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Terms & Conditions

Terms and Conditions for the provision of Fletchers Cleaning Services LTD


If you are not completely happy with our service, then please tell us as soon as possible via email at complaints@fcs-ltd.uk or give us a call on 01924 654145, we are here to help and will rectify any issues.

The Teams

All our teams are fully trained in our advanced cleaning technique designed to clean your home quicker and more thoroughly than most. Our cleaning staff usually work in teams of two, but we reserve the right to work in teams of 3 or singularly. Staff will not eat, drink or smoke in your home. We do endeavor to provide the same cleaning team where appropriate or requested. However this may not always be possible due to holidays, absences, varying cleaning frequencies & other commitments. Our training and working practices are designed to ensure that we comply with all applicable health and safety regulations.


Uniformed teams, vetted staff & liveried cars, for your peace of mind. We operate a fully coded key holding service. We can operate a password system if required. We are insured* to protect your home and our staff. Customer is responsible to inform the Company of any alarm codes or alarm systems in premises. Company is not liable for the financial charges due to Customer failing to provide relevant information and the result of said alarm being activated and relevant company/person assisting the deactivation of alarm/system.

Definitions 1.1. In these Terms of Business, the following definitions apply: “The Company”, “Us”, “We” – means Fletchers Cleaning Services “Cleaner” – means the person providing cleaning services on behalf of the Company. “Customer” – means the person or corporate body together with any subsidiary or associated company as defined by the Companies Act 2006 to whom the cleaning services are provided by the Company. “Services” – means the cleaning services carried out on behalf of the Company. “Cleaning Visit” – means the visit to the Customer address by the Cleaner in order to carry out the Service.

1.2. Unless the context requires otherwise, reference to the singular include the plural and references to the masculine include the feminine and vice versa. 1.3. The Headings contained in these Terms are for convenience only and do not affect their interpretations.


2.1. These Terms and Conditions represent a contract between Fletchers Cleaning Services LTD and the Customer.

2.2. The Customer agrees that any use of the Company’s services, including placing an order for cleaning services by telephone, live chat, email, website forms shall constitute the Customer acceptance of these Terms and Conditions.

2.3. Unless otherwise agreed in writing by a director of the Company, these Terms and Conditions will prevail over any other terms of business or purchase conditions put forward by the Customer.

2.4. No variation or alteration of these Terms and Conditions will be valid unless approved in writing by a director of the Company.

2.5. The Terms and Conditions may change from time to time due to the business demands it is the Customers responsibility to keep up to date with the Terms and Conditions which can be found on www.fletcherscleaningservices.co.uk/terms.php.


3.1. The Company shall provide all cleaning supplies and cleaning equipment necessary to carry out the service, except if agreed with the Customer otherwise.

3.2. The Customer must provide running water, electricity and sufficient light at the premises where the service takes place.

3.3. If Customer provides Company with keys this must include all keys to carry out services i.e bin key, key safes, shutter keys, window keys and or door keys. These must be all up to date and in working order.


4.1 Carpet & Upholstery Cleaning - At Fletchers Cleaning Services LTD we use a generic carpet cleaning solution, athough this is safe to use on most materials/fabrics/finishes, Customer is responsible for notifying company of any delicate fabrics/materials/finishes that are being instructed to clean, this icludes any wool/suede items. Company is not responsible for any damages that occur as a result of Customer not informing Company of delicate items that are being instructed to clean by Customer.

4.1.2 Customer is to make sure all rooms that are to be carpet cleaned are free of any furniture or items. Items that are not removed, will not me moved by Company, and will inturn be cleaned around.

4.2. Oven Cleaning - Customer is responsible for the dissasembly of oven doors/glass and any racks or trays inside the oven; these are to be removed from inside of oven prior to the clean. If Customer wishes to use Company to remove said oven door/glass/racks/trays, Company is not liable for any damages that occur when doing so.

4.3. When disposing of rubbish, we ask that the outside bins are not overflowing. Bins outside the premises must be easily accessibe and not require any special skills to access. If the outside bins are overflowing, or if there is a health and saftey risk that prevents us from accessing the bins, ie broken glass/pests; Company will leave neatly next to property or outside bin. Company is not liable for an damages or pests that occur due to the leaving of rubbish at Customers proprty. If there is not anywhere to dispose of rubbish and company has to take with them after the clean has taken place, a £3 charge per rubbish bag will occur.


