Our Policies

Bookings can be made via our website quote form, phone, email, or AI assistant. All bookings are subject to availability and confirmation.

• Customers must provide accurate information regarding the property type, size, condition, and the services required. Providing inaccurate or misleading information may result in revised pricing, service refusal, or additional charges on the day.
• A booking confirmation will be sent via email or WhatsApp. Please check your confirmation carefully and notify us of any errors within 24 hours.
• We reserve the right to decline or cancel bookings where information provided is inaccurate, misleading, or where we deem the service unsafe to carry out.
• Water and electricity must be available and fully operational at the property during the service. Failure to provide these utilities may result in cancellation and a charge in line with our cancellation policy.
• Quoted prices are based on the information provided at the time of booking. If the actual property condition differs significantly, our team reserves the right to revise the quote before commencing work.

Accepted payment methods: Bank transfer, debit/credit card, cash, PayPal, Google Pay, and Apple Pay.

• Residential bookings: Payment is due on the day of the service unless otherwise agreed in writing.
• Deposits: For larger jobs or first-time bookings, a deposit of up to 25% may be required to secure the booking. Deposits are non-refundable in the event of same-day cancellation.
• Commercial clients: Invoices are issued following service completion and are payable within 14 days unless a different credit period has been agreed in writing.
• Late payments: Overdue invoices may incur a late payment fee in accordance with the Late Payment of Commercial Debts (Interest) Act 1998. We reserve the right to suspend services for accounts in arrears.
• VAT: Prices are quoted inclusive of VAT where applicable. A VAT invoice is available upon request.

• Customers may reschedule their appointment free of charge provided at least 48 hours' notice is given.
• Rescheduling requests with less than 48 hours' notice may incur an administration fee of up to 25% of the total booking value.
• All rescheduled appointments are subject to team availability and cannot be guaranteed for any specific date or time.
• Rescheduling requests should be submitted by phone, WhatsApp, or email.

All refund decisions remain at management discretion following a thorough and fair investigation.

• It is the customer's responsibility to ensure safe and unobstructed access to the property at the agreed time.
• If keys are to be collected or a lockbox code provided, please communicate these arrangements clearly before the appointment.
• In the event that our team cannot gain access to the property, a charge of up to 100% of the booking value may apply.
• Significant delays caused by inaccessible or unready properties may result in additional charges to cover team waiting time.
• Key handling is treated with the utmost care and discretion. We accept no liability for losses arising from customer-provided access codes or key arrangements.

Our end of tenancy cleaning service follows a comprehensive industry-standard checklist designed to meet letting agent and landlord requirements across Luton and Bedfordshire.

• Whilst we make every effort to achieve the highest standard of cleanliness, we cannot guarantee that landlords or letting agents will return deposits in full.
• Deposit decisions are made by landlords or agents based on factors beyond cleaning alone, including property damage, maintenance defects, missing items, and contractual obligations.
• Cleaning outcomes may be affected by the overall condition of the property, pre-existing damage, or landlord expectations that fall outside the scope of standard cleaning.
• A 24-hour revisit guarantee applies where issues are reported within the notification period as outlined in our Refund Policy.

• Drying times vary depending on carpet type, pile depth, ambient temperature, and ventilation. Typically, carpets should be avoided for 2–6 hours after hot water extraction.
• Whilst we use professional-grade equipment and solutions, stain removal cannot be guaranteed. Some stains (such as bleach damage, ink, paint, or long-set biological stains) may be permanent.
• Customers should disclose any delicate, antique, or specialist materials (e.g., silk, wool, or natural fibre rugs) prior to the service. Additional care or specialist treatment may be recommended.
• We accept no liability for pre-existing colour fading, shrinkage, or damage to carpets or upholstery that was not disclosed before the service commenced.

The health and safety of our team is paramount. We reserve the right to suspend or decline services where the working environment presents unacceptable risks.

