Terms and Conditions of Service

1. About Us

Glint Cleaning Services Ltd is a limited company registered in England and Wales, operating from Oxfordshire. Our contact details are: hello@glintcleanuk.net and +44 7591 999654. We provide professional domestic cleaning services including standard cleans, deep cleans, end-of-tenancy cleans, and specialist add-on services such as oven cleaning, carpet cleaning, window cleaning, and post-build cleaning, across Oxfordshire and surrounding areas.

2. Definitions

• “Service” means any cleaning or related service booked through Glint.
• “Booking” means a confirmed appointment for a Service, evidenced by our written confirmation.
• “Price” means the amount payable for the Service, as set out in your instant quote or otherwise agreed with Glint before the Service begins.
• “Saved Card” means the payment card you save through our payment provider, Stripe, when you book online.
• “Late-Change Fee” means the fee of £20 described in Section 5.
• “Cleaner” means any Glint director, employee, or vetted operative attending the Client’s property.
• “Property” means the Client’s home or premises at which the Service is to be performed.

3. Booking and Confirmation

3.1 Bookings are made through the instant quote or the enquiry form at glintclean.co.uk, by WhatsApp, by telephone, or by email. A booking is not confirmed until you have received a written confirmation from Glint.

3.2 An instant quote is the Price for the time you book, worked out from the information you give us about the Property. Your Cleaner works to that time. Other prices shown on our website are a baseline guide only; for bookings made by enquiry form, WhatsApp, telephone or email, and for services we quote by hand, the Price is confirmed before the Service begins. If the Property needs more time or additional services than were booked, we will ask you before doing the extra work, by WhatsApp, text message or phone call, and you will not be charged for anything you have not agreed to. Your agreement may be given in any of those ways. If you do not accept a revised Price, you may cancel without charge.

3.3 You must provide accurate information when booking, including the correct address, postcode, number of bedrooms and bathrooms, and any relevant access details. Glint reserves the right to adjust pricing or decline to complete a Service if the property’s condition or size materially differs from that described at the time of booking.

3.4 By submitting a booking, you confirm that you are the legal occupier of the Property or have the authority of the legal occupier to invite Glint to carry out the Service.

4. Payment

4.1 There is no deposit. Nothing is charged when you book.

4.2 Bookings made online through our instant quote: you save a card when you book. It is stored by our payment provider, Stripe; Glint never sees or keeps your full card number. By saving the card you authorise Glint to charge it for: (a) the Price, once the Service is complete and Glint has approved it (for recurring Services, each visit is charged after that visit); (b) any Late-Change Fee under Section 5; and (c) any additional work you agreed to under clause 3.2, whether by WhatsApp, text message or phone call.

4.3 All other bookings: the Price is payable once the Service is complete. Payment may be made by bank transfer, card payment through a payment link, or cash.

4.4 All prices are quoted in pounds sterling (GBP) and are inclusive of VAT where applicable. Glint will confirm its VAT status at the time of invoicing.

4.5 If a charge to your Saved Card does not go through, or the Price is not paid once the Service is complete, we will contact you to arrange payment. Glint reserves the right to pursue any amount still outstanding through debt recovery processes and to charge reasonable costs incurred in doing so.

5. Cancellation and Rescheduling by the Client

5.1 24 hours or more before the appointment: you may cancel or reschedule free of charge.

5.2 Less than 24 hours before the appointment, or on the day: a Late-Change Fee of £20 applies if you cancel or reschedule.

5.3 For bookings made online, the Late-Change Fee is charged to your Saved Card. For all other bookings, we will send you a request to pay it.

5.4 Rescheduling is subject to availability. To reschedule, contact us by WhatsApp at +44 7591 999654 or by email at hello@glintcleanuk.net.

6. Cancellation by Glint

6.1 Glint reserves the right to cancel or reschedule a booking in circumstances beyond our reasonable control, including but not limited to: operative illness or unavailability, severe weather, vehicle breakdown, or other unforeseen circumstances.

6.2 In the event of cancellation by Glint, we will notify you as soon as reasonably practicable and offer an alternative appointment. You will not be charged for a booking that Glint cancels. No further compensation will be due in such circumstances.

7. Consumer Cooling-Off Rights

7.1 Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you book online you ordinarily have a 14-day right to cancel (“cooling-off period”) without giving a reason.

7.2 Waiver of cooling-off period: By proceeding with a booking, you expressly request that we begin the Service within 14 days of booking. You acknowledge that if the Service is carried out in full within this period, you lose your right to cancel under the Regulations. If the Service has been partially performed, you may be required to pay for the portion completed.

7.3 This does not affect your statutory rights where the service is not performed with reasonable care and skill.

8. Access to the Property

8.1 You must ensure that our Cleaners have safe and unobstructed access to all areas of the Property required to perform the Service at the agreed time. This includes providing any necessary access codes, keys, or parking arrangements in advance.

8.2 If our Cleaner is unable to gain access to the Property at the agreed time through no fault of Glint, the booking will be treated as a late change under clause 5.2 and the Late-Change Fee applies.

8.3 You must ensure the Property is safe for our Cleaners to work in. This includes adequate ventilation, working utilities (hot water, electricity), and the removal of hazardous substances from areas to be cleaned.

8.4 Where a fridge/freezer cleaning add-on has been selected, the appliance must be fully emptied and defrosted by the Client prior to our arrival.

9. Scope of Service and Exclusions

9.1 The scope of each Service is as described on the glintclean.co.uk website and/or in the booking confirmation. Any tasks not included in the agreed scope must be agreed in advance and may attract additional charges.

