KEEN TO CLEAN TEAM®

Terms & Conditions

Residential and Commercial Cleaning Services

These Terms and Conditions apply to cleaning services provided by Keen to Clean Team® (the “Company”). Please read them carefully before booking or receiving our services.

1. Definitions

1.1 “The Company” means Keen to Clean Team®. “Cleaner” means any individual carrying out cleaning services on behalf of the Company. “Client” means the person, business, organisation or corporate entity (including any subsidiary or associated company as defined by the Companies Act 1985) receiving services from the Company. “Cleaning Visit” means a scheduled visit to the Client’s premises to carry out the agreed services. “Services” means any cleaning or related service provided by the Company.

2. Contract

2.1 These Terms and Conditions, together with any written quote or service specification accepted by the Client, form the agreement between the Company and the Client.

2.2 A booking made by telephone, email, online or any other method, or the Client’s instruction for the Company to begin work, constitutes acceptance of these Terms and Conditions.

2.3 Unless expressly agreed in writing by the Company, these Terms and Conditions take precedence over any terms supplied by the Client.

2.4 Any amendment to an agreed service specification or these Terms and Conditions must be confirmed in writing by the Company and, where it materially changes the Client’s rights or obligations, agreed in writing by both parties.

3. Regular Domestic Cleaning

3.1 Payment for domestic cleaning must be made in advance or within three (3) days of the Cleaning Visit, unless otherwise agreed in writing.

3.2 Services may be suspended where payment is not received within the agreed timeframe. Any suspension will not remove the Client’s obligation to pay outstanding amounts properly due.

3.3 A minimum booking of two (2) hours applies.

3.4 Domestic cleaning prices are quoted for the agreed property and service specification. Any additional work or change to the agreed specification may be charged separately.

4. Commercial Cleaning

4.1 Commercial cleaning services are invoiced monthly, normally on or around the fifteenth (15th) day of each calendar month, unless otherwise agreed in writing.

4.2 Unless otherwise agreed in writing, payment of each commercial cleaning invoice must be received no later than the last working day of the calendar month in which the invoice is issued.

4.3 Payment must be made by bank transfer or standing order, unless otherwise agreed in writing.

4.4 Services may be suspended for non-payment of an overdue invoice. Any suspension or termination will be subject to the termination provisions in Section 9 and any applicable law.

4.5 A minimum booking of two (2) hours per visit applies.

5. Payment and Pricing

5.1 All work requested and authorised by the Client, whether verbally or in writing, is chargeable.

5.2 Domestic cleaning invoices are payable within three (3) days unless otherwise agreed in writing.

5.3 Commercial cleaning invoices must be paid no later than the last working day of the calendar month in which the invoice is issued, unless otherwise agreed in writing.

5.4 Overdue accounts may incur interest at a rate of 8.5% per annum, where legally applicable.

5.5 For qualifying commercial debts, the Company reserves the right to claim statutory interest, fixed compensation and reasonable recovery costs under the Late Payment of Commercial Debts (Interest) Act 1998, as amended.

5.6 Additional work requested outside the agreed specification will be quoted separately and will only be undertaken where agreed with the Client.

5.7 Prices are reviewed annually and may increase to reflect inflation, wage increases or rising operating costs. The Company will give the Client at least seven (7) days’ written notice of a price increase before it takes effect. If the Client does not wish to accept the revised price, either party may terminate the agreement by giving six (6) weeks’ written notice in accordance with Section 9. The existing agreed price will continue to apply during the notice period unless otherwise agreed in writing.

6. Equipment and Products

6.1 The Company will supply cleaning products and equipment unless otherwise agreed in writing.

6.2 Any equipment supplied by the Client must be safe, suitable and in full working order.

6.3 The Client must provide operating instructions for any specialist equipment before use.

6.4 The Company accepts no liability for defects or damage arising from Client-supplied products or equipment, except where caused by the Company’s negligence or where liability cannot legally be excluded.

