Terms and Conditions

1. Definitions

In these Terms and Conditions, the following expressions have the following meanings:

Company, we, us or our means Buzz Maids Services Ltd trading as “Buzz Cleaners”, a company registered in England and Wales under company number 11481214, with its registered office at First Floor, Unit 30 Business Village, Wexham Road, Slough, England, SL2 5HF.

Client, you or your means the person, business, organisation, landlord, tenant, agent or other customer who requests, books or receives the Services.

Consumer means an individual acting for purposes which are wholly or mainly outside that individual's trade, business, craft or profession.

Booking means a booking for Services accepted by the Company.

Premises means the property, premises or location at which the Services are to be provided.

Services means the cleaning, maintenance, repair and any other services agreed between the Company and the Client at the time of Booking together with any additional, varied or supplementary services requested by the Client and accepted by the Company before or during the performance of the Services.

Materials means any materials, goods, parts, cleaning products, consumables, equipment or other items which the Company reasonably requires in order to perform the Services.

2. Acceptance of these Terms

2.1 These Terms and Conditions apply to all Services provided by the Company unless otherwise agreed in writing.

2.2 By confirming a Booking, permitting the Company to commence the Services, or otherwise accepting the Services, the Client agrees to be bound by these Terms and Conditions.

2.3 A Booking shall only be deemed accepted when confirmed by the Company.

2.4 These Terms and Conditions, together with the accepted quotation and any written booking confirmation, constitute the agreement between the Company and the Client.

2.5 Nothing in these Terms and Conditions is intended to exclude, restrict or limit any rights or remedies which the Client may have under applicable law and which cannot lawfully be excluded, restricted or limited. Where the Client is a Consumer, these Terms and Conditions shall be interpreted subject to the Client’s statutory rights.

3. Quotations and Scope of Services

3.1 The Client shall provide accurate and complete information regarding the Services required, including the type of cleaning or work requested, the size, condition and layout of the Premises, access arrangements, parking requirements, and any specific instructions or requirements.

3.2 The Company may issue a quotation based on the details supplied by the Client and may be revised if additional work, time, staff, equipment, Materials or Services are required.

3.3 If information provided by the Client is inaccurate, misleading or incomplete, the Company reserves the right to revise the quoted price, apply additional reasonable charges, reschedule the appointment, reduce the scope of the Services, or refuse to carry out the Services.

3.4 Any variation to the agreed scope of the Services, including any additional or supplementary Services requested by the Client before or during the performance of the Services, shall be subject to the Company's agreement and may result in additional charges. Any such additional or varied Services accepted by the Company shall be deemed to form part of the Services and shall be subject to these Terms and Conditions.

3.5 The Company shall provide the Services agreed with the Client, subject to these Terms and Conditions.

3.6 The Company shall perform the Services with reasonable care and skill and in accordance with normal industry standards.

3.7 The Company may determine the appropriate staffing, equipment, Materials and method of service delivery required to complete the Services safely and effectively.

4. Client Obligations

4.1 The Client shall provide the Company with safe, timely and unobstructed access to the Premises at the agreed appointment time.

4.2 Where the Client provides keys or access devices to the Company, the Client or an authorised representative must be available to collect them upon completion of the Services unless alternative arrangements have been agreed in advance.

4.3 If no person is available to collect keys or access devices upon completion, the Client may arrange collection from the Company’s office by appointment only. Any alternative arrangements are subject to the Company’s prior approval and may incur additional charges.

4.4 The Client shall ensure that running water, electricity and any other necessary utilities are available throughout the provision of the Services.

4.5 The Client shall prepare the Premises for the Services at their own expense, including by making safe any appliances or equipment and removing items from areas where the Company will be working.

4.6 The Client shall ensure that furniture, fixtures, fittings and other items remaining within working areas are adequately covered or protected against dust, dirt or incidental contact where appropriate.

4.7 The Client shall secure or remove valuables, fragile items, cash, jewellery, artwork, antiques, important documents and items of sentimental value before the Services begin.

