PROGRACE CLEANERS BOOKING POLICY

To ensure a smooth, professional, and reliable service for all clients, please review the following booking terms and conditions.

CLEANING SERVICES

1. Booking Confirmation
All bookings must be made via our website, email, telephone, or other approved booking channels.
Bookings are not confirmed until accepted by Prograce Cleaners and a confirmation has been issued.
2. Cancellations and Rescheduling
We require a minimum of 48 hours' notice to cancel or reschedule an appointment.
Cancellation Charges
• 48 hours or more notice – No charge
• Less than 48 hours' notice – £30 cancellation fee
• Less than 24 hours' notice – 100% of the booking value
3. Access to Property
Clients are responsible for ensuring safe and timely access to the property at the agreed appointment time.
Failure to provide access may result in:
• A call-out fee
• Waiting time charges
• Full service charges where applicable
4. Payments
Payments may be made via:
• Debit Card
• Credit Card
• Bank Transfer
Payment is due on the day of service unless otherwise agreed in writing.
Commercial contract clients may be invoiced weekly or monthly by prior agreement.
5. Scope of Work and Price Variations
5.1 Booking Information
All prices, quotations, estimates, online booking costs, and service charges are based entirely upon the information provided by the Client at the time of booking.
5.2 Client Responsibility
Clients must provide accurate and complete information regarding:
• Property size
• Number of bedrooms and bathrooms
• Occupancy status
• Property condition
• Level of cleaning required
• Additional services required
• Whether the property is occupied, vacant, being prepared for sale, moving in, moving out, or being prepared for new occupants
5.3 Scope Changes
If, upon attendance, Prograce Cleaners determines that the actual condition of the property or scope of work differs materially from the information provided during booking, Prograce Cleaners reserves the right to:
(a) Reclassify the service to the appropriate cleaning category;
(b) Revise the booking price to reflect the actual scope of work required;
(c) Apply additional charges for additional labour, time, equipment, products, specialist cleaning requirements, or services carried out;
(d) Refuse, suspend, cancel, or reschedule the service until revised pricing has been agreed.
5.4 Inaccurate or Incomplete Information
Where a Client provides inaccurate, incomplete, misleading, or insufficient information, and additional work is required as a result, the Client agrees that reasonable additional charges may be applied to reflect the actual work undertaken.
5.5 Estimated Pricing
All booking prices should be treated as estimates based upon the information supplied by the Client.
Final charges may vary where the actual scope of work differs from that originally booked.
5.6 Incorrect Service Type
Where an incorrect service type has been booked, Prograce Cleaners reserves the right to reclassify the booking and charge the applicable rate for the service actually required and provided.
6. Service Guarantee
We strive for 100% customer satisfaction.
Any concerns regarding the service must be reported within 24 hours of service completion.
Where appropriate, a re-clean may be offered.
Refunds are issued solely at the discretion of Prograce Cleaners and will not be provided where a reasonable re-clean offer has been refused.
7. Regular Cleaning Commitment
Clients booking our Regular Cleaning Service agree to a minimum commitment of eight (8) consecutive appointments, scheduled at least twice per month.
Appointments may be rescheduled in accordance with this policy; however, the commitment to complete and pay for all eight appointments remains in place.

TRADES SERVICES

Including but not limited to:
• Plumbing
• Electrical Works
• Handyman Services
• Painting & Decorating
• Carpentry
• Gardening
• Property Maintenance
• Appliance Repairs
• Pest Control
1. Booking Confirmation
All bookings must be confirmed via our website, email, or telephone.
2. Cancellations and Rescheduling
Cancellation Charges
• 48 hours or more notice – No charge
• Less than 48 hours' notice – £50 cancellation fee
• Less than 24 hours' notice – 100% of the booking value
3. Access to Property
Clients must provide safe and timely access to the property.
Failure to provide access may result in a call-out fee or full service charge.
4. Payments
Payment is due on the day of service unless otherwise agreed in writing.
5. Scope of Work and Price Variations
All quotations are based on the information provided by the Client.
Where additional work, materials, labour, specialist equipment, repairs, or unforeseen issues are discovered upon attendance, Prograce Cleaners reserves the right to revise quotations and charge accordingly.
No additional work will be carried out without client approval where reasonably practicable.
6. Service Guarantee
Any concerns must be reported within 24 hours of service completion.

AIRBNB TURNOVER SERVICES

All Airbnb turnover bookings must be confirmed through Prograce Cleaners before services commence.
2. Cancellations and Rescheduling
Cancellation Charges
• 48 hours or more notice – No charge
• Less than 48 hours' notice – £50 cancellation fee
• Less than 24 hours' notice – 100% of the booking value
3. Access to Property
The Client is responsible for ensuring access is available at the agreed service time.
Additional charges may apply where access is delayed or unavailable.
4. Payments
Payment is due on the day of service unless otherwise agreed in writing.
Contract clients may be invoiced weekly.
5. Scope of Work and Price Variations
All Airbnb turnover pricing is based on the property details, occupancy levels, guest numbers, and service requirements disclosed by the Client.
Where the actual scope of work exceeds that reasonably anticipated from the information provided, Prograce Cleaners reserves the right to revise pricing and apply additional charges accordingly.
6. Linen and Bedding
6.1 Ownership
Where Prograce Cleaners provides bed linen, duvet covers, pillowcases, towels, bath mats, tea towels, or any other laundry items, all such items remain the property of Prograce Cleaners unless otherwise agreed in writing.
6.2 Return Condition
Upon termination, cancellation, or completion of the contract, all supplied linen and laundry items must be returned in a clean, freshly laundered, reusable condition comparable to that in which they were originally supplied.
6.3 Replacement Costs
The Client shall be responsible for the replacement cost of any linen or laundry items that are:
• Stained
• Excessively soiled
• Damaged
• Lost
• Missing
• Otherwise unsuitable for immediate reuse
6.4 Inspection Rights
Prograce Cleaners reserves the right to inspect all returned linen and laundry items and determine whether cleaning, repair, or replacement is required.
6.5 Additional Charges
Any costs incurred for cleaning, repair, replacement, or restoration of supplied linen and laundry items shall be invoiced to the Client and shall be payable under the Company's standard payment terms.

CONTACT US
Prograce Cleaners & Property Maintenance Service
📞 Telephone: 0203 576 1727
📧 Email: contact@progracecleaners.com
🌐 Website: www.progracecleaners.com