Booking terms

1. Who we are

OX Cleaning LTD ("we", "us"). Office: 72 Mitchell Way, Abingdon, OX13 6GJ. Telephone 01235 376072 (every day, 8am-10pm), email [email protected].

These terms are for consumers booking home cleaning. Business and specialist work is quoted in writing, and that written quote sets out what is included, the price and the payment terms.

2. Your price

Online prices are worked out from the details you give us: the service, the size of the property, its condition, the date and any extras you choose. The price shown before you book is the total you pay for the clean described, including any weekend charge (10% on Saturdays and Sundays), minimum charges, extras and any travel charge for addresses further from Abingdon. Nothing is added afterwards for the work you booked. The one cost that can be added is paid parking, explained in section 9. Addresses outside the areas we price online are quoted by our team.

If the property turns out to be materially different from what you told us, for example more rooms or much heavier soiling than declared, we will tell you before starting. You can then choose to pay an adjusted price for the extra work, reduce the work to what you booked, or cancel with a full refund of anything you have paid.

3. When your booking is confirmed

You can book a clean from 2 days to about 6 months ahead. When you send a booking, our contract with you starts when we confirm it: either when your online payment succeeds and we confirm the date, or, if no payment is taken online, when we contact you to confirm the date. We confirm the booking and these terms in writing by email.

4. Payment

Where online payment is offered, card payments are taken securely by Stripe; we never see your card details. Cleans under £200 are paid in full when you book. For cleans of £200 or more you pay a deposit of 25% (at least £50) when you book, and the rest after the clean. Where no online payment is taken, we agree with you how and when to pay when we confirm the booking.

5. Your right to cancel

You have the right to cancel this contract within 14 days without giving any reason. The cancellation period ends 14 days after the day the contract is made.

To cancel, tell us clearly before the period ends, by email to [email protected], by phone on 01235 376072, or by post to 72 Mitchell Way, Abingdon, OX13 6GJ. You can use the cancellation form below, but you do not have to.

If you cancel, we refund all payments you have made, using the same payment method, within 14 days of the day you tell us. There is no fee for the refund.

Cleans within the 14 days. If your clean is booked for a date inside the cancellation period, we will only carry it out if you expressly ask us to when you book. If you then cancel after the clean has started, you pay a proportionate amount for the work done up to the moment you told us. Once the clean is fully completed, the right to cancel ends.

6. Changing or cancelling later

After the 14 days, you can still change the date or cancel at any time before the clean starts by contacting us, and we do not charge a cancellation fee. We will refund anything you have paid for a cancelled clean within 14 days. If you cancel after the cleaner has arrived and started, you pay for the work done.

7. If we need to change your clean

Occasionally we may need to move a clean, for example because of illness, unsafe conditions at the property, or weather for outside work. We will tell you as soon as we can and offer another date. If the new date does not suit you, you can cancel and we will refund anything you have paid in full.

8. Regular cleans

Weekly, fortnightly and monthly cleans continue until you stop them. There is no minimum term: tell us before your next visit if you want to pause or end them. If we change the price of a regular clean, we will tell you in advance and you can end the arrangement before the new price applies.

9. Access and your home

• Let us into the property at the agreed time, or tell us how to collect a key. Please do not send door or alarm codes through the website notes.
• We can collect keys from a letting agent, concierge, neighbour or key safe within 2 miles of the property, and return them after the clean, at no extra charge. Tell us where in your booking notes. Further away, we agree any charge with you before the clean.
• Our team travels by car with equipment. If there is no free parking at or near the property, we pay for the nearest suitable parking or permit and add that cost, with no mark-up, to your bill. We tell you before the clean if we expect to do this, and we send the receipt. Tell us in your booking notes about permits, visitor bays or a driveway we can use.
• Tell us about pets, alarms and anything fragile, valuable or with a special finish, so we can plan for it.
• We need running water and electricity. For oven cleaning the oven must be off and cool; for fridges, please empty them first.
• If we cannot get in or cannot work safely, we will contact you to arrange another date.

10. Our standard of work

We carry out every clean with reasonable care and skill, and do the work described in your booking. If something in the booking has been missed or is not done properly, tell us as soon as possible, ideally within 48 hours, and we will come back to put it right at no charge. If that is not possible, we will give you a fair price reduction. This does not affect your legal rights.

End of tenancy cleaning is done to help you get your deposit back, but the decision on your deposit rests with your landlord, letting agent or deposit scheme, not with us.

11. Damage and liability

Please tell us about any damage you think we caused as soon as you notice it, with photos if you can, so we can look into it quickly. We are responsible for loss or damage that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We are not responsible for damage that was already there, or for items that were not suitable for normal cleaning and that you did not tell us about. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit.

12. Complaints

If you are unhappy with anything, contact us by email at [email protected] or by phone on 01235 376072, with your booking reference. We will look into it and reply as quickly as we can, and try to put things right.

13. Your information

How we use the details you give us is explained in our privacy notice.

14. The law that applies

These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland you can also bring proceedings in your home courts, and you keep the protection of the consumer law there.

Cancellation form

Complete and return this form only if you wish to cancel the contract. You can copy the text into an email.