Hello Fresh Pads – Terms and Conditions
Effective Date: 6th August 2025
These Terms and Conditions govern the services provided by Hello Fresh Pads, a cleaning company specialising in holiday let and Airbnb cleaning, based in Chippenham and serving Wiltshire and South Gloucestershire. By booking our services, you agree to the following terms.
1. Service Area and Travel Surcharge
Hello Fresh Pads is based in Chippenham. For locations outside the immediate area, a travel surcharge of £0.25 per mile (each way) will be added to your invoice, calculated from Chippenham to the service address, these charges are given to the drivers directly by us to cover fuel costs.
2. Cancellations and Rescheduling
- We require a minimum of 24 hours’ notice for cancellations or changes to a booking.
- If notice is given less than 24 hours before the scheduled clean, you will be charged the full cleaning fee minus any applicable fuel surcharge.
- Rescheduling on short notice may incur additional charges depending on availability.
3. Short Notice Bookings
- Bookings made with less than 12 hours’ notice may be subject to a short-notice surcharge to cover overtime and scheduling adjustments.
- We will confirm any additional charges prior to accepting the booking.
4. Guest Welcome Hampers
- We offer optional Guest Welcome Hampers, which include pre-agreed items.
- In cases where an item is unavailable, we reserve the right to substitute with a similar item of equal or greater value at no cost to you.
- A detailed receipt or list of contents will be included in the cleaner technician’s report.
5. Minor Repairs and Maintenance
- Our technicians may carry out minor repairs as necessary (e.g., changing lightbulbs, tightening fixtures).
- Any such work will be photographed before and after, and a technician’s report will be sent to the client within one hour of the clean.
- Additional costs may apply, and these will be clearly itemised in your invoice.
6. Additional Charges
Additional charges may apply under the following circumstances:
- Out-of-hours cleaning (before 8am, after 6pm)
- Sunday or Bank Holiday bookings
- Severe soiling or damage beyond normal wear and tear (e.g., stains, excessive waste)
- We recommend that in cases of severe soiling, clients pursue cost recovery from the guest/renter.
- All additional charges will be communicated and agreed upon where possible before invoicing.
7. Complaints and Feedback
- Clients must direct all complaints or concerns to our office via email or phone. We are committed to handling all complaints promptly and fairly.
- Technicians are not authorised to negotiate refunds or handle complaints on-site.
8. Respect and Safety for Cleaning Technicians
- Our technicians must be treated with respect and professionalism at all times by clients and guests.
- If a technician feels unsafe, threatened, or harassed, they are within their rights to terminate the clean immediately, and police may be contacted if necessary.
- Hello Fresh Pads operates a zero-tolerance policy towards abuse, intimidation, or inappropriate behaviour.
9. Right to Cancel
- Hello Fresh Pads reserves the right to cancel or terminate any ongoing contract or individual booking with a minimum of 48 hours’ notice.
- Any outstanding balances must be settled by the client upon cancellation.
10. Acceptance of Terms
By booking our services, you acknowledge that you have read, understood, and agree to these Terms and Conditions, effective from 6th August 2025.
Contact Us
Hello Fresh Pads
Chippenham, Wiltshire
📞 01249 698 697
📧 info@hellofreshpads.co.uk