Terms and Conditions – PL Commercial Cleaning Services (UK)

Welcome to PL Commercial Cleaning Services (“the Company”). By accessing, booking, or using our commercial cleaning and office cleaning services, you (“the Client”) agree to be bound by these Terms and Conditions. These terms form a contract between the Client and the Company for any cleaning services provided. If you do not agree with any part of these terms, please refrain from using our services. Using our services or scheduling a cleaning visit constitutes acceptance of these terms and conditions and your agreement to comply with them in full. We recommend that you read this document carefully and retain a copy for your records.

Definitions

For the purpose of this Terms and Conditions document, the following definitions apply:

“Company” – refers to PL Commercial Cleaning Services, including any employees, agents, or subcontractors acting on the Company’s behalf.
“Client” – refers to the person, business, firm, or corporate body (including any subsidiaries or associated companies) that purchases or uses the cleaning services from the Company.
“Service” or “Services” – refers to the commercial cleaning services provided by the Company to the Client. This includes any type of cleaning task undertaken such as routine office cleaning, commercial premises cleaning, carpet or upholstery cleaning, window cleaning, deep cleaning, specialty cleaning (e.g. after-builders cleaning), and any other related cleaning tasks agreed upon.
“Cleaning Visit” – refers to a visit by the Company’s cleaner or cleaning team to the Client’s premises to perform the agreed cleaning Service. Each Cleaning Visit may be part of a recurring schedule (e.g. daily, weekly) or a one-off appointment, as per the contract or booking.
“Cleaner” or “Cleaning Operative” – means any person or team assigned by the Company to carry out the cleaning services at the Client’s premises. This could be an employee of the Company or a subcontracted worker authorized by the Company.
“Agreement” or “Contract” – refers to the agreement formed between the Company and the Client by these Terms and Conditions, along with any additional written contract or service schedule that may be agreed separately. These Terms and Conditions apply to all Services unless otherwise agreed in writing.

Unless the context requires otherwise, words in the singular include the plural and vice versa, and any reference to a person includes individuals, partnerships, and corporate entities. The headings in this document are for convenience and clarity only and shall not affect its interpretation.

Scope of Services

PL Commercial Cleaning Services offers professional cleaning solutions for commercial clients. Our scope of services includes, but is not limited to:

Office Cleaning – Regular cleaning of office spaces, including dusting, vacuuming, trash removal, surface disinfection, washroom cleaning, kitchen/staff room cleaning, and general office housekeeping tasks.
Commercial Premises Cleaning – Cleaning services for various commercial environments such as retail stores, restaurants, educational facilities, healthcare clinics, warehouses, and other business premises. This may encompass floor cleaning and maintenance, window and glass cleaning, sanitization services, etc.
Carpet and Upholstery Cleaning – Specialized cleaning for carpets, rugs, and upholstered furniture in commercial spaces, using appropriate techniques (e.g. steam cleaning) to maintain cleanliness and hygiene.
Specialized Cleaning Services – Additional services upon request, which might include deep cleaning, end-of-tenancy or move-out cleaning, after-builders cleaning, post-event cleaning, IT/equipment cleaning, or other bespoke cleaning tasks. These specialized services will be detailed in the service agreement if they are included.
Supply of Consumables – If agreed, the Company can also manage the restocking of washroom consumables (soap, paper goods, etc.) or provide sanitary bin services, at additional cost as negotiated.

The exact services to be provided will be defined in the Client’s cleaning schedule or contract. The Company will use its expertise to carry out the Services to a high professional standard, using trained personnel and appropriate cleaning products and equipment. All Services will be performed during the agreed hours and frequency (e.g. specified days/times for cleaning visits), and at the Client’s Address or premises as agreed. Services outside the regular scope (for example, exterior window cleaning above ground floor, heavy industrial cleaning, or handling of hazardous materials) will only be undertaken if explicitly agreed in writing as part of specialized services and may require additional fees or a separate agreement.

The Client acknowledges that the scope of services is limited to the tasks and frequency outlined in the contract or booking confirmation. Any changes or additions to the scope must be requested and agreed upon in advance (see Booking and Contracting and Amendments sections). The Company reserves the right to decline requests that fall outside its expertise, insurance coverage, or safety parameters.

Booking and Contracting

Booking our Services: Clients may book cleaning services through various channels, including contacting us via phone, email, our website contact form, or in person. Upon receiving a service request, the Company will discuss the Client’s requirements, perhaps arrange a site visit (for large or ongoing contracts), and then provide a quotation or service proposal detailing the tasks, schedule, and pricing. A booking is confirmed once the Client explicitly accepts the quote and/or a service agreement is signed, or when the Client verbally or in writing instructs the Company to proceed with the Service. Any booking or use of our Services implies acceptance of these Terms and Conditions as part of the service contract.

Contract Agreements: For one-off or short-term services, the booking confirmation (email or written acceptance of a quote) will serve as the binding contract for that Service visit in conjunction with these T&Cs. For ongoing regular cleaning contracts, the Client may be required to sign a formal cleaning agreement that includes these T&Cs and any specific terms (such as the agreed schedule, frequency of visits, specific duties, and pricing). The contract can be for a fixed term (e.g. 6 or 12 months minimum term) or on a rolling basis as agreed. After any initial term, contracts may continue automatically on a rolling monthly basis unless terminated by either party in accordance with the Termination clause below.

Changes to Bookings: If the Client needs to make changes to a scheduled cleaning visit (e.g. change of date, time, or scope of work), the Client should notify the Company’s office as early as possible. Do not directly negotiate significant changes with the cleaning staff on site without informing the Company, as the contract for Services is between the Client and the Company (not with individual cleaners). Any additional work or changes in scope must be approved by the Company, which may result in a revised quote or additional charges if the changes go beyond the originally agreed Service. The Company reserves the right to accommodate or decline changes depending on staff availability, feasibility, and fairness to both parties. A minimum notice of 24 hours (or more, if specified in the contract) is required for non-emergency rescheduling requests (see Cancellations and Rescheduling).

Contract Variations: Unless otherwise agreed in writing by a director or authorized manager of the Company, no variation to these Terms and Conditions or the agreed scope of Services shall be binding. This means any additional agreements or amendments must be documented (for instance, via email confirmation or a written addendum) to be enforceable. The Company operates a minimum visit duration policy for on-site work; for example, a minimum charge of 2 hours per cleaning visit may apply (this will be communicated if applicable).

By entering into a service contract, the Client confirms they have the authority to bind their company or organization to this Agreement (if the Client is a business entity). The Client also agrees to provide any necessary information or preparation required for the Company to effectively carry out the Service (e.g. site access details, security procedures, any specific cleaning instructions or priorities).

Pricing and Payment Terms

Pricing Structure: The price for the Services will be agreed upon in advance, either as an hourly rate, a fixed fee per visit, or a fixed periodic fee (e.g. weekly or monthly) for regular contracts. All quoted prices are provided in Pounds Sterling (GBP) and are exclusive of VAT unless stated otherwise. If VAT or other taxes are applicable, they will be added at the appropriate rate according to UK law. Quotes or estimates are generally valid for 30 days from the quote date, after which the Company reserves the right to revise the quotation (for instance, due to changes in wage rates or scope of work). For long-term contracts, the Company may review service rates annually (typically in line with inflation, national minimum wage increases, or other cost changes) and will inform the Client of any adjustment in advance.

Invoicing: The Company will invoice the Client for services as follows: Regular ongoing services are typically invoiced monthly in arrears (at the end of each month for that month’s services) unless otherwise agreed. One-off or specialized services (e.g. a deep clean) may be invoiced upon completion of the job or, in some cases, require a deposit or upfront payment (the requirement of any upfront payment will be communicated in the booking process). Each invoice will itemize the services provided and the amount due. The Client agrees to pay the invoiced amounts no later than 30 calendar days from the invoice date, unless a different payment term is stated in the invoice or contract. (If a shorter payment term is agreed, such as 7 or 14 days, this will appear on the invoice and take precedence.)

Payment Methods: The Company accepts payment via bank transfer (BACS), standing order or direct debit (for regular payments), and may accept other methods such as credit/debit card or cheque, subject to arrangement. Details for payment (such as bank account information) will be included on the invoice. The Client is responsible for any bank charges or fees associated with their chosen payment method (e.g. international transfer fees). If paying by credit card or online portal, an additional processing fee may apply (which will be disclosed in advance if applicable).

Late Payment: Timely payment is of essence to this Agreement. If the Client fails to pay an invoice by the due date, the Company reserves the right to suspend further cleaning services until payment is received, and/or to terminate the contract for breach (see Termination clause). Additionally, the Company is entitled to charge statutory interest and late payment compensation on overdue amounts, in accordance with the UK Late Payment of Commercial Debts (Interest) Act. This means interest may accrue on overdue sums at 8% above the Bank of England base rate, or at the applicable statutory rate, from the day after the due date until payment in full. The Company may also add fixed compensation charges for debt recovery costs as permitted by law (for example, £40 for debts under £1,000, £70 for debts under £10,000, and £100 for larger debts). These remedies are cumulative and in addition to the Company’s right to recover any reasonable debt collection costs incurred.

Consistent late payment or repeated payment default may result in the Company requiring an alternative payment schedule or terms. For instance, the Company may request pre-payment for services or a security deposit if the Client has a history of late payments. The Company will provide notice to the Client if such measures are deemed necessary.

Disputed Invoices: If the Client in good faith disputes any portion of an invoice, they must notify the Company in writing as soon as possible (and before the invoice due date) specifying the nature of the dispute. The Client shall pay the undisputed portion by the due date, while both parties work in good faith to resolve the dispute over the remaining amount. Once resolved, any outstanding amount agreed as due must be paid immediately with any applicable late charges calculated from the original due date (unless otherwise agreed in the resolution).

No payment shall be deemed received until the Company has cleared funds. The Client shall not make any deduction or withholding from payment unless agreed by the Company or required by law. The Company reserves a statutory right to claim interest and compensation for late payment, as noted above, and to recover all reasonable costs of collection if legal action or a debt collection agency is needed to obtain overdue payments.

Cancellations and Rescheduling

Client Cancellation of a Scheduled Service: If the Client needs to cancel or postpone a scheduled cleaning visit, the Client should provide at least 24 hours’ notice prior to the scheduled start time of that Service. Notice must be given to the Company’s office (by phone or email) during business hours. If cancellation or rescheduling is made with at least 24 hours advance notice, the Company will attempt to reschedule the Service to a mutually convenient time, or cancel it without penalty (any pre-paid amount for that visit will be credited to the next service or refunded, as appropriate)

If the Client cancels or significantly changes the booking with less than 24 hours notice, the Company reserves the right to charge a cancellation fee up to the full price of the scheduled cleaning visit. This is because it may be too late to assign the cleaners to other work and the Company will have incurred costs. Specifically, the Client agrees to pay the full rate of the Service in the following instances:

Cancellation by the Client on the same day as the scheduled service, or after the cleaner is already en route or has arrived.
Cancellation by the Client less than 24 hours before the appointment start time (except in genuine emergencies on a case-by-case basis).
The Cleaner is unable to gain access to the premises at the arranged time, due to reasons under the Client’s control – e.g. the Client (or their representative) not present as arranged, failure to provide keys/access codes, wrong keys given, or other access issues. (These situations are treated as a short-notice cancellation by the Client.)
If on arrival the cleaning staff are prevented from carrying out their work due to the actions of the Client or a third party at the premises (for example, another contractor denying access to areas, or unsafe conditions – see Client Obligations and Health & Safety). In such cases, the visit may be aborted and still chargeable.

For non-emergency cancellations within the 24-hour window, the Company will attempt to be understanding; however, because scheduling is planned in advance, a late cancellation fee (up to full price) will normally apply. Genuine emergencies (such as sudden illness or critical situation) will be evaluated compassionately – the Company may waive or reduce the fee at its discretion if notified as soon as possible, provided such leniency is not abused.

Rescheduling: If the Client wishes to reschedule (rather than cancel) a cleaning visit, the same notice requirements apply. With sufficient notice (24+ hours), the Company will do its best to offer an alternative slot in a timely manner. No additional charge will apply for rescheduling done with proper notice. If the Client requests a reschedule on short notice (less than 24 hours ahead), it may be treated as a cancellation (with fee) unless the Company is able to accommodate the change without loss. Please note that for regular cleaning contracts, a rescheduled session later in the same week may not always be possible if the schedule is full; in such cases the service might resume at the next regular slot.

The Company strives to be flexible and will not charge a cancellation fee for changes made well in advance. To avoid charges, the Client should give as much notice as possible if skipping a regular cleaning or changing the date. Repeated cancellations or skips by the Client may result in the Company reviewing the arrangement or treating the service as terminated if it becomes impractical to maintain a schedule.

Company Cancellations or Adjustments: In rare cases, the Company might need to cancel or reschedule a service (for example, due to extreme weather, transport strikes, staff illness, or other unforeseen circumstances). The Company will inform the Client as soon as possible and will either arrange a makeup visit or adjust the billing accordingly so the Client is not charged for services not rendered. If a particular cleaner is unavailable (due to sickness or leave), the Company will endeavor to supply a substitute cleaner and inform the Client in advance. The Company will not be liable for any minor delay or failure to perform if it is due to events beyond our reasonable control (see Liability and Force Majeure), but we will always seek to minimize disruption to the Client’s service schedule.

One-Off Services: For one-time services or special deep cleans, the Company may require a deposit or pre-payment to secure the booking. Cancellation of such one-off bookings with more than 24 hours notice will result in a full refund of any pre-payment made. If cancelled with less than 24 hours notice, the deposit may be non-refundable (or a percentage may be retained) if we cannot reasonably fill the booking slot on short notice. This will be communicated at the time of booking for such one-off services.

Refunds: As cleaning is a service, the Company does not typically offer cash refunds for completed Services. Instead, any issues with service quality will be rectified as described under Service Standards. If the Client prepaid for a service that was then cancelled in accordance with these terms (with due notice), the Client is entitled to a refund of that prepayment or to have it applied to a rescheduled service. Any approved refund will be processed within 14 days by the same method the payment was made, unless otherwise agreed.

