Legal Information

Last Updated: March 2025 | Version: 2.0

1.1 Who We Are

Dalyan Rose Service is a trading name of [YOUR COMPANY NAME] Ltd, a company registered in England and Wales.

• Registered Company No: [YOUR COMPANY NUMBER]
• Registered Address: [YOUR FULL REGISTERED ADDRESS]
• VAT Registration No: [IF REGISTERED]
• Trading Address: London, United Kingdom
• Contact Email: info@dalyanroseproperty.com
• Contact Phone: 0203 092 7725
• WhatsApp: 07939 665756
• Business Hours: Monday–Saturday, 8am–8pm
• Insurance: Public Liability Insurance up to £5,000,000 (policy available on request)

2.1 What Data We Collect

2.1.1 When you use our quote calculator:

• Your name and email address
• Your phone number (if provided)
• Your property address
• Service preferences (cleaning type, date, time, extra rooms)
• Any special instructions or notes

2.1.2 When you make a booking:

• All quote information above
• Payment confirmation (via Stripe – we never see your card details)
• Booking reference number (DR-XXXXXX)

2.1.3 When you contact us:

• Name and contact details you provide
• Contents of your message

2.1.4 Automatically collected:

• IP address
• Browser type and version
• Pages you visit on our site
• Time and date of visit
• Referring website

2.2 How We Use Your Data

Purpose	Data Used	Legal Basis
Provide quotes and process bookings	Name, email, address, service details	Contract performance
Process payments	Payment amount, booking reference	Contract performance
Send booking confirmations	Email, booking details	Contract performance
Send "Book & Pay Later" emails	Email, booking summary	Legitimate interest
Send requested quotes via email	Email, quote details	Consent
Improve our website	Analytics data	Legitimate interest
Marketing (only with consent)	Email, name	Consent

2.3 Payment Processing (Stripe)

All payments are processed securely by Stripe. We never store or have access to your credit card details. Stripe handles all payment data in accordance with PCI-DSS standards.

When you pay, Stripe receives:

• Payment amount
• Booking reference
• Your email address (for receipt)

For more information, see Stripe's Privacy Policy.

2.4 Email Communications

We use Web3Forms to send emails when you:

• Request a quote
• Choose "Book & Pay Later"
• Contact us via our form

These emails contain only the information you provided. We do not add you to marketing lists unless you explicitly opt in.

2.5 Data Retention

Data Type	Retention Period
Quotes (not booked)	14 days
Booking requests ("Pay Later")	48 hours (payment link expiry)
Completed bookings	6 years (HMRC requirement)
Contact form messages	1 year
Analytics data	26 months

2.6 Your Rights Under GDPR

Under UK GDPR, you have the following rights:

1. Right to Access – Request a copy of the data we hold about you
2. Right to Rectification – Correct inaccurate data
3. Right to Erasure – Request deletion of your data ("right to be forgotten")
4. Right to Restriction – Limit how we use your data
5. Right to Data Portability – Receive your data in a machine-readable format
6. Right to Object – Object to processing based on legitimate interests
7. Rights related to automated decision-making – Including profiling

To exercise any of these rights, please contact us at info@dalyanroseproperty.com. We will respond within 30 days.

2.7 Third-Party Services

We use the following third-party services. Each has its own privacy policy:

• Stripe – Payment processing
• Web3Forms – Email delivery
• Google Analytics – Website analytics
• Google Fonts – Typography (no data collected)
• Font Awesome – Icons (no data collected)

2.8 Data Security

We implement appropriate technical and organizational measures to protect your data, including:

• SSL/TLS encryption for all data transmission
• Regular security updates
• Limited access to personal data
• Secure hosting environment
• Staff training on data protection

3.1 What Are Cookies?

Cookies are small text files that are placed on your device when you visit a website. They help the website function properly, remember your preferences, and provide information to the website owners.

3.2 How We Use Cookies

Cookie Type	Purpose	Duration
Essential Cookies	Remember your quote selections during your visit	Session only
Google Analytics	Track how visitors use our site (anonymous)	26 months
Stripe Cookies	Secure payment processing	Varies

3.3 Google Analytics

This website uses Google Analytics, a web analytics service provided by Google Inc. Google Analytics uses cookies to help us analyze how users interact with our site. The information generated by the cookie about your use of the website (including your IP address) will be transmitted to and stored by Google on servers in the United States.

We have activated IP anonymization on this website, which means Google will truncate/anonymize your IP address within member states of the European Union or other parties to the Agreement on the European Economic Area before transmission to the US.

3.4 Managing Cookies

You can control and/or delete cookies as you wish. You can delete all cookies that are already on your computer and you can set most browsers to prevent them from being placed. However, if you do this, you may have to manually adjust some preferences every time you visit a site and some services and functionalities may not work.

To learn more about cookies and how to manage them, visit www.aboutcookies.org.

