Terms and Conditions

1. Who we are

This website is operated by NEATFIELD FACILITIES LTD, trading as NEATFIELD, a private limited company registered in England.

• Registered company name: NEATFIELD FACILITIES LTD
• Company number: 17361616
• Registered office: 66 Paul Street, London, England, EC2A 4NA
• Email: info@neatfieldcleaning.help
• Telephone: +44 7828 789 641
• Website: https://neatfieldcleaning.help/

In these terms, “we”, “us” and “our” mean NEATFIELD FACILITIES LTD. “You” and “your” mean the person or organisation using this website or requesting or receiving our services.

Our registered office is the statutory address recorded at Companies House for company correspondence. It is not a walk-in location, cleaning depot, branch or customer service centre.

2. About these terms

These terms apply to your use of this website and to the cleaning services we provide.

Where you accept a written quotation from us, the agreement between us consists of that accepted quotation together with these terms. If anything in an accepted quotation conflicts with these terms, the accepted quotation takes precedence for that particular arrangement.

Please read these terms carefully before requesting or accepting a quotation. By using this website you accept the terms relating to website use. By accepting a quotation you accept these terms as they apply to the services.

If you are entering into an agreement in the course of your business, trade, craft or profession, you are contracting as a business customer. If you are entering into it wholly or mainly outside that context, you are contracting as a consumer, and certain additional statutory protections apply to you — see sections 16 and 26.

3. Using this website

This website is provided for general information about our company and services. We may update, change or withdraw any part of it at any time without notice.

We take reasonable care to ensure the information on this website is accurate at the time of publication. However, the content is general in nature and is not advice on which you should rely for any particular property or requirement. Advice specific to your premises comes through the enquiry and quotation process.

We do not guarantee that this website, or any content on it, will always be available or uninterrupted. Access is permitted on a temporary basis and may be suspended, withdrawn or restricted without notice.

You agree not to use this website:

• in any way that is unlawful or fraudulent, or for any unlawful or fraudulent purpose;
• to transmit any material that is defamatory, offensive or otherwise objectionable;
• to knowingly introduce viruses, trojans, worms or other malicious material;
• to attempt to gain unauthorised access to this website, the server on which it is stored, or any server, computer or database connected to it;
• to conduct any automated data collection, scraping or extraction without our written consent.

You are responsible for ensuring that all persons who access this website through your internet connection are aware of these terms and comply with them.

4. Enquiries and quotations

You may enquire about our services through the enquiry form, by email or by telephone.

An enquiry is not an order, and it does not create any agreement between us. Sending an enquiry places no obligation on you and no obligation on us to provide services.

Following an enquiry we will normally ask further questions about the property and the work required. Where the scale, complexity or condition of the premises makes it appropriate, we may ask to view the property before quoting. For specialist work — such as deep cleaning, carpet and upholstery cleaning, or post-works cleaning — an assessment of condition is often necessary before a meaningful price can be given.

Where we are able and willing to carry out the work, we will provide a written quotation. A quotation will normally set out:

• the areas of the premises covered;
• the tasks to be performed and, where applicable, their frequencies;
• any exclusions and qualifications applying to the work;
• the working hours and access arrangements assumed;
• whether materials, equipment and any consumables are supplied by us or by you;
• the price and the basis on which it is charged;
• the payment terms applying, including any agreed deposit;
• the period for which the quotation remains open for acceptance.

A quotation is an offer, not a contract. We may withdraw or amend a quotation at any time before you accept it. A quotation is valid only for the period stated in it, and is based on the information available to us at the time it was prepared.

Whether we can accept work at all depends on the scope, the location of the premises and our availability. We do not guarantee that we will be able to provide services in respect of any particular property.

5. When an agreement is formed

An agreement for services is formed when:

1. you accept a written quotation from us; and
2. we confirm that acceptance to you.

Until both of those steps have happened, there is no agreement between us and neither party is obliged to proceed.

This website does not provide online checkout, automatic booking or immediate payment functionality, and no booking or agreement can be created through the website itself. Submitting the enquiry form does not create a booking.

Where the work involves premises for which you are not the owner or occupier, you confirm that you have the authority to instruct cleaning work at those premises.

6. The agreed service scope

We provide the services described in the accepted quotation, and we do not provide services outside it unless separately agreed.

The written scope in the accepted quotation is the definitive statement of what is included. Descriptions of services elsewhere — including on this website — are general and indicative. They are intended to help you understand the kind of work we do and are not a commitment to perform any particular task at your premises.

