Terms and Conditions

Section 1: Payment Requirements

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1.1 Automatic Payment Method: All customers are required to pay online using our authorized automatic payment methods. We utilize Stripe and GoCardless for secure payment processing.

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1.2 Setup Deadline: To maintain your service schedule, a valid payment method must be registered and active within 14 days of your initial registration/booking.

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1.3 Continuous Billing: By registering, you authorize Enviroclean to automatically process payments for scheduled services the service is ongoing, meaning that the service will not stop automatically once the 6 months has been concluded. It is the customers responsibility to cancel the service once the 6th clean has taken place should they wish to terminate the contract.

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1.4 If a customer has signed up for more than one bin, then both payment and notification emails are processed at the time of cleaning the black bin, the exception rule is when the customer has not signed up for the black bin to be cleaned.

 

Section 2: Cancellation and Skip Policies

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2.1 Cancellation Process: All cancellation requests must be submitted in writing via email. Upon receipt, we will acknowledge the cancellation request. Cancellations cannot be accepted or processed over the phone.

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2.2 Minimum Service Term (New Customers): New customers are committed to a minimum of six (6) cleans within a six-month period.

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• Completion Requirement: Cancellation will not be finalized until the 6th clean has been completed and paid for.

• Unavailable Bins: If a bin is not presented or is empty during this 6-month term, the monthly service fee still applies until the 6-clean requirement is met.

• Premature Termination: To end the contract before the 6th clean, the customer must pay the full balance for all remaining/pending cleans in the 6-month term.

• Consecutive Absence: If a bin is unavailable for more than two (2) consecutive months, all subsequent "non-able" cleans will be charged at the full rate to satisfy the 6-clean minimum contract.

• All cancellations must be given with a minimum of 72 hours notice before their next scheduled bin clean. this is to insure we can terminate the account in time.

• If cancellation is not made on or after the 6th clean, the contract is now a rolling contract until cancelled by the customer by email only.

 

2.3 Account Settlement (Existing Customers): For customers who have already met their 6-clean minimum, any outstanding balance must be paid within seven (7) days of the cancellation date to avoid additional late fees.

 

2.4 Skipping a Clean: We require at least 24 hours' notice via email to skip a scheduled clean. Failure to provide this notice will result in the bin being subject to a full cleaning charge.

 

2.5 Late Cancellation Fee: If a cancellation or skip request is made within 24 hours of the scheduled visit, the customer agrees to pay for the clean if our driver cannot be intercepted in time.

 

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Section 3: Payment Delinquency and Notification

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3.1 Payment Obligations: Upon completion of the registration/booking form (the "E-contract"), customers are prompted to arrange payment. Failure to secure a payment method or settle the initial balance within 30 days will trigger a formal notification email to re-prompt payment.

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3.2 Final Notice Period: If payment remains outstanding for an additional 14 days (44 days total from the initial booking), Enviroclean reserves the right to apply further additional charges to the account.

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3.3 Communication Protocol: Before additional charges are applied, Enviroclean will attempt to contact the customer via:

• Email

• Telephone

• Postal Letter

 

3.4 72-Hour Grace Period: Following our final email notification, the customer has a final 72-hour window to settle the balance. If payment is not received within this timeframe, additional late fees and administrative charges will be applied immediately (as detailed in Section 5: Additional Charges).

 

Section 4: Failed Payments and Bank Disputes

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4.1 Payment Failure Protocol: If a payment attempt fails due to card or account issues, Enviroclean will attempt to contact the customer via the email and phone number provided to request updated payment details. We are not responsible for failed contact if the information provided by the customer is incomplete or incorrect.

 

4.2 Arrears Timeline:

• 30 Days (First Month): If payment is not updated or settled by the first follow-up cleaning cycle (30 days), a second notification will be sent via email, phone, and post.

• 60 Days (Second Month): Payment must be settled by the second cleaning cycle (60 days total). Failure to do so will result in a 72-hour final notice before additional late charges are applied to the account.

 

4.3 Administration Fees for Failed Payments:

• General Failure Fee: A £1.00 administration fee will be applied to the account for each failed transaction to cover the administrative costs of reprocessing and customer notification.

• Dispute Handling Fee: If a payment is disputed through a third party (such as a bank or credit card provider), a £25.00 administration fee will be applied to the account per individual transaction dispute to cover the cost of the investigation and manual account reconciliation.

