Terms and conditions

Before the service begins, the Customer is responsible for preparing the Property and ensuring that any items requiring special handling or protection have been removed, secured, or clearly identified to Maison BPS.

The Customer must inform Maison BPS before the commencement of the service of:

• items requiring specialist cleaning or handling;
• fragile or irreplaceable items;
• high-value possessions;
• existing damage or defects;
• areas that should not be cleaned; and
• any hazards that may affect the safe delivery of the service.

Customers are responsible for removing or securing cash, jewellery, artwork, collectibles, important documents, designer goods and other valuable items before the service.

Where valuable items remain within the property, they must be declared to Maison BPS before the service begins.

Maison BPS shall not be responsible for loss or damage relating to valuables that have not been disclosed or that remain unsecured during the service, except where liability cannot lawfully be excluded.

Customers must identify any fragile, antique, irreplaceable, sentimental, or specialist items that require particular care, including items with manufacturer-specific cleaning instructions.

Our team will exercise reasonable care when working around disclosed items. However, customers acknowledge that undisclosed fragile or specialist items remain at the customer's own risk.

Where appropriate, Maison BPS reserves the right to decline to clean or move items that may be damaged by normal cleaning procedures.

Unless Laundry Services have been specifically booked, Maison BPS does not undertake the inspection, sorting, or assessment of garments or textiles.

Where Laundry Services are booked, the Customer is solely responsible for identifying and separating any garments requiring special care, including but not limited to:

• dry-clean-only items;
• hand-wash-only garments;
• delicate fabrics;
• silk;
• wool;
• cashmere;
• leather;
• suede;
• designer clothing;
• vintage garments; and
• garments with specialist manufacturer care instructions.

Maison BPS will rely on the information provided by the Customer and will not be responsible for damage arising from the Customer's failure to identify garments requiring specialist care.

Maison BPS provides domestic and commercial cleaning services as described in the confirmed booking.

Unless expressly agreed in writing, our services do not include:

• garment inspection;
• textile identification;
• conservation cleaning;
• restoration services;
• specialist fabric care; or
• appraisal of valuables.

Customers must inform Maison BPS of any existing damage, defects, loose fixtures, unstable furniture, cracked glass, damaged flooring, appliances, decorations, or other conditions that may be affected during cleaning.

This includes, but is not limited to:

• loose handles;
• unstable shelving;
• cracked mirrors;
• chipped glass;
• worn flooring;
• damaged paintwork;
• water damage; and
• any other pre-existing condition that could deteriorate during the service.

Maison BPS shall not be responsible for deterioration, failure, or breakage resulting from pre-existing defects, normal wear and tear, latent defects, or inadequate installation.

Maison BPS performs only the services booked by the customer.

From time to time our staff may perform minor additional tasks as a goodwill gesture. Such tasks are discretionary, do not form part of the contracted service, and do not create any ongoing obligation for Maison BPS to perform similar services in the future.

Maison BPS may take before-and-after photographs of the service provided for comparison and evidential purposes only.

These photographs are for the sole use of Maison BPS and the Customer. They will not be shared with any third party.

Photographs are retained solely for use in the event of a claim or dispute and will be handled in accordance with our Privacy Policy.

Where specifically requested by the Customer, Maison BPS may, at its discretion, arrange for a body-worn camera to be used during the service.

Our cleaning operatives are not authorised to admit liability, agree compensation, vary these Terms, or settle claims on behalf of Maison BPS.

Maison BPS maintains appropriate insurance coverage and will exercise reasonable skill and care in carrying out its services.

Where a claim is made, Maison BPS reserves the right to refer the matter to its insurers. Customers agree to cooperate with any reasonable requests for information made during the investigation.

Any claim for alleged loss or damage must:

• be reported within 24–48 hours of the service;
• include photographs;
• include receipts or proof of ownership where available;
• identify the alleged damage; and
• allow Maison BPS or its insurer reasonable opportunity to inspect the item before repair or replacement.

Customers must not dispose of damaged items until the investigation has concluded.

By confirming a booking, the customer confirms that:

• All information provided regarding the property is complete and accurate.
• Any valuable, fragile, sentimental, or specialist-care items have been disclosed before the service.
• Any garments or textiles requiring special handling have been removed or clearly identified where applicable.
• Any known pre-existing damage has been disclosed.
• Maison BPS is authorised to enter the property and perform the services requested.

Maison BPS will exercise reasonable skill and care in carrying out its services and maintains appropriate insurance coverage.