Terms & Conditions

ÉCLAT PROPERTY CARE
Terms & Conditions
Effective Date: 28th September 2026
Last updated: 29th September 2026
Business Name: Éclat Property Care
Telephone: +44 7349 918986
Email: Info@eclatpropertycare.co.uk
 
1. About These Terms
These Terms & Conditions set out the basis on which Éclat Property Care (“Éclat”, “we”, “us” or “our”) provides cleaning, property care and concierge services to customers (“you” or “the client”).
By booking or accepting our services, you agree to these Terms & Conditions together with any specific quotation or service agreement provided to you.
Where a specific quotation or written agreement contains terms that differ from these Terms & Conditions, the specific written agreement will take precedence.
Nothing within these Terms & Conditions is intended to limit or exclude any legal rights you may have as a consumer.
 
2. Our Services
Éclat Property Care provides a range of services which may include:

• Residential cleaning

• Regular cleaning

• Deep cleaning

• One-off cleaning

• End-of-tenancy cleaning

• Commercial cleaning

• Airbnb and holiday-let cleaning

• Property care and maintenance services

• Bespoke concierge services

• Other services agreed with the client

The exact services to be provided will be agreed before work begins and may be detailed within your quotation or booking confirmation.
Because every property is different, we may recommend a site visit before providing a final quotation.
 
3. Bespoke Quotations
We aim to provide accurate quotations based on the information available to us.
Where appropriate, quotations will be based on a site visit and an assessment of the property and the services required.
Unless otherwise stated, quotations are valid for 30 days from the date of issue.
A quotation may need to be amended where:

• The condition of the property differs materially from what was described or observed.

• Additional areas or services are requested.

• The scope of work changes.

• Circumstances arise that could not reasonably have been identified when the quotation was prepared.

Any significant additional work or cost will be discussed with you before it is carried out wherever reasonably possible.
 
4. Booking and Acceptance
A booking is considered confirmed once we have agreed the date, time and services with you.
For regular services, the agreed frequency will be recorded as part of your service arrangement.
We reserve the right to decline a booking where we reasonably consider that the requested work is unsuitable, unsafe or outside the services we provide.
 
5. Cleaning Standards
We aim to provide a consistently high standard of cleaning and property care, with services carried out with reasonable care and skill.
The result of cleaning can be affected by factors including:

• Age and condition of surfaces

• Existing stains or damage

• Limescale

• Grease and built-up dirt

• Wear and tear

• Previous cleaning products or treatments

• The type and condition of materials and surfaces

We cannot guarantee that every stain, mark or area of deterioration will be completely removed where doing so could risk damaging the surface.
Where a particular result cannot reasonably be guaranteed, we will explain this where possible.
 
6. Access to Your Property
You are responsible for providing safe and suitable access to the property at the agreed time.
This may include:

• Providing keys

• Providing access codes

• Ensuring someone is available to provide access

• Providing parking where reasonably necessary

Where keys are provided to us, we will take reasonable care of them and will not disclose access information unnecessarily.
Please notify us of any changes to access arrangements as soon as possible.
 
7. Property and Personal Belongings
We ask that valuable, fragile or particularly delicate items are safely stored or brought to our attention before services begin.
Where an item requires specialist care, please inform us before the service.
We will take reasonable care when working within your property. However, we cannot accept responsibility for damage to items that are inherently fragile, unstable, defective or already damaged where the damage could not reasonably have been identified beforehand.
 
8. Cleaning Products and Equipment
Éclat takes a naturally considered approach to cleaning and thoughtfully selects products based on the property, surface and task involved.
Where appropriate, we may use naturally derived, plant-based products and carefully selected essential oils.
However, the most appropriate product for a particular surface or cleaning task may vary.
We may use alternative products where reasonably necessary to achieve the agreed service safely and effectively, these products may not be naturally derived.
Clients should inform us of any known allergies, sensitivities, surface restrictions or product requirements before services begin.
 
9. Health and Safety
For the safety of our clients, our team and anyone else present at the property, we require a safe working environment.
We reserve the right to postpone or refuse work where we reasonably believe conditions are unsafe.
This may include situations involving:

• Hazardous substances

• Unsafe electrical equipment

• Structural hazards

• Excessive clutter preventing safe access

• Aggressive or uncontrolled animals

• Sharps or hazardous waste

• Significant pest infestations

• Other circumstances presenting a material health or safety risk

Where possible, we will discuss the situation with you and agree an appropriate way forward.
 
10. Pets
We are happy to work in properties with pets, provided they do not present a safety risk.
Clients are responsible for ensuring pets are appropriately controlled where necessary.
Please inform us in advance of any pets within the property, particularly where they may be nervous, territorial or likely to interfere with cleaning equipment.
 
11. Cancellation and Rescheduling
We understand that plans can change.
We ask that you provide as much notice as possible if you need to cancel or rearrange an appointment.
For regular cleaning appointments, we request at least 24 hours' notice where reasonably possible.
Where insufficient notice is provided, we may charge a reasonable cancellation fee where we have suffered a genuine loss as a result of the cancellation.
Any cancellation charge will be proportionate and will take account of our actual loss and our ability to fill the appointment.
We will not automatically retain payments or charge cancellation fees where doing so would be inconsistent with your legal rights. UK consumer guidance states that cancellation charges should be reasonable and generally relate to actual loss.
 
