Terms & Conditions

Silvercrest Cleaning Ltd, 66 Paul Street, London, England, EC2A 4NA. You can reach us by phone on 0333 050 0664 or by email at info@silvercrestcleaning.co.uk. We are fully insured, including public liability cover.

Your online quote is based on the details you give us (service type, number and type of rooms, frequency and any add-ons). When you request a booking we confirm a date and time and email you this confirmation. Your booking is secured once you have provided the address of the property and paid the deposit.

A regular clean continues at the agreed frequency until either of us ends it under clause 8. We aim to send the same cleaner where we can, and will let you know in advance if that changes.

A £25 deposit is payable by card to confirm your booking. The deposit is deducted from your first bill — it is not an extra charge. If you cancel with at least the notice in clause 6, the deposit is refundable; if you cancel within 24 hours of the visit, it is non-refundable. This does not affect your statutory cancellation rights during the cooling-off period in clause 8.

All payments are taken securely by card. We do not accept cash on the day, and you will never be asked to pay the cleaner directly. For a one-off clean, the balance is charged to your card after the visit. For a regular clean, the per-visit fee shown on your quote is charged to your saved card after each visit.

Prices are inclusive of any VAT chargeable. Add-ons (such as oven or carpet cleaning) are billed once, on the visit they are carried out.

We carry out the cleaning set out in your confirmation and cleaning specification, with reasonable care and skill and to a standard consistent with best practice. We will not move heavy furniture or handle items that are fragile, antique or valuable, and we will not clean items that in our reasonable judgement may be damaged by cleaning. Your cleaning specification lists exactly what is included and excluded for your booking.

If a fridge, freezer or cupboards are to be cleaned internally, please empty them before the visit. Cleaning products and equipment are supplied by us unless otherwise agreed.

Please give us safe access to the property at the agreed time — either by being present or by arranging access (for example a key safe), and ensure areas are reasonably accessible with hot and cold running water and power available.

If you need to cancel or rearrange a visit, please give us at least 24 hours’ notice. Where less notice is given, or we cannot get access on arrival, we may charge for the visit at the normal rate.

You can reschedule a visit yourself from your booking confirmation up to two times, and only while it is more than 24 hours away. Within 24 hours of the visit, or once you have already rescheduled it twice, it can no longer be changed online — please call us and we’ll do our best to help.

We want you to be happy with every clean. If a clean hasn’t been carried out with reasonable care and skill, tell us as soon as possible and we will return to put it right at no charge, or offer a fair reduction where that isn’t possible. This is in addition to your statutory rights under the Consumer Rights Act 2015.

As the agreement is made at a distance, you have a 14-day cooling-off period from the day it is formed. If you ask us to begin cleaning within that period and later cancel, you will be charged a fair proportion of the fee for any cleaning already carried out; any balance is refunded within 14 days.

After the cooling-off period, either of us may end a regular arrangement by giving the other reasonable notice (normally at least 14 days). We may end it sooner if fees are not paid or access is repeatedly not provided.

To support our quality assurance and to protect both you and us, our cleaners may take before-and-after photographs of the areas cleaned and of any pre-existing damage. These are handled in line with data protection law and are never shared with third parties or used for marketing without your written consent.

We are responsible for foreseeable loss or damage caused by our negligence or breach of these terms, and we maintain public liability insurance. If we cause damage to your property we will put it right at no cost to you. We are not responsible for pre-existing faults or damage, for loss that is not foreseeable, or for loss arising from your failure to follow reasonable instructions we give you.

We are not liable for failure or delay caused by events beyond our reasonable control (for example severe weather, fire, flood, or a public health emergency). If such an event affects a visit, we will let you know as soon as possible and rearrange it.