Last updated: 14 August 2026

1. Agreement

These Terms and Conditions form an agreement between Friendly Bears Ltd (“the Company”) and the Customer.

By booking, accepting or using the Company’s Services, the Customer confirms that they have read, understood and accepted these Terms and Conditions.

No variation to these Terms and Conditions shall be valid unless agreed in writing by a Director of the Company.

2. Definitions

“Company” means Friendly Bears Ltd.

“Customer” means any individual or organisation booking or using Services arranged by the Company.

“Consultant” means a cleaner or other person carrying out cleaning Services on behalf of or through the Company.

“Director” means a director of the Company.

“Services” means professional cleaning services arranged or provided by the Company and carried out by a Consultant.

3. Services and Work

A team of two Consultants or an individual Consultant may be assigned to carry out the Services, depending on the requirements and availability.

The Company takes reasonable steps to ensure that Consultants are suitably trained and reference checked.

Working practices are designed to comply with applicable health and safety requirements, including requirements relating to the safe use of cleaning substances.

Unless otherwise agreed, the Company or Consultant will provide the equipment and cleaning materials required for the Service. The Customer may request that their own equipment or products are used, provided they are safe and suitable for their intended purpose. The Company and/or Consultant reserve the right to refuse to use any equipment or product considered unsafe or unsuitable.

Services are normally undertaken Monday to Saturday between 8:30 am and 5:30 pm. Where possible, the Company may provide an approximate morning or afternoon appointment. Exact arrival times cannot always be guaranteed.

For regular Services, the Company will endeavour to maintain the agreed day and approximate time; however, schedules may occasionally need to change.

The Company will endeavour to provide the same Consultant for regular appointments wherever reasonably possible. However, the same Consultant is not guaranteed, and the Company may offer a replacement Consultant where necessary.

Only authorised persons working with or on behalf of the Company will have access to Customer keys entrusted to the Company.

If a Consultant is unable to gain access to the Customer’s property at the agreed appointment, the Customer may be charged the full amount for the scheduled visit where the time cannot reasonably be reallocated.

The Company shall not be responsible for the accidental triggering of an alarm where appropriate instructions have not been provided. The Customer must provide any necessary instructions or codes for the safe activation or deactivation of alarm systems.

Customers are advised to tidy the property before the scheduled cleaning appointment where possible. This allows the Consultant to devote more of the booked time to cleaning.

3.1 Services Charged by Time

Unless expressly agreed otherwise in writing, cleaning Services are provided on a time basis and not on the basis of guaranteed completion of a particular list of tasks.

Where the Service is charged by the hour, the Customer is purchasing a specified amount of cleaning time. The Consultant will work reasonably and efficiently and will complete as much cleaning as reasonably possible within the booked timeframe.

The Company does not guarantee that all rooms, tasks or items requested by the Customer will be completed within the booked time.

Any estimate or recommendation made by the Company regarding the number of hours required for a property is provided in good faith based on the information available at the time. It is an estimate only and does not constitute a guarantee that all requested work will be completed within that period.

The amount of work that can reasonably be completed will depend on factors including the size and condition of the property, level of dirt or build-up, clutter, accessibility, the nature and complexity of the requested tasks and any additional requirements identified during the visit.

This applies to regular cleaning, one-off cleaning, deep cleaning and any other Service charged according to time.

Where the Customer has particular priorities, these should be clearly communicated to the Company before the appointment and/or to the Consultant at the beginning of the visit. The Consultant will make reasonable efforts to address priority tasks first.

If the Customer provides a list of tasks, the list will be treated as guidance and/or an order of priority unless the Company has expressly confirmed in writing that all listed tasks are included and guaranteed to be completed.

If it becomes apparent that the requested work cannot reasonably be completed within the booked timeframe, additional time may be offered subject to Consultant availability and the Customer’s agreement to the additional charge.