4.8 The Client shall ensure that the working environment is safe and suitable for the Company’s employees, contractors and representatives.

4.9 The Client shall disclose any circumstances which may affect the provision of the Services, including excessive clutter, infestations, hazardous substances, ongoing construction works, unsafe surfaces, faulty fixtures, fragile surfaces, aggressive pets or any other relevant risk.

4.10 The Client must notify the Company in advance of any fragile, delicate, specialist, high-value or unusual surfaces, materials, fixtures, fittings or items at the Premises, including natural stone, marble, granite, untreated wood, specialist flooring, brass, copper, antique items, designer fixtures or surfaces requiring manufacturer-specific care. The Company shall not be liable for damage arising from the Client’s failure to provide such information, except to the extent caused by the Company’s proven negligence.

4.11 The Client shall ensure that all necessary permissions, parking arrangements, permits and access instructions are provided before the appointment. Any parking charges, congestion charges, permits, fines or penalties reasonably incurred during the provision of the Services may be charged to the Client where caused by incomplete or inaccurate information provided by the Client.

4.12 The Client must inform the Company in advance of any animals at the Premises and must ensure that all animals are secured and kept away from working areas while the Services are being carried out.

4.13 The Client must ensure that no unaccompanied children are present within working areas while the Services are being carried out. The Company is not responsible for the supervision, care, safety or welfare of any children or animals at the Premises.

4.14 Failure by the Client to comply with these obligations may result in delays, additional charges, reduced service time, rescheduling or cancellation of the Services without liability to the Company, except where liability cannot lawfully be excluded.

5. Service Limitations

5.1 The Company may refuse, suspend, discontinue or terminate the Services where it reasonably considers that:

1. the working environment presents a risk to health, safety or wellbeing;
2. the Premises are unsafe, hazardous, unsanitary or unsuitable;
3. the Client or any person present is abusive, threatening or obstructive;
4. access is not available;
5. the information provided at the time of Booking was materially inaccurate or incomplete; or
6. performance of the Services would be unlawful, unsafe or impracticable.

5.2 The Company does not guarantee the removal of permanent stains, marks, burns, mould, limescale, ingrained dirt, odours or damage where restoration is not reasonably possible using ordinary cleaning methods.

5.3 The Company is not responsible for pre-existing damage, wear and tear, deterioration, defective fixtures, defective appliances, poor installation, poor maintenance or inherently fragile materials.

6. Payment

6.1 Payment is due immediately upon completion of the Services unless otherwise agreed in writing.

6.2 Unless otherwise agreed in writing, the Client shall ensure that all outstanding sums are paid in full immediately upon completion of the Services and before the Company's personnel depart from the Premises.

6.3 The Company accepts payment by bank transfer, cash or any other payment method specified by the Company.

6.4 Any additional Services requested during the appointment may incur additional charges and will be added to the final invoice.

6.5 Failure to make payment on time may result in future bookings being declined and may result in the Company seeking recovery of the outstanding sums and any applicable recovery costs.

6.6 Where the Client is a Consumer and payment remains outstanding for more than 14 days following completion of the Services, the Company reserves the right to charge a reasonable late payment administration fee of £25 and interest on overdue amounts at a rate of 4% per annum above the Bank of England base rate, calculated daily from the due date until payment is made, where permitted by applicable law.

6.7 For commercial Clients, the Company reserves the right to exercise its statutory rights under the Late Payment of Commercial Debts (Interest) Act 1998, including the recovery of statutory interest, fixed compensation and reasonable debt recovery costs where applicable.

7. Inspection, Complaints and Issues with the Services

7.1 Unless the Company agrees otherwise in writing, the Client or an authorised representative must be present at the agreed completion time to inspect the Services, raise any apparent issues and sign the Company's completion paperwork.

7.2 Any apparent issues must be raised before the Company's personnel leave the Premises and recorded on the Company's completion paperwork. The Company must be given a reasonable opportunity to inspect and, where appropriate, rectify those issues.

7.3 If the Client or authorised representative is not present as required under clause 7.1, or is present but refuses or fails to sign the Company's completion paperwork, the Services shall be deemed completed once the agreed scope of the Services has been carried out. Nothing in this clause affects any rights which cannot lawfully be excluded or limited.

7.4 Subject to clause 8 in respect of the end of tenancy re-clean guarantee, if any complaint, issue, alleged defect, loss or damage arising from or relating to the Services was not apparent during the completion inspection under clause 7.1, the Client must notify the Company in writing as soon as reasonably practicable after becoming aware of it and, in any event, within 24 hours of completion of the Services.

7.5 Any notification under this clause 7 must include reasonable details of the issue and, where reasonably possible, supporting photographs or videos.

7.6 The Client must give the Company a reasonable opportunity to inspect the Premises, including by attending a site visit where reasonably required, and to investigate and, where appropriate, rectify the issue before the Client arranges any third-party services, replacement work, repairs or remedial work.

7.7 The Company shall be entitled to assess any issue, complaint, alleged defect, loss or damage notified by the Client and determine, acting reasonably, the appropriate response. This may include carrying out remedial work, offering a re-clean or other remedy, offering a partial or full refund, or declining to take remedial action where the Company reasonably determines that the issue was not caused by the Company, does not arise from the Services, or is otherwise outside the Company’s responsibility.

7.8 If the Client fails to notify the Company in accordance with this clause 7, or refuses or fails to provide reasonable access for inspection, site visit or rectification, this may affect or limit the Client’s ability to claim any remedy from the Company, and the Company may reject the complaint or claim where its ability to investigate, verify or rectify the issue has been materially prejudiced, subject always to any rights which cannot lawfully be excluded or limited.

7.9 The Client shall not arrange or instruct any third party to carry out cleaning, remedial work, repairs or replacements for which reimbursement is sought from the Company unless the Company has first been notified in accordance with this clause 7, given a reasonable opportunity to inspect and, where appropriate, rectify the issue, and has given its prior written consent to the proposed work and associated costs. Failing such consent, the Company shall have no liability for those costs.

7.10 A refusal or failure to sign the completion paperwork shall not, by itself, extend the time for raising any complaint, issue, alleged defect, loss or damage.

7.11 Nothing in this clause 7 limits any rights or remedies which the Client may have under applicable law and which cannot lawfully be excluded or limited.

8. End of Tenancy Re-clean Guarantee

8.1 The Company offers a 7-day re-clean guarantee only in respect of cleaning Services expressly booked and accepted by the Company as an end of tenancy cleaning service and carried out at unoccupied properties.

8.2 The guarantee applies only where the property remains fully unoccupied from completion of the original clean until completion of the re-clean.

8.3 The guarantee applies only to specific areas that were included within the agreed scope of the original end of tenancy cleaning Services and which the Client reasonably identifies as having been missed or not cleaned to a satisfactory standard. It does not entitle the Client to a full re-clean of the property or to additional services outside the original agreed scope.

8.4 Where a re-clean request is based on a landlord, letting agent, inventory clerk or check-out report, the Client must provide a copy of the relevant report to the Company as soon as reasonably possible and in any event within the 7-day guarantee period. The Company shall only be responsible for matters within the agreed scope of the original Services and accepted by the Company as valid under this guarantee.

8.5 The Client may request a re-clean under this guarantee at any time within 7 days of completion of the original end of tenancy cleaning Services. The request must be made in writing and must clearly identify the specific areas considered unsatisfactory or alleged to have been missed, with supporting photographs or videos where reasonably possible.

8.6 The 7-day period in this clause 8 is separate from the 24-hour notification period in clause 7. The 7-day period applies only to valid requests for a re-clean of end of tenancy cleaning Services under this clause 8.

8.7 The Company shall be entitled to assess the request and determine, acting reasonably, whether the guarantee applies and what remedial action is appropriate.

