UK Customer Terms of Service 

These Customer Terms of Service govern your agreement with Zerorez UK LLC LTD ("Company") for Services as defined below. When booking Company Services by telephone, e-mail, via the Company website or other electronic or in-person means, the Customer agrees to be bound by these Terms of Service. Company reserves the right to update its Terms of Service without prior notice.

  1. DEFINITIONS
    • 1.1. In these Terms of Business the following definitions apply:
      • 1.1.1. "The Company" means Zerorez UK LLC LTD with the company number 13450643.
      • 1.1.2. "Technician" means the individual or sub-contractor carrying out Services on behalf of the Company.
      • 1.1.3. "Customer" means the person, company or corporate body together with any subsidiary or associated company as defined by the Company Act 1985 to whom Services are supplied by the Company.
      • 1.1.4. "Services" means the work carried out by the Company's Technician(s). 1.1.5. "Appointment" means the visit made by Company staff member/s to the Customer's home or business address by the technician in order to carry out the Service.
    • 1.2. The headings contained in these Terms are for convenience only and do not affect their interpretation.
  2. CONTRACT
    • 2.1. These Terms and Conditions constitute a contractual legal agreement between the Company and the Client.
    • 2.2. The Customer agrees that any use of the Company's Services, including placing an order for Services by telephone, email, via the company website or by other electronic or in-person means constitutes acceptance by the Customer of these Terms and Conditions.
    • 2.3. Unless it has been confirmed in writing by a director or executive of the Company, the Terms and Conditions given here are to prevail over any other terms of business or conditions of purchase proposed by the Client.
    • 2.4. No variation or alteration of these Terms and Conditions shall be accepted as valid unless been confirmed in writing by a director or executive of the Company.
  3. RIGHT OF WITHDRAWAL
    • 3.1. Unless any applicable exception is mentioned below, Users who are European Consumers are granted a statutory withdrawal right under EU rules, to withdraw from contracts entered into online (distance contracts) within the specified period applicable to their case, for any reason and without justification.
    • 3.2. To exercise their right of withdrawal, Users must send to the Owner an unequivocal statement of their intention to withdraw from the contract. To this end, Users may use the model withdrawal form available from within the "definitions" section of this document. Users are, however, free to express their intention to withdraw from the contract by making an unequivocal statement in any other suitable way. In order to meet the deadline within which they can exercise such right, Users must send the withdrawal notice before the withdrawal period expires, which for the purchase of a service is 14 days after the date upon which the contract is entered into, unless the User has waived the withdrawal right.
    • 3.3. Users who correctly withdraw from a contract will be reimbursed by the Company for all payments made to the Company, if any. Such reimbursement shall be made without undue delay and, in any event, no later than 14 days from the day on which the Company is informed of the User's decision to withdraw from the contract. Unless otherwise agreed with the User, reimbursements will be made using the same means of payment as used to process the initial transaction. In any event, the User shall not incur any costs or fees as a result of such reimbursement.
    • 3.4. Where a User exercises the right of withdrawal after having requested that the service be performed before the withdrawal period expires, the User shall pay to the Company an amount which is in proportion to the part of service provided. Such payment shall be calculated based on the fee contractually agreed upon, and be proportional to the part of service provided until the time the User withdraws, compared with the full coverage of the contract.
  4. SERVICES
    • 4.1. The Company reserves the right to amend the initial quotation for Services provided by its representatives, should the Customer's originally stated requirements for Services change.
    • 4.2. Pet stains require advanced products and applications that are not part of the standard cleaning. This is an optional Service that will be estimated on-site by the Technician.
    • 4.3. Customer's booking of a requested time window is not a guaranteed time of Technician arrival. The Company strives to accommodate customers' requests but cannot guarantee specific appointment times.
    • 4.4. Company Technicians cannot move furniture. Customer must contact Company prior to any scheduled appointment if they have questions about moving furniture.
    • 4.5. Customer shall be responsible to pay for all contracted Services and related fees.
  5. PAYMENT
    • 5.1. Information provided online regarding the cost of Services is an estimate and is subject to change once the Technician has arrived.
    • 5.2. Information related to accepted payment methods is made available during the Service process. Some payment methods may only be available subject to additional conditions or fees.
    • 5.3. If a payment fails or is refused, the Company reserves the right to claim any related expenses or damages from the Customer.
    • 5.4. Late payments may be subject to additional charges if the Company incurs such charges in the event of being required to take legal action to collect late payment for its Services. These charges may include debt collection agency fees, legal costs, court fees and other reasonable costs.
  6. REFUNDS
    • 6.1. Refunds will be issued only after the Company has been permitted to rectify any problems or perceived deficiency in the Service it has provided.
  7. LIABILITY
    • 7.1. The Company shall not be liable under any circumstances for any loss, damage, delay, additional costs or compensation charge (whether direct, indirect or consequential) suffered or incurred by the Customer arising from or any way connected with:
      • 7.1.1. a late arrival of a Technician or failure of Technician to arrive at the Customer's address;
      • 7.1.2. lack of hot water or power;
      • 7.1.3. a third party entering or present at the Customer's premises during the Service;
      • 7.1.4. wear or discolouring of materials becoming more visible once cleaned, and/or failure to remove old or permanent stains or odours that cannot be removed using standard methods;
      • 7.1.5. existing damage or spillage that cannot be cleaned/removed completely;
      • 7.1.6. inability to access the premises or area in which Services are to be provided.
    • 7.2. The Company shall not be liable under any circumstances for loss, damages, delay, costs or compensation (whether direct, indirect or consequential) which may be incurred by the Customer arising from or any way connected with the Company carrying out Services for the Customert.
  8. INSURANCE AND CLAIMS
    • 8.1. The Company retains liability insurance coverage. This coverage applies to claims brought against the Company and its employees.
    • 8.2. The Company may use the Services of subcontractors. In the event that a Customer brings a claim for Services provided by a subcontractor, the subcontractor shall be responsible to appoint their own insurance company to settle the claim.
  9. COMPLAINTS
    • 9.1. All Customer complaints about the Company's Services must be received in writing by email at customerserviceuk@zerorez.com. Customers must include all relevant details and documentation of any complaint, including photographs of any alleged issues.
    • 9.2. Clients must report any complaint within thirty (30) days of Service to be eligible for a re-cleaning Service at no charge.
  10. PRIVACY
    • 10.1. To learn more about the use of their personal data, Customers may refer to the Privacy Policy of this website.
  11. CHOICE OF LAW
    • 11.1. These Terms of Service are governed by the laws of England and Wales, and are subject to the exclusive jurisdiction of the Courts of England and Wales.