The terms governing use of our services.
These Terms & Conditions apply to consumer cleaning services supplied by Fresh Sparkle Cleanz Ltd. They are intended to be read together with the quotation, booking confirmation and any service-specific information supplied for the booking. Nothing in these Terms removes or restricts rights that a consumer has under applicable law.
Fresh Sparkle Cleanz Ltd is a private limited company registered in England and Wales under company number 16727550.
Registered office:
Flat 13 Veryan Court
Park Road
London
England
N8 8JR
Email: info@freshsparklecleanz.co.uk
Telephone: 020 8087 4539
Website: freshsparklecleanz.co.uk
2.1 These Terms apply where you book an FSC cleaning service as a consumer, meaning mainly for purposes outside your trade, business, craft or profession.
2.2 Separate commercial terms may apply where the customer is a business or organisation.
2.3 The contract for a particular service consists of:
2.4 If a service-specific term conflicts with these Terms, the service-specific term will apply to that service only to the extent of the conflict, provided that it is lawful and was properly communicated.
3.1 An enquiry, estimate, proposed date or quotation is not itself a confirmed booking.
3.2 FSC prepares quotations using the information reasonably available at the time. You are responsible for providing accurate information that materially affects the work, including property size, condition, access, parking, requested scope, number of items or bins, and any other relevant service details.
3.3 Where information later proves materially inaccurate or incomplete, FSC may reassess the scope, duration, staffing, equipment requirements and price before undertaking affected additional work.
3.4 FSC will not knowingly add chargeable work outside the agreed scope without informing you and obtaining appropriate agreement first.
4.1 An enquiry, quotation, proposed date/time, invoice, calendar entry, payment attempt or customer statement that they wish to proceed does not by itself create a confirmed booking.
4.2 For FSC's standard consumer one-off workflow, the contract and confirmed booking are formed when all applicable confirmation requirements have been satisfied and FSC issues written booking confirmation. Those requirements may include: an established service and material scope; customer acceptance of the approved quotation and applicable terms; verified availability; the required customer information; verification of the required 50% booking deposit where applicable; and any required management approval.
4.3 Until written booking confirmation is issued, a requested date or time remains provisional even if a quotation has been accepted or a deposit invoice/payment request has been issued.
4.4 FSC may allocate or alternate suitable cleaners or teams where reasonably necessary to deliver the booked service or maintain continuity.
4.5 A material change requested after confirmation, including a change to date, time, address, property size, service type, service scope, frequency or quantity, may require reassessment and is not effective until FSC accepts and confirms the change.
5.1 The price or pricing method applicable to your booking will be stated in your quotation, booking confirmation or other agreed FSC pricing information.
5.2 For a standard one-off consumer service subject to FSC's deposit rule, a booking deposit equal to 50% of the approved quoted total is required before final booking confirmation. The deposit is part-payment toward the booked service and is not a separate surcharge.
5.3 The deposit amount is calculated from the current approved quoted total. If a material service or price-bearing detail changes before confirmation, FSC may revise the quotation and corresponding deposit before the booking is confirmed.
5.4 The treatment of a deposit following cancellation or rescheduling is governed by section 7, any service-specific term supplied before contract formation and any mandatory statutory right that applies.
5.5 Additional costs connected with parking, restricted charging areas, additional work or another external cost will only be passed to you where they are applicable, appropriately verified and communicated in accordance with the booking.
5.6 FSC will not charge or represent VAT unless it is legally entitled or required to do so.
6.1 Where the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you a cancellation right, you may normally cancel a service contract within 14 days beginning the day after the contract is made, without giving a reason.
6.2 You may cancel by sending FSC a clear statement that you wish to cancel. You may use the model cancellation form at the end of these Terms, but you do not have to use that form.
6.3 If you want FSC to start providing the service during the 14-day cancellation period, FSC will ask you to make an express request for early performance.
6.4 If you make that request and then cancel after the service has started but before it has been fully performed, you may be required to pay an amount proportionate to the service supplied up to the time you informed FSC of your cancellation, where the law permits this.
6.5 If the service is fully performed during the cancellation period after your express request and your acknowledgement that the cancellation right will be lost once the service has been fully performed, your statutory cancellation right ends when full performance is completed.
6.6 Nothing in this section removes any cancellation right that the law gives you. Where the law does not provide a 14-day cancellation right, any separate FSC contractual cancellation or rescheduling terms disclosed before booking will apply.
7.1 This section applies outside any mandatory statutory cancellation right. Statutory consumer rights take precedence where they apply.
