Terms and Conditions

Introduction

Welcome to Go Magic Sparks! These Terms and Conditions ("Terms") govern your use of our website and our professional cleaning services. By accessing our site or booking our services, you agree to these Terms. Please read them carefully. If you do not agree, you should not use our website or services.

About Us: Go Magic Sparks is a cleaning services company based in London, United Kingdom. In these Terms, "we" or "us" refers to Go Magic Sparks, and "you" refers to the customer or site user. These Terms apply to all visitors and clients of our services (both consumers and business clients).

Booking and Services

• How to Book: At present, bookings are made by contacting us (e.g. via phone or email). Payment can be made by bank transfer, cash, or credit card through a secure payment link. We plan to introduce online booking on our website soon, which will allow you to schedule services and pay directly on the site.
• Service Scope: We provide professional cleaning services (domestic and/or commercial). The specific services, date and time, and location will be agreed upon when you book. We reserve the right to decline a booking (for example, if it's outside our service area or we lack availability).
• Client Responsibilities: You are responsible for providing access to the premises at the scheduled time of the cleaning. Please ensure water, electricity, and basic amenities are available for our cleaners. For safety and efficiency, secure any fragile or valuable items before our visit (we request that irreplaceable or delicate items be put away, as we cannot guarantee against accidental damage to those items). If you have any special instructions or priorities, please communicate them to us in advance or leave a checklist for the cleaner.
• Use of Client's Equipment: We normally bring our own cleaning supplies and equipment. If you request that we use any equipment or cleaning solutions you provide, such items must be safe, in good working order, and not require special training to use. We cannot accept liability for any damage or subpar outcome resulting from using client-provided equipment or supplies.

Pricing and Payment

• Prices: All prices for our services are quoted in British Pounds Sterling (GBP). Prices include applicable taxes (VAT) unless stated otherwise. If we provide a quote for a job, that quote is valid for 30 days. We reserve the right to adjust our prices periodically (for example, due to inflation or changes in operating costs), but any such changes will be communicated and will not affect services already booked.
• Payment Terms: Payment for one-time cleaning services is due at or before the time of service, unless we agree otherwise in writing. For regular or invoiced services, all invoices must be paid no later than 7 days from the invoice date, unless otherwise agreed. We accept payment by bank transfer, cash, or major credit/debit cards (processed via Stripe). If you pay by credit/debit card, your payment will be processed securely by our payment provider, Stripe (we do not store your card details ourselves – see our Privacy Policy).
• Late or Non-Payment: If an invoice is not paid on time, we reserve the right to suspend or cancel future cleanings until payment is made. For business clients, we may charge interest or late fees on overdue amounts as permitted by law (such as under the UK Late Payment of Commercial Debts legislation), and you may be responsible for any costs of debt recovery. We will provide reminders and an opportunity to cure any missed payment before taking further action.

Cancellations and Refunds

Your Right to Cancel (Cooling-Off Period for Consumers)

If you are a consumer (not a business) booking our services at a distance (for example, online, by phone, or email), you have a legal right to cancel your booking within 14 days of entering into the contract, without giving any reason. This 14-day "cooling-off" period is provided by UK consumer law. The cooling-off period begins the day after we confirm acceptance of your booking. If you cancel within this period, you will receive a full refund of any payment you've made, provided the service has not yet been performed.

