Terms of Service

1. About These Terms

These Terms of Service ("Terms") govern both the cleaning services provided by ShineByGrace ("I", "me", "my") and your use of the ShineByGrace online platform at shinebygrace.co.uk ("the Platform"). By booking a clean or creating an account, you agree to be bound by these Terms.

2. Booking & Pre-Clean Assessment

• A pre-clean assessment (home visit or photos of the areas to be cleaned) is requested before your booking is confirmed. This ensures the quote is fair, accurate, and that the right products, tools and time are allocated.
• When booking, please provide an honest and detailed description of your property — number of bedrooms, bathrooms, other rooms, and property type (house, flat, apartment). Photos of the property are very helpful.
• If a photo or home visit is not provided, the final price may be adjusted on arrival if the cleaning requirements differ significantly from the original description.
• If building work has been carried out, please let me know as this would be classed as a builders clean rather than a general or deep clean.

3. Deposits & Payment

• A deposit is required upon booking to secure your time slot. No clean will be booked or secured until the deposit has been received. Once payment is made, please provide your full address and contact number.
• All builders cleans and end-of-tenancy cleans require a 50% deposit to secure the date. If you cancel, the deposit is non-refundable.
• Full payment is due on the day of your clean, unless otherwise agreed.
• Accepted payment methods are cash or bank transfer. If paying cash, please leave the correct amount at the property as I do not carry change.
• I only accept cash or bank transfer — no other payment methods are available.
• Monthly cleans are priced separately due to the increased level of work, build-up and product usage.

4. Pricing

My pricing reflects the full cost of providing a quality service, including fuel and travel time, professional cleaning products and equipment, administration, and my skills and knowledge.

• Prices are non-refundable. I do not price-match against other cleaners.
• The final cost depends on the size of your home and your specific requirements — you agree the price before I start.

5. Cancellations & Rescheduling

• I require at least 48 hours' notice for any cancellations or reschedules.
• Cancellations with less than 48 hours' notice will be charged the full fee, unless agreed otherwise. Your cleaning slot is reserved for you and can be difficult to fill at short notice.
• No access to the property on the day of the clean will result in the full fee being charged.
• If cleans are continuously cancelled on a regular basis, I reserve the right to terminate the service with immediate effect.

6. Access to Property & Keys

• You are welcome to stay at home during your clean or head out — whichever you are most comfortable with.
• Access options include: key handover at a pre-agreed time, leaving a key in a secure pre-agreed location, or providing a spare key for recurring cleans.
• I can store keys by mutual agreement for future cleans.
• If I am unable to access the property at the agreed time, the full fee will still apply.

7. Parking

The property must have free, accessible parking. Any applicable parking fees (e.g. pay and display) must be paid by the client. Any parking permits should be made available on arrival.

8. Pets

• Please let me know in advance if there are any pets in the home.
• If your pet is uncomfortable around people or is likely to escape, please ensure they are secured in a safe area for the duration of the clean.

9. Tidying Before Cleaning

For regular cleans, please ensure that surfaces and floors are reasonably clear before the scheduled visit. ShineByGrace provides cleaning services only and does not include general tidying or organising unless agreed in advance.

10. Health, Safety & Existing Damage

• If you or any member of your household are unwell, please let me know as soon as possible. I also have vulnerable and elderly customers to consider.
• Please inform me of any broken or fragile fixtures (e.g. blinds, taps, cupboard doors, mirrors) or anything that could potentially fall and cause injury.
• I am not liable for further damage caused by pre-existing issues or items that are already unstable.
• Please do not ask me to climb on furniture to reach high spaces — I will decline due to the risk of injury.

11. Cleaning Products & Equipment

• I use high-quality, trusted cleaning products that are effective and safe for use in homes.
• If you have specific allergies or sensitivities, please let me know at the time of booking so I can accommodate your needs.
• If you would prefer that I use your own products or equipment, I am happy to do so — just let me know in advance.

12. Photos & Social Media

• By booking my services and agreeing to these Terms, you give permission for me to use photos and videos of my work in your home on my social media accounts for marketing and educational purposes.
• No personal information or identifiable belongings will be shown. All content is created and edited in my own time.
• Photos and videos may also be taken as a record in case any issues regarding damage or complaints arise.

13. Satisfaction & Complaints

• I take real pride in delivering high standards of cleaning.
• Refunds are not offered. However, if you are not satisfied, please contact me within 24 hours of your appointment and I will do my best to resolve the issue promptly.

14. User Accounts

• You are responsible for keeping your login credentials secure and for all activity under your account.
• You must provide accurate and up-to-date information when creating an account.
• You must notify us immediately if you suspect any unauthorised use of your account.
• Staff accounts are created and managed by authorised managers, directors, or administrators.
• Customer accounts are created via invitation or self-registration with a valid invite token.

15. Acceptable Use

You agree not to:

• Use the Platform for any unlawful purpose or in violation of any applicable laws
• Attempt to gain unauthorised access to other users' accounts or data
• Interfere with or disrupt the Platform or its infrastructure
• Upload malicious content, viruses, or harmful code
• Share customer personal information outside of the Platform without authorisation

16. Service Availability

I aim to keep the Platform available at all times but cannot guarantee uninterrupted access. The Platform may be temporarily unavailable due to maintenance, updates, or circumstances beyond my control. ShineByGrace is a small business and does not offer any uptime guarantee or service level agreement.

17. Intellectual Property

The Platform, including its design, features, and content (excluding user-submitted data), is owned by ShineByGrace. You may not copy, modify, distribute, or reverse-engineer any part of the Platform without my written permission.

18. User Content

You retain ownership of any content you upload to the Platform (such as photos). By uploading content, you grant me a licence to store, display, and use it as necessary to provide the service.

19. Limitation of Liability

To the fullest extent permitted by law, ShineByGrace shall not be liable for any indirect, incidental, special, or consequential damages arising from your use of the Platform or the cleaning services. My total liability for any claim arising from these Terms shall not exceed the amount you have paid me in the 12 months preceding the claim.

20. Termination

I may suspend or terminate your account at any time if you breach these Terms or for any other reasonable cause. You may request account deletion at any time by contacting me at [email protected]. Upon termination, your data will be handled in accordance with our Privacy Policy.

21. Changes to These Terms

I may update these Terms from time to time. Continued use of the Platform or my cleaning services after changes are posted constitutes acceptance of the revised Terms.

22. Governing Law

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

23. Contact

If you have any questions about these Terms, please contact me at [email protected].