5.1. At Fletchers Cleaning Services LTD, we ask that all Customers notify Company of any pets that live in the home whether or not they are present during the clean.


6.1. Domestic cleans payment is due on the day of completion. For Commercial/Business Customers payment is due on the last working day of the month, all Customers must pay in the form of a cash or bank transfer.

6.2. Although greatly appreciated and a powerful way to say, ‘Thank you’, the Customer understands that tipping is not required.

6.3. Fletchers Cleaning Services LTD reserves the right to charge interest on invoiced amounts unpaid for more than 7 days at the rate of 8% per annum above the Bank of England base rate from the due date until the date of actual payment.

6.4. If the Company is forced to refer the Customer account for collection to a third party, then extra fee may be added to the outstanding amount by the debt collecting company.

6.5. The Company reserves the right to cancel any contract and back charge additional for a past service to reflect the balance of the standard rate if any misleading or false information was used to obtain discounted service or if the given general requirements for the service and its professional performance would not be possible.


7.1. No refund claims will be entertained once the cleaning services have been carried out.

7.2. Refund will be issued only if the Customer has cancelled a cleaning service within 48 hours prior to the start of the cleaning session and a payment has been already taken by the Company.

7.3. Refund will be issued in case a cleaning operative doesn’t attend a cleaning service, payment for which has been already collected by the Company.


8.1. The Customer agrees to pay the full price of the cleaning service, if: a) The Customer cancels or changes the time/date less than 48 hours prior to the scheduled appointment; b) The Customer fails to provide access to the service premises thus preventing the Company to carry out the booked cleaning visit; c) There is a problem with the Customer keys and the cleaning operatives can’t let themselves in. If keys are provided, they must open all locks without any special skills.

8.2. If the Customer needs to change the cleaning service or time the Company will do its best to accommodate him. A minimum of 48 hours’ notice is required. Please note that the Company cannot guarantee that the same cleaner/s will be available on the new day and at the time the Customer requires. Any changes in the cleaning schedule are subject to availability. Failure to give 48 hours’ notice of cancellation to Company; will result in a 30% fee from contracted price between customer and company for services not taking place. This amount will be paid by the customer within 48 hours, failure to do so will automatically terminate services which the Company provides Customer.

8.3. Fletchers Cleaning Services LTD do not work on Bank Holidays, if your clean falls on a bank holiday we will reschedule this to another day giving the customer one week's notice prior to rescheduling.

Health & Safety

9.1. It is the Customer responsibility to make sure that the premises is safe for cleaners to enter and safely conduct their duties i.e free of pests, animals, free of nuisance smells (sewage, poison, animals, carcases, paints & solvents, leaks from building structure), sufficient ventilation, free of broken glass and any other items that may cause harm when carrying out duties.

9.2. Customer is responsible for payment of services if Company is unable to carry out duties because of health and safety reasons which covers but is not limited to reasonings in 7.1. A 30% cancellation fee will incur if duties are cancelled due to health and safety.

9.3. If Customer has allowed work to be services out and any health and safety issues arises which causes damages to Cleaner and or Company, Customer will be responsible for damages.

Business / Working Premises

10.1. When services are carried out in a business/workplace environment, this should be out of office hours when the premises is vacant. If this is not possible, we ask that all staff are cleared from premises and any important documents and/or items are removed and stored away. Company is not liable for damages regarding any personal or work belongs/documents/items that are not stored away.

10.2. Company is not liable for the Health and Safety of Customer and Customers staff members if they are present whilst Company is carrying out their cleaning duties appointed by Customer.

10.3. Customer is responsible for the signage and any health and safety procedures that are required for the business premises i.e wet floor signs, notifying company of any allergies, trip hazard i.e wires, damages from personal injuries or affects from cleaning products/chemicals.


11.1. While the Company operatives make every effort not to break items, accidents do happen. Identical replacements are always attempted but not guaranteed. For this reason, the Company requests all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and /or not cleaned by the cleaners.

11.2. In case of damage, The Company will repair the item at its cost. If the item cannot be repaired the Company will rectify the problem by crediting the Customer with the item’s present actual cash value toward a like replacement from a Company’s source upon payment of cleaning service rendered.

11.3. The Company will not be responsible for damage due to faulty and/or improper installation of any items also old/worn out/damaged items. All surfaces (i.e., marble, granite, etc.) are assumed sealed and ready to clean without causing harm.

