Booking Policy

Last updated: 23 September 2026

When a booking is confirmed

A booking is confirmed when we have sent you a written confirmation with the date, the time window, the agreed scope and the price. A quote request on its own is not a booking.

Arrival windows

We confirm your arrival time or time window in writing when we confirm the booking. Traffic and the job before yours can move things slightly. If we are going to be late we will tell you.

Deposits

If a deposit applies to your booking we will tell you in writing before you confirm, including whether it is refundable. We will never take a deposit you have not agreed to.

Recurring bookings

Recurring clients keep the same slot where possible. You can pause, move or end a recurring schedule by contacting us. There is no lock-in period.

Access and keys

If you choose to give us a key, a lockbox code or an alarm code, we agree in writing how it will be stored and who has access before you hand anything over.

Pets

If a pet needs to be secured while we work, we will agree that with you in advance. Please tell us about any animals in the home when you book, so the team arrives prepared.

Health and safety

If anyone in the household has a contagious illness, please tell us and we will reschedule at no charge. We would rather move the clean than spread it through our other clients.