12. If We Need to Cancel
Occasionally, circumstances outside our reasonable control may prevent us from attending an appointment.
Where this occurs, we will aim to contact you as soon as reasonably possible and arrange an alternative appointment.
Examples may include:

• Illness

• Severe weather

• Travel disruption

• Emergency situations

• Equipment failure

• Circumstances beyond our reasonable control

Where we are unable to provide a service and you have already paid for that service, we will deal with any refund or alternative arrangement in accordance with your legal rights and the circumstances involved.
 
13. Payment
Payment terms will be confirmed at the time of booking or within your quotation.
Unless otherwise agreed, payment is due upon completion of the service.
We may accept payment by methods including:

• Bank transfer

• Card payment

• Other payment methods made available by Éclat Property Care

For commercial clients, different payment terms may apply and will be stated within the relevant quotation or commercial agreement.
 
14. Overdue Payments
Where an invoice remains unpaid after the agreed payment date, we may contact you to request payment.
For business-to-business services, statutory rights relating to late payment may apply.
We reserve the right to suspend future services where an account remains materially overdue.
 
15. Additional Work
If you request additional services during an appointment, we will discuss the additional work and any applicable cost with you before proceeding wherever reasonably possible.
Additional work may include, for example:

• Interior oven cleaning

• Carpet or upholstery cleaning

• Fridge/freezer cleaning

• Internal window cleaning

• Pet hair removal

• Additional property-care tasks

• Other services outside the agreed scope
   

16. Complaints and Service Concerns
We want our clients to feel comfortable speaking to us if something is not quite right.
If you are unhappy with any aspect of our service, please contact us as soon as reasonably possible, ideally within 24 hours of the service.
We will listen to your concerns and, where appropriate, arrange to inspect the relevant area and discuss a reasonable solution.
Where a genuine service issue has occurred, we will aim to put matters right where reasonably possible.
Your statutory rights remain unaffected.
 
17. Damage or Breakages
We take reasonable care when working within your property.
If we accidentally damage an item or property belonging to you, please notify us as soon as reasonably possible.
We will investigate the circumstances and, where appropriate, deal with the matter in accordance with our insurance arrangements and applicable law.
We cannot accept responsibility for:

• Pre-existing damage

• Normal wear and tear

• Defective or unstable items

• Damage resulting from incorrect installation or previous repairs

• Items that were already damaged or deteriorated

• Damage caused by information about a surface or item not being disclosed to us

Nothing in these Terms & Conditions excludes liability that cannot legally be excluded.
 
18. Keys and Security
Where you provide us with keys, access codes or other means of entering your property, we will take reasonable steps to keep these secure.
You should notify us immediately if a key or access code needs to be changed or is no longer valid.
We will not knowingly share access information with unauthorised persons.
 
19. Regular Services
Regular cleaning arrangements may be provided on a weekly, fortnightly, monthly or otherwise agreed basis.
Unless a separate fixed-term agreement has been entered into, regular services do not create a minimum contractual period.
Either party may request to end a regular service arrangement by providing reasonable notice.
Any specific notice period agreed within a separate written agreement will apply, subject to applicable consumer law.
 
20. Client Responsibilities
To help us provide the best possible service, clients are responsible for:

• Providing accurate information about the property and services required.

• Providing safe access to the property.

• Informing us of relevant allergies, sensitivities or surface restrictions.

• Informing us of fragile or specialist items.

• Ensuring pets are appropriately controlled where necessary.

• Making payment within the agreed timeframe.

• Informing us of any changes that may affect the service.
   

21. Concierge and Property Care Services
Property care and concierge services may vary significantly depending on the client's requirements.
Before undertaking these services, Éclat will agree the nature and scope of the work with the client.
Where a third-party contractor, tradesperson or specialist is required, this will be discussed with the client before arrangements are made.
Unless specifically agreed otherwise, Éclat is not responsible for the work, pricing or actions of an independent third-party contractor.
 
22. Third-Party Services
Where we arrange or recommend a third-party service at your request, we will aim to use reputable providers.
However, unless Éclat is directly providing the service, the third-party provider remains responsible for their own work.
Any separate contract between you and the third-party provider will remain separate from your agreement with Éclat.
 
23. Photography and Marketing
We will not photograph or use images of a client's property for marketing purposes without appropriate permission.
Where permission is requested, you may choose whether or not to provide it.
 
24. Personal Information
We may collect and use personal information necessary to provide our services, communicate with you, process payments and manage your customer relationship.
Personal information will be handled in accordance with our Privacy Policy.
Marketing communications will only be sent where we have an appropriate lawful basis or your consent where required. You can unsubscribe from marketing communications at any time.
 
25. Changes to Our Terms
We may occasionally update these Terms & Conditions to reflect changes to our services, business practices or legal requirements.
The version applicable to your booking will be the version in force when the service is agreed, unless a later change is required by law or otherwise agreed with you.
 
26. Liability
Nothing in these Terms & Conditions excludes or limits liability where doing so would be unlawful.
This includes liability for matters that cannot legally be excluded or restricted.
For consumers, Éclat does not seek to exclude your statutory rights. Services supplied to consumers are subject to the protections provided by applicable consumer law, including the requirement for services to be performed with reasonable care and skill.
 
27. Governing Law
These Terms & Conditions are governed by the laws of England and Wales.
Any dispute will be dealt with in accordance with applicable UK law and the appropriate courts.
 
28. Contact Us
If you have any questions regarding these Terms & Conditions, your booking or our services, please contact:
Éclat Property Care
Telephone: 07484 638753
Email: [Insert Email Address]
Thoughtful Property Care. Naturally Considered.