Terms & Conditions
| Last Updated: April 2026 | Governing Law: England & Wales |
| Please read before booking These Terms and Conditions (“Terms”) govern the relationship between Eco Pristine Cleaning Co. Ltd. (“we”, “us”, “our”) and any individual or organisation (“you”, “the Client”) who books or uses our cleaning services. By making a booking — whether verbally, by email, via our website or by signing a quote — you confirm that you have read, understood and agreed to the |
1. About Us
Eco Pristine Cleaning Co. Ltd. is a registered cleaning company based in the United Kingdom. We provide domestic cleaning services including general (maintenance) cleaning and deep cleaning for residential properties. We operate in accordance with all applicable UK legislation, including health and safety, employment and data protection law.
Our contact details and company registration information can be found on our website and in all official correspondence. For enquiries, please use the contact details provided at the end of this document.
2. Definitions
| Term | Meaning |
| “General Clean” | A routine maintenance clean covering standard household area as listed in the agreed service scope. |
| “Deep Clean” | A comprehensive, intensive clean covering all areas of the property including specialist tasks (ovens, inside cupboards, grout, inside windows, etc.) as agreed at the time of booking. |
| “Service” | Any cleaning service provided by Eco Pristine Cleaning Co. Ltd. |
| “Quote” | A written estimate issued to you detailing the agreed scope of work and price. Valid for 30 days unless otherwise stated. |
| “Booking” | A confirmed appointment for Services, secured by payment of the required deposit. |
| “Working Day” | Monday to Saturday, 9:00am – 5:00pm, excluding UK public holidays. |
3. Bookings & Quotes
3.1 Requesting a Quote
You may request a quote by contacting us via our website, telephone or email. Quotes are prepared based on the information you provide about your property. Quotes issued without a physical or photographic inspection are estimates and may be revised upon our team’s arrival if the property’s condition differs materially from what was described.
3.2 Quote Validity
All quotes are valid for 30 days from the date of issue unless otherwise stated in writing. We reserve the right to withdraw or revise a quote at any time before a deposit has been received.
3.3 Confirming a Booking
A booking is only confirmed once we have received your deposit payment (see Section 4). Until the deposit is received, we cannot guarantee your preferred date or time. You will receive written confirmation of your booking by email.
| Please Note: If we arrive at a property and find that conditions significantly differ from those described (e.g. extreme levels of dirt, hoarding, pest infestations or hazardous materials), we reserve the right to revise the quote, refuse the service or limit the scope of the clean. You will not be charged beyond the revised quote if you do not agree to proceed. |
4. Pricing & Payment
4.1 Deposit
A non-refundable deposit of 25% of the quoted price is required to secure your booking. This deposit is deducted from your final balance and is payable at the time of booking confirmation.
4.2 Final Payment
The remaining balance is due on the day of completion of the clean, unless otherwise agreed in writing. We accept payment by bank transfer, card or other methods as notified to you at the time of booking.
4.3 Late Payment
If any payment is not received by the due date, we reserve the right to charge interest at 8% per annum above the Bank of England base rate, in accordance with the Late Payment of Commercial Debts (Interest) Act 1998, where applicable. We may also suspend future bookings until outstanding amounts are settled.
4.4 VAT
All prices quoted are exclusive of VAT unless stated otherwise. If we become required to register for VAT, we will inform you and prices will be updated accordingly. Our current VAT registration status is available on request.
4.5 Additional Charges
Any additional services requested on the day of the clean that were not included in the original quote will be charged at our standard rates. These will be agreed with you before being carried out.
5. Cancellations & Rescheduling
| Notice Given | Outcome |
| More than 48 hours before the booking | Booking may be rescheduled free of charge. Deposit is transferred to the new date (non-refundable if cancelled outright). |
| 24 – 48 hours before the booking | A cancellation fee of 50% of the quoted price applies. Deposit is retained. |
| Less than 24 hours before the booking | The full quoted price is payable as a cancellation fee. |
| No-show / unable to access property | The full quoted price is payable. We will make one attempt to contact you on the day. |
| Our right to cancel:We reserve the right to cancel or reschedule a booking in the event of staff illness, extreme weather, equipment failure or other circumstances beyond our reasonable control (force majeure). In such cases, we will notify you as soon as possible and offer a rescheduled date. No cancellation fee will be charged to you in these circumstances. |
6. Our Services
6.1 Scope of Work
We will carry out the services specified in your confirmed quote. Any tasks not listed in the quote are not included in the price. If you wish to add services on the day, we will endeavour to accommodate these at our standard rates, subject to availability and time.
6.2 Cleaning Products & Equipment
We supply all cleaning products and equipment required to complete the service. All products used are eco-friendly, non-toxic and safe for children, pets and the environment. If you have specific requirements or allergies, please inform us at the time of booking so we can accommodate your needs.
6.3 Timing
We will endeavour to complete all services within the estimated timeframe. However, the time required may vary depending on the size and condition of the property on the day. We will communicate any significant changes to the estimated duration as soon as we are aware.
