DEFINITIONS
1. In these Terms of Business the following definitions apply:
“The Company” - means BP Clean Ltd company with Reg.No. 06132021.
“Cleaner” - means the person or firm carrying out cleaning services on behalf of the Company.
“Client/Customer” - means the person, firm or corporate body together with any subsidiary or associated company as defined by the Companies Act 1985 by  whom the service has been booked and agreed with a written quote, and to whom the cleaning services are supplied by the Company.
“Service” - means the cleaning services carried out on behalf of the Company.
“Cleaning Visit” - means the visit to the Client’s service address by the Company`s representatives in order to carry out the service.
2. Unless the context requires otherwise, reference to the singular include the plural and references to the masculine include the feminine and vice versa.
3. The Headings contained in these Terms are for convenience only and do not affect their interpretation.
4. Unless otherwise agreed in writing by a director of the Company, these Terms and Conditions shall prevail over any other terms of business or purchase conditions put forward by the Client.
5. No variation or alteration of these Terms and Conditions shall be valid unless approved in writing by a director of the Company.

QUOTATIONS / ORDERS
1. The Client agrees that acceptance of order (by telephone, fax, email, website forms) to use the Company’s services, shall constitute the Client’s acceptance of these Terms and Conditions.
2. BP Clean uses national average room sizes when calculating quotations over the phone. All quotations are given by BP Clean Ltd following a request by the Client and shall remain open to acceptance for a period of 30 days from their date.
3. BP Clean reserves the right to amend the initial order, should the Client's original requirements change, or the information provided by the Client is incorrect.
4. All BP Clean prices are not subject of VAT.

