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Booking Policy – All Services

Noble Cleaning & Dog Walking Services Limited

Last Updated: [Insert Date]

This Booking Policy applies to all services provided by Noble Cleaning & Dog Walking Services Limited (“we”, “our”, “us”), including dog walking, residential cleaning (regular, deep, and one-off), and commercial cleaning. By booking any service, you (“the client”) agree that this Policy forms a legally binding contract between you and us.

1. Booking & Confirmation

  • All services must be booked in advance via our website, email, or phone.

  • Bookings are only confirmed once written confirmation is sent by Noble Cleaning & Dog Walking Services Limited.

  • A valid payment method is required to secure all bookings.

  • For residential and commercial cleaning, a complimentary home or site visit may be required prior to services commencing.

  • For dog walking services, a home visit is required before the first walk, and clients must provide all relevant information about their pets, including health, behaviour, and special needs.

  • We will provide as much notice as possible if we need to reschedule or change a booking.

2. Payments

  • Residential Cleaning & Dog Walking: Payments are processed at the time of service unless otherwise agreed.

  • Commercial Cleaning: Payments are made via invoice, payable weekly, fortnightly, or monthly as selected on the booking form. VAT receipts are issued upon payment.

  • We reserve the right to charge your card for fees, cancellations, or missed appointments in accordance with this policy.

  • If a card cannot be charged, we will contact you directly and send reminders. Payment must be made promptly to avoid service suspension.

3. Cancellations & Rescheduling

  • Cancellations must be made at least 48 hours in advance.

  • Late cancellations may incur up to 50% of the booking fee.

  • Same-day cancellations or missed appointments may be charged at 100% of the service fee.

  • Same-day rescheduling will incur a £20 administration fee.

  • Fees will be charged automatically when applicable, and you will be notified.

4. Service Access & Client Responsibilities

  • Clients must provide safe and timely access to premises.

  • Residential and commercial clients must maintain safe, reasonably hygienic conditions.

  • Clients booking dog walking services must provide complete information about their pets, including health conditions, behavioural issues, and special needs.

  • Inform us of any hazards, pets, or special instructions in advance.

  • We may suspend or refuse services if conditions are unsafe.

5. Scope of Services & Limitations

  • Services are carried out to a high professional standard, but we do not guarantee removal of permanent stains, mould, or pre-existing damage.

  • Deep cleans, one-off cleans, or commercial services may require specialist equipment; any limitations will be communicated prior to booking.

  • Dog walking services are conducted with care; we are not liable for pre-existing health or behavioural issues in pets unless disclosed in advance.

6. Refunds & Complaints

  • Refunds are only issued if, after investigation, we are found at fault.

  • Complaints must be reported within 24 hours of service. Complaints after this period are harder to resolve; we may offer a free re-do clean instead of a refund.

  • If a complaint has already been resolved via a re-do or discount, no further refund will be issued.

  • All complaints are treated with utmost priority.

7. Staff Privacy

  • All staff undergo basic DBS checks where applicable.

  • Clients may request to view DBS details via the office email; staff may decline to share.

  • Contact outside working hours (6:00 AM – 6:00 PM, Mon–Fri) or attempts to locate staff online may result in service suspension or legal action.

8. Photo Waiver

  • Cleaners may take photos of completed work for marketing and complaint resolution.

  • Clients may opt-out of public sharing, but internal use for quality control is retained.

  • By booking a service, you consent to photographs being taken unless opting out in writing.

9. Data Protection

  • Client information is stored securely in compliance with UK GDPR and is retained for up to 6 months after the service ends.

  • Data is used for booking, billing, service delivery, and complaint resolution.

  • Requests for access, correction, or deletion of personal data can be made via Admin@noblecleaning.co.uk.

10. Liability & Insurance

  • We hold appropriate public liability insurance.

  • We are not liable for pre-existing damage, loss, or events outside our reasonable control.

  • Clients are responsible for securing valuables, sensitive equipment, or fragile items.

11. Legal Compliance & Governing Law

  • This Policy forms a legal contract between the client and Noble Cleaning & Dog Walking Services Limited.

  • It is governed by the laws of England and Wales, and disputes will be subject to their courts.

  • By booking, clients agree to this Policy and all other publicly available policies on our website.

12. Contact Information

For questions about this Booking Policy or to request a printable version, contact:

Email: Admin@noblecleaning.co.uk
Company: Noble Cleaning & Dog Walking Services Limited

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