Fluro Clean™ is a trading name of Fluro Clean Limited.
Company Number: 16613541 | VAT Registration No: 497 9837 96. Registered Address: 33 Lyon Drive, Tamworth,
B77 2TL. Email: hello@fluroclean.co.uk | Telephone: 01827 934645
These Terms and Conditions constitute the agreement between Fluro Clean Limited (“the Company”, “we”, “us”, “our”) and the Customer (“you”, “your”) for the provision of Annual Homecare Plan services.
By accepting a quotation, booking services, or allowing work to proceed at the Location, you agree to be bound by these Terms and Conditions.
The Homecare Plan is a 12-month maintenance agreement. The monthly payment spreads the cost of included services across the year and may not match the value of services carried out in any individual month. Some services are seasonal or weather-dependent. If the plan is cancelled early, Fluro Clean may recalculate completed work at standard standalone prices and invoice any difference.
- Definitions
1.1 In these Terms and Conditions, the following definitions apply:
“Additional Services” means any services not expressly included within the Customer’s selected Homecare Plan, including but not limited to specialist cleaning, one-off cleaning services, internal cleaning services, repairs, maintenance, or additional treatments requested by the Customer.
“Charges” means the monthly recurring payment, together with any additional sums payable by the Customer under these Terms and Conditions.
“Company” means Fluro Clean Limited.
“Customer” means the person, business, or organisation entering into the Homecare Plan agreement with the Company.
“Homecare Plan” means the recurring maintenance service agreement provided by the Company, combining scheduled cleaning and maintenance services for a fixed monthly payment over a minimum agreed term.
“Included Services” means the specific cleaning and maintenance services included within the Customer’s selected Homecare Plan, as confirmed by the Company in writing, including by quotation, email, SMS text message, WhatsApp message, invoice, or other written communication.
“Initial Term” means the minimum twelve (12) month period commencing from the date the Homecare Plan begins, unless otherwise agreed by the Company in writing.
“Location” means the property or premises where the Included Services are to be carried out.
“Quotation” means the written or electronic quotation, proposal, message, estimate, or confirmation issued by the Company setting out the Included Services, Charges, frequencies, and applicable terms of the Homecare Plan.
“Recurring Payments” means the monthly Direct Debit payments payable by the Customer throughout the duration of the Homecare Plan.
“Services” means the Included Services and any Additional Services provided by the Company under the Homecare Plan.
“Terms” means these Terms and Conditions.
1.2 References to “in writing” include communication by email, SMS text message, or other written electronic communication.
- Agreement
2.1 These Terms and Conditions apply to all Annual Homecare Plan services supplied by the Company.
2.2 A binding agreement shall be formed when the Customer accepts a Quotation, signs up to a Homecare Plan, confirms an instruction to proceed, completes a Direct Debit mandate, or permits the Company to commence Services at the Location.
2.3 The Homecare Plan is a recurring maintenance service agreement combining scheduled cleaning and maintenance services for a fixed recurring monthly payment over a minimum agreed term.
2.4 The Included Services, service frequencies, pricing, discounts, and maintenance arrangements shall be as confirmed by the Company in writing, including by quotation, email, SMS text message, WhatsApp message, invoice, or other written communication.
2.5 These Terms and Conditions shall apply to all Included Services and any Additional Services supplied under or alongside the Homecare Plan unless otherwise agreed by the Company in writing.
2.6 Where Services provided under the Homecare Plan include window cleaning, exterior cleaning, pressure washing, roof cleaning, gutter cleaning, or other specialist cleaning services, the relevant service-specific Terms and Conditions issued by the Company shall also apply in addition to these Terms.
2.7 In the event of conflict between these Terms and any service-specific Terms and Conditions, these Homecare Plan Terms shall take precedence in relation to payment obligations, minimum term commitments, cancellation provisions, and recurring service arrangements.
2.8 These Terms shall prevail over any other terms proposed by the Customer unless expressly agreed by the Company in writing.
