Terms & Conditions

These Terms & Conditions apply to services provided by Four Streams Property, Cleaning & Support Services Ltd.

Services will be provided according to the relevant quotation, booking, agreement or service arrangement entered into with the customer.

About us

Four Streams Property, Cleaning & Support Services Ltd is a company registered in England and Wales, company number 17445914. Our registered office address is shown at the foot of this page.

• Telephone: 07926858867
• Email: fourstreamsservices@gmail.com

In these terms, "we" and "us" means Four Streams Property, Cleaning & Support Services Ltd, and "you" means the customer named in the quotation or booking. If you are booking for your home or for yourself, you are a consumer. If you are booking for a business, you are a business customer. Some sections apply differently to each, and say so.

Services provided

The services we will provide, where, and when, are set out in your quotation or booking confirmation. We will provide them with reasonable care and skill.

Pricing

The price is the one in your quotation. Your quotation will say how long it remains valid, and whether VAT applies.

If, when we arrive, the work turns out to be substantially different from what was described to us, we will tell you before carrying on, and agree any change in price with you first. You do not have to accept a change; if you do not, you can cancel the booking without charge for the work not yet done.

Payment

When payment is due, and how to pay, is set out in your quotation or booking confirmation.

If a business customer pays late, we may claim interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998.

Cancellations

Your right to cancel if you are a consumer

If you agree a service with us at your home, by phone, by email or online, you have the right to cancel within 14 days of the day the contract is agreed, without giving a reason.

To cancel, tell us clearly by phone or email. You can use the model cancellation form below, but you do not have to. It is enough that you tell us before the 14 days are up.

If you cancel, we will refund any payment you have made within 14 days of you telling us, using the same payment method you used, unless you agree otherwise. There is no fee for the refund.

If you ask us to start within the 14 days

We will only start work within the 14-day period if you ask us to, and we will ask you to confirm that request in writing.

• If you then cancel before the service is finished, you pay for the work already done up to the time you tell us, in proportion to the full price.
• If the service is completed within the 14 days at your request, you lose the right to cancel once it is complete. We will ask you to confirm you understand this when you ask us to start.

Cancelling or rearranging a booking

After the 14-day period, or if you are a business customer, the notice we need to cancel or rearrange a booking is set out in your quotation. If a late cancellation charge applies, your quotation will say so and how much it is. It will never be more than the reasonable cost to us of the cancellation.

If we need to cancel

If we have to cancel a booking, we will tell you as soon as we can and offer another time. If you would rather not rearrange, we will refund anything you have paid for work not done.

Model cancellation form

Complete and return this form only if you wish to cancel the contract.

Access to properties

Please make sure we can get into the property safely at the agreed time, and tell us beforehand about anything we need to know, such as alarms, pets, parking or anything hazardous.

If we cannot get in at the agreed time for a reason that is not our fault, your quotation will say whether a charge applies.

Cleaning requirements

• We need working water, electricity and lighting at the property, unless we have agreed something different with you.
• Your quotation will say whether we bring the cleaning products and equipment, or use yours.
• Please tell us about any surface, fabric or item that needs special treatment, or should not be touched.
• We leave waste bagged and ready for your normal collection.

Property management responsibilities

We are not taking on property management work at present. When we do, the responsibilities of each party will be set out in a separate written agreement.

Customer responsibilities

You agree to:

• give us accurate information about the property and the work needed;
• make sure the property is safe for us to work in;
• put away cash, jewellery and other valuables before we arrive;
• treat our representatives with courtesy and respect.

Keys and access

If you give us keys or access codes, we will:

• keep them securely, and never label keys with your address;
• use them only for the services you have booked;
• return them when our arrangement ends, or sooner if you ask.

If a key is lost while in our keeping, we will tell you straight away.

Damage and loss

If you think something has been damaged or lost while we were working, please tell us as soon as you can, with photographs if possible. We will look into it promptly.

If we caused the damage or loss, we will repair or replace the item, or pay the reasonable cost of doing so. We are not responsible for wear and tear, for defects that were already there, or for damage caused by following your instructions.

Confidentiality

We keep information about you, your household and your property confidential. We will only share it where you agree, where the law requires it, or where we need to act to protect someone from harm, as explained on our Safeguarding page. Our Privacy Policy explains how we handle personal information.

Complaints

If something is not right, please tell us. Our Complaints & Feedback page explains how.

Liability

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit.

If you are a consumer

We are responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We are not responsible for loss that was not foreseeable. Our services are for domestic and private use, so we are not responsible for any loss of profit, business or business opportunity.

Nothing in these terms affects your legal rights as a consumer. If a service is not provided with reasonable care and skill, you can ask us to put it right, or in some cases to reduce the price. For more on your rights, contact Citizens Advice.

If you are a business customer

We are not liable for loss of profit, revenue or business, or for any indirect loss. Our total liability to you for any booking is limited to the price of that booking.

Service limitations

• We provide only the services set out in your quotation or booking.
• We do not provide regulated personal care, nursing or medical services.
• We are not responsible for delays or failures caused by events outside our reasonable control. If one happens, we will tell you and rearrange as soon as we can.

Termination of ongoing arrangements

If you have a regular or ongoing arrangement with us, the notice needed to end it is set out in your agreement. You pay for services provided up to the date it ends.

We may end an arrangement straight away if the property becomes unsafe to work in, if our representatives are treated abusively, or if payment remains overdue after we have reminded you.

The law that applies

These terms are governed by the law of England and Wales. If you are a consumer living in Scotland or Northern Ireland, you can also bring proceedings in your local courts.

The terms that apply to your service are the ones in force when you book it.

Customers will be informed of the applicable terms before services commence where appropriate.