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Terms and Conditions

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Brystle Policies

Brystle Refund & Cancellation Policy

1. Subscription Terms

  • All Brystle cleaning plans are billed in advance on a monthly basis.
  • Upon payment, your subscription includes access to:
    • Scheduled domestic cleaning slots
    • Customer support
    • Access to member perks (e.g., free clean, carpet service, etc.)

2. Refund Eligibility

  • We do not issue refunds for unused cleans, partial months, or early cancellations. This includes situations where:
    • You choose not to schedule your included cleans
    • You cancel after your billing date
    • You move or no longer need the service during the billing cycle
  • Why? Your payment secures cleaner availability, operations, and scheduling whether or not the service is used.

3. Free Clean + Gift Card Offer

  • A £10 Amazon gift card is a sign-up incentive for new subscribers after 28 days of active subscription.
  • Free House Clean is redeemable for subscribers upon one completed clean delivered by Brystle.
  • Gift cards are sent after 28 days and only if:
    • The account is active and not cancelled
    • At least one clean has been completed
  • No refund is issued if the user cancels before completing the trial or receiving the gift.

4. Cancellations

  • You may cancel anytime from your account dashboard or by contacting support.
  • Your subscription will remain active until the end of your current billing period.
  • You will not be charged again once cancelled.

5. Exceptions

We may issue refunds only under the following circumstances:

  • Brystle fails to deliver any cleans due to our own fault and we are unable to offer a reasonable replacement or reschedule within 7 days.
  • A booking was charged in error or due to a technical issue.
  • You cancel within 14 days of signing up, have not scheduled or used any service, and request a refund in writing (to comply with UK distance selling regulations).

6. Contact

To request a cancellation or review a refund exception, WhatsApp/Text: 07349910856 with your full name and address.

Brystle Carpet Cleaning Policy

Included in Standard and Premium Plans (Every 6 Months)
At Brystle, we offer light domestic carpet cleaning as part of our standard and premium plans to help keep your home fresh and maintained. Please note the following terms and conditions:

1. Type of Cleaning Provided

  • Carpet cleaning is performed using a domestic-grade machine suitable for routine upkeep, not industrial or commercial restoration.
  • Our service includes:
    • Light surface extraction
    • Deodorising rinse
    • Spot treatment of minor stains (where appropriate)

2. Scope & Limitations

  • Cleaning is limited to accessible floor areas only. We do not:
    • Move large furniture (beds, wardrobes, sofas, etc.)
    • Clean under fitted or obstructed areas
    • Treat pet urine or heavy staining
  • We reserve the right to refuse carpet cleaning in areas with:
    • Excessive damage or infestation
    • Heavy staining, biohazards, or contamination

3. Drying & Aftercare

  • Drying times vary based on carpet type, ventilation, and weather.
  • Customers are responsible for:
    • Ensuring rooms are well-ventilated after service
    • Avoiding foot traffic on damp areas for 2–6 hours

4. Liability Disclaimer

  • Brystle accepts no liability for:
    • Stains that reappear after drying
    • Colour run or shrinkage on untreated or natural fibre carpets
    • Minor cosmetic issues caused by pre-existing carpet wear or damage
  • By booking carpet cleaning, you confirm that your carpet is:
    • In suitable condition for water-based cleaning
    • Free of manufacturer warnings against wet cleaning
  • All complaints or damage reports must be submitted in writing within 24 hours of the clean being completed. Beyond this window, Brystle accepts no liability.

5. Final Note to Customers

Our goal is to leave your carpets visibly refreshed, deodorised, and clean to a high domestic standard. This is a maintenance-level clean, not a complete restoration or industrial-level service. If in doubt, we’re happy to assess and advise before the appointment.

Deep Cleaning Policy (Brystle)

Deep cleaning is an occasional benefit included in selected subscription plans, subject to availability and the terms below. It is intended to provide additional attention to high-use areas within an actively maintained household.

Eligibility & Access

  • Deep cleaning is available once every 6 consecutive subscription months, and only if all payments are up to date and the account is in good standing.
  • We reserve the right to deny, defer, or modify the deep clean at our discretion based on operational capacity, safety, or property condition.

Scope of Service

  • Deep cleaning includes:
    • Detailed surface cleaning of accessible corners, skirting boards, and tile grout (where reachable without tools or risk)
    • Internal cleaning of appliances (only if emptied, unplugged, and safe to access)
    • Removal of surface-level limescale and grease buildup
  • This service does not include:
    • Furniture moving, ceiling or wall washing, or inaccessible areas
    • End-of-tenancy, post-construction, hoarding, or pest-affected properties
    • Chemical treatment for mould, hazardous waste, or deep carpet extraction

Booking & Rescheduling

  • Deep cleans must be requested in writing and booked at least 14 days in advance.
  • Brystle reserves the right to reschedule, split, or cancel the deep clean in part or full, including on the day of service, where conditions are unsuitable or unsafe.
  • We do not guarantee full property coverage in a single session; the clean will be completed within reasonable time and scope based on size and condition.

Limitations

  • Deep cleaning is a discretionary enhancement, not a core or guaranteed deliverable of any plan.
  • If we deem a property unsuitable (e.g., excessive neglect, safety hazard), we may cancel the session without refund or substitute with a standard clean.
  • Any refusal to follow cleaner safety requests, or any obstruction, voids the deep clean for that period.

General Cleaning Limitations & Safety Policy

At Brystle, our cleaning services are designed to deliver consistent, high-quality results while prioritising the safety of our clients, staff, and their property. The following limitations apply to all scheduled cleans:

  • Our cleaners do not perform the following tasks under any circumstance:
    • Washing, drying, or folding of personal laundry
    • Washing dishes beyond light surface tidying (e.g., clearing a sink)
    • Moving or lifting heavy furniture or appliances
    • Cleaning external windows or climbing ladders
    • Deep scrubbing of walls, ceilings, or outdoor areas
    • Pest removal, biohazard cleaning, or dealing with mould
    • Home repairs, maintenance, or any trades work (plumbing, electrical, etc.)
  • Our service is strictly limited to routine domestic cleaning of accessible, hygienic areas as presented upon arrival.
  • We reserve the right to cancel or refuse a clean on the spot if a property presents any of the following conditions:
    • Excessive clutter or hoarding
    • Unsafe, unsanitary, or hazardous environments
    • Evidence of pests, biohazards, or animal waste
    • Aggressive pets or unrestrained animals on site
    • Access, parking, or entry issues that delay or endanger the cleaner
  • Time limitations apply. Cleaners will deliver services based on the time allocated per visit. Requests outside this time may be declined or require plan upgrades.
  • Our team is not liable for damage caused by pre-existing issues, unsecured items, or customer instructions that contradict standard protocol.
  • Cleaners may decline to clean any area or item they deem:
    • Unsafe
    • Ethically inappropriate
    • Beyond the reasonable expectations of the service provided

Missed or Cancelled Cleans

At Brystle, we operate on a fixed scheduling model to ensure availability, fairness, and cleaner efficiency. The following terms apply to all cleaning appointments included within your plan:

Missed or Unused Cleans

  • All cleans must be booked and completed within your billing period. Any unused or missed cleans are automatically forfeited and do not roll over.
  • It is the customer’s responsibility to schedule cleans using the provided booking system or by contacting support. Brystle is not liable for reminders or follow-ups.

Cancellations

  • If you need to cancel or reschedule, a minimum of 48 hours’ notice is required. Anything under this threshold may be treated as a completed clean.
  • If Brystle must cancel or delay an appointment, we will offer a replacement slot within a reasonable timeframe. No refunds will be issued if the alternative is declined.

Repeated Missed Cleans

  • Customers who regularly miss, cancel, or fail to schedule appointments may have their account:
    • Placed on hold
    • Downgraded to a lower plan tier
    • Or cancelled without refund, at Brystle’s discretion

Extreme or Unclean Environments

  • Our team reserves the right to refuse entry or pause cleaning if the home is found to be unsafe, unsanitary, or unsuitable. These cases are logged as completed cleans.

No-Shows / Locked Out

  • If a cleaner arrives and cannot access the property due to no answer, no key, or unsafe entry — this is treated as a completed clean.

By subscribing, you agree to Brystle’s Refund & Cancellation Policy. Unused cleans and early cancellations do not qualify for refunds.

Data Privacy Note: We collect only necessary contact and booking info. We never share or sell your data. All payments are processed securely via GoCardless and communications are handled through encrypted platforms.