Terms & Conditions of Service

1. Services

Veluna Cleaning provides residential cleaning, Airbnb turnover cleaning, and End of Tenancy cleaning services in London. The specific service, scope, date, time and agreed price will be confirmed in writing (email or message) prior to each visit.

Veluna reserves the right to decline any booking that does not meet our service criteria or that falls outside our operating area.

2. Booking & Confirmation

A booking is confirmed only once Veluna Cleaning has sent written confirmation via email or message. Verbal agreements are not binding.

The client must provide accurate property access information prior to the visit. If access is not possible at the agreed time and the client has not notified Veluna, the full booking fee is payable.

Bookings for recurring services continue until cancelled by either party with a minimum of 48 hours' notice.

3. Pricing & Payment

All prices are fixed and confirmed in writing prior to the visit. Veluna Cleaning does not negotiate on price.

Payment in advance secures and guarantees your booking. For End of Tenancy cleans, payment in full is required prior to the visit date. For other services, payment is due as agreed in writing at the time of booking.

Invoices not paid within 7 days of the visit will incur a late payment notice. Additional tasks requested on the day and not included in the original quote will be charged at £35 per hour.

4. Cancellations & Rescheduling

Veluna Cleaning reserves the right to cancel or reschedule a booking in the event of illness, emergency or circumstances beyond our control. In such cases, the client will be notified as soon as possible and a full reschedule offered at no cost.

5. End of Tenancy Cleaning

End of Tenancy cleans are carried out to the Veluna standard, which covers all rooms, surfaces, appliances, grout, limescale and floors as described in our service checklist.

Veluna Cleaning does not guarantee the return of a security deposit, as this is determined by the landlord or letting agent. If a re-clean is required due to issues directly attributable to Veluna's work, we will return within 48 hours at no additional charge, provided written notification is received within 24 hours of the original clean.

Re-clean requests based on letting agent subjective preferences, pre-existing damage or issues outside the scope of the original booking are not covered. The property must be empty and fully vacated before the clean begins.

6. Client Responsibilities

• The client must ensure the property is accessible and that all agreed access arrangements are in place.
• The client must notify Veluna of any fragile, valuable or specialist items requiring special care prior to the visit.
• The client must inform Veluna of any pets, allergies or hazardous substances in the property.
• Veluna uses professional-grade cleaning products. Specific product requirements must be communicated before the booking is confirmed.

7. Damage & Liability

Veluna Cleaning takes every care when working in client properties. In the event of accidental damage caused by Veluna during a visit:

• The client must report the damage in writing within 24 hours of the visit. Claims made after 24 hours will not be considered.
• Veluna's liability is limited to the cost of repair or replacement of the damaged item, up to a maximum of the value of the booking fee paid.
• Veluna is not liable for damage to items that were already damaged, fragile, unstable or incorrectly stored prior to the visit, nor for pre-existing damage discovered during the clean.

8. Confidentiality & Access

Any keys, codes or access details provided to Veluna are kept strictly confidential and used solely for the purpose of the booked service. Access details will not be shared with any third party without the client's written consent. Keys will be returned at the end of each visit unless a standing key-holding arrangement is agreed in writing.

9. Recurring Services

Recurring cleaning appointments (fortnightly, monthly) continue until cancelled by either party. A minimum of 48 hours' written notice is required to cancel or pause a recurring arrangement. Veluna reserves the right to review pricing for recurring clients annually with a minimum of 14 days' written notice.

10. Governing Law

These Terms & Conditions are governed by the laws of England and Wales. Any disputes arising from the provision of services by Veluna Cleaning shall be subject to the exclusive jurisdiction of the courts of England and Wales.