AZVERA CLEANING
Terms & Conditions of Service
Last updated: 15 September 2026
These Terms and Conditions apply to cleaning services provided by Azvera Group Ltd, trading as Azvera Cleaning (“Azvera”, “we”, “us” or “our”).
Please read these Terms and Conditions before booking our services. By accepting a quotation or otherwise entering into an agreement with us for cleaning services, you agree to these Terms and Conditions.
Nothing in these Terms and Conditions affects any statutory rights that you may have under applicable consumer law.
1. About Us
Azvera Cleaning is a trading name of Azvera Group Ltd.
We provide professional cleaning services in Edinburgh and surrounding areas, including:
commercial cleaning;
Airbnb and short-term let turnovers;
end of tenancy cleaning;
communal stair cleaning; and
other cleaning services agreed with the customer.
You can contact us at:
Email: hello@azvera.co.uk
Telephone: 07830 797739
2. Quotations
Unless otherwise stated, quotations provided by Azvera are based on the information supplied by the customer at the time of the enquiry.
This may include information about the size and type of property, number of bedrooms and bathrooms, condition of the property, required cleaning tasks, access arrangements, frequency of service and any photographs or other information supplied to us.
Prices displayed on our website are starting or indicative prices unless expressly stated otherwise.
Your final quotation may vary depending on the actual requirements of the property or premises.
The customer is responsible for providing information that is reasonably accurate and complete.
If, upon arrival or during the service, we discover that the property, condition or work required differs materially from the information provided, section 8 of these Terms will apply.
Unless otherwise stated, a quotation does not include additional services, parking charges, specialist treatments or other additional costs that have not been included in the agreed quotation.
3. Booking and Acceptance
A booking is confirmed when:
we have provided or confirmed the price or basis of pricing;
the customer has accepted the booking or quotation;
any required booking deposit has been received; and
we have confirmed the booking.
For recurring commercial or Airbnb services, additional arrangements may be set out in a quotation, cleaning specification, proposal or service agreement.
Where those documents contain service-specific terms agreed between us and the customer, those terms will form part of the agreement.
4. Booking Deposits
We may require a 25% booking deposit for end of tenancy cleaning and other one-off cleaning services.
We will tell you whether a deposit is required before the booking is confirmed.
The deposit forms part of the total agreed price and will be deducted from the final amount payable.
A booking deposit is not automatically non-refundable.
If a customer cancels, any amount retained from the deposit will be determined in accordance with these Terms, applicable statutory cancellation rights and the reasonable losses actually incurred by Azvera as a result of the cancellation.
If Azvera cancels a booking and does not provide a suitable alternative acceptable to the customer, any amount paid for services not supplied will be refunded.
5. Consumer Cancellation Rights
This section applies where you are acting as a consumer rather than booking our services wholly or mainly for business purposes.
Where a cleaning service is booked at a distance, for example online, by email or telephone, or otherwise in circumstances where statutory cancellation rights apply, you may have a legal right to cancel the contract within 14 days from the day after the contract is entered into, without giving a reason.
Services requested within the 14-day cancellation period
Cleaning services are often required sooner than 14 days after booking.
If you want us to provide or begin providing the service during your statutory cancellation period, we may ask you to expressly request that the service begins during that period.
If you subsequently exercise your statutory right to cancel after we have started providing the service at your express request, you may be required to pay a proportionate amount for the services supplied up to the point at which you cancel.
Where the service has been fully performed during the cancellation period following your express request to begin the service and your acknowledgement that your cancellation right will be lost once the service is fully performed, your statutory right to cancel that service will end once performance is complete.
Nothing in our standard cancellation policy below limits any statutory cancellation rights that apply to you.
6. Our Standard Cancellation and Rescheduling Policy
Outside any applicable statutory cancellation rights, we ask customers to give us at least 48 hours' notice if they need to cancel or reschedule a booking.
Where at least 48 hours' notice is provided, we will normally allow the booking to be cancelled or moved without a cancellation charge. Any booking deposit will normally be refunded or, at the customer's request, transferred to the rearranged booking.
Where less than 48 hours' notice is provided, we reserve the right to retain part of a deposit or make a reasonable cancellation charge to cover losses directly resulting from the cancellation, such as committed labour, travel or other costs and loss arising from our inability to fill the reserved booking slot.
Any cancellation charge will be reasonable and proportionate to the circumstances and will not exceed the amount Azvera is legally entitled to recover.
We will take reasonable steps to reduce our losses where possible.
This approach is deliberate: UK government guidance says a business should not simply impose an excessive cancellation charge; what it retains or claims should relate to losses arising from the cancellation.
7. Access to the Property
The customer is responsible for ensuring that we can gain safe and timely access to the property or premises at the agreed time.
This includes ensuring that:
keys, entry codes or other agreed access arrangements are available;
any necessary access permissions have been arranged;
we have been informed of relevant security or alarm procedures; and
the property can be accessed safely.
If we cannot gain access because of circumstances for which the customer is responsible, we will attempt to contact the customer.
If access cannot be obtained within a reasonable period, we may treat the booking as a late cancellation.
In that situation, we may charge or retain a reasonable amount reflecting losses actually incurred, including committed labour, travel, parking and the loss of the booked appointment.
8. Property Condition and Additional Work
Our quotation is based on the information reasonably available to us before the service.
If the property is materially different from what was described, or requires substantially more work than could reasonably have been anticipated, we may:
explain the additional work required;
revise the estimated completion time;
propose an additional charge;
agree a revised cleaning specification; or
where completing the work safely or within the available time is not reasonably possible, limit or reschedule the service.
Examples may include excessive dirt or grease, substantial quantities of rubbish, unexpected pet hair, additional rooms or bathrooms, significant mould requiring specialist treatment, unexpected additional beds or linen, or other conditions materially outside the agreed cleaning specification.
Where reasonably practicable, we will obtain the customer's approval before carrying out chargeable additional work.
If additional work is not approved, we will normally complete the originally agreed service to the extent reasonably possible.
9. End of Tenancy Cleaning
Our end of tenancy cleaning service covers the tasks specified in the customer's quotation or agreed cleaning specification.
The customer should ensure, unless otherwise agreed, that:
personal belongings and rubbish have been removed;
the property is accessible;
the fridge and freezer are empty and, where necessary for cleaning, appropriately defrosted;
utilities necessary to perform the clean are available; and
we are informed of any areas requiring particular attention.
Cleaning can improve the cleanliness and presentation of a property but cannot remedy permanent staining, wear and tear, damage, defective sealant or grout, deterioration, maintenance issues or other defects that cannot reasonably be removed through cleaning.
Tenancy deposits
Azvera does not guarantee the return of a tenancy deposit.
Decisions concerning tenancy deposits are made by the landlord, letting agent, relevant deposit scheme or other appropriate party and may relate to matters beyond cleaning.
Nothing in this section affects your rights where Azvera has failed to perform the agreed cleaning service with reasonable care and skill.
10. Airbnb and Short-Term Let Turnovers
Our Airbnb turnover service will be carried out according to the cleaning specification agreed with the host, property manager or other customer.
Unless otherwise agreed:
clean linen and towels are supplied by the customer;
we may strip used beds and make beds using clean linen provided for the property;
consumables may be replenished from stock supplied by the customer;
property checks are visual checks only and are not professional property inspections, inventories or safety inspections; and
full laundry or linen-hire services are not included as standard.
The customer is responsible for ensuring that sufficient clean linen, towels, consumables, keys and other agreed items are available.
Unexpected conditions
Additional charges may apply where circumstances outside the agreed turnover specification materially increase the time or work required.
