Effective Date: 31 March 2025.

Last Revised: 31 March 2025.

1. DEFINITIONS

1.1 “Samyx”, “the Agency”, “we”, “us” or “the Company”

Refers to Samyx Ltd, a company registered in England and Wales under company number 09566380, whose registered address is Flat 3, 14 Saddlers Mews, Ramsgate, England, CT12 5LN. The Company operates as an administrative and booking agency, connecting Clients with independent Service Providers (e.g., self-employed individuals or subcontractors).

1.2 “Service Provider”

Refers to any independent contractor, subcontractor, self-employed individual, or other third-party entity (including teams or businesses with multiple individuals) introduced by Samyx to perform cleaning, gardening, or other home-related services requested by the Client. Service Providers operate as independent businesses, not as employees of Samyx.

1.3 “Client” or “you”

Refers to any individual or business entity that requests and/or receives services via Samyx’s platform, including any subsidiary or associated entity as defined under relevant company legislation.

1.4 “Platform”

Means any communication channel used by Samyx to facilitate service requests and bookings, including but not limited to telephone, email, online forms, or mobile applications.

1.5 “Services”

Refers to the cleaning, gardening, or other home-related tasks performed by Service Providers who have been introduced or connected to the Client by Samyx.

1.6 “Service Visit”

Means the physical attendance of the Service Provider at a location designated by the Client for the purpose of carrying out the Services.

1.7 “Contract”

Indicates a legally binding agreement formed directly between the Client and the Service Provider, as facilitated by the Platform. Samyx is authorised to act on behalf of the Service Provider only for the purposes of arranging and administering bookings.

1.8 “Booking and Management Fee”, “Operational Management Fee” or “Administrative Fee”

Refers to the fee charged by Samyx to the Client for administrative services, including (but not limited to) arranging appointments, providing support, invoicing, customer service, and other intermediary tasks.

1.9 “Service Provision Fee”

Refers to the portion of the total charges payable for the actual work carried out by the Service Provider. This amount is typically collected on behalf of the Service Provider by Samyx but belongs to the Service Provider under the separate Client–Service Provider contract.

1.10 “Charges”

Means the total amount payable by the Client, which may be presented in separate lines on the invoice (e.g., one line for the Service Provision Fee—and another line for Samyx’s Booking and Management Fee).

1.11 “Client’s Premises”

Refers to the property or location where the Client requests the Services to be performed.

1.12 “Effective Date”

Means the date on which these Terms and Conditions become binding on the Client. This occurs when the Client takes any of the following actions:

Accepts a quote provided by Samyx,
Books a service through the Platform,
Signature of a relevant document,
Checks a box or otherwise confirms acceptance of these Terms and Conditions during the booking process,
Makes a payment for any service facilitated by Samyx, or
Engages in any other action that indicates agreement to these Terms, including (but not limited to) verbal, written, or electronic confirmations.

By performing any of the above actions, the Client acknowledges and agrees to be bound by these Terms and Conditions.

1.13 “Terms and Conditions” or “T&Cs”

Covers the entire set of provisions governing the relationship among Samyx, the Service Provider, and the Client, including any subsequent amendments or additional documents referenced herein.

2. CONTRACT FORMATION AND ROLES

2.1 Nature of the Contract

These Terms and Conditions form a binding agreement between:

Samyx (“the Company”), which facilitates service bookings and handles administrative functions,
The Client, who requests and pays for services, and
The Service Provider, an independent contractor responsible for performing the requested services.

Upon booking a service through Samyx, a direct contractual relationship is formed between the Client and the Service Provider, with Samyx acting as the administrative facilitator. The execution of the service remains the sole responsibility of the Service Provider.

2.2 Samyx as Administrative Agent

2.2.1 Samyx acts strictly as an intermediary, facilitating a Client’s access to independent third-party Service Providers. Samyx is authorised by each Service Provider to enter into service contracts on their behalf only to the extent necessary to confirm a Client’s booking.

2.2.2 Once a booking is accepted by the Client, a direct contract is formed between the Client and the Service Provider, with Samyx acting solely as the coordinating agent. The actual provision of services remains the sole responsibility of the Service Provider.

2.2.3 Samyx’s role is strictly administrative, handling support functions such as scheduling, invoicing, payment processing, and customer communication, but it does not perform, supervise, or guarantee the execution of services.

2.3 Service Provider’s Responsibility

2.3.1 The Service Provider is solely responsible for performing the Services and complying with relevant laws, regulations, or professional standards.

2.3.2 Samyx does not supervise or employ the Service Provider, nor does Samyx guarantee specific results or assume liability for the Provider’s conduct.

2.4 Client’s Acknowledgment

2.4.1 By booking via Samyx, the Client acknowledges that Samyx’s role is limited to introduction and administration.

2.4.2 Any performance- or quality-related recourse the Client seeks lies primarily with the Service Provider.

2.5 Bookings and Acceptance

2.5.1 A Client’s request is an offer to engage a Service Provider under these Terms. Samyx’s confirmation (via email, text message, or otherwise) signifies acceptance on the Service Provider’s behalf.

2.5.2 Fees for each booking (Service Provision Fee + Booking and Management Fee) will be detailed in the invoice.

2.5.3 The Client agrees that any use of Samyx’s services—including placing an order via telephone, email, website forms, or any other platform—constitutes the Client’s formal acceptance of these Terms and Conditions.

2.6 No Employment Relationship

2.6.1 No provision in these Terms creates an employer–employee relationship between Samyx and the Service Provider, nor between the Client and Samyx.

2.6.2 Service Providers operate independently and set their own working methods, subject to agreement with the Client.

2.7 Scope of Samyx’s Responsibilities

2.7.1 Samyx’s primary duties are to:

Facilitate booking requests,
Assign or introduce Service Providers,
Handle invoicing and payment collection,
Provide general customer service.

2.7.2 Samyx is not liable for any acts or omissions by the Service Provider or the Client outside the scope of administrative tasks.

2.8 Variations of Terms

Any modification, variation, or amendment to these Terms must be approved in writing by an authorised representative of Samyx. No verbal statements, external communications (including emails, online chats, or informal agreements), or conflicting documents shall alter or override these Terms unless explicitly confirmed in an official written amendment issued by Samyx.

2.9 Compliance with Laws and Regulations

Both the Client and the Service Provider agree to undertake their respective responsibilities under this Agreement in full compliance with all applicable laws, statutory regulations, and professional codes of conduct.

2.10 Changes and Modifications to Terms

2.10.1 Samyx reserves the right to modify, amend, or update these Service Terms and Conditions at any time. Any such changes will apply to both new and existing Clients. All existing Clients will be notified of any updates via email, which is considered the primary communication method.

2.10.2 Clients will have a period of 14 days from the date of the email notification to review the changes. If a Client does not explicitly object to the revised Terms and Conditions within this period, their continued use of Samyx’s services will be considered as full acceptance of the new terms.

2.10.3 If a Client does not agree with the changes, they must notify Samyx in writing within the 14-day period. In such a case, the Client may request to cancel or terminate their existing agreement by providing notice in accordance with the termination provisions of the current Terms and Conditions. During this notice period, the previous version of the Terms and Conditions will remain in effect for that Client until the termination takes effect.

2.11 Latest Version of Terms Prevails

These Terms and Conditions are subject to updates and amendments at any time. The latest version published on the Samyx website (or sent via official communication) supersedes any prior versions. Continued use of our services after notification of an update constitutes acceptance of the new Terms. It is the Client’s responsibility to review updates periodically.

2.12 Duration of Terms

These Terms and Conditions remain in effect indefinitely for all Clients, including after service completion, unless expressly replaced or updated by Samyx. This includes but is not limited to obligations such as non-solicitation of Service Providers, liability provisions, dispute resolution, and any other clauses that survive beyond service fulfilment.

3. QUOTATIONS

3.1 Validity and Preliminary Nature

3.1.1 All quotations are provided by Samyx following a request from the Client and remain valid for 30 days from their issue date unless otherwise specified in writing by the Company.

3.1.2 Quotations represent an indicative price based on the Client’s stated requirements and property details. They do not constitute a binding final price until a formal booking is confirmed.

3.1.3 All quotation prices may differ from reference prices on the website, reflecting each property’s type, size, location, and specific service requirements.

3.1.4 If a quotation references a proposed service date or time slot, such timing is indicative only and reflects availability at the time the quotation was issued. The Company does not reserve or “hold” any date or time slot until the Client has formally confirmed the booking. Consequently, the same date or time may become unavailable if another booking is made before the Client confirms.

3.2 Amendments to Quotations

3.2.1 If the Client’s requirements change, or the Company discovers that the initial information provided by the Client was inaccurate or incomplete, the Company reserves the right to amend the initial quotation.

3.2.2 The Client must inform the Company promptly if they realise any details (e.g., property size, condition) were misstated at the time of requesting a quote.

3.3 Refusal and Accuracy

3.3.1 The Company may refuse to issue a quotation or proceed with a booking if it has reason to believe that information from the Client is false, misleading, or provided in bad faith.

3.3.2 Any price estimate given over the Platform is based on average or standard assumptions about room sizes, property layouts, and service scope. The Client must disclose if these assumptions do not apply (e.g., unusually large rooms or special requirements).

3.4 Overly Dirty or Unexpected Conditions

3.4.1 Assessment and Additional Charges
Upon arrival, the Service Provider will assess the actual condition. If the property is significantly dirtier or more cluttered than described, requiring additional time, labour, or materials, the Company reserves the right to adjust the service price accordingly.

3.4.2 Client Responsibility and Accuracy
It is the Client’s responsibility to provide an accurate description of the property’s condition. To avoid unexpected charges, the Client may submit recent photographs when requesting a quote.

3.4.3 Price Adjustments
If an additional charge is required, the Client will be informed before the service proceeds. If the Client refuses to accept the revised price, the Company may either:

Decide to waive any service guarantee, or
Cancel the service, and a cancellation fee may apply (See Section 11 – CANCELLATIONS and RESCHEDULING).

3.4.5 Disputes Over Cleanliness and Pricing
The Company has sole discretion in determining whether a property qualifies as “overly dirty” based on industry standards. Disputes regarding additional charges must be raised before the service begins. Once cleaning has commenced, the Client is deemed to have accepted the adjusted pricing.

3.5 Standard and Average Room Sizes

3.5.1 The Company provides quotations based on standard room sizes commonly found in UK residential properties. For reference:

Bedroom: Approximately 11.5 m²
Living Room: Approximately 17 m²
Kitchen: Approximately 13.4 m²
Dining Room: Approximately 9 m²
Bathroom: Approximately 4.4 m²

These figures are based on average sizes observed in UK homes.

3.5.2 The Client must inform the Company if any rooms significantly exceed these dimensions, have high ceilings, or contain features that may require additional time, effort and resources.

3.5.3 The Company reserves the right to revise the quotation if, upon arrival, the property differs from the details provided during the booking. This includes, but is not limited to, larger than average rooms, high ceilings, excessive clutter, or conditions requiring additional work. If such adjustments are necessary, the Company may modify the final price even if the original quotation has been accepted and paid upfront.

3.5.4 If the Client refuses to accept the revised price, the Company may either:

Adjust the scope of work to match the original quoted price, excluding areas or tasks that exceed standard conditions, and any guarantees will be waived, or
Cancel the service, in which case cancellation fees may apply (See Section 11 – CANCELLATIONS and RESCHEDULING).

3.6 Additional Services

Unless explicitly stated otherwise, quotations exclude carpet or upholstery steam cleaning, floor stripping/polishing, dishwashing, repacking cupboards, or external areas. These services can be arranged at an additional cost upon request.

3.7 Additional Conditions for Certain Services

3.7.1 Hourly-Based Services

3.7.1.1 The Client is fully responsible for selecting and booking the duration of service for hourly-based cleaning.

3.7.1.2 The Service Provider will endeavour to complete as many tasks as possible within the booked time. However, if the allocated time proves insufficient, neither Samyx nor the Service Provider shall be liable for tasks left incomplete.

3.7.1.3 If the Service Provider determines that additional time is needed to meet the Client’s expectations, based on experience, Samyx may recommend adjusting the booking duration. Any changes must be confirmed by the Client prior to the adjustment taking effect and are subject to availability.

3.7.1.4 If the Client insists on maintaining the originally booked time despite recommendations, Samyx and the Service Provider are not responsible for any tasks left incomplete due to time constraints.

3.7.2 End of Tenancy Cleaning

3.7.2.1 Quotations are based as assume that the property contains one standard-sized appliance per type (e.g., one oven, one fridge, one washing machine). Any additional or oversized appliances may incur extra charges.

