CONSUMER AND BUSINESS BOOKING / PAYMENT / CANCELLATION / REFUND TERMS
Effective date: 4 April 2026
IMPORTANT
These terms are designed for website, remote, phone, email and similar bookings or payments.
They are split between consumer customers and business customers.
These terms should be read alongside the website Privacy Policy, Terms of Use and Cookie Policy.
Company details
Surrey Maintenance & Cleaning Limited
Registered in England and Wales
Company number: 16589021
Registered office: 3 Cocklebarrow Farm Cocklebarrow, Aldsworth, Cheltenham, England, GL54 3PU
Email: oliver@surreymaintenance.co.uk
Telephone: 078 5931 6564
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1. CONSUMER BOOKING, PAYMENT, CANCELLATION AND REFUND TERMS
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Consumer Booking, Payment, Cancellation and Refund Terms
These terms apply where the customer is acting for purposes mainly outside their trade, business, craft or profession.
1. Services covered
These terms apply to consumer bookings, quotations, deposits, call-out fees, scheduled works, cleaning services, maintenance works, reactive works, planned works and any related payments made to Surrey Maintenance & Cleaning Limited.
2. Booking and acceptance
A booking request, enquiry or payment does not automatically create a binding contract.
A contract is formed when Surrey Maintenance & Cleaning Limited confirms the booking, accepts the work, or begins supplying the agreed services.
3. Quotes and pricing
Any quotation or estimate is based on the information available at the time.
If the scope changes, access is restricted, additional works are required, hidden defects are discovered, or the condition of the property is materially different from that expected, Surrey Maintenance & Cleaning Limited may revise the price and scope.
4. Deposits and call-out fees
We may require a booking deposit, advance payment, call-out fee, part payment or full payment before attending or carrying out the works.
Booking deposits reserve time in our schedule and may also cover administration, planning, travel, attendance allocation and pre-start costs.
Call-out fees are payable for attendance, inspection, diagnostic visits, surveys, urgent response or similar attendance-based services.
Where the law requires, any consumer refund or retention of sums paid will be assessed fairly and reasonably by reference to actual loss, costs incurred and work already carried out.
5. Cooling-off rights for consumers
If you book with us online, by phone, by email, at home, or otherwise in a way that creates a distance contract or off-premises contract, you may have a legal right to cancel within 14 days from the date the contract is entered into.
If you ask us to begin the services during that 14-day cancellation period, you expressly agree that:
we may begin work before the cancellation period ends;
you must pay for services supplied up to the point of cancellation;
if the services are fully performed within the 14-day cancellation period after your express request, you may lose the right to cancel.
Where required, Surrey Maintenance & Cleaning Limited should obtain a clear request from the customer for work to start within the 14-day period. This should be built into the booking or payment process.
6. Consumer cancellation before work starts
If you cancel more than 72 hours before the booked attendance or start date:
we will usually refund sums paid, less any genuine costs already incurred, including administration, materials, surveys, special orders, third-party charges or other non-recoverable costs.
If you cancel between 24 and 72 hours before the booked attendance or start date:
we may retain the booking deposit and recover any materials or other costs already incurred.
If you cancel less than 24 hours before the booked attendance or start date:
we may retain the booking deposit and charge for costs reasonably incurred, including allocated labour, travel, administration, third-party charges, wasted attendance time and materials already ordered or purchased.
Any deduction or charge to a consumer customer must be fair, proportionate and no more than reasonably necessary to cover losses caused by the cancellation.
7. Consumer cancellation after work has started
If you cancel after work has started, you must pay for:
all work carried out up to the date of cancellation,
time reasonably spent attending, preparing or travelling in connection with the job,
materials ordered, purchased, delivered, used or committed for the works,
wasted labour or attendance costs,
any third-party or disposal costs already incurred.
8. Special-order materials
If materials, parts, plant, access equipment, specialist items or other goods are specially ordered, reserved or committed for your job, you remain responsible for those costs if you cancel, to the extent those costs cannot reasonably be avoided or recovered.
9. Our cancellation or rescheduling
If Surrey Maintenance & Cleaning Limited cancels and cannot rebook the service within a reasonable period, we will refund any deposit or advance payment relating to the cancelled attendance, less only any part of the service already properly supplied where legally permitted.
We may need to reschedule because of weather, access issues, safety issues, supplier delays, illness, emergency response work, force majeure or other matters outside our reasonable control.
10. Access and customer responsibilities
You must provide safe and timely access to the property and the relevant work areas.
You must ensure that utilities, permissions, parking access and any necessary approvals are available where required.
If we cannot proceed because access is unavailable, unsafe or materially different from what was represented, we may treat the visit as a late cancellation or aborted attendance and charge reasonably for the loss caused.
11. Recurring or scheduled maintenance services
Where a consumer signs up for programmed, periodic or scheduled maintenance services, the specific service plan, frequency, notice period, pricing and cancellation terms will be set out in the service agreement or proposal.
Unless otherwise agreed in writing, either party may end a recurring service arrangement on reasonable written notice, but the customer remains liable for:
all services already supplied,
visits already booked within the notice period,
materials, third-party costs or commitments already incurred.
11A. Subscription and auto-renewal note
If Surrey Maintenance & Cleaning Limited introduces auto-renewing consumer subscription arrangements, the website and checkout should be reviewed again before launch so that reminder, renewal and cooling-off wording properly reflects the current subscription rules.
12. Refund timing
Where a refund is due, we will aim to process it within a reasonable time and, where applicable by law, within the required legal timeframe, using the original payment method where practicable.
13. Complaints
If you have a complaint, contact:
oliver@surreymaintenance.co.uk
14. Consumer rights
Nothing in these terms affects your statutory rights under applicable consumer law.
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2. BUSINESS CUSTOMER PAYMENT TERMS
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Business Customer Payment Terms
These terms apply where the customer is acting wholly or mainly for purposes relating to their trade, business, craft or profession, including landlords, agents, managing agents, blocks, companies, partnerships, charities, housing providers and similar organisations.
1. Services covered
These terms apply to business bookings, quotations, deposits, call-out fees, scheduled works, cleaning services, maintenance works, reactive works, planned works, recurring services and any related payments made to Surrey Maintenance & Cleaning Limited.
2. Contract formation
A contract is formed when Surrey Maintenance & Cleaning Limited confirms the instruction, accepts the booking, issues a work order acceptance, or begins the services.
3. Deposits, advance payments and call-out fees
We may require a deposit, full or part payment in advance, or a call-out fee before attending or carrying out the services.
Unless otherwise agreed in writing, booking deposits and call-out fees for business customers are non-refundable.
This reflects reserved capacity, administration, planning, allocation of labour and loss of opportunity to accept other work.
4. Payment terms
Unless otherwise agreed in writing, all invoices are due on receipt.
We may suspend or refuse further work where sums are overdue.
Interest and compensation may be charged on late payments in accordance with the Late Payment of Commercial Debts legislation where applicable.
5. Cancellation by business customers
If a business customer cancels after booking, Surrey Maintenance & Cleaning Limited may retain any deposit and charge for:
work done up to cancellation,
materials ordered, purchased or committed,
third-party costs,
allocated labour,
travel,
wasted attendance,
administration,
losses directly caused by the cancellation.
If cancellation takes place less than 72 hours before attendance or start date, we may charge the full booked attendance cost or retain the deposit and invoice the balance of our reasonably incurred losses.
6. Cancellation after work has started
If a business customer cancels after work has started, all work completed up to cancellation, all materials, all attendance time, and all losses or costs reasonably incurred in connection with the instruction become immediately payable.
7. Special-order materials and committed costs
Business customers are liable for all special-order materials, plant hire, scaffold, access equipment, waste arrangements, subcontractor charges or other committed costs made for the job, whether or not those items have been delivered or used at the time of cancellation.
8. Recurring and scheduled maintenance services
Where services are supplied on a recurring or programmed basis, the agreed service plan, frequency, price review mechanism, notice period and scope will be set out in the relevant proposal, quotation, service schedule or account terms.
Unless otherwise agreed, either party may terminate a recurring business service arrangement by giving at least 30 days' written notice, but the customer remains liable for:
all work already supplied,
all visits booked during the notice period,
all committed materials and third-party costs,
any outstanding invoices.
9. Our right to reschedule or suspend
We may reschedule, suspend or delay services where necessary because of weather, access restrictions, unsafe conditions, labour availability, emergency response work, supply issues, non-payment, force majeure or other matters outside our reasonable control.
10. Site conditions and access
The customer is responsible for providing accurate information, safe access, relevant permissions, suitable working conditions, and any required cooperation from occupiers, tenants, agents or third parties.
Abortive visits, delayed starts, restricted access or inaccurate instructions may be charged.
11. Limitation
Nothing in these terms limits liability where it cannot legally be limited.
Subject to that, Surrey Maintenance & Cleaning Limited will not be liable for indirect or consequential loss, loss of profit, loss of opportunity or business interruption unless specifically agreed in writing.
12. Complaints
Business complaints should be sent to:
oliver@surreymaintenance.co.uk
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3. WEBSITE CHECKBOX / PAYMENT PAGE WORDING
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Consumer booking checkbox wording
I request Surrey Maintenance & Cleaning Limited to begin the services within 14 days if an earlier appointment is available. I understand that if I cancel after work has started, I must pay for services supplied up to cancellation, and if the services are fully completed within the 14-day cancellation period, I may lose my right to cancel.
Business booking checkbox wording
I confirm that I am booking on behalf of a business customer and agree to the Business Customer Payment Terms, including deposit, cancellation and payment provisions.
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4. SHORT WEBSITE CANCELLATION / REFUND PAGE VERSION
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Cancellation and Refunds
Consumer customers may have a 14-day legal cooling-off right for distance or off-premises service contracts, subject to the rules on services started during that period.
For consumer customers:
more than 72 hours' notice - refund usually available less genuine costs already incurred,
24 to 72 hours - deposit may be retained and costs incurred may still be payable,
less than 24 hours - deposit may be retained and further reasonable cancellation costs may apply,
after work starts - work done, materials and wasted attendance costs remain payable.
For business customers:
deposits and call-out fees are generally non-refundable,
cancellation charges may apply,
materials, labour, attendance and committed costs remain payable.
If we cancel and cannot rebook within a reasonable period, we will refund the relevant deposit or advance payment, subject to any service already properly supplied.
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5. AOTC IMPLEMENTATION NOTES
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AOTC should add the following to the website or payment flow:
1. Link these terms from:
footer,
contact page,
quote acceptance page,
payment page,
booking confirmation page.
2. Add a separate unticked checkbox for consumer customers requesting work to start within 14 days.
3. Add a separate unticked checkbox confirming acceptance of the relevant terms.
4. If there are recurring consumer plans or subscriptions with auto-renewal, review before launch because the wording may need updating depending on the final subscription structure and current law.
5. If deposits are taken through Monzo payment links or bank transfer after remote booking, the booking email or payment message should attach or link these terms.
6. If Surrey Maintenance & Cleaning Limited wants stronger protection job by job, these website terms should be backed up by quotation terms on the quote itself.
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6. FOOTER ADD-ON
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Footer add-on
Consumer Booking / Cancellation / Refund Terms
Business Customer Payment Terms