1. About these terms
Ocean Horizon Cleaning is a trading name of JN OCEAN HORIZION HOLDNGS PTY LTD, registration number 2026/553754/07, a private company registered in South Africa (we, us, our). These terms govern our cleaning services and website enquiries. The customer is the person or business ordering the service. A person ordering for another person or organisation must have authority to do so.
These terms, the Cancellation & Refund Policy and the written quotation and booking confirmation describe the agreement. An expressly agreed, specific booking provision takes priority over a general service provision, subject to mandatory law. The Privacy Policy explains information handling; it is not a waiver of privacy rights.
2. Services and scope
We provide residential, commercial and specialised cleaning in Cape Town, subject to the scope agreed in writing. The quotation or booking confirmation identifies the property, tasks, frequency, appointment, products or equipment to be supplied, price and exclusions.
Hazardous-material removal, pest treatment, mould remediation, high-access work, restoration, handling dangerous substances and moving heavy appliances or furniture are excluded unless expressly agreed with appropriate safety arrangements. We will identify material limitations before you commit to the job.
3. Quotations and changes
Tell us accurately about the property, its condition, access, rooms and cleaning requirements. Unless your quotation states otherwise, it remains valid for 14 calendar days. If the actual condition or requested work differs materially, we will explain any revised price and obtain your agreement before performing chargeable additional work. You can decline additional work; the agreed original scope and applicable cancellation rights will then determine the next step.
4. Booking confirmation
A website enquiry, a conversation with the assistant or acceptance of these general terms does not reserve an appointment. A booking is confirmed when an authorised representative confirms the scope and appointment in writing and any agreed deposit condition is met. Email or WhatsApp can be used for written confirmation.
We will communicate material delays and agree the next step. If we cannot perform the service as agreed, your applicable cancellation and refund rights remain available. Silence does not accept a changed appointment, price or scope.
5. Pricing, deposits and payment
Prices are in South African Rand. Before you commit, the quotation will show the total price or a clear calculation basis, applicable taxes, included work and any travel or additional charges. VAT will be charged only where lawfully applicable. Any deposit and its due date must be stated before payment is required.
The invoice or written booking agreement states payment dates; unless otherwise agreed, the balance is due on completion. We will provide a record of the service and payment. No undisclosed administration, late-payment or collection fee is imposed by these terms. Tell us promptly about a disputed charge so that we can investigate.
Pay only using methods confirmed by Ocean Horizon Cleaning. Verify an unexpected request to change banking details using our published business number. We do not ask for banking passwords, card PINs or one-time passwords.
6. Cancellations and rescheduling
You may cancel an advance booking or request a different date. Any cancellation charge must be reasonable and lawful, taking account of the service, notice, prospects of filling the appointment and relevant business practice. A blanket non-refundable deposit does not override consumer rights. No charge applies where prohibited by the Consumer Protection Act, including the circumstances covered by section 17(5). See our Cancellation & Refund Policy for the process.
7. Access and customer responsibilities
Provide safe access at the agreed time, disclose entry restrictions and arrange electricity and water where needed unless otherwise agreed. Secure valuables, medication, weapons and unusually fragile items; tell us about delicate surfaces, loose fittings, existing damage and special care requirements. These precautions do not excuse damage we cause.
Keys and access information will be limited to personnel who need them for the service. We will agree handover and return arrangements and notify you promptly of a known loss or compromise. Please do not send alarm codes or copies of identity documents in an initial website enquiry.
Where access fails, we will make reasonable attempts to contact you. Any cancellation charge must comply with the Cancellation & Refund Policy; the full price is not automatically payable.
8. Children, pets and safety
Customers remain responsible for supervising children and pets. Secure animals that could escape, interrupt work or endanger staff. Disclose health and safety hazards before the appointment. We may stop unsafe work involving exposed sharps, hazardous waste, dangerous chemicals, unsafe electrical installations, unstable structures or uncontrolled aggressive animals, and explain what must be addressed before work can continue.
9. Products, equipment and cleaning limitations
We use the products and equipment agreed for the job and take reasonable care to choose suitable methods. Tell us about relevant product sensitivities or surface restrictions without sending unnecessary medical details. We may decline unsafe or unsuitable customer-supplied products.
Cleaning does not guarantee removal of permanent stains, scratches, corrosion, mould staining or deterioration. A result is guaranteed only where expressly agreed. Pre-existing deterioration is not damage caused by our service, but these limitations do not excuse negligent work or remove statutory quality protections.
10. Quality concerns
We will provide the agreed service with appropriate care, quality and timeliness. Report an incomplete or unsatisfactory task as soon as reasonably possible, preferably within 24 hours, to assist investigation. This preferred reporting period does not remove statutory rights.
