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CLEANING SOLUTIONS BRISTOL LTD
PAYMENT, CANCELLATION & REFUND POLICY
1. Formation of Contract
A legally binding contract is formed when a client:
Confirms a booking (verbally, electronically, or in writing),
Makes payment (full or partial), or
Provides access for services to commence.
No physical signature is required.
All services are governed by these Terms & Conditions.
2. Pricing & VAT
All domestic consumer prices are displayed inclusive of VAT unless otherwise stated.
Commercial prices may be displayed exclusive of VAT. VAT will be added at the prevailing rate.
3. Deposits & Payments
3.1 Domestic Clients
Deep Cleans and End of Tenancy Cleans may require a non-refundable deposit of 25–50%.
Remaining balances are due prior to or on the day of service.
Failure to pay may result in cancellation of service.
3.2 Commercial Clients
Invoices are payable within 7 days unless otherwise agreed in writing.
Late payment constitutes breach of contract.
4. Cancellation & Rescheduling – Domestic Clients (B2C)
4.1 Cooling-Off Rights (Consumer Contracts Regulations 2013)
When booking online or remotely, consumers have a statutory 14-day cancellation period.
However, by booking and confirming a service date within this period, the client:
Expressly requests that Cleaning Solutions Bristol Ltd begins services within the 14-day cancellation period; and
Acknowledges that once the service has been fully performed, the right to cancel is lost.
If a client cancels after service has begun within the 14-day period, they remain liable for work completed.
4.2 Standard Cancellation Terms
More than 48 hours’ notice: No charge (deposit may be retained for admin time if stated at booking).
24–48 hours’ notice: 50% of total booking fee payable.
Less than 24 hours’ notice or same-day cancellation: 100% of total booking fee payable.
Rescheduling within 24 hours may incur administrative charges.
4.3 Failure to Provide Access
If access is not provided at the agreed time:
The full booking fee is payable.
Waiting time may be charged at £30 per hour plus VAT.
Additional revisit charges may apply.
5. Cancellation – Commercial Clients (B2B)
Commercial clients do not have cooling-off rights.
Less than 48 hours’ notice: 100% of service fee payable.
Block bookings require minimum 30 days written notice unless otherwise agreed.
6. Late Payment – Commercial Clients
Under the Late Payment of Commercial Debts (Interest) Act 1998:
Statutory interest of 8% above the Bank of England base rate will be charged.
Fixed compensation fees apply:
£40 (debts up to £999.99)
£70 (£1,000–£9,999.99)
£100 (£10,000+)
Cleaning Solutions Bristol Ltd reserves the right to suspend services after 3 days of non-payment.
Recovery and legal costs may be added.
7. Service Suspension
Services may be suspended if:
Payment terms are breached;
Invoices remain unpaid beyond 3 days (commercial);
Access is repeatedly not provided;
The client acts abusively or in breach of agreement.
Suspension does not waive outstanding debt.
8. Refunds
Refunds are not issued for:
Change of mind after service completion;
Failure to read Terms & Conditions;
Third-party dissatisfaction without evidence;
Minor subjective cleaning expectations beyond scope agreed.
Any service concerns must be reported within 24 hours of completion with photographic evidence.
We reserve the right to re-attend before any refund is considered.
9. Linen Hire & Storage
9.1 Linen Hire
Linen remains the property of Cleaning Solutions Bristol Ltd unless otherwise agreed.
Damaged or heavily stained items beyond normal wear will be charged at replacement value.
9.2 Storage
Goods stored at our premises are stored at the client’s risk.
We maintain commercial insurance; however, liability is strictly limited to replacement value only.
We are not liable for consequential loss.
10. Limitation of Liability
Liability is limited to the value of the service provided.
We are not liable for:
Pre-existing damage
Wear and tear
Faulty fixtures
Poor maintenance
Hidden defects
11. Governing Law
These Terms are governed by the laws of England & Wales.
I confirm I have read and agree to Cleaning Solutions Bristol Ltd Full Terms & Conditions at : https://www.cleaningsolutionbristol.co.uk/terms-conditions. I expressly request the service to begin within the 14-day statutory cancellation period and understand that once the service has been fully performed, my right to cancel may be lost under the Consumer Contracts Regulations 2013..
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Cleaning Solutions Bristol Ltd
Company No. 12974269
Last Updated: 03 May 20251. CONTRACT FORMATION
1.1 A legally binding contract is formed when a Client confirms a booking verbally, in writing, via email, WhatsApp, booking platform, payment of invoice (full or part), or by allowing access for service commencement.