7. Refunds and Service Concerns

7.1 No refund will normally be issued once a service has been completed, subject to the Client’s statutory rights.

7.2 Any concern about a completed service should be reported in writing within twenty-four (24) hours of the Cleaning Visit, with sufficient details to allow the Company to investigate.

7.3 Where a prepaid service is cancelled by the Client, refunds will only be considered where cancellation is made at least forty-eight (48) hours before the scheduled appointment, subject to the Cancellation Policy in Section 8 and any applicable law.

7.4 If the Company cancels a confirmed appointment and payment has already been received, the Company will offer a replacement appointment or issue a refund for the cancelled service, as appropriate.

8. Cancellation, Rescheduling and Availability

8.1 Client cancellations

8.1.1 Less than twenty-four (24) hours’ notice: 100% of the scheduled cleaning fee is payable.

8.1.2 At least twenty-four (24) but less than forty-eight (48) hours’ notice: 50% of the scheduled cleaning fee is payable.

8.1.3 The full scheduled cleaning fee is payable if access cannot be gained or keys provided by the Client do not work.

8.1.4 Each Client may cancel up to three (3) appointments per calendar year without a cancellation charge, provided at least seven (7) days’ notice is given. Further cancellations will incur a charge of 50% of the scheduled cleaning fee.

8.1.5 The allowance in clause 8.1.4 does not apply once notice of termination has been given.

8.2 Rescheduling

The Company will make reasonable efforts to accommodate rescheduling requests made with at least seven (7) days’ notice. Requests made at shorter notice are subject to availability and the cancellation charges above.

8.3 Availability

The same Cleaner cannot be guaranteed following a rescheduled appointment. All rescheduling is subject to availability.

8.4 Bank holidays

Cleaning services may operate Monday to Friday, including bank holidays, where agreed. Where a Cleaning Visit falls on a bank holiday, the Client may request an alternative appointment, subject to availability.

9. Termination and Notice

9.1 Change of ownership, takeover or transfer

If the Client’s business, property, site, department or operation is sold, transferred, acquired, merged or otherwise taken over by another company, organisation or person, this Agreement will remain in force unless terminated in accordance with this Agreement or applicable law. A change of ownership, company name, management or control of the Client does not, by itself, end this Agreement or remove the requirement to give six (6) weeks’ written notice.

Where a new owner, acquiring company, successor organisation or person continues to use or operate from the premises, the Company may continue providing the agreed cleaning services and charging for those services in accordance with this Agreement, subject to any assignment, novation or consent required by law.

The Client must notify the Company in writing of any change of ownership, takeover, transfer or change of responsible organisation and provide the name and contact details of the new responsible party as soon as reasonably practicable. Any transfer, assignment or novation will not affect the Company’s accrued rights, outstanding invoices or any notice period already applicable under this Agreement.

9.2 Termination by notice

Either party may terminate this Agreement by giving six (6) weeks’ written notice. Notice must be sent by email or letter to the contact details notified by the relevant party.

9.3 Early termination

If the Client requests termination before the end of the required six (6) weeks’ notice period, the Client remains responsible for the charges that would have fallen due during the unexpired notice period, subject to applicable law and any written agreement between the parties.

9.4 Cleaning during the notice period

Scheduled Cleaning Visits during the notice period remain chargeable in accordance with the agreed service and price. Visits may not be cancelled without charge except as permitted by Section 8 or otherwise agreed in writing.

9.5 Suspension for non-payment or safety concerns

The Company may suspend services where invoices remain unpaid after the due date or where the Company reasonably considers that the working environment is unsafe. Suspension does not waive outstanding payment obligations. The Company will communicate the reason for suspension to the Client where reasonably practicable.

10. Client Responsibilities

10.1 The Client agrees to make payments within the agreed timescales; provide a safe working environment; provide access to hot water, electricity and toilet facilities; and ensure suitable parking is available close to the property where reasonably necessary. If parking is unavailable and this prevents the service from being carried out, the scheduled fee may remain payable.

