These terms outline the basis for our domestic and commercial cleaning services and non-medical home support services.
1. Our Services
Butterfly Home Help & Cleaning provides reliable domestic and commercial cleaning and non-medical home support services.
We do not provide personal care, medical treatment or regulated care services.
2. Insurance & DBS
We are fully DBS checked and hold appropriate public liability insurance for your peace of mind.
3. Quotes & Pricing
- Quotes are based on the information provided at the time of booking.
- Prices may be adjusted if the condition or scope of work differs upon arrival.
- Deep cleans and specialist cleans are priced individually.
- Additional requests may incur extra charges.
4. Payments
- Payment is due on completion unless otherwise agreed.
- Bank transfer is preferred.
- Late payments may result in suspension of future bookings.
5. Cancellation Policy
We value our clients and aim to provide a reliable and professional service at all times. To protect our schedule and our cleaners’ time, we kindly ask clients to respect the following cancellation policy.
Regular Cleaning Appointments
- We require a minimum of 24 hours’ notice for cancellations or rescheduling.
- Cancellations made with less than 24 hours’ notice may be charged at 50% of the scheduled cleaning fee.
- Same-day cancellations may be charged at the full cleaning rate.
- If our cleaner arrives and is unable to gain access to the property, the full charge may apply.
Deep Cleans & End of Tenancy Cleans
- We require a minimum of 48 hours’ notice for cancellations or rescheduling.
- Cancellations made within 48 hours may result in loss of deposit or up to 50% of the booking cost.
- Same-day cancellations may be charged in full.
Emergencies & Exceptional Circumstances
We understand that emergencies, illness and unexpected situations can arise. In genuine circumstances, we will always aim to be fair, understanding and reasonable.
6. Access to Property
- Clients should ensure safe and suitable access to the property.
- If we are unable to gain access at the arranged time, charges may still apply.
7. Health & Safety
- We reserve the right to refuse or stop work if conditions are unsafe or unsuitable.
- Hazardous waste, infestations or dangerous environments may require specialist services.
8. Satisfaction & Communication
If you are unhappy with any aspect of our service, please contact us within 24 hours and we will aim to resolve concerns fairly and promptly.
9. Our Commitment
If we ever need to rearrange your appointment, we will provide as much notice as possible and work with you to offer a suitable alternative appointment.
Thank you for your understanding and continued support.
For any questions, please contact
hello@butterflyhomehelp.co.uk
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