Terms of Service

These Terms of Service govern your use of the services provided by VVE LIMITED (trading as VVE Clean), Company Registration Number 17234391, registered in England and Wales. By requesting a quote, making a booking, or using our services, you agree to these terms.

VVE Clean provides professional cleaning services, including but not limited to:

• Carpet cleaning
• Sofa and upholstery cleaning
• Rug cleaning as a photo-assessed add-on to a qualifying clean
• End of tenancy cleaning
• Move-in deep cleaning
• After builders cleaning
• General deep cleaning

We operate primarily across East and North London. Service availability may vary by location — please contact us to confirm we cover your area.

Quotes are based on the information and photos you provide, the size of the property, and the service type. Our standard prices are listed on our website and apply to properties in normal, reasonably clean condition.

No VAT is added. VVE Clean is not VAT registered.

We reserve the right to revise a quote before starting work if, upon arrival, the actual condition or size of the job differs significantly from what was described or shown. This may include (but is not limited to) heavy soiling, mould, excessive rubbish, biohazard contamination, pet accidents, strong odours, or large or permanent stains. In such cases, we will explain the issue and confirm any revised price with you before proceeding.

No extra work will begin, and no price change will apply, without your agreement. If we believe the job differs materially from what was quoted, we will pause and discuss it with you before continuing.

Sending your preferred date and arrival window through the website is a booking request, not a confirmed appointment. No payment is taken when you send that request. We review availability and contact you with a time we can offer.

After we agree the scope, final price and time with you, we send the agreed booking details and a £30 deposit request. Your appointment is confirmed when we receive the deposit, unless we agree in writing to confirm without one. The deposit is credited towards your agreed total. Sending the initial request does not oblige you to accept an alternative time and does not create a payment obligation.

If we cannot offer your requested slot. We will contact you with the closest alternatives we can offer. If none works for you, you can decline them and nothing is charged.

The remaining balance is due after the service has been completed and you have had the opportunity to check the work, unless a different payment arrangement has been agreed in writing in advance.

For a confirmed appointment, please contact us at least 24 hours before the agreed arrival time if you need to cancel or reschedule.

• Rescheduling is free with at least 24 hours’ notice, subject to availability.
• For shorter notice, contact us as soon as possible. Any cancellation or call-out charge applies only if it was stated and agreed in writing when the appointment was confirmed.
• This notice policy does not limit your statutory cancellation rights. Any refund is reviewed separately under the agreed terms and applicable law.

We may also need to reschedule in exceptional circumstances (for example, severe weather, staff illness, or vehicle issues). We will notify you as soon as possible and offer the earliest available alternative date.

To allow us to carry out your service properly, you agree to:

• Provide accurate property address, contact details, and a correct description of the job
• Arrange suitable parking or access at no additional cost where possible
• Ensure access to the property at the agreed date and time
• Ensure electricity and hot water are available on the day of the service, unless otherwise agreed
• Remove or store fragile, valuable, or sentimental items before the clean
• Inform us in advance of any delicate fabrics, previous damage, or conditions that could affect the service

We always aim to achieve the best possible results for every job. However, we cannot guarantee the complete removal of every stain, odour, mark, or discolouration. Results depend on the type of material, the nature and age of the stain, previous treatments, and the condition of the item. We are not responsible for pre-existing damage, normal wear and tear, fabric shrinkage or colour change where we have disclosed a risk before starting, or dye transfer from rugs, carpets, or upholstery. We will always raise any concerns before beginning work.

If our team arrives at the agreed time and cannot gain access to the property — whether due to incorrect address details, locked premises, or no response — we may treat this as a failed appointment. A call-out charge applies only if it was stated and agreed in writing when the appointment was confirmed. We will always attempt to contact you before leaving.

No payment is collected when you send a booking request. After agreeing the booking details, we request a £30 deposit by card or bank transfer and confirm the appointment when it is received. The deposit comes off the agreed total. The remaining balance is normally due after the service has been completed and you have had an opportunity to check the work. Any different payment arrangement will be agreed with you in writing before the appointment.

Commercial payment is due after the clean, unless a different arrangement has been agreed in writing in advance. Late payment may result in suspension of future bookings.

VVE LIMITED is fully insured for public liability and cleaning services. If we cause damage to your property through our own negligence, please report it immediately (see Section 11).

We are not liable for:

• Pre-existing damage or defects not reported to us before the service
• Normal wear and tear on fabrics, carpets, or surfaces
• Shrinkage, colour fading, or fabric damage where a risk was disclosed to the customer before work began and the customer chose to proceed
• Results affected by inaccurate or incomplete information provided by the customer
• Items of value, cash, or personal belongings left unsecured in the property

Our total liability in any claim shall not exceed the total amount paid for the specific service to which the claim relates, except where required by law.

If you are unhappy with any aspect of our service, please contact us as soon as possible — ideally after the service has been completed. Please provide your contact details, booking reference, a description of the issue, and photos where relevant. We will investigate promptly and aim to resolve any complaint within a reasonable timeframe. You can reach us at contact@vveclean.co.uk or by calling 020 8050 2233.

If you, your landlord or letting agent report missed cleaning from the agreed scope within 7 days of our visit, send us the report or photos and we will return once to re-clean the missed areas, free of charge. Full agency-ready coverage applies to our Complete end of tenancy package; Tailored cleans are covered for the tasks selected.

The reporting window runs from completion of the original clean. We agree a return time separately and need access to the affected areas. This voluntary cleaning promise does not guarantee the return of a tenancy deposit or limit your statutory rights.

See the covered tasks and exclusions. This promise applies to bookings made under these terms; existing confirmed bookings retain their agreed terms.

We may update these Terms of Service from time to time. The current version will always be available on our website. Continued use of our services after changes are posted constitutes acceptance of the updated terms. We will not apply changes retroactively to bookings already confirmed.

These terms are governed by the law of England and Wales. Any disputes arising under them will be subject to the exclusive jurisdiction of the courts of England and Wales.

If you have any questions about these terms, please contact us:

VVE LIMITED (trading as VVE Clean)
Email: contact@vveclean.co.uk
Phone: 020 8050 2233