Mind the Mess Ltd – Terms of Use & Service Policy​

1. Company Information

Mind the Mess Ltd is a cleaning service provider based in London, offering residential, office, and event cleaning services, including eco-friendly options.

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2. Eligibility and Registration

You must be at least 18 years old to use our services. When you book with us, you agree to provide accurate and complete information. Misrepresentation may result in suspension or termination of your booking.

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3. Use of Our Website

By using our website, you agree to:

• Provide accurate, current, and complete information during bookings.

• Use our website only for lawful purposes.

 

4. Booking Services

• Services can be booked online, by phone, or by email.

• Bookings are subject to availability and confirmation.

• Same-day bookings are subject to availability and confirmation​

• Please ensure access to your property on the agreed date and time.

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5. Service Limitations

• We do not handle hazardous materials (e.g., human waste, mold, asbestos).

• We reserve the right to refuse service if cleaners feel unsafe or the environment is unsuitable.

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6. Cancellations & Rescheduling

• Clients may cancel or reschedule appointments with at least 24 hours’ notice without charge.

• Cancellations made within 24 hours of the scheduled service may incur a cancellation fee of up to 50% of the total booking cost.

• We reserve the right to reschedule or cancel bookings due to unforeseen circumstances, in which case clients will be informed as soon as possible.

• No-shows or lockouts will be charged in full.

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7. Customer Responsibilities

• Customers are responsible for providing safe working conditions, safe and accessible entry to the property at the time of service.

• Inform us of any health or safety risks at the premises.

• ​Our team reserves the right to refuse service if safety or health risks are identified that were not disclosed in advance.

• Customers are responsible for supervising minors and vulnerable individuals during service visits.

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8. Our Responsibilities

• Provide trained and professional cleaning staff

• Ensure staff comply with relevant health and safety standards

• Respect customer privacy an d property at all times. 

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9. Payments

• All services must be paid for in full by the time the service is delivered, unless otherwise agreed in writing.

• We accept payments via debit card, bank transfer and online portal.

• We reserve the right to change prices at any time. Confirmed bookings will not be affected by any subsequent price changes.

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10. Staff Conduct and Safety

• Our cleaners are vetted and trained to provide high standards.

• Abuse or harassment of our staff will result in immediate termination of service and may be reported to authorities.

• Cleaners have the right to refuse work if they feel unsafe.

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11. Satisfaction Guarantee

• If you are not satisfied with any part of the service, please notify us within 24 hours so we can rectify the issue.

• We may offer a re-clean or partial refund at our discretion.

• Complaints submitted after 24 hours may not be eligible for compensation.

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12. Damage or Complaints

At Mind the Mess Ltd, we aim to deliver a high standard of service. However, if you are dissatisfied or if accidental damage occurs, we are committed to addressing your concerns promptly and fairly.

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 -Reporting Damage or Issues

• Any complaints or reports of damage must be submitted in writing to contact@mindthemess.co.uk within 24 hours of the service completion.

• Complaints submitted after this period may not be eligible for investigation or compensation.

• Please include your booking reference number, a detailed description of the issue, and supporting photographs or videos where possible.

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 -Investigation Process

• Upon receiving your complaint, we will acknowledge it within 48 hours and begin an internal investigation.

• We may contact you for further information or arrange a visit to assess the damage if necessary.

• We aim to resolve all complaints within 7 working days.

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 -Compensation or Re-clean

If we determine that the issue arose due to our cleaner's negligence:

• We may offer a free re-clean, partial refund, or compensation, depending on the circumstances and the extent of the issue or damage.

• Claims for damages are limited to the cost of the service or the actual cost of repair or replacement, whichever is lower.

• We do not cover:

  • Items not disclosed as fragile or valuable.

  • Pre-existing damage.

  • Damage resulting from unsafe, improper, or obstructed areas in the property.

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 -Insurance

Mind the Mess Ltd holds public liability insurance. Any damage claims must meet the criteria of our insurance provider to be valid. We may request receipts or proof of value for damaged items as part of the claims process.

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13. Liability

• We are not liable for pre-existing damages or conditions, and clients must notify us of any fragile or high-value items in advance.

• We are not liable for items not clearly identified as fragile or valuable.

• Mind the Mess Ltd is not liable for any indirect, incidental, or consequential damages arising from use of our services or website.

• Our total liability for any service failure shall not exceed the amount paid for that service.

• Clients must notify us of any issues or damages within 24 hours of service completion.

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14. Privacy

• We are committed to protecting your data in accordance with GDPR.

• Any personal information collected is used solely to provide our services and will not be shared without consent.​

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15. Termination

We may terminate or suspend access to our services at our discretion, particularly in cases of:

• Abuse of staff

• Repeated cancellations

• Fraudulent activity

We reserve the right to suspend or terminate access to our website or services for any breach of any of the Terms.

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16. Intellectual Property

All content on this website, including text, graphics, logos, and design, is the property of Mind the Mess Ltd and may not be copied, reproduced, or reused without our written permission.

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17. Use of Website

By using our website, you agree NOT to:

• Interfere with its functionality or security.

• Use our content for commercial purposes without consent.

• Post false or misleading information.

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18. Force Majeure

We are not liable for delays or failures caused by events beyond our control, including natural disasters, strikes, or technical failures.

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19. Third-Party Services

Our website may include links or integrations with third-party services. We are not responsible for their content, accuracy, or privacy practices.

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20. Changes to Terms

We may revise these Terms at any time. Changes will be posted on this page and will be effective upon posting. Your continued use of the site and services implies acceptance of any updates.

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21. Governing Law

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

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22. Contact Us

If you have any questions about these Terms, please contact us at:
Email: contact@mindthemess.co.uk

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