1. About these terms
These terms explain how Zest Cleaning Ltd (trading as Zest Cleaning Services) supplies cleaning and associated home-care services. They apply to bookings accepted by Zest, together with the agreed quotation, service schedule and any confirmed written changes.
Nothing in these terms limits rights that the law gives you as a consumer. If a term conflicts with a mandatory legal right, that legal right takes priority.
2. Quotations and bookings
A quotation describes the property, agreed service, anticipated duration or scope, frequency, price and any specific exclusions or extras. Quotations are subject to the validity period stated on them. A booking is confirmed only when Zest accepts it in writing or through its booking system.
Please tell us accurately about the property, its condition, access, pets, parking, health and safety concerns, and areas needing special treatment. If material information differs from that provided, we will explain any necessary change to scope, price or timing and seek your agreement before additional chargeable work.
We may decline a request or propose an alternative date where staffing, access or safe working conditions make the requested service impracticable.
3. What each service means
Private Home Care: agreed recurring domestic cleaning, typically weekly or fortnightly, focused on the rooms and priorities in your care plan. It is maintenance cleaning, not an unlimited deep clean. Optional linen and bed changes must be agreed.
Deep Home Reset: a separately scoped, more intensive one-off clean for accumulated detail, specific areas or a whole-home refresh. It does not guarantee removal of every stain, permanent mark, ingrained limescale or damage.
Guest Ready: agreed changeover cleaning and presentation for holiday lets, short stays and second homes. Linen, restocking, reporting, laundry and arrival checks are included only when expressly agreed.
Move In / Move Out: cleaning to an agreed property-specific scope for moving or handover. We cannot guarantee a landlord, agent or deposit-scheme outcome, which may depend on matters beyond cleaning.
Workspace Care: scheduled cleaning of agreed offices, professional premises or communal areas. Business-to-business arrangements may require a separate commercial schedule.
Return Home Service: an agreed refresh and preparation of the property before arrival, with bed preparation, kitchen reset, shopping or restocking only where specifically included.
Extras such as oven cleaning, fridge cleaning, bed changes, interior windows and guest or arrival preparation are chargeable only when agreed. Website descriptions are illustrative; your accepted quotation and service plan determine the exact tasks and priorities.
4. Appointments, access and customer responsibilities
Please provide safe and timely access, working electricity, running water, adequate lighting and any necessary parking or entry instructions. Tell us about alarm systems, delicate surfaces, manufacturer care instructions, pets and any known hazards.
Please secure cash, jewellery, confidential papers and especially fragile or irreplaceable possessions, and identify items requiring specialist handling. This does not remove our responsibility where we are legally liable for damage.
If we cannot enter at the agreed time because access has not been arranged, we will make reasonable efforts to contact you. Where the visit cannot reasonably proceed, the late-cancellation provisions may apply, subject to actual loss, costs saved and any ability to reallocate the appointment.
For health and safety reasons, we may suspend or stop work where conditions are unsafe, including hazardous waste, uncontrolled animals, unsafe equipment or suspected harmful materials. We will explain the issue and agree a practical next step where possible.
5. Cancellations and rescheduling
Please give at least 48 hours’ notice if you wish to cancel or move an appointment. We will try to accommodate a new date, subject to availability.
For cancellations with less than 48 hours’ notice, Zest may charge a reasonable amount of up to 50% of the affected visit price, but only to reflect our reasonably anticipated or actual net loss. We will take account of staff or travel costs avoided, whether the slot was filled and other relevant circumstances. No automatic penalty applies.
If Zest cancels or cannot attend, we will offer a suitable alternative or refund any payment for work not provided. We will not charge you a cancellation fee for our own cancellation.
These appointment rules do not replace any statutory cancellation right, including the cooling-off rights explained below.
6. Your statutory cancellation rights
For qualifying consumer contracts made online, by telephone or away from our business premises, you may have a legal right to cancel within 14 days after the service contract is made, without giving a reason. We will provide the required pre-contract information and cancellation instructions where those rules apply.
If you expressly request cleaning to begin within that 14-day period, and then cancel, you may have to pay a proportionate amount for services already supplied, provided the applicable legal requirements have been met. If the service has been fully performed within that period, the right to cancel may be lost only where the required express request and acknowledgement have been obtained.
You can exercise any applicable statutory cancellation right by contacting enquiries@zestcleaningservices.co.uk with a clear statement that you wish to cancel. A model cancellation form can be requested, but using it is optional.
