Terms and Conditions

Terms & Conditions

This website is owned and operated by Freshnex Limited.  All contents including text, design, graphic and the information provided on this site are the copyright of Freshnex Limited and all rights are therefore reserved.


1.1 In these Terms of Business the following definitions apply:

“The Company” or “We” – means Freshnex Limited.“Technician” means the individual (or sub-contractor) carrying out cleaning services on behalf of the Company.
“Client” 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.
“Services” means the cleaning work carried out by the Company’s operatives.
“Appointment” means the visit made by Freshnex Limited staff member/s to the Client’s home or business address by the technician in order to carry out the Service.

1.2 Unless the context necessitates otherwise, reference to a singular person include the plural and references to the masculine include the feminine and vice versa.

1.3 The headings contained in these Terms are for convenience only and do not affect their interpretation.


2.1 These Terms and Conditions constitute a contractual legal agreement between the Company and the Client.

2.2 The Client 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 means constitutes acceptance by the Client of these Terms and Conditions.

2.3 Unless it has been confirmed in writing by a director 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 it is has been confirmed in writing by the owner of the Company.


3.1 The Company reserves the right to amend the initial quotation provided by its representative, should the client’s originally stated requirements change.

3.2 The Client understands that additional Parking and Congestion charges may apply to the job fee if the technician attending the appointment incurs such charges.

3.3 All cleaning orders are subject to a £60 minimum charge. Our minimum charge may go up depending on your circumstances and does not include additional charges /congestion charge, parking charges/.

3.4 If the Company operatives need to collect keys from a third party’s address £12.00 charge may be added to the price of the service.


4.1 Payment can be made by Bank transfer before starting the cleaning process or Cash upon completion of the job.

4.2 For commercial customers payment is requested within 10 days of invoice. If payment is not made within this period, the customer will be passed to solicitor and legal actions will be taken.

4.3 Customers should understand that any 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 include Debt Collection Agency Fees, Legal Costs, Court Fees and other reasonable costs.


5.1 Refunds will be issued only if the client has cancelled a cleaning visit more than the permitted period (48 hours) prior to the commencement of the work and where payment has been already taken by the Company.

5.2 Refund will be issued if for any reason a technician fails to attend a cleaning visit for which payment for which has been already collected by the Company.

5.3 Refunds will be issued only after the Company has been permitted to rectify any problems or perceived deficiency in the service it has provided.


6.1 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 Client arising from or any way connected with a late arrival of a technician at the Client’s address. The Company endeavours to arrive promptly and within a clearly stated and agreed timeframe for all booked work, but transportation problems, road conditions, breakdown of our equipment or vehicle issues are beyond our operatives’ control and sometimes results in delays. These unforeseen delays can sometimes necessitate re-scheduling.

6.2 We reserves the right to be deemed not responsible for incomplete cleaning services due to the following occurrences: lack of water or power, a third party entering or present at the customer’s premises during the cleaning process; wear or discolouring of fabric becoming more visible once dirt has been removed; failure to remove old/permanent stains or odours that cannot be removed using standard carpet cleaning methods; existing damage or spillage that cannot be cleaned/removed completely.

6.3 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 Client arising from or any way connected with the Company carrying out services for the Client.

6.4 We can not be held liable for cellulosic browning which is caused by age deteriorating carpets, rugs, fabrics and upholstery.

6.5 The Company shall not be held liable for shrinkage in curtains when a ‘recommended cleaning label’ is not present. If the curtain’s have not be pre-shrunk by the original manufacturers’ we can’t be held liable.


6.6 We may record all incoming and outgoing phone conversations for quality control, record keeping and in case of referrals which made arise from subsequent inquiries or investigations.

6.7 Any household items or furniture moved by our technicians is at the clients risk and the company does not accept any liability for any loss or damages.

6.8 The Company is not liable for any damages caused by faulty products/equipment provided by the customer.

6.9 We shall not be responsible for any damage caused as a result of the Client placing furniture on a carpet which has not completely dried.

6.10 The Company is not liable for shrinkage of carpets as a result of poor fitting.

6.11 We cannot be accused of cleaning items or areas which were not mentioned during the process of making the booking


7.1 The Company holds Public and Employers Liability Insurance policy. This policy covers claims caused by the owner and those directly employed by the Company.

7.2 The Company uses the services of partner companies and sub-contractors. In cases of a customer’s claim where it is the partner company or the sub-contractor that delivers the service, the subcontractor will appoint their own insurance company to settle the claim.

7.3 The Company has no liability in the event of a customer claim against a partner company or a sub-contractor if the settlement is not what the customer wants or if the claim is void or cancelled.

7.4 The Company reserves the right to refuse to share any of the confidential insurance company’s details and documents which include any details and documents relating to a partner company or sub-contractor.

7.5 Any attempt to commit insurance fraud or any use of false information to commit any type of fraud will be prosecuted to the fullest extent of the law together by the company and the insurance Provider(s). Monetary compensation as well as legal fees may.


8.1 All Client complaints about the Company’s services must be received in writing by email.

8.2 In the event of the Client being dissatisfied with the service provided, the Company asks that the Client gives notification as soon as the problem becomes apparent by calling 020 3128 7478 . We request that Clients do not wait until the job is complete before raising concerns.

8.3 The Client accepts and understands that poor or deficient standards of service or alleged damage or theft must be reported within 24 hours of their occurrence. Failure to do so within this timeframe will dis-entitle the Client to refunds as the Company will not consider any complaints which are notified once 24 hours has passed since completion of the work.


9.1 The Company will impose a £30.00 cancellation/lockout fee for the cancellation or rescheduling of a booked visit where less than 48 working hours’ notice (working days Monday to Friday) is given for non-contract Clients. The same fee will apply if the technician is unable to gain access to the Client’s home or place of business, through no fault of the Company.

9.2 The contracted Client agrees to pay £30.00 if – a) the Client cancels the service or amends its required date/time less than 48 hours prior to the scheduled appointment; – b) the Client fails to provide access to the site of work thus preventing the Company from executing it.

9.3 The Company will do its best to accommodate changes in dates and times of booked work, but requires a minimum of 48 hours’ notice of the requested change. Please note that it is not possible for the Company to guarantee that an individual technician will be available on the new day and at the time the Client requires. All appointments are amended subject to the Company’s existing work schedule.

9.4 The Client agrees that should a cleaning service be cancelled, he/she will not subsequently hire or use any technician introduced to him/her by the Company. If the Client does wish to hire or use the company’s staff in a private capacity then he/she must pay the Company a referral fee of £800.00 (eight hundred British pounds).

When booking Freshnex Limited/ Freshnex Cleaning services by telephone, e-mail, via the Company website or other electronic means, the customer agrees to be bound by the Company’s terms and conditions stated above. The Company reserves the right to make amends to any part of these terms and conditions without prior notice. 

These Terms are governed by the laws of England and Wales, and are subject to the exclusive jurisdiction of the Courts of England, and Wales.


We are experts in commercial and residential carpet cleaning in London

"It's very hard to find a job you like, but when you find it, it's not a job any more, it's hoby and like every hoby you give your passion and soul to make it real deal. We make what we love !"


"We always listen, when you talk and we take a note after every customer comment."

"an amazing results from amazing staff, thank you for cleaning my apartment"
Alisha S
"well done people, the sofa and chairs look like new, bedroom is perfect, 5 stars from me.
Keith E