Policies & legal information.

PART ONE

Booking & service terms

These terms apply to cleaning requests and services from Britco Cleaning Ltd (“Britco”, “we”, “us” or “our”). By submitting a request, you confirm that the information you give us is accurate and that you are authorised to arrange cleaning at the property.

1. Booking and confirmation

Your online submission is a booking request. Your preferred date and time are requests and are not reserved until we confirm the appointment. A contract is formed when we confirm the service, scope, price and appointment with you. We may ask reasonable questions or arrange a visit before confirming unusual, specialist or commercial work.

2. Prices and estimates

The booking form shows an estimate based on the rooms, condition and extras you select. Please describe the property and work accurately. We will tell you before starting if the information provided is incomplete or if extra work would change the price. We will not carry out chargeable extra work without your agreement. Tailored quotes remain subject to the scope stated in the quote.

3. Payment

No payment is taken when you submit an online request. If Britco confirms a service with you, we will agree the final price and explain any payment arrangements before the appointment. Do not send card details through this website or by message.

4. Access and customer responsibilities

• Provide safe and timely access to the property and accurate parking or access information.
• Provide working water and electricity where the service requires them.
• Secure cash, jewellery, medicines, confidential papers, fragile items and other valuables.
• Tell us about pets, alarms, hazards, delicate surfaces, damaged items and any product allergies before the visit.
• Do not put key-safe codes, alarm codes or payment card information in the online notes. Arrange sensitive access details with us separately.

If we cannot enter or work safely because these responsibilities have not been met, this may be treated as a late cancellation. We will only retain an amount that fairly reflects the work, time and reasonable loss caused.

5. Arrival and the cleaning service

The agreed arrival time is an estimate and can be affected by traffic or earlier appointments. We will let you know about a significant delay when reasonably possible. We provide the service with reasonable care and skill. Cleaning results can vary with age, wear, staining and the condition of surfaces. We cannot promise removal of every permanent stain, mark or defect.

6. Safety and unsuitable work

We may pause, refuse or stop work where there is a health or safety risk, illegal activity, abusive behaviour, infestation, hazardous material, unsafe equipment or a condition outside the agreed service. We will explain the reason and, where reasonable, discuss another arrangement. Charges will be limited to work already completed and reasonable losses caused by a customer-side issue.

7. Problems, damage and complaints

Please inspect the service when reasonably possible and tell us promptly about a problem so we can investigate and, where appropriate, put it right. Reporting within 24 hours helps us investigate, but it does not reduce your legal rights. For alleged damage, keep the item and provide photographs or other reasonable information. Nothing in these terms excludes liability that the law does not allow us to exclude, including liability for death or personal injury caused by negligence, fraud, or your statutory consumer rights.

8. Recurring services

An estimate in the booking form covers the first visit only unless we clearly agree otherwise. Frequency, future prices, payment arrangements and how an ongoing service can be ended will be confirmed separately before recurring visits begin.

9. If Britco changes or cancels

If we cannot provide the confirmed service, we will offer a reasonable alternative date or refund the amount paid for the part we cannot provide. We are not responsible for delay caused by events outside our reasonable control, but we will contact you and take reasonable steps to reduce the effect.

10. Primeford Movers

Moving services shown on our website are booked and quoted separately by Primeford Movers. Expressing interest does not book a moving service or add it to your cleaning price. We will ask before sharing your details for a moving quote.

11. Law and changes

The terms shown when you book apply to that booking. We may update these terms for future bookings. English law applies and the courts of England and Wales have jurisdiction, without taking away any mandatory rights you have to use the courts where you live.

CHANGES OF PLAN

Rescheduling and cancellation

Rescheduling

These change and cancellation arrangements apply only after Britco has confirmed an appointment. Contact us at least 48 hours before that appointment if you want to reschedule. We will move the booking to an available date without a rescheduling charge. With less than 48 hours’ notice, we may charge an amount that reasonably reflects direct costs and losses caused by the late change. We will take reasonable steps to reduce that loss.