Where statutory cancellation rights apply, those rights take priority over our ordinary 48-hour booking policy and 14-day recurring-service notice.
7. Recurring cleaning plans
Regular arrangements continue at the agreed frequency unless varied or ended. Either party may end a recurring plan on 14 days’ written notice, subject to statutory rights and any separately agreed fixed-term commitment. We will only charge for work actually supplied and any fair, properly applicable cancellation amount for appointments falling within the notice period.
Changes to day, frequency, priorities, planned dates or extras must be confirmed by Zest. Individually agreed future dates take precedence over the usual recurring pattern for those visits.
We may review pricing where scope, frequency, property condition, travel or costs materially change. We will give advance notice and obtain agreement before applying a new price to future services.
8. Prices, invoices and payment
The agreed quotation states the price and whether VAT is applicable. Unless otherwise stated in writing, invoices are payable within seven calendar days of the invoice date. Payments must be made using the methods shown on the invoice.
Please contact us promptly if an invoice appears incorrect. We will investigate genuine disputes fairly; undisputed sums remain payable by their due date.
If an invoice remains unpaid, we may issue courteous reminders and, after reasonable notice, suspend future services until the account is brought up to date. We may pursue lawful recovery of sums properly due. We will not impose arbitrary consumer late-payment penalties or debt-recovery charges. Any interest or recovery costs will be claimed only where legally permitted and properly disclosed.
Where a business customer has separately agreed commercial payment terms, those terms will be recorded in the quotation or commercial schedule.
9. Quality, concerns and reasonable remedies
We will provide services with reasonable care and skill. Please report any concern as soon as reasonably practical, ideally within 48 hours of the visit, with details and photographs where useful. This helps us investigate and offer an appropriate response; it is not a deadline that removes statutory rights.
Where work falls below the agreed standard, we will discuss an appropriate remedy, which may include repeating affected work within a reasonable time, a proportionate price reduction or another remedy required by law.
Results depend on the condition and material of each surface. Cleaning cannot reverse wear, pre-existing damage, permanent staining or defects.
10. Damage, breakages and liability
Please tell us promptly about any alleged damage and, where possible, preserve photographs and the affected item so we can investigate. We will respond fairly and may ask for evidence of condition, repair or replacement cost.
Zest remains responsible for loss or damage caused by our failure to exercise reasonable care and skill or otherwise where the law makes us liable. Any compensation will be assessed fairly by reference to the loss actually caused, including age, condition and reasonable repair options.
Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any other liability that cannot lawfully be excluded. These terms do not exclude your statutory rights.
11. Keys, security, photographs and privacy
Any keys, codes or access instructions entrusted to us will be handled with reasonable security measures and used only for authorised services. Please tell us promptly when access arrangements change.
Operational photographs may be taken where reasonably needed to evidence agreed work, document a concern or manage a service, in accordance with our privacy notice and applicable data-protection law. We will not use identifiable images of your home for public marketing without appropriate permission.
Our privacy notice explains how personal information is handled. We will not share property access details except where necessary and authorised for service delivery or required by law.
12. Staff, conduct and additional requests
Please treat our team respectfully and provide a safe working environment. Harassment, threatening behaviour or unsafe conditions may result in suspension or cancellation of the visit, with any charge assessed fairly under these terms.
Please request changes or extra services through Zest rather than assuming the cleaner can extend the appointment. Additional work, materials or time will only be chargeable once agreed. We cannot guarantee extras requested at short notice.
13. Events outside reasonable control
If events beyond either party’s reasonable control prevent or delay a visit, we will communicate promptly and seek a fair alternative. Neither party is responsible for a failure caused by circumstances genuinely beyond reasonable control, but payment for services not supplied and any statutory refund rights will be handled fairly.
14. Changes to these terms and disputes
We may update these terms for future bookings. The version supplied or made available when your booking is accepted normally governs that booking, unless a lawful change is expressly agreed. We will not impose material changes retrospectively without agreement.
Please contact us first so we can investigate any complaint. These terms are governed by the law of England and Wales, without removing any mandatory consumer protections or jurisdiction rights that apply to you.
15. Contact and company details
Zest Cleaning Ltd trading as Zest Cleaning Services. Company number 17255977. Registered office: 36 Mendip Avenue, Eastbourne, BN23 8ER. Email: enquiries@zestcleaningservices.co.uk. Telephone: 07710 697674. Website: www.zestcleaningservices.co.uk.