Terms & Conditions

These Terms & Conditions apply to services provided by Fantastiklean (“Fantastiklean”, “we”, “us”, “our”) to any customer (“Client”, “you”, “your”).

By requesting a quote, booking a service, or allowing work to begin, whether by telephone, email, WhatsApp, website, or in person, you agree to these Terms & Conditions.

These Terms & Conditions are governed by the laws of England and Wales, and the parties submit to the jurisdiction of the courts of England and Wales unless otherwise required by applicable law.

We may update these Terms & Conditions from time to time by publishing the latest version on our website. Any changes will apply to future bookings unless otherwise agreed. The terms in force at the time of your booking will usually apply to that booking.

Nothing in these Terms & Conditions affects any rights you may have under applicable law.

• The Client must provide safe and reasonable access to the property and the areas to be cleaned.
• The Client must provide access to electricity and hot water where required for the agreed service. If essential access, power or hot water is unavailable on arrival, we may be unable to complete the work and a call-out or cancellation charge of £80.00 may apply.
• We reserve the right to refuse, stop or reschedule any job where the property conditions are unsafe, hazardous, unsanitary beyond the scope of the booked service, or otherwise present a risk to our operatives, the Client, or the property.

• All bookings are subject to a minimum call-out charge of £80.00.
• Any prices shown on our website, social media, advertisements or other marketing materials are guide prices only unless expressly stated otherwise.
• Any estimate provided before inspection, including estimates given by phone, email or WhatsApp, is based on the information available at that time and may change after inspection.
• Guide prices for room-based services are based on average room sizes. Where pricing is quoted by room, an average room is treated as up to 16m², and hall/stairs/landing pricing is based on a standard layout unless otherwise agreed.
• Once the job has been assessed, Fantastiklean may confirm a revised quotation based on the actual size, condition, fibre/fabric type, level of soiling, access, and cleaning requirements.
• We reserve the right to revise the quoted price if the original description was inaccurate or incomplete, the Client’s requirements change, the condition requires additional time or treatment, or parking/access conditions materially affect the work.
• Quotations remain open for acceptance for 30 days unless withdrawn earlier.
• Congestion Charge, ULEZ charges, parking charges, permit charges, or similar access-related costs may be added to the invoice unless otherwise agreed in writing.

Some jobs require additional treatment or specialist processes to achieve the best possible result. These may include:

• stain treatment;
• chewing gum removal;
• urine treatment;
• blood, paint or make-up treatment;
• agitation or mechanical brushing;
• sanitising agents;
• odour neutralising treatment;
• steam or other specialist cleaning methods.

These services are not automatically included unless specifically stated in the quotation, and additional charges may apply depending on the contamination, material, time required, and likelihood of success.

Fantastiklean will use reasonable care and skill and will aim to achieve the best result reasonably possible for the item or area being cleaned.

However, the Client acknowledges that professional cleaning has practical limits, and certain issues may not be fully removable or correctable, including:

• permanent staining;
• dye loss or colour change caused by previous damage or unstable dyes;
• wear, pile distortion, shading, bleaching or fading;
• sun damage;
• pre-existing shrinkage;
• pre-existing browning, yellowing or water marks;
• odours caused by historic contamination or spills that may reappear or reactivate;
• underlying damage that becomes more visible after soil removal.

Carpets, rugs, fabrics and upholstery may not have a completely uniform appearance after cleaning due to age, traffic lanes, wear, fibre type, repairs, fading, previous cleaning attempts or other pre-existing conditions.

We do not guarantee removal of every stain, mark or odour unless we expressly confirm this in writing.

• The Client must remove or secure any fragile, valuable, sentimental, delicate or easily breakable items before work begins.
• We will not move heavy furniture or items where doing so is unsafe or inappropriate.
• Any furniture or storage units that the Client specifically wants moved must be emptied beforehand. If this has not been done, we may clean around those items.
• If, at the Client’s request, we agree to move an item that has not been emptied or that carries an increased risk due to weight, age, design or condition, this will only be done where we consider it reasonably safe. Fantastiklean will not be responsible for damage arising from pre-existing weakness, overloading, structural instability or similar hidden defects.
• The Client is responsible for ensuring children, pets and other third parties are kept away from the work area during the cleaning process and while treated areas are drying, unless otherwise agreed.

• Some materials, especially natural fibres and older furnishings, are more vulnerable to shrinkage, browning, distortion, dye instability, texture change or deterioration.
• While we inspect and test items where reasonably appropriate, Fantastiklean cannot be responsible for issues caused by pre-existing defects, poor manufacturing, prior damage, ageing, excessive wear, weakened backing, unstable dyes, deteriorated cushion fillings, weak seams, loose piping, loose buttons, damaged zips, poor fitting, previous repair work, or prior cleaning attempts.
• Loose carpet seams, edgings, joins, gripper issues, poor fitting, deteriorated adhesives or weakened backing remain the Client’s responsibility. If these pre-existing issues cause movement, separation, snagging or fibre loss during cleaning, Fantastiklean will not be responsible where we were not at fault.
• Natural fibre carpets and fabrics, including wool-based items, may be more susceptible to movement, shrinkage or distortion. Fantastiklean will take reasonable care to identify risks, but we cannot accept responsibility for shrinkage or movement caused by pre-existing defects, poor fitting, prior damage, or the inherent condition of the material.

