Terms of Service

Detailed Service Policies for True Cleaning Group Clients

This document formalizes the commitments and expectations for our valued clients, fostering mutual understanding and ensuring the highest standards of service delivery.

1. Definitions

In these Terms of Service, the following definitions apply:

• "Company," "We," "Us," "Our" refers to True Cleaning Group Ltd.
• "Client," "You," "Your" refers to the person, firm, or company purchasing services from True Cleaning Group Ltd.
• "Service" refers to any cleaning or related service provided by the Company to the Client.
• "Operative" refers to the individual(s) employed or contracted by the Company to perform the Service.

2. Service Agreement

The Company agrees to provide cleaning services to the Client as specified in the agreed-upon service contract or booking confirmation. This includes:

• Booking Confirmation: All bookings are confirmed upon receipt of a written or electronic acceptance from the Company.
• Access to Property: The Client must provide clear and safe access to the premises at the agreed-upon service time. Failure to do so may result in a cancellation fee.
• Scope of Work: Services will be performed in accordance with the detailed scope outlined in your specific service agreement. Any additional requests outside this scope must be formally agreed upon prior to execution and may incur extra charges.

3. Pricing, Payment, and Invoicing

Our commitment to transparent pricing and straightforward invoicing:

• Pricing: All prices are quoted based on the specific requirements of the Client. Any changes to the scope of work may affect the final price.
• Payment Terms: Payment is strictly due as per the terms specified on your invoice, typically within 14 or 30 days of the invoice date, unless otherwise agreed.
• Invoicing: Invoices will be issued promptly after the completion of services or as per a pre-arranged schedule.
• Late Payments: The Company reserves the right to charge interest on overdue invoices at a rate of 8% above the Bank of England base rate, compounded daily, in accordance with the Late Payment of Commercial Debts Act 1998.

4. Cancellation Policy

We understand plans can change; please observe our cancellation guidelines:

• Notice Period: A minimum of 24 hours' notice is required for cancellation or rescheduling of any service.
• Late Cancellation Fee: Cancellations made with less than 24 hours' notice will incur a cancellation fee equivalent to 50% of the booking value.
• No-Show Fee: If our operatives cannot gain access to the property or if the service is cancelled upon arrival without prior notice, 100% of the booking value will be charged.

5. Our Guarantee and Complaints Procedure

Your satisfaction is our priority:

• Service Guarantee: We strive for excellence. If you are not entirely satisfied with any aspect of our service, please notify us within 24 hours of completion.
• Rectification: We will endeavor to rectify any unsatisfactory areas free of charge, subject to our assessment.
• Complaints Procedure: All complaints should be submitted in writing to [email protected] for formal investigation.

6. Liability and Insurance

We operate with full professionalism and appropriate coverage:

• Insurance Coverage: True Cleaning Group Ltd holds comprehensive Public Liability and Employers' Liability insurance.
• Damage: In the unlikely event of damage to the Client's property due to Company negligence, our insurance policy will cover appropriate repairs or replacement, subject to terms and conditions.
• Limitations: The Company is not liable for existing damages prior to service commencement or for damage resulting from faulty products provided by the Client.

7. Client's Obligations

To help us serve you better, we kindly ask Clients to:

• Provide a safe working environment for our operatives.
• Ensure adequate lighting and access to hot water and electricity on the premises.
• Remove valuable or fragile items from areas to be cleaned, or notify us of their presence.
• Inform us of any specific health and safety requirements or hazardous materials on site.

8. Confidentiality

Your privacy and business integrity are paramount:

• All information pertaining to the Client's business or premises collected by our operatives will be treated with the strictest confidence.
• We will not disclose any sensitive information to third parties unless legally required.

9. Governing Law

These Terms of Service are governed by and construed in accordance with the laws of England and Wales. Any disputes arising in connection with these terms shall be subject to the exclusive jurisdiction of the English courts.