Terms of Service

Welcome to Ferndale

These Terms of Service outline the relationship between Ferndale and our clients. By using our services or website, you agree to these terms. We've tried to make them as clear and straightforward as possible, but if anything is unclear, please get in touch with us.

These terms help ensure we can provide you with reliable, professional service while protecting both your interests and ours.

Using Our Services

Service Availability

Our cleaning services are available in Cardiff and surrounding areas, subject to scheduling availability. When you contact us to arrange a service:

• We'll discuss your requirements and provide an estimate
• Service dates and times are confirmed once mutually agreed
• We'll do our best to accommodate your preferred schedule
• Availability may vary during peak periods or holidays

Acceptable Use

When using our services, we ask that you:

• Provide accurate information about your property and requirements
• Ensure safe access to areas requiring cleaning
• Inform us of any special conditions or hazards
• Treat our team members with respect and courtesy
• Secure any valuables or fragile items before our visit
• Provide clear instructions about any specific concerns

We reserve the right to decline service if conditions pose safety risks to our team or if reasonable access cannot be provided.

Prohibited Uses

You may not use our services for:

• Any illegal purpose or in violation of any regulations
• Properties that contain hazardous materials without prior disclosure
• Situations requiring specialized cleaning beyond our scope
• Harassing, threatening, or abusive behaviour toward our staff

Fair Usage Guidelines

To maintain quality service for all clients, we expect reasonable usage patterns. This includes:

• Providing adequate notice for appointments and changes
• Not making excessive last-minute cancellations
• Respecting agreed service scope and duration
• Communicating concerns promptly and constructively

Bookings and Property Access

Making a Booking

To arrange our services, you can contact us through our website, phone, or email. During the booking process:

• We'll discuss your specific cleaning needs and preferences
• You'll receive a service estimate based on your requirements
• We'll agree on a suitable date and time for the service
• You'll receive confirmation of your booking details

Bookings are confirmed once both parties agree to the terms, and payment arrangements are established.

Property Access

For us to provide our services effectively, we need safe and reasonable access to your property:

• You're responsible for providing access on the scheduled date
• This can be through being present, providing keys, or arranging alternative access
• Access arrangements must be confirmed before the service date
• We treat all access information with strict confidentiality
• You should ensure pets are secured if necessary

If access cannot be provided as arranged, we may need to reschedule, and a cancellation fee may apply.

Cancellations and Rescheduling

We understand that plans can change. If you need to cancel or reschedule, please contact us as soon as possible. Our cancellation policy includes:

• Notice of more than 48 hours: Full refund or free rescheduling
• Notice of 24-48 hours: 50% cancellation fee may apply
• Notice of less than 24 hours: Full fee may be charged
• We reserve the right to cancel if unsafe conditions arise

Service Delivery and Modifications

What We Provide

Our services are delivered according to the agreed scope and specifications. This typically includes:

• Trained and insured cleaning professionals
• Appropriate cleaning equipment and supplies
• Service performed to professional standards
• Respect for your property and privacy
• Post-service communication if needed

Service Modifications

We may need to make changes to our services from time to time:

• Service improvements and updates to our methods
• Changes to pricing with reasonable notice
• Adjustments to availability or service areas
• Updates to terms and policies

Where changes significantly affect you, we'll provide advance notice and honour existing bookings under the original terms.

Service Standards

We're committed to providing quality service. If you're not satisfied with any aspect of our work:

• Please let us know within 24 hours of service completion
• We'll arrange to address any legitimate concerns
• We may return to remedy specific issues at no additional charge
• Your feedback helps us maintain and improve our standards

Payment and Pricing

Service Fees

Our pricing is based on factors including property size, service type, and specific requirements. All prices are quoted in British pounds (£).

• Estimates are provided before service confirmation
• Final pricing may be adjusted if scope differs significantly from the estimate
• Regular clients may be offered discounted rates
• Additional charges may apply for specialized cleaning or extra services

We'll always discuss any potential price adjustments with you before proceeding.

Payment Methods and Terms

We accept various payment methods for your convenience:

• Payment is typically due upon service completion
• We accept cash, bank transfer, and major card payments
• Regular clients may arrange alternative payment schedules
• Receipts are provided for all payments
• Late payments may incur additional charges

All payment information is handled securely in accordance with our privacy policy.

Website and Content

Our Content

All content on our website, including text, images, logos, and design elements, is owned by Ferndale or used with permission. This content is protected by copyright and other intellectual property rights.

You may view and use our website for personal, non-commercial purposes, but you may not copy, reproduce, or distribute our content without permission.

User-Provided Content

If you provide feedback, reviews, or other content to us:

• You grant us permission to use it to improve our services
• You confirm that your content doesn't infringe others' rights
• You're responsible for the accuracy of information you provide
• We may use testimonials with your permission

Trademarks

The Ferndale name and logo are trademarks used to identify our services. You may not use these marks without our written permission.

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