Terms and Conditions

  1. Cancellation Policy

    Customers must provide notice for cancellations.

    Cancellations within 48 hours of the scheduled service incur a 50% charge. Cancellations within 24 hours will be charged in full.

  2. Insurance and Liability

    We hold public liability insurance with an excess of £100. This excess amount is the responsibility of the customer in the event of a claim.

  3. Fee Changes

    LONGSTONE Cleaning & CO. holds the right to change service fees, typically providing customers with at least one month's notice of any fee adjustments.

  4. Service Provision

    We reserve the right to immediately cancel a cleaning schedule due to unforeseen circumstances, including but not limited to a lack of available housekeepers.

    LONGSTONE Cleaning & CO. retains the right to decline service requests based on our assessment and discretion.

  5. Housekeeper Safety and Rights

    Our housekeepers reserve the right to decline cleaning requests they deem unsafe or unfeasible within the allocated time. The safety and well-being of our staff is a priority.

  6. Customer Responsibilities

    Customers should ensure that the property is accessible on the day of the service. Any specific instructions or requests should be communicated clearly to the cleaners or our office in advance.

  7. Access to Property

    Customers are responsible for providing safe and reasonable access to their properties for the cleaning services to be carried out. If our cleaners cannot gain access to your property, the service will be charged in full.

  8. Health and Safety Compliance

    Both LONGSTONE Cleaning & CO. and our clients agree to adhere to all relevant health and safety regulations during the provision of services.

  9. Chemical, Tool, and Equipment Usage

    Our company reserves the right to refuse the use of chemicals, tools, or equipment deemed unsafe or inappropriate for use.

  10. Non-Payment Policy

    Services may be refused or discontinued due to lack of payment. Customers will still be charged for services scheduled but not cancelled in accordance with our cancellation policy.

  11. End of Tenancy Cleaning

    While we strive to provide exceptional cleaning services, we do not guarantee the return of deposits for end of tenancy cleaning.

  12. Valuables and Personal Items

    At LONGSTONE Cleaning & CO., we carefully source our team, conducting thorough interviews, reference checks, and ensuring DBS clearance. While we take utmost care, we advise customers not to leave money, jewelry, or other valuables unsecured in the cleaning area. We cannot be held responsible for any loss or damage to such items and encourage customers to secure all valuables prior to our team's arrival.

  13. Data Protection and Privacy

    We are committed to protecting your personal data. All customer information is handled in accordance with data protection laws, ensuring confidentiality and security.

  14. Complaints and Feedback

    Any complaints or feedback should be submitted within 24 hours of service completion. We are committed to addressing any concerns promptly and efficiently.

  15. Amendments to Terms

    LONGSTONE Cleaning & CO. reserves the right to amend these terms and conditions as necessary. Customers will be notified of any significant changes.