Pristine Cleaning Lincoln

These Terms and Conditions are the standard terms which apply to the provision of cleaning services by Pristine Service Company (Lincoln) Ltd (“the Company”) to customers who require their homes to be cleaned on a regular basis. Please read them carefully and ensure that you understand and agree to them. If you have any questions, please contact us.

These Terms and Conditions apply where the customer is a “Consumer” as defined by the Consumer Rights Act 2015.

  1. Definitions and Interpretation 
    1. In these Terms and Conditions, unless the context otherwise requires, the following expressions have the following meanings:
“Agreement”means the contract into which You and We will enter if You accept the Quotation. The Agreement will incorporate, and be subject to, these Terms and Conditions;
“Agreed Times”means the times which You and We agree for the Cleaner to have access to the Property to provide the Cleaning Services;
“Business”means any business, trade, craft or profession carried on by You or any other person or organisation;
“Cleaner”means Our employee who will be responsible for providing the Cleaning Services;
“Cleaning Services”means the cleaning services We will provide as specified in the Agreement;
“Consumer”means a “consumer” as defined by the Consumer Rights Act 2015, and in relation to these Terms and Conditions means an individual customer of the Company who receives Cleaning Services for their personal use and for purposes wholly or mainly outside the purposes of any Business;
“Deposit”means the deposit You may be required to pay in accordance with Clause 5;
“Fees”means the fee You are to pay for the Cleaning Services as specified in the Agreement;
“Model Cancellation Form”means the model cancellation form attached as Schedule 2;
“Order”means Your initial request for Us to provide the Cleaning Services as set out in Clause 4;
“Property”means Your home, as detailed in the Order and the Agreement, at which We are to provide the Cleaning Services;
“Quotation”means the quotation We give to You in accordance with Clause 4 detailing the services We will provide to You and the fees We will charge;
“Service Period”means a period of one month beginning on the Start Date and repeating until the Agreement is cancelled or terminated;
“Start Date”means the date You and We agree on for Us to start providing the Cleaning Services as specified in the Agreement;
“Visit”means any occasion, scheduled or otherwise, on which the Cleaner visits the Property to provide the Cleaning Services;
“We/Us/Our”means the Company and includes all employees, agents and sub-contractors of the Company; and
“You/Your”means a Consumer who is a customer of the Company.
“Website”means www.pristine-clean.co.uk
  • Each reference in these Terms and Conditions to “writing”, and any similar expression, includes electronic communications whether sent by e-mail, fax or other means.
    • Each reference to a statute or provision of a statute is a reference to that statute or provision as amended or re-enacted at the relevant time.
    • Each reference to “these Terms and Conditions” is a reference to these Terms and Conditions.
    • Each reference to a Schedule is a reference to a schedule to these Terms and Conditions.
    • The headings used in these Terms and Conditions are for convenience only and do not affect the interpretation of these Terms and Conditions.
    • Words signifying the singular number will include the plural and vice versa.
    • References to any gender will include any other gender.
    • References to persons, unless the context otherwise requires, include corporations.
  • Information about Us
    • We are a limited company.
    • We are registered in England & Wales under number 13497542.
    • Our registered office is at Unit 17 Stirlin Business Park, Sadler Road, Lincoln, LN6 3AF.
  • Communication and Contact Details
    • If You wish to contact Us with questions or complaints, You may contact Us by telephone at 01522 274 774 or by email at hello@pristine-clean.co.uk.
    • In certain circumstances You must contact Us in writing (as stated in various Clauses throughout these Terms and Conditions).  When contacting Us in writing You may use the following methods:
      • contact Us by email at hello@pristine-clean.co.uk; or
  • Orders
    • We accept orders for Cleaning Services via our Website.
    • When placing an Order You should set out, in detail, the Cleaning Services required.  Details required include the location and size of the Property, number and type of rooms which are to be cleaned, the frequency of Visits required and the type(s) of cleaning required.
    • We will provide an instant Quotation via our Website prior to the point of sale.
    • Once the Order is complete we will contact you via email or telephone to confirm your Order.
    • If We cannot accept your Order, We will inform you of this in writing.
    • When (but not before) we have accepted your Order, a legally binding contract between You and Us will be created for Us to provide the Cleaning Services and for You to pay for them. We will then attach the signed Agreement and complete any blanks in the Agreement in accordance with the Quotation.