1.2 By confirming a booking, the Client agrees to be bound by these Terms and Conditions and all referenced policies.
1.3 Where conflicting provisions appear across Company policies, the stricter provision shall apply.
1.4 This Agreement constitutes the entire agreement between the Parties and supersedes all prior discussions or representations.
2. DEFINITIONS
The Company means Cleaning Solutions Bristol Ltd, Company No. 12974269.
Client means the person, business, landlord, agent, or entity engaging services.
Cleaner means any employee or subcontractor acting on behalf of the Company.
Cleaning Visit means attendance at the Client’s address to perform services.
Commercial Cleaning Services means an ongoing, regular contracted service.
3. SERVICES
3.1 Services include domestic cleaning, end of tenancy cleaning, Airbnb and short-let cleaning, deep cleaning, commercial cleaning, communal cleaning, linen hire and associated services.
3.2 All services are provided based on the information supplied by the Client at booking.
3.3 Cleaning improves condition but does not guarantee restoration of permanent staining, limescale etching, grout discolouration, mould staining, silicone deterioration, or age-related wear.
4. CLIENT RESPONSIBILITIES
4.1 The Client must provide accurate property details including size, condition and access instructions.
4.2 The Client must ensure electricity, running water and safe working conditions.
4.3 Cleaners must be given safe and uninterrupted access at the scheduled time.
4.4 Delays exceeding 15 minutes may incur waiting time at £25 per hour per cleaner.
4.5 If access is refused or not possible, the full service fee remains payable.
5. MINIMUM BOOKING
All services are subject to a minimum booking of two (2) hours unless agreed otherwise in writing.
6. ADDITIONAL & EXTRA CHARGES
Additional charges apply where applicable, including but not limited to:
Biohazard cleaning from £150
Deep clean severe condition from £100
Poor condition surcharge from £25–£50
Heavily soiled bathroom from £70 per bathroom
Rubbish removal £25–£75
Oven cleaning £35–£70
Fridge/freezer £15–£25
Carpet cleaning from £25 per room
Wall cleaning from £30 per room
Balcony/outdoor £20–£50
Dishwashing from £50
Pet hair removal £15–£30
Cupboards internal £5–£15 per room
Urgent/out-of-hours £20–£50
Key collection £10–£25
Long stay surcharge £25–£50Charges are VAT exclusive unless stated.
7. PAYMENT TERMS
7.1 New clients must make payment in full before cleaners leave the property unless otherwise agreed in writing by a Director of the Company.
7.2 Long-term or account clients must pay all invoices within seven (7) calendar days from the invoice date unless alternative written terms have been agreed.
7.3 For the avoidance of doubt, where a seven (7) day payment term applies, the due date is the seventh calendar day from the invoice date.
7.4 Suspension of services may occur twenty-four (24) hours after the stated due date if payment has not been received in cleared funds.
7.5 Payments must be made on the day of service unless otherwise agreed in writing.
7.6 The Client shall not withhold, deduct, offset, or reduce any invoice payment without prior written agreement from the Company.
7.7 Internal accounting procedures, delayed purchase orders, or internal approval processes do not extend invoice due dates.
7.8 LATE PAYMENT CHARGES
7.8.1 Late payments may incur:
A £25 administration fee per payment chase
A £30 late payment fee per overdue invoice
Statutory interest at 8% above the Bank of England base rate
Compounded interest calculated monthly until full settlement7.8.2 Administrative fees and late payment fees may be applied cumulatively where applicable.
7.8.3 Administrative and late payment charges represent a genuine pre-estimate of operational and recovery costs and are not penalties.
7.8.4 Suspension may occur without prior warning once an account becomes overdue.
7.8.5 After two instances of late payment, the Client may be moved to weekly billing or advance payment terms.
7.8.6 After three instances of late payment, the Company reserves the right to terminate services immediately.
7.9 CHARGEBACK PROTECTION
7.9.1 The Client agrees not to initiate chargebacks, payment reversals, or disputes through any payment provider without first raising a formal written dispute under the Invoice Dispute procedure.
7.9.2 Unjustified chargebacks will result in recovery action, additional administrative fees, and immediate suspension of services.
8. BANK HOLIDAY POLICY
Services requested on UK Bank Holidays are charged at double the standard rate.
Regular services falling on a Bank Holiday may be rescheduled.
