Cleaning Service Terms

General Service Scope
Cleaning services provided through Rose Solano Limited are designed to deliver thorough and
professional cleaning within the time allocated and based on the service selected at the time of
booking.
The exact tasks carried out will depend on the service booked and the condition of the property.

Utilities Requirement
Customers must ensure that electricity and running water are available at the property
during the cleaning appointment. If these utilities are unavailable, the service may not be able to
proceed as planned.

Furniture and Heavy Items
Cleaners may move light, movable items where reasonably necessary to perform
cleaning tasks. However, items weighing more than 15kg will not be moved under any
circumstances.
Large furniture, appliances, and heavy items will be cleaned around and beneath only where
safely accessible. Cleaners will not move heavy, unstable, or fragile items.
Customers are responsible for ensuring that any furniture, fixtures, appliances, ornaments, or
other items within the property are secure, stable, and suitable for cleaning to take place
around them.
Rose Solano Limited accepts no responsibility for damage arising from:
● unstable or poorly secured furniture or fixtures
● fragile or delicate items left within working areas
● items that shift, fall, or break during normal cleaning activity
● damage caused by attempts to move heavy or unsafe items
Customers should remove or secure any valuable, delicate, or sentimental belongings prior
to the cleaning appointment.
All cleaning services arranged through the Company are carried out by independent
subcontractors operating as separate self-employed businesses. Any claims relating to
damage must be addressed through the responsible contractor and their insurance provider
where applicable.

Appliances and Internal Areas
Cleaning inside appliances or storage areas is not included as standard unless specifically
requested at the time of booking.
Additional services may include:
● Oven cleaning
● Inside fridge or freezer cleaning
● Inside cupboards or wardrobes

These services may incur additional charges and must be requested prior to the appointment.

Specialist Cleaning Services
Some cleaning tasks require specialist products, equipment, or additional time. These services
must be requested in advance and may be quoted separately.
Examples include:
● Heavy limescale removal
● Mould treatment
● Stain removal
● Paint or building residue removal

While cleaners will make reasonable efforts, removal of mould, stains, limescale, or other
heavy build-up cannot be guaranteed.

Property Condition
Cleaning services are carried out based on the condition described when the booking is made.
If the property is in significantly worse condition than expected, additional time or charges may
be required in order to complete the service to a reasonable standard.

Access and Preparation
Customers are responsible for ensuring the property is accessible at the agreed appointment
time.
Where internal areas such as cupboards or appliances are requested to be cleaned, these
areas should be emptied prior to the cleaner’s arrival.
Completion of Service
Cleaning services are completed within the time booked. The service provided will focus on
achieving the best possible result within the time allocated and the condition of the property.

Damage & Liability Policy

Contractor Responsibility

Cleaning services arranged through Rose Solano Limited are carried out by independent subcontractors who operate as separate self-employed businesses. These contractors are responsible for their own work and must hold valid public liability insurance.

In the event that damage occurs during a cleaning service, any claim must be handled through the contractor responsible for the work and their insurance provider.

Reporting Damage

Any damage, breakage, or issue believed to have occurred during a cleaning service must be reported to us within 48 hours of the service being completed.

Reports made after this timeframe may not be investigated or accepted, as it becomes difficult to verify when or how the damage occurred.

Evidence and Verification

We may request supporting information when investigating any damage claim, including photographs or additional details. If it cannot be reasonably established that damage occurred during the cleaning service, no liability will be accepted.

Pre-Existing or Fragile Items

We are not responsible for damage involving:

Items that are already worn, fragile, loose, or poorly secured
Fixtures, fittings, or surfaces that are deteriorated or improperly installed
Pre-existing damage within the property

Customers are responsible for ensuring that fragile or valuable items are safely stored before the cleaning service takes place.

Valuable or Delicate Items

If a property contains high-value, delicate, or irreplaceable items such as antiques, artwork, ornaments, or specialist materials, customers should remove or secure these items before the cleaning appointment.

We cannot accept liability for accidental damage to such items where they remain present in working areas.

Access and Property Condition

The Company is not responsible for damage resulting from unsafe environments, poor property condition, or inaccessible working areas.

Limitation of Liability

To the fullest extent permitted by law, Rose Solano Limited shall not be liable for any loss, damage, cost, or claim arising from cleaning services carried out by independent subcontractors.

