These terms apply to every Simply Elizabeth Cleaning Services booking. Your quotation, booking confirmation and the section for your chosen service also form part of your agreement with us. The quotation sets out exactly what we have agreed to do and what it costs.

1.  Assessments and quotations

1.1  Please give us accurate photographs and information about the areas to be cleaned, their condition, access and any tasks or hazards we need to know about. Our quotation is based on that information. If the property or work is materially different when assessed or visited, we will discuss a revised scope and price before carrying out additional paid work.

1.2  Walk-through assessment deposit

Where a walk-through is required, the £20 assessment deposit is non-refundable when the appointment is booked. It reserves time for us to travel to and assess your property. If you go ahead with your first service, we deduct the £20 from its price. If we complete the walk-through and you do not proceed, we retain the £20 for the assessment provided.

If you need to move the walk-through, tell us as early as possible. We will offer another available date and transfer the deposit to it where we can. If you cancel instead, we will normally retain the deposit for the reserved appointment, subject to any statutory cancellation right and the amount we are legally entitled to keep. If we cancel and cannot provide an alternative date you accept, we refund it.

1.3  You’re quotation identifies the agreed areas, tasks, service frequency or dates, inclusions and price. Extra work is not included unless we agree its price with you.

2.  Confirming a booking and paying deposits

2.1  A proposed date is not reserved until we confirm it in writing. We confirm a booking once you have accepted the quotation and terms, supplied the information needed for the work and paid the required deposit.

2.2  Baseline clean deposit

An Initial Reset, Property Baseline or other expressly quoted baseline clean requires a deposit. We reserve the service dates, organise the team and allocate capacity once the booking is confirmed. The deposit is credited towards the quoted clean; it is not an extra charge.

We will tell you the exact deposit in pounds and pence before you accept the booking.

2.3  Non-refundable baseline deposit

The baseline deposit is non-refundable on booking because we reserve the dates and commit time and resources to the work. If you cancel, we will seek to retain the deposit against the work undertaken and the loss caused by the cancellation, to the extent permitted by law. We will consider whether costs have been avoided or the capacity can reasonably be used for other work. Paying a deposit does not make you liable for the entire remaining price merely because you cancel; any further cancellation amount is governed by section 3.

If you want to move the clean, ask us as early as possible. We will try to offer another date and transfer the deposit where staffing and availability allow. We will tell you before agreeing a move if the original booking has caused costs that cannot be transferred.

2.4  Payment deadline and non-payment

Full payment is due no later than the day before your service. You may pay at any time before that deadline; we simply require cleared payment by end of day on the day prior to the service date.

If payment has not been received by that deadline, we will treat the booking as cancelled by you and the cancellation charges in section 3 will apply. We will not attend an unpaid booking. For services lasting several days, the quotation will state whether payment is due in full before the first day or in agreed stages.

2.5  Late payment interest. If any invoice remains unpaid beyond the agreed deadline, we reserve the right to charge interest at 8% above the Bank of England base rate per annum on the outstanding amount, accruing daily from the due date until the date of payment. This applies to both consumer and business clients, subject to any mandatory statutory rights.

3.  Cancellations and date changes

3.1  Tell us promptly if you need to cancel a confirmed visit. These are the maximum charges for cancelling an individual appointment:

Notice given

Maximum cancellation charge

28 days or more

Up to 30% of the quoted price

14–27 days

Up to 50% of the quoted price

7–13 days

Up to 75% of the quoted price

Fewer than 7 days

Up to 100% of the quoted price, as stated before booking

3.2  A deposit already paid counts towards any amount due; we do not charge twice for the same loss. The amount we retain or charge will reflect the actual loss caused to us, including committed staffing, travel or supplies and the value of a slot we cannot reasonably fill. We will take reasonable steps to reduce that loss. Any payment above the amount properly due will be returned.

3.3  Moving a booking depends on availability. We will work with you to find another date where possible, but a date change is only confirmed when we agree it in writing.

3.4  If we cannot provide the booked work, we will offer a suitable replacement date or refund the amount paid for work we have not provided. We may stop or postpone work that cannot be performed safely.

3.5  Statutory cancellation rights

A consumer who agrees a service contract by phone or online, or away from our business premises, may have a 14-day statutory right to cancel. Where it applies, we will provide the required information. If you expressly ask us to start work during that period, we may be entitled to payment for work carried out before cancellation, subject to the legal requirements. These rights take priority over the deposit and cancellation rules above.

4.  Access and safe working

4.1  Please provide safe access at the agreed time, working water and electricity where needed, and accurate parking, key and alarm instructions. Tell us in advance about pets, delicate surfaces, product restrictions and hazards.

4.2  Please ensure trades have finished in areas we are booked to clean. If access is unavailable, conditions are unsafe or other work prevents us from cleaning, we may stop or rearrange the affected service. We will discuss any resulting charge under section 3.

4.3  We can decline work outside the agreed scope or our competence, including hazardous waste removal, pest treatment, repairs and specialist restoration, unless separately agreed.

5.  Standards, insurance, concerns and damage

5.1  We will complete the agreed tasks with reasonable care and skill. Permanent stains, damage and wear may not be removable through cleaning.

5.2  We hold public liability insurance. Details of our cover are available on request.

5.3  We may take photographs to record condition, completed work and concerns. We will not use identifiable private spaces or belongings in marketing without separate permission.

5.4  Please report any concern promptly. Contacting us within 24 hours helps us investigate and put things right, but does not remove your legal rights if you report it later. Please also tell us promptly about any suspected damage and allow us a reasonable opportunity to investigate. Nothing in these terms excludes liability or statutory rights that cannot lawfully be excluded.

5.5  Limitation of liability

To the extent permitted by law, our total liability to you arising from or in connection with a service — whether in contract, tort or otherwise — is limited to the price paid or payable for that service. We are not liable for indirect or consequential losses, loss of revenue, loss of bookings or any loss that was not a direct and foreseeable result of our actions. Nothing in this clause limits liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded by law.

6.  Ongoing prices and changes

6.1  Your price covers the agreed tasks, areas and frequency. Tell us if the property, number of rooms, condition, access or required work changes.

6.2  We may propose a new price for future work if the scope or cost of providing it changes. We will explain the change in writing before it takes effect. A date already confirmed at an agreed price keeps that price unless we both agree otherwise.

6.3  The version of the terms supplied or identified when you accept a booking applies to that booking. A later website update does not automatically change it. Scottish law applies, subject to any mandatory rights available to you.

7.  Data protection

7.1  We collect and use personal information — including contact details, property information and photographs — only for the purposes of providing our services, managing bookings and communicating with you. We handle your information in accordance with UK data protection law. We do not sell or pass your personal data to third parties except where necessary to deliver the agreed service. Our full privacy policy is available on request.

Domestic Service Terms

These terms cover Fortnightly Reset, Monthly Reset, Pre-Move-In Deep Clean, End of Tenancy & Handover Clean and After-Builders & Renovation Clean, according to the service named and tasks listed in the client's quotation.

D1.  Regular domestic care (Fortnightly Reset and Monthly Reset) normally starts with a separately quoted baseline clean. Its deposit follows section 2.2. The baseline establishes the starting standard for the rooms and tasks we have agreed to maintain.

D2.  Fortnightly and monthly visits include the repeat tasks in the quotation. Additional rooms or detailed one-off work require agreement and may cost extra.

D3.  Ongoing domestic services (Fortnightly Reset and Monthly Reset) have a three-month minimum, starting with the first regular visit. After that, either side may end the schedule with four weeks' written notice. Cancelling a single visit does not end the ongoing agreement. If the client ends during the minimum term, we may seek to recover the reasonable loss caused, subject to their statutory rights.

D4.  One-off domestic work (Pre-Move-In Deep Clean, End of Tenancy & Handover Clean and After-Builders & Renovation Clean) covers only the quoted areas and tasks. If a one-off clean is expressly quoted as a baseline clean, the baseline deposit rules in section 2.2 apply.

Hospitality Service Terms

H1.  Hospitality Cover provides temporary support for the agreed dates and tasks. It can be arranged alongside the client's existing cleaners or as an independently staffed service; the quotation will say which. Cover does not require a Property Baseline. We agree guest timings, access, rooms, linen, laundry, consumables, products, equipment and who supplies each before confirming.

H2.  Hospitality Operational Service is ongoing guest-ready servicing. Before it begins, we assess the property and complete a separately quoted Property Baseline, unless we expressly agree otherwise in writing. Its deposit follows section 2.2. The quotation specifies what each changeover includes.

H3.  Hospitality Partnership Service includes the agreed Operational Service foundation and the extra coordination and property-care responsibilities in the Partnership Plan. That plan states any onboarding charge, retainer, what the retainer covers and the price of individual visits.

H4.  Guest dates are booked only when we confirm them in writing. Please tell us promptly about late departures, early arrivals, same-day turns, extra rooms or guests, pets, unusually heavy cleaning and changes to linen or stock. We will agree the cost of extra work or staffing before providing it. A same-day surcharge applies only where stated in the quotation or accepted booking.

H5.  We report visible issues noticed during our work. Repairs, guest communication, booking management and letting-agent duties are included only if expressly agreed.

Commercial Service Terms

C1.  The quotation or site specification states the premises, areas, tasks, frequency, times, access and supplies included. The client provides the induction, security and safety information needed for our team.

C2.  Where an initial Property Baseline is required before routine cleaning, it is assessed and quoted separately and section 2.2 applies. One-off deep cleans, post-build cleans and event work have their own agreed scope and price.

C3.  Additional areas, altered hours, extra consumables or work outside the specification require a revised quotation and approval.

C4.  Any commercial minimum term, ordinary termination notice and billing interval will be stated in the commercial proposal. The domestic three-month term does not automatically apply.

Marine Service Terms

M1.  The quotation identifies the vessel, berth, agreed interiors or accessible exteriors, tasks, materials and access arrangements. The client supplies marina permissions and safe boarding access where required.

M2.  Our team may postpone or stop work if weather, boarding conditions or access make the visit unsafe. We will discuss another available date and any costs under section 3.

M3.  Cleaning does not include navigation, mechanical or electrical work, technical winterisation, hull work, antifouling or repairs. Guest turnaround, linen and consumables are included only if stated in the quotation.

M4.  Seasonal and deep cleans are separately scoped. If a job is expressly quoted as an initial vessel baseline clean, its deposit follows section 2.2.