2.9 No variation of these Terms shall be valid unless confirmed by the Company in writing.
2.10 The Company reserves the right to refuse any Homecare Plan application at its reasonable discretion.
2.11 Where the Homecare Plan is agreed remotely, online, by telephone, or at the Customer’s home, the Customer may have statutory cancellation rights under the Consumer Contracts Regulations 2013.
2.12 Subject to applicable law, the Customer may cancel the Homecare Plan within fourteen (14) days of entering into the agreement without giving any reason.
2.13 Where the Customer requests that Services commence during the cancellation period, the Customer acknowledges that:
(a) Services may begin immediately;
(b) the right to cancel may be lost once Services have been fully performed; and
(c) the Customer may remain liable to pay for any Services supplied prior to cancellation.
2.14 Nothing in these Terms and Conditions affects the Customer’s statutory rights.
- Services Provided
3.1 The Homecare Plan shall include the specific Services, service frequencies, pricing, and maintenance arrangements confirmed by the Company in writing, including by quotation, email, SMS text message, WhatsApp message, invoice, or other written communication.
3.2 Included Services may consist of recurring window cleaning, gutter vacuum clearance, fascia and soffit cleaning, exterior uPVC cleaning, conservatory cleaning, solar panel cleaning, or other agreed maintenance services, depending on the Customer’s selected Homecare Plan.
3.3 Unless expressly stated otherwise within the Quotation or written confirmation issued by the Company, the Homecare Plan applies solely to the Location where the Services are to be carried out.
3.4 The Company reserves the right to determine the most appropriate cleaning methods, equipment, chemicals, scheduling arrangements, and operational procedures necessary to safely and effectively provide the Included Services.
3.5 Service frequencies are approximate and may vary due to operational requirements, weather conditions, route optimisation, public holidays, staffing availability, equipment failure, health and safety considerations, or circumstances beyond the Company’s reasonable control.
3.6 Certain Included Services may only be carried out during suitable weather conditions or at appropriate times of year, including but not limited to gutter clearing, exterior chemical treatments, fascia cleaning, pressure washing, and similar seasonal services.
3.7 Annual or periodic services included within the Homecare Plan may be scheduled by the Company at any suitable time during the Initial Term or renewal period, provided the Company uses reasonable efforts to ensure all Included Services are completed within the applicable service cycle.
3.8 The Customer acknowledges that Included Services are provided as part of a discounted bundled maintenance agreement and are not individually priced standalone services.
3.9 Additional Services requested outside the scope of the Homecare Plan shall be subject to separate quotation and additional Charges.
3.10 The Company reserves the right to substitute equivalent cleaning methods, treatments, products, or operational procedures where reasonably necessary to complete the Services safely and effectively.
- Cleaning Schedule
4.1 The Company shall use reasonable efforts to provide the Included Services at appropriate intervals throughout the duration of the Homecare Plan.
4.2 The Customer acknowledges that service dates and attendance times are approximate only and may vary due to operational requirements, route planning, staffing availability, weather conditions, public holidays, equipment failure, vehicle issues, health and safety considerations, or other circumstances beyond the Company’s reasonable control.
4.3 The Company reserves the right to determine the timing, order, grouping, and scheduling of all Included Services in order to operate efficiently and safely.
4.4 Included Services may be carried out on different dates throughout the year and shall not necessarily be performed simultaneously or evenly spaced throughout the Initial Term.
4.5 Certain Included Services may only be carried out during suitable weather conditions or at appropriate times of year, including but not limited to exterior cleaning, gutter clearing, chemical treatments, pressure washing, and similar seasonal services.
4.6 The Company may postpone, delay, reschedule, suspend, or rearrange Services where weather conditions, freezing temperatures, high winds, heavy rain, storms, unsafe access conditions, or operational issues prevent safe or effective working.
4.7 Where Services are postponed or delayed, the Company shall use reasonable efforts to rearrange the affected Services within a reasonable timeframe.
4.8 The Company may provide SMS messages, emails, WhatsApp messages, or other reminders prior to attendance; however, such notifications are provided as a courtesy only and do not guarantee attendance on a specific date or at a specific time.
