Terms & Conditions

Our Terms and Conditions

Our terms

  1. These terms
    1. What these terms cover. These are the terms and conditions on which we supply services to you.
    2. Why you should read these. Please read these terms carefully before you submit your booking to us. These terms tell you who we are, how we will provide services to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.
  2. Information about us and how to contact us
    1. Who we are. We are Alpha & Omega Creative Solutions, a business operating in England. Our business address is at 15 Ingestre Road, London, United Kingdom, NW5 1XD.
    2. How to contact us. You can contact us by telephoning our customer service team at either 07447080996 or 07931455962, or by writing us at [email protected], and by post at 15 Ingestre Road, London, United Kingdom, NW5 1XD.
    3. How we may contact you. If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
    4. “Writing” includes electronic messaging. When we use the words “writing” or “written” in these terms, this includes emails, text massages, Whatsapp, Facebook messenger or other correspondence.
    5. “Booking” means a booking for services made by you through text messages, email, Whatsapp, Facebook messenger or other correspondence.
  3. Use of the website
    1. Access. You are granted access to this website in accordance with these terms and any booking or orders you make must be placed strictly in accordance with these terms.
    2. Our rights. We reserve the right to:
      1. Modify or withdraw, temporarily or permanently, this website with or without notice to you and and we shall bear no liability to you or any third party for any modification to or withdrawal of the website; and/or
      2. Change the terms from time to time as explained below. Continued use of this website after any such amendments will be deemed to mean that you have accepted the amended terms.
  4. Our contract with you
    1. How we will accept your booking. Our acceptance of your booking will take place when we write to you to accept it, at which point a contract will come into existence between you and us.
    2. If we cannot accept your booking. If we are unable to accept your booking, we will inform you of this in writing and will not charge you for the service. This might be because of unexpected limits on our responses which we could not reasonably plan for or because we have identified an error in the price or description of the service.
  5. Providing the services
    1. When we will provide the services.
      1. If the services are one-off services. We will begin the services on the date agreed with you during the order process. The completion date for the services is as told to you during the order process.
      2. If the services are ongoing services. We will supply the services to you until either the services are completed or the subscription expires (if applicable) or you end the contract or we end the contract by written notice.
    2. We are not responsible for delays outside our control. If our supply of the services is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any services you have paid for but not received.
    3. We will only supply the service we have been contracted to do. If we are supplying the service for a whole property, for example an end of tenancy cleaning service, we will only handle the cleaning of the property and you are required to handle move your personal belonging or clear of refuse from the premises yourself. In the event that you fail to clear the property of such items, you will be charged an additional fee to compensate us for the inconvenience.
    4. If you do not allow us access to provide services. If you do not allow us to access to your property to perform the services as arranged (and you do not have a good reason for this) we may charge you additional costs incurred by us as a result. If, despite our reasonable efforts, we are unable to contact you or re-arrange access to your property we may end the contract.
    5. We will only work in a conducive environment. We will only agree to a supply of services after you have confirmed to us that the environment is safe and hazard free. Where you confirm that the environment is safe, but this proves untrue, we have the right to either cancel the service or charge you an additional amount.
    6. Reason we may suspend the supply of the services to you. We may have to suspend the supply of a service to make changes to the services as requested by you or notified by us to you.
    7. Your rights if we suspend the supply of services.We will contact you in advance to tell you we will be suspending supply of the service, unless the problem is urgent or an emergency. If we have to suspend the service we will adjust the price so that you do not pay for the services while they are suspended. You may contact us to end the contract for a service if we suspend it, or tell you we are going to suspend it, and we will refund any sums you have paid in advance for the service in respect of the period after you end the contract.
    8. Your storage of valuable items. If you possess items,of high monetary or sentimental value, you are required to store these items away from the areas that require cleaning services.
    9. We are not responsible for pre-existing damages to items. If after our supply of services, pre-existing damages or signs of use become visible, we will inform you of this and will not be responsible for such pre-existing damages to the item. For example, ingrained stains on upholstery and carpets, non-removable rust on fridges and other electrical appliances.
    10. You must provide all necessary additional information. In order to allow us supply the service to a high standard, you are required to tell us the items in the premises that may require special care, for example the type of carpet material or furniture wood.
  6. Your rights to cancel a booking
    1. ​​​​​​​Booking cancellation by you. You may cancel or reschedule a booking until 48 hours (2 days) the day before the Booking for free. Cancellation of your booking less than 48 hours prior to the scheduled time will incur a £50 charge.
    2. When you don’t have the right to change your mind. You do not have a right to change your mind once services have been completed.
  7. Our rights to cancel a booking
