Terms of Service

1.1 Acceptable Use

When using our website and services, you agree to:

• • Provide accurate and truthful information when making enquiries or booking services
• • Use our services only for their intended purpose of obtaining professional cleaning
• • Treat our staff with respect and courtesy at all times
• • Comply with all applicable laws and regulations

1.2 Prohibited Uses

You must not:

• • Use our services for any unlawful purpose or in violation of these terms
• • Provide false, misleading, or incomplete information
• • Interfere with or disrupt the operation of our website or services
• • Attempt to gain unauthorised access to any part of our systems
• • Reproduce, duplicate, or copy any part of our website without permission

1.3 Service Access

Our services are available to customers within our service areas in Manchester and Greater Manchester. We reserve the right to refuse service to anyone for any lawful reason, including but not limited to concerns about safety, property access, or previous breaches of these terms.

2.1 Making a Booking

Bookings can be made through our contact form, by telephone, or by email. All bookings are subject to availability and confirmation by Velora. We will confirm your booking details in writing, including the date, time, and scope of services.

2.2 Cancellation and Rescheduling

We understand that circumstances change. If you need to cancel or reschedule your cleaning appointment:

• • Please provide at least 24 hours' notice to avoid any cancellation fees
• • Cancellations with less than 24 hours' notice may incur a charge of up to 50% of the booking value
• • We will make reasonable efforts to accommodate rescheduling requests

2.3 Property Access

You are responsible for ensuring our team has safe and appropriate access to your property at the scheduled time. This includes providing keys, access codes, or arranging to be present. If access is not available as arranged, standard cancellation terms apply.

3.1 Service Standards

We are committed to providing high-quality cleaning services performed by trained professionals. Whilst we strive for excellence in all our work, cleaning outcomes can vary depending on property conditions, previous maintenance, and the specific service booked.

3.2 Service Modifications

We reserve the right to modify or adapt our service offerings, pricing, and procedures. Existing bookings will be honoured under the terms agreed at the time of booking. We will notify you of any significant changes to our services.

3.3 Service Availability

Our services are subject to availability, and we aim to maintain consistent scheduling. However, service may occasionally be affected by:

• • Severe weather conditions affecting travel safety
• • Unforeseen staff illness or emergencies
• • Equipment failures or supply issues
• • Circumstances beyond our reasonable control

In such cases, we will contact you as soon as possible to reschedule at no additional charge.

4.1 Pricing

Prices for our services are quoted based on the information you provide about your property and requirements. Final pricing will be confirmed before service commencement. All prices are in British Pounds (GBP) and include VAT where applicable.

4.2 Payment Methods

We accept payment by bank transfer, credit card, and debit card. Payment is typically required upon completion of service or according to the payment terms specified for regular service agreements.

4.3 Late Payment

Payment is expected within the terms specified in your service agreement, typically within 7 days of invoice. We reserve the right to suspend services for accounts with overdue payments and may charge interest on late payments at a rate of 4% above the Bank of England base rate.

5.1 Website Content

All content on our website, including text, graphics, logos, images, and software, is the property of Velora or our content suppliers and is protected by UK and international copyright laws. You may view and print content for personal use only.

5.2 Trademarks

The Velora name and logo are trademarks of our business. You may not use these trademarks without our prior written permission. All other trademarks appearing on our website are the property of their respective owners.