Where the accepted quotation states exclusions or qualifications, those form part of the agreement. Common examples set out on our service pages include:

• we do not guarantee complete removal of every stain or mark in carpet and upholstery cleaning;
• interior glass cleaning covers ordinary internal glass reachable safely from the floor or from ordinary access equipment, and does not include external glazing, facade cleaning or specialist high-level access;
• post-works cleaning does not include removal of hazardous or specialist construction waste, including anything containing or suspected to contain asbestos;
• washroom consumables are replenished only where the products and supply arrangement have been agreed;
• deep cleaning is a detailed agreed scope of physical cleaning and is not sterilisation, validated disinfection or a certified hygiene outcome.

We will perform the services with reasonable care and skill.

Cleaning improves the condition of surfaces and materials. It does not repair damage, restore worn or failed finishes, or reverse permanent staining, etching or discolouration. Where we can identify in advance that a particular result cannot be achieved, we will tell you.

7. Website pricing and the final quotation

The prices shown on this website are indicative starting prices for an agreed service scope. They are published to help you judge whether our services are in the right range before making an enquiry.

Indicative starting prices are not fixed prices and do not constitute an offer. They are not stated per hour, per visit, per week or per month unless an accepted quotation defines that basis.

The final quotation depends on the size and condition of the premises, cleaning frequency, access arrangements, working hours, staffing requirements, location, equipment, materials and any additional requirements.

The price payable for any work is the price in the accepted quotation, or in an invoice issued in accordance with it. Where a quotation was prepared on the basis of information that later proves to be materially inaccurate or incomplete, we may need to revise the price — in which case we will tell you before carrying out the affected work, and you may decide whether to proceed.

8. Access to the premises

You are responsible for ensuring that the access arrangements recorded in the accepted quotation are actually available at the agreed times.

Depending on the arrangement, this may include providing or arranging keys, fobs, entry codes, alarm codes and procedures, signing-in arrangements, parking or loading arrangements, escorted access, or notification to a landlord, managing agent or building management.

Where keys or access devices are provided to us, we will take reasonable care of them and use them only for the purpose of performing the agreed services.

If we attend at an agreed time and cannot gain access, or cannot begin work because the premises are not in the state assumed by the quotation, we will contact you. In those circumstances the attendance may be treated in accordance with our Cancellation Policy, and reasonable costs we have already incurred or committed may be payable.

If you become aware that access will not be available, please tell us as soon as possible by calling +44 7828 789 641.

9. Information you provide about the property

Our quotations, method choices and resourcing decisions rely on the information you give us about the premises. You agree to provide information that is accurate and complete so far as you are reasonably able.

This includes, where relevant, the approximate size and layout of the premises, the surfaces and finishes involved, the condition of the areas to be cleaned, the intended use and occupancy of the space, and any restrictions imposed by a landlord, managing agent, building management or third party.

If the premises differ materially from the information provided — for example the area is significantly larger, the condition significantly worse, or access significantly more restricted than described — we will tell you as soon as we become aware, and we may need to revise the scope, the price or the schedule. We will not carry out revised work at a revised price without your agreement.

10. Hazards and special requirements

You must tell us, before work begins, about anything at the premises that could affect the safety of our personnel or the suitability of our methods, so far as you are aware of it. This includes:

• known or suspected hazardous materials, including anything containing or suspected to contain asbestos;
• damaged, unstable or unsafe surfaces, fittings, flooring or structures;
• electrical faults, water leaks, damp, mould or contamination;
• biohazard, clinical or sharps waste present at the premises;
• pest infestation;
• delicate, antique, high-value or specially finished surfaces requiring particular care or particular products;
• surfaces subject to a manufacturer's cleaning restriction, including newly installed finishes that are not yet cured or sealed;
• security, confidentiality or safeguarding requirements applying at the premises;
• any site rules, inductions or permits imposed on contractors.

We do not undertake removal of hazardous materials, asbestos-containing materials, specialist construction waste, clinical waste or biohazard contamination, and we do not carry out pest control or mould remediation. Where any of these is identified, we will stop the affected work and tell you, so that it can be dealt with by an appropriately qualified specialist.

If our personnel reasonably consider that it is unsafe to carry out work, or that continuing would risk damage to the premises, they may stop and we will contact you to agree how to proceed.

11. Utilities and facilities

Unless the accepted quotation says otherwise, you agree to make available at the premises, free of charge, the facilities reasonably required to carry out the agreed work. Depending on the work, this may include:

• a supply of running water;
• a supply of electricity and reasonable access to sockets;
• adequate lighting in the areas to be cleaned;
• adequate ventilation where required by the methods being used;
• reasonable arrangements for the disposal of ordinary cleaning waste;
• safe access to and within the working areas;
• a reasonable place to store equipment and materials during the work, where this has been agreed.

Where these are not available and this prevents or delays the agreed work, we will tell you, and the affected attendance may be treated in accordance with our Cancellation Policy.

12. Scheduling and attendance

Dates, times and frequencies of attendance are those recorded in the accepted quotation or subsequently agreed between us in writing.