FABRIC CLEANING / ANTI-STAIN PROTECTION TREATMENT/ STAIN REMOVING / DISINFECTION / ANTI-ALLERGY RELEIF TREATMENT
1. A signed acceptance of a cleaning order confirmation is required to commence work. All the prices given are based on the items and their condition described by the Client. Carpet cleaning is charged per square meter taking into account the type of carpet fibers and level of soilage. All fabric cleaning prices are   subject to a £50.00 minimum call-out charge.
2. BP Clean Ltd reserve the right to amend the initial quotation, in case the customer gives incorrect information about the premises they want cleaned. Should our staff spot such a discrepancy in advance of commencing work, they will discuss it with the customer. In such case the customer has the option to accept the new conditions or cancel the order, the latter entailing a cancellation fee of 50% from the price quoted but no less than £45.00.                             
3. There is a £10 charge, should BP Clean Ltd technicians or operatives be required to collect keys from premises from an address outside the postal code of the Client’s address. The charge will cover only the pickup of keys. If said keys need to be returned back to the collection address or any other address, another charge of £10.00 will apply. The charges will not change unless otherwise stated in written.
4. It is the responsibility of the customer to arrange parking for our vehicle during the time spent at the customer's premises. Should the customer's premises fall within a London Congestion Charge Zone and the service takes place in days between Monday to Friday, a fee of £8 will occur.
5. The customer should be on the site on time in order to let the cleaner in; if not, additional charges may be applied to account for the negative effect that disruptions and delays to customers with jobs scheduled for that day may inflict on our reputation.
6. Customers are advised to tidy up all areas scheduled to be cleaned, as scattered personal belongings might delay the completion of the cleaning service. Our cleaners are not responsible for shifting around large or heavy furniture and technical equipment. The cleaners may only assist customers in shifting such furniture around and customers are fully responsible for any damages to the said furniture.
7. When the Customer`s premises are in a building with no lift:
7.1. £10 additional charges apply if the flat is on the first floor (lifting the machinery up to 13 steps);
7.2. £15.00 additional charges apply if the flat is on the second floor (lifting the machinery up to 23 steps);
7.3 £20 additional charges apply if the flat is on the third floor (lifting the machinery up to 40 steps).
8. The Client must provide running hot water and electricity at the premises where the service takes place. In cases the absence of such result in:
8.1 cancelling the service, cancellation fee of £45 will apply;
8.2 re-schedule the service additional charges of £20 will apply;         
8.3. the quality of our service, will entitle the customer to no compensation or re-clean visit.
9. The Customers should be aware that there is no 100% guarantee for the stain removal, as there are some trouble-spots (mildew, mould, fading, latex decay, discoloration, latent stain, pile reversal, urine/pet, bleach & vanish stains), or stains cause by foreign material like hair, lint and grit, are very difficult or even impossible to solve, even with the best equipment, liquids and expertise.
10. The Company shall not be liable under any circumstances for any poor result in cleaning, loss, expense, damage, delay, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Client arising from or in any way connected with:
10.1. Hidden stains or defects that may become visible after a carpet has been cleaned (e.g. an invisible stain on the floor beneath the carpet, which has seeped to the surface through the backing of the carpet after the carpet has been cleaned, or the
10.2. Disfiguring of an old carpet, whose glue that held it to the floor has turned brittle with time, and has got broken at the time of cleaning, etc.)
10.3. An existing damage to Clients property in the form of old stains/burns/spillages etc. which cannot be cleaned/removed completely by the cleaning operative using the industry standard cleaning methods;
10.4. Non satisfactory result from the service due to the Client or third party walking on the carpets during or shortly after the cleaning process;
10.5. Shrinkage of carpets as a result of natural fiber carpets being wet cleaned. The company shall ensure that the Client is verbally informed of this and a written confirmation prior to proceeding with the service will be required; any issues arising subsequently shall be the sole responsibility of the Client.
10.6. Colour changes of the fibers as a result of previous chemicals used by other companies and the occupiers of the premises. 
10.7. Carpets expanding or ripples forming during and/or after the cleaning when this is as a result of factors such as fibre content, wear and tear, weak backing and/or poor fitting.
10.8. Damage caused as a result of the Client placing furniture on a carpet which has not completely dried.
10.9. Bad carpet/upholstery maintenance causing filtration soiling (black lines around the edges/under doors/edges of seams). It is coming from air passing through the carpet as it is attempting to get through the crack between the carpet and the baseboard, under a closed door, between cushions, or in the edges of seams. As the air passes through the edge of fabric pile, this microscopic soiling is deposited there (hence the term filtration soiling). This occurs over a significant period of time and is not noticed until a build up has occurred. This type of soiling is difficult to remove because the soil particles are so fine that they penetrate deep into the carpet pile, sometimes into the backing of the carpet. To help prevent filtration soiling, vacuum and wipe the edges of the carpeting on a regular basis.
10.10. Urine, animal hair, odours and other liquids soaked through the backing of the carpet into the padding underneath, or the same has been penetrated into the sub-floor beneath the padding / concrete foundation.
10.11. Any odours arising during and/or after cleaning when this is due to factors such as lack of ventilation, and/or appropriate heating.
11. Its failure to carry out its services as a result of factors that are beyond the Company`s control.
12. The Company endeavors to be right on time but sometimes due to transport traffic and other related problems which are beyond the Company’s control the operatives may arrive with a delay or the cleaning visit may be re-scheduled.
Factors beyond its control include acts of god, floods, severe weather conditions, inability to gain access to premises, lack of appropriate resources, such as water, electricity, and lighting;
13. The Company shall not be liable under any circumstances for any loss, expense, damage, delay, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Client if the Client has an outstanding balance aged 30 days or more from the date the payment was due.
14. The Client agrees to inspect the work immediately after its completion and to draw the operatives’ attention to any outstanding cleaning issues while they are still on site. The operatives will carry out any such additional work to the Client’s satisfaction.
15. Customers should be aware that the completion of any additional services they require on the very same day of the already booked service will depend on BP Clean Ltd current availability for the rest of the day in question.
16.  If the customer request re-cleaning visit:
16.1. He will be still responsible with regards to the outstanding balance for the service previously made.
16.2. No refunds or discounts from the outstanding balances stated in the original order will be entertained.
16.3.and it does not make any difference in results with previously made service by BP Clean, the client will be liable to pay the full amount for both visits. Be aware that all re-cleaned items will be charged on our standard rates the payment is no less than our minimum charge. 17. Cancellation or Re-arrange of Fabric Cleaning Service
Customers may cancel the scheduled cleaning job no later than 24 hours prior to the agreed start time.
17.1. The customer agrees to pay £45 as a cancellation fee along with the congestion charge and parking fee already paid, if:
17.1.1. The customer cancels the date/time less than 24 hours prior to the scheduled appointment; 
17.1.2.The Client fails to provide access to the service premises thus preventing the Company to carry out the scheduled work;
17.1.3. In the event of not entering, no one home to let them in; a problem with the customer's keys, or returning our cleaners from/to the address.
17.2. If the customer wants to change the date or time of scheduled appointment less than 24 hours prior to the agreed start time, they agree to £20 additional charge, along with the congestion charge or parking fee already paid. Any changes in the cleaning schedule are subject to availability.
17.3. If an initial deposit has been paid to BP Clean Ltd, then the customer agrees that the deposited funds may be used to cover the cancellation or re-arrange fee.
17.4. The Company reserves the right to cancel any bookings and back charge additional for past services to reflect the balance of the standard rate(s) if any misleading or false information was used to obtain discounted services.
We record all incoming and outgoing phone conversations for quality control, record keeping and back-referral for any inquiries or investigations.

