1. Application and Entire Agreement

These Terms and Conditions apply to the provision of the services detailed in our quotation (Services) by Bianca

 Group Ltd a company registered under number 13632523 (we or us or Service Provider) to the person buying the

services (you or Customer).

You are deemed to have accepted these Terms and Conditions when you accept our quotation or from the date of

any performance of the Services (whichever happens earlier) and these Terms and Conditions and our quotation (the

Contract) are the entire agreement between us.

These Conditions apply to the Contract to the exclusion of any other terms that you try to impose or incorporate, or

which are implied by trade, custom, practice or course of dealing.

 

2. Interpretation

“The Company” – means Bianca Group Ltd and/or any franchises trading under a franchisee agreement

“Cleaner” – means the person or firm carrying out cleaning services on behalf of the Company.

“Client” – means the person, firm or corporate body together with any subsidiary or associated company as

defined by the Companies Act 2006 to whom the cleaning services are supplied by the Company.

“Service” – means the cleaning services carried out on behalf of the Company.

“Cleaning Visit” – means the visit to the Client’s service address by the Cleaner in order to carry out the Service.

A "business day" means any day other than a Saturday, Sunday or bank holiday in England and Wales.

The headings in these Terms and Conditions are for convenience only and do not affect their interpretation.

 

3. Contract

3.1 These Terms and Conditions represent a contract between The Company and The Client.

3.2 The Client agrees that any use of The Company’s services, including placing an order for services by

telephone, email or website forms shall constitute the Client’s acceptance of these Terms and Conditions.

3.3. Unless otherwise agreed in writing these Terms and Conditions shall prevail over any other terms of business

or purchase conditions put forward by The Client.

3.4. No variation or alteration of these Terms and Conditions shall be valid unless approved in writing by a

director of the Company.

 

4. Services

4.1 We warrant that we will use reasonable care and skill in our performance of the Services which will comply

with the quotation, including any specification in all material respects. We can make any changes to the Services

which are necessary to comply with any applicable law or safety requirement, and we will notify you if this is

necessary.

4.2 We will use our reasonable endeavors to complete the performance of the Services within the time agreed or

as set out in the quotation; however, time shall not be of the essence in the performance of our obligations.

4.3 All of these Terms and Conditions apply to the supply of any goods as well as Services unless we specify

otherwise.

 

4.4 Domestic and Commercial Cleaning

4.4.1 Our standard cleaning time is set at a minimum of 2 hours to ensure a thorough and high-quality

service.

4.4.2 Clients are expected to provide basic cleaning materials such as sprays, wipes, polish, cloths,

washing liquids, sponges, gloves and any necessary materials to ensure thorough cleaning service can be

provided. Upon confirmation of service, we will send our suggested product list via email to ensure you

have the necessary items in your inventory. Alternatively, we offer the convenience of supplying all

recommended products and equipment for an additional charge of £25.00.

4.4.3 Clients are responsible for providing any essential equipment including vacuum cleaners, irons &

ironing boards, brushes, and mops. All equipment must be in safe, fully operational condition and require

no specialized skills for cleaning purposes. For any complex equipment, detailed instructions must be

provided by the Client.

4.4.4 Clients are responsible for ensuring adequate running water, hot water, electricity, and sufficient

lighting at the premises during the cleaning service. Any pets posing a risk to our Cleaners must be

securely kept away during the cleaning process. Clients must take all necessary precautions to ensure

pets are kept away from cleaning materials.

4.4.5 For specialized or tailored cleaning needs, Clients are required to provide a detailed list of tasks

before the commencement of the service and agree to a respective quote. Please note that if only a verbal

description is provided, the Company cannot be held liable for tasks that are not completed to

satisfaction.

4.4.6 For regular domestic cleaning services, clients must provide access to the property at the agreed

upon time by either having a member of the household in the property at the time of service or supplying

a spare set of keys for the regular Cleaner to hold on their behalf. If keys are locked in a safe space at the

property an access code must be provided at least 24 hours in advance. If collection of keys is required

from a location outside the postal code area of the cleaning scheduled, at least 48 hours’ notice is

required to give The Company enough time to collect keys.