3.4.1 Browser Settings:

• Chrome: Settings → Privacy and Security → Cookies and other site data
• Firefox: Options → Privacy & Security → Cookies and Site Data
• Safari: Preferences → Privacy → Cookies and website data
• Edge: Settings → Cookies and site permissions

3.5 Opting Out of Google Analytics

You can opt out of Google Analytics by installing the browser add-on available at: https://tools.google.com/dlpage/gaoptout

4.1 Definitions and Interpretation

In these Terms and Conditions, the following definitions apply:

• "We", "us", "our" – Dalyan Rose Service
• "You", "your", "customer" – The person or organisation booking our services
• "Booking" – A confirmed appointment for our services
• "Quote" – An estimated price provided via our online calculator or email
• "Services" – Cleaning, electrical, painting, or other property maintenance work provided by us
• "Booking Reference" – The unique identifier starting with DR- assigned to your booking

4.2 Our Services

We provide the following cleaning and property maintenance services across South London:

• End of Tenancy Cleaning – Deep cleaning to inventory standards
• Deep Cleaning – Intensive one-off cleaning
• Regular Cleaning – Weekly, fortnightly, or monthly maintenance
• After Builders Cleaning – Post-renovation clean-up
• Event Cleaning – Pre and post-event cleaning
• Commercial Cleaning – Office and business spaces
• Electrical Services – EICR, PAT testing, repairs
• Painting & Decorating – Interior and exterior

We reserve the right to refuse any service at our discretion.

4.3 Quotes and Bookings

4.3.1 Quote Validity

All quotes provided through our online calculator are valid for 14 days from the date of issue. After this period, prices may be subject to change without notice.

4.3.2 Booking Confirmation

A binding contract between you and Dalyan Rose Service is formed when:

1. You have completed payment via our secure payment system; OR
2. You have requested "Book & Pay Later" and we have confirmed your booking via email

Important: For "Book & Pay Later" requests, we reserve the right to release the booking time if payment is not received within 48 hours, particularly during peak periods.

4.3.3 Accuracy of Information

You are responsible for ensuring all information provided (property size, number of rooms, access instructions) is accurate. If significant discrepancies are found on arrival, we reserve the right to:

• Recalculate the quote and charge the difference
• Reschedule the booking if the required time exceeds availability

4.4 Pricing and Payment

4.4.1 Standard Pricing

All prices are in GBP (£) and include VAT where applicable. Our standard pricing is:

Service	Flat	House
End of Tenancy	£230	£280
Deep Clean	£180	£230
After Builders	£210	£260
Regular Cleaning	£25/hour

4.4.2 Extra Room Charges

Additional rooms beyond the first bedroom and bathroom are charged at:

• Extra bedroom: £35
• Extra bathroom: £30
• Other rooms (study, dining, office): £20

4.4.3 Payment Methods

We accept all major credit and debit cards via Stripe. Payments are processed securely and we never store your card details.

4.4.4 Price Changes

We reserve the right to change prices at any time. Bookings already confirmed are honoured at the quoted price, except where:

• The scope of work has significantly changed
• Additional services are requested on the day
• The property condition requires substantially more time than quoted

4.4.5 Additional Charges

If our cleaner determines that the job requires more time than booked, we will:

1. Contact you for approval before proceeding
2. Charge the additional time at the standard hourly rate (£25/hour)
3. Provide an updated invoice

4.5 Cancellation and Rescheduling Policy

Notice Period	Cancellation Fee	Rescheduling Fee
More than 48 hours	✅ No fee	✅ Free
24-48 hours	✅ No fee	✅ Free
Less than 24 hours	⚠️ £25	⚠️ £15 (if time permits)
No-show (no access/communication)	⚠️ £25 + travel costs (minimum £35)
Cleaner turned away on arrival	⚠️ Full booking amount

4.5.1 How to Cancel Correctly

To ensure your cancellation is processed:

• Phone: 0203 092 7725 (during business hours)
• Email: info@dalyanroseproperty.com (with "CANCELLATION" in subject line)
• Booking reference must be included

Cancellations are effective from the time we receive your email or phone call. Cancellations via social media DMs are not accepted.

4.5.2 Refunds

If a refund is due, it will be processed within 5-7 working days to the original payment method. Refunds may take additional time depending on your bank or card provider.

4.6 Access to Property

4.6.1 Access Arrangements

You must provide safe and unobstructed access to the property at the agreed time. This includes:

• Working lifts if applicable
• Clear pathways
• Available parking (any parking costs incurred will be added to your invoice)

4.6.2 Keys and Entry Codes

If you provide keys:

• Keys are securely stored and tracked
• We accept liability for lost keys up to £50 (proof of replacement cost required)
• Collection/delivery of keys outside of booking times may incur a £15 fee

4.6.3 Security

Please secure any valuables, sensitive documents, or irreplaceable items before our visit. While our staff are fully vetted and insured, we cannot accept liability for items not secured.

