Terms & conditions

01About these terms

These terms apply to all cleaning work carried out by Sanctuary Premium Clean (“we”, “us”) for domestic and commercial customers (“you”). By accepting a quote or booking a clean, you agree to them. If anything in these terms conflicts with a written agreement for a commercial contract, the written agreement wins.

If you are a consumer, nothing in these terms affects your statutory rights under the Consumer Rights Act 2015.

02Quotes

• Every quote is free and without obligation, and is valid for 30 days.
• Quotes are based on the information you give us: room sizes, number of items, fabric type and condition. If what we find on the day is materially different (for example extra rooms, heavier soiling or a larger area), we will tell you and agree any change before we start. You are free to decline.
• Prices include all equipment and standard cleaning products. Stain protection (Scotchgard™), deodorising and specialist treatments are only charged if you agree to them.

03Bookings and your cancellation rights

• A booking is confirmed when we agree a date and time with you by phone, text, email or WhatsApp.
• Your 14-day cooling-off right: if you book with us away from our premises or at a distance (by phone, online or at your home), the Consumer Contracts Regulations 2013 give you 14 days from the booking to cancel for any reason. If you ask us to carry out the work within those 14 days, you agree that you will pay for any work already done if you cancel, and that you lose the right to cancel once the work is fully completed.
• Need to move your appointment? Just give us at least 48 hours’ notice and we will rebook you at no charge.
• If we arrive at the agreed time and cannot get access, or the job cannot go ahead because of something within your control, we may charge a call-out fee to cover our time and travel. We will always tell you the amount when you book.
• If we ever have to cancel (for example illness, a van breakdown or severe weather), we will tell you as early as possible and rebook you at the first convenient time. We will never charge you for our cancellation.

04On the day

• Please give us access to the property, a working water supply and an electrical socket.
• Please remove small items, ornaments, breakables and anything valuable from the areas to be cleaned. We are happy to move standard furniture but will not move heavy, fragile or very valuable items such as pianos, glass cabinets or electronics.
• Please keep children and pets away from the work area and equipment for their safety.
• Tell us before we start about any known damage, previous treatments, loose seams, colour-run or delicate fabrics.

05Results and what we can’t promise

We use professional equipment and products and always aim for the best possible result. Some marks, however, are permanent: bleach, burns, dye stains, urine damage that has reached the backing, wear, sun fading and old stains that have set. We will always tell you before we start if we don’t think something will come out.

Carpets and upholstery are usually touch-dry within a few hours, but drying times depend on fabric, airflow and temperature. Please follow the aftercare advice we give you. Walking on damp carpet or replacing furniture too early can cause marks or rust.

06Our satisfaction promise

If you are not happy with any area we have cleaned, tell us within 7 days and we will come back and re-clean that area free of charge. This is in addition to your rights under the Consumer Rights Act 2015, which says services must be carried out with reasonable care and skill.

07Payment

• Domestic jobs are payable on completion, by bank transfer, card or cash, unless we have agreed otherwise in writing.
• Commercial jobs are invoiced, with payment due within 14 days of the invoice date unless otherwise agreed. We may charge statutory interest on late commercial payments under the Late Payment of Commercial Debts (Interest) Act 1998.

08Liability and insurance

• We are fully insured. If we damage your property through our negligence, we will put it right by repair, re-cleaning, replacement or compensation, as is fair.
• We are not liable for damage caused by existing faults or problems we were not told about, by fabrics that are not suitable for cleaning when we warned you beforehand, or by normal shrinkage or colour movement in fabrics that do not meet manufacturer care standards.
• Please report any damage to us within 7 days of the clean so we can inspect it.
• Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law.

09Complaints

We are a family business and we care about every job. If something isn’t right, please contact us on 07821 757834 or at [email protected]. We will acknowledge your complaint within 2 working days and aim to resolve it within 14 days.

10Your data

We handle your personal data in line with UK GDPR and the Data Protection Act 2018. See our privacy notice and cookie policy.

11Using this website

The content, photos and branding on this website belong to Sanctuary Premium Clean and may not be copied without permission. All photos show our own real work. We work to keep the website accurate, but service descriptions are for general information. Your quote sets out exactly what we will do.

12Law

These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.