Terms of Service

1. Introduction

These Terms of Service ("Terms") govern your use of the cleaning and facility services provided by Cleaning Apex & Facility Services Limited ("we", "us", "our", or "the Company"), a company registered in England and Wales.

By booking our services, you ("the Client", "you", or "your") agree to be bound by these Terms. Please read them carefully before making a booking.

These Terms are compliant with the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, UK GDPR, and the Data Protection Act 2018.

2. Definitions

• "Services" means any cleaning, maintenance, or facility services we provide.
• "Booking" means a confirmed appointment for Services.
• "Property" means the premises where Services are to be performed.
• "Quote" means our written estimate for the cost of Services.
• "Working Day" means Monday to Friday, excluding UK public holidays.

3. Service Agreement

3.1 Booking and Confirmation

A binding contract is formed when we confirm your booking in writing (including email). All bookings are subject to availability. We reserve the right to decline any booking at our discretion.

3.2 Quotations

Quotes are valid for 30 days from the date of issue unless otherwise stated. Prices quoted are based on the information you provide. If the actual scope of work differs significantly, we reserve the right to adjust the price accordingly, with your prior agreement.

3.3 Service Standards

We commit to providing Services with reasonable care and skill in accordance with the Consumer Rights Act 2015. Our cleaning standards comply with British Institute of Cleaning Science (BICSc) guidelines and relevant health and safety regulations.

4. Access and Property

4.1 Property Access

You must ensure we have safe and reasonable access to the Property at the agreed time. If access is not possible, a cancellation fee may apply (see Section 6).

4.2 Key Holding

If you provide us with keys or access codes, we will store them securely and use them only for the purpose of delivering Services. Keys are held at your own risk, though we take reasonable precautions to ensure their security.

4.3 Property Condition

You warrant that the Property is safe for our staff to work in. You must inform us of any hazards, including but not limited to: pest infestations, structural damage, hazardous materials (e.g., asbestos), or any conditions that may affect the health and safety of our team.

5. Payment Terms

5.1 Pricing

All prices are quoted in British Pounds Sterling (GBP) and include VAT where applicable. We are VAT registered and will provide VAT invoices upon request.

5.2 Payment Methods

We accept payment by bank transfer, debit card, credit card, and other methods as communicated at the time of booking. Payment processing is handled securely in compliance with PCI DSS standards.

5.3 Payment Schedule

• One-off Services: Payment is due upon completion unless otherwise agreed.
• Regular Services: Payment is due monthly in advance or as agreed in your service contract.
• Commercial Contracts: Payment terms as specified in your individual agreement (typically 14-30 days).

5.4 Late Payment

We reserve the right to charge interest on overdue amounts at 8% above the Bank of England base rate, in accordance with the Late Payment of Commercial Debts (Interest) Act 1998. We may also suspend Services until payment is received.

6. Cancellation and Rescheduling

6.1 Your Right to Cancel

Under the Consumer Contracts Regulations 2013, you have the right to cancel a booking within 14 days of making it, provided Services have not yet commenced. To exercise this right, contact us in writing.

6.2 Cancellation Fees

6.3 Our Right to Cancel

We may cancel or reschedule a booking due to unforeseen circumstances (e.g., staff illness, extreme weather, emergencies). In such cases, we will offer an alternative date or a full refund at your choice.

6.4 Regular Service Contracts

For ongoing service contracts, either party may terminate with 30 days written notice. Any Services already scheduled and confirmed will be honoured or subject to standard cancellation fees.

7. Liability and Insurance

7.1 Our Insurance

We maintain comprehensive insurance coverage including:

• Public Liability Insurance (minimum £5 million)
• Employer's Liability Insurance (minimum £10 million)
• Professional Indemnity Insurance

Certificates of insurance are available upon request.

7.2 Damage Claims

If you believe our staff have caused damage to your property, you must notify us within 24 hours of the Service being completed. We will investigate all claims fairly and promptly. Genuine claims will be processed through our insurance.

7.3 Limitation of Liability

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded by law.

Subject to the above, our total liability for any claim shall not exceed the greater of: (a) the price paid for the specific Service giving rise to the claim, or (b) £1,000.

7.4 Exclusions

We are not liable for:

• Pre-existing damage or wear and tear
• Damage to fragile, antique, or high-value items not disclosed prior to cleaning
• Colour fading or shrinkage of fabrics during cleaning
• Stains that cannot be removed despite our best efforts
• Any indirect or consequential losses

8. Satisfaction Guarantee

We are committed to your satisfaction. If you are not happy with any aspect of our Service, please contact us within 24 hours and we will:

• Return to re-clean the affected areas at no additional charge
• If re-cleaning does not resolve the issue, discuss a partial or full refund

This guarantee applies to domestic cleaning services and end of tenancy cleans (subject to a satisfactory re-inspection within 72 hours of the original clean).

9. Data Protection and Privacy

9.1 GDPR Compliance

We process your personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. For full details, please refer to our Privacy Policy.

9.2 Data We Collect

We collect and process the following data to provide our Services:

• Name, address, and contact details
• Property access information (keys, codes)
• Payment information
• Service history and preferences
• Communications between you and us

9.3 Your Rights

Under UK GDPR, you have the right to:

• Access your personal data
• Rectify inaccurate data
• Request erasure of your data
• Restrict or object to processing
• Data portability
• Lodge a complaint with the Information Commissioner's Office (ICO)

10. Health and Safety

We comply with the Health and Safety at Work Act 1974 and all relevant regulations. Our staff are trained in safe working practices, COSHH (Control of Substances Hazardous to Health), and manual handling.

We use eco-friendly, non-toxic cleaning products wherever possible. If you have specific requirements regarding cleaning products (e.g., allergies, environmental concerns), please inform us before your booking.

11. Complaints Procedure

If you have a complaint, please contact us:

• Email: info@cleaningapexfacillities.co.uk
• Phone: 020 1234 5678
• Post: 123 Business Park, London, E1 6AN

We aim to acknowledge complaints within 2 working days and provide a full response within 10 working days. If you remain dissatisfied, you may refer the matter to alternative dispute resolution services or the courts.

12. General Provisions

12.1 Entire Agreement

These Terms, together with our Privacy Policy and any specific service agreement, constitute the entire agreement between you and us.

12.2 Amendments

We may update these Terms from time to time. Material changes will be communicated to existing customers. Continued use of our Services after changes constitutes acceptance of the updated Terms.

12.3 Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

12.4 Governing Law

These Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

12.5 Third Party Rights

These Terms do not confer any rights on any third party under the Contracts (Rights of Third Parties) Act 1999.