All cleaning services arranged through the Company are performed by independent self-employed contractors who operate as separate businesses. These contractors are solely responsible for their work, conduct, equipment, and any damage or loss arising from the services they provide.

Any claims relating to damage, loss, or property issues must be addressed directly with the contractor responsible for the service and their insurance provider.

The Company shall not be responsible for:

Damage caused by contractor negligence or error
Loss or damage to fragile, delicate, valuable, or unsecured items
Pre-existing damage, wear and tear, or poor property condition
Damage resulting from faulty fittings, loose fixtures, or unstable items
Issues arising from inaccurate information provided at the time of booking
Indirect losses, loss of income, business interruption, or consequential damages

Customers are responsible for ensuring that valuables, fragile items, and sensitive belongings are removed or secured before the cleaning service takes place.

Where a claim cannot be reasonably verified as occurring during the cleaning service, no liability will be accepted.

Nothing in these terms excludes or limits liability where such exclusion would be unlawful under the laws of England and Wales.

Refund & Cancellation Policy

1. Introduction

This policy outlines the cancellation, rescheduling, and refund terms for services booked with Rose Solano Limited.

By booking a service with us, you agree to the terms set out in this policy.

2. Booking Confirmation

All cleaning services must be paid in full prior to the scheduled service, unless otherwise agreed.

A booking is considered confirmed once payment has been received and the appointment has been scheduled.

3. Cancellation Policy

24-Hour Cancellation

Customers may cancel or reschedule a booking free of charge if at least 24 hours’ notice is provided before the scheduled appointment time.

Same-Day Cancellation

If a booking is cancelled less than 24 hours before the scheduled service, a 50% cancellation fee will apply.

This fee covers administrative costs and the loss of a reserved time slot.

No Access / Failed Appointment

If our cleaning team arrives at the property and:

Cannot gain access
The booking cannot proceed due to circumstances outside our control
The customer fails to provide necessary access arrangements

The appointment will be treated as a same-day cancellation, and 50% of the service cost may be retained.

4. Rescheduling

Where possible, customers may request to reschedule their booking.

Rescheduling requests made more than 24 hours before the appointment will normally be accommodated without additional charges, subject to availability.

Requests made within 24 hours of the scheduled appointment may be treated as a cancellation and rebooking.

5. Refunds

Refunds may be issued in limited circumstances, including where:

The service cannot be delivered by Rose Solano Limited
A booking is cancelled with sufficient notice (more than 24 hours before the appointment)
A refund is considered appropriate following a review of the situation

Refunds are not normally issued for services that have already been completed.

6. Service Complaints

If you are dissatisfied with a service provided, you must notify us within 48 hours of the service being completed.

All complaints will be reviewed by Rose Solano Limited. Where appropriate, we may offer a reasonable resolution at our discretion.

Rose Solano Limited does not guarantee re-cleans or refunds for completed services.

Complaints raised after 48 hours may not be eligible for review.

7. Service Limitations

While we aim to provide high-quality cleaning services, we cannot guarantee the removal of:

Permanent staining
Pre-existing damage
Wear and tear
Issues beyond normal cleaning capability

8. Changes to This Policy

Rose Solano Limited reserves the right to update this policy from time to time. The latest version will always be available on our website.

9. Contact Information

For cancellations, rescheduling, or refund enquiries, please contact:

Rose Solano Limited
110 Lowtown
Pudsey
United Kingdom
LS28 9AY

Email: info@rosesolano.co.uk

Cookie Policy

1. Introduction

This Cookie Policy explains how Rose Solano Limited (“we”, “our”, or “us”) uses cookies and similar technologies when you visit our website.

Cookies help us improve the functionality, performance, and user experience of our website.

By continuing to use our website, you agree to our use of cookies as described in this policy.

2. What Are Cookies

Cookies are small text files stored on your device (computer, tablet, or mobile phone) when you visit a website.

They allow the website to recognise your device and remember certain information about your visit, such as preferences or pages viewed.

Cookies do not typically identify you personally but may be linked to personal data you provide.

3. Types of Cookies We Use

Essential Cookies

These cookies are necessary for the website to function properly. They enable core features such as security, page navigation, and access to certain areas of the website.

Without these cookies, the website may not function correctly.

Performance and Analytics Cookies

These cookies help us understand how visitors use our website by collecting anonymous information such as:

Pages visited
Time spent on pages
Website performance
Visitor interactions

This helps us improve our website and services.

Functional Cookies

Functional cookies allow the website to remember choices you make, such as form information or preferences, to improve your experience when returning to the site.

