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Terms and Conditions

The client is considered to have accepted our terms and conditions as published Terms and Conditions by engaging with us and permitting us to provide cleaning service.


The clients agree to be bound by these terms and conditions when making a phone or email reservation for our cleaning service. Pristine Suites Limited disclaims all liability for any loss, expenses, or damage resulting from a third party's negligent behaviour.

1. General


The standard end-of-tenancy/one off sparkle clean/deep cleaning does not include doing laundry and washing up. Should the client original requirement change, Pristine Suites Limited reserves the right to amend the initial quotation.


The client is advised that an end-of-tenancy/deep clean will take double if not triple the time it takes to do regular domestic cleaning. All cleaning carried out in houses that are not professionally clean every year is subject to a higher price because it takes three times longer to clean. This will be reflected in the estimate given at the time of the booking.

  • After any cleaning (end-of-tenancy/one off sparkle clean/deep cleaning) the client is recommended to check the quality of the work carried out immediately after completion of the work.

  • If the client is not satisfied with the standard of work, he/she should contact  Pristine Suites Limited not more than 24 hours after the completion of the service. Unless a good reason is given for late notification of any complaint, Pristine  Suites Limited  will not consider any complaints which are noticed after such a period of 24 hours.

  • Allocated appointment times are approximate only, and clients should allow for delays beyond our control.

  • It could sometimes be difficult to estimate precisely how long some cleaning tasks may take, so some degree of flexibility will be required from you our client



2. Privacy Policy


  • We will only use the information we collect about you lawfully (by the Data Protection Act 1998) and according to the Trader Code of Practice.)

  • We collect personal information to process your inquiry only

  • We will never collect personal information about you without your explicit consent. The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us.

  • If you find any inaccuracies, we will delete or correct them promptly. The personal information stack we hold will be held securely in accordance with our internal security policy.

  • We may use technology to track the patterns of behaviours on our site. This can include using a “cookie”, which would be stored on your browser. You can usually modify your browser to prevent this from happening. This information collected in this way can be used to identify you unless you modify your browser settings. If you have any questions/comments about privacy, you should email us.


3. Access


  • The client must provide running hot water and electricity at the premises where the service is conducted. Failure to provide these is subject to a £50 non-refundable fee, and the cleaning will take us longer than estimated, which means the client will ensure extra cleaning charges.

  • Pristine Suites Limited is not responsible for any alarms triggered during a cleaning service visit. The client must provide Pristine Suites Limited with full instructions for disabling and/or resetting any alarm system on the premises.

  • The client is requested to arrange suitable parking space for a minimum of one vehicle within proximity of the property and to cover any parking/congestion expenses if applicable.


4. Claims


  • All services shall be deemed to have been carried out to the client’s satisfaction after 24 hours after work is completed. We will fully investigate any complaint and attempt to resolve it to the client's satisfaction by redoing the work

  • The client agrees to allow Pristine Suites Limited back to re-clean and inspect any disputed / items before arranging a third party to carry out services.

  • While our staffs make every effort not to break items, accidents do happen. Identical replacement is always attempted but not guaranteed.

  • Pristine Suites Limited  may require entry to the location of the claim within 24 hours to correct the problem.

  • In case of damage proven to be caused by us,  Pristine Suites Limited  will repair the item at its cost. If the item cannot be repaired,  Pristine Suites Limited  will rectify the problem by crediting the client with the item’s present actual value toward a like replacement. This liability applies only once the payment for the service has been received in full.


5. Liability


  • Pristine Suites Limited shall not be liable for any third parties or their actions who enter or are present at the client’s premises during the cleaning visit. The staff cannot be relied on to grant access to the property to any third parties unless agreed upon in advance.

  • Pristine Suites Limited  requests all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and/or not cleaned by the staff.

  • We are not responsible for any existing damage to clients’ property in the form of old stains/burns/spillages etc. Which cannot be cleaned/removed completely by the staff

  •  using the industry standard cleaning methods.

  • We will do our best to ensure your appliances are cleaned to a very high standard. However, if they have not been cleaned since they were purchased regrettably, we will not be liable for ingrained dirt that cannot be removed using chemicals.

  • Freezers must be defrosted in advance. The time scale for defrosting will not enable us to thoroughly clean it.

  •  Pristine Suites Limited is not liable for any wear or discolouration of fabric that becomes more notable once dirt is removed.

  • We are not liable for any damages caused by faulted products/equipment provided by the client. Pristine Suites Limited shall not guarantee after builders clean when building work has not finished, and there still are people on site.


6. Termination and Cancellations


  • The client may cancel the scheduled cleaning job 48 hours before the agreed start time.

  • The client agrees to pay half of the quote/estimate as a cancellation fee if he/she cancels or changes the date less than 48 hours before the scheduled appointment.

  • The client agrees to pay half of the quote/estimate as a cancellation fee in the event of a lock-out caused by our staff being turned away; no one home to let them in; no water or power available at the client's premises, or problem with the client keys. If keys are provided, they must open the lock without special effort or skills.

  • If an initial deposit has been paid to Pristine Suites Limited,  then the client agrees that deposit funds may be used to cover the cancellation fee.


7. After Cancellation of the Cleaning Service


  • By entering into a service agreement with Pristine Suites Limited, the client agrees that after the termination of the cleaning service, he, she or the company will not hire or use domestic services provided by a present or past cleaner introduced by Pristine  Suites Limited. This is independent for a total period of two years, or a fee of £2000 can be made to Pristine Suites Limited for a ‘Cleaners finder’s fee’. 


8. Payments


  • Deposit payment should be made at least 7 days prior to the cleaning job to fully confirm it.

  • Final payment should be made by cash or bank transfer within 7 days of work completion.

  • The client understands that any late payments may be subject to an additional £50 charge.

  • If payment is not made after 7 days of invoice, the amount will be passed to a collection agency, after which a 20% on top of the initial invoice due will be added to your debt. You agree as part of this contract to pay this sum which represents our reasonable costs in collecting the unpaid amounts

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