Customer information

Customer service terms

Last updