Cheltenham Shine Cleaning – Terms of Business Trading Agreement (BTA)
Between ‘Customer’ and Cheltenham Shine Cleaning
Issued Date: 01/05/2025

All business transactions between Cheltenham Shine Cleaning (“Cheltenham Shine”) and the Customer shall be governed by our billing documentation and this BTA.

IMPORTANT: Please read and understand the terms below. If there is any part you do not understand or wish to discuss, please contact us before commencing the service.

A. Miscellaneous

i. This BTA, alongside our billing letter, forms the entire Agreement between the Customer and Cheltenham Shine and may only be amended in writing, agreed by both parties. If any clause is found unenforceable by a court, the rest shall remain valid.
ii. This Agreement is governed by the laws of the United Kingdom, and any disputes shall be handled by UK courts.

B. Service & Remittance

i. Services will commence from the first clean unless cancelled under section G. The service includes access to Cheltenham Shine’s database of vetted cleaners and the services set out in section E. We reserve the right to vary the service if needed.
ii. Payment details, including charges to Cheltenham Shine and to the cleaner, are outlined in your billing letter.
iii. Agency payments to Cheltenham Shine are due monthly in advance via standing order, Direct Debit, or otherwise by card/bank transfer. The standard rate is £40 per cleaner visit or our current blitz rate.
iv. Customers are directly responsible for paying cleaners in cash on the day of the clean or as otherwise agreed.
v. Agency payments to Cheltenham Shine continue unless the agreement is lawfully terminated (see section G).
vi. Payments cease only after lawful termination under section G.
vii. No refunds are issued during notice periods. Service credits may be offered for unused advance payments.
viii. Continued payments after cancellation may incur an admin fee per transaction.
ix. Cheltenham Shine reserves the right to charge interest on overdue accounts.
x. Cancellations with less than 12 hours’ notice incur a £7.50 late cancellation fee payable to the cleaner.

C. Insurance Cover

i. Cleaners are primarily covered under the Customer’s household insurance. Cheltenham Shine holds contingency Public Liability cover up to £1 million for cleaner negligence.
ii. This policy applies only to losses exceeding £100 per incident and does not cover theft or damage from bleach or similar substances.
iii. Insurance is only active if agency fees have been paid in full and in advance.

D. Liability Exclusion

i. Except for injury or death caused by negligence, Cheltenham Shine accepts no liability for loss or damage even if terms are breached by our staff or introduced cleaners.
ii. Cheltenham Shine is not liable for service interruptions due to force majeure (‘acts of God’) or Customer breach.
iii. We are not liable for unfinished tasks or unmet terms due to Customer breach. If the breach cannot be corrected, we reserve the right to terminate the agreement.
iv. Responsibility for keys remains between the Customer and the cleaner; Cheltenham Shine accepts no liability for key-related issues.

E. Cheltenham Shine Shall:

i. Advertise, recruit, and vet cleaners.
ii. Interview cleaners in their homes.
iii. Conduct reference and ID checks.
iv. Verify the cleaner’s right to work in the UK.
v. Introduce the most suitable cleaner to the Customer.
vi. Provide a replacement cleaner where required.
vii. Aim to respond promptly to Customer queries.
viii. Comply with UK laws.
ix. Provide contingency insurance as stated in section C.

F. The Customer Shall:

i. Notify Cheltenham Shine of changes to cleaner schedules.
ii. Manage and direct the cleaner’s work and provide clear instructions.
iii. Provide one full day’s notice for schedule changes or cleaner replacement requests.
iv. Request a temporary cleaner when needed (e.g., sickness/holiday), as they are not provided by default.
v. Inform us of any intention to employ or dismiss a cleaner.
vi. Accept a cleaner on a non-preferred day if necessary.
vii. Cover costs for debt recovery if agency fees go unpaid.
viii. Ensure all cleaning instructions are clear and reasonable.

G. Agreement Termination

i. Customers can cancel within 14 calendar days of booking (cooling-off period) by post or email. If services begin within this period at the Customer’s request, charges may apply.
ii. After the cooling-off period, either party may terminate the agreement with the lesser of 2 months’ notice or as per the billing letter.
iii. The Customer must not recommend Cheltenham Shine cleaners unless they are also using our service.
iv. For 18 months post-termination, Customers must not employ any Cheltenham Shine cleaner directly. Breach of this clause may result in backdated agency fees.

H. Data Protection

Cheltenham Shine Cleaning will process your personal data in accordance with our Privacy Notice, available at:
https://www.cheltenhamshine.co.uk/privacy-policy