• Waiver of Cooling-Off for Urgent Services: If you request that we begin the cleaning service within the 14-day cooling-off period (for example, you booked a cleaning to take place in the next few days), we will ask for your explicit consent to start the service early. By consenting to an early start, you acknowledge that if the service is fully performed within the 14-day period, you lose the right to cancel after the service is completed. If you cancel after we have begun the cleaning but before it is completed, we are entitled to be paid for the portion of the services already provided up to the point of cancellation (and we will refund any amount you paid for the portion not provided).
• How to Cancel: To cancel a booking, you must inform us clearly (e.g. by email or phone call). We recommend you provide your name, address, and booking details. If you cancel within the legal cooling-off period as described above, we will process any due refund as soon as possible, and no later than 14 days from receiving your cancellation notice (typically back to the original payment method).
• Cancellation by You (Regular Policy): Outside of the 14-day consumer right or for non-distance bookings, we request at least 24 hours' notice if you wish to cancel or reschedule a scheduled cleaning appointment.
• No Fee for Early Cancellation: If you cancel or reschedule more than 24 hours before the appointment, there is no cancellation charge, and any prepayment will be refunded in full.
• Late Cancellation Fee: If you cancel or change the appointment with less than 24 hours notice before the scheduled start time, we reserve the right to charge you the full price of the booked service. This is because it may be too late for us to reassign our cleaners to other work. Similarly, if our team arrives for a scheduled cleaning and cannot gain entry or access (for example, you are not present as arranged, or a key we've been given doesn't work), this will be treated as a late cancellation and the full service fee may be charged. We will, of course, attempt to contact you and remedy any access issues on the spot before charging this fee.
• Our Cancellations: If we need to cancel or reschedule (due to cleaner illness, transport issues, etc.), we will notify you as soon as possible and offer an alternative appointment. If we have to cancel a service and you have already paid, you will be entitled to a full refund for that service (or you may choose to credit it toward a rescheduled cleaning). We are not liable for any loss or inconvenience you suffer due to our cancellation or delay, beyond refunding any payment for the missed service; however, we will do our best to minimize cancellations.
• No Show / Missed Appointment: In the unlikely event that our cleaner fails to attend a confirmed appointment without notice, please inform us immediately. You will not be charged, and if you pre-paid, we will refund you in full, unless you agree to apply the payment to a re-scheduled appointment.
• Refunds and Satisfaction Guarantee: Once a cleaning service has been fully carried out, we do not generally offer refunds for that service if it was provided as agreed. However, customer satisfaction is extremely important to us. If you are dissatisfied with any aspect of the cleaning, please contact us within 24 hours of the service. We will arrange to re-clean the area or correct the issue at no additional charge, in line with our service guarantee (this is our opportunity to make it right). This remedy is provided instead of a refund. Refunds are only provided in the circumstances stated in these Terms (e.g. valid cancellation, or our failure to attend a booking).

Liability and Limitations

• Our Commitment: We promise to provide cleaning services with reasonable skill and care. While we strive for excellence, there may be times things don't go as planned. This section explains our liability to you in such cases.
• Damage or Loss: Our company is insured with public liability insurance to cover accidental damage or injury that may be caused by our cleaning activities, up to a significant amount per claim. We will repair or replace items damaged by our team if we are at fault. If an item is damaged and cannot be repaired, we will compensate you for the item's current value (taking into account its age and condition) in line with our insurance policies. Note that all insurance claims may be subject to an excess (for example, the first £100 of a claim may be at the client's expense as required by our policy). We may ask you to provide evidence of the damage or value of the item as part of the claims process.
• What We Are Not Responsible For: We cannot be held liable for certain situations, including but not limited to:
  • Pre-existing conditions, wear and tear, or stains that cannot be completely cleaned using standard methods. (For example, old stains, permanent discoloration, or damage that existed before we cleaned may not come out and we are not liable for failing to remove them.)
  • Damage resulting from faulty or improper installation of items/fittings in your premises (for instance, if a shelf falls because it was improperly mounted, or an appliance leaks due to a pre-existing fault, that is not our responsibility). We assume surfaces and fixtures are in sound condition and safe to clean.
  • If any loss or damage arises from your instructions or the use of materials/equipment you supplied against our advice, we will not be liable (see "Use of Client's Equipment" above).
  • Incidents that occur due to circumstances beyond our control (sometimes called "force majeure"). This includes events such as extreme weather, accidents, strikes, or government restrictions that prevent us from carrying out the service as scheduled. In such cases we will try to reschedule, but we aren't liable for missed or incomplete services caused by such events.
• No Indirect Damages: We are not liable for any indirect or consequential losses you may suffer. In legal terms, this means if you incur losses that were not a foreseeable result of our breaching these Terms (for example, loss of income because you took time off for a cleaning that was delayed), we will not cover those. We are only responsible for losses that are a direct and natural result of something we did wrong, and that were contemplated at the time of contracting.
• Arrival Times: We aim to arrive on time for all appointments. However, specified appointment times are estimates. There may be delays due to traffic or other unforeseen issues. If our cleaner is running late, we will inform you. A delay in arrival does not entitle you to a refund or compensation, as long as the service is provided that day. If a delay makes the service impractical (e.g. we cannot arrive at all that day), we will reschedule at no extra charge or offer a refund for that appointment.
• Security and Keys: If you provide us with keys or access codes, we will take care to keep them secure. We will only use them for the agreed service. In the unlikely event we lose your key, we will pay for a standard replacement or locksmith fee (capped at £30 per location as per our policy). We have no liability for unauthorized entry if you have other copies of keys or if someone else apart from our team gains access due to factors not caused by us.
• Limitation of Liability: To the fullest extent permitted by law, our total liability to a customer for any claims arising out of or related to our services or these Terms is limited to the amount you paid (or owe) for the specific service in question. However, we do not limit or exclude liability where it is illegal to do so, such as for death or personal injury caused by our negligence, or for our fraud or fraudulent misrepresentation. Your statutory rights are not affected by these Terms.