3.7.2.2 End of tenancy cleaning is typically priced per job, factoring in property condition, number of rooms, and overall scope. The Company does not charge per hour per cleaner and team sizes may vary but do not affect the quoted price.

3.7.2.3 Unless otherwise agreed in writing, all quotations assume that the property will be vacant and free of occupants, personal belongings, and furniture before the Service Provider arrives to perform the service. If the property is not vacant upon arrival, additional charges may apply, or the service may be rescheduled or cancelled, subject to a cancellation fee.

4. BOOKING REQUESTS AND SCHEDULING

4.1 Booking Requests

4.1.1 Clients may submit booking requests via the Platform.

4.1.2 The booking becomes binding once Samyx on behalf of the Service Provider confirms acceptance.

4.1.3 All service bookings are subject to these Terms and Conditions.

4.2 Scheduling and Availability

4.2.1 Samyx endeavours to secure a Service Provider for the date and time requested, but availability is not guaranteed.

4.2.2 If the assigned Service Provider cannot attend due to unexpected events (e.g., illness, transport disruption), Samyx will offer a substitute provider or propose a reschedule.

4.2.3 If rescheduling is not feasible, the Company may initiate the cancellation of the service (see Section 11 – CANCELLATIONS and RESCHEDULING).

4.2.4 All bookings are scheduled with an arrival timeframe of one hour. This means that if a service is booked for a specific time (e.g., 8:00 AM), the Service Provider may arrive anytime between the booked time and one hour thereafter (e.g., between 8:00 AM and 9:00 AM). If there are any unexpected delays beyond this timeframe, Samyx will make reasonable efforts to inform the Client as soon as possible.

4.3 Additional Conditions for Certain Services

4.3.1 Recurring Services

4.3.1.1 For recurring visits (e.g., weekly or bi-weekly cleaning), Samyx may provide a single confirmation covering the recurring schedule.

4.3.1.2 Either party may request schedule changes, subject to mutual agreement.

4.3.1.3 If changes cannot be accommodated, the existing schedule may be cancelled under the applicable cancellation terms (see Section 11 – CANCELLATIONS and RESCHEDULING and Section 12 – TERMINATION).

5. SERVICE PERFORMANCE AND QUALITY

5.1 Obligations of the Service Provider

5.1.1 The Provider must perform services with reasonable skill and care, abiding by relevant laws and standards.

5.1.2 The Provider will follow the Client’s instructions if they are safe and lawful. However, the Provider retains professional discretion in determining the most effective methods to achieve the desired results.

5.2 Client Obligations

5.2.1 The Client shall ensure that the premises where the service is to be performed are safe, hazard-free, and accessible, including but not limited to:

Providing functional electricity, warm or hot running water, wastewater disposal facilities, and adequate lighting to allow the Service Provider to perform their tasks properly.
Ensuring unobstructed and secure access to the property and work areas, with any necessary power outlets and water sources available for use.

5.2.2 If the premises do not meet the minimum requirements for safe and reasonable service completion (e.g., lack of lighting, water, or electricity), Samyx reserves the right to:

Cancel the service with no guarantee and no refunds,
Reschedule the service at an additional cost to the Client, or
Proceed with the service under the available conditions, without liability for any perceived reduction in cleaning quality and with no guarantee provided.

5.2.3 The Client must disclose in advance any potential hazards, special requirements, or delicate items that require extra care or specific handling during the service.

5.2.4 If the service requires specialised or unusual products, tools, or equipment, the Client must either:

Provide these items themselves, or
Agree in writing for Samyx or the Service Provider to supply them at an additional cost.

Additionally, if the Client has equipment that is complicated to operate, the Client must provide detailed instructions to the Service Provider before the service begins.

5.2.5 The Client must provide sufficient free space for the Service Provider to work efficiently without obstruction. This includes ensuring:

Pathways are clear of clutter.
Heavy furniture is moved if necessary.
No unnecessary objects obstruct access to areas requiring service.

5.2.6 The Client must ensure a peaceful and disturbance-free environment. Occupants or pets must not interfere with or supervise the Service Provider beyond providing essential instructions or raising safety concerns.

5.2.7 Special Requirements Disclosure
If the Client has special requirements, they must provide a detailed list of specifications to the Service Provider before the service commences. If only a verbal description of the tasks has been provided, the Company shall not be responsible for any tasks not carried out.

5.2.8 Client’s Responsibility for Materials and Equipment Purchases
If the Client requires the Service Provider to purchase and deliver any cleaning materials, equipment, or other necessary products on their behalf, an additional service charge may apply. This charge will be determined based on the effort, time, and transportation costs incurred. The Client agrees that the total cost, including any service charge, will be added to their invoice.

5.2.9 Movement of Furniture and Heavy Objects

5.2.9.1 The Service Provider is permitted to move furniture as part of the services. However, due to Health and Safety regulations, the Service Provider will only attempt to move furniture that can be safely lifted and repositioned by one person.

5.2.9.2 If the Client requests cleaning behind heavy furniture, appliances, or large objects that require more than one person to move, it is the Client’s responsibility to arrange for these items to be moved prior to the cleaning service. The Client must ensure that the items are repositioned after the cleaning is completed.

5.2.9.3 The Company and the Cleaner Service Provider shall not be held liable for any damage or injury resulting from the Client’s failure to comply with these provisions. By requesting movement of furniture or appliances, the Client assumes responsibility for any resulting damage to the items, flooring, or surrounding areas.

5.3 Minor Service Issues and Immediate Corrections

5.3.1 If the Client notices minor issues during or immediately after the service, they should notify the Service Provider before the Provider leaves the premises.

5.3.2 The Service Provider will attempt to rectify any issue immediately, provided it is within the scope of the original booking and safe to address on the spot.

5.3.3 On-site corrections do not apply if:

The issue requires additional time, materials, or equipment beyond the original booking scope.
The Client requests additional services not included in the original booking confirmation.
The Service Provider identifies safety hazards, property damage risks, or other factors preventing immediate correction.

5.3.4 If an issue cannot be resolved on-site, the Client must follow the complaints process (see Section 10 – COMPLAINTS AND DISPUTE RESOLUTION).

5.4 Additional Conditions for Certain Services:

5.4.1 Regular Cleaning Services

5.4.1.1 Unless otherwise agreed in writing between the Client and the Company, the Client must provide cleaning materials (detergents, solutions, towels, cloths, gloves) and equipment (vacuum cleaner, iron, ironing board, mop, brush, broom, etc.). All equipment must be safe to operate and in full working order.

5.4.1.2 The Company and the Service Provider shall not be held responsible for the quality, effectiveness, or safety of any cleaning products provided by the Client. The Client acknowledges that the Service Provider has no control over the composition or suitability of the cleaning products supplied, and any issues arising from their use—including but not limited to ineffective cleaning, damage to surfaces, or adverse health effects—shall remain the sole responsibility of the Client. It is the Client’s obligation to ensure that all cleaning products are clearly labelled, appropriately described, and suitable for their intended use.

6. SERVICE GUARANTEES

6.1 Conditions of the Guarantee

6.1.1 The guarantee covers only a free re-service of the affected areas and is only applicable to services performed by the Service Provider.

6.1.2 The guarantee does not cover refunds, compensation, or any form of reimbursement.

6.1.3 The guarantee explicitly excludes the Administrative Fee.

6.1.4 The re-service will be arranged as soon as possible but is subject to Service Provider availability.

6.2 Types of Service Guarantees

To ensure Client satisfaction, Samyx offers four levels of service guarantees, depending on the type of service booked. The applicable guarantee for each service will be explicitly stated in the Client’s quote and booking confirmation.

6.2.1 Immediate Rectification Guarantee (On-Site Inspection)

This guarantee is optional and must be pre-agreed with the Client. It will be explicitly mentioned in the booking and quotation. If not pre-agreed, this guarantee does not apply.
While the Service Provider is still on-site, the Client has the right to inspect the completed work within 15 minutes after service completion.
If the Client identifies any areas requiring further attention, they must immediately notify the Service Provider and allow them to rectify the issue before leaving.
Once the Service Provider leaves the premises, this guarantee expires.

6.2.2 Standard Guarantee for General Services
For most services, the Client must report any dissatisfaction or identified faults within 24 hours after service completion or no later than 5:00 PM on the next working day.

6.2.3 Standard Guarantee for End of Tenancy Cleaning Services

6.2.3.1 Extended Guarantee (Default)
For End of Tenancy Cleaning services, unless otherwise specified in a separate agreement, the Client has up to 72 hours or no later than 5:00 PM on the third working day after service completion to report any issues.

6.2.3.2 Premium Extended Guarantee (Optional – Additional Charge)

If purchased, this guarantee extends the complaint period from 72 hours to 168 hours (7 days) after service completion.
The Client must report any issues within 168 hours (7 days) or no later than 5:00 PM on the seventh calendar day after service completion.
This guarantee must be pre-agreed and will be explicitly included in the Client’s booking confirmation.

6.3 Proof of Unsatisfactory Service

6.3.1 Indisputable proof of unsatisfactory service will be considered only if a professionally performed inspection is conducted by an independent third party, which has prepared an official report on the condition of the property.

6.3.2 Any other complaint may be rejected at the discretion of Samyx if there is no clear basis or detailed information is missing.

6.4 Finality of Re-Performed Services

6.4.1 Once a service has been re-performed, no subsequent guarantees or warranties apply.

6.4.2 Any further complaints regarding the same service will not qualify for an additional re-service, refund, or compensation.

6.5 Re-Service and Final Inspection

6.5.1 If the Client is dissatisfied with the service quality upon the first visit, they must provide a clear and specific list of areas requiring correction, accompanied by photographic evidence or an independent third-party inspection report. This documentation must be submitted within the guarantee period specified in these Terms.

6.5.2 Service Providers are instructed to deliver the highest possible quality on the first visit. However, if any areas are deemed insufficiently serviced, the Client must notify Samyx within the guarantee period to request a Re-Service Visit.

6.5.3 If Samyx determines that a Re-Service Visit is warranted, the Client must provide access for the Service Provider to revisit and complete the necessary corrections.

6.5.4 At the end of the Re-Service Visit, the Client or an authorized representative must be present to conduct a final inspection. The Client must:

Confirm whether all reported issues have been properly addressed.
Acknowledge the completion and quality of the service before the Service Provider departs.

6.5.5 If the Client or their representative is not present for the final inspection, Samyx and the Service Provider will assume that the service has been satisfactorily completed, and no further claims for corrections will be accepted.

6.5.6 Failure by the Client to provide access for a Re-Service Visit or final inspection will be deemed a waiver of their right to request further corrections or compensation related to service dissatisfaction.

6.5.7 The Client acknowledges and accepts that engaging the Service Provider’s services is done at their own risk. The Client is responsible for ensuring to ensure a safe working environment and taking appropriate precautions to oversee the Service Provider’s activities.

6.6 Additional Conditions for End of Tenancy Cleaning Services only:

6.6.1 The Client acknowledges that the property must be completely vacant before the cleaning begins. This includes removing all personal belongings, furniture, kitchen utensils, clothing, and any other tenant items. If the property is not fully vacant, the guarantee will be waived, and no re-clean will be provided.

6.6.2 Requirement for Property to Remain Vacant
For the End of Tenancy Cleaning Guarantee to remain valid, the Client agrees that no one (including tenants, landlords, estate agents, or third parties) will enter or use the property after the cleaning service has been completed. Any foot traffic, moving furniture or belongings back into the premises, or additional use of appliances will void the guarantee.
If a re-clean is requested, the Client must provide written confirmation that the property has remained unused since the cleaning service. Samyx reserves the right to decline a re-clean if evidence of post-cleaning usage is found.

7. PRICING

7.1 Pricing Basis and Service Commitment

By agreeing to the quotation, the Client acknowledges that pricing is based on the labour, resources, and time dedicated to the service, rather than a guaranteed level of quality or satisfaction.
This does not exempt the Service Provider from their obligation to perform the work to the best of their ability and in accordance with agreed service standards.

7.2 Price Adjustments and Modifications

7.2.1 The Company reserves the right to adjust pricing if actual service conditions differ from those initially requested or quoted. This includes, but is not limited to, discrepancies in property size, service scope, location, condition, or the level of work required.

7.2.2 The Company may re-evaluate rates at any time if the Client modifies their initial list of tasks.

7.2.3 If the Client provides false or misleading information to obtain discounted rates, the Company may revert to standard pricing for both past and future services and issue an additional invoice for the difference.

7.2.4 Any pricing discrepancies will be communicated to the Client as soon as possible, with updated pricing provided before service commencement.

7.2.5 Price Changes for Recurring Services

7.2.5.1 For recurring services, the Company reserves the right to adjust published or quoted prices with a minimum of 14 days’ written notice via the Primary Communication Channel (see Section 23 – NOTICES).

7.2.5.2 The Client is not required to confirm the new pricing, as the Company will assume acceptance unless the Client explicitly objects.

7.2.5.3 If the Client does not agree to the new pricing, they must follow the Termination Policy (see Section 12 – TERMINATION) to discontinue services before the new rates take effect.

7.2.6 Price Adjustments Due to Changes in Taxation or VAT

7.2.6.1 In the event of any changes to applicable taxes, including but not limited to Value Added Tax (VAT) rates, imposed by UK legislation or relevant authorities, the Company reserves the right to adjust pricing with immediate effect to reflect such changes.

7.2.6.2 The revised pricing will apply to all outstanding invoices, ongoing services, and future quotations from the date the tax change takes effect, regardless of any previously agreed rates.

7.2.6.3 The Company will notify the Client of any such adjustments as soon as reasonably practicable via the Primary Communication Channel (see Section 23 – NOTICES).

8. INVOICING

8.1 Invoice Issuance

The Company may issue invoices at any time after the completion of services or in advance if requested by the Client.

8.2 Invoice Payment Terms

Unless otherwise specified, all invoices must be paid within three (3) days from the date of issuance.

8.3 Late Payment

Failure to make payment by the due date may result in interest charges and/or administrative fees (see Clause 9.6 on Non-Payment).

9. PAYMENTS

9.1 Accepted Payment Methods

9.1.1 The Company primarily accepts bank transfers and card payments processed via Stripe or a similar provider.

9.1.2 Payments by cheque are not accepted.

9.2 Card Payments and Processing Fees

9.2.1 The Company does not store the Client’s card details. All card transactions are securely processed by third-party payment providers.

9.2.2 Card payments may be subject to a processing fee of up to a 2%, depending on the payment provider’s terms.

9.2.3 If a Client’s card is declined or has insufficient funds, the Company reserves the right to cancel the service without notice.

9.2.4 The Client authorises the Company to unilaterally charge any outstanding amounts to the debit or credit card on file if an invoice remains overdue.

9.2.5 Automatic Payments for Recurring Services

9.2.5.1 By booking a recurring service, the Client expressly authorises the Company to automatically charge the debit or credit card on file after each completed service.

9.2.5.2 The charge may be processed following the completion of each scheduled service or once all scheduled sessions for a week are completed, ensuring seamless payments.

9.2.5.3 The Client is responsible for maintaining valid and up-to-date payment details to avoid payment failures or service interruptions.

9.2.5.4 If an automatic charge is declined, the Company may suspend services until payment is successfully processed or take further action as outlined in the Non-Payment Policy (see Clause 9.6 on Non-Payment).

9.2.6 Payment Disputes and Chargebacks

9.2.6.1 If a Client initiates a payment dispute or chargeback, the Company reserves the right to provide evidence and contest the claim with the payment provider.

9.2.6.2 If the dispute is resolved in favour of the Company, the Client must reimburse the Company for all fees incurred during the dispute process, including but not limited to administrative fees, legal costs, and processing fees charged by the payment provider.

9.2.6.3 Failure to reimburse these costs may result in legal action or debt recovery proceedings.

9.3 Bank Transfer Reference Requirements

For bank transfers, the Client must reference the invoice number, quote number, or booking number to ensure accurate fund allocation.

9.4 Partial Payments and Deposit Policy

9.4.1 Two-Payment Option for One-Time or Specialized Services

9.4.1.1 The Company may, at its sole discretion, offer a two-payment option for certain one-time or specialized services.

9.4.1.2 In such cases, the Client must make a 50% deposit before the booking is confirmed.

9.4.1.3 The remaining balance must be paid within one hour after the service begins.

9.4.2 Failure to Pay Remaining Balance

9.4.2.1 If the Client fails to settle the remaining balance within the required timeframe, the Company may immediately stop and cancel the service.

9.4.2.2 In such cases, the deposit will be retained, and no refunds or further guarantees will be provided.

9.4.3 Client Liability
Once the Client agrees to a quoted price, whether paid in full or partially via deposit, the full amount remains due under all circumstances.

9.5 Cash Payments

9.5.1 In exceptional cases (e.g., new Clients without card facilities), the Company may permit cash payment directly to the Service Provider before the service begins.

9.5.2 Failure to pay in cash before work starts may result in the immediate cancellation of the service by either the Provider or the Company.

9.6 Non-Payment

9.6.1 If the Company is forced to use a debt collecting agency or county court to secure payment, the Client agrees to pay any debt collecting agency fees, court fees, legal cost, or interest that will occur due to the result of non-payment of the Client outstanding bill.

9.6.2 The Company reserves the right to charge interest on overdue invoices exceeding 3 days at an annual rate of 8% above the Bank of England base rate, in accordance with the Late Payment of Commercial Debts (Interest) Act 1998. Additionally, the Company may impose a late payment recovery fee of up to £250.00.

9.6.3 Claims and Complaints Restriction for Outstanding Balances

9.6.3.1 The Client acknowledges that no service complaints, quality claims, or damage-related disputes will be processed while the Client has an overdue balance.

9.6.3.2 Any service guarantees (including re-services, refunds, or compensation) are void if the Client has an unpaid balance at the time of making a claim.

9.6.3.3 If the Client settles the balance at a later date, the Company may review the claim at its discretion but does not guarantee approval.

9.7 Full Advance Payment for New Clients and One-Time Services

New Clients or those booking a one-time service are required to make full payment in advance before the scheduled service date.

9.8 Payment Terms and Retention

9.8.1 The Client or their representative shall not make any deductions or retain funds from any invoice unless expressly agreed in writing by the Company.

9.8.2 All payments must be made in full as per the agreed invoice terms, without set-offs, counterclaims, or deductions.

10. COMPLAINTS AND DISPUTE RESOLUTION

10.1 Complaints Procedure

10.1.1 Clients must report any complaints or concerns to Samyx promptly, providing all relevant details and supporting evidence (e.g., photographs).