    • If you wish to change your Order after, please contact Us and We will tell you whether or not the change can be accommodated, along with any changes to the fees payable as a result. If we cannot accommodate the changes or the changes to the fees or other matters are not acceptable to you, you may cancel in accordance with Clause 11 and/or 12.
  • Fees and Payment
    • Our Cleaning Services Fees are shown in your booking form at the point of sale.
      • We provide additional services and provide a Quotation in your booking form
    • We will invoice you by your chosen credit or debit card each time we have provided Cleaning Services to you.
    • If You do not pay an invoice by the due date We may charge You interest on the overdue sum at the rate of 8% above the base rate of Bank of England from time to time until payment is made in full.Interest will accrue on a daily basis from the due date until the actual date of payment, whether before or after judgment.
    • If You have promptly contacted Us to dispute an invoice in good faith, We will not charge interest while such a dispute is ongoing.
  • Cleaning Services
    • We will provide the Cleaning Services in accordance with the specification set out in the accepted Quotation and in the Agreement (as may be amended by agreement between You and Us from time to time).
    • We will begin to provide the Cleaning Services on the Start Date and will continue to provide the Cleaning Services until the Agreement is terminated by You or Us in accordance with these Terms and Conditions.
    • We will use reasonable endeavours to ensure that You are always assigned the same Cleaner.  If a particular Cleaner is unavailable We will inform You of any change prior to a Visit.
    • We will ensure that the Cleaning Services are performed with reasonable care and skill and to a reasonable standard which is consistent with best practice in the cleaning market.
    • We will ensure that We comply with all relevant codes of practice.
    • Under no circumstances will the Cleaner move heavy furniture or other items in order to provide the Cleaning Services.
    • Unless specifically agreed at the time of the Order, the Cleaner will not clean any items which appear to be antique or fragile or which, in the Cleaner’s reasonable judgement, may be damaged as a result of cleaning.
    • If You require kitchen cupboards, fridges or freezers to be cleaned internally You must empty them prior to the Visit on which they are to be cleaned.
    • We will properly dispose of all waste that results from provision of the Cleaning Services.
    • If cleaning work beyond the normal remit of the Cleaning Services is required (to clean up a serious spillage, for example) We will first obtain Your consent to perform such work and will add the costs of such work to the invoice for the Service Period in which the work takes place.
  • Your Obligations
    • You will ensure that the Cleaner can access the Property at the Agreed Times to provide the Cleaning Services.
    • You may either give the Cleaner a set of keys to the Property or be present at the Agreed Times to give the Cleaner access.  We promise that all keys will be kept safely and securely by Cleaners.
    • You must provide all appropriate cleaning products and equipment and  ensure that all equipment is in good and safe working order.  We will not be responsible for the Cleaner’s inability to provide the Cleaning Services effectively where cleaning products or equipment are not available.
    • If You do not provide the required access to the Property or make it impossible for Us to provide the Cleaning Services by failing to comply with any other provision in this Clause 8, and do not have a good reason for this, We may invoice you for any additional charges incurred as a result.
    • You must ensure that the Cleaner has access to electrical outlets and a supply of hot and cold running water.
    • You must give Us at least 24 hours notice if You do not require the Cleaner to provide the Cleaning Services on a particular day or at a particular time.  We will not invoice for cancelled Visits provided such notice is given.  If less than 24 hours notice is given We will invoice You at the normal rate.
  • Problems with Our Service
    • If there is a problem with the result of the Cleaning Services, i.e. they have not been provided with reasonable care and skill, You are entitled to ask Us to repeat or fix the service, or to get a price reduction if this is not possible.
    • We always use reasonable efforts to ensure that Our provision of the Cleaning Services is trouble-free. If, however, there is a problem with the Cleaning Services We request that You inform Us as soon as is reasonably possible. We will use reasonable efforts to remedy problems with the CleaningServices as quickly as is reasonably possible and practical.
    • We will not charge You for remedying problems under this Clause 9 where the problems have been caused by Us [or where nobody is at fault].  If We determine that a problem has been caused by incorrect or incomplete information or action provided or taken by You, We may charge You for remedial work.
