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Consumer services terms

Where to find information about us and our services

You can find everything you need to know about us, PALAZZO CLEANING LIMITED, and our services on our website or from our sales staff before you order. We also confirm the key information to you in writing before or after you order, either by email, in your online account or on paper.

We don’t give business customers all the same rights as consumers.

For example, business customers can't cancel their orders, they have different rights where there is a problem with a product and we don't compensate them in the same way for losses caused by us or our products and/or services. These terms and conditions apply only to consumers.  If you are a business customer please refer to our business terms and conditions which are available on our website and from our sales staff.  You are a business customer if you are buying products wholly or mainly for use in connection with your trade, business, craft or profession, even if you are an individual.

When you buy from us you are agreeing that:

·      We only accept orders when we've checked them.

·      Sometimes we reject orders.

·      We charge you when we supply your service.

·      We charge interest on late payments.

·      We pass on increases in VAT.

·      We're not responsible for delays outside our control.

·      You're responsible for making sure your measurements are accurate.

·      We charge you if you don't give us information we need or do preparatory work as agreed with us.

·      If you bought online, by mail order, over the telephone or on your doorstep, you have a legal right to change your mind and however you bought you have rights under our guarantee.

·      You can end an on-going contract (find out how).

·      You have rights if there is something wrong with your service.

·      We can change services and these terms.

·      We can suspend supply (and you have rights if we do).

·      We can withdraw services.

·      We can end our contract with you.

·      We don't compensate you for all losses caused by us or our services.

·      We use your personal data as set out in our Privacy Notice.

·      You have several options for resolving disputes with us.

·      Other important terms apply to our contract

We only accept orders when we've checked them 

We contact you to confirm we've received your order and then we contact you again to confirm we've accepted it. 

Sometimes we reject orders

Sometimes we reject orders, for example because you are located outside the UK or because the service was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.

We charge you when we supply your service

However, for some services we take payment at regular intervals, as explained to you during the order process. 

We charge interest on late payments

If we're unable to collect any payment you owe us we charge interest on the overdue amount at the rate of 4% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount. 

We pass on increases in VAT

If the rate of VAT changes between your order date and the date we supply the service, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

We're not responsible for delays outside our control

If our supply of your service is delayed by an event outside our control, including but not limited to not having access to the premises when required and/or lack of running water and/or safety concerns, we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team: By telephone 07521725016 or email info@palazzocleaning.co.uk to end the contract and receive a refund for any services you have paid for in advance, but not received, less reasonable costs we have already incurred. 

You're responsible for making sure your measurements are accurate

If we've asked you for measurements relating to the service, you're responsible for making sure those measurements are correct. Find information and tips on how to measure on our website or contact our Customer Service Team: By telephone 07521725016 or email info@palazzocleaning.co.uk.

 

We charge you if you don't give us information we need or do preparatory work as agreed with us

We charge you additional sums if you don't give us information we've asked for about how we can access your property to provide the service or if you don't do preparatory work to prepare for the services, as agreed with us. For example, we might need to return on another vehicle or with extra manpower, reschedule services or with specialist cleaning equipment.

If you bought online, by mail order, over the telephone or on your doorstep, you have a legal right to change your mind and however you bought you have rights under our guarantee

Your legal right to change your mind. For most of our services bought online, by mail order, over the telephone or on your doorstep, you have 14 days after the date we confirm your order to change your mind about a purchase, but you lose the right to cancel any service, when it's been completed (and you must pay for any services provided up to the time you cancel).

How to let us know and what happens next. If you change your mind contact our Customer Service Team: By telephone 07521725016 or email info@palazzocleaning.co.uk . We refund you as soon as possible and within 14 days of you telling us you've changed your mind. We refund you by the method you used for payment. We don't charge a fee for the refund.

Our goodwill guarantee. In addition, we, PALAZZO CLEANING LIMITED of 81 Chase Road, Linford, Bordon, GU35 0RS, offer our UK customers a goodwill guarantee for most services however they are purchased, which is more generous than your legal rights in the ways set out below. This goodwill guarantee does not affect your legal rights if there is something wrong with your service (for more on those rights see You have rights if there is something wrong with your service).

A. Your legal rights

14 days to change your mind, online, telephone, mail order and doorstep sales only.

How our goodwill guarantee is more generous 

14 days to change your mind however you bought the service.

