Terms & Conditions
Services are provided to customers by a network of locally owned and operated businesses licensed to use the Bright & Beautiful name. In these terms and conditions, the definition Bright & Beautiful (“Bright & Beautiful)“) refers to the limited company or individual Bright & Beautiful services in your area. That company or individual can be identified from either the confirmation of order email you receive after placing an order via the Website (as defined below) or on the Quote (also defined below).
1. Understanding these Terms and Conditions (“T&Cs”)
1.1 These T&Cs set out the terms on which we agree to provide either a single supply or ongoing regular cleaning and housekeeping services and other related and ancillary services to you (“Services”).
1.2 When certain words and phrases are used in these T&Cs, they have specific meanings (known as “defined terms”). You can identify defined terms because they start with capital letters (even if not at the start of a sentence). Where a defined term is used, it has the meaning given to it in the section of these T&Cs where it was defined (you can find these meanings by looking at the sentence where the defined term is included in brackets and speech marks).
1.3 In these T&Cs, when we refer to “we”, “us” or “our”, we mean Bright & Beautiful; and when we refer to “you” or “your” we mean the individual using the Services for a purpose that is wholly or mainly outside of their trade, business, craft or profession.
2. The Order Process
2.1 You can make an order for Services either by email or by phone or via our online quote tool (“Quote Tool”) in accordance with clause 3. The ordering process is as follows:
2.1.1 you shall either (a) call us and follow the instructions of the telephone operator; (b) email us with your enquiry, or (c) complete our online Quote Tool, in each case using the contact details set out in clause 12;
2.1.2 during or following you contacting us in accordance with clause 2.1.1, we will either: (a) arrange a time with you for us to attend the premises (“Premises”) at which you wish us to perform the services (“Services”) to assess the Services required; or (b) agree to provide you with a certain number of hours of Services at an hourly rate without first visiting the Premises.
2.1.3 where we agree with you to carry out a visit, once the date and time of the visit is confirmed, we will email you to confirm the details of the visit;
2.1.4 following your initial enquiry or completion of the visit (as applicable), we will provide you with a written quotation by email (together with these T&Cs) within a reasonable period (in each case a “Quotation”).
2.1.5 Quotations are subject to withdrawal at any time before a Contract (as defined in this clause 2) is concluded and shall be deemed to be withdrawn unless a Contract is concluded within 30 days from their date; and
2.1.6 The Contract will become binding on you and us once: (a) you accept the Quotation (either by signing it, confirming by email, or via the Quote Tool, including making any required payment); and (b) we subsequently accept your order verbally or in writing (which may include acceptance by email).
2.1.7 For the avoidance of doubt, acceptance of a Quotation via the Quote Tool, including any payment made at that stage (whether for an initial deep clean or for one-off Services), does not in itself create a binding Contract. A Contract and related booking is only confirmed once we have reviewed your request and confirmed acceptance.
2.1.8 These T&Cs will be incorporated, together with the Quotation, into the contract between you and us in relation to the Services (“Contract”).
3. Online Quote Tool and Booking
3.2 Any quotation generated through our online quote tool (“Quote Tool”) is based solely on the information you provide. If the size, condition, or requirements of the Premises differ from the information you provide in the Quote Tool , we reserve the right to amend the Services and or the Charges.
3.3 You are responsible for ensuring that all information provided through the Quote Tool accurately reflects the size, condition, and requirements of the Premises.
- This includes (but is not limited to):
- The selected mess level (as described on our website)
- The number of rooms within the Premises
- The number of bathrooms within the Premises
- Whether there are pets at the Premises
- The Services requested
If, upon review or attendance, the Premises differ from the information you provided, we reserve the right to revise the scope of Services and/or amend the Charges.
We also reserve the right to decline to proceed with the Services at any time.
3.4 Obtaining a quotation through the Quote Tool does not create any obligation on you to proceed with the Services, nor does it create any obligation on us to provide the Services or enter into a contract.
3.5 We reserve the right, at our sole discretion, to refuse to provide Services or to enter into a contract with any potential customer.
3.6 Any date or time selected via the Quote Tool is a preferred date and time only and is subject to availability. No Services are booked or confirmed until we have reviewed your request and confirmed the booking, either in writing or by telephone.
