NG1 City Cleaners — Terms and Conditions of Service

Domestic and Commercial Customers

Effective from: 1st April 2026

These Terms and Conditions apply to all services supplied by City Cleaners Group Ltd unless otherwise agreed by us in writing.

By accepting a quotation, booking our services, or continuing to use our services, you agree to these Terms and Conditions.

Commercial terms and conditions can be found here.

1. Definitions

In these Terms and Conditions:

"we", "us", "our" means City Cleaners Group Ltd.

"you", "your", "Customer" means the person, company, organisation, or other party purchasing services from us.

"services" means the cleaning and related services we agree to provide.

"commercial customer" means any business, organisation, landlord, managing agent, or other non-consumer client.

"domestic customer" means an individual purchasing services mainly for personal or household use.

2. Our Services

We provide domestic and commercial cleaning services as agreed with you in writing, by quotation, service schedule, booking confirmation, invoice, or other written communication.

We will carry out our services using reasonable care and skill and may use employees, subcontractors, or appointed representatives where appropriate.

The agreed scope, frequency, timing, staffing level, and price of the services will be as set out in your quotation, booking confirmation, invoice, service schedule, or other written agreement.

3. Customer Responsibilities

You agree to:

• provide safe and reasonable access to the property at the agreed time
• provide accurate instructions and all relevant information about the premises and service requirements
• ensure the working environment is safe and suitable for our staff and contractors
• secure or remove fragile, valuable, confidential, or irreplaceable items unless otherwise agreed
• notify us promptly of any concerns, hazards, complaints, access issues, changes in requirements, or special instructions
• make payment in accordance with these Terms and Conditions

We reserve the right to refuse, delay, pause, or stop services where access is not possible, conditions are unsafe, or circumstances outside our control prevent the services from being carried out properly.

4. Quotations, Bookings and Variations

All quotations are based on the information available to us at the time they are prepared.

If the size, condition, occupancy, usage, access arrangements, cleaning standard required, or any other relevant feature of the property differs materially from what was originally described, we may revise the price, service duration, staffing level, or scope of the services.

Any variation to the agreed service must be confirmed by us in writing.

5. Payment Terms

5.1 General payment position

Our preferred arrangement is payment in advance, collected on the 1st of each month by GoCardless Direct Debit or another payment method approved by us.

Unless we agree otherwise in writing, services are supplied on this basis.

5.2 Domestic customers

For domestic customers, payment in advance is our default arrangement unless alternative payment terms have been expressly agreed by us in writing.

A 7-day cooling-off period applies from the date you accept our quotation. To cancel during this period, you must email info@ng1citycleaners.co.uk or write to: City Cleaners Group Ltd, The Office, Gothic House, Barker Gate, Nottingham, NG1 1JU. Continuing to use our services after the cooling-off period confirms your acceptance of these Terms.

5.3 Commercial customers

Commercial customers may only receive credit terms where those terms have been expressly approved by us in writing. In the absence of such written approval, payment in advance shall apply by default.

Where commercial credit terms are approved in writing, payment is due within 28 days of the invoice date.

No commercial customer is entitled to credit terms unless we have confirmed those terms in writing.

5.4 Invoices and collections

Invoices may be issued in advance, on a recurring basis, or after service delivery depending on the arrangement agreed with you.

You must ensure that payment details remain valid, collection arrangements remain active, and sufficient funds are available on the due date.

6. Late Payment, Suspension and Recovery

We aim to deal with payment matters fairly, clearly, and proportionately. We operate automated invoice reminders through our accounting system, and our customer accounts and service team may also contact you by telephone or email where payment has become overdue.

6.1 Payment obligations

You must make payment in full by the agreed due date and in accordance with the payment terms applicable to your account.

Our preferred arrangement is payment in advance by Direct Debit or another approved payment method. Where we have agreed credit terms in writing, those terms must still be complied with strictly.

6.2 Overdue account process

If payment is not received by the due date, we may take one or more of the following steps:

• issue automated reminder notices
• contact you by telephone or email
• issue a final written notice
• suspend services in accordance with these Terms and Conditions
• withdraw any previously approved credit terms
• require future services to be paid in advance
• commence formal recovery action

6.3 Suspension of services

We may suspend services immediately and in full where:

• a payment cycle has completed and payment has not been received following final written notice; or
• the outstanding balance on the account exceeds £2,000

Any suspension of services does not affect your obligation to pay sums already due.

