Terms and Conditions

Bookings can be made via our website, by telephone, or by WhatsApp. All bookings are subject to availability.

• Your full name and contact telephone number
• The full address of the property to be cleaned
• The service required and accurate description of the property size
• Your preferred date and time window
• Any access instructions, access codes, or key collection arrangements
• Any specific requirements, known problem areas, or relevant property conditions

You are responsible for ensuring the information provided is accurate. Inaccurate information — particularly about property size or condition — may result in a revised quote before work begins.

Your booking is confirmed when you receive written confirmation from Eleva Cleans containing your booking reference, service details, date, arrival window, property address, and agreed price.

We provide an arrival window of 30 to 60 minutes rather than an exact arrival time. In exceptional circumstances, we will contact you promptly if the arrival time will be significantly later than the confirmed window.

All prices are quoted in British Pounds Sterling (£). Current prices are published on our website at elevacleans.co.uk and are confirmed in your booking confirmation. Prices may be updated from time to time. The price that applies to your booking is the price confirmed in your booking confirmation — not any price subsequently published on the website.

Highmark Property Services Ltd is not currently registered for VAT. No VAT is charged on any of our services at this time. In the event that we become VAT registered in the future, we will notify clients in advance and update our pricing accordingly. VAT registration will be clearly indicated on all invoices and on our website from the date it applies.

The quoted price is based on the property size and description provided at booking. If the property requires significantly more work than described — for example due to undisclosed heavy soiling, pest conditions, or biohazard material — we reserve the right to provide a revised quote before commencing work. You have the right to decline the revised quote, in which case no charge will be made.

• Payment is due on the day of service unless otherwise agreed in writing
• We accept BACS bank transfer, debit card, and credit card
• An invoice is issued on the day the service is completed

• Commercial contracts are invoiced monthly in arrears unless otherwise agreed in writing
• Standard payment terms are 14 days from invoice date
• Late payment interest may be charged at 8% above the Bank of England base rate under the Late Payment of Commercial Debts (Interest) Act 1998

Letting agents operating under a formal Eleva Cleans partner agreement are invoiced under the terms specified in that agreement. Partner pricing and payment terms are confirmed separately in writing.

Cancellation fees reflect the costs incurred when a professional has been allocated and briefed for your booking and cannot be redeployed at short notice.

You may reschedule a confirmed booking at no charge with at least 48 hours notice. Rescheduling with less than 48 hours notice is treated as a cancellation and the applicable fee applies. A new booking will then be provided at the standard rate.

In the rare event we need to cancel, we will contact you as soon as possible and offer a rescheduled booking at the earliest available date or a full refund. If we cancel with less than 24 hours notice, we will offer a 10% discount on your rescheduled booking as a goodwill gesture.

If you booked online or by telephone, you have a 14-day right to cancel under the Consumer Contracts Regulations 2013. However, if you have requested that the service begins within this 14-day period and we have begun providing it, your right to a full refund may be reduced proportionately. We will confirm your cancellation rights at the time of booking.

You are responsible for ensuring our professional has safe and unobstructed access to the property at the agreed time. If our professional cannot access the property through no fault of their own, this will be treated as a same-day cancellation and the full cancellation fee applies.

You must ensure that hot water, electricity, and adequate lighting are available throughout the duration of the clean. For end of tenancy cleans at vacant properties, please confirm in advance that utilities will be live on the day. We cannot carry out cleaning services without access to hot water and electricity.

You must inform us at the time of booking of any conditions that may affect the clean, including:

• Known or suspected pest infestations
• Biohazard conditions including sewage leaks, blood, or bodily fluids
• Active mould, damp, or structural issues requiring specialist treatment
• Fragile, antique, or high-value items in areas to be cleaned
• Non-standard or delicate flooring, surfaces, or fabrics requiring specific products

Failure to disclose relevant conditions may result in additional charges, a revised quote before work proceeds, or cancellation without refund where the conditions prevent us from working safely.

We ask that personal belongings and items of value are removed from areas to be cleaned where possible. This allows our professionals to work efficiently and reduces the risk of accidental damage.

• You must notify us of any quality concern within 24 hours of the clean being completed
• The concern must relate to work completed by Eleva Cleans — not pre-existing conditions, damage caused by others, or conditions present before the clean began
• You must allow us the opportunity to reclean before requesting a refund. We cannot issue a refund without first being given the opportunity to correct the issue
• The guarantee does not apply where the property has been accessed, used, or cleaned by any other party between our clean and your notification
• For carpet and upholstery cleaning — the guarantee covers the cleaning process and standard but does not guarantee the removal of specific stains where a pre-clean assessment was given with a qualified outcome

For end of tenancy cleans, our guarantee extends to issues raised at the inventory check-out. If your landlord or inventory clerk raises a cleaning issue that falls within the scope of our service, notify us within 24 hours of the inventory check and we will return to address it at no charge.