Where the Consumer Protection Act applies and the required service standard is not met, you may require the defect to be remedied or a reasonable part of the price refunded, having regard to the extent of the failure. We will arrange reasonable inspection or access where needed. We do not impose a compulsory repeat clean instead of a refund to which you are entitled.
11. Damage and loss
Report alleged damage or loss promptly after discovery and provide information reasonably needed to investigate, such as photographs, relevant proof of value or access for inspection. We will consider the evidence fairly. You are not required to give up a lawful claim because an item was not moved before cleaning.
Each party remains responsible for loss or damage for which it is legally liable. Nothing excludes liability for fraud, gross negligence or other liability that cannot lawfully be excluded. These general terms do not impose a blanket customer indemnity, an automatic liability cap or an automatic exclusion of consequential loss.
12. Photographs and privacy
Photographs may be taken where lawfully necessary to record condition, scope or quality. Operational photographs are not automatically authorised for advertising. Marketing use of identifiable people or private premises requires an appropriate separate permission or other lawful basis. Personal information is handled under our Privacy Policy.
13. Staff conduct and complaints
Our personnel must behave professionally, respect the premises and limit access to areas needed for the job. Where we arrange subcontractors to perform our agreed service, that arrangement does not remove our contractual or statutory responsibilities to you.
Contact management about service or conduct concerns at info@oceanhorizoncleaning.com or 084 956 4051. We will investigate and explain the proposed resolution. You may still approach a regulator, ombud, tribunal or court with jurisdiction.
14. Events beyond reasonable control
If an event outside either party’s reasonable control materially affects the service, the affected party should notify the other promptly. We will discuss rescheduling or other appropriate remedies. This clause does not remove refund rights for services that cannot be supplied or other mandatory rights.
15. Website, assistant and intellectual property
Use the website lawfully. Do not interfere with its operation, submit fraudulent enquiries or attempt unauthorised access. The assistant helps explain services and prepare enquiries; it cannot make binding promises about price, availability or the outcome of a job. Our original branding and website content are protected by intellectual-property law, subject to the rights of their respective owners and lawful exceptions.
16. Law and updates
South African law governs the agreement. Mandatory legal requirements prevail over inconsistent wording. If a provision cannot lawfully be enforced, the remainder applies so far as it can fairly and lawfully stand.
Changes apply prospectively. The version accepted for a booking ordinarily governs that booking; uploading new website terms does not retrospectively change it. Material changes to an existing arrangement require the appropriate notice and agreement or other lawful basis. No clause forces a customer to arbitrate or waive access to a competent court or regulator.
17. Online enquiries and electronic contracts
The form is an enquiry facility. It does not collect payment or conclude a confirmed cleaning booking. You can review and correct all fields before sending. Selecting “I agree” records acceptance of the applicable service terms, subject to the final written quote and booking confirmation. A customer who declines can browse the website or contact us to discuss concerns.
Before a booking is concluded, we will provide the scope, total price or pricing basis, any applicable VAT, payment method, deposit, appointment arrangements, cancellation conditions and our business details. We do not collect bank card details through this form.
Where ECTA section 44 applies to an electronic service agreement, a consumer may cancel without penalty within seven days of concluding the agreement, with repayment within 30 days of cancellation. The statutory exception for a service begun with the consumer’s consent before that period ends may apply. Submitting an enquiry or accepting these general terms does not itself request an early start or waive applicable rights.
18. Direct-marketing cancellations
If a qualifying cleaning agreement results from direct marketing and the Consumer Protection Act cooling-off right applies, you may cancel by written or other recorded notice within five business days of concluding the service agreement, without reason or penalty. Where no goods were delivered, payments must be returned within 15 business days after the cancellation notice. Where ECTA section 44 applies instead, its applicable cooling-off rules govern. See the Cancellation & Refund Policy.
19. Recurring services and ending an arrangement
Recurring cleaning does not by itself create a minimum contract term. Unless a separate written fixed-term agreement is concluded, each confirmed appointment is subject to these terms and the cancellation policy. Notify us if you want to stop future recurring appointments; no new appointments will be added after we receive that instruction. Existing confirmed appointments are assessed under the cancellation policy.
Any fixed-term arrangement must separately specify duration, frequency, price, renewal, notice and lawful termination conditions. Where Consumer Protection Act section 14 applies, its cancellation, expiry, notice and renewal protections prevail. We will not treat acceptance of these general website terms as agreement to an undisclosed fixed term or renewal.
For a material breach, the affected party may use remedies available under the agreement and law, after any required notice and opportunity to remedy. We may stop unsafe work immediately, but any resulting charges and refunds must still be lawful and reasonable.