Agreement to Terms: By reading and continuing to use our services, you acknowledge that you agree to and will abide by the following terms and conditions, including our annual price increase policy of 4–8%. Company Overview Polished Cleaning Services is a locally owned and operated company. All of our employees undergo DBS checks. We pay all national insurance contributions and relevant taxes. Scheduling and Rescheduling Cancellation Policy A minimum of 48 hours’ notice is required for cancellations. Cancellations must be made by: Calling 07975 661208 Emailing polished@cleaninbristol.org You will receive a confirmation email within one business day. Cancellations with less than 48 hours’ notice will incur a non-refundable fee of 50% of the cleaning cost. Service Hours Cleanings take place between 8:00 am – 5:00 pm. Exact appointment times are not guaranteed. Service Interruptions If a cleaning is skipped, we may charge an hourly rate for the next visit to ensure proper service. If service is paused for more than 30 days, we reserve the right to charge a restart fee and review your service rate. Monthly Service Monthly service is every four weeks. We cannot guarantee the same cleaning technician or time slot each month. Holiday Closures We are closed on the following holidays: New Year’s Day, Good Friday, Easter Monday, Early May Bank Holiday, Spring Bank Holiday, Summer Bank Holiday, Christmas Day, and Boxing Day.(Subject to Demand) If your clean falls on a bank holiday, we will reschedule it. If you choose to cancel the rescheduled clean, normal skip fees apply. Accessing Your Home Key Handling Ensure we have access to your home on the day of cleaning. During sign-up, you’ll tell us how to access your key for the first clean. Most clients choose to let us keep a key, which we: Assign a control number. Log in our management system. Store securely in our key vault. If you prefer to hide or leave your key somewhere, we are not responsible for any resulting issues or losses. Failed Access If we are unable to access your property, we will charge a non-refundable fee of 50% of the quoted cleaning price. Alarm Systems You may either: Provide us with your alarm code, Turn off the system before our arrival Payment for Services Accepted Payment Methods Cash, Visa/Mastercard, or bank transfer Payment Terms Payment is due on the day of cleaning. Clients are asked to provide a card on file in case of missed payment. Invoices are sent on the 1st of each month and are due within 30 days. Late payments: After 30 days: 5% fee and services paused After 10 more business days: additional 10% fee After 90 days: sent to collections We may adjust rates after reviewing actual cleaning time during the first 1–3 months. Annual price increases of 4–8% may be applied to reflect rising operational costs. Home Preparation Please tidy toys, clothes, and dishes before your scheduled clean. Our technicians work on a strict schedule, and tidying is not included in the service. Additional services must be arranged in advance and may incur extra charges. In Case of Bad Weather We may close if local schools shut due to extreme weather. We will attempt to reschedule your clean or send a different team. If no rescheduling is needed, you won’t be charged. Clients must clear snow (3+ inches) and ice from paths and drives. If our team cannot safely reach your door, we will charge 100% of the cleaning fee. Protecting Your Valuables Please store or secure fragile or valuable items before our arrival. We take care while cleaning, but accidents can happen. We are not liable for: Items with existing wear or damage Items improperly mounted or installed. Notify us of any damages within 30 days. After that, we cannot accept liability. Children and Pets Please supervise children during cleaning. Secure pets for their safety and ours. If a pet shows aggressive behaviour, our staff will leave and you may be charged. We are not responsible for pet behaviour during service. Scheduling Other Service Providers Do not schedule other service providers while we are cleaning unless you are home. We will not allow entry to third parties. If our team is asked to re-clean areas affected by others, additional charges apply. Protecting Our Cleaning Technicians Our staff sign non-compete agreements. Clients agree not to hire Polished Cleaning Services’ technicians directly without our consent and a compensation fee of £1,500. Our technicians may not: Use ladders higher than a 3-step ladder, Handle bodily waste or infestations (fleas, roaches, etc.) Termination of Service Either party may cancel with 48 hours’ written notice. Any outstanding balance must be paid in full at the time of cancellation. This is not a fixed-term contract—service can be cancelled at any time by either party. Guarantee of Your Satisfaction We guarantee our work. If you’re not happy, call us within 48 hours and we’ll re-clean the area. After 48 hours, re-cleans may incur a fee. We do not offer refunds. Only the person who booked the service is recognised as the responsible party for payment and communication.