Terms and conditions

Written to be read, not to hide behind. If any of it is unclear, ring us before you book and we will explain it in plain words — that is cheaper for both of us than a disagreement later.

1. Who you are contracting with

Your contract is with Camyabco Ltd, trading as White Glove Pro, company number 13058807, registered in England and Wales. Registered office published at Companies House and available on request. Contact: services@whiteglovepro.co.uk, 07392 826909.

These terms apply to every booking. Booking confirms you accept them. Where they conflict with something said on the phone, the written confirmation wins — which is exactly why we send one.

2. What we do, and what we do not

We provide domestic cleaning, deep cleaning, end of tenancy cleaning, after builders cleaning, regular housekeeping, oven cleaning, carpet and upholstery cleaning, and commercial cleaning, across North West London and by arrangement elsewhere.

The scope of each job is agreed before we start and set out in your confirmation. For safety and insurance reasons our teams do not:

• work at height beyond a two-step stool — no ladders, no exterior windows above the ground floor;
• handle biohazards, needles, drug residue, human or animal waste beyond normal domestic soiling, or the aftermath of an accident or death;
• treat pest infestations, or remove mould caused by an untreated damp problem — we can clean the surface, but it will come back until the cause is fixed;
• move furniture or appliances that take two people to lift, or disconnect plumbed or wired appliances;
• clear away builders' waste, general rubbish or house clearance items;
• use bleach or harsh chemicals on natural stone, unsealed wood or delicate fabrics where doing so would damage them.

If we arrive and the job is materially different from what was described — far dirtier, much larger, or full of belongings on what was booked as an empty property — we will ring you, explain what it actually needs, and agree a revised price or date before continuing. We will never add a charge without telling you first.

3. Booking and confirmation

A booking exists when we send you a written confirmation by email, not when you submit the form. We may decline a booking, and occasionally do — usually because we cannot staff the date properly and would rather say so than send the wrong team.

Quoted prices are fixed prices for the property and scope you described. They stay fixed unless what we find is materially different from what you told us.

4. Prices and payment

• You pay after the clean, not before. We send a secure card payment link when the work is done and you are happy with it.
• Payment is due within 7 days of the service date. Card or bank transfer. We do not take card details over the phone.
• Hourly work has a two-hour minimum.
• Parking: where a permit or paid bay is needed and you have not provided one, the actual cost is added to the invoice. We will tell you if this applies before we come.
• Congestion Charge and ULEZ are added at cost where the property sits inside a charging zone. Almost all of North West London does not.
• Invoices unpaid after 14 days may carry interest at 2% per month on the outstanding balance, and we may decline further bookings until it is settled.
• For ongoing regular work, we give 30 days' written notice of any price change.

5. Changing, cancelling and refunds

This has a page of its own, because it is the part people actually need: cancellation and refund policy. In short — free to change, reduce or cancel with 48 hours' notice or more; 50% of whatever you cancel inside 48 hours; 100% on the day or once the cleaner has set off; £50 if we arrive and cannot get in. Reducing a job counts as cancelling the part you removed.

That page also sets out your statutory 14-day right to cancel and how it applies when you ask us to start sooner, and it forms part of these terms.

6. Getting in

You are responsible for making sure we can get into the property at the agreed time, and that water and electricity are on. If we cannot get in through no fault of ours, the £50 call-out fee applies and the visit is treated as a same-day cancellation.

Where you give us keys or an entry code, they are held securely, used only for your bookings, and returned or deleted when the arrangement ends. How we store them is set out in our privacy policy.

7. Pets

We are happy to clean homes with animals in them, and we will use pet-safe products if you ask when booking. We do need dogs and other animals secured in a separate room or a garden while we work. Tell us they are there when you book — an undisclosed dog that stops the team working is treated as a no-access visit, and our cleaners may decline to enter or may leave if an animal is a risk to them.

8. Our standard, and what happens if we miss it

We carry out our work with reasonable care and skill, which is what the Consumer Rights Act 2015 requires of us. If we fall short:

• Walk round with us before we leave — we do this on every job — and anything you point at gets redone there and then.
• On end of tenancy cleans, if your agent or landlord flags something on our checklist within seven days, we return and re-do those areas free of charge.
• Where a return visit will not fix it, we refund — in part or in full, depending on what went wrong.

None of this replaces your statutory rights to repeat performance or a price reduction. Where these terms are more generous than the law, the more generous version applies.

9. Breakages, damage and insurance

We carry £5 million public liability insurance. If we break something, tell us within seven days of the visit with a photograph, and we will repair it, replace it or pay for it.

We are not responsible for: damage that was already there; damage caused by products you supplied or asked us to use against our advice; items that were already loose, cracked, worn or fixed badly; blocked or faulty plumbing and appliances that fail in normal use; or losses that follow on from the damage rather than the damage itself, such as lost income.

Valuables. Please put cash, jewellery, watches, passports and anything irreplaceable somewhere secure before we come, and tell us in advance about anything of exceptional value — a particular painting, an antique surface, a specialist floor — so we can work around it or decline to touch it. We cannot accept liability for high-value items we were not told about.

10. Our people

Our cleaners are vetted, trained and insured, and we invest a great deal in finding them. If you employ or engage one of our cleaners directly — or introduce them to someone else who does — within six months of their last visit to you, an introduction fee of £750 becomes payable. This is not a penalty; it is what it costs us to recruit, check and train a replacement. Talk to us first and we will usually find a way to help.

We ask that our cleaners are treated with courtesy. We will end a service relationship immediately, without notice, where a team member is subjected to abuse, harassment, discrimination or unsafe conditions.

11. Limits on what we are liable for

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be limited. Subject to that, our total liability for any one booking is limited to the greater of the price of that booking or the amount recoverable under our public liability insurance, and we are not liable for indirect or consequential losses.

We are not liable for delays or failures caused by things outside our reasonable control — severe weather, transport failures, illness affecting the team, utility outages, or acts of third parties. Where that happens we will contact you as soon as we can and rebook at no charge, or refund you in full.

12. Ending a regular arrangement

Residential housekeeping has no minimum term and no exit fee. Either of us can end it with 14 days' written notice, and individual visits can be paused or cancelled under the notice periods in the cancellation policy. Commercial contracts run monthly with 30 days' notice unless we have agreed otherwise in writing.

We may end an arrangement immediately where payment is persistently overdue, where these terms are breached, or where the property or the people in it are unsafe for our team.

13. Your data

We hold your address and, on some jobs, how to get into your home. What we do with that, who else sees it, how long we keep it and how to make us delete it is set out in full in our privacy policy, which forms part of these terms.

14. Complaints

Email services@whiteglovepro.co.uk. We reply within two working days and aim to resolve matters within ten. If we cannot agree, you remain free to take the matter further, and your rights against your card issuer are unaffected.

15. Changes to these terms

We may update these terms. The version published here when you book is the one that applies to that booking — a later change does not alter a job already agreed. Regular customers get 30 days' notice of any material change.

16. Law

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If any part of them is found to be unenforceable, the rest continues to apply.