Welcome to Ilfracombe Dustbusters - Our Service Agreement

1/3/2025

We're delighted you've chosen Ilfracombe Dustbusters for your cleaning needs. These terms and conditions outline our commitment to providing you with a reliable and high-quality service.

By using our services, whether booked by phone, text, email, our website, or a third-party platform, you agree to the following terms and conditions:

Our Services

• Regular Home Cleaning:

• To ensure uninterrupted service, please make weekly payments promptly. We may need to pause cleaning services if payments are missed or if we haven't received your initial booking form. We kindly ask that payments be made weekly upon receipt of your invoice, unless we've agreed on alternative arrangements.

• Our minimum booking is two hours per visit.  We'll provide an estimated time for your cleaning based on your home's description. Your cleaner will let you know if more or less time is needed for future visits.  

• For your first visit, please provide a priority list of tasks and leave it in the kitchen or other location if agreed beforehand, if booking online please ensure you leave a list on the online application in the relevant areas, should the list of priorities change then leave a updated version on the kitchen side should you not be present.  Be mindful of the time you have allocated should you wish to book more time please contact us by giving at least 48 hours notice.  Unless pre-arranged, our cleaners won't clean inside cupboards or inside appliances like fridge, or cooker - This can be arranged, please contact us. 

• Please inform us about any special surfaces that require specific cleaning products. If needed, please provide these products.

• If you prefer eco-friendly cleaning products then please have them readily available for the cleaners arrival.  (This question will be asked in the online booking form).  To maintain clear communication, please contact Ilfracombe Dustbusters directly for any inquiries or changes, not the cleaner.

• Cleaning times are approximate. Please double-check your email and text confirmations. We'll notify you of any necessary rescheduling. If the new time isn't suitable, please let us know immediately to avoid potential charges.

• Please provide us with any necessary alarm deactivation/activation instructions.  We won't be responsible for triggering alarm systems.  Be sure to provide us with any keys or key-safe number & changes made, we will not be held liable should you have any issues with your key-safe or alarm systems, however should any issues arise we will contact you.

One-Off and Spring Cleaning:

• We may need to adjust the initial quote if your cleaning requirements change.

• Our minimum booking is two hours.

• Please provide a priority list of tasks. We'll work through them in the time allocated.

• Please let us know if you don't have a vacuum or mop available. We require all client-provided equipment to be safe and in good working order.

• If you prefer Eco-friendly cleaning products please make them available.  These items need to be suitable for the job at hand.

• We'll provide an estimated cleaning time, but please allow for flexibility as times may vary.

• We'll do our best to complete your priority list, but we can't guarantee all tasks will be finished.

• For homes that haven't been cleaned in a while, we recommend a deep clean.

• We don't offer refunds.

• Please inform us about any special surfaces that require specific cleaning products. If needed, please provide these products.

• Let us know if there are any items you'd prefer we don't clean.

• Please check your confirmations, and let us know immediately if a time change is not suitable, otherwise you maybe charged.

Holiday Home Changeover Cleans:

• We may need to adjust the initial quote if your cleaning requirements change.

• A £20 charge applies for key collection from a location other than the cleaning property - this covers time, and petrol.

• Holiday home cleans are quoted at a set rate, regardless of duration or occupancy.

• Extra charges may apply for excessive pet hair.

• We don't offer refunds, but we'll return to re-clean any unsatisfactory areas.

• Any issues must be reported with picture or video evidence within 24 hours of the clean.

• We accept complaints over the phone, email, or text.

• Please confirm all booking details, including guest departure times.

• Changeover cleans are scheduled between 10 am and 4 pm. 

• Please clearly label any linens or soft furnishings, and provide 2 strong linen bags one for clean and one for dirty laundry.  Please ensure these are cleary labled. We're not liable for damage or loss.

• We expect linen, towels etc to be updated when required by the owners of the property.

