Terms & Conditions

About these terms

These Terms and Conditions apply when you request, book or receive cleaning services from PropertyCareCo. “We”, “us” and “our” refer to PropertyCareCo. “You” and “your” refer to the customer requesting or receiving the service.

A contract is formed when we accept your booking and confirm the agreed service, date and price. Sending an enquiry or using the online estimate calculator does not by itself create a confirmed booking.

Our cleaning services

PropertyCareCo provides:

• Commercial Cleaning.
• Residential Cleaning, including regular weekly or fortnightly cleaning and Move In / Move Out cleaning.
• Airbnb & Booking.com Turnover Cleaning.

The exact work included in your service will be based on the description, checklist, estimate or booking confirmation provided to you.

Any work that is not included in the agreed service may require additional time and an additional charge. We will seek your approval before carrying out material extra work wherever reasonably possible.

Estimates and pricing

Prices generated by the website calculator are estimates based on the information entered. They are not a final quotation or guaranteed price unless we confirm this in writing.

The final price may depend on factors including:

• The size and condition of the property.
• The service type and cleaning frequency.
• The number of rooms or areas to be cleaned.
• Access, parking and location requirements.
• Special instructions or additional requested work.
• Information discovered when the property is inspected.

You must provide accurate and complete information when requesting an estimate. If the property or work differs materially from the information provided, we may revise the price or scope before continuing.

Bookings and service times

A requested date or time remains provisional until we confirm it. We will make reasonable efforts to attend at the agreed time, but arrival times may be affected by traffic, weather, access issues or earlier appointments.

If we need to change a confirmed appointment, we will contact you as soon as reasonably possible and offer an alternative arrangement.

Weekly or fortnightly cleaning continues according to the agreed schedule until it is changed or ended by you or PropertyCareCo.

Your responsibilities

You agree to:

• Provide correct property and contact information.
• Tell us about hazards, fragile items, damaged surfaces or areas requiring special treatment.
• Keep children, pets and other occupants reasonably clear of working areas.
• Secure cash, jewellery, documents and other valuable or irreplaceable items.
• Provide access to electricity, hot water and other facilities reasonably needed for the service.
• Obtain any permission required from an owner, landlord, tenant, building manager or other authorised person.

We may pause or refuse work where conditions are unsafe, unlawful or materially different from those described when the booking was made.

Property access, keys and security

You must ensure that we can enter the property at the agreed time. Access arrangements may include meeting someone at the property, use of a key, or use of an authorised key-safe or access code.

If we cannot gain access, the appointment may need to be cancelled or rearranged. A reasonable charge may apply where time or travel has already been incurred, provided this was explained as part of the booking arrangement.

Any keys, alarm details or access codes provided to us will be handled with reasonable care and used only for the agreed service.

Cancellations and rescheduling

Changing an appointment

Please tell us as soon as possible if you need to cancel or rearrange a cleaning appointment. Any cancellation charge or notice period that applies will be clearly communicated before the booking is confirmed.

Consumer cooling-off rights

If you are a consumer and arrange a service online or by telephone, you may have a legal right to cancel during a 14-day cooling-off period. The exact right depends on the circumstances and any applicable legal exception.

If you expressly ask us to begin the service during the cooling-off period and then cancel after work has begun, you may have to pay a reasonable amount for the service already supplied.

If the service is fully completed during the cooling-off period following your express request and acknowledgement, the legal cancellation right may end once the service has been fully performed.

Payment

The price, payment method and payment timing will be stated in your estimate, invoice or booking confirmation. Unless otherwise agreed, payment is due by the date shown on the invoice.

If an undisputed payment becomes overdue, we may contact you for payment and may pause future recurring services until the account is brought up to date.

If you believe an invoice is incorrect, please contact us promptly so that we can investigate it.

Service quality and concerns

We aim to provide cleaning services with reasonable care and skill. If you are dissatisfied with any part of a service, please contact us as soon as reasonably possible and explain the issue.

Where appropriate, please provide photographs and allow us a reasonable opportunity to inspect the issue. If the service did not meet the agreed standard, we will discuss an appropriate remedy, which may include returning to address the affected area or another remedy required by law.

This section does not affect your statutory consumer rights.

Damage, fragile items and existing defects

Please identify fragile, valuable, unstable or irreplaceable items before cleaning begins. You should also tell us about surfaces or fittings that require specialist products or treatment.

We are not responsible for deterioration caused by ordinary wear, pre-existing damage, insecure fittings, defective materials, or a customer’s failure to disclose relevant care instructions, except where the law provides otherwise.

If you believe we have caused damage, notify us promptly with reasonable details and supporting photographs so that we can investigate.

Our responsibility to you

We are responsible for foreseeable loss or damage caused by our failure to use reasonable care and skill or by our breach of the contract, subject to applicable law.

We are not responsible for loss or damage that was not a foreseeable result of our breach, or for delays and failures caused by circumstances outside our reasonable control.

If you use our services wholly or mainly for commercial purposes, we are not responsible for indirect business losses such as loss of profit, revenue, opportunity or anticipated savings, except where liability cannot lawfully be excluded.

Website and estimate calculator

We aim to keep the website available and accurate, but we do not guarantee uninterrupted access. Website content and calculator results provide general service information and may be updated from time to time.

Images are illustrative and do not guarantee an identical result for every property. Cleaning results depend on the property’s condition, materials, staining and other relevant circumstances.

Website text, branding, graphics and original design elements may not be copied or commercially reused without permission, except where permitted by law.

Personal information

We handle personal information in accordance with our Privacy Policy. It explains what information we collect, why we use it, who it may be shared with and your data protection rights.

Read our Privacy Policy .

Changes, applicable law and contact

Changes to these terms

We may update these terms to reflect changes to our services, business practices or legal obligations. The version applying to a confirmed booking will normally be the version provided or available when that booking was accepted, unless a change is required by law or agreed with you.

Applicable law

These terms are governed by the laws of Scotland. If you are a consumer, you retain any mandatory protections and right to bring proceedings available to you under applicable law.

Contacting us

If you have a question, complaint or cancellation request, contact PropertyCareCo using the website contact page or telephone number below.