4.4.7 The Company or Cleaner will not be responsible for triggering any alarm systems. Customer

should give any special instructions for deactivation/activation of any household alarm systems.

4.4.8 The Company will not be liable to cover the cost of any general wear and tear of Client vacuum

cleaners or any other equipment.

4.4.9 Interior windows can be cleaned on request, however, if required we will clean them all at once and

apply additional charges for extra time.

4.4.10 Cleaners will not be responsible for moving any of the furniture such as pulling out beds, sofas,

drawers, and any other larger furniture items in order to provide the services.

4.4.11 If the Client has booked less cleaning time than recommended by the Company they must leave a

list of priorities for the Cleaner. This means that the Cleaner can tick off top to bottom the tasks they

have been able to do within the allotted time. This also means that the Client's most important tasks are

done first and foremost but does not guarantee all tasks will be completed should the allotted time finish.

4.4.12 The Client should reassess the cleaning time and frequency regularly to ensure the Cleaner has

enough time to complete all tasks required based on the agreed initial quote for service. The Client

should contact the office if any further tasks are required to be added onto their job description, however

The Company reserves the right to amend the initial quote to reflect for extra tasks and extra time needed

to complete any such addition. The Client must contact the office if more time is required for occasional

Spring-Cleaning or Deep cleaning tasks as part of regular cleans and The Company reserves the right to

charge for any additional time for completion.

4.5 End of tenancy and Deep-cleaning services are individually priced based on the property's current condition

and specifications. Cleaners may move furniture during Deep Cleans, but only items requiring one person to

move. Cleaning at height requires a safe step ladder provided by the Client. Cleaners will not move television

units and any other large digital equipment.

 

4.6 The Company reserves the right to amend the initial quotation at any time, should the client’s original

requirements change.

4.7 There is no maximum time for the Cleaner to clean the full property, however the property will be cleaned

within 1 full day.

4.8 The Customer understands that the price quoted is not a “package deal” and includes only cleaning labour.

Any additional services such as linen hire, carpet or furniture cleaning, property maintenance and management are

quoted on case-by-case basis and charged separately to the cleaning service charges.

 

5. Your Obligations

5.1 You must obtain any permissions, consents, licenses or otherwise that we need and must give us with access

to any and all relevant information, materials, properties and any other matters which we need to provide the

Services.

5.2 You must obtain home and contents insurance for the whole of the property ahead of the first cleaning service

commencement.

5.3 If you do not comply with clause 5.1 and 5.2, we can terminate the Services.

5.4 We are not liable for any delay or failure to provide the Services if this is caused by your failure to comply

with the provisions of this section (Your obligations).

 

6. Payment of Fees and Deposit

6.1 The fees (Fees) for the Services are set out in the quotation and are on a time and materials basis and tasks

agreed. Unless otherwise expressly stated, all prices shall be in Pounds Sterling and shall be exclusive of VAT

and other duties.

6.2 For one-off cleaning, End of Tenancy or Deep cleans, The Client must make full payment IN ADVANCE of

any cleaning being carried out

6.3 For regular Domestic or Commercial clients, payment is due weekly, fortnightly or monthly, depending on

the cleaning frequency and as agreed before service commencement. All payments for regular domestic clients

are due within 48 hours of the invoice and all payments for commercial clients are due within 7 days of the

invoice by bank transfer/standing order. Failure to settle outstanding funds may result in services being cancelled

without notice.

6.4 Late payments - Interest may be applied to any overdue accounts at a rate of 8%. Where payment has not

been received, we reserve the right to withhold services, documents and information, and have the right to cease

to work on your account, and to terminate the agreement if payments are unduly delayed. If the Company refers

the Client's account to a third party for collection, additional costs may be incurred.