3.7 If you choose to proceed with a quotation provided via the Quote Tool:
- For regular cleaning Services, you will be required to pay for the initial deep clean at the point of acceptance through the Quote Tool. Ongoing cleaning Services will be subject to a separate payment arrangement (such as direct debit), which will be set up once availability and service requirements have been reviewed and confirmed by us.
- For one-off Services (including, but not limited to, one-off deep cleans and end of tenancy cleans), full payment for the Services will be taken at the point of acceptance through the Quote Tool.
Payment via the Quote Tool does not guarantee that your requested date or time is available, and no booking is confirmed, and no contract is formed, until we have reviewed and accepted your request in accordance with clause 3.8.
If we are unable to fulfil your request, we will contact you to arrange an alternative or provide a refund where applicable.
3.8 All bookings made via the Quote Tool are subject to review and confirmation by us. If we are unable to accommodate your request, we will contact you to arrange an alternative or provide a refund where applicable.
3.9 All regular cleaning Services are subject to an initial deep clean of the Premises. This is required to ensure that the home is brought up to a suitable standard before regular Services commence. We reserve the right to:
- Require an initial deep clean in all cases prior to starting regular Services; and
- Reassess the Services, time and cost required for the initial deep clean if the condition or size of the premises differs from the information provided as outlined in clause 3.3.
- Regular ongoing Services will not begin until the initial deep clean has been completed to our satisfaction.
3.10 Following further review of the information provided, or attendance at the Premises, we may determine that additional time, Services, or Charges are required. This may include circumstances where the condition or state of the Premises is different from that described at the time of quotation. In such cases, we reserve the right to:
- Amend the scope of the Services and/or the Charges;
- Require additional time or specialist treatments; or
- Decline to proceed with the Services.
Where appropriate, we may agree to proceed with the Services subject to revised terms, which will be discussed with you and must be agreed before any work continues.
3.11 Quotations generated via the Quote Tool are valid for a limited period and may be withdrawn or amended at any time prior to contract formation.
4. Cancelling your Order
4.1 You have a legal right to change your mind and cancel the Contract within 14 days of it being concluded without giving a reason. This right, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, is explained in more detail below.
4.2 The cancellation period will expire 14 days from the day on which the Contract is concluded (as described in clause 2 above).
4.3 If you would like to us to commence the provision of any Services during this cancellation period you must expressly request that we do so.
4.4 To exercise the right to cancel, you must inform us of your decision to cancel the Contract with us by making a clear statement (e.g. a letter sent by post or email or a telephone call). The easiest way to do this is to contact us via the contact details in clause 11. You may use the following model cancellation form but are not required to do so:
Model Cancellation Form – (*) Please delete if not applicable
To:
E-mail address:
I/We(*) hereby give notice that I/We(*) cancel from my/our (*) contract of the provision cleaning and housekeeping services ordered on(*insert date contract concluded)
Name and Address of consumer(s),
Signature of consumer (only if this form is notified on paper)
Date
4.5 To meet the cancellation deadline, it is sufficient for you to send your communication concerning the exercise of your right to cancel before the cancellation period has expired. We will send you an acknowledgement of receipt of your notice to cancel by email.
4.6 If you cancel the Contract with us, you will remain responsible for paying us for any portion of the Services performed prior to you notifying us of your intention to cancel. If we have fully performed the Services before you cancel the Contract with us, you will remain responsible for paying the full cost of the Services.
4.7 If you are due any reimbursement for Services which have not been performed and you have paid for in advance, we will make this reimbursement without undue delay, and not later than 14 days after the day on which we are informed about your decision to cancel this Contract.
5. Charges and Payment
5.1 The price for the Services is set out in the Quotation, which will include any applicable VAT or other similar sales, turnover or consumption taxes (the “Charges”).
5.2 It might be the case that, following the commencement of the Services, we discover additional work beyond that set out in the Quotation is required. In these circumstances, we will obtain your consent before incurring such additional charges and, if you do not consent, we shall be entitled to terminate the Services immediately and you will only be required to pay the Charges in respect of the Services delivered up to the date of termination.
5.3 Where the Contract is for regular ongoing Services:
5.3.1 Unless we have agreed otherwise, the Charges must be paid by direct debit on the 15th of each month and we will provide you with a direct debit mandate for your signature and return to us prior to the date of the first payment. The Charges are based on 52 weeks per year and each monthly payment will be the weekly Charges multiplied by 52 divided by 12. You shall pay all amounts due under the Contract in full without any deduction or withholding except as required or permitted by law.