    • As a consumer, You have certain legal rights with respect to the purchase of goods or services.  For full details of your legal rights and guidance on exercising them, it is recommended that You contact your local Citizens Advice Bureau or Trading Standards Office.
    • If We do not perform the Cleaning Services with reasonable skill and care, You have the right to request repeat performance or, if that is not possible or done within a reasonable time without inconvenience to You, You have the right to a reduction in price;
    • If the Cleaning Services are not performed in line with information that We have provided about them, You also have the right to request repeat performance or, if that is not possible or done within a reasonable time without inconvenience to You (or if Our breach concerns information about Us that does not relate to the performance of the Cleaning Services), You have the right to a reduction in price.
    • If for any reason We are required to repeat the Cleaning Services in accordance with Your legal rights, We will not charge You for the same and We will bear any and all costs of such repeat performance.  In cases where a price reduction applies, this may be any sum up to the full fees payable for the Visit(s) affected and, where You have already made payment(s) to Us, may result in a full or partial refund.  Any such refunds will be issued without undue delay (and in any event within 14 calendar days starting on the date on which We agree that You are entitled to the refund) and made via the same payment method originally used by You unless You request an alternative method.
  • Complaints and Feedback
    • We always welcome feedback from Our customers and, while We always use all reasonable endeavours to ensure that Your experience as a customer of Ours is a positive one, We nevertheless want to hear from You if You have any cause for complaint.
    • If You wish to complain about any aspect of Your dealings with Us, please contact Us in one of the following ways:
      • By email, addressed to Complaints Team, support@pristine-clean.co.uk;
      • By contacting Us by telephone on 01522 274 774
  • Complaints and Feedback
    • We always welcome feedback from Our customers and, while We always use all reasonable endeavours to ensure that Your experience as a customer of Ours is a positive one, We nevertheless want to hear from You if You have any cause for complaint.
    • If You wish to complain about any aspect of Your dealings with Us, please contact Us in one of the following ways:
      • By email, addressed to Complaints Team, support@pristine-clean.co.uk;
      • By contacting Us by telephone on 01522 274 774
  • Cancellation of Agreement During the Cooling Off Period
    • You and Us is formed and ends at the end of 14 calendar days after that date.  
    • You wish to cancel the Agreement within the cooling off period You should inform Us immediately by a clear statement (e.g. a letter sent by post, fax or email to the postal address, fax number or email address specified in these Terms and Conditions). You may use the Model Cancellation Form, but You do not have to.  
    • You to send Your communication concerning the exercise of the right to cancel before the cancellation period has expired. 
    • You exercise the right to cancel You will receive a full refund of any amount paid to the Us in respect of the contract.
    • You have expressly agreed otherwise. In any case, You will not incur any fees as a result of the refund.
    • You as a result of a cancellation without undue delay and, in any case, within the period of 14 days after the day on which We are informed of the cancellation.
    • Start Date falls within the cooling off period You must make an express request for provision of the Cleaning Services to begin within the 14 calendar day cooling off period. This request forms a normal part of the ordering process. By making such a request You acknowledge and agree to the following:
      1. You cancel the Agreement after provision of the Cleaning Services has begun You will be required to pay for the Cleaning Services supplied up until the point at which You inform Us of Your wish to cancel;  
      1. a fair proportion of the Fees.  Any sums that have already been paid for the Cleaning Services will be refunded subject to deductions calculated on this basis;  
      1. 7 days and in any event no later than 14 calendar days after You inform Us of Your wish to cancel.
    • 12 applies to termination of the Agreement after the 14 calendar day cooling off period has elapsed and/or where it does not apply.
  1. Cancellation of Agreement During the Cooling Off Period
    • You and Us is formed and ends at the end of 14 calendar days after that date.  
    • You wish to cancel the Agreement within the cooling off period You should inform Us immediately by a clear statement (e.g. a letter sent by post, fax or email to the postal address, fax number or email address specified in these Terms and Conditions). You may use the Model Cancellation Form, but You do not have to.  
    • You to send Your communication concerning the exercise of the right to cancel before the cancellation period has expired. 
    • You exercise the right to cancel You will receive a full refund of any amount paid to the Us in respect of the contract.
    • You have expressly agreed otherwise. In any case, You will not incur any fees as a result of the refund.
    • You as a result of a cancellation without undue delay and, in any case, within the period of 14 days after the day on which We are informed of the cancellation.
