Last Updated: September 2026
These Terms & Conditions explain the agreement between Elora Cleaning Co. ("Elora", "we", "our" or "us") and the customer ("you" or "your") for the provision of cleaning services.
They are designed to ensure that both parties understand their responsibilities and help us provide a professional, reliable and consistent service.
By accepting a quotation or confirming a booking, you agree to these Terms & Conditions.
3.1 Estimates provided through our website or by telephone are indicative only.
3.2 Every booking is reviewed before a personalised fixed quotation is issued.
3.3 Your quotation is based on the information you provide about your property and cleaning requirements.
3.4 If the information provided is inaccurate or incomplete, we may revise the quotation before work begins.
3.5 No work will commence until the quotation has been accepted.
3.6 For commercial cleaning services, the agreed quotation or personalised proposal forms the basis of the service to be provided and sets out the areas, tasks and services included within the agreed price.
3.6.1 Requests for work that falls outside the agreed scope, including maintenance, repair, restoration, removal or replacement work, are not included in the quoted price unless expressly stated.
3.6.2 Where additional work is requested or identified, Elora Cleaning Co. will discuss the requirement with the customer and obtain agreement before undertaking any additional chargeable work.
4.1 Bookings are confirmed only after we have issued written confirmation.
4.2 Your confirmation will include:
4.3 We will always aim to arrive within the agreed appointment window. If we are delayed due to circumstances beyond our control, we will contact you as soon as reasonably possible.
5.1 Some bookings may require a deposit to secure the appointment.
5.2 Where applicable, the required deposit amount will be stated within your quotation.
5.3 Bookings requiring a deposit are not confirmed until the deposit has been received.
5.4 Deposits are deducted from the final balance due.
6.1 The remaining balance is payable following completion of the cleaning service unless otherwise agreed.
6.2 Payment can be made by bank transfer using the details provided on your invoice.
6.3 Payment terms will be stated on your invoice.
6.4 We reserve the right to charge interest on overdue accounts in accordance with applicable legislation where payment remains outstanding.
7.1 The customer must provide safe and reasonable access to the property.
7.2 If access cannot be gained at the agreed appointment time, the booking may be treated as a late cancellation.
7.3 Where keys, alarm codes or access instructions are provided, they will be handled confidentially and used only for the purpose of completing the booking.
7.4 Customers should advise us of any pets that may be present during the visit.
7.5 The customer agrees to provide access to running water and electricity for the duration of the cleaning service.
8.1 If you need to cancel or rearrange your booking, please provide as much notice as possible.
8.2 Where consumer cancellation rights apply, nothing in these Terms limits those rights. In particular, where the law gives you a cancellation period, you may cancel in accordance with the applicable legal requirements.
8.3 If you ask us to begin providing services during any applicable cancellation period, you acknowledge that, where permitted by law, we may be entitled to charge a reasonable amount for services supplied up to the point of cancellation.
8.4 If you ask us to complete the service in full during an applicable cancellation period, your statutory cancellation rights may end once the service has been fully performed, where the legal requirements for this apply.
8.5 If Elora Cleaning Co. needs to reschedule your appointment due to unforeseen circumstances, we will contact you as soon as possible and arrange the earliest mutually convenient alternative. No cancellation charge will apply where we reschedule your booking.
8.6 Where possible, we will always try to accommodate requests to reschedule your appointment.
8.7 Any deposit paid will be applied towards the agreed service price. Where a cancellation occurs, any amount retained or refunded will be determined in accordance with applicable consumer law and the circumstances of the cancellation.
8.8 For cancellations outside any statutory cancellation rights, we will assess any deposit or cancellation charge by reference to our direct losses caused by the cancellation and will take reasonable steps to reduce those losses. We will not automatically retain the full contract price unless this is justified by applicable law and the circumstances.
9.1 At Elora Cleaning Co., every detail matters.
9.2 We are committed to delivering exceptional cleaning together with dependable service, clear communication and consistent quality.
9.3 If you are not satisfied with any aspect of the service provided, please let us know as soon as possible so we have the opportunity to investigate your concerns.
9.4 Full details of our complaints process are available in our Complaints Policy.
9A.1 Some services may require specialist equipment, training or expertise and may be carried out by a suitably qualified and insured specialist subcontractor engaged by Elora Cleaning Co.
9A.2 Where a specialist subcontractor is used, Elora Cleaning Co. remains your contracting business and remains responsible for managing the booking and customer relationship, subject to these Terms and applicable law.