6.4.1 If payment is not made after 1 month of invoice, then the account will be passed to a Debt recovery

agency, after which a charge of 15% plus VAT on top of the initial invoice due, will be added to the

debt. You agree as part of this contract to pay this sum which represents our reasonable costs in

collecting the unpaid amounts.

6.4.2 We have a statutory right to interest and compensation for debt recovery costs under the late

payment legislation if not paid according to agreed credit terms. The Late Payment of Commercial Debt

(Interest) Act (1988) states that for debts of less than £1000, the penalty is £40, rising to £70 for debts up

to £9,999.99 and £100 above that. Interest is payable at the above rate in section 6.4 or 6.4.1 depending

on duration of invoice being outstanding. The penalties and interest now apply to all businesses

regardless of size.

6.5 In addition to the Fees, we can recover from you a) reasonable incidental expenses including, but not limited

to, travelling expenses, hotel costs, subsistence and any associated expenses, b) the cost of services provided by

third parties and required by us for the performance of the Services, and c) the cost of any materials required for

the provision of the Services.

 

6.6 You must pay us for any additional services provided by us that are not specified in the quotation in

accordance with our then current, applicable hourly rate in effect at the time of performance or such other rate as

may be agreed between us.

6.7 The Fees are exclusive of any applicable VAT and other taxes or levies which are imposed or charged by any

competent authority.

6.8 For any new regular clients, a deposit must be paid in advance of the first cleaning visit, which will be

calculated at 50% of the total quotation price.

6.9 If you do not pay the Deposit to us according to the clause above, we can either withhold provision of the

Services until the Deposit is received or terminate the service altogether.

6.10 The Deposit is non-refundable unless we fail to provide the Services and are at fault for such failure (where

the failure is not our fault, no refund will be made).

6.11 If access to the Client's home is hindered by circumstances beyond the Cleaners' control, the standard

cleaning service fee will be invoiced in full

6.12 All Cleaning service prices are reviewed each year and adjusted in line with inflation, minimum wage

increases or any reasonable circumstances.

 

7. Cancellation and Amendment

7.1 We can withdraw, cancel or amend a quotation if it has not been accepted by you, or if the Services have not

started, within a period of 14 days from the date of the quotation, (unless the quotation has been withdrawn).

7.2 If you want to amend any details of the Services, you must tell us in writing as soon as possible. We will use

reasonable endeavors to make any required changes, and additional costs will be included in the Fees and

invoiced to you.

7.3 If, due to circumstances beyond our control, including those set out in the clause below (Circumstances

beyond a party's control), we must make any change in the Services or how they are provided, we will notify

you immediately. We will use reasonable endeavors to keep any such changes to a minimum.

7.4 The Client agrees to pay the full price of the cleaning visit, if: a) The Client cancels or changes the date/time

less than 48 hours prior to the scheduled appointment; b) The Client fails to provide access to the service

premises thus preventing the Company to carry out the booked work; c) There is a problem with the Client’s keys

and the Cleaner cannot let themselves in. If keys are provided, they must open all locks without any special

efforts or skills.

7.5 If the Client needs to change a cleaning day or time the Company will do its best to accommodate them. A

minimum of 24 hours’ notice is required. Please note that the Company cannot guarantee that the same Cleaner

will be available on the new day and at the time the Client requires. Any changes in the cleaning schedule are

subject to availability.

7.6 The Company works on any day of the week including Bank Holidays. If the Client’s cleaning visit is due on

a Bank Holiday and she/he hasn’t called or e-mailed the Company to cancel the visit within 48 hours prior to the

start of the cleaning session, the Client agrees to and understands that the regular amount due f or that cleaning

visit will be charged regardless of whether the Cleaner has provided the service at The Client’s property or not.

 

8. Sub-contracting and Assignment

8.1 We can at any time assign, transfer, charge, subcontract or deal in any other manner with all or any of our

rights under these Terms and Conditions and can subcontract or delegate in any manner any or all of our

obligations to any third party.

8.2 You must not, without our prior written consent, assign, transfer, charge, subcontract or deal in any other

manner with all or any of your rights or obligations under these Terms and Conditions.