    1. When we can cancel your booking. We have the right to cancel a booking if, after inspection of the property, we determine that it will be unsafe or hazardous to the health of our operatives. In the event that we proceed to supply the service, you will be charged an additional fee of £100.
    2. Where we are unavailable to supply the service. If our operatives are unable to supply the service due to unforeseen circumstances such as illness or incapacitation, we reserve the right to either cancel or reschedule the appointment at no extra cost to you. Where this happens, we will contact you with both options and further details.
  8. ​​​​​​​How to end the contract with us (including if you have changed your mind)
    1. Tell us you want to end the contract. To end the contract with us, please let us know by calling our customer services on 07447080996 or 07931455962 email us at [email protected] Please provide your name, home or office address, details of order, and where available, your phone number and email address.
    2. How we will refund you. We will refund you the price you paid for the service, by bank transfer. Refunds will be made within 3-5 business days of you telling us you wish to cancel your booking.
    3. Deductions from refunds if you are cancelling a booking. If you are cancelling an existing booking after the supply of service has already begun, we may deduct an amount for the supply of the service for the period for which it was supplied, ending with the time when you told us you had changed your mind. The deductible amount will be in proportion to what has been supplied, in comparison with the full coverage of the contract. The booking deposit may also be non-refundable where appropriate.
    4. Additional expenses. Any additional expenses we incur in providing the services will also be deducted from any refunds we process, for example, congestion charges, parking fees and other such expenses.
  9. Our rights to end the contract
    1. We may end the contract if you break it. We may end the contract for service at at any time by writing to you if:
      1. You do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the service, for example, not providing the address of where service is to be provided; or
      2. You do not allow us to access the premises to supply the services.
  10. ​​​​​​​If there is a problem with the service
    1. How to tell us about problems. If you have any questions or complaints about the service, please contact us. You can telephone our customer service team as 07447080996 or 07931455962, or write to us at [email protected] If necessary, you can write to us by post at 15 Ingestre Road, London, United Kingdom, NW5 1XD.
    2. You must give us access to verify any complaints. If you have any complaints about a service after its completion, you must permit our operatives re-entry into the premises to confirm and verify the complaints.
    3. There is a time limit on when you can file a complaint. Any complaint that you may have must be submitted no later than 7 days after the completion of the service. Any complaint submitted after this time will not be processed.
  11. Price and payment
    1. ​​​​​​​Price for the service. The price of the service will be communicated after we visit the premises for viewing. There is a £50 deposit that is applicable on all services. In all other cases where we cannot visit the premises, we will require accurate pictures and videos of the premises in order to give you an accurate quotation.
    2. There is a premium on weekend and emergency bookings. All bookings for weekend and emergency services will be treated as premium services and the quoted price will be higher than that of a normal service. An emergency service is, for example, a same day cleaning service or a service required on a tight deadline. The additional charge will be communicated to you during your booking process.
    3. When you must pay and how you must pay. You must pay the deposit of £50 when booking your appointment. The remainder of the payment must be paid after completion of the service, before our operatives depart the premises. We accept payment through bank transfer and card payment.
    4. We can charge interest if you pay late. If you do not make any payment to us by the due date we may charge interest to you on the overdue amount at the rate of 2.5% a year above the base lending rate of Bank of England from time to time. This interest shall accrue on a daily basis from the due date of actual payment of the overdue amount, whether before or after judgement. You must pay us interest together with any overdue amount.
    5. If you submit an inaccurate video or picture. We reserve the right to review the quotation of a service where, upon actual visitation, we discover that the pictures and videos you submitted for virtual viewing were inaccurate.


  1. Our responsibility for loss or damage suffered by you
    1. When we are liable for damage to your property. In providing services on your property, we will make good any damage to your property caused by us while doing so. However, we are not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover while providing the services.
    2. Responsibility for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are nor responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the booking process.
    3. We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the services including the right to receive services which are: as described and match information we provided to you supplied with reasonable skill and care.
    4. How you handle your booking details. We will take all reasonable care, within our power, to keep the details of your booking and payment secure. Where there is no negligence on our part, we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or booking from our website.
    5. Our insurance for liability. We hold a public liability insurance up to £1,000,000
  2. How we may use your personal information
    1. ​​​​​​​How we may use your personal information. We will only use your personal information as set out in our privacy policy. By using our website, you consent to such processing and you warrant that all data you have provided us is accurate.
  3. ​​​​​​​Other important terms
    1. ​​​​​​​If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
    2. Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the services in the English courts.