For contracted commercial cleaning, any quality concern must be reported to us within 24 hours of the clean being completed. We will return to address the specific issue within 24 hours of notification at no additional charge.

Highmark Property Services Ltd carries public liability insurance. We are liable for damage or loss caused directly by the negligence of our cleaning professionals while on your property in the course of providing our services.

Our total liability to you for any claim arising from the provision of our services is limited to the value of the specific service booking giving rise to the claim. We are not liable for:

• Pre-existing damage to your property or its contents present before our clean began
• Damage caused by faulty, inadequate, or improperly secured items within your property
• Indirect or consequential losses including loss of rent, loss of deposit, or commercial losses arising from dissatisfaction with our service
• Actions or omissions of third parties
• Normal wear and tear to surfaces, fabrics, or materials during cleaning

Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be lawfully excluded under the Consumer Rights Act 2015 or applicable law.

If any damage occurs during our clean, our professional will notify us immediately. We will contact you directly to discuss resolution and provide photographic evidence. If you discover damage after our team has left, you must notify us within 24 hours of the clean completing. We cannot accept responsibility for damage reported after this period.

Our professionals photograph the property before beginning any clean. Before photos document the existing condition and protect both parties from disputed claims. We are not liable for pre-existing damage.

We ask that items of particular monetary or sentimental value are removed from areas to be cleaned where possible. We do not accept liability for damage to items that were not disclosed as requiring special care and that are abnormally fragile or valuable.

For carpet and upholstery cleaning, we conduct a pre-inspection of all areas before treatment begins. Pre-existing stains, worn areas, and damage are photographed and noted. We are not liable for pre-existing damage or for the condition of items that were not disclosed prior to the clean.

All Eleva Cleans professionals arrive in uniform, are DBS checked, and operate under our professional conduct guidelines. They will treat your property and belongings with respect at all times.

We ask that all clients treat our professionals with respect and courtesy. We will not tolerate verbal abuse, harassment, or threatening behaviour toward our team. We reserve the right to remove our professionals from a property and cancel the booking without refund where client conduct is unacceptable.

Please inform us of any pets at the property at the time of booking. Where possible, we ask that pets are secured in a separate area during the clean for the safety of both the animal and our professionals.

Our professionals have the right to decline to clean any area presenting a serious health or safety risk — including confirmed pest infestations, biohazard conditions, or unsafe access. We will notify you immediately and discuss alternatives. No charge will be made for the uncompleted portion of the service where this applies.

You agree not to approach, contact, or engage any individual cleaning professional who carries out your Eleva Cleans service for direct hire or any private cleaning arrangement, during the period of our service relationship and for 12 months after. All bookings must be made through Eleva Cleans. This condition protects the integrity of our professional relationships and the standard of service we provide.

Contact us within 24 hours of the completed clean by WhatsApp, phone, or email. Describe the specific issue and include photos where possible. Contact details: info@elevacleans.co.uk |

Our Operations Manager will review your complaint and our photographic record within 24 hours and contact you to acknowledge and agree a resolution — typically a free re-clean of the areas in question.

If a re-clean is agreed, we will attend within 24 hours. If after the re-clean you remain unsatisfied, we will discuss a partial or full refund as appropriate to the specific circumstances.

If your complaint is not resolved to your satisfaction, you may seek independent guidance through:

• Citizens Advice — citizensadvice.org.uk
• Small Claims Court — for disputes under £10,000 in England and Wales

These Terms and Conditions, together with any booking confirmation issued by Eleva Cleans, constitute the entire agreement between you and Highmark Property Services Ltd in relation to our services.

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

Any failure by us to enforce any provision of these Terms does not constitute a waiver of our right to enforce that provision at a later date.

These Terms are governed by the laws of England and Wales. Any dispute arising under these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

These Terms do not create any rights enforceable by third parties under the Contracts (Rights of Third Parties) Act 1999.

We will not be in breach of these Terms where we are unable to provide a service due to circumstances beyond our reasonable control, including severe weather, natural disaster, civil unrest, or government-imposed restrictions. In such circumstances we will contact you as soon as possible and arrange an alternative date at no additional charge.