Terms & Conditions

1. About these terms

These terms apply to all cleaning services provided by FBA Sparkle Services Ltd (“we”, “us”, “our”), a company registered in England & Wales, company number [Companies House number], based in Milton Keynes, United Kingdom.

By accepting a quote from us you agree to these terms. Where you are a consumer, nothing in these terms removes or limits your statutory rights under the Consumer Rights Act 2015.

2. Quotes and pricing

• Quotes are free, given in writing, and based on the information you provide about the property together with any site visit we carry out.
• We quote per visit or per job against an agreed task list, not by the hour. The figure quoted is the figure invoiced.
• Quotes remain valid for [30] days. Prices may be reviewed annually on regular schedules and contracts, with at least [30] days’ written notice.
• If, on arrival, the property is materially different from what was described — substantially larger, or in significantly worse condition — we will stop, explain the position and agree a revised price with you before continuing. We will never quietly add charges.
• Additional work outside the agreed task list is only carried out with your agreement.

3. Your cancellation rights

Consumers

If you booked at a distance or away from our premises, you have a statutory right to cancel within 14 days of entering the contract, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If you ask us to begin work within that period and then cancel, we may charge for the work already carried out.

Rescheduling and cancelling a booked visit

• Please give at least [24 hours’] notice to move or cancel a visit. We will always try to accommodate changes at shorter notice.
• Cancellations with less than [24 hours’] notice, or where our cleaners cannot gain access, may be charged at [50%] of the visit price, because the slot and the team can rarely be reallocated.
• Pausing a regular schedule for holidays carries no charge, with reasonable notice.

Ending a regular service or contract

Regular domestic schedules can be ended at any time with [two weeks’] notice, with no penalty. Commercial contracts run on rolling monthly terms and can be ended with [one month’s] written notice.

4. Access to the property

• You are responsible for providing access at the agreed time, whether in person, by key, keysafe or smart lock.
• Where you provide keys or access codes, we hold them securely and share them only with the cleaners assigned to your property. See our Privacy Policy.
• You agree to provide a safe working environment, including working lighting, running water and electricity, and to tell us about hazards, pets or anything else relevant to our team’s safety.
• If we cannot gain access, we will contact you immediately. See clause 3 for the charge that may apply.

5. What we provide

• We bring our own professional products and equipment to every visit unless otherwise agreed. If you ask us to use products of your own, we will, but we cannot accept liability for the results those products produce.
• Our cleaners arrive in branded uniform and carry identification.
• The scope of each visit is set by your written checklist or site specification, which forms part of these terms.

6. Our put-it-right commitment

If any item on your agreed checklist has been missed or not completed to standard, tell us within [48 hours] of the visit and we will return to put it right at no charge. We would much rather hear about a problem than lose a client quietly.

This commitment is in addition to your statutory rights. Under the Consumer Rights Act 2015, services must be carried out with reasonable care and skill.

7. Things we cannot always fix

Cleaning has limits, and being straight about them avoids disappointment. We cannot guarantee to remove or restore:

• Permanent staining, dye transfer or long-term mould damage to grout or sealant
• Limescale that has etched or pitted a surface
• Damage that already existed, including scratches, chips and worn finishes
• Perished sealant or grout that needs replacing rather than cleaning

Where we identify something in this category we will tell you rather than charge you for attempting the impossible.

8. Damage, loss and liability

• We hold public liability insurance. Documentation is available on request.
• If we damage something, please report it within [48 hours] of the visit so we can investigate while the facts are fresh. We will repair, replace or compensate as appropriate, through our insurer where relevant.
• Please put valuable, fragile or irreplaceable items away before a visit, or point them out so we can leave them alone.
• We are not liable for pre-existing faults, for failure of appliances we did not touch, or for damage arising from a defect in the property itself.
• Except in cases of death or personal injury caused by our negligence, or fraud, our total liability in relation to any single visit is limited to [the greater of the price of that visit or the amount recoverable under our insurance]. Nothing in these terms limits liability that cannot be limited by law.

9. Payment

• One-off work is payable on completion by bank transfer, unless agreed otherwise in advance.
• Regular domestic schedules and commercial contracts are invoiced monthly, payable within [14] days.
• We can invoice letting agents or landlords directly where that is the arrangement.
• Late payment may incur interest at [the statutory rate under the Late Payment of Commercial Debts (Interest) Act 1998, for business clients]. We will always contact you before applying any charge.

10. End of tenancy work

We clean to inventory and check-out standard and can provide a completed task list and photographs as evidence. However, we cannot guarantee the return of a deposit: that decision rests with your letting agent, landlord or deposit scheme, and deposits also cover damage, wear and unpaid rent, which are outside our control.

11. Our staff

Our cleaners are our employees or contracted personnel. If you wish to engage a member of our team directly within [six] months of them last working at your property, please speak to us first. Approaching staff to work outside this agreement is not permitted, as it removes the insurance, vetting and supervision that protect you.

12. Complaints

Contact us at info@fbacleaningservices.co.uk or 07345 114290. We will acknowledge your complaint within [2 working days] and aim to resolve it within [10 working days]. If we cannot resolve it between us, consumers may be able to use an alternative dispute resolution scheme; we will tell you which applies at that point.

13. Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland, you may bring proceedings in your local courts.

14. Changes to these terms

We may update these terms, and the “last updated” date above will change accordingly. For ongoing clients, material changes will be notified in writing with at least [30] days’ notice, and the terms in force when you booked continue to apply until then.

15. Contact

FBA Sparkle Services Ltd
Milton Keynes, Buckinghamshire, United Kingdom
Email: info@fbacleaningservices.co.uk
Telephone: 07345 114290