FM Complete Cleaning Services – Terms & Conditions
1. Agreement
By accepting a quotation, estimate or booking our services, the customer enters into a legally binding agreement with FM Complete Cleaning Services for the agreed works and stated price. Any deposits paid are non-refundable should the customer cancel the booking.
2. Workmanship & Warranties
FM Complete Cleaning Services takes pride in delivering professional, high-quality workmanship. Any warranties provided are limited to those offered by the manufacturers of products, equipment or treatments used during the service.
Any concerns regarding the completed work must be reported within **24 hours** of completion to allow us the opportunity to inspect and, where appropriate, rectify any genuine workmanship issues.
3. Water & Electricity Supply
For exterior cleaning services, the customer agrees to provide reasonable access to an on-site water supply and electricity where required, at no additional cost.
Where these are unavailable, FM Complete Cleaning Services reserves the right to apply additional charges where alternative arrangements are necessary or to reschedule the appointment.
4. Cleaning Results
Cleaning results will vary depending on the age, condition, material, previous maintenance and environmental factors affecting the surface or item being cleaned.
Whilst every effort is made to achieve the best possible finish, FM Complete Cleaning Services cannot guarantee the complete removal of:
* Permanent staining
* Oil stains
* Rust staining
* Paint
* Tree sap
* Artillery fungus
* Tannin staining
* Efflorescence
* Limescale
* Heavy oxidation
* Mould embedded within materials
* Deep organic staining
* Permanent odours
* Other forms of permanent discolouration
5. Customer Responsibilities
Customers are responsible for ensuring:
* Safe access to all working areas.
* Children and pets remain away from working areas.
* Vehicles are moved before our arrival where required.
* Valuables, jewellery, cash and important documents are secured.
* Fragile or sentimental items are safely stored before work begins.
For exterior cleaning, the removal of garden furniture, pots, BBQs, decorations and other movable items remains the customer's responsibility unless agreed otherwise.
Pets must be secured throughout the visit for the safety of both our staff and your animals.
6. Interior Cleaning
Interior cleaning services are completed to the agreed specification only.
Unless specifically included within the quotation, our services do not include:
* Carpet cleaning
* Upholstery cleaning
* Pest control
* Mould remediation
* Specialist stain removal
* Heavy lifting
* External window cleaning
* Maintenance or repair work
*Loading/unloading of dishwasher
*Putting away cutlery, crockery (including bowls and plates), glassware, cookware or utensils
*Washing up
Deep cleans, end of tenancy cleans and holiday let changeovers are intended to restore cleanliness but cannot return worn, damaged or permanently stained fixtures or furnishings to an as-new condition.
Lightweight furniture may be moved where practical. Heavy furniture, white goods and large items will not be moved unless agreed beforehand.
FM Complete Cleaning Services accepts no liability for damage caused whilst moving customer furniture or for areas that cannot be cleaned due to restricted access.
7. Holiday Let Changeovers
Holiday let properties must be vacant and accessible at the agreed appointment time.
Where linen changes are included, clean linen must be supplied unless otherwise agreed.
Late guest departures, inaccessible properties or missing linen may result in delays or additional charges.
8. Exterior Cleaning
Services including window cleaning, gutter clearing, roof cleaning, soft washing, pressure washing, sanding, sealing, chemical treatments, repointing and biocide applications are only included where specifically stated within the quotation.
First-time window cleans may result in spotting due to oxidised frames, previously applied chemicals or residue trapped within seals. This normally improves after subsequent maintenance cleans.
Oxidation, faded uPVC and weathered surfaces cannot always be restored completely.
9. Chemical Treatments
Where detergents, biocides or specialist cleaning chemicals are applied, results may continue improving for several days or weeks after treatment.
Customers should avoid rinsing treated areas unless instructed otherwise.
Some products require curing or drying time before normal use.
10. Repointing, Jointing & Surface Residue
Where repointing or jointing work is carried out, failed material will be removed as far as reasonably practical before new material is installed.
Due to movement, settlement, weather conditions, structural movement or previous installation defects, future cracking or joint failure cannot be guaranteed against.
Colour differences between old and new materials are normal.
Some jointing compounds, detergents and sealers may leave temporary residue or haze during curing. This will normally weather away naturally.
Customers should avoid walking or driving on newly pointed or sealed areas until advised.
11. Existing Damage & Liability
FM Complete Cleaning Services cannot accept responsibility for damage resulting from pre-existing defects, wear and tear, poor installation or lack of maintenance.
This includes but is not limited to:
* Loose pointing
* Cracked paving
* Loose tiles
* Weak render
* Flaking paint
* Rotten timber
* Failed sealants
* Blocked drainage
* Water ingress
* Loose guttering
* Damaged fascias or soffits
* Failed window seals
* Worn flooring
* Damaged carpets
* Worn upholstery
* Existing scratches or defects
12. Payments
Payment terms will be stated on the quotation or invoice.
Unless agreed otherwise in writing, payment is due immediately upon completion of the work.
Late payments may incur:
* Interest
* Administration charges
* Debt recovery costs
* Legal costs where applicable
13. Scheduling, Access, Holidays & Cancellations
Appointments remain subject to weather conditions and circumstances beyond our control.
FM Complete Cleaning Services reserves the right to rearrange appointments where necessary.
Customers should provide as much notice as possible if cancelling or amending a booking.
Customer Holidays
We understand that customers take holidays. For regular cleaning customers, we are happy to waive charges for scheduled cleans missed during up to four weeks per year, provided at least five days’ notice is given before each affected booking.
Holiday absences exceeding four weeks per year may remain chargeable.
Cancellations & Amendments
Cancellations or amendments, including requests to reschedule, made within five days of the scheduled appointment, but more than 24 hours beforehand, will incur a charge of 50% of the agreed booking price.
Cancellations or amendments made 24 hours or less before the scheduled appointment will incur a charge of 100% of the agreed booking price.
These notice requirements also apply to holiday-related cancellations and amendments.
Deposits are non-refundable. Any deposit retained will count towards the applicable cancellation or amendment charge.
If our team arrives and cannot gain access, or the property is not ready for the agreed work, we reserve the right to charge a call-out fee or the full appointment cost where the visit cannot proceed.
14. Satisfaction Guarantee
FM Complete Cleaning Services is committed to delivering a high standard of workmanship.
If you are dissatisfied with any aspect of the work, you must notify us within **24 hours** of completion.
We will be given a reasonable opportunity to inspect and rectify any genuine workmanship issues before any third party is instructed or any claim for reimbursement is made.
Refunds will not be issued where:
* Cleaning limitations were explained beforehand.
* Expected results were discussed before work commenced.
* The customer refuses access for us to inspect or rectify the issue.
* A third party has undertaken further work before we have inspected the original work.
15. Photography
FM Complete Cleaning Services may take photographs before, during and after work for insurance, training, quality control and marketing purposes.
No personal information or identifying features of the customer will be intentionally published.
Customers who do not wish photographs of their property to be used for marketing should notify us before work begins.
16. Right to Refuse or Terminate Service
FM Complete Cleaning Services reserves the right to refuse, postpone or terminate any service where:
* Working conditions are unsafe.
* Access is restricted.
* Staff are subjected to abusive, threatening, intimidating, discriminatory or aggressive behaviour.
* Illegal activity is suspected.
* The work differs significantly from the agreed quotation.
* Unexpected circumstances arise which may cause damage, injury or an unsatisfactory outcome.
* Information affecting the safe completion of the work has been withheld.
Where work is postponed or terminated for any of the above reasons, the customer remains liable for payment for work completed, materials used, call-out charges and any non-recoverable costs incurred.
Our staff reserve the right to leave the property immediately if they feel unsafe.
17. Force Majeure
FM Complete Cleaning Services shall not be liable for delays or failure to carry out services due to circumstances beyond our reasonable control, including but not limited to:
* Severe weather
* Flooding
* High winds
* Extreme temperatures
* Road closures
* Vehicle breakdowns
* Equipment failure
* Supplier delays
* Water supply interruptions
* Power outages
* Illness
* Accidents
* Other unforeseen events
Where possible, appointments affected by such circumstances will be rearranged as soon as reasonably practicable.
18. Insurance
FM Complete Cleaning Services carries Public Liability Insurance. Details are available upon request.
19. Complaints
Any complaints must be submitted within **24 hours** of completion.
We will investigate all genuine concerns promptly and, where appropriate, arrange a suitable resolution.
20. Personalised Items – Returns & Refunds
Items made to your specifications or clearly personalised are exempt from the 14-day right to cancel under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013. We therefore cannot accept returns or offer refunds for these items simply because you change your mind or no longer require them.
This does not affect your statutory rights if an item is faulty, damaged on arrival or not as described. Please contact info@fm-ccs.com with your order details and photographs of any issue so we can investigate and arrange an appropriate remedy.
21. Acceptance
Acceptance of a quotation, estimate, booking confirmation, commencement of work or shop order confirms that the customer has read, understood and agrees to these Terms & Conditions in full.