Terms of Service

These terms apply to your use of the Ivory & Cotswold Co. website (the "Site"), any enquiry you submit and any service you book. "We" means Ivory & Cotswold Care Group LTD, trading as Ivory & Cotswold Co., a company registered in England and Wales, company number 17278427. By using the Site or submitting a form you agree to these terms.

Prices shown on the Site and in our instant estimate tool are estimates based on the information you give us. An enquiry or estimate is not a contract. A binding contract is formed only when we confirm the date, time window and price in writing, or when you complete a booking and payment on the Site and receive our confirmation. Arrival times are windows, not fixed start times.

Work materially different from what you described, or extra work requested on the day, may be quoted separately before we proceed.

If you are a consumer and you booked online, by telephone or otherwise away from our premises, you have the right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel within 14 days of the day we confirm your booking, for any reason and without penalty.

To cancel, simply tell us — email hello@ivorycotswold.co.uk, call 01452 905164, or use the cancellation option in your account. You may use the model cancellation form, but you don't have to. We will refund all payments received within 14 days of being told.

Important: if you ask us to start work during the 14-day period and you then cancel, you must pay a proportionate amount for what we have already done. If we complete the service in full within the 14 days at your express request, your right to cancel is lost for that visit. When you book a date inside 14 days you are expressly requesting early performance and you acknowledge this.

For changes and cancellations that fall outside section 3 — for example a rescheduled visit on a recurring plan, or a business customer — please give at least 24 hours' notice. Changes made more than 24 hours before the visit are free of charge. Inside 24 hours we may charge up to 50% of the booking value to cover the reserved slot. If our team cannot get safe access to the property, the visit may be treated as a cancellation inside 24 hours.

We may cancel or reschedule for reasons of safety, illness, severe weather or events outside our reasonable control, and will offer you the earliest alternative slot or a full refund.

You agree to give safe access for the confirmed window, including keys, codes, alarm details and parking where relevant, and to tell us in advance about hazards, pets, damaged fittings or items needing special care. Please secure valuables and anything fragile or irreplaceable before the visit.

A cleaning booking is secured by paying either the full price or a 50% deposit. If a deposit is chosen, the remaining 50% is due within 24 hours after the clean is completed. Linen and laundry bookings are paid in full at booking. Overdue payments may result in lawful late-payment interest and recovery costs where applicable, and future bookings may be suspended until outstanding balances are paid. Recurring plans are charged at the interval shown and can be paused or cancelled from your account.

Linen is collected from and returned to your property at the scheduled times, with a minimum order of £25, and is available within Gloucestershire from our Gloucester hub. Please tell us about items that are delicate, non-colourfast or unsuitable for commercial laundering; we are not liable for damage to items where that information was not provided or where care labels have been removed. Uncollected items are held for 30 days.

Work is carried out by vetted, insured cleaning professionals trained to the Ivory Standard. We supply our own materials and equipment unless agreed otherwise in writing. Please do not solicit our staff to work for you directly during, or for six months after, our engagement.

If anything is not to your satisfaction, tell us within 24 hours of the visit and we will return to put it right wherever reasonably possible, at no charge. Email hello@ivorycotswold.co.uk or call us; we acknowledge complaints within 2 working days and aim to resolve them within 14 days. If we cannot resolve matters between us, you may ask us to consider alternative dispute resolution; we are not currently a member of an ADR scheme, and you remain free to take the matter to court.

We carry public liability insurance. Nothing in these terms limits our liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be excluded under English law — including your rights under the Consumer Rights Act 2015 that services be carried out with reasonable care and skill. Subject to that, our liability for any other loss arising from a visit is limited to the price paid for the relevant service, and we are not liable for business losses (loss of profit, revenue or opportunity) where you are a business customer.

If you are a consumer in the UK, you have statutory rights under the Consumer Rights Act 2015 and the 2013 Regulations that are not affected by these terms. Nothing here is intended to reduce them.

The content, images and branding on this Site belong to us and may not be copied or reused without permission. You agree not to misuse the Site, submit false enquiries, or attempt to access accounts or areas that are not yours. The staff portal is for authorised personnel only.

Your personal data is handled in accordance with our Privacy Policy and Cookie Policy.

We may update these terms; the version in force is the one published when your booking is confirmed. The "last updated" date above shows the current version.

These terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction. If you live elsewhere in the UK, you may bring proceedings in your local courts.

Email hello@ivorycotswold.co.uk · Telephone 01452 905164 · Mobile +44 7462 148679.