Trust 360 Ltd - Terms & Conditions

1.1. In these Terms of Business the following definitions apply: 
The Company, We, Us – means Trust 360 Limited
Infection Control Technician, operative, cleaner – means the person or firm carrying out cleaning and infection control services on behalf of the Company. 
Client – means the person, firm or corporate body together with any subsidiary or associated company as defined by the Companies Act 1985 to whom the cleaning services are supplied by the Company.
Client(s) Address – means the address where the Client has requested the cleaning or infection control service to be carried out.
Service(s) – means the cleaning or infection control services carried out on behalf of the Company. 
Cleaning and infection control visit(s) – means the visit to the Client(s) service address by the Cleaner or technician in order to carry out the Service.

1.2. Unless the context requires otherwise, reference to the singular include the plural and references to the masculine include the feminine and vice versa.

1.3. The Headings contained in these Terms are for convenience only and do not affect their interpretation.

2. Contract

2.1 These Terms and Conditions represent a contract between Trust 360 Limited and the Client.

2.2 Both parties shall ensure that their respective responsibilities under this agreement are undertaken in compliance with all statutory regulations and codes of conduct.

2.3 The Client agrees that any use of the Company(s) services, including placing an order for services by telephone, fax, email, website forms shall constitute the Client(s) acceptance of these Terms and Conditions.

2.4 Unless otherwise agreed in writing by a director of the Company, these Terms and Conditions shall prevail over any other terms of business or purchase conditions put forward by the Client.

2.5 No variation or alteration of these Terms and Conditions shall be valid unless approved in writing by a director of the Company.

3. Quotations

3.1. Infection Control services are charged per square metre taking into account area to be treated and the products to be used. Company representatives will conduct a client consultation to determine the exact price of the work to be undertaken. Consultations include area measurement and a reconnaissance of the onsite facilities and accessibility. Details of this consultation are discussed with the client on site and a copy of the consultation / quote is left with the client.

3.2. The company provides approximate prices over the phone if the client declines the offer of a free consultation and quote. An accurate price is provided to the client on site prior to work commencing.

3.3. Infection Control Cleaning can be charged as an hourly rate or per job and will be negotiated between the company and the client

3.4. All quotations are given by the Company following a request by the Client and shall remain open to acceptance for a period of 30 days from their date.

3.5. The Company reserves the right to amend the initial quotation, should the Client’s original requirements change.

3.6. Differences in excess of 10% will be discussed with the Client prior to the start of the work. In such cases the Client will have to pay £50.00 cancellation fee if they do not accept the updated price.

4. Equipment

4.1. The Company will supply the cleaning equipment and materials for the deep cleaning when required.

4.2. The Company shall provide all cleaning supplies and infection control equipment required to carry out the service.

4.3. The Client must provide access to electricity at the premises where the service takes place.

5. Payment

5.1 The Company reserves the right to request a £50.00 deposit from the client payable to the Company at the time of the booking

5.2 Unless otherwise agreed in writing by the company the account is rendered for immediate payment on the completion of the work. The Client must make payment either by cash, cheque or direct credit on completion.

5.3 Although greatly appreciated and a powerful way to say “Thank you”, the Client understands that tipping is not required.

5.4 The Company reserves the right to charge £50.00 administrative fee, plus any solicitors fees, in addition to the balance due, for any account we must refer for collection.

5.5 Where such alternative arrangements have been made the Client must make payment within 30 days of the invoice date.

5.6 Should the invoice not be settled after 30 days, interest will be charged at 10% per month on all outstanding balances, and legal proceedings will be started if payment is still not forthcoming

5.7 The rates of payment by the Company shall be as agreed between the Company and the Client, or his representative. The Client shall make no reduction or retention from the sum due under any invoice.

6. Cancellation

6.1. The Client can cancel the scheduled service by giving no less than 24 hours prior notice in writing.

6.2. There is a cancellation fee of £50.00 or 40% of the service total for cancelling or rescheduling a cleaning visit with less than 24 but more than 2 hours’ notice.

6.3. The Company reserves the right to retain the £50.00 deposit as a cancellation fee/part of a cancellation fee.

6.4. The Client must pay the full price of the booked service if:

6.4.1 Our technicians / cleaners arrive at the Client(s) address and are unable to gain access to the Client(s) premisdes, through no fault of the Company. If keys are provided they must open all locks without any special efforts or skills;

6.4.2 The Client cancels the booked service with less than 2 hours prior notice.

6.5. If the Client needs to change a cleaning day or time, the Company will do its best to accommodate them. Any changes to booked services are subject to a 24 prior notice and availability. 

7. Refunds

7.1 Refund will be issued only if:

7.1.1 The Client has cancelled a cleaning visit within the allowed time (24 hours) prior to the start of the treatment visit;

7.1.2 A cleaning operative / technician has not been able to carry out the service due to reasons beyond the Client(s) responsibility.

8. Complaints

8.1. All services shall be deemed to have been carried out to the Client’s satisfaction unless notice is received by the Company with details of the complaint within 48 hours of the work being completed. All complaints must be received verbally or in writing by post, fax or email no later than 48 hours after the completion of the service. The Company will fully investigate any complaint and attempt to resolve it to the satisfaction of the Client, or alternatively to a reasonable standard.

