CCG | Cotswold Cleaning Group

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General Terms & Conditions of Service

Effective from 24 July 2025

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1. Definitions

1.1 “Client” means any individual, company, estate, agent, landlord, organisation, or third party instructing Services from the Company.

1.2 “Company” means CCG | Cotswold Cleaning Group including its directors, employees, subcontractors, operatives, and authorised representatives.

1.3 “Services” means all cleaning, restoration, maintenance, exterior works, landscaping, property services, specialist cleaning, and associated works carried out by the Company.

1.4 “Property” means any premises, site, building, land, estate, commercial facility, equine facility, or asset at which Services are delivered.

2. Formation of Contract

2.1 Acceptance of any quotation, estimate, booking confirmation, email, message, or instruction to proceed shall constitute a legally binding agreement incorporating these Terms & Conditions in full.

2.2 All quotations remain valid for 30 days unless otherwise stated in writing.

2.3 The Company reserves the right to amend pricing where site conditions, access, contamination levels, or scope differ from those disclosed at the time of quotation.

2.4 The Client warrants that they possess full authority to instruct works and accept liability for payment.

3. Scope, Standards & Variations

3.1 Services are provided strictly in accordance with the agreed quotation, specification, and operational requirements.

3.2 No work outside the agreed scope shall be included unless confirmed in writing by the Company.

3.3 The Company reserves the right to vary methods, staffing, products, machinery, or processes where reasonably necessary for safety, efficiency, operational practicality, environmental protection, or site conditions.

3.4 No guarantee is provided regarding specific outcomes or results where affected by age, wear, staining, contamination, prior treatments, environmental exposure, or material composition.

3.5 Commercial and recurring contracts may operate under agreed schedules, frequencies, task specifications, KPIs, or service level agreements (SLAs).

3.6 Estimates & Unforeseen Additional Works

Any quotation or estimate provided by the Company is based upon the visible condition of the Property and information available at the time of pricing.

Where additional contamination, excessive soiling, hazardous conditions, damage, restricted access, unforeseen complications, or additional works are identified during the course of Services, the Company reserves the right to:

• Revise pricing;

• Charge additional labour, materials, or equipment costs;

• Amend the scope of works;

• Suspend or postpone Services where necessary.

Any additional works shall be chargeable at the Company’s prevailing rates unless otherwise agreed in writing.

4. Commercial Contracts, Service Levels & Performance

4.1 Recurring or contract Services may include agreed:

• Cleaning schedules;

• Area specifications;

• Frequencies;

• Performance standards or KPIs;

• Site-specific operational requirements.

4.2 Performance standards are subject to reasonable site access, Client cooperation, utilities availability, and safe working conditions.

4.3 The Company reserves the right to revise staffing levels, schedules, or operational methods where site requirements, risks, occupancy levels, or workload materially change.

5. Access, Keys & Site Responsibility

5.1 The Client shall provide safe, lawful, and unobstructed access to all required areas at agreed times.

5.2 Where keys, alarm codes, access cards, or security systems are provided, the Client accepts full responsibility for the accuracy and legality of such access arrangements.

5.3 The Company shall not be liable for:

• Failed access;

• Alarm activation;

• Security breaches arising from incorrect instructions;

• Delays caused by site restrictions or third parties.

5.4 Wasted visits, delays, lockouts, or aborted works due to failed access may be chargeable.

6. Health, Safety & Compliance

6.1 All Services are undertaken in accordance with applicable UK Health & Safety legislation and COSHH regulations.

6.2 Risk Assessments and Method Statements (RAMS) are available upon request where applicable.

6.3 The Client must disclose any known hazards, including but not limited to asbestos, structural instability, chemicals, sharps, biohazards, aggressive animals, or unsafe conditions prior to commencement of works.

6.4 The Company reserves the right to suspend or refuse works where safety is compromised.

7. Environmental Responsibility

7.1 The Company will take reasonable steps to minimise environmental impact and operate responsibly.

7.2 The Client shall remain responsible for drainage compliance, wastewater permissions, environmental licences, and trade effluent requirements where applicable.

8. Payment Terms

8.1 Payment is due within 7 days of invoice unless otherwise agreed in writing by the Company.

8.2 The Company reserves the right to request payment in advance, deposits, staged payments, or immediate settlement upon completion.

8.3 Late payments shall incur:

• Interest at 8% above the Bank of England base rate;

• Debt recovery and legal costs;

• Suspension or withdrawal of Services and credit facilities.

8.4 The Company reserves the right to withdraw credit terms or refuse further works at its sole discretion.

8.5 Operative Hourly Rates & Labour Allocation

All labour-based Services are charged on a per-operative basis.

Where hourly rates apply, each operative supplied by the Company constitutes one billable labour hour per hour worked.

For example:

• One operative attending site for two hours constitutes two labour hours;

• Two operatives attending site for one hour also constitutes two labour hours.

The Client acknowledges that deployment of additional operatives may be necessary to meet operational requirements, commercial service levels, deadlines, efficiency standards, or health & safety obligations.

The Company reserves the right to determine staffing levels and operative allocation at its sole discretion unless otherwise agreed in writing.

9. Term, Renewal & Termination

9.1 Ongoing contracts may operate on fixed-term or rolling agreements.

9.2 Either party may terminate recurring contracts with written notice unless otherwise agreed.

9.3 The Company may suspend or terminate Services immediately where:

• Payment becomes overdue;

• Access is repeatedly denied;

• Health & safety concerns arise;

• The Client breaches these Terms.