5.3.2 We may from time to time increase the Charges for the Services (in circumstances other than where, in accordance with clause 4.2, additional work is carried out beyond the scope of the Quotation). We will not do so without notifying you of such a change and giving you the opportunity to terminate the Contract. Accordingly, we will provide you with at least 50 days’ prior written notice of any change to the Charges (“Change Notice”). You will then have 30 days from the date of the Charge Notice to notify us if you do not accept the increased Charges and wish to terminate the Contract, in which case the Contract will terminated with effect from the end of the 50 day notice period specified in the Change Notice (the “Notice Period”). If you do not notify us that you wish to terminate the Contract during such 30 day period, you will be deemed to have accepted the increased Charges and such new Charges shall take effect from the end of the Notice Period and we will notify you of the changes made to your direct debit at least 10 days before the end of the Notice Period.
5.3.3 In the event that you fail to make any payments when due, the Services will be suspended until such time as all outstanding payments have been received.
5.4 Where the Contract is for a single provision of the Services: Payment must be made in advance by bank transfer to the bank account notified to you by us or, if we request by debit or credit card, no less than 3 days prior to the date scheduled for the Services to be carried out. Failure to pay the Charges within by this time will result in us not providing the Services as scheduled. In the event you cancel a Contract for a single provision of the Services, with 48 hours or less notice, we will refund you 75% of the cost of the Services you have paid. If you cancel a Contract for a single provision of the Services with 24 hours or less notice, we will refund you 50% of the cost of the Services you have paid. Any such refunds will be made within 14 days of the date of cancellation.
5.5 Refused direct debits, standing orders or returned cheques (if accepted by us in our discretion) will be subject to a £35 processing and administration charge.
6. Your Obligations
6.1 You must: (a) give us safe and unobstructed access to the Premises for the purposes of carrying out the Services and any other of our obligations under the Contract; (b) ensure all valuables, including but not limited to cash, jewellery, purses/wallets, credit cards and any other high value items are locked away safely; (c) advise us if there are any items you do not wish us to clean; (d) not require us to provide any Services which present a risk to the health, safety or welfare of our employees; (e) provide a toilet brush for each toilet to be cleaned as part of the Services and an ironing board; (f) check that the Services have been performed to your satisfaction and notify us of any breakages or other faults in the performance of the Services as soon as possible after they have been completed; and (g) at all times treat our professional housekeepers with respect and not in any way mistreat, abuse, bully, harass or show aggression to them nor request they carry out any work directly for you.
6.2 If you wish to cancel or postpone a regular ongoing appointment for the provision of the Services (without terminating the Contract as a whole), provide us with at least 2 clear working days’ notice using the contact details in clause 11. If you telephone us and we are not available to answer your call, you should leave a message specifying the time and date of your call along with your name and the date of the appointment you wish to cancel or postpone. If you fail to give at least 2 clear working days’ notice we may charge you for the Services that would have been undertaken on that date.
6.3 If you do not allow or are unable to provide us with access to the Premises to perform the Services as arranged, we may charge you with any additional costs reasonably incurred by us as a result. If, despite our reasonable efforts, we are unable to contact you or re-arrange access to the Premises we may terminate the Contract in accordance with clause 7.1 and clause 7.2 will apply.
7. Our obligations
7.1 We shall provide the Services with reasonable care and skill and will provide the products and equipment needed to carry out the Services other than those items you are required to provide and which are set out in 5.1(e) above.
7.2 We shall carry out the Services on the date agreed between us. Unless otherwise agreed with you, we shall carry out Services between 09:00 to 17:00. We will not stipulate a set time to start the Services rather we will give you a morning or afternoon time slot. Whilst we shall take reasonable care and skill when specifying the time slot for the commencement and completion of the Services, these are estimates only.
7.3 Unless otherwise agreed with you, we will contact you to re-arrange any scheduled appointments for regular ongoing provision of the Services falling on a public holiday prior to the date of the public holiday so an alternative date can be agreed for the provision of the Services which would have been carried out on the public holiday.
8. Termination
8.1 We may terminate the Contract: (a) with immediate effect if you breach the Contract and that breach has a material effect on our ability to perform the Services and, where it is possible to remedy the breach, you do not remedy the breach within such reasonable period of time as we may notify to you; or (b) with immediate effect in accordance with clauses 4.2 or 4.3.2 above or clause 9.4 below.