8.2. The Client agrees to allow the Company back to re-clean and treat any disputed areas/items before making any attempts to clean those areas/items themself or arranging a third party to carry out cleaning or infection control services or repair services with regards to the above. Failure to do so will void our Company Guarantee and we will consider the matter fully settled. If payment has not been received in full or has been stopped by the Client we will immediately refer the account for collection.

9. Claims

9.1. The Client agrees that due to the nature of the service the Company guarantees only to correct any problems reported within 48 hours of the completion of the service. If a problem occurs on a Saturday it must be reported by Tuesday 12:00 in order to be accepted as a valid claim. Failure to do so will entitle the Client to nothing.

9.2 The Company may require entry to the location of the claim within 24 hours to correct the problem.

9.3. The Client agrees to inspect the work immediately after its completion and to draw the operative’s attention to any outstanding issues while they are still on site. The operatives will carry out any such additional work to the Client(s) complete satisfaction.

9.4. If the Client instructs a third party to inspect the result from the treatment then the Company must be notified before completion of the service.

9.5. In case of a third party inspecting or refusing to inspect the result from the treatment then the Company cannot be held responsible for rectifying any outstanding cleaning issues not mentioned by the third party.

9.6. Any refunds or adjustments must be requested to the Company directly and subject to approval by the Company.

9.7. The Client waives his right to stop payment on his cheque or protest payment unless the Company fails to make good on the guarantee shown in part 13.

9.8. While the Company operatives make every effort not to break items, accidents do happen. Identical replacement is always attempted but not guaranteed. For this specific reason, the Company requests all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and /or not cleaned or treated by the technicians and cleaning operatives.

9.9. In case of damage, The Company will repair the item at its cost. If the item cannot be repaired the Company will rectify the problem by crediting the customer with the item’s present actual cash value toward a like replacement from a Company’s source upon payment of cleaning services rendered.

9.10. The Company shall not be responsible for damage due to faulty and/or improper installation of any item. All surfaces (i.e., marble, granite, etc.) are assumed sealed and ready to clean / treat without causing harm.

9.11. No claims shall be entertained if the Client has an outstanding balance aged more than 30 days.

9.12. Any attempt to commit insurance fraud or any use of false information to commit any type of fraud will be prosecuted to the fullest extent of the law together by the Company and the Insurance Provider(s). Monetary compensation as well as legal fees may incur.

10. Liability

10.1. The Company shall not be liable under any circumstances for any loss, expense, damage, delay, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Client arising from or in any way connected with:

10.1.1 Its failure to carry out its services as a result of factors that are beyond its control. Factors beyond its control include acts of god, floods, severe weather conditions, and inability to gain access to premises, lack of appropriate resources, such as water, electricity, and lighting;

10.1.2 Late arrival of Company operatives at the service address. The Company endeavours to be right on time on any visit but sometimes due to transport related and other problems which are beyond the Company(s) control, the Company operatives may arrive with a delay or the visit may be re-scheduled.

10.1.3 Any existing damage to Clients property in the form of old stains/burns/spillages, damages etc.

10.2. The Company shall not be liable for any odours arising during and/or after cleaning when this is due to factors such as, lack of ventilation, and/or appropriate heating.

10.3. The Company shall not be liable under any circumstances for any loss, expense, damage, delay, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Client if the Client has an outstanding balance aged 30 days or more from the date the payment was due.

10.4. We record all incoming and outgoing phone conversations for quality control, record keeping and back-referral for any inquiries or investigations.

11. Supplementary Terms

11.1. If any estimates of how long it will take the operatives / technicians to do the job required are being provided that is only an estimate based on the average time it takes to clean premises of similar size to the Client’s, it being difficult to estimate precisely how long such tasks may take and that a degree of flexibility may be required.

11.2. The Client understands that the price they have been quoted is not for a “package deal” and refers only to the work quoted.

11.3. The quotation excludes the clearing of debris created by tradesman or building work unless otherwise stated.

11.4. The Client shall ensure that all valuables are stored away when work is carried out and that the property is supervised by the Client or his representative at all times during the course of the work. The Company shall not be responsible for the Client(s) failure to comply with this obligation.

11.5. The provisions of this contract are not intended to confer any benefit upon Third parties and the provisions of the Contracts (Rights of Third Parties) Act 1999, are hereby expressly excluded from this agreement.

11.6. The Company reserves the right to make any changes to any part of these Terms and Conditions without giving any prior notice. The Company may add to or alter these Terms and Conditions from time to time and any alterations or additions will apply to new business but not to existing contracts. Please refer to your copy of these T & C.

12. Our Guarantee

12.1 The Company has built its business and reputation by providing its clients with the best possible service available. Still, the Company realises, that because its operatives are human beings, they sometimes make mistakes. For this reason, the Company offers you a guarantee. If the Client is not satisfied with the standard of service, the Company’s operatives will come back to the Client’s premises and re-clean those areas free of charge.

12.2 Our guarantee is subject to a complaints notice no later than 24 hours after the completion of the service.

13. Insurance

13.1. The Company shall insure all work it undertakes. The Companies public liability and treatment risk insurance covers damages caused by a cleaning operative working on behalf of the Company and includes Treatment Risk and Fidelity Risk covers as standard. All claims are subject to an excess of £50.00.

14. Law

14.1 These Terms are governed by the laws of England and Wales, and are subject to the exclusive jurisdiction of the Courts of England, and Wales.