About My Services
Linen & Lavender Company is a small, independent business offering a range of cleaning, home, pet and lifestyle services.
I currently offer:
• Regular cleaning
• Deep cleaning
• End of tenancy cleaning
• Airbnb/holiday-let turnovers
• Post-construction cleaning
• Errand running
• Dog walking
• Pet sitting
• House sitting
• Plant care
• Babysitting
Each service has its own requirements, and additional terms may apply depending on the service booked.
My Team
At present, I personally carry out all services offered by Linen & Lavender Company.
As my business grows, I may introduce employees to help with my cleaning services only.
Any future cleaning employees will be carefully selected and will have:
• Appropriate experience and training
• The necessary DBS checks
• Appropriate insurance
• An understanding of my cleaning standards and procedures
• Appropriate health and safety training
I will not send an employee to provide pet care, babysitting, house sitting or other personal services on my behalf. These services will continue to be provided by me personally unless I specifically state otherwise.
Bookings & Appointments
• I ask that bookings are confirmed in advance.
• Your booking is only secured once I have confirmed it with you.
• For cleaning services, I require a walkaround or property assessment before your first booking. This should be completed in person where appropriate.
• Please provide accurate information about your property and the service you require when booking.
• If the service required is significantly different from what was originally discussed, additional time or charges may apply.
• Weekend and evening bookings may be available by arrangement.
Cancellations & Rescheduling
• I kindly ask for as much notice as possible if you need to cancel or rearrange your booking.
• Cancellations made with less than 24 hours’ notice may incur a cancellation fee of up to the full booking price.
• No-shows or appointments where I am unable to gain access may be charged in full.
• Repeated cancellations or rescheduling of regular appointments may result in your regular slot being released.
• If I need to cancel due to illness, an emergency or circumstances outside of my control, I will provide as much notice as possible and rearrange your appointment where I can.
Payment
• I accept payment by bank transfer only unless otherwise agreed.
• Payment for cleaning services is due on the day of the service, either before or no later than 7pm.
• Payment for pet care, babysitting, house sitting, errands and other services will be agreed before the booking.
• Late payments may incur an additional fee.
• My prices are based on the information provided at the time of booking and may change if the requirements of the service change.
Access to Your Property
• Please ensure I can access your property at the agreed time.
• If I am unable to gain access, the appointment may be treated as a missed appointment and charged accordingly.
• Keys, access codes and other security information will be treated confidentially and stored securely.
• Please provide clear instructions regarding alarms, keys, gates, parking and entry requirements before my arrival.
Cleaning Services
I offer regular cleans, deep cleans, mini deep cleans, end of tenancy cleans, Airbnb turnovers and post-construction cleans.
• Cleaning results can vary depending on the age, condition and material of the surface being cleaned.
• Some stains, marks, limescale, discolouration and permanent damage may not be possible to remove.
• I will always take reasonable care when cleaning your home and belongings.
• Please tell me about delicate, specialist, newly installed or particularly valuable surfaces before I begin.
• Specialist cleaning or additional tasks should be booked in advance where possible.
• I may decline to clean an item or surface if I believe doing so could cause damage or create a health and safety risk.
Cleaning Products & Equipment
• I bring my own cleaning products and equipment, unless otherwise discussed.
• If you would prefer me to use your products, please let me know in advance.
• Please tell me about any allergies, sensitivities or product preferences before your appointment.
Health & Safety
• I follow appropriate hygiene and health & safety procedures and use PPE where necessary.
• Please let me know before my visit if anyone in the property is unwell, particularly with a contagious illness.
• I reserve the right to postpone a booking if I believe the environment presents a serious health or safety risk.
• I do not clean hazardous materials, human bodily fluids, needles or other dangerous substances.
• I do not provide specialist mould remediation or biohazard cleaning.
• I will never knowingly mix cleaning chemicals or use products in a way that could create dangerous fumes.
Pets
I absolutely love animals and am happy to work around pets during cleaning appointments.
• Please tell me about all pets before my visit.
• Aggressive, unpredictable or particularly anxious animals may need to be secured during my visit.
• Please tell me about any behavioural issues, escape risks, allergies or special requirements.
• I cannot be held responsible for a pet escaping where appropriate instructions or secure access have not been provided.
• Pet waste is not included in standard cleaning services unless specifically agreed beforehand.
Dog Walking
• Please provide accurate information about your dog’s temperament, behaviour, recall, triggers and interactions with other animals.
• Dogs will only be allowed off-lead where this has been specifically discussed and agreed.
• I will follow your instructions regarding walking routes, treats, feeding and handling wherever reasonably possible.