You can end an on-going contract (find out how)

We tell you when and how you can end an on-going contract with us (for example, for regular services) during the order process and we confirm this information to you in writing after we've accepted your order. If you have any questions, please contact our Customer Service Team: By telephone 07521725016 or email info@palazzocleaning.co.uk.

You have rights if there is something wrong with your service

If you think there is something wrong with your service, you must contact our Customer Service Team By telephone 07521725016 or email info@palazzocleaning.co.uk. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember too that You have several options for resolving disputes with us.

Summary of your key legal rights 

If your product is services, for example Domestic Cleaning, Carpet Cleaning or Window Cleaning, the Consumer Rights Act 2015 says:

·      You can ask us to repeat or fix a service if it's not carried out with reasonable care and skill, or get some money back if we can't fix it.

·      If a price hasn't been agreed upfront, what you're asked to pay must be reasonable.

·      If a time hasn't been agreed upfront, it must be carried out within a reasonable time.

We can change services and these terms

Changes we can always make. We can always change a service:

·      to reflect changes in relevant laws and regulatory requirements; and

·      to make minor technical adjustments and improvements, for example to address a security threat. These are changes that don't affect your use of the service.

Changes we can only make if we give you notice and an option to terminate. We can also make other types of changes to the service or these terms (such as changes to prices), but if we do so we'll notify you and you can then contact our Customer Service Team: By telephone 07521725016 or email info@palazzocleaning.co.uk to end the contract before the change takes effect and receive a refund for any services you've paid for in advance, but not received:

We can suspend supply (and you have rights if we do) 

We can suspend the supply of a service. We do this to:

·      deal with technical problems or make minor technical changes;

·      update the service to reflect changes in relevant laws and regulatory requirements; 

·      make changes to the service (see We can change services and these terms); or

·      allocate new cleaners to provide the services.

We let you know, may adjust the price and may allow you to terminate. We contact you in advance to tell you we're suspending supply, unless the problem is urgent or an emergency. If we suspend the service we adjust the price so you don't pay for it while its suspended. If we suspend supply, or tell you we're going to suspend supply, for more than one month you can contact our Customer Service Team: By telephone 07521725016 or email info@palazzocleaning.co.uk to end the contract and we'll refund any sums you've paid in advance for services you won't receive.

We can withdraw services

We can stop providing a service. We let you know at least one week in advance and we refund any sums you've paid in advance for services which won't be provided.

We can end our contract with you

We can end our contract with you for a service and claim any compensation due to us if:

·      you don't make any payment to us when it's due and you still don't make payment within 7 days of our reminding you that payment is due;

·      you don't, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the service, for example, access/alarm codes and/or details of type and amount of cleaning required;

We don't compensate you for all losses caused by us or our services

We're responsible for losses you suffer caused by us breaking this contract unless the loss is:

·      Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).

·      Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We're not responsible for delays outside our control

·      Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use. 

·      A business loss. Our liability for any loss you suffer in connection with your trade, business, craft or profession is limited, as described in our business terms which are available upon request.

We use your personal data as set out in our Privacy Policy

How we use any personal data you give us is set out in our Privacy Policy: https://www.palazzocleaning.co.uk/privacy-policy

You have several options for resolving disputes with us

Our complaints policy. Our Customer Service Team: By telephone 07521725016 or email info@palazzocleaning.co.uk will do their best to resolve any problems you have with us or our services as per our Complaints policy: https://www.palazzocleaning.co.uk/complaintspolicy.

You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

Restrictions. In order to protect the legitimate business interests of PCL the customer with PCL that it shall not (and shall procure that no member of the PCL group of companies or sub-contractors): 

  • Except with the prior written consent of PCL, solicit, accept or entice away (or attempt to solicit, accept or entice away) from PCL the business or custom of any member of the PCL group of companies or sub-contractors; or 

  • Be involved with the provision of goods or services to any member of the PCL group of companies or sub-contractors 

In each case either during the currency of this Agreement or for a period of 60 months after termination of this agreement

Other important terms apply to our contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your service. We'll tell you in writing if this happens and we'll ensure that the transfer won't affect your rights under the contract.

We sub-contract our services. We may sub contract any of our obligations to you under the contact without your consent. If we do so we will be responsible for all acts and omissions of its sub-contractors as if they were our own acts or omissions.

You can only transfer your contract with us to someone else if we agree to this. We may not agree if for example there are amounts outstanding in respect of the services. However, you can transfer our guarantee (as explained in Our goodwill guarantee) to a new recipient of the service. We can require the new owner to prove you transferred the service to them, for example by requesting sight of a receipted invoice.

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.

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