Terms and Conditions

Please contact us for our full Terms & Conditions.

TERMS AND CONDITIONS

TERMS AND CONDITIONS Norfolk Cleaners Ltd

1. COMPANY INFORMATION

Norfolk Cleaners Ltd is a cleaning service provider operating from Unit 3A Middlebrook Way, Cromer, Norfolk, NR27 9JR. Contact: 01263 704464. Company registration number 14666893

2. SERVICES PROVIDED

We offer the following cleaning services:

  • Domestic cleaning
  • Commercial cleaning
  • Holiday let cleaning and changeovers
  • Oven cleaning
  • Carpet cleaning
  • Gutter cleaning
  • End of tenancy cleaning
  • Full laundry service
  • Linen rental

3. SERVICE AREA

Our services are available within a 20-mile radius of Cromer, including Sheringham, Holt, Cley, and Aylsham. New service areas must be within a 20-minute drive from our office.

4. PAYMENT

  • Pricing includes all equipment, materials, insurance, and travel within service area
  • Payment accepted via Bank Transfers, debit card, credit card, Apple Pay, and Google Pay
  • Payment is due upon completion of service unless alternative arrangements are agreed in writing

5. BOOKING AND SCHEDULING

  • All bookings are managed through our automated booking system
  • We reserve the right to reschedule appointments due to weather conditions (particularly for gutter cleaning) or unforeseen circumstances
  • Customers may cancel appointments with reasonable notice

6. ACCESS AND SECURITY

  • Customers must provide safe and reasonable access to all areas requiring cleaning
  • Keys or access codes must be provided where necessary for holiday let and commercial properties
  • We maintain strict confidentiality regarding all customer premises and information
  • All staff are trustworthy, reliable, and trained to follow security protocols

7. INSURANCE AND LIABILITY

  • We carry comprehensive public liability insurance up to £100,000 for damage or accidents during cleaning
  • We are not liable for pre-existing damage or wear and tear
  • Any damage caused by our negligence will be reported immediately and resolved appropriately
  • Customers should report any concerns within 24 hours of service completion

8. HEALTH AND SAFETY

  • All cleaning products used are of commercial grade
  • We follow strict safety measures, particularly for gutter cleaning and specialist equipment use
  • Staff are trained in proper health and safety procedures
  • Customers must inform us of any specific health conditions, allergies, or hazards on the property

9. QUALITY ASSURANCE

  • All work is supervised by team leaders and quality control checkers
  • We strive to maintain consistent high standards across all services
  • Customer feedback is welcomed and addressed promptly
  • We encourage customers to leave reviews on Google and trusted trader platforms

10. ENVIRONMENTAL COMMITMENT

  • We try to use eco-friendly cleaning products
  • We partner with Tree-Nation to help offset our carbon emissions
  • We are committed to sustainable cleaning practices

11. STAFF AND TRAINING

  • All staff are experienced, reliable, and undergo shadowing training with experienced cleaners
  • Staff turnover is low, ensuring consistency of service
  • We maintain appropriate staffing levels, with increased hours during peak season (June-September)

12. COMPLAINTS AND RESOLUTION

  • We aim to respond to all enquiries within 3hrs during business hours
  • Complaints will be acknowledged with an apology and investigated promptly
  • We are committed to resolving any issues to customer satisfaction
  • Contact us via email or phone for any concerns

13. CANCELLATION POLICY

  • Domestic Cleaning Services:
  • 48+ hours notice: No charge
  • 24-48 hours notice: 50% of service charge
  • Less than 24 hours notice: 75% of service charge
  • Same day cancellation: 100% of service charge

    Holiday Let & Commercial Cleaning:
  • 72+ hours notice: No charge
  • 48-72 hours notice: 50% of service charge
  • 24-48 hours notice: 75% of service charge
  • Less than 24 hours/same day: 100% of service charge

    Emergency Exceptions:
  • Genuine emergencies (medical, family crisis) will be considered on a case-by-case basis at management discretion.

    Repeat Cancellations:
  • Customers with more than two short-notice cancellations may be required to pay in advance for future bookings.

    Weather Conditions:
  • Services may be rescheduled due to severe weather without penalty to either party.

14. DATA PROTECTION

  • We comply with all applicable data protection regulations
  • Customer information is kept confidential and secure
  • Information is only used for service delivery and business purposes
  • Customers may request access to or deletion of their personal data

15. LIMITATION OF LIABILITY

  • Our liability is limited to the cost of the cleaning service provided
  • We are not responsible for indirect or consequential losses
  • Claims must be made within 30 days of service completion

16. VARIATIONS TO TERMS

  • These terms may be updated periodically
  • Customers will be notified of significant changes
  • Continued use of our services constitutes acceptance of updated terms

17. GOVERNING LAW

These terms and conditions are governed by English law and subject to the jurisdiction of English courts.

Last updated: 26/07/2026

For questions about these terms and conditions, please contact Norfolk Cleaners Ltd at 01263 704464 or visit our website at https://norfolkcleaners.co.uk

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