Terms of Service

1. Agreement

These terms govern cleaning services provided by MaltaCleaners ("we", "us") in Malta and Gozo. By booking — via our website, WhatsApp, or phone — you accept these terms. Bookings are confirmed once we send a confirmation message or email.

2. Services & pricing

• Residential services are priced per hour with a minimum of 3 hours (4 for move-in/out and post-construction). Final price depends on property size and condition; quotes given before booking are estimates unless confirmed as fixed.
• Short-let/Airbnb turnovers are priced fixed per turnover by bedroom count and tier, as shown at booking.
• Displayed prices are in EUR and include cleaning supplies. Promotional prices state their conditions and expiry.
• A same-day rush fee (€10) may apply to urgent bookings scheduled 4–24 hours away, subject to availability. Requests under 4 hours cannot be accepted through online booking.

3. Booking, cancellation & rescheduling

• All bookings are subject to availability until confirmed by us.
• Free cancellation/rescheduling up to 24 hours before the scheduled start.
• Cancellations within 24 hours incur a 50% fee of the booked price.
• Recurring plans have no long-term contract: cancel anytime. The discount terms of your plan apply while it is active.
• We may reschedule for reasons outside our control (weather, access, safety); you will be offered the nearest alternative slot or a full refund/credit.

4. Access & conditions at the property

• Someone must provide access at the agreed time, or the visit may count as a late cancellation.
• Basic utilities (water, power) must be available for the service to be delivered.
• Please secure valuables; our team will not move heavy furniture, handle hazardous materials, or clean at unsafe heights.
• Declare pets in advance. Our team may pause a service if an animal poses a safety risk.

5. Satisfaction guarantee

If something is not right, tell us within 24 hours of the service and we will return to re-clean the affected areas at no extra cost. This guarantee covers the delivered service matching what was booked; it does not cover pre-existing damage, wear, or conditions outside the service scope.

6. AI-assisted messaging

• Parts of our chat and email responses are drafted with AI assistance to respond faster.
• AI output may be incomplete or inaccurate and does not by itself constitute professional advice. Our team confirms prices, availability, and bookings before they are binding.
• Consequential actions (quotes sent, bookings created, payments requested) are reviewed by a person before being executed or approved.

7. Payments

• Accepted methods: cash on completion, or card/Revolut via the payment link we send. Card data is processed by the payment provider — we never see or store card numbers.
• Unless stated otherwise, payment is due on the day of service. Persistent non-payment may pause future bookings.

8. Liability

• If our team damages something, report it within 48 hours with photos so we can assess the incident and coordinate the appropriate next steps.
• Our liability is limited to the value of the affected item(s) and, in any case, to the price of the booking concerned. We are not liable for indirect losses (e.g., lost income).
• We are not liable for pre-existing defects reported or evident at the start of service, nor for issues caused by third parties or by inaccurate information you provided.

9. Acceptable use

Do not use our channels to harass our team, send unlawful content, attempt to extract internal data, or misuse the booking system. We may decline service where abuse, safety risks, or repeated no-access events occur.

10. Law & contact

These terms are governed by the laws of Malta. Questions: [email protected] · +356 99962381. See also our Privacy Policy.