6.4 Quality Standard
We are committed to delivering a high standard of service on every visit. If you are not satisfied with any aspect of the clean, please notify us within 24 hours (see Section 11 – Complaints). We will return to address any areas of concern at no additional charge.
7. Your Responsibilities
To allow us to deliver the best possible service, you agree to:
- Provide safe, unobstructed access to the property at the agreed time. This includes ensuring a point of contact is available or providing appropriate access arrangements (key, code, etc.).
- Remove or safely store any fragile, valuable, sentimental or irreplaceable items prior to our arrival. We will not be held liable for damage to items that were not disclosed and secured in advance.
- Inform us of any known hazards in the property, including but not limited to: structural issues, pest infestations, mould, known allergens, or hazardous substances.
- Ensure pets are secured or removed from the areas being cleaned during the service. We are not responsible for pets leaving the property or sustaining injuries during our visit.
- Ensure the property has working electricity, hot water and adequate ventilation for our team to work safely.
- Inform us of any products or materials that you do not want used in your property.
- Notify us if any member of your household is self-isolating, unwell or has been recently diagnosed with a communicable illness.
8. Liability & Damage
8.1 Our Liability
We take the utmost care when working in your property. However, if damage occurs as a direct result of our negligence, we will take reasonable steps to repair or replace the damaged item or provide appropriate compensation up to the value of our Public Liability Insurance.
8.2 Reporting Damage
Any damage must be reported to us in writing within 24 hours of the service being completed. We cannot accept liability for damage reported after this period, as it will not be possible to establish causation.
8.3 Limitations of Liability
We shall not be liable for:
- Pre-existing damage, wear and tear, or items in a fragile or deteriorated condition prior to our visit.
- Damage to items not disclosed to us before cleaning commenced.
- Items broken due to inherent fragility (e.g. limescale-damaged taps, worn grout, unstable fixtures).
- Incomplete results on surfaces that cannot be fully restored by cleaning alone.
- Any indirect, consequential, or economic loss arising from our services.
- Loss of earnings, business losses, or any other indirect loss howsoever arising.
Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation.
| Our maximum liability in any circumstance shall not exceed the total price paid for the Service giving rise to the claim. |
9. Insurance
Eco Pristine Cleaning Co. Ltd. holds the following insurance cover:
- Public Liability Insurance — minimum £1,000,000 cover per incident, protecting you in the event of accidental damage to your property or injury caused by our staff.
- Employers’ Liability Insurance — as required by UK law (minimum £5,000,000 cover), protecting our employees in the event of work-related injury or illness.
Proof of insurance is available on request. We recommend that you also ensure your own home contents and buildings insurance is adequate and up to date.
10. Data Protection & Privacy
We are committed to protecting your personal information. By using our services, you consent to us collecting and processing the personal data necessary to provide those services, including your name, address, contact details and payment information.
We will never sell your personal data to third parties. We may share information with third parties only where necessary to deliver the service (e.g. payment processors) or where required by law.
Your data is held and processed in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. You have the right to access, correct or request deletion of your data at any time by contacting us in writing.
For full details of how we collect, use and store your data, please refer to our separate Privacy Policy, available on our website.
11. Complaints Procedure
We take all feedback seriously and aim to resolve any concerns quickly and fairly. If you are dissatisfied with our service, please follow the steps below:
- Notify us within 24 hours of the service being completed, either by telephone or email. Please provide as much detail as possible, including photos where applicable.
- We will acknowledge your complaint within 1 Working Day and aim to investigate fully within 3 Working Days.
- Where a complaint is upheld, we will offer one of the following remedies at our discretion: a return visit to correct the issue at no charge; a partial or full refund; or a credit against future services.
- If you remain dissatisfied after our response, you may escalate the matter in writing to a senior member of our management team.
| Refund & Remedy Eligibility: We do not offer refunds where the service was completed as agreed but you have simply changed your mind. Refund or remedy eligibility is subject to the complaint being raised within 24 hours and our team being afforded a reasonable opportunity to remedy the issue. |
12. General Terms
12.1 Amendments
We reserve the right to update or amend these Terms at any time. The current version will always be published on our website. Continued use of our services following any amendment constitutes acceptance of the revised Terms.
12.2 Entire Agreement
These Terms, together with any confirmed quote or booking confirmation, constitute the entire agreement between you and us in relation to the Services and supersede all prior representations, agreements or understandings.
12.3 Severability
If any provision of these Terms is found by a court to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
12.4 Waiver
Our failure to enforce any right or provision of these Terms shall not constitute a waiver of that right or provision.
12.5 Governing Law
These Terms and any dispute arising from them shall be governed by and construed in accordance with the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.
12.6 Third Party Rights
Nothing in these Terms shall confer any rights on any third party under the Contracts (Rights of Third Parties) Act 1999.
| Questions about these Terms? If you have any questions or concerns, please contact us using the details below. Email: info@ecopristine.co.uk | Tel: +447345570200 |