6.4 Formal recovery action

If an account remains unpaid for one month after suspension, we may commence formal recovery action. At that stage, we may add a Recovery Administration Fee to the account to reflect the additional administrative and credit control work involved in escalated recovery.

The Recovery Administration Fee shall be:

• for commercial customers, a sum aligned to the applicable statutory late payment compensation framework and/or any additional reasonable recovery costs recoverable by law
• for domestic customers, a reasonable fixed administration charge reflecting the additional handling and recovery steps taken on the account, together with any court fees, legal costs, enforcement costs, interest, or other sums recoverable by law

6.5 Commercial customers

For commercial customers, overdue accounts may be referred to our debt collection agency and/or pursued by any other lawful recovery route. Where applicable, we reserve the right to recover:

• statutory interest on late payment
• fixed statutory compensation
• reasonable debt recovery costs
• any Recovery Administration Fee properly applied under these Terms and Conditions
• court fees, legal costs, and enforcement costs where recoverable

6.6 Domestic customers

For domestic customers, overdue accounts may be pursued directly through the County Court, including by Money Claim Online, following appropriate pre-action steps. Where applicable, we reserve the right to recover:

• the unpaid balance
• any reasonable Recovery Administration Fee properly applied under these Terms and Conditions
• court fees, legal costs, enforcement costs, and interest where recoverable by law

6.7 Complaints and payment

A complaint or service query does not entitle you to withhold payment in full or in part, provided we are given a reasonable opportunity to investigate and, where appropriate, rectify the issue.

6.8 Withdrawal of credit terms

We may withdraw any previously approved credit terms at any time in the event of repeated late payment, elevated credit risk, non-compliance with these Terms and Conditions, or any other reasonable concern regarding payment reliability.

Where credit terms are withdrawn, future services may be supplied on a payment-in-advance basis only.

6.9 Reinstatement after suspension

Any reinstatement of services following suspension for non-payment is entirely at our discretion. Where we agree to resume services, we will normally require:

• payment in full of all outstanding sums first; and
• setup of payment in advance before any further services are provided

7. Complaints and Service Issues

We care about service quality and actively follow up visits with customer satisfaction checks where appropriate.

If something is not right, we want the opportunity to put it right promptly and fairly.

7.1 Time limit for complaints

Any complaint relating to a visit or service issue must be reported to our customer services team within 7 days of the relevant visit or service date.

7.2 Our response

Where we accept that something has fallen below the agreed standard, we may, at our discretion:

• return to rectify the issue free of charge
• provide a partial refund
• provide a full refund for the visit
• provide another appropriate goodwill remedy

7.3 Goodwill and refunds

Where an issue is accepted as our fault, we will always aim to resolve it reasonably and fairly. This may include a free re-clean and, where appropriate, a refund of the full visit charge as a gesture of goodwill.

Any such refund or goodwill remedy remains at our discretion unless otherwise required by law.

8. Missed Visits, Cancellations and Access Failure

If we fail to attend a booked visit due to our own error and are unable to reschedule within a reasonable time, we may provide a refund for that visit or another appropriate remedy.

If a visit cannot take place because:

• access is unavailable
• the property is inaccessible
• keys, codes, or alarm details have not been provided
• the booking is cancelled with less than 24 hours' notice
• the Customer otherwise prevents the service from being carried out

we reserve the right, at our discretion, to charge up to the full value of the missed visit.

Where possible, we will always try to act reasonably and fairly in the circumstances.

9. Health, Safety and Unsuitable Conditions

We reserve the right to refuse, delay, pause, or stop any service where:

• the property presents a health and safety risk
• there is abusive, threatening, inappropriate, or unsafe behaviour toward our staff or contractors
• the environment is unsuitable for the agreed service
• there is hazardous waste, infestation, dangerous substances, or other conditions outside the agreed scope of work

If work is stopped for any of these reasons, we reserve the right to charge reasonably for time attended, labour reserved, wasted travel, or booked resources.

10. Quality of Service and Cleaning Limitations

We will perform our services with reasonable care and skill. However, cleaning results can be affected by the age, condition, installation, previous maintenance, and inherent limitations of surfaces, materials, fittings, furnishings, and finishes.

We cannot guarantee the removal of every stain, mark, residue, or defect, especially where the issue is permanent, historic, ingrained, caused by wear and tear, prior damage, or unsuitable materials.

