Booking Terms

These terms apply to cleaning services supplied by RelyPro Cleaning Services in the United Kingdom. A written quote or booking confirmation may contain additional service-specific details. If there is a conflict, the written confirmation takes priority for that booking.

Quotes and bookings

Website prices are guides, not binding offers. A quote is based on the information supplied, including property size, condition, access and selected tasks. Tell us promptly if information changes. A booking is confirmed only when RelyPro accepts the requested date, scope and price in writing.

Quotes normally remain open for 14 days unless stated otherwise. We may revise a quote if the actual condition, size, hazards, access or requested scope differs materially from the information provided.

Access and customer responsibilities

• Provide safe and timely access, working utilities where required, and accurate parking or security information.
• Secure valuables, confidential documents, medicines and fragile items. Tell us about delicate or high-value surfaces before work begins.
• Keep children and pets safely away from working areas and equipment.
• Disclose known hazards, infestations, bodily fluids, needles, mould, unsafe electrics or structural risks in advance.

We may pause or refuse unsafe work. Hazardous-material removal, pest remediation, specialist restoration, external work at unsafe height and heavy waste removal are excluded unless expressly agreed.

Cancellations and rescheduling

Please give at least 24 hours’ notice to cancel or move an appointment. Where less notice is given, we may charge a reasonable amount reflecting time reserved, travel or costs already incurred; any applicable amount will be communicated before or when the booking is confirmed. If the team has arrived and cannot gain access, up to the full booked amount may be payable.

If RelyPro needs to reschedule, we will offer the earliest reasonable alternative. We are not responsible for delay caused by events outside reasonable control, but we will communicate promptly.

Prices and payment

The confirmation states whether pricing is per cleaner-hour, room, appliance, visit or property, any applicable minimum booking, and when payment is due. Where a service is priced per cleaner-hour, the charge reflects each cleaner’s working time—for example, two cleaners working for two hours equals four cleaner-hours. Extra time or tasks require agreement. Customers remain responsible for authorised charges and any clearly disclosed parking or congestion costs. Contact us promptly if an invoice appears incorrect.

Airbnb and managed-property turnovers

For Airbnb, holiday-let and serviced-accommodation work, the booking confirmation should identify each property, the agreed checklist, access method, checkout-to-check-in window, linen arrangements, restocking quantities and reporting expectations. Turnovers with unusually short windows or same-day requests remain subject to team availability and safe access.

The customer must keep access instructions current and tell us promptly about booking changes. Consumables, replacement linen, laundry, parking and authorised purchases are charged only as stated in the quote or service plan. RelyPro may report visible damage, shortages or maintenance concerns but does not provide security, inventory valuation, guest communication or full property-management services unless expressly agreed in writing.

48-hour re-clean guarantee

If an item within the agreed cleaning checklist has been missed, notify us within 48 hours of completion with enough detail or photographs to identify the issue. You must provide reasonable access for inspection and correction. Where the claim is valid, our normal remedy is to re-clean the affected agreed area within a reasonable period at no extra labour charge.

The guarantee does not cover tasks outside the confirmed scope; new dirt or use after the visit; permanent staining, damage, wear, mould or discolouration; inaccessible areas; items the customer asked us not to move; or results affected by unsafe conditions or lack of utilities. It does not guarantee the return of a tenancy deposit or automatically create a cash-refund entitlement. Your statutory consumer rights are not affected.

Damage and limitations

Report suspected damage as soon as reasonably possible and preserve relevant evidence. We will investigate fairly. We are not responsible for pre-existing damage, ordinary wear, unstable fittings, undisclosed delicate materials or loss that was not reasonably foreseeable. Nothing in these terms excludes liability that cannot legally be excluded, including liability for death or personal injury caused by negligence, fraud, or mandatory consumer rights.

Complaints, law and contact

Raise concerns first through enquiries@relypro.co.uk or +44 7796 584056 so we can investigate. These terms are governed by the laws of England and Wales. Consumers retain any right to bring proceedings in another UK jurisdiction where mandatory law permits.