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Terms and Conditions

Introduction

These terms and conditions are ( along with any documents referred that set out the terms and conditions which you may use our website www.freshandbright.co.uk (the Site) and/or our mobile application (the App), whether as a guest or a registered user, and the connection service that we provide through them (collectively, fresh and bright), including any services bookings provided.

Please read these terms of service thoroughly before using fresh and Bright, as they will apply to you when you are booking any services (please note that it will not apply to any third party services you request through fresh and Bright). We strongly advise you to print a copy of these terms of service for any future reference.

By using fresh and Bright, you are confirming that you have read and accepted the terms and conditions you agree to comply with and be obligated by them. If you do not agree to them, you must not use fresh and night services.

Please note that these terms of service do not apply to any cleaning or other services provided by service Providers (as defined below).

Other applicable terms

These terms of service refer to our privacy and cookie policy, which explains how we manage any personal data we collect from you or that you supply to us, as well as information on the cookies and/or other comparable technologies (such as analytics) that we employ. You consent to such processing by using freshandbrightand and you warrant that all data you give is accurate. Please see the footer of this page for a complete list of our privacy policies.

Information about us and how to contact us

Freshandbright is a technology platform that links consumers like you to the site or app, with third party providers of cleaning service and other service as mentioned on the site through the site or the app (Service Providers). It allows you to contract with a Service Provider in your area.

You can email us at hello@freshandbright.co.uk if you want to contact us in writing, have a complaint, or are compelled to give us notice in writing.

Disclaimer

Please keep in mind that we only provide the platform that connects users (like you) with Service Providers and allows them to be introduced.

We do not provide any of the cleaning services or other services listed on the Site as being provided by Service Providers, and any contract for the provision of those services is between you and the applicable Service Provider (and not us).

It is the responsibility of the relevant Service Provider to perform any services you request through freshandbright (and, if you request it, to provide any cleaning). You agree to comply with any terms of service that apply between you and the relevant Service Provider, and you agree to provide any cleaning materials that are required if requested by you.

You acknowledge that you are entering into a separate contract with the service provider in which the details of the services will be explained; these are at the service provider’s exclusive discretion and are completely independent of fresh and bright. It is your obligation to ensure that the service provider is aware of the terms of this contract as well as any services you intend to have performed. The number of cleaners that will be at your house, i.e. service providers, may differ from the number listed on your booking confirmation email as a reference.If a specified number of providers is necessary, make sure to indicate it in your customer’s reservation details.

We do not employ Service Providers, and we are not responsible for the behaviour, acts, or omissions of any Service Providers you engage through freshandbright, nor do we make any representations, warranties, or guarantees as to the quality of the services they provide, unless otherwise stated in these terms of use.If a Service Provider you hire through freshandbright damages your property while performing services for you, the Service Provider is responsible (and not with us).

The Service Provider is accountable if a Service Provider you hire through maidmyhome destroys your property while conducting services for you (and not with us).We do take reasonable steps to check the suitability and quality of Service Providers, such as conducting interviews, getting evidence of identification and address, and obtaining references, among other things. We may rely on information provided by third parties in carrying out any checks, and that we cannot ensure that such information is reliable.

We also cannot guarantee that any particular Service Provider is appropriate for your needs, and you use Service Providers at your own risk. We may, but are not obligated to, remove a Service Provider from freshandbright based on any feedback you or other users provide in relation to that Service Provider.

Use of your account

You are responsible for the authentication and security of your username and password; we grant you access to the site and associated app so that you can manage your services with your service provider.We reserve the right to terminate your use of these services for any reason at any time.You are responsible for all actions taken under your username and password, whether done by mistake or on purpose.

Pricing and payment

When you first request a Service Provider’s services, you will be asked to provide us with valid credit or debit card payment details in order for us to pay for the services you request through freshandbright.

We will keep your credit card information on file for this purpose, and you agree that we may conduct authorization checks on that card (including when you use maidmyhome to request the services of a Service Provider).

The amount you will pay will include: (i) a fee due to the Service Provider, which will be based on the duration of the visit(s) (i.e. the number of hours worked) for a regular service; and (ii) a service fee due to us as stated on an invoice (which you can request through info@maidmyhome.co.uk) (or part thereof) worked by the Service Provider; and (iii) any additional extra services which you have We will provide you with a single receipt for the total amount paid for each booking.

A hold on your card may be placed 48 hours before the clean; please ensure that there are sufficient funds in the account.This is not a fee; it is simply a test to ensure that sufficient funds are available to complete the clean.We will contact you if there are insufficient funds on the card.In order for the service provider to proceed with the clean, you will need to provide a different card.If you are unable or refuse to clean within 48 hours, this will be considered a cancellation.

