Terms and Conditions

1.1 Lawful Use

You agree to use our services and website in compliance with all applicable laws and regulations. This includes, but is not limited to:

• • Compliance with UK data protection laws when providing personal information
• • Ensuring you have the legal right and authority to grant access to any property for cleaning services
• • Not using our services for any unlawful or fraudulent purpose
• • Not engaging in any conduct that could damage, disable, or impair our services

1.2 Accurate Information

You are responsible for ensuring that all information provided to us is accurate, complete, and current. This includes contact details, property information, access arrangements, and any special requirements or concerns about the cleaning service. Inaccurate information may affect our ability to provide services effectively.

1.3 Property Preparation

Prior to each scheduled cleaning, you agree to:

• • Remove valuable or fragile items from areas to be cleaned
• • Inform us of any hazards, delicate surfaces, or areas requiring special attention
• • Ensure pets are secured and unable to interfere with cleaning operations
• • Provide safe working conditions and adequate access to utilities such as water and electricity

1.4 Conduct Requirements

You agree to treat our staff with respect and maintain appropriate conduct at all times. Any behaviour deemed threatening, abusive, or inappropriate may result in immediate termination of services without refund. We maintain a zero-tolerance policy towards harassment or discrimination of any kind.

2.1 Service Agreement

Once you book a cleaning service with us, a binding agreement is formed. We commit to providing the services as described, and you commit to providing access and payment as agreed. The specific details of each service are outlined in your booking confirmation.

2.2 Service Variations

Whilst we strive to maintain consistent service standards, actual cleaning times and outcomes may vary based on property condition, size, and specific requirements. Any significant variations from the originally quoted service will be discussed with you before proceeding.

2.3 Additional Services

If our team identifies additional cleaning needs during service that were not included in the original booking, we will contact you for approval before proceeding. Additional services will be charged at our standard rates and added to your invoice.

2.4 Service Interruption

In the event that service cannot be completed due to circumstances within your control, such as lack of access, unsafe conditions, or interference with our staff, you will still be liable for the full service fee unless alternative arrangements are agreed in advance.

3.1 Service Warranty

We warrant that our services will be performed with reasonable skill and care by trained professionals using appropriate equipment and methods. If you are not satisfied with any aspect of our service, please notify us within 24 hours of service completion, and we will work with you to address your concerns.

3.2 Limitation of Liability

Our liability under these terms is limited as follows:

• • We maintain comprehensive insurance coverage for property damage and public liability
• • We are not liable for damage to items not disclosed to us or for pre-existing damage
• • We are not responsible for loss or damage to valuables, cash, or irreplaceable items
• • Our maximum liability for any single incident is limited to £1,000 or the value of the service, whichever is greater
• • We are not liable for consequential or indirect losses

3.3 Exclusions

Nothing in these terms excludes or limits our liability for death or personal injury arising from our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under English law.

3.4 Claims Procedure

Any claims for damage or service issues must be reported within 24 hours of service completion. Claims should be submitted in writing with photographic evidence where applicable. We will investigate all claims promptly and work towards a fair resolution.

5.1 Governing Law

These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction over any disputes arising from these terms or our services.

5.2 Dispute Resolution

In the event of any dispute arising from these terms or our services, we encourage you to contact us first to seek an amicable resolution. Most concerns can be resolved through open communication. If a dispute cannot be resolved through direct discussion, both parties agree to attempt mediation before pursuing legal action.

5.3 Severability

If any provision of these Terms and Conditions is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, that provision shall be deemed severable from these terms. The remaining provisions will continue in full force and effect.

5.4 Entire Agreement

These Terms and Conditions, together with our Terms of Service and Privacy Policy, constitute the entire agreement between you and Velora regarding your use of our website and services. They supersede any prior agreements or understandings, whether written or oral.

5.5 Waiver

Our failure to enforce any right or provision in these terms does not constitute a waiver of that right or provision. Any waiver must be in writing and signed by an authorised representative of Velora.

5.6 Assignment

You may not assign or transfer your rights or obligations under these terms without our prior written consent. We may assign our rights and obligations to another entity in connection with a merger, acquisition, or sale of assets, provided that the assignee agrees to be bound by these terms.