4. Third-Party Cookies

Some cookies may be placed by third-party services used on our website, such as:

Website analytics tools
Booking or scheduling platforms
Embedded maps or media content

These third parties may collect information in accordance with their own privacy policies.

5. Managing Cookies

Most web browsers allow you to control or disable cookies through your browser settings.

You can:

Delete existing cookies
Block certain cookies
Configure alerts when cookies are placed

Please note that disabling cookies may affect the functionality of some parts of the website.

Information on managing cookies can usually be found in your browser’s help section.

6. Changes to This Cookie Policy

We may update this Cookie Policy from time to time to reflect changes to our website or legal requirements.

The latest version will always be available on our website.

7. Contact Information

If you have any questions about this Cookie Policy, please contact:

Rose Solano Limited
110 Lowtown
Pudsey
United Kingdom
LS28 9AY

Email: info@rosesolano.co.uk

Privacy Policy

1. Introduction

Rose Solano Limited (“the Company”, “we”, “our”, or “us”) is committed to protecting your personal data and respecting your privacy.

This Privacy Policy explains how we collect, use, store, and protect your personal information when you use our website or book our services.

By using our website or services, you agree to the collection and use of information in accordance with this policy.

2. Company Details

Data Controller: Rose Solano Limited

Registered Address:
110 Lowtown
Pudsey
United Kingdom
LS28 9AY

Company Number: 16693839

Email: info@rosesolano.co.uk

For any questions regarding this Privacy Policy or how your data is handled, please contact us using the email above.

3. Information We Collect

We may collect and process the following personal data:

Personal Identification Information

Name
Email address
Phone number
Billing address
Property address for cleaning services

Booking Information

Service details
Appointment dates and times
Property access instructions
Cleaning preferences or notes

Payment Information

Payment details may be collected through secure third-party payment processors. We do not store full card details on our systems.

Website Usage Data

When you visit our website, we may collect:

IP address
Browser type
Device information
Pages visited
Website usage statistics

This information helps us improve our website and services.

4. How We Use Your Information

We use your personal data for the following purposes:

To process and manage cleaning service bookings
To communicate with you regarding appointments
To process payments
To respond to enquiries or customer support requests
To improve our services and website functionality
To comply with legal or regulatory obligations

We only collect and use personal data where we have a lawful basis to do so.

5. Legal Basis for Processing

Under UK GDPR, we rely on the following lawful bases for processing your data:

Contractual necessity
To provide the cleaning services you have requested.

Legitimate interests
To operate and improve our business, manage bookings, and respond to customer enquiries.

Legal obligations
To comply with legal and financial record-keeping requirements.

6. Sharing Your Information

We may share your information with:

Subcontractors

Cleaning services may be performed by independent subcontractors engaged by the Company. Relevant booking details may be shared with them so they can carry out the service.

Payment Providers

Secure third-party payment processors used to process payments.

Legal or Regulatory Authorities

Where required by law or to protect our legal rights.

We do not sell or rent your personal data to third parties.

7. Data Security

We take reasonable technical and organisational measures to protect personal data from:

Unauthorised access
Loss
Misuse
Disclosure

Access to customer information is limited to individuals who require it in order to perform their work.

8. Data Retention

We retain personal data only for as long as necessary for the purposes for which it was collected, including:

Providing services
Managing customer relationships
Meeting legal or tax obligations

Once the data is no longer required, it will be securely deleted or anonymised.

9. Your Data Protection Rights

Under UK data protection law, you have the right to:

Access the personal data we hold about you
Request correction of inaccurate information
Request deletion of your personal data where appropriate
Request restriction of processing
Object to certain uses of your data
Request transfer of your data to another provider

To exercise these rights, please contact us at:
info@rosesolano.co.uk

10. Cookies

Our website may use cookies and similar technologies to improve user experience and analyse website traffic.

Further details about how cookies are used will be provided in our Cookie Policy.

11. Third-Party Websites

Our website may contain links to third-party websites. We are not responsible for the privacy practices or content of those external websites.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or business operations.

The most recent version will always be available on our website.

13. Complaints

If you believe your personal data has been handled improperly, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO).

Website: https://ico.org.uk

However, we encourage you to contact us first so we can resolve any concerns.

Terms and Conditions

1. Company Information

These Terms and Conditions apply to services provided by Rose Solano Limited (“the Company”, “we”, “our”, or “us”).

