All About 5 Star Floor Care

1. Our Satisfaction Guarantee applies to all of our work WITHOUT EXCEPTION, UNLESS we have informed you before the work commences.
2. Our Satisfaction Guarantee EXCLUDES THE FOLLOWING SERVICES: CERTAIN STAIN and ODOUR REMOVAL, DEEP GAUGES, SCRATCHES, OR STAINING IN WOODEN FLOORS POTENTIALLY FROM OIL, WATER OR DIRT FROM NEGLECT OR POORLY MAINTAINED FLOORS WHICH HAVE BEEN LEFT UNTREATED  FOR LONG PERIODS as these are services which CANNOT BE GUARANTEED to provide a flawless result, depending on the severity of the initial problem. Often regular cleaning services will not do the job of a deep clean so customers must book the correct service and not be offended if we reach the premises and advise that extra treatments are necessary for stain & odour removal for example or that a deep clean may be recommended instead.
3. BUT DON’T WORRY, WE WILL always mention these faults to you before the work has commenced if possible or as soon as it becomes apaarent in some circumstances if this is the case.
4. We reserve the right to consider each case on the basis of the complaint itself and MAY CONTEST A CLAIM IF: we have not been given a reasonable opportunity to rectify the work, or the perceived problem is not caused by us or is an unreasonable expectation on behalf of the customer. Also potentially if  problem is not reported within 72 hours of the work being completed, or the complaint is in relation to a defect in the item in question.
5. However, you are always covered by our satisfaction guarantee and we will always come and reclean or reassess any areas of concern you have swiftly, and will do our best to deal with them in a fair and professional manner within 24-72 hours of a complaint being made whenever possible.
6. You will be notified prior to booking our service if your work is not covered by our money back guarantee, as this is NOT APPLICABLE TO ALL SERVICES EXPLAINED IN POINTS 1 and 2 ABOVE.
7. You cannot hold us responsible for (being unable to remove) carpet, upholstery, or flooring defects, or certain stains.
8. We are also fully insured for your peace of mind for Treatment Risk, Goods In Trust, and Public Liability so you’re in safe hands. Again, all we ask is that if necessary, you give us the chance to rectify a problem if it arises before making a claim.

Customers may reschedule or cancel appointments made with us by giving us a minimum of 24 hours’ notice. However, the customer agrees that we reserve the right to charge the customer a £45 cancellation fee for:

1. Any Cancelled Appointments with Less than 24 Hours’ Notice
2. Lock-outs (Where We Cannot Obtain Access to the Property for Any Reason outside of Our Control)
3. In the Event that We Cannot Carry out the Work due to Lack of Electricity or Water, for Example

We reserve the right to cancel the job or appointment without any prior notice in circumstances where:

• The Customer is Violent, Disrespectful, or Abusive towards a Member of Our Staff
• The Customer Makes Unreasonable Requests outside of the Scheduled Work to be Done

These will all incur a £45 cancellation fee

All complaints must be made in writing via email or letter, after an initial call if that's your preference. Also, complaints owing to dissatisfaction from the service we have provided, damage, or theft must be reported within 48-72 hours of our visit. Failure to adhere to these terms may affect the money-back or satisfaction guarantee that we have given you, as we reserve the right not consider some complaints made after this 48-hour period.

This is due to the fact that once we clean or finish a job we cannot be called back for muddy footprints missed in the lounge by the back door after 3-4 days for example!