Booking Terms & Conditions

1. Who you are contracting with

These Booking Terms & Conditions apply to residential cleaning services booked with Rosanna Visser trading as Meon Valley Home Clean (“Meon Valley Home Clean”, “we”, “us”, “our”).

Email: hello@meonvalleyhomeclean.co.uk. Business WhatsApp is available through our website.

Nothing in these Terms removes or limits a consumer right that cannot lawfully be excluded.

2. Our managed service model

Meon Valley Home Clean manages the booking, client experience, payment administration and quality-assurance framework for the service.

The physical cleaning is carried out by experienced self-employed independent cleaning professionals. They are not employees of Meon Valley Home Clean. You book the managed service through Meon Valley Home Clean rather than a particular individual.

We may allocate or reallocate an approved professional where reasonably necessary. Where permitted within an independent professional's arrangements, an appropriately skilled substitute may also be used subject to our applicable vetting, security and service requirements.

Cleaning professionals provide and maintain their own suitable professional equipment and products unless the booking expressly states otherwise.

3. Making a booking

A booking request is made when you ask us to proceed with a quote we have provided. A binding contract is formed when we accept the booking and issue confirmation.

You must be at least 18 years old and provide complete and accurate information about the service address, property, requested service, access arrangements, pets, specialist surfaces, hazards and anything else reasonably relevant to safe and accurate service delivery.

Availability discussed with you may change until the booking is confirmed.

4. Scope of service

The booked service consists of the service description, property information and any extras shown in your confirmation.

Unless expressly included, ordinary residential cleaning does not include specialist restoration, hazardous-waste removal, mould remediation, biohazard cleaning, pest treatment, hoarding clearance, specialist exterior/high-level work or work requiring specialist licensing or risk controls.

If the property or requested work materially differs from the information supplied at booking, we may complete only what can reasonably be achieved, offer an additional or revised service for your approval, reschedule, or stop work that cannot reasonably or safely be completed.

We will not impose an undisclosed mandatory extra charge merely because the property differs from the booking information.

5. Prices and payment

The total price and any mandatory charges are set out in your quote before you confirm your booking. Payment arrangements are confirmed with your quote.

You authorise payment only for the confirmed booking price, extras you actively select or later approve, any fair cancellation or failed-access amount properly due under these Terms, and any other amount you separately agree.

If payment fails, we may ask for another payment method and may suspend future services until an outstanding amount is resolved.

6. Recurring services

Where recurring services are offered, the frequency, price and booking details will be confirmed with your quote. Continuity is valued but a recurring booking does not guarantee a particular cleaning professional.

Unless a separate minimum commitment is clearly presented and agreed before booking, you may end a recurring arrangement. An appointment already inside the cancellation window may remain subject to a fair cancellation charge.

Future recurring prices may be changed on reasonable advance notice. Price changes will not be applied retrospectively to a service already completed.

7. Your responsibilities

• Provide safe, lawful and reasonable access at the agreed time.
• Make ordinary domestic utilities reasonably required for the service available.
• Secure cash, jewellery, financial documents, identity documents, medication, weapons, confidential material and unusually valuable or irreplaceable items.
• Tell us in advance about fragile, antique, specialist, damaged or unusually sensitive surfaces or items.
• Disclose known hazards, including exposed sharps, aggressive animals, unsafe structures, dangerous substances, serious infestations or bodily-fluid contamination.
• Manage pets safely so that the service can be carried out without unreasonable risk.

A cleaning professional may decline or stop a task reasonably believed to be unsafe, unlawful, outside the booked scope or requiring specialist controls.

8. Access, keys and security

Access instructions may be supplied by a method we agree with you. We use access information only as reasonably necessary to arrange and fulfil the service and take reasonable steps to limit it to those who need it.

You remain responsible for ensuring any key, lockbox, alarm code or access method you provide is authorised and operational. Temporary access credentials should be changed or revoked afterwards where appropriate.

9. Your statutory 14-day cancellation right

Where the contract is made online or otherwise at a distance, consumers will normally have 14 days after the contract is made in which to cancel without giving a reason, unless an exception applies or the right has been lawfully lost.

You can cancel by emailing hello@meonvalleyhomeclean.co.uk or sending another clear statement.

If you ask us to start the service during the 14-day cancellation period, we will require your express request. If you cancel after performance has begun, you may have to pay a proportionate amount for the service already supplied where the law permits. If the service is fully performed during that period after the legally required request and acknowledgement, the right to cancel that service may be lost.

10. Standard cancellation, rescheduling and failed access

This section is subject to your statutory rights in section 9.

• 48 hours or more before the appointment: no standard cancellation charge.
• 24–48 hours before: a charge of up to 50% of the booking price may apply.
• Less than 24 hours before / failed access: a charge of up to 100% may apply.

Any cancellation charge will be limited to a fair reflection of our actual or reasonably anticipated net loss, taking account of costs saved and, where relevant, whether the appointment is successfully reallocated. It is not intended to penalise you.

If access cannot be obtained, we will make reasonable efforts to contact you. If access remains unavailable after a reasonable waiting period, the appointment may be treated as a late cancellation subject to the principles above.

11. Changes or cancellation by us

We may need to change an appointment because of professional unavailability, illness, severe weather, road disruption, safety concerns, access problems or another event outside reasonable control.

Where practical, we will offer a replacement professional or alternative appointment. If we cancel and cannot provide a reasonable alternative, you will not be charged for the cancelled service and any amount already taken for it will be refunded or credited as appropriate.

12. Quality-control photographs

Before & After photographs are an operational part of the Meon Valley Home Clean quality-control process. They may be used to verify relevant areas, support quality assurance, investigate service concerns or damage reports, and support service recovery.

They should be limited to areas relevant to the booked service and should not intentionally include people, identity documents, financial information, private correspondence, security credentials or other obviously sensitive material. Please secure sensitive material before the service.

Operational photographs are not automatically authorised for advertising. Marketing use requires the separate optional consent described below.

13. Optional marketing photographs and review republication

Marketing permission is optional and is not a condition of receiving a cleaning service.

If you actively opt in to marketing-photo use, you permit us to use suitable Before & After photographs from the property on Meon Valley Home Clean's website and social-media channels. We will take reasonable steps to avoid publishing people, addresses, names, private documents, family photographs, security information or other material creating an unreasonable privacy risk.

If you separately opt in to review republication, you permit us to quote or repost genuine feedback you submit. Unless you separately agree otherwise, no more identifying information than your first name and general locality will be used.

You can withdraw consent for future consent-based use by emailing hello@meonvalleyhomeclean.co.uk. Withdrawal does not retrospectively make earlier lawful use unlawful. We will stop future use and remove affected material from channels under our control within a reasonable period where required.

14. Service standard and Elite Service Recovery

Consumer services must be carried out with reasonable care and skill. If you believe an agreed part of the service fell below the Meon Valley standard, tell us as soon as reasonably possible and preferably within 24 hours so that we can investigate promptly.

For a qualifying concern, Elite Service Recovery may include prompt review, a corrective reclean offered within 24 hours of notification where reasonably possible and access is available, and an appropriate client service credit.

The request to notify us promptly helps us investigate and remedy an issue; it does not remove any statutory rights.

15. Damage, breakage and pre-existing conditions

Please notify us promptly if you believe loss or damage occurred during a service so we can investigate.

We are not responsible for fair wear and tear, pre-existing damage, inherent defects, unstable fittings, items already broken or weakened, or damage because a surface or item could not reasonably withstand ordinary cleaning, unless liability arises because the service was not carried out with reasonable care and skill.

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or consumer remedies that cannot lawfully be excluded.

Subject to the above, we are not responsible for losses that were not reasonably foreseeable when the contract was made or for business losses arising from a consumer booking.

16. Complaints

Please raise contractual and service concerns with Meon Valley Home Clean rather than attempting to resolve them directly with an individual cleaning professional.

Email: hello@meonvalleyhomeclean.co.uk or use the business WhatsApp link on the website.

17. Data protection

We process personal information as explained in our Privacy Notice. Relevant booking information may be shared with the independent professional assigned to fulfil the booking and with our payment, communications and website suppliers where necessary.

18. Events outside reasonable control

We are not responsible for delay or failure caused by events that could not reasonably be avoided or controlled. We will take reasonable steps to minimise disruption and communicate material changes.

19. Refusal or suspension of service

We may refuse, suspend or end a booking where the environment is materially unsafe or unlawful; a professional is subjected to threatening, abusive, discriminatory, sexually inappropriate or seriously disrespectful conduct; required payment remains outstanding; access cannot reasonably be provided; booking information is materially false or misleading; or continuing would expose a person or property to unreasonable risk.

Any charge or refund remains subject to these Terms and applicable consumer law.

20. Reviews and testimonials

We value genuine feedback. We do not knowingly publish fake reviews, present incentivised reviews without appropriate disclosure, or materially alter the meaning of genuine client feedback. See our Reviews & Testimonials Policy.

21. Changes to these Terms

We may update these Terms for future bookings where our services, systems or legal obligations change. The version in force when a booking is confirmed applies to that booking unless a change is required by law or agreed with you.

22. Governing law

These Terms are governed by the law of England and Wales. If mandatory consumer law gives you a right to bring proceedings in another UK jurisdiction where you live, these Terms do not remove that right.

23. Cancellation form

You do not have to use this form. A clear email or other statement is sufficient where a statutory cancellation right applies.