Oliver's Cleans ✨

Back to Main Page

Terms & Conditions

Effective Date: September 27, 2025

Welcome to Oliver's Cleans. By booking a service or using this website, you agree to the following terms and conditions.
These terms are designed to ensure a clear and fair relationship between us.

1. Service Agreement & Scope

Oliver's Cleans agrees to provide the cleaning services as described on the website and confirmed during the booking process. All services will be performed with due care and professionalism. Services are provided at your chosen location within the Norwich area.

  • Vehicle Size: Prices apply to standard cars (saloons, hatchbacks). An additional fee may apply for larger vehicles (SUVs, large vans, 4x4s) due to the extra time and product required. Please disclose the vehicle type upon booking.
  • Excessive Soiling/Pet Hair: While standard interior cleaning includes light hoovering and removal of general debris, the service does not include heavy-duty cleaning for excessive mud, biohazards, or large amounts of pet hair. For vehicles with heavy soiling, I reserve the right to either refuse the service or charge an additional fee, which will be agreed upon with you before work commences.
  • Tough Stain Removal: My standard services do not include specific stain removal. I plan to offer this in the future; please check the website for updates.

2. Standard Pricing & Payment Timing

Prices for standard services are as listed on the website. All payments are due immediately upon satisfactory completion of the service. I accept card payments via a secure **SumUp mobile reader** or cash. There are no upfront payments or hidden fees for standard services.

3. Additional Fees & Customer Duty to Inform

While I strive for clear and upfront pricing, certain conditions outside the standard scope will incur an additional charge. **It is my duty to inform the customer of any additional fees before work commences**, allowing the customer to decide whether to proceed.

  • **Duty to Inform:** The customer has a duty to inform me of the correct vehicle type (e.g., standard car, SUV, large van) when requested during booking or prior to the appointment. Failure to accurately disclose the vehicle type may result in an additional fee being applied on the day of service, as different vehicle sizes require different amounts of time and product.
  • **Excessive Cleaning:** Additional fees will apply for services that require significantly more time and product than standard, such as the removal of excessive pet hair, heavy mud/debris, or biohazards, as outlined in Section 1.

4. Booking & Cancellation Policy

Bookings can be made through the online booking system or via the contact form. I recommend booking in advance to secure your preferred time. Cancellations made more than 24 hours before the scheduled appointment will not incur any charge. **Cancellations made within 24 hours of the appointment will result in a non-refundable £5 charge.** However, this fee will be applied as a discount on your next clean if you rebook at a later date.

I reserve the right to cancel or reschedule a booking due to unforeseen circumstances, including but not limited to adverse weather conditions or a Force Majeure Event (see Section 8). I will provide you with as much notice as possible in such an event.

5. Customer Responsibilities & Access

The customer agrees to provide a safe and clear area for the cleaning to be performed. This includes adequate working space around the vehicle. Customers are responsible for the following:

  • **Preparation:** Removing all valuable, fragile, or personal items from the vehicle prior to the appointment. I am not responsible for loss or damage to items left inside the vehicle.
  • **Access:** Ensuring the vehicle is unlocked, or arranging to leave the keys in a secure, pre-agreed location if you cannot be present.
  • **Safety:** I will take reasonable care to ensure my equipment and work area do not create any unnecessary hazards. Customers are advised to not approach or interfere with my equipment while I am working. Any concerns regarding safety should be raised immediately.

6. Limitation of Liability

I take pride in my work and am dedicated to providing a high-quality clean. While I will make every effort to avoid damage, I am **not liable for:**

  • **Pre-Existing Damage:** Any damage caused by conditions outside of my control, such as pre-existing scratches, faulty vehicle parts (e.g., loose trims, broken switches), or wear and tear.
  • **Damage to Non-Standard Components:** I am not liable for damage to non-factory standard accessories, modifications, or parts that are improperly fitted or not maintained.

Any concerns about the service must be raised immediately upon completion before payment is made. Once payment is received, this confirms your satisfaction with the service provided.

7. Payment & Refund Policy

To ensure business efficiency and security, payment must be made either **before the service commences** or **immediately upon satisfactory completion** of the job, before I leave the premises. **Payment after I have left the site (commonly known as "Afterpay") is not accepted**.

Oliver's Cleans operates a **No Refund Policy** for services rendered. Once payment is made, it confirms your acceptance and satisfaction with the work performed. Refunds will only be considered in the rare event that a **serious and verifiable issue or concern** is raised immediately upon completion of the service and before payment is made, which I am unable to rectify or reach an amicable resolution on the day.

8. Force Majeure & Refusal of Service

I reserve the right to refuse service to any customer or vehicle that presents a safety risk or is in a condition (e.g., excessive soiling, biohazard, aggressive pets) that would make cleaning unsafe or unreasonable. I shall not be liable for any failure to perform or delay in performance of my obligations under this agreement that is caused by events outside my reasonable control ("Force Majeure Event"). This includes, but is not limited to, severe weather conditions (e.g., heavy rain, strong winds), or road closures.

9. Complaints & Dispute Resolution

In the unlikely event of a complaint, please contact me directly at **info@oliverscleans.co.uk** within 48 hours of the service being completed. I will review the complaint promptly and aim to resolve the matter amicably and in good faith. If we are unable to reach a resolution, both parties agree to consider mediation as an alternative to legal action.