Pink Swan Cleaning and Maintenance Ltd
Terms and Conditions of Service
These Terms and Conditions apply to all cleaning and maintenance services provided by Pink Swan Cleaning and Maintenance Ltd (“we”, “us”, “our”) to the client (“you”, “the customer”). By making a booking, paying a deposit, or allowing us to commence work, you confirm that you have read, understood, and agreed to these Terms and Conditions.
⸻
1. Bookings and Deposits
1.1 A booking is not confirmed until a deposit has been received.
1.2 The deposit secures the agreed date and time of service and is non-refundable except where stated in Section 2.
1.3 Payment of the deposit constitutes acceptance of these Terms and Conditions.
⸻
2. Cancellation and Rescheduling Policy
2.1 Cancellations or changes to the booking date made:
•Less than 72 hours before the scheduled service will incur a charge of 50% of the deposit.
•Less than 48 hours before the scheduled service will result in forfeiture of the deposit.
•Less than 24 hours before the scheduled service will be charged at 100% of the total service cost.
2.2 All cancellations or changes must be made in writing.
⸻
3. Quotations and Additional Charges
3.1 Quotations are based on information provided by the customer, including photos, videos, descriptions, and disclosed conditions at the time of booking.
3.2 Prices may be adjusted where:
•The level of soiling is significantly heavier than disclosed
•Additional rooms or areas are discovered
•The property condition differs materially from the information provided
3.3 Any additional charges will be communicated where reasonably possible before proceeding.
⸻
4. Pets and Pet Hair
4.1 The presence of pets or pet hair must be disclosed prior to the service.
4.2 Pet hair removal is time-intensive and may require specialist equipment.
4.3 Failure to disclose pets or pet hair may result in additional charges or a reduction in the scope of work.
⸻
5. Access and Conditions of Service
To enable us to complete the service as agreed, the following conditions must be met:
5.1 The property must be vacant where required, with personal belongings and rubbish removed.
5.2 Fridges and freezers must be turned off and defrosted at least 24 hours prior to the service.
5.3 Running hot water, electricity, and sufficient lighting must be available.
5.4 For after-builders or post-renovation cleans, all works must be fully completed and no contractors present.
⸻
6. Failure to Meet Conditions
6.1 Where we are unable to commence work due to lack of access or unsuitable conditions (including no access, contractors present, or the property being occupied), a charge of 100% of the total service cost will apply.
6.2 Where work can only be partially completed due to unmet conditions, a charge of 50% of the total service cost will apply, and a return visit may be required at additional cost.
⸻
7. Payment Terms
7.1 The remaining balance is due by midday on the day of service, unless otherwise agreed in writing.
7.2 Payment must be made in cleared funds prior to or upon completion of the service.
7.3 Late or non-payment may result in refusal of future services and recovery action.
⸻
8. Inspections and Complaints
8.1 Where requested, we can provide a courtesy call approximately one hour before completion.
8.2 Any concerns must be raised within 24 hours of service completion.
8.3 Issues reported outside this timeframe may not be accepted.
⸻
9. Damage and Liability
9.1 We take reasonable care when providing our services.
9.2 We are not liable for:
•Pre-existing damage
•Wear and tear
•Damage caused by faulty fittings, poor installation, or fragile items not disclosed in advance
9.3 Our liability is limited to the value of the service provided.
⸻
10. Health and Safety
10.1 We reserve the right to refuse or stop work if conditions are unsafe or pose a risk to our staff.
10.2 No refund will be issued where work is refused due to unsafe conditions.
⸻
11. Force Majeure
We shall not be liable for delays or failure to perform services due to circumstances beyond our reasonable control, including but not limited to extreme weather, illness, or emergencies.
⸻
12. Data Protection and Privacy (GDPR)
12.1 We collect and process personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
12.2 Personal data may include names, contact details, addresses, photographs, videos, and information relevant to providing our services.
12.3 Personal data is used solely for:
•Managing bookings and services
•Processing payments and invoices
•Communicating with customers
12.4 We will not share personal data with third parties except where required to fulfil the service or comply with legal obligations.
12.5 Personal data is stored securely and retained only for as long as necessary.
12.6 Customers have the right to request access to, correction of, or deletion of their personal data, subject to legal and contractual requirements.
12.7 Requests regarding personal data should be made in writing to Pink Swan Cleaning and Maintenance Ltd.
⸻
13. Governing Law
These Terms and Conditions are governed by the laws of England and Wales.