Terms and Conditions - JGCleaningGroup

Welcome to JGCleaningGroup. By using our website and booking our services, you agree to the following terms and conditions. Please read them carefully.

1. Definitions

“Company”, “we”, or “JGCleaningGroup” means the cleaning service provider.
“Client” or “you” refers to the person booking or receiving our services.
“Service” means any cleaning work carried out by JGCleaningGroup.
“Guarantee” means our service quality assurances listed below.

2. Services Provided

JGCleaningGroup offers:

Regular residential cleaning
Deep cleaning
End of tenancy cleaning
Commercial cleaning
Specialist add-on services (e.g., oven, carpet, fridge cleaning)

All services are performed by trained, DBS-checked professionals, and in accordance with our health and safety standards.

3. Bookings and Payments

Bookings can be made via our website, phone, or email.
Payment is required in advance or on the day of service unless otherwise agreed.
We reserve the right to decline or cancel bookings at our discretion.
Commercial services and bespoke jobs are quoted separately.

4. Access and Property

Clients are responsible for providing safe access to the property at the scheduled time.
If keys are supplied, they will be securely stored and managed.
If the cleaner is unable to gain access, a call-out fee may apply.

5. Cancellations and Rescheduling

At least 24 hours’ notice is required for cancellations or rescheduling.
Late cancellations may incur a fee of up to 50% of the service charge.

6. Liability and Damage

We are insured for public liability and employer’s liability.
Accidental damage caused by our staff must be reported to us within 24 hours.
We are not liable for existing damage, wear and tear, or unstable items.

7. Cleaning Guarantee – Regular and Deep Cleaning

We pride ourselves on delivering high-quality results every time. If you are not satisfied with any part of your clean:

✅ Next-Day Fixing Guarantee

If you notify us of any issues within 24 hours, we will return and resolve or re-clean the affected area within the next working day, free of charge.

Conditions:

Applies to standard and deep cleaning services.
The area in question must not have been used after the initial clean.
Only the specific area(s) of concern will be re-cleaned.

1. Scope of the Guarantee

This guarantee applies to all standard, deep, or recurring cleans performed by JGCleaningGroup.
It ensures that if a customer is dissatisfied with any part of the cleaning service, we will return and rectify the issue within 24 hours of notification, free of charge.

2. Conditions of the Guarantee

a. Notification Timeframe

Customers must notify us of any concerns within 24 hours of the clean being completed.

b. Specific Feedback Required

Customers must provide a clear description of the issue, including:
- The area(s) they are dissatisfied with
- Photographs (if possible) to help us assess the concern

c. Unaltered Conditions

The guarantee is only valid if:
- No additional cleaning has been performed by the client or third parties after our visit.
- The areas in question have not been used in a way that would affect the results (e.g., heavily used bathrooms or kitchens after cleaning).

d. Access

The customer must provide reasonable access to the property so we can carry out the return clean within the 24-hour window.

3. What Is and Isn’t Covered

Covered:

Missed spots or surfaces
General dissatisfaction with cleanliness in areas we agreed to clean
Dust, debris, or smudges left behind
Incorrect cleaning product usage

Not Covered:

Damage or issues unrelated to our service (e.g., mould behind furniture, permanent stains, maintenance issues)
Areas or tasks not included in the booked service
Dissatisfaction due to unreasonable expectations (e.g., expecting brand-new results on worn fixtures)

4. Limitations

JGCleaningGroup reserves the right to determine if the complaint is reasonable and within the agreed service scope.
This guarantee does not apply to:
- Services performed over 24 hours ago without complaint
- Properties where access is restricted or unsafe

5. Our Commitment

If the issue is valid, we will:
- Return within 24 hours to re-clean the affected areas, OR
- Offer a partial refund or credit if a return clean is not possible or appropriate

6. Amendment & Cancellation

JGCleaningGroup may amend this guarantee policy at any time. However, it will remain valid for any bookings made while this policy is active.

8. End of Tenancy Guarantee

We offer a satisfaction-based guarantee for our end of tenancy cleaning services:

🏠 End of Tenancy Deposit Guarantee

If the tenant does not receive their full deposit back due to cleanliness, we will reimburse the amount withheld – up to the full cleaning fee paid.

Conditions:

Applies only to end of tenancy services booked directly through JGCleaningGroup.
The property must be empty at the time of cleaning.
The agent/landlord must provide a written reason specifically relating to cleaning.
Client must notify us and submit evidence within 5 working days of the move-out report.
The guarantee does not apply if the property was accessed or altered after our clean (e.g. movers, tradespeople, pets).
Maximum reimbursement is equal to the original invoice total.

1. Eligibility

This guarantee applies only to customers who have booked and paid for a full end of tenancy deep clean with JGCleaningGroup.
The clean must include all standard end of tenancy items, including:
- Kitchen (including oven)
- Bathrooms
- Bedrooms and living areas
- Internal windows
- Inside cupboards and wardrobes
- Carpet cleaning (if carpets are present)

2. Conditions of the Guarantee

We will cover any deductions from your tenancy deposit due to cleanliness only if the following conditions are met:

a. Full Inspection Report

You must provide the official checkout inventory or inspection report from the letting agent or landlord clearly stating cleanliness issues.

b. Notice Within 7 Days

You must notify us within 7 calendar days of the inspection report date.

c. Before & After Access

We must be given reasonable access to inspect the property before and after the reported issue.
No further cleaning or alterations should have been made by third parties.

d. No Other Damages

The deposit deduction must be entirely due to cleanliness.
This guarantee does not cover damage, wear and tear, maintenance issues, or items not related to our service.

3. Limitations & Exclusions

Guarantee is only valid for domestic tenancies in the UK.
Guarantee is void if:
- The property was occupied after our clean and before inspection.
- Any part of the clean was carried out by another party.
- We were not provided accurate property information (e.g., number of rooms, condition).
The maximum liability of JGCleaningGroup under this guarantee is the total cleaning fee paid.

4. Claim Process

To make a claim, you must:

Email us at [your email] with:
- Your booking reference
- A copy of the official checkout report
- A photo or scan of the deposit deduction statement
Allow our team access to reinspect the property or communicate with your agent.
If the deduction is solely due to a missed cleaning area, we will:
- Return to re-clean for free, or
- Pay the deducted amount, whichever is more appropriate.

5. Amendments and Cancellation

JGCleaningGroup reserves the right to revise or cancel this guarantee at any time, but will honour it for bookings made while it is active.

9. Use of Website

By using our website:

You agree not to misuse or copy its content without permission.
We may collect anonymised usage data (see our Privacy Policy).
You agree to provide truthful and accurate information when booking.

10. Data Protection

We respect your privacy. All personal data is collected, stored, and used in accordance with the UK General Data Protection Regulation (UK GDPR). Please see our Privacy Policy for details.

11. Governing Law

These Terms and Conditions are governed by the laws of England and Wales. Any disputes shall be subject to the jurisdiction of the UK courts.