EcoClean Services Ltd – Bin Cleaning Terms and Conditions

1. Introduction

EcoClean Services Ltd (“we,” “us,” or “our”) provides professional and eco-friendly bin cleaning services. By engaging our services, you (“the customer,” “you,” or “your”) agree to these Terms and Conditions, which outline the responsibilities of both parties.

By accepting these terms, you also agree that EcoClean Services Ltd may contact you via telephone, email, SMS, or post regarding your service.

2. Services Offered

We offer the following services:

• One-Time Clean: £12 per bin
• 4-Weekly Service: £6 per bin
• 4-Weekly Service for Food Caddies & Recycling Boxes: £3 each
• New Customer Promotion: £24 for the first three washes, including a deep clean on the initial visit
• Food Caddies & Recycling Boxes Promotion: £12 for the first three washes, including a deep clean on the initial visit
Note: Prices include VAT and are subject to change. Any updates will be communicated via email or published on our website.

3. Service Access & Bin Requirements

To ensure efficient service delivery:

• Accessibility: Bins must be placed curbside and accessible by 7:00 AM on the scheduled cleaning day. If you have an assisted collection, please inform us so we can collect and return bins to their storage location.
• Rear Access: You permit EcoClean operatives to access bin store areas or the rear of your property solely for the purpose of cleaning your bins.
• Bin Contents: Bins must not contain:
o Excessive oils (cooking or motor)
o Wet paint, adhesives, or chemicals
o Unbagged animal waste or faeces
o Hazardous or medical waste
o Building materials (e.g., plaster, concrete, wood)
If a bin is deemed unsafe or unsuitable for cleaning, the service may be skipped, and a call-out fee may apply.

4. CCTV & Privacy

You agree that EcoClean may record CCTV footage of operatives working outside your property for safety, training, and service verification purposes.

5. Payment Terms

• Accepted Methods: Credit/debit card, direct debit, bank transfer, or cash (where applicable).
• Recurring Billing: Automatic billing applies to recurring services.
• Failed Payments: We will notify you of failed payments. Services may be paused until payment is resolved.

6. Missed Services, Rescheduling & Cancellations

• Rescheduling: Notify us at least 24 hours in advance to avoid a missed service fee of £2.
• Missed Access: If bins are inaccessible or not emptied, a missed service fee of £2 may apply.
• Cancellations:
o You may cancel at any time with 24 hours’ notice.
o Outstanding balances must be cleared before cancellation is processed.
o We reserve the right to cancel service if terms are violated or abuse is reported.

7. Service Limitations

While we aim for high-quality results, some stains (e.g., chemical residues, permanent dyes) may not be fully removable. Paint, stickers, or markings may be washed off during cleaning. We are not liable for such wear.

8. Liability

We are fully insured. However, we are not liable for:

• Pre-existing damage to bins
• Damage due to improper bin use or maintenance
• Delays or failures caused by weather, road closures, or other events beyond our control
• Washed-off markings or stickers

9. Service Continuity & Transfers

• The service continues until cancelled by the account holder.
• If you move within our service area, notify us at least 5 working days in advance to transfer your service.
• Missed cleans due to insufficient notice may still be charged.

10. Conduct & Complaints

• Our staff must be treated respectfully. Abuse (verbal or physical) will result in service termination and applicable charges.
• Valid complaints will be resolved with a complimentary clean.
• If your council changes refuse collection schedules, please inform us to avoid missed cleans.

11. Refund Policy

EcoClean Services Ltd is committed to providing high-quality bin cleaning services. If you are not satisfied with our service, we will work with you to resolve the issue fairly and promptly.

Eligibility for Refunds: Refunds may be issued under the following circumstances:

• Service Not Delivered: If we fail to provide the scheduled cleaning service due to our own operational error and cannot reschedule within 5 working days.
• Unsatisfactory Service: If the service provided is not as described or does not meet reasonable expectations, and a complaint is raised within 48 hours of the service.
• Duplicate Payments: If you are charged more than once for the same service.
Non-Refundable Circumstances:

• Bins are inaccessible or not emptied due to customer oversight.
• Bins contain prohibited or hazardous materials that prevent cleaning.
• The customer fails to notify us of changes to bin collection schedules or location.
• The customer cancels without providing the required notice (minimum 24 hours).
• The customer has rotated bins outside of the agreed service plan.
Refund Process:

• Refund requests must be submitted in writing via email to info@ecocleanonline.co.uk within 7 days of the service date.
• We aim to process approved refunds within 14 days of receiving the request.
• Refunds will be issued to the original payment method unless otherwise agreed.
Alternative Remedies: In some cases, we may offer a complimentary clean or rescheduled service as an alternative to a refund, subject to customer agreement.

12. Late Payment Policy

In accordance with the Late Payment of Commercial Debts (Interest) Act 1998, EcoClean Services Ltd reserves the right to charge interest and claim compensation on overdue invoices.

When a Payment is Considered Late: Unless otherwise agreed in writing:

• Payment is considered late 30 days after:
o The date the invoice is issued, or
o The date the service is provided (whichever is later).
Interest on Late Payments:

• Statutory interest will be charged at 8% above the Bank of England base rate for business-to-business transactions.
• Interest will accrue daily from the due date until the invoice is paid in full.
Debt Recovery Costs:

If our reasonable recovery costs exceed these fixed amounts, we may also claim additional compensation.

Enforcement: If payment remains outstanding after 60 days, we reserve the right to:

• Suspend services until the account is settled.
• Refer the debt to a collection agency or pursue legal action.

13. Amendments

We may update these terms at any time. Changes will be posted on our website and/or sent via email. Continued use of our services constitutes acceptance of the updated terms.

14. Contact Us

For questions or support:

• Phone: 0800 987 5500 or 01376 503555
• Email: info@ecocleanonline.co.uk
• Website: www.ecocleanonline.co.uk