8.2 If we terminate the Contract in the situations set out in clause 7.1 we will refund any proportion of the Charges you have paid in advance for Services we have not performed. However, if we terminate the Contract in the situations set out in clause 7.1(a) we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the Contract.
8.3 Where the Contract is for the regular ongoing supply of the Services, you may terminate it at any time by giving us no less than 1 months’ notice in writing that you wish to cancel.
8.4 On expiry or termination of the Contract for any reason you shall immediately pay to us all outstanding and unpaid Charges.
9. Your Personal Information
We only use your personal information in accordance with our Privacy Notice which has been provided to you separately. If you would like another copy of the Privacy Notice please let us know. We recommend that you take the time to read our Privacy Notice as it includes important information and terms which apply to you.
10. Liability
10.1 We will take all reasonable care in carrying out the Services but accept no responsibility for damage caused or the quality of the Services provided if: (a) at your request we use products specified by a manufacturer or supplier of a specific surface or finishing in the provision of the Services and not the products generally used by us; (b) at your request we use equipment provided by you in the provision of the Services; or (c) for the removal of lime scale.
10.2 Nothing in these T&Cs excludes or limits either our or your liability for: death or personal injury caused by our/your (as applicable) negligence; fraud or fraudulent misrepresentation; and any matter in respect of which it would be unlawful for us/you (as applicable) to exclude or restrict liability.
10.3 If we fail to comply with these T&Cs, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these T&Cs or our negligence but, subject to clause 9.2, we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it was an obvious consequence of our breach or if it was contemplated by you and us at the time that the Contract became binding on you and us; nothing in these T&Cs affects your statutory rights. Advice about your statutory rights is available from your local Citizens’ Advice Bureau or Trading Standards Office.
10.4 If our performance of the Services is delayed or otherwise hindered by an event outside our control then we will contact you as soon as possible to let you know and we will take reasonable steps to minimise the effect of the delay or hindrance. Provided we do this we will not be liable for delays or non-performance caused by the event. However, if there is a risk of substantial delay or hindrance to the Services, either of us may contact the other to end the Contract. In this case, you will only be required to pay the Charges in respect of the Services delivered up to the date of termination.
11. Other Important Information
11.1 Each of the clauses of these T&Cs operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining clauses will remain in full force and effect.
11.2 If we fail to insist that you perform any of your obligations under these T&Cs, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.
11.3 If you are dissatisfied with the service received from us, please contact us, using the contact details in clause 11, with your complaint. We will endeavour to resolve this in accordance with our internal complaint procedures. If you are unhappy with our resolution, please let us know. If you remain unhappy with any final resolution, we will provide you with details of an alternative dispute resolution (“ADR”) provider. We do not subscribe to any particular ADR provider and are not obliged to participate in ADR.
11.4 We may transfer our rights and obligations under any Contract to another organisation. If we wish to make such a transfer, we will either: (a) tell you of this in writing and ensure that the transfer will not affect your rights under the Contract; or (b) contact you to let you know of the replacement organisation. If you are unhappy with the transfer you may contact us to end the Contract within 3 working days of us telling you about it and we will refund you any payments you have made in advance for Services that have not been performed. Each Contract is between you and us. No other person shall have any rights to enforce any of its terms.
12. Governing Law and Jurisdiction
12.1 These T&Cs and the Contract are governed by English law. This means that your use of the Services, and any dispute or claim arising out of or in connection therewith will be governed by English law.
12.2 You can bring proceedings in respect of these T&Cs in the English courts. However, if you live in Scotland you can bring legal proceedings in respect of these T&Cs in either the Scottish or the English courts; if you live in Northern Ireland you can bring legal proceedings in respect of these T&Cs in either the Northern Irish or the English courts; and you will benefit from any mandatory of the law of the country in which you are resident. Nothing in these T&Cs, including clause 11.1, affects your rights as a consumer to rely on such mandatory provisions of local law.
12.3 Contacting Us
Should you have any reasons for a complaint, we will endeavour to resolve the issue and avoid any re-occurrence in the future. You can always contact us using the details provided in the confirmation of order email you received where you ordered via the Website or on the Quote. If you have any doubts regarding who you should contact, please email [email protected]
Terms & Conditions last updated May 2026