Terms & Conditions

1. Quotations, bookings and scope

Unless stated otherwise, quotations are valid for 14 calendar days. A booking is confirmed when the customer accepts the quotation or booking in writing, electronically, through an online form, by email or message, or otherwise clearly instructs Polished Spaces by ASA to proceed. The customer must have a reasonable opportunity to read these Terms & Conditions before being bound by them.

Quotations rely on accurate information about the property, its condition, access, parking and the services required. Only work stated in the accepted quotation or booking is included. If the property or requested work is materially different on arrival, any revised price or scope must be agreed before additional work is carried out. Work that cannot reasonably or safely be completed may be rescheduled or cancelled.

Unless specifically included, exterior windows, walls or ceilings, gardens or patios, moving heavy furniture, specialist restoration, mould remediation, pest treatment and hazardous-waste removal are excluded.

2. Access, utilities, parking and safety

The customer must provide safe and timely access, together with any key, concierge, alarm or access instructions. Working electricity, suitable lighting, hot and cold water, and usable sinks, toilets and drainage points must be available where reasonably required.

For end-of-tenancy work, belongings should be removed or clearly identified unless otherwise agreed. Known hazards and parking restrictions must be disclosed before the booking. Reasonably necessary parking, permit, congestion or similar access costs may be added where disclosed or agreed.

If lawful parking, access or essential utilities are unavailable, the service may be delayed, rescheduled or treated as a failed attendance under section 6.

Cleaners are not required to move excessively heavy or unsafe items, use customer-supplied chemicals or equipment whose condition or suitability cannot be verified, or work at height without suitable equipment and safe arrangements.

3. Valuables, delicate items and existing damage

Customers should secure cash, jewellery, important documents and high-value or sentimental items, and identify delicate surfaces or items requiring special care.

Polished Spaces by ASA is not responsible for pre-existing wear, defects, loose fittings, deterioration, staining, discolouration or damage already present or revealed when dirt, grease or limescale is removed. This does not exclude responsibility for loss or damage caused by our negligence where the law does not permit exclusion.

4. Carpet, upholstery and stain treatment

Results depend on fibre type, construction, age, previous treatments, staining and condition. We will use reasonable care and appropriate methods, but cannot guarantee complete removal of every stain, odour or permanent discolouration.

Existing wear or colour variation may become more noticeable after cleaning. Customers must follow drying and after-care instructions and should not replace furniture on damp carpet until it is sufficiently dry.

5. Appliance cleaning

Where appliance cleaning is included, appliances must be accessible and safe. Fridges and freezers should be emptied and defrosted in advance where internal cleaning is booked.

Known faults, damaged seals, loose components or electrical issues must be disclosed. We do not repair appliances and are not responsible for faults unrelated to the cleaning service.

6. Cancellations, rescheduling and booking changes

At least 24 hours’ notice is required to cancel or reschedule. A £50 charge may apply for shorter notice or if we attend but cannot work because access, essential utilities or a known access issue was not properly dealt with.

Any charge will only be applied where it fairly and lawfully reflects the time and costs lost. If we cancel for reasons within our control, we will offer a reasonable alternative date or refund payments for services not provided.

Any material change to the service, price, date or scope must be agreed; we will not make an unreasonable unilateral change after acceptance.

7. Consumer cancellation rights

Where a consumer books at a distance or away from our business premises, statutory cancellation rights may apply. Where applicable, the consumer normally has 14 days from entering into the service contract to cancel.

If the customer expressly asks us to start during that period and later cancels, a reasonable proportionate amount may be payable for work already supplied. If the service is fully performed during that period following the customer’s express request and acknowledgement, the right to cancel may end on full performance.

Nothing in these Terms removes mandatory consumer rights.

8. Payment and late payment

Payment must be made by bank transfer to the details on the invoice and, unless otherwise agreed in writing, is due within 7 calendar days of the invoice date. Payment is received when cleared funds reach the nominated account.

If an invoice is overdue, we may issue reminders or a formal demand, suspend or decline further bookings, and take reasonable lawful recovery steps. For qualifying business-to-business debts, statutory interest and applicable fixed debt-recovery compensation may be claimed.

We will not impose disproportionate automatic penalties on consumer debts, but may pursue unpaid sums and any interest or court costs legally recoverable.

9. Complaints, re-cleaning and service expectations

Any concern should be reported as soon as reasonably possible, with details and photographs where helpful. If it relates to work included in the booking, we must be given a reasonable opportunity to inspect and, where appropriate, re-clean before another cleaner works on the same area.

We may be unable to assess an area already re-cleaned, altered or affected by later use. This process does not restrict statutory rights.

10. Photography

Polished Spaces by ASA may take limited photographs where reasonably necessary to document property condition, pre-existing damage, completed work or a complaint.

We will avoid people, personal information and identifiable private or security details where reasonably possible. Job-record photographs will not be used on our website, social media or other marketing unless the customer has given separate optional consent.

11. Damage and liability

We will perform the agreed service with reasonable care and skill. Accidental damage believed to have been caused by our work should be reported as soon as reasonably possible so it can be investigated.

Where responsibility is established, the remedy will depend on the circumstances and the customer’s legal rights. Nothing excludes or restricts liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability that cannot lawfully be excluded or restricted.

12. Events outside reasonable control

We are not responsible for delay or failure caused by events outside our reasonable control, including severe weather, unsafe access, utility failures, building emergencies or road closures.

Where possible, we will contact the customer and make reasonable arrangements to reschedule affected work.

13. Governing law and disputes

These Terms are governed by the law of England and Wales. The parties should first try to resolve any dispute directly.

If payment remains outstanding or another dispute cannot be resolved, either party may use any available court or dispute-resolution process. Consumers retain all mandatory consumer-protection and jurisdiction rights.