Terms & Conditions.

Last updated: 1 July 2026

These Terms & Conditions apply to cleaning services provided by MR REFRESH LTD.

By requesting a quote, making a booking, or allowing us to begin work, you agree to these Terms & Conditions.

1. About us

MR Refresh provides cleaning services in and around Stoke-on-Trent and surrounding areas.

2. Our services

We provide domestic and/or commercial cleaning services, including the services listed on our website or agreed with you directly.

The exact services to be provided will depend on the information you give us during the enquiry or booking process and any further agreement made before or at the appointment.

3. Service area

We usually accept bookings for addresses within approximately one hour's drive of Stoke-on-Trent.

We reserve the right to reject or cancel a booking if the address is outside our service area or if travel to the address is not practical for us.

Where possible, we will try to contact you before rejecting or cancelling a booking and we will explain the reason.

4. Quotes and estimated prices

Any price given before the appointment is an estimate based on the information provided by you, including the type of property, size of the area, condition of the item or area to be cleaned, access, parking, and any other relevant details.

We reserve the right to revise the price on site if the job is different from the description given during the booking process. This may include, but is not limited to:

• the area or item being larger than described;
• the condition being worse than described;
• heavy staining, odours, pet hair, mould, excessive dirt or contamination;
• restricted access or parking difficulties;
• furniture, appliances or other items needing to be moved;
• additional rooms, items or services being requested;
• health and safety concerns;
• any other circumstances that increase the time, work, cost or risk involved.

If the price needs to change, we will explain the reason and agree the revised price with you before continuing. If we cannot agree a revised price, we may refuse to carry out the work.

5. Booking acceptance and rejection

Submitting a booking request does not guarantee that the booking has been accepted.

We reserve the right to reject or cancel a booking where we have a valid reason to do so. Reasons may include, but are not limited to:

• the address being outside our service area;
• no suitable appointment availability;
• incomplete or inaccurate booking information;
• inability to contact you to confirm details;
• health and safety concerns;
• unsuitable working conditions;
• previous non-payment or repeated cancellations;
• abusive, threatening, discriminatory or inappropriate behaviour.

Where possible, we will attempt to contact you before rejecting or cancelling a booking and we will provide a reason.

6. Customer responsibilities

You agree to provide accurate and complete information when requesting a quote or making a booking.

Before we arrive, you should:

• make sure we have safe and reasonable access to the property;
• make sure parking or access arrangements are available where possible;
• remove fragile, valuable, sentimental or breakable items from the working area;
• secure pets and ensure children are kept away from the working area;
• tell us about any known risks, hazards, damage or delicate surfaces;
• tell us about any previous treatments, repairs or issues affecting the item or area to be cleaned;
• ensure that someone authorised is present to give access and approve any price changes or service changes if needed.

We are not responsible for delays, extra costs or inability to complete the job where these are caused by missing, incomplete or inaccurate information, unsafe conditions, lack of access, or failure to prepare the area.

7. Moving furniture and other objects

Unless agreed in advance, our service does not include moving furniture, appliances, heavy objects or large items.

If furniture or other objects need to be moved for the job to be carried out, we may agree to do this at an additional cost. The cost will be assessed and agreed on site depending on the amount of work, time and risk involved.

We reserve the right to refuse to move any item that we consider too heavy, unsafe, fragile, valuable, unstable, poorly assembled, fixed in place, or likely to cause damage or injury.

You are responsible for removing fragile, valuable or sentimental items before we begin work.

Where you ask us to move furniture or other items, we will take reasonable care. However, we are not responsible for damage caused by pre-existing weakness, poor condition, poor assembly, hidden defects, unstable flooring, lack of suitable space, or where the item was unsuitable to be moved. Nothing in these Terms excludes liability for damage caused by our failure to use reasonable care and skill.

8. Condition of items and surfaces

We will make reasonable efforts to achieve a good cleaning result. However, we cannot guarantee that all stains, odours, marks, discolouration, wear, fading, burns, mould, ingrained dirt or previous damage can be removed.

Some stains or marks may be permanent. Some materials may have pre-existing damage, colour loss, shrinkage, wear, weakness, or previous chemical treatment that becomes more visible after cleaning.