4.9 Failure by the Customer to receive, read, or respond to any reminder or notification shall not cancel or alter the scheduled Service.
4.10 The Company operates in most weather conditions where it is safe and practical to do so. Light rain or damp conditions shall not normally constitute valid grounds for cancellation or refusal of Services by the Customer.
4.11 The Customer acknowledges that Included Services form part of an ongoing annual maintenance programme and not individually booked standalone appointments.
- Initial Term and Renewal
5.1 The Homecare Plan operates on a minimum initial term of twelve (12) months commencing from the date the Homecare Plan begins, unless otherwise agreed by the Company in writing.
5.2 By entering into the Homecare Plan, the Customer agrees to maintain the recurring payment arrangement for the duration of the Initial Term.
5.3 The Homecare Plan pricing is based upon the Customer committing to the full Initial Term and receiving Included Services as part of a discounted bundled maintenance arrangement.
5.4 The Customer acknowledges that the monthly Charges payable under the Homecare Plan are discounted in comparison to equivalent standalone service pricing.
5.5 Following expiry of the Initial Term, the Homecare Plan shall continue on a rolling monthly basis unless cancelled by either party in accordance with Section 12 of these Terms and Conditions.
5.6 The Company reserves the right to review and adjust Charges following expiry of the Initial Term in accordance with Section 14 of these Terms and Conditions.
5.7 Renewal of the Homecare Plan following the Initial Term shall constitute continued acceptance of these Terms and Conditions, including any revised pricing or updated operational arrangements notified by the Company.
5.8 The Company reserves the right to refuse renewal or continuation of the Homecare Plan where reasonably necessary, including where repeated payment issues, access restrictions, unsafe conditions, unreasonable behaviour, or operational difficulties arise.
5.9 Cancellation of a Direct Debit mandate or failure to make Recurring Payments shall not automatically terminate the Homecare Plan agreement.
- Payments
6.1 Direct Debit shall be the standard and mandatory method of payment for all Homecare Plans unless otherwise agreed by the Company in writing.
6.2 The Customer shall maintain an active and valid Direct Debit mandate for the duration of the Homecare Plan.
6.3 Recurring Payments shall be collected monthly in advance or arrears as determined by the Company and confirmed to the Customer at the commencement of the Homecare Plan.
6.4 The Customer acknowledges that the monthly Charges payable under the Homecare Plan are calculated across the duration of the Initial Term and are not directly linked to the number or timing of Services completed within any individual month.
6.5 Included Services may be provided at varying points throughout the year, and the timing or value of Services completed during any given month shall not affect the Recurring Payments due under the Homecare Plan.
6.6 The Customer shall remain liable for all Recurring Payments throughout the Initial Term regardless of temporary delays, weather disruption, rescheduling, or operational rearrangement of Included Services, provided the Company continues to make reasonable efforts to deliver the Services within the maintenance cycle.
6.7 All Charges are inclusive of Value Added Tax (VAT) where applicable unless otherwise stated.
6.8 Additional Services requested outside the scope of the Homecare Plan shall be invoiced separately and may require payment prior to commencement.
6.9 The Company reserves the right to require advance payment, staged payment, or immediate settlement of outstanding balances before carrying out Additional Services.
6.10 The Customer should notify the Company promptly of any payment or service concern and allow reasonable opportunity for investigation. Nothing in these Terms affects any rights the Customer may have under the Direct Debit Guarantee.
6.11 Failure to maintain valid payment arrangements may result in suspension of Services, removal from scheduled maintenance routes, withdrawal of discounted pricing, or termination of the Homecare Plan.
6.12 Included Services, discounts, or benefits not used due to Customer-related access issues, cancellation, refusal, or failure to provide required access shall not be redeemable for cash, credit, or alternative services unless agreed by the Company in writing.
- Failed Payments and Debt Recovery
7.1 Where a Direct Debit payment fails, is cancelled, reversed, declined, or remains unpaid, the Company reserves the right to apply a reasonable administration charge of up to ten pounds (£10.00) in relation to failed payments or unsuccessful collection attempts.
