Terms & Conditions

1. Bookings and Quotes

1. All prices displayed are "from" prices. The final price is confirmed before the appointment begins, based on the condition, size and accessibility of the item or area to be cleaned.
2. ClearLine Cleaning Group reserves the right to amend the quoted price if the condition of the item or property differs materially from what was described at the time of booking. You will be informed of any adjustment before work begins and may choose to proceed or cancel without charge at that point.
3. Receipt of a booking confirmation email does not constitute a confirmed appointment. Your booking is only locked in once two conditions have been met: (a) you have replied to the confirmation email confirming that you accept the invoice and the terms and conditions, and (b) your 50% deposit payment has been received and cleared into our account. Until both conditions are satisfied, your time slot is not guaranteed.

2. Deposit and Payment

2A. One-off bookings

Applies to regular, deep, end of tenancy, specialist and pay-as-you-go Airbnb changeovers.

1. A 50% deposit secures your booking; the balance is due on completion.
2. Both payments can be made by card via a secure payment link we email you, or by direct bank transfer using the account details we provide — one for the deposit when you book, one for the balance after the job. We do not automatically charge a saved card for one-off bookings; you confirm each payment yourself. We do not accept cash.
3. The balance is due within 24 hours of completion. Failure to pay within 24 hours of completion may result in a formal late payment notice being issued. We do not accept cash.
4. Your booking slot is not locked in until both your invoice acceptance reply and your 50% deposit payment have been received. ClearLine Cleaning Group will send you a second confirmation email once both conditions have been met, at which point your appointment is fully secured.
5. Work will not commence until the deposit has been received, confirmed and a lock-in confirmation has been issued.

2B. Memberships and recurring plans

Applies to home cleaning membership, Airbnb Host Plans and commercial Service Agreements.

1. Memberships and recurring plans are billed as a recurring monthly card payment, set up securely through our payment provider (Stripe).
2. By joining a plan, you authorise ClearLine Cleaning Group to charge your card automatically each month, in advance, for the agreed plan price.
3. Every membership begins with an initial deep clean (see clause 10). Your first payment is taken when the plan is confirmed.
4. You can update your card details at any time; you cannot self-cancel through the payment portal — to end a plan, see the cancellation terms in clause 10.

All prices quoted are inclusive of products, equipment and labour unless otherwise stated.

3. Cancellation Policy

1. You may cancel or reschedule your booking free of charge by giving at least 24 hours notice before your scheduled appointment time.
2. To cancel or reschedule, contact us by phone on 01224 600336 or by email at info@clearlineclean.co.uk. Cancellations are only accepted during office hours (Monday to Saturday, 8am to 5pm; Sunday, 12pm to 5pm).
3. If you cancel with less than 24 hours notice, or on the day of the appointment, 50% of the total quoted price is due as a cancellation fee. Where a deposit has been paid, this will be retained in full as the cancellation fee.
4. If you cancel with more than 24 hours notice, your deposit will be refunded within 3 to 5 working days to your original payment method, subject to clause 3.6.
5. ClearLine Cleaning Group reserves the right to cancel or reschedule an appointment in exceptional circumstances, including severe weather, staff illness or circumstances beyond our reasonable control. In such cases, you will be notified as soon as possible and offered an alternative date or a refund of any deposit paid (subject to clause 3.6).
6. Where a refund is due (for example, a booking cancelled with more than 24 hours' notice), the refund is issued to your original payment method, less the non-refundable payment processing fee charged by our payment provider. This fee is only what the provider retains from us on the transaction; ClearLine Cleaning Group does not add any separate administration charge.

4. Reporting an issue and putting things right

We want you to be happy with every clean. If something isn't right, here's how it works:

1. You have 72 hours (three days) from the completion of your clean to report any issue to us, by phone or email. This gives you time to check the work in daylight and everyday use.
2. If you report an issue within that 72-hour window, we will put it right at no extra charge. We will arrange to return and re-clean the affected area within 48 hours of your report, at a time that suits you where possible.
3. Reports made after the 72-hour window has passed fall outside this cover, as we cannot reasonably verify the condition of the area after that time or rule out everyday use, spills or other factors. Any clean requested after this point would be treated as a new booking.
4. Our put-it-right cover applies to the cleaning we carried out and the areas within the agreed scope of your booking. It does not cover pre-existing damage, wear, staining or issues outside the agreed scope, or areas we were unable to access or were asked not to clean.
5. For unoccupied or vacant properties, please note that fine dust and debris naturally resettle from the air onto surfaces in the days after any clean, particularly where a property is empty and unventilated. This natural resettlement is not a fault of our cleaning and falls outside our put-it-right cover.
6. This does not affect your statutory rights.

