Terms & Conditions

These Terms & Conditions apply to cleaning services provided by Zenith Cleaning & Facilities Ltd. By booking a service with us, you agree to these terms.

1. Bookings and Deposits

A 25% deposit is required to secure one-off cleaning bookings, including Deep Cleaning and End of Tenancy Cleaning.

A booking is not confirmed until the required deposit has been received and confirmation has been provided by Zenith Cleaning & Facilities Ltd.

The remaining balance is due on completion of the cleaning service unless otherwise agreed in writing.

Regular domestic and commercial cleaning arrangements may have different payment terms, which will be confirmed separately.

2. Cancellations and Rescheduling

We understand that plans can change.

Customers should provide at least 48 hours' notice if they need to cancel or reschedule a booking.

Where sufficient notice is provided, we may allow the deposit to be transferred to another available booking date.

Where a customer cancels with less than 48 hours' notice, we may retain some or all of the deposit to cover reasonable losses resulting from the cancellation, subject to applicable consumer law.

Where applicable, nothing in these Terms & Conditions affects a customer's statutory cancellation or other consumer rights.

3. Cancellation by Zenith Cleaning & Facilities Ltd

In the unlikely event that we need to cancel a confirmed booking, we will offer an alternative date where possible.

If a suitable alternative cannot be agreed, any payment made for services that have not been provided will be refunded.

We are not responsible for indirect losses arising from circumstances reasonably outside our control.

4. Access to the Property

The customer is responsible for ensuring that our cleaners can access the property at the agreed time.

Keys, access codes or other access arrangements should be agreed before the appointment.

If our team cannot gain access to the property at the agreed time, the booking may be treated as a late cancellation and a charge may apply to cover reasonable costs incurred.

5. Customer Responsibilities

Customers should inform us before the clean about:

• Fragile, valuable or damaged items.
• Surfaces requiring specialist cleaning products or methods.
• Areas that should not be cleaned.
• Known hazards within the property.
• Any access, parking or building restrictions that could affect the service.

We may decline work that our cleaners reasonably consider unsafe.

6. Cleaning Equipment and Products

Unless otherwise agreed, Zenith Cleaning & Facilities Ltd will provide the standard cleaning products and equipment required to complete the booked service.

Customers should inform us before the appointment of any allergies, sensitivities or requirements relating to cleaning products.

7. Moving Furniture and Heavy Items

Our cleaners may move lightweight items where reasonably necessary to complete the cleaning.

For health and safety reasons, cleaners are not required to move excessively heavy furniture, appliances or other items that cannot reasonably and safely be moved by one person.

Areas that cannot safely be accessed may not be cleaned.

8. Service Times

Any estimated cleaning duration provided before the appointment is an estimate.

The actual time required may vary depending on the size, condition and cleanliness of the property and the services requested.

If substantially additional work is required beyond the agreed scope, we will discuss this with the customer before carrying out chargeable additional work.

9. End of Tenancy Cleaning

Our End of Tenancy Cleaning service is carried out to the scope agreed when the booking is confirmed.

Where advertised, our 48-hour cleaning guarantee means that if an area included within the original cleaning specification has been missed or has not been cleaned to the agreed standard, the customer should contact us within 48 hours of completion.

Where the complaint is valid, we will arrange to return and rectify the relevant area at no additional cleaning charge.

The guarantee does not cover:

• Areas or services that were not included in the original booking.
• New dirt, staining or damage occurring after our service.
• Permanent stains, wear, deterioration or damage that cannot reasonably be removed through normal cleaning.
• Issues caused by third parties entering or using the property after cleaning.
• Additional cleaning subsequently requested by a landlord, agent or inventory clerk that was outside the original agreed scope.

The guarantee is a cleaning rectification guarantee and does not constitute a guarantee that a landlord or letting agent will return a customer's tenancy deposit.

10. Damage and Breakages

We take reasonable care while working in customers' properties.

Any alleged damage or breakage should be reported to us as soon as reasonably possible, together with photographs or other relevant information where available.

We will investigate reported incidents and deal with valid claims in accordance with our legal obligations and any applicable insurance arrangements.

Pre-existing damage, normal wear and tear, deterioration, defective items or damage resulting from unstable or improperly fitted items are not considered damage caused by our cleaning service.

Nothing in these terms excludes or limits liability where doing so would be unlawful.

11. Complaints

If you are dissatisfied with any aspect of the service, please contact Zenith Cleaning & Facilities Ltd as soon as possible and provide details of the issue.

Where appropriate, we may request photographs so that we can assess the problem.

We will aim to resolve legitimate service issues fairly and within a reasonable period.

12. Parking and Additional Charges

The customer should inform us before booking if paid parking, congestion charges or other unavoidable access charges apply to the property.

Where such charges have not been included in the quoted price, they may be added to the final amount where this has been communicated and agreed with the customer.

Any additional service requested on the day may incur an additional charge, which will be agreed before the additional work is carried out.

13. Photos

Where necessary, photographs may be taken before or after cleaning to document the condition of the property, confirm completion of work or assist with resolving a complaint.

We will not use identifiable photographs of a customer's property for advertising or promotional purposes without appropriate permission.

14. Consumer Rights

Nothing in these Terms & Conditions is intended to restrict or remove any rights customers have under applicable UK consumer law.

Where a customer has statutory cancellation rights for a booking made online, by telephone or away from our business premises, those rights will apply.

Where a customer specifically requests that services begin during an applicable statutory cancellation period, additional rules concerning cancellation and payment for services already supplied may apply.

15. Changes to a Booking

Any changes to the property, cleaning requirements or services requested should be communicated before the appointment.

Significant changes may result in a revised quotation.

We will obtain the customer's agreement before carrying out additional chargeable work.

16. Governing Law

These Terms & Conditions are governed by the applicable laws of England and Wales.

Customers retain any rights they have regarding where legal proceedings may be brought under applicable consumer law.

17. Contact

Questions about a booking, cancellation, payment or these Terms & Conditions should be directed to Zenith Cleaning & Facilities Ltd using the contact details provided on our website.