    • Start Date falls within the cooling off period You must make an express request for provision of the Cleaning Services to begin within the 14 calendar day cooling off period. This request forms a normal part of the ordering process. By making such a request You acknowledge and agree to the following:
      1. You cancel the Agreement after provision of the Cleaning Services has begun You will be required to pay for the Cleaning Services supplied up until the point at which You inform Us of Your wish to cancel;  
      1. a fair proportion of the Fees.  Any sums that have already been paid for the Cleaning Services will be refunded subject to deductions calculated on this basis;  
      1. 7 days and in any event no later than 14 calendar days after You inform Us of Your wish to cancel.
    • 12 applies to termination of the Agreement after the 14 calendar day cooling off period has elapsed and/or where it does not apply.
  1. Cancellation of Agreement During the Cooling Off Period
    1. You and Us is formed and ends at the end of 14 calendar days after that date.  
    1. You wish to cancel the Agreement within the cooling off period You should inform Us immediately by a clear statement (e.g. a letter sent by post, fax or email to the postal address, fax number or email address specified in these Terms and Conditions). You may use the Model Cancellation Form, but You do not have to.  
    1. You to send Your communication concerning the exercise of the right to cancel before the cancellation period has expired. 
    1. You exercise the right to cancel You will receive a full refund of any amount paid to the Us in respect of the contract.
    1. You have expressly agreed otherwise. In any case, You will not incur any fees as a result of the refund.
    1. You as a result of a cancellation without undue delay and, in any case, within the period of 14 days after the day on which We are informed of the cancellation.
    1. Start Date falls within the cooling off period You must make an express request for provision of the Cleaning Services to begin within the 14 calendar day cooling off period. This request forms a normal part of the ordering process. By making such a request You acknowledge and agree to the following:
      1. You cancel the Agreement after provision of the Cleaning Services has begun You will be required to pay for the Cleaning Services supplied up until the point at which You inform Us of Your wish to cancel;  
      1. a fair proportion of the Fees.  Any sums that have already been paid for the Cleaning Services will be refunded subject to deductions calculated on this basis;  
      1. 7 days and in any event no later than 14 calendar days after You inform Us of Your wish to cancel.
    1. 12 applies to termination of the Agreement after the 14 calendar day cooling off period has elapsed and/or where it does not apply.
  1. Cancellation of Agreement During the Cooling Off Period
    1. You and Us is formed and ends at the end of 14 calendar days after that date.  
    1. You wish to cancel the Agreement within the cooling off period You should inform Us immediately by a clear statement (e.g. a letter sent by post, fax or email to the postal address, fax number or email address specified in these Terms and Conditions). You may use the Model Cancellation Form, but You do not have to.  
    1. You to send Your communication concerning the exercise of the right to cancel before the cancellation period has expired. 
    1. You exercise the right to cancel You will receive a full refund of any amount paid to the Us in respect of the contract.
    1. You have expressly agreed otherwise. In any case, You will not incur any fees as a result of the refund.
    1. You as a result of a cancellation without undue delay and, in any case, within the period of 14 days after the day on which We are informed of the cancellation.
    1. Start Date falls within the cooling off period You must make an express request for provision of the Cleaning Services to begin within the 14 calendar day cooling off period. This request forms a normal part of the ordering process. By making such a request You acknowledge and agree to the following:
      1. You cancel the Agreement after provision of the Cleaning Services has begun You will be required to pay for the Cleaning Services supplied up until the point at which You inform Us of Your wish to cancel;  
      1. a fair proportion of the Fees.  Any sums that have already been paid for the Cleaning Services will be refunded subject to deductions calculated on this basis;  
      1. 7 days and in any event no later than 14 calendar days after You inform Us of Your wish to cancel.
    1. 12 applies to termination of the Agreement after the 14 calendar day cooling off period has elapsed and/or where it does not apply.
  1. Cancellation of Agreement During the Cooling Off Period
    1. You and Us is formed and ends at the end of 14 calendar days after that date.  
    1. You wish to cancel the Agreement within the cooling off period You should inform Us immediately by a clear statement (e.g. a letter sent by post, fax or email to the postal address, fax number or email address specified in these Terms and Conditions). You may use the Model Cancellation Form, but You do not have to.  