4. Customer’s Obligations

The Customer shall:

• ensure that information provided regarding the property and requested Services is complete and accurate;
• cooperate reasonably with the Company and Consultant in connection with the Services;
• provide safe and reasonable access to the property;
• inform the Company of any hazards, special requirements, delicate surfaces or items requiring specialist treatment;
• ensure that the property provides a reasonably safe working environment; and
• provide access to water and electricity where reasonably required to perform the Services.

If the Company’s or Consultant’s ability to perform the Services is prevented, restricted or delayed by an act or omission of the Customer (“Customer Default”), the Company may suspend or limit the Services until the issue is resolved.

The Company will not be responsible for any failure or delay caused by Customer Default to the extent permitted by law.

Where Customer Default results in a scheduled appointment being unable to proceed or substantially restricts the work that can be performed, the Customer may remain responsible for the charge for the booked time.

5. Cost

The cost of the Service will be specified in the Customer’s written quotation, booking confirmation, billing letter or other written communication from the Company.

Customers should contact the Company where additional work is required. Additional work or additional cleaning time may incur an additional charge.

A Consultant is not obliged to undertake additional work beyond the agreed Service without appropriate authorisation.

The Company may review and change its charges from time to time. Customers receiving regular Services will be informed of changes to their rates before the new rates take effect.

6. Payment

The amounts payable to the Company and, where applicable, directly to the Consultant will be set out in the Customer’s quotation, booking confirmation, billing letter or invoice.

For regular Services, payment to the Company may be made by standing order, bank transfer or another agreed payment method.

Where applicable, payment due directly to a Consultant must be made on the day the Service is performed, either in cash or by an agreed bank transfer.

The Customer remains responsible for ensuring that sufficient funds and an appropriate payment method are available.

For one-off Services, any deposit, booking or service fee payable to the Company must be paid in advance where specified. The remaining amount payable to the Consultant must be paid on the day of the Service unless otherwise agreed in writing.

Payments must be made in full and in cleared funds.

Where an invoice remains unpaid after its due date, the Company reserves the right to pursue payment and any interest or charges which it is legally entitled to recover.

Nothing in these Terms and Conditions affects any statutory rights or remedies available to the Customer under applicable consumer law.

7. Complaints and Service Issues

The Company takes complaints seriously and asks Customers to report any concerns regarding the Service as soon as reasonably possible and preferably within 24 hours of completion of the Service.

Prompt notification gives the Company an opportunity to investigate the matter while the circumstances are recent and, where appropriate, inspect the property or offer a reasonable remedy.

Complaints should be made in writing by email or other written communication accepted by the Company and should include sufficient information about the issue. Photographs may be requested where appropriate.

The Company aims to respond to complaints within seven working days, although more complex matters may require additional time to investigate.

Where a complaint concerns the standard of cleaning, the Company may, where appropriate, request reasonable access to inspect the areas concerned or offer remedial cleaning.

The Customer should secure or remove fragile, valuable or sentimental items before the Service.

Nothing in this section limits or excludes the Customer’s statutory rights.

8. Damage and Claims

Any accidental damage or breakage should be reported to the Company as soon as reasonably possible and preferably within 24 hours of the Service.

Where, following reasonable investigation, the Company accepts responsibility for damage caused during the provision of the Service, the Company may arrange an appropriate repair, replacement or insurance claim, depending on the circumstances.

The Customer should not arrange a repair or replacement and expect reimbursement from the Company without first giving the Company a reasonable opportunity to investigate and agree the appropriate remedy, except where urgent action is reasonably necessary to prevent further damage.

The Company shall not be responsible for damage arising from pre-existing defects, ordinary wear and tear, faulty or incorrectly fitted items, fatigued materials or components, or items which cannot reasonably withstand normal cleaning.

The Customer must notify the Company in advance of any surfaces, materials or possessions requiring specialist products or cleaning methods.

The Company and Consultant reserve the right to decline to clean an item or surface where there is a reasonable risk of damage or where appropriate cleaning instructions or products are unavailable.

9. Liability

The Customer is responsible for ensuring that household pets are appropriately secured where necessary during the Service. Consultants will take reasonable care around pets but cannot accept responsibility for an animal escaping or being injured unless this results from negligence for which the Company is legally responsible.

Nothing in these Terms and Conditions excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded or limited.

Subject to applicable law, the Company will not be responsible for losses that were not reasonably foreseeable when the agreement was entered into or losses arising from circumstances outside the Company’s reasonable control.

Nothing in these Terms and Conditions affects the Customer’s statutory rights.

10. Cancellation and Changes to Appointments

Customers should provide as much notice as possible when cancelling or changing an appointment. The Company requests at least seven days’ notice where practicable and requires a minimum of 24 hours’ notice.

Where a regular appointment is cancelled or changed with less than 24 hours’ notice, the Customer may be charged the full amount for the scheduled visit.

The Customer may also be charged the full amount where the Consultant attends but cannot gain access because no one is available to provide access, the Consultant is turned away, or keys or access arrangements provided by the Customer do not work.

Where the Customer provides a key, it must operate the relevant lock normally without requiring unusual force, specialist knowledge or special techniques.

If a regular Consultant is unavailable because of illness, holiday or another reason, the Company will make reasonable efforts to offer a replacement Consultant or alternative appointment.

Where the Company is unable to provide the agreed Service and no suitable alternative can be arranged, any payment made specifically for that cancelled Service will be credited or refunded as appropriate.

11. Termination

The Customer may terminate regular Services by providing four weeks’ written notice to the Company.

The notice should state the intended final cleaning date. The Company may ask for feedback regarding the reason for termination, although the Customer is not required to provide a reason unless relevant to resolving an outstanding issue.

Where the Customer terminates regular Services without providing the required four weeks’ notice, the Company may charge a termination fee as specified in the Customer’s service agreement or billing arrangements, subject to applicable law.

Any outstanding amounts for Services already provided remain payable following termination.

11.1 Termination by the Company

The Company reserves the right to suspend or terminate Services where there is a reasonable and legitimate reason for doing so.

This may include, but is not limited to:

• non-payment or repeated late payment;
• abusive, threatening, discriminatory or inappropriate behaviour towards a Consultant or Company representative;
• unsafe or unsuitable working conditions;
• serious or repeated breaches of these Terms and Conditions;
• allegations or circumstances which result in a serious breakdown of trust and confidence between the Customer, Consultant and/or Company; or
• circumstances where the Company reasonably considers that continuing to provide the Service would expose a Consultant, Customer or other person to an unacceptable risk.

Where reasonably appropriate, the Company will provide notice of termination. However, in serious circumstances the Company may suspend or terminate the Service with immediate effect.

11.2 Engagement of Consultants

Consultants introduced to Customers represent a significant investment in recruitment, vetting, administration and allocation by the Company.

During the Service agreement and following its termination, the Customer must not directly engage a Consultant introduced through the Company in circumstances prohibited by the Customer’s agreement with the Company.

Where a Customer wishes to engage such a Consultant independently, the Customer should contact the Company first.

Where applicable and lawfully enforceable, a referral/introduction fee of £600 may become payable in accordance with the Customer’s agreement with the Company.

12. Consumer Rights

Nothing in these Terms and Conditions is intended to restrict or exclude any rights which the Customer has under the Consumer Rights Act 2015 or other applicable consumer protection legislation.

Where the Customer is acting as a consumer, the Services will be performed with reasonable care and skill as required by law.

13. Governing Law

These Terms and Conditions and any dispute or claim arising out of or in connection with them shall be governed by and construed in accordance with the laws of England and Wales.

14. Jurisdiction

The courts of England and Wales shall have jurisdiction in relation to disputes arising from these Terms and Conditions, subject to any mandatory rights available to consumers under applicable law.