Terms and Conditions

Pin 2 Anchor Cleaning Services Ltd

These Terms and Conditions explain the terms under which Pin 2 Anchor Cleaning Services Ltd provides cleaning services. By making a booking, you agree to the applicable terms outlined below.

1. Quotes and Prices

Our instant quotes are based on the number of bedrooms and bathrooms, the selected service type, and any additional services you choose.

The quoted price is fixed for your booking and for the day of the clean. No additional charges will be added on the day unless agreed with you by telephone.

Our quotes are based on the information you provide when booking. If the property differs from the description provided, we will contact you to discuss a revised price. You can accept the revised price or cancel your booking free of charge.

Quotes are valid for 30 days.

We cover Birmingham, Walsall and Dudley. Urgent bookings are subject to an additional £30 fee.

2. Bookings

A booking is confirmed only when you receive written confirmation from us. A verbal conversation alone does not constitute a confirmed booking.

We reserve the right to decline or cancel bookings due to capacity limitations, safety concerns, or where the requested work falls outside our services.

We aim to arrive within 30 minutes of the agreed arrival time. If we are running late, we will contact you.

For recurring cleaning services, we will do our best to provide the same cleaner for each visit to maintain continuity.

3. Payments

Payment arrangements depend on the service booked.

End of tenancy, deep cleaning, Airbnb, post-construction and commercial cleaning

Payment details are taken at the time of booking. Your card details are securely saved and charged upon completion of the booking.

Regular house cleaning

Your first booking can be made without providing payment details. However, a Direct Debit mandate must be in place before your second visit. Payments for recurring cleans are then collected by Direct Debit within three working days of each booking.

We accept card payments and bank transfers. We do not accept cash, and our cleaners are not permitted to collect payments directly.

Invoices must be paid within seven days. A £25 administration charge plus statutory interest may apply to invoices that remain unpaid for more than 14 days. Bookings may be suspended until outstanding payments are settled.

We are VAT registered, and VAT is reflected in the total price payable.

4. Extras and Additional Services

Additional services can be selected during booking at our published prices. These may include:

• Oven cleaning

• Fridge and freezer cleaning

• Internal window cleaning

• Inside kitchen cupboards

• Carpet cleaning

• Ironing

• Balcony and patio cleaning

If you request an additional service on the day of your clean, your cleaner will submit a written request through us. The additional work must be approved and paid for before it begins.

The following services are not included in standard cleaning packages and must be quoted separately:

• Washing up

• Laundry

• Decluttering

• Rubbish removal

• Exterior window cleaning

• Mould remediation

• Bio-hazard cleaning

• Post-construction cleaning

5. Cancellations, Access and No-Shows

Cancellations made with more than 25 hours’ notice will not incur a cancellation charge.

For cancellations made with less than 24 hours’ notice, a charge of 50% of the booking price applies.

If our cleaner is unable to gain access to the property due to late access arrangements, the full booking price will be charged. We will carry out cleaning for the time remaining.

If the property is unsafe or unfit to clean, we may charge up to 100% of the booking price. Examples include a lack of water or electricity, hazardous conditions, or an unsecured animal.

If we cancel your booking, you will receive either a full refund or the option to reschedule free of charge.

You must arrange safe access to the property, whether through keys, a lockbox or someone being present. Access arrangements must be confirmed the day before the clean, not on the morning of the appointment.

Any keys held by us are coded and referenced without the property address. Keys will be returned upon request or when the booking ends.

6. End-of-Tenancy Cleaning

Our end-of-tenancy cleaning prices assume that the property is empty and has working water and electricity. If these conditions are not met, we may need to revise the quote or rearrange the booking.

Oven interior cleaning and internal window cleaning are included by default. These can each be removed from the service if they are not required.

Carpet and upholstery cleaning are separate services and are not included in the standard end-of-tenancy clean.

If your landlord or letting agent reports an issue within 72 hours of the clean, we will return to address the issue free of charge, provided the property has remained empty since our visit.

We cannot guarantee that your rental deposit will be returned, as this decision rests with your landlord or letting agent and may depend on other factors.

We cannot restore pre-existing damage or staining.

7. Our Guarantee and Complaints

Any issues with a cleaning visit must be reported within 24 hours of the service. For end-of-tenancy cleaning, the reporting period is 72 hours.

Please provide photographs showing the area of concern when reporting an issue.

For valid complaints, we will arrange a free re-clean, normally within 48 hours.

Before-and-after photographs are taken during every clean and retained for 90 days as a quality record. Copies can be shared with you upon request.

Complaints received after the applicable reporting period will still be considered, although it may be more difficult to establish the circumstances.

If a re-clean cannot resolve the issue, we will consider an appropriate partial or full refund.

8. What We Ask of You

Before our cleaner arrives, please secure cash, jewellery, medication and important documents. Our cleaners are instructed not to handle these items.

Please ensure that pets are secured and inform us about any fragile or irreplaceable belongings.

You must also tell us about any relevant conditions, including:

• Specialist surfaces such as marble, stone, granite or unsealed wood

• Product allergies

• Loose flooring

• Faulty electrical sockets

• Broken stairs

• Damp or mould

If there are rooms you do not want cleaned, you may lock them. No explanation is required.

9. Liability and Insurance

We hold public liability insurance.

Any accidental damage must be reported in writing within 24 hours, accompanied by photographs.

We are not liable for pre-existing damage or normal wear and tear, fittings that were already damaged or failing, undisclosed hazards, fragile or specialist items, or results arising from the use of cleaning products supplied by you.

Our liability for any individual claim is limited to the value of the cleaning service, unless our insurer settles the claim for a higher amount.

Nothing in these Terms and Conditions limits liability that cannot legally be limited, including liability for death or personal injury caused by negligence or for fraud. Your statutory rights remain unaffected.

10. Our Cleaners

All our cleaners are self-employed. Before accepting a job, they undergo identity checks, right-to-work verification, DBS checks and reference checks.

Our cleaners bring their own cleaning products and equipment. If you choose to supply your own products, our liability for the cleaning results may be void.

Engaging any of our cleaners directly outside Pin 2 Anchor is a breach of these Terms and Conditions. If you independently employ a cleaner introduced through us, you will not be covered by our insurance or cleaning guarantee.

11. Your Data and Privacy

We hold information necessary to manage your bookings and provide our services, including your contact details, property address, access notes, booking history and job photographs.

Job photographs are retained for 90 days as a quality record.

We do not sell your data or share it for marketing purposes. Your information is shared only with the cleaner attending your booking and our payment provider where necessary to deliver the service.

You may request access to or deletion of your personal data by email. We aim to respond within 30 days, subject to any information we are legally required to retain.

12. General Terms

These Terms and Conditions may be updated from time to time.

The version in force when you make your booking will apply to that booking. Recurring customers will be notified of material changes.

These Terms and Conditions are governed by the laws of England and Wales.

13. Contact Us

If you have any questions about these Terms and Conditions or our cleaning services, please contact us:

Pin 2 Anchor Cleaning Services Ltd

Phone: 07305370251

Email: info@pin2anchor.co.uk

Company Registration Number: 15769910

Registered in England and Wales.