10.2 CCTV, cameras and recording devices

10.2.1 Before a Cleaning Visit, the Client must inform the Company of any CCTV cameras, internal security cameras, smart cameras, video recording devices or other equipment at the property that may record Cleaners while they carry out the Services.

10.2.2 The Client must tell the Company whether any such device records audio as well as video. Any recording device installed, introduced or activated after services begin must be disclosed before the next Cleaning Visit.

10.2.3 The Client must not use covert recording to monitor Cleaners, except where permitted by applicable law. Where recording takes place, the Client must make Cleaners aware of the device and, where reasonably requested, whether video and/or audio recording is active.

10.2.4 If the Company becomes aware of an undisclosed recording device, it may contact the Client to clarify the device and its recording capabilities. Where the Company has reasonable concerns about undisclosed monitoring, particularly audio recording, it may pause the Service until the matter is clarified.

10.2.5 The Client is responsible for ensuring that recording or monitoring at the property complies with applicable privacy and data protection requirements.

11. Claims, Damage and Liability

11.1 The Company holds Public Liability Insurance with cover of up to £1,000,000, subject to the policy terms and exclusions.

11.2 Any claim relating to damage or dissatisfaction should be reported in writing as soon as reasonably possible and, where practicable, within twenty-four (24) hours of the Cleaning Visit. For Saturday appointments, the Client should report any concern by 12:00 noon on Monday.

11.3 Clients are responsible for securing valuables, cash, jewellery and sentimental or irreplaceable items before a Cleaning Visit. The Company accepts no liability for loss of or damage to such items unless caused by the Company’s negligence or where liability cannot legally be excluded.

11.4 Where the Company is legally liable for damage caused by its negligence, it may, where appropriate, repair or replace the item with one of similar age, condition and market value, or agree to another reasonable remedy with the Client.

11.5 To the extent permitted by law, the Company is not liable for damage caused by faulty fixtures, fittings or installations; surfaces that are worn, unsealed, poorly maintained or already damaged; or fair wear and tear.

11.6 Fraudulent or deliberately exaggerated claims may be referred to the appropriate authorities and the Company may seek recovery of costs where legally entitled to do so.

11.7 Liability for lost keys will be limited to £30 per property, except where a greater liability applies by law or results from the Company’s negligence.

11.8 The Company does not operate, programme or reset burglar alarms or security systems.

11.9 Nothing in these Terms and Conditions excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

12. Complaints

12.1 Keen to Clean Team® aims to provide a high standard of service.

12.2 Any complaint should be reported as soon as reasonably possible by email to keentocleanteam@gmail.com.

12.3 The Company will investigate complaints fairly and endeavour to resolve them promptly. The Client should provide reasonable details and, where relevant, photographs or other supporting information.

13. Service Limitations

13.1 The Company is not liable for delay or failure to complete a service due to circumstances beyond its reasonable control, including traffic delays, vehicle breakdowns, lack of electricity or hot water, restricted or unsafe access, third parties preventing work from being completed, pre-existing stains, burns or damage, or tasks outside the agreed specification.

13.2 To the extent permitted by law, the Company is not liable for indirect or consequential losses arising from delay or interruption to the Service.

14. Photography and Marketing

14.1 The Company may ask to take before-and-after photographs or videos for quality assurance, training or marketing purposes. Photographs or videos will only be used for marketing where the Client has given permission.

14.2 The Client may opt out of photography and video recording by notifying the Company in writing at any time. The Company will record the opt-out and will not take photographs or videos of the Client’s property for quality assurance, training or marketing purposes after the opt-out has been received, except where a photograph is reasonably necessary to document a specific incident or damage and the Client has been informed where practicable.

14.3 The Company will not publish identifiable images of the Client, their family members, personal documents or private belongings for marketing purposes without specific permission.

