Customer Agreement – Full Terms & Conditions

The following section sets out the full terms and conditions of the service agreement between Dazzlers Cleaning Services Limited and The Customer.

Cleaning Time Allocation

Cleaning services are provided on a scheduled cleaning day with a pre-allocated cleaning time agreed at the start of service. Customers are purchasing the time of Dazzlers cleaning staff rather than a guaranteed arrival appointment time.

Dazzlers will normally notify the Customer of the approximate time slot for each cleaning visit the day before the scheduled clean.

While we aim to maintain the agreed cleaning day wherever possible, Dazzlers may occasionally need to adjust the day or timing of a clean due to operational requirements such as staff availability, sickness, holidays, or schedule changes. Where this occurs, reasonable notice will be provided.

During each visit, Dazzlers staff will complete as many cleaning tasks as reasonably possible within the allocated time.

While Dazzlers staff always aim to deliver a high standard of cleaning, the amount of work completed during each visit may vary depending on factors such as:

• the condition of the property
• the level of clutter
• additional requests made during the visit
• access to areas to be cleaned

For this reason, Dazzlers Cleaning Services Limited cannot guarantee that every cleaning task will be completed during each cleaning visit.

Dazzlers staff will normally prioritise key areas such as kitchens and bathrooms unless otherwise instructed.

If additional work is required beyond the allocated time, extra cleaning time may be arranged subject to availability and charged at the standard hourly rate.

What is Included in a Standard Clean

Typical tasks include:

• Dusting surfaces and woodwork
• Vacuuming carpets and rugs
• Mopping hard floors
• Cleaning bathrooms and toilets
• Cleaning kitchens and utility areas
• Emptying household bins (excluding kitchen bins)
• Cleaning interior windows
• Interior cobweb removal

The following services are not included unless arranged separately:

• Oven cleaning
• Carpet or upholstery cleaning
• External window cleaning
  
  

Property Access

The Customer must ensure that access to the property is available at the scheduled cleaning time.

Where keys or alarm codes are provided, these will be handled securely and coded where possible.

Keys, Alarms & Access

Where keys, alarm codes, or access details are provided, Dazzlers will take reasonable care to ensure they are handled securely.

The Customer is responsible for ensuring that:

• keys provided operate correctly
• alarm instructions are accurate
• access arrangements are clear

Dazzlers cannot accept responsibility for locksmith or alarm call‑out charges arising from incorrect access information.

Access Failure & Lockout

The Customer is responsible for ensuring that access to the property is available at the scheduled cleaning time and that any keys, alarm codes or entry instructions provided are correct.

If Dazzlers staff are unable to gain access to the property, or are delayed due to access issues outside the control of Dazzlers, the cleaning visit may be shortened or treated as a late cancellation, and the full charge for the scheduled clean may still apply.

Where staff are required to wait for access, the waiting time may be deducted from the allocated cleaning time.

Dazzlers Cleaning Services Limited cannot guarantee that the full cleaning time will be available where access delays occur.

Health & Safety

The Customer must ensure the property is safe for our staff to work in. This includes informing Dazzlers of any known hazards that may present a risk to staff, such as loose flooring, faulty equipment, or other safety concerns.

Customers are responsible for ensuring that pets are suitably secured or controlled during the cleaning visit where necessary. While many of our staff are comfortable working around animals, Dazzlers cannot accept responsibility for pets that may interfere with the cleaning process or present a risk to staff.

For the comfort and safety of our staff, smoking or vaping inside the property is not permitted while our team are carrying out cleaning services.

Unsafe Conditions & Right to Withdraw

Dazzlers Cleaning Services Limited is committed to providing a safe working environment for its employees.

Dazzlers staff reserve the right to leave or refuse to carry out cleaning duties if they reasonably believe that the working environment is unsafe or if they experience inappropriate, abusive or threatening behaviour.

Where this occurs, the cleaning visit may be terminated and the full charge for the scheduled clean may still apply.

Dazzlers Cleaning Services Limited also reserves the right to suspend or terminate services where working conditions are considered unsuitable for staff.

Payment Terms

The Customer is invoiced monthly in arrears for all cleans completed during that month.

Invoices are normally issued around the 28th of each month.

Payment methods:

• Direct Debit
• BACS transfer
• Debit/Credit Card

Direct Debit payments will normally be collected 7 days after invoice date.

Where payment is made by BACS or card, the Customer must ensure payment is made promptly and no later than 7 days from the invoice date.

Reserved Cleaning Appointment

Regular cleaning appointments reserve a dedicated time slot within Dazzlers schedule.

For this reason, sufficient notice is required if a clean needs to be skipped or cancelled.

Cancelling a Clean

Regular cleaning appointments reserve a dedicated time slot within Dazzlers schedule which is not normally offered to other Customers at short notice.

For this reason, cleans must be cancelled by 12:00pm at least two working days before the scheduled clean, otherwise a cancellation charge may apply.