7.2 The Company reserves the right to suspend further Services immediately where any Recurring Payment remains outstanding.
7.3 Where payments remain overdue, the Company reserves the right to remove the Customer from scheduled maintenance routes, suspend discounted pricing, postpone Included Services, or terminate the Homecare Plan.
7.4 The Customer acknowledges that cancellation of a Direct Debit mandate does not cancel the Homecare Plan agreement or remove the Customer’s obligation to pay Charges due under these Terms and Conditions.
7.5 Interest may be charged on overdue balances at a rate of eight percent (8%) above the Bank of England base rate, calculated daily from the due date until payment is received in full.
7.6 Where payment remains outstanding following reasonable reminders, the Company reserves the right to refer the outstanding balance to a Debt Collection Agency or pursue recovery through legal proceedings.
7.7 The Customer shall be liable for all reasonable costs incurred by the Company in recovering outstanding balances, including administration costs, collection fees, tracing fees, legal costs, and court fees.
7.8 Where the Homecare Plan is terminated due to failed or cancelled payments during the Initial Term, the Company reserves the right to immediately recover any applicable Early Cancellation Charges in accordance with Section 13 of these Terms and Conditions.
7.9 The Company reserves the right to refuse future Services, quotations, maintenance plans, or recurring service arrangements where previous payment defaults or debt recovery action have occurred.
7.10 The Homecare Plan applies only to the Location confirmed at the time of inception. If the Customer moves property, the Homecare Plan shall not automatically transfer. The Company may, at its discretion, permit transfer to a new property subject to inspection, revised pricing, operational suitability, and written confirmation.
- Customer Responsibilities
8.1 The Customer shall ensure safe, lawful, and unobstructed access to all areas required for the delivery of the Included Services at the Location.
8.2 The Customer shall ensure that gates are unlocked, access routes are clear, and any necessary permissions for access are available at the scheduled time of attendance.
8.3 The Customer shall ensure that all pets are secured and adequately controlled prior to the commencement of Services.
8.4 The Company shall not be responsible for moving obstacles, furniture, vehicles, plant pots, decorations, tools, toys, equipment, or similar items that restrict access to working areas.
8.5 The Customer shall ensure that all windows, doors, vents, skylights, and other openings are securely closed prior to the commencement of Services. The Company shall not be liable for water ingress or internal damage caused by openings being left open.
8.6 The Customer shall ensure that all areas requiring access are free from hazards including, but not limited to, animal fouling, unsafe surfaces, loose materials, electrical hazards, or dangerous obstructions.
8.7 The Customer shall ensure suitable parking access is available where reasonably required for the safe and effective delivery of Services. Where parking restrictions apply, the Customer shall provide permits or make suitable arrangements where necessary.
8.8 The Customer shall notify the Company prior to commencement of the Services of any known fragile surfaces, defective areas, drainage issues, access restrictions, sensitive materials, specialist coatings, or other conditions that may affect the safe delivery of the Services.
8.9 The Customer shall ensure that suitable water and electricity supplies are available where reasonably required for the provision of the Included Services.
8.10 Failure by the Customer to comply with this Section may result in delays, incomplete Services, additional Charges, suspension of Services, or application of missed visit Charges.
8.11 The Customer acknowledges that the Company schedules Homecare Plan Services across operational routes and maintenance cycles, and repeated access issues or failed visits may affect ongoing eligibility for the Homecare Plan.
- Access Restrictions, Missed Visits and Unsafe Conditions
9.1 Where the Company attends the Location and is unable to complete the Included Services due to restricted access, locked gates, obstructed working areas, unsafe conditions, unsecured animals, lack of parking, unavailable utilities, or other circumstances outside the Company’s reasonable control, the Company reserves the right to treat the visit as a missed visit.
9.2 Where a missed visit occurs due to Customer-related access restrictions or failure to provide safe access, the Company reserves the right to charge a reasonable missed visit fee or the applicable scheduled service value to cover allocated labour, travel, scheduling, and operational costs.
9.3 Where only part of the Included Services can be completed due to access restrictions or operational limitations outside the Company’s control, the Company reserves the right to apply a reasonable charge reflecting the scheduled labour, travel, allocated route time, and operational costs associated with the visit.
9.4 The Company reserves the right to postpone, suspend, or refuse Services where, in its reasonable opinion, conditions at the Location present a health and safety risk or create an unreasonable risk of damage or injury.
9.5 Unsafe conditions may include, but are not limited to:
- aggressive animals
- hazardous surfaces
- unsafe access routes
- dangerous weather conditions
- exposed electrical hazards
- structural instability
- abusive or threatening behaviour
9.6 Repeated missed visits, restricted access, unsafe conditions, or operational difficulties may result in:
- removal from scheduled maintenance routes
- rescheduling delays
- additional Charges
- withdrawal of discounted pricing
- suspension or termination of the Homecare Plan
9.7 Where Included Services are repeatedly missed, delayed, or prevented due to Customer-related access issues, the Company reserves the right to treat future visits as first cleans or heavily neglected cleans and apply revised Charges accordingly.
9.8 The Customer acknowledges that recurring maintenance pricing under the Homecare Plan is based upon reasonable ongoing access being consistently available to the Company.
9.9 The Company shall not be liable for delays or incomplete Services resulting from access restrictions or operational issues outside the Company’s reasonable control.
- Additional Services and Member Discounts
10.1 The Homecare Plan includes only the specific Included Services confirmed by the Company in writing at the commencement of the agreement.
10.2 Any services requested outside the scope of the Included Services shall be treated as Additional Services and may be subject to separate quotation and additional Charges.
10.3 From time to time, the Company may offer Homecare Plan Customers discounted pricing on selected Additional Services.
10.4 Any discounts offered under the Homecare Plan:
- apply solely at the Company’s discretion
- apply only to eligible services
- cannot be exchanged for cash or credit
- cannot be transferred to third parties or other properties
- may be withdrawn or amended by the Company at any time upon reasonable notice
10.5 Unless expressly agreed in writing, discounts available under the Homecare Plan:
- do not apply to subcontracted works
- do not apply to specialist restoration services
- do not apply to repair works
- do not apply to emergency call-outs
- cannot be combined with other promotional offers or discounts
10.6 Additional Services carried out under discounted member pricing remain subject to the Company’s applicable service-specific Terms and Conditions.
10.7 The Company reserves the right to refuse, postpone, or withdraw discounted Additional Services where, in its reasonable opinion:
- the property condition is unsuitable
- specialist treatment is required
- access restrictions exist
- operational limitations arise
- the requested work presents elevated risk
10.8 The Customer acknowledges that discounted pricing offered under the Homecare Plan forms part of the overall bundled maintenance arrangement and is conditional upon the Customer maintaining the Homecare Plan in accordance with these Terms and Conditions.
10.9 Where the Homecare Plan is terminated during the Initial Term, the Company reserves the right to withdraw any previously applied member discounts and recalculate Charges using the Company’s standard standalone pricing structure.
- Property Condition and Liability
11.1 The Company shall exercise reasonable care and skill in the provision of the Included Services and any Additional Services carried out under the Homecare Plan.
11.2 The Customer acknowledges that cleaning and maintenance services may expose pre-existing defects, deterioration, weaknesses, staining, or damage that were previously concealed by dirt, moss, algae, debris, weathering, or contamination.
11.3 The Company shall not be liable for damage resulting from:
- pre-existing defects
- structural weakness
- poor maintenance
- defective installation
- age-related deterioration
- weakened materials
- failed seals
- loose fittings
- hidden defects
- surface degradation
11.4 The Company shall not be liable for water ingress caused by:
- defective seals
- structural deficiencies
- open windows, vents, or doors
- deteriorated pointing
- damaged roofing materials
- existing property defects
11.5 Certain Included Services may involve the use of:
- purified water systems
- pressure washing equipment
- chemical treatments
- ladders
- access equipment
- hoses
- gutter vacuum systems
- roof access equipment
and the Customer acknowledges that such Services inherently involve operational risks despite reasonable precautions being taken.