• We value our team. To ensure fairness, we ask that you refrain from directly hiring any current or former Ilfracombe Dustbusters cleaners.

Commercial Cleans:

• We may need to adjust the initial quote if your cleaning requirements change.

• A £15 charge applies for key collection from a location other than the cleaning site, this is subject to change depending on location.

• We offer a 100% customer satisfaction guarantee.

• Any issues must be reported within 24 hours of the clean.

• We require all client-provided equipment to be safe and in good working order.

• Please let us know if you prefer eco-friendly cleaning products.

• Our quoted price covers cleaning labor only. We're happy to discuss custom packages.

• Please provide the cleaning products and equipment.

• For properties that haven't been cleaned in a while, we recommend a deep clean.

• Please inform us about any special surfaces that require specific cleaning products.

• Let us know if there are any items you'd prefer we don't clean.

• Please check your confirmations, and let us know immediately if a time change is not suitable.

Deep Cleaning / End-of-Tenancy Cleaning:

• We may need to adjust the initial quote if your cleaning requirements change.

• A £15 charge applies for key collection from a location other than the cleaning site.

• We'll provide an estimated cleaning time, but please allow for flexibility as times may vary.

• We'll only clean the areas specified on the form.

• Please note that end-of-tenancy cleans typically take longer than regular cleans.

• We stand by our work with a 100% customer satisfaction guarantee.

• We reserve the right to refuse cleaning for health and safety reasons.

• Please ensure the areas to be cleaned are free of personal items and rubbish.

• We don't handle waste or recycling removal.

• Our team will only lift items within safe weight and height limits.

• If specialised cleaning or equipment is needed upon arrival, the clean will be cancelled, and charges will still apply.

• We don't offer refunds, but we'll return to re-clean any unsatisfactory areas.

• Any issues must be reported with picture or video evidence within 24 hours of the clean.

• Please check your confirmations, and let us know immediately if a time change is not suitable.

• Payment is required upfront before cleaning begins for the end of tenancy cleaning.

Indoor Window Cleaning Services

• • Ilfracombe Dustbusters provides indoor window cleaning services only. This service includes the cleaning of the interior glass surfaces of windows and any associated interior window frames.

  • Exterior window cleaning is explicitly excluded from this service.  

  • End-of-build or newly renovated homes are excluded from this service.  

  • We do not clean any windows that are deemed unreachable, or unsafe to reach from inside the property.

• Preparation:

  • Clients are requested to clear any obstructions or items that may impede access to the interior of the windows.

  • Ilfracombe Dustbusters will not be responsible for moving or handling delicate or heavy items.

• Client Responsibilities:

  • The client is responsible for informing Ilfracombe Dustbusters of any pre-existing damage or specific requirements related to the windows.

  • The client is responsible for ensuring that all windows are in a safe condition to be cleaned.

• Liability:

  • Ilfracombe Dustbusters is not liable for any damage resulting from pre-existing window conditions or any damage to items that were not moved prior to the clean.

  • Our liability is limited to damage caused directly by our cleaning operatives.

• Access:

  • The customer must provide safe and reasonable access to all windows that are to be cleaned.

• Terms and Conditions.

  • All other terms and conditions provided by Ilfracombe Dustbusters also apply to the indoor window cleaning service.

Pets at Home

• We understand that pets are part of the family! We're happy to accommodate your furry friends during our cleaning visits. For example, we can allow dogs access to a secure garden while we work. However, we kindly ask that you ensure the garden is fully secure to prevent any escapes or accidents. The safety and well-being of your pets remain your responsibility.  

Payment 

• Payment is requested by invoice and will be sent by email shortly after your cleaning appointment. Payments will be made before appointment when using our easy booking system online.  Preferred payment is by BACS. 

"Please note that these terms and conditions may be updated or modified periodically. We recommend reviewing them regularly."

"Ilfracombe Dustbusters reserves the right to amend these terms and conditions. Any changes will be effective immediately upon posting on our website or notification to clients."