10. Cancellations, Delays & Force Majeure

10.1 Cancellations within 48 hours may incur charges of up to 25% of the booked value.

10.2 Services may be postponed or rescheduled due to weather, unsafe conditions, restricted access, or circumstances beyond the Company’s control.

10.3 The Company shall not be liable for delays, failures, or losses arising from force majeure events or external circumstances.

11. Complaints & Rectification

11.1 Complaints must be submitted in writing within 48 hours of completion of Services.

11.2 The Company shall be given reasonable opportunity to inspect and rectify any valid issue before third-party contractors are instructed.

11.3 Payment must not be withheld during dispute resolution unless agreed in writing.

12. Estate, Letting & Property Management Contracts

12.1 The instructing estate or letting agent shall remain fully liable for payment regardless of landlord, tenant, or third-party involvement.

12.2 Services may include, without limitation:

• Carpet and upholstery cleaning;

• End-of-tenancy cleaning;

• White goods and appliance cleaning;

• Property maintenance and repairs;

• Landscaping and exterior works.

12.3 Monthly invoicing facilities may be offered solely at the Company’s discretion following satisfactory trading history.

12.4 The Company accepts no liability for:

• Deposit disputes;

• Tenant disagreements;

• Misrepresentation of property condition;

• Access failures caused by tenants or third parties.

13. Materials, Furnishings & Cleaning Risk

13.1 The Client acknowledges that certain materials, furnishings, fixtures, fabrics, and surfaces carry inherent risks when cleaned or treated.

13.2 The Company shall not be liable for damage arising from:

• Wear and tear;

• Latent defects;

• Improper installation;

• Previous cleaning attempts;

• Manufacturer defects or faults.

14. Carpet, Upholstery & Surface Treatment Limitations

14.1 The Company accepts no liability for:

• Colour loss;

• Shrinkage;

• Texture change;

• Distortion;

• Delamination;

• Surface instability;

where such outcomes arise from the condition, composition, age, or prior treatment of materials.

15. Exterior Works & Weather Dependency

15.1 Exterior Services remain subject to suitable weather and site conditions.

15.2 The Company reserves the right to postpone or reschedule works where weather, temperature, moisture, or environmental conditions may affect safety or results.

16. Property Condition & Items on Site

16.1 The Client must ensure the Property is suitably prepared and free from unnecessary personal belongings unless otherwise agreed.

16.2 The Company accepts no liability for loss of or damage to items left on site during the course of Services.

17. End of Tenancy & Third-Party Standards

17.1 The Company does not guarantee that Services will satisfy the requirements of third-party inventory clerks, deposit schemes, estate agents, landlords, or tenancy adjudicators unless explicitly agreed in writing.

18. Subcontracting

18.1 The Company reserves the right to appoint subcontractors to undertake any part of the Services.

18.2 The Company shall remain responsible for overall service delivery.

19. Limitation of Liability & Indemnity

19.1 The Company maintains appropriate insurance cover relevant to its operations.

19.2 The Company shall not be liable for:

• Pre-existing defects or damage;

• Hidden infrastructure or concealed services;

• Natural re-soiling, regrowth, or environmental contamination following completion.

19.3 Accidental Damage & Handling of Items

The Company shall not be liable for accidental damage arising from the handling, moving, repositioning, or lifting of furniture, fixtures, fittings, appliances, or heavy items where such actions are undertaken at the Client’s request or are reasonably necessary to carry out the Services.

The Client acknowledges that movement of heavy, fragile, specialist, antique, stone, marble, granite, glass, or high-value items carries inherent risk.

The Company accepts no liability for damage to items not reasonably capable of being safely moved by one or two operatives without specialist equipment unless otherwise agreed in writing.

Where delicate or high-value items are present, the Client remains responsible for removing, securing, or protecting such items prior to commencement of Services.

19.4 The Client agrees to indemnify and hold harmless the Company against losses, claims, liabilities, or damages arising from inaccurate instructions, undisclosed hazards, unsafe conditions, or third-party actions.

19.5 Total liability of the Company shall be strictly limited to the value of the Services supplied.

19.6 Under no circumstances shall the Company be liable for:

• Loss of business;

• Loss of profits;

• Loss of income;

• Indirect or consequential losses;

• Reputational damage.

20. Records & Marketing

20.1 The Company may take photographs or video recordings before, during, and after works for quality assurance, insurance, training, dispute resolution, and marketing purposes.

21. Data Protection

21.1 All personal data shall be processed in accordance with UK GDPR and applicable data protection legislation.

22. Website & Digital Communication

22.1 Online quotations and website content are indicative only and subject to confirmation.

22.2 Information displayed on the Company website or digital platforms shall not constitute contractual guarantees.

23. General Rights

23.1 The Company reserves the right to:

• Refuse work;

• Withdraw Services;

• Amend pricing;

• Update these Terms & Conditions at any time.

24. Entire Agreement

24.1 These Terms constitute the entire agreement between the parties and supersede all prior discussions, representations, negotiations, or understandings.

25. Governing Law & Jurisdiction

25.1 These Terms & Conditions shall be governed by and construed in accordance with the laws of England and Wales.

25.2 The parties submit to the exclusive jurisdiction of the courts of England and Wales.