11.6 The Company shall not be liable for damage to fragile materials or surfaces where failure occurs due to age, brittleness, deterioration, environmental exposure, structural weakness, or improper installation.
11.7 Fragile or specialist surfaces may include, but are not limited to:
- conservatory roofs
- skylights
- roof windows
- polycarbonate panels
- decorative trims
- solar panels
- aged uPVC
- specialist coatings
- weakened render or cladding
11.8 The Company shall not be liable for changes in surface appearance, exposure of underlying defects, uneven weathering, staining variation, or colour differences revealed following cleaning or treatment.
11.9 Any claim relating to alleged damage or dissatisfaction with the Services must be reported to the Company within forty-eight (48) hours of completion of the relevant Service.
11.10 The Customer acknowledges that Homecare Plan Services are maintenance-based services intended to preserve and improve the condition of surfaces over time and do not guarantee restoration to “as new” condition.
11.11 Nothing within these Terms and Conditions shall exclude or limit liability for death or personal injury caused by negligence or any other liability which cannot lawfully be excluded under English law.
- Cancellation and Suspension
12.1 The Customer may cancel the Homecare Plan by providing written notice to the Company by email, SMS text message, WhatsApp message, or other written communication.
12.2 During the Initial Term, cancellation by the Customer shall constitute early termination of the Homecare Plan and may result in Early Cancellation Charges in accordance with Section 13 of these Terms and Conditions.
12.3 Following expiry of the Initial Term, the Homecare Plan may be cancelled by either party by providing not less than twenty-eight (28) days written notice prior to the next scheduled Recurring Payment date.
12.4 Verbal or in-person communication alone shall not constitute valid cancellation unless subsequently confirmed by the Company in writing.
12.5 Cancellation of a Direct Debit mandate shall not automatically cancel the Homecare Plan agreement.
12.6 The Company reserves the right to suspend, postpone, or terminate the Homecare Plan immediately where:
- payments remain overdue
- repeated access issues occur
- unsafe conditions exist
- abusive or threatening behaviour occurs
- operational difficulties make continuation impractical
- the Customer breaches these Terms and Conditions
12.7 The Company reserves the right to temporarily suspend Services due to:
- severe weather conditions
- operational disruption
- staff illness
- equipment failure
- vehicle breakdown
- health and safety concerns
- circumstances beyond the Company’s reasonable control
without such suspension constituting breach of contract.
12.8 Temporary suspension of Services by the Company shall not automatically suspend the Customer’s obligation to maintain Recurring Payments where the Company continues to operate the Homecare Plan and intends to resume Services within a reasonable timeframe.
12.9 The Company may, at its discretion, agree to temporarily pause or freeze a Homecare Plan due to exceptional personal circumstances; however:
- any such arrangement must be confirmed in writing
- the Company is under no obligation to offer suspension periods
- the Initial Term may be extended accordingly
12.10 Upon termination or cancellation of the Homecare Plan, all outstanding balances, Charges, administration fees, and applicable Early Cancellation Charges shall become immediately due and payable.
- Early Cancellation Charges
13.1 The Customer acknowledges that the Homecare Plan is provided at discounted bundled pricing based upon completion of the full Initial Term.
13.2 Where the Customer cancels or the Homecare Plan ends before expiry of the Initial Term due to the Customer’s breach, non-payment, or cancellation, the Company may recalculate the value of Services already provided using standard standalone pricing and recover any shortfall between that value and the Recurring Payments already received.
13.3 The Customer acknowledges that Included Services completed prior to cancellation may exceed the value of Recurring Payments made at the point of cancellation due to the annualised pricing structure of the Homecare Plan.
13.4 Where the value of completed Services exceeds the total amount paid by the Customer at the date of cancellation, the Company reserves the right to invoice the difference immediately.
13.5 Standalone pricing shall be determined using the Company’s standard pricing structure applicable at the time the relevant Services were carried out.
