Terms & Conditions

1. Introduction

These Terms and Conditions govern your use of Mastrella's services. By booking our services, you agree to these terms in full.

2. Services

We provide professional cleaning services including but not limited to residential cleaning, commercial cleaning, deep cleaning, end of tenancy cleaning, and carpet cleaning.

3. Bookings and Quotes

• Quotes are provided free of charge and are valid for 30 days
• Final pricing may vary based on the actual condition of the property
• Bookings are confirmed upon receipt of deposit (where applicable)
• We reserve the right to adjust the quote if the scope of work differs significantly from what was initially described

4. Access and Preparation

The client must ensure:

• Safe and adequate access to the property
• Working utilities (water, electricity) are available
• Valuable and fragile items are secured
• Pets are secured or removed during the cleaning
• Any specific instructions are communicated in advance

5. Cancellation Policy

• Cancellations made 48+ hours before the appointment: Full refund
• Cancellations made 24-48 hours before: 50% charge
• Cancellations made less than 24 hours before: Full charge
• No-shows will be charged in full

6. Payment Terms

• Payment is due upon completion of services unless otherwise agreed
• We accept cash, bank transfer, and card payments
• For commercial contracts, payment terms will be specified in the contract

7. Satisfaction Guarantee

We are committed to your satisfaction. If you are not happy with any aspect of our service:

• Contact us within 24 hours of the clean
• We will return to re-clean the affected areas at no extra charge
• The property must not have been used or altered since the original clean

8. Liability and Insurance

• We maintain public liability insurance up to 5,000,000
• Any claims for damage must be reported within 24 hours
• We are not liable for pre-existing damage or wear and tear
• Clients must declare any fragile or valuable items

9. Health and Safety

Our staff follow strict health and safety protocols. We reserve the right to refuse service if conditions are deemed unsafe.

10. Confidentiality

We treat all client information as confidential. Staff are trained in data protection and confidentiality.

11. Complaints

If you have a complaint, please contact us at hello@mastrella.co.uk. We aim to resolve all complaints within 7 working days.

12. Changes to Terms

We reserve the right to modify these terms at any time. Continued use of our services constitutes acceptance of any changes.

13. Governing Law

These terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the English courts.

14. Contact

For questions about these terms, contact us:

• Email: hello@mastrella.co.uk
• Phone: +44 7383 813001
• Address: 123 Property Street, London, SW1A 1AA