Terms of Service

Tembo Cleaning Services Limited – Terms & Conditions

Last Updated: 28th February 2025

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1. Introduction

These Terms and Conditions (“Terms”) govern all services provided by Tembo Cleaning Services Limited (“the Company”, “we”, or “us”) to the customer (“the Client” or “you”). By booking a cleaning service with us, you acknowledge that you have read, understood, and agree to be bound by these Terms. These Terms are designed to ensure clarity in our services and to protect both the Client and the Company. Nothing in these Terms affects your statutory rights.

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2. Booking Confirmation and Deposit

• Booking Confirmation: A cleaning appointment (“Booking”) is only confirmed once the required deposit has been paid and received by the Company.

• Deposit Amount: At the time of booking, the Client must pay a 50% deposit of the total quoted service fee. This deposit secures your preferred date and time.

• Deposit Payment Deadline: The remaining 50% balance must be paid no later than the day before the scheduled cleaning date.

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3. Non-Payment & Late Payment Policy

• Late Payment Charge: If an invoice remains unpaid more than 48 hours past its due date, a £10 late payment fee will be added to the outstanding balance.

• Interest on Overdue Balances: Any amount overdue by more than 48 hours will accrue interest at the prevailing Bank of England base interest rate. Interest will be calculated daily on the overdue amount from the original due date until full payment is received.

• Variable Interest Rate: The applicable interest rate may change in line with adjustments made by the Bank of England to its base rate.

• Debt Recovery: If invoices remain unpaid beyond a reasonable period, we may initiate legal action or engage debt collection procedures to recover the debt. Any additional recovery costs, such as legal fees or collection agency costs, may be added to the total amount due.

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4. Complaints Policy

• Submit Promptly in Writing: All complaints must be submitted in writing (e.g., via email) within 24 hours of the service’s completion. Complaints submitted after this timeframe may not be eligible for resolution under this policy.

• Include Supporting Photographs: Your written complaint must include a detailed description of the issue and supporting photographs of the affected area(s).

• No Refunds Policy: No refunds will be offered for service complaints. Instead, we will assess the issue and determine the best resolution.

• Re-Clean if At Fault: If Tembo Cleaning Services Limited is deemed to be at fault, we will offer a one-time re-clean of the affected area at no additional charge.

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5. Cancellation Policy

• Less than 24 hours' notice: The Client will be charged 100% of the service fee.

• 24-48 hours’ notice: The Client will be charged 50% of the service fee.

• Regular customers must provide 30 days’ written notice to cancel services.

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6. Access to Property

• If we are unable to gain access to your property due to no key, incorrect access details, the client not being home, or a locked door, the Client will still be charged 100% of the service fee.

• If a key box is required, it is the Client’s responsibility to ensure the key is present and in working order.

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7. Pets, Pests & Infestation Policy

• We do not clean pet litter trays, beds, cages, or remove animal waste.

• If our staff feel unsafe due to a pet, we will refuse service without refund.

• If fleas, bed bugs, or any other pest infestation is identified in the property, our team will terminate the clean immediately, and the Client will still be charged 100% of the service fee.

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8. Health & Safety

• All razors and sharp objects must be covered and put away before cleaning.

• Sanitary bins, nappies, or any waste containing bodily fluids must be disposed of by the Client.

• Bleach & Chemical Safety: Clients must not leave bleach or any other chemicals in toilets before our cleaners arrive. We do not use bleach in any of our cleaning services for health and safety reasons.

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9. Governing Law & Disputes

• These Terms & Conditions are governed by UK Law.

• Any disputes will be settled in the UK courts.

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10. Updates & Availability

Tembo Cleaning Services Limited reserves the right to update these Terms & Conditions at any time to reflect changes in legal requirements, business operations, or service offerings. The latest version of these Terms & Conditions will always be available on our website at www.tembocleaning.co.uk. It is the responsibility of the Client to review the most current version before booking or continuing services with us. By engaging our services, you agree to the latest version of our Terms & Conditions.