• Please provide emergency contact and veterinary details before the first booking.
• If your dog becomes unwell, injured or behaves in a way that presents a danger to themselves, another animal or a person, I may end the walk early and contact you or your emergency contact.
• Any medical, behavioural or special requirements must be disclosed before booking.
Pet Sitting
• Please provide clear written instructions regarding feeding, toileting, exercise and general care.
• Please provide emergency contact and veterinary information before the booking begins.
• I will contact you as soon as reasonably possible if I have concerns about your pet’s health or wellbeing.
• I am not responsible for pre-existing illnesses, conditions or behavioural issues that have not been disclosed.
• Any specialist care requirements must be discussed before booking.
Medication: Medication can only be administered where this has been discussed and agreed in advance and where I am confident it can be done safely. I do not diagnose, prescribe or provide veterinary advice.
House Sitting
• Please provide clear instructions regarding the property, pets, plants, bins, post, deliveries, alarms and security.
• I will take reasonable care of your property while house sitting.
• I will not allow unauthorised visitors into your property.
• I will keep keys, access codes and security information confidential.
• I will report any damage, breakages, emergencies or maintenance issues that I notice as soon as reasonably possible.
• House sitting does not automatically include cleaning unless cleaning has been specifically booked.
Plant Care
• Please provide clear instructions for watering and caring for your plants.
• I will follow the care instructions you provide.
• Please tell me about any plants requiring specialist care.
• I cannot guarantee the health of a plant that is already showing signs of disease, pests, root problems or environmental stress.
• I will let you know if I notice any obvious concerns with your plants.
Errand Running
• Errands must be agreed in advance and clearly explained.
• You are responsible for providing any money, payment method or reimbursement required for purchases.
• I will provide receipts where appropriate.
• I will not knowingly purchase age-restricted or prohibited goods on behalf of clients.
• I will not undertake tasks that involve illegal, dangerous or unsafe activity.
• I cannot be responsible for delays caused by traffic, shops, queues, public transport or circumstances outside my control.
• Parking, mileage, delivery or other additional costs will be agreed beforehand where possible.
Babysitting
• Parents/guardians must provide accurate information about the child’s age, routine, allergies, dietary requirements, medical needs and emergency contacts.
• Any behavioural, medical, developmental or safeguarding information that may affect the child’s care must be disclosed before the booking.
• I will follow the agreed instructions and routines as closely as reasonably possible.
• I cannot provide medical diagnosis or treatment. Medication requirements must be discussed and agreed in advance.
• Children will only be released to a person authorised by the parent/guardian.
• In an emergency, the child’s safety will always be my priority and I may contact emergency services where necessary.
• Parents/guardians must provide clear collection and end-of-care arrangements.
• Babysitting bookings are subject to individual assessment depending on the child’s age, number of children, length of booking and care requirements.
Damage & Liability
• I treat your home, belongings, pets and property with care and respect.
• I am not responsible for pre-existing damage, normal wear and tear or damage caused by items that are already loose, unstable or defective.
• Please tell me about fragile, valuable or delicate items before my service begins.
• If I accidentally cause damage, I will inform you as soon as reasonably possible and aim to resolve the matter fairly and promptly.
• Appropriate insurance applies to services covered by my insurance policy.
Satisfaction Guarantee
For cleaning services:
• If you are unhappy with an aspect of your clean, please contact me within 24 hours.
• I will discuss the issue with you and, where appropriate, arrange a return visit to rectify a missed area.
• This applies to tasks that were included in your original booking.
• It does not cover permanent staining, pre-existing damage, inaccessible areas or additional work that was not included in the booking.
Privacy & Confidentiality
• I respect your privacy and treat information about you, your family, home and pets confidentially.
• I will not share your personal information unnecessarily.
• Information may only need to be shared where necessary for safety, safeguarding, legal reasons or with your permission.
• I will not access personal belongings, documents, rooms or information unnecessarily.
• Keys, access codes and security information will be kept confidential.
Unsafe or Inappropriate Behaviour
I reserve the right to refuse or end a booking if:
• The environment is unsafe.
• I experience threatening, abusive, discriminatory or inappropriate behaviour.
• A client, household member, pet or other person presents a serious risk to my safety.
• Payment is repeatedly withheld or significantly overdue.
• The service required is substantially different from what was booked.
• I am asked to undertake an illegal or dangerous activity.
Ending an Ongoing Service
• Either party may end an ongoing regular service with 2 weeks’ written notice.
• Any appointments already booked within the notice period should be honoured unless otherwise agreed.
• I may end a service immediately in cases involving non-payment, unsafe conditions, abusive behaviour or serious breaches of these policies.