1. Cancellation & Delivery Policy

A. General Cancellation Terms

• Appointments must be cancelled at least 48 hours in advance to allow us to accommodate other customers.

• Cancellations within 48 hours are non-refundable, but a credit will be issued for future services.

• Failure to cancel before the 48-hour window results in full forfeiture of your payment.

• Cancellations 7 days or more before the appointment receive a full refund.

• Cancellations 3 to 6 days prior will incur a 20% fee, and cancellations within 48 hours carry a 30% fee.

B. Cleaner Unavailability
If your assigned cleaner cannot attend, Home Shield Shine UK Limited will arrange for a replacement at no extra cost.

2. Cleaning Services

Home Shield Shine UK Limited agrees to provide domestic and commercial cleaning services at the address specified by the customer during booking.

• The scope of work will be confirmed prior to the appointment.

• Our team endeavours to deliver services professionally, reliably, and on time.

3. Amendments to Services

Any changes to bookings or requested services must be approved by our management team.

• Cleaners are not authorised to negotiate additional services without approval.

• Any modifications should be requested directly by calling our customer support team on 0203 831 7770.

4. Customer Responsibilities

To ensure smooth service delivery, the customer agrees to:

• Provide a safe working environment for cleaners.

• Allow unhindered access to areas requiring cleaning.

• Ensure utilities such as water and electricity are available.

• Remove fragile or valuable items (cash, jewellery, antiques, artworks) before the service begins.

• Move heavy furniture or appliances if cleaning underneath is required.

5. Health & Safety

• Our cleaners may conduct a risk assessment before starting work.

• If unsafe conditions exist, services may be refused or discontinued.

• Any form of abuse, harassment, or aggression toward our staff will not be tolerated and may result in legal action.

6. Booking Terms

• Bookings can be made via our website, phone, or email.

• Confirmation requires either a call-back, email confirmation, or both.

• Customers must notify us about any hazards or special cleaning requirements at the time of booking.

7. Payment Policy

• Payments are due before or on the day of service unless agreed otherwise.

• We accept Direct Debit, all major credit/debit cards, PayPal, and bank transfers.

• Late payments may incur a 9% surcharge and could result in referral to a debt collection agency.

• For one-off services, payments must be made in advance or on-site.

8. Pricing & Quotations

• Prices are based on property size and specific cleaning requirements.

• Quotes are valid for 30 days and confirmed only after inspection.

• Parking costs, if applicable, are the customer’s responsibility.

• We strive to achieve the best possible results, but complete stain removal cannot be guaranteed.

9. Refunds & Re-visits

• If dissatisfied, customers must report issues within 3 business days after service.

• Depending on circumstances, we may:

  • Offer a free re-clean;

  • Provide a partial refund; or

  • Arrange an alternative solution.

10. No Direct Engagement of Cleaners

Customers agree not to hire or directly engage our cleaners privately during and up to 24 months after using our services. Any breach may result in legal and financial action.

11. Liability Limitations

Home Shield Shine UK Limited is not liable for:

• Pre-existing damage, stains, or wear.

• Accidents caused by unsafe or defective equipment provided by the customer.

• Losses due to circumstances beyond our control, such as weather or emergencies.

• Discolouration or fabric deterioration that becomes more visible after cleaning.

12. Privacy & Data Protection

• We process customer data in compliance with UK GDPR regulations.

• Personal data is stored securely and used only for service delivery purposes.

• For full details, please review our Privacy Policy.

13. Governing Law

These Terms & Conditions are governed by the laws of England and Wales. Any disputes will be resolved in the UK courts.

Contact Us

For booking, cancellations, complaints, or queries:

Home Shield Shine UK Limited
📍 Office 12496, 182-184 High Street North, East Ham, London, United Kingdom, E6 2JA
📧 Email: info@homeshieldshine.co.uk
📞 Phone: 0203 831 7770