Terms & Conditions

These Terms & Conditions govern your use of the Aurum Cleaning & Co. website and our cleaning services. By using our website or booking our services, you agree to these terms.

1. About Us

Aurum Cleaning & Co. is a professional home cleaning service operated by Daniela Starling, based in the South Cambridgeshire and North Essex area, United Kingdom.

2. Services

We provide bespoke home cleaning services across Linton, Saffron Walden, Haverhill, Sawston, and surrounding villages in South Cambridgeshire and North Essex. Services include regular domestic cleaning, one-off deep cleans, end-of-tenancy cleaning, short-stay and Airbnb changeover cleans, and add-on services such as laundry, ironing, and bed-changing.

The specific scope, frequency, and details of each service are agreed upon between the client and Aurum Cleaning & Co. prior to commencement.

3. Bookings & Scheduling

• Bookings can be made by contacting us via email, phone, or our website contact form.
• We will confirm your booking, including date, time, and agreed scope of service.
• Regular clients are scheduled on a recurring basis as agreed.

4. Cancellation & Rescheduling

• We require at least 48 hours' notice for cancellations or rescheduling. No fee applies.
• Cancellations made 24–48 hours before the appointment: 50% of the agreed fee may be charged.
• Same-day cancellations or no-shows: the full agreed fee may be charged.
• Repeated cancellations (three or more in a rolling 3-month period) may result in termination of the service arrangement.
• We reserve the right to cancel or reschedule in the event of illness, severe weather, or other circumstances beyond our control. In such cases, we will offer an alternative date at no additional cost.

5. Cooling-Off Period

In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel any service agreement within 14 calendar days of booking, without giving any reason.

To exercise this right, please notify us in writing (by email to info@aurumcln.com) before the 14-day period expires. If you have requested that services begin within the cooling-off period, you agree to pay for any services already provided up to the point of cancellation.

6. Access to Your Home

• You must ensure safe and reasonable access to your home at the agreed time.
• If we are unable to access your property at the scheduled time, the full service fee may apply.
• If keys or access codes are provided, they will be kept securely and used only for the purpose of providing the agreed service. A separate Key Handover Agreement will be completed where applicable.

7. Pricing & Payment

• Prices are agreed before the start of service and are based on the scope of work.
• Payment is due upon completion of service unless otherwise agreed.
• Accepted methods: Cash, Credit/Debit Card, Bank Transfer.
• We reserve the right to adjust pricing with a minimum of 30 days' written notice.

8. Our Responsibilities

• We will carry out our services with reasonable care and skill.
• We carry appropriate public liability insurance.
• All our staff are DBS-checked at Basic level.
• We will treat your home and belongings with care and respect.
• We use eco-friendly, non-toxic cleaning products unless you request otherwise.

9. Satisfaction Guarantee

If you are not satisfied with any aspect of our cleaning service, please notify us within 24 hours of the service, providing specific details of the concern. We will arrange a complimentary re-clean of the affected areas within 48 hours, subject to reasonable access.

This guarantee applies to the most recent clean only. If the issue cannot be resolved after the re-clean, a partial or full refund for that visit may be offered at our discretion.

10. Liability

• In the unlikely event of accidental damage, please notify us within 24 hours.
• We will assess any reported damage fairly and, where our liability is established, arrange repair or replacement through our insurance.
• Our liability for any single incident is limited to £1,000 or the replacement value of the damaged item, whichever is lower. For items of higher value, we recommend ensuring they are covered by your own household contents insurance.
• We are not liable for damage caused by pre-existing conditions, wear and tear, fragile or high-value items not disclosed to us, or circumstances beyond our control.

11. Your Responsibilities

• Please inform us of any hazards, allergies, or special requirements before the service.
• Ensure pets are safely managed during our visit.
• Please secure any valuables, fragile, or sentimental items.
• Maintain a safe and hygienic working environment for our staff.

12. Termination

Either party may end a regular service arrangement with 14 days' written notice. Any outstanding payments remain due. Where keys are held, they will be returned within 7 days of termination.

13. Complaints

We take complaints seriously. If you are not satisfied with any aspect of our service, please contact us within 24 hours at info@aurumcln.com or by phone on 07391 763 081.

We will acknowledge any complaint within 2 working days and aim to resolve it within 7 working days. If the matter cannot be resolved informally, we will provide information on alternative dispute resolution options.

14. Confidentiality & Data Protection

All client information is treated as confidential and handled in compliance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We do not share client data with third parties except where required by law or necessary for the provision of services. For full details, please see our Privacy Policy.

15. Force Majeure

We shall not be liable for any failure or delay in performing our obligations where such failure or delay results from circumstances beyond reasonable control, including but not limited to illness, injury, severe weather, transport disruption, power outages, pandemic or epidemic restrictions, or government-imposed restrictions. Affected appointments will be rescheduled at a mutually agreed time, without penalty.

16. Governing Law

These terms are governed by the laws of England and Wales. Any disputes arising under these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

17. Changes to These Terms

We may update these Terms & Conditions from time to time. Any material changes will be communicated to affected clients in writing at least 14 days before they take effect. Continued use of our services after changes are made constitutes acceptance of the updated terms.

18. Contact

For any questions regarding these terms, please contact:

• Email: info@aurumcln.com
• Phone: 07391 763 081