Intellectual Property and Website Use

• Website Content: All content on the Go Magic Sparks website (such as text, images, logos, and graphics) is owned by or licensed to us. It is protected by copyright, trademark, and other intellectual property laws. You may not reproduce, distribute, or create derivative works from our website content without our prior written consent. You are welcome to browse and print information for your personal use (for example, printing out these Terms or a service description), but any commercial use is prohibited without permission.
• User Conduct: When using our website, you agree to do so lawfully and respectfully. You must not attempt to gain unauthorized access to any part of our site, disrupt its functionality, or introduce any harmful material (such as viruses or malware). You also must not use our site to post or transmit any unlawful or infringing material.
• Third-Party Links: Our website may contain links to third-party websites (for example, payment processors or partner sites). These links are provided for convenience. We have no control over the content or practices of those third-party sites and accept no responsibility for them. If you follow third-party links, you do so at your own risk, and you should read the terms and policies of those sites.
• Reviews and Testimonials: If you submit any feedback, reviews, or testimonials to us, you agree that we may use and publish those comments on our website or marketing materials. We will usually identify you by first name or initials only, to protect your privacy, unless you consent to using your full name. All such submissions should be your honest opinions and original content. We reserve the right to moderate or edit reviews for clarity, length, or offensive content, but we will never alter the substance of your feedback without your permission.

Privacy

Your privacy is very important to us. Our Privacy Policy explains how we collect, use, and protect your personal data when you use our site or services. By using our services, you consent to the collection and use of information as described in our Privacy Policy. If you have any questions about how we handle data, please contact us. See the Privacy Policy for details.

Changes to These Terms

We may update or modify these Terms from time to time, for example to comply with new laws or accommodate new features of our service. If we make significant changes, we will notify customers or post a prominent notice on our website. The latest version of the Terms will always be available on our website (with a "last updated" date). By continuing to use our site or services after changes are posted, you agree to the revised Terms. If you do not agree to the changes, you should stop using our services and contact us regarding any concerns.

Governing Law and Disputes

These Terms and any contracts for services are governed by the laws of England and Wales. This means any dispute or claim arising out of or in connection with these Terms (including non-contractual disputes) will be governed by English law. You and we both agree that the courts of England and Wales will have exclusive jurisdiction to settle any disputes or claims. However, if you are a resident of another part of the UK (Scotland or Northern Ireland), you may also bring proceedings in your local courts under applicable consumer laws. We encourage you to contact us first to resolve any issue – customer satisfaction is our priority.