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 7360 876680. 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 receipt of a deposit payment.
• “Deposit” means the non-refundable upfront payment of £20 required to secure a Booking.
• “Balance” means the remaining amount payable upon satisfactory completion of the Service.
• “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 All bookings are made via our online booking 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 and your £20 deposit has been received.

3.2 Pricing shown on our website is a baseline guide only. Final pricing will be confirmed before the Service commences, and may vary depending on the property’s size, condition, access, parking, and any selected add-on services. We will notify you of any variation before beginning work. If you do not accept a revised price, you may cancel without charge (deposit refunded in full in this circumstance only).

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. Deposit and Payment

4.1 A non-refundable deposit of £20 is required to confirm all bookings. The deposit is collected securely via Stripe at the time of booking.

4.2 The remaining balance is payable in full upon satisfactory completion of the Service, before our Cleaner leaves the Property. Payment may be made by bank transfer, card payment via Stripe link, or cash.

4.3 The deposit is non-refundable except where: (a) Glint cancels the booking; (b) the price is varied by Glint and you choose not to proceed; or (c) a cancellation is made more than 48 hours before the scheduled service start time (see Section 5).

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 the balance is not paid upon completion, Glint reserves the right to pursue the outstanding amount through debt recovery processes and to charge reasonable costs incurred in doing so.

5. Cancellation and Rescheduling by the Client

5.1 More than 48 hours before the appointment: You may cancel or reschedule without penalty. Your £20 deposit will be refunded in full within 5 working days, or carried over to a rescheduled appointment at your request.

5.2 Between 24 and 48 hours before the appointment: You may reschedule at no charge. If you cancel outright, the £20 deposit is forfeited to cover administration and lost booking costs.

5.3 Less than 24 hours before the appointment, or on the day: The full deposit is forfeited. If Glint has already mobilised (Cleaner is en route or has arrived), a cancellation fee of up to 50% of the quoted service value may be charged to cover travel, time, and materials.

5.4 Rescheduling is subject to availability. To reschedule, contact us by WhatsApp at +44 7360 876680 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 either a full refund of the deposit or an alternative appointment. 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 and paying the deposit, 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 same-day cancellation under clause 5.3 and the deposit will be forfeited.

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 £20 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.