Fresh 4U London – Terms & Conditions

Last updated: 12/09/20

These Terms & Conditions apply to all services provided by Fresh 4U London (“we”, “us”, “our”). By booking any service, the Client (“you”) confirms full acceptance of these Terms without exception.

1. BOOKINGS & CONFIRMATION

1.1 All bookings must be made through our approved booking channels and are subject to availability.

1.2 A booking is only confirmed once full payment has been received and written confirmation has been issued by Fresh 4U London.

1.3 We do not hold provisional bookings, unpaid appointments, or verbal agreements.

1.4 We reserve the right to refuse or cancel any booking that does not meet our service standards or policies.

2. PAYMENTS – STRICTLY UPFRONT (NON-NEGOTIABLE)

2.1 All services must be paid in full in advance.
We do not attend, commence, or reserve appointments without cleared payment.

2.2 We do not accept deposits, partial payments, payment after service, instalments, or cash on completion under any circumstances.

2.3 Failure to complete payment within the stated timeframe will result in automatic cancellation without notice.

2.4 Booking our services confirms acceptance of this upfront payment policy.

3. PRICING INTEGRITY & NON-NEGOTIATION

3.1 All prices are fixed, intentional, and non-negotiable.

3.2 We do not price-match, bargain, discount, or adjust pricing based on competitor rates, personal circumstances, or perceived simplicity of the job.

3.3 Pricing discussions are limited to confirming service scope only — not negotiating cost.

3.4 Clients seeking budget services, flexible pricing, or negotiation are not the right fit for our business.

4. DISCOUNTS & PROMOTIONS

4.1 Fresh 4U London does not offer discounts by request.

4.2 Discounts are offered solely at our discretion and only under the following conditions:

• Approved recurring service agreements

• Limited-time promotions initiated by Fresh 4U London

4.3 One-off services, deep cleans, end-of-tenancy cleans, and first-time bookings are not eligible for discounts.

4.4 Requests for unauthorised discounts may result in refusal of service.

5. CANCELLATIONS & RESCHEDULING

5.1 Cancellations must be made at least 48 hours before the scheduled start time.

5.2 Cancellations within:

• 48–24 hours: 50% of service cost charged

• Less than 24 hours: 100% of service cost charged

5.3 Rescheduling with less than 24 hours’ notice will incur a £30 rescheduling fee.

5.4 Repeated cancellations or rescheduling may result in termination of service.

6. LATE ARRIVALS, NO-ACCESS & WAITING FEES

6.1 The scheduled start time is fixed and agreed in advance.

6.2 If our cleaner arrives and the Client is not present or access is unavailable, a £50 late arrival fee applies.

6.3 If access cannot be obtained (no keys, codes, concierge refusal), the booking will be treated as completed and charged in full.

6.4 Waiting time beyond 10 minutes is charged at £10 per 10 minutes.

6.5 Providing access (keys, key safe, concierge arrangements) is the Client’s responsibility.

7. CLIENT-PROVIDED EQUIPMENT

7.1 Clients must provide basic household cleaning equipment, including:

• A working vacuum cleaner (hoover)

• Mop and bucket

• Step ladder (where required for high or hard-to-reach areas)

7.2 All equipment must be safe, functional, and suitable for domestic use.

7.3 We are not responsible for reduced scope, delays, or incomplete work due to missing or faulty equipment.

7.4 If required equipment is unavailable, we reserve the right to:

• Adjust the scope of work, or

• Proceed where possible without refund, or

• Terminate the service if safe working conditions are not met

8. CLEANING PRODUCTS

8.1 Clients are expected to provide their own cleaning products suitable for their property and surfaces.

8.2 If cleaning products are not provided, Clients may add Cleaning Products Supply to their booking in advance for an additional fee.

8.3 Same-day requests for cleaning products are subject to availability and may not be accommodated.

8.4 We do not use unapproved or hazardous substances. Surface-specific requirements must be disclosed in advance.

9. PROPERTY READINESS & CONDITION

9.1 Properties must be reasonably prepared prior to service, including:

• Clear floors and surfaces

• Secure pets

• Safe, accessible working areas

9.2 A Clutter Fee of £100 minimum applies where excessive clutter prevents normal cleaning.

9.3 If a property is unsafe, unhygienic, misrepresented, or excessively neglected, we reserve the right to:

• Adjust scope

• Apply a Condition Fee (£50 minimum)

• Terminate the service without refund

9.4 We do not clean hazardous materials, biohazards, bodily fluids, or extreme neglect unless agreed in writing.

Condition & Scope of Service

Our End of Tenancy and Standard Deep Cleans cover general household cleaning and standard levels of dirt and use.

