1. Definitions

"Company" refers to Magic Pro Cleaning Ltd and any affiliated service providers, contractors or operatives acting on the Company's behalf.

"Client" refers to the individual, business or organisation that books or arranges a service with the Company.

"Provider" refers to any vetted cleaning professional or subcontractor designated by the Company to carry out a service on the Client's premises.

"Service" refers to any cleaning, maintenance or related work agreed between the Client and the Company.

By booking any service with the Company, the Client confirms they have read, understood and agreed to these Terms and Conditions in full.

2. Pricing and Quotations

All quotations are based on the information provided by the Client at the time of booking, including property size, condition and any specific requirements. Where telephone or online quotes are given, we use national average room sizes as a basis for calculation.

For bedrooms exceeding 20 square metres and living rooms exceeding 40 square metres, pricing may be adjusted accordingly.

The Company reserves the right to amend the initial quotation upon arrival at the property where the actual condition differs materially from the description provided by the Client, or where additional items or areas are added to the scope of work. In the event of a significant discrepancy between the property's real condition and the condition described at the time of booking, the Company reserves the right to adjust the price on site before commencing work.

All prices quoted are exclusive of parking charges, congestion charges and any other access-related costs, which remain the Client's responsibility unless explicitly stated otherwise.

3. Access and Property Requirements

The Client is responsible for providing access to the property at the agreed date and time. If keys are to be collected from a third party (e.g. a letting agency), the Client must ensure the keys are available and functional. The Company cannot be held responsible where a third party fails to release keys to our representatives.

All keys provided must open and close all locks without special effort or skill. Failure to provide access to the property at the scheduled time is subject to a non-refundable fee of £50.00.

Electricity and running hot water must be available at the premises throughout the duration of the service. Failure to provide these utilities is subject to a non-refundable fee of £50.00.

The Client is responsible for arranging a suitable parking space for the Company's vehicles within reasonable walking distance of the property and for covering any parking, congestion or permit charges incurred during the service.

For end of tenancy, pre-tenancy and after-builders cleaning, all personal belongings must be packed in boxes or removed from the property before the service begins. The Company accepts no responsibility for items found and discarded by our operatives where the property was represented as empty.

Freezers must be fully defrosted in advance. Time constraints do not permit our operatives to defrost freezers as part of the cleaning service.

4. Payment

Cash payment: Payment is required on arrival, directly to the Company's personnel. If the Client is not present on site, cash may be left at a designated location within the premises by prior arrangement.

Bank transfer: Payment is required at least 48 hours prior to the service start. Upon written agreement by a Company representative, services valued above £400.00 may be secured with a deposit of 50% of the total amount, payable at least 72 hours prior to the service start. A proforma invoice and payment instructions will be provided via email. The remaining 50% is due within 3 business days of service completion unless an alternative written arrangement has been made.

Card payment: Payment is required at least 48 hours prior to the service start. Any applicable transaction fees will be added to the quoted price. The Company does not store card details.

The Client is not eligible for any guarantee, re-clean or remedial service until the initial service has been paid in full.

5. Cancellation and Rescheduling

The Client may cancel or reschedule a service by providing at least 48 hours' notice via telephone or email. Failure to provide 48 hours' notice of cancellation is subject to a non-refundable fee of £50.00.

Rescheduling with less than 48 hours' notice is subject to a rescheduling fee of £25.00.

The Company reserves the right to cancel the service or void any applicable guarantee for any reason including, but not limited to: accident or unexpected circumstances affecting the assigned cleaning team; frequent cancellations or schedule changes by the Client; technical problems during the booking process; failure to provide access to the property; absence of power, electricity, hot water, or adequate heating or ventilation; the property not being in a condition suitable for cleaning (e.g. tenants have not vacated, ongoing building works, health and safety hazards present); inappropriate, abusive or threatening behaviour by the Client, their agent or any person on site; a booking that falls outside the scope of the original agreement; poaching or attempting to poach personnel from the Company; or incorrect or non-functioning billing information.

Where the property is not prepared for the cleaning session in accordance with these requirements, the Client is liable for a non-refundable fee of £50.00.

Our operatives will not attempt to move any item of furniture, appliance or equipment that weighs over 20 kg or cannot be safely moved by one person. Fitted appliances will not be moved from their installed position. The Company accepts no liability for areas inaccessible due to unmoved heavy items.

6. Service Guarantees and Re-Cleans

All services are deemed to have been carried out to a professional standard unless the Client provides written notice within 48 hours of service completion. Written notice must include photographic evidence or a copy of the official checkout report clearly identifying the disputed areas or items relevant to the booked service.

Upon receiving a valid claim with all required documentation, the Company will investigate and provide a final response within 5 business days. Where a re-clean is approved, it will be scheduled within the following 5 business days at a date and time convenient to both parties.

A re-clean session must be conducted within 15 calendar days of the initial cleaning. Claims received after 15 days will not be considered.

The Client or their authorised representative must be present throughout any re-clean session.

The Company reserves the right to offer a maximum of one re-clean per service. If a scheduled re-clean session needs to be amended by the Client, the Company may decline to arrange a further session.

The Client must allow the Company to inspect and, where appropriate, re-clean any disputed areas before engaging any third party to carry out remedial work. Any attempt by the Client or a third party (other than the landlord, property manager or checkout agent) to clean disputed areas will void the guarantee.

Where access for a re-clean session is not provided due to the Client's fault or the actions of a third party, the Company reserves the right to refuse further arrangements and is released from liability in relation to the matter.

No compensation will be considered where the Client fails to allow the Company the opportunity to remedy any omissions from a guaranteed service, except where the Client can demonstrate that a re-clean session was not a viable option.

If a Client reschedules a cleaning session more than once, the guarantee may be voided where subcontractors are required to fulfil the rescheduled booking.

Where a complaint is recorded and the Client does not respond or communicate for a period exceeding 14 calendar days, the case will be closed and no further claims will be accepted in relation to that service.

Curtains, blinds and kitchen appliances (such as dishwashers, washing machines and tumble dryers) are not included in the standard end of tenancy cleaning service unless specifically agreed and documented at the time of booking. Claims regarding these items will not be considered unless they formed part of the agreed scope.

Steam cleaning booked alongside end of tenancy cleaning is not covered by the 48-hour re-clean guarantee that applies to the end of tenancy service.

Cleaning of walls is not included in the standard end of tenancy cleaning service. Where a Client requires wall cleaning, a prior inspection of the wall condition is necessary before the Company can confirm whether the service can be provided.

7. Insurance and Liability

The Company and its contracted service providers hold valid Public Liability Insurance.

Any claims for damage or breakage must be reported in writing within 48 hours of the service visit. Claims reported after this period will not be covered.

Where damage is proven to have been caused by the Company's operatives, the Company will first attempt to repair the item by sending a qualified technician at its own expense. If repair is not possible, the Company will replace the item or credit the Client with the item's current market value. No reimbursement above the current market value will be considered. This liability applies only where payment for the service has been received in full.

To process any replacement claim, the Company requires either the original purchase receipt or evidence of the item's current market value.

Items excluded from the Company's liability include: cash, jewellery, art, antiques and items of sentimental value. Any compensation for items of sentimental or personal value will be assessed at their current market value only.

The Company requests that all irreplaceable items, whether of monetary or sentimental value, be stored securely and not handled by cleaning operatives.

The Company shall not be liable for: the actions of any third party who enters or is present at the Client's premises during the service; shrinkage of carpets resulting from poor fitting; damage caused by the Client placing furniture on carpets that have not fully dried; wear, discolouration or pre-existing defects that become more visible after cleaning; pre-existing damage including old stains, burns or spillages that cannot be fully removed using industry-standard methods; damage caused by faulty products or equipment provided by the Client; or ingrained dirt on appliances that have not been regularly maintained.

Nobody can guarantee that all stains will be removed. Results depend on the type, age and prior treatment of the stain. The Company guarantees the use of professional-grade equipment and products, and that all operatives will exercise reasonable skill and care.

Stains or odours that reappear after steam-cleaned items or areas have dried do not qualify for a free re-clean.

No third-party fees (including checkout report costs) will be paid by the Company, whether in relation to the initial cleaning or any subsequent re-clean.

8. Refunds

The Client is eligible for a full refund only where the service is cancelled in accordance with these terms or where no work has been carried out. Where work has been performed, only partial refunds are applicable, calculated against verified omissions at a rate no less than the applicable minimum hourly rate as determined by UK law.

Upon accepting any refund amount offered by the Company, the Client confirms they have received a satisfactory resolution to their query. The Client agrees not to disclose the details of any refund, settlement or related internal reports.

9. Agency and Provider Relationship

On certain occasions, the Company operates as an introductory agent for independent service providers. In such cases, the Company is authorised by the Provider to enter into a service contract with the Client on the Provider's behalf.

Upon booking, the Client will receive a confirmation email detailing the service arrangement and a link to these Terms and Conditions. By proceeding with the booking, the Client confirms their acceptance of these terms.

Where a Provider is engaged, the Provider is solely responsible for the provision of the service. The Company acts as the primary point of contact throughout the service period and may process all non-cash payments on the Provider's behalf.

The Company endeavours to vet and appoint appropriate Providers. However, the Client agrees to hold the Company free of all liability relating to the direct provision of the service by the Provider.

10. Client Conduct

The Client, their agents and any persons present at the property during the service must behave appropriately toward all Company personnel. The Company reserves the right to terminate a service immediately and without refund where any operative is subjected to sexual harassment, verbal abuse, threats, intimidation or physical harm.

The Client must not attempt to recruit, solicit or poach any Company employee or operative, whether directly or indirectly. Breach of this term may result in immediate termination of the service and forfeiture of any applicable guarantee.

11. Requirements and Inspection

The Client or their authorised representative is required to be present upon completion of the cleaning session to inspect the standard of work and raise any immediate concerns. Exceptions may be agreed in advance.

If the Client requires a written cleaning report, this must be requested at the time of booking.

12. Data Protection

The Company processes personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Personal data collected during the booking and service process is used solely for the purposes of providing the agreed service, processing payments and communicating with the Client.

The Company does not sell, rent or share Client personal data with third parties except where necessary to fulfil the service (e.g. sharing address details with the assigned cleaning team) or where required by law.

The Client has the right to request access to, correction of, or deletion of their personal data at any time by contacting the Company in writing.

13. Force Majeure

The Company shall not be held liable for any failure or delay in performing its obligations where such failure or delay results from circumstances beyond its reasonable control, including but not limited to: severe weather, natural disasters, pandemics or public health emergencies, government restrictions, transport disruption, industrial action, civil unrest, power failures or any other event of force majeure.

Where a force majeure event prevents the Company from fulfilling a booking, the Company will use reasonable efforts to reschedule the service at the earliest available opportunity. No cancellation fees will apply in such circumstances.

14. Limitation of Liability

To the fullest extent permitted by law, the Company's total liability to the Client in respect of any claim arising from or in connection with the provision of a service shall not exceed the total amount paid by the Client for that specific service.

The Company shall not be liable for any indirect, consequential or incidental losses, including but not limited to: loss of rental income, loss of deposit, costs of alternative accommodation, or any other economic loss arising from or in connection with the service.

Nothing in these Terms and Conditions shall exclude or limit the Company's liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by applicable law.

15. Governing Law and Disputes

These Terms and Conditions and any dispute or claim arising out of or in connection with them shall be governed by and construed in accordance with the laws of England and Wales.

In the event of any claim or dispute between the Company and the Client that cannot be resolved amicably, the parties agree to attempt mediation before pursuing formal legal proceedings. The Company reserves the right to pursue legal action in accordance with the laws of England and Wales where necessary.

If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect.

16. Amendments

The Company reserves the right to update or amend these Terms and Conditions at any time. The most current version will always be available on the Company's website. Continued use of the Company's services following any amendments constitutes acceptance of the revised terms.

Where material changes are made, the Company will endeavour to notify existing clients by email or through a prominent notice on the website.