13.6 The Company reserves the right to deduct any amounts already paid by the Customer from the recalculated standalone service total before issuing a final balance invoice.
13.7 Early Cancellation Charges shall become immediately due upon termination of the Homecare Plan.
13.8 The Company reserves the right to pursue recovery of unpaid Early Cancellation Charges through debt recovery procedures or legal action where necessary.
13.9 The Company may, entirely at its discretion, reduce, waive, or negotiate Early Cancellation Charges in exceptional circumstances; however, the Company shall be under no obligation to do so.
- Price Reviews
14.1 The Company reserves the right to review and adjust the Charges payable under the Homecare Plan periodically to reflect changes in operational costs, service requirements, inflation, staffing costs, fuel costs, material costs, equipment costs, taxation, or other commercial factors.
14.2 The Company may also review and adjust Charges where:
- the condition of the property materially changes
- additional structures or surfaces are added
- access restrictions arise
- service scope increases
- the level of soiling or maintenance requirements materially increases
14.3 The Company shall provide reasonable notice of any revised Charges prior to the revised pricing taking effect.
14.4 Continued use of the Homecare Plan following notification of revised Charges shall constitute acceptance of the revised pricing unless the Customer cancels the Homecare Plan in accordance with Section 12 of these Terms and Conditions.
14.5 Where Charges are reviewed during the Initial Term, the Company shall provide reasonable notice. If the increase is material and not caused by taxation, regulatory change, property condition, access issues, or agreed service changes, the Customer may cancel before the revised Charges take effect without Early Cancellation Charges.
14.6 The Company reserves the right to withdraw specific discounts, offers, promotional benefits, or Additional Service reductions forming part of the Homecare Plan upon reasonable notice.
14.7 Minor pricing adjustments arising from taxation changes, regulatory requirements, or banking/payment processing costs may be applied immediately where required by law or operational necessity.
- Complaints and Rectification
15.1 If the Customer is dissatisfied with the quality of any Included Service or Additional Service provided under the Homecare Plan, the Customer must notify the Company within forty-eight (48) hours of completion of the relevant Service.
15.2 Notification of complaints may be made by email, SMS text message, WhatsApp message, telephone call, or other reasonable written communication.
15.3 Where the Company determines that remedial work is appropriate, the Company shall use reasonable efforts to return and rectify the affected areas within a reasonable timeframe.
15.4 The Company’s obligation in relation to complaints shall be limited to reasonable remedial cleaning or rectification of the affected area where appropriate.
15.5 Refunds shall not normally be issued for completed Services where reasonable remedial work has been offered by the Company.
15.6 The Company shall not be responsible for complaints arising from:
- pre-existing defects
- permanent staining
- structural issues
- weather conditions
- environmental contamination
- neighbouring works
- drainage defects
- surface deterioration
- issues occurring after completion of the Services
15.7 The Company shall not be liable for contamination or reduced appearance occurring after completion of the Services due to:
- rainfall
- dust
- pollen
- algae regrowth
- nearby construction
- vehicle traffic
- environmental conditions
- normal wear and weathering
15.8 The Customer acknowledges that Homecare Plan Services are maintenance-based services intended to improve and maintain surface condition over time rather than provide permanent restoration.
15.9 Failure by the Customer to report dissatisfaction within the timeframe specified in this Section may result in the Company being unable to investigate or rectify the issue, and the Company reserves the right to refuse late claims accordingly.
- Insurance
16.1 The Company maintains Public Liability Insurance in connection with the Services provided under the Homecare Plan.
16.2 The Company shall maintain such insurance cover as it reasonably considers appropriate for the nature of the Services being provided.
16.3 Copies of insurance documentation may be provided to the Customer upon reasonable request.
16.4 Nothing within these Terms and Conditions shall invalidate or restrict any liability that cannot lawfully be excluded under applicable law.
