Flip and Shine

Here at Flip and Shine Ltd, we are a fully operational business and the terms within this document act as a mutual agreement between us and any customer using our services. Some of the terms within this document apply to recurring bookings (regular client), we do not expect you to confirm your regular slot until you have received your initial clean and know you’re happy with our service. Your booking may not be with consideration of a regular slot, which in any event means the recurring terms do not apply. Initial contact & booking terms We take bookings via our website, email, social media and phone (text/call). At the first point of contact, we will ask a series of questions to understand your needs and the details of the property being cleaned, we may request photos too, or where appropriate book a site inspection. We will recommend the best suited service to meet your needs. We take a deposit to secure your booking date, the terms of which are detailed below, along with our cancellation policy. Deposit terms We require a 50% deposit to secure your appointment, this equates to 50% of all booked services and will be deducted from the final bill. Regardless of notice, the deposit paid is not transferable or refundable. Ongoing regular customers are not required to pay a 50% deposit towards their recurring cleaning sessions. If a cancellation is made, in line with our cancellation policy, you may be required to pay an additional amount if the cancellation charge exceeds the deposit amount paid. Initial clean timings We will always do our best to estimate the time required for an initial/ one off deep clean, however cleaning tasks can never truly be predicted to the minute. With this in mind, we always advise that additional time may be required, which is chargeable if agreed to. This would be discussed with you during your clean, or may have already been discussed with you if you’ve opted for a capped booking at initial point of enquiry. You can request to keep to the booked time slot and simply let us know your priorities, on the understanding that some areas may get less or no attention, in comparison to priority areas. Pet policy We understand that many of our customers have furry friends living amongst their home, we love meeting them during our visits. It is however the customer’s responsibility to ensure that any pets are kept under control and do not act aggressively towards us whilst working in the home. If your pet is typically anxious, boisterous or wary of strangers for example, we would ask they be contained for the duration of the clean. Any injury/ damage caused by a pet is the responsibility of the owner and you may be liable for loss of earnings/ other financial losses as a result of any injury. Please note that our team will not be able to empty cat litter trays, or clean up any other animal faeces during cleaning sessions. Disclosure of any hazardous conditions All customers must inform us of any hazardous conditions present at the property with a booking. This includes: black mould, human or pet faeces, any bodily fluids (sick/blood), fire/soot damage, any risk of sharps including knives/ needles. Customers should also inform us of any firearms/ bullets at a property and confirm that they are licensed and registered firearm holders, failure to confirm this will result in refusal/cancellation of booking. Cancellation policy Any short notice cancellations will be managed with the terms of this policy, regardless of the reason for cancellation. We are a responsible employer and would not leave our staff at a financial loss due to circumstances outside of their control. 48 hours (two days prior - example, a Friday appointment is cancelled on the Wednesday or Thursday): 50% of the predicted bill is payable 24 hours or less notice given: 100% of the predicted bill is payable The cancellation charge will cover the cleaner’s loss of earnings, as well as any administrative costs relating to the cancellation. A cancellation includes any cancelled job, no shows and any access issues relating to keys/locks. . Skipped clean policy We understand that the client may wish to skip their clean on occasion. The business charges a £3.50 administration charge for any skipped cleans that are confirmed with more than 48hrs notice but less than 2 weeks notice. If the skipped clean is brought to our attention with less than 48 hours notice, the usual cancellation charges apply as per the policy. Payment Policy (recurring client/job) Payments are required on the day of the clean either before or after the clean, failure to do so will result in a pause of services until payment is recieved. To resume services the payment will need to be paid 48 hours before your next scheduled slot, after 28 days of non payment, we will go down collection route, which may result in court. After 14 days of non payment. You'll incur additional charges of £3.50 a day. Damages & complaints policy If the client has a complaint regarding the level of service provided during a clean, they must make the business aware of this via email to Info@flipandshine.com on the same day as the clean. The client must still pay the cleaning invoice, as the businesses preferred method of resolution is to resolve any issues by completing additional work. Please ensure to evidence the complaint with photos/ videos. If the client has a complaint in relation to damage to their property, the client should request a Damage Form from our management team, which should be completed and sent to the email address noted above. We will not cover damage costs/replacement of items that were already damaged/faulty/worn and aged. We will not cover damage costs/replacement of items whereby the damage was caused by a product/ process or equipment recommended by the client. Photo & video policy Photos and videos are used at Flip and Shine Ltd for a number of reasons. This policy outlines these reasons and the relevant procedure to opt out. Certain images and videos are captured and used for internal purposes to document works completed, arrival times, quality checks and more. We also use images and videos for external use on our social media, website and other advertising methods such as leaflets/flyers. Any images or videos used for external purposes will not contain any personal information or sensitive information, such as names, family photos, business documents etc. The client can opt out of any external use of photos and videos by emailing Info@flipandshine.com Notice given policy If the client is using our services for regular cleaning sessions (this does not include ad hoc cleans), and wishes to cease using our services, we require notice of two cleans. If the client informs us of this during a clean, the notice will not include the current cleaning session and should be two full cleaning sessions. If the client does not wish for the notice cleans to take place, the client must pay the equivalent value of the cleans. Realistic expectations We ask all customers to have a realistic expectation for the works being carried out, against the time booked in. We also note that older items/fittings may not clean up to a pristine standard/ be badly stained or damaged, which a clean will not resolve.