• Customers must disclose any known hazards including biohazards, pest infestations, dangerous materials, asbestos, structural instability, or active construction works.
• Our team may refuse to carry out work in conditions deemed unsafe. In such cases, any deposit or applicable cancellation fee may still be retained.
• Where a hazardous environment is discovered on arrival, the service may be suspended pending risk assessment, and a revisit fee may apply.
• All our staff are trained in COSHH-compliant product usage, manual handling, and personal protective equipment (PPE) procedures.

• Any damage believed to be caused by our team must be reported to us within 24 hours of service completion. Damage reported outside this period will not be accepted as a liability claim.
• Sanctuary Serene Clean Ltd holds public liability insurance. All claims are investigated fairly and thoroughly before any liability is accepted.
• Our liability is limited to the value of the service provided, except where prohibited by applicable law.
• We are not responsible for damage caused by: pre-existing conditions, poor installations, normal wear and tear, or fragile items that were not disclosed to us in advance.
• We strongly recommend removing irreplaceable, high-value, or fragile items before our team arrives.

• Our team may take before-and-after photographs during service visits for internal quality assurance, training, and documentation purposes.
• Customer privacy is respected at all times. Images are never shared publicly, on social media, or with third parties without your explicit written permission.
• If you do not wish for photographs to be taken at your property, please notify us in writing before the service commences.

We aim to resolve all complaints promptly and fairly. Please follow the steps below:

1. 1

   Contact Customer Support

   Notify us of your concern within 24 hours of service completion via phone, WhatsApp, or email. Please provide your booking reference and a description of the issue.

2. 2

   Investigation

   We will acknowledge your complaint within 1 business day and commence a fair investigation. We may request photographs or additional information.

3. 3

   Resolution Proposal

   A resolution — which may include a re-clean, partial refund, or other appropriate remedy — will be proposed within 3 business days of acknowledgement.

4. 4

   Escalation

   If you remain unsatisfied with the resolution, you may request escalation to senior management. A final response will be provided within 5 business days.

Sanctuary Serene Clean Ltd is committed to protecting your personal data in compliance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

• We collect personal information (name, contact details, address, and service preferences) solely for the purpose of delivering our cleaning services and communicating with you about your booking.
• Your data is stored securely and is never sold to third parties. It may be shared with relevant team members solely to facilitate service delivery.
• You have the right to access, correct, or request deletion of your personal data at any time by contacting us directly.
• Marketing communications are sent only with your consent. You may opt out at any time.

• Commercial contracts are governed by a written service agreement confirming the scope, frequency, SLA commitments, and pricing. All commercial work is carried out in accordance with this agreement.
• Clients are responsible for providing safe and timely access to premises. Access failures may result in a missed visit charge.
• Risk assessments and method statements are available upon request and are reviewed regularly in line with health and safety legislation.
• Commercial invoice payment terms are 14 days from invoice date unless otherwise agreed in writing. Overdue invoices may incur statutory interest and debt recovery costs.
• Contracts may be terminated by either party with 30 days' written notice, or immediately in the event of a material breach. Monthly rolling contracts require one calendar month's notice.

• Promotional offers and discount codes cannot usually be combined with any other offer, promotion, or existing discount unless explicitly stated.
• We reserve the right to withdraw, amend, or expire any promotional offer at any time without prior notice.
• Referral rewards are issued once the referred customer has completed and paid for their first service. Referral credits are non-transferable and non-redeemable for cash.
• Discount codes are single-use and valid only for the services specified in the accompanying offer. Misuse of discount codes will result in cancellation of the discount.

Sanctuary Serene Clean Ltd shall not be liable for any failure or delay in the performance of our obligations where such failure or delay results from events beyond our reasonable control, including but not limited to:

• Severe weather conditions (storms, flooding, heavy snowfall, ice)
• Natural disasters or acts of God
• Government restrictions, lockdowns, or public health emergencies
• Transport disruptions or road closures
• Staff illness resulting in insufficient team availability

In such circumstances, we will notify you as promptly as possible, and our obligations will be postponed until the event has passed. No cancellation fee will be charged where a force majeure event prevents us from fulfilling your booking.

If you have any questions about these policies, or wish to discuss your booking before confirming, please do not hesitate to contact us. We are always happy to help.