Payment will be collected on the day of service (or later) after the service has been completed.Regular services will be modified to reflect the amount of time the cleaners spend at the property (2 hours being the minimum payment for any service).Payment will be deducted from the credit card used to make the reservation.

if any amount owed to us remains unpaid, we reserve the right to: (i) charge reasonable administration fees; (ii) charge interest (both before and after judgement) on the outstanding amount at the rate applicable to judgement debts under the Late Payment of Commercial Debts (Interest) Act 1998; (iii) suspend any further bookings made by you; and/or (iv) take such other actions as we deem appropriate and you will be withdrawal your right to use freshandbright.

User obligations

The service provider is introduced to the user as a self-employed cleaner, and the user agrees to retain the service provider under a “Contract for Services,” which is a separate contractual agreement between the user and the service provider exclusively, for the avoidance of doubt. The details of the contract must be agreed upon directly by the user and the service provider.

The user and the service provider will directly agree on the services to be performed by the service provider, and these services will form the basis of the service provider’s duties under the upcoming Contract for Services. By reaching a mutual agreement with the service provider, the user can change the scope and method of the services contracted for under the terms of the Contract for Services at any time.

We’ll choose a cleaner from our database, assign them to your clean, and set up an interview with the cleaner when they first start working for you.This is your first clean form for this interview, and you have the option of attending or not.

If your cleaner is unavailable, we will try to offer temporary cover at your request. We cannot promise that this will occur on your regular cleaning day, and you may be required to be present at the property to allow the cover cleaner access. You will only be charged the Agency fee for each hour of cleaning that is completed.

If you request it, we will replace your cleaner at any moment.In this situation, when the new cleaner begins working for you, we will introduce you to them.

We will share your information with one or more of our registered domestic cleaners who have signed a workers agreement with us (this could be your regular cleaner, a temporary cover cleaner, or a replacement regular cleaner). The user must always provide a safe working environment for the service provider.

In order for the service provider to complete the clean, electricity and hot water must be available at the property.If this is not provided or made available, the booking will be considered a late cancellation, and the full booking fee may be charged.

If your service provider is unable to attend the clean for any reason, either they or we will contact you to arrange another date.

The service provider must be able to enter the property.If the service provider is unable to gain access to the property, the booking will be considered a late cancellation, and the full booking fee may be charged.

During the booking process, you will be asked to provide a suitable parking location.If this parking space is unavailable and the service provider is unable to park, the booking will be considered cancelled, and you may be charged the full booking fee.Any parking expenses will be added to your bill.

THIS SECTION ONLY APPLIES TO END OF TENANCY AND ONE-TIME BOOKINGS; IT DOES NOT TRANSFER, OMIT, OR CANCEL ANY OTHER TERMS OR SECTIONS:

This will be part of your agreement with the service provider, not freshandbright.

Your obligations as a user are to assist the service provider in completing their work to the required standard and in a timely manner, which requires that the property be free of trash and furnishings, that the fridge and freezer be defrosted, that there is no excessive mould, excessive lime scale, dirt, grime, faeces, blood, or any other fluid that may cause the clean to take longer than an hour.If this is the case, the service provider may request that you stay longer during the cleaning, which may result in an additional charge. In any case, if all of the above criteria are not met, any guarantee, offer, or invitation for a free re-clean is null and void, and the service provider will not provide it.

Booking process and cancellation

All cancellations must be made with at least 48 hours’ notice.

You can cancel, change, or reschedule your booking up to 48 hours before the start time of the clean.

If you cancel or reschedule the booking within 48 hours of the start time, you may be charged the full amount.

If you make a booking that is scheduled to begin within 48 hours, this policy remains in effect, and you may be charged for any cancellations or rescheduling.

Service Providers

You agree to treat Service Providers courteously and legally, and to provide them with a safe and appropriate working environment in accordance with all applicable laws and regulations.You also agree to provide them with all reasonable information and cooperation necessary to provide the services you have requested.

By signing up to use freshandbright, you agree that all bookings between you and Service Providers will be made through freshandbright, and that you will not engage or employ any Service Provider you have previously booked through freshandbright, or whose contact information you have received from us, to provide any Services other than through freshandbright.

If a Service Provider offers you Services other than through freshandbright, you must decline the offer and contact us as soon as possible.If you accept such an offer, or make a similar offer to a Service Provider, we will immediately terminate your right to use freshandbright (without any obligation to refund any fees already paid by you), and you will be required to compensate us for any losses we incur as a result, up to a maximum of £500.

For a period of six months after the date of termination of our legal agreement, you agree not to engage or employ any Service Provider you have previously booked through freshandbright, or whose contact details you have received from us, to offer any Services.

