Terms & Conditions

Vertex Hygiene Cleaning agrees to perform services as outlined in the Booking Form. Additional tasks requested on-site will be billed at an extra hourly rate (confirmed before the work begins).

The Client must notify the Provider of any bespoke, delicate, or high-value surfaces requiring specific cleaning agents (e.g., unsealed stone, gold-plated taps, or antique wood). In the absence of such notice, the Provider will use standard professional cleaning products and shall not be liable for adverse chemical reactions on non-standard surfaces.

• Residential: A 25% non-refundable deposit is required to secure the date. Balance is due within 24 hours of completion.
• Commercial: Invoices issued weekly or monthly (agreed at contract) are due within 14 days.
• Late fees: Overdue payments (7+ days) incur a £15 admin fee plus 5% weekly interest.

• Notice: 24 hours' notice is required to cancel or reschedule.
• Fees: Under 24 hours = 50% charge. Lockouts / no access = 100% charge.

• We follow care labels. We are not liable for bleeding, shrinkage, or missing labels.
• Clients must empty their pockets. We are not liable for damage caused by coins, pens, or tissues.
• Liability cap: Damage or loss is limited to 10× the wash price (max £50 per item).
• High-value items: Items valued over £250 must be declared in writing before collection. Vertex Hygiene reserves the right to refuse items deemed too high-risk for standard processing.
• Inventory: Vertex Hygiene does not perform a piece-by-piece inventory at collection. Bag count and weight on the Intake Slip are the final record. Claims for 'missing items' will not be accepted if the bag is returned sealed and intact.

• 24-hour reporting: Any claims of damage or dissatisfaction must be reported with photographic evidence within 24 hours of the service. Failure to report within this window voids any claim.
• Maximum liability cap: Our total liability for any single incident of property damage (excluding laundry) is strictly limited to the total cost of the specific service provided or £250, whichever is lower.
• Pre-existing condition: We are not responsible for damage caused by accidental failure of items already in poor repair (e.g., blinds falling due to loose brackets, or aged grout crumbling during standard scrubbing).
• Third parties: Vertex Hygiene is not liable for loss or damage caused by third parties (contractors, guests, delivery drivers) present at the property during or after our service.

• Zones: Services within the London Congestion or ULEZ zones incur a flat £15.00 surcharge per visit.
• Parking: The Client must provide a valid parking space or permit. If no free parking is available, the cost of paid parking / meter fees will be added to the final invoice.
• Outside London: Travel outside Greater London is charged at £0.60 per mile from the M25 boundary to cover transit time and fuel.