1. Quality Standards
Butterfly Fresh LTD is committed to delivering a consistent, high-quality cleaning service on every visit. Our quality standards include:
- All staff are trained to our in-house cleaning standards before undertaking any client work
- Checklists are used on every clean to ensure no area is missed
- Supervisory checks are carried out on a regular basis
- Client feedback is actively encouraged and acted upon promptly
- We operate a 100% satisfaction guarantee — if you are not happy, we will return to put it right
2. Health & Safety Policy
The health, safety and wellbeing of our staff, clients and the public is our highest priority. We are committed to:
- Carrying out risk assessments for all premises before work commences
- Providing staff with appropriate personal protective equipment (PPE)
- Ensuring all cleaning products are used and stored safely in accordance with COSHH regulations
- Maintaining accurate records of any accidents or incidents
- Providing regular health and safety training and updates to all staff
- Complying fully with all relevant health and safety legislation
3. COSHH (Control of Substances Hazardous to Health)
We take our COSHH obligations seriously. All cleaning products used by Butterfly Fresh LTD are:
- Assessed for risk before use
- Stored securely and labelled correctly
- Used only by trained staff in accordance with manufacturer guidelines
- Disposed of in accordance with environmental regulations
Where requested, we are happy to use eco-friendly or allergen-sensitive cleaning products. Please inform us of any requirements at the time of booking.
4. DBS Checks & Staff Vetting
The safety and security of our clients is paramount. All Butterfly Fresh LTD staff:
- Undergo a Disclosure and Barring Service (DBS) check before commencing employment
- Provide verifiable references prior to employment
- Are verified for their right to work in the United Kingdom
- Carry identification and can present it upon request
5. Insurance
Butterfly Fresh LTD holds full public liability insurance. This covers any accidental damage to client property caused by our staff in the course of their duties. Proof of insurance is available upon request.
6. Equal Opportunities Policy
Butterfly Fresh LTD is an equal opportunities employer. We do not discriminate on the grounds of age, disability, gender, race, religion, sexual orientation or any other protected characteristic. We are committed to creating a diverse and inclusive workplace.
7. Environmental Policy
We recognise our responsibility to minimise our environmental impact. We are committed to:
- Using environmentally friendly cleaning products wherever possible
- Reducing waste and encouraging recycling
- Using water and energy efficiently
- Continually reviewing our practices to improve our environmental performance
8. Complaints Procedure
We take all complaints seriously and aim to resolve them promptly and fairly. If you are unhappy with any aspect of our service:
- Step 1: Contact us by phone or email within 48 hours of the clean
- Step 2: We will acknowledge your complaint within 24 hours
- Step 3: We will investigate and propose a resolution within 5 working days
- Step 4: Where appropriate, we will return to carry out any remedial work at no additional charge
To raise a complaint, please contact us at info@butterflyfreshltd.co.uk or call 07445 405818.
9. Cancellation Policy
We understand that plans can change. Our cancellation policy is as follows:
- Cancellations made more than 48 hours before a scheduled clean: no charge
- Cancellations made between 24–48 hours: 50% of the agreed fee may be charged
- Cancellations made less than 24 hours before: the full fee may be charged
We will always try to be flexible — please contact us as soon as possible if you need to cancel or reschedule.