8.8 Where the Company accepts a valid request, the Company shall use reasonable efforts to offer the first available re-clean appointment that is reasonably suitable for both the Company and the Client. Appointment availability may depend on staff availability, access arrangements, parking, travel, scheduling commitments and the nature of the requested re-clean.

8.9 The Client must provide safe, timely and unobstructed access to the Premises for any agreed re-clean appointment. If access is not provided, is refused, is delayed, or is otherwise unavailable at the agreed appointment time, the guarantee shall become void.

8.10 The guarantee shall not apply where, after completion of the original Services, the Premises have been occupied, used, altered, disturbed, renovated, subject to further works, or affected by third parties, tenants, landlords, agents, contractors, removal companies, visitors, animals or any other person other than the Company’s employees, contractors or representatives.

8.11 The guarantee shall not apply to matters outside the agreed scope of Services, pre-existing damage, wear and tear, permanent stains, marks, burns, mould, limescale, ingrained dirt, odours, defective fixtures, poor maintenance, poor installation, or issues that cannot reasonably be resolved using ordinary cleaning methods.

8.12 Where the Company is unable, acting reasonably, to carry out a valid re-clean request, the Company may, at its discretion, offer an appropriate partial or full refund in satisfaction of its obligations under this guarantee. Any refund shall be without admission of liability and, where lawful, in full and final settlement of the specific issue to which it relates.

8.13 This guarantee is not transferable and may only be relied upon by the Client who booked the relevant end of tenancy cleaning Services.

8.14 The Company does not guarantee that any landlord, letting agent, inventory clerk or third party will approve, accept or be satisfied with the Services, as such decisions may depend on standards, requirements or expectations outside the Company’s control. The Company’s responsibility is limited to providing the Services with reasonable care and skill and in accordance with the agreed scope of Services.

8.15 Nothing in this clause 8 affects any statutory rights which may apply.

9. Liability, Loss and Damage

9.1 The Company shall exercise reasonable care and skill in providing the Services.

9.2 Nothing in these Terms and Conditions excludes or limits the Company’s liability for:

(a) death or personal injury caused by negligence;

(b) fraud or fraudulent misrepresentation;

(c) breach of any statutory rights that cannot lawfully be excluded or limited; or

(d) any other liability which cannot lawfully be excluded or limited.

9.3 Subject to clause 9.2, the Company shall not be liable for:

(a) pre-existing damage, wear and tear, deterioration or defects;

(b) loss or damage that is not foreseeable;

(c) damage resulting from faulty fixtures, fittings, appliances, poor maintenance, poor installation or fragile surfaces;

(d) the removal of permanent stains, marks, burns, mould, limescale or ingrained dirt where restoration is not reasonably possible;

(e) loss of or damage to valuables, cash, jewellery, artwork, antiques, important documents, fragile items or items of sentimental value not securely removed or protected by the Client, except where caused by the Company’s proven negligence;

(f) indirect, incidental, special or consequential loss;

(g) loss of profit, loss of business, business interruption, loss of goodwill or loss of opportunity;

(h) loss or damage arising from the Client’s failure to comply with these Terms and Conditions, including any failure to prepare the Premises, disclose relevant risks, provide safe access, secure animals, remove valuables or fragile items, or allow inspection or rectification;

(i) loss or damage caused or contributed to by third parties, occupiers, tenants, landlords, agents, contractors, movers, visitors, animals, children or any person other than the Company’s employees, contractors or representatives;

(j) loss or damage occurring after completion of the Services where the Premises have been occupied, used, accessed, altered or disturbed after the Company has left, except to the extent caused by the Company’s proven negligence; or

(k) any claim where the Client has failed to notify the Company within the time limits set out in clause 7, or has failed to give the Company a reasonable opportunity to inspect, investigate or rectify the alleged issue, except where the Client has rights which cannot lawfully be excluded or limited.

9.4 Subject to clause 9.2, the Company’s total liability for any claim relating to the quality, standard, delay, cancellation, non-performance or defective performance of the Services shall not exceed the total amount paid by the Client for the Services giving rise to the claim.

