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Terms of Service

Last updated: 2 November 2026

1. Who we are

KeyClean Bristol is a trading name of Halyna Stinkova, a sole trader based in Bristol, UK. In these terms, "we" and "us" mean KeyClean Bristol, and "you" means the person making the booking.

Contact: WhatsApp 07999 852567 · stinkovagalina777@gmail.com

2. Our services

We provide end of tenancy, move in / move out and after builders cleaning in Bristol (BS postcodes). What each clean includes is listed on our website. Any extras you choose (for example oven, fridge, inside windows, carpets or conservatory) are added to your booking.

3. Prices and your booking

• Your price is calculated from the details you give us: type of clean, number of bedrooms, bathrooms, WCs and extras.
• Please count a study or office as a bedroom. Kitchen, hallway, stairs and landing are always included.
• If the property is larger than booked, or in a much worse condition than a normal clean of that type (for example heavy rubbish, mould or pest contamination), we will contact you before starting to agree an updated price. If we can't agree, either of us can cancel without a fee.
• A booking request is confirmed once we message or email you to confirm the date and arrival time.
• The time you choose is an arrival window, not the length of the clean.

4. Payment

• Card payments are handled securely by Stripe. We never see or store your full card details.
• By booking, you authorise us to save your card and to place a hold (pre-authorisation) for the booking amount, usually the day before your clean.
• Your card is charged after the clean has been completed. If extras are added or removed on the day with your agreement, we charge the updated amount.
• If the hold or the payment fails, we will ask you for another payment method. Unpaid balances after the day of the clean may incur a £10 admin fee.
• Paid parking: if the only parking available is paid, the parking cost is added to your final bill.

5. Cancelling or rescheduling

• You can cancel or reschedule free of charge if there are more than 48 hours before your booked arrival time.
• If you cancel or reschedule within 48 hours of your booked arrival time, we charge 50% of the booking value, because we can no longer fill that time.
• To cancel or reschedule, message us on WhatsApp or email us. The time we receive your message counts.
• We may need to reschedule in rare cases (for example illness or severe weather). If so, we'll tell you as early as possible and there is no charge to you.

6. Access to the property

• You don't need to be home, but you must arrange access: be there to let us in, leave keys safely, or book our key collection service (weekdays only).
• If we cannot get in at the arranged time (for example wrong address, no keys, nobody answers, or the property isn't ready), the same 50% fee as a late cancellation applies.
• Please make sure water and electricity are working. For end of tenancy and move in / out cleans, the property should be clear of belongings (furniture in furnished lets is fine). For after builders cleans, building work must be finished and tools removed.

7. Our satisfaction guarantee

• If something on our checklist was missed, tell us within 48 hours of the clean and send photos of the areas.
• We will come back and re-clean those areas free of charge before discussing any partial refund.
• If you decline the re-clean, the guarantee no longer applies.
• The guarantee covers what is on our checklist and the extras you booked. It can't cover marks or damage that cleaning can't remove (for example old stains, worn surfaces or permanent limescale damage).

8. Damage and breakages

We take care in every home. If you believe we caused damage, please tell us within 48 hours with photos so we can look into it. We are not responsible for damage that existed before the clean, normal wear and tear, or problems caused by faulty fittings or items that were not secure.

9. Pets, safety and our right to refuse

• Please tell us about pets when you book and keep them secured during the clean.
• We may stop or decline a clean if conditions are unsafe, for example hazardous waste, needles, serious pest infestations, or abusive behaviour. Any charge in this case will be fair and agreed with you.

10. Your statutory rights

Nothing in these terms affects your legal rights as a consumer, including your rights under the Consumer Rights Act 2015. If you book online and ask us to carry out the clean within 14 days, you agree that we may start within the statutory cancellation period.

11. Complaints

If you're unhappy with anything, please message or email us and we'll do our best to put it right quickly.

12. Law

These terms are governed by the law of England and Wales.

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