Last updated: 11 October 2026
These terms explain how Zender Integrated Services Limited provides cleaning services. Please read them before booking. They apply alongside the service details and price confirmed in your booking.
1. About Us
Business name: Zender Integrated Services Limited
Address: 20, Cobbie Wood, Dundee, DD4 9RQ
Email: info@zenderintegratedservices.co.uk
Telephone: 07771 081262
In these terms, “we”, “us” and “our” refer to Zender Integrated Services Limited. “You” refers to the customer booking our services.
2. Services and Coverage
We provide the cleaning services confirmed in your booking, which may include domestic, office, commercial, communal area, end of tenancy, carpet, window and pressure washing services.
Our service areas include Dundee, Perth, Blairgowrie, St Andrews, Aberdeen and Arbroath. Availability depends on your location, the work required and our schedule.
Specialist tasks and additional services are included only where expressly agreed.
3. Quotes and Booking Confirmation
An enquiry or quote request does not automatically create a booking.
Before you commit, we will confirm the service scope, price or pricing basis, appointment arrangements and any applicable payment or cancellation conditions. A booking becomes binding when you accept those details and we confirm acceptance in writing.
Please provide accurate information about the property’s size, condition, access and cleaning requirements. Where an initial estimate depends on information that cannot be verified until inspection, we will explain this.
If the work differs materially from the information supplied, we will discuss any proposed changes to the scope or price before carrying out additional work.
4. Prices and Payment
Prices are quoted in pounds sterling. Consumer prices will include applicable VAT and unavoidable charges.
Your booking confirmation will state when payment is due, the accepted payment methods and whether a deposit is required.
Additional work requires your agreement. We will not add services or charges without your approval.
Any deposit will be treated as part-payment towards the service. Refunds and deductions will follow these terms and your applicable legal rights.
5. Your Responsibilities
Please:
Ensure you have authority to arrange cleaning at the property.
Provide safe access at the agreed time.
Tell us about access restrictions, alarms, parking and building rules.
Identify delicate surfaces, existing damage and special care instructions.
Secure valuables and confidential documents.
Keep children and pets away from active cleaning areas.
Provide agreed utilities, such as water and electricity, where required.
Complete any preparation discussed before your appointment.
We will explain preparation requirements in advance. Heavy furniture, hazardous materials and specialist equipment are not moved or handled unless separately agreed and suitable.
6. Access, Keys and Security
Access arrangements must be agreed before the appointment. If you provide keys or entry codes, we will use them only for authorised service purposes and agree on their return or handling.
Please tell us promptly if access details change.
If we cannot enter the property, we will try to contact you. Any charge for a missed appointment must have been disclosed before booking and must reasonably reflect the resulting loss, taking account of costs saved or replacement work obtained. Your statutory cancellation rights remain unaffected.
7. Appointments and Delays
We will confirm an appointment time or arrival window. Please allow enough time for the agreed cleaning before a property inspection, handover or event.
If we expect a significant delay, we will contact you as soon as reasonably possible. Where an appointment cannot proceed, we will discuss rescheduling or an appropriate refund for services not provided.
8. Changes and Cancellations
Contact us as soon as possible if you need to cancel or rearrange a booking.
Any cancellation fee or notice requirement will be explained before you book. Charges must be fair and proportionate to our actual loss, taking account of costs saved and our ability to rebook the appointment.
If we cancel and cannot agree on a suitable alternative, we will refund payments for the service not provided.
These arrangements do not override statutory cancellation rights.
9. Consumer Cooling-Off Rights
If you book as a consumer online, by telephone or away from our business premises, you will normally have a statutory right to cancel within 14 days after the day the contract is made, subject to applicable legal exceptions.
You can cancel by sending us a clear statement by email, post or telephone. You may use the cancellation form at the end of these terms, but you do not have to.
If you want cleaning to begin during the cancellation period, we will obtain your express request before starting. If you then cancel after work has begun, you may need to pay a proportionate amount for the service supplied, where the legal requirements for that payment have been met.
You lose the cancellation right once the service has been fully performed only where you expressly requested early performance and acknowledged in advance that full performance would end that right.
Where a refund is due following statutory cancellation, we will issue it within the legally required period, normally within 14 days of receiving your cancellation notice, using the original payment method unless otherwise agreed.
10. Cleaning Standards and Results
We will provide services with reasonable care and skill and follow the agreed cleaning scope.
Results depend on surface condition, material, age and previous treatment. Some stains, discolouration, odours, scratches and wear may remain. We will explain foreseeable limitations where reasonably identifiable.