10.1.2 Upon receiving a complaint, Samyx will investigate and, if necessary, liaise with the Service Provider to facilitate a resolution.

10.1.3 If the complaint is deemed valid, Samyx will arrange a complimentary re-visit to address the affected areas.

10.2 Dispute Mediation

10.2.1 If a dispute remains unresolved after the complaint procedure, Samyx may offer mediation in good faith. This mediation is voluntary and does not limit either party’s legal rights.

10.2.2 Both the Client and the Service Provider may be required to submit statements, supporting evidence, or proposed resolutions to facilitate the mediation process.

10.3 Escalation

10.3.1 If mediation does not lead to a resolution, or if either party refuses to participate, the matter may be escalated through legal channels (see Section 18 – GOVERNING LAW AND JURISDICTION).

10.3.2 Nothing in these Terms restricts either party from seeking immediate court intervention or injunctive relief where deemed necessary. However, parties are encouraged to first seek resolution through the procedures outlined in this Terms and Conditions.

11. CANCELLATIONS AND RESCHEDULING

11.1 General Cancellation Requirements

11.1.1 All cancellations must be submitted in writing. Verbal cancellations will not be accepted.

11.1.2 Cancellation fees apply based on the timing of the cancellation, administrative costs, and non-refundable transaction fees, as outlined in this section.

11.2 Client-Initiated Cancellations

11.2.1 Standard Cancellations
The Client may cancel a service by providing at least 24 hours’ written notice before the scheduled service time. In such cases, Samyx reserves the right to charge up to £50.00 cancellation fee to cover administrative costs and non-refundable transaction fees.

11.2.2 Late Cancellations
If the Client cancels less than 24 hours before the scheduled service or fails to provide access to the premises, the following fees apply:

50% of the Service Provision Fee and
100% of the Booking and Management Fee.

These charges apply under all circumstances.

11.3 Client-Initiated Rescheduling

11.3.1 To reschedule a service without incurring fees, the Client must provide at least 24 hours’ written notice, and there must be an available slot for the requested new time. While Samyx will make reasonable efforts to accommodate the request, availability is not guaranteed.

11.3.2 If the Client reschedules with less than 24 hours’ written notice, Samyx reserves the right to charge 25% of the total service amount for late rescheduling.

11.4 Samyx or Service Provider Cancellations

11.4.1 Samyx or the assigned Service Provider may cancel a scheduled service due to:

Unsafe or hazardous conditions at the Client’s premises.
Force majeure events (e.g., extreme weather, emergencies, government restrictions).
Other extraordinary circumstances beyond reasonable control.

11.4.2 In such cases, Samyx will promptly notify the Client and either:

Offer an alternative provider or reschedule the service at no extra charge.
If rescheduling is not possible, the Client will receive a refund of any pre-paid amount.

11.5 Impact on Promotional or Discounted Rates

If the Client cancels a service before fulfilling the minimum commitment required under a promotional offer, any applied discounts may be revoked. The outstanding charges will be recalculated at standard rates.

11.6 Additional Conditions for Recurring Services

11.6.1 Pausing or Skipping Services

11.6.1.1 Clients may request to pause or skip two or more consecutive scheduled visits under a recurring service plan.

11.6.1.2 Any such request must be submitted at least 7 days before the next scheduled visit.

11.6.1.3 Failure to provide 7 days’ notice may result in a charge of the total price for one service session.

11.6.2 Maximum Allowable Pauses
Clients enrolled in a recurring service plan may pause service for a maximum of 4 active weeks per calendar year. (An “active week” is defined as any week in which at least one service session was originally scheduled.)

11.6.3 Excessive Pauses
If the Client pauses service beyond the allowed 4 weeks in a calendar year, Samyx reserves the right to charge 50% of the total fee for each additional missed service.

11.7 Limitation of Liability for Cancellations

Samyx is not liable for inconvenience, financial loss, or any additional costs incurred by the Client due to service cancellations, regardless of the reason.

12. TERMINATION (Recurring Services Only)

12.1 Termination by the Client

12.1.1 The Client may terminate their agreement with Samyx by providing no less than 30 days’ written notice, unless otherwise agreed in writing and signed by both parties.

12.1.2 If the Client fails to comply with the 30-day notice requirement, a £120.00 termination fee will apply.

12.1.3 The Client must prepay the full amount for any remaining services scheduled during the notice period.

12.2 Termination by Samyx

12.2.1 Samyx reserves the right to suspend or terminate services immediately if the Client:

Fails to pay invoices on time or
Breaches these Terms, or
Provides unsafe or unsuitable premises, or
Engages in abusive, harassing, or unlawful conduct toward Service Providers or Samyx staff.

12.2.3 If Samyx terminates the agreement due to any of the above reasons, the Company will not be liable for any disruptions, costs, or losses incurred by the Client.

12.3 Effect of Termination

12.3.1 Upon termination, all outstanding fees become immediately due.

12.3.2 During the 30-day notice period, the Client’s original pricing remains unchanged, ensuring a fair transition before any adjustments apply.

13. REFUNDS

13.1 Eligibility

13.1.1 Full or Partial Refunds
Samyx may issue full or partial refunds in cases where cancellations, disruptions, or unavailability occur due to circumstances beyond the Client’s control, and rescheduling is not possible.

13.1.2 Service Performance Issues
Refunds related to service performance are considered only if the Client allows the Service Provider an opportunity for re-performance or corrective action.

13.1.3 Non-Refundable Situations

Samyx does not provide refunds in cases where:

The Client declines to pay additional charges due to discrepancies in property size or condition not accurately reflected in the initial quotation.
The Client refuses corrective action or fails to provide timely feedback regarding dissatisfaction with the service.

13.1.4 Obligation to Allow Correction
If the Client is not satisfied with the service, the Service Provider must be given the opportunity to rectify the issue. Failure to do so will invalidate any refund claims or financial settlements, including money-back guarantees.

13.2 Process for Service Disputes

13.2.1 The Client must report any dissatisfaction or service-related faults to Samyx within the applicable guarantee period after service completion.

13.2.2 Upon receiving a dispute, Samyx will:

Investigate the claim.
Communicate with the Service Provider.
Determine whether a re-performance, partial refund, or other resolution is appropriate.

13.3 Refund Timeline and Method

13.3.1 Approved refunds will be processed within 5 working days from the date of confirmation, using the original payment method unless an alternative is agreed upon.

