Terms & Conditions

These Terms and Conditions govern the provision of cleaning and property-care services by RESTORE Property Care ("RESTORE", "we", "us", "our") to clients ("you", "the client"). By accepting a quotation or confirming a booking with RESTORE, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any service. RESTORE Property Care operates across Staffordshire, Stoke-on-Trent, the Staffordshire Moorlands, the Peak District, Cheshire, Derbyshire and surrounding areas.

RESTORE Property Care provides the following services, subject to individual quotation and agreement: — Residential cleaning (regular domestic, one-off and deep cleaning) — Housekeeping and hospitality services — Holiday-let and luxury guest accommodation turnovers — Commercial cleaning — End-of-tenancy cleaning — Welfare and sensitive cleans — Deep and specialist cleaning The precise scope of each service will be agreed in writing prior to commencement. Any services not expressly included in the agreed quotation are not covered and may be subject to additional charges.

All quotations are provided in writing and are valid for 30 days from the date of issue unless otherwise stated. A quotation is based on the information provided by the client at the time of enquiry. RESTORE reserves the right to revise a quotation if the condition of the property or the scope of work differs materially from that described. A booking is confirmed once the client has accepted the quotation in writing (including by email or electronic message) and, where applicable, paid any required deposit. RESTORE reserves the right to decline any booking at its discretion.

Payment terms will be stated on each invoice. Unless otherwise agreed in writing, payment is due within 14 days of the invoice date. For one-off, end-of-tenancy, deep clean and specialist services, RESTORE property care may require full or partial payment in advance. Ongoing regular services are invoiced weekly or monthly as agreed. RESTORE property care accepts payment by bank transfer. Details will be provided on each invoice. For business and commercial clients, where applicable, RESTORE Property Care reserves the right to claim statutory interest and compensation on overdue qualifying commercial debts in accordance with the Late Payment of Commercial Debts (Interest) Act 1998. For domestic and consumer clients, any action taken in respect of overdue payments will be reasonable and in accordance with applicable UK consumer law. RESTORE Property Care reserves the right to suspend future services where invoices remain unpaid beyond their due date. Payment must be made in accordance with the payment terms stated on the invoice. For business and commercial clients, where applicable, RESTORE Property Care reserves the right to claim statutory interest and compensation on overdue qualifying commercial debts in accordance with the Late Payment of Commercial Debts (Interest) Act 1998 For domestic and consumer clients, any action taken in respect of overdue payments will be reasonable and in accordance with applicable UK consumer law. RESTORE Property Care reserves the right to suspend future services where invoices remain unpaid beyond their due date.

We understand that circumstances change. We ask that you provide as much notice as possible if you need to cancel or reschedule a booking. For regular domestic cleaning: a minimum of 48 hours' notice is required to cancel or reschedule without charge. For one-off, deep clean, end-of-tenancy and specialist services: a minimum of 72 hours' notice is required. For housekeeping, holiday-let turnovers and commercial services: cancellation terms will be stated in the individual service agreement. Cancellations made with less than the required notice period may be subject to a cancellation charge of up to 50% of the agreed service fee. Same-day cancellations or failure to provide access at the agreed time may be charged at the full service rate. RESTORE reserves the right to cancel or reschedule a booking in exceptional circumstances, including staff illness, adverse weather or events beyond our reasonable control. We will provide as much notice as possible and offer an alternative appointment.

The client is responsible for ensuring that RESTORE has safe and unobstructed access to the property at the agreed time. Where keys or access codes are provided to RESTORE, they will be held securely and used solely for the purpose of carrying out the agreed services. Keys will be returned promptly upon termination of services. RESTORE accepts no liability for loss or damage arising from access arrangements made by the client, including the provision of keys to third parties. If RESTORE is unable to gain access to a property at the agreed time through no fault of our own, a call-out charge may apply.

The client agrees to: — Provide accurate information about the property and the scope of work required at the time of booking. — Ensure the property is safe for our staff to work in, including disclosing any known hazards, infestations or health and safety risks. — Secure or remove fragile, valuable or irreplaceable items prior to the service. — Ensure that pets are secured and do not pose a risk to our staff. — Provide access to hot and cold running water and electricity where required to carry out the service. — Notify RESTORE of any specific requirements, allergies or sensitivities relevant to the products or methods used. Failure to fulfil these responsibilities may affect the quality of the service and RESTORE accepts no liability for issues arising from incomplete or inaccurate information provided by the client.

