By completing this booking you confirm that you have read, understood and agreed to the following terms and conditions. These terms apply to all specialist and deep clean services provided by ClearLine Cleaning Group, including oven cleaning, carpet cleaning, upholstery cleaning, mattress cleaning, appliance cleaning and kitchen deep cleans.

1. BOOKINGS AND QUOTES

1.1  All prices displayed are "from" prices. The final price is confirmed before the appointment begins, based on the condition, size and accessibility of the item or area to be cleaned.

1.2  ClearLine Cleaning Group reserves the right to amend the quoted price if the condition of the item or property differs materially from what was described at the time of booking. You will be informed of any adjustment before work begins and may choose to proceed or cancel without charge at that point.

1.3  Receipt of a booking confirmation email does not constitute a confirmed appointment. Your booking is only locked in once two conditions have been met: (a) you have replied to the confirmation email confirming that you accept the invoice and the terms and conditions, and (b) your 50% deposit payment has been received and cleared into our account. Until both conditions are satisfied, your time slot is not guaranteed.

2. DEPOSIT AND PAYMENT

2.1  A deposit of 50% of the quoted service price is required to secure your booking. Payment is by bank transfer only, using the account details provided in your confirmation email. ClearLine Cleaning Group does not accept cash or card payments at this time.

2.2  The remaining balance is due within 24 hours of the job being completed, by bank transfer only, using the account details provided in your confirmation email. Failure to pay within 24 hours of completion may result in a formal late payment notice being issued.

2.3  Your booking slot is not locked in until both your invoice acceptance reply and your 50% deposit payment have been received. ClearLine Cleaning Group will send you a second confirmation email once both conditions have been met, at which point your appointment is fully secured.

2.4  Work will not commence until the deposit has been received, confirmed and a lock-in confirmation has been issued.

2.5  All prices quoted are inclusive of products, equipment and labour unless otherwise stated.

3. CANCELLATION POLICY

3.1  You may cancel or reschedule your booking free of charge by giving at least 24 hours notice before your scheduled appointment time.

3.2  To cancel or reschedule, contact us by phone on 01224 600 336 or by email at info@clearlineclean.co.uk. Cancellations are only accepted during working hours (Monday to Friday, 8am to 5pm).

3.3  If you cancel with less than 24 hours notice, or on the day of the appointment, 50% of the total quoted price is due as a cancellation fee. Where a deposit has been paid, this will be retained in full as the cancellation fee.

3.4  If you cancel with more than 24 hours notice, your deposit will be refunded in full within 3 to 5 working days by bank transfer.

3.5  ClearLine Cleaning Group reserves the right to cancel or reschedule an appointment in exceptional circumstances, including severe weather, staff illness or circumstances beyond our reasonable control. In such cases, you will be notified as soon as possible and offered an alternative date or a full refund of any deposit paid.

4. ACCESS AND PROPERTY REQUIREMENTS

4.1  You must ensure that a responsible adult aged 18 or over is present at the property for the duration of the appointment, or that clear access arrangements have been agreed in advance.

4.2  If our team arrives at the agreed time and cannot gain access to the property, this will be treated as a same-day cancellation and the cancellation fee in clause 3.3 will apply.

4.3  You must ensure that adequate parking is available within a reasonable distance of the property. Any parking charges incurred by our team will be added to the final invoice.

4.4  Our team requires access to a working electricity supply and hot and cold running water at the property throughout the appointment.

5. CLIENT PREPARATION — SERVICE-SPECIFIC REQUIREMENTS

To achieve the best possible results and to avoid delays or additional charges, please ensure the following preparation has been completed before our team arrives.

5.1  OVEN CLEANING

• The oven must be switched off and completely cool before the appointment.
• Remove all food, trays and loose items from inside the oven, grill and hob.
• Clear the immediate surrounding area to give our technician adequate working space.
• If your extractor fan has a replaceable filter, please ensure a replacement is available if required.
• Oven cleaning involves professional-grade non-caustic cleaning agents. Please ensure adequate ventilation in the kitchen during the clean.

