1. Introduction
Welcome to Vulcan Hygiene Ltd trading as VH Services . We’re genuinely glad you’re here. Our business exists to make your home, workplace, or property feel brighter, fresher, and more enjoyable to be in. These Terms of Service might look a little long, that’s because we like to be thorough. We believe in being transparent, so there are no surprises for you or for us. While the language here is friendly, these terms are legally binding, so please take a little time to understand them. By booking with us, you agree to these terms.
2. Bookings & Access
We make booking simple, you can do it by phone, text, or email. When you book:
- Please provide accurate details about the property, the items or areas to be cleaned, and any special requirements.
- Please ensure our team has safe, unobstructed access to your property on the agreed date and time.
- Let us know in advance about any hazards, such as faulty wiring, unstable furniture, slippery floors, or anything else that could pose a risk.
On the day of your booking:
- We’ll call you in the morning with our estimated arrival time.
- We’ll call again 60–90 minutes before arrival.
- If we cannot contact you, or if we arrive and cannot gain access, a Missed Appointment Fee will apply (see Section 3).
3. Cancellations & Missed Appointments
We understand life happens and plans change. All we ask is for 48 hours’ notice if you need to cancel or reschedule your appointment with us.
- Less than 48 hours’ notice – A fee of £50 or 50% of the job value, whichever is greater will apply.
- Missed appointment (no access on arrival) – The same fee applies.
The reason we charge a fee is that last-minute cancellations are difficult to rebook and cost us both time and resources. (Please see section 6 for information on payment terms)
Rebooking within 48 hours (special condition):
If you cancel with less than 48 hours’ notice but choose to rebook immediately into a new slot within 48 hours, we will waive the cancellation fee for the original booking.
However, if you later cancel that rebooked appointment (even if more than 48 hours’ notice is given for the second cancellation), the full cancellation fee will apply. This is to prevent repeated cancellations and last-minute rescheduling that leave our diary unworkable.
4. Moving Furniture
We always appreciate when rooms are cleared before we arrive, it makes our job easier and your results better. If you are unable to move furniture yourself:
Our technicians can help move reasonably sized furniture items.
- They cannot move extremely heavy, awkward, or fragile items, nor anything that might risk injury or damage.
- We will only move items at your request and with your permission.
- We cannot be held responsible for any accidental damage that occurs while moving furniture.
5. Pricing & Quotes
- All domestic prices include VAT
- Quotes are based on the information you provide at the time of booking and are valid for the time period stated in your quote.
Prices may change if:
Prices may change if the information provided is inaccurate, or if the size/condition of the area or items requires more time, specialist equipment, or extra resources.
6. Payment Terms
Domestic Work
- Payment is due immediately upon completion of the job, payable to the technician by cash or card.
- No delayed payment terms are available for domestic customers unless agreed with our office at the time of booking
Commercial Work
- Invoicing terms may be available upon request at the time of booking and are subject to a credit check.
- If invoicing is not pre-agreed, payment terms default to those for domestic customers.
Late Payments
- Late payments incur an administration fee of £25 for every reminder we send. Subsequent administration fees could be charged if the matter is passed to a county court.
- Interest will be charged at 8% above the Bank of England base rate in line with the Late Payment of Commercial Debts Act 1998.
7. Workmanship Guarantee
We take pride in our work and back it with a workmanship guarantee. This covers you for things such as damage, damp or unsatisfactory cleaning results. If you’re unhappy:
- Contact us at [email protected] within 24 hours of the service.
- Provide clear photos and a summary of the issue
- We will review all the evidence you provide along with our own photos, job sheets and technician evaluation and determine whether the results fall short of what was agreed and reasonable. You will receive confirmation of your email within 24 working hours and we aim to respond to all customer queries within 7 working days.
If we agree the outcome is unsatisfactory:
- We will arrange a free return visit to re-complete the job.
If we find the outcome meets the agreed scope and reasonable expectations:
- We will explain our findings in writing.
- A return visit may be offered at standard rates.
8. Service-Specific Terms
(These apply in addition to the general terms.)
1) Carpet Cleaning
Scope & sizing
Our standard pricing covers rooms up to 20 square metres (for reference, an average room is about 13 sqm). If a room is considerably larger than the size limit on your quote, you can add areas as needed. Additional areas are £39 each.
A few friendly pointers (to get the best result)
- Please remove small breakables and personal items where you can.
- Light vacuuming beforehand helps; we’ll still carry out our professional process on arrival.
- Some permanent stains (dyes, paint, heavy pet urine) may not fully lift—if we think expectations need a reset, we’ll tell you before we start.
2) End of Tenancy & Move-In/Move-Out Cleaning
We assume the following about the property:
- The property is vacant.
- It’s in generally good condition with no water damage or mould.
- All areas are easily accessible at the time of our visit.
- There is no rubbish/junk or hoarding to remove.
- Carpets are not heavily soiled, stained, or damaged.
- No health hazards are present (e.g., animal waste, human waste, needle sharps).
If the assumptions aren’t met
Please tell us more than 48 hours before the job if any assumption is incorrect. If we’re told within 48 hours, or we arrive and find they’re not met, we may be unable to complete the clean and our cancellation fee applies (as per your general terms).