Client Obligations

To enable the Company to provide Services effectively and safely, the Client has certain responsibilities. By booking our Services, the Client agrees to the following obligations:

Access to Premises: The Client must provide the Company’s cleaning staff with safe and timely access to the premises where the Service is to be performed. If the building has controlled entry, the Client should arrange for entry (e.g. by providing keys, alarm codes, access cards, or having someone on-site to let the cleaners in). Any keys or security codes entrusted to the Company will be handled with utmost care and kept confidential (see Confidentiality and Privacy section). Keys provided must open all necessary locks without special effort or skills. The Client should notify the Company of any changes to locks, security codes, or access arrangements in advance of the next visit. If cleaners are unable to gain access at the agreed time, it may be treated as a late cancellation and chargeable (per the Cancellation policy). For sites with alarm systems, the Client should provide instructions to arm/disarm the alarm. The Company is not liable for alarm triggers or related police responses if proper instructions were not provided.
Utilities: The Client shall ensure that the premises have running water and electricity available during the cleaning visit. These utilities are essential for effective cleaning (e.g. operation of vacuum cleaners, use of hot water for cleaning). If no electricity or water is available and this prevents the cleaner from completing the job, the Company is not responsible for incomplete work due to these conditions. The Client will still be liable for the agreed fee of that visit in such a case, so please ensure necessary utilities are functioning. Heating (during colder periods) and adequate lighting should also be provided for the comfort and safety of the cleaners.
Safe and Clear Working Environment: The Client is responsible for providing a safe workspace for our staff. This includes addressing or informing us of any known hazards on the premises (such as loose floorboards, exposed wiring, slippery surfaces, dangerous machinery, hazardous substances, or areas under construction). If the premises are a construction site or undergoing refurbishment, it is the Client’s duty to ensure the environment meets basic safety standards or to inform the Company so that appropriate precautions can be arranged. The Company’s cleaners will not perform work in areas that present health or safety risks. For example, cleaners will not: climb unsecured ladders or onto rooftops, move extremely heavy furniture or objects beyond reasonable weight, or handle hazardous waste (such as sharp objects, medical or biological waste) unless specifically agreed and trained to do so. The Client should not request staff to undertake any tasks that are outside the agreed scope or unsafe. The Company has a duty of care to its employees and may refuse or halt a task that is unsafe, without liability. If other contractors or individuals are on-site (e.g. performing maintenance or DIY work simultaneously), the Client must ensure this will not impede the cleaners or create risks. We cannot clean in areas where active work by others is creating unsafe conditions, as this may void our insurance. Scheduling should be coordinated so that cleaners have reasonable space to work.
Client’s Equipment and Supplies: The Company will normally provide all standard cleaning supplies and equipment needed to perform the Service. This ensures we use products and tools that our staff are trained to use and that meet our quality standards. If the Client prefers the cleaners to use any special equipment or cleaning products provided by the Client, this must be agreed in advance. Any such client-provided equipment or chemicals must be safe, in good working order, and fit for the purpose of cleaning. The Client should also provide clear instructions for use if the equipment is complex. The Company cannot accept liability for any damage or sub-standard result arising from the use of the Client’s equipment or cleaning products at the Client’s request. (For instance, if a client insists on using a particular chemical that results in surface damage or a vacuum cleaner that malfunctions, the risk is borne by the Client.) The Company’s staff have the right to refuse use of any equipment or substance that they deem unsafe or unsuitable. Additionally, if our staff use client-supplied chemicals, we may require the Client to provide Safety Data Sheets as per COSHH regulations (Control of Substances Hazardous to Health) to ensure our compliance with health and safety laws.
Provision of Special Facilities: If a task requires use of facilities at the Client’s site (e.g. water supply, a power outlet), the Client should make these available. For example, if carpet cleaning is to be done and it requires a water source, the cleaner should be allowed to use a tap. For high-level window cleaning, if not included, the Client might need to provide access to anchor points or lifting equipment – but such specifics will be discussed in the service scope if relevant.
Tidiness and Preparation: To maximize the effectiveness of the cleaning visit, the Client is encouraged to do basic tidying up of excessive clutter beforehand (unless decluttering is part of the contracted service). While our cleaners will perform their duties diligently, they are not responsible for organizing papers, handling personal items, or lifting heavy stacks of materials unless agreed. For office environments, it’s helpful if desks are reasonably clear to allow wiping, and important documents are stored away. The Company will exercise reasonable care around the Client’s equipment and paperwork, but cannot be responsible for cleaning around significant clutter or if such clutter prevents the full cleaning task.
Pets and Animals: (If applicable) The Client should ensure that any pets at the premises (e.g. office pets or security dogs) are secured or restrained during the cleaning visit to allow our staff to work without hindrance or risk of escape/injury. The Client should inform the Company of any pets so the cleaner is aware (for example, to not let a cat out, or if a dog will be present). Our staff will take care not to disturb animals, but the Client remains responsible for pet behavior and any potential risk to our staff (such as a territorial guard dog).
Parking and Access Fees: If the Client’s premises require any parking permits, visitor parking fees, or have tolls (e.g. congestion charges in city centres), the Client should either arrange suitable parking for the cleaner’s vehicle or cover any reasonable parking or access fees incurred. For example, if the only available parking is paid on-street parking while the cleaner is working, the cost may be added to the Client’s invoice unless provided by the Client. The Client should also provide information about any restricted access times or loading bays if relevant.
Bathroom/Facility Use: Our cleaning staff may need to use on-site facilities (e.g. water supply, a sink to rinse cleaning cloths, or a restroom). The Client consents to allowing such reasonable use. The staff will of course maintain professionalism and leave any area they use (e.g. sink) in clean condition.
Secure Storage of Valuables: While our team will take due care with all property, the Client is advised to secure or put away any fragile, delicate, or valuable items before a cleaning session. This can include cash, jewelry, important documents, antiques, or electronics not meant to be moved. The Company cannot be held responsible for accidental damage to or loss of valuables that were not secured or that were handled as part of normal cleaning (for example, if an item is extremely fragile or previously damaged and it breaks during dusting). See the Liability section for details on our policy for damage. If there are specific items or areas that should not be cleaned or are high-value, the Client should clearly communicate this to the Company and/or mark those items as “Do Not Clean.”
Compliance and Cooperation: The Client shall cooperate with any reasonable requests from the Company’s management or supervisors in relation to the service. For instance, attending periodic review meetings (for larger contracts) if requested, or signing a work order or checklist when a one-off job is completed to acknowledge that the work has been done. Additionally, if the Client has any specific priorities or checklists for the cleaning visit, it is helpful to provide that in writing in advance or leave a list at the site. The Company will instruct the cleaners to follow reasonable checklists provided. (Please note that cleaners will do their best to complete all listed tasks within the allotted time, but if the list is extensive, tasks will be done in order of priority.)

In summary, the Client is expected to provide access, a safe environment, and necessary resources for cleaning, and to communicate any special requirements or changes. Failure by the Client to meet these obligations may affect the quality or ability of the Company to provide the Service, and in some cases may result in charges or termination as outlined in these terms. The Company values a partnership approach: by fulfilling the above obligations, the Client helps us maintain a high standard of service.

Service Standards and Quality Assurance

PL Commercial Cleaning Services is committed to delivering a high-quality, professional cleaning service on every visit. We take pride in our work and have instituted standards and policies to ensure consistent results and customer satisfaction.

Professional Standards: Our cleaning staff are trained in best practices for commercial cleaning and are expected to perform their duties with skill, care, and diligence. The Company will supply all necessary cleaning materials and equipment (unless otherwise agreed) that are appropriate, well-maintained, and compliant with safety standards. We use commercial-grade cleaning products and follow proper procedures for different surfaces to avoid damage. The Company monitors the performance of our cleaners through periodic inspections, supervision, and feedback from Clients. For regular contracts, a supervisor or account manager may conduct site visits or quality checks to ensure the cleaning meets the agreed standards.

Satisfaction Guarantee: While we strive for perfection, we acknowledge that occasionally something might be missed or not cleaned to the Client’s expectations. If the Client is not fully satisfied with any aspect of a cleaning visit, we request that they inform the Company within 24 hours of the service. Prompt reporting allows us to address the issue effectively. Upon receiving a complaint or notice of a missed task, the Company will arrange one of the following remedial actions at our discretion: (a) return to re-clean the specific area/task at no extra cost, as soon as feasibly possible; or (b) provide a credit or adjustment on the invoice for the affected service if re-cleaning is not possible or practical. This guarantee is our commitment to make things right. However, claims made later than 24 hours after the service may be harder to verify or remedy, and in such cases the Company may address them on a goodwill basis at our discretion. (For example, if an issue is raised days after the cleaning, dust might accumulate in the interim or another event could be responsible, making it difficult to ascertain responsibility.)

Cleaning Checklist and Scope: At the start of a contract or for a one-off job, the Company and Client will agree on the checklist or scope of tasks included. Cleaners are instructed based on that scope. If the Client has particular priorities on a given visit, they should communicate them in advance or leave a note. The Company encourages Clients to provide feedback. We maintain internal checklists and if requested, can provide a copy to the Client to show what tasks are covered. Cleaners can tick off tasks completed if that procedure is in place. Any tasks outside the agreed scope may not be done unless specifically requested and may incur extra cost (as per Booking and Contracting regarding scope changes).

Consistency and Reliability: We understand the importance of reliability in commercial cleaning. The Company will make every effort to ensure that cleaning visits occur on schedule and that the same cleaner or team services the premises for each visit, for familiarity and consistency. If a change in cleaning personnel is necessary (due to illness, holidays, staff changes, etc.), the Company will inform the Client and arrange a qualified replacement. Where possible, the Client will be notified in advance of any change in schedule or personnel. Minor timing adjustments (e.g. cleaner arriving slightly earlier or later than usual due to route planning) may occur, but we aim to stick to agreed time windows. If a delay or rescheduling is unavoidable (e.g. cleaner stuck in traffic or an emergency), we will communicate with the Client as soon as possible.

Supervision and Staff Conduct: The Company expects all employees and subcontractors to behave professionally, responsibly, and ethically at all times on Client premises. Cleaners are not allowed to smoke, eat the Client’s food, use Client telephones, or use any Client equipment not necessary for cleaning (like computers) during the service, unless with permission. They are instructed to respect confidentiality and privacy (see Confidentiality section). A supervisor or manager’s contact details will be provided for the Client to report any concerns with staff or service quality. All cleaners wear identification or uniform where applicable, making them identifiable as Company personnel.

Supplies and Equipment Quality: We assure that the cleaning products we use are suitable for the tasks and surfaces. If the Client has preferences (such as eco-friendly products or specific brands due to sensitivities), we are happy to discuss and accommodate if feasible – this may be provided by the Client or sourced by us at adjusted pricing. All equipment (vacuums, mops, etc.) we use is maintained to be in good condition. We will not use abrasive or damaging techniques on delicate surfaces; any special surfaces (marble, wood, etc.) should be pointed out by the Client so we can use the proper method.

No Guarantee of Exact Results: While we guarantee to perform services to a high standard, the Company does not guarantee that every stain or dirt can be completely removed. For example, pre-existing conditions such as permanent carpet stains, ingrained grime, or damage cannot always be remedied by standard cleaning. The Company will inform the Client if any task requested is unlikely to achieve full results (e.g. removing an old ink stain on carpet might lighten it but not fully erase). Similarly, if a surface is already damaged or worn, our cleaning might not improve it and in some cases could reveal the damage more clearly (for instance, cleaning an aged floor might show the wear). Such situations are not considered service failures.

Complaints and Feedback: All complaints or concerns are taken seriously. The Client should direct any complaints to the Company’s office (via phone or email) so that we can log and address them. We will investigate the issue (which may involve speaking with the cleaning staff, reviewing any evidence, etc.) and get back to the Client with a resolution proposal. Our goal is to resolve complaints amicably and promptly, whether it means re-cleaning, changing assigned staff, providing a discount, or other appropriate actions. We also welcome positive feedback or suggestions for improvement, as this helps us enhance our service.

By adhering to these Service Standards, the Company aims to deliver consistent excellence. In return, we ask the Client to communicate openly and allow us the opportunity to correct any shortcomings. This collaborative approach ensures the cleaning service meets or exceeds expectations.

Liability and Insurance

Insurance Coverage: The Company maintains appropriate insurance policies to protect both our clients and ourselves. This includes Public Liability Insurance with coverage up to £1,000,000 (one million pounds) for any one claim, which covers accidental property damage or injury to persons arising from our cleaning activities. We also carry Employers’ Liability Insurance as required by law (covering injuries or claims by our staff), and where applicable, insurance for key-holding (in the event we hold keys to client premises). Copies of insurance certificates can be provided to the Client upon request. Please note that some insurance claims may be subject to an excess; typically, our policies carry an excess (for example £100 or £250) which means for minor damage below that amount, a claim cannot be made. The Company’s coverage is in place to provide peace of mind and a level of compensation should an incident occur due to our negligence or fault.

Limitation of Liability: While the Company will take all reasonable care in delivering services, we shall not be liable for any loss, damage, cost, or expense (whether direct or indirect) incurred by the Client in the following circumstances:

Non-Access or Delays: The Company is not liable for any losses or inconvenience caused by a delayed arrival or inability to attend a scheduled cleaning due to circumstances beyond our control (such as severe weather, traffic disruptions, vehicle breakdown, etc.). We will endeavor to inform the Client of delays, but we shall not be responsible for any consequential losses (like loss of business income if your office opening is delayed) due to a late cleaner arrival. Similarly, if we cannot perform a service because the Client failed to provide access (no key or entry), we are not liable for the missed service (though the Client may be charged as per cancellation policy).
Client’s Breach or Omissions: We are not liable for issues arising from the Client’s failure to fulfill their obligations (as outlined in Client Obligations). For example, if cleaning could not be properly performed because of excessive clutter or hazardous conditions provided by the Client, any shortfall in service is the Client’s responsibility. We are also not liable for any damage or loss caused by equipment or cleaning products supplied by the Client for us to use at their request. The Client assumes liability for any outcomes from using such client-directed supplies or tools.
Pre-existing Damage or Wear: The Company is not responsible for any existing damage, stains, or wear and tear on the Client’s property that becomes more visible or is accidentally exacerbated during cleaning. For instance, if a carpet has a pre-existing loose seam, our vacuuming might inadvertently worsen it; if a surface has an old stain, our cleaning might not remove it fully or could uncover damage under dirt. We will exercise care, but any inherent defects or pre-existing conditions are excluded from our liability.
Indirect or Consequential Loss: To the maximum extent permitted by law, the Company will not be liable for any indirect, special, or consequential losses or damages. This includes, for example, loss of profit, loss of business, loss of goodwill, or any punitive damages arising from issues with our service. Our liability is limited to actual physical damage to property or persons caused by our negligence, subject to the exclusions and conditions herein.
Maximum Liability: In any event, the maximum liability of the Company for any claim arising (whether in contract, tort, or otherwise) shall not exceed the value of the specific cleaning service during which the incident occurred, or the available amount of insurance coverage, whichever is higher. In practice, this means minor damages may be settled directly by the Company (up to the service value), and larger claims would be referred to insurance up to policy limits. All claims are subject to a £100 excess payable by the Client – this effectively means the Company’s insurance will only cover amounts beyond £100, and the first £100 of any claim may be the Client’s responsibility or deducted from any payout (except where prohibited by law). Some small items or damages under this threshold may be addressed as a goodwill gesture by the Company, but not as an insured claim.
Items of Sentimental or High Value: The Client should either secure or specifically point out any fragile or irreplaceable items (whether monetarily or sentimentally valuable) to the Company. While we take caution, the Company shall not be liable for highly valuable items that are not removed or protected by the Client. Our insurance may not cover rare or sentimental items beyond their monetary worth. It is recommended the Client has appropriate insurance for valuable assets on the premises. In the unfortunate event an item is damaged, standard compensation will be based on the item’s current market value, not sentimental value.
Third-Party Interference: The Company is not liable for any loss or damage caused by third parties present at the premises during our service. For example, if another contractor or someone not associated with the Company causes damage or disrupts our work, that is outside our control. Similarly, if the Client invites a cleaner (who is our staff) to perform additional work outside the scheduled service or off the clock, the Company will not be liable for outcomes in those unofficial arrangements (and we strongly discourage this practice – see Employment of Staff).

Damage or Breakage Protocol: If a cleaner working on behalf of the Company causes accidental damage to the Client’s property, the cleaner is required to report it immediately to both the Client (if present) and to the Company management. The Company will then assess the situation. We reserve the right to attempt to repair the damage in the first instance (using a professional repair service if appropriate). If repair is not feasible, we will offer compensation either by replacing the item with an equivalent item or by crediting the Client with the current actual value of the item (taking into account its age and condition) towards a replacement. The Company’s liability for any single item is limited to its fair market value and not necessarily the cost of a brand-new replacement, unless the item was new (in which case we would work with new value depreciation). The Client may be asked to provide evidence of value (receipt, valuation) for high-value items if a claim is made.

Exclusions: The Company shall not be responsible for:

Cash, jewelry or small valuables missing, unless there is clear evidence of theft by our staff (which is highly unlikely and we have procedures to prevent; any such allegation will be rigorously investigated). We advise not to leave cash or valuables in plain sight to avoid any doubt. Our liability for any proven theft is of course full compensation and appropriate legal action, but in absence of proof, we cannot accept liability for missing items.
Damage due to faulty products or equipment provided by the Client. For example, if a vacuum cleaner provided by the Client has an electrical fault and causes damage or injury, the Company is not liable.
Discoloration of fabrics or surfaces over time: many cleaning agents (even appropriate ones) can, with repeated use, cause slight fading or wear. The Company is not liable for normal wear or gradual effects of cleaning. We will, however, use non-abrasive and appropriate products to minimize any such wear.
Out-of-scope tasks: any damage resulting from tasks the cleaners undertook outside their normal duties at the Client’s request (e.g. moving heavy furniture, using a ladder to clean high areas contrary to our policy) will not be the liability of the Company, especially if the cleaner acted against company guidelines to accommodate a client request. The cleaners are instructed not to violate safety rules, so this should not occur.

Claims Procedure: If the Client believes the Company is responsible for damage or loss, the Client must report the issue within 24 hours of the service (or as soon as reasonably possible upon noticing the damage). The report should include details of the damage/loss and any supporting evidence (photos, description). The Company may send a representative to inspect the damage within a reasonable time. Failure to notify promptly may void any claim, as it becomes difficult to determine responsibility after time has passed. Any claim made later than [5] working days after the incident may be rejected, as we will consider that the property might have been altered or used by others in the interim.

If a claim is accepted, the Company will work with the Client to settle it through repair, replacement, or compensation as outlined. If there is a disagreement about liability or the amount, the matter should be addressed under Claims and Disputes resolution below.

Key Security: If the Company holds keys to the Client’s premises, we undertake to make sure they are kept secure and labeled in such a way that they are not traceable to your address (for security, we may use coded tags). In the unlikely event of keys being lost or stolen while in the Company’s custody, we will inform the Client immediately and assist in mitigating the issue (e.g. arranging a locksmith). The Company’s liability for lost keys shall be limited to the reasonable cost of key replacement and/or locksmith fees for re-entry, up to a maximum of £50 per incident (unless our insurance covers more in a specific case). We strongly discourage Clients from asking cleaners to keep keys outside of the managed process (such as hiding a key on the property) – any loss due to such informal arrangements is at the Client’s risk.

No Liability for Force Majeure: The Company is not liable for failure to perform or delay in performance of any obligation under these terms if prevented or delayed by an event of force majeure. Force majeure means any circumstance beyond the reasonable control of the Company – including but not limited to acts of God, war, terrorism, civil disturbance, pandemic, strikes or labor disputes, governmental restrictions, fire, flood, or severe weather. In such cases, we will resume services as soon as feasible and the schedule may be adjusted, but no breach of contract will be inferred from the delay.

In summary, the Company will accept responsibility for genuine negligence or mistakes on our part and carry insurance to cover major incidents, but we will not accept liability for circumstances outside our control, Client’s own lapses, or normal risks associated with cleaning services. The Client’s statutory rights are not affected by these limitations, except to the extent such limitations are permitted under applicable law.

Confidentiality and Privacy

Confidential Information: During the course of providing services, it is possible that both the Client and Company may exchange or become exposed to confidential information. This could include, for the Company: access codes, keys, security procedures, business operations information, or any sensitive data the Client shares for the purpose of facilitating cleaning. For the Client, it could include the Company’s business practices, pricing, or any proprietary methods. Both parties agree to treat all such information as confidential and not to disclose it to any third party without the consent of the other party, except as required for the performance of the Services or by law. Each party shall use the other’s confidential information solely for the purposes of fulfilling the contract and shall hold it in strict confidence.

The Company acknowledges that in many cases we may be working in offices or facilities where confidential business information is present (e.g. documents on desks, discussions overheard). Our staff are trained and required not to read, disclose, or misuse any information they may encounter during cleaning. Any documents or data encountered will be left undisturbed except to the extent necessary to perform cleaning (for example, lifting papers to dust underneath and then putting them back). If the Client has any particularly sensitive areas or items (e.g. confidential files, prototypes, etc.), it is the Client’s responsibility to secure them if possible, or inform the Company so that we can instruct our staff accordingly to avoid those areas. The Company will not make or retain copies of any documents belonging to the Client, nor take photos or recordings inside the premises without explicit permission (except for legitimate business purposes such as documenting cleaning results or damages, and even then such materials are kept confidential).

Data Protection: The Company is committed to protecting the Client’s personal data in compliance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Any personal information we collect (such as contact names, phone numbers, email addresses, billing information, security contact persons, etc.) will be used only for the legitimate purposes of managing the cleaning services and our business relationship. We will not sell or share the Client’s personal data with third parties for marketing or unrelated purposes. Data may be shared with our staff on a need-to-know basis (for instance, cleaners will have the site address, any necessary access instructions, and perhaps a contact name, but they will not be given unnecessary personal details). We store client information securely, whether in digital or paper form, and retain it only for as long as necessary to fulfill our contractual and legal obligations.

The Client’s building access information (keys, alarm codes) will be kept secure. Keys are typically coded (not labeled with address) and stored in a locked key cabinet when not in use. Alarm codes or door codes are kept in encrypted digital notes or similarly protected. Only authorized personnel (the assigned cleaners and management) will have access to this sensitive info. In the event of any suspected data breach (like lost keys or a leaked code), the Company will promptly inform the Client and take appropriate remedial actions.

Privacy Policy: For more details on how we handle personal data, please refer to our Privacy Policy (if available separately on our website). If not provided, the Client may request a copy or summary of our data protection policy. The Company will comply with any applicable rights of the Client under data protection laws, such as the right to access information we hold about them or their business contact persons, and the right to correction of any inaccuracies.

