1. SERVICES

1.1 Star Cleaning reserves the right to amend the initial quotation, should the client’s original requirements change or the condition of the property was not selected in the quote box. You can check what we consider poor and very poor condition HERE beyond our ability to spotlessly clean.

1.2 Minimum duration of 3 hours per cleaning visit applies for all cleaning services. Any estimated time given is purely for guidance only. Please note that duration may vary; therefore, a degree of flexibility is required.

1.3 If the Client requests keys to be collected from anywhere other than the location of the cleaning scheduled, then a £10.00 charge will apply. If said keys need to be returned to the pickup address or any other address, another £10.00 charge will apply.

1.4 Star Cleaning does not charge per hour per cleaner, and the number of operatives attending your property may vary. The number of operatives in a team cannot affect the initially quoted price.

1.5 Star Cleaning will not be responsible for triggering any alarm systems. The customer should provide any special instructions for deactivation/activation of any household alarm systems.

1.6 Parking costs may apply and must be paid by the customer if there is no allocated parking at the property.

1.7 The Client shall ensure that all valuables are stored away when work is carried out, and that the property is supervised by the Client or his representative at all times during the course of the work. Star Cleaning shall not be responsible for the Client’s failure to comply with this obligation.

1.8 Fridges and Freezers should be emptied and defrosted prior to our arrival and turned off so we can clean them. Failure to do so will void the Free Reclean Guarantee.

1.9 The client must provide electricity and hot running water at the premises where the clean is conducted. If they fail to do so, Star Cleaning cannot be held responsible for incomplete or delayed work.

2. SPECIAL CONDITIONS

2.1 Star Cleaning is not licensed to clean properties that have been infected by vermin. This is a specialist service that requires a pest control company.

2.2 The price quoted will include the items listed on our standard cleaning list and will not include any additional extras unless requested and paid for by the customer.

2.3 If your property is in poor condition or larger than the standard size, requiring more cleaning and not selected in our quote box, you may be charged an extra £25-£50 (under cleaner’s discretion).

2.4 If your property is larger than what you have selected in the quote box, i.e., if you have selected 2 bedrooms/bathrooms, when in fact it is a 3-bed or more, you will be charged the additional room/bathroom price, which is £10 per room.

2.5 When a Client asks for a quotation, Star Cleaning assumes that the rooms in their property are of average UK size. If rooms are larger, you may be charged extra (under the cleaner’s discretion).

2.6 The standard end of tenancy cleaning service does not include ceilings, curtains, blinds, balconies, patios, appliances, exterior windows, carpets, washing/laundry, or rubbish removal. These are separate services and need to be quoted separately.

2.7 If the customer has a dog, cat, or other hairy pets, an extra £25-£50 charge will be added to the final amount due to the extensive amount of animal hair slowing down the carpet cleaning process.

2.8 A surcharge may apply for badly stained carpets or where adhesives or gum are stuck on the carpet.

2.9 Star Cleaning may cancel or reschedule a service where any accident or unexpected circumstances arise before or during the cleaning date. The Company will not be liable to the Client if cleaning is cancelled due to this clause.

2.10 Star Cleaning reserves the right to cancel the service if: (a) The condition of the property is hazardous to the health and well-being of our cleaners. (b) The Client has misrepresented any information/facts or given us an incorrect property description. (c) Lack of normal working conditions for cleaning (e.g., lack of water, electricity, or poor lighting conditions, or the presence of a third party, such as builders or removal men). (d) If our Cleaners are verbally or physically abused or discriminated against in any way.

3. PAYMENT

3.1 Upon arranging a booking for any type of clean, you confirm that you have read and agreed with Star Cleaning’s payment terms and conditions, as well as the general terms and conditions.

3.2 Star Cleaning requires a part payment to be made before your cleaning day via Secure Payment link.

3.3 The Client must make the final payment by cash before the cleaner leaves the Client’s premises.

3.4 All invoices/certificates will not be issued until full payment has been received from the customer.

3.5 In the event that the customer does not pay the final payment, Star Cleaning reserves the right to: (a) Take legal action to pursue the customer for the amount due. (b) Publish the name of the customer as a Bad Debtor in local newspapers and other media. (c) Report the customer as a Bad Debtor to relevant financial institutions in the UK.

4. CLAIMS

4.1 No refund claims will be entertained once the cleaning service has been carried out. However, we will assist you in every possible way to ensure you get the full value of our service.

4.2 All complaints must be received in writing by email at hello@starscleaning.uk.

4.3 If the customer is not completely satisfied with the cleaning job, Star Cleaning will re-clean any areas and items per landlord or estate agent’s request only.