Company details:

Company Name: Rose Solano Limited
Registered Address: 110 Lowtown, Pudsey, United Kingdom, LS28 9AY
Company Number: 16693839
Email: info@rosesolano.co.uk

By booking services with the Company, the client (“Customer”, “you”, or “your”) agrees to be bound by these Terms and Conditions.

2. Services

Rose Solano Limited provides professional cleaning services including, but not limited to:

Residential cleaning
Commercial cleaning
End of tenancy cleaning
Airbnb and short-term rental cleaning
Deep cleaning and specialist cleaning services

Services are available across West Yorkshire.

The Company may engage independent subcontractors to perform the cleaning services. These subcontractors are not employees of the Company but operate as independent contractors.

3. Booking Services

Customers may book services through:

The Company website
Email
Telephone

All bookings are subject to availability and confirmation by the Company.

The Company reserves the right to refuse or cancel bookings where necessary, including where accurate information has not been provided or where access cannot be safely arranged.

4. Pricing

All prices provided by the Company are based on the information supplied by the Customer at the time of booking.

If the actual condition of the property or the scope of work differs significantly from the information provided, the Company reserves the right to:

Adjust the price accordingly, or
Decline to proceed with the service.

Any additional work requested outside the original booking may incur additional charges.

5. Payment Terms

Payment for services must be made in advance of the scheduled cleaning appointment unless otherwise agreed.

The Company accepts payment via various methods including:

Debit or credit card
Bank transfer
Other available payment methods displayed at checkout

For recurring or repeat services, the Company may offer subscription-based payment arrangements.

Failure to make payment before the scheduled service may result in cancellation of the booking.

6. Cancellations and Rescheduling

Customers may cancel or reschedule a booking subject to the following conditions:

24 hours or more notice: No cancellation fee applies.
Same-day cancellation: A charge of 50% of the scheduled service price will apply.

Cancellations must be made via email, phone, or through the website where applicable.

7. Access to the Property

Customers must ensure that the cleaner has safe and timely access to the property at the agreed appointment time.

Where access cannot be provided or the cleaner cannot enter the property, the Company reserves the right to charge 50% of the scheduled service fee.

Customers may choose to provide keys, access codes, or entry instructions. Where provided, customers remain responsible for ensuring these details are accurate and valid.

8. Complaints

If a customer is dissatisfied with a service, they must notify the Company within 48 hours of the service being completed.

Complaints received after this period may not be investigated.

The Company will review all complaints and may request additional information, including photographs, where necessary.

The Company does not guarantee free re-cleans.

9. Damage Reporting

Any damage believed to have occurred during a service must be reported within 24 hours of the cleaning appointment.

Failure to report damage within this timeframe may limit the Company’s ability to investigate the claim.

The Company may request supporting evidence including photographs or descriptions of the alleged damage.

10. Insurance

Subcontractors engaged by the Company are required to maintain appropriate public liability insurance while performing services.

Customers may request confirmation of insurance where necessary.

11. Photographs and Service Documentation

For quality control, documentation, or dispute resolution purposes, cleaners or subcontractors may take photographs before, during, or after the cleaning service.

These images may include areas of the property relevant to the service provided but will not intentionally capture personal or sensitive information.

12. Customer Responsibilities

Customers agree to:

Provide accurate information regarding the property and cleaning requirements.
Ensure safe working conditions within the property.
Secure or remove valuable or fragile items prior to the cleaning service.
Provide clear access to the property at the agreed time.

The Company shall not be responsible for pre-existing damage or items that are improperly secured.

13. Limitation of Liability

To the fullest extent permitted by law, Rose Solano Limited shall not be liable for:

Loss or damage resulting from inaccurate information provided by the Customer
Loss of earnings, business interruption, or indirect damages
Delays caused by circumstances outside the Company’s control

Nothing in these Terms shall exclude liability where it cannot legally be excluded under the laws of England and Wales.

14. Use of Subcontractors

Cleaning services may be carried out by independent subcontractors engaged by the Company.

These subcontractors operate independently and are responsible for their own insurance, tax obligations, and working arrangements.

15. Changes to These Terms

The Company reserves the right to update or amend these Terms and Conditions from time to time.

Any updated Terms will be published on the Company website and will apply to future bookings from the date of publication.

16. Governing Law

These Terms and Conditions shall be governed by and interpreted in accordance with the laws of England and Wales.

Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.