Terms of Business

1. Introduction & Services

1. These Terms of Business apply to all cleaning services provided by Fresh Start Cleaning (IOM) Limited ("the Company") to the Client.
2. The specific scope of work — including frequency, duration, and tasks to be carried out — will be agreed in writing (via email, quote, or signed Service Agreement) prior to the commencement of service.
3. These Terms shall prevail over any other terms put forward by the Client, unless agreed otherwise in writing by a Director of the Company.

2. Fees & Payment

1. Services are charged at the agreed hourly rate, or at a fixed project fee where applicable (e.g. periodic oven cleaning or end of tenancy cleans).
2. Invoices will be issued weekly or monthly in arrears, as agreed at the start of the service.
3. Payment is due within 7 days of the invoice date via BACS transfer to the Company's Lloyds Business Banking account. Details will be provided on each invoice.
4. The Company reserves the right to suspend services if invoices remain unpaid for more than 14 days past the due date, without prejudice to any other right of recovery.
5. A late payment charge of 10% per month may be applied to any outstanding balance beyond 28 days overdue.

3. Cancellations, Holidays & Access

Short-Notice Cancellations

1. We require a minimum of 24 hours' advance notice to cancel or reschedule a regular domestic clean.
2. For one-off cleans, deep cleans, and end of tenancy cleans, a minimum of 48 hours' advance notice is required.
3. Cancellations made with less than the required notice may be charged at 50% of the scheduled service fee.

Client Holidays & Extended Suspensions

1. The Company understands that Clients take holidays. We will hold the Client's regular time slot without charge for up to 2 weeks of absence per occasion.
2. For any absence extending beyond 2 weeks, a retention charge of 50% of the regular service fee per week will apply in order to hold the Client's slot. This reflects the Company's commitment to maintaining staffing and availability for the Client on their return.
3. The Client must give at least 48 hours' notice of any planned absence or holiday. Where no notice is given and staff attend the property, the full service fee will remain payable.

Bank Holidays

1. Cleaning services are not automatically carried out on bank holidays. Where a scheduled clean falls on a bank holiday, the service will be carried out on an agreed alternative date at no additional charge.
2. If the Client specifically requests a clean on a bank holiday, an enhanced rate of 150% of the standard fee will apply to reflect the additional cost to the Company.
3. If the Client does not contact the Company at least 48 hours in advance to reschedule a clean that falls on a bank holiday, the regular service fee will be charged.

No Access

1. If the Company's staff cannot gain access to the property at the scheduled time — for any reason within the Client's control, including but not limited to: no key provided, alarm codes changed without notice, property occupied and access refused, or the Client failing to be present when agreed — the full fee for the scheduled service will remain payable.
2. In the event that staff must wait beyond 15 minutes due to an access issue caused by the Client, additional waiting time will be charged at the standard hourly rate.

4. Client Obligations

1. The Client shall ensure that the property is in a safe and accessible condition for staff to work in.
2. The Client must disclose any specific hazards prior to the start of the service, including but not limited to: broken electrical sockets, fragile or valuable items requiring special care, aggressive pets, or any areas to be excluded from cleaning.
3. The Client shall provide reasonable access to water and electricity at no cost to the Company.
4. All fragile, irreplaceable, or high-value items must be secured or removed by the Client prior to the service. The Company's liability for such items is limited — see Section 5.
5. If required, the Client shall provide adequate and safe parking for the Company's staff within reasonable proximity of the property. The Company shall agree with the Client in advance if this is required for a specific scheduled appointment.

5. Liability & Insurance

1. The Company maintains Public Liability insurance to the value of £5,000,000. Details available on request.
2. In the event of accidental damage caused by our staff, the Company must be notified in writing within 24 hours of the service completion. Claims reported after this period cannot be considered, unless there are exceptional circumstances (i.e. Clients are on holiday and nobody was present).
3. The Company is not liable for: damage caused by fair wear and tear; pre-existing damage; damage resulting from faulty, incorrectly installed, or inadequately secured fixtures and fittings; or damage to items not disclosed under Clause 4.2.
4. The Company is not liable for any loss, theft, or damage arising from the Client's own failure to secure the property, including leaving doors unlocked or keys in unsecured locations.
5. Key Holding: Where the Client provides a key to the Company, a separate Key Holding Agreement must be signed. The Company maintains insurance covering the loss of client keys and associated lock replacement costs under the terms of that agreement.

6. Non-Solicitation of Staff

1. The Client agrees not to directly or indirectly engage, employ, or contract with any member of staff introduced to the Client by the Company, for a period of 12 months following the termination of this agreement or the last date on which that staff member performed services at the Client's property.
2. This restriction applies regardless of whether the approach is made by the Client or the staff member, and regardless of whether the arrangement is formal (PAYE/contract) or informal (cash-in-hand).
3. A breach of this clause will render the Client liable to pay the Company a recruitment and training fee of £750 per staff member, payable within 14 days of a written demand. This represents a genuine pre-estimate of the cost to recruit and train a replacement.

7. Quality & Complaints

1. The Company takes pride in its standards. If the Client is dissatisfied with any aspect of the service, we ask that this be reported to the Managing Director within 24 hours of the service.
2. Where a complaint is upheld, the Company will, at its discretion, rectify the issue by means of a return visit at no additional charge. The Client must allow reasonable access for a rectification clean.
3. The Company cannot accept retrospective complaints or issue credits for dissatisfaction reported more than 24 hours after the service was delivered.

8. Termination of Service

1. Either party may terminate this agreement by providing 4 weeks' written notice (by email or letter). Notice should be addressed to the Managing Director.
2. The Company reserves the right to terminate this agreement immediately and without notice where: the Client has outstanding unpaid invoices; the Client has repeatedly cancelled with insufficient notice; or the Company's staff have been subjected to inappropriate, threatening, or abusive behaviour.
3. Upon termination, all keys and access materials held by the Company will be returned to the Client within 48 hours of the final service date, or on request.

9. Data Protection

1. The Company processes the Client's personal data (name, address, contact details, access information) solely for the purpose of delivering the agreed cleaning services.
2. Client data is stored securely and will not be shared with third parties without consent, except where required by law.
3. The Company's data practices comply with the Isle of Man Data Protection Act 2018. Clients may request access to, or deletion of, their personal data at any time by contacting the Managing Director — see our Privacy Notice for full details.

10. General

1. These Terms of Business are governed by the laws of the Isle of Man.
2. If any clause of these terms is found to be unenforceable, the remaining clauses shall continue in full force and effect.
3. The Company reserves the right to update these Terms. Clients will be given at least 14 days' written notice of any material change. Continued use of the service after that period constitutes acceptance of the revised terms.
4. These Terms supersede any previous verbal or written agreements between the parties regarding the scope and conditions of service.