Terms & Conditions

1. Services

Lilac Luxe provides eco-friendly domestic and short-term rental cleaning services. The scope of each service is agreed at the time of booking.

 

2. Bookings

Bookings can be made via our website, email, or direct communication. All bookings are subject to availability and confirmation.

 

3. Access to Property

Clients must ensure access to the property at the scheduled time. Access can be provided via:

• client presence

• key safe

• third-party arrangement

If access is not available, the booking may be charged in full.

 

4. Cancellations

Cancellations must be made at least 24 hours in advance. Cancellations made within 24 hours may be charged up to the full service amount.

 

5. Payment

Payment terms will be confirmed at the time of booking. Payment is required prior to the  scheduled service unless agreed otherwise.

 

6. Condition of Property

Clients are expected to provide a safe and accessible working environment. We reserve the right to refuse service if conditions are unsafe or unsuitable.

 

7. Valuables

Clients are responsible for securing valuable or fragile items prior to the service. Lilac Luxe cannot be held responsible for pre-existing damage or items not safely stored.

 

8. Liability

Lilac Luxe is fully insured. In the unlikely event of damage, clients must notify us within 24 hours of service completion. Claims will be assessed and resolved appropriately.

 

9. Products

We use eco-friendly cleaning products. If clients request specific products, they must notify us in advance.

 

10. Subcontractors

Lilac Luxe may use trained and vetted subcontractors to deliver services. All work is carried out under our standards and supervision.

 

11. Delays

While we aim to arrive on time, delays may occur due to traffic or previous bookings. Clients will be informed where possible.

 

12. Satisfaction

If you are not satisfied with any aspect of the service, please contact us within 24 hours and we will aim to resolve the issue.

 

13. Right to Refuse Service

We reserve the right to refuse or discontinue a service if:

• conditions are unsafe

• inappropriate behaviour occurs

• the environment presents a risk to staff

 

14. Changes to Terms

Lilac Luxe reserves the right to update these Terms & Conditions at any time.

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15. Access and Liability Clause

1. The client is responsible for providing safe and adequate access to the property at the agreed time.

2. If access is not possible, or if the cleaning team is unable to enter the property, the full service fee may still be charged. Lilac Luxe is not responsible for any delay or inability to perform the service due to lack of access, unsafe conditions, or circumstances beyond our control.

3. Clients are advised to secure valuables and fragile items prior to the service. Lilac Luxe is not liable for pre-existing damage or items not safely stored.

 

16. Safety and Service Suitability Clause

Lilac Luxe reserves the right to refuse or discontinue a service if the environment is deemed unsafe, unsuitable, or significantly different from the description provided at the time of booking. This includes, but is not limited to, excessive clutter, hazardous conditions, pest infestations, or any situation that may pose a risk to the cleaning team. In such cases, a partial or full charge may apply depending on the circumstances.

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​17. Photos

Lilac Luxe may take operational before-and-after photographs for quality assurance, training, insurance, and service verification purposes. Such photographs will not be used publicly without the client's explicit consent.

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​18. Complaints

Any concerns must be reported within 24 hours of service completion.