Aspire Perfection Cleaning
Service Agreement
At Aspire Perfection, our goal is to make every cleaning experience as simple, reliable and stress-free as possible. This agreement is here to make sure both you and our team know exactly what to expect when booking a cleaning service with us.
These Terms & Conditions explain how our bookings, payments, cancellations and cleaning services work, as well as the responsibilities of both Aspire Perfection and our customers. Having everything clearly outlined helps us provide a smooth and consistent service while avoiding any misunderstandings.
By making a booking with Aspire Perfection, you agree to the terms outlined below. We recommend reading through them before confirming your service.
Scope of Service
For both Standard Cleans and Deep/EoT Cleans , cleaning is limited strictly to what is included within the service scope listed on our website under the relevant service description.
Our cleaners will complete everything included within that scope. Anything outside of the agreed service must either be arranged with Aspire Perfection before the appointment or may require additional time and charges if the cleaner is able to accommodate the request.
Equipment & Products
Cleaning products are provided by Aspire Perfection unless agreed otherwise.
For sanitary reasons, vacuum cleaners and mops are not provided for Standard Cleans and must be available at the property for the cleaner to use.
For Deep/EoT Cleans, Aspire Perfection can provides a vacuum cleaner and mop, or could use the clients if preferred. Any other equipment arrangements should be agreed before the appointment.
Access to the Property
It is the customer's responsibility to ensure that our cleaner can access the property at the agreed appointment time.
If the customer will not be at the property, suitable access arrangements must be provided in advance. This may include providing keys, lockbox details, concierge instructions or any other necessary information required for the cleaner to enter the property.
If the cleaner is unable to access the property for any reason outside of Aspire Perfection's control, including the customer not being present, incorrect or missing access information, keys not being available, concierge or building access issues, or any other circumstances preventing entry, any time the cleaner spends waiting will be charged to the customer at a rate of £20 per hour, calculated based on the amount of waiting time.
The customer should contact Aspire Perfection as soon as possible if they become aware of any issue that may prevent or delay access to the property.
Cleaner Allocation & Continuity
We understand that having the same cleaner regularly attend your property helps build familiarity, trust and comfort for both the customer and the cleaner. For this reason, wherever possible, we will always aim to send the same cleaner to your property for regular cleaning appointments.
However, we cannot guarantee that the same cleaner will be available for every appointment. From time to time, due to availability, illness, holidays, emergencies or other operational reasons, Aspire Perfection may allocate a different cleaner to complete your service.
Where a replacement or alternative cleaner is required, we will always aim to provide someone who is appropriately experienced and capable of completing the booked service to Aspire Perfection's expected standards.
Deposit & Payments
To secure your booking, customers are required to provide valid card details at the time of booking.
A temporary authorisation hold may be placed on your card before the scheduled cleaning appointment. This is not necessarily an immediate charge; however, the authorised amount may be temporarily reserved by your bank or card provider and may affect your available balance.
Once the cleaning service has been completed, the final amount due will be charged to the card provided. This may include any additional charges agreed or incurred during the service, such as additional cleaning time or waiting time due to access issues.
By providing your card details and confirming your booking, you authorise Aspire Perfection to charge the card provided for the final amount due in accordance with these Terms & Conditions.
If payment cannot be successfully processed, the outstanding balance will remain payable and Aspire Perfection reserves the right to suspend or refuse future bookings until the balance has been settled.
Rescheduling & Cancellations
Rescheduling must be requested more than 48 hours before the appointment.
If a rescheduling request is made within 48 hours of the appointment, the booking cannot be moved to another date under our standard rescheduling policy.
We will always try our best to accommodate our customers where possible; however, changes are subject to cleaner availability and cannot be guaranteed.
If a cancellation or rescheduling request is made within 24 hours of the scheduled appointment, the booking cannot be moved and a cancellation fee equal to 50% of the total booking value will apply.
This policy is in place because once a booking has been confirmed, Aspire Perfection reserves that time specifically for your service and allocates a cleaner to the appointment. This may mean that both Aspire Perfection and the allocated cleaner have turned down other work in order to remain available for your booking. A last-minute cancellation can therefore leave the cleaner without work or sufficient time to accept another job. The cancellation fee helps compensate for the time that was reserved and the loss of potential work.
Regular Cleaning Customers
Where a regular clean is agreed for a set date and time, it is the customer's responsibility to remember the appointment and ensure that access to the property is available.
If the cleaner attends the property and cannot carry out the clean due to no access, the appointment being forgotten or another reason outside of Aspire Perfection's control, the full cleaning charge will apply.
Alternatively, a 50% cancellation fee may be paid to cover the cleaner's travel and a minimum of one hour's payment for their allocated time. If this option is agreed, the cleaning appointment may be rescheduled for another date within the same week, subject to availability.
Preparing the Property
Our cleaner is there to clean, so we strongly advise having the property reasonably tidy and ready for cleaning before their arrival.
If items need to be moved around, organised or tidied before cleaning can begin, this will take time away from the actual cleaning service. This may result in the cleaner being unable to complete everything within the allocated time or the appointment taking longer, which may result in additional charges.
Recording & Photography
By booking a service, you give permission for Aspire Perfection to take photos or videos inside the property where reasonably necessary.
These are primarily used to document the condition of the property and provide evidence of the quality of work completed. They may also be used internally for quality control and training purposes.
Photos or videos may also be used for content creation or marketing purposes. We will always make reasonable efforts to avoid capturing personal, private or sensitive information.
Damages & Dissatisfaction
Any damage or dissatisfaction with the service must be reported to Aspire Perfection within 24 hours of the cleaning service being completed.
Aspire Perfection is not responsible for pre-existing damage, normal wear and tear, faulty fixtures or fittings, or damage caused by items that were already damaged, loose, unstable or defective before cleaning began.
Any concerns regarding the quality of the cleaning service should be reported within 24 hours so that we have a reasonable opportunity to investigate and, where appropriate, resolve the issue.
Liability is limited to the value of the cleaning service provided, to the extent permitted by applicable law.
Agreement Confirmation
By paying the required deposit, setting up or making payment by Direct Debit, or otherwise confirming and proceeding with a booking, you confirm that you have read, understood and accepted the terms outlined in this Cleaning Service Agreement.
Your booking is secured once the required booking requirements and payments have been completed and confirmed by Aspire Perfection.
Thank you for choosing Aspire Perfection. We look forward to providing you with a reliable, professional and high-quality cleaning service.