ONE-OFF / SPRING CLEANING / PRE / POST / END OF TENANCY CLEANING / AFTER BUILDING CLEANING
1.  A signed acceptance of a cleaning order confirmation is required to commence work.
2.  Upon accepting the order, the customer agrees to provide by email:
2.1. a description and number of all areas in request to cleaned
2.2. a detailed list of tasks for one-off / spring cleaning / end of tenancy cleaning, or a list of tasks for pre / post construction cleaning prior to service commencing. If only verbal description of the tasks has been provided, the Company shall not be responsible for any tasks not carried out.
2.3. a detailed list of tasks for Move In/Out cleaning approved by the Letting/Estate agent, or by the Landlord  
3. Cleaning is charged per hour taking into account the current condition, number of rooms, bathrooms, WCs, shower rooms, en-suites, staircases, conservatories, etc. Please note that we do charge per hour per cleaner and the number of operatives attending your property may vary and it depend on your requirements and the time you would like the works to be completed; on our availability and the condition of the property. The number of operatives in a team cannot affect the initially quoted price.
4. The customer understands that the price quoted is not for a "package deal" and does not include anything apart from cleaning labour. It being difficult to estimate precisely the length of time required to complete an assignment, a degree of flexibility may be required as any such estimates are only based on the average time it takes to clean a home or office of a similar size to the customer's. Post-construction cleaning (or "after builders cleaning"), post-party cleaning or badly neglected homes may take up to three times longer than a well maintained home requiring general cleaning.
4.1. If the estimated hours  are not enough to complete Customer`s task list any additional hours will be charge separately, per hour per person at prices fixed in our orders.
5. The quoted price must not be less than 3 hours per person per visit and does not include extras like: carpet and upholstery steam cleaning, stripping and polishing floors, washing up dishes, taking more than 5 items out of cupboards and then putting them back in, dusting books, cleaning walls/ceilings, cleaning balconies/terraces, cleaning patios/gardens/. Those are extra services for which the price is separate. If the customer requests such a service, he must send this task list in written by email, fax or letter to our head office.
6. BP Clean Ltd reserve the right to amend the initial quotation, in case the customer gives incorrect information about the premises. Should our staff spot such a discrepancy in advance of commencing work, they will discuss it with the customer. All extras and differences in the price will be discussed with the Client prior to the start of the work. In such case the customer has the option:
6.1. To accept the new conditions or
6.2. To cancel the order, the latter entailing a cancellation fee of 50% from the quoted price plus any occurred charges as parking fee and Congestion charge.                             
7. There is a £10 charge, should BP Clean Ltd technicians or operatives be required to collect keys from premises from an address outside the postal code of the Client’s address. The charge will cover only the pickup of keys. If said keys need to be returned back to the collection address or any other address, another charge of £10.00 will apply. The charges will not change unless otherwise stated in written.
8. It is the responsibility of the customer to arrange parking for our vehicle during the time spent at the customer's premises. Should the customer's premises fall within a London Congestion Charge Zone and the service takes place Monday to Friday, a fee of £8 will occur.
9. The customer should be on the site on time in order to let the cleaner in; if not, additional charges may be applied to account for the negative effect that disruptions and delays to customers with jobs scheduled for that day may inflict on our reputation. Any waiting time will be charged per hour per person at the rate announced in a quote/order, which has been agreed by the Client.
10. Customers are advised to tidy up all areas scheduled to be cleaned, as scattered personal belongings might delay the completion of the cleaning service. Our cleaners are not responsible for shifting around large or heavy furniture and technical equipment. The cleaners may only assist customers in shifting such furniture around and customers are fully responsible for any damages to the said furniture. Should this result in keeping our cleaners busy for longer hours than the expected, additional charges (announced in the agreed quote) per hour per person will apply.
11. The Client must provide running hot water and electricity at the premises where the service takes place. In cases the absence of such result in:
10.1 cancelling the service on the very same day will entitle the client to pay 50% from the agreed price as compensation to BP Clean Ltd.;
10.2 re-schedule the service additional charges of £20 will apply;
10.3. the quality of our service, will entitle the customer to no compensation or re-clean visit.
12. The Customers should be aware be aware that there is no 100% guarantee for some stain cleaning, as there are some trouble-spots (mildew, mould, fading, latex decay, discoloration, latent stain, pile reversal, bleach & vanish stains), or stains cause by foreign material like hair, lint and grit, are very difficult or even impossible to solve, even with the best equipment, liquids and expertise.
13. Customers should be aware that the completion of any additional services they require on the very same day of the already booked service will depend on BP Clean Ltd current availability for the rest of the day.
14. The Client agrees to inspect the work immediately after its completion and to draw the operatives’ attention to any outstanding cleaning issues while they are still on site. The operatives will carry out any such additional work to the Client’s complete satisfaction.
15. The Client shall not be entitled to any discounts, refunds, re-clean or compensations (whether direct, indirect or consequential) in cases when:
15.1. An areas/items not done due to the lack of complete list of tasks provided by the Client, or if provided – was not approved by lettings agent or by landlord;
15.2.  A misleading or false information was provided to our office with regards to the quantity of items, condition of premises and description.
15.3. A cleaning job not complete due to the lack of suitable/enough cleaning materials (when provided by the Client), lack of hot water or electricity, or Client`s equipment is not in full working order;
15.4. A cleaning job not complete due to the lack of Client`s approval when the quoted time is not enough to complete the agreed task list;
15.5. Third party entering or present at the Client’s premises during or after the cleaning process;
15.6. Old stains/burns/spillages etc. which cannot be cleaned/removed completely by the cleaning operative using the Client’s cleaning equipment and materials, and in accordance with the industry standard cleaning methods as described in the Company’s method statements;
15.7. Any damages caused by faulty/not in full working order equipment or materials supplied by the Client;
15.8. Non satisfactory result from the service due to any walk marks, spillages, stains or debris arisen from the Client or third party entering / occupying the premises during or shortly after the cleaning process;
15.9. If the Client has an outstanding amount aged 30 days or more from the date the payment was due.
16. Customers may cancel the scheduled cleaning job no later than 24 hours prior to the agreed start time.
16.1. In the event of not entering, no one home to let them in; a problem with the customer's keys, or returning our cleaners from/to the address, or cancelling the service less than 24 hrs prior to the scheduled time the Client will be required to pay compensation to the Company as follows:
16.1.1. 50% from the quoted price plus any occurred charges as parking fee and Congestion charge, if General / One-off / Spring / Move In-Out / After Builders Cleaning has been scheduled.    
17.  If the customer request re-cleaning visit:
17.1. He will be still responsible with regards to the outstanding balance for the service previously made.
17.2. No refunds or discounts from the outstanding balances stated in the original order will be entertained.
17.3. and it does not make any difference in results with previously made service by BP Clean, the client will be liable to pay the full amount for both visits. Be aware that all re-cleaned items will be charged on our standard rates, but no less than our minimum call-out of 3 hours per visit.
18. The quotation excludes the clearing of debris created by tradesman or building work unless otherwise stated.
We record all incoming and outgoing phone conversations for quality control, record keeping and back-referral for any inquiries or investigations.