• Professional cleaning does not normally cause stable colours to bleed or transfer when the correct system is used. However, some fabrics and fibres may contain unstable dyes, hidden defects, heavy soiling or prior chemical residues that create colour risks not visible before cleaning.
• Heavily soiled items may reveal hidden stains, colour inconsistencies or pre-existing damage only after the soil layer has been removed.
• Where care labels, cleanability codes or manufacturer guidance exist, we may take them into account, but practical cleaning decisions may still depend on the actual condition of the item and our on-site assessment.
• If an alternative or higher-risk method is required to attempt improved results, we will discuss this with the Client before proceeding where reasonably possible.

• Any protector or aftercare product applied by Fantastiklean will be used in accordance with the manufacturer’s instructions.
• Protectors are designed to assist resistance to spills and soiling for a period of time; they do not guarantee full protection or prevent all liquids from penetrating fibres.
• The effectiveness of any protector will reduce over time depending on wear, maintenance, traffic and usage.
• Unless required by law, Fantastiklean does not guarantee the long-term performance of third-party protector products beyond applying them correctly.

• Drying times vary depending on the fibre or fabric type, humidity, ventilation, heating, weather conditions and level of treatment. Drying may take 24 hours or longer in some cases.
• The Client is responsible for ensuring appropriate ventilation and, where suitable, heating after the service to assist drying.
• Fantastiklean is not responsible for issues arising from the Client or any third party walking on, covering, re-soiling, or placing furniture back onto damp carpets, rugs, fabrics or upholstery before they are fully dry.

• The Client may cancel or reschedule a booking by giving at least 24 hours’ notice.
• If less than 24 hours’ notice is given, Fantastiklean may charge an £80.00 late cancellation fee, or up to 50% of the quoted booking value where the slot was specifically allocated or significant time or travel costs were committed.
• If we attend the property at the agreed time and cannot gain access, or the Client or authorised contact is unavailable, a call-out/cancellation fee of £80.00 may apply.
• Fantastiklean may cancel or reschedule a service where necessary due to illness, accident, vehicle issues, severe weather, staffing problems, unsafe conditions, or other events beyond our reasonable control.

• If you are a consumer and book with us online, by phone, by email, by WhatsApp, or away from our business premises, you may have a statutory right to cancel within 14 days of entering into the contract.
• If you ask us to begin the service during that 14-day period, you expressly request early performance.
• If you cancel after the service has started during that period, you may be required to pay for the proportion of the service already carried out.
• If the service is fully completed within the cancellation period at your express request, and you acknowledged that you would lose the cancellation right once the service was fully performed, the cancellation right will no longer apply.
• These statutory cancellation rights apply only where the law provides them and do not affect any other rights you may have.

• Unless otherwise agreed in writing, payment is due before the operative leaves the premises on the day of the service.
• We accept payment by cash or bank transfer. Payment by cheque is only accepted by prior agreement.
• Where the final scope of work is confirmed after attendance or additional services are agreed on site, we may issue an invoice by email or WhatsApp.
• For approved commercial or contract clients, payment terms are 7 days from invoice date unless otherwise agreed in writing.
• If payment is overdue, we may send payment reminders, suspend future bookings, recover reasonable costs of collection where permitted by law, and for commercial debts only, charge interest and statutory compensation where applicable.

• If you are unhappy with the service, please notify Fantastiklean as soon as reasonably possible and, where practical, within 24 hours of completion so that we can investigate promptly.
• Prompt notification helps us assess the issue while conditions remain unchanged, but nothing in this clause removes or limits any rights you may have under law.
• If a complaint is accepted and the issue is one we can reasonably address, Fantastiklean must be given a reasonable opportunity to inspect the work and, where appropriate, re-attend once to put matters right.
• Refunds, partial refunds, credits or price adjustments, where appropriate, are at Fantastiklean’s discretion unless a legal remedy applies.
• Any guarantee or satisfaction promise offered by Fantastiklean applies only as described in the relevant offer and does not mean that every stain, odour, mark, or pre-existing defect can or will be fully removed.

• Fantastiklean will maintain appropriate insurance for accidental damage caused by our operatives while carrying out the agreed service.
• Any accidental damage, breakage or service-related issue should be reported as soon as reasonably possible so that it can be investigated properly.
• Fantastiklean is not responsible for:

• pre-existing damage, defects, weaknesses or wear;
• old stains, burns, spills, bleaching, fading or permanent marks;
• results limited by the age, condition or composition of the item;
• odours that arise or return due to historic contamination, inadequate ventilation, or the Client’s aftercare;
• re-soiling, damp-related issues, or damage caused after completion by the Client, pets, visitors or third parties.

Nothing in these Terms & Conditions excludes or limits liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• any matter which cannot lawfully be excluded or limited.

• Where the Client is acting in the course of business, additional commercial terms may be agreed in writing, including site rules, access arrangements, invoicing procedures and contract-specific service levels.
• Unless otherwise agreed, commercial invoices are payable within 7 days and may be subject to applicable statutory late-payment rights and recovery costs.

These Terms & Conditions, and any dispute or claim arising out of or in connection with them or the services provided by Fantastiklean, shall be governed by the laws of England and Wales. The courts of England and Wales shall have jurisdiction, except where applicable law provides otherwise.