TERMS AND CONDITIONS OF SERVICE

Fresh Luxe Cleaning
Fresh Luxe Cleaning is a trading name of FRESH LUXE CLEANING LTD
Last Updated / Effective Date: 01/07/2026

Part 0 — Introduction, Definitions & Acceptance

0.1 The Parties

These Terms and Conditions ("Terms") govern the provision of residential cleaning services by FRESH LUXE CLEANING LTD, a company registered in England and Wales under company number 16670974, whose registered office is at 20 Wenlock Road, London, England, N1 7GU, trading as Fresh Luxe Cleaning ("we", "us", "our", the "Business"), to the individual or household placing a Booking with us ("you", "your", the "Customer").
We operate a residential cleaning service across Coventry, UK and its surrounding service area. We do not maintain a public trading address; all correspondence should be directed to us using the contact details in Clause 111 (Notices).

0.2 Definitions

In these Terms, the following words carry the following meanings:
  • "Booking" means a confirmed order for Services placed by you via our website, app, telephone, or other channel we make available, incorporating an Order Form.
  • "Business Day" means Monday, Tuesday, Wednesday, Thursday, or Saturday, excluding public and bank holidays in England. Friday and Sunday are not Business Days for the purposes of calculating any notice period under these Terms (see Clause 118).
  • "Cleaner" or "Team" means the individual(s) engaged by us (whether as employees or subcontractors) to attend the Property and carry out the Services.
  • "Deep Clean" and "Housekeeping Maintenance" mean the two standardised service types we offer, each delivered strictly in accordance with our published Scope of Work.
  • "Order Form" means the booking form or checkout process (online, by phone, or in-app) through which you select a Service, any Add-Ons from our fixed menu, and a date/time.
  • "Property" means the residential premises at which Services are to be performed.
  • "Services" means the Deep Clean and/or Housekeeping Maintenance services, together with any fixed Add-Ons, as described in our Scope of Work.
  • "Scope of Work" or "SOW" means our standardised, published description of the tasks within each Service, as incorporated by reference under Clause 63.
  • "Session" means a single scheduled visit to the Property.

0.3 Formation of Contract; Clickwrap Acceptance

These Terms are presented to you in full at the point of Booking. By ticking the checkbox confirming that you have read and agree to these Terms (however that checkbox is labelled within our Order Form) before completing your Booking, you are entering into a legally binding contract with us on the basis of these Terms alone. No signature, printed name, or further identifying information is required for these Terms to take effect: your affirmative click, on its own, constitutes acceptance.
If you do not tick that box, no Booking will be confirmed and no contract is formed.

0.4 Universal Application; No Individual Negotiation

These Terms apply identically and in full to every Customer and every Booking, regardless of the size, type, age, or condition of the Property, or the individual circumstances of the Customer, save only for the variables you select on the Order Form (Service type, Add-Ons, and scheduled date/time, which determine price). We do not negotiate, waive, or vary these Terms on a case-by-case basis, and no employee, Cleaner, or representative of ours has authority to do so on our behalf. Any statement made by a member of our team that appears to conflict with these Terms has no contractual effect (see also Clause 9, No Client Field Agreements Policy).

0.5 Order of Precedence

If there is any conflict between these Terms, our published Scope of Work, our current Price List, and your Order Form, the following order of precedence applies (highest first): (1) any mandatory consumer protection law that cannot lawfully be excluded, (2) these Terms, (3) the Scope of Work, (4) the Price List, (5) your Order Form.

0.6 Your Statutory Rights

Nothing in these Terms affects your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other consumer protection legislation of England and Wales. Where any clause below would otherwise conflict with a right that cannot lawfully be excluded or limited, that clause is read as limited to the maximum extent the law allows, and no further.

