These terms apply when you book a clean with DusterBunny through our website, by email or by phone. Please read them before you book. By confirming a booking you agree to them. Nothing in these terms affects your legal rights as a consumer.
1. Who provides your clean
DusterBunny is run by DusterBunny Ltd. In many areas your clean is provided by a local DusterBunny franchise partner, an independently owned business that runs DusterBunny in its own postcodes. Where a partner provides your clean, your contract for the clean is with that partner, and its name, company details and bank details appear on your invoice. Where head office provides your clean, your contract is with DusterBunny Ltd. Either way, these terms apply and our standards and re-clean guarantee are the same.
2. Prices and quotes
Prices shown online are estimates based on the information you give us, for a property in normal condition. We confirm a fixed price before booking. If the property is much larger, dirtier or more cluttered than described, or there is heavy limescale, mould, grease, pet hair, rubbish or building dust that was not mentioned, we will tell you before starting extra work and agree any change in price with you. Prices include VAT where the business providing your clean is VAT registered.
3. Bookings and access
A booking is confirmed when we send you a confirmation email. You must make sure we can get into the property at the booked time and that there is running water, working electricity and lighting. If keys need collecting from an agent or concierge, please arrange this in advance and give us clear instructions. If we cannot get in, or the property is not ready to clean when we arrive, we may charge a call-out fee of up to 50% of the booking price.
4. Moving and cancelling
You can move or cancel a booking free of charge with at least 48 hours notice. If you cancel with less than 48 hours notice we may charge up to 50% of the booking price, and if you cancel on the day, or we are turned away on arrival, we may charge the full price. If you booked online or by phone you also have a legal right to cancel within 14 days, but if you ask us to clean within that period and we do so, you will pay for the work carried out.
5. Deposits and payment
For some larger jobs we may ask for a deposit when you accept your quote. Otherwise payment is due on completion of the clean, using the invoice we email to you. You can pay by card, Apple Pay or Google Pay through our secure payment page, which uses Stripe, or by bank transfer to the account shown on your invoice, quoting the invoice number. Card payments for a partner's invoice go directly to that partner's own Stripe account. If an invoice is unpaid after its due date we will send reminders, and we may stop future bookings until it is paid.
6. Our re-clean guarantee
We follow a room-by-room checklist and our cleaners check their work before they leave. If anything on the agreed checklist has been missed, tell us within 72 hours of the clean, ideally with photos, and we will return to re-clean the affected areas free of charge. For end of tenancy cleans this includes items an inventory clerk or letting agent has flagged, as long as they were part of the agreed clean and the property has not been used since. The guarantee does not cover damage or wear and tear that cleaning cannot fix, such as permanent stains, scratches, burns or old limescale damage.
7. Things we do not clean
For safety reasons our cleaners do not move very heavy furniture, work at height beyond a small step ladder, handle hazardous waste, sharps, bodily fluids or pest infestations, or clean outside windows above the ground floor. Please tell us in advance about anything unusual so we can advise you.
8. Your belongings and damage
Please put away valuables, cash and fragile items before we arrive. Our teams take great care, and we are insured. If something is damaged during a clean, tell us within 48 hours so we can look into it. We are responsible for loss or damage we cause through our own negligence, up to the limits of our insurance, but not for damage caused by faulty fittings or items that were already damaged, or for loss that we could not reasonably have foreseen.
9. Photos
Our cleaners may take before and after photos of the rooms they clean. We use them to show the work, check quality and help with any re-clean request. We never photograph people and do not publish photos of your property without your permission.
10. Complaints
If you are unhappy with any part of our service, please email hello@dusterbunny.com or reply to your booking email. We will acknowledge your complaint within two working days and aim to resolve it within ten working days. If a partner provided your clean, head office will work with the partner to put things right.
11. Your account
Please keep your login details private and let us know straight away if you think someone else has used your account. We may suspend accounts that are used to misuse the website or our staff.
12. Changes and the law
We may update these terms from time to time. The version on this page when you book applies to that booking. These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts.
Questions about these terms? Email hello@dusterbunny.com.
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