Terms & Conditions

Last Updated: March 2025 | Version: 2.1

1 Company Information

Dalyan Rose Limited (trading as Dalyan Rose Service)

• Registered Company No: 16712931
• Registered Address: 128 City Road, London, United Kingdom, EC1V 2NX
• Contact Email: info@dalyanroseproperty.com
• Contact Phone: 0203 092 7725
• Insurance: Public Liability Insurance up to £5,000,000 (policy available on request)

2 Definitions and Interpretation

In these Terms and Conditions, the following definitions apply:

• "We", "us", "our" – Dalyan Rose Limited (trading as Dalyan Rose Service), company number 16712931
• "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

3 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 Quotes and Bookings

4.1 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.

4.2 Booking Confirmation

A binding contract between you and Dalyan Rose Limited 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 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

5 Pricing and Payment

5.1 Standard Pricing

All prices are in GBP (£). Our standard pricing is:

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

5.2 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

5.3 Payment Methods

We accept all major credit and debit cards via Stripe. Payments are processed securely and we never store your card details. For more information, see Stripe's Privacy Policy.

5.4 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

5.5 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

6 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

6.1 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.

6.2 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.

7 Access to Property

7.1 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)

7.2 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

7.3 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.

8 Our Guarantee

8.1 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

8.2 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

8.3 Variation of Services

If our cleaner determines that certain tasks cannot be safely or effectively completed (e.g., inaccessible areas, hazardous conditions), we reserve the right to exclude these from the service without refund for that specific element.

9 Staff and Subcontracting

9.1 Our Team

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

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

9.2 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.

9.3 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.

10 Damages and Insurance

10.1 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.

10.2 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

10.3 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.

11 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

12 Complaints Procedure

12.1 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

12.2 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

13 Data Protection and Privacy

We take your privacy seriously. Our handling of your personal data is governed by our Privacy Policy, which forms part of these Terms and Conditions.

Key points:

• We only collect data necessary for providing our services
• Payment data is handled securely by Stripe (we never see your card details)
• We do not sell or share your data for marketing
• You have rights to access, correct, and delete your data

14 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

15 Website Usage

15.1 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.

15.2 Intellectual Property

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

16 Limitation of Liability

To the maximum extent permitted by law, Dalyan Rose Limited 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.

17 General Legal Provisions

17.1 Entire Agreement

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

17.2 Severability

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

17.3 Waiver

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

17.4 Assignment

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

18 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.

19 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

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