9.2 Our standard cleans do not include: cleaning of exterior windows above ground-floor level unless the “Windows — Interior + Exterior” add-on has been selected; moving of heavy furniture; cleaning of areas or items classified as biohazardous; removal of mould, damp, or pest infestations; cleaning of chimneys, boilers, or gas appliances; or deep cleaning of areas subject to severe hoarding or contamination.

9.3 Post-build cleaning is priced per hour and dependent on site conditions. Glint reserves the right to amend the quoted hours on attendance if conditions are materially different from those described.

9.4 Lawn mowing services are limited to average-sized domestic gardens accessible by standard rotary mower. We do not perform topiary, stump removal, or specialist groundskeeping.

9.5 Carpet cleaning is performed using hot water extraction. We cannot guarantee complete stain removal for pre-existing, set-in, or chemically-treated stains. Drying time is approximately 4–6 hours. Clients are advised not to walk on carpets during this period.

10. Damage, Liability, and Insurance

10.1 Glint carries public liability insurance. In the event of damage caused directly by our Cleaners, you must notify us in writing within 24 hours of the Service being completed. Claims notified after this time may not be accepted.

10.2 Glint’s liability for any loss or damage arising from the performance of any Service is limited to the lesser of: (a) the value of the Service for which you paid; or (b) our public liability insurance cover limit.

10.3 Glint is not liable for: pre-existing damage; damage to fragile, antique, or high-value items not disclosed in advance; damage resulting from Client-provided cleaning products; electrical or mechanical failure of appliances during oven or appliance cleaning; or loss or damage not directly caused by our Cleaners.

10.4 You should remove or secure all fragile, irreplaceable, or high-value items before our Cleaners arrive. Glint accepts no liability for damage to items that have not been disclosed or secured.

10.5 Nothing in these Terms limits or excludes Glint’s liability for death or personal injury caused by negligence, fraud, or any other liability which cannot be excluded or limited by law.

11. Satisfaction Guarantee and Complaints

11.1 We take great pride in our work. If you are dissatisfied with any aspect of the Service, please raise it with our Cleaner before they leave the Property so that it can be addressed immediately. This is your first and most effective route to resolution.

11.2 If a concern cannot be resolved at the time of the Service, please contact us within 24 hours by email at hello@glintcleanuk.net or by WhatsApp. We will acknowledge complaints within 1 business day and aim to resolve them within 5 business days.

11.3 Where a valid complaint is upheld, our remedy will be at our discretion, which may include a partial refund, a complimentary re-clean of the affected area(s), or a credit note. We will not issue a full refund where the Service has been substantially completed.

11.4 The Consumer Rights Act 2015 provides that services must be performed with reasonable care and skill. If we fail to meet this standard, you are entitled to ask us to repeat the relevant element of the Service or to receive a price reduction if a repeat Service is not possible or desirable.

12. Recurring Service Agreements

12.1 Recurring service arrangements (weekly, fortnightly, or monthly) are ongoing agreements and continue until cancelled by either party with reasonable notice.

12.2 To cancel a recurring arrangement, please provide at least 7 days’ written notice via email or WhatsApp. Cancellation of individual scheduled cleans within a recurring arrangement is subject to the cancellation policy in Section 5.

12.3 Discounted recurring rates apply only while the arrangement is active. Should a recurring client cancel and later rebook as a one-off client, standard one-off pricing will apply.

12.4 For Annual Prepaid Plans, no refund is available for unused sessions after the first 14 days from purchase, except where Glint is unable to fulfil the agreed schedule.

13. Refer a Friend

13.1 Our referral programme entitles existing clients to a £15 credit against their next clean when a referred new client completes their first paid Service.

13.2 The credit has no cash value, is non-transferable, is valid for 12 months from the date of issue, and cannot be combined with other promotional discounts.

13.3 Glint reserves the right to amend or withdraw the referral programme at any time with reasonable notice to existing participants.

14. Keys and Security

14.1 Where Clients provide Glint with keys, alarm codes, or gate access codes, these will be held securely and used only for the purpose of the agreed Service. Details of key-holding arrangements will be documented in writing.

14.2 In the event that keys are lost or misplaced, Glint will notify you immediately. Our insurance includes key holding cover to help meet the reasonable costs of lock replacement in such circumstances.

14.3 All access codes and security information are treated as confidential under our Privacy Policy.

15. Conduct and Relationship

15.1 Our Cleaners are entitled to a safe and respectful working environment. Glint reserves the right to withdraw from any booking or ongoing arrangement where a Client’s conduct is abusive, threatening, or otherwise unreasonable, without refund.

15.2 Clients must not solicit, employ, or engage directly any individual Cleaner introduced to them through Glint for a period of 12 months following the last Service performed by that Cleaner. A breach of this clause may result in a charge equivalent to a reasonable finder’s fee, and Glint reserves the right to enforce this by law.

16. Data Protection

16.1 Glint processes your personal data in accordance with UK GDPR and the Data Protection Act 2018. Our Privacy Policy, which forms part of this agreement, explains how we collect, use, and store your personal data.

17. Governing Law and Disputes

17.1 These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

17.2 We aim to resolve all disputes amicably. If a dispute cannot be resolved directly, you may seek alternative dispute resolution through an approved ADR provider or refer the matter to the Small Claims Court.

18. Amendments

18.1 Glint reserves the right to update these Terms and Conditions from time to time. The version published on our website at the time of your booking will apply to that booking. We recommend reviewing these terms before each booking.