J&D House Services – Terms and Conditions

PLEASE READ CAREFULLY: By booking via phone, email, website, or apps, you confirm that you accept these terms and agree to comply with them.

1.1 “J&D House Services” / “We” / “Us”: Refers to J&D House Services.
1.2 “Customer”: The individual, company, or organization booking the service.
1.3 “Cleaning Visit”: The scheduled attendance at the property to perform agreed services.
1.4 Scope & Quote Accuracy: All quotes confirmed by J&D House Services are based strictly on the property details provided by the Customer. We reserve the right to verify property details via public records (e.g., Rightmove/Zoopla). If the property is found to be larger than described or contains additional areas (e.g., extra bedrooms, lounges, or reception rooms), J&D House Services reserves the right to update the quote and final invoice to reflect the actual property size, regardless of any previous confirmation.
1.5 Dispute of Price: If the Customer does not agree to the updated pricing for the actual scope of work discovered upon arrival or verification, J&D House Services reserves the right to cancel the service immediately. In such cases, the deposit will be retained by us as a non-refundable “loss of earnings” fee for the reserved time slot.

2.1 Standard Bookings: A deposit is required to confirm. The remaining balance must be settled 24 hours prior to service or immediately upon arrival of the team.
2.2 Short-Notice/Same-Day: For any service booked within 72 hours of the appointment, full payment is mandatory at the time of booking to secure the slot.
2.3 Non-Payment: Failure to settle the balance results in immediate cancellation and forfeiture of the deposit.

3.1 Mandatory Utilities: The Customer must provide functional electricity and hot water. No re-clean or quality claims will be accepted if cleaning proceeds without these.
3.2 The 20-Minute Rule: We allow a 20-minute grace period for access. If access is not granted within 20 minutes, the service is cancelled and no refund is issued. This covers our staff wages and loss of earnings for the reserved time slot.
3.3 Key Collection: The Customer is responsible for ensuring keys are ready at agencies. We are not responsible for returning keys unless a fee was agreed in advance.

4.1 Reporting Window: Issues must be reported in writing to info@jdhouseservices.co.uk within 24 hours, with photo evidence.
4.2 No-Refund Policy: We do not offer cash refunds for dissatisfaction. Our liability is limited to one complimentary re-clean of the disputed areas.
4.4 Guarantee Void: Guarantees are void if new tenants or third-party tradesmen enter the property after the clean.

5.1 72+ Hours Notice: Full refund of deposit or free reschedule.
5.2 24–72 Hours Notice: Deposits are strictly non-refundable.
5.3 Less than 24 Hours Notice: Rescheduling is not permitted. The deposit is forfeited, and 50% of the total service cost is due.
5.4 Breach of Scope Cancellation: If the Company cancels on the day due to inaccurate property details or refusal to pay the adjusted rate for the actual size (as per Section 1.4), the deposit is 100% non-refundable.

6.1 Parking & Fines: The Customer must provide parking. Any meter costs or fines resulting from specific parking instructions from the Customer will be invoiced to the Customer.

7.1 Limitations: J&D House Services is not liable for: Any tasks not in the written confirmation; items of high sentimental value; pre-existing “wear and tear”; or damage to specialized surfaces (marble/stone) where no care instructions were provided.

8.1 Site Readiness: Building work must be 100% complete. The property must be free of construction tools and personnel.
8.2 Site Verification: Where J&D House Services requests photographic evidence of the property condition or site readiness, these must be provided by the Customer at least 24 hours prior to the cleaning visit. These photos are required to verify the scope of work and ensure an accurate, professional quote. Failure to provide requested photos constitutes a breach of readiness, allowing J&D House Services to cancel the service and retain the deposit.

9.1 Non-Solicitation: Customers agree not to engage J&D staff independently for 12 months post-service. Breach results in a referral fee of £1,250 per staff member.

10.1 Access & Heights: Our teams work strictly with 2-step safety ladders. J&D House Services does not clean glass, fixtures, or ceilings above a reach of 2.5 meters.
10.2 Biohazard & Wall Cleaning Exclusion: For health and safety reasons, we strictly do not clean human or animal waste (feces/poo, urine, vomit, or blood) anywhere in the property, including on walls, doors, floors, toilet or fixtures. Additionally, standard wall washing/cleaning is entirely excluded from our services. If any such biohazards or unhygienic conditions are discovered, our team will refuse to clean that specific area, door, wall, or fixture, and no discount will be given on the agreed price.
10.3 Wall Cleaning Exclusion: We do not wash or clean painted walls. This includes removing food, stains, marks, child drawings, or stickers from walls under any circumstances as part of our standard or deep cleaning services.

11.1 Law: These terms are governed by English Law.
11.2 Updates: The latest version is always available at: https://jdhouseservices.co.uk/terms-and-conditions/

11.3 Public Statements & Reviews: We value honest feedback; however, the Customer agrees to follow the formal complaint procedure (Section 4.1) before posting public reviews. The Customer agrees not to make demonstrably false or malicious statements. We reserve the right to provide a factual public rebuttal using evidence—including public records (e.g., Rightmove/Zoopla), time-stamped photos, and communication logs—to protect our business integrity.
Public reviews are intended for Customers who have received a completed service. We reserve the right to report and challenge “retaliatory reviews” left by individuals where a service was cancelled due to a breach of terms (such as property misrepresentation) and a full refund was issued.

Terms and Conditions