 

4.4 Unauthorised Payment Cancellation Fee: If a customer cancels their Direct Debit or card authorization without providing the required 72 hour notice via the "Cancellation terms," either before or after the final 6-month term is settled, an automatic £40.00 Administration Fee will be applied to the account.

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• This fee is not a penalty; it is a Liquidated Damages charge to cover the manual administrative labour, credit control, and routing re-adjustments necessitated by the customer's breach of the payment terms.

• Failure to pay this fee alongside the outstanding balance will result in the debt being passed to a third-party collection agency, as per Section 11.

• Cancellation of a Direct Debit or card authorization is not a cancellation of service and will invoke the automatic £40 administration fee as outlined in section 4.4

 

Section 5: Additional Charges and Debt Recovery

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5.1 New Customer Arrears: For new customers, additional charges will accrue from the date the initial payment was due or the date the first clean was completed, whichever is applicable. At this point, the service will be paused until the account is settled.

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5.2 Existing Customer Arrears (The Two-Cycle Rule):

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• First Failure: We allow for two failed payment cycles before an account is frozen. Upon the first failure, the customer will be notified via email and text.

• Second Failure: Upon a second failure, notification will be sent via email, text, phone call, and post. This serves as formal notice that additional charges will incur if payment is not received by the next scheduled cycle.

• Account Freeze: If payment is not received by the third cycle, the account will be frozen. Additional charges will be backdated to the date the account was initially paused.

 

5.3 Late Payment Fees: * Fixed Charge: A late payment fee of £40.00 will be applied to the account once the 72-hour final notice period has expired.

• Interest: Statutory interest will be calculated in accordance with the guidelines provided by the Small Business Commissioner (smallbusinesscommissioner.gov.uk).

 

5.4 Debt Recovery and Legal Costs:

• Third-Party Services: If Enviroclean must engage third-party services to obtain or verify customer "Information Records" for the purpose of debt recovery, these costs will be charged to the customer.

• Small Claims Court: If a claim is escalated to a Small Claims Court, the customer agrees to pay a £150.00 fee to cover loss of earnings and expenses incurred by Enviroclean in the preparation and attendance of the claim.

 

Section 6: Quality Guarantee and Reporting Issues

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6.1 Reporting Window: If you are dissatisfied with the quality of a clean, or if you believe your bin was missed, you must notify Enviroclean within 24 hours of the scheduled service time.

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6.2 Evidence Requirement: To process a complaint or claim, the customer agrees to provide photographic evidence showing both the front and the inside of the bin within the same 24-hour window.

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6.3 Resolution: Upon receipt of a valid and timely report, Enviroclean will, at its discretion, either:

• Arrange a date for a complimentary re-clean, or

• Issue a refund/credit for that specific cleaning cycle.

 

6.4 Voided Claims: Any complaint or report made after the 24-hour window has elapsed will be considered void. No refunds, credits, or re-cleans will be issued for late reports.

 

6.5 False Claims: If a re-clean is requested and carried out, but it is subsequently found that the original service was performed correctly (i.e., the customer was incorrect in claiming the bin was missed), the customer agrees to pay for the additional clean at the standard rate.

 

Section 7: Cleaning Frequency and Property Access

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7.1 Service Frequency: Customers agree to have their wheelie bins cleaned on a monthly basis. While a single missed clean (where the bin is unavailable) will not be charged, frequent unavailability may result in the termination of your service agreement.

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7.2 Access to Bins: If our driver cannot find your bin at the curbside, they are authorized to enter the premises (including back gates or gardens) to locate it.

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• Safety: It is the customer's responsibility to ensure the premises are safe for entry (e.g., no loose dogs or hazardous obstacles).

• Opt-Out: If you do not wish for our staff to enter your property, you must notify us in writing so we can update your account instructions.

 

7.3 Handling Bin Contents: * Bagged Waste: If a bin is only partially empty, the customer agrees that Enviroclean staff may remove the bags, clean the bin, and return the bags inside.

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• Loose Rubbish: We strictly cannot remove or handle loose rubbish. If a bin contains loose waste that prevents cleaning, the service will be skipped and the full fee may apply.

 

7.4 Extended Non-Availability: If a bin is not presented for cleaning for two (2) consecutive months without prior email notification from the customer, a 50% charge of the original service fee will be applied for each subsequent missed cycle to maintain your slot on our route.