5.2  CARPET CLEANING

• All small furniture, personal belongings, toys and ornaments must be removed from the carpeted area before our technician arrives.
• Heavy furniture such as sofas, wardrobes and beds does not need to be moved unless you want the carpet beneath them cleaned — in which case these must be moved prior to our arrival. Our technicians will not move heavy furniture.
• Vacuum the carpet before the appointment where possible.
• Carpets will be damp after cleaning. Allow 2 to 12 hours drying time. Do not replace furniture on the carpet until it is completely dry.
• Do not walk on freshly cleaned carpets with outdoor shoes.
• Open windows and doors after the clean to assist drying.

5.3  UPHOLSTERY CLEANING

• Remove all cushions, throws, blankets and personal items from the sofa or chair before our technician arrives.
• Move the sofa or chair away from walls and nearby objects to allow full access to all sides.
• Inform us at the time of booking if your upholstery is leather, suede, velvet or any specialist fabric.
• Upholstery will be damp after cleaning. Allow 2 to 14 hours drying time before replacing cushions or throws.
• ClearLine Cleaning Group is not responsible for pre-existing damage, permanent staining, fading or wear that becomes more visible once cleaned.

5.4  MATTRESS CLEANING

• Strip the mattress of all bedding, pillows and mattress protectors before the appointment.
• Ensure clear access to all sides and the top surface of the mattress.
• The mattress will be damp after cleaning — allow 2 to 6 hours drying time before replacing bedding.
• Open windows in the room to assist with drying.
• Inform us at the time of booking if the mattress has any known staining, urine contamination or significant soiling.

5.5  APPLIANCE CLEANING — FRIDGE AND FRIDGE-FREEZER

• The fridge or fridge-freezer must be switched off and fully defrosted at least 24 hours before the appointment.
• Remove all food, containers, bottles and drawers from the appliance before our technician arrives.
• Ensure the interior is accessible and that there is space to work around the appliance.

5.6  KITCHEN DEEP CLEAN

• All cupboards and drawers must be emptied before the appointment.
• Remove all items from worktops, including appliances, utensils, cookbooks and decorative items.
• Clear the area around the oven, fridge and any appliances being cleaned.
• Ensure the floor is clear of furniture, mats and obstructions.
• If the oven is included in the kitchen deep clean, the preparation requirements in clause 5.1 also apply.

6. RESULTS AND LIMITATIONS

6.1  ClearLine Cleaning Group will make every effort to achieve the best possible result for every service. However, results depend on the age, condition, material and previous care history of the item being cleaned.

6.2  We cannot guarantee the complete removal of old, permanent, set, dyed, bleached, ink, rust, oil-based, pet urine or heavily embedded stains from carpets, upholstery or mattresses. Where stain removal is unlikely to be successful, our technician will advise you before commencing work.

6.3  Wear, discolouration or damage that exists prior to cleaning may become more visible once the item has been cleaned. ClearLine Cleaning Group is not liable for pre-existing conditions of this nature.

6.4  We are not responsible for damage caused by the client placing furniture on a carpet or upholstered surface that has not yet dried fully after cleaning.

6.5  We are not responsible for any damage caused by the use of shop-bought or third-party cleaning products applied to carpets, upholstery or mattresses prior to our visit.

6.6  If a carpet is not properly fitted to the floor or walls, ClearLine Cleaning Group cannot take responsibility if it shifts following cleaning.

7. LIABILITY AND INSURANCE

7.1  ClearLine Cleaning Group carries full public liability insurance. In the event of damage caused directly by our team during the course of a service, please notify us in writing within 24 hours of the appointment.

7.2  All fragile, delicate or irreplaceable items must be removed from the area before our technicians arrive. We do not accept liability for any damage to items that should reasonably have been removed prior to the service.

7.3  We do not accept liability for any item, surface or appliance that was already in a damaged, fragile or deteriorated condition prior to our attendance.

8. COMPLAINTS

8.1  If you are not satisfied with any aspect of the service, you must notify us in writing by email to info@clearlineclean.co.uk within 24 hours of the appointment. Complaints received after this period may not be considered.

8.2  Where a valid complaint is received within the required timeframe, ClearLine Cleaning Group will arrange a re-clean of the affected area at no additional charge. We do not offer refunds in place of a re-clean.

8.3  We do not accept complaints relating to results that are limited by the condition of the item as described in clause 6.

9. GOVERNING LAW

These terms and conditions are governed by the laws of Scotland. Any disputes arising from a booking with ClearLine Cleaning Group are subject to the jurisdiction of the Scottish courts.