Section 1 — Core Clauses

The operational agreements, risk allocations, rights and general rulings specific to the services we provide and our relationship with you.
1. Client's Duty to Try & Mitigate Damage If you believe you have suffered loss or damage arising from our Services, you must take reasonable steps to mitigate that loss (for example, reporting it promptly under Clause 11 and allowing us the opportunity to remedy it under Clause 12) before pursuing any other remedy. Failure to take reasonable mitigating steps may reduce any compensation you would otherwise be entitled to.
2. Property Performance Exemptions We are not liable for outcomes arising from: pre-existing damage or staining; ordinary wear and tear; deteriorating, neglected, or previously uncleaned conditions that a standard clean cannot fully reverse; chemical reactions between our standard cleaning products and surfaces, finishes, or prior treatments not disclosed to us in advance; mechanical failure of any appliance, fixture, or fitting that occurs during or shortly after cleaning but was not caused by our negligence; or the internal structural collapse of any object, ornament, or piece of furniture that was already fragile, damaged, or improperly assembled prior to our attendance.
3. Continuous Supply of Utilities You must ensure the Property has a working supply of water and electricity throughout the Session. If utilities are unavailable and this prevents us from completing the Scope of Work, we will complete what is safely possible, and the balance will be treated as a Property Performance Exemption; the Minimum Booking Fee and any non-refundable proportion of the price remains payable (see Clause 33).
4. Pet Containment All pets must be safely contained (in a separate room, crate, garden, or similar) for the duration of the Session. We reserve the right to pause or decline to proceed with work in any area where an uncontained pet presents a hygiene, safety, or hazard risk to our Team, without reduction in price.
5. Foreground IP vs. Background IP Each party retains ownership of its own pre-existing intellectual property ("Background IP"), including our cleaning methodologies, checklists, branding, and standard documentation. Any new material created by us in the course of delivering the Services — including before/after photographs, digital checklists, and audit records ("Foreground IP") — is owned by us, subject always to your rights under Clause 20 (Consent for Photos and Videos).
6. 14-Day Cooling-Off Period If you are a consumer entering into this contract at a distance (for example, online or by phone) or off-premises, you have a statutory right to cancel within 14 days of the contract being formed, without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. To cancel, contact us using the details in Clause 111. If Services have not yet begun, you will receive a full refund.
7. Waiver to Start Services Prior to 14-Day Cooling-Off Period Because cleaning slots are perishable, we may only begin Services within the 14-day cooling-off period if you expressly request this at the point of Booking (via a separate acknowledgement, distinct from your general acceptance of these Terms). By making that express request, you acknowledge that: (a) if you cancel after Services have begun but before completion, you must pay an amount proportionate to what has already been supplied; and (b) if the Services are fully performed within the 14-day period following your express request, you lose your right to cancel once performance is complete.
8. Accuracy of Property Description Warranty You confirm that all information provided about the Property (including size, number of rooms, general condition, and any hazards) is true and accurate to the best of your knowledge at the time of Booking. Our price is calculated on the basis of that information. Material inaccuracies are dealt with under Clauses 41–46 (Heavy Job Upcharge and related provisions).
9. No Client Field Agreements Policy Only agreements made through our official booking channels and confirmed in writing (email, app, or SMS) form part of your contract. Verbal requests, additional tasks, or changes agreed on-site directly with a Cleaner — however well-intentioned — are not binding on us and will not be treated as part of the Scope of Work, regardless of whether the Cleaner appeared to agree to them. Any such request should be raised with our office so it can be handled under Clauses 39–40 (Changes to Jobs).
10. Limitation of Liability, Negligence & Damages Subject to Clause 0.6 (Your Statutory Rights) and Clause 26, nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for any other liability which cannot lawfully be excluded or limited. Subject to that, our total liability for any single incident of loss or damage arising from our negligence is capped at £2,500, save that: (a) items registered under our Valuables Registry (Clause 32) are covered up to the limits stated there; and (b) loss or damage caused by proven gross negligence or theft is covered up to £25,000 per incident, in each case in line with our public liability insurance referenced in Clause 24. We accept no liability for loose cash, jewellery not secured or disclosed to us, valuables, prescription medication, firearms, or important original paperwork/documents left accessible during a Session — see Clause 25 (Mandatory Secure Storage of Valuables).