5. Access and Property Requirements

1. You must ensure that a responsible adult aged 18 or over is present at the property for the duration of the appointment, or that clear access arrangements have been agreed in advance.
2. If our team arrives at the agreed time and cannot gain access to the property, this will be treated as a same-day cancellation and the cancellation fee in clause 3.3 will apply.
3. You must ensure that adequate parking is available within a reasonable distance of the property. Any parking charges incurred by our team will be added to the final invoice.
4. Our team requires access to a working electricity supply and hot and cold running water at the property throughout the appointment.

6. Client Preparation — Service-Specific Requirements

To achieve the best possible results and to avoid delays or additional charges, please ensure the following preparation has been completed before our team arrives.

6.1 Oven Cleaning

• The oven must be switched off and completely cool before the appointment.
• Remove all food, trays and loose items from inside the oven, grill and hob.
• Clear the immediate surrounding area to give our technician adequate working space.
• If your extractor fan has a replaceable filter, please ensure a replacement is available if required.
• Oven cleaning involves professional-grade non-caustic cleaning agents. Please ensure adequate ventilation in the kitchen during the clean.

6.2 Carpet Cleaning

• All small furniture, personal belongings, toys and ornaments must be removed from the carpeted area before our technician arrives.
• Heavy furniture such as sofas, wardrobes and beds does not need to be moved unless you want the carpet beneath them cleaned — in which case these must be moved prior to our arrival. Our technicians will not move heavy furniture.
• Vacuum the carpet before the appointment where possible.
• Carpets will be damp after cleaning. Allow 2 to 12 hours drying time. Do not replace furniture on the carpet until it is completely dry.
• Do not walk on freshly cleaned carpets with outdoor shoes.
• Open windows and doors after the clean to assist drying.

6.3 Upholstery Cleaning

• Remove all cushions, throws, blankets and personal items from the sofa or chair before our technician arrives.
• Move the sofa or chair away from walls and nearby objects to allow full access to all sides.
• Inform us at the time of booking if your upholstery is leather, suede, velvet or any specialist fabric.
• Upholstery will be damp after cleaning. Allow 2 to 14 hours drying time before replacing cushions or throws.
• ClearLine Cleaning Group is not responsible for pre-existing damage, permanent staining, fading or wear that becomes more visible once cleaned.

6.4 Mattress Cleaning

• Strip the mattress of all bedding, pillows and mattress protectors before the appointment.
• Ensure clear access to all sides and the top surface of the mattress.
• The mattress will be damp after cleaning — allow 2 to 6 hours drying time before replacing bedding.
• Open windows in the room to assist with drying.
• Inform us at the time of booking if the mattress has any known staining, urine contamination or significant soiling.

6.5 Appliance Cleaning — Fridge and Fridge-Freezer

• The fridge or fridge-freezer must be switched off and fully defrosted at least 24 hours before the appointment.
• Remove all food, containers, bottles and drawers from the appliance before our technician arrives.
• Ensure the interior is accessible and that there is space to work around the appliance.

6.6 Kitchen Deep Clean

• All cupboards and drawers must be emptied before the appointment.
• Remove all items from worktops, including appliances, utensils, cookbooks and decorative items.
• Clear the area around the oven, fridge and any appliances being cleaned.
• Ensure the floor is clear of furniture, mats and obstructions.
• If the oven is included in the kitchen deep clean, the preparation requirements in clause 6.1 also apply.

7. Results and Limitations

1. ClearLine Cleaning Group will make every effort to achieve the best possible result for every service. However, results depend on the age, condition, material and previous care history of the item being cleaned.
2. We cannot guarantee the complete removal of old, permanent, set, dyed, bleached, ink, rust, oil-based, pet urine or heavily embedded stains from carpets, upholstery or mattresses. Where stain removal is unlikely to be successful, our technician will advise you before commencing work.
3. Wear, discolouration or damage that exists prior to cleaning may become more visible once the item has been cleaned. ClearLine Cleaning Group is not liable for pre-existing conditions of this nature.
4. We are not responsible for damage caused by the client placing furniture on a carpet or upholstered surface that has not yet dried fully after cleaning.
5. We are not responsible for any damage caused by the use of shop-bought or third-party cleaning products applied to carpets, upholstery or mattresses prior to our visit.
6. If a carpet is not properly fitted to the floor or walls, ClearLine Cleaning Group cannot take responsibility if it shifts following cleaning.