Services do not include restoration work or extreme cleaning cases, including but not limited to:

• Heavy carbon build-up

• Severe grease accumulation

• Thick limescale deposits

• Excessive mould

• Biohazard contamination

• Neglect-level grime

If such conditions are discovered during the service, work may be paused and the client will be notified. Additional time, labour, specialist products, and charges may apply. In some cases, a separate booking may be required.

All areas must be empty and accessible at the time of service. Rooms or areas not reported or accessible will not be included in the allocated cleaning timeframe and may require a separate quotation.

10. SCOPE OF WORK & ADDITIONAL TASKS

10.1 Services are provided strictly within the agreed scope.

10.2 Additional tasks requested on the day are subject to availability and additional charges.

10.3 Scope creep (“can you just…”) is not included and may be declined.

11. CLIENT CONDUCT & CLEANER PROTECTION

11.1 Clients must treat all staff with professionalism and respect.

11.2 Aggressive, abusive, inappropriate, discriminatory, or intimidating behaviour will result in immediate termination of service without refund.

11.3 Cleaners have the right to leave the property if they feel unsafe, disrespected, or pressured beyond agreed scope.

11.4 Fresh 4U London operates a zero-tolerance policy toward harassment or boundary violations.

12. DAMAGES & LIABILITY

12.1 We are fully insured.

12.2 Any damage claims must be reported within 24 hours of service completion.

12.3 We are not liable for:

• Pre-existing damage

• Normal wear and tear

• Undisclosed fragile items

• Improperly installed or unsecured items

12.4 Our liability is limited to the value of the service provided.

13. LATE PAYMENTS & CHARGEBACKS

13.1 Late payments will incur:

• £20 after 7 days

• £40 after 14 days

13.2 Outstanding balances may be referred for collection, with recovery costs charged to the Client.

13.3 Unjustified chargebacks or payment disputes constitute a breach of contract.

14. TERMINATION OF SERVICE

14.1 We reserve the right to refuse or terminate services for:

• Policy violations

• Unsafe conditions

• Repeated cancellations

• Disrespectful conduct

14.2 Termination does not entitle the Client to a refund.

15. CONSUMER RIGHTS

15.1 Clients retain statutory rights under UK consumer law.

15.2 Where services are performed within the 14-day cooling-off period at the Client’s request, cancellation rights may not apply.

16. GOVERNING LAW

16.1 These Terms are governed by the laws of England and Wales.

16.2 Any disputes shall be subject to the exclusive jurisdiction of English courts.

17. ACCEPTANCE OF TERMS

17.1 Booking any service confirms that the Client has read, understood, and accepted these Terms & Conditions in full.

17.2 No exceptions apply.

X. Key Handling Policy

1. Client-Provided Access Only
   (Fresh 4U London) does not handle or store keys on behalf of clients unless the client specifically provides keys directly to the assigned cleaner before the service date. The cleaner will return the key to the client immediately upon completion of the service.

2. Access Responsibility
   Clients must ensure that the cleaner has access to the property at the scheduled appointment time. Failure to provide access (including keys, codes, concierge arrangements, or similar access tools) may result in the booking being treated as completed and charged in full.

3. Security & Liability
   Clients understand that key handling is accepted at their discretion. Freshly You is not responsible for loss, theft, damage, or misplacement of keys during key handling unless negligence can be demonstrated.

Y. Cleaner Gender Preference

1. Optional Preference
   Clients may state a preference for a male cleaner, female cleaner, or no preference at the time of booking. This must be communicated in writing (booking notes, email, or booking form).

2. No Preference Specified
   If no gender preference is provided at booking, Fresh 4u London may assign any available cleaner regardless of gender. Clients accept this when confirming a booking.

3. Assignment Charges
   If a client requests a specific gender cleaner after a booking has been confirmed, an additional assignment fee may apply. This fee is equal to 20% of the service cost and is charged to accommodate re-scheduling or reassignment of personnel. This ensures fairness to cleaners and protects scheduling integrity.

Z. Equal Treatment and Anti-Discrimination

1. Equality Commitment
   Fresh 4u London is committed to equal treatment of all cleaners and clients regardless of gender, age, ethnicity, religion, sexual orientation, or other protected characteristics under UK law. While we respect client comfort and preferences, we ensure that no cleaner is disadvantaged based on protected characteristics.

2. Preference Requests
   Gender preference requests will be accommodated where possible, provided they are communicated in advance. Such requests do not guarantee specific cleaner assignment but are considered to improve client comfort.

Fresh 4U London operates a structured, professional, non-negotiable service model designed for clients who value high standards, reliability, and clear boundaries.