    1. You to send Your communication concerning the exercise of the right to cancel before the cancellation period has expired. 
    1. You exercise the right to cancel You will receive a full refund of any amount paid to the Us in respect of the contract.
    1. You have expressly agreed otherwise. In any case, You will not incur any fees as a result of the refund.
    1. You as a result of a cancellation without undue delay and, in any case, within the period of 14 days after the day on which We are informed of the cancellation.
    1. Start Date falls within the cooling off period You must make an express request for provision of the Cleaning Services to begin within the 14 calendar day cooling off period. This request forms a normal part of the ordering process. By making such a request You acknowledge and agree to the following:
      1. You cancel the Agreement after provision of the Cleaning Services has begun You will be required to pay for the Cleaning Services supplied up until the point at which You inform Us of Your wish to cancel;  
      1. a fair proportion of the Fees.  Any sums that have already been paid for the Cleaning Services will be refunded subject to deductions calculated on this basis;  
      1. 7 days and in any event no later than 14 calendar days after You inform Us of Your wish to cancel.
    1. 12 applies to termination of the Agreement after the 14 calendar day cooling off period has elapsed and/or where it does not apply.
  1. Cancellation of Agreement During the Cooling Off Period
    1. You and Us is formed and ends at the end of 14 calendar days after that date.  
    1. You wish to cancel the Agreement within the cooling off period You should inform Us immediately by a clear statement (e.g. a letter sent by post, fax or email to the postal address, fax number or email address specified in these Terms and Conditions). You may use the Model Cancellation Form, but You do not have to.  
    1. You to send Your communication concerning the exercise of the right to cancel before the cancellation period has expired. 
    1. You exercise the right to cancel You will receive a full refund of any amount paid to the Us in respect of the contract.
    1. You have expressly agreed otherwise. In any case, You will not incur any fees as a result of the refund.
    1. You as a result of a cancellation without undue delay and, in any case, within the period of 14 days after the day on which We are informed of the cancellation.
    1. Start Date falls within the cooling off period You must make an express request for provision of the Cleaning Services to begin within the 14 calendar day cooling off period. This request forms a normal part of the ordering process. By making such a request You acknowledge and agree to the following:
      1. You cancel the Agreement after provision of the Cleaning Services has begun You will be required to pay for the Cleaning Services supplied up until the point at which You inform Us of Your wish to cancel;  
      1. a fair proportion of the Fees.  Any sums that have already been paid for the Cleaning Services will be refunded subject to deductions calculated on this basis;  
      1. 7 days and in any event no later than 14 calendar days after You inform Us of Your wish to cancel.
    1. 12 applies to termination of the Agreement after the 14 calendar day cooling off period has elapsed and/or where it does not apply.
  1. Cancellation of Agreement During the Cooling Off Period
    1. You and Us is formed and ends at the end of 14 calendar days after that date.  
    1. You wish to cancel the Agreement within the cooling off period You should inform Us immediately by a clear statement (e.g. a letter sent by post, fax or email to the postal address, fax number or email address specified in these Terms and Conditions). You may use the Model Cancellation Form, but You do not have to.  
    1. You to send Your communication concerning the exercise of the right to cancel before the cancellation period has expired. 
    1. You exercise the right to cancel You will receive a full refund of any amount paid to the Us in respect of the contract.
    1. You have expressly agreed otherwise. In any case, You will not incur any fees as a result of the refund.
    1. You as a result of a cancellation without undue delay and, in any case, within the period of 14 days after the day on which We are informed of the cancellation.
    1. Start Date falls within the cooling off period You must make an express request for provision of the Cleaning Services to begin within the 14 calendar day cooling off period. This request forms a normal part of the ordering process. By making such a request You acknowledge and agree to the following:
      1. You cancel the Agreement after provision of the Cleaning Services has begun You will be required to pay for the Cleaning Services supplied up until the point at which You inform Us of Your wish to cancel;  
      1. a fair proportion of the Fees.  Any sums that have already been paid for the Cleaning Services will be refunded subject to deductions calculated on this basis;  
      1. 7 days and in any event no later than 14 calendar days after You inform Us of Your wish to cancel.
    1. 12 applies to termination of the Agreement after the 14 calendar day cooling off period has elapsed and/or where it does not apply.