Terms & Conditions

These Terms and Conditions govern the provision of domestic cleaning services by MiraBelles Cleaning ("we", "us", "our") to clients ("you", "your") in Torbay and South Devon. By booking our services, you agree to these terms.

1. Our Services

MiraBelles Cleaning provides domestic cleaning services including regular cleaning, one-off deep cleaning, end of tenancy cleaning, holiday let cleaning, and specialist hoarding cleaning. The scope of each visit will be agreed with you at the time of booking or in the initial quote.

We reserve the right to decline any booking at our discretion, for example where health and safety concerns exist at the property.

What is included

Unless otherwise agreed in writing, our standard cleaning visits include vacuuming and mopping floors, dusting surfaces, cleaning bathrooms (including toilets, sinks, baths, and showers), cleaning kitchen surfaces and appliances (exterior only unless a deep clean has been booked), emptying bins, and general tidying.

What is excluded

Unless specifically quoted and agreed, our standard service does not include: moving heavy furniture, cleaning inside kitchen cupboards or oven interiors (unless a deep clean is booked), exterior window cleaning that requires a ladder or specialist equipment (this is quoted separately), cleaning of garages, outbuildings, or external areas, or the removal of mould from structural surfaces.

If you require any excluded service, please ask us for a separate quote.

2. Booking and Scheduling

Bookings are confirmed once we have spoken or exchanged messages with you to agree the date, time, and service required. We will do our best to accommodate your preferred schedule, but availability cannot be guaranteed until confirmed.

For regular cleaning customers, visits are scheduled on a recurring basis as agreed. We will give you as much notice as possible if we need to reschedule due to sickness or other unforeseen circumstances, and we will arrange an alternative date at the earliest opportunity.

3. Cancellation Policy

We ask for at least 24 hours notice if you need to cancel or reschedule a visit. Cancellations made with less than 24 hours notice may be subject to a charge of up to 50% of the agreed session fee to cover the costs of our team's time and travel.

We understand that emergencies happen. Where notice of less than 24 hours is unavoidable due to genuine illness or emergency, we will use our discretion and will not normally charge in those circumstances.

For regular cleaning arrangements, if you wish to permanently cancel, we ask for at least two weeks notice. This allows us to manage our team's workload fairly.

4. Payment Terms

Payment is due on the day of the service unless you are a regular customer with a monthly invoice arrangement. We accept bank transfer and cash. We do not currently accept credit or debit card payments in person.

Regular customers may be invoiced monthly, with payment due within 14 days of the invoice date. Late payment may result in visits being suspended until the outstanding balance is cleared.

Prices quoted are valid for 30 days from the date of the quote. We reserve the right to review our pricing annually or where the scope of work changes significantly.

5. Access to Your Property

You are responsible for ensuring our team can access the property at the agreed time. Where you provide us with a key or access code, we take responsibility for keeping it secure. Keys are stored without any identifying address information and are handled only by authorised members of our team.

If our team cannot gain access to the property at the agreed time due to circumstances within your control, this may be treated as a late cancellation under the cancellation policy above.

You may be present during the clean - many of our customers prefer to be in while we work. Equally, many customers are comfortable leaving a key. Either arrangement works for us.

6. Insurance and Liability

MiraBelles Cleaning holds comprehensive public liability insurance. In the unlikely event that our team accidentally damages an item or property during a visit, please notify us within 48 hours. We will assess the situation promptly and work with you to resolve it, including involving our insurer where appropriate.

We are not liable for damage to fragile, antique, or high-value items unless we have been made specifically aware of their presence and agreed to clean them. Please point out items that require special care before we begin.

We are not responsible for any pre-existing damage to your property, wear and tear, or damage caused by unsuitable cleaning products supplied or specified by you.

7. Cleaning Products and Equipment

We supply our own professional cleaning products as standard. If you have a preference for specific products, have allergies, or have pets or young children with sensitivities, please let us know and we will accommodate wherever possible.

We ask that you ensure our team has access to hot water and electricity at the property, as these are required to carry out most cleaning tasks.

8. Complaints Procedure

We take quality seriously and aim for a high standard on every visit. If you are unhappy with any aspect of our service, please contact us within 48 hours of the visit by calling 01803 500721 or emailing [email protected].

We will acknowledge your complaint promptly and, where an issue is confirmed, arrange a re-clean of the affected areas at no additional charge. We ask that you give us the opportunity to put things right before seeking any other remedy.

Complaints raised more than 48 hours after the visit may be more difficult for us to investigate fairly, and we reserve the right to decline a re-clean in those circumstances.

9. Health and Safety

Our team members reserve the right to refuse or stop work if they feel the environment poses an unreasonable risk to their health or safety, including exposure to hazardous materials, hostile behaviour, or unsafe conditions.

Please ensure any pets are secured during the visit if they are likely to cause disruption or present a risk to our team.

10. Confidentiality

All members of our team are expected to treat access to your home with the utmost discretion. We do not photograph the interior of properties without your consent, and all customer information is kept strictly confidential. Please see our Privacy Policy for further details.

11. Changes to These Terms

We may update these Terms and Conditions from time to time. Any changes will be posted on this page with an updated date. Continued use of our services after any changes constitutes acceptance of the revised terms.

12. Governing Law

These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes arising shall be subject to the exclusive jurisdiction of the courts of England and Wales.

13. Contact

If you have any questions about these terms, please contact us at [email protected] or by calling 01803 500721. MiraBelles Cleaning, 81 Dolphin Crescent, Paignton, TQ3 1JZ.