We will make reasonable efforts to attend as scheduled. Occasionally we may need to propose an alternative time — for example because of traffic, illness, equipment failure or an event beyond our reasonable control. Where this happens we will contact you as soon as reasonably practicable and agree a revised time.

Times given for the duration of work are estimates based on the information available and the expected condition of the premises. Where an area cannot be cleaned as planned — because it is occupied, obstructed, inaccessible, or because a surface proves unsuitable for the intended method — we will record this and raise it with you rather than substitute different work.

We do not operate a 24-hour service. Any out-of-hours, evening or weekend working forms part of the agreed scope only where the accepted quotation says so.

13. Changes to the scope

Either of us may propose a change to the agreed scope at any time.

Where a proposed change affects the price, the schedule or the resources required, we will tell you and provide a revised quotation or a written variation. A change takes effect only once it has been agreed between us.

We expect scopes to need revision over time, particularly for recurring work — teams move, rooms change use and occupancy patterns shift. We would rather revise a scope deliberately than allow it to drift out of step with how the premises are used.

14. Additional work

We do not carry out work outside the agreed scope, and do not charge for it, unless it has first been agreed with you.

If, during an attendance, we identify work that appears to be needed but falls outside the agreed scope, we will tell you and, where appropriate, provide a price for it. You decide whether to instruct that work. You will not find work on an invoice that you did not agree to.

Where additional work is agreed at short notice during an attendance, we will confirm what was agreed and its price in writing afterwards.

15. Payment

The payment terms applying to any work — including the amount payable, any agreed deposit, the payment schedule, the accepted payment methods and the period for payment — are those set out in the accepted quotation or in the invoice issued in accordance with it.

We do not apply universal payment terms, deposit requirements or interest rates across all work, and we do not publish such terms on this website. They are agreed as part of the specific arrangement so that both parties know the position before work begins.

We do not offer online checkout, automatic booking or immediate payment through this website.

Where payment is not made in accordance with the agreed terms, we may suspend further work until the position is resolved, and we may exercise any right to interest or recovery costs available to us in law. Where you are a consumer, nothing in this section affects your statutory rights.

Our website does not state whether prices include or exclude VAT. The amount payable, and the treatment of any tax, will be stated in your quotation or invoice.

16. Cancellation and rescheduling

If you need to cancel or reschedule an agreed service, please call +44 7828 789 641 as soon as possible. Telephone is our official cancellation method because it is immediate and allows us to stop resources being committed.

Our Cancellation Policy forms part of these terms and sets out in full:

• the information to provide when you call;
• when a cancellation or rescheduling request is treated as received;
• how enquiries, accepted quotations and confirmed work are treated differently;
• the treatment of costs already incurred or committed;
• what happens if we cannot gain access or cannot begin work;
• cancellation or rescheduling by us;
• the treatment of any prepaid sums;
• your statutory cancellation rights as a consumer.

Where you are a consumer and the agreement was made at a distance or off our premises, you may have a statutory right to cancel within 14 days. That right, and how it applies where you have asked work to begin during the cancellation period, is explained in the Cancellation Policy. Nothing in these terms removes or restricts that right.

Any cancellation cost will be disclosed before agreement, will be fair and proportionate, will relate to reasonable direct loss or costs actually incurred or committed, and will be consistent with the accepted quotation and with applicable statutory rights. We do not apply automatic fixed-percentage penalties or universal non-refundable deposits.

17. Quality concerns

If you are not satisfied with work we have carried out, please tell us promptly by calling +44 7828 789 641 or emailing info@neatfieldcleaning.help.

Please give us a reasonable opportunity to inspect the work and, where appropriate, to put matters right. Raising a concern while the position can still be assessed on site is considerably more useful to both parties than raising it after the premises have been used, cleaned again or altered.

Where we agree that work has not been carried out in accordance with the agreed scope, we will discuss with you an appropriate remedy, which may include returning to complete or re-perform the affected work.

We are not responsible for results that could not reasonably be achieved by the agreed method — for example permanent staining, existing damage, worn or failed finishes, or conditions caused by a building defect such as a plumbing, ventilation or sealing failure. Where we identify such matters we will report them to you.

Nothing in this section affects any statutory rights you may have.

18. Our liability

Nothing in these terms excludes or limits our liability where it would be unlawful to do so. In particular, we do not exclude or limit our liability for:

• death or personal injury caused by our negligence;
• fraud or fraudulent misrepresentation;
• any matter for which it would be unlawful to exclude or attempt to exclude liability;
• where you are a consumer, any liability arising under the Consumer Rights Act 2015 which cannot lawfully be excluded or restricted.

Subject to the above, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this agreement or failing to use reasonable care and skill. Loss or damage is foreseeable if it is obvious that it will happen, or if at the time the agreement was made both parties knew it might happen.