11. 48-Hour Window Reporting After Job (Zero Charge) Any issue relating to alleged damage or a breakage caused during a Session must be reported to us within 48 hours of the Session ending. Reports made within this window are investigated and, where appropriate, remedied at no charge to you under Clause 12. We reserve the right to decline claims for damage first reported after this window has expired, where the delay has made it unreasonably difficult for us to fairly investigate the claim.
12. Re-Clean Quality Resolution Window Where you notify us of a quality issue with the standard of clean delivered against the Scope of Work, we will resolve it (typically by way of a re-clean) within 24–48 hours of your request being received, subject to reasonable access to the Property.
13. Re-Clean First Policy Our primary remedy for a quality shortfall is to return and re-clean the affected area(s), rather than to offer a refund, consistent with your statutory right to require repeat performance under the Consumer Rights Act 2015. You must request a re-clean within 24 hours of the Session ending (see Clause 12). If we offer a re-clean appointment and you do not make the Property accessible within 48 hours of that offer, you forfeit any further right to a re-clean, refund, or price reduction in respect of that issue.
14. Forfeiting by Customer of Financial Repayments (Forfeit of Refunds) Where these Terms make a refund, discount, or partial repayment conditional on you taking a particular step within a stated window (for example, allowing re-entry under Clause 13, or reporting damage under Clause 11), failure to take that step within the window results in the automatic forfeiture of that specific remedy. This does not affect any statutory right that cannot lawfully be excluded.
15. Right to Withdraw from Unsafe Working Conditions We may withdraw our Team from the Property, in whole or in part, at any time if a Cleaner reasonably believes conditions are unsafe (including but not limited to aggressive pets, hazardous materials, structural hazards, or threatening behaviour by any person on-site). Where we withdraw for this reason, you remain liable for the Minimum Booking Fee and any work already completed, and the incident will be treated as a customer-side cancellation for the purposes of Clause 52 (Fair Cancellation Tiers) where relevant.
16. Young Children Liability We are not liable for the supervision, safety, or welfare of children at the Property during a Session. Responsibility for supervising children on-site remains with the parent or carer at all times, and children should be kept away from cleaning equipment, chemicals, and work areas.
17. Pre-Service Prep Requirements by the Customer Our Services clean; they do not first declutter or tidy. Please ensure surfaces, floors, and areas within scope are reasonably clear of personal items, clutter, laundry, and rubbish before the Session, so our Team can access and clean the areas covered by the Scope of Work. Where clutter materially obstructs cleaning, the affected area(s) may be skipped or treated as a Heavy Condition variance under Clauses 41–43.
18. Lost Customer Key Situation If you provide us with a key or access device and it is lost while in our custody, we will notify you immediately and cooperate reasonably with any necessary lock or key replacement. Our liability for the cost of replacement is subject to the general caps in Clause 10.
19. Property Environment Limits for Workers Our Team will not operate your household appliances, televisions, other electronics, or thermostats unless you have specifically authorised this in writing as part of the Scope of Work or an Add-On.
20. Consent for Photos and Videos of Property As part of our Mandatory Digital Sign-Off process (Clause 59), our Team takes before/after photographs of the Property for quality assurance and dispute-resolution purposes. You consent to us retaining these images. We may also use fully anonymised images (with no identifying features, address, or personal items visible) for marketing purposes, or as otherwise reasonably necessary to protect our legitimate business interests, including in response to a dispute or chargeback (Clause 117).
21. Review Defamation Baiting You are free to leave an honest review of our Services, whether positive or negative. However, you may not threaten to post a negative or false review as a means of pressuring us into a refund, discount, or concession you would not otherwise be entitled to under these Terms. We reserve the right to treat such conduct as a breach of these Terms and to decline the demand made under that threat, without affecting your genuine right to review us honestly.
22. Custody of Left Items on Property Personal items found and left behind after a Session (for example, following a moving-out clean) will be held by us for up to 14 days. If uncollected after that period, we may dispose of or donate the item(s) at our discretion. We are not liable for items left at the Property after our Team has departed.
23. Gross Negligence/Theft Cap Limits & Liability Clause Where loss or damage is proven to result from gross negligence or theft on the part of a Cleaner, our liability is capped at £25,000 per incident, reflecting the scope of our public liability insurance cover referenced in Clause 24. This cap does not apply to, and does not limit, any liability that cannot lawfully be excluded (see Clause 0.6).
