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. Where you have signed a Client Service Agreement with us, that agreement sets out the same terms and takes precedence in the event of any inconsistency.

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.

These terms set out the conditions under which Aurum Cleaning & Co. provides professional cleaning services, ensuring transparency and mutual understanding of obligations.

2. Services

We provide bespoke home cleaning services across Linton, Saffron Walden, Haverhill, Sawston, and surrounding villages in South Cambridgeshire and North Essex. The specific scope for each client is agreed in writing or by email before the first appointment.

Standard Domestic Cleaning

Routine household cleaning tasks including:

• Vacuuming carpets and floors
• Mopping hard floors
• Dusting furniture, surfaces, and accessible fixtures
• Cleaning mirrors and visible glass
• Wiping kitchen counters, cabinet exteriors, sink, and hob
• Cleaning bathroom fixtures, surfaces, and toilets
• Spot-checking doors, handles, and light switches

Standard cleaning does not include window cleaning (interior or exterior), oven deep-cleaning, drain cleaning, carpet shampooing, or laundry services - unless specifically arranged and confirmed in advance.

One-Off Deep Cleans

A more thorough clean intended to reset a property. This may include:

• Deep cleaning of bathrooms and kitchen
• Inside fridge or oven (only if confirmed beforehand)
• Cleaning under and behind furniture (when safely accessible)
• Light decluttering and surface sanitising

Move-In / Move-Out Cleans

Designed for end-of-tenancy or property transition. This includes:

• Full deep cleaning of all rooms (scope confirmed beforehand)
• Inside cupboards, drawers, and storage spaces
• Optional add-ons: window interiors, appliance interiors

Short-Stay / Airbnb Changeover Cleans

Fast turnaround cleans for holiday lets and short-stay properties, including:

• Full property clean between guests
• Linen changes and bed-making
• Laundry service (wash, dry, fold)
• Restocking of essentials (if agreed)

Add-On Services

• Laundry (washing, drying, folding)
• Ironing
• Bed-changing

All services will be performed at the agreed time, location, and frequency. Any additional tasks or specific requests must be confirmed in writing or by email prior to the scheduled appointment.

3. Services We Do Not Provide

Aurum Cleaning & Co. does not provide the following services under any circumstances, unless explicitly agreed in writing beforehand. These exclusions ensure staff safety, compliance with insurance requirements, and adherence to UK health and safety regulations.

• Pet-related cleaning - including cleaning pet litter trays, cages, crates, kennels, accidents, urine, faeces, vomit, or any biological waste associated with pets.
• Dead animals - including removal or handling of deceased mice, rats, birds, or any other wildlife or pests found inside or outside the property.
• Human bodily fluids - blood, vomit, urine, faeces, nappies, or any medical waste.
• Pest infestations - fleas, bedbugs, rodents, insects, nests, droppings, or contamination caused by pests.
• Black mould removal - any mould requiring chemical treatment, PPE, or specialist remediation.
• Drain cleaning - sinks, toilets, showers, external drains, or any plumbing-related tasks.
• Carpet cleaning - shampooing, steaming, stain extraction, or machine-based treatments.
• White-goods interior cleaning - oven, dishwasher, washing machine, tumble dryer, fridge, or freezer interiors unless specifically agreed beforehand.
• Outdoor or exterior cleaning - patios, decking, garages, sheds, driveways, outdoor furniture, or garden structures.
• Professional window cleaning - exterior windows, high windows, or any window cleaning requiring ladders or specialist equipment.
• Construction or renovation cleaning - builders' rubble, plaster dust, paint removal, silicone scraping, or post-renovation debris.
• Smoke or fire damage cleaning - soot, smoke residue, or fire-related cleaning.
• Heavy lifting - moving large furniture, appliances, or items requiring two people or posing a risk of injury.
• Cleaning behind heavy appliances - behind fridges, washing machines, or cookers, unless you move them first.
• Medical equipment cleaning - mobility aids, medical devices, or anything requiring specialist sanitation.
• Childcare or pet-care tasks - feeding, walking, supervising, or handling pets or children.
• High-reach areas - anything requiring ladders, step stools, or climbing (tops of cupboards, high shelves, ceiling fans).
• Personal hygiene items - cleaning or organising underwear drawers, personal medical supplies, or intimate items.
• Chemical mixing or hazardous products - bleach mixing, corrosive cleaners, or any product not approved by Aurum Cleaning & Co.
• Wall or ceiling washing - except for light spot-cleaning.
• Rubbish removal - taking household waste off-site or disposing of large volumes of rubbish (this requires a waste carrier licence).
• Trade-skill tasks - electrical work, plumbing, repairs, painting, or maintenance.

