Terms
1. Introduction
These Terms and Conditions (“Terms”) govern your use of the services provided by Shine Bright Cleaning (“we”, “us”, “our”), accessible via our website at https://sbwcleaning.co.uk and through our booking systems, telephone line, and other channels.
By booking a service, submitting a quote request, or using our website, you agree to be bound by these Terms. Please read them carefully before proceeding. If you do not agree, please do not use our services.
These Terms are governed by the laws of England and Wales.
2. Our Services
2.1 Scope of Services
Shine Bright Cleaning provides residential and commercial cleaning services including, but not limited to:
• Standard cleaning
• Deep cleaning
• Move-in / move-out cleaning
• Recurring cleaning packages
• Window cleaning
• Gutter cleaning
• Pressure washing
2.2 Service Availability
Our services are available subject to staff availability and geographic coverage. We reserve the right to decline any booking at our discretion. We will notify you as soon as reasonably possible if we are unable to fulfil a confirmed booking.
2.3 Quotes and Estimates
Quotes provided through our website, phone system, or directly by our team are estimates based on the information you provide. Final pricing may vary if the actual condition or size of the property differs materially from what was described at the time of booking. We will inform you of any price adjustment before commencing work wherever possible.
3. Bookings and Confirmations
3.1 How to Book
Bookings can be made via our website booking form, instant quote form, telephone, or through our AI-assisted phone or chat system. A booking is only confirmed once you have received a written or verbal confirmation from us.
3.2 Accuracy of Information
You are responsible for providing accurate and complete information at the time of booking, including property address, access instructions, number of rooms, and any relevant conditions (e.g., pets, known hazards). Providing inaccurate information may result in a revised quote or cancellation.
3.3 Access to Property
You must ensure that our team has clear and safe access to the property at the agreed time. If we are unable to access the property and have not been notified in advance, this may be treated as a late cancellation and a cancellation fee may apply (see Section 5).
4. Pricing and Payment
4.1 Pricing
All prices are listed in GBP (£) and include VAT where applicable. Pricing is subject to change. Any changes to pricing will not affect confirmed bookings unless you have provided inaccurate information at the time of booking.
4.2 Payment Terms
Payment is due at the time of booking or on completion of the service, as specified at checkout or on your invoice. We accept the following payment methods:
• Credit and debit card (Visa, Mastercard, Maestro, American Express)
• Online payment via our website
• Bank transfer (where agreed in advance for commercial clients)
4.3 Late Payment
For commercial clients invoiced after service, payment is due within 14 days of the invoice date unless otherwise agreed. We reserve the right to charge interest on overdue amounts at a rate of 8% per annum above the Bank of England base rate, in accordance with the Late Payment of Commercial Debts (Interest) Act 1998.
4.4 Recurring Packages
If you purchase a recurring cleaning package, you agree to the schedule and payment terms set out at the time of purchase. Packages may be paused or cancelled in accordance with Section 5 of these Terms.
5. Cancellations and Rescheduling
5.1 Cancellation by You
You may cancel or reschedule a booking free of charge provided you give us at least 48 hours’ notice before the scheduled appointment. Cancellations made with less than 48 hours’ notice may be subject to a cancellation fee of up to 50% of the booked service value. Cancellations made with less than 24 hours’ notice or failure to provide access may be subject to a fee of up to 100% of the booked service value.
5.2 Cancellation by Us
We reserve the right to cancel or reschedule a booking in the event of unforeseen circumstances, including staff illness, severe weather, or equipment failure. Where we cancel, we will notify you as soon as possible and offer an alternative appointment or a full refund. We are not liable for any consequential losses arising from such cancellations.
5.3 Recurring Service Cancellation
Recurring packages may be cancelled with a minimum of 7 days’ written notice before the next scheduled service. Cancellations within 7 days of a scheduled recurring service may be subject to a fee equivalent to one standard visit.
6. Refund Policy
If you are not satisfied with the standard of our service, please contact us within 24 hours of the completion of the service. We will assess your complaint and, where appropriate, offer one of the following remedies:
• A re-clean of the affected areas at no additional charge
• A partial or full refund, at our discretion
Refunds will not be issued where the dissatisfaction is the result of inaccurate information provided at the time of booking, pre-existing damage, or conditions beyond our reasonable control. Refunds are processed within 5–10 business days to the original payment method.
