Your Rights as a Customer

As a Servella customer, you have clear rights and protections under both our service commitments and UK law. We're committed to providing a fair, transparent, and high-quality cleaning service. This guide explains everything you're entitled to as a customer and how we work to protect your interests.

Our service guarantees

When you book with Servella, you receive the following guarantees as standard:

Vetted and verified cleaners

Every cleaner on the Servella platform has been through our verification process:

• Identity verification with official documents (passport, driving licence, or BRP)
• Right to work in the UK confirmed
• DBS (Disclosure and Barring Service) background check completed
• Experience and skills assessed before acceptance
• Ongoing performance monitoring through customer reviews

Insurance protection

All Servella cleaning services are covered by comprehensive insurance:

• Public liability insurance up to £2 million
• Coverage for accidental damage to your property during cleaning
• Coverage for breakages caused by your cleaner
• Simple claims process if something goes wrong
• No excess to pay on valid claims

Transparent pricing

We believe in clear, honest pricing with no surprises:

• The price shown when you book is the price you pay
• No hidden fees, service charges, or unexpected additions
• Any extras (inside oven, inside fridge, inside windows) are clearly priced before you add them
• Payment is only taken after your clean is completed
• Full breakdown of costs shown in your booking confirmation

Flexibility and control

You remain in control of your bookings:

• Free cancellation when done more than 72 hours before your booking
• Free rescheduling within the same cancellation window
• Easy booking management through your online dashboard
• Ability to add special instructions or notes for your cleaner
• Option to request a specific cleaner for future bookings

Dedicated support

Our support team is here to help whenever you need assistance:

• Support available via your dashboard, email, and phone
• Quick response times for urgent issues
• Help with booking changes, questions, and concerns
• Mediation if there's ever a dispute
• Escalation process if you're not satisfied with initial responses

Your consumer rights under UK law

In addition to our service guarantees, you're protected by UK consumer law. Under the Consumer Rights Act 2015, you have the right to:

• Services carried out with reasonable care and skill - your clean should meet professional standards
• Services performed as described - what we promise is what you should receive
• Services completed within a reasonable time - we'll arrive within your booking window
• Clear information about prices before you commit - no hidden costs
• A remedy if the service doesn't meet reasonable standards - refunds, re-cleans, or credits
• Protection from unfair contract terms - our terms are fair and transparent

Your data protection rights

We take your privacy seriously. Under UK GDPR (General Data Protection Regulation), you have the following rights regarding your personal data:

• Right of access - request a copy of all personal data we hold about you
• Right to rectification - have any inaccurate or incomplete data corrected
• Right to erasure - request deletion of your data (also known as the "right to be forgotten")
• Right to restrict processing - limit how we use your data in certain circumstances
• Right to data portability - receive your data in a machine-readable format
• Right to object - object to certain types of processing, including direct marketing
• Rights related to automated decision-making - not be subject to decisions made solely by automated systems

What data we collect and why

To provide our service, we collect and process certain personal data:

• Account information (name, email, phone) - to create and manage your account
• Address details - so cleaners know where to go
• Payment information - processed securely by Stripe, we don't store card numbers
• Booking history - to manage your bookings and provide better service
• Communications - to respond to your enquiries and resolve issues
• Reviews and ratings - to maintain quality standards

How to exercise your rights

You can exercise any of your rights through the following channels:

• Through your dashboard - manage your account, bookings, and preferences directly
• By email to our support team - for any requests or questions
• By phone during our support hours - for urgent matters
• Through the contact form on our website

Response times

We aim to respond promptly to all requests:

• General enquiries: Within 24-48 hours
• Data protection requests: Within 30 days (as required by law)
• Complaints: Initial response within 24 hours, resolution within 14 days
• Urgent issues: Same-day response during support hours

Further information

For complete details about our policies and your rights, please refer to our Terms of Service and Privacy Policy, available on our website. If you have any questions about your rights or how we protect them, please don't hesitate to contact our support team.