Terms of Service

1. Agreement Overview

These Terms of Service ("Terms") govern your use of commercial cleaning services provided by Northern Star Cleaning Services ("we," "us," "our," "Northern Star," or "the Company") across Manchester and the North West of England. By engaging our services, you ("Client," "Customer," or "you") agree to be bound by these Terms.

2. Service Description

Northern Star Cleaning provides professional commercial cleaning services including but not limited to:

• Office Cleaning: Daily, weekly, and monthly office maintenance
• Retail Cleaning: Shop floor maintenance and commercial retail spaces
• Industrial Cleaning: Warehouse, factory, and manufacturing facility cleaning
• HMO Cleaning: Houses in Multiple Occupation and rental property maintenance
• Deep Cleaning: Intensive sanitization and comprehensive cleaning services
• Emergency Cleaning: 24/7 rapid response cleaning for urgent situations

2.1 Service Areas

We provide services across Greater Manchester, Lancashire, Cheshire, Merseyside, and surrounding North West England areas. Service availability may vary by location and will be confirmed during booking.

3. Payment Terms

3.1 Payment Methods

We accept the following payment methods:

• Bank transfer (BACS) - Preferred method
• Credit and debit cards (Visa, MasterCard, American Express)
• Cash payments (for services under £500 only)
• Business cheques (with prior arrangement and clearance)

3.2 Pricing and Quotes

• All quotes are valid for 30 days from issue date
• Prices include VAT where applicable
• Additional services not included in the original quote will be charged separately
• Price adjustments may apply for significant changes to property conditions or access requirements

3.3 Recurring Services

For regular cleaning contracts (weekly, bi-weekly, monthly):

• Payment is required in advance for each service period
• We will invoice you 7 days before each payment due date
• Services will not commence until payment is received in full
• A 5% discount applies to annual payments made in advance

4. Cancellation and Refund Policy

4.1 Cancellation Terms

• 7+ days notice: Full refund minus 10% administration fee
• 3-6 days notice: 50% refund (50% cancellation fee applies)
• Less than 3 days notice: No refund (100% cancellation fee)
• Same day cancellation: No refund plus potential additional charges if team is dispatched

4.2 Weather and Access Cancellations

• Services cancelled due to severe weather conditions by Northern Star: Full refund or rescheduling
• Services cancelled by client due to weather: Standard cancellation terms apply
• Access denied on service day: No refund, full payment retained

4.3 Contract Termination

For ongoing service contracts:

• Either party may terminate with 30 days' written notice
• Unused prepaid services will be refunded pro-rata minus administration fees
• Termination due to client breach: No refund of unused services
• Early termination fee may apply for contracts less than 6 months old

5. Service Delivery and Access

5.1 Access Requirements

• Client must provide safe and reasonable access to premises during agreed service times
• Keys, codes, or access arrangements must be provided in advance
• Parking arrangements for service vehicles must be confirmed
• Health and safety hazards must be disclosed prior to service commencement

5.2 Service Standards

• All staff are DBS-checked and fully insured
• We provide all cleaning materials and equipment unless otherwise agreed
• Service completion will be documented with time stamps and photographic evidence where appropriate
• Quality control inspections may be conducted randomly

5.3 Rescheduling

• Services may be rescheduled once without penalty with 48 hours' notice
• Additional rescheduling requests may incur administrative charges
• We reserve the right to reschedule due to operational requirements with 24 hours' notice

6. Client Responsibilities

6.1 Property Preparation

• Remove or secure valuable items and confidential documents
• Ensure pets are contained or removed from service areas
• Provide clear access routes and remove obstacles
• Notify us of any fragile, antique, or special care items
• Ensure adequate lighting and utility access (water, electricity)

6.2 Health and Safety

• Disclose any known hazards (asbestos, chemicals, biological hazards)
• Provide relevant safety data sheets for any chemicals present
• Ensure compliance with workplace safety regulations
• Report any accidents or incidents immediately