24. Insurance, Liability & Coverage We hold public liability insurance providing cover of up to £1,000,000. Full policy details are available on request. Our contractual liability caps in Clauses 10, 23, and 32 are set with reference to that cover and to the nature of a typical residential cleaning engagement.
25. Mandatory Secure Storage of Valuables You must secure all cash, jewellery, valuables, prescription medication, firearms, and important original documents out of reach and out of sight before a Session, or register high-value items in advance under our Valuables Registry (Clause 32). We accept no liability for loss of, or damage to, any item that was not secured or registered in accordance with this Clause.
26. Exclusion of Consequential, Indirect, Speed & Profit Losses We are not liable for any indirect or consequential loss, including loss of income, loss of business opportunity, loss of enjoyment, or any loss arising from delay, save where such loss cannot lawfully be excluded. This exclusion does not apply to liability for death or personal injury caused by our negligence, or for fraud.
27. Pop-Up/Click-Clack Sink Handling Pop-up and click-clack sink waste plugs are frequently loose-fitted or pre-worn and can dislodge or leak during routine cleaning through no fault of our Team. We exclude liability for disconnection, leaks, or water damage arising from the cleaning of such fittings, unless it is shown that a Cleaner acted with a clear lack of reasonable care.
28. Surveillance Allowance & Audio Recording Consent/Notification If you operate CCTV, doorbell cameras, or any other recording device (including audio-capable devices) at the Property, you must notify us before the Session begins and ensure such recording complies with applicable data protection and privacy law, including the UK GDPR. Recording of our Team without prior notification may be treated as a breach of these Terms.
29. Delicate Surface Mitigation Handling Where a Property contains delicate, antique, or unusually finished surfaces requiring a specific, non-standard treatment, you are responsible for sourcing and providing the manufacturer's recommended cleaning product or method in advance. In the absence of such guidance, we will use our standard commercially available products and are not liable for any adverse reaction on an undisclosed delicate surface.
30. Surcharge Protection Cap (CRA 2015) Any surcharge for work beyond the standard Scope of Work will always be disclosed to you in advance and agreed before it is carried out, in line with the fair-pricing requirements of the Consumer Rights Act 2015 and the prohibition on undisclosed, "drip-priced" mandatory charges. We do not add mandatory charges after a Booking is confirmed without your prior agreement, save as expressly set out in Clauses 41–46.
31. Balanced Liability Limits, Gross Negligence & Exceptions — Limits & Caps The liability caps in this Section operate together as a single, consistent scheme: ordinary negligence is capped under Clause 10; gross negligence and theft are capped (at a materially higher level) under Clause 23; registered valuables are covered under Clause 32; and none of these caps limits liability for death, personal injury caused by our negligence, fraud, or any other liability that cannot lawfully be limited under English law.
32. Valuables Registry Limits You may register any single item worth more than £250 with us in advance of a Session via our booking system. Registered items are covered, in the event of proven loss or damage caused by us, up to £10,000 per item and £25,000 in aggregate per Session, subject to the overall scope of our insurance cover under Clause 24. Unregistered high-value items are covered only under the general cap in Clause 10.
33. Utility Outage of Property Procedures If utilities fail or are unavailable during a Session (see Clause 3) for reasons outside our control, we will complete as much of the Scope of Work as is safely possible and note the affected areas on your digital sign-off. The Minimum Booking Fee remains payable, and no reduction applies for portions of work that could not proceed due to the outage.
34. Guarantee/Warranty Clause (Externally Referenced) Any reference to a satisfaction guarantee in our marketing materials or website is subject to, and should be read together with, these Terms — in particular the Re-Clean First Policy (Clause 13) and Guarantee/Warranty Terms (Clause 35). No warranty beyond what is expressly stated in these Terms is implied by such references.
35. Guarantee/Warranty Terms We guarantee to remedy, at no additional charge, any area of the Property that has not been cleaned in accordance with the Scope of Work, provided you report the issue within the window set out in Clause 12 and grant us reasonable access to put it right.
36. Relationship of Parties Nothing in these Terms creates a partnership, joint venture, agency, or employment relationship between you and us, or between you and any individual Cleaner. Cleaners are engaged by us (as employees or subcontractors of the Business) and remain under our direction and control at all times; they are never your employee or agent, regardless of any instruction you give them directly on-site (see also Clause 9).

