Booking policy.

1. Getting a quote

Quotes are issued free of charge with no obligation. To get a quote, use the form on our homepage, message us on WhatsApp at 07727 633201, or email joyahomecleaning@gmail.com. We'll typically respond within minutes during business hours (Monday to Sunday, 8am to 7pm) and within 24 hours outside those.

Quotes are based on the information you provide - primarily postcode, service type, bedrooms, bathrooms, floors and any specific notes about the condition of the home. Quotes are valid for 14 days from the date they're issued. After 14 days, prices may be re-confirmed.

2. Confirming a booking

To confirm a booking, we require:

• A signed or written confirmation of the agreed quote (a WhatsApp or email reply confirming the date, time and price is sufficient).
• Full payment, made by bank transfer, to secure the slot.
• The full address, access instructions (key, smart lock code, will be home, etc.) and any specific notes.

Bookings are not confirmed until payment has cleared. If payment hasn't been received 24 hours before the scheduled clean, we reserve the right to release the slot to another client.

3. Pricing & payment

Your booking is only confirmed once payment has been received.

All prices are quoted in pounds sterling (GBP) and are inclusive of the cleaner's time, our cleaning products and equipment, and travel within our standard service area.

Payment terms:

• Full payment is taken upfront by bank transfer to confirm the booking.
• Bank details are sent at the time of booking confirmation.
• No cash payments. All payments are by bank transfer for transparency and security.

We'll always confirm the full price in your quote before you pay.

4. Service area & surcharges

Our service area is North London and the surrounding areas (Highgate, Muswell Hill, Finchley, Whetstone, Totteridge, Southgate, Barnet, Crouch End). Jobs outside this core area may include a small travel surcharge, which will always be confirmed in your quote.

5. Key / access policy

You can either be home for the clean or provide access via key, smart lock code, or key safe. Every Joya cleaner is vetted, trained, and fully insured. We treat client keys and access codes with strict confidentiality and they are never shared.

If access is delayed on arrival or keys are not available:

• Waiting time may be charged at £25 per labour hour.
• If access cannot be granted, the booking may need to be rescheduled and a call-out fee may apply.

We'll always do everything we can to reach you first, so please make sure the phone number on your booking is contactable on the day.

6. Parking

Clients are responsible for ensuring suitable parking is available for our team for the full duration of the appointment. Where a visitor parking permit is required, it must be arranged and active before our scheduled arrival time.

If paid parking is required, the cost must be agreed and paid in advance before the appointment. Parking charges are not included in our quotations unless stated otherwise.

Our team transports professional cleaning equipment, including carpet cleaning and steam cleaning machines, so suitable parking must be available within a reasonable walking distance of the property. If suitable parking cannot be provided, we may be unable to carry out the appointment.

7. Scope of work & pricing

What's included in each service is set out clearly on the individual service pages (Regular, Deep, Move-in / Move-out). We work to the checklist agreed at the time of booking.

• Final price is confirmed before booking.
• Any additional tasks outside the agreed scope will be quoted before proceeding.
• If a job runs over the estimated time, we'll inform you before continuing where possible. Additional time is charged at £25 per labour hour.

8. End of clean procedure

Once the allocated cleaning time has been completed, the cleaner will contact the client.

• If the client is present, they will inspect the property before the cleaner leaves.
• If the client is not present, a final walkthrough video will be sent immediately and the cleaner will leave for their next booking.
• If, after reviewing the walkthrough, the client would like additional cleaning, they must contact us immediately.
• Subject to cleaner availability, we'll do our best to recall the cleaner or arrange a revisit.
• Additional labour is charged at £25 per labour hour.
• Payment for additional labour must be received before any further work begins.

9. Extra labour policy

• Additional labour is charged in full-hour increments.
• Once extra labour has been booked, that time is reserved exclusively for that client.
• Reserved labour time is non-refundable, even if the work finishes earlier, because that time has been blocked out.

10. Re-cleans & complaints

If you're not happy with the standard of a clean, please let us know and we'll come back to put right any items from the agreed checklist that weren't completed to standard, at no additional cost. A few things to note:

• Re-cleans only cover the original agreed scope of the booking. Any additional areas or new requests will be chargeable.
• Any issues or concerns must be reported within 24 hours of the clean being completed. After this window, we can't guarantee free revisits.

The re-clean guarantee does not cover:

• Items that were not on the agreed checklist for that service.
• Damage caused by use after the clean.
• Repairs, maintenance, or work that requires specialist treatment (e.g. severe mould restoration, carpet shampooing).
• Concerns raised more than 24 hours after completion.

11. Satisfaction guarantee

• Genuine cleaning concerns should be reported within 24 hours.
• Where appropriate, we'll do our best to arrange a complimentary revisit for areas within the original agreed scope.
• Parking must be provided by the client for any revisit. If parking cannot be provided, parking charges must be paid before the revisit is confirmed.
• The guarantee does not apply after further use of the property, new occupants moving in, or third-party contractors entering the property.

12. Liability

Joya Home Cleaning is fully insured for public liability and accidental damage. In the unlikely event of damage to your property during a clean, please report it to us in writing within 24 hours, ideally with photos. Damage claims are handled under our Valuables Policy.

13. Changes to a booking

You can change the date or time of a booking free of charge up to 24 hours before the scheduled clean, subject to availability. Changes within 24 hours may be treated as a late cancellation - see our cancellation policy.

14. Right to refuse service

We reserve the right to refuse or terminate service in cases including but not limited to: unsafe working conditions, abusive or threatening behaviour towards our staff, properties materially different from the description provided at quote, or non-payment.