Terms & Conditions


Supply and provision of cleaning and support services by ECE Group Services Limited is subject to the following standard terms and conditions:

We reserve the right to update or amend these terms at any time without notice. An up to date version will be published on our website.


In these terms and conditions:

“The Company” means ECE Group Services Limited and/or any partners acting on behalf of ECE Group Services Limited.

“The Customer” means the person, firm or organisation (together with any subsidiary or associated companies as defined by the Companies Act 1985) requesting a credit account or services supplied by the Company.

“The Service” means the cleaning services carried out on behalf of the Company.


a) These Terms and Conditions represent a contract between the Company and the Customer.

b) The Customer agrees that any use of the Company’s services, including placing an order for services by telephone, email or website forms shall constitute the Customers acceptance of these Terms and Conditions.

c) Unless otherwise agreed in writing these Terms and Conditions shall prevail over any other terms of business or purchase conditions put forward by the Customer.

d) No variation or alteration of these Terms and Conditions shall be valid unless approved in writing by a director of the Company.

e) The Company operates a minimum call out charge of 2 hours per service visit.


a) Standard payment terms for customers with agreed credit terms are strictly 30 Days from date of invoice.

Orders from customers who do not have an agreed credit account will only be accepted against prepayment in full by BACS, cheque or credit /debit card.

Any extension of time to pay shall not be effective unless agreed to in writing by the Company. Amounts may not be withheld or delayed by the Customer without written agreement of the Company.

b) The Company reserves the right to charge interest on a daily basis from the date payment is due until the date payment is received. Under the Better Payment Practice Code the basis of the interest will be 8% above The Bank of England’s Base Rate.

c) All costs incurred in recovering overdue debts including, without limitation, legal expenses will be added to the debt and be payable by the Customer.

d) The Company may terminate this Agreement and/or withhold further services in the event of amounts payable being overdue, breach of any of these Terms and Conditions of Supply or any other reason which at the discretion of the Company warrants such action.

e) Deposit and Proforma invoices are non-refundable, but in exceptional circumstances may be traded for other services at the Company’s discretion.

f) Unless otherwise expressly stated, all prices shall be in Pounds Sterling and shall be exclusive of VAT and other duties.

g) We shall invoice at the end of a project dependent on the agreed terms.

h) All prices are Net and no settlement discount is allowed. All accounts are payable no later than 30 (Thirty) days from date or invoice unless otherwise agreed by The Company in writing. Note that the payment terms are required whether you have signed off on the works satisfaction or not.

i) After the 30 day payment period has passed all further work for the Customer will cease.

j) All quotations offered by the Company are deemed valid for a period of 30 (Thirty) days, after which time we reserve the right to revise the said quotation.

k) The Company provides services on a one-off and retainer basis.

l) Any additional work requested by the Customer that isn’t covered in the original brief will be quoted for separately and added to the original invoice.

m) The Company’s prices are reviewed each year and adjusted in-line with inflation, minimum wage/tax increases or any reasonable circumstances.


a) Cleaning materials and equipment are in general provided by the Company. If the Customer requires the Company, to use the Customers materials and equipment they must be safe to use and operate, in full working order and must not require any specialist skills to be used for the purpose of cleaning.

b) If the Customer has equipment that is complicated to operate, the Customer must provide relevant training and detailed instructions to the Cleaner.

c) If the Customer requires the Cleaner to use the Customers own materials and equipment the Company cannot accept any liability should anything go wrong with either the materials and equipment or the outcome of using it.

d) The Company shall provide the customer with all details required prior to services commencing, to include Quotation, Safe Systems of Work, Insurance details, Training records and competency. On completion of the services the Company will a provide report and sign off, all additional services and remedial works will be identified within the report and quotations and solutions will be provided.


a) The Customer must provide the Company with the relevant Invoice and Purchase Order numbers for the services agreed.

b) No refund claims will be given once the cleaning service has been carried out. If for any reason the Customer is dissatisfied with any part of the service, they must notify the Company within 24 hours and this will be rectified.

c) Refunds will be issued only if the Customer has cancelled a cleaning service visit within the allowed time (24 hours) prior to commencing the cleaning service, and a payment has been already received by the Company from the Customer. If costs are incurred by the Company prior to Customer cancellation, then the Company will be able to Invoice the Customer accordingly – these situations usually occur when involving Hired in Plant, Permits to Work, and Technical services.

d) Refunds will be issued if the Company cleaner does not attend a cleaning service visit, payment for which has been already received by the Company from the Customer.


The Customer agrees to pay the full quoted price of the cleaning service visit to the Company, if:

a) The Customer cancels or changes the date/time less than 24 hours prior to the scheduled service visit. The Company will do its best to accommodate the Customer with any last-minute changes. Please note that the Company cannot guarantee that the same cleaner will be available on the new day and at the time the Customer requires. Any changes in the cleaning services schedule are subject to availability.

b) The Customer fails to provide access to their service premises thus preventing the Company from carrying out the scheduled service visit.

c) If there is a problem with the Customers works permits, fobs/keys and the Company’s cleaner cannot carry out the scheduled service visit. If fobs/keys are provided they must open all locks without any special efforts or skills.

d) The Company’s cleaners work on any day of the week including Bank Holidays and Sundays. If the Customers cleaning service visit is due on a Bank Holiday/Sunday and the Customer hasn’t called or e-mailed the Company to cancel the visit 24 hours prior to the start of the cleaning service visit, then the Customer agrees to pay the agreed costs, regardless of whether the cleaner has carried out their scheduled service visit or not.