7. Liability and Insurance

7.1 Our Insurance Coverage

• Public Liability Insurance: £2 million
• Employer's Liability Insurance: £10 million
• Professional Indemnity Insurance: £1 million
• Equipment and Tools Insurance: Comprehensive coverage

7.2 Limitation of Liability

• Our liability is limited to the cost of the service provided
• We are not liable for pre-existing damage or wear
• Claims must be reported within 24 hours of service completion
• Photographic evidence may be required for damage claims
• We are not liable for items not disclosed as valuable or fragile

7.3 Force Majeure

We are not liable for delays or failures due to circumstances beyond our reasonable control including but not limited to:

• Natural disasters, severe weather, or acts of God
• Government actions, regulations, or restrictions
• Labor strikes or industrial action
• Equipment failure or supply chain disruptions
• Public health emergencies or pandemics

8. Quality Guarantee

8.1 Satisfaction Guarantee

• We guarantee satisfaction with all completed services
• Complaints must be reported within 24 hours of service completion
• We will re-clean any unsatisfactory areas at no additional cost
• Re-cleaning must occur within 48 hours of complaint notification
• If re-cleaning is unsatisfactory, a partial refund may be provided

8.2 Service Standards

• All cleaning follows our detailed standard operating procedures
• We use professional-grade, eco-friendly cleaning products
• Services are performed by trained and supervised staff
• Regular quality audits ensure consistent service delivery

9. Confidentiality and Security

9.1 Confidentiality

• All staff sign comprehensive confidentiality agreements
• We maintain strict confidentiality of client business information
• Access to premises and information is limited to essential personnel
• Client data is processed in accordance with UK GDPR requirements

9.2 Security Measures

• All staff undergo DBS background checks
• Key and access code security protocols are strictly followed
• Premises security is maintained throughout service delivery
• Any security concerns are reported immediately to the client

10. Intellectual Property

All cleaning methods, procedures, training materials, and business processes used by Northern Star Cleaning are proprietary intellectual property. Clients may not copy, reproduce, or distribute any of our proprietary methods or materials.

11. Data Protection and Privacy

We process personal data in accordance with our Privacy Policy and UK GDPR requirements. Client data is used solely for service delivery, billing, and communication purposes. For full details, please refer to our Privacy Policy.

12. Dispute Resolution

12.1 Complaint Procedure

1. Initial Contact: Report concerns to your service manager within 24 hours
2. Investigation: We will investigate and respond within 48 hours
3. Resolution: Appropriate remedial action will be taken
4. Escalation: Unresolved issues may be escalated to senior management
5. Alternative Dispute Resolution: Mediation services may be utilized if needed

12.2 Governing Law

These Terms are governed by English law and subject to the exclusive jurisdiction of the English courts. Any disputes will be resolved through the English legal system.

13. Amendments and Updates

We reserve the right to modify these Terms at any time. Changes will be:

• Posted on our website with updated effective date
• Communicated to existing clients via email
• Applied to new bookings immediately upon posting
• Applied to existing contracts at the next renewal period

14. Severability

If any provision of these Terms is found to be unenforceable or invalid, the remaining provisions will continue in full force and effect. The invalid provision will be replaced with a valid provision that most closely achieves the original intent.

15. Entire Agreement

These Terms, together with our Privacy Policy and any written service agreements, constitute the entire agreement between Northern Star Cleaning and the Client. No verbal agreements or representations outside of these written terms are binding.

16. Emergency Services

16.1 Emergency Response

• Emergency services available 24 hours a day, 7 days a week
• Response times: 30 minutes to 2 hours depending on location and severity
• Immediate payment authorization required before dispatch
• Premium rates apply for out-of-hours emergency services
• Minimum call-out charge applies for all emergency services

17. Contact Information and Support

Acceptance: By engaging our services or making payment, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service.

For questions about these Terms or our services, please contact us during business hours. We're here to help and ensure your complete satisfaction with our professional cleaning services.