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Terms and Conditions

Terms and Conditions

Last update 01.05.24

1. Agreement

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.

2. Definitions

’’ 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.

 3. Work

A team of two consultants (or an individual Consultant) 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.

4. Costumer's obligations

The Customer shall:

ensure that the terms of the order and any information are complete and accurate;

co-operate with the Company in all matters relating to the Services;

provide the Company, its employees, agents, consultants and subcontractors, with access to the Customer's premises as reasonably required by the Company;

If the Company’s performance of any of its obligations is prevented or delayed by any act or omission by the Customer or failure by the Customer to perform any relevant obligation (Customer Default):

without limiting or affecting any other right or remedy available to it, the Company shall have the right to suspend performance of the Services until the Customer remedies the Customer Default, and to rely on the Customer Default to relieve it from the performance of any of its obligations in each case to the extent the Customer Default prevents or delays the Company’s performance of any of its obligations;

the Company shall not be liable for any costs or losses sustained or incurred by the Customer arising directly or indirectly from the Company’s failure or delay to perform any of its obligations as set out in this clause; and

the Customer shall reimburse the Company on written demand for any costs or losses sustained or incurred by the Company arising directly or indirectly from the Customer Default including the full price payable for that visit.

5. Cost

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

Every Customer should receive in writing a quote 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 reserves the right to increase the Charges as and when they see fit.

6. Payment

The amounts payable by the Customer to the Company and directly to the Consultant shall be set out in the billing letter which shall specify any additional charges and one-off payments as well as amounts payable by the Customer directly to the Consultant.

Payment to the Company shall be made by way of a monthly advanced payment ( Standing Order) or a bank transfer at a rate set out in the billing letter( send via email).

A balance invoice will be issued in case there are more, or less visits as scheduled on a monthly basis.

Payments must be made in full and cleared funds to a bank account nominated by the Company.

Responsibility for all payments to the Consultant shall at all times remain with the Customer. All payments to the Consultant shall be made on the day in cash or bank transfer when Services are performed by the Consultant.

Failure to arrange sufficient funds on the Service day may result in the Consultant refusal to perform the Service. Irrespective oof whether or not the Customer is using a Consultant introduced by the Company, all payments to the Company other than One-off payments will continue until the Agreement is terminated lawfully in accordance with section 11 Termination.

If the Agreement is terminated lawfully in accordance with section 11, all payments to the Company shall cease.

The Company will not refund any advance payment upon receipt of termination notice of the Customer. No refunds will be given during notice period. If a Customer declines the Service no refunds will be made.

If for any reason the Customer continues to pay the Company following Termination, the Company reserves the right to charge a reasonable administration fee for each overpayment.

For One-off Services payment to the Company is due in advance, for the Consulant on the day the Service is rendered. 

Payments must be made in full and cleared funds to the bank account nominated by the Company.

If the Customer fails to make a payment due to the Company by the due date, then the Customer shall pay interest on the overdue sum from the due date until payment of the overdue sum, whether before or after judgment. Interest under this clause will accrue each day at 4% a year above the Bank of England's base rate from time to time, but at 4% a year for any period when that base rate is below 0%.

All amounts due under the Contract shall be paid in full without any set-off, counterclaim, deduction or withholding

7. Compalints

 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.

8. Claims

 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.

9. Liability

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.

The Company’s total liability to the Customer shall not exceed £1,000.

The restrictions on liability in this clause apply to every liability arising under or in connection with the supply of the Services including but not limited to liability in contract, tort (including negligence), misrepresentation, restitution or otherwise.

 10. Cancellation

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

A refund of the Service Fee will be issued accordingly if the Customer gives at least 7 days notice of cancellation.

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.

The Company will strive to provide a replacement consultant if the regular one is on holiday or poorly. The Customer agrees to pay the Service Fee even if the proposed Consultant , time and date are not convenient.

The Company will make a relevant refund in case of cancellation due to incapacity.

11. Termination

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.

The Customer shall immediately pay to the Company all of the Company’s outstanding unpaid invoices and interest and, in respect of Services supplied but for which no invoice has been submitted, the Company shall submit an invoice, which shall be payable by the Customer immediately on receipt;

Customer agrees to pay the full price of a monthly Service charge 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 £600.

12. 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.

13. Jurisdiction

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).