15. Extreme Weather Policy

15.1 The health, safety and wellbeing of staff and clients is the Company’s highest priority.

15.2 During extreme weather, including heatwaves, high temperatures, severe storms, snow, ice, flooding or other conditions presenting a health or safety risk, the Company may adapt, postpone or reschedule cleaning services where reasonably necessary.

15.3 If a Cleaning Visit proceeds during extreme weather, the Company may prioritise essential cleaning tasks and reduce, postpone or omit non-essential tasks where necessary to protect staff health and safety.

15.4 Essential tasks may include kitchens, bathrooms, vacuuming, dusting and general surface cleaning. Where reasonably practicable, any non-essential tasks not completed may be prioritised during a future scheduled visit.

15.5 Cleaning appointments reserve a dedicated time slot and staff allocation. Where a visit is adapted due to extreme weather but the service is still carried out, the agreed service fee remains payable.

15.6 Where weather makes travel or working unsafe, the Company may postpone or rearrange appointments and will make reasonable efforts to offer the next available appointment.

15.7 Clients will be notified as soon as reasonably practicable where this policy is implemented.

15.8 The decision to implement this policy rests with the Company after considering current weather conditions, official weather warnings and relevant health and safety guidance.

16. Force Majeure

16.1 The Company will not be liable for delay or failure to perform its obligations where the failure results from events beyond its reasonable control, including severe weather, flooding, fire, natural disasters, war, terrorism, civil unrest, strikes, pandemics, government restrictions, transport disruption or utility failures. The Company will make reasonable efforts to notify the Client and arrange an alternative where appropriate.

17. Amendments to these Terms and Conditions

17.1 The Company may update these Terms and Conditions where reasonably necessary to reflect changes in legislation, regulatory requirements, business operations or Company policies.

17.2 The Company will notify affected Clients in writing or by email of any material change that affects the Services, fees, or the Client’s rights or obligations, normally giving at least seven (7) days’ notice before it takes effect.

17.3 A material change to the Client’s rights or obligations will not be treated as accepted merely because an updated version is published on the Company’s website. Where the Client does not agree to a material change, the parties should discuss the matter promptly. If the matter cannot be resolved, either party may terminate the Agreement by giving six (6) weeks’ written notice in accordance with Section 9.

17.4 Changes required immediately by law or a competent authority may take effect from the date required by law. The Company will notify affected Clients as soon as reasonably practicable.

17.5 The latest version of these Terms and Conditions will be made available on the Company’s website. The version that applies to an existing Client will be subject to this Section 17 and any specific written agreement between the parties.

18. Deposit Policy – Deep Cleans and End-of-Tenancy Cleans

18.1 A deposit of 50% may be required to secure deep-cleaning and end-of-tenancy cleaning bookings. The deposit amount and payment deadline will be confirmed in the quote or booking confirmation.

18.2 The deposit reserves the agreed appointment date and is not transferable to another date, Client or property unless the Company agrees otherwise in writing.

18.3 If the Client cancels the booking, the deposit may be retained to cover the Company’s reasonable losses and costs, subject to applicable law and the cancellation terms communicated at booking.

18.4 The remaining balance must be paid by midnight on the day before the scheduled Cleaning Visit unless otherwise agreed in writing.

19. Final Agreement and Governing Law

19.1 By booking or receiving Services from Keen to Clean Team®, the Client confirms that they have had the opportunity to read these Terms and Conditions and agree to be bound by the terms applicable to their booking.

19.2 These Terms and Conditions are governed by the laws of England and Wales. Any dispute will be subject to the jurisdiction of the courts of England and Wales, subject to any mandatory legal rights.

19.3 Consumer Rights: Nothing in these Terms and Conditions is intended to exclude or restrict any rights or remedies that the Client may have under applicable consumer protection legislation, including the Consumer Rights Act 2015, where applicable. If any provision of these Terms and Conditions conflicts with a statutory right that cannot lawfully be excluded or restricted, that statutory right will prevail.

19.4 Contact: Keen to Clean Team® | Email: keentocleanteam@gmail.com | Website: keentocleanteam.uk