Adding rooms/areas & specific prices
If your property is larger than quoted, you can add rooms/areas at the following rates:
- Extra Bedroom/Living Room/Hallway – £30 per room
- Kitchen – £60 (up to 16 cabinets)
- Extra Kitchen Cabinets – £3.00 per cabinet
- White Goods – from £30
- Bathroom – £60
- W/C – £15
- Carpets – £39 per room
- Oven – £79
- Conservatory / Exterior Cleaning / Fumigation / Fogging / Rubbish Removal / Biohazard Cleanup – POA (priced on assessment)
If we arrive and can’t proceed safely or reasonably because conditions differ materially from the assumptions, we’ll stop, explain what we’ve found, and discuss next steps and costs before proceeding.
3) Leather Restoration
Warranty
Our 12-month warranty applies to full leather restorations only. Partial leather restorations or smart repairs are not covered.
- The warranty starts on the completion date of the restoration.
- Touch-ups do not extend the original warranty end date.
What voids the warranty (misuse)
- Using unsuitable cleaning products/solvents/materials, or cleaning with excessive force.
- Excessive UV exposure.
- Damage from excessive use.
- Damage caused by pets.
- Sweat damage (often linked with certain heart medications).
If you’re unsure about a product, ask us and we’ll happily recommend safe care routines to keep your restoration looking great.
4) Floor Cleaning & Restoration
Before we arrive
For the best results, please remove all furniture from the room(s) where we’ll work.
Scope & sizing
Standard pricing covers rooms up to 20 sqm (average around 13 sqm). If your room is considerably larger than specified on the quote and you’d like to add additional areas, you can do so by contacting our office.
Warranty (stone floors)
12-month warranty applies to full stone floor restorations we complete.
- It does not apply to cleaning only or to non-stone floors. The warranty is specifically for full stone restorations.
- The warranty starts on completion date; touch-ups do not extend the warranty.
What voids the warranty (misuse)
- Using unsuitable products/solvents/materials or cleaning with excessive force.
- Damage from excessive use.
- Damage from flooding, fire, or similar incidents.
- Damage caused by pets.
Helpful aftercare
We’re happy to advise on pH-appropriate cleaners and maintenance intervals to preserve the finish.
5) Gutter Cleaning
If your guttering is longer than the limit specified on your quote, you can add length as needed at £3.50 per additional metre cleaned.
We work from ground level or with safe access equipment as appropriate; if access is restricted, we’ll discuss safe options before proceeding.
6) Roof Cleaning
Guarantee
We provide a 24-month guarantee as standard. This is extended to 60-months as part of our Premium Softwash Treatment & 60-Month No-Regrowth Warranty.
- Premium Softwash Treatment & 60-Month No-Regrowth Warranty but be purchased at the time of the original roof clean. It cannot be added later.
- If moss, fungus, or weeds return within the guarantee period, we will revisit free of charge to remove growth and reapply a biocide coating.
- Exclusions: Due to their highly invasive nature, Japanese knotweed and marestail (horsetail) are not included in the guarantee.
- The warranty starts on the completion date; subsequent touch-ups do not extend the warranty end date.
Note
After treatment, the surface may continue to weather off naturally over time; we’re happy to advise on expected appearance changes season-to-season.
7) Exterior Cleaning
Guarantee
Our standard exterior cleaning does not include a warranty. We an optional 24-month guarantee (Premium Softwash Treatment & 24-Month No-Regrowth Warranty).
- Premium Softwash Treatment & 24-Month No-Regrowth Warranty but be purchased at the time of the original clean. It cannot be added later.
- If moss, fungus, or weeds return within this period, we’ll revisit free of charge and reapply biocide.
- Exclusions: Japanese knotweed and marestail (horsetail) are not covered.
- The warranty starts on completion; touch-ups do not extend the warranty.
Note
Some materials (e.g., older renders) can vary in how they weather; we’ll set expectations at survey/booking.
8) Oven Cleaning
The no smoke and no damage guarantee only applies to ovens that did not display damage, faults or smoke related issues during our pre clean inspection report
9. Customer Responsibilities
You agree to:
- Provide accurate booking information.
- Ensure safe working conditions.
- Remove valuables/fragile items.
- Notify us of hazards.
- Complete payment on completion of your job
10. Liability & Insurance
We have public liability insurance.
We are not liable for:
- Pre-existing damage or wear and tear.
- Damage from poor property condition or faulty installation.
- Indirect or consequential losses.
Our maximum liability: the total paid for the job.
11. Complaints
Complaints must be submitted in writing to [email protected].
- We will acknowledge receipt within 24 working hours.
- We aim to resolve all complaints within 14 working days.
12. Health & Safety
We follow all relevant UK health and safety regulations.
We reserve the right to stop work if our team encounters:
- Threatening or abusive behaviour.
- Hazardous materials (e.g., sharps, chemical spills, animal waste).
- Dangerous working conditions (e.g., unstable structures, unsafe electrics).
13. Force Majeure
We are not liable for delays or failures caused by factors beyond our control (e.g., extreme weather, illness, transport issues).
14. Dispute Resolution
If disputes arise:
- We’ll try to resolve them through direct discussion first (see section 11.)
- If unsuccessful, both parties agree to attempt ADR (Alternative Dispute Resolution) before going to court. Please note that ADR does not apply to accounts with non-payment.
15. Amendments
We may update these Terms. The most recent version will always be on our website.
16. Governing Law
These Terms are governed by the laws of England and Wales. Disputes will be handled exclusively in the courts of England and Wales.