 

Section 8: Booking and Address Accuracy

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8.1 Address Matching: To ensure accurate service delivery, your Billing Address must match the Service (Booking) Address unless you explicitly inform us otherwise in writing.

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8.2 Customer Liability for Errors: Enviroclean will carry out the service at the address provided on the booking form. We are not liable for services performed at an incorrect location due to a customer providing the wrong address. If you enter an incorrect address during the booking process, the service fee remains non-refundable.

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8.3 Alternative Addresses: If you wish to use a different billing address from your service address, you must notify Enviroclean in writing via email prior to the first clean to ensure our records are updated correctly.

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Section 9: Service Model and One-Off Cleans

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9.1 Subscription Only: Enviroclean strictly does not offer "one-off" or "ad-hoc" cleaning services. Our business model is a subscription-based service requiring a minimum commitment of six (6) cleans over a six-month period.

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9.2 Customer Oversight: The 6-month minimum term is clearly stated on the booking form. By submitting a booking, you acknowledge this commitment. Enviroclean is not liable for costs or disputes arising from a customer’s failure to read these terms.

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9.3 Statutory Right to Cancel (Cooling-Off Period): In accordance with the Consumer Rights Act, you have a 14-day cooling-off period to cancel your contract from the date of booking.

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9.4 Charges for Services Performed: If you request that your service begins within the 14-day cooling-off period and subsequently choose to cancel before the 14 days are up, the following applies:

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• The "One-Off" Fee: If a clean has already been performed, you agree to pay a flat fee of £29.00 for that individual service.

• Reasoning: This fee covers the higher administrative, labor, and material costs associated with a first-time deep clean, which are normally subsidized by a 6-month commitment.

• Payment: This balance must be settled immediately upon cancellation.

 

Section 10: The E-Contract and Service Commencement

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10.1 Binding Agreement: The Enviroclean booking form constitutes a legally binding E-Contract. By submitting the form, the customer confirms they have read, understood, and agreed to all terms and conditions.

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10.2 Mandatory Commitment: Use of our service requires the customer to submit the booking form the with the "Agree to a minimum of 6 months" checkbox marked as ticked. This confirmation is recorded as part of the digital contract and serves as a formal commitment to the 6-clean minimum term.

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10.3 Service Activation: Upon submission, the customer consents to Enviroclean commencing the cleaning service at the earliest available date. A welcome email containing a payment link will be sent as formal acknowledgement of the contract.

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10.4 Machinery and Property Consent: The customer grants Enviroclean express permission to operate specialized cleaning machinery on or near the property (including private roads, driveways, or communal areas) for the purpose of carrying out the service.

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10.5 Terms Compliance: The customer agrees that continued service is contingent upon full compliance with these terms and conditions, including timely payment and providing safe access to the bins.

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10.6 Service Suspension after Minimum Term: For customers who have completed their initial 6-month term, if a bin is not presented for two (2) consecutive scheduled cleans without prior notification, Enviroclean reserves the right to:

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• Charge the 50% "No Access" fee for those two visits.

• Automatically suspend the service and cancel the payment mandate.

• Invoice for any outstanding balance.

 

Section 11: Post-Cancellation and Data Retention

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11.1 Data Handling: Upon the successful cancellation and settlement of an account, Enviroclean will terminate your active payment data. In accordance with GDPR and for legal protection, we will retain communication history (emails and sent messages) and relevant contact information to be used only in the event of a future dispute.

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11.2 Marketing Opt-Out: Once a contract is terminated, the customer will be removed from all marketing lists to ensure no further promotional contact or spam is received.

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11.3 Debt Recovery Post-Relocation: If a customer relocates while an outstanding balance is owed, Enviroclean reserves the right to engage a Debt Trace Organisation to locate the customer. The cost of this service will be charged directly to the customer as a counter-claim.

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11.4 Legal Disputes and Additional Costs: If a payment dispute involves a third party (such as a bank or the Magistrate’s Court) and it is determined the customer is at fault:

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• Late Payment Administration Fee: A fixed fee of £40.00 will be applied. In accordance with the Consumer Rights Act 2015, this fee represents a liquidated damages charge—a genuine pre-estimate of the administrative costs incurred by Enviroclean for manual payment chasing, account suspension, and restricted cash-flow management.

• Court and Travel Expenses: If the case proceeds to a Small Claims Court, a fee of £150.00 will be charged to cover loss of earnings and travel expenses, as per the Civil Procedure Rules regarding the recovery of fixed costs.