9.5 Subject to clause 9.2, where the Company accepts liability for direct physical damage to the Client’s property caused by the proven negligence of the Company, its employees, contractors or representatives, the Company’s liability shall be limited to the reasonable cost of repair or replacement of the damaged item, subject to fair wear and tear, depreciation, betterment, proof of ownership, proof of value and any applicable insurance terms, and shall not exceed £3,500 in aggregate for any one Booking.

9.6 Where the Client requests the Company to use any cleaning products, materials, equipment or instructions supplied by the Client, the Company shall not be liable for any damage, defect, inadequate result or adverse reaction arising from their use, except to the extent caused by the Company’s proven negligence. The Company may refuse to use any product, material, equipment or instruction which it reasonably considers unsafe, unsuitable or inappropriate.

10. Consumer Cancellation Rights

10.1 If the Client is a Consumer and the Booking is made online, by telephone, by email, or otherwise at a distance or away from the Company’s business premises, the Client may have a statutory right to cancel the contract within 14 days.

10.2 To exercise the right to cancel, the Client must inform the Company of the decision to cancel via a clear statement in writing via email or over the phone. The Client may also use the cancellation form in the Schedule to these terms and conditions. The Client must use the following contact details for cancellations

                Email: Hello@buzzmaids.co.uk

                Phone: 0118 334 7272

10.3 Where the Client is a Consumer and asks the Company to begin the Services during any applicable 14-day cancellation period, the client acknowledges that they will lose the right to cancel once the Services are completed.

10.4 If the Client cancels after the Services have begun at the Client's express request, or refuses the Company access to the Premises after the Company's personnel have attended to commence the Services, the Client must pay for the Services provided up to cancellation, together with the reasonable cost of any Materials purchased specifically for the Booking, any agreed site visits or surveys carried out for the Booking, and any reasonable travel costs incurred in attending the Premises, to the extent permitted by law.

10.5 The Company may provide further cancellation information at the time of Booking where applicable.

11. Cancellations and Rescheduling

11.1 This clause 11 applies to all Bookings except to the extent that it is inconsistent with any statutory cancellation rights available to a Consumer under clause 10.

11.2 The Client may cancel a Booking free of charge by giving at least 48 hours’ notice in writing or by phone before the scheduled appointment time.

11.3 The Client may reschedule a Booking free of charge, subject to the Company’s availability, provided the request is made in writing or by phone before the day of the scheduled appointment.

11.4 If the Client cancels a Booking less than 48 hours before the scheduled appointment time, the Company may charge a cancellation fee of £75, representing the Company’s reasonable administrative, staffing, scheduling and lost appointment costs.

11.5 If the Client requests to reschedule on the day of the scheduled appointment, or if the Company attends the Premises at the agreed appointment time and is unable to access the Premises, is delayed, or is unable to provide the Services because of the Client’s act, omission, absence, failure to provide accurate access instructions, unsafe conditions, or failure to comply with these Terms and Conditions, the Company may treat the Booking as a late cancellation and charge the applicable cancellation fee under clause 11.4 and any reasonable costs incurred.

11.6 The Company may also charge the Client for any parking, congestion, permit, travel or other reasonable costs incurred as a result of a late cancellation, same-day rescheduling or failed attendance, provided such costs were reasonably incurred and can be evidenced where reasonably requested.

11.7 The Company may waive or reduce any fee under this clause where it considers it reasonable to do so.

11.8 The Company may cancel or reschedule the Services before the scheduled start time where reasonably necessary due to events outside its control, including staff illness, unavailability of key personnel, shortages of materials, unsafe conditions or other operational reasons. In such circumstances, the Customer shall receive a full refund of any sums paid for Services not provided

11.9 The Company shall not be liable for any indirect, consequential or unforeseeable loss, cost, damage or expense arising from any cancellation, refusal, suspension or rescheduling of the Services in accordance with these Terms and Conditions, except where liability cannot lawfully be excluded or limited.

12. Force Majeure

12.1 The Company shall not be liable for any delay, cancellation, failure or inability to perform the Services where this is caused by circumstances beyond the Company’s reasonable control.