9. NON-SOLICITATION
The Client shall not employ, engage or solicit any employee or subcontractor introduced by the Company for twelve (12) months following the last service date.
Breach incurs a recruitment fee of £2,500 or six (6) months’ gross wages of the staff member, whichever is higher.
10. LIMITATION OF LIABILITY
Liability for cleaning services is limited to the value of the affected service.
The Company shall not be liable for indirect or consequential losses, including loss of bookings, profit, platform penalties or reputational damage.
11. RIGHT TO REFUSE WORK
The Company may refuse or cancel services due to unsafe conditions, abuse, hazardous materials or breach of contract. The full service fee may still apply.
12. FORCE MAJEURE
The Company is not liable for delays due to events beyond reasonable control including weather, illness, transport disruption or government action.
13. HEALTH & SAFETY & INSURANCE
The Company maintains Public Liability Insurance up to £5,000,000 and Employers’ Liability Insurance.
Staff are trained in COSHH, manual handling and safe working procedures.
14. VAT
VAT will be charged at the prevailing rate. If VAT rates change, invoices will reflect the applicable rate at time of supply.
15. GOVERNING LAW
This Agreement is governed by the laws of England and Wales.
Clauses relating to payment, late payment, interest, indemnity, limitation of liability, confidentiality, non-solicitation, dispute resolution, and recovery rights shall survive termination of this Agreement.
INCORPORATION OF TERMS
These Terms & Conditions are incorporated into all bookings, invoices, quotations, payment links, and confirmations issued by the Company. Reference to the Terms via hyperlink constitutes valid notice. Acceptance may be given electronically and does not require a physical signature.
Price Review
We reserve the right to review and adjust our prices periodically, including at the start of each UK tax year (April). Any price changes will be communicated to clients in advance. Continued use of our services after notification of the updated rates constitutes acceptance of the new pricing.
Acceptance of Terms and Authority
By accepting these Terms and Conditions, the individual confirms that they are authorised to enter into this agreement on behalf of the Client (including any company or business entity).
The individual further confirms that they have read, understood, and agree to be bound by these Terms and Conditions.
Personal Guarantee (Directors / Individuals Acting for a Company)
Where the Client is a limited company or other corporate entity, the individual accepting these Terms does so both on behalf of the Client and in their personal capacity.
In consideration of the Company agreeing to provide services, that individual irrevocably and unconditionally guarantees the full and punctual payment of all sums owed by the Client to the Company.
This guarantee shall be joint and several, meaning the Company may pursue the individual directly for any unpaid amounts without first taking action against the Client.
The guarantor’s liability under this clause shall be a continuing obligation and shall remain in force until all outstanding sums due to the Company have been paid in full.
The guarantor waives any right to require the Company to first take action against the Client or any other party before enforcing this guarantee.
Digital Acceptance
Acceptance of these Terms and Conditions may be provided electronically, including via checkbox confirmation, digital signature, email confirmation, or other electronic means.
The Client agrees that such electronic acceptance constitutes legally binding agreement, equivalent to a handwritten signature.
The Company shall be entitled to rely on electronic records (including timestamps, IP data, and communication logs) as evidence of acceptance.
Payment Terms
Payment for all invoices is due within the agreed terms stated on the invoice.
The Company reserves the right to charge statutory interest and compensation in accordance with the Late Payment of Commercial Debts (Interest) Act 1998 on all overdue amounts.
Suspension of Services
The Company reserves the right to suspend services immediately where payment is overdue or where there is a reasonable concern regarding payment.
Suspension of services shall not affect the Client’s obligation to pay any outstanding invoices.
Recovery of Costs
The Client shall be liable for all reasonable costs incurred by the Company in recovering overdue amounts, including court fees, enforcement costs, and any applicable statutory charges.
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Cleaning Solutions Bristol Ltd
Company No. 12974269
Last Updated: 03 May 2025These terms apply specifically to Airbnb, serviced accommodation, holiday lets, short-term rentals, student-to-Airbnb transitions, and managed portfolio properties. These terms operate alongside the Master Terms & Conditions. Where any conflict arises, the stricter provision applies.
1. SERVICE STANDARD
1.1 The Company’s obligation is to return the property to a professional short-let, guest-ready, 5-star hospitality standard appropriate to the booking type.