Any other exceptions must be agreed in writing with either the Customer Service Manager or the Services Department.

All correspondence and enquiries should be addressed to: ECE Group Services Limited. Hillcrest House, 51 Woodcote Road, Wallington, Surrey. SM6 0LT


a) Claims for any damage caused during the service visit must be notified to the Company at the time of the service delivery or, if the service visit is not so inspected, immediately upon completion, it must be inspected the following day, and in both cases confirmed to the Company in writing within 5 days of the service visit completion. Written notice of claims for non-service delivery must be given to the Company within 14 days of the invoice date. On no account will claims be considered if notified outside these periods.

b) Subject to the foregoing provisions of this clause the Company will not in any circumstances be liable to the Customer or any successor or assignee of the Customer in respect of any loss of whatsoever nature occurring to the Customer arising from the supply of service visits or from non-delivery of service visits, delayed service delivery, damage to or loss of the Customers property owing to any act or omission by the Company (including negligence) or any cause not within the Company’s control including (without limitation) fire, flood, accident, strike, riot, lock-out, trade dispute, industrial action, terrorism, nuclear accident, war, insurrection, act or restraint of Government.

c) The Company shall not be liable under any circumstances for any loss, expense, damage, delay, costs & compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Customer arising from or in any way connected with – i) A service visit not completed due to the lack of hot water or electricity. ii) Third party entering or present at the Customers premises during the service visit delivery.

d) The Company shall not be held liable for any existing damage to the Customers property in the form of old stains/burns/spillages/weathering etc. which cannot be cleaned/removed completely by the cleaner during the service visit.

e) The Company’s public liability insurance will cover damages caused by a cleaner working on behalf of the Company up to £10,000,000. In order to keep our prices competitive all claims are subject to an excess of £500.00 payable by the Customer. Whilst the Company’s Cleaners make every effort not to damage or break items, accidents do happen. Identical replacements are always attempted but not guaranteed. For this specific reason, the Company requests all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and /or not cleaned by the cleaner during the service visit.

f) The Customer agrees that due to the nature of the service visits the Company guarantees only to correct any problems reported within 24 hours of the service visit completion. If a problem occurs on a Saturday it must be reported by Monday 12:00 in order to be accepted as a valid claim. The Company may require entry to the Customers premises within 24 hours to rectify the service issue.

g) The Company shall not be responsible for damage to the Customers property due to faulty and/or improper installation of any item by others. All surfaces (i.e., marble, granite, etc.) are assumed sealed and ready to clean without causing harm.

h) By accepting delivery of the service visit from the Company the Customer acknowledges receipt and thereby agrees to be bound by these terms and conditions and further acknowledges that these terms and conditions comprise the only terms and conditions which services are supplied and that they shall not, and shall not be deemed to be, altered or varied to any extent by any previous correspondence between the Company and the Customer or by provision by the Customer to the Company or any other terms and conditions in respect of the Company’s services.

i) The Customer accepts that verification of claims and supporting documentation should be made prior to purchase of the services and no purchase should be made until the Customer is entirely satisfied.


a) This Agreement shall terminate if an order is made for bankruptcy of or an effective resolution is passed for the winding-up of the Customer or if the Customer being a Company is unable to pay its debts within the meaning of Section 123 of the insolvency Act 1986 or any statutory re-enactment or modification thereof, or makes a composition with creditors or if a supervisor, receiver, administrator, administrative receiver or other encumbrancer takes possession of or is appointed over the whole or any part of the assets of the Customer.

b) The Company reserves the right to terminate this Agreement with the Customer at any time if trading terms and conditions are violated by the Customer.

c) Termination of this Agreement shall not affect any rights or obligations of the parties hereto arising prior to such termination

d) The Customer may terminate this contract by giving 90 days prior notice in writing once the initial contracted term (12 months) has ended.

e) If the Customer wishes to terminate the contract within the initial contracted term (12 months), The Customer must pay the outstanding balance for the remainder of the contract.

f) The Customer agrees to pay a cancellation fee equivalent to 90 days service if: 1) No notice is given by the Customer. 2) The Customer provides a termination of notice less than 90 days.

g) Prior to termination of the Contract, the Client is obliged to provide details of any incoming contractor for the purposes of compliance with the Transfer of Undertaking (Protection of Employment) Regulations 2006

9. LAW

These terms and conditions will be governed by and construed in accordance with English law, and any disputes relating to these terms and conditions will be subject to the exclusive jurisdiction of the courts of England and Wales.

ECE Group Services Limited.

Address: Hillcrest House, 51 Woodcote Road, Wallington, Surrey. SM6 0LT.

Telephone: 0203 757 7150

Email: info@ecegroup.co.uk


Company Registration Number: 08070950

VAT Registration Number: 138891570