Terms and Conditions

2. Our Services

We provide domestic and commercial cleaning services including, but not limited to:

• Regular domestic cleaning (weekly, fortnightly, monthly)
• Deep cleaning
• End-of-tenancy cleaning
• Move-in cleaning
• Post-construction cleaning
• Office and commercial cleaning

The scope of each service is as described on our website at the time of booking. We reserve the right to update service descriptions, and the version in effect at the time of your booking will apply.

3. Booking Process

A booking is made when you complete the booking form on our website and receive a written confirmation email from us. Until that confirmation is sent, no contract exists between us.

We reserve the right to decline or cancel any booking at our discretion, in which case we will provide a full refund of any payment made.

Availability shown on our website is indicative only and is subject to change. In the event that your preferred slot becomes unavailable after you have booked, we will contact you to arrange an alternative time.

4. Pricing

All prices are quoted in pounds sterling (GBP) and are inclusive of VAT where applicable. The price quoted at the time of booking is the price you will pay. We will not change the price after your booking is confirmed, except:

• Where you request additional services or a larger scope of work than originally booked
• Where our contractor arrives and finds the property to be in a significantly worse condition than described, making the job materially larger than quoted (in this case we will contact you to agree the additional cost before proceeding)

5. Payment Terms

Payment is taken at the time of booking via our secure payment processor (Stripe for card payments, or GoCardless for Direct Debit).

For recurring regular cleans set up on a Direct Debit mandate, payment will be collected automatically before each scheduled clean in accordance with the GoCardless Direct Debit scheme rules. You will be notified at least 3 working days in advance of each collection.

If a payment fails or is reversed, we reserve the right to suspend future bookings until the outstanding balance is cleared.

6. Cancellation Policy

We understand that plans change. Our cancellation policy is as follows:

Notice periods are calculated from the scheduled start time of your appointment. Cancellations must be made via your online account or by emailing us atviberprocleaning@gmail.com.

We reserve the right to cancel any booking at any time due to circumstances outside our control (including contractor illness or unavailability). In this case, you will receive a full refund and we will offer to reschedule at the earliest convenient time.

Rescheduling

You may reschedule a booking with more than 48 hours' notice at no charge. Rescheduling with less than 48 hours' notice is treated the same as a cancellation for refund purposes, though we will always endeavour to find a suitable alternative date.

7. Access and Property

You are responsible for ensuring that our contractor can access the property at the agreed time. If our contractor is unable to gain access and cannot reach you within 15 minutes of the appointment time, this will be treated as a late cancellation and no refund will be issued.

You must disclose any known hazards at the property (e.g. fragile items, pets, known allergens, or access restrictions) at the time of booking. Failure to do so may result in additional charges or the contractor declining to complete the service.

8. Liability

We take care in providing our services, but the following limitations apply:

• Insurance: We hold public liability insurance covering accidental damage up to £1,000,000 per claim. Details are available on request.
• Pre-existing damage: We are not liable for damage to items or surfaces that were already in a damaged, fragile, or deteriorated condition prior to our visit. If you have items of particular value or fragility, please inform us before the appointment so we can take appropriate care.
• Notification of damage: Any claim for damage caused during a clean must be reported to us in writing within 24 hours of the completion of the service. Claims reported after this time cannot be accepted.
• Indirect losses: We are not liable for any indirect or consequential losses, including loss of income, loss of enjoyment, or reputational damage.
• Maximum liability: Our total liability to you in connection with any booking shall not exceed the amount paid by you for that booking.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, fraud, or any other matter that cannot lawfully be excluded.

9. Contractor Relationship

Our cleaning services are carried out by self-employed contractors who provide their services through our platform. These contractors are not employees of Viber Pro Cleaningand are not engaged under a contract of employment.

Contractors are responsible for their own tax affairs and National Insurance contributions.Viber Pro Cleaning acts as an introducer and booking management platform.

Notwithstanding the above, we take responsibility for the quality and standards of the services delivered through our platform. If you are dissatisfied with the service provided, please refer to our complaint procedure below.

You must not attempt to hire or engage, directly or indirectly, any contractor introduced to you through our platform outside of our platform for a period of 12 months from your last booking with us. A fee of £500 + VAT applies for any breach of this clause.

10. Complaint Procedure

We aim to deliver an excellent service on every visit. If you are not completely satisfied, here is how to raise a complaint:

1. Contact us within 24 hours of the clean by emailingviberprocleaning@gmail.com or via your customer account. Please include photos where relevant.
2. We will acknowledge your complaint within 1 business day.
3. We will investigate and offer a resolution within 3 business days. Resolution may include a re-clean of the affected areas at no charge, or a partial or full refund at our discretion.
4. If you are not satisfied with our resolution, you may escalate the matter. We are committed to resolving all complaints fairly.

11. Website Use

You must not use our website for any unlawful purpose, or in a way that could damage, disable, or impair the website or interfere with other users. You must not attempt to gain unauthorised access to any part of the website or its underlying systems.

12. Intellectual Property

All content on this website, including text, images, logos, and software, is owned by or licensed to Viber Pro Cleaning. You may not reproduce, distribute, or create derivative works from any content without our prior written consent.

13. Changes to These Terms

We may update these terms from time to time. Changes will be posted on this page with an updated date. Continued use of our services after any changes constitutes your acceptance of the updated terms. For bookings already confirmed, the terms at the time of booking will apply.

14. Governing Law and Jurisdiction

These terms and conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes arising out of or in connection with these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Nothing in this clause affects your statutory rights as a consumer under UK law.

15. Contact

If you have any questions about these terms, please contact us at: