Doctor Spotless Ltd – Terms and Conditions

These Terms and Conditions outline the terms of use for the website www.doctorspotless.com and all cleaning services provided by Doctor Spotless Ltd (“Company,” “we,” “us,” or “our”). By using our website or booking a service (via phone, email, or online), you agree to these Terms and Conditions. If you do not agree, please refrain from using our services.

These Terms and Conditions have been written to comply with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Nothing in these Terms and Conditions shall affect your statutory rights.

1. GENERAL TERMS

1.1 Use of Website

- Use of our website is subject to these terms.
- You may not misuse our website or use it for fraudulent purposes.

1.2 Service Coverage

- Our services are available across most of the UK.
- Availability may vary by location.

1.3 Booking and Quotations

- Bookings can be made via phone, email, live chat, or online.
- All quotations are based on standard completion times.
- Final pricing may be adjusted if the scope of work changes.
- Full pricing details are available upon request and will be confirmed prior to the commencement of services.

1.4 Right to Cancel (Consumer Contracts Regulations 2013)

- You have the right to cancel your booking within 14 days without giving any reason, provided the service has not yet started.
- If you request that we begin providing services within the cancellation period, you will be charged for any work completed prior to cancellation.

1.5 Force Majeure

- We are not liable for any failure or delay due to events beyond our control (e.g., weather, pandemics, road closures).
- Services may be rescheduled at the earliest convenience.

1.6 Customer Conduct and Safety

- Bookings may be terminated if our team is made to feel unsafe or harassed.
- No refunds will be issued and future bookings may be restricted.

1.7 Pets Policy

- Customers must secure pets to prevent interference.
- We are not liable for pet-related incidents or damage.

1.8 Access and Lockout Policy

- Customers must ensure access at the scheduled time.
- Failure to grant access within 30 minutes may result in cancellation and up to 50% charge.
- Waiting time beyond 15 minutes may incur a £15 fee per 15-minute interval.

1.9 Data Protection

- We comply with GDPR and UK data laws.
- Data is used only for bookings, customer support, and administration.
- We do not share your data without consent unless required by law.
- You may request access to or deletion of your data.
- We retain personal data no longer than necessary.

2. PRICING AND PAYMENTS

2.1 Pricing

- Prices are based on average property sizes and conditions.
- Additional charges may apply for extended services or larger-than-average properties.
- Prices include VAT unless otherwise stated.

2.2 Additional Charges

- Parking, congestion charges, and tolls are the responsibility of the customer.
- Delicate item handling or specialist equipment may incur extra fees.

2.3 Payment Terms

- Full payment is due upon arrival of the team to the property, prior to the start of the service, unless otherwise agreed.
- We reserve the right to cancel bookings if payment is not received or confirmed in advance.

3. SERVICE TERMS

3.1 Service Performance

- We strive to deliver services with reasonable care and skill and to attend as scheduled, though arrival times are approximate.
- Service delays due to external factors do not warrant refunds.

3.2 Customer Responsibilities

- Customers must provide access, electricity, and hot water.
- Properties must be free of occupants during end of tenancy cleaning.
- Cupboards and drawers must be emptied for internal cleaning during deep cleans.

3.3 Service Limitations

- We do not guarantee stain removal, mould treatment, or restoration of pre-existing damage.
- Services such as cleaning appliances, wall washing, and deep mould removal must be booked separately.

3.4 General &Commercial Cleaning.

- We are not liable for waste removal or the moving of heavy goods unless previously arranged.

- Heavy goods movement such as tables, chairs and other heavy furniture may incur an additional cost and must be agreed between the client & Doctor Spotless Ltd in writing at least 72 hours before the rendering of services.
- Surface splashes such as paint or plaster will be treated with care, but full removal is not guaranteed.

3.5 Carpet and Upholstery Cleaning

- We are not liable for shrinkage due to poor carpet fitting.
- We are not responsible for pre-existing stains or damage.
- Furniture must be removed prior to cleaning unless agreed otherwise.
- Customers must declare if carpets are made of natural fibres.
- Drying times may vary; proper ventilation and heating are recommended.

4. CANCELLATIONS AND REFUNDS

 

4.1 Cancellation Policy

- Cancellations made more than 72 hours in advance incur no charge.
- Cancellations within 24 hours may incur a fee of 30% of the booking total.

4.2 Rescheduling

- Bookings can be rescheduled free of charge if notice is given at least 24 hours in advance. If we are not notified of a reschedule within 24 hours, you will be subject to a call out fee of £50 + VAT.

4.3 Refunds

- The first remedy for a complaint is a free re-clean.
- If a re-clean is refused, a maximum refund of 10% may apply.
- Full refunds are issued only if:

- The service is cancelled by Doctor Spotless,
- Our team fails to attend,

- Less than 75% of the agreed service was completed with clear visual evidence.
- Partial refunds are only issued following a re-clean and valid complaint within 7 days.

5. DAMAGE AND LIABILITY

 

5.1 Insurance

- We hold public liability insurance up to £1,000,000.

5.2 Damage Claims

- Damage must be reported within 48 hours of service.
- Claims made after this period may be denied.
- For valid claims, we may offer repair or compensation based on the item’s current value.

5.3 Exclusions

- We are not liable for damages caused by faulty equipment or materials supplied by the customer.
- We are not responsible for pre-existing damage or loss of sentimental or irreplaceable items.

6. GUARANTEE AND COMPLAINTS

6.1 Satisfaction Guarantee

- We offer a 3-day satisfaction guarantee for one-off deep cleans and after builders cleaning.
- Re-cleans are offered once per booking, subject to inspection and approval.

6.2 Complaint Procedure

- All complaints must be submitted in writing within 7 days of the service date.
- Complaints must include photographic evidence and a clear description of the issue.
- We do not accept complaints via phone or live chat.
- Complaints will be reviewed and responded to within a reasonable timeframe.
- If unresolved, complaints may be escalated to Citizens Advice or an approved ADR body.