12.2 Such circumstances may include severe weather, flood, fire, accident, illness, transport disruption, power failure, labour disputes, government restrictions, acts of God, emergencies, equipment failure outside the Company’s reasonable control, or any other event beyond the Company’s reasonable control.

12.3 In such circumstances, the Company may suspend, reschedule or cancel the Services without liability. Where reasonably practicable, the Company shall use reasonable efforts to offer an alternative appointment date.

13. Photographs, Recordings and Privacy

13.1 The Company may take photographs or video recordings of the Premises before, during and after the provision of the Services for legitimate business purposes, including recording the condition of the Premises, quality control, service verification, complaint handling, dispute resolution, insurance purposes and internal record keeping.

13.2 The Client acknowledges that, because the Services may be provided inside private homes or other private premises, photographs or video recordings may incidentally capture personal information, household contents, private rooms, personal belongings, documents, addresses, images of individuals, or other information relating to the Client or third parties.

13.3 The Client should secure, remove or cover any valuables, confidential documents, personal items, sensitive information or other items which the Client does not wish to be incidentally captured in photographs or recordings, in accordance with clause 4. The Company shall take reasonable care when taking photographs or recordings but shall not be liable solely because such items are incidentally captured, except where liability cannot lawfully be excluded or limited.

13.4 The Company shall handle any photographs or recordings in accordance with applicable data protection laws and the Company’s Privacy Policy, as amended from time to time. The privacy notice explains how the Company collects, uses, stores, shares and deletes personal information, including photographs and recordings, and how individuals may exercise their data protection rights.

13.5 The Company shall not use photographs or recordings that identify the Client, any individual, the Premises, the property address, or personal belongings for public advertising, marketing, promotional or social media purposes without the Client’s prior consent.

13.6 The Client is responsible for informing any occupiers, tenants, household members, visitors or other relevant individuals at the Premises that photographs or recordings may be taken in accordance with this clause 13 and the Company’s privacy notice.

14. Confidentiality

14.1 The Company shall take reasonable steps to keep confidential any private or confidential information obtained during the provision of the Services.

14.2 This obligation does not apply where disclosure is required by law, regulation, court order, insurer, professional adviser, or for the purpose of enforcing these Terms and Conditions.

15. Changes to these Terms

15.1 The Company may update these Terms and Conditions from time to time.

15.2 The version applicable to a Booking shall be the version in force at the time the Booking is confirmed, unless otherwise agreed in writing.

16. Entire Agreement

16.1 These Terms and Conditions, together with the accepted quotation and any written booking confirmation, constitute the entire agreement between the parties in relation to the Services.

16.2 They supersede any previous agreements, warranties, representations, statements or understandings relating to the subject matter of the contract.

16.3 Nothing in these Terms excludes liability for fraud, fraudulent misrepresentation or any rights which cannot lawfully be excluded.

16.4 No employee, contractor or representative of the Company has authority to waive, vary or exclude any provision of these Terms and Conditions unless the variation is made in writing and approved by a director or other authorised officer of the Company.

17. Severance

17.1 If any part of these Terms and Conditions is found to be invalid, illegal or unenforceable, that part shall be treated as deleted to the minimum extent necessary, and the rest of the Terms and Conditions shall remain valid and enforceable.

18. Governing Law and Jurisdiction

18.1 These Terms and Conditions shall be governed by the laws of England and Wales, and the parties submit to the exclusive jurisdiction of the courts of England and Wales, subject to any mandatory consumer rights which may apply.

SCHEDULE 1: CONSUMER CANCELLATION FORM

To:

Buzz Maids Services Ltd

First Floor,

Unit 30 Business Village,

Wexham Road,

Slough,

SL2 5HF

Phone: 0118 334 7272

Email: Hello@buzzmaids.co.uk

We/I hereby give notice that I/we cancel I/my contract for the supply of the following service:

Ordered on:  …………………….

Name: ……………………………..

Address:…………………………..

Signature:………………………….