Customer cancellation

Contact us at least 72 hours before a confirmed appointment to cancel. If you have already paid an agreed amount, we will refund payments for services not supplied, subject to the 14-day cancellation rules below where work has begun at your express request. With less than 72 hours’ notice, we may retain only an amount that reasonably reflects direct costs and losses caused by the cancellation. We will take reasonable steps to fill the appointment and refund any amount that is not needed to cover those losses.

To change or cancel, message us on WhatsApp or email info@britcocleaning.com. Include your name, booking reference, property postcode, appointment date and the change you need. A cancellation is effective when we receive it.

ONLINE & DISTANCE BOOKINGS

Your 14-day cancellation right

If you are a consumer and the contract is agreed online, by telephone or away from our business premises, you will normally have 14 days from the day after the contract is made to cancel without giving a reason.

If you ask us to start the service during that 14-day period, you expressly request early performance. If you then cancel after work has begun, we may charge a proportionate amount for the service supplied up to cancellation. If the service is fully completed during the 14-day period after your express request and acknowledgement, the cancellation right may be lost. These rights are separate from our 48-hour and 72-hour booking policies and do not affect your statutory rights where a service is faulty or not provided with reasonable care and skill.

PART TWO

Privacy notice

Britco Cleaning Ltd is the controller of personal information collected through this website and in connection with your booking. Contact us at info@britcocleaning.com.

Information we collect

We may collect your name, email address, telephone number, service and property details, postcode and address, access and parking information, preferred appointment, messages, request history, later payment status, communications and technical security information. This website does not collect card information.

Why we use it

• To review your request, prepare a quote, contact you, arrange and provide a service, and manage changes or complaints — because this is necessary to take steps at your request and perform any later contract.
• To keep accounting, tax and business records and respond to lawful requests — because we must meet legal obligations.
• To prevent fraud, secure the website, improve our service and manage or defend legal claims — for our legitimate interests where those interests do not override your rights.
• To send optional marketing or pass an enquiry to Primeford Movers — only where we have an appropriate consent or another lawful basis, and with an easy way to opt out.

Who receives information

We share only what is reasonably needed with cleaners or contractors assigned to confirmed work, website and booking-system providers, accountants, insurers, professional advisers and public authorities where required by law. If payment is arranged after confirmation, relevant payment providers may process payment information. We may share information with Primeford Movers only when you ask for a separate moving quote or otherwise authorise it. We do not sell personal information.

International transfers

Some technology providers may process information outside the United Kingdom. Where this happens, we use an appropriate UK transfer mechanism or rely on another lawful safeguard.

How long we keep it

• Incomplete enquiries: normally up to 12 months.
• Request, confirmed-service, payment and accounting records: normally six years after the relevant financial period or transaction.
• Complaints and legal records: for as long as reasonably needed to resolve or defend the matter.
• Marketing preferences: until you withdraw consent or object, with a minimal suppression record where needed.
• Security logs: only for as long as reasonably needed for security and fraud prevention.

Your rights

Depending on the circumstances, you can ask for access to your information, correction, deletion, restriction, portability, or object to certain uses. You can withdraw consent at any time where we rely on consent. Contact us using the email above. You can also complain to the Information Commissioner’s Office at ico.org.uk.

Security

We use reasonable organisational and technical measures to protect personal information. Please do not enter card details, alarm codes, key-safe codes, health information or other sensitive information in free-text booking fields.

PART THREE

Cookies & external services

Strictly necessary storage supports the request form, security and abuse prevention. Google Analytics is used only after you allow analytics. If you separately allow partner attribution, we may pass a broad paid-ad source label and campaign label to Primeford Movers when you follow a moving link, so the two businesses can understand referrals. We never pass Google or Meta click IDs, session tokens or personal details in those links. You can change your optional choices using the privacy settings control.

This website does not include a payment checkout. Links to WhatsApp and Primeford Movers open external services governed by their own privacy and cookie information. You can remove or block cookies in your browser, although blocking essential storage may stop parts of the request form from working.