9A.3 Specialist services will be carried out in accordance with the agreed scope set out in your personalised quotation or proposal. Any work outside that agreed scope will be discussed with you and agreed before additional work is undertaken, except where immediate action is reasonably necessary for health and safety.
9A.4 Specialist cleaning may involve chemicals, disinfectants, steam, extraction, fogging, ozone treatment or other specialist processes. You must follow all instructions given regarding access, occupancy, ventilation, re-entry and safety.
9A.5 We may require the property or area being treated to remain unoccupied for some or all of the service where this is necessary for safe delivery of the specialist work.
10.1 We reserve the right to refuse or stop work where conditions present a risk to the health or safety of our team.
10.2 Customers should advise us in advance of any hazards that may affect the safe delivery of the service.
10.3 We reserve the right to refuse or stop work if we believe the condition of the property presents an unacceptable risk to health or safety.
10.4 For specialist or higher-risk cleaning, you must provide accurate information about the condition of the property and any known hazards, contamination, chemicals, pests, structural concerns or other circumstances that could affect safe delivery.
10.5 We may stop or modify the service if conditions encountered on site are materially different from those described before booking or present a risk that cannot be safely managed within the agreed scope.
10.6.1 For commercial deep cleaning and other intensive cleaning services, the condition of surfaces, fixtures and fittings may affect the outcome of the cleaning service. Surfaces may have accumulated limescale, staining, mould, discolouration, dirt or other deterioration through age, prolonged use, previous cleaning methods or lack of maintenance.
10.6.2 Elora Cleaning Co. will use appropriate cleaning methods and products to clean and improve the appearance of the agreed areas. However, we cannot guarantee the complete removal of permanent staining, discolouration, limescale, mould, damaged grout, deteriorated sealants or other pre-existing surface conditions.
10.6.3 Cleaning services do not include building, maintenance, repair, restoration or replacement work unless expressly stated in the agreed quotation or proposal.
10.6.4 In particular, cleaning services do not include the removal, cutting out, scraping out, unpicking, stripping or replacement of existing grout, silicone sealants or other sealant materials.
10.6.5 Where grout, silicone sealants or other materials are damaged, deteriorated, permanently stained or otherwise unable to be satisfactorily restored through cleaning, Elora Cleaning Co. may advise the customer that repair or replacement is required. Any such work falls outside the agreed cleaning service and must be arranged separately by the customer with an appropriately qualified contractor.
10.6.6 Where a particular surface or material cannot reasonably be cleaned without creating a risk of damage, Elora Cleaning Co. may modify the cleaning method or omit that treatment where reasonably necessary.
11.1 We will always exercise reasonable care while providing our services.
11.2 Any concerns regarding accidental damage should be reported within 24 hours of the service being completed.
11.3 Our liability is limited to the cost of the service provided except where otherwise required by law.
11.4 We are not responsible for fair wear and tear, pre-existing damage or issues arising from inaccurate information provided by the customer.
11.5 Elora Cleaning Co. is not responsible for failure to restore the original appearance or condition of pre-existing damaged, deteriorated, stained, discoloured or defective surfaces, fixtures, fittings, grout, sealants, coatings or other materials where such condition existed before the cleaning service.
11.6 The customer acknowledges that some materials and surfaces may be unsuitable for aggressive cleaning methods or may deteriorate due to their existing condition. Elora Cleaning Co. may reasonably modify or discontinue a cleaning treatment where continuing would create a risk of damage to the surface, fixture, fitting or surrounding property.
Elora Cleaning Co. maintains insurance appropriate to the services we provide. Where subcontractors are engaged, we require them to maintain appropriate insurance and, where applicable, provide evidence of such cover before undertaking work on behalf of Elora Cleaning Co. Details of relevant insurance can be made available upon request.
Elora Cleaning Co Ltd is not currently registered for VAT. Accordingly, no VAT is currently charged on our services.
Should Elora Cleaning Co Ltd become VAT-registered in the future, VAT will be applied to our services at the applicable rate. This is likely to result in an increase to our prices to reflect the VAT payable. Any applicable changes to pricing will be communicated to customers in advance of taking effect.
We are committed to protecting your personal information. Details of how we collect, use and store your information are available in our Privacy Policy.
We may update these Terms & Conditions from time to time. The latest version will always be available on our website and will apply to new bookings from the date of publication.
These Terms & Conditions are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.
Thank you for choosing Elora Cleaning Co.
Exceptional Cleaning. Complete Peace of Mind.
Questions about this document? Get in touch — or call 07983 534974.