Last updated: 19 September 2026

1. Estimates and prices

Prices shown by our online estimator are planning estimates based on the details you enter. We confirm a fixed booking price after reviewing access and, where needed, photos. Once confirmed, the price only changes if the property or scope differs materially from what was described. Parking and road-user charges (rare — we cycle) and waste disposal beyond normal amounts are added only when incurred.

2. Bookings and access

A booking is confirmed when we agree a date, time and price on WhatsApp. Please make sure we can get in (you, a neighbour, a key safe or a concierge) and that water and electricity are available. If we can't gain access within 30 minutes of the agreed time, a wasted-visit charge equal to the booking minimum applies.

3. Changes and cancellations

You can reschedule or cancel free of charge up to 24 hours before the booking. Cancellations with less than 24 hours' notice are charged at 50% of the booking price; same-day cancellations at 100%. If we ever need to cancel, we'll give you as much notice as we can and won't charge you.

4. Our sparkle promise

If anything within the agreed scope isn't cleaned to a good standard, tell us within 48 hours and we'll come back and put it right at no cost. End-of-tenancy cleans include a free re-clean where an inventory clerk flags an item within the agreed scope. We can't accept liability for issues reported after 48 hours or once the property has been re-occupied.

5. What we don't do

For safety we don't move heavy furniture, work at height beyond a step-ladder, handle biohazards without a prior assessment, or use products other than our own eco range unless agreed. We reserve the right to decline work that is unsafe.

6. Damage and insurance

Our Spongies take great care in your home. Please tell us about delicate surfaces or items in advance. Any accidental damage must be reported within 48 hours; we'll repair or reimburse reasonable costs. We can't be responsible for pre-existing damage or wear.

7. Payment

Payment is due on completion of the clean unless we've agreed monthly invoicing (offices and communal contracts). We accept bank transfer and card payment links. Promotions (such as our end-of-tenancy discount) can't be combined and exclude pass-through charges.

8. Keys

If you give us a key, it's stored securely, never labelled with your address, and returned or destroyed when our arrangement ends.

9. Complaints

Not happy? Message us on WhatsApp at 07453 696 705 and a member of the family will sort it personally.

10. The legal bit

These terms are governed by the laws of England and Wales. Nothing in them affects your statutory rights as a consumer.

Terms of service