Luma Express Cleaning Limited
Terms of Service
Effective date: 21 December 2025
Company: Luma Express Cleaning Ltd (“Luma”, “we”, “us”, “our”)
Service area: Woolwich, Plumstead, Charlton and South East London
Contact: [email protected] | 07521501306
Registered office: Woolwich, SE18
Website: lumaexpresscleaning.co.uk
1) Services we provide
We offer:
One-off Deep Clean – a detailed, intensive clean designed to reset the home by tackling built-up dirt, grime, and neglected areas.
Pet Home Deep Clean – a deep clean tailored for homes with pets, focusing on pet hair, odours, dander, and hygiene-sensitive areas.
Initial Cleaning – our first-visit clean for new regular clients. This is a deep, high-standard reset clean completed before moving onto ongoing Domestic Cleaning, so we can maintain consistent results over time.
Domestic Cleaning – ongoing weekly or fortnightly maintenance cleaning, available after an Initial Cleaning has been completed.
End of Tenancy Cleaning – a thorough move-out clean designed to help bring the property up to a high standard for handover to landlords, letting agents, or new tenants.
2) Bookings and information accuracy
You agree to provide accurate information at booking (property size/condition, bedrooms/bathrooms, access, pets, parking).
If the property condition or scope differs materially from what was described, we may:
- Adjust the time required, price, or scope
- Prioritise key areas within the booked time
- Reschedule with an updated quote (if needed)
3) What’s included (general)
Included in every clean (all services)
Kitchen: worktops & splashback (where accessible), sink & taps, hob surface, outside of cupboards (spot clean), outside of appliances (fridge, oven, microwave, dishwasher), table tops, bins (wipe & reline if liners provided)
Bathrooms: toilet (fully disinfected), sink & taps, shower/bath, mirrors, visible limescale removal on taps/shower screen, surfaces disinfected
Living areas & bedrooms: dusting reachable surfaces, wipe tables/surfaces, tidy light items (not organising), mirrors/visible glass, vacuum floors & rugs, mop hard floors
Throughout the home: skirtingi (light dust), skirting boards (quick wipe where needed), doors/handles/light switches (wipe & disinfect), remove cobwebs (reachable), final floor check
Note: We clean based on what’s accessible. For best results, we ask clients to clear clutter from surfaces and floors before we arrive. Depending on what's agreed on, if there's an area that we need to focus on, we'll spend more time on that particular area and only do the rest if time permits.
Not included unless agreed/booked as add-ons:
inside oven, inside fridge, inside cupboards/cabinets
heavy limescale restoration or specialist mould remediation
hoarding/biohazard/unsafe waste
exterior windows at height
carpet shampoo/steam cleaning (unless explicitly agreed)
full decluttering/organisation, laundry, dishwashing (unless explicitly agreed)
4) Add-ons and extra time
Add-ons must be selected at booking or agreed in writing before the service.
If additional time is needed to complete requested tasks, we will advise you and (where possible) you may purchase extra time.
5) Pricing and payments
Your booking will show the price for the selected service/time and add-ons.
Payment options (where offered):
Pay in full at booking, or
Deposit now + balance after cleaning (same day)
If you choose the deposit option:
the deposit secures your slot and is deducted from your total
the remaining balance is due after the clean via payment link/invoice (same day)
We accept payment methods shown at checkout (e.g., card via Stripe).
6) Cancellations and rescheduling
Reschedules/cancellations must be made via your booking link or by contacting us.
Because we reserve a dedicated slot and staffing for your booking, the following applies:
More than 48 hours’ notice: reschedule free of charge (subject to availability)
24–48 hours’ notice: 50% of the booking total is payable
Less than 24 hours / same-day / no access / key not available: 100% of the booking total is payable
7) Access, keys, and arrival
You are responsible for ensuring we can access the property at the agreed time:
If you will not be home, you must provide clear access instructions in advance.
If we cannot access the property within a reasonable time, it may be treated as a late cancellation/no access.
8) Safety and working conditions
We reserve the right to refuse or stop work if conditions are unsafe (e.g., aggressive pets, exposed hazards, biohazards, unsafe mould, structural issues). In such cases, cancellation/no access rules may apply.
9) Satisfaction guarantee and complaints
If you are not satisfied, you must notify us within 24 hours of service completion and, where possible, provide photos/details.
Where appropriate, we will return to correct missed areas within a reasonable timeframe.
This does not cover:
wear and tear, permanent staining, or pre-existing issues
heavy clutter preventing access to surfaces
issues outside the booked scope/add-ons
10) Damage
Please report any alleged damage within 24–48 hours of the service, with photos where possible.
We are not responsible for:
pre-existing damage
fragile/unstable items not disclosed
normal wear and tear
damage due to faulty fixtures or poor installation
11) End of tenancy notes
End of tenancy cleaning is performed to a professional standard within the booked scope and time. We cannot guarantee landlord/agent deposit outcomes or inventory decisions, especially where property condition is beyond what was disclosed.
12) Privacy
Your personal data is handled according to our Privacy Policy.
13) Governing law
These Terms are governed by the laws of England and Wales, and disputes will be handled in those courts where applicable.
Area of Service
Woolwich, Plumstead and Charlton
Call
07521501306
Site
www.lumaexpresscleaning.co.uk
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