4.7 Our Guarantee

4.7.1 Satisfaction Guarantee

We stand behind the quality of our work. If you are not satisfied with any aspect of our service:

1. Contact us within 24 hours of the service completion
2. Provide photos and specific details of the issue
3. We will arrange a return visit within 7 days at no cost to rectify the issue

4.7.2 Limitations of Guarantee

Our guarantee does not cover:

• Areas not specified in the original booking
• Pre-existing damage, stains, or wear and tear
• Issues reported after 24 hours
• Customer expectations that are unreasonable or not industry standard

4.8 Staff and Subcontracting

4.8.1 Our Team

Dalyan Rose Service employs directly or engages vetted, insured, and trained professionals. All staff:

• Undergo background checks
• Receive regular training
• Wear identifiable uniform
• Carry identification

4.8.2 Subcontracting

We reserve the right to use vetted subcontractors to fulfill bookings. All subcontractors are bound by the same quality standards, insurance requirements, and confidentiality obligations as our direct employees.

4.8.3 Cleaner Assignment

While we endeavour to send the same cleaner for regular bookings, we cannot guarantee the same individual each time due to holidays, sickness, or operational requirements. However, we guarantee the same quality standard.

4.9 Damages and Insurance

4.9.1 Our Liability

Our total liability to you for any claim arising from our services shall not exceed the total amount paid for the specific booking. We are insured with £5 million public liability insurance.

4.9.2 Damage Claims

If you believe we have caused damage:

1. Report within 24 hours with photographs
2. Provide description of the item and estimated value
3. We will investigate and respond within 7 working days
4. If liable, we will arrange repair, replacement, or compensation

4.9.3 Pre-existing Damage

We are not liable for pre-existing damage. We recommend noting any existing damage before our visit and informing us of fragile items.

4.10 Customer Responsibilities

You agree to:

• Provide accurate information when booking
• Secure any valuables or fragile items before our visit
• Inform us of any specific requirements or allergies
• Ensure pets are secured (we love animals, but for safety)
• Pay for services as agreed

4.11 Complaints Procedure

4.11.1 Making a Complaint

We value your feedback and take complaints seriously. To make a complaint:

1. Email complaints@dalyanroseproperty.com with your booking reference
2. Provide clear details and any supporting evidence (photos)
3. Allow up to 7 working days for initial response

4.11.2 Escalation

If you are not satisfied with our response:

1. Request escalation to a manager
2. We will review within a further 7 working days
3. If still unresolved, alternative dispute resolution may be available through the Ombudsman

4.12 Discount Codes and Promotions

From time to time, we may offer discount codes (e.g., WELCOME10, SAVE20). These are subject to:

• One code per booking
• Cannot be combined with other offers
• Valid for first-time customers only (unless stated otherwise)
• Expire as specified in the promotion
• No cash alternative

4.13 Website Usage

4.13.1 Accuracy

We strive to ensure all information on our website is accurate, but we do not guarantee that descriptions, pricing, or other content are error-free. We reserve the right to correct errors and update information at any time.

4.13.2 Intellectual Property

All content on this website (text, images, logos, design) is the property of Dalyan Rose Service and may not be reproduced without written permission.

4.14 Limitation of Liability

To the maximum extent permitted by law, Dalyan Rose Service shall not be liable for:

• Indirect or consequential losses
• Loss of data or profits
• Delay or failure to perform due to circumstances beyond our control

Our total liability shall not exceed the amount paid for the specific service in question.

4.15 General Legal Provisions

4.15.1 Entire Agreement

These Terms and Conditions, together with our Privacy Policy, constitute the entire agreement between you and Dalyan Rose Service. They supersede any prior agreements, representations, or understandings.

4.15.2 Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

4.15.3 Waiver

Our failure to enforce any right or provision of these Terms shall not constitute a waiver of such right or provision.

4.15.4 Assignment

You may not assign or transfer your rights or obligations under these Terms without our prior written consent.

4.16 Force Majeure

We shall not be liable for any failure or delay in performing our obligations where such failure or delay results from any cause beyond our reasonable control, including but not limited to:

• Acts of God, flood, drought, earthquake, or extreme weather
• Epidemic or pandemic
• Terrorist attack, civil unrest, or riots
• War or threat of war
• Fire, explosion, or accident
• Strike or industrial action
• Power or telecommunications failure
• Government restrictions or orders

If a force majeure event continues for more than 14 days, either party may cancel the affected booking with no liability to the other.

4.17 Governing Law and Jurisdiction

These Terms and any dispute arising out of or in connection with them shall be governed by and construed in accordance with the law of England and Wales.

The parties irrevocably agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms.

Cancellation Summary
Free cancellation period	Up to 24 hours before booking
Late cancellation fee	£25 (within 24 hours)
No-show fee	£25 + travel costs

© 2025 Dalyan Rose Service – All rights reserved
Home | Get a Quote | Contact