CONTRACT CLEANING SERVICES
The first cleaning session will be charged as one-off cleaning service per hour per person at charges fixed in written quote. The Client understands and agrees that the quoted price FOR regular service includes cleaning and ironing labour only, and is exclusive any cleaning materials and equipment.
1.  BP Clean provides regular cleaning services at the rate of £10.00 per hour for regular residential / commercial cleaning, exclusive of cleaning   materials, on condition that the Client engages a cleaner for a minimum of 3 hours per visit at least once a week or fortnightly for domestic cleaning; 3   hours per week for commercial cleaning; for a period of no less than two months.   Monthly (once a month) cleaning is regarded as one-off cleaning service charged per hour per person.
2. Cleaning materials (detergents, solutions, towels, cloths, gloves) and equipment (vacuum cleaner, iron, ironing board, mop, brush and broom etc.) must be provided by the Client. All equipment must be safe to operate, in full working order and must not require any special skills to be used for the purpose of cleaning.
3. If the Client has equipment that is complicated to operate, the Client must provide clear and detailed instructions to the Cleaner or to the Company.
4. A detailed list of cleaning specifications (cleaning tasks) must be provided by the Client to the cleaning operatives prior to service commencing. If only verbal description of the tasks has been provided, the Company shall not be responsible for any tasks not carried out.
5. If the Client does not have cleaning materials or value on utility and laundry cards, and Client asks the Company/company operative to purchase said items on their behalf, the Client understands that a £10.00 service charge will apply and will be added to the cleaning materials bill.
6.  The Client agrees to provide a list of tasks and all cleaning materials and equipment necessary for the required work, which must be safe and in full working order.
7. The Client agrees to pay the full price of the cleaning visit, if:

7.1. The Client cancels or changes the date/time less than 24 hours prior to the scheduled appointment;
7.2. The Client fails to provide access to the service premises thus preventing the Company to carry out the work;
7.3. There is a problem with the Client's keys and the cleaning operatives cannot let themselves in. If keys are provided they must open all locks without any special efforts or skills.
7.4. Returning our cleaners from/to the address.
The Client may terminate the service with notice 8. If an initial deposit has been paid to BP Clean Ltd, then the customer agrees that the deposited funds may be used to cover the cancellation or re-arrange fee.
9. Any fragile and highly breakable items must be secured or removed by the Customer. Key replacement/locksmith fees shall be paid only if the Contractor’s operatives have lost the keys.
10. The Company reserves the right to cancel any contract and back charge additional for past services to reflect the balance of the standard rate(s) if any misleading or false information was used to obtain discounted services.
Fabric and Window cleaning are not included   and can be purchased as separate services.

PAYMENT
1. The full amount, or a deposit of 30% (or on our discretion, we may require a 50% payment or full payment in advance) of the quoted price is due as a deposit before work commences. The deposit payment is due prior to service commencement in the form of a bank transfer/standing order or a major credit/debit card (UK only) payment. We reserve the right to cancel services without notice due to declined credit card transactions or non-cleared funds.  
2. The cleaning service provided to residential customers requires a deposit payable to the Company by debit/credit card in advance. The remaining balance must be paid by cash or cheque to the cleaning operative before he leaves the Client’s premises. If no payment has been received at the time of completion of the cleaning service, the Client agrees to and authorizes the Company to charge his debit/credit card with the outstanding amount.
3. All outstanding balances for cleaning services provided to Commercial customers only must be received within 14 days from the invoice date.
The Company reserves the right to charge £40 administration fee and 8% interest on late payments in accordance with Late Payment of Commercial Debts (Interest) Act 1998 if BP Clean are not paid according to agreed credit terms.
4. If the payment is made by cheque, a cheque guarantee card is required, with the customer being responsible for all bank and legal charges resulting from a dishonoured cheque. We reserve the right to charge £10.00 if the customer's bank returns the cheque unpaid.
5. After an BP Clean invoice has been issued, the customer authorizes BP Clean to charge any outstanding amount owed to BP Clean Ltd regarding the cleaning service provided, parking fees (if applicable), and up to the total amount of the booked services, to the bank card, details of which the customer has provided to BP Clean Ltd . The Client agrees to and understands that paying the outstanding balance by debit/credit card will incur 3% card processing charge.
6. BP Clean grant their customers a 30-day period, counting from the date on which the BP Clean Ltd invoice was issued, to send any cheque owed to BP Clean Ltd , to the address indicated on the invoice. However, should the payment not be received by BP Clean Ltd  on the 31st day of the invoice date, on the 32nd day BP Clean Ltd  will automatically withdraw the amount owed from the bank card details used in the deposit process.

NON PAYMENT
BP Clean will collect any outstanding moneys owed to them. Should BP Clean be required to refer the matter to a debt collecting agency or a county court to secure payment, the customers agrees to pay any debt collecting agency fees, court fees, legal cost, or interest which incurred as a result of the non-payment of their outstanding bill. Debt collection agency fees, legal costs or court fees will be added to the customer's outstanding bill, should BP Clean be forced to take this course of action.
The Company reserves the right to charge £40 as a late payment charge plus interest on invoiced amounts unpaid for more than 30 days at the rate of 8% per annum above the Bank of England base rate from the due date until the date of actual payment.