7.2 If you cancel 48 hours or more before the scheduled service time, your booking deposit is refundable in full. At your request, and subject to FSC accepting a replacement booking, the full deposit may instead be transferred to the replacement booking.
7.3 If you cancel less than 48 hours but at least 24 hours before the scheduled service time, FSC may retain or charge up to 25% of the total booking price, but never more than FSC's reasonable direct net loss caused by the cancellation.
7.4 If you cancel less than 24 hours before the scheduled service time, cancel on the day, do not attend where attendance is required, or FSC cannot perform because agreed customer-provided access is unavailable, FSC may retain or charge up to 50% of the total booking price, but never more than FSC's reasonable direct net loss caused by the cancellation or failed attendance.
7.5 FSC's reasonable direct net loss may include genuine booking-specific costs or loss directly caused by the cancellation, but must take account of costs saved, replacement work obtained for the same slot and other reasonable steps that reduce the loss. FSC will not recover the same loss twice.
7.6 The remaining balance of the service price is not automatically payable merely because a cancellation is late or same-day. Any proposed amount above the ordinary cancellation limits requires specific FSC management review and must be supportable under the applicable contract and law.
7.7 If you request rescheduling 48 hours or more before service, the full deposit may be transferred to an agreed replacement booking. If you request rescheduling less than 48 hours before service, any verified direct net loss caused by the late change may be deducted under the same limits above and the unused balance may then be transferred to an agreed replacement booking.
7.8 A replacement date or time is subject to fresh availability and is not confirmed until FSC issues confirmation of the replacement booking.
7.9 Any refund, retained payment or cancellation amount will be handled through FSC's authorised process. Where the amount depends on customer-specific loss, a disputed charge, service already supplied or a statutory cancellation issue, FSC may need to review the circumstances before confirming the final financial position.
8.1 If FSC becomes unable to provide a confirmed service as agreed, FSC will inform you as soon as reasonably practicable after becoming aware of the problem.
8.2 Where appropriate, FSC may offer a reasonable alternative date, time, cleaner or team.
8.3 If FSC cancels a service and no suitable alternative is agreed, any amount paid for the unprovided service will be dealt with in accordance with your legal rights and the circumstances of the booking.
9.1 You must provide the access reasonably required to perform the booked service, including any agreed key, fob, entry, concierge, alarm or customer-present arrangement.
9.2 You should tell FSC about parking restrictions, permits, access limitations, building rules or other conditions that may materially affect attendance.
9.3 You should take reasonable steps to secure or identify unusually fragile, high-value, irreplaceable or sensitive items and tell FSC about any special handling concern before cleaning where relevant.
9.4 You must not require an FSC cleaner to undertake work that is unsafe, unlawful or outside the agreed service and the cleaner's authorised competence.
9.5 If FSC cannot reasonably access the premises or perform the service because essential customer-provided information or access is unavailable, FSC may need to suspend, rearrange or treat the service in accordance with the applicable booking terms and law.
10.1 FSC will provide the service described in the confirmed booking and agreed scope.
10.2 Work not included in the agreed scope is not automatically included merely because a cleaner is present at the property.
10.3 If you request additional work during the service, the cleaner may refer the request to FSC management where it affects time, price, staffing, equipment or scope.
10.4 Services such as carpet cleaning, oven cleaning, internal or external windows or other specialist additions are included only where expressly agreed.
10.5 For wheelie-bin services, bagging waste does not mean FSC has agreed to transport or dispose of that waste off site unless a separate authorised waste-removal service has expressly been agreed.
11.1 FSC will exercise reasonable care and skill in providing the service.
11.2 Where a specific time has been confirmed, FSC will plan attendance accordingly. Circumstances such as traffic, prior-job overruns, access problems, staff illness or another operational disruption may occasionally affect attendance.
11.3 Where FSC provides an estimated duration, the estimate is not a guarantee unless expressly agreed as a fixed contractual period.
11.4 If a material delay or operational problem becomes known, FSC will seek to communicate appropriately and manage the booking reasonably.
12.1 FSC cleaners must exercise appropriate care around customer property.
12.2 You should identify known existing damage, delicate finishes, unstable fittings, specialist surfaces or items that require particular handling where this is relevant to the booked work.
12.3 FSC is not responsible for deterioration that results solely from a pre-existing defect, ordinary wear and tear, inherent fragility, unstable installation or a condition not caused by FSC, but this does not exclude liability where FSC is legally responsible for damage caused by a failure to exercise reasonable care and skill.
