Terms & Conditions
Terms & Conditions
Bio 365 Specialist Cleaning Ltd
Office 2, Big Padlock, Ellis Ashton Street, L36 6BJ
Email: info@bio365cleaning.co.uk
Phone: 0151 332 6677
Company Number: 16324113
Effective Date: 10th November 2025 Updated Version
(Terms may be subject to further updates and the document number will be updated accordingly)
1. General Terms
Bio 365 Specialist Cleaning Ltd is a professional cleaning service provider. These Terms & Conditions act as a legally binding agreement between you, the client and Bio 365 Specialist Cleaning Ltd. By using our services, you confirm that you have read, understood and agree to be bound by these terms. if you do not agree to these terms stated herein, you should not engage in our services.
2. Privacy Policy
We respect your privacy and handle all personal data stored in accordance with the UK General Data Protection Regulation (UK GDPR). Any information you provide is stored securely. All information will be strictly accessed by authroised personnel only. We do not sell or share your personal data to third parties. Clients may choose to receive marketing communicationos such as promotions and updates by opting in through express content. You can opt out by any time by contacting us directly or using the unsubscribe option in our emails.
3. Payment Terms
For all specialist and biohazard bookings, full payment is required at the time of booking. Your booking will not be confirmed until payment is received. For ADHOC deep clean bookings we require a deposit of 50% in order to secure your booking, in some cases full payment may be requested depending on the nature of the booking. Regular clients are expected to pay on completion of the service and no later than 24 hours following the completion of the clean and no deposit is required for a repeat service. This is only subject to change if alternate arrangements such as monthly invoices have been requested but this is to our discretion. If a cancellation is requested 14 days prior to your booking then your deposit will be transferred to a different date or returned. Cancellations made with less than 14 days notice would mean your deposit is no longer transferable. Cancellations made with less then 48 hours notice will be charged in full and your deposit is non refundable. We reserve the right to retain payments in accordance with our cancellation policy as detailed below.
4. Contact & Booking Terms
We accept bookings through our website, email, social media platforms, text messages, and telephone calls. During your initial contact, we’ll ask a few questions to understand your cleaning needs and gather essential details about your property. In some cases, we may request photographs or schedule a site inspection to determine the most suitable service for your situation. Our recommendations are based on the information you provide, so please ensure all details are accurate and complete. You will also receive confirmation of your booking electronically via email.
5. Hazardous Conditions
It is the responsibility of the client to be fully transparent and honest about any hazardous conditions within a property. This includes but is not limited to hazardous factors such as bodily fluids, sharps, drug, fire & soot damage, clutter & excess waste. Please be transparent and honest so that we can provide our team with the correct PPE & equipment in order to comply with our Health & Safety Standards. Any failure to disclose anything hazardous will be resulted in your booking being cancelled and payment being charged in full.
6. Timings
Whilst we always endeavour to stick to your preferred time slot factors such as traffic, staff sickness and other scenarios may result in the schedule being subject to last minute changes. By booking with us you agree to allow our team access between the hours of 9am & 5pm on your chosen day of booking.
7. Complaints & Damages
In instances were you are unhappy with your service or if you want to report any damages this must be done within 24 hours of your clean taking place. This is so our management team have the opportunity to assess the issue straight away and discuss this with our team whilst it is still fresh in their minds. All complaints & cases of damage MUST have image or video evidence for us to review fairly. Our management team will choose the best outcome dependent on the circumstances surrounding your complaint.
8. Cancellation Policy
All cancellations are to be made with more than 2 working days notice. This is too allow us to find an alternate booking for our team. Our entire team are fully employed and contracted a set amount of hours, in order to fulfill these hours we can not accept last minute cancellations as a business. Any cancellations made with less than 2 days notice will result in the payment being charged in full for the slot.
9. Pet Policy
We completely understand that many of our clients will have pets present within their homes. Whilst this is no problem at all and we love to meet your fur-babies, it remains solely the clients responsibility to ensure that pets are well behaved and do not interfere with our team whilst they are working. If your pet is prone to aggressiveness or is overly anxious then they should be secured for the duration of the clean. We are not liable for any damaged caused by pets and earnings or damage resulting from pet related incidents will be charged to the client. Our team will not clean up any pet waste such as (but not limited too) urine, faeces, cat litter trays, vomit under any circumstances. Clients must inform us at their earliest convenience of any flea or bug infestations prior to our team attending. Failure to do so will result in cancellation charges. Our team have the right to refuse / leave the property early if any pet related issues prevent them from completing their work and the service will remain payable in full. It is also the clients responsibility to make us aware of the pets presence prior to the booking. Alongside this, any animals that may be prone to flee when any access points are in use, or if there is an indoor cat in the property. We accept no liability if we are not informed of this.
10. Photo & Video Policy
During all bookings our team take images & videos to provide proof of their quality of work. We also use all video & images taken during the booking for our social media, website & other forms of marketing. Should you wish for your home not to be shared in any form of our marketing then please inform us at your earliest convenience in writing of this.
11. Keys & Property Access
We are fully insured for key holding and all of our team are required to hold a DBS check. For any properties that we have any keys or access codes & information we require our team to sign a document to ensure this will not be shared with anyone outside of the company. All keys & access information are only provided to our team on a need to know basis. In the unlikely event that keys have been misplaced we will pay to have a replacement key. Our keys are not stored with personal or identifiable information.
12. Realistic Expectations
Whilst we understand it is frustrating when your entire home and/or priority list is completed this is quite often outside of our control. Cleaning is not a one size fits all service & we work on a timed package basis. Once the time your have booked and paid for is complete we unfortunately are unable to continue working outside of our paid time. We may recommend a package suited to your requirements but it is not always guaranteed that the entire property or priority list will be completed during this time. Cleaning efficiency can vary depending on the conditions of the property some examples of this being the level of build up, pets present, children and other environmental factors. Clients are welcome to inform us of their main priority areas and these will be our primary focus and we believe in quality over quantity, meaning we will not move to a new task or area if that task is not completed to a high standard. Some areas due to wear and tear or age may also not be cleaned to an immaculate standard.
13. Staff Safety
Our team work incredibly hard and they have the right to work in a safe and respectful environment. We do not tolerate under any circumstance abuse, harassment or any inappropriate behaviour towards our staff at any time. Should our team feel unsafe during a booking they have the right to refuse and the booking will still be expected to be paid in full.
14. Legal Action for Unpaid Balances
If any of the included terms are not met, resulting in non-payment or an unresolved balance, we reserve the right to pursue the matter through the UK Small Claims Court. All agreements are governed by and interpreted in accordance with the laws of England and Wales.