Terms & Conditions

1.1 VELARONA provides professional cleaning services including, but not limited to, end-of-tenancy cleaning, residential cleaning, commercial cleaning, and specialist cleaning services.

1.2 All services are provided in accordance with the agreed quotation and scope of work.

1.3 Services are delivered in accordance with our Cleaning Condition & Scope Policy, which forms part of these Terms & Conditions. The Policy defines condition classifications (Light, Standard, Heavy, Sparkle, Revisit, and Builders levels), scope limitations, reclassification triggers, and remote quotation provisions. By accepting a quotation or confirming a booking, you confirm acceptance of this Policy.

2.1 All quotations are based on information provided at the time of enquiry, including property size, condition, access, and service requirements.

2.2 Quotations remain valid for 14 days unless otherwise stated in writing.

2.3 Condition Classification & Reclassification Quotations are based on the condition represented by you at the time of enquiry, including photographs or written descriptions. Final condition classification is confirmed upon on-site inspection. If actual property condition exceeds the declared category, VELARONA reserves the right to:

• • Reclassify the service level
• • Adjust pricing accordingly
• • Amend scope prior to commencement

Work will not proceed at an under-declared rate.

2.4 Remote & Image-Based Quotations Quotations prepared from photographs, videos, floor plans, or written descriptions are provisional until on-site verification. VELARONA is not responsible for undisclosed contamination, hidden defects, or material conditions not reasonably visible from submitted materials. If actual condition differs materially from that represented, revised pricing will be confirmed before work proceeds.

3.1 Bookings are confirmed upon client acceptance of the quotation and agreed service date.

3.2 Full payment is due prior to service completion unless otherwise agreed in writing.

4.1 The full fee is due in full on the day of service completion, prior to the cleaning team leaving the premises, unless otherwise agreed in writing.

4.2 Payment may be made by bank transfer, card, or other electronic methods specified on the invoice.

4.3 Invoices are issued via Xero accounting and are payable on the date stated on the invoice.

5.1 Any amounts not paid by the due date may incur interest and reasonable recovery costs in accordance with the Late Payment of Commercial Debts (Interest) Act 1998.

5.2 VELARONA reserves the right to withhold certificates, reports, photographic evidence, or completion documentation until full payment is received.

6.1 You must ensure safe and unrestricted access to the property at the agreed time. This includes access gates, doors, and any secured areas requiring service.

6.2 You must provide access to electricity, hot water, adequate drainage, and sufficient lighting throughout service delivery.

6.3 VELARONA shall not be liable for delays, incomplete services, or additional charges caused by lack of access, unavailable utilities, or facility restrictions.

7.1 You must disclose any hazards, fragile items, hazardous materials, pest infestations, or areas requiring special care prior to service commencement.

7.2 VELARONA reserves the right to refuse or suspend services where conditions pose a risk to health, safety, or environmental compliance.

8.1 VELARONA shall take reasonable care while providing services. We carry public liability insurance of £10 million.

8.2 VELARONA shall not be liable for:

• • Pre-existing damage, wear and tear, or deterioration
• • Damage to items not suitable for cleaning or not disclosed prior to service
• • Damage caused by faulty, unstable, or improperly fitted fixtures or installations
• • Loss arising from undisclosed conditions or misrepresentation of property condition

8.3 Any damage must be reported in writing within 24 hours of service completion. Claims reported after this period will not be accepted.

9.1 Where a re-clean is offered, it applies only to areas within the original scope of work as defined in the quotation.

9.2 Re-cleans do not apply where issues arise from undisclosed conditions, third-party interference after service, or damage caused by building works or installations.

10.1 Cancellations will be handled in accordance with our Cancellation Policy.

10.2 Rescheduling is subject to availability and may incur additional charges or loss of booking priority.

11.1 VELARONA may take before-and-after photographs for quality assurance, record-keeping, and dispute resolution.

11.2 Photographs may be shared with you as part of job completion documentation.

11.3 Photos will be retained for 12 months for compliance and dispute resolution purposes.

12.1 Personal data is processed in accordance with UK GDPR and our Privacy Policy.

12.2 Client data is used solely for service delivery, administration, invoicing, and legal compliance.

VELARONA shall not be liable for failure or delay caused by events beyond our reasonable control, including but not limited to extreme weather, utility failures, accidents, civil unrest, or pandemic-related restrictions.

These Terms & Conditions are governed by the laws of England and Wales, and the courts of England and Wales shall have exclusive jurisdiction.

For any questions regarding these Terms & Conditions, please contact:

Email: web@velarona.com

Website: www.velarona.com