Resolving Issue

If you have a complaint or would like to provide feedback regarding one of our service providers or their services, please contact us as soon as possible at hello@freshandbright.co.uk We’ll then contact the Professional on your behalf and try to address any difficulties.

THIS SECTION ONLY APPLIES TO END OF TENANCY AND ONE-TIME BOOKINGS; IT DOES NOT TRANSFER, OMIT, OR CANCEL ANY OTHER TERMS OR SECTIONS:

All of our service providers have agreed to provide a free re-clean guarantee with all end-of-tenancy and deep cleans, with the exception of those performed for a specific period of time at the request of the user.

If your service provider fails to meet the expectations for this type of service, they will return to the property for free to correct any problems.

To make advantage of it, you’ll need to do the following:

  • Please Let us know within 48 hours of the clean-up being completed. This can be done by sending an email to hello@freshandbright.co.uk
  • Describe the problem in writing.
  • Any relevant photographs to show your issue or complaint must be included.

If we believe any valid complaints have been raised, we will request that the cleaning provider reclean the property as needed, free of charge.We will try to reschedule them within 7 days of the original booking date. We’ll give you three options for re-cleaning.If you don’t accept any of these, the service provider’s offer to reclean will expire.

Because of the wide range of situations that carpets might be in, none of our service providers can guarantee the service or offer a free re-clean on any carpet cleaning that has been done.

Insurance

Your service provider has agreed to take out their own public liability insurance as part of their contract with us; however, this insurance policy contains excesses, and any claims under £300 will not be processed by either ourselves or your service provider.We will assist you in contacting your service provider in order to begin making a claim with their insurance provider if your claim exceeds £300.

We have no authority over the cleaners because they work independently (as self-employed individuals), and we are unable to act in the event of non-compliance.It is up to the consumer to decide whether or not to pursue additional action to assert his or her right to compensation from the cleaner.It’s vital to remember that the insurer makes the final choice on whether or not to pay the claim.The entire operation may take some time, but rest assured that we will do our best to keep you informed throughout.

If something is damaged during your clean and you want to make a claim, you must email the information to hello@freshandbright.co.uk within 48 hours of the damage occuring.It is critical that you provide all necessary damage photographs.We will need images of any damage to perform an accurate initial assessment of the claim, so claims cannot be made over the phone.After 48 hours, any emails received will be ignored.

Suspension and termination

We reserve the right to cancel, terminate, or pause your rights, access, accounts, or licences to use the freshandbright platform and any associated service providers at any time and for any reason.

If this is the case, your account will be revoked, and you will no longer be able to book with us. If you create a new account after your rights to use freshandbright have been revoked, we have the right to cancel any cleans and collect any cancellation fees.

If we stop allowing you to use freshandbright:

  • all rights granted to you under these terms of service will be revoked;
  • You must immediately stop all activities permitted by these terms of service, including your use of freshandbright;
  • if applicable, you must immediately delete the App from all Mobile Devices; and
  • You must not re-register to use freshandbright.

Events outside our control

We will not be liable or responsible for any failure to perform, or delay in performing, any of our obligations under these terms of use that is caused by an event or circumstance beyond our reasonable control, such as a failure of public or private telecommunications networks, or any delays or latency caused by your physical location or the network of your wireless data service provider.

Other important terms

We may transfer our rights and obligations under these terms and conditions to another organisation, but this will have no effect on your rights or our obligations under these terms and conditions.

Only if we agree in writing may you transfer your rights or obligations under these terms of use to another person.

If we fail to insist that you perform any of your obligations under these terms of use, or if we fail to enforce our rights against you, or if we delay in doing so, this does not mean that we have waived our rights against you, and you are still required to comply with those obligations.If we waive a default by you, we will only do so in writing, and we will not automatically waive any subsequent default by you.

Each of these terms and conditions operates independently. If a court or competent authority rules that any of them are unlawful or unenforceable, the remaining conditions will continue to be in full force and effect. These terms and conditions are not intended to grant any rights to anyone other than you and us.

Applicable law

These terms and conditions, as well as their subject matter and formation, are governed by English law.

If you are a consumer, the courts of England and Wales will have non-exclusive jurisdiction over any claim arising from or related to these terms of use, subject to the paragraph below (unless you are a resident of Northern Ireland, in which case you may bring proceedings in Northern Ireland, or you are resident of Scotland, in which case you may bring proceedings in Scotland).

If you are a company, you and we both agree that the courts of England and Wales will have exclusive jurisdiction over any claim arising from or related to these terms of service.

Nothing in the preceding paragraph limits our right to file a lawsuit against you in any other court of competent jurisdiction, nor does filing a lawsuit in one or more jurisdictions preclude us from filing a lawsuit in another, whether concurrently or not, to the extent permitted by the law of that other jurisdiction.