12.4 If damage or breakage is reported, FSC may investigate the circumstances and relevant evidence before determining responsibility or an appropriate remedy.
13.1 FSC may request photographs before booking where reasonably necessary to assess a service.
13.2 Before-and-after photographs may also be used as service evidence where appropriate and subject to FSC's applicable customer-consent and privacy requirements.
13.3 Service photographs are not automatically authorised for advertising or public use. Marketing use requires an appropriate separate lawful basis or consent.
13.4 Personal information and photographs are handled in accordance with FSC's Customer Privacy Notice.
14.1 If you believe the service has not been carried out in accordance with the agreed scope, please tell FSC as soon as reasonably practicable and provide enough information for the issue to be reviewed.
14.2 FSC may ask for relevant photographs or other information where this reasonably assists assessment.
14.3 Where an issue within the agreed scope is identified while the cleaner is still on site, FSC's process is to consider correcting it there and then where reasonably practicable and safe.
14.4 FSC's contractual re-clean arrangements do not replace your statutory rights. Under the Consumer Rights Act 2015, where applicable, a consumer may have rights including repeat performance and, in specified circumstances, a price reduction.
14.5 Any FSC re-clean is limited to the authorised issue or areas unless FSC management approves a wider remedy.
15.1 Where FSC's approved end-of-tenancy re-clean arrangement applies, the completion process may include a walkthrough with the customer or authorised representative and immediate correction of in-scope issues identified before departure where reasonably practicable.
15.2 Any post-service landlord or agent review and any return re-clean are subject to the specific FSC end-of-tenancy re-clean terms communicated for that booking.
15.3 FSC will not represent an end-of-tenancy clean as an unlimited guarantee against deductions, landlord decisions, inventory findings, damage, wear and tear or matters outside the agreed cleaning scope.
16.1 Complaints may be raised by email at info@freshsparklecleanz.co.uk or through another FSC communication channel confirmed for the booking.
16.2 FSC may review booking records, service scope, photographs, communications, cleaner information and other relevant evidence before reaching an outcome.
16.3 A cleaner is not authorised to promise a refund, compensation, discount or other financial remedy unless FSC has expressly authorised that decision.
16.4 Nothing in FSC's complaints process restricts any statutory right or external remedy available to you.
17.1 Nothing in these Terms excludes or restricts liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or liability that cannot lawfully be excluded under consumer law.
17.2 FSC does not seek to exclude the obligation to perform consumer services with reasonable care and skill.
17.3 FSC will not be liable for losses that were not reasonably foreseeable when the contract was made, except where the law provides otherwise.
17.4 These consumer Terms do not exclude or restrict rights and remedies that cannot legally be excluded or restricted.
18.1 FSC is not responsible for delay or failure caused by an event outside its reasonable control to the extent permitted by law.
18.2 Where such an event materially affects a booking, FSC will seek to manage the situation reasonably, including communication and rearrangement where appropriate.
19.1 FSC processes personal data in accordance with applicable data-protection law and the FSC Customer Privacy Notice.
19.2 Information necessary to deliver a service may be shared with authorised cleaners, contractors or service providers only to the extent reasonably required for authorised FSC purposes.
20.1 FSC may update these Terms for future bookings.
20.2 A change will not retrospectively alter an existing contract unless the change is agreed or the law requires otherwise.
20.3 The version supplied or made available when your contract is formed will normally govern that booking.
21.1 If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions continue to apply so far as legally possible.
21.2 A delay by FSC in exercising a contractual right does not automatically waive that right.
21.3 No person other than you and FSC has a right to enforce these Terms under the Contracts (Rights of Third Parties) Act 1999, except where the law provides otherwise.
22.1 These Terms and consumer contracts with FSC are governed by the law of England and Wales.
22.2 If you are a consumer, this clause does not deprive you of any mandatory protection or right to bring proceedings that applicable consumer law gives you.
Complete and return this form only if you wish to cancel a contract and you have a legal or contractual right to do so. You may instead send any other clear statement of cancellation.
To:
Fresh Sparkle Cleanz Ltd
Flat 13 Veryan Court
Park Road
London
England
N8 8JR
Email: info@freshsparklecleanz.co.uk
I/We hereby give notice that I/We cancel my/our contract for the supply of the following service:
Service: ______________________________________
Contract/booking date: __________________________
Customer name: ________________________________
Service address: ________________________________
Customer address, if different: ___________________
Signature (only if this form is sent on paper): __________________
Date: _________________________________________
Fresh Sparkle Cleanz Ltd — Registered in England and Wales. Company No. 16727550. .