Who these terms are between

These terms apply between Golden Heart Cleaning Services Ltd, company number 17356185, of New Basford, Nottingham NG7, and you as the customer. Your own written quotation is the contract for your specific job; where it says something different from this page, the quotation wins.

Quotes and prices

  • Every price is agreed in writing before work starts. We do not work to an open-ended hourly estimate.
  • A quote is based on what you tell us: property size, number of bathrooms, whether there are pets, and the honest condition of the property. If what we find differs materially, we will stop and agree a revised price with you rather than continuing and invoicing more.
  • We do not publish a price list, because a number produced from a postcode and a bedroom count has priced an average property rather than yours.
  • Prices are the same across every area we cover. There is no travel supplement.

Booking, changing and cancelling

  • There is no contract and no minimum term for domestic cleaning.
  • Give us 24 hours' notice to move, pause or cancel a visit and there is no charge.
  • Inside 24 hours, or if we cannot get in on the day, we may charge for the visit, because the slot cannot be refilled at that notice.
  • Commercial contracts run on a written specification with a notice period, normally one to three months.

Access

You are responsible for making sure we can get in. A key safe is the arrangement we recommend, because the key never leaves the property and you can change the code whenever you want. If we hold a key, it is stored in a locked cabinet and coded rather than labelled with your address.

Please tell us in advance about alarms, pets, parking restrictions and anything in the property that needs a specific product or should not be touched.

The re-clean guarantee

If you are not happy with a visit, tell us within 48 hours and we will come back and put it right at no charge. For end of tenancy work the window is 72 hours, which covers the gap between the clean and a check-out inspection. The guarantee covers work within the agreed scope; it is not a general re-clean of areas that were not booked.

What we do not do

For safety and insurance reasons our cleaners will not work at height beyond a small step ladder, move heavy furniture, handle clinical or hazardous waste, or use a customer's product where we believe it will damage a surface. We will always say so rather than proceed.

Insurance and liability

We carry public liability insurance and will provide the certificate on request. If we damage something, tell us as soon as you notice and we will report it and put it right. Nothing in these terms limits our liability for death or personal injury caused by negligence, or for anything else that cannot be limited in law.

We are not liable for pre-existing damage, for wear and tear, or for damage caused by a defect in the property or an item that was not disclosed to us.

Payment

Regular customers pay by bank transfer or standing order after each visit or monthly. One-off and end of tenancy cleans are settled on completion. We do not ask for a deposit up front.

Complaints

Contact us on 07438 843980 or at goldenheartcleanings@gmail.com. We aim to respond within two working days. As a consumer you also have rights under the Consumer Rights Act 2015 that these terms do not affect.

These terms were last reviewed on 4 September 2026. They are provided for information and do not replace the written quotation for your own job.