Section 2 — Operational Specification 

The statement of work itself — how jobs are scoped, changed, priced and delivered.
37. Statement of Work (SOW) Every Booking is delivered against our standardised, published Scope of Work for the relevant Service (Deep Clean or Housekeeping Maintenance), incorporated into these Terms by reference under Clause 63. We do not offer bespoke or custom cleaning outside this fixed scope; any Add-Ons selected are themselves fixed, standardised components of the SOW, not individually negotiated tasks.
38. Order Form Your Order Form (completed online, by phone, or in-app) records your selected Service, any Add-Ons, your Property details, and your chosen date/time. It becomes binding once we confirm your Booking, and forms part of the contract alongside these Terms.
39. Changes to Jobs Where a change to a confirmed Booking is needed (whether requested by you or identified by us), it will be handled by one of the following routes: (1) rebooking the Session to a new date/time; (2) cancellation of the Booking (subject to Clauses 52–54); (3) a surcharge for additional work (subject to Clause 30); or (4) an agreed reduction in scope to fit the original price and time allowance, subject to the caps in Clause 56.
40. Changes to Job Orders Requests to change a Job Order before the Session begins must be confirmed through our official channels (Clause 9) and will be reflected in an updated Order Form and, where applicable, a revised invoice. Changes identified once work has started are handled under the Heavy Job Upcharge Protocol (Clause 42) and related Clauses 43–49.
41. Disclaimer: Heavy Job Upcharges & Time Caps Our pricing assumes a Property in standard condition, as defined internally by reference to our Scope of Work. If a Property is found to be in materially worse condition, upcharges may apply, capped in accordance with Clause 43. Every Session also carries a maximum time allowance; where a job cannot reasonably be completed within that allowance (including because of a schedule impact on other confirmed customers), the remaining work may need to be completed across more than one Session under Clause 45.
42. Heavy Job Upcharge Protocol If, on arrival, a Property is found to be in significantly worse condition than assumed, our Team will take photographs and send them to management before any cleaning begins. Time and effort required is recalculated, and you will be called (not messaged) to agree a change-order invoice. If you decline the proposed change, you may choose to: keep the original price with the scope reduced to fit the originally allotted time (Clauses 47–49); cancel, subject to the late-cancellation fee in Clause 46; or rebook, subject to Clause 44.
43. Upcharge Standard Where the additional cost of a Heavy Condition property exceeds approximately 20% of the standard flat rate for that Booking, the job converts either to an hourly rate or is re-quoted under our "Heavy Condition/Restoration" pricing tier, and work does not proceed on that revised basis until you have agreed it.
44. The Rebooking Standard Where an agreed upcharge requires more time than remains available in the current schedule, we will offer the next available slot to complete the additional work, prioritising the earliest slot that does not disrupt another customer's confirmed Booking.
45. Phase 1 / Phase 2 Clean Protocol Where you approve an upcharge but there isn't enough time remaining in the Session to complete it, we will finish the originally scoped work on the day ("Phase 1") and you will be required to rebook the remaining heavy-condition work within 48–72 hours ("Phase 2"). Both Sessions are billed separately according to the work each covers.
46. Late-Cancellation Fee for Misrepresented Homes If, due to a genuine discrepancy between the Property's actual condition and the description provided at Booking, you choose to reschedule the entire Session rather than proceed under Clauses 42–45, this is treated as a late cancellation and billed at 50% of the job value, reflecting our actual scheduling loss.
47. Dealing with Capped Scope — "Room-by-Room Sacrifice" Agreement Where scope must be reduced to fit the original time allowance, the specific rooms or tasks to be excluded are agreed explicitly with you by phone before work resumes, to avoid any misunderstanding about what will and will not be completed.
48. Client Priorities Top-Down Hierarchy Where scope must be cut, priority is given in the following order, agreed live with you (or a manager) by phone: (1) wet areas (kitchens, bathrooms) are always kept in scope; (2) high-traffic living areas — you choose one area to prioritise; (3) dry, low-traffic areas are the first to be sacrificed.
49. Scope-Cutting Operational Workflow Once a scope reduction is verbally agreed by phone, it is immediately logged in our job management system and confirmed to you by a follow-up text or email summarising exactly what has been excluded from that Session.
50. The "Ghost Client" Protocol / 30-Minute Wait Protocol If our Team cannot gain access to the Property or make contact with you at the scheduled start time: at 0 minutes, a manager will call and text you; at 15 minutes, a second call and a final warning text is sent; at 30 minutes with no response or access, the Team is withdrawn and the lockout fee in Clause 51 is charged. Records of these attempts are retained and treated as conclusive evidence of the sequence of events in the event of a later dispute.
51. Ghost Client Charges & Cap Limits A fixed lockout fee of £50 applies where the 30-Minute Wait Protocol results in withdrawal of the Team. This is in addition to, and does not replace, any cancellation fee otherwise due under Clause 52 if the Booking is not rescheduled.
52. Fair Cancellation Tiers Cancellation fees reflect our genuine financial loss from a Booking withdrawn at short notice (principally, wages already committed and the lost opportunity to fill the slot), and are charged as a fee for loss rather than as a penalty:
  • 48 hours' notice or more before the scheduled Session: no charge.
  • Between 24 and 48 hours' notice: 50% of the Booking value.
  • Less than 24 hours' notice, or no notice given: 100% of the Booking value.
53. Booking Cancellation Notice Window The notice window referred to throughout these Terms (including Clause 52) is 48 hours before the scheduled start time of your Session.
54. Late Notices (Charges & Cap Limits) Charges for late notice are calculated strictly in accordance with the tiers in Clause 52 and are capped at 100% of the Booking value; we will never charge more than the price of the Booking itself as a cancellation fee.
55. SOW Changes & Price Disputes Any dispute about scope or price is first raised by phone with our office, with the agreed outcome confirmed by email and signed off by both parties before work proceeds or continues.
56. Schedule Interruption Cap Additions to the Scope of Work on the day of a Session cannot exceed the time available before it would cause lateness or disruption to another customer's confirmed Booking; where this cap would be exceeded, the addition is instead handled under Clause 44 (Rebooking Standard).
57. Time Arrival Windows/Fluctuation Policy We will arrive within 30 minutes either side of your scheduled start time. This allows for reasonable traffic, access, and scheduling variance between Sessions.
58. Outcome-Based Policy Our Services are priced and delivered on a fixed, outcome-based basis, not an hourly basis: you are paying for completion of the standardised Scope of Work, not for a set number of hours of labour. Where our Team completes the Scope of Work in less time than allotted, the full fixed price remains payable; where more time is needed for reasons within our control, we will complete the agreed scope at no extra charge.
59. Mandatory Digital Sign-Off Every Session concludes with a digital checklist, completed by our Team, evidencing each area of the Scope of Work with photographic evidence of completion.
60. Cleaning Checklist/Audit Framework Our published Scope of Work forms the checklist against which every Session is delivered and audited, and is incorporated into these Terms under Clause 63.
61. On-Site Property Auditing/Viewing Procedures Where necessary (particularly for Deep Cleans or where a Property's condition is uncertain), we may request photographs or a brief video call ahead of the Session to assess condition and flag any likely Heavy Condition variance in advance.
62. On-Site Injuries & Handling If a Cleaner, Customer, or third party is injured at the Property during a Session, our Team will provide immediate first aid where appropriate, log an incident report, and cooperate fully with our insurer. This Clause does not limit any liability that cannot lawfully be excluded under Clause 0.6.
63. Schedules/Annexes/Appendices Our current Scope of Work, Price List, and any service-specific schedules are published and made available to you at the point of Booking, and are incorporated into, and form part of, these Terms.