Confidentiality of Contract Terms: The Client agrees that the pricing and specific terms of this cleaning services agreement are confidential and should not be disclosed to other parties (except as required by law or to obtain professional advice) without the Company’s consent. Likewise, the Company will keep confidential the details of the Client’s contract and any non-public information about the Client’s operations that we learn through the relationship.

This confidentiality clause remains in effect during the term of the contract and for at least 2 years after termination of our services (or indefinitely, as long as the information remains confidential or sensitive). The obligation does not apply to information that becomes public through no fault of the receiving party, or which was already known independently, or is required to be disclosed by legal authority (in which case the disclosing party should, if lawful, inform the other party beforehand).

By agreeing to these terms, both the Company and Client acknowledge their duty to maintain trust and confidentiality, recognizing that any breach of confidentiality could result in damages. Each party may seek legal remedies for unauthorized disclosures by the other.

Health and Safety

The Company is dedicated to maintaining a safe environment for both our cleaning staff and our clients. We comply with all relevant UK health and safety legislation, including the Health and Safety at Work etc. Act 1974, and regulations such as COSHH (Control of Substances Hazardous to Health) 2002 regarding safe use of cleaning chemicals. The following outlines our health and safety commitments and expectations:

Staff Training and Safety Procedures: All cleaning staff are trained in safe working practices, including proper lifting techniques (manual handling), the safe use of cleaning chemicals and equipment, and how to identify and mitigate common hazards. We provide personal protective equipment (PPE) as appropriate for tasks (e.g. gloves, safety goggles, high-visibility vests for certain sites, etc.). Cleaners are instructed to follow warning signs (e.g. “Wet Floor” signs after mopping) to prevent accidents. We maintain Material Safety Data Sheets (MSDS) for all chemicals we use, in compliance with COSHH, and our staff are instructed in what substances they are using and any necessary precautions. The Company conducts risk assessments for large contracts or non-routine tasks to ensure risks are identified and managed.

No High-Risk Tasks: Our standard service does not include high-risk activities such as working at significant heights, heavy construction cleanup, or handling of hazardous waste. For example, our cleaners will not climb on roofs or use ladders beyond a safe height (typically no higher than 2 steps on a step stool or as per our training). We avoid lifting very heavy objects; any furniture that cannot be moved with moderate effort by one cleaner will either be left alone or require two people if safe. We will not use corrosive or highly reactive chemicals that could pose danger (most cleaning agents we use are commercial but mild; stronger chemicals are used only by trained staff with proper PPE). If the Client requests a task that falls into a higher risk category (for instance, exterior window cleaning above ground floor, deep cleaning in an industrial environment, cleaning up biohazards, etc.), the Company will evaluate if it can be done safely. It may require special arrangements, additional charges, or referral to a specialist contractor. The Company reserves the right to refuse any task that we judge to be unsafe or outside our competence.

Client’s Responsibilities for Safety: As noted in Client Obligations, the Client should ensure the premises are in a safe condition for cleaning work. This includes notifying us of any hazards (like unsafe electrical outlets, slippery floors from leaks, chemical exposures, etc.). If the environment is deemed dangerous (e.g. presence of asbestos, significant mold, structural instability, infestation of pests that pose health risks), the Company may postpone or cancel the service until the hazard is remedied. The Client must also ensure that any provided equipment is safe (electrically PAT tested if required, no frayed cords, etc.). If the Client has specific health and safety procedures on site (like requiring contractors to sign in, do an induction, or wear specific safety gear), this should be communicated to the Company in advance so our staff can comply.

COSHH and Chemicals: We ensure that all cleaning chemicals we use are stored, handled, and used in accordance with COSHH guidelines. Typically, our team brings only the amount needed for each session to the site to minimize storage at the Client’s premises. If any chemicals are stored on Client’s site at their request (for example, leaving a stock of cleaning fluids there), they will be labeled and stored in a safe place as directed by the Client. The Client should ensure that no one interferes with or ingests these chemicals. Our staff will never mix chemicals that should not be mixed and will follow manufacturer instructions. If the Client requests use of a specific product (their own supply), we must be informed of its contents to assess safety.

Equipment Safety: The Company’s electrical equipment (vacuum cleaners, floor polishers, etc.) are regularly checked and PAT tested (Portable Appliance Testing) per legal requirements, to ensure they are safe to use. We replace or repair any faulty equipment promptly. We also make sure cords are managed during cleaning to avoid trip hazards for anyone in the vicinity.

Incident Response: In the event of an accident or incident during the cleaning (such as a slip or an injury to our staff or any occupant), our staff are trained to respond calmly and seek assistance. The Company will document the incident and, if required, report it under RIDDOR (Reporting of Injuries, Diseases and Dangerous Occurrences Regulations) for serious incidents. We ask that the Client cooperate in the event of an incident investigation (e.g. providing witness statements or CCTV if available, etc.). If a cleaner is injured due to a condition at the Client’s premises (e.g. faulty equipment provided by Client or an undisclosed hazard), the Company’s employers’ liability insurance will cover the staff, but the Client may be liable if negligence on their part led to the injury.

COVID-19 or Health Emergencies: The Company will follow government guidelines for any pandemics or health crises. This might include our staff wearing masks or additional PPE, practicing social distancing, or other measures as needed. If the Client’s site has a known contagious illness case, please inform us so we can take precautions or reschedule if appropriate. Our cleaners will not work if they are unwell with something contagious, to protect Clients.

Refusal to Work: The Company’s cleaners have the right to refuse or stop work if they reasonably believe it would put them in imminent danger or violate health and safety law. For example, if a cleaner arrives and finds a scenario like a major gas leak, a violent person on premises, or a task requiring climbing on a high ladder with no safety equipment, they will not proceed. In such instances, the cleaner will contact management, and we will inform the Client of the issue. We will work with the Client on a solution or schedule a safer approach. The safety of all parties takes priority over service delivery.

Compliance: The Company may have its own Health and Safety Policy document available upon request. We also comply with any site-specific safety requirements provided they are communicated (for example, needing to wear a hard hat in certain areas, or fire evacuation procedures in the Client’s building). The Client should brief us on any alarms or drills that could occur.

By adhering to robust health and safety standards, the Company ensures not only the well-being of our staff but also protects the Client’s interests by minimizing accidents and incidents. We consider health and safety a shared responsibility between the Company and the Client, and appreciate the Client’s cooperation in this regard.

Employment of Cleaning Staff (Non-Solicitation)

Our cleaning staff are a valuable asset, and the Company invests in their training and development. In order to protect our business interests, the Client agrees to a non-solicitation clause with respect to our employees and subcontractors:

Non-Solicitation: The Client agrees not to directly employ or contract (either on an individual basis or through another company) any cleaner or staff member introduced or supplied by the Company for any cleaning or facilities-related work, during the provision of services or for a period of 12 months after the termination of our services. This restriction applies whether the employment would be legal or cash-in-hand. The purpose is to prevent the circumvention of the Company by offering work to our staff without our involvement, which would be a breach of trust and could undermine our business.

If the Client wishes to hire a member of the Company’s staff directly, it may only be done with the Company’s prior written consent. In such case – and entirely at the Company’s discretion – an employment referral fee may be charged to release the staff member from their obligations to us and allow the direct hire. This fee is typically a substantial sum (for example, £500) to cover recruiting and training replacement costs, and to account for business losses. The exact fee would be provided upon discussion, and the Client would need to pay that fee before employing the staff member directly. If the Client employs a Company cleaner without consent, the Client agrees that the above fee (e.g. £500 per person) becomes immediately payable as a debt to the Company, in addition to any other remedies the Company may have.

