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Terms and Conditions



These Terms and Conditions represent an agreement between the Company and the Customer.

The Customer agrees that any use of the Company’s Services shall constitute the Customer’s acceptance of these Terms and Conditions.

No variation of these Terms and Conditions shall be valid unless approved in writing by a Director.



’’ The Company’’ means Friendly Bears Ltd.

‘’Customer’’ means any paying clientele using the services of the Company.

‘’Consultant’’ means the person carrying out cleaning services on behalf of the Company.

‘’Director’’ means director of the Company.

‘’Services’’ means professional cleaning services provided by the Consultant to the Customer on behalf of the Company.



A team of two consultants will be assigned to deliver cleaning services on behalf of the Company. The Consultants are fully trained and reference checked for security reasons.

Our training and working practices are designed to ensure that we comply with all applicable health and safety regulations. The Consultants are trained how to work with hazardous substances. Friendly Bears Ltd ensures that an up-to date certificate is obtained with regards to Control of Substances Hazardous to Health (COSHH) regulations in the UK.

The Company shall provide equipment and materials for the Service. The Customer can supply equipment to the Consultant provided that these meet health and safety requirements.

Work is undertaken Monday to Saturday from 8.30 am to 5.30 pm. The Company are unable to give specific time on a service day, but may be able to specify either morning or afternoon service.

Whilst the chosen day for regular Service will usually be the same, times are subject to change.

Whilst the Company endeavour to provide the same Consultant team at each appointment this is not always possible and is not guaranteed.

Directors and Consultants working on behalf of the Company are the only people with access to Customer’s keys.

If the Consultants are unable to gain access to your property we will be obliged to charge you the full price per visit as we are unable to re-assign the Consultant team to another job at such short notice.

The Company will not be responsible for triggering any alarm systems. Customer should give any special instructions for deactivation/activation of any household/commercial property alarms.

The Company advise Customers to spend some time tidying before the scheduled visit. This will enable the team to devote their time to cleaning and give the customer best value for their money.



The cost of the Service will be the one specified in the written Job Estimate.

Every Customer should receive in writing a Job Estimate for the Service.

Customer should contact the Company in cases when additional work must be carried out. A special request will increase the regular charge for the Service.

The Consultant is not obliged to undertake extra work before the approval of the Company.



The Company will send an invoice at the end of each calendar month for regular Customers.

Payment is due within 5 working days of receiving the month’s invoice.

For One Off Services payment is due on the day the Services is rendered.

Unless otherwise agreed payment should be done in the form of a bank transfer or cheque.



 The Customer accepts and understands that breakage or damage should be reported in 24 hours from the service date. Failure to do so will entitle the Customer to no refunds or no repair.

 The Company can take up to 7 working days to respond to a complaint.

 Complaints are accepted in writing only (letter or email). Complaints must be reported on completion or in the following 24-hour.

 All fragile and highly breakable items must be secured or removed. The same applies to objects of sentimental value.



 Where it has been agreed that a Consultant is responsible for a damage caused to the Customer’s property or belongings during the course of rendering Service, the Company will choose to repair the item, replace the item or make an insurance claim on that effect. The Company is responsible for the replacement or repair and it is not the Customer’s responsibility to replace an item without the agreement of the Company.

The Consultant’s public liability insurance will cover damages caused by the Consultant working on behalf of the Company.

The Customer agrees that due to the nature of the service the Company guarantees to address any issues reported within 24 hours. The Company may require access to the location of the claim within 24 hours.

Consultants are trained to take the greatest care when delivering the Service. In case of accidental breakage or damage to an object, the Consultant will provide an identical replacement.



The Company will not be held responsible for any replacement or repair required as a result of any worn, faulty, incorrectly fitted, fatigued components or other similar items.

If the Customer has got items which need special cleaning methods and special cleaning detergents, the Company reserves the right to refuse the provision of the cleaning detergents.

The Company will not be held responsible for any injury or loss suffered to any type of household pet as a result of an accident during the delivering of the Service.



Customer can cancel or adjust the time of a visit ideally by giving 7 days notice, but not less than 24 hours.

Customer agrees to pay the full price of a regular Service fee if the Customer cancels or changes date/time less than 24 hours prior to scheduled appointment.

Customer agrees to pay in full the Service charge in the event of a lock-out caused by our Consultants being turned away; no one at the property to let them in; or problem with Customer’s keys.

If the Customer provides a key it must open the lock without any special efforts or skills.



Customer may terminate the Service by giving four weeks’ notice in writing specifying the last cleaning visit date together with a brief explanation of the reasons behind the decision. Failure to do so will result in customer incurring termination fees.

Customer agrees to pay the full price of one visit in case of termination of the Service if the customer has given less than four weeks advanced notice.

By entering into a service agreement with the Company, the customer agrees that after termination of the service he/she will not hire or use any services provided by a current or past Consultant introduced to the Customer by the Company. If the Customer wishes to hire or use the services provided by such Consultant then she/he must pay a referral fee of £400.


Governing Law

This agreement and any dispute or claim arising out of or in connection with it or its subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales.



The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with this agreement or its subject matter or formation (including non-contractual disputes or claims).