Terms of Service

1. Acceptance of Terms

By submitting an enquiry, booking a service, or using our website, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service and our Privacy Policy. If you do not agree with any part of these terms, please do not use our services.

We reserve the right to modify these terms at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services after changes are posted constitutes acceptance of the modified terms.

2. Service Scope and Availability

Thornbury & Webb provides professional domestic cleaning services throughout London and surrounding areas. Our services include regular home cleaning, deep cleaning, and end of tenancy cleaning as detailed on our website.

Service availability is subject to scheduling capacity and geographic coverage. We will inform you if we are unable to accommodate your preferred dates or location.

All services are provided subject to these terms and any specific arrangements agreed upon during the consultation process.

3. Acceptable Use Policy

When using our website and services, you agree to:

• Provide accurate and truthful information when making enquiries or bookings
• Use our services only for lawful purposes and in accordance with these terms
• Respect our staff and treat them with courtesy and professionalism
• Not misuse or attempt to gain unauthorized access to our systems or services
• Not use our services in any way that could damage our reputation or business

We reserve the right to refuse service or terminate our relationship with clients who violate these acceptable use provisions.

4. Permitted and Prohibited Uses

Our services are intended for residential cleaning purposes in standard domestic environments. Permitted uses include routine cleaning, deep cleaning, and preparation of properties for rental transitions.

Prohibited uses include:

• Requesting cleaning of hazardous materials or biohazard situations
• Expecting removal of structural damage, mold requiring specialist treatment, or pest infestations
• Requesting services outside our standard offerings without prior arrangement
• Using our services for commercial properties without express agreement
• Making false claims about service quality or staff conduct

If you are uncertain whether a particular cleaning requirement is within our scope, please contact us before booking.

5. Fair Usage Guidelines

To ensure we can provide quality service to all clients, we ask that you:

• Provide reasonable notice for appointments and changes
• Ensure safe access to areas requiring cleaning
• Inform us of any specific concerns or requirements in advance
• Allow our team adequate time to complete services properly
• Provide feedback constructively if issues arise

10. Service Quality Standards

We strive to provide consistently high-quality cleaning services. Our team follows detailed checklists and procedures to ensure thorough attention to all areas covered in your service agreement.

If you are not satisfied with any aspect of our service, please inform us within 24 hours of the service completion. We will arrange a return visit to address any legitimate concerns at no additional cost.

Service quality standards apply to work completed according to the agreed scope. Additional or specialty services not included in your agreement are subject to separate arrangement.

11. Service Continuity and Maintenance

While we aim to provide consistent service with the same team members when possible, we cannot guarantee specific personnel for each visit. All our staff are trained to our standards and capable of delivering quality service.

Occasionally, scheduled maintenance, training, or unforeseen circumstances may affect service availability. We will provide advance notice of any planned service interruptions and work to minimize disruption.

12. Geographic Coverage

Our services are primarily available throughout London and immediately surrounding areas. Service availability in specific locations depends on our scheduling capacity and travel considerations.

For properties outside our standard service area, we may require a travel surcharge or minimum service commitment. Please enquire about service availability for your specific location.

13. Service Updates and Modifications

We may modify our service offerings, pricing, or procedures from time to time to reflect changes in costs, industry standards, or business requirements. Existing service agreements will honor the terms in effect when arranged, but renewal or new services will be subject to current terms.

We will provide reasonable notice of any significant changes to our services that may affect existing clients.

17. Service Pricing

Service prices are confirmed at the time of booking and remain valid for that specific service. Prices displayed on our website are indicative and may vary based on specific requirements, property size, condition, and location.

All prices are quoted in British Pounds and include VAT where applicable.

18. Payment Methods and Timing

Payment is typically due upon completion of service unless alternative arrangements have been made. We accept various payment methods including bank transfer, card payment, and cash.

For regular cleaning arrangements, we may offer direct debit or standing order payment options. Terms will be agreed during service setup.