Section 3 — Policies

Our own house rules — what we consider important for how customers and staff engage with us, and what we expect them to know.
64. Quote Validity Any quote provided to you is valid for 30 days from the date it is issued. After that period, a new quote may be required to reflect any changes in pricing or availability.
65. Payment Terms/Plan No deposit is taken at the point of Booking; instead, you must provide valid payment card details, which are securely logged with your consent as a Continuous Payment Authority (CPA). The final balance is automatically charged upon completion of your Session, in compliance with the Payment Services Regulations 2017 and applicable Strong Customer Authentication (SCA) requirements. You may withdraw your Continuous Payment Authority directly with your card issuer at any time; doing so does not cancel your Booking or waive sums that remain contractually due, which may then be collected by another lawful means.
66. Processing Fees Absorption by Our Prices Any card or payment processing fee we incur is absorbed into our advertised prices. You will never be charged a separate surcharge for paying by card.
67. Our Minimum Booking Fee Every Booking is subject to a minimum charge of £60, regardless of Property size or any scope reduction agreed under Clauses 47–49.
68. Card on File — Failure Management If the automatic charge on completion of your Session fails, we will notify you and attempt to process payment again over the following 72 hours. Continued failure is handled under Clause 69.
69. Card on File — Late Payments Where payment remains outstanding after the process in Clause 68, we will issue a formal notice of the overdue amount. Interest may accrue on the overdue sum at 8% per year (in line with the rate applied to County Court judgment debts) from the date payment was due until paid in full, together with any reasonable, evidenced administrative costs of recovery. Persistently overdue accounts may be referred to a debt recovery process or the small claims track.
70. Pay Before Booking No Booking is confirmed until a valid payment card has been provided and authorised in accordance with Clause 65. This is our "no card, no booking" policy.
71. Rubbish Liner/Bag Replacement We do not supply replacement bin liners or rubbish bags as standard. Please ensure adequate liners are available; where none are available, the relevant task may be skipped for that Session without any adjustment to price.
72. Key Tag Anonymisation Any key or access device held by us on your behalf is tagged with an anonymised reference code only — never your name or address — and is matched to your Booking solely through our internal, secure booking system.
73. Data Compliance We process your personal data in accordance with the UK GDPR and the Data Protection Act 2018. Full details of what we collect, why, and for how long are set out in our separate Privacy Policy, which is incorporated into these Terms by reference and available on request.
74. Legal Bases for Processing We process your personal data on the following legal bases, as applicable: performance of this contract (to deliver the Services and take payment); our legitimate interests (for example, service quality, security, and fraud prevention); compliance with a legal obligation; and, for optional marketing communications, your consent, which you may withdraw at any time.
75. Service Records We retain Booking, service, and payment records for the duration of our relationship with you and for a further period afterwards as required for accounting, tax, and legal purposes, in line with statutory limitation periods, after which records are securely deleted or anonymised.
76. Automation Emails & SMS By booking with us, you consent to receive essential, transactional automated communications relating to your Booking (confirmations, reminders, and status updates) by email and SMS. These are separate from, and do not depend on, any optional marketing consent given under Clause 74.
77. Booking & Scheduling Confirmation You will automatically receive: a confirmation by SMS and email at the time of Booking; a reminder three days before your Session; and an "on the way" text when our Team departs for your Property.
78. Third-Party Integrations We use trusted third-party providers (including payment processors, scheduling software, and SMS/email gateways) to deliver parts of our service. These providers act as our data processors and are contractually bound to appropriate data protection obligations.
79. Dealing with Allergens Please tell us in advance about any allergies or sensitivities (to cleaning products, pet dander, fragrances, or otherwise) affecting anyone at the Property. We use standard, commercially available cleaning products and cannot guarantee an allergen-free result. If you wish us to use products you supply, this can be arranged at Booking, at your own risk as to their suitability and effectiveness.
80. Promotions, Discounts, Checkout Vouchers Promotional codes and vouchers are valid only within any stated expiry date, for the specific service(s) stated, and may not be combined with other offers unless expressly stated. We reserve the right to validate eligibility, refuse or revoke a code found to be used fraudulently or in breach of its terms, and to withdraw a promotion at any time for future Bookings.
