VELARONA – Domestic Cleaning Terms & Conditions
(Consumer Contracts – England & Wales)
Effective date: 27/02/2026
These Terms apply to domestic (private residential) customers only.
Commercial/B2B terms are governed separately.
1. Definitions
“Company” means Velarona Group Ltd trading as VELARONA.
“Customer” means the individual booking cleaning services for a private residential property.
“Services” means the agreed domestic cleaning service as set out in the booking confirmation.
2. Booking & Deposit
2.1 A booking is confirmed only once:
2.2 The deposit secures the agreed date and allocated team.
2.3 The remaining 70% balance is due on the day of completion.
2.4 The Customer confirms that all information provided regarding property size, layout, and condition is accurate. Where the condition materially differs from that described at booking, we reserve the right to adjust pricing prior to continuation or limit the scope of work to the allocated timeframe.
3. Cancellation & Rescheduling
3.1 Cancellation must be made in writing.
3.2 Deposit refunds:
3.3 Rescheduling requests are subject to availability.
3.4 If access is not provided at the agreed time, the booking may be treated as a cancellation.
4. Cooling-Off Rights (Consumer Contracts Regulations 2013)
4.1 If you book online, by phone, or by email, you have a statutory right to cancel within 14 days of entering into the contract.
4.2 To exercise this right, you must notify us clearly in writing.
4.3 If you request that the Services begin within the 14-day cooling-off period, you expressly agree to the following:
4.4 By confirming your booking within 14 days of service commencement, you acknowledge and accept this waiver.
5. Scope of Services
5.1 The Services include only the items specified in the booking confirmation.
5.2 Unless agreed in writing, the following are excluded:
5.3 Results are delivered to a professional domestic cleaning standard.
We do not guarantee restoration to “as new” condition where age, wear, or damage is present.
5.4 Services are allocated a defined time period based on the information provided at booking. We do not guarantee completion of additional or undisclosed tasks within the original booking window.
5.5 Cleaning is performed to a professional domestic standard. Results may vary depending on age, material condition, and prior maintenance. We do not guarantee restoration to an “as new” condition.
6. Customer Responsibilities
The Customer must:
6.1 Provide safe and unobstructed access to the property.
6.2 Provide electricity and hot water during attendance.
6.3 Remove fragile, high-value, or sentimental items prior to attendance. We are not responsible for damage to items left in unstable or unsafe positions.
6.4 Disclose any pre-existing damage, defective fixtures, or known hazards.
6.5 Any parking charges, permits, or access costs required for attendance are the responsibility of the Customer unless agreed otherwise in writing.
6.6 We reserve the right to refuse, suspend, or terminate services where conditions present health or safety risks, including but not limited to infestations, bodily fluids, or hazardous materials.
6.7 If conditions are materially different from those described at booking, additional charges may apply before continuation.
7. Pricing & Payment
7.1 Pricing is based on information provided at booking.
7.2 If property condition materially differs from that described, a revised quotation may be issued before continuation.
7.3 Full payment is due on completion.
7.4 If payment is not made on the day of completion, we reserve the right to pursue recovery of outstanding sums through lawful means.
8. Complaints & Re-Clean Policy
8.1 Any concerns must be reported within 24 hoursof completion and before further cleaning or third-party attendance.
8.2 We must be given reasonable opportunity to inspect and, where appropriate, re-attend.
8.3 Refunds are not issued without first providing an opportunity to rectify.
8.4 Claims raised after third-party interference may not be accepted.
9. Liability
9.1 Nothing in these Terms limits or excludes liability for:
9.2 Our liability for property damage is limited to the value of the Services provided.
9.3 We are not liable for:
10. Photographic Records
10.1 We may take before-and-after photographs for quality control and documentation.
10.2 Images will not be used for marketing without explicit consent.
11. Force Majeure
We are not liable for failure to perform due to events beyond reasonable control, including severe weather, illness, supply disruption, or access restrictions.
12. Governing Law
These Terms are governed by the laws of England and Wales.