Subcontractors: In some cases, the Company may use subcontractors or agency staff to fulfill the Services. These individuals are still covered by this non-solicitation clause. The Client should not extend offers or inducements for work to any subcontractor introduced through the Company, aside from hiring the Company itself for services.

Rationale: This clause is not intended to restrict the Client unduly, but to ensure that the Company can maintain a stable workforce. Recruiting and vetting reliable cleaning staff is a significant part of our service value. By agreeing to these terms, the Client acknowledges that circumventing the Company to hire our staff directly would cause financial loss to the Company (hence the referral fee). The clause also protects the Client by ensuring that our staff remain loyal and focused on their assigned duties through the Company.

Employment Terms: All cleaning personnel provided by the Company are either direct employees or vetted contractors of the Company. We take responsibility for paying their wages, benefits, and any employment taxes, as well as for ensuring they have the right to work in the UK. The Client is not responsible for any such employment obligations. However, the Client agrees not to knowingly solicit illegal or improper behavior from our staff (for example, asking them to work extra hours off the record or to do side jobs). If any staff solicit work from the Client directly (outside these terms), the Client should inform the Company. Our staff are also under contractual obligations not to solicit clients privately.

Replacement of Staff: If the Client ever has a serious issue with a particular cleaner (trust, performance, etc.), they should inform the Company’s management. We can remove or replace a cleaner on a contract if needed. The Client should not personally “fire” or dismiss a cleaner – any such action should go through the Company so we can handle it appropriately. The Client’s feedback in this area is important to us, and we will address any personnel issues swiftly, whether through retraining, reassignment, or other means.

In summary, the Client agrees to maintain the professional relationship through the Company and not to undermine it by engaging our staff independently. This ensures continuity of service and fairness to all parties. Any breach of this clause will be considered a significant breach of contract.

Claims and Disputes

We aim for all our clients to be completely satisfied with our service. However, should any dispute, claim, or complaint arise relating to our services or this Agreement, the following procedures are in place to ensure it is addressed fairly and promptly:

Complaint Resolution: If the Client has a complaint about the quality of service or behavior of staff, please notify the Company as soon as possible (preferably within 24 hours of the incident or issue occurring, as noted in Service Standards). The Company will log the complaint and respond with an initial acknowledgement within 1-2 business days. We may ask for details to investigate (such as photographs of a missed area, or clarification of what happened). The Company’s management will then investigate the complaint by speaking to the staff involved and reviewing any relevant evidence. We will strive to resolve the complaint to the Client’s satisfaction – this may include re-cleaning the area, issuing an apology, providing a partial refund or credit, or other appropriate remedy as per our Satisfaction Guarantee. All complaints are treated seriously and used as feedback to improve our services.

Damage or Loss Claims: In case of a claim for damage or loss (property damage, broken item, missing item), the Client should report it promptly (within 24 hours of service or discovery, whichever is sooner). The Company will investigate the claim – this may involve questioning the cleaner, reviewing any available CCTV or access logs, etc. If an item is broken, we may request the Client to hold onto the item (not dispose of it) until a resolution is decided, as we might want to inspect it or send it to insurance if needed. The Company might also involve its insurance company in the investigation for larger claims. The Client may be asked to fill out a claim form or provide a statement. We aim to handle straightforward claims internally quickly (within a week or two), while more complex claims involving insurance might take longer due to adjusters and evidence gathering. Throughout the process, the Company will maintain communication with the Client about the status.

Dispute over Invoice or Fees: If there is a disagreement about fees charged (for instance, the Client believes an invoice is incorrect, or disputes a cancellation charge, etc.), the Client should raise this with our billing department or management. We request such disputes be raised in writing (email is acceptable) within 5 business days of receiving the invoice or charge notification. The Company will review its records, the contract terms, and discuss with the Client to reach a fair resolution. In case of an error on our part, we will promptly correct the invoice or issue a credit note. If the charge is per the contract (e.g. a valid late cancellation fee) we will explain the basis. We prefer to resolve billing disputes amicably and without needing third-party intervention.

Escalation: If the Client is not satisfied with the initial response to a complaint or claim, they may request that the matter be escalated to a senior manager or the director of the Company. We will arrange a meeting or call to discuss the issue in depth. In many cases, open dialogue can resolve the problem. The Company is committed to good faith negotiation to settle disputes – we value our reputation and client relationships, so we will make reasonable efforts to find a mutually acceptable solution.

Alternative Dispute Resolution (ADR): If despite best efforts a dispute cannot be resolved between the Company and Client directly, both parties may (by mutual agreement) consider mediation or arbitration as an alternative to immediate legal action. Mediation involves a neutral third-party mediator to help facilitate a resolution, and can be quicker and less adversarial than going to court. This is not mandatory, but an option. If both parties agree to mediation, they will share the costs of the mediator equally unless agreed otherwise. The mediation process and outcome would be kept confidential.

Legal Action: As a last resort, if a dispute cannot be resolved amicably, either party has the right to seek remedy through the courts. Before taking legal action, the aggrieved party should give a final written notice to the other summarizing the dispute and what outcome is desired, allowing a final opportunity to resolve it without litigation. If proceeding with legal action, the Governing Law and Jurisdiction terms (below) will apply – typically meaning the matter should be brought in the courts of England and Wales (assuming that is the governing jurisdiction for this Agreement).

Continued Service During Dispute: If a dispute is ongoing, the Company will not automatically terminate service unless the relationship has broken down irreparably or unless the subject of the dispute makes it impossible to continue (for example, non-payment issues). We prefer to continue providing service (especially if the dispute is minor) while resolution is sought, as stopping service might not be in either party’s interest. However, we reserve the right to suspend or terminate service if a dispute escalates to a point that cooperation is not feasible (see Termination clause for conditions). The Client likewise has the right to suspend service if they feel necessary, but should communicate that to us.

Complaints about the Client: Note, the Company also has recourse if the Client is in breach of terms or causing disputes (like harassment of our staff or persistent non-payment). We would raise such issues with the Client in writing and attempt to resolve, but if not resolved, it becomes a dispute where we may choose to terminate.

By including this section, we ensure that there is a clear path to address any issues that come up during our working relationship. We encourage open and honest communication at all times to prevent small issues from growing into formal disputes. Our experience is that most concerns can be resolved through good communication and prompt attention, maintaining a positive working relationship between the Client and the Company.

Termination of Services

This section outlines how either party may terminate (end) the cleaning services agreement, whether it’s a fixed-term contract or an ongoing arrangement, and the consequences of termination.

Termination by Client: For ongoing service contracts, the Client may terminate the Agreement by giving 30 days’ prior written notice to the Company, after any initial minimum term has been fulfilled. The initial term (if any) will be specified in the service agreement or contract (commonly 12 months for commercial contracts, unless otherwise agreed). If the Client wishes to terminate before the end of an agreed fixed term, the Company reserves the right to charge an early termination fee. This fee could be, for example, the equivalent of the charges for the remainder of the unfulfilled term or a portion thereof. (In practice, we may negotiate a reasonable settlement depending on how far into the term the contract is and the reasons for termination.)

If no fixed term was formally specified, then by default the contract is considered month-to-month and terminable on 30 days’ notice after the first month of service. The notice should be in writing (email is acceptable, as long as there is confirmation of receipt). The Client must allow cleaning to continue through the notice period or, if the Client wishes to stop immediately, the Client should pay in lieu of notice (i.e. pay the amount that would have been due for the notice period).

Termination by Company: The Company may terminate the Agreement with 30 days’ written notice to the Client as well, for convenience or business reasons. Additionally, the Company may terminate the contract or a specific service with immediate effect (or a shorter notice) if the Client is in serious breach of these Terms and Conditions. Serious breaches include, for example: non-payment of invoices beyond 30 days overdue, repeated late payment; health and safety violations that put our staff at risk and are not remedied; abusive or discriminatory behavior toward our staff; the Client’s unlawful conduct or if the Client goes into insolvency or bankruptcy. If termination is due to Client’s breach, the Company will inform the Client of the breach and termination. In certain cases, we may give the Client an opportunity to remedy the breach if feasible (e.g. pay the overdue invoices) before terminating, but we are not obligated to provide a cure period for egregious breaches.

If the Company terminates for convenience (no fault of the Client), we will work with the Client to wind down services in an orderly fashion and, if possible, help with transition (like providing a handover report for a new cleaning provider if needed). If the Company terminates for cause due to Client’s breach, the Company may cease services immediately and invoice for any work done up to that point (or any notice period paid in lieu if required).

Upon Termination: Upon termination of services by either party, the Client is responsible for paying for all services rendered up to the effective termination date. If the Client has prepaid for services beyond the termination date, the Company will refund the unearned portion within 14 days of termination. If there are any outstanding invoices or late payment fees, these become payable immediately upon termination. The Client must also return any of the Company’s property that might be on site (e.g. cleaning equipment or unused supplies left at the premises) or allow access for the Company to retrieve them. Similarly, the Company will return any keys, access cards, or confidential materials belonging to the Client at the end of the contract.

Both parties should endeavor to confirm in writing the final meter readings, key returns, or any such handover details on the last day of service to avoid disputes. If the Client’s premises are normally locked and we hold a key, we will arrange a handover of the key on the last service day or return it via recorded delivery (at the Client’s preference and cost). The Client should ensure any security codes we were given are changed after termination for safety.

Cancellation of Specific Visits vs. Contract Termination: Note that cancellation of individual cleaning visits (as covered in Cancellations and Rescheduling) is not the same as terminating the entire contract. Termination refers to ending the service relationship entirely. A Client might cancel a particular appointment but still continue with the regular schedule afterwards; this does not require full termination procedures. Conversely, if a Client wishes to stop permanently, that triggers this Termination clause.

Transfer of Undertakings (TUPE): If the Client is terminating the contract in order to switch to a different cleaning provider or to bring cleaning in-house, the Client acknowledges that UK employment regulations such as the Transfer of Undertakings (Protection of Employment) Regulations 2006 (TUPE) may apply. If applicable, certain employees of the Company who were dedicated to the Client’s contract might have the right to transfer to the new provider or the Client’s organization. The Client agrees to provide the Company with any necessary information about any new cleaning contractor they engage, in a timely manner, to facilitate legal compliance with TUPE. The Company will likewise cooperate in good faith on any TUPE obligations, providing relevant employee information to the new contractor as required by law. This is typically only relevant for larger contracts where cleaners work primarily at the Client’s site. If TUPE is not applicable, both parties can proceed without this step.

Surviving Terms: On termination, most obligations of both parties end, but any clauses in these Terms and Conditions which by their nature or by explicit statement are meant to continue (such as confidentiality, data protection, non-solicitation of staff, governing law, and any outstanding payment obligations or liability clauses for incidents that occurred during the contract) shall remain in effect.

We aim to make any parting of ways as smooth and professional as possible. Proper notice and adherence to these Termination terms ensure neither party is left in a difficult position. Should the Client wish to restart services after termination, a new agreement would need to be negotiated.

Governing Law

This Agreement and any dispute or claim arising out of or in connection with it (including non-contractual disputes) shall be governed by and construed in accordance with the laws of England and Wales. Both the Company and the Client agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising from these Terms and Conditions or the provision of services.

If the Client is based in Scotland or Northern Ireland, the parties may mutually agree to submit to the jurisdiction of those courts for convenience, but in the absence of such agreement, England and Wales jurisdiction prevails. The governing law clause ensures that UK law (in particular, English law) is applied to interpret the rights and obligations of the parties.

These terms are intended to comply with relevant UK laws and regulations. In the event any provision of these Terms is found to be illegal, invalid, or unenforceable under English law, the remainder of the provisions shall continue in full force and effect (with the offending provision modified or severed to the extent necessary to comply with the law).

By using our services, the Client is deemed to have accepted that UK law governs this agreement, regardless of where the Client’s own business is located (provided services are in the UK). Any written agreement or contract for services shall be read in conjunction with these Terms and Conditions under the same governing law.

Amendments

The Company reserves the right to update or modify these Terms and Conditions from time to time to reflect changes in our services, policies, or legal requirements

. When we make changes, we will notify Clients in a timely manner. Notification may be done by: (a) posting the revised Terms and Conditions on our official website and indicating the date of the latest revision, and/or (b) sending an email or written notice to Clients for whom we have current service agreements, especially if the changes are material. It is the Client’s responsibility to ensure we have up-to-date contact information for such notices.

Any amendments will not retroactively alter the agreed pricing or fundamental service scope of an ongoing contract unless mutually agreed. Typically, updated terms will apply to all new bookings and to existing contracts from the date of effect, with the provision that existing Clients have the right to refuse any material change by terminating the service agreement within 30 days of notification if they do not agree (with no penalty for early termination in that case). Continuing to use the Company’s services after the effective date of updated terms constitutes acceptance of the new Terms and Conditions.

If the Company introduces a new service or an optional feature, and updates the Terms to cover it, those new terms will apply only to Clients who opt to use that new service or feature. For routine updates that do not substantially affect the Client’s rights or obligations (for example, clarifications or typo corrections), we may implement those immediately and just post the revised document.

The Company will always have the latest Terms and Conditions document available upon request and on the website. We encourage Clients to review our Terms periodically. If any Client has questions or concerns about changes in the Terms, they should contact us to discuss.

No variation or amendment to the contract or these Terms proposed by the Client shall be binding unless expressly agreed in writing by the Company (signed by an authorized representative). In other words, while the Company can update these standard Terms, any special exceptions or changes specifically negotiated with a particular Client must be documented in writing (e.g. in the service agreement or addendum) to be valid.

Entire Agreement: These Terms and Conditions, along with any explicit written agreement between the Company and Client, constitute the entire agreement between the parties concerning the provision of services. They supersede any prior understandings or agreements (oral or written) regarding the subject matter. The Company may update these as stated, but otherwise, no other statements or promises by any person (including Company employees) that are not written in this Agreement are legally binding. The Client confirms that in agreeing to these Terms, they have not relied on any representation that is not explicitly set out in this document or written contract.

We aim to keep our Terms and Conditions clear and fair. Any future amendments will continue to uphold industry best practices and compliance with UK law. We will not make arbitrary changes without good reason. The amendment process is in place to ensure the Terms remain up-to-date and effective for both the Company and our Clients over time.

Last Updated: March 2025. These Terms and Conditions are intended to reflect industry best practices and legal compliance in the UK commercial cleaning sector. If you have any questions about these terms, please contact PL Commercial Cleaning Services for clarification before engaging our services. By proceeding with our cleaning services, you confirm that you have read, understood, and agreed to these Terms and Conditions in their entirety.