iPolish Terms & Conditions

1. Definitions

“Company” – iPolish and its representatives, employees, and independent contractors.
“Client” – The person or organisation booking services.
“Service” – The cleaning or maintenance services agreed upon at the time of booking.
“Regular Service” – Ongoing weekly, fortnightly, or monthly cleans completed within specific timeframes.
“One-Off Service” – Any single clean, End of Tenancy clean, or a service falling outside the regular schedule intervals.

2. Booking & Access

2.1. Confirmation

All bookings are confirmed via message, email, or phone. By booking a service, the Client agrees to these Terms & Conditions.

2.2. Access to Property

The Client must ensure safe access to the property at the scheduled time.

Lock-Out Policy: If the team cannot access the property (e.g., no key, wrong key safe code, faulty lock), the full cost of the booked Service will be charged.
Keys: Keys held by the Company are stored securely and coded without identifiable addresses.

2.3. Minimum Booking Duration

Regular Service: Minimum 2 hours.
One-Off Service: Minimum 3 hours.

3. Service Classifications & Reliability

3.1. Regular Service Intervals

To qualify for the discounted "Regular" rate, cleans must occur strictly within these intervals:

Weekly: Every 7 days (max interval 14 days).
Fortnightly: Every 14 days (max interval 21 days).
Monthly: Every 4 weeks (max interval 5 weeks).

3.2. Reclassification

If a Regular Client skips a clean and exceeds the maximum intervals above, the next appointment will be automatically reclassified as a One-Off Service and charged at the current One-Off hourly rate.

3.3. End of Tenancy / Deep Cleans

For End of Tenancy cleans, the property must be entirely clear of personal belongings and tenants. The Company reserves the right to abandon the clean (with full charge applied) if movers or tenants are obstructing the work.

4. Payments

4.1. Timing

Payment is due strictly on the day of the clean, no later than 8:00 PM.

4.2. Methods

Bank Transfer (BACS)
Cash (paid directly to the cleaner upon completion)

4.3. Late Payments

Failure to pay by the deadline may result in a late fee, suspension of future services, or/and permanent termination of the agreement.

5. Cancellations & Rescheduling

5.1. Client Cancellation Policy

We require adequate notice to fill your appointment slot.

Less than 48 hours’ notice: Charged at 50% of the full Service Fee.
Same-day cancellation (or less than 24 hours): Charged at 100% of the full Service Fee.
Arrival Inability: If the cleaner arrives and cannot enter (as per clause 2.2), this is treated as a Same-Day Cancellation (100% fee).

5.2. Company Cancellation

If iPolish must cancel an appointment due to emergency or staff illness, we will attempt to reschedule as soon as possible. No compensation is offered for Company cancellations beyond the rescheduling of the service.

6. Quality Assurance & Complaints

6.1. Reporting Issues

If you are dissatisfied with any aspect of the clean, you must report it within 24 hours of the service completion. Reports must be sent via email to info@ipolish.co.uk and should include photos of the missed or unsatisfactory areas.

6.2. Rectification (The "Re-Clean" Guarantee)

iPolish does not offer monetary refunds once a service has been completed. Instead, if a complaint is deemed valid and reported within 24 hours, we will arrange a return visit to re-clean the specific disputed areas free of charge.

6.3. Inspections

The Client is permitted to inspect the work immediately upon completion while the cleaner is present. Once the cleaner leaves, the service is deemed accepted unless a report is filed per clause 6.1.

7. Service Limitations & Safety (Exclusions)

To protect the health and safety of our staff, the following tasks are strictly excluded from our services:

Heavy Lifting: Cleaners are not permitted to move heavy furniture (sofas, wardrobes, white goods, etc.).
Heights: Cleaners will not perform tasks requiring more than a 3-step ladder.
Biohazards: We do not clean animal or human waste (feces, vomit, blood) or hazardous mould unless a specific Specialist Clearance Service has been booked.
Hand-Washing: We do not hand-wash clothing or linens.
Unsafe Conditions: If a property is deemed hazardous (e.g., exposed wiring, aggressive pets, structural danger), the cleaner will vacate immediately, and the full fee will remain payable.

8. Liability & Insurance

8.1. Insurance Coverage

The Company holds public liability insurance.

8.2. Excess Payment

In the event of a successful insurance claim for damage caused by the Company, the Client is responsible for paying the policy excess of £250.00.

8.3. Damage Reporting

Accidental damage must be reported to iPolish within 24 hours of the service. The Client must provide all relevant information and photographic evidence.

8.4. Exclusions from Liability

The Company is not liable for:

Existing damage or wear-and-tear.
Damage resulting from faulty installation of fixtures (e.g., loose taps, unanchored shelves).
Damage caused by bleach or other harsh chemicals if the Client specifically requested their use or provided them against our advice.
Loss of keys, unless directly attributable to Company negligence.

9. Taking pictures and videos

Unless the Client explicitly withdraws permission in writing, our Cleaners and staff are allowed to take pictures or videos of the property as a proof of performance. No person shall be in any of the pictures or videos.

10. Non-Solicitation of Staff (Anti-Poaching)

The Client agrees that they will not, directly or indirectly, hire, employ, or engage any current or former employee or contractor of iPolish for any cleaning or home-care services.

Duration: This restriction applies during the service agreement and for 12 months after the termination of services.
Breach: Any breach of this clause will result in immediate termination of services. The Company reserves the right to pursue legal action to recover lost revenue and recruitment costs associated with the poached staff member.

11. Termination of Agreement

11.1. Client Termination Regular Service clients must provide 4 weeks’ notice to terminate their ongoing agreement.

11.2. Company Termination iPolish reserves the right to terminate services immediately (without notice) if:

Payments are repeatedly late or failed.
The Client is abusive, aggressive, or inappropriate towards staff.
The property environment is deemed unsafe or contrary to Health & Safety regulations.
The Client repeatedly attempts to bypass the regular cleaning schedule (as per clause 3.2).

12. Pricing

iPolish reserves the right to adjust pricing to reflect economic factors or operational costs. Existing clients will be notified in writing at least 30 days in advance of any price increase taking effect.

13. Intellectual Property

The "iPolish" name, logo, brand assets, and all content on the Company website and social media are the exclusive property of iPolish. Unauthorised use, reproduction, or distribution of these materials without written permission is strictly prohibited.

14. Governing Law

This agreement is governed by the laws of England and Wales. Both parties submit to the exclusive jurisdiction of the Courts of England and Wales.