1.2 Estimated cleaning times are guidelines only and vary depending on:
Property size
Guest occupancy
Length of stay
Number of beds used
Additional linen requirements
Condition upon arrival
Pet presence
Contractor/building dust
Last-minute bookings1.3 The Company reserves the right to allocate additional labour where required to meet hospitality standards. Additional time will be chargeable where outside the standard allowance.
2. STANDARD TURNOVER CLEAN (SHORT STAY)
2.1 A Standard Turnover Clean typically applies to short stays of one to three nights with light to moderate use.
2.2 A standard turnover includes:
Full bathroom sanitisation
Toilet descaling and disinfection
Shower screen cleaning
Mirror polishing
Kitchen surface cleaning
Appliance exterior wipe-down
Hob wipe
Sink and tap descaling
Bed stripping and remaking
Linen change
Floor vacuuming and mopping
Bin removal
Surface sanitisation
Visual presentation check2.3 Typical time guide (1–2 cleaners combined labour):
Studio / 1 Bedroom: 1.0 – 1.5 hours
2 Bedrooms: 1.5 – 2.0 hours
3 Bedrooms: 2.5 – 3.0 hours
4 Bedrooms: 4.0 – 4.5 hours
5 Bedrooms: 4.5 – 5.0 hours2.4 Where the property condition exceeds normal short-stay use, additional time will be charged at £25 + VAT per hour per cleaner.
2.5 Extra bathrooms are charged at £25 + VAT per additional bathroom.
3. EXTENDED STAY / HEAVY USE CLEAN
3.1 Applies where:
Guests have stayed seven (7) nights or more
Occupancy is higher than standard
Multiple beds are used
Pets are present
Visible heavy usage exists
Contractors or building dust is present3.2 Extended cleans may require:
Deep bathroom descaling
Additional floor scrubbing
Extended kitchen degreasing
Full appliance cleaning
Internal cupboard wipe-down3.3 Additional time is charged at £25 + VAT per hour per cleaner beyond standard allowance.
4. FULL RESET CLEAN
4.1 A Full Reset Clean applies where a property requires a full operational reset due to long-term stays, seasonal changes, or neglected condition.
4.2 A reset clean may include:
Oven interior degrease
Fridge and freezer internal clean
Internal cupboards and drawers
Full kitchenware wash
Heavy bathroom descaling
Deep grout and silicone cleaning
Full linen reset
Waste removal
Deep floor scrub
Final presentation quality control4.3 Reset cleans are charged at the agreed reset rate or at £25 + VAT per hour per cleaner where additional time is required.
5. LONG-STAY SURCHARGE
5.1 For stays exceeding fourteen (14) consecutive days, a Long-Stay Surcharge of £25–£50 may apply depending on property size and condition.
5.2 Where condition requires a deep clean beyond surcharge allowance, a separate fee will be quoted.
6. CALENDAR & SCHEDULING CLAUSE
6.1 The Company will schedule cleans in line with the Client’s booking calendar where access is granted.
6.2 The Client warrants that calendar information is accurate and up to date.
6.3 The Company is not liable for losses arising from:
Incorrect check-in/out times
Late check-outs
Guests remaining onsite
Blocked access
Incorrect booking data
Double bookings6.4 Delays caused by inaccurate calendar information may result in additional charges.
7. IMMEDIATE ACTION CLAUSE
7.1 Where immediate action is required to meet check-in deadlines, the Company may proceed with necessary additional labour without prior written approval.
7.2 Additional labour will be chargeable at £25 + VAT per hour per cleaner.
8. PLATFORM LIABILITY SHIELD
8.1 The Company shall not be liable for:
Airbnb penalties
Guest refunds
Listing suspension
Platform review impact
Loss of booking income
Reputational damage
Platform-generated compensation8.2 The Company is not responsible for guest behaviour, misuse of property, damage caused by guests, or pre-existing property issues.
9. ACCESS & WAITING TIME
9.1 If access is delayed beyond fifteen (15) minutes, waiting time will be charged at £25 per hour per cleaner.
9.2 If cleaners cannot gain entry, the full service fee remains payable.
10. GUEST DAMAGE & PRE-EXISTING CONDITIONS
10.1 The Company is not liable for:
Pre-existing damage
Wear and tear
Loose fixtures
Faulty fittings
Poor property maintenance
Water damage
Mould growth
Structural defects10.2 Any issues must be reported within 24 hours of service completion.
11. LINEN INTEGRATION
11.1 Linen services operate under the separate Linen Hire Service Agreement.
11.2 Lost, heavily stained, burnt, torn or mildew-damaged linen will be charged at replacement cost.
11.3 Linen not returned within sixty-three (63) days will be deemed lost.
12. CLEANING LIMITATIONS
12.1 Cleaning improves condition but does not guarantee removal of:
Permanent staining
Limescale etching
Dye transfer
Silicone discolouration
Grout deterioration
Age-related wear12.2 No refund is due for conditions beyond reasonable cleaning restoration standards.
13. BANK HOLIDAY & PREMIUM SERVICES
13.1 Services requested on UK Bank Holidays are charged at double the standard rate.
13.2 Same-day emergency cleans may incur premium charges.
14. SUSPENSION & TERMINATION
14.1 The Company may suspend services immediately for:
Non payment
Repeated late payment
Unsafe working conditions
Abusive behaviour
Material breach14.2 Outstanding balances remain payable.
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Cleaning Solutions Bristol Ltd
Company No. 12974269
Last Updated: 03 May 2025This Linen Hire Service Agreement (“Agreement”) forms a legally binding contract between Cleaning Solutions Bristol Ltd (“the Company”) and the Customer (“you”). This Agreement operates alongside the Master Terms & Conditions. Where conflict exists, the stricter provision applies.
This Agreement ensures clarity, commercial fairness, stock protection, and operational control for both parties.
1. PARTIES & TERM
1.1 This Agreement is between Cleaning Solutions Bristol Ltd, Company No. 12974269, and the Customer receiving linen hire services.
1.2 The Agreement shall continue indefinitely unless terminated by either party providing three (3) months’ written notice.
1.3 The Company reserves the right to suspend services immediately in cases of non-payment, material breach, or misuse of stock.
2. SCOPE OF SERVICES
2.1 Services include the rental, delivery, exchange, collection, laundering, processing, storage, maintenance, and management of linen.
2.2 Linen may include (but is not limited to):
Bed sheets
Duvet covers
Pillowcases
Bath towels
Hand towels
Bath sheets
Bath mats
Tea towels2.3 The Company may subcontract laundering or logistics at its discretion. All subcontractors shall adhere to equivalent standards of quality, hygiene, confidentiality, and compliance.
2.4 No guaranteed turnaround times are provided unless expressly agreed in writing.
3. OWNERSHIP & RETENTION OF TITLE
3.1 All linen remains the sole property of Cleaning Solutions Bristol Ltd at all times.
3.2 Title to hired linen shall not pass to the Customer under any circumstances.
3.3 Failure to return linen constitutes conversion of goods and may result in recovery action.
3.4 The Company reserves the right to conduct stock audits and reconcile discrepancies.
3.5 The Company may remove excess stock held beyond agreed levels.
4. CUSTOMER RESPONSIBILITIES
4.1 The Customer is responsible for the proper handling, storage, and care of all linen while in their possession.
4.2 Linen must be stored in a clean, dry, ventilated environment to prevent mildew or contamination.
4.3 Linen must not be exposed to:
Damp storage
Excessive moisture
Hazardous chemicals
Construction debris
Paint, oil, wax or similar substances4.4 The Customer must notify the Company promptly of any loss, damage, contamination or irregularity.
5. INSURANCE REQUIREMENT
5.1 The Customer must maintain adequate insurance covering loss, theft, fire, flood, damage and contamination of hired linen.
5.2 Proof of insurance must be provided upon request.
5.3 The Company is not responsible for loss or damage occurring while linen is stored at the Customer’s premises.
6. NON-STOCK & CUSTOM ITEMS
6.1 Custom or non-stock linen items may require a minimum two-year contractual term.
6.2 Early termination of custom item agreements may incur charges reflecting residual stock value.
6.3 “Own work” items supplied by the Customer for processing will be invoiced separately at agreed rates.
7. SAFETY & CONTAMINATION
7.1 The Customer must notify the Company in writing of any dangerous substance contamination including but not limited to:
Blood
Bodily fluids
Chemical exposure
Industrial contamination7.2 The Company reserves the right to refuse unsafe items.
7.3 Untreated contaminated linen may be destroyed at the Customer’s cost.
8. QUALITY STANDARDS
8.1 Linen processing follows reasonable commercial laundering standards.
8.2 Natural shrinkage, fading, or wear may occur due to commercial laundering processes.
8.3 Serious quality issues must be reported within two (2) working days of delivery or processing.
9. PRICING, INVOICING & PAYMENT
9.1 Pricing may be reviewed and adjusted with one (1) month’s written notice.
9.2 Accounts with weekly invoice totals of £100 or less may be required to pay via direct debit.
9.3 Invoices are due within seven (7) days unless otherwise agreed.
9.4 Queries must be raised within seven (7) days of invoice date.
9.5 Non-payment may result in suspension of services and recovery action.
9.6 Repeated overuse or underuse of agreed stock volumes may result in agreement revision.
10. LATE RETURNS, DAMAGE & SOILING CHARGES
10.1 Replacement Costs (Lost or Not Returned)
Pillowcase: £8.00
Sheet / Duvet Cover: £30.00
Hand Towel: £15.00
Bath Sheet: £20.00Items not returned within sixty-three (63) days are deemed lost and charged at full replacement value.
10.2 Irreparably Damaged Items
Full replacement cost applies for:
Burns
Rips
Bleaching
Fraying
Severe tearing
Permanent staining10.3 Soiled or Contaminated Linen
Light soiling: £3.00 per item
Heavy soiling: £7.50 per item
Wax, ink, oil, paint: £15.00 per item
Mildew / mould damage: Full replacement costItems returned damp will automatically be charged at full replacement value.
10.4 Unauthorised Stock Holding
£10.00 administration fee per unauthorised item plus rental charge.
11. TERMINATION & SUSPENSION
11.1 Either party may terminate with three (3) months’ written notice.
11.2 The Company may suspend immediately for material breach.
11.3 Outstanding items and payments remain recoverable following termination.
12. CHANGE OF OWNERSHIP
12.1 The Customer must notify the Company within twenty-four (24) hours of any change in ownership or trading name.
12.2 Failure to notify does not release liability.
13. LIMITATION OF LIABILITY
13.1 The Company is not liable for indirect losses including reputational or profit loss.
13.2 Total liability is capped at the value of fees paid in the preceding three (3) months.
14. INDEMNITY
The Customer agrees to indemnify and hold harmless the Company against claims, losses, or damages arising from misuse, negligence, or breach of this Agreement.
15. FORCE MAJEURE
The Company shall not be liable for delays caused by events beyond reasonable control including extreme weather, supply chain disruption, strikes or pandemics.
16. DATA PROTECTION & CONFIDENTIALITY
The Company complies with UK GDPR and the Data Protection Act 2018.
Customer data is stored securely and used only for lawful business purposes.
Both parties agree to maintain confidentiality of sensitive information.
17. GOVERNING LAW
This Agreement is governed by the laws of England and Wales.
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Cleaning Solutions Bristol Ltd
Company No. 12974269
Last Updated: 01 April 2025Cleaning Solutions Bristol Ltd (“the Company”, “we”, “us”) is committed to protecting and respecting your privacy.
This Privacy Policy explains how we collect, use, store, share, and protect your personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
1. DATA CONTROLLER
Cleaning Solutions Bristol Ltd
Company No. 12974269
Email: info@cleaningsolution.uk
Website: www.cleaningsolution.co.ukThe Company is the Data Controller responsible for your personal data.
2. PERSONAL DATA WE COLLECT
We may collect and process the following categories of personal data:
2.1 Identity and Contact Data
Name
Property address
Billing address
Email address
Telephone number2.2 Booking and Service Data
Booking history
Property details
Service frequency
Cleaning preferences
Access instructions
Linen quantities2.3 Financial Data
Payment information processed via secure third-party payment providers
Invoice records
Transaction history2.4 Photographic Data
Before and after cleaning photographs taken for quality assurance and insurance purposes2.5 Communication Data
Email correspondence
Phone call notes
WhatsApp or text communications relating to bookings or services3. PHOTOGRAPHIC EVIDENCE POLICY
3.1 Cleaning Solutions Bristol may take before and after photographs during cleaning appointments.
3.2 Photographs are taken strictly for:
Insurance documentation
Quality assurance
Evidence of service completion
Dispute resolution3.3 Photographs will focus solely on areas cleaned and will not intentionally capture personal or sensitive information.
3.4 Images are stored securely and accessed only by authorised personnel.
3.5 By engaging our services, you agree to this practice unless a written objection is submitted in advance.
4. HOW WE USE YOUR DATA
We use your personal data to:
Provide and manage cleaning and linen services
Schedule and coordinate bookings
Send invoices and payment reminders
Communicate service updates
Respond to queries and complaints
Maintain internal records
Improve service delivery
Comply with legal and regulatory obligations5. LEGAL BASIS FOR PROCESSING
We process your data under the following lawful bases:
Performance of a contract where processing is necessary to deliver services
Legal obligation where required for accounting, tax, or regulatory compliance
Legitimate interests in operating and improving our business
Consent where applicable for optional communications6. DATA SHARING
We do not sell, rent, or trade your personal data.
We may share your information with:
Employees and authorised subcontractors
Accountants and professional advisers
Payment processors
Software providers (e.g. Xero, Asana, secure email platforms)
Law enforcement or regulatory authorities where legally requiredAll third parties are required to respect the security of your data.
7. DATA STORAGE & SECURITY
7.1 Data may be stored using secure systems including:
Xero (accounting software)
Email platforms
Asana (task management system)7.2 We implement appropriate technical and organisational security measures to protect against unauthorised access, alteration, disclosure, or destruction.
7.3 Access to personal data is restricted to authorised personnel only.
8. DATA RETENTION
8.1 We retain personal and financial records for six (6) years for accounting and legal compliance purposes.
8.2 After the retention period expires, data will be securely deleted or anonymised.
9. INTERNATIONAL DATA TRANSFERS
We do not transfer personal data outside the United Kingdom unless appropriate safeguards are in place in accordance with UK GDPR requirements.
10. YOUR RIGHTS
Under UK GDPR, you have the right to:
Access your personal data
Request correction of inaccurate data
Request erasure where legally permissible
Object to processing
Restrict processing
Request data portability
Withdraw consent where processing is based on consentTo exercise your rights, contact info@cleaningsolution.uk.
11. COMPLAINTS
If you are not satisfied with how we handle your data, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO).
ICO Website: www.ico.org.uk
12. POLICY UPDATES
We may update this Privacy Policy from time to time.
The latest version will always be available on our website or upon request.
Continued use of our services constitutes acceptance of the updated policy.
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Cleaning Solutions Bristol Ltd
Company No. 12974269
Last Updated: 03 May 2025This Addendum forms part of and is incorporated into the Master Terms & Conditions, Airbnb Terms, and Linen Hire Agreement. In the event of conflict, the stricter provision shall apply.
1. DEPOSIT & RETAINER RIGHTS
1.1 The Company reserves the right to require a refundable or non refundable retainer prior to commencing services.
1.2 Retainers may be applied against outstanding invoices.
1.3 Failure to pay a required retainer may result in cancellation of scheduled services.
2. PRICE REVIEW & ADJUSTMENT
2.1 The Company reserves the right to adjust pricing at any time to reflect increases in:
Labour costs
National Minimum or Living Wage increases
Fuel costs
Insurance premiums
Supplier pricing
Storage costs
Operational overheads2.2 Where possible, notice will be provided in advance.
2.3 Continued use of services following notice constitutes acceptance of revised pricing.
3. DAMAGE CLAIM REPORTING DEADLINE
3.1 Any claim relating to alleged damage must be reported within twenty-four (24) hours of service completion.
3.2 Claims must be raised prior to re-occupation of the property or arrival of new guests.
3.3 Failure to comply voids the claim.
4. NO SET-OFF
4.1 The Client shall not withhold, deduct, offset, or reduce any invoice payment without prior written agreement from the Company.
4.2 Payment must be made in full regardless of any ongoing dispute, subject to the Invoice Dispute procedure.
5. INTEREST & COMPOUNDING
5.1 Interest on overdue sums accrues daily.
5.2 Interest may compound monthly until full settlement.
5.3 Interest is charged at eight percent (8%) above the Bank of England base rate in accordance with the Late Payment of Commercial Debts (Interest) Act 1998.
6. LIABILITY CARVE-OUT
6.1 Nothing in this Agreement excludes or limits liability for:
Death or personal injury caused by negligence
Fraud or fraudulent misrepresentation
Any liability which cannot be lawfully excluded7. DIGITAL EVIDENCE & DOCUMENTATION
7.1 The Company may use timestamped digital documentation, including photographs, to evidence condition and service completion.
7.2 Such documentation may be used in dispute resolution, debt recovery, or legal proceedings.
8. ASSIGNMENT
8.1 The Client may not assign, transfer, novate, or subcontract this Agreement without prior written consent of the Company.
8.2 The Company may assign or subcontract service delivery at its discretion.
9. VARIATION IN SCOPE
9.1 Any tasks requested outside the agreed scope of work will be charged at the prevailing hourly rate or quoted separately.
