1. Our Services
We provide domestic cleaning, commercial cleaning and non-medical home-help services. We do not provide personal care, medical treatment or regulated care services.
2. Insurance and DBS
Butterfly Home Help & Cleaning is fully insured. Team members are DBS checked where appropriate to their role.
3. Introduction Visits, Quotes and Pricing
- We normally visit the property and discuss requirements before providing a quotation.
- Quotes are based on the size, condition and agreed scope of work at the time of assessment.
- Prices may be adjusted where the condition or scope differs significantly from what was originally discussed.
- Deep cleans, end-of-tenancy cleans and unusually demanding work are priced individually.
- Additional tasks may require extra time and an additional charge.
4. Payments
- Payment is due on completion unless agreed otherwise in advance.
- Bank transfer is our preferred payment method.
- Late or unpaid balances may result in future appointments being suspended.
5. Cancellation Policy
We protect our schedule and our cleaners’ time while remaining understanding when genuine emergencies occur.
Regular appointments
- At least 24 hours’ notice is required to cancel or reschedule.
- Less than 24 hours’ notice may be charged up to the full scheduled fee.
- Same-day cancellations and no-access appointments may be charged in full.
Deep cleans and end-of-tenancy cleans
- At least 48 hours’ notice is required.
- Cancellations within 48 hours may result in loss of a deposit or a charge of up to 50%.
- Same-day cancellations may be charged in full.
6. Access
- Clients must provide safe and suitable access at the agreed time.
- Keys, entry codes and instructions must be accurate.
- Please tell us about alarms, pets, parking restrictions or access issues in advance.
7. Health and Safety
- We may refuse, pause or stop work where conditions are unsafe.
- Specialist hazards, including needles, infestations, bodily fluids or dangerous mould, may require a specialist contractor.
- Children and pets should be kept away from cleaning products, equipment and wet floors.
8. Products and Equipment
- We normally bring our own products and equipment unless otherwise agreed.
- Client-supplied products or equipment must be safe and suitable.
- We cannot accept responsibility for damage caused by faulty or unsuitable client-supplied items.
9. Breakages and Valuable Items
- Please secure valuable, fragile or sentimental items before the appointment.
- Accidental damage should be reported as soon as possible.
- Concerns will be reviewed fairly in line with the circumstances and our insurance arrangements.
10. Satisfaction and Communication
Please contact us within 24 hours if you are unhappy with any aspect of the service. We will investigate and aim to resolve concerns fairly and promptly.
11. Appointment Times
Arrival times may occasionally vary because of traffic, earlier appointments or unforeseen circumstances. We will give as much notice as reasonably possible.