Examples include:
unusually excessive mess;
substantial additional rubbish;
unexpected additional beds or linen;
missing or unusable clean linen;
materially different guest damage or cleaning requirements; or
late guest departure that delays or disrupts the scheduled turnover.
Where practicable, we will contact the customer before undertaking significant additional chargeable work.
Where an urgent same-day guest check-in means immediate action is reasonably necessary, we will attempt to contact the customer and will only undertake reasonable additional work necessary to protect the turnover where the customer's prior instructions or agreed service arrangements permit us to do so.
We will keep the customer informed of any resulting additional charge.
11. Commercial Cleaning
Commercial cleaning will be carried out in accordance with the agreed quotation, cleaning specification, schedule or service agreement.
The customer is responsible for informing us about relevant:
access arrangements;
security procedures;
site rules;
known hazards;
restricted areas; and
health and safety requirements applicable to the premises.
Changes to the cleaning specification, frequency or premises may result in a revised price.
Terminating recurring commercial services
Unless a separate written service agreement states otherwise, either party may terminate an ongoing commercial cleaning arrangement by providing at least 30 days' written notice.
We may suspend or terminate services sooner where there is a serious reason to do so, including persistent non-payment, unsafe working conditions, unlawful conduct, abusive or threatening behaviour, or a serious breach of the agreement.
Where reasonably possible, we will provide notice and an opportunity to resolve the issue before terminating recurring services.
12. Specialist and Third-Party Services
Some specialist services, including professional carpet or upholstery cleaning, may be provided with the assistance of an appropriately selected third-party service provider.
We will make the nature of the service clear where relevant.
Where necessary to arrange the requested service, we may share limited customer or property information with the provider in accordance with our Privacy Notice.
Additional charges and minimum call-out charges may apply and will be communicated before the specialist service is confirmed.
13. Customer Responsibilities
Customers must take reasonable steps to provide a safe working environment.
Customers should inform us before the service of:
known hazards;
damaged or particularly delicate surfaces;
items requiring specialist treatment;
alarm or security systems;
pets present at the property;
restricted access;
unusual cleaning requirements; and
anything else that may reasonably affect the safe provision of the service.
Valuable, fragile or irreplaceable items should be appropriately secured or brought to our attention before cleaning begins.
14. Cleaning Products and Equipment
Unless otherwise agreed, Azvera will provide the standard cleaning products and equipment reasonably required to perform the agreed service.
If specialist products, equipment or treatment are required, we may discuss these with the customer and agree any additional charge before proceeding.
If a customer asks us to use a particular product or equipment supplied by them, we may decline where we reasonably consider its use unsafe, unsuitable or inconsistent with manufacturer instructions or safe working practices.
15. Parking and Additional Access Costs
Unless expressly included in the quotation, unavoidable parking charges, permits or exceptional access costs associated with providing the service may be charged to the customer where this has been communicated and agreed.
Where such costs can reasonably be identified before booking, we will tell the customer in advance.
16. Standard of Service and Cleaning Concerns
Azvera will provide services with reasonable care and skill, as required by applicable consumer law.
If you believe an agreed area has not been cleaned to the appropriate standard, please contact us as soon as reasonably possible.
We ask that cleaning concerns are reported within 24 hours of completion where reasonably possible, together with photographs where these would help us understand the issue.
The 24-hour period is intended to help us investigate cleaning issues while the condition of the property can still be reliably assessed. It does not remove or restrict any statutory rights you may have.
Where we agree that part of the cleaning service was not performed in accordance with the contract, we will provide an appropriate remedy in accordance with your legal rights. This may include returning to repeat the relevant cleaning at no additional charge within a reasonable time and without significant inconvenience.
Under the Consumer Rights Act 2015, consumers can have a right to repeat performance where a service does not conform to the contract, and potentially an appropriate price reduction where repeat performance is impossible or isn't provided within a reasonable time and without significant inconvenience.