- Data Protection
17.1 The Company shall process personal data in accordance with applicable UK data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
17.2 Customer information may be collected, stored, and processed for legitimate business purposes including:
- scheduling
- route planning
- communication
- quotation preparation
- payment processing
- Direct Debit administration
- service delivery
- customer records
- complaint handling
- debt recovery
- marketing and promotional activity where appropriate
17.3 The Company may communicate with the Customer by:
- telephone
- SMS text message
- invoicing systems
- automated reminder systems
- other reasonable communication methods
for operational and service-related purposes.
17.4 Customer information shall not be sold to third parties.
17.5 The Company may share Customer information with third parties where reasonably necessary for:
- payment processing
- Direct Debit administration
- accounting services
- software systems
- debt recovery
- legal compliance
- insurance matters
- operational subcontractors
- regulatory requirements
17.6 The Customer acknowledges that photographs, videos, and images of the property exterior may be taken before, during, or after Services for:
- condition recording
- quality control
- staff training
- insurance support
- dispute resolution
- marketing and promotional purposes
in accordance with the Company’s operational procedures.
17.7 Reasonable efforts shall be made to avoid capturing identifiable individuals or sensitive personal information within photographs or videos; however, this cannot be guaranteed in all circumstances.
17.8 Where the Customer does not wish photographs or videos of the property exterior to be used for marketing purposes, the Customer must notify the Company in writing prior to commencement of the Services.
17.9 The Customer may opt out of marketing communications at any time by notifying the Company in writing.
- Force Majeure
18.1 The Company shall not be liable for any failure to perform, delay in performing, postponement, suspension, or interruption of the Services where such circumstances arise from events beyond the Company’s reasonable control.
18.2 Events beyond the Company’s reasonable control may include, but are not limited to:
- severe weather conditions
- storms
- flooding
- freezing temperatures
- high winds
- fire
- accident
- illness
- labour shortages
- staff absence
- vehicle breakdown
- equipment failure
- fuel shortages
- road closures
- utility failure
- acts of third parties
- government restrictions
- public health restrictions
- industrial disputes
- natural disasters
- civil unrest
- acts of terrorism
- any event preventing the safe or practical delivery of the Services
18.3 Where Services are delayed, suspended, or prevented due to such events, the Company shall use reasonable efforts to rearrange or resume the Services within a reasonable timeframe.
18.4 Temporary interruption, postponement, or rearrangement of Services resulting from Force Majeure events shall not constitute breach of contract by the Company.
18.5 The Customer acknowledges that the Homecare Plan operates as an ongoing annual maintenance arrangement and that occasional delays, route changes, or temporary disruption may occur due to operational and environmental factors outside the Company’s reasonable control.
18.6 The Customer shall remain liable for Recurring Payments during temporary periods of disruption or delay provided the Company continues to operate the Homecare Plan and uses reasonable efforts to resume the affected Services within a reasonable timeframe.
- General Provisions
19.1 These Terms and Conditions constitute the entire agreement between the Company and the Customer relating to the Homecare Plan and supersede any previous discussions, representations, understandings, or agreements relating to the Services.
19.2 No verbal statement, representation, or promise made by the Company or its representatives shall form part of the agreement unless confirmed in writing by the Company.
19.3 The Company reserves the right to subcontract, assign, or delegate any part of the Services where reasonably necessary for operational purposes.
19.4 The Customer may not assign, transfer, or otherwise transfer the benefit of the Homecare Plan to another person, business, or property without the Company’s prior written consent.
19.5 If any provision of these Terms and Conditions is found by a court or competent authority to be invalid, unlawful, or unenforceable, the remaining provisions shall remain valid and enforceable to the fullest extent permitted by law.
19.6 Failure by the Company to enforce any provision of these Terms and Conditions at any time shall not constitute a waiver of the Company’s right to enforce that provision at a later date.
19.7 The headings used within these Terms and Conditions are for convenience only and shall not affect interpretation.
19.8 References to legislation or statutory provisions shall include any amendment, replacement, or re-enactment of such legislation from time to time.
19.9 These Terms and Conditions shall be governed by and interpreted in accordance with the laws of England and Wales.
19.10 Any dispute arising under or in connection with these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales.
