Terms and Conditions

Oasis International Cleaning Services Ltd ("we", "our", "us") provides professional cleaning services across London, including residential, commercial, deep cleaning, end of tenancy, and specialist cleaning.

1.1 Service Scope: Services are provided as described in your quote or service agreement. We reserve the right to refuse or modify services if safety concerns, access issues, or other factors make it impractical to proceed as originally planned.

1.2 Service Standards: We undertake to provide services with reasonable skill and care, using appropriate equipment and eco-friendly products. All staff are vetted, trained, and insured.

1.3 Variations: If you require additional services beyond the agreed scope, additional charges will apply. We'll discuss and agree these with you before proceeding.

2.1 Booking Confirmation: Bookings are confirmed once you accept our quote and we acknowledge receipt. For regular services, confirmation covers the agreed schedule until either party provides notice to terminate.

2.2 Cancellation by Client:

• More than 48 hours' notice: No charge
• 24-48 hours' notice: 50% of service fee
• Less than 24 hours' notice: Full service fee
• Regular clients: First cancellation per year is free with 24 hours' notice

2.3 Cancellation by Us: We may cancel or reschedule if staff illness, emergencies, or unforeseen circumstances prevent us from attending. We'll provide as much notice as possible and arrange an alternative date at no extra charge.

2.4 Rescheduling: You may reschedule appointments with at least 48 hours' notice without charge. Late rescheduling requests are subject to the cancellation fees above.

3.1 Pricing: Prices are quoted in GBP and are valid for 30 days from the quote date unless otherwise stated. Prices may be reviewed annually for regular contracts, with at least 30 days' notice.

3.2 Payment Methods: We accept bank transfer, debit/credit cards, and cash. Payment is due upon completion of service for one-off jobs, or monthly in arrears for regular contracts.

3.3 Late Payment: Invoices are due within 7 days of issue. Late payments may incur interest at 3% above Bank of England base rate and may result in suspension of services until the account is settled.

3.4 Deposits: For large or specialist jobs, we may require a deposit (typically 25-50%) to secure your booking. Deposits are non-refundable if you cancel with less than 48 hours' notice.

4.1 Property Access: You must provide safe, legal access to the property at the agreed time. This may include keys, access codes, or being present. If access is not provided, the visit will be treated as a late cancellation.

4.2 Security: We take property security seriously. Keys and access codes are stored securely and only used by assigned, vetted staff. We log all access for your peace of mind.

4.3 Utilities: You must ensure water, electricity, and heating (where needed) are available and functioning. If utilities are unavailable, we may need to reschedule.

4.4 Pets: Please inform us of any pets. For safety reasons, we may require pets to be secured in a separate room during cleaning.

5.1 Insurance Cover: We maintain comprehensive public liability insurance and employer's liability insurance. Our staff are trained to work safely and minimise risks.

5.2 Damage Claims: If we damage your property during cleaning, we'll repair or replace the item at our cost, subject to our insurance policy limits. You must report damage within 24 hours of the service.

5.3 Pre-existing Damage: We're not liable for damage to items that were already fragile, damaged, or improperly maintained. We recommend informing us of any delicate or valuable items before we commence.

5.4 Limitations: Our liability is limited to direct damages and capped at the value of the service fee or £1,000, whichever is greater, except where prohibited by law (e.g., personal injury, fraud).

5.5 Exclusions: We're not liable for:

• Damage caused by following your specific instructions
• Loss or damage to cash, jewellery, or other valuables left unsecured
• Damage arising from hidden defects in surfaces or materials
• Consequential losses (e.g., loss of business, inconvenience)

6.1 Satisfaction Guarantee: If you're not satisfied with our cleaning, contact us within 24 hours. We'll return to re-clean the affected area at no additional cost.

6.2 Complaints Procedure:

1. Contact us by phone or email as soon as possible, ideally within 24 hours
2. Provide specific details of the issue and, if possible, photographs
3. We'll acknowledge your complaint within 2 working days and investigate
4. We aim to resolve complaints within 7 working days
5. If you remain unsatisfied, we'll escalate to a senior manager

6.3 Right to Remedy: Our satisfaction guarantee is your primary remedy. We're not obliged to provide refunds for completed services, though we may offer partial refunds or credits in exceptional circumstances at our discretion.

7.1 Entire Agreement: These terms, together with your quote or service agreement, constitute the entire agreement between you and us. Any verbal statements or previous terms are superseded.

7.2 Amendments: We may update these terms from time to time. Changes will be posted on our website and take effect 30 days after posting for existing clients. Continued use of our services constitutes acceptance.

7.3 Severability: If any provision of these terms is found to be unenforceable, the remaining provisions remain in full effect.

7.4 Governing Law: These terms are governed by English law. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

7.5 Assignment: You may not transfer your rights or obligations under these terms without our written consent. We may assign our rights and obligations to another entity with notice to you.

For questions about these terms and conditions, please contact us:

Oasis International Cleaning Services Ltd
Email: [email protected]
Phone: 020 3750 8878
Address: London, United Kingdom

Company registered in England and Wales.