Terms

Prime Adex Ltd, registered in England and Wales, company no. 17534538. Registered office: 35 Albert Road, Middlesbrough TS1 1NS. You can reach us on +44 7831 915332. These terms apply to every clean we do for you, unless we agree something different in writing.

We quote in writing, by text message, with the price and the checklist for the clean. A quote stays open for 30 days.

If the job turns out to be much bigger than described, with more rooms or much heavier cleaning, we tell you before we carry on and agree a new price with you. We never add a charge you have not agreed.

A clean is booked once we have both agreed the date, the time and the price in writing. For regular cleans we also agree the days and how often.

If you book a clean for your home by phone, text or online, you can cancel within 14 days of the day we agree the booking, without giving a reason. We refund anything you have paid within 14 days of hearing from you.

If you ask us to clean within those 14 days and then cancel, you pay only for the work already done. Once a clean you asked for within the 14 days is finished, the right to cancel that clean ends. To cancel, call or text +44 7831 915332.

Tell us at least 48 hours before a clean and there is no charge. With less notice, or if we cannot get in at the agreed time, we may charge up to half the price of that clean, for the time we set aside. This does not affect your right to cancel above.

Either of us can end regular cleans with two weeks’ notice, by phone or text. You pay for the cleans done up to then.

We send an invoice after each clean, payable by bank transfer. Homes pay within 7 days of the invoice, and businesses within 14 days unless we agree other terms in writing.

A business that pays late may be charged interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998.

You choose how we get in: you are there, you leave a key, or you give us a door code. Keys we hold are labelled with a reference, never your address, kept locked away, and returned when the cleans end or whenever you ask. Tell us about any alarm.

Running water, electricity and safe access to the rooms we are cleaning. Tell us about pets, and about anything fragile, valuable or needing special care. Please put away cash, jewellery and private papers. We do not move heavy furniture or appliances.

We may stop or turn down a clean that is not safe: for example needles or other sharps, bodily fluids beyond everyday cleaning, mould that needs a specialist, pests, hazardous chemicals, or work higher than a step ladder reaches. We tell you why, and charge only for the work already done.

We do not take waste away from the property. We bag it, ready for your bins or your own collection.

Tell us within 24 hours of the clean, with a photo if you can. If something on the checklist was missed or not done properly, we come back and put it right free of charge.

This is on top of your legal rights: the law says our work must be done with reasonable care and skill.

Tell us within 48 hours. If we damaged something through our own carelessness, we repair it, replace it or pay a fair amount towards it. We are not responsible for wear that was already there, or for things that were faulty or not fixed in place properly.

Nothing in these terms limits our responsibility where the law does not allow it.

Call or text +44 7831 915332 and tell us what went wrong. We reply to every complaint within 2 working days, and give you a full answer within 10 working days.

If you are not happy with our answer, Citizens Advice can explain your options, at citizensadvice.org.uk.

The schedule, checklist and payment terms are agreed in writing before the first clean. Where those written terms differ from these, the written terms apply.

We may update these terms. The version on this page when you book applies to that booking. These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring a claim in your local courts.