 

9. Termination

9.1 We can terminate the provision of the Services immediately if you:

 

a. commit a material breach of your obligations under these Terms and Conditions; or

b. fail to make payment of any amount due under the Contract on the due date for payment; or

c. are or become or, in our reasonable opinion, are about to become, the subject of a bankruptcy order or

take advantage of any other statutory provision for the relief of insolvent debtor; or

d. enter into a voluntary arrangement under Part 1 of the Insolvency Act 1986, or any other scheme or

arrangement is made with its creditors; or

e. convene any meeting of your creditors, enter into voluntary or compulsory liquidation, have a receiver,

manager, administrator or administrative receiver appointed in respect of your assets or undertakings or

any part of them, any documents are filed with the court for the appointment of an administrator in

respect of you, notice of intention to appoint an administrator is given by you or any of your directors or

by a qualifying floating charge holder (as defined in para. 14 of Schedule B1 of the Insolvency Act

1986), a resolution is passed or petition presented to any court for your winding up or for the granting of

an administration order in respect of you, or any proceedings are commenced relating to your insolvency

or possible insolvency.

9.2 For Domestic Cleaning, the Client may terminate this contract by giving 30 days prior notice in writing. The

Client agrees to pay a cancellation fee equivalent to 30 days service if: 1) No notice is given; 2) The Client

provides a termination of notice less than 30 days

9.3 For Commercial Cleaning, The Client may terminate this contract by giving 30 days prior notice in writing

once the initial contracted term of 12 months has ended.

If The Client wishes to terminate the contract within the initial contracted terms (12 months), The Client must pay

the outstanding balance for the remainder of the contract e.g if the Client has agreed to a weekly cleaning

sessions, then they will be liable for fees for each remanning week until the 12 th month of the contract start date

has ended and at the pre-agreed rate.

 

10. Claims and Complaints

10.1 Each Cleaner that The Company hires is on Contractor or Sub-contractor basis and s such is responsible for

their own public liability insurance and to cover any damages caused by the Cleaner themselves, as such any

claims will be transferred to the Cleaner directly.

10.2 The Client should report any problems within 24 hours which will give the Company the opportunity to

rectify. If a problem occurs on a Saturday, the Client should report it by no later than the Monday by 12.00pm.

The Company may require entry to the location within 24 hours in order to rectify. While the Cleaners make

every effort not to break items, accidents do happen. Identical replacement is always attempted but not

guaranteed. For this specific reason, the Company requests all irreplaceable items (whether monetarily or

sentimental valuable) be stored away and/or nor cleaned by the Cleaner. All fragile and highly breakable items

must be secured or removed.

10.3 In case of damage, The Company and The Cleaner will repair the item at its cost. If the item cannot be

repaired the Company or Cleaner will rectify the problem by crediting the Client with the item’s present actual

cash value toward a like replacement. The Company or the Cleaner shall not be responsible for damage due to

faulty and/or improper installation of any item. All surfaces (i.e., marble, granite, etc.) are assumed sealed and

ready to clean without causing harm. Fixtures and fittings are also assumed to be sturdy, stable and suitable for

cleaning.

10.4 Clients are advised that the Company will pass on information to the relevant bodies in the unlikely event

that any insurance fraud is suspected.

10.5 All complaints are taken seriously. If the Client is not happy with any aspect of the service, they should

inform the Company as soon as possible and give the Company the chance to rectify. The Client's custom is

highly important, and the Company strives to provide the best possible ongoing service.

10.6 If the Client is unpleased with a currently occurring service, the Company asks that the Client notifies the

office as soon as possible. Please do not wait until the service has ended. The Company will make every effort to

provide the best possible cleaning service to the Client including reallocation to another cleaner.

 

11. Intellectual Property

We reserve all copyright and any other intellectual property rights which may subsist in any goods supplied in

connection with the provision of the Services. We reserve the right to take any appropriate action to restrain or

prevent the infringement of such intellectual property rights.

 

12. Liability and Indemnity

12.1 Our liability under these Terms and Conditions, and in breach of statutory duty, and in tort or

misrepresentation or otherwise, shall be limited as set out in this section.

12.2 The Company shall not be liable under any circumstances f or any loss, expense, damage, delay, costs or

compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Client arising

from or in any way connected with a late arrival of the Cleaner at the service address. The Company endeavors to

be right on time on any visit but sometimes due to transport related and other problems which are beyond the

Company’s control, the Cleaner may arrive with a delay or the cleaning visit may be re-scheduled.

12.3 The total amount of our liability is limited to the total amount of Fees payable by you under the Contract.

12.4 We are not liable (whether caused by our contractors, agents or otherwise) in connection with our provision

of the Services or the performance of any of our other obligations under these Terms and Conditions or the

quotation for:

a. any indirect, special or consequential loss, damage, costs, or expenses or;

b. any loss of profits; loss of anticipated profits; loss of business; loss of data; loss of reputation or

goodwill; business interruption; or, other third party claims; or

c. any failure to perform any of our obligations if such delay or failure is due to any cause beyond our

reasonable control; or

d. any losses caused directly or indirectly by any failure or your breach in relation to your obligations; or

e. any losses arising directly or indirectly from the choice of Services and how they will meet your

requirements or your use of the Services or any goods supplied in connection with the Services.

12.5 You must indemnify us against all damages, costs, claims and expenses suffered by us arising from any loss

or damage to any equipment (including that belonging to third parties) caused by you or your agents or

contractors.

 

13. Data Protection

13.1 When supplying the Services to the Customer, the Service Provider may gain access to and/or acquire the

ability to transfer, store or process personal data of employees of the Customer.

13.2 The parties agree that where such processing of personal data takes place, the Customer shall be the data

controller' and the Service Provider shall be the 'data processor' ; as defined in the General Data Protection

Regulation (GDPR) as may be amended, extended and/or re-enacted from time to time.

13.3 For the avoidance of doubt 'Personal Data' ;'Processing'; 'Data Controller' ;'Data Processor'; and ' Data

Subject'; shall have the same meaning as in the GDPR.

13.4 The Service Provider shall only Process Personal Data to the extent reasonably required to enable it to

supply the Services as mentioned in these Terms and Conditions or as requested by and agreed with the

Customer, shall not retain any Personal Data longer than necessary for the Processing and refrain from Processing

any Personal Data for its own or for any third party's purposes.

13.5 The Service Provider shall not disclose Personal Data to any third parties other than employees, directors,

agents, sub-contractors or advisors on a strict 'need-to-know' basis and only under the same (or more extensive)

conditions as set out in these Terms and Conditions or to the extent required by applicable legislation and/or

regulations.

 

13.6 The Service Provider shall implement and maintain technical and organisational security measures as are

required to protect Personal Data Processed by the Service Provider on behalf of the Customer.

13.7 Further information about the Service Provider's approach to data protection are specified in its Data

Protection Policy, which can be found on our website. For any enquiries or complaints regarding data privacy,

you can email: office@biancacleaning.com

 

14. Circumstances Beyond a Party's Control

​

Neither of us is liable for any failure or delay in performing our obligations where such failure or delay results

from any cause that is beyond the reasonable control of that party. Such causes include, but are not limited

to industrial action, civil unrest, fire, flood, storms, earthquakes, acts of terrorism, acts of war, governmental

action or any other event that is beyond the control of the party in question. If the delay continues for a period of

90 days, either of us may terminate or cancel the Services to be carried out under these Terms and Conditions.

 

15. No waiver

No delay, act or omission by a party in exercising any right or remedy will be deemed a waiver of that, or any

other, right or remedy nor stop further exercise of any other right, or remedy.

 

16. Law and Jurisdiction

These Terms and Conditions shall be governed by and interpreted according to the law of England and Wales and

all disputes arising under the Terms and Conditions (including non-contractual disputes or claims) shall be

subject to the exclusive jurisdiction of the English and Welsh courts.