4. Bookings, Scheduling & Access

• All appointments must be pre-booked. 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.
• You must provide safe and reasonable access to the property at the agreed time.
• Missed appointments due to lack of access will be subject to the cancellation charges set out in Section 5.
• You must notify us of any changes to access arrangements, alarm systems, parking restrictions, or property conditions at least 24 hours before the appointment.
• If keys or access codes are provided, a separate Key Handover Agreement will be signed. See Section 14.

5. Cancellation & Rescheduling

• Notice given 48 or more hours before the appointment: no fee.
• Notice given 24–48 hours before: 50% of the agreed service fee will be charged.
• Same-day cancellations or no-shows: 100% of the agreed service fee will 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 reasonable control. In such cases, we will offer an alternative date at no additional cost.

6. 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, and in any event within 24 hours, unless otherwise agreed in writing.
• Accepted methods: Cash, Credit/Debit Card, Bank Transfer.
• Bank transfer details will be provided separately on each invoice.
• Invoices for missed appointments or late cancellations are due within 7 calendar days.
• Invoices not settled within 7 calendar days may incur late-payment interest at 2% per month, applied daily, until payment is received.
• We reserve the right to adjust pricing with a minimum of 30 days' written notice.
• Any price adjustment will not affect appointments already booked before the effective date of the change.

7. Booking Fee

• A refundable booking fee may be requested to confirm a first appointment.
• This fee will be applied as credit toward the first invoice, or refunded in full after successful completion of the first service.
• The booking fee is non-refundable if the appointment is cancelled with less than 48 hours' notice or missed entirely.

8. 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 or by post) before the 14-day period expires.

If you have requested that services begin within the 14-day cooling-off period, you agree to pay for any services already provided up to the point of cancellation. Any booking fee will be refunded minus the value of services already delivered.

9. Satisfaction Guarantee

If you are not satisfied with any aspect of our cleaning service, please notify us within 24 hours of the service being completed, providing specific details of the concern.

We will arrange a complimentary re-clean of the affected areas within 48 hours of notification, subject to reasonable access. This guarantee applies to the most recent clean only and does not extend to matters of personal preference that were not communicated prior to the appointment.

The guarantee does not apply to pre-existing damage, staining, or wear, or to issues that cannot be resolved through standard or deep cleaning methods.

If the issue cannot be resolved to your reasonable satisfaction after the re-clean, a partial or full refund for that visit may be offered at our discretion.

10. Your Responsibilities

• Ensure safe and reasonable access to the property at the agreed time.
• Secure pets during the cleaning visit, or notify us in advance of any animals in the property.
• Store away valuables, fragile items, and sentimental items of significant personal value.
• Notify us in advance of any hazards, allergies, chemical sensitivities, or access restrictions that may affect the service.
• Ensure that running water, electricity, and adequate lighting are available during the appointment.
• Maintain a safe, hygienic working environment and ensure the property is free from infestations, hazardous waste, unsafe conditions, or anything that may pose a risk to our staff.
• Provide clear, accurate instructions regarding any specific cleaning requirements. We are not responsible for outcomes resulting from unclear or incomplete instructions.

11. Our Responsibilities

• Deliver services as scheduled and to professional standards, with reasonable care and skill.
• Treat your property and personal belongings with care and respect.
• Maintain appropriate public liability insurance coverage.
• Ensure all staff are vetted, trained, and DBS-checked at Basic level.
• Maintain confidentiality regarding your home, personal information, and access arrangements.
• Use eco-friendly, non-toxic cleaning products unless you request otherwise.
• We reserve the right to refuse or discontinue work if conditions are deemed unsafe, unhygienic, or unsuitable for professional cleaning.
• A minimum service duration of 2 hours applies to all appointments unless otherwise agreed in writing.

12. Liability & Insurance

Aurum Cleaning & Co. holds public liability insurance covering accidental damage to your property during the provision of cleaning services.