A complimentary re-clean does not cover:
new dirt or mess arising after our service;
areas outside the original cleaning specification;
permanent staining;
ordinary wear and tear;
damage or maintenance defects;
additional services not purchased; or
issues that cleaning cannot reasonably remedy.
17. Damage and Breakages
We take reasonable care when working in customers' properties.
If we cause damage through a failure to exercise reasonable care and skill, please notify us as soon as reasonably possible so that we can investigate.
Where appropriate, we may ask for photographs or other information about the affected item or area.
Nothing in these Terms excludes or restricts liability where doing so would be unlawful.
We will not be responsible for pre-existing damage, ordinary wear and tear, inherent defects, or damage resulting from an item or surface being defective, insecure or unsuitable for normal cleaning where this was not reasonably apparent to us.
18. Payment
End of tenancy and other one-off services
Unless otherwise agreed:
a 25% booking deposit may be required to secure the booking; and
the remaining balance will be invoiced following completion and will normally be due within 24 hours.
Airbnb turnover services
Unless otherwise agreed, new or individual Airbnb turnover services will normally be invoiced after completion with payment due within 7 days.
Recurring Airbnb clients may be offered consolidated weekly or monthly invoicing or other agreed payment arrangements.
Commercial cleaning
Unless otherwise agreed in writing, recurring commercial cleaning invoices are payable within 14 days of the invoice date.
One-off commercial work may require a booking deposit.
The payment due date will be shown on the relevant invoice.
19. Late Payment
If a consumer is experiencing difficulty paying an invoice, we ask that they contact us promptly.
For business-to-business transactions, Azvera reserves the right to exercise any statutory rights available in respect of overdue commercial invoices.
UK legislation can permit statutory interest on qualifying late business payments at 8 percentage points above the Bank of England base rate, together with statutory fixed debt-recovery compensation where applicable.
We may choose not to exercise these rights in a particular case.
This section does not apply to consumer customers in circumstances where the commercial late-payment legislation does not apply.
20. Insurance
Azvera maintains business insurance appropriate to the services we provide.
The existence of insurance does not alter either party's legal rights or responsibilities under the contract.
21. Events Outside Our Reasonable Control
We will not be responsible for a delay or failure to provide a service caused by circumstances outside our reasonable control.
Examples may include severe weather, transport disruption, illness, emergencies, unsafe property conditions, loss of essential utilities or other events that make performance impossible or unsafe.
Where this occurs, we will contact the customer as soon as reasonably practicable and try to rearrange the service where appropriate.
This does not affect any right to a refund or other remedy that the customer may have under applicable law where the service is not ultimately provided.
22. Privacy and Personal Information
We process personal information in accordance with our Privacy Notice, which explains what information we collect, why we use it, who we may share it with and your data protection rights.
Our Privacy Notice is available on our website.
23. Changes to Recurring Services
For recurring services, we may occasionally need to make reasonable changes to our prices, cleaning arrangements or these Terms.
Where a change materially affects an existing recurring customer's service or price, we will provide reasonable advance notice.
The customer may terminate the recurring arrangement in accordance with any applicable termination provisions if they do not wish to accept a material change.
24. Complaints
We aim to resolve concerns fairly and promptly.
If you have a complaint about our service, please contact:
Email: hello@azvera.co.uk
Telephone: 07830 797739
Please provide your name, property or business details, date of service and enough information for us to investigate the matter.
We will review the complaint and respond as soon as reasonably practicable.
25. Governing Law
These Terms and Conditions and any contract between you and Azvera are governed by Scots law.
The Scottish courts will have jurisdiction, subject to any mandatory rights a consumer has to bring proceedings in another court under applicable law.
26. Contact Us
If you have questions about these Terms and Conditions or an Azvera service, please contact:
Azvera Group Ltd
Trading as Azvera Cleaning
Email: hello@azvera.co.uk
Telephone: 07830 797739
Last updated: 15 September 2026