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