Terms & Conditions

These terms apply to cleaning services provided by Zerago Cleaning Services, East Court House, Greenstead Road, Colchester, Essex CO1 2WG ("we", "us"). By accepting a quote you agree to them. If you run a business, the business-customer terms below apply as well.

1. Quotes

Every quote is free and lists what is included. A quote is valid until the date shown on it. The price agreed when you book is the price you pay for that job, even if our prices change later. Work outside the agreed scope is quoted separately before we do it.

2. Booking and deposits (home customers)

For homeowners and tenants, a booking is confirmed when we receive the deposit shown on your quote. We do not schedule the job or assign cleaners before the deposit is paid. You receive a VAT receipt for the deposit, and after the job passes inspection you receive an invoice for the balance.

3. Payment

We take payment by bank transfer only. Use the reference we give you (your booking or invoice number), then upload your receipt in the customer portal so we can match it quickly. Prices include VAT at the current rate where it applies. Business customers receive one consolidated invoice per month, payable within 30 days.

4. Cancelling or changing a booking

• More than 24 hours before the start time: we refund your deposit in full.
• 24 hours or less before the start time: the deposit is kept, because the team has been booked and other work turned away.
• To change the date or time, contact us as early as possible and we will offer the nearest available slot.

5. Access and the property

You must give us safe access at the agreed time, with working electricity and running hot water. If we cannot get in, or the property is not safe to clean, the visit may count as a late cancellation. Please tell us about anything fragile, valuable or needing special care before the clean. Only the supervisor on your job receives your access details.

6. Our quality promise

Every job is worked to a checklist, inspected and photographed. If anything within the agreed scope was missed, tell us within 48 hours and we will come back and re-clean those areas free of charge. Rework is never charged for. Some marks, stains and damage cannot be removed by cleaning; where we expect this we will tell you before or during the job.

7. Liability

We carry public liability insurance. If we damage your property while working, tell us within 48 hours with photos and we will investigate and put it right or compensate you fairly. We are not responsible for existing damage or wear, items that were not secured, or loss caused by inaccurate information about the property. Nothing in these terms limits liability that cannot be limited by law, and your statutory rights as a consumer are not affected.

8. Business customers

For letting agents, landlords, Airbnb hosts, offices and developers: each property is booked with its own booking request and purchase order number; prices are taken from your agreed price list; no deposit is needed; jobs are invoiced in the month their inspection passes, on one invoice per month.

9. Complaints

If you are not happy, please contact us. We reply the same day on weekdays and will tell you how and when we will put things right.

10. Law

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