81. Subscription Terms and Plans We offer the following recurring plans, each applying a discount to our standard one-off price: One-Off booking (no discount); Monthly recurring plan (4% discount); Weekly recurring plan (8% discount). Subscription Sessions continue to be booked and charged automatically in line with your selected frequency until cancelled in accordance with Clause 82. (The UK's subscription contract regime under the Digital Markets, Competition and Consumers Act 2024 is expected to introduce further mandatory pre-contract disclosures, renewal reminders, and cancellation requirements; as of the date of this document, the government has indicated this regime is unlikely to commence before spring 2027. We will update this Clause as required once it takes effect.)
82. Subscription Cancellation Notice/Window You may cancel or reschedule any single Session within a subscription plan with 48 hours' notice, in line with Clause 53, without losing your plan discount. To cancel the underlying recurring plan itself (reverting to one-off pricing or ending the arrangement entirely), you must give us 14 days' notice.
83. Price Adjustment Notices We may adjust our prices from time to time. Where a price change affects a confirmed recurring plan, we will give you at least 30 days' notice before it takes effect. You may cancel your plan under Clause 82 at any point before the new price takes effect without any cancellation charge applying to that cancellation.
84. Immediate Reporting Policy Our Team must report any broken item or pre-existing damage discovered on-site to management immediately, together with a photograph, before leaving the Property.
85. Illegal Wage Deductions Policy In accordance with Part II of the Employment Rights Act 1996, we do not make unlawful deductions from a Cleaner's pay. Damage claims will not result in a deduction from wages, nor affect a Cleaner's job stability, unless gross negligence or theft is clearly evidenced.
86. Honesty Amnesty Rule/Policy No disciplinary action is taken against a Cleaner for a first or second accidental breakage, provided it is reported immediately with a photograph under Clause 84. Concealing a breakage, by contrast, may result in disciplinary action.
87. Progressive Discipline/Anti-Reactionary Policy Our disciplinary approach is proportionate and progressive, save for conduct warranting immediate dismissal, which includes (without limitation): theft, physical violence, attending work under the influence of alcohol or drugs, and wilful endangerment of a client or colleague.
88. Respectful Workplace and Anti-Harassment Policy We maintain a workplace free from harassment and abuse of power, in line with the Equality Act 2010, with a clear internal distinction between constructive feedback and unacceptable criticism, and a confidential, anonymous pathway for staff to raise concerns.
89. Right to Rest Policy No Cleaner is scheduled to work more than 12 hours in a single day, to protect against burnout and reduce the risk of avoidable errors.
90. "No-Fault" Sick Day Policy A single sick day may be taken without guilt-tripping, excessive demands for medical evidence, or retaliation of any kind.
91. Business Hours, Availability & Digital Wall Policy Our customer-facing office is available by phone, message, or email between 10:00 and 16:00, every day except Friday and Sunday, which are non-working days for our administrative team. All communication should go through our central business line and email address (Clause 111); personal mobile numbers of directors or managers are not issued to customers.
92. After-Hours Triaging Messages received outside the hours in Clause 91 receive an automated response confirming when we are next available.
93. Solicitation of Safe Space & Micromanagement Ban Our staff are entitled to a working environment free from feeling judged, pressured, or mistreated by unnecessary micromanagement, whether from management or customers.
94. De-Escalation "The Line" Policy Our staff are trained to de-escalate difficult interactions, but abusive, threatening, or verbally aggressive behaviour towards any member of our Team will not be tolerated. We reserve the right to end a Session immediately and/or terminate your Booking under Clause 102 where this line is crossed, without refund of amounts already earned for work completed.
95. Smoke/Vape-Free Policy The Property must be smoke- and vape-free for the duration of the Session. Where this is not possible, we may decline to proceed or may adjust the Scope of Work to protect our Team's health and safety.
96. Working at Heights Restriction In line with the Work at Height Regulations 2005, our Team will not use ladders or other equipment to clean surfaces beyond a safe, low-level reach (for example, using a small step stool). Cleaning of high windows, tall light fittings, or similar elevated features is excluded from our standard Scope of Work.
97. Right for Workers to Observe Religious Practices Our staff are entitled to reasonable time during a Session to observe religious practices, including prayer, and this will not be treated as a break in service for the purposes of any time-based provision in these Terms.
98. No Client Field Agreements Policy (Cross-Reference) This policy also operates as an internal house rule: our staff are instructed not to accept, and are not authorised to agree to, any on-site request or instruction from a Customer that varies these Terms or the Scope of Work. See Clause 9 for the full policy.

Section 4 — General Legal Provisions

Standard provisions that make this contract legally robust under the law of England and Wales.
99. Dispute Resolution Procedures If a dispute arises, please first raise it with our office (Clause 111) so we can attempt to resolve it directly. If it remains unresolved, either party may propose alternative dispute resolution (ADR) under Clause 104. Nothing in this Clause prevents either party from bringing proceedings before the courts of England and Wales at any time.
100. Severability Clause If any provision of these Terms is found by a court or regulator to be invalid, illegal, or unenforceable, that provision will be treated as removed or modified to the minimum extent necessary, and the remainder of these Terms will continue in full force and effect.
101. Force Majeure Neither party is liable for any failure or delay in performance caused by circumstances beyond its reasonable control, including extreme weather, fire, flood, pandemic, industrial action, or failure of public utilities. Where such an event prevents us from delivering a Session, we will notify you as soon as reasonably possible and offer to reschedule at no additional charge.
102. Termination/Suspension Rights of Work by the Business We may suspend or terminate a Booking or an ongoing subscription plan, with immediate effect, where: payment cannot be taken and remains outstanding; the Property presents an unsafe working environment (Clause 15); or you or another person at the Property behaves abusively towards our Team (Clause 94). Where we terminate for one of these reasons, sums already due for work completed remain payable.
103. Jurisdiction/Governing Law Clause These Terms, and any dispute arising out of or in connection with them, are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction, save that if you are a consumer habitually resident elsewhere in the UK, mandatory protections of that jurisdiction are not excluded by this Clause.
104. Mutual Independent Voluntary ADR Either party may propose to resolve a dispute through an independent alternative dispute resolution provider. Participation in ADR is voluntary for both parties unless we are legally required to offer it, and engaging in ADR does not prevent either party from later pursuing court proceedings if a resolution is not reached.
105. Survival Clauses which by their nature are intended to continue after a Booking, subscription plan, or these Terms come to an end — including those relating to liability, data protection, intellectual property, confidentiality, and dispute resolution — survive termination or expiry.
106. Insolvency Trigger If we cease trading or become subject to insolvency proceedings, any Bookings paid for but not yet delivered will be refunded in full where possible, and any recurring subscription plan will automatically end. If you become subject to insolvency proceedings, any sums you owe us become immediately due and payable.
107. Amendments/Variations Clause We may update these Terms from time to time. Updated Terms apply to new Bookings made after the date of publication; a Booking already confirmed is governed by the version of these Terms in force at the time it was confirmed, unless a change is required by law.
108. Electronic Acceptance Equivalence These Terms may be accepted electronically, as described in Clause 0.3, and your electronic acceptance is treated as equivalent to a signed original for all purposes between us.
109. Merger Clause These Terms, together with the Scope of Work, Price List, and your Order Form, constitute the entire agreement between you and us in relation to the Services, and supersede any prior discussion, quotation, or representation not reflected in them.
110. Cumulative Remedies Except where expressly stated otherwise, the rights and remedies provided under these Terms are cumulative and not exclusive of any rights or remedies provided by law.
111. Notices Formal notices under these Terms should be sent to us by email at contact@freshluxecleaning.co.uk or by post to our registered office at 20 Wenlock Road, London, England, N1 7GU. We will send notices to the email address or phone number you provided at Booking. A notice is treated as received the next Business Day after it is sent.
112. Ability to Update & Enforce Terms We reserve the right to enforce these Terms as written, and to update them in accordance with Clause 107. Continued use of our Services following a published update constitutes acceptance of the updated Terms for future Bookings.
113. Unforeseen Scenarios/Grey Area Terms & Handling Where a situation arises that is not expressly addressed by these Terms, we will make a reasonable, good-faith decision consistent with the spirit and intent of these Terms, and will communicate that decision to you clearly.
114. Assignment & Subcontracting We may assign, novate, or subcontract our rights and obligations under these Terms to a competent third party, provided this does not materially reduce the standard of service you receive. You may not assign your rights or obligations under these Terms without our prior written consent.
115. Third-Party Rights Except where expressly stated, a person who is not a party to these Terms has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of these Terms.
116. Electronic Communications & Live Record Clause Automated texts and emails, in-app checklists, and timestamped photographs generated in connection with your Booking are legally binding components of the Scope of Work and the contractual record between us. In the event of a dispute, both parties agree that these records may be relied upon as accurate evidence of what was agreed and delivered.
117. Chargeback Defense File If a payment is disputed or charged back, we will compile the relevant evidence, including the signed digital Scope of Work sign-off, the automated booking and communication trail, and timestamped before/after photographs, and may submit this evidence to the relevant payment provider or bank in response to the dispute.

Section 5 — Other

118. Our Business Days/Hours of Work For the purposes of calculating any notice period in these Terms, a "Business Day" is Monday, Tuesday, Wednesday, Thursday, or Saturday (excluding English public and bank holidays); Friday and Sunday are not counted. This is separate from the hours during which a Session itself may be scheduled, which run from 10:00 to 19:00, any day of the week.

Acceptance

By ticking the box provided at Booking confirming you have read and agree to these Terms, you accept these Terms and Conditions in full, and a binding contract is formed between you and FRESH LUXE CLEANING LTD (trading as Fresh Luxe Cleaning) on that basis.
FRESH LUXE CLEANING LTD 
Company Number: 16670974 
Registered Office: 20 Wenlock Road, London, England, N1 7GU 
Trading as: Fresh Luxe Cleaning 
Service Area: Coventry, UK 
Email: contact@freshluxecleaning.co.uk
Telephone: 02475905674