4.4 In the event of a required re-clean, Star Cleaning must be notified within 7 calendar days of the cleaning job. No claims for re-cleans will be entertained after this time limit.

4.5 The customer must allow Star Cleaning to arrange and brief the cleaning team within 3-5 business days.

5. RECLEANS

5.1 In the unlikely event of a required re-clean, Star Cleaning offers all customers a free 7-day re-clean pass guarantee to clean any missed areas (only on the instruction of the estate agent or landlord).

5.2 We ask all customers to please stay calm during this time and work with us to resolve any issues. Rest assured, your re-clean pass is our main priority.

5.3 We do not guarantee successful cleans or re-cleans regarding certain poor condition properties, including marks, mould, or stains on silicone, grout, ovens, walls, windows, paintwork, or some carpets. In some cases, these properties may be beyond cleaning and will need to be repainted or replaced.

5.4 By accepting our quotation, you agree that Star Cleaning will not be liable for any charges or deposits withheld due to the above issues.

5.5 You agree to allow us to return to the property and send the original cleaning team within 7 working days of notification of the areas needing re-cleaning. The estate agent or landlord must inspect the cleaner’s work and sign it off before the cleaner leaves. Failure to comply will void our re-clean guarantee, and Star Cleaning will not be held responsible for any costs incurred by the client or for deposits withheld by landlords.

6. INSURANCE

6.1 Star Cleaning’s operators are self-employed and have their own Public and Employer’s liability insurance. The policy covers accidental damages caused by an operator working on behalf of Star Cleaning, reported within 24 hours of the service date.

6.2 The Client must inform the cleaner about appliances/furniture that are poorly fixed or not in full working order.

6.3 The insurance coverage does not include anything that may break down or stop working, such as dishwashers, washing machines, ovens, cookers, extractor fans, fridges, or freezers, or any instability that the Client is already aware of (e.g., bathroom appliances or fixtures). Star Cleaning reserves the right to conduct an internal investigation into any claims made by the Client.

6.4 Star Cleaning reserves the right to refuse disclosure of confidential company documents.

7. LIABILITY

7.1 Star Cleaning reserves the right not to be liable for:

• Tasks not stated on our cleaning checklist.
• Cleaning jobs that could not be completed due to lack of hot water or power.
• Non-satisfactory results due to the Client or third party walking on wet floors or using appliances during or shortly after the cleaning process.
• Any odours that may arise during or after cleaning, due to factors like lack of ventilation or appropriate heating.
• Failure to remove old/hard stains, burns, spillages, or damage that cannot be removed or repaired using standard cleaning methods.
• Existing damage, burns, marks, or spillages (on walls, worktops, furniture, or other items inside the property) that cannot be cleaned or removed using standard cleaning equipment or products.
• Items that require special cleaning methods or detergents that the cleaning team does not provide.
• Damage caused by faulty or improperly installed appliances or fixtures. We assume all surfaces are sealed and ready to clean without causing harm.

8. CANCELLATIONS

8.1 Once booked, there will be a cancellation fee of £26.50 to cover the cost of processing your booking.

8.2 NO REFUNDS will be provided during the Covid-19 period.

8.3 During the Covid-19 period, all cancellations will result in a credit note or a Star Cleaning Service Voucher, which can be redeemed at any time with at least 3 days’ notice prior to the final scheduled service.

8.4 Customers agree to pay £32.50 as a cancellation fee in the event of a lock-out caused by our cleaners being turned away, no one being home to let them in, no water or power being available at the customer’s premises, or issues with customer’s keys.

8.5 Covid-19 update: All refunds due to cancellations during this period will be issued via credit note or a Star Cleaning Service Voucher, which can be redeemed at any time and remains valid indefinitely.

9. VAT

9.1 The Company is currently not charging VAT.

10. EMPLOYEES

10.1 All cleaners are self-employed and have their own insurance to cover injuries at work, as well as damage to any property they are working in, on, or around.

10.2 Star Cleaning is not responsible for these, and any claims should be made directly through the contractor.

11. OUR GUARANTEE

11.1 Star Cleaning has built its business and reputation by providing clients with the best possible cleaning service. For this reason, we offer a free re-clean within 7 calendar days of our visit. (Please refer to Section 4: CLAIMS).

11.2 If the Client is not satisfied with the service for any reason, Star Cleaning will return to re-clean the Client’s property to their complete satisfaction. (Please refer to Section 4: CLAIMS).

11.3 We advise all Clients that they must be completely moved out and all rubbish removed before the clean takes place. If this has not been done, Star Cleaning can still perform the cleaning, but it will void our free re-clean guarantee.