Terms & Conditions

These Terms and Conditions govern the use of Paraglow’s services. By making a booking with Paraglow, you agree to these Terms and Conditions.

 

 

1. About us

 

 

Paraglow provides residential and commercial cleaning services through independent cleaners. These Terms and Conditions apply to all bookings made through our website, by phone, by email or through any booking platform used by Paraglow.

 

 

2. Bookings

 

 

All bookings are subject to availability.

 

When making a booking, customers must provide accurate and complete information, including the property address, service required, property condition, access details and any relevant instructions. We rely on this information to allocate the appropriate time, pricing and cleaner for the service.

 

Paraglow reserves the right to decline or cancel a booking where insufficient, inaccurate or misleading information has been provided.

 

 

3. Service scope

 

 

The service provided will be based on the details agreed at the time of booking.

 

Any additional tasks, last-minute changes or extra areas not disclosed before the booking are not included in the service and may be declined. Where appropriate, additional work may require a revised quote, extra time or a separate booking.

 

Customers are expected to discuss the full scope of work before the appointment. Attempts to add unagreed work on arrival or during the service may result in the cleaner refusing the additional tasks, the booking being ended, or future services being declined.

 

 

4. Access to the property

 

 

Customers must ensure that the cleaner can safely access the property at the agreed booking time.

 

If access cannot be gained, if keys are unavailable, or if the cleaner is unable to begin the service due to circumstances outside our control, the booking may be treated as a late cancellation and may be subject to a cancellation fee.

 

If alarm codes, entry instructions or special access arrangements are required, these must be clearly communicated before the appointment.

 

 

5. Equipment and supplies

 

 

Customers are kindly asked to provide basic cleaning equipment such as a vacuum cleaner, mop and bucket where possible. This helps reduce the need for cleaners to transport heavy equipment between properties and helps avoid cross contamination.

 

If the required equipment is not available, this must be discussed in advance. Where possible, Paraglow may arrange for suitable equipment or supplies to be provided.

 

 

6. Pricing and payment

 

 

Prices are based on the information provided at the time of booking. If the actual condition, size or requirements of the property differ significantly from what was disclosed, Paraglow reserves the right to revise the quoted price or adjust the scope of the service.

 

Payment must be made in accordance with the booking terms provided at checkout or as otherwise agreed. Payments are processed securely through Stripe or other approved payment providers.

 

Paraglow reserves the right to refuse future bookings where payment is overdue, disputed without valid reason, or repeatedly delayed.

 

 

7. Cancellations and refunds

 

 

If you need to cancel or reschedule a booking, please contact us as soon as possible.

 

Cancellations made with reasonable notice will be eligible for rescheduling or a refund where appropriate.

 

Where a booking is cancelled less than 4 hours before the scheduled appointment time, a cancellation fee of up to 100% of the booking value may be charged. This is because the time slot has been reserved exclusively for your booking, and short-notice cancellations may result in loss of work for the cleaner and operational costs for Paraglow.

 

By confirming your booking, you agree to this cancellation policy.

 

Paraglow reserves the right to cancel or rearrange a booking due to circumstances outside our control, including illness, emergencies or availability issues. In such cases, we will offer a rescheduled appointment or refund where appropriate.

 

 

8. Customer responsibilities

 

 

Customers must ensure that:

 

• the booking details provided are accurate

• the property is safe to enter and clean

• any hazards, fragile items, pets, infestations or issues affecting the service are disclosed in advance

• the agreed service is discussed before the booking takes place

 

 

Paraglow and its independent cleaners reserve the right to refuse or stop a service where the environment is unsafe or materially different from what was described at the time of booking.

 

 

9. Respectful conduct

 

 

Paraglow has a zero-tolerance approach to inappropriate behaviour towards independent cleaners or representatives of the business.

 

Any form of harassment, intimidation, abuse, threatening behaviour, discrimination, sexual misconduct or inappropriate language towards a cleaner or member of staff will not be accepted.

 

Where such behaviour occurs, Paraglow reserves the right to end the service immediately, cancel future bookings without notice, and refuse further use of our services.

 

 

10. Cleaner conduct and service standards

 

 

We expect all independent cleaners working with Paraglow to act professionally, respectfully and courteously at all times.

 

If a customer experiences rude, inappropriate or unprofessional behaviour from a cleaner, they should report it to Paraglow as soon as possible. We will review the matter and, where necessary, escalate it internally and take appropriate action.

 

 

11. Complaints

 

 

If you are dissatisfied with any aspect of the service, please contact us as soon as possible with full details of the issue.

 

We may request supporting information, including photographs where relevant, in order to review the complaint fairly. Complaints will be assessed on a case-by-case basis, and we will aim to resolve legitimate concerns within a reasonable timeframe.

 

 

12. Right to refuse or terminate service

 

 

Paraglow reserves the right to refuse, suspend or terminate services where:

 

• false, misleading or incomplete booking information has been provided

• additional services are demanded without prior agreement

• the property presents a health or safety risk

• there is abusive, discriminatory or inappropriate behaviour

• payment terms are not met

• the customer attempts to pressure or manipulate cleaners into carrying out work beyond the agreed booking

 

 

In serious or repeated cases, customers may be barred from using Paraglow’s services.

 

 

13. Liability

 

 

Paraglow will take reasonable care in arranging and delivering services. However, to the fullest extent permitted by law, we shall not be liable for indirect or consequential loss, or for delays and failures caused by events outside our reasonable control.

 

Nothing in these Terms excludes or limits liability where it would be unlawful to do so.

 

 

14. Changes to terms

 

 

Paraglow may update these Terms and Conditions from time to time. The latest version will always be available on our website.

 

 

15. Contact us

 

 

If you have any questions about these Terms and Conditions, please contact us:

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Email: hello@paraglowcleaning.co.uk

Phone: +447597038236