DigiCleen Terms and Conditions
1. About these terms
These terms apply to cleaning bookings made with DigiCleen. Read them with your service description, quotation, booking confirmation and Quality Guarantee. Keep a copy of the information supplied before you book.
Please ask us to explain anything unclear before accepting. For business customers, separately agreed written commercial terms may specify different invoicing, scheduling or cancellation arrangements. Nothing in these terms removes rights that cannot lawfully be excluded.
2. Booking and contract formation
A calculator result or enquiry is not itself a confirmed appointment. A contract is formed when we accept your booking and issue a confirmation stating the service, agreed scope, price and appointment details.
Bespoke quotations require acceptance before confirmation. We may need further information about condition, access or risk before accepting a request. Please ensure that the person booking has authority to arrange work at the property.
3. Scope and changes
The confirmed checklist identifies included tasks and extras. Tasks not listed, specialist treatments, waste removal and repairs are not automatically included.
Provide accurate property information and disclose relevant hazards. If the job differs materially from the description, we discuss an amended scope, price or schedule before undertaking additional work. We do not treat a general request for cleaning as consent to unlimited extra charges.
See Pricing and the relevant Service Page.
4. Prices, deposits and payment
Your booking summary states the total and applicable taxes, any deposit and the outstanding balance. Deposits are credited against the final price; they are not automatically non-refundable.
How payment works. For all domestic cleaning, we only place a hold on your card for the booking amount. You are not charged until the completed clean is approved. For all other cleaning types, a 50% deposit is taken and a hold is placed on the remaining 50% balance for the booking to go through. The balance is collected once the job is approved.
Our Cancellation, Rescheduling and Refund Policy explains notice periods, charges and refunds.
Where payment details are saved, you must expressly authorise the agreed later-payment arrangement. Approval of the completed checklist triggers collection of the outstanding balance. If no issue is reported within 24 hours of the checklist being sent, collection may occur under the disclosed authorisation.
An issue reported during that window pauses automatic collection for review. A failed charge remains unpaid; we may ask you to complete authentication or provide a suitable alternative payment method. We will communicate any proposed changes to future bookings rather than silently cancelling them.
Full card numbers and security codes must be entered through the payment provider, not sent to DigiCleen by email or general form.
5. Access and preparation
Provide safe, agreed access, usable water and electricity where needed, and reasonable working conditions. Tell us about pets, delicate materials, restricted areas and hazards.
Product and equipment responsibilities are set out in the confirmation. We do not assume permission to move heavy furniture, handle valuables or use unsuitable chemicals.
If work cannot proceed safely or access is unavailable, we will explain the situation and available next steps. Any charge must follow a fair, disclosed policy and applicable law.
6. Changing or cancelling an appointment
Contact [EMAIL/PHONE] with your booking reference as soon as possible.
Standard notice period: [CONFIRM POLICY BEFORE PUBLICATION].
Late cancellation or failed-access charges: [INSERT FAIR, PRE-CONTRACT DISCLOSURE OR STATE NONE].
Outside statutory cancellation rights, any cancellation charge must reflect justified loss and take account of costs saved and reasonable steps to reduce that loss. A deposit will not be retained automatically regardless of circumstances.
7. Consumer cancellation rights
For eligible consumer service contracts made online or by telephone, you generally have 14 days after the contract is made to cancel without giving a reason. Tell us through a clear statement by email or another available contact method. You may use the model form below but do not have to.
If you want cleaning to start within that period, we require your express request. If you cancel after properly requested work has started, you may need to pay a proportionate amount for services supplied up to cancellation, where the legal conditions are met.
The cancellation right is lost after full performance only where the necessary early-start request and acknowledgement were obtained. We provide the relevant information and confirmation before work begins.
Model cancellation form
To: [LEGAL BUSINESS NAME, ADDRESS AND EMAIL]
I/We give notice that I/we cancel my/our contract for the following cleaning service: __________
Ordered on: __________
Customer name: __________
Customer address: __________
Signature, only if submitted on paper: __________
Date: __________
8. Completion, complaints and corrective work
You or an authorised representative may inspect and sign the checklist. Remote review is available where attendance is not possible.
Please report specific concerns promptly, preferably within the 24-hour review window, so we can investigate. Silence is not recorded as satisfaction, and signature or payment does not waive statutory rights.
We provide services with reasonable care and skill. Appropriate remedies may include repeat performance or a price reduction where required by law. Our Quality Guarantee explains the practical reporting process.
9. Damage and liability
Report suspected damage promptly with the booking reference and relevant details. We investigate fairly and assess responsibility. Insurance does not mean that every claim is automatically accepted or every loss is covered.
We do not exclude liability for death or personal injury caused by negligence, fraud, or anything else that cannot lawfully be excluded. For consumers, we remain responsible for foreseeable loss caused by our breach or failure to use reasonable care and skill. Specialist business liability terms, if needed, must be agreed separately.
10. Delays and service disruption
If we cannot attend or a material delay occurs, we contact you and discuss rescheduling or an appropriate refund for work not provided. We do not promise an automatic replacement cleaner for every absence.
11. Privacy and legal rights
Our Privacy Notice explains personal information handling. These terms are governed by the law of England and Wales, without removing mandatory protections or court rights available to consumers elsewhere in the UK.