In the unlikely event of accidental damage, please notify us within 24 hours. Reported damage will be assessed fairly and, where our liability is established, repair or replacement will be arranged 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, normal wear and tear, or manufacturing defects.
• Fragile, high-value, or sentimental items not disclosed to us or not securely stored prior to the service.
• Damage to items that were not securely stored, properly protected, or safely positioned prior to the service.
• Damage resulting from unclear or incomplete instructions.
• Any loss arising from circumstances beyond reasonable control (see Section 16).

13. Limits on These Exclusions

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be limited or excluded.

Your statutory rights as a consumer are unaffected, including your rights under the Consumer Rights Act 2015. This section applies to these terms as a whole, including the limits set out in Sections 12 and 26.

14. Key-Holding

Where you provide keys or access codes, a separate Key Handover Agreement will be completed. Keys will be held securely, used only for the purpose of providing the agreed cleaning services, and returned immediately upon termination of the service arrangement or upon your request.

Keys will not be copied, duplicated, or shared with any third party under any circumstances. Our insurance covers key replacement in the event of loss.

15. Termination

• Either party may terminate a regular service arrangement with 14 days' written notice (by email or post).
• Any outstanding payments remain due following termination.
• Keys will be returned within 7 days of termination.
• Termination for cause - including but not limited to breach of terms, repeated cancellations, unsafe working conditions, or non-payment - may be immediate at our discretion.

16. 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. This includes but is not limited to illness, injury, accidents, acts of God, severe weather conditions, transport disruption, power outages, pandemic or epidemic restrictions, or government-imposed restrictions.

In such cases, affected appointments will be rescheduled at a mutually agreed time, without penalty to either party.

17. 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 example, payment processing). For full details, please see our Privacy Policy.

18. Complaints

We take all 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.

19. Governing Law

These terms are governed by and construed in accordance with 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.

20. 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 take effect constitutes acceptance of the updated terms.

21. Use of This Website

The remaining sections apply to your use of this website, rather than to the cleaning services described above.

You may use this website to find information about our services, to contact us, and to apply for advertised roles. You agree not to:

• Use the website for any unlawful purpose, or in any way that could damage, disable, or impair it.
• Attempt to gain unauthorised access to the website, its server, or any connected system.
• Submit false, misleading, or malicious information through our contact or application forms.
• Access the website by automated means in a way that places an unreasonable load on it, circumvents the directives in our robots.txt, or is used to republish our content as your own. Automated access that follows those directives - including indexing by search engines and AI assistants - is permitted.

22. Intellectual Property

All content on this website - including text, photographs, the Aurum Cleaning & Co. name and logo, and the design and layout of the site - belongs to us or is used with permission, and is protected by copyright and trade mark law.

You may view, download, and print pages for your own personal use. You may not reproduce, republish, or use our content for commercial purposes without our written permission. Quoting or citing our content with attribution and a link back to the relevant page is permitted.

23. Website Content, Accuracy & Availability

The content on this website is provided for general information only. Service descriptions, availability indicators, area coverage, and blog articles do not constitute a quotation or a binding offer. The scope and price of any service are confirmed individually before work begins, as set out in Sections 2 and 6.

We take care to keep the website accurate and up to date, but we do not guarantee that it will be free from errors or omissions, nor that it will be available without interruption. We may change, suspend, or withdraw any part of the website at any time without notice.

24. Third-Party Links

Our website may link to third-party websites. These links are provided for convenience only. We have no control over the content of those sites and accept no responsibility for them, nor for any loss arising from your use of them. A link does not imply that we endorse the site or its operator.

25. Online Enquiries & Bookings

Submitting our contact form, sending an email, or applying for a role does not create a contract. A booking exists only once we have confirmed it to you, including the date, time, and agreed scope of service, as described in Section 4.

We aim to respond to enquiries promptly, but we cannot guarantee that we will have capacity to take on every request.

26. Liability for Website Use

To the extent permitted by law, we are not liable for any loss or damage arising from your use of, or inability to use, this website - including loss of data, business interruption, or any indirect or consequential loss. The £1,000 limit in Section 12 applies to our cleaning services and is not a cap on website-related claims, which are governed by this section instead.

This exclusion is subject to Section 13.

27. Contact

For any questions regarding these terms, please contact:

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