Cleaning does not include repairing damage, replacing materials or restoring worn surfaces unless separately agreed.
11. Service-Specific Conditions
End of Tenancy Cleaning
Please share any landlord or letting agent checklist before booking. The agreed cleaning scope determines what is included.
We do not guarantee the return of a tenancy deposit. Deposit decisions may involve damage, rent, inventory issues and other matters outside the cleaning service.
Carpet Cleaning
Cleaning suitability and drying times depend on carpet material, condition, the method used and ventilation. Follow the aftercare advice provided.
Complete stain removal cannot be guaranteed. Please disclose previous treatments and known carpet damage.
Window Cleaning
Work is subject to suitable access and safe working conditions. Upper-floor, specialist or difficult-to-reach windows require assessment and express agreement.
Surface cleaning cannot repair scratches, damaged seals or marks trapped within double glazing.
Pressure Washing
We will assess surface suitability before cleaning. Tell us about loose paving, damaged joints, coatings and existing defects.
Re-sanding, sealing, repairs and specialist treatments are included only if agreed. Some ingrained stains or weathering may remain.
Communal and Commercial Cleaning
Please identify authorised access arrangements, restricted areas and site procedures. Specialist sanitation, hazardous waste removal and industrial cleaning are excluded unless expressly agreed.
12. Safety and Unsuitable Conditions
We may pause or decline work where conditions present an unreasonable risk, including unsafe access, exposed electrical hazards, dangerous materials or threatening behaviour.
We will explain the concern and discuss whether the work can safely proceed or be rearranged.
Any payment adjustment will reflect the work properly completed, the circumstances and applicable legal rights. A safety-related cancellation does not automatically make the full booking price payable.
13. Feedback and Complaints
If you are unhappy with the service, contact us with your booking details and a description of the issue. Photos may help us investigate.
Please report concerns promptly so we can assess them, but no short reporting deadline removes your statutory rights.
Where the service falls below the required standard, we will discuss an appropriate remedy. Consumer remedies may include repeat performance at no additional cost or a price reduction where applicable.
14. Damage and Liability
Please tell us promptly about any damage you believe occurred during cleaning. We will investigate and discuss an appropriate resolution where we are responsible.
We are responsible for foreseeable loss or damage caused by our breach of contract or failure to use reasonable care and skill.
We do not exclude or limit liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or anything else that cannot lawfully be excluded.
Existing damage and unrelated wear are not automatically our responsibility. However, this does not excuse damage caused by our own negligence.
Nothing in these terms removes your statutory consumer rights.
15. Recurring and Business Arrangements
For recurring cleaning, we will confirm the service frequency, payment arrangements and how either party may end the arrangement.
Any proposed change to price or scope will be communicated in advance and agreed before it takes effect.
For business customers, separate written service agreements may include additional terms. Those terms must be supplied and agreed before the relevant contract begins.
16. Personal Information and Photographs
We handle personal information in accordance with our Privacy Policy.
Any photographs taken to assess or document work will be handled for the agreed purpose. Using identifiable customer feedback or property photographs for marketing requires appropriate permission.
17. Events Outside Our Reasonable Control
Severe weather, transport disruption or utility failure may affect an appointment. We will notify you, take reasonable steps to reduce disruption and discuss alternatives.
If the service cannot be provided within an acceptable timeframe, we will discuss cancellation and refund payments for work not supplied, subject to applicable rights.
18. Website Information
Website descriptions provide general service information. Your booking confirmation sets out the particular service agreed with you.
We will not use this clause to disregard information or promises that are legally binding.
19. Changes to These Terms
Updated terms will apply to future bookings. The version agreed when your booking was made will continue to apply unless a change is lawfully required or agreed with you.
20. Governing Law
These terms are governed by Scots law.
Consumers retain any mandatory protections and rights to bring proceedings in the courts available to them under applicable law. Nothing in this clause restricts those rights.
21. Contact Us
For booking questions, cancellations or complaints:
Email: info@zenderintegratedservices.co.uk
Telephone: 07771 081262
Post: Zender Integrated Services Limited, 20, Cobbie Wood, Dundee, DD4 9RQ
Model Cancellation Form
Complete and return this form only if you wish to cancel your contract.
To: Zender Integrated Services Limited, 20, Cobbie Wood, Dundee, DD4 9RQ
Email: info@zenderintegratedservices.co.uk
I/We hereby give notice that I/We cancel my/our contract for the following service:
Service: ______________________________
Booking or contract date: ______________________________
Customer name: ______________________________
Customer address: ______________________________
Booking reference, if available: ______________________________
Signature, only if submitting on paper: ______________________________
Date: ______________________________