9.2 Verbal task additions during attendance constitute agreement to additional charges.
10. SURVIVAL
10.1 Clauses relating to payment, late payment, indemnity, limitation of liability, non-solicitation, confidentiality, and dispute resolution shall survive termination of this Agreement.
11. ENFORCEMENT
11.1 Administrative and late payment charges represent a genuine pre-estimate of operational costs and are not penalties.
11.2 The Company reserves the right to pursue recovery action including legal proceedings where invoices remain unpaid.
12. COMMERCIAL SUSPENSION
12.1 The Company may suspend services immediately and without prior notice once an account becomes overdue.
12.2 Suspension may occur where:
Payment is not received by the stated due date
Repeated late payments occur
A material breach of contract arises
Abusive, threatening, or unsafe conduct occurs
An unauthorised chargeback or payment reversal is initiated12.3 Suspension does not waive the Company’s right to pursue recovery of:
Outstanding balances
Administrative fees
Late payment fees
Statutory interest
Legal and recovery costs12.4 Services will only resume once all outstanding balances, accrued interest, and applicable fees are settled in full.
12.5 The Company reserves the right to permanently terminate services following repeated non-compliance with payment obligations.
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Cleaning Solutions Bristol Ltd Company No. 12974269 Last Updated: 03 May 2025
Terms & Conditions & Contract Formation Notice
By booking, confirming, paying for, or providing access for any service supplied by Cleaning Solutions Bristol Ltd (Company No. 12974269), you acknowledge that you have read and agree to be legally bound by our Terms & Conditions and all associated service policies.
A legally binding contract is formed upon:
Booking confirmation
Invoice payment (in full or part)
Provision of property access
Written or electronic instruction to proceed
No physical signature is required for enforceability.
All services are governed by our published policies, including (where applicable):
General Terms & Conditions
Airbnb & Short-Let Service Terms
Linen Hire Service Agreement
Commercial Enforcement Addendum
These are available at:
https://www.cleaningsolutionbristol.co.uk/terms-conditions
https://www.cleaningsolutionbristol.co.uk/airbnb-short-let-cleaningbristolCleans are scheduled in accordance with the confirmed booking calendar, written instructions, or agreed service schedule.
Late payment fees, administrative charges, debt recovery costs, and statutory interest may apply in accordance with our published policies and the Late Payment of Commercial Debts (Interest) Act 1998 (where applicable).
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Cleaning Solutions Bristol Ltd Company No. 12974269 Last Updated: 03 May 2025
7.1 Limitation of Liability
The Company’s total aggregate liability arising under or in connection with any booking shall not exceed the total fees paid by the Client for the specific service giving rise to the claim.
Nothing in these Terms shall limit or exclude liability for death or personal injury caused by negligence, fraud, or any liability which cannot legally be excluded under the laws of England and Wales.
7.2 Late Payment & Enforcement
Payment is due on the date stated on the invoice unless otherwise agreed in writing.
Late payments may incur:
Statutory interest pursuant to the Late Payment of Commercial Debts (Interest) Act 1998 (where applicable),
Fixed statutory compensation,
Administrative charges, and
Reasonable debt recovery costs.
The Company reserves the right to suspend or withdraw services until all outstanding balances are cleared.
7.3 Access Failure
If access to the Property is not provided at the agreed time, or keys, codes, parking permits, or entry instructions are incorrect, the full service fee remains payable. A rescheduling fee may also apply.
7.4 Property Condition & Pre-Existing Issues
The Company is not responsible for pre-existing damage, wear and tear, ingrained staining, limescale buildup beyond reasonable cleaning removal, mould growth, or deterioration caused by age, misuse, or structural condition.
7.5 Service Acceptance & Reporting Window
Any concerns regarding the service must be reported within:
24 hours for short-let / Airbnb services
48 hours for domestic or commercial services
After this period, the service shall be deemed accepted and completed to contractual standard.
7.6 Linen Hire Responsibility (Where Applicable)
The Client is responsible for loss, excessive staining, or damage to hired linen beyond fair wear and tear. Replacement or restoration costs may be charged accordingly.
7.7 Non-Solicitation of Staff
The Client agrees not to directly employ, approach, or solicit any employee or subcontractor of the Company during the term of service and for a period of six (6) months thereafter without prior written consent.
17. GOVERNING LAW
This Agreement and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with it shall be governed by and construed in accordance with the laws of England and Wales.
The parties irrevocably submit to the exclusive jurisdiction of the courts of England and Wales.
