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 Terms & Conditions 


  • “The Company ” – means Cotswold Gleam Team Ltd

  • “Cleaner” – means the person or firm carrying out the Services on behalf of The Company.

  • “Client” – means the person, firm or corporate body together with any subsidiary or associated company as defined by the Companies Act 1985 to whom the 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 Cleaner in order to carry out the Service.



  • These Terms and Conditions represent a contract between Cotswold Gleam Team Ltd and The Client.

  • The Client agrees that any use of The Company ’s Services, including placing an order for Services by telephone, email or website forms shall constitute the Client’s acceptance of these Terms and Conditions.

  • Unless otherwise agreed in writing these Terms and Conditions shall prevail over any other terms of business or purchase conditions put forward by The Client.

  • No variation or alteration of these Terms and Conditions shall be valid unless approved in writing by a director of The Company.



  1. The Client agrees to pay the weekly fee via Direct Debit.

  2. The Company reserves the right to suspend Services if weekly payments are missing.

  3. Minimum duration of 2 hours per Service visit applies for all domestic cleaning Services.

  4. The sales advisors can only give a rough estimate of the duration of the Service, which is based on a basic description of the Client's house. Please note that duration may vary therefore a degree of flexibility is required.

  5. The Company agrees to provide a task list and all cleaning detergents and equipment ( mop, bucket and portable stool) required to carry out the Service, unless other arrangements have been made with The Company. Any cleaning equipment provided by the Client, should be safe and in full working order.

  6. If the Client does not have a vacuum cleaner and asks The Company to use their equipment, the Client understands that an applicable charge will be assessed.

  7. The Client must allow the Cleaner access to hot water and power.

  8. If collection of keys is required from a location outside the postal code area of the Service, this will insecure a £15 (excl. VAT) fee.

  9. The Company will not be responsible for triggering any alarm systems or faults. Clients should give any special instructions for deactivation/activation of any household alarm systems.

  10. The Client understands that the price quoted over the phone or email does not include anything apart from cleaning.

  11. The Company is not responsible for any costs or losses the Client may incur due to a Service not taking place or taking place at a time different from the Clients preferred time or date. Completion of Services is subject to the Cleaner having the time to complete it.

  12. By entering under these Terms and Conditions with The Company, after the termination of the Service provided by The Company, the Client must not hire or use any Services provided by a present or past Cleaner introduced to the Client by The Company. If the Client does wish to hire or use Services provided by such a Cleaner our referral fee is £800.

  13. All fragile and highly breakable items must be secured or removed. Items excluded from liability are: cash, items of sentimental value, art and antiques.

  14. In case of a complaint, The Company requires to be notified within 24 hours after completion of the Service.



  1. The Company reserves the right to amend the initial estimate, should the Client's original requirements change.

  2. If collection of keys is required from a location outside the postal code area of the Service schedule, this will insecure a £15 (excl. VAT) fee.

  3. The Client understands that the price quoted is not a "package deal" and includes only cleaning labour.

  4. Minimum duration of 10 hours per Service applies.

  5. Equipment provided by the Client, should be safe and in full working order.

  6. The sales advisors can only give a rough estimate of the duration of the Service, which is based on a basic description of the Client’s premises. Please note that duration and price may vary therefore a degree of flexibility is required.

  7. The Client is advised that an end of tenancy clean may take double the length of time required for a general clean.



  1. All work carried out by The Company at your request, whether experimental or otherwise will be charged accordingly. Any work undertaken by The Company on behalf of The Client is carried out on the basis that The Client has fully approved such work whether or not we have received an official order providing there is evidence of written or verbal confirmation to proceed, including letter, facsimile or email correspondence between the parties.

  2. Payments of fees rendered by invoice are due within the dates stated on the invoice.

  3. Interest may be applied to any overdue accounts at a rate of 8.5%. Where payment has not been received we reserve the right to withhold Services, documents and information, and have the right to cease to work on your account, and to terminate the engagement if payments are unduly delayed.

  4. Any expenses incurred whilst working on your behalf will be charged and appropriate records will be kept and will be available for inspection. Such expenses may include the use of meeting rooms and other facilities, internal printing, courier charges, and international but not national telephone calls.

  5. Consistent late payment will incur a 20% prepayment for all future work.

  6. We have a statutory right to interest and compensation for debt recovery costs under the late payment legislation if not paid according to agreed credit terms. The Late Payment of Commercial Debt (Interest) Act (1988) states that for debts of less than £1000, the penalty is £40, rising to £70 for debts up to £9,999.99 and £100 above that. Interest is payable at the above rate in section 3.3. The penalties and interest now apply to all businesses regardless of size.

  7. Unless otherwise expressly stated, all prices shall be in Pounds Sterling and shall be exclusive of VAT.

  8. All prices are Net and no settlement discount is allowed. All accounts are payable no later than 7 (Seven) days from date or invoice unless otherwise agreed by The Company in writing. Note that the payment terms are required whether you have signed off on the copy or not.

  9. After the 7 day payment period has passed all further work for The Client will cease.

  10. All quotations offered by The Company are deemed valid for a period of 30 (Thirty) days, after which time we reserve the right to revise the said quotation.

  11. Any additional work requested by the Client that isn’t covered in the original brief will be quoted separately and added to the original invoice. One month’s notice is required to discontinue the Service.

  12. All Service prices are reviewed each year and adjusted in line with inflation, minimum wage increases or any reasonable circumstances.



  1. Cleaning products are provided by The Company. If you require us to use your solutions or equipment they must be safe to use/operate, in full working order and must not require any special skills to be used for the purpose of cleaning.

  2. If the Client has equipment that is complicated to operate, the Client must provide clear and detailed instructions to the Cleaner.

  3. If the Client requires the Cleaner to use their own materials and equipment including vacuum cleaner The Company cannot accept any liability should anything go wrong with either the equipment or the outcome of using it.


  1. No refund claims will be given once the Service has been carried out. If for any reason the Client is dissatisfied with any aspect  of the Service, the Client must notify The Company within 24 hours and this will be rectified.

  2. Refunds will be issued only if the Client has cancelled a Cleaning Visit within the allowed time (48 hours) prior to the start of the Service and a payment has been already received by The Company .

  3. Refunds will be issued if a Cleaner does not attend a Service, payment for which has been already received by The Company .



  1. The Client agrees to pay the 50% price of the Cleaning Visit, if: a) The Client cancels or changes the date/time less than 48 hours (2 days) prior to the scheduled appointment; b) The Client fails to provide access to the Service premises thus preventing the Cleaner to carry out the scheduled work; c) There is a problem with the Client’s keys and the Cleaner cannot let themselves in. If keys are provided they must open all locks without any special efforts or skills.

  2. If the Client needs to change a cleaning day or time The Company will do its best to accommodate them. A minimum of 48 (2 days) hours notice is required.

  3. Please note that The Company cannot guarantee that the same operative will be available on the new day and at the time the Client requires. Any changes in the cleaning schedule are subject to availability .

  4. The Company ’s Cleaner’s work on any day of the week Monday-Friday, excluding Bank Holidays. If the Client’s Cleaning Visit is due on a Bank Holiday she/he can request a new cleaning day or time, The Company will do its best to accommodate them.



  1. The Client agrees to pay a cancellation fee equivalent to 7 days Service if: 1) No notice is given; 2) The Client provides a termination of notice less than 7 days

  2. Prior to termination of the agreement, the Client is obliged to provide details of any incoming contractor for the purposes of compliance with the Transfer of Undertaking (Protection of Employment) Regulations 2006



  1. The Company’s public liability insurance will cover damages caused by a Cleaner working on behalf of The Company up to £1,000,000.00. In order to keep our prices competitive all claims are subject to an excess of £1250.00 payable by the Client.

  2. The Client agrees that due to the nature of the Service, The Company guarantees only to correct any problems reported within 24 hours. If a problem occurs on a Saturday it must be reported by Monday 00:00 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.

  3. The Client waives his right to stop payment on his cheque unless The Company fails to make good on the guarantee shown in part 15.

  4. While the Cleaners 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 Cleaner.

  5. 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 Client with the item’s present actual cash value toward a like replacement from a company’s source upon payment of Services rendered.

  6. 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.

  7. Any attempt to commit insurance fraud or any use of false information to commit any type of fraud will be prosecuted to the fullest extent of the law together by The Company and the Insurance Provider(s). Monetary compensation as well as legal fees may incur.

  8. Key replacement/locksmith fees are paid only if keys are lost by our operatives. There is a £30 per location liability limit.



  1. The Company takes complaints seriously. If the Client is not happy with any aspect of The Company’s Service, please call The Company as soon as possible and give The Company the chance to rectify it.

  2. If the Client is dissatisfied with a currently occurring Service, The Company asks that the Client notifies us as soon as they notice anything that might be to their dislike by calling 01993 252575 or by email Please do not wait until the Service is ending.



  1. 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 arising from or in any way connected with a late arrival of Company operatives at the service address. The Company endeavours to be right on time on any visit but sometimes due to transport related and other problems which are beyond The Company ’s control, The Company Cleaner may arrive with a delay or the Cleaning Visit may be rescheduled.

  2. 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 arising from or in any way connected with – 1. A cleaning job not complete due to the lack of hot water or electricity 2. Third party entering or present at the Client’s premises during the cleaning process. Any existing damage to Clients property in the form of old stains/burns/spillages etc. which cannot be cleaned/removed completely by the cleaning operative. Any damages worth £100.00 or less.



  1. If the Client requests keys to be collected by The Company’s Cleaner from a third party ’s address then a £15.00 charge will apply. The charge will cover only the pick up of keys. If said keys need to be returned back to the third party ’s address or any other address additional charge of £15.00 will apply.

  2. The Company reserves the right to re-evaluate rates at any time should the Client’s initial list of tasks changes.

  3. The Company reserves the right to amend the initial quotation, should the Client’s original requirements change.

  4. If any estimates of how long it will take the Cleaner to complete the job are being provided those are only estimates based on the average time it takes to clean a premise of similar size to the Client’s, it being difficult to calculate precisely how long such tasks may take and that a degree of flexibility may be required. Please note that one off cleans may take longer to complete due to longer intervals between cleaning sessions, number and type of cleaning tasks required, when compared to the regular maintenance cleaning of the same property.

  5. The Client understands that the price he has been quoted may vary according to condition of property and room sizes etc.

  6. The Company shall endeavour to arrange a replacement Cleaner if your scheduled Cleaner cannot attend a scheduled visit.

  7. Post Construction Cleaning (Builders Cleaning), End of Tenancy or badly neglected homes may take up to three times longer than a well maintained home requiring general cleaning. Therefore The Company advises the Client to ask for our specialist Services.

  8. The Company reserves the right to make reasonable changes to the Terms and Conditions in agreement with the other party.



  1. The Company has built its business and reputation by providing its Clients with the best possible Service available. Still, The Company realises that because its operatives are human beings, they sometimes make mistakes. For this reason, The Company offers a Guarantee. If the Client is not satisfied with any areas that have been cleaned, The Company’s operative will come back to the Client’s premises and re-clean those areas free of charge.

  2. Please note that this guarantee will not apply if the condition of the Client's premises has deteriorated since the original Service was undertaken.

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