Service Terms & Conditions
Service Terms & Conditions
These Service Terms & Conditions (“Terms”) apply to all cleaning services provided by MSS Solutions Limited (“MSS”, “we”, “us”, or “our”) and booked through our website, booking system, or client portal.
By placing a booking, requesting services, or accepting an invitation to our booking portal, the Client agrees to be bound by these Terms in addition to our Privacy Policy.
- Definitions
Client / You
Means any individual, tenant, student, business, organisation, landlord, or property manager who books services with MSS Solutions.
Portal
Means the MSS Solutions client booking portal used to manage services, view bookings, and access invoices.
Booking
Means a confirmed request for cleaning services made through the Portal, website, email, or in writing.
Service
Means any cleaning service provided by MSS Solutions including but not limited to:
- General Cleaning
- Deep Cleaning
- End of Tenancy Cleaning
- After Builders Cleaning
- Commercial Cleaning
- Upholstery or Carpet Cleaning
- Bespoke cleaning services
Cleaning Operative
Means a cleaner, team member, or contractor assigned by MSS Solutions to carry out the Service.
Branch
Means a specific location or property belonging to the Client where services are delivered.
- Portal Access
2.1 Access to the MSS Solutions client portal is provided by invitation or account registration.
2.2 Each authorised user will receive login credentials. The Client is responsible for maintaining the confidentiality of these credentials.
2.3 Multiple users may be granted access to the same account where required.
2.4 MSS Solutions reserves the right to suspend or revoke portal access where misuse or breach of these Terms occurs.
2.5 By placing bookings through the Portal, the Client confirms acceptance of these Terms.
- Bookings and Service Requests
3.1 Bookings may be placed through the Portal, website, email, or other written confirmation.
3.2 All bookings are subject to availability and confirmation by MSS Solutions.
3.3 A confirmation email will include:
- Service date
- Location
- Scope of work
- Estimated duration
3.4 The Client is responsible for ensuring that booking information is accurate, including:
- Property address
- Access instructions
- Property condition
- Service requirements
3.5 MSS Solutions reserves the right to adjust pricing where the actual scope of work differs significantly from the booking description.
- Pricing and Payment
4.1 Commercial clients may operate under an agreed Rate Card or quoted pricing.
4.2 Residential bookings will be charged based on the price confirmed during booking.
4.3 All commercial prices are exclusive of VAT unless otherwise stated.
4.4 Invoices are issued following completion and internal approval of services.
4.5 Standard payment terms for commercial clients are 14 days from invoice date, unless otherwise agreed.
4.6 MSS Solutions reserves the right to charge interest on overdue invoices in accordance with the Late Payment of Commercial Debts (Interest) Act 1998.
4.7 Any parking charges, congestion charges, or access fees required to perform the service may be added to the final invoice.
- Cancellations and Rescheduling
5.1 Cancellations made more than 48 hours before the scheduled service will not incur a charge.
5.2 Cancellations made between 24 and 48 hours before the scheduled service may incur a 50% cancellation charge.
5.3 Cancellations made less than 24 hours before the scheduled service will be charged in full.
5.4 Rescheduling requests made more than 24 hours in advance will be accommodated where possible.
5.5 MSS Solutions reserves the right to reschedule services due to unforeseen circumstances such as staff illness, transport disruption, or operational issues.
- Access to Property
6.1 The Client must ensure that the cleaning team has safe and timely access to the property.
6.2 If access is not available within 30 minutes of the scheduled start time, the booking may be treated as a late cancellation.
6.3 Any keys, alarm codes, access instructions, or entry procedures must be provided in advance.
6.4 Where MSS Solutions holds keys or access details, these will only be used for service delivery.
6.5 MSS Solutions reserves the right to withdraw from a property where conditions present health or safety risks.
- Service Delivery
7.1 MSS Solutions will carry out services according to the agreed booking and scope of work.
7.2 Cleaning materials and equipment will be supplied by MSS Solutions unless otherwise agreed.
7.3 Before and after photographs may be taken for quality assurance and dispute resolution purposes.
7.4 Job details, checklists, and photos may be accessible through the client portal.
7.5 MSS Solutions relies on the information provided during booking. Additional work resulting from inaccurate information may incur additional charges.
