Terms and Conditions
Amended - June 2025
1. Contract Formation
1.1 A contract between you and us is established in one of the following ways:
- When you sign the contract or book our service online or in person.
- When you begin using our service.
1.2 This contract is governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.
2. Changes to Terms
2.1 We reserve the right to amend these terms and conditions at any time. Any changes will be communicated to you in writing.
3. Definitions
- “We,” “us,” “our”: Coast Fresh Cleaning.
- “You,” “your”: The person receiving our services and responsible for payment.
- “Premises”: The location where our services are provided.
- “Services”: The specific cleaning services detailed in your contract.
4. Cleaning Products
4.1 You must provide all necessary cleaning products and equipment. If these are not supplied, we cannot guarantee service completion, but you will still be charged in full. Unless by prior agreement for Coast Fresh Cleaning to supply.
5. Cancellations, Holidays & Illness
5.1 You must pay for all scheduled visits, unless cancelled with 48 hours notice. Your time slot is reserved under contract. If we are unable to attend, no charge will be made or we will issue a refund or credit.
5.2 If you or a household member tests positive for Covid-19 and follows government isolation advice, your cleaner will not attend, and you will be charged in full. If your cleaner tests positive, we will cancel the appointment and you will not be charged or we will provide a refund.
6. Insurance
6.1 We hold Public Liability Insurance up to £1 million.
6.2 The first £750 of any claim is not covered by us; you should arrange your own insurance.
6.3 Any property damage claims must be reported in writing within 24 hours of service completion.
6.4 We are not liable for:
- Breakages involving fragile items (e.g., glass, china, brittle objects) unless notified beforehand.
- Loss of cash, jewellery, or sentimental items.
- Damage due to cleaning tasks outside the agreed package.
6.5 All invoices must be paid before any claim is considered.
8. Payments
8.1 Invoices are issued after the cleaning service has been completed.
8.2 Payments must be made via Bank Transfer within 72 hours of receipt.
8.3 If payment is not received within 72 hours all future bookings will be held.
8.4 Any changes in charges or payment terms will be notified four weeks in advance.
8.5 Unpaid balances may be subject to legal action.
8.6 Refund requests for overpayments must be made within two months of the original invoice date.
9. Safety
9.1 You must inform us of any unsafe areas, fixtures, or appliances.
9.2 You must notify us of items that should not be touched.
9.3 We are not liable for damage to unsafe or broken items not disclosed to us.
10. Hiring of Employees & Contractors (Non-solicitation)
11.1 You agree not to directly hire any of our employees or contractors within one year of service termination.
11.2 If you directly hire an employee or contractor introduced by us, you must pay a £1000 fee.
11. Access to Premises
12.1 If access is denied at the scheduled time, full service charges apply.
12.2 No refunds will be issued, and rescheduling is not guaranteed.
12.3 If we experience access delays, you may be charged £19.50 per hour per staff member for waiting time, or cleaning time may be reduced accordingly.
12. Attendance
13.1 We are not liable for service delays or cancellations caused by circumstances beyond our control. We will try to reschedule.
13.2 If we fail to provide service due to our own fault, we will reschedule but are not liable for additional losses.
13. Public Holidays, Staff Holidays & Illness
14.1 If your cleaner is on holiday or unwell, no replacement will be provided. We will notify you of each absence. If an absence exceeds two weeks, we will attempt to provide a replacement.
14. Cleaners & Appointments
15.1 You are contracting with our company, not individual cleaners. While we aim to send the same cleaner, we reserve the right to assign any staff member without notice.
15.2 Cleaning times are not guaranteed; we will contact you as soon as possible if the agreed time slot cannot be achieved.
15. Complaints Procedure
16.1 Complaints must be submitted in writing via letter or email. We are happy to discuss complaints by phone once written details are provided.
16.2 We aim to resolve complaints quickly and will respond within five working days.
16.3 Full payment of outstanding invoices is required before we process complaints.