• Statutory Interest: We reserve the right to claim interest at the statutory rate of 8% per annum under Section 69 of the County Courts Act 1984

 

Section 12: Staff Conduct and Reporting

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12.1 Commitment to Service: Enviroclean is committed to providing a professional, respectful, and high-quality service. We hold our drivers and administrative staff to the highest standards of conduct while on your property or communicating with you.

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12.2 Reporting an Issue: We rely on our customers to be our "eyes and ears" on the ground. If you have a complaint regarding the behavior of a staff member, or if there is an operational matter you believe management should be aware of, we take these reports very seriously.

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12.3 Investigation Process: To report an incident or concern, please use the "Staff Report Form" located on our website.

• All reports must be submitted via this formal channel to ensure they are logged and investigated by management.

• We will investigate all valid claims thoroughly and provide a resolution or response where appropriate.

 

12.4 Feedback: We welcome constructive feedback that helps us improve our service delivery and maintain the safety and satisfaction of our customer base.

 

Section 13: Liability and Property Condition

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13.1 Pre-existing Damage: Enviroclean is not liable for damage to bins that are already in a poor, brittle, or degraded condition. High-pressure cleaning can occasionally highlight or slightly exacerbate existing cracks or faulty hinges; by booking our service, the customer accepts this risk for aged equipment.

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13.2 Property Liability: While we take every precaution, Enviroclean is not liable for minor splashing or water residue on driveways or pavements as a result of the cleaning process.

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13.3 Third-Party Damage: We are not responsible for damage to your property (fences, gates, or ornaments) unless it can be proven that our staff acted with gross negligence. Any such claim must be reported with photographic evidence within 24 hours of the service.

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Section 14: Health and Safety

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14.1 Safety Perimeter: For the safety of the public and the customer, we request a clear "working zone" around the vehicle and the bins being cleaned.

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• Children and Pets: The customer must ensure that children and pets are kept away from the cleaning machinery and the rear of the vehicle while the service is in progress.

 

14.2 Trip Hazards: During the cleaning process, hoses and equipment may be temporarily positioned on the ground. Enviroclean is not liable for any injury resulting from individuals walking through the active work zone against the driver's advice or signage.

 

14.3 Chemical Usage: We use industry-standard, biodegradable cleaning agents. While these are eco-friendly, they should not be ingested. Enviroclean is not liable for any reactions caused by the customer or pets touching the bin before the cleaning agents have fully dried/rinsed.

 

Section 15: Force Majeure and Extreme Weather

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15.1 Service Disruptions: Enviroclean reserves the right to suspend or reschedule services due to circumstances beyond our reasonable control. This includes, but is not limited to:

• Extreme weather (heavy snow, gale-force winds, or flooding).

• Sub-zero temperatures where water freezing poses a safety risk or equipment hazard.

• Major road closures or fuel shortages.

 

15.2 Notification: In the event of a weather-related cancellation, we will attempt to notify customers via email or SMS. We will endeavor to reschedule your clean for the next available safe window.

 

15.3 Liability for Weather: Enviroclean is not liable for any "missed clean" claims resulting from extreme weather. Your subscription will simply roll over to the next scheduled visit, or a credit will be applied to your account at our discretion.

 

Section 16: Online Agreement and Document Accessibility

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16.1 Incorporation of Terms: These Terms and Conditions are hosted on a dedicated page of the Enviroclean website and are linked directly from the Booking Form on the Home Page. By ticking the mandatory "I have read and agree to the Terms and Conditions" box on the booking form, the customer acknowledges they have had the opportunity to review this document in full before entering the contract.

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16.2 Digital Footprint: Each submission of the booking form generates a digital timestamp and records the customer's IP address and their affirmative "ticked" consent. This data serves as definitive proof of the customer's agreement to these terms, including the 6-month minimum commitment, in the event of a dispute.

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16.3 Document Updates: Enviroclean reserves the right to update these terms. The version of the terms live on the website at the time of the customer's most recent clean shall be the version that governs the service.

 

Section 17: Legacy Customers, Direct Payments, and Acceptance by Conduct

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17.1 Universal Application: These terms and conditions apply to all customers receiving services from Enviroclean, regardless of when they joined or the method used to book the service.