7. Our Responsibilities
7.1 Standard of Service
We will carry out all services with reasonable skill and care, using appropriate products and equipment. Our team members are trained and where applicable, vetted through background checks.
7.2 Liability for Damage
We hold public liability insurance. If our team causes damage to your property during the course of a service, please notify us in writing within 48 hours of the service being completed. We will investigate and, where we are found to be at fault, arrange for repair or compensation up to the value of our insurance coverage.
We are not liable for:
• Pre-existing damage or wear and tear
• Damage caused by fragile, improperly secured, or inadequately disclosed items
• Indirect or consequential losses
• Loss of earnings, business interruption, or similar losses
7.3 Limitation of Liability
Our total liability to you in connection with any service shall not exceed the total amount paid by you for that service. Nothing in these Terms limits our liability for death, personal injury caused by our negligence, or fraud.
8. Your Responsibilities
As a customer, you agree to:
• Provide accurate information when booking
• Ensure safe and timely access to the property
• Secure or remove fragile, valuable, or irreplaceable items prior to our visit
• Inform us of any known hazards, including pets, allergies, or structural issues
• Not request our staff to perform tasks that are unsafe, outside the agreed scope, or contrary to these Terms
• Treat our staff with respect and dignity at all times
We reserve the right to terminate a service without refund if our staff are subjected to abusive, threatening, or unsafe behaviour.
9. Communications and Automated Systems
9.1 SMS and Email Communications
By providing your contact details, you consent to receiving booking confirmations, appointment reminders, and service updates via email and/or SMS. You may opt out of SMS communications at any time by replying STOP to any message. You may unsubscribe from email communications using the link provided in any email we send.
9.2 AI-Assisted Phone System
Our business telephone line may be answered initially by an AI-powered voice assistant (provided by Vapi). This system is designed to handle booking enquiries, collect information, and route calls appropriately. You will be informed when you are speaking with an automated system and will have the option to speak with a human member of our team. Calls may be recorded for quality assurance purposes.
9.3 Online Chat
Our website may feature an AI-powered chat assistant (provided by Botpress) to help answer common questions and assist with bookings. Conversations with the chat assistant do not constitute a binding booking unless confirmed by us in writing or by email.
10. Use of Our Website
You may use our website for lawful purposes only. You must not:
• Use the site in any way that is unlawful, fraudulent, or harmful
• Attempt to gain unauthorised access to any part of the website or its systems
• Transmit any unsolicited commercial communications
• Introduce any viruses, malicious code, or harmful material
We do not guarantee that our website will be uninterrupted, error-free, or free from viruses. We reserve the right to suspend or withdraw the website at any time without notice.
11. Intellectual Property
All content on our website, including text, images, logos, and branding, is owned by or licensed to Shine Bright Cleaning and is protected by UK copyright and intellectual property law. You may not reproduce, distribute, or use our content without our prior written consent.
12. Privacy
Your use of our services is also governed by our Privacy Policy, which is available at https://sbwcleaning.co.uk/pages/gdpr-privacy-policy. By using our services, you confirm that you have read and understood our Privacy Policy.
13. Changes to These Terms
We may update these Terms from time to time. The latest version will always be available on our website. Continued use of our services after changes have been posted constitutes your acceptance of the updated Terms. For significant changes, we will make reasonable efforts to notify you in advance.
14. Complaints
We take all complaints seriously. If you have a complaint about our services, please contact us in the first instance:
• Email: andre@sbwcleaning.co.uk
• Website: https://sbwcleaning.co.uk/pages/contact
We aim to acknowledge all complaints within 2 business days and provide a resolution within 10 business days. If you are not satisfied with our response, you may seek further redress through your local Trading Standards office or seek independent legal advice.
15. Governing Law and Jurisdiction
These Terms are governed by the laws of England and Wales. Any disputes arising from these Terms or your use of our services shall be subject to the exclusive jurisdiction of the courts of England and Wales.
16. Contact Us
If you have any questions about these Terms and Conditions, please contact us:
Shine Bright Cleaning
Email: andre@sbwcleaning.co.uk
Website: https://sbwcleaning.co.uk