- Property Condition
8.1 The Client must ensure the property is reasonably prepared for cleaning.
8.2 Excessive clutter, personal belongings, ongoing construction work, or unsafe conditions may affect the service.
8.3 MSS Solutions reserves the right to adjust pricing, reduce scope, or reschedule services where the property is not ready for cleaning.
- Recurring Services
9.1 Recurring services may be scheduled through the Portal or by written agreement.
9.2 Services will be delivered according to the agreed schedule.
9.3 Changes to recurring schedules must be communicated at least 7 days before the next visit.
- Branch Locations
10.1 Clients with multiple locations may register each branch within their account.
10.2 Billing may be centralised or issued per branch depending on the Client’s preference.
10.3 Service history and invoices will be linked to the relevant branch.
- Communication
11.1 The Portal includes a messaging system for communication regarding bookings.
11.2 For urgent matters please contact:
booking@msssolutions.co.uk
020 3696 9703
- Complaints and Service Feedback
12.1 MSS Solutions aims to deliver services to a professional standard.
12.2 If the Client is dissatisfied with the quality of a service, MSS Solutions must be notified within the applicable feedback period.
12.3 MSS Solutions must be given the opportunity to rectify any issues before refunds or claims are considered.
- Residential and Student Accommodation Clients
13.1 This section applies to services booked by residential customers, tenants, or student accommodation residents.
13.2 The Client must inspect the property following completion of the service.
13.3 Any service quality concerns must be reported within 8 hours of the recorded service completion time.
13.4 MSS Solutions will arrange a return visit where appropriate to rectify reported issues.
13.5 Complaints reported after the 8-hour period may not be eligible for review or re-clean.
13.6 The property must remain in the same condition following the cleaning service until any reported issues are reviewed.
- End of Tenancy Cleaning
14.1 End of Tenancy cleaning services are carried out to professional cleaning standards.
14.2 MSS Solutions cannot guarantee the return of tenancy deposits as this decision is made by landlords, agents, or inventory clerks.
- Liability and Insurance
15.1 MSS Solutions holds public liability insurance.
15.2 Any claims for accidental damage must be reported within 24 hours of service completion.
15.3 MSS Solutions is not responsible for:
- Pre-existing damage
- Normal wear and tear
- Undisclosed fragile items
- Items improperly secured
15.4 MSS Solutions shall not be liable for indirect or consequential losses including loss of business, profit, or opportunity.
15.5 Total liability for any single booking shall not exceed the total value of that booking.
- Non-Solicitation of Staff
16.1 The Client agrees not to directly employ or engage any cleaning operative introduced by MSS Solutions for a period of 12 months following the last service.
16.2 Where this occurs without written consent, MSS Solutions reserves the right to charge a recruitment fee.
- Data Protection
17.1 MSS Solutions processes personal data in accordance with the UK GDPR and Data Protection Act 2018.
17.2 Client data is stored securely and used solely for service delivery and account management.
17.3 Data may be shared with cleaning operatives only where necessary to deliver services.
- Force Majeure
MSS Solutions shall not be liable for delays or failure to perform services due to events beyond our reasonable control including severe weather, transport disruption, illness, government restrictions, or other unforeseen circumstances.
- Termination
19.1 Either party may terminate ongoing service arrangements with 30 days written notice.
19.2 Outstanding invoices remain payable upon termination.
19.3 Portal access may be revoked upon termination.
- Governing Law
These Terms are governed by the laws of England and Wales.
If any provision is deemed invalid, the remaining provisions will remain in effect.
MSS Solutions Limited
Company No. 13754987
4th Floor
Silverstream House
45 Fitzroy Street
London
W1T 6EB
booking@msssolutions.co.uk
020 3696 9703
msssolutions.co.uk