Terms & Conditions

1. Introduction

Day Dream Cleaners (“we”, “us”, “our”) aim to provide clear and transparent terms for all customers. These Terms and Conditions apply to all cleaning services provided by Gemma Dyer trading as Day Dream Cleaners.

By accepting a quotation and making a booking by telephone, email, or via the website, the Customer agrees to be bound by these Terms and Conditions.

2. Definitions

2.1 In these Terms and Conditions:

Company / We / Us means Gemma Dyer (T/A Day Dream Cleaners).
Cleaner / Cleaning Operative means the individual providing cleaning services on behalf of the Company.
Customer means the individual or business to whom the Services are supplied.
Customer’s Address means the premises where the Services are to be carried out.
Service(s) means the cleaning services provided by the Company.
Cleaning Visit means a visit by a Cleaner to the Customer’s Address in order to carry out the Services.

2.2 Headings are for convenience only and do not affect interpretation.

3. Contract

3.1 These Terms and Conditions constitute a legally binding contract between the Company and the Customer.
3.2 Any booking of Services constitutes acceptance of these Terms and Conditions.
3.3 These Terms and Conditions take precedence over any terms proposed by the Customer unless agreed in writing by the Company.
3.4 No variation to these Terms shall be valid unless confirmed in writing by the Company.
3.5 Both parties agree to comply with all applicable laws, regulations, and codes of practice.

4. Prices and Quotations

4.1 Domestic cleaning services are charged at £24 per hour per Cleaner, with a minimum booking of three (3) hours.
4.2 Commercial cleaning services (including Airbnb) are charged at £27 per hour per Cleaner, with no minimum booking unless otherwise agreed.
4.3 Deep cleaning services are charged at £32 per hour per Cleaner, with a minimum booking of three (3) hours.
4.4 Builders’ cleans (including post-renovation or first clean of new kitchens or bathrooms) are charged at £34 per hour per Cleaner.
4.5 All quotations are based on the information provided by the Customer. The Company reserves the right to amend the quotation if the scope of work changes or if incorrect or incomplete information has been supplied.

5. VAT

5.1 All prices are exclusive of VAT. The Company is not currently VAT registered.

6. Equipment and Utilities

6.1 The Company will supply standard cleaning materials and equipment. Where the Customer requests the use of specific products, these must be supplied by the Customer at their own cost.
6.2 The Customer must provide access to hot and cold running water and electricity at the Customer’s Address.

7. Payment Terms

7.1 Payment is due immediately upon receipt of the invoice unless otherwise agreed in writing.
7.2 Payment must be made by bank transfer.
7.3 The Company reserves the right to charge statutory interest on overdue invoices at a rate of 8% per annum above the Bank of England base rate in accordance with the Late Payment of Commercial Debts (Interest) Act.
7.4 The Customer may not withhold, deduct, or set off any amount from invoices issued by the Company.
7.5 The Company reserves the right to suspend or terminate Services if payment remains outstanding for more than fourteen (14) days.

8. Cancellation and Rescheduling

8.1 Cancellations must be made in writing with at least seven 7 days’ notice prior to the scheduled Service.
8.2 Where less than seven 7 days’ notice is given, the Company reserves the right to charge a cancellation fee of 100% of the total booking value.
8.3 If access to the property cannot be gained on arrival through no fault of the Company, the full Service fee will be payable.
8.4 Rescheduling requests are subject to availability and must be made at least seven 7 days in advance. No rescheduling fee applies where sufficient notice is given.

9. Health and Safety

9.1 Contagious Illness

Clients must inform the Company in advance of any contagious illness present within the property prior to a scheduled Cleaning Visit.

If, upon arrival, the Company becomes aware of a contagious illness that has not been disclosed, the Company reserves the right to refuse to clean affected areas or, where necessary, to cancel or reschedule the Service in order to protect the health and safety of staff.

Where a Service is cancelled on the day due to non-disclosure of a contagious illness, a cancellation fee may be charged. However, if the appointment is rescheduled to a mutually agreed later date, no cancellation fee will apply.

Any refusal, suspension, cancellation, or rescheduling of Services in these circumstances shall not constitute a breach of contract.

9.2 Hazardous Materials

The Company does not provide cleaning services involving hazardous waste, biohazards, bodily fluids, sharps, pest infestations, or excessive mould unless expressly agreed in writing.

9.3 Right to Refuse or Terminate Services

The Company reserves the right to refuse or terminate Services immediately where working conditions are unsafe, unlawful, or abusive.

10. Keys and Property Security

10.1 Where keys are provided, the Company will take reasonable care but accepts no liability for loss or damage beyond the cost of key replacement.

11. Complaints

11.1 Complaints must be submitted in writing within forty-eight (48) hours of Service completion and should include a clear description and photographic evidence where applicable.
11.2 The Company will investigate all complaints and, where appropriate, offer repeat performance within a reasonable timeframe.
11.3 The Customer must allow the Company the opportunity to rectify any issues before engaging a third party.

12. Damage and Claims

12.1 Any damage or issues must be reported within twenty-four (24) hours of Service completion.
12.2 The Company will not be liable for pre-existing damage, wear and tear, or damage caused by faulty installations or unsuitable materials.
12.3 Where damage is caused by the Company’s negligence, liability will be limited to repair or replacement of the item at its current market value.

13. Refunds and Repeat Performance

13.1 Refunds will only be considered where:

the Service has been cancelled in accordance with these Terms; or
the Company has been unable to provide the Service due to circumstances within its control.

13.2 In accordance with the Consumer Rights Act 2015, where Services are not performed with reasonable care and skill, the Customer is entitled to request repeat performance or, where appropriate, a price reduction.

14. Insurance

14.1 The Company holds valid public liability insurance. Evidence of cover is available upon request.

15. Data Protection

15.1 The Company processes personal data in accordance with UK GDPR and the Data Protection Act 2018. Personal data is used solely for the purpose of providing Services, invoicing, and customer communication. Please also see our Privacy Policy.

16. Liability

16.1 Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence.
16.2 Subject to clause 16.1, the Company’s liability shall be limited to the value of the Service provided.
16.3 The Company shall not be liable for indirect or consequential losses.

17. Governing Law

17.1 These Terms and Conditions are governed by the laws of England and Wales, and the courts of England and Wales shall have exclusive jurisdiction.