Cancellation charges:

• 24–48 hours notice — 50% charge 
• Less than 24 hours — full charge

Cleans can be skipped online via: www.dazzlerscs.co.uk/skip-a-clean/

Repeated Cancellations

Regular cleaning appointments reserve a dedicated time slot within Dazzlers staff schedule. While occasional cancellations are understood, frequent cancellations or skipped cleans may affect Dazzlers ability to provide a reliable service.

Where this occurs, Dazzlers Cleaning Services Limited reserves the right to review, reschedule or terminate the regular cleaning arrangement.

Where possible, Dazzlers will aim to discuss the situation with the customer before making changes to the service.

Feedback, Complaints & Damage Reporting

If you are dissatisfied with any aspect of the clean, please notify us as soon as possible.

All complaints or damage reports must be submitted within 24 hours of the clean.

The preferred method is via Dazzlers feedback form: www.dazzlerscs.co.uk/feedback/

Where possible please include photographs and a brief description of the issue.

Re‑Clean Policy

If a genuine issue is identified, Dazzlers will normally offer the opportunity to re‑clean the affected area.

Refunds will not normally be issued where a reasonable opportunity to rectify the issue has not been provided.

Cleaning standards can be subjective and minor variations in expectations do not necessarily constitute a service failure.

Fair Resolution of Concerns

Dazzlers Cleaning Services Limited aims to provide a reliable and professional service at all times. If any concerns arise in relation to the cleaning service, both parties agree to raise the matter promptly and work together in good faith to resolve the issue in a fair and reasonable manner.

Where appropriate, Dazzlers may offer a re-clean of the affected area or another reasonable resolution, in accordance with the complaints procedure set out in this agreement.

Limitation of Liability

Dazzlers Cleaning Services Limited will take all reasonable care while carrying out cleaning services.

However, to the fullest extent permitted by law, the maximum liability of Dazzlers Cleaning Services Limited for any claim, loss or damage arising from the provision of cleaning services shall not exceed £500 in total per incident, regardless of the number of items involved or the value of the property.

The Customer is responsible for informing Dazzlers in advance of any fragile, delicate, valuable or specialist items that require particular care or should not be cleaned.

Dazzlers Cleaning Services Limited cannot accept responsibility for damage to items that are:

• fragile or unstable
• improperly secured or mounted
• already damaged or worn
• not suitable for normal cleaning methods

Nothing in this agreement shall limit or exclude liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under applicable law.

Pre-Existing Condition & Wear and Tear

Cleaning services involve the use of normal cleaning products and equipment on household surfaces and fittings.

Dazzlers Cleaning Services Limited cannot be held responsible for damage that occurs as a result of pre-existing wear and tear, deterioration, faulty installation, or materials that are not suitable for normal cleaning processes.

This may include, but is not limited to:

• worn, delicate or poorly sealed surfaces
• loose fittings or fixtures
• aged paintwork or varnish
• deteriorating grout, sealant or silicone
• previously scratched or marked flooring or surfaces

The Customer is responsible for notifying Dazzlers of any areas, materials or items that require special care or should not be cleaned.

Staff Interaction

All cleaning staff remain employees of Dazzlers Cleaning Services Limited.

The Customer must not request additional services directly from staff outside arrangements made through Dazzlers office.

Staff Introduction & Non‑Solicitation

Staff are introduced to the property solely for the purpose of providing services on behalf of Dazzlers Cleaning Services Limited.

The Customer agrees not to employ or engage any Dazzlers staff member privately during the term of service or for 12 months following the final clean.

This restriction applies whether the engagement is arranged directly with the customer or indirectly through another person, business or organisation.

If a customer wishes to employ a member of Dazzlers staff directly, a staff transfer fee of £2,500 + VAT (where applicable) will be payable to Dazzlers Cleaning Services Limited.

The transfer fee represents a contribution towards recruitment, training, administration and business costs incurred in employing and introducing the member of staff.

Annual Price Review

Dazzlers Cleaning Services Limited reviews its service pricing periodically to reflect increases in operating costs including wages, National Insurance, pension contributions, insurance, fuel and other business expenses.

Cleaning rates may therefore be reviewed periodically, typically on an annual basis.

Where a price adjustment is required, the Customer will be given reasonable notice before the revised rate takes effect.

Agreement Acceptance

Where a customer accepts a quotation and requests services, they will be deemed to have accepted the terms of this agreement whether or not a signed copy has been returned.

Electronic Acceptance & Confirmation

Where this agreement is completed or accepted via an online or digital form, the customer acknowledges that submission of the form constitutes acceptance of the terms of this agreement.

Following submission, a confirmation email may be sent to the customer confirming the details of the service arrangement. This confirmation email forms part of the agreement between the customer and Dazzlers Cleaning Services Limited.

Electronic acceptance of this agreement shall be considered legally binding and equivalent to a handwritten signature.

The Customer is responsible for ensuring that the email address provided is correct and for reviewing the information contained within the confirmation email.



End of Agreement.