8. Liability and Insurance

1. ClearLine Cleaning Group carries full public liability insurance. In the event of damage caused directly by our team during the course of a service, please notify us in writing within 24 hours of the appointment.
2. All fragile, delicate or irreplaceable items must be removed from the area before our technicians arrive. We do not accept liability for any damage to items that should reasonably have been removed prior to the service.
3. We do not accept liability for any item, surface or appliance that was already in a damaged, fragile or deteriorated condition prior to our attendance.

9. Travel and Service Area

1. ClearLine Cleaning Group proudly serves Aberdeen and Aberdeenshire. Properties located outside our standard operating area may require a bespoke quotation and additional travel charges may apply.
2. For one-off cleaning services (including regular, end of tenancy and pay-as-you-go Airbnb changeovers), a modest travel charge may apply for properties further from Aberdeen — currently £0.35 per mile beyond our included distance. Where it applies, this is folded into your guide price.
3. For recurring plans (Airbnb Host Plans, home cleaning membership and commercial Service Agreements), travel within our operating area across Aberdeen and Aberdeenshire is included. Coverage for properties outside that area is confirmed when we set up your plan.

10. Plans — Airbnb Host Plans, home cleaning membership and Service Agreements

1. A plan is a recurring monthly arrangement covering the agreed number of visits or changeovers only. The plan price shown online is a guide, confirmed before the plan starts. Anything not in the agreed scope (for example linen, extra visits or specialist services) is charged separately.
2. Plans are billed monthly by recurring card payment as described in clause 2B. Payment is due in advance each month. Additional visits beyond the agreed number are charged at the plan rate.
3. Plans are rolling and monthly, with no fixed lock-in. Either party may pause or end a plan by giving 14 days' notice in writing to info@clearlineclean.co.uk. Cancellation within the first three months is subject to the initial deep clean terms below.
4. Initial deep clean and early cancellation. Every membership begins with an initial deep clean that brings your home up to the standard we then maintain.
   • On the Standing (monthly) plan, the initial deep clean is a separate one-time charge, paid before regular visits begin.
   • On the Signature (fortnightly) and Concierge (weekly) plans, the initial deep clean is included in your plan, and its value is collected across your first three months of payments.
   • If you cancel a Signature or Concierge plan within the first three months, the value of the initial deep clean is chargeable and non-refundable, and any outstanding portion becomes due on cancellation. After three months, no further amount for the initial deep clean is owed.
   This protects the cost of the deep clean already carried out on your behalf. It does not create a minimum term — you may still cancel at any time on the notice above; it only means the initial deep clean is paid for if you leave early.
5. Please give at least 24 hours' notice to move or skip a scheduled plan visit. A visit cancelled with less notice, or where access cannot be provided on the day, may be charged in full.
6. We may review plan rates from time to time and will give 30 days' notice of any change before it applies.
7. "Priority slots" means plan customers are scheduled ahead of one-off bookings, subject to availability and our capacity at the time.
8. Our cleaning is carried out by vetted, fully insured cleaners, and we may use approved subcontractors. We do not guarantee the same individual at every visit; we guarantee the ClearLine standard.
9. If you are not satisfied with a plan visit, the put-it-right cover in clause 4 applies. This covers re-cleaning; it is not an automatic refund.
10. Linen (Airbnb Host Plan only): Linen is an optional add-on, priced separately and never included in the plan price. Where you provide your own linen, you are responsible for holding enough sets for the rotation. Linen is laundered off-site by a partner; we take reasonable care but are not liable for normal wear or pre-existing damage.
11. Commercial cleaning may also be governed by a separate signed Service Agreement, which sits alongside these Terms.
12. The 50% booking deposit in clause 2A does not apply to rolling monthly plans. Billing for plans is as set out in clause 2B.

11. Photography

1. As part of every clean we take before-and-after photographs for quality control, our records and insurance purposes. These are kept securely and used only to deliver and evidence the service.
2. We will never use a photograph of your property in our marketing without your separate, explicit permission.

12. Governing Law

These terms and conditions are governed by the laws of Scotland. Any disputes arising from a booking with ClearLine Cleaning Group are subject to the jurisdiction of the Scottish courts.