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17.2 Transition and Direct Payments: For customers who joined prior to the digital booking form ("Legacy Customers"), or those who send payment via the website, bank transfer, or payment link without completing a booking form, the act of sending payment constitutes full legal acceptance of these terms.

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17.3 Acceptance by Conduct: The continued request for, and acceptance of, bin cleaning services—following the publication of these terms or notification of their existence—is deemed as "Acceptance by Conduct." This binds the customer to all sections herein, including the 6-month minimum commitment, payment terms, and late fees.

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17.4 Equality of Terms: All customers, whether they booked via the formal E-contract or via informal/direct payment methods, are held to the same responsibilities and enjoy the same protections. This ensures a fair, consistent, and legally transparent service across our entire customer base.

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17.5 Direct Payment Acceptance: Customers who make a payment via the website, bank transfer, or payment link without first completing the formal booking form are still bound by these Terms and Conditions in their entirety.

17.6 Payment as Consent: The act of sending payment to Enviroclean is recognized as a "Statement of Intent." By making a payment, the customer confirms they are purchasing a subscription service and agree to be bound by the 6-month minimum term and all other clauses herein.

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17.7 Responsibility to Review: It is the customer's responsibility to review the Terms and Conditions linked on the payment page or home page prior to sending funds. Enviroclean is not liable for a customer’s failure to read the terms before making a direct payment.

 

Section 18: Change of Address and Relocation

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18.1 Moving Within Service Area: If a customer relocates to a new address within Enviroclean’s service area, the 6-month minimum commitment remains in effect. The customer is responsible for notifying us of their new address to ensure the service continues uninterrupted.

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18.2 Moving Outside Service Area: If a customer moves to an area where Enviroclean does not operate before the 6-month term is complete, the remaining balance of the 6-month term becomes due immediately as a "Buy-out Fee," unless a new occupant at the original address takes over the existing subscription.

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18.3 Failure to Notify: If a customer moves and fails to notify Enviroclean, and a clean is performed at the original property, the customer remains liable for the payment of that service and any subsequent missed-access fees.

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Section 19: Reputation and False Representation

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19.1 Fair Comment: Enviroclean welcomes honest feedback. However, we reserve the right to legally challenge any public review or statement that contains demonstrably false information or is made as an act of "retaliation" for the enforcement of these Terms and Conditions (e.g., chasing a legitimate debt or enforcing the 6-month minimum term).

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19.2 Breach of Contract Disclosure: If a customer publishes a false or misleading review while in Breach of Contract (e.g., owing an outstanding balance or failing to provide 14 days' notice), Enviroclean reserves the right to:

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• Publicly respond with a factual account of the account status, including the specific sections of these Terms that were breached.

• Issue a formal "Cease and Desist" notice if the review is defamatory and causes financial loss to the business.

• Include any legal costs incurred in removing defamatory material as part of the total debt recovery claim under Section 11.4.

• Cease and Desist Issuance: A fixed fee of £100.00 to cover the administrative labour of formal legal notice preparation under the defamation act 2013

• Reputation Management Fee: £40.00 per hour for time spent communicating with platform providers (e.g., Google/Facebook) to dispute false claims.

• Special Damages: Any proven loss of contract directly resulting from the defamatory statement.

 

19.3 Data Protection (GDPR) Compliance: By posting a public review regarding a specific service dispute, the customer is deemed to have waived their right to privacy regarding the factual details of that dispute. Enviroclean may disclose relevant account facts (dates of service, payment history, and contract terms) in a public response to correct the record

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Section 20: Zero Tolerance Policy (Conduct)

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20.1 Safe Working Environment: Enviroclean is committed to providing a safe and respectful environment for our staff. We believe that our team has the right to work without fear of intimidation, threats, or foul language.

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20.2 Definition of Abuse: "Abusive behavior" includes, but is not limited to:

• Profanity, shouting, or derogatory remarks (in person, over the phone, or via email/social media).

• Threats of physical violence or damage to equipment.

• Harassment or discriminatory language regarding race, religion, gender, or disability.

 

20.3 Immediate Termination: We reserve the right to terminate any service agreement immediately and without notice if a customer or a member of their household displays abusive behavior toward Enviroclean staff.

 

20.4 Liability Upon Termination: If a contract is terminated under Section 21.3:

• The 14-day notice period is waived by Enviroclean.

• Any outstanding balance for the initial 6-month minimum term remains due and payable immediately as a "Termination Fee."

• No refunds will be issued for services already rendered.