1. Who supplies the service
Your contractual service provider is THE MOPSTERS LTD, company number 17515877, registered in England and Wales, trading as THE MOPSTERS. Registered office: 199 Rayleigh Road, Leigh-On-Sea, England, SS9 5YG.
We arrange and manage the cleaning service, customer communications, quotation, booking coordination, complaints and service resolution. Work may be carried out by genuinely independent cleaning partners or subcontracted teams, but THE MOPSTERS LTD remains responsible to you as the contractual service provider.
2. Enquiries, quotations and booking acceptance
A website submission is an enquiry only. We may ask questions, inspect information or request photographs before quoting. A quotation will identify the service, agreed scope, exclusions, price, proposed date or frequency and any job-specific conditions.
A booking becomes binding only when you accept the quotation and these terms and THE MOPSTERS LTD then confirms acceptance in writing. Until that confirmation, neither an enquiry nor a proposed date reserves availability.
If a quotation states an expiry date, it must be accepted by that date. A change in the property, access, condition or requested work may require a revised quotation.
3. Scope and standard of service
We will perform the agreed service with reasonable care and skill. The booking confirmation defines what is included, what is excluded and any assumptions about condition, access, utilities, equipment or materials.
Cleaning improves condition but does not repair wear, permanent staining, damage, deterioration, unsafe surfaces or defects. A specific outcome is only part of the contract if expressly included in the accepted quotation.
4. Your responsibilities
- Give an accurate description of the property, its condition, occupancy and the work required, and tell us promptly if anything material changes.
- Confirm that you have authority to arrange the service and provide lawful access.
- Provide safe, timely access and any utilities, parking permissions or facilities stated in the quotation.
- Tell us about fragile items, known defects, hazardous materials, pest activity, security requirements, pets and any other material risk before the service.
- Secure valuables, cash, confidential papers and irreplaceable items unless a different arrangement is expressly agreed.
Access codes and key locations should be shared only through the secure or direct method agreed after booking, not through the initial website enquiry.
5. Price, deposits and payment
The accepted quotation states the price or the method used to calculate it, any applicable taxes, whether a deposit or advance payment is required, and the payment method and due date. The website does not currently take payment.
A deposit is not automatically non-refundable. If a booking is cancelled, any amount retained or charged must comply with the cancellation rights below, the accepted booking information and applicable law.
If an undisclosed condition or inaccurate description materially changes the work, we will explain the issue and seek agreement to a revised scope and price before carrying out additional chargeable work, unless immediate action is reasonably necessary to protect people or property.
6. Changes and additional work
Either party may propose a change. A material change to scope, timing or price takes effect only when agreed. Cleaning partners are not authorised to agree a material price change on behalf of THE MOPSTERS LTD unless we confirm it.
If requested additional work cannot reasonably be completed within the booked time, we may offer a revised arrangement rather than leave agreed work incomplete without discussion.
7. Consumer cancellation rights
If you are a consumer and the booking is made at a distance or away from our business premises, you will normally have 14 days from the day after the service contract is made to cancel without giving a reason, subject to statutory exceptions.
We will not start during that period unless you expressly request an early start. If you cancel after work has begun following a valid early-start request, you may have to pay a proportionate amount for the service supplied up to cancellation. If the service is fully performed during the cancellation period after your express request and acknowledgement, the statutory right to cancel may end.
Booking-specific cancellation information and a cancellation method must be supplied in a durable form when the contract is confirmed. Nothing in these terms reduces a statutory cancellation right.
8. Other cancellations and rescheduling
Outside a statutory cancellation right, contact us as soon as possible if you need to cancel or reschedule. Any charge or deduction must be disclosed before booking, be fair and reflect reasonable losses directly caused by the cancellation after taking reasonable steps to reduce them. We do not treat every deposit or advance payment as automatically forfeited.
We may cancel or reschedule where access is unsafe, information materially differs from what was agreed, a cleaning partner becomes unavailable, or circumstances outside reasonable control prevent performance. We will communicate promptly and, where we cancel without providing the service, return sums paid for work not supplied unless a lawful set-off applies.
9. Failed access and wasted attendance
If the team cannot gain access at the agreed time, or cannot work safely because an agreed customer responsibility has not been met, contact us promptly. A charge may apply only where disclosed before booking and only to the extent it fairly reflects reasonable loss that could not be avoided. We will consider the circumstances before deciding what is reasonable.
10. Damage, defects and belongings
Please identify existing damage or particularly delicate surfaces before work starts. If damage may have occurred during the service, tell us promptly, preserve relevant evidence and give us a fair opportunity to investigate. We may ask for photographs, ownership or value information, or access to inspect.
Responsibility will be assessed on the evidence, the agreed scope and applicable law. Nothing excludes liability for damage caused by a failure to use reasonable care and skill, or any liability that cannot lawfully be limited.
11. Quality concerns, remedies and refunds
Raise a concern as soon as reasonably possible through our Complaints and Quality Policy, explaining the agreed item you believe was missed. Please allow a reasonable opportunity to review the work and, where appropriate, propose a remedy.
Available remedies depend on the circumstances and may include repeat performance, completing an agreed item, a proportionate price reduction or refund. We do not promise an automatic re-clean or fixed refund window. Consumers retain all statutory rights, including rights relating to services not performed with reasonable care and skill.
12. Liability and unavoidable events
Nothing excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of rights that cannot lawfully be excluded, or any other liability that the law does not permit us to exclude.
We are not responsible for loss caused by inaccurate or withheld material information, an existing defect, or an event outside our reasonable control, except to the extent our own breach contributed to that loss. We will take reasonable steps to reduce disruption and communicate about a new arrangement.
13. Business customers
If you book wholly or mainly for business purposes, consumer cancellation rights do not apply. A commercial quotation, purchase order or separately negotiated agreement may add or replace terms for service levels, access, invoicing, cancellation and liability. Any departure from these terms must be agreed in writing.
14. Law, disputes and contact
Contact us first so we have a fair opportunity to resolve a concern. These terms are governed by the laws of England and Wales. Consumers retain any mandatory right to bring proceedings in another court available under applicable consumer law. For business customers, the courts of England and Wales have exclusive jurisdiction unless a written agreement says otherwise.
Email: luke@themopsters.co.uk. Telephone: +44 7842 508362.