11. Damage and Liability

Any claim for damage believed to have been caused by our services must be reported to us as soon as reasonably possible and, in any event, within 7 days of the relevant visit.

We will investigate any such report fairly and reasonably.

We are not liable for:

• pre-existing damage, wear, deterioration, defects, or faulty installation
• loss arising from items not secured appropriately
• indirect or consequential loss
• loss of profit, loss of revenue, loss of opportunity, or loss of goodwill, except where such exclusion is not permitted by law

Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability which cannot lawfully be limited or excluded.

Unless otherwise required by law, our total liability in respect of any single claim shall be limited to the amount paid for the relevant visit or service period to which the claim directly relates.

12. Term and Termination

Unless otherwise agreed, either party may terminate ongoing services by giving 30 days' written notice.

We may terminate or suspend services immediately where:

• you fail to pay sums due
• there is repeated late payment
• there is serious or repeated abuse toward our staff or contractors
• the service becomes unsafe or impracticable
• you commit a serious breach of these Terms and Conditions

Termination does not affect any rights or obligations that have already arisen before the termination date.

13. Additional Terms for Commercial Customers

The following terms apply only to commercial customers.

13.1 Authorised instructions

We may rely on instructions given by your authorised representatives, managers, reception staff, site contacts, or other personnel who reasonably appear authorised to give instructions on your behalf.

13.2 Site-specific requirements

You are responsible for ensuring that we are informed of any relevant site rules, access controls, security arrangements, health and safety requirements, safeguarding procedures, induction processes, or permits required for attendance.

13.3 Non-solicitation of staff

You must not directly employ, engage, or solicit for employment any member of our staff or subcontractors involved in delivering the services during the term of our engagement and for 12 months after it ends, unless otherwise agreed by us in writing.

If you do so without our prior written agreement, we reserve the right to charge a reasonable introduction or recruitment fee.

13.4 TUPE

All pricing, quotations, staffing assumptions, and service arrangements for commercial contracts are prepared on the basis that no employees will transfer to us under the Transfer of Undertakings (Protection of Employment) Regulations 2006 ("TUPE"), unless expressly disclosed to and accepted by us in writing before the contract is entered into.

The Customer must notify us before commencement of the services if TUPE may apply or is likely to apply, and must provide such workforce, employment, and employee liability information as we may reasonably request.

If TUPE applies or may apply, and this was not fully disclosed to us before pricing and contract formation, we reserve the right to:

• revise our pricing
• amend mobilisation arrangements
• delay commencement of the services
• suspend commencement pending further review
• terminate the agreement without liability to the extent permitted by law

If TUPE applies and additional cost, risk, liability, management time, consultation requirements, or employment obligations arise which were not disclosed to us before contract formation, we reserve the right to recover or pass through those additional costs to the Customer where lawful and agreed.

14. Additional Terms for Domestic Customers

The following terms apply only to domestic customers.

14.1 Entry and security

Where keys, alarm codes, lockboxes, or access instructions are provided to us, you are responsible for ensuring they are accurate, current, lawful, and suitable for us to use.

14.2 Pets and vulnerable persons

You are responsible for notifying us in advance of any pets, children, vulnerable adults, medical circumstances, or access sensitivities that may affect safe attendance or service delivery.

15. Data Protection and Privacy

We will process personal data in line with applicable data protection law and our privacy practices.

We may use your contact details, service records, and account information for the purposes of service delivery, billing, payment collection, complaint handling, quality control, customer service, internal administration, and lawful business operations.

Where payment recovery becomes necessary, we may share relevant account information with professional advisers, debt recovery agents, courts, enforcement agencies, or other relevant third parties where lawful and reasonably necessary.

16. Force Majeure

We shall not be liable for delay, interruption, or failure to perform services where this results from events outside our reasonable control, including severe weather, power failure, transport disruption, illness outbreak, labour shortage, emergency, accident, government restrictions, or other unforeseen operational events.

In such circumstances, we will try to resume or rearrange services as reasonably as possible.

17. Entire Agreement

These Terms and Conditions, together with any quotation, service schedule, booking confirmation, invoice terms, or other written agreement issued by us, form the entire agreement between the parties in relation to the services.

18. Governing Law and Jurisdiction

These Terms and Conditions are governed by the law of England and Wales.

Any dispute arising in connection with these Terms and Conditions or the services shall be subject to the jurisdiction of the courts of England and Wales.

19. Contact Details

For customer services, complaints, billing, or account queries, please contact: