Service Terms & Conditions
Fresher Start Ltd
These Service Terms & Conditions (“Terms”) apply to all cleaning services provided by Fresher Start Ltd (“we”, “us”, “our”).
By making a booking, instructing our services, or permitting us to attend a property, you (“the Customer”) agree to be bound by these Terms.
1. Services
1.1 We provide professional cleaning services, including but not limited to:
End of Tenancy / Move-Out Cleaning
Move-In Cleaning
Deep Cleaning (occupied properties)
After Builders Cleaning
Optional add-on services such as carpet shampooing
1.2 Services are provided strictly in accordance with the service type booked and the applicable checklist.
1.3 Our services are cleaning services only. We do not provide repairs, restoration, decoration, refurbishment, or replacement of damaged items unless expressly agreed in writing prior to the service.
2. Booking Information & Customer Responsibility
2.1 The Customer is solely responsible for ensuring that all booking details are accurate and complete, including:
Correct property address
Correct contact name
Valid telephone number
Valid email address
2.2 Where incorrect or incomplete details result in our attendance at the wrong address or an inability to complete the service, a £65 call-out charge shall apply.
3. Access, Attendance & No-Show Policy
3.1 The Customer must ensure that access to the property is available at the agreed booking time.
3.2 Where access cannot be gained, our operatives will wait a maximum of 15 minutes.
3.3 If access is not provided within this period, the service may be cancelled or rescheduled at our discretion and a £65 non-refundable attendance charge shall apply.
3.4 The Customer is responsible for ensuring that any landlord, letting agent, concierge, or key holder has been informed and access arranged.
4. Pricing & Payment
4.1 All prices are quoted in GBP (£).
4.2 Full payment is required in advance unless otherwise agreed in writing.
4.3 Payments are accepted via card or approved online payment methods only.
4.4 Cash payments are not accepted.
5. Additional Charges
5.1 Additional charges may apply where:
The property is heavily soiled
Additional rooms, bathrooms, or appliances are present
Pets have been kept at the property
Excess grease, paint, adhesive, or builders’ residue is present
Waste removal is required
5.2 Any additional charges will be communicated and must be agreed before work continues.
6. Parking, Congestion & Access Costs
6.1 The Customer is responsible for all costs associated with access to the property, including but not limited to:
Parking permits
Pay-and-display or private parking fees
Congestion Charge
ULEZ or similar access charges
6.2 Any such costs incurred may be charged to the Customer or must be settled prior to commencement of the service.
7. End of Tenancy / Move-Out Cleaning
7.1 End of tenancy cleaning is designed to meet typical landlord or letting-agent standards; however, no cleaning company can guarantee the return of a tenancy deposit.
7.2 Deposit outcomes are determined by landlords, agents, or inventory clerks and may include considerations beyond cleaning, such as damage or wear and tear.
8. Seven-Day End of Tenancy Cleaning Guarantee
8.1 Scope of the Guarantee
The 7-day guarantee applies exclusively to End of Tenancy / Move-Out Cleaning services.
It covers only missed checklist items, not general dissatisfaction.
8.2 Exclusions
The guarantee does not apply to:
Wear and tear or pre-existing damage
Permanent stains, discolouration, limescale, rust, mould, or scale build-up
Items not declared or not included at booking
Inaccessible areas
Issues caused after the clean by occupants, pets, tradespeople, or third parties
Inventory comments unrelated to cleaning
Cleaning cannot restore items beyond their original condition.
8.3 Conditions of the Guarantee
To qualify for a re-clean, all of the following conditions must be satisfied:
a) The issue is reported in writing within 7 days of the service date
b) Photographic evidence is provided upon request
c) The property remains vacant throughout the guarantee period
d) No third-party work or cleaning occurs
e) The affected area was accessible during the original clean
f) Access is granted for a return visit
Failure to meet any condition shall void the guarantee.
8.4 Re-Clean Process
Where a valid claim is accepted:
We will respond within 7 days
A return visit will be arranged at a mutually convenient time
The guarantee is fulfilled by re-cleaning only, not by refunds
9. Non-Refundable Services
9.1 Once a service has been fully carried out, it is non-refundable.
9.2 Refunds will not be issued for:
Completed services
Subjective dissatisfaction
Issues outside the scope of cleaning
Failure to meet guarantee conditions
Statutory rights remain unaffected.
10. Chargebacks & Payment Disputes
10.1 By completing a booking, the Customer acknowledges that cleaning services are non-refundable once rendered, subject always to statutory consumer rights.
10.2 Any concerns regarding the quality or completeness of the service must be raised in writing and handled in accordance with our published Service Terms & Conditions, including the 7-Day End of Tenancy Re-Clean Guarantee, where applicable.
10.3 Where a valid claim is accepted, a re-clean of missed checklist items shall be offered as the sole contractual remedy.
10.4 The Customer agrees not to initiate a chargeback, payment reversal, or card dispute without first providing Fresher Start Ltd a reasonable opportunity to review and resolve the matter in accordance with these Terms.
10.5 Where a chargeback or payment dispute is raised without prior engagement and in circumstances where the service has been delivered in accordance with the booking and these Terms, such action may be treated as a breach of contract. In such cases, we reserve the right to submit all relevant evidence to the payment provider, including booking records, service checklists, photographs, correspondence, attendance logs, and these Terms.
10.6 Nothing in this clause limits or excludes the Customer’s statutory rights under UK consumer protection law.
11. Deep Cleaning (Occupied Properties)
11.1 The Customer is responsible for securing valuables and personal belongings.
11.2 We do not move heavy furniture or dismantle fixtures unless agreed in advance.
11.3 The Customer must inspect the property on the day of service.
No 7-day guarantee applies.
12. After Builders Cleaning
12.1 All building work must be fully completed and ceased at least 24 hours prior to our attendance.
12.2 No tools, equipment, rubble, or construction materials must remain on site.
12.3 After builders cleaning addresses surface-level dust and residue only and does not include restoration or repair.
12.4 No 7-day guarantee applies. Inspection must occur on the day of service.
13. Carpet Shampooing
13.1 Carpet shampooing is a best-effort professional cleaning service and is not a restoration service.
13.2 It does not guarantee removal of permanent stains, odours, discolouration, wear paths, or damage.
13.3 Carpet shampooing is excluded from all re-clean guarantees.
14. Damage & Liability
14.1 We are not liable for:
Pre-existing damage
Wear and tear
Fragile or faulty items
Material limitations
14.2 Any claim for damage must be:
Submitted in writing
Supported by photographic evidence
Reported within 48 hours
Claims submitted outside this period or without evidence will not be considered.
15. Governing Law
These Terms are governed by and construed in accordance with the laws of England and Wales.
16. Contact