CLAIMS
All services shall be deemed to have been carried out to the Client's satisfaction unless written notice is received by the Company with details of the complaint within 24 hours of the work being completed. All complaints must be received in writing by post, fax or email no later than 24 hours after the completion of the service. The Company will fully investigate any complaint and attempt to resolve it to the satisfaction of the Client, or alternatively to a reasonable standard.
The Client agrees to allow the Company back to re-clean any disputed areas/items before making any attempts to clean those areas/items himself or arranging a third party to carry out cleaning or repair services with regards to the above. Failure to do so will void our Company Guarantee and we will consider the matter fully settled. If payment has not been received in full or has been stopped by the Client we will immediately refer the account for collection.
1. BP Clean Ltd  has public and employer's liability insurance, which covers any accidental damage caused by an operative working on behalf of BP Clean Ltd , treatment risk and fidelity cover (theft). There is a £50.00 excess on any claim.
2. The customer accepts and understands that poor service, breakage, damage or theft must be reported within 24 hours from our service date. The Client needs to have a recorded proof that the cleaner is responsible for the damage/unfinished or missed work; Failure to do so will entitle the customer to no compensation/re-clean visit.
3. In situations where the customer cannot view the cleaning results within 24 hours, and when at the time of viewing the customer notices omissions or defects, the customer must notify us immediately of these circumstances, so we can visit the premises and make an inspection. The Company may require entry to the location of the claim within 24 hours to inspect and to establish if it was our cleaners' fault. In situations outside the above terms and conditions (i.e. a late notification of omissions; moving in or out of the premises in question; or holding of an event at these premises), BP Clean Ltd do not carry any responsibility.
4. If a problem occurs on a Saturday, it must be reported by Monday 12:00 in order to be accepted as a valid claim. Failure to do so will entitle the Client to nothing. The Company may require entry to the location of the claim within 24 hours to correct the problem. Any refunds or adjustments must be requested to the Company directly and subject to approval by the Company.
5. The Client agrees to inspect the work immediately after its completion and to draw the operatives’ attention to any outstanding cleaning issues while they are still on site. The operatives will carry out any such additional work to the Client’s complete satisfaction.
7. If the Client or any third party instructed by the Client is not present at the time of completion of the service then no claims regarding any cleaning issues can be made.
8. If the Client instructs a third party to inspect the result from the cleaning then the Company must be notified before completion of the service.
8.1. If the customer has scheduled an inventory check, then it must be scheduled to commence no later than 24 hours after the cleaning job has been completed. Any claim must not be used upon new replacement value but upon the current value of the article concerned at the time of work taking place, taking into account wear and tear.
8.2. Accepted claims shall be only these which are reported within 24 hours with provided inventory checkout report or pictures taken shortly after the service.
8.3. In case of a third party inspecting or refusing to inspect the result from the cleaning then the Company cannot be held responsible for rectifying any outstanding cleaning issues not mentioned by the third party.
9. No claims shall be entertained if the Client has an outstanding balance aged more than 30 days.
10. Please note that when replacing a damaged item with a new one, or re-clean is requested you will be still liable to pay the full amount for the service previously made.
11. Key replacement/locksmith fees are paid only if keys are lost by our operatives.
12. If the customer is not completely satisfied with a cleaning job, BP Clean Ltd reserves the right to re-clean any areas and items to customer's satisfaction free of charge for those, but no refunds will be entertained due to the nature of the service. All fragile and highly breakable items must be secured or removed. 
13. BP Clean Ltd  is not responsible for: water or electricity stoppage; third party (different from the customer's authorised representative) entering or present at the customer's premises during the cleaning process; wear or discolouring of fabric becoming more visible once dirt has been removed; failing to remove old/permanent stains that cannot be removed using standard carpet cleaning methods; existing damage or spillage that cannot be cleaned/removed completely; any damages caused by the client's own initiative to clean the carpet before booking cleaning service with BP Clean Ltd .
14. If the Client is unpleased with a currently occurring service, the Company asks that the Client notifies it as soon as he notices anything that might be to his dislike by calling 0800 043 107. Please do not wait until the service is ending.
15.  If the customer request re-cleaning visit:
15.1. He will be still responsible with regards to the outstanding balance for the service previously made.
15.2. No refunds or discounts from the outstanding balances stated in the original order will be entertained.
15.3.and it does not make any difference in results with previously made service by BP Clean, the client will be liable to pay the full amount for both visits. Be aware that all re-cleaned items will be charged on our standard rates but no less than our minimum call-out charges.
16. The Client waives his right to stop payment on his cheque or protests a credit/debit card charge unless the Company fails to make good on the guarantee shown in part GUARANTEE
17. While the Company operatives make every effort not to break items, accidents do happen. Identical replacement is always attempted but not guaranteed. For this specific reason, the Company requests all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and /or not cleaned by the cleaning operatives.
18. In case of damage, The Company will repair the item at its cost. If the item cannot be repaired the Company will rectify the problem by crediting the customer with the item's present actual cash value toward a like replacement from a Company's source upon payment of cleaning services rendered.
19. The Company shall not be responsible for damage due to faulty and/or improper installation of any item. All surfaces (i.e., marble, granite, etc.) are assumed sealed and ready to clean without causing harm.
20. Any attempt to commit insurance fraud or any use of false information to commit any type of fraud will be prosecuted fully of the law together by the Company and the Insurance Provider(s). Monetary compensation as well as legal fees may incur.