We are not responsible for pre-existing damage or for results affected by age, wear, material type, previous treatments, poor maintenance, or permanent staining.

9. Right to refuse work on site

We reserve the right to refuse to start or continue work on site where we have a valid reason. This may include, but is not limited to:

• the job being different from the description given during booking;
• the price needing to be revised and no agreement being reached;
• unsafe or unsuitable working conditions;
• restricted access, lack of parking or inability to access the property;
• risk of damage to property or belongings;
• health and safety concerns;
• aggressive, abusive, threatening, discriminatory or inappropriate behaviour;
• the customer or another person at the property being uncooperative;
• the property or working area being unsuitable for the agreed service.

MR Refresh has a zero-tolerance policy towards abuse, threats, harassment, discrimination or unsafe behaviour towards our team.

If we refuse or stop work for any of the above reasons, you may still be charged for reasonable time, travel, materials or work already carried out.

10. Access, parking and delays

You must ensure that we can access the property at the agreed appointment time.

If we cannot access the property, cannot park reasonably close to the property, or are delayed due to circumstances within your control, we may:

• charge for waiting time;
• reduce the amount of work completed within the appointment;
• reschedule the booking;
• cancel the booking;
• charge a reasonable cancellation or call-out fee.

Any parking charges, congestion charges, permit costs or similar costs may be added to the final price where applicable.

11. Payment

Payment is due after the job has been completed, unless we agree otherwise in writing.

We currently accept payment by:

• cash; or
• bank transfer.

Payment must be made on the day of completion unless otherwise agreed.

If payment is not received when due, we may contact you to request payment and may take reasonable steps to recover unpaid amounts.

12. Cancellations and rescheduling

You should contact us as soon as possible if you need to cancel or reschedule a booking.

We reserve the right to charge a reasonable cancellation fee if a booking is cancelled at short notice, if we arrive and cannot access the property, or if the job cannot proceed due to circumstances within your control.

If we need to cancel or reschedule because of staff illness, vehicle issues, weather, equipment failure, safety concerns or circumstances outside our control, we will contact you as soon as reasonably possible and arrange a new appointment where practical.

13. Online, phone and distance bookings

If you book our services online, by phone, by email or away from our business premises, you may have a legal right to cancel within 14 days of the contract being made.

If you ask us to provide the service during the 14-day cancellation period, you agree that we may begin the work during that period.

If the service has been fully completed with your agreement during the 14-day cancellation period, you may lose the right to cancel once the work is completed.

If you cancel after asking us to begin work during the 14-day cancellation period, you may have to pay a reasonable amount for the work already carried out up to the point of cancellation.

This does not affect your legal rights.

14. Complaints and issues after service

If you are unhappy with any part of the service, please contact us as soon as possible, ideally within 24 hours of the appointment.

You should give us a reasonable opportunity to inspect the issue and, where appropriate, put things right.

We may request photographs, videos or further details to help us understand the issue.

We are not responsible for problems reported after a significant delay where we are unable to reasonably inspect or verify the issue.

15. Liability

We will provide our services with reasonable care and skill.

We are not responsible for:

• pre-existing damage;
• normal wear and tear;
• permanent stains, marks, odours or discolouration;
• damage caused by incorrect information provided by you;
• damage caused by items or surfaces being old, weak, unstable, defective or poorly maintained;
• loss or damage to fragile, valuable or sentimental items that were not removed before work began;
• delays or failure to provide the service due to events outside our reasonable control.

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or your statutory consumer rights.

16. Photos and records

We may take photos or videos of the work area before and after cleaning for quality, evidence, training or record-keeping purposes.

We will not publish photos or videos that identify you, your address or your personal information without your permission.

17. Personal information

We use your personal information to respond to enquiries, provide quotes, arrange bookings, provide cleaning services, contact you about the service, and keep business records.

For more information, please see our Privacy Policy.

18. Changes to these Terms

We may update these Terms & Conditions from time to time. The latest version will be available on our website.

The Terms that apply to your booking will be the Terms in force at the time your booking is accepted, unless we agree otherwise with you.

19. Governing law

These Terms & Conditions are governed by the laws of England and Wales.

If a dispute cannot be resolved between us, it may be dealt with by the courts of England and Wales.