Legal
Terms and conditions
Last updated: October 20, 2026
Who we are and when these terms apply
These terms apply to cleaning services booked through this website with Lavanda Prestige Cleaning. You can contact us through the contact details published on this website. By confirming a booking you accept these terms, which are governed by Spanish law and do not limit any right you have as a consumer.
Booking
You book online by choosing your property type, address, date and time, and you see the starting price for that property type. We then confirm your booking and the final price for your property before the clean; a booking is only confirmed once we have done so. If we decline a booking — for example because the address is outside our service area or no team is available — or you don't accept the final price, you pay nothing and anything you have paid is refunded in full.
Prices and payment
Prices are shown in euros and include VAT (IVA). Optional extras are quoted separately and only charged if you agree to them. How and when you pay is shown during booking, before you confirm.
Cancelling or rescheduling
You can cancel or reschedule free of charge up to 24 hours before the start of the visit. Between 24 and 4 hours before, 50% of the price is charged. Less than 4 hours before, or if our team cannot get in at the agreed time, 100% is charged, because the team's time can no longer be given to another client. This does not affect your legal right of withdrawal described below.
Access to your home
Please make sure we can get in at the agreed time — in person, by key or with access instructions — and that water and electricity are available. Access instructions and alarm codes are stored securely and only shown to the team assigned to your visit.
If something isn't right
Tell us within 48 hours of the visit, with a short description and photos if possible, so we can look into it and put it right.
Liability
We are liable for damage our team causes to your property through fault or negligence, in accordance with the law. We are not liable for existing damage or normal wear, or for loss of cash, jewellery or other valuables that were not put away. Nothing in these terms limits liability that cannot be limited by law.
Your right of withdrawal (EU consumers)
If you book as a consumer, you may withdraw from the contract within 14 days of confirming it, without giving any reason. If you ask us to clean within those 14 days, you expressly request that the service starts during the withdrawal period: if you then withdraw, you pay a share of the price proportionate to the service already provided, and once the service has been fully provided at your request you can no longer withdraw. To withdraw, send us a clear statement — you may use the model form below, but you don't have to. We refund any payment due within 14 days, using the same payment method.
Model withdrawal form
To Lavanda Prestige Cleaning: I hereby give notice that I withdraw from my contract for the following service: [service], booked on [date], name of consumer [name], address of consumer [address], date [date]. (Only complete and return this form if you wish to withdraw from the contract.)
Complaints and disputes
Please contact us first — most problems are quickest to solve directly. Official complaint forms of the Junta de Andalucía (hojas de quejas y reclamaciones) are available on request. As a consumer you may also go to the consumer arbitration system or to the courts of your place of residence.
Changes
We may update these terms. The version that applies to a booking is the one published when you confirmed it.