These terms apply to cleaning and home services booked through Pauline & Pearl. By requesting a quote or making a booking, you agree to these terms. Please read them carefully.

Who we are & how to contact us

Pauline and Pearl is a sole-trader home services business (trading as "Pauline and Pearl") operating across Coventry, Solihull and the Arden Villages. You can reach us via the quote form on the Get a quote page or on 07915 096 475, Monday to Saturday 8:00–18:00.

Your booking is with Pauline and Pearl

The customer's booking is made with Pauline and Pearl. Pauline and Pearl arranges for an approved local professional to deliver all or part of the booked service. Pauline and Pearl remains the customer's main contact regarding the booking, including quotes, payments, changes, feedback and complaints.

Enquiries, quotations & formation of the booking

Quotes are personalised based on the information you provide. We aim to review and respond to quote requests within one working day. A booking is confirmed only once we have provided a written confirmation (email or message) of the date, time, address and agreed scope. Prior conversations, verbal indications or pending enquiries do not form a booking on their own.

Scope of work

The scope of your booking is set out in the confirmation. Additional tasks requested on the day may be accepted at the professional's discretion and may incur an additional charge, which will be agreed with you before work is carried out.

Payment

You pay Pauline and Pearl directly for your booking. Accepted payment methods and timing are confirmed with your quote. Where a deposit or pre-authorisation is used for a particular service, this will be clearly explained before you confirm.

Your 14-day right to cancel (online & telephone bookings)

Because bookings are made online, by telephone or by messaging (a "distance contract" under the Consumer Contracts Regulations 2013), you normally have 14 days from the day your booking is confirmed to change your mind and cancel — without giving a reason and without charge. This is separate from our appointment cancellation policy below.

To exercise this right, contact us via the Get a quote page or call 07915 096 475 within the 14-day window. A clear statement that you wish to cancel is enough.
If you ask us to start the service within the 14-day period (for example, an appointment booked for the next day), you may be asked to pay a reasonable amount for any part of the service already provided up to the moment you cancel.
If the service is fully completed within the 14-day window at your express request, the right to cancel no longer applies to the completed service.
This 14-day right is a legal right and is in addition to any other rights you have.

Appointment cancellations & rescheduling

Separately from the 14-day right above, we ask for reasonable notice if you need to reschedule or cancel a specific appointment:

Please give us as much notice as possible — 24 hours or more is preferred.
Short-notice cancellations (less than 24 hours) or lock-outs may be subject to a fee, which will be explained with your quote and confirmation before you book.
For recurring bookings, we aim to match you with a regular preferred cleaner wherever possible. If your usual cleaner is unavailable, Pauline and Pearl may arrange an approved replacement so your service can continue. We will communicate any change with you.

Customer access, keys & alarm codes

You are responsible for providing safe access to the property at the agreed time. Access instructions, key arrangements and alarm codes are collected privately after your booking has been accepted and assigned. We treat access information carefully — see our Privacy Policy.

Pets, parking, utilities & safe conditions

Please let us know in advance about any pets, parking arrangements, or anything the professional should be aware of. The property must have working utilities reasonably required to complete the service (for example, running water and electricity). If the property is unsafe or the conditions materially differ from those described, the professional may leave; the booking may still be chargeable.

Valuables, fragile items & allergies

Please tell us in advance about valuables, fragile items, allergies, sensitivities or areas you'd prefer not be cleaned. Please keep valuables and cash secure prior to your appointment.

Gardening, tools & weather

For garden care, tool and equipment arrangements, green-waste handling and hazards are confirmed before the visit. Garden visits may be rescheduled where weather makes work unsafe or impractical.

Respectful customer conduct

We ask all customers to treat the professional attending their property with respect. Inappropriate behaviour of any kind will not be tolerated. The professional may leave and end the appointment if they feel unsafe or uncomfortable at any time; the booking may still be chargeable in such cases.

Service limitations

Our services do not include biohazard removal, hoarding-level clearance, external roofing or gutter work, or anything requiring specialist licensing or equipment beyond standard cleaning or garden care. If in doubt, please ask — we'll be honest about what we can and can't take on.

If something's not quite right

If something doesn't feel right after your service, please contact Pauline & Pearl as soon as possible and ideally within 48 hours of your appointment, with photographs where appropriate. This allows us to review the concern promptly and discuss an appropriate solution, which may include a return visit where reasonable. Contacting us outside 48 hours does not automatically remove any statutory consumer rights you may have.

Accidental damage

In the unlikely event of accidental damage during a service, please notify Pauline & Pearl as soon as reasonably possible, and within 48 hours of your appointment where possible, so we can review and discuss next steps.

Sharing information with the assigned professional

Information necessary to fulfil a booking (such as your name, address, contact details, access instructions and the service booked) will be shared with the approved independent professional assigned to provide the service. See our Privacy Policy for detail.

Independent professionals

Services may be delivered by approved independent professionals working with Pauline & Pearl. These professionals are not employees of Pauline & Pearl and remain free to work with their own clients and other businesses. Regardless of who delivers your service, Pauline & Pearl manages your booking and remains your point of contact.

Events beyond reasonable control

We are not responsible for failure or delay caused by events reasonably beyond our control (for example, extreme weather, illness, utility outage or transport disruption). Where reasonably possible we will rearrange your booking.

Privacy

Personal information is handled in line with our Privacy Policy.

Your consumer rights

Nothing in these terms is intended to exclude or limit your statutory consumer rights.

Governing law

These terms are governed by the law of England and Wales.

Changes to these terms

We may update these terms from time to time. The most current version will always be available on this page.

Terms & Conditions