REFUNDS
Any refunds or adjustments must be requested to the Company directly and subject to approval by the Company.
1. No refund claims will be entertained once the cleaning service has been carried out.
2. Refund will be issued only if the Client has cancelled a cleaning visit within the allowed time (24 hours) prior to the start of the cleaning session and a payment deposit has been already taken by the Company.
3. Refund will be issued if a cleaning operative does not attend a cleaning visit, payment for which has been already collected by the Company.
All complaints must be received in writing by email, fax or letter sent to our head office at BP Clean Ltd, 119 Arlington Road, London, N14 5BA

COMPANY`S RESPONSIBILITIES
The Company shall:

1. Supply the necessary labour, cleaning equipment and materials to ensure that the service is provided in adherence to the statutory requirements.
2. Carry out the cleaning service in a way that does not cause risk of injury or damage to the residents of the premises, or to any pets they may keep on the premises.
3. Comply, when on the premises of the Customers, with such rules, regulations and requirements (including those relating to security arrangements) as may be in force when at the property.
4. Provide, upon the Customer’ request, a list of the Contractor’s operatives who will require admission to the Client`s premises in connection with the performance of the Contract.

CONFIDENTILITY
1. Each Party hereby warrants that:

1.1. It shall treat all confidential Information belonging to the other Party as confidential and safeguard it accordingly;
1.2. Any person employed, contracted or engaged by the Parties shall only use confidential information for the purposes of the Contract or scheduled service;
1.3 Any person employed, contracted or engaged by either the Company or the Client (in connection with the Contract or service in the course of such employment, contracting or engagement) shall not disclose any confidential Information to any third party without the prior written consent of the other Party; and
1.4 It shall take all the necessary precautions to ensure that all confidential Information is treated as confidential and not disclosed (save as previously mentioned) or used other than for the purposes of the Contract or Service by its employees, sub-contractors, or agents.

NO SOLICITING OF COMPANY`S OPERATIVES
The Client may not solicit the Company`s operatives to be contracted or employed by the Client or Client`s affiliations for cleaning services of any kind during the regular or one-off service and for 12 months after regular or one-off service comes to an end.  If the Customer would like to hire/contract any of the Company`s operatives to work independently for the Client or Client`s affiliates, it may submit its request by informing the Company`s office in writing.
A breach by the Client shall entitle the Company to claim a compensation of GBP 8,000.00 plus the court fees per operative it loses to the Client.

GUARANTEE
The Company has built its business and reputation by providing its clients with the best possible cleaning service available. If the Client is not satisfied with the cleaning standard of certain areas after the cleaning, the Company’s operatives will come back to the Client’s home and re-clean the areas in question only free of charge.

APPENDIX
By using BP Clean Ltd` service the Client agrees to be bound by The Company` terms and conditions. All prices are subject to an inspection of the customer's property or a detailed quotation and task list accepted from the Client, which shall remain valid for a period of 30 days. These terms and conditions shall be governed by the relevant United Kingdom law, and by agreeing to be bound by them the customer agrees to submit to the exclusive jurisdiction of the relevant courts of the United Kingdom. BP Clean Ltd reserves the right to make any changes to any part of these terms and conditions without giving any prior notice. Please check this website for updates.

Yours sincerely,
BP Clean` Team