Terms of Service

These terms and conditions ("Terms") govern your use of the Scrubster Cleaning website (scrubster.co.uk) and all cleaning services arranged through Scrubster Cleaning, a trading name of Vernora Digital Limited, a company registered in England and Wales.

By placing a booking or using our website, you confirm that you have read, understood, and agree to be bound by these Terms. If you do not agree, please do not use our services.

These Terms form part of the contract between you and Vernora Digital Limited. Please read them together with our Privacy Policy, Cookie Policy, and Keyholding Policy (where applicable).

Scrubster Cleaning operates as an agency connecting customers with vetted, self-employed cleaning professionals ("Cleaners"). We currently serve the South Birmingham & Solihull area (postcodes B13, B14, B26, B33, B37, B90–B94).

Our services include:

• Regular cleaning — recurring or one-off general household cleaning
• Deep cleaning — intensive top-to-bottom clean of all rooms
• End-of-tenancy cleaning — move-out standard cleaning for landlords and tenants
• Move-in cleaning — pre-move-in refresh of the property
• Kitchen & bathroom focus — intensive cleaning of wet areas
• Spring / seasonal cleaning — thorough seasonal refresh
• Support cleaning — lighter cleaning support for elderly or mobility-limited customers
• Ironing service — garment pressing and folding (customer provides iron and ironing board)

Each service type has a detailed "What's Included" list on its service page. Tasks not listed are excluded unless specifically agreed in writing. The scope displayed at the time of booking forms part of this contract.

Prices are as displayed on our website at the time of booking and are quoted in pounds sterling (GBP). All prices include the cost of professional cleaning supplies and equipment unless stated otherwise (e.g., ironing service requires customer-provided equipment).

• Minimum booking: 4 hours for cleaning services, 2 hours for ironing
• A first-time booking fee (deposit) of £25 for cleaning or £15 for ironing applies to new customers and is deducted from the final total
• Subscription customers are exempt from the booking fee
• Payment for completed services is taken securely online after the service is delivered

Surcharges may apply for:

• Excessive pet hair requiring additional time
• Heavy soiling or hoarding conditions beyond normal domestic levels
• Restricted access requiring additional travel or waiting time

Where a surcharge applies, we will inform you before the clean begins and seek your approval. If you decline, the booking may be reduced in scope or cancelled without penalty.

• All bookings are subject to availability and Cleaner confirmation
• A booking is confirmed once you receive a confirmation email from us
• We will make reasonable efforts to send the same Cleaner for recurring bookings, but this is not guaranteed
• If a Cleaner is unable to attend, we will offer a replacement or reschedule at no extra cost

We understand plans change. Our cancellation policy is:

• More than 24 hours before the booking: free cancellation, full refund of any deposit paid
• Within 24 hours of the booking: the booking fee (if applicable) is non-refundable; remaining charges are waived
• No-show without prior notice: the full service charge applies

Rescheduling is free if requested more than 24 hours in advance. Late rescheduling (within 24 hours) is treated as a cancellation.

Subscriptions: You may cancel your subscription at any time with no penalty. Cancellation takes effect from the next billing cycle. Cleans already scheduled in the current cycle will be honoured.

We stand behind the quality of our cleans. If you are not satisfied with the service, contact us within 24 hours of the clean's completion. We will arrange a complimentary re-clean at no additional cost, subject to the following:

• The original booking scope was not reduced or modified during the clean
• The issue relates to tasks included in the booked service type
• Your feedback is specific and actionable (e.g., "kitchen hob not cleaned" rather than "not happy")

The re-clean guarantee does not extend to pre-existing stains, damage, areas excluded from the original service, or issues caused by circumstances beyond the Cleaner's control.

Where a re-clean does not resolve the issue, we may offer a partial refund or booking credit at our reasonable discretion. We always aim to find a fair resolution.

All Cleaners arranged through Scrubster Cleaning carry public liability insurance. In the unlikely event of accidental damage during a clean:

• Report within 48 hours of the service, providing photographs of the damage where possible
• Email [email protected] with your booking reference, a description of the damage, and photos
• We will acknowledge your claim within 2 working days
• An investigation will be conducted, including reviewing completion photos and Cleaner reports
• We aim to resolve damage claims within 10 working days

Scrubster Cleaning is not liable for damage caused by pre-existing wear, faulty fittings, items not disclosed before the clean, or normal wear and tear.

We take any allegation of theft or loss extremely seriously. If you believe an item has gone missing during a clean:

• Contact us within 48 hours at [email protected]
• File a police report and obtain a crime reference number
• Provide a description and estimated value of the missing item(s)
• Provide any supporting evidence (e.g., photos showing the item before the clean, CCTV footage)

We will cooperate fully with any police investigation. Claims without a crime reference number cannot be progressed through our insurance process.

We strongly recommend that you secure valuables, cash, jewellery, important documents, and sentimental items before each clean. Place them in a locked drawer, safe, or separate room not included in the clean. Scrubster Cleaning accepts no liability for loss or damage to items of extraordinary value that were not secured before the service.

To ensure a safe and effective clean, you agree to:

• Access: Provide safe, clear access to your property at the agreed time. If the Cleaner cannot gain access within 15 minutes of the scheduled start, the booking may be treated as a no-show
• Parking: Where possible, provide information about free or convenient parking near your property
• Pets: Inform us of any pets at the time of booking. Dogs must be secured in a separate area during the clean for the Cleaner's safety. We are not responsible for pet-related incidents
• Children: Young children should be supervised by another adult during the clean
• Hazards: Inform us of any hazards, infestations, structural issues, or broken fixtures before the clean

If you have CCTV cameras or recording devices inside your property, you must inform us at the time of booking. Cleaners have the right to be informed when they are being recorded. Any footage captured during a clean is subject to UK data protection law and may not be shared publicly without the Cleaner's consent. Covert recording may result in cancellation of services.

Where you provide a key, key safe code, or other access method for unattended cleans, our separate Keyholding Policy applies. By providing access credentials, you agree to the terms set out in that policy. Key custody, security procedures, and liability for lost keys are governed by the Keyholding Policy.

We carry public liability insurance and take reasonable care to prevent damage and loss. However, our total liability for any single incident or claim is limited to the greater of:

• The value of the booking in question, or
• £500

This limitation does not apply to:

• Death or personal injury caused by our negligence
• Fraud or fraudulent misrepresentation
• Any other liability that cannot be excluded or limited by law

Scrubster Cleaning is not liable for indirect, consequential, or special losses arising from the use of our services (e.g., loss of rental income due to delayed cleaning).

We shall not be liable for any failure or delay in performing our obligations where such failure or delay results from circumstances beyond our reasonable control, including but not limited to: severe weather, natural disasters, pandemic, industrial action, transport disruptions, power failures, or government restrictions. In such circumstances, we will notify you as soon as practicable and offer to reschedule at no additional cost.

We want to resolve issues quickly and fairly. If you are unhappy with any aspect of our service:

• Contact us at [email protected]
• We will acknowledge your complaint within 2 working days
• We aim to resolve complaints within 5 working days
• If unsatisfied, you may request escalation to a senior member of the Vernora Digital Limited team

Full details are set out in our Complaints Procedure.

All content on scrubster.co.uk — including text, graphics, logos, and software — is owned by Vernora Digital Limited and protected by UK intellectual property laws. You may not reproduce, distribute, or create derivative works without our written permission.

These Terms are governed by the laws of England and Wales. Any disputes arising from or in connection with these Terms or our services shall be subject to the exclusive jurisdiction of the courts of England and Wales. Nothing in these Terms affects your statutory rights as a consumer.

We may update these Terms from time to time. When we make material changes, we will:

• Update the "last updated" date at the top of this page
• Notify you by email or through a notice on our website
• Give you reasonable notice before changes take effect

Continued use of our services after changes take effect constitutes acceptance of the updated Terms. If you do not agree to the changes, you may cancel your account before they take effect.

For questions about these Terms, contact us at:

• Email: [email protected]
• Phone: +44 7458 148-889
• Website: scrubster.co.uk/contact

Scrubster Cleaning is a trading name of Vernora Digital Limited, registered in England and Wales.