Terms & cancellations

1. Who we are

Grime to Glory is a trading name of Maria Jenkins, a sole trader in Gloucester, GL2. The quickest ways to reach us are bookings@grimetoglory.co.uk and 07341 344135 — both are checked every day, and either is a valid way to send us anything formal, including a cancellation.

Where these terms say we or us, that's Grime to Glory. Where they say you, that's whoever is booking the clean.

2. These terms

These terms apply to every clean we do for you. By booking — online, by phone, by email or by message — you're agreeing to them.

We may update them from time to time. The version that applies to your clean is the one published on this page when you booked it, so if we change something important between your booking and your clean, the old version still stands for that job.

3. Quotes and prices

Every property is different, so we price each job rather than working from a fixed list. Our work is priced from an hourly rate for one cleaner's time, and how long we think the job will take.

Estimates aren't fixed prices

If you send photos or describe the job online, any figure we show you straight away is an estimate, generated from what we can see. It is not a quote and it is not binding on either of us. We confirm your actual price before the work starts, and you're free to walk away at that point with nothing to pay.

When a job turns out bigger

Occasionally a property is in a very different state from the one we were shown or told about. If that happens we'll stop, tell you what we've found, and agree either a revised price or a smaller scope with you before carrying on. We will never do extra work and simply bill you for it afterwards.

Unless we've said otherwise in writing, prices include our cleaning products, equipment and travel within our usual area.

4. Booking a clean

You can book online, by phone or by message. Online you'll need to pick a service, choose a slot, and give us your contact and address details.

A booking isn't confirmed until we send you a confirmation email with a booking reference. That confirmation is the point the contract between us starts. If we can't take the job — we're already committed elsewhere, it's outside our area, or it isn't work we do — we'll tell you promptly and refund anything you've paid.

Our online diary takes bookings from 24 hours ahead up to 60 days ahead. If you need something sooner than that, ring us — we can sometimes fit people in.

5. Paying

Some services can be paid for online by card or PayPal when you book. For everything else — anything we quote after seeing photos or visiting — we agree the price with you first and invoice you after the clean.

Invoices are due within 7 days unless we've agreed different terms with you in writing. If an invoice goes unpaid we may pause any future bookings until it's settled.

6. Cancelling or changing a clean

Your 14-day right to change your mind

Because you booked without meeting us face to face, the law gives you 14 days from the day we confirm your booking to cancel for any reason at all, with no charge. You don't have to give us a reason. Tell us by email, phone, or the manage link in your confirmation — or use the form at the bottom of this page. We'll refund anything you've paid within 14 days of you telling us.

After that — our notice policy

Outside the 14-day window, you can still cancel or move any clean. All we ask is reasonable notice, because a slot we can't refill is a day's work lost.

• More than 24 hours before your slot Free — cancel or move it
• Less than 24 hours before your slot 50% of the price
• We can't get in on the day 50% of the price

If you've already paid, we'll refund the balance. If you haven't, we'll invoice for the charge. We're human about this — if you're ill, or something has gone wrong at home, tell us and we'll almost always waive it.

How to cancel

Use the manage link in your confirmation email, reply to that email, or call 07341 344135. Online cancellation stays open up to the day of the clean; after that, please ring us.

If we have to cancel

Very occasionally we'll have to move a clean — illness, a vehicle off the road, weather that makes the job unsafe. We'll tell you as soon as we know, offer you the earliest alternative slot we have, and refund in full if none of them suit. We won't charge you anything for a clean we've cancelled.

7. Getting in

You'll need to make sure we can get in at the agreed time — by being there, leaving a key somewhere we've agreed, or arranging access through an agent.

Everyone who enters your property or holds a key for us has a current DBS check, and we'll show you the certificate if you'd like to see it. If we hold keys for you, we keep them tagged with a code rather than your address, stored securely, and we return them whenever you ask. If we arrive and can't get in, and can't reach you within 30 minutes, we'll treat it as a same-day cancellation.

8. What we need from you

• Working electricity, hot water and lighting at the property.
• Somewhere legal and reasonably close to park. If parking has to be paid for, we'll agree that with you beforehand and add it to your price.
• Cash, jewellery and small valuables put away before we arrive.
• A word about anything fragile, antique, or that needs a particular product — and about any pets who'll be around.
• A safe place to work. If we arrive to something we consider unsafe, we may leave, and we'll treat it as a same-day cancellation.

9. What we don't do

Some things need a specialist, the right insurance, or kit we don't carry. We don't take on:

• Biohazard work — bodily fluids, needles, drug paraphernalia, or clearing after a death.
• Pest infestations, or mould that needs treating at the source rather than cleaning off a surface.
• Anything needing ladders above first-floor height, or exterior windows above the ground floor.
• Moving heavy furniture or appliances. We'll clean around and behind anything you've moved for us.
• Chimneys, drains, septic tanks, gutters or roofs.

If you're not sure whether something's on the list, ask us before you book — we'd rather tell you honestly than turn up and let you down.

10. If something goes wrong

Please report breakages or damage within 24 hours too, before the area is disturbed, so we can see what happened and put it through our insurance if it needs to go that way.

If a complaint can't be settled between us, you're free to take it further — through your local Trading Standards service, or the courts. None of these terms affects your legal rights as a consumer.

11. Insurance and liability

We carry £5m public liability insurance, and employers' liability insurance whenever anyone is working with us. We're also registered with the Environment Agency as an upper-tier waste carrier (registration CBDU656264), so we can legally remove waste from your property and take it to a licensed facility. We're happy to send certificates and registration details on request.

We're responsible for loss or damage we cause, where that loss was a foreseeable result of us breaking this agreement or failing to use reasonable care and skill. We're not responsible for things we couldn't have foreseen — for example damage to an item whose fragility, age or special cleaning needs we weren't told about.

We never limit or exclude our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law doesn't allow us to exclude.

12. Booking as a business

If you're booking as a business — a letting or managing agent, a landlord, or any other company — this section applies to you instead of the 14-day right in section 6, which is a consumer right and doesn't apply to business customers.

• Our notice policy in section 6 still applies, unless we've signed something different with you.
• Invoices are due within 30 days of the invoice date unless we've agreed otherwise in writing.
• On a late invoice we may charge statutory interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998.
• Where you're passing us personal data about tenants or occupiers, we act as your data processor and we'll sign a data processing agreement before that starts.
• Where you have your own supplier contract, that contract takes precedence over these terms wherever the two disagree.

13. Your information

We collect your name, contact details, address and the details of your bookings so that we can quote, turn up, and invoice. We keep any photos you send us for the same reasons. We don't sell your details to anyone, and we don't share them except with the people who help us run the business — our payment providers and our email provider.

You can ask us what we hold about you, ask us to correct it, or ask us to delete it once we no longer need it for tax records. Email bookings@grimetoglory.co.uk and we'll sort it.

Cookies

This site sets no cookies of its own. You can browse it, get a quote and book a clean without one.

We would like to use Google Analytics, which sets its own cookies to count visits and show us which pages people actually read. We only turn it on if you press Accept on the banner, and the site works exactly the same if you don't. Google's own explanation of what it collects is in their privacy policy.

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14. Changes and law

If any part of these terms turns out to be unenforceable, the rest of them carry on applying. If we don't insist on something straight away, that doesn't stop us insisting on it later.

These terms are governed by the law of England and Wales, and the courts of England and Wales deal with any dispute arising from them.

15. Cancellation form

You don't have to use this — an email, a phone call or the manage link in your confirmation is just as good. But if you'd like to use it, copy the wording below into an email to bookings@grimetoglory.co.uk.