13.3.2 Any administrative fees or non-refundable transaction costs incurred before cancellation may be deducted from the refund amount.

13.4 Limitations on Refunds
Dissatisfaction or a perceived lower quality of service does not automatically entitle the Client to a refund or fee waiver.

14. FORCE MAJEURE

14.1 Definition

14.1.1 Force Majeure refers to any unforeseen event beyond a party’s reasonable control that prevents or delays the performance of contractual obligations. Such events include, but are not limited to:

Natural disasters (e.g., earthquakes, floods, fires).
Industrial actions (e.g., strikes, lockouts, or labour disputes).
Public health crises (e.g., pandemics, epidemics, or government-imposed health restrictions).
Government actions or regulations (e.g., legal prohibitions, emergency orders).
Severe weather conditions that directly impact the ability to provide services.
Other extraordinary circumstances beyond the reasonable control of either party.

14.2 Consequences

14.2.1 If a Force Majeure event makes it impossible for either party (including Service Providers) to fulfil their contractual obligations, neither party shall be held liable for any resulting delays or failures in performance.

14.2.2 The affected party must:

Promptly notify the other party in writing regarding the Force Majeure event.
Take reasonable steps to mitigate any negative impact caused by the event.

14.3 Right to Cancel or Suspend Services

14.3.1 If a Force Majeure event persists for more than 7 days, either party may:

Cancel the affected services without incurring liability, except for payment of services already performed.
Suspend services until the Force Majeure event is resolved, subject to mutual agreement.

14.3.2 If services are cancelled due to Force Majeure, any pre-paid amounts for unperformed services may be refunded at Samyx’s discretion, minus applicable administrative or non-recoverable costs.

15. NON-SOLICITATION / DIRECT-HIRE PREVENTION

15.1 Restriction on Direct Hiring

The Client agrees not to directly employ, hire, or contract with any Service Provider introduced by Samyx for a period of twelve (12) months following the last service date, unless the engagement occurs through the Samyx Platform.

15.2 Fee for Breach

15.2.1 If the Client violates this clause, they agree to pay Samyx an Introduction Fee of £1,800.00, in addition to any collection or legal taxes and costs incurred in enforcing this provision.

15.2.2 Samyx reserves the right to invoice immediately upon discovering the breach, and payment will be due within the standard invoicing terms.

15.3 Intent and Enforceability

15.3.1 This clause is designed to protect Samyx’s legitimate business interests by preventing circumvention after Samyx has invested in the recruitment, vetting, and introduction of the Service Provider and ensure fair compensation.

15.3.2 If any portion of this clause is deemed unenforceable, the scope shall be adjusted as minimally as possible to maintain the intended legal effect.

16. INSURANCE

16.1 General Insurance Coverage

Samyx may hold general liability insurance to cover administrative errors or booking-related issues. However, Samyx acts solely as an intermediary and does not provide direct insurance coverage for services performed by independent Service Providers.

16.2 Service Provider’s Insurance

16.2.1 Each Service Provider introduced via Samyx is expected to carry their own public liability insurance to cover any damages, losses, or claims arising during the execution of the service.

16.2.2 Service Providers are required to maintain a minimum insurance coverage of £1,000,000.00, ensuring adequate protection for potential claims related to their service performance.

16.3 Client Insurance Responsibilities

16.3.1 The Client should maintain appropriate property or contents insurance to cover potential risks associated with third-party services.

16.3.2 Clients acknowledge that Samyx is not responsible for verifying or enforcing individual insurance policies of Service Providers beyond initial onboarding requirements. If needed, Clients should request confirmation of insurance coverage directly from the assigned Service Provider.

17. LIMITATION OF LIABILITY

17.1 Scope and Disclaimer

17.1.1 Samyx acts solely as an administrative and booking agency, connecting Clients with independent Service Providers. Samyx is not a party to the on-site service contract, and all liability for service performance rests exclusively with the independent Service Provider.

17.1.2 Samyx does not guarantee specific outcomes or the suitability of any Service Provider beyond legal requirements.

17.1.3 Clients acknowledge that Samyx has no control over how services are performed and accepts no liability for execution, except where explicitly stated in these Terms.

17.2 Exclusions of Liability

17.2.1 Samyx shall not be liable for:

Indirect or consequential losses, including lost profits, revenue, or goodwill.
Damages resulting from the Client’s failure to disclose property hazards or pre-existing conditions.
Damage or injury caused by the Service Provider’s negligence or misconduct, except where liability cannot be excluded under applicable law.
Issues arising from the Client’s failure to follow post-service care recommendations.
Any damages or tax obligations resulting from the provision of services, as these remain solely the responsibility of the Client and the Service Provider.

17.2.2 If liability is established, Samyx’s total liability shall not exceed the Booking and Management Fees paid by the Client for the last fully paid service immediately preceding the claim, unless otherwise required by law.

17.3 Non-Excludable Liabilities

Nothing in these Terms excludes or limits Samyx’s liability for death or personal injury caused by negligence, fraud, or any matter for which exclusion of liability is prohibited by law.

17.4 Key Replacement or Locksmith Fees

If a Service Provider loses or damages the Client’s keys, the Service Provider is solely responsible for the cost of replacement or locksmith services. Samyx assumes no liability for lost, misplaced, or broken keys or any resulting inconvenience.

17.5 Alarm Systems Disclaimer

17.5.1 The Client is responsible for ensuring alarm systems are correctly managed before and after service completion.

17.5.2 Samyx and its Service Providers shall not be liable for:

Malfunctions, accidental triggering, or failure to disarm/reactivate security systems before or after service.
Security breaches due to an improperly managed alarm system.

17.6 Respectful Communication and Conduct

17.6.1 Clients must maintain respectful and professional communication with Samyx representatives and Service Providers. Any abusive, harassing, or offensive behaviour will not be tolerated.

17.6.2 If a Client engages in such behaviour, Samyx reserves the right to:

Terminate the contract immediately without refund.
Pursue legal action, including reporting to authorities.

17.7 Client Presence and Health and Safety Considerations

17.7.1 General Safety Advice
Clients and other occupants should remain at a safe distance from the service area and avoid exposure to cleaning or other type products, equipment, or hazardous materials.

