SERVICE TERMS & CONDITIONS-Domestic Cleaning
1. Introduction
These Service Terms & Conditions (“Terms”) govern the provision of cleaning services by Bright Delight Cleaners Ltd (“Bright Delight”, “we”, “our” or “us”).
By requesting a quotation, booking a service or using any of our services, you (“the Customer”) agree to be bound by these Terms.
These Terms should be read together with our Refund & Cancellation Policy and Privacy Policy, which form part of the agreement between you and Bright Delight Cleaners Ltd.
2. Our Services
We provide professional cleaning services including, but not limited to:
- Domestic Cleaning
- Commercial Cleaning
- Office Cleaning
- Deep Cleaning
- End of Tenancy Cleaning
- After Builders Cleaning
- Carpet Cleaning
- Upholstery Cleaning
- Holiday Let Cleaning
- Communal Area Cleaning
- Specialist Cleaning Services
Service availability depends upon geographical location, staffing levels and operational capacity.
3. Quotations
All quotations:
- are based on information supplied by the Customer;
- may be amended following a site inspection or receipt of additional information;
- exclude additional work unless specifically stated;
- remain valid for 30 days unless otherwise specified.
Any additional work requested after acceptance of the quotation may be charged separately.
4. Bookings
A booking is confirmed only after acceptance by Bright Delight Cleaners Ltd.
Before completing a booking, customers will be provided with:
- details of the selected service;
- the total amount payable;
- details of any Advance Booking Deposit or Call-Out Fee;
- details of any recurring cleaning service and recurring charges (where applicable);
- our Refund & Cancellation Policy;
- these Service Terms & Conditions.
Customers must confirm that they have read and accepted these Terms before completing their booking.
Bright Delight Cleaners Ltd reserves the right to decline any booking where inaccurate information has been provided, access cannot be arranged safely or the requested work falls outside our operational capability.
5. Advance Booking Deposit and Call-Out Fee
Certain services require an Advance Booking Deposit (also referred to as a Call-Out Fee) before a booking is confirmed.
Where applicable:
- the amount payable will be clearly displayed before payment is taken;
- the deposit secures the booking, appointment time and cleaner allocation;
- the deposit forms part of the total service cost and is deducted from the final amount payable;
- the deposit is not an additional charge but an advance payment towards the booked service.
Where a cleaner attends the property but cannot carry out the service because of circumstances within the Customer’s control, including:
- cancellation after the cleaner has arrived;
- no access to the property;
- incorrect key, alarm or access instructions;
- refusal of entry;
- unsafe working conditions;
- inaccurate booking information; or
- the Customer deciding not to proceed,
the Advance Booking Deposit or Call-Out Fee will normally be retained to cover reasonable administration, travel, scheduling and cleaner attendance costs.
Where work has already commenced before cancellation, additional charges may apply for the time spent on site.
6. Recurring Cleaning Services
Bright Delight Cleaners Ltd offers recurring cleaning services, including weekly, fortnightly and monthly cleaning schedules.
Customers selecting a recurring service will be provided with clear information before completing the booking, including:
- cleaning frequency;
- service price;
- billing frequency;
- payment schedule;
- cancellation arrangements.
This information is displayed prominently during the booking process and within these Terms.
7. Recurring Payment Authorisation
Where a recurring cleaning service is selected:
- customers must actively authorise recurring payments by selecting an unticked consent checkbox during the booking process;
- recurring payments will not be established without the Customer’s explicit consent;
- recurring charges will be collected automatically using the payment method authorised by the Customer.
By providing this authorisation, the Customer agrees that Bright Delight Cleaners Ltd may automatically collect payment for each scheduled cleaning visit until the recurring service is cancelled in accordance with these Terms.
Customers may withdraw their recurring payment authorisation by cancelling the recurring cleaning service in accordance with Section 8.
8. Changes and Cancellation of Recurring Services
Customers may request changes to the cleaning schedule, service frequency or appointment dates by contacting Bright Delight Cleaners Ltd.
Recurring services may be cancelled by providing at least 7 days’ written notice before the next scheduled appointment.
Cancellation of a recurring service will stop future recurring payments once any previously scheduled appointments have been completed or cancelled.
Appointments already scheduled before cancellation takes effect may remain chargeable in accordance with our Refund & Cancellation Policy.
9. Customer Responsibilities
Customers agree to:
- provide complete and accurate booking information;
- ensure safe and unrestricted access to the property;
- provide electricity and water where required;
- secure valuables, cash and confidential documents;
- disclose pets, hazards or special cleaning requirements before the appointment.
Failure to comply with these responsibilities may result in additional charges or the retention of any Advance Booking Deposit or Call-Out Fee where the cleaner has attended but cannot carry out the service.
10. Access Arrangements
Customers are responsible for ensuring access to the property at the agreed appointment time.
Keys, alarm codes and access instructions supplied to Bright Delight Cleaners Ltd will be handled securely and used solely for the purpose of providing the booked service.
We are not responsible for delays or losses arising from inaccurate access information supplied by the Customer.
11. Cleaning Standards
We undertake all work with reasonable care, skill and professionalism.
Cleaning results may be affected by factors outside our control, including:
- permanent staining;
- existing damage;
- wear and tear;
- poor maintenance;
- defective materials or surfaces.
Accordingly, we cannot guarantee removal of every stain, mark or odour.
12. Cleaning Equipment and Products
Unless otherwise agreed:
- Bright Delight Cleaners Ltd will supply appropriate cleaning equipment and products;
- specialist cleaning products may incur additional charges;
- environmentally friendly products are available upon request, subject to availability.
Customers should notify us before the appointment of any allergies or sensitivities.
13. Health and Safety
Our cleaners may refuse to undertake work where:
- unsafe conditions exist;
- hazardous substances are present;
- abusive or threatening behaviour occurs;
- suitable access cannot be obtained.
The safety of our customers and employees is our highest priority.
14. Service Quality and Damage Claims
Any concerns regarding service quality or alleged damage should be reported within 48 hours of completion of the service.
Bright Delight Cleaners Ltd reserves the right to inspect and investigate all claims before accepting liability.
Where appropriate we may:
- arrange a re-clean;
- offer a partial refund;
- provide another reasonable remedy.
15. Payment Terms
Unless otherwise agreed:
- an Advance Booking Deposit may be required before certain bookings are confirmed;
- the deposit forms part of the total service price;
- the remaining balance is payable immediately upon completion of the service unless alternative payment terms have been agreed;
- recurring services will be charged automatically in accordance with the Customer’s recurring payment authorisation;
- commercial customers may be invoiced under separate contractual arrangements;
- failed or declined payments may result in suspension or cancellation of future services;
- overdue invoices may incur statutory interest and debt recovery costs permitted under applicable law.
16. Cancellation and Refunds
Cancellation rights, cancellation charges, booking deposits, call-out fees and refund eligibility are governed by our separate Refund & Cancellation Policy.
This Policy is displayed during the booking process and forms part of these Terms.
17. Limitation of Liability
To the fullest extent permitted by law, Bright Delight Cleaners Ltd shall not be liable for:
- indirect losses;
- consequential losses;
- loss of profits;
- business interruption;
- loss of business opportunity.
Nothing in these Terms excludes liability for death or personal injury caused by negligence, fraud or any liability which cannot legally be excluded.
18. Consumer Rights
Nothing within these Terms limits or excludes the Customer’s statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or any other applicable consumer protection legislation.
19. Governing Law
These Terms shall be governed by and interpreted in accordance with the laws of England and Wales.
Any dispute arising under these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.
Contact Us
Bright Delight Cleaners Ltd
Email: info@brightdelightcleaners.co.uk
Telephone: 0870 820 0041
Website: https://brightdelightcleaners.co.uk