TERMS AND CONDITIONS

Last updated: 03.01.2026

1. COMPANY DETAILS

Legal Name: Brilliant-Cleaner London Ltd

Trading Name: Brilliant-Cleaner

Company Type: Private Limited Company

Registered Address:

1003, 405 King’s Road, London, SW10 0BB

Operating Areas:

London (all services).
Some one-off services may be offered in surrounding areas such as Surrey by agreement.

Contact Details:

📧 bookingsteam@brilliant-cleaner.com

📞 0800 061 4189

2. SERVICES OFFERED

We provide professional cleaning services including, but not limited to:

Deep Cleaning
Regular Cleaning
End of Tenancy Cleaning
After Builders Cleaning
Airbnb / Short-Let Cleaning
Housekeeping
Carpet & Upholstery Cleaning
Oven Cleaning
Window Cleaning
Garden & Patio Cleaning
Commercial Cleaning
Cleaning & Moving (in partnership)

Materials & Equipment

Cleaning materials and equipment are provided for one-off services.

Materials are not supplied for Regular Cleaning or Housekeeping unless agreed in advance.

Airbnb services do not include materials by default but can be added at an additional cost.

Right to Refuse Service

We reserve the right to refuse or discontinue services where conditions are unsafe, unsuitable, unlawful, or where there is any inappropriate or abusive behaviour towards our staff.

We operate a zero-tolerance policy towards harassment, aggression, discrimination, or threatening behaviour.

3. BOOKINGS & PAYMENTS

Deposits

A 25% deposit is required for:

All first-time clients

All one-off services

Deposits secure the booking and staff allocation.

Payment Balance

The remaining balance is due on completion of the service.

Payments may be automatically collected using the payment method provided at booking.

Payment Methods

We accept:

Debit & Credit Cards
Apple Pay
Google Pay
Other methods supported by Stripe
BACS for approved business clients

Card Security

All payments are processed securely via Stripe.

We do not store or have access to card details.

Our staff cannot view or misuse payment information.

We reserve the right to collect payments and issue refunds via the original payment method.

Unused Time

Where a service has been booked for longer than required, unused time is non-refundable.

This is because cleaners are allocated and contractually paid for the booked duration.

4. CANCELLATIONS & RESCHEDULING

One-Off Services (Including End of Tenancy, Deep Cleaning, After Builders)

7 days or more notice: Free cancellation

Between 7 days and 48 hours: Deposit is non-refundable

48–24 hours: 50% of total booking cost

Less than 24 hours / No-show: 100% of booking cost

This reflects staff scheduling and contractual commitments.

Regular Cleaning & Housekeeping (Recurring Services)

Due to fixed cleaner schedules:

Cancellations with less than 7 days’ notice may be charged in full

One free reschedule may be offered where feasible

We aim to be flexible where genuine circumstances allow

5. DELAYS & ACCESS

Delays

Delays caused by traffic, roadworks, accidents, weather conditions, or access issues are outside our control and do not automatically warrant refunds or cancellations.

Where delays occur, we will:

Adjust time on site where possible, or
Provide reasonable compensation if appropriate

Access

Clients must ensure full access at the agreed time.

We do not hold keys.

Access via concierge or lockbox is acceptable.

If access is not provided, the booking may be charged in full.

6. PARKING & CONGESTION CHARGES

Parking charges apply to all one-off services, unless a valid permit is provided by the client.

Congestion charge and parking fees will be estimated during the quote, additional parking charges incurred will be charged after the service based on actual costs. ULEZ fees do not apply.

7. END OF TENANCY – SPECIFIC TERMS

Prices listed are based on unfurnished properties.

Furnished properties must be declared at booking.

Cleaning includes appliances: oven, fridge-freezer, dishwasher, washing machine.

Inside windows, cupboards, wall spot removal, and limescale removal are included.

Re-Clean Guarantee

A free re-clean within 48 hours is offered for End of Tenancy and Cleaning & Moving services only, subject to:

Issues being reported within 48 hours
Issues reported are included in our checklist or booked in advance
The property remaining unoccupied

8. APPLIANCES & PROPERTY PREPARATION

Appliances must be safe to clean.

Cooking appliances must be switched off before arrival.

Freezers must be defrosted 24 hours prior to cleaning.

Failure to do so may limit results or prevent ability to clean.

9. DAMAGE, LIABILITY & INSURANCE

We are insured and covered by public reliability insurance.

Any fragile or delicate items must be reported during booking.

Any damage must be reported within 24 hours of service completion with evidence.

We are not liable for:

Pre-existing damage
Normal wear and tear
Items not declared fragile or valuable

10. DAMAGE, LIABILITY & INSURANCE

We are not responsible for permanent stains, colour bleeding, shrinkage, or fabric deterioration.

Clients must inform us of fabric types, warnings, or known issues in advance.

11. LIMESCALE & MOULD

Limescale and mould removal is not guaranteed.

Results depend on:

Time allocated
Duration of exposure
Surface condition
Material quality
Previous treatments

12. HEALTH, SAFETY & ALLERGIES

Clients must inform us of:

Allergies
Young children or babies
Pets
Eco-friendly products are available upon request.

Pets

Pets must be secured away from cleaning areas.

Dangerous or aggressive animals must be removed.

13. PROHIBITED CONDITIONS

We will refuse service without refund if:

There is evidence of drug use or abuse
The environment is unsafe or unlawful
Breach of terms towards our staff

14. RUBBISH & WASTE

Cleaners do not remove rubbish off-site.

Appropriate disposal facilities must be available on the premises.

Additional charges will apply if appropriate facilities are not available and rubbish needs to be taken away from the property to be disposed of.

15. PHOTOS & QUALITY CONTROL

Photos may be taken for:

Quality assurance
Training
Internal records

Images may be used for marketing where sourced from public review platforms.

16 FEEDBACK & REVIEWS

We welcome all feedback.

Reviews left on public platforms may be displayed on our website for promotional purposes.

17. COMPLAINTS PROCEDURE

Complaints must be raised within 24 hours of service completion and sent to our bookings team directly via email: bookingsteam@brilliant-cleaner.com

Please provide:

Full contact details
Date of issue
Photos or evidence

We aim to resolve issues fairly and promptly.

18. BOOKING RESPONSIBILITY

Clients are responsible for booking the correct service and providing accurate information during booking including fragile items and delicate surfaces.

Incorrect bookings may result in amended pricing or rescheduling and additional charges.

19. TERMINATION OF SERVICE

Either party may terminate ongoing services with 7 days’ notice, cancellation fees apply as per the service terms.

20. GOVERNING LAW

These Terms are governed by the laws of England and Wales.