Terms of service

Who we are

Sanctum Cleaning is a trading name of Sanctum Global Limited, registered in England and Wales, company number [NUMBER], registered office [ADDRESS]. Contact: [BUSINESS EMAIL], [PHONE].

Our service

We provide cleaning services as described on our website and in your booking confirmation. Cleans are carried out by vetted, self-employed cleaners working on our behalf. This service covers cleaning only. It doesn’t include managing your property, handling guests or carrying out repairs.

Booking

A booking is confirmed when you receive our confirmation email. Prices are fixed by property size and the options you choose. If the property is materially larger, dirtier or different from what was booked, we’ll tell you before starting and agree any change in price, or you can cancel without charge.

Payment

You authorise us to charge the card saved at booking after each clean. Business clients on monthly invoice pay within 14 days. We may pause bookings on overdue accounts.

Your right to cancel

If you book online, you have a legal right to cancel within 14 days. If you ask for a clean within those 14 days, you’re asking us to start early. If you cancel after the work has started you pay for the work done, and once the clean is complete the right to cancel ends. Outside this, our cancellation and access policy applies.

Access

You must give us safe access at the booked time, with hot water and electricity on. If we can’t get in, our lockout charge applies.

Products and equipment

We bring products and equipment for end of tenancy and deep cleans. Regular cleans use the starter kit we leave with you and your hoover. If you ask us to use your own products, you’re responsible for their suitability.

Re-clean guarantee

Report any issue within 48 hours with photos and we’ll return to fix it free. A re-clean is our remedy in place of a refund, without affecting your legal rights.

Damage and breakages

Tell us within 48 hours. We’re insured for damage caused by our negligence. We’re not responsible for existing damage, wear and tear, items not properly secured, or damage caused by faulty fixtures. Please put away or flag valuable and fragile items.

Keys

Keys we hold are logged and stored securely without your address. If we lose one, we cover reasonable replacement costs.

Photos

We take timestamped photos of each clean as proof of work and to resolve issues. We only use photos of your property in marketing with your written permission, and never with identifying details.

Our cleaners

You agree not to hire our cleaners directly, or through another company, for 6 months after their last clean for you without our agreement.

Liability

Nothing in these terms limits liability for death or personal injury caused by negligence, or anything else that can’t be limited by law. Otherwise, our liability for any clean is limited to its price, except for damage covered by our insurance.

Complaints

Contact us at [BUSINESS EMAIL]. We aim to reply within 2 working days.

Law

These terms are governed by the law of England and Wales.