We are not responsible for loss or damage that was not foreseeable, or that arises from:

• information about the premises that was inaccurate or incomplete when provided to us;
• a failure to tell us about a hazard or special requirement under section 10;
• pre-existing damage, wear, defects or deterioration at the premises;
• a building defect, or the failure of any installation, fitting or system at the premises;
• work carried out by any third party.

Where you are a business customer, we are not liable for loss of profit, loss of business, business interruption, loss of anticipated savings, or loss of business opportunity, and our total liability in connection with an agreement is limited to the total price payable under that agreement, except in respect of the matters listed at the start of this section.

We do not make any claim on this website about insurance cover. If your organisation requires specific documentation from contractors, please raise this with your enquiry and we will respond directly.

19. Events beyond reasonable control

We are not responsible for any delay in performing, or failure to perform, our obligations where that delay or failure is caused by an event beyond our reasonable control.

Such events may include severe weather, flood, fire, epidemic or pandemic, industrial action, civil disorder, acts of terrorism, failure of public or private utility networks, failure of transport networks, restrictions imposed by government or public authority, or loss of access to the premises for reasons outside our control.

Where such an event occurs we will contact you as soon as reasonably possible, and we will agree a revised date for the affected work. Where the delay is substantial, either party may end the affected arrangement, and you will receive a refund of any sums paid in advance for work not carried out.

20. Intellectual property

We own or are licensed to use all intellectual property rights in this website and in the material published on it, including its text, layout, design, graphics and the NEATFIELD name, logo and brand marks. These are protected by copyright and other laws.

You may view, download and print extracts from this website for your own internal or personal use in connection with considering or receiving our services.

You may not reproduce, republish, distribute, commercially exploit or create derivative works from any part of this website without our prior written permission, and you may not use our name, logo or brand marks without that permission.

Quotations, scopes of work and other documents we prepare for you remain our intellectual property. You may use them for the purpose of evaluating and receiving our services.

21. Privacy and data protection

We handle personal information in accordance with our Privacy Policy, which explains what information we collect through enquiries and the provision of services, why we hold it, the lawful bases we rely on, how long we keep it, and the rights available to you.

Our Cookie Policy explains the very limited browser storage used by this website. This website does not use advertising cookies, marketing trackers or third-party analytics.

Where you provide us with personal information about other people — for example a colleague, a tenant or a site contact — you confirm that you are entitled to provide it to us for the purpose of the enquiry or the work.

22. Third-party links

Where this website contains links to external sites or resources, those links are provided for information only. We have no control over the content of external sites and accept no responsibility for them or for any loss or damage arising from your use of them.

23. Ending an agreement

An agreement for a single piece of work ends when that work has been completed and paid for in accordance with the accepted quotation.

For recurring work, either party may end the agreement by giving the notice stated in the accepted quotation. Where no notice period is stated, either party may end the agreement by giving reasonable notice in writing.

Either party may end an agreement immediately by written notice if the other party commits a serious breach of it and, where the breach is capable of being put right, fails to do so within a reasonable period after being asked to.

Ending an agreement does not affect any rights or obligations that arose before it ended, including the obligation to pay for work already carried out.

24. Changes to these terms

We may amend these terms from time to time, for example to reflect changes in how we work or in applicable law. The version in force is the one published on this page, and the date at the top of this page shows when it was last updated.

The terms that apply to a particular arrangement are those in force when your quotation was accepted, together with that accepted quotation.

25. Governing law and jurisdiction

These terms, and any agreement formed under them, are governed by the law of England and Wales.

You and we both agree that the courts of England and Wales have exclusive jurisdiction in relation to any dispute arising from or in connection with them.

If you are a consumer resident in Scotland or Northern Ireland, you may also bring proceedings in the courts of the country in which you live, and the mandatory consumer protection provisions of the law of that country continue to apply to you.

26. Your statutory rights

Where you deal with us as a consumer, you have statutory rights that these terms do not affect. In particular, under the Consumer Rights Act 2015, services must be performed with reasonable care and skill, and where a price has not been agreed in advance, a reasonable price must be charged.

Where you are a consumer and the agreement was made at a distance or away from our premises, you may also have a statutory right to cancel within 14 days under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This is explained in our Cancellation Policy.

Nothing in these terms is intended to remove, reduce or restrict any statutory right you have. Where anything in these terms conflicts with a statutory right that cannot lawfully be excluded, that statutory right prevails.

You can obtain free, impartial advice about your consumer rights from Citizens Advice.

27. How to contact us

If you have a question about these terms, an enquiry, a quotation or work we have carried out, please contact us:

• Telephone: +44 7828 789 641
• Email: info@neatfieldcleaning.help
• Enquiry form: neatfieldcleaning.help/contact.html
• Registered office: NEATFIELD FACILITIES LTD, 66 Paul Street, London, England, EC2A 4NA

To cancel or reschedule an agreed service, please call +44 7828 789 641 as soon as possible.