RESTORE takes the utmost care when working in your property. In the event of accidental damage caused by our staff, we ask that you notify us in writing within 24 hours of the service. RESTORE is fully insured. Any valid claim for accidental damage will be handled through our insurance provider. RESTORE accepts no liability for damage to items that were already damaged or fragile prior to the service, or for items that were not disclosed as fragile or valuable at the time of booking. We recommend that clients remove or secure irreplaceable or high-value items before any service takes place.

Any work requested on the day of service that falls outside the agreed quotation will be subject to an additional charge. Where possible, RESTORE will provide a verbal or written estimate for additional work before proceeding. In some cases, additional work may be invoiced at our standard hourly rate. RESTORE reserves the right to decline additional work that cannot be safely or reasonably completed within the time allocated.

RESTORE is committed to delivering a high standard of service on every visit. If you are dissatisfied with any aspect of the clean, please notify us in writing within 24 hours of the service being completed. Where the concern is reasonable and within the scope of the original service, RESTORE will return to rectify the area concerned at no additional charge. This guarantee applies to the specific areas or tasks identified and does not constitute a full re-clean of the property unless agreed. The re-clean guarantee does not apply where dissatisfaction arises from factors outside our control, including but not limited to pre-existing staining, damage or conditions that were not disclosed at the time of booking.

Nothing in these Terms and Conditions affects a consumer's statutory rights or excludes or limits any liability which cannot lawfully be excluded or limited. For business and commercial clients, RESTORE's liability in respect of any claim arising from the provision of services shall not exceed the total value of the service fee paid for the specific service to which the claim relates, except where such a limitation is not permitted by law. For domestic and consumer clients, RESTORE's liability is subject to applicable UK consumer law and nothing in these Terms and Conditions seeks to restrict any rights you have under that legislation. RESTORE accepts no liability for indirect, consequential or economic loss, including loss of rental income, loss of bookings or loss of business, to the extent permitted by law. Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under the laws of England and Wales.

RESTORE operates in accordance with current health and safety legislation, including COSHH (Control of Substances Hazardous to Health) regulations. Our staff are trained in health and safety, manual handling and the safe use of cleaning products. RESTORE reserves the right to refuse to carry out work, or to cease work, where conditions at the property present a risk to the health or safety of our staff. In such circumstances, a call-out charge may apply. The client must disclose any known hazards, including but not limited to asbestos, structural instability, infestations or the presence of hazardous substances, prior to the commencement of any service.

RESTORE provides welfare and sensitive cleaning services with discretion, compassion and professionalism. Personnel assigned to welfare and sensitive cleans are appropriately selected for the nature of the work, with DBS checks and relevant training in place where required. The client or their representative is responsible for ensuring that any relevant safeguarding information is shared with RESTORE prior to the service, where this is necessary for the safety of our staff or the wellbeing of any occupants. RESTORE treats all welfare and sensitive clean enquiries and services in strict confidence.

Either party may terminate an ongoing service agreement by giving a minimum of four weeks' written notice. RESTORE reserves the right to terminate a service agreement immediately where: — The client has failed to make payment in accordance with these Terms and Conditions. — The property presents an unacceptable risk to the health or safety of our staff. — The client or any occupant behaves in a manner that is abusive, threatening or otherwise unacceptable toward our staff. Upon termination, any outstanding invoices become immediately due and payable.

RESTORE treats all client information with the utmost discretion. We will not disclose details of your property, its contents or your personal circumstances to any third party, except where required by law or where necessary to carry out the agreed services (for example, where a specialist subcontractor is engaged with your prior consent).

These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from these Terms and Conditions or the provision of services by RESTORE shall be subject to the exclusive jurisdiction of the courts of England and Wales.

RESTORE reserves the right to update these Terms and Conditions from time to time. The current version will always be available on our website. Continued use of our services following any update constitutes acceptance of the revised terms. These Terms and Conditions were last updated in August 2026.