17.7.2 Limitation of Liability
Samyx and the Service Provider shall not be liable for:

Adverse health reactions due to exposure to cleaning products or equipment.
Injuries sustained if the Client remains in the service area during work.
Claims related to exposure where the Client did not disclose known allergies or health conditions before service commencement.

17.7.3 Client Responsibility and Risk Acceptance
By booking a service, the Client accepts responsibility for potential allergic reactions and must disclose known allergies or sensitivities in advance.

17.7.4 Safe Working Environment

The Client agrees to:

Keep children, pets, and vulnerable individuals away from the service area.
Remove obstacles or hazards that may interfere with service performance.
Ensure all necessary areas are accessible and safe for work.

17.8 Liability for Damage and Valuables

17.8.1 While Service Providers take care to avoid damage, accidental breakages may occur.

The Service Provider will attempt to replace the item with an equivalent alternative, but this cannot be guaranteed.
Clients should store irreplaceable valuables away from the cleaning area.

17.8.2 Liability for Pre-Existing and Hidden Damage
The Client acknowledges that pre-existing defects may become visible after cleaning. Samyx and the Service Provider shall not be liable for:

Damage previously concealed by dirt, grease, or substances.
Wear and tear of surfaces, flooring, or fixtures.
Deterioration of aged or poorly maintained items.

17.8.3 Samyx and the Service Provider accept no liability for:

Damage to items not expressly disclosed as fragile or requiring special care.
Wear and tear or deterioration of aged or improperly maintained items.
Damage arising from pre-existing defects revealed during cleaning.
Appliance failure occurring during normal use by the Service Provider.

17.8.4 Damage Claims and Resolution

Clients must report damage claims within 24 hours of service completion, with photographic evidence or a third-party inspection report where applicable.
Samyx will facilitate discussions between the Client and the Service Provider but does not assume liability for damages.

17.9 Liability for Missing or Misplaced Items

17.9.1 Clients are responsible for securing valuables before service.

17.9.2 Samyx is not liable for:

Loss, misplacement, or disappearance of money, jewellery, or valuables.
Claims related to missing items unless supported by clear and verifiable evidence.

17.9.3 In reported cases of missing items, Samyx will:

Assist in reviewing the matter.
Cooperate with law enforcement if necessary.
Not assume financial responsibility or offer compensation.

17.10 Call Recordings and Dispute Resolution

17.10.1 To ensure quality control and dispute resolution, Samyx may record all incoming and outgoing calls.

17.10.2 By using Samyx’s services, the Client consents to these recordings being used as evidence in case of disputes.

17.11 Third-Party Rights Exclusion

For the avoidance of doubt, Samyx shall have no liability for claims brought by any third party arising from the performance of services by the Service Provider. Any contractual obligations exist solely between the Client and the Service Provider, as facilitated by Samyx.

17.12 Odours After Cleaning

Samyx is not liable for any odours arising after cleaning due to lack of ventilation, heating, or pre-existing conditions.

17.13 Non-Satisfactory Service Result Due to Client or Third-Party Actions

Samyx shall not be held responsible for unsatisfactory results caused by:

Walking on wet floors or tampering with treated surfaces.
Premature use of cleaned appliances.
Any other Client or third-party actions that impact the final service quality.

Clients must follow post-service care recommendations to maintain optimal results.

17.14 No Guarantee of Subjective Cleaning Standards

17.14.1 Samyx does not guarantee that a Client’s personal expectations regarding cleaning standards will be met.

17.14.2 Service Providers perform services with reasonable skill and care, but perceptions of “cleanliness” are subjective.

17.14.3 Dissatisfaction based solely on personal preferences or unstated expectations does not constitute grounds for liability, refunds, or compensation.

18. DATA PROTECTION AND PRIVACY

18.1 Compliance

Samyx processes personal data in accordance with its Privacy Policy and relevant data protection laws (e.g., UK GDPR).

18.2 Usage of Data

18.2.1 Data collected is used to facilitate bookings, manage accounts, and provide customer service.

18.2.2 Samyx may share necessary details (e.g., address, contact info) with the assigned Service Provider to fulfil the booking.

18.3 Storage and Retention

Samyx retains personal data as required for legal, accounting, or operational purposes.

18.4 Client’s Rights

Clients have the right to request access, correction, or deletion of their personal data as outlined in Samyx’s Privacy Policy.

18.5 Photography for Service Verification

The Client hereby grants permission to the Company and the Service Provider to take photographic evidence within the property both before and after the service to document the condition of the property prior to the commencement of the cleaning service and to verify its completion. These images may be used solely for internal documentation, dispute resolution, and quality assurance purposes. The Service Provider shall ensure that any photographs taken respect the Client’s privacy and do not include personally identifiable or sensitive information.

19. GOVERNING LAW AND JURISDICTION

19.1 Governing Law

These Terms are governed by and construed under the laws of England and Wales.

19.2 Jurisdiction

Samyx operates exclusively within the United Kingdom, primarily in London. Any disputes arising under or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

20. ENTIRE AGREEMENT

20.1 Entire Understanding

These Terms, along with any documents explicitly referred to herein, constitute the entire agreement between the parties and supersede prior understandings or communications.

20.2 No Reliance

No statement not contained herein forms part of these Terms unless incorporated by reference.

21. SEVERABILITY

21.1 Partial Invalidity

If any provision of these Terms is determined by a court to be invalid or unenforceable, it shall be severed, and the remainder shall remain in full effect.

23. NO THIRD-PARTY RIGHTS

23.1 Exclusion of Third Parties

Except for the Service Provider—who is bound through Samyx’s authorization—no third party has any rights to enforce any part of these Terms under the Contracts (Rights of Third Parties) Act 1999.

24. NOTICES

24.1 Form and Delivery

Any notice under these Terms must be in writing, sent by email or postal mail to the address or email last provided by each party.

24.2 Receipt

Notices by email are deemed received on the next working day after transmission. Postal notices are deemed received 3 working days after posting, if sent first-class.

24.3 Primary Communication

Samyx considers email the primary and official method of communication. The Company shall not be responsible for unread emails, emails filtered into spam or junk folders, or any failure of the Client to check their registered email account.

24.4 Alternative Communication Channels

Samyx may use alternative communication channels, including but not limited to social media, WhatsApp, Viber, SMS, and other messaging platforms, for convenience and supplementary communication. However, these channels are not considered official, and Samyx shall not be responsible for any unread, delayed, or missed messages sent via such platforms.

Service Terms & Conditions