Last updated: August 2026

These Terms & Conditions apply to services provided by AdvanceFlex Ltd (Company No. 17387419), trading as AdvanceFlex Cleaning & Maintenance (“AdvanceFlex”, “we”, “us” or “our”).

Registered Office: 93 Sevenoaks Road, Cardiff, CF5 4QA
Registered in Wales

In these Terms, “Services” means any cleaning, property maintenance or other property-related services that we agree to provide.

By booking or instructing AdvanceFlex to provide Services, you agree to be bound by these Terms & Conditions. Please read them before confirming your booking. Nothing in these Terms affects your statutory rights as a consumer.

1. Our Services

AdvanceFlex provides cleaning, property maintenance and related property services.

The specific Services we will provide will be agreed with you when your booking is confirmed. Depending on the booking, this may include:

• the type and scope of work;

• the property or location;

• the date and/or frequency;

• the expected duration;

• the price, hourly rate or other pricing basis; and

• any specific requirements agreed with you.

Work requested outside the agreed Services may require additional time and may result in an additional charge. Where reasonably practicable, we will agree any additional chargeable work with you before carrying it out.

2. Bookings

Bookings may be made by telephone, WhatsApp, email, through our website, in person or by another method agreed with us.

Your booking confirmation will set out the main details of the Services agreed with you.

For recurring Services, we will confirm the usual frequency and service arrangements.

Service times are arranged in good faith. Occasionally, staff absence, emergencies, traffic, previous jobs taking longer than expected or other circumstances may require us to adjust an arrival time or service date.

Where this happens, we will make reasonable efforts to notify you as soon as possible.

3. Prices & Payment

The price, hourly rate or other pricing basis will be agreed with you before the Services begin.

Unless otherwise agreed, payment is due following completion of each Service.

Payment must be made using a payment method accepted by AdvanceFlex Ltd.

Where additional work or additional time is requested and agreed, additional charges may apply.

Where a price or expected duration has been based on information supplied by you, we may discuss a revised price if the property, its condition or the work required is materially different from what was described when the booking was made.

Where reasonably practicable, we will obtain your agreement before carrying out additional chargeable work.

4. Access to the Property

You are responsible for ensuring that we can safely access the property or work area at the agreed time.

Please tell us about any relevant:

• keys or access arrangements;

• entry codes;

• alarm systems;

• parking restrictions;

• access restrictions; or

• other circumstances affecting our ability to provide the Services.

Where keys, access codes or other security information are provided to us, we will take reasonable steps to keep them secure and use them only as necessary to provide the agreed Services.

If we cannot gain access at the arranged time because of circumstances within your control, the cancellation charge in Section 7 may apply.

5. Customer Responsibilities

You are responsible for providing a reasonably safe environment in which our team can work.

Please tell us before the Services begin about known hazards or circumstances that could reasonably affect the safety of our team or how the Services should be performed.

Where relevant, this includes:

• fragile, valuable or delicate items;

• damaged or unstable fixtures, fittings or surfaces;

• specialist or delicate surfaces;

• known electrical, plumbing or structural issues;

• pets or other animals;

• hazardous materials or substances; and

• any other relevant risks at the property.

We may refuse to begin, or may stop, Services if we reasonably believe conditions are unsafe or that continuing the work would create an unreasonable risk of injury or damage.

6. Products, Materials & Equipment

Where appropriate, AdvanceFlex may provide the products, materials and equipment needed to perform the agreed Services.

If you ask us to use products, materials or equipment supplied by you, please tell us about any relevant instructions, limitations or known defects.

We may decline to use anything we reasonably consider unsafe, defective or unsuitable.

For cleaning Services, please tell us in advance if any surface, item or material requires specialist products or treatment.

7. Scheduled Service Cancellations

We understand that plans sometimes change.

Please provide at least 48 hours' notice if you need to cancel or rearrange a scheduled Service.

Where less than 48 hours' notice is provided, we may charge up to 50% of the scheduled Service price, taking into account the circumstances and whether we are able to reallocate the booked time.

If we are unable to provide a scheduled Service, we will make reasonable efforts to notify you and, where appropriate, arrange an alternative date.

This cancellation policy relates to scheduled appointments and is separate from any statutory cancellation rights you may have when first entering into a consumer contract with us.

8. Consumer Cancellation Rights

If you are a consumer and enter into a contract with us at a distance — for example by telephone, WhatsApp, email or online — or in circumstances where statutory off-premises cancellation rights apply, you may have a legal right to cancel the contract during a 14-day cancellation period.

Where this right applies, we will provide you with the required cancellation information.

If you would like us to begin providing Services before the applicable 14-day cancellation period has ended, we may ask you to expressly confirm that you want the Services to begin early.

If Services have begun at your express request and you subsequently exercise your statutory right to cancel, you may be required to pay a proportionate amount for Services already provided, where permitted by law.

Where the Services have been fully performed during the cancellation period following the required request and acknowledgement from you, your statutory right to cancel that fully performed Service may end where permitted by law.

You can tell us that you wish to cancel by contacting us using the details in Section 18. Where required, we will also provide a standard cancellation form.

Nothing in these Terms restricts your statutory consumer rights.

9. Damage, Breakages & Pre-existing Conditions

We will exercise reasonable care and skill when providing our Services.

Please tell us before work begins about particularly fragile or valuable items, pre-existing damage and surfaces or materials requiring specialist treatment.

We will not be responsible for deterioration or damage caused by pre-existing defects, ordinary wear and tear, inherent weaknesses or circumstances outside our reasonable control.

If you believe we have caused damage, please tell us as soon as reasonably possible so that we can investigate.

Nothing in these Terms excludes or limits liability where it would be unlawful for us to do so.

10. Service Standards & Concerns

We want you to be satisfied with the Services you receive.

If you have a concern about a Service, please contact us as soon as reasonably possible and preferably within 48 hours of the Service.

Prompt notification gives us the best opportunity to investigate and, where appropriate, put the matter right.

Reporting a concern after 48 hours does not automatically prevent you from raising it and does not affect your statutory rights.

We will make reasonable efforts to investigate and resolve concerns fairly and promptly.

11. Recurring Services

You may request a change to or cancellation of a recurring Service arrangement by contacting us.

Any individual visit already scheduled within the 48-hour cancellation period may remain subject to Section 7.

We may suspend or end Services where there is:

• persistent non-payment;

• abusive, threatening, discriminatory or inappropriate behaviour towards our team;

• unsafe working conditions;

• repeated inability to gain agreed access;

• a serious or repeated breach of these Terms; or

• another reasonable circumstance that makes it unsafe or inappropriate for us to continue.

Where reasonably possible, we will discuss the issue with you before suspending or ending an ongoing arrangement.

12. Our Team

AdvanceFlex is responsible for deciding which appropriate member or members of our team provide the Services.

Although we aim to provide continuity where practical, we cannot guarantee that the same team member will attend every visit.

Customers must treat our team with dignity and respect. Abusive, threatening, discriminatory, harassing or otherwise inappropriate behaviour will not be accepted.

Our employees and workers must not be privately engaged to undertake work that would otherwise be supplied through AdvanceFlex without our prior written agreement.

13. Insurance

AdvanceFlex maintains appropriate business insurance for the Services it provides.

Details of relevant insurance may be provided where appropriate or reasonably requested.

Our insurance arrangements do not affect your statutory rights.

14. Events Outside Our Reasonable Control

We will not be responsible for delays or failure to provide a Service caused by circumstances outside our reasonable control.

These may include severe weather, significant travel disruption, emergencies, unexpected access problems or other events that could not reasonably have been avoided.

Where this happens, we will make reasonable efforts to contact you and rearrange the affected Service where appropriate.

15. Personal Information & Privacy

We process personal information in accordance with our Privacy Policy and applicable data protection law.

We may process information including your name, contact details, property information, access information, booking history and payment information where necessary to provide and administer our Services.

Keys, access codes and other property security information will be handled appropriately and used only where necessary for providing the Services.

Please see our Privacy Policy for further information.

16. Changes to These Terms

We may update these Terms & Conditions from time to time to reflect changes in our Services, business practices or legal requirements.

The Terms applying to a booking will normally be those provided or made available when the agreement is made.

For ongoing recurring Services, where a change materially affects your arrangement, we will take reasonable steps to notify you before the change takes effect.

17. Governing Law

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

If you are a consumer, you retain any rights you have under applicable consumer law regarding where legal proceedings may be brought.

18. Contact Us

If you have questions about these Terms, wish to raise a concern or want to exercise a cancellation right, please contact us:

AdvanceFlex Ltd
Trading as AdvanceFlex Cleaning & Maintenance

Company No.: 17387419
Registered Office: 93 Sevenoaks Road, Cardiff, CF5 4QA
Registered in: Wales

Telephone / WhatsApp: 07544 932 817
Email: info@advance-flex.com
Website: www.advance-flex.com