11.4. Key replacement fee is paid only if keys are lost by our operatives. There is a £25 per location liability limit.


12.1. All complaints must be received in writing by text message or email and include photographic evidence of the issued area and description of the issue within reasonable time of cleaning services completion, to ensure that the details are received in a clear and complete manner. Due to the nature of the service, reasonable time is equal to up to 24 hours upon completion of the service.

12.2. If Client notices an issue please notify as soon as possible if ongoing so that Company can rectify instantly.

12.3. Further to Consumer Rights Act 2015, the service should be performed with reasonable care and skills, however if it is in conformity with our requirements for a professional performance of the service or the requested cleaning service is inappropriate for the situation, the company will not be liable for any future issues.


13.1. The Company will not be liable under any circumstances for any loss, expenses, damages, delays, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Customer arising from or in any way connected with : – A cleaning service not complete due to the lack of suitable/enough cleaning materials, lack of electricity or hot water or equipment not in full working condition ; – Third party entering or present at the Customer premises during the cleaning process; -An existing damage to Customer property in the form of old stains, burns etc. which cannot be cleaned/removed completely by the cleaner using the Customer cleaning equipment and materials and in accordance with the industry standard cleaning methods as described in the Company’s method statements; – Any damages caused by faulty/not in full working condition equipment or materials supplied by the Customer; – Any damages worth £50.00 or less.

13.2. The Company will not be liable under any circumstances for any loss, expenses, damages, delays, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Customer arising from or in any way connected with the Company providing services for the Customer if the Customer has an outstanding amount aged 14 days or more from the date the payment was due.


14.1. If the Customer requests keys to be collected by the Company’s operatives from a third party’s address outside the postal code of the serviced address, then a £10.00 charge will apply. The charge will cover only the pickup of keys. If said keys need to be brought back to the third party’s address or any other address another charge of £5.00 will apply.

14.2. The Company reserves the right to reevaluate rates at any time should the Customer initial list of tasks changes.

14.3. Fletchers Cleaning Services LTD reserves the right to amend the initial quotation, should the Customer original requirements change. Differences in excess of 10% will be discussed with the Customer prior to the start of the work.

14.4. If any estimates of how long it will take the cleaning services to complete the job are being provided those are only estimates based on the average time it takes to clean a house/flat or an office of similar size to the Customer, it being difficult to calculate precisely how long such tasks may take and that a degree of flexibility may be required. Please note that one off cleaning may take longer to complete due to longer intervals between cleaning sessions, number and type of cleaning tasks required, when compared to the regular maintenance cleaning of the same property.

14.5. The Customer understands that the price he has been quoted is not for a “package deal” and doesn’t include anything apart from cleaning labour.

14.6. The Company will arrange an immediate replacement should an operative cannot attend a scheduled visit and will inform the Customer prior to the visit. The time may vary due to the last minute needed rearrangements.

14.7. Post Construction Cleaning (After Builders Cleaning), Event Cleaning or badly neglected homes may take up to three times longer than a well-maintained home requiring general cleaning. Therefore, the Company advises the Customer to ask for our specialist cleaning service: After Builders Cleaning.

14.8. The cleaners are not allowed to hand wash any items of clothing belonging to the Customer. The Company advises that our cleaners can only use a washing machine for such tasks.

14.9. All fragile and highly breakable items must be secured or removed.

14.10 If any special inquiries for the cleaning service occurs, the customer should advise prior the start of the service. Any allergies or intolerances of the detergents or their content should be noted in advance.

14.11. Fletchers Cleaning Services LTD reserves the right to make any changes to any part of these Terms and Conditions without giving any prior notice. The Company may add to or alter these Terms and Conditions from time to time and any alterations or additions will apply to new business but not to existing contracts. Please refer to your copy of these Terms and Conditions.


15.1. These Terms are governed by the laws of England and Wales and are subject to the exclusive jurisdiction of the Courts of England, and Wales.

15.2. These Terms and Conditions are in regulation of the Consumer Rights Act 2015 and are not in imbalance in the parties’ rights or obligations under the contract.

15.3. The Terms are transparent for the purposes and expressed in plain and intelligible language and are legible.

15.4. The Terms are prominent for the purposes of the section and brought in such a way that a consumer would be aware of them.

Last updated on July 2023