Terms & Conditions

These Terms and Conditions govern your use of our cleaning services. By booking a service with Look at Them Shine, you agree to these terms. Please read them carefully before making a booking. Look at Them Shine is a UK cleaning company. You can contact us at hello@lookathemshine.co.uk or by calling 07583 297 691.

When you book a cleaning service with us, a binding contract is formed once we confirm your booking in writing (by email, text, or letter). The contract is between you (the customer) and Look at Them Shine. We agree to: • Provide the agreed cleaning service on the agreed date and time • Send trained, DBS-checked staff to carry out the work • Use appropriate professional cleaning products and equipment • Act with care and professionalism at all times You agree to: • Ensure the property is accessible at the agreed time • Provide a safe working environment for our staff • Disclose any hazards, pets, or special requirements in advance • Make payment in accordance with these terms

All prices are quoted in pounds sterling (GBP) and are inclusive of any applicable charges unless otherwise stated. We are currently not VAT registered, so no VAT is added to our prices. Quotations are valid for 30 days from the date of issue. We reserve the right to revise a quote if the scope of work materially differs from what was originally described. We will always inform you of any changes before work begins. For hourly-rate services, you will be charged for the actual hours worked to the nearest 30 minutes.

Payment is due on completion of the cleaning service unless otherwise agreed in writing. For regular contracted services, we will agree a payment schedule with you at the time of booking. We accept payment by bank transfer, cash, or such other methods as we may make available from time to time. Late payments may incur an interest charge of 8% per annum above the Bank of England base rate, calculated daily, in accordance with the Late Payment of Commercial Debts (Interest) Act 1998.

We require a minimum of 24 hours' notice for cancellations or rescheduling of bookings. • Cancellations with more than 24 hours' notice: no charge • Cancellations with less than 24 hours' notice: we reserve the right to charge up to 50% of the agreed service fee • No-shows (property inaccessible at the agreed time with no prior notice): we reserve the right to charge 100% of the agreed service fee We will always try to be reasonable and understand that emergencies happen. If you have exceptional circumstances, please contact us as soon as possible. We reserve the right to cancel or reschedule a booking due to illness, adverse weather, or circumstances beyond our control. In such cases, we will give you as much notice as possible and offer an alternative date.

We take great care in carrying out our services and hold full public liability insurance. In the unlikely event of damage caused by our negligence, we will deal with any claim promptly and fairly. However, we ask that you: • Remove or secure any fragile, valuable, or sentimental items before our cleaners arrive • Inform us of any items requiring special care or treatment We are not liable for: • Pre-existing damage or wear and tear • Damage resulting from faulty or inadequate fixings (e.g. pictures hung with insufficient fixings) • Loss of income or consequential losses arising from our services • Damage caused by items you have not disclosed as requiring special treatment Any claims must be reported to us within 24 hours of the clean being completed. We cannot accept claims for damage reported after this time. Our total liability to you shall not exceed the cost of the service in question.

We want you to be delighted with every clean. If you are not satisfied with any aspect of our service, please contact us within 24 hours and we will arrange to return to rectify the issue free of charge. The re-clean will cover the specific areas or tasks that fell below standard, as identified and agreed between us. This guarantee does not entitle you to a full refund or a completely new clean at no charge. This guarantee does not affect your statutory rights as a consumer.

Our staff are entitled to work in a safe environment. We reserve the right to refuse or stop work if conditions pose a risk to our team's health or safety, including: • Presence of pests (rodents, fleas, bed bugs, etc.) • Biohazards or excessive waste • Threatening or abusive behaviour from any person at the property In such cases, a call-out fee may still apply. You must inform us in advance of any health conditions, pets, or substances in the property that could affect our staff.

We handle your personal data in accordance with our Privacy Policy, which is available at lookathemshine.co.uk/privacy. By booking with us, you confirm that you have read and understood our Privacy Policy.

We may update these Terms and Conditions from time to time. Any changes will be posted on our website. For existing regular customers, we will give at least 30 days' notice of any material changes.

These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from these terms or our services will be subject to the exclusive jurisdiction of the courts of England and Wales. If you have a complaint, please contact us in the first instance at hello@lookathemshine.co.uk and we will do our best to resolve it promptly.