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Prestige Refresh

Terms & Conditions


1.1. In these Terms of Business the following definitions apply:

“The Company”, “We”, “Us” – means

Plado Ltd (T/A The Happy House Cleaning)

“Cleaner”, “Cleaning Operative” – means the person or firm providing cleaning service on behalf of the Company.

“Customer” – means the person or corporate body together with any subsidiary or associated company as defined by the Companies Act 2006 to whom the cleaning service are supplied by the Company.

“Customer’s Address” – means the address where the Customer has requested the cleaning services to be carried out.

“Service”, “Professional Carpet Steam Cleaning”, “Professional Upholstery Steam Cleaning”– means the cleaning services provided on behalf of the Company.

“Cleaning Visit” – means the visit to the Customer’s service address by the Cleaner in order to provide the Service.

1.2. Unless the context requires otherwise, reference to the singular include the plural and references to the masculine include the feminine and vice versa.

1.3. The Headings contained in these Terms are for convenience only and do not affect their interpretation.


2.1 These Terms and Conditions represent a contract between Gold Prestige Group ltd (T/A Prestige Refresh) and the Customer.

2.2 Both parties will ensure that their respective responsibilities under this agreement are undertaken in compliance with all statutory regulations and codes of conduct.

2.3 The Customer agrees that any use of the Company’s cleaning service, including placing an order for services by phone, live chat, email, website forms will constitute the Customer’s acceptance of these Terms and Conditions.

2.4 Unless otherwise agreed in writing by a manager of the Company, these Terms and Conditions will prevail over any other terms of business or purchase conditions put forward by the Customer.

2.5 No variation or alteration of these Terms and Conditions will be valid unless approved in writing by a manager of the Company.


3.1. Carpet cleaning service is charged per square meter or national average room sizes taking into account the type of carpet fibres.

3.2. All quotations are given by the Company following a request by the Customer and will remain open to acceptance for a period of 30 days from their date.

3.3. We reserve the right to amend the initial quotation, should the Customer’s original requirements change.

3.4. Differences in excess of 10% will be discussed with the Customer prior to the start of the work.


4.1. Any shown prices include VAT.


5.1. The Company will provide all cleaning supplies and carpet cleaning equipment required to provide the cleaning services.

5.2. The Customer must provide running water and electricity at the premises where the cleaning services take place.


6.1 The Customer must make payment either by cash, card or Bank Transfer before the cleaner leaves the Customer’s property.

6.2 Although greatly appreciated and a powerful way to say ‘Thank you’, the Customer understands that tipping is not required.

6.3 We reserve the right to cancel any contract and back charge additional for past services to reflect the balance of the standard rate if any misleading or false information was used to obtain discounted cleaning service or if the given general requirements for the service and its professional performance would not be possible.

6.4 Where such alternative arrangements have been made the Customer must make payment within 14 days of the invoice date.

6.5 The rates of payment by the Company will be as agreed between the Company and the Customer, or his representative. The Customer will make no reduction or retention from the sum due under any invoice.


7.1. The Customer can cancel the scheduled services by giving no less than 48 hours prior notice in writing. If the service is booked with less than 48-hours from when it takes place, the Client waives the right to cancel the booking. In case the service is cancelled, the company requires the customer to pay a 30% cancellation fee.  If the Customer reschedules the service to a different day & time, no cancellation/rescheduling fee is required.

7.2. There is an administration fee for cancellation equal to £70.00 or 30% of the cleaning service total (depending on the cancellation period) in less than 48 hours notice.

7.3. The Customer must pay the full price of the booked service if:

7.3.1 Our cleaners arrive at the Customer’s address and are unable to gain access to the Customer’s property, through no fault of the Company. If the customer or third-party have prevented the cleaner to do their job. If keys are provided they must open all locks without any special efforts or skills;

7.3.2 If the Customer reschedules the service upon arrival of the Cleaning Operative onsite, same should cover travel expenses to the Cleaning Operative.

7.4. If the Customer needs to change the cleaning service or time the Company will do its best to accommodate him. Any changes to booked cleaning service are subject to a 48 hours prior notice and availability.


8.1. Refund will be issued only if:

8.1.1 The Customer has cancelled a cleaning service within the allowed time of 48 hours prior to the start of the cleaning service;

8.1.2 A cleaner has not been able to provide the cleaning due to reasons beyond the Customer’s responsibility.

8.1.3 According to Consumer Rights Act 2015 a price reduction can be issued only if a repeat performance cannot be provided from the Company within a reasonable time frame, which is equal to 14 business days upon completion of the service.


9.1. We request that complaints or feedback be provided in writing (by letter or email) and include photographic evidence of the issued area and description of the issue within reasonable time of cleaning services completion, to ensure that the details are received in a clear and complete manner. Due to the nature of the service, reasonable time is equal to up to 48 hours upon completion of the service.

9.2. All cleaning services will be deemed to have been provided to the Customer’s satisfaction unless a written notice detailing the complaint is received by the Company within reasonable time of services completion. The Company will fully investigate any complaints and attempt to resolve them to the satisfaction of the Customer, or alternatively to a reasonable standard.

9.3. The Customer agrees to allow the Company back to re-clean any disputed areas or repair damaged items, before making any attempts to clean those areas himself or arranging a third party to provide a cleaning or repair service with regards to the above. Failure to do so will consider the matter is fully settled.

9.4 According to Consumer Rights Act 2015 a repeat performance can be requested only if reasonable and is not in conformity with our requirements for a professional performance of the service.

9.5 Further to Consumer Rights Act 2015, the service should be performed with reasonable care and skills, however if it is in conformity with our requirements for a professional performance of the service or the requested cleaning service is inapposite for the situation, the company will not be liable for any future issues.


10.1. The Customer agrees that due to the nature of the cleaning services the Company guarantees only to correct any problems reported within reasonable time equal to 48 hours upon completion of the cleaning services. Failure to do so will entitle the Customer to nothing.

10.2. We may require entry to the property of the claim as soon as possible in order to rectify the problem.

10.3. The Customer agrees to inspect the work immediately upon the cleaning is done and to draw the cleaners’ attention to any outstanding issues while they are still on site. The cleaners will provide any such additional work to the Customer’s complete satisfaction.

10.4. If the Customer or any third party instructed by the Customer is not present at the time of completion of the cleaning services to inspect the work then no claims regarding any cleaning issues can be made.

10.5. If the Customer instructs a third party to inspect the result from the cleaning service then the Company must be notified before completion of the service.

10.6. In case of a third party inspecting or refusing to inspect the result from the cleaning service then the Company cannot be held responsible for rectifying any outstanding cleaning issues not mentioned by the third party.

10.7. Any refunds or adjustments must be requested to Us directly and subject to approval by Us.

10.8. The Customer waives his right to stop payment on his card or protest a Bank Transfer payment.

10.9. While the Company cleaners make every effort not to break items, accidents do happen. Identical replacement is always attempted but not guaranteed. For this specific reason, We request all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and /or not cleaned by the cleaners.

10.10. In case of confirmed damage, caused by cleaners, the Company will attempt to repair the item at its cost. If the item can’t be repaired We will rectify the problem by crediting the client with the item’s present actual cash value toward a like replacement from a Company’s source upon payment of cleaning service rendered.

10.11. We will not be responsible for damage due to faulty and/or improper installation of any item also old/worn out/damaged items. All surfaces (i.e., marble, granite, wood etc.) are assumed sealed and ready to clean without causing harm.

10.12. No claims will be entertained if the Customer has an outstanding balance aged more than 14 days.


11.1. The Company will not be liable under any circumstances for any loss, expenses, damages, delays, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Customer arising from or in any way connected with:

11.1.1 Its failure to provide its services as a result of factors that are beyond its control. Factors beyond its control include acts of floods, severe weather condition, and inability to gain access to premises, lack of appropriate resources, such as water, electricity, and lighting;

11.1.2 Late arrival of Company’s cleaners at the service address. The Company endeavours to be right on time on any visit but sometimes due to transport related and other problems which are beyond the Company’s control, the Company’s cleaners may arrive with a delay or the cleaning visit may be re-scheduled.

11.1.3 An existing damage to Customer’s property in the form of old stains/burns/spillages etc. which can’t be cleaned/removed completely by the cleaners using the industry standard cleaning methods;

11.1.4 Non satisfactory result from the cleaning services due to the Customer or third party walking on wet floors or using appliances during or shortly after the cleaning process;

11.2. The Company will not be liable for any damages worth £40.00 or less.

11.3. The Company will not be liable for any odours arising during and/or after cleaning service when this is due to factors such as, lack of ventilation, and/or appropriate heating.

11.4. The Company will not be liable under any circumstances for any loss, expenses, damages, delays, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Customer if the Customer has an outstanding balance aged 14 days or more from the date the payment was due.


12.1. If the Customer requests key/s to be collected by the Company’s operative from an address outside the postal code of the Customer’s address then a £10.00 charge will apply. The charge will cover only the pick up of key/s. If said key/s need to be returned back to the pick up address or any other address another charge of £5.00 will apply.

12.2. If any estimates of how long it will take the cleaners to do the job required are being provided that is only an estimate based on the average time it takes to clean a property of similar size to the Customer’s, it being difficult to estimate precisely how long such tasks may take and that a degree of flexibility may be required.

12.3. The quotation excludes the clearing of debris left by tradesman or building work unless otherwise stated.

12.4. Our operatives are happy to move furniture. Due to Health and Safety regulations one cleaner will attempt to move only furniture that requires no more than one person.

12.5. The Company will arrange an immediate replacement should an operative can’t attend a scheduled visit, and will inform the Customer prior to the visit. The time may vary due to the last minute needed rearrangements.

12.6. All fragile and highly breakable items must be secured or removed.

12.7. The Customer will ensure that all valuables are stored away when work is provided and that the property is supervised by the Customer or his representative at all times during the course of the work. The Company will not be responsible for the Customers failure to comply with this obligation.

12.8. The provisions of this contract are not intended to confer any benefit upon Third parties and the provisions of the Contracts (Rights of Third Parties) Act 1999, are hereby expressly excluded from this agreement.

12.9. The Company reserves the right to make any changes to any part of these Terms and Conditions without giving any prior notice. The Company may add to or alter these Terms and Conditions from time to time and any alterations or additions will apply to new business but not to existing contracts. Please refer to your copy of these Terms and Conditions.


13.1. Every Customer of the Company will receive a one-time credit of £10.00 for referring our upholstery cleaning service to another Customer. Credit will be issued after we receive cleared funds from the new Customer.


14.1 These Terms are governed by the laws of England and Wales, and are subject to the exclusive jurisdiction of the Courts of England, and Wales.

14.2 These Terms and Conditions are in regulation of the Consumer Rights Act 2015 and are not in imbalance in the parties rights or obligations under the contract.

14.3 The Terms are transparent for the purposes and expressed in plain and intelligible language and are legible.

14.4 The Terms are prominent for the purposes of the section and brought in such a way that a consumer would be aware of them.


15: The Golden Guarantee: Terms and Conditions


15.1: 100% Satisfaction Guarantee Commitment: At Prestige Refresh, we are committed to providing exceptional cleaning services. If you are not completely satisfied with our cleaning, we pledge to re-clean the concerned area at no additional cost.


15.2: Re-Clean Policy: If you are not satisfied with our initial cleaning service, you must notify us within 48 hours. We will schedule a re-clean at the earliest convenience, focusing specifically on the areas of concern.


15.3: Refund Eligibility: In the rare event that you are still not satisfied after the re-clean, you may be eligible for a refund.


15.4: Refund requests must be made within 7 days following the re-clean.


15.5: Refund Assessment Process: All refund requests are subject to an assessment by our team. The assessment aims to understand the nature of the issue and verify if the service expectations were unmet despite the re-clean.


15.6: Scope of Guarantee: The Golden Guarantee applies only to specific areas of service that were initially agreed upon. It does not cover areas or issues outside the original scope of work.


15.7: Notification Requirements: To be eligible for the re-clean or refund, customers must provide timely and clear communication of their dissatisfaction, allowing Prestige Refresh the opportunity to address and rectify the issue.


15.8: Limitation of Liability: Our liability for any issues related to our services, including those eligible for re-clean or refund under The Golden Guarantee, is limited to the cost of the service provided. Amendments to


15.9 Terms and Conditions: Prestige Refresh reserves the right to amend these terms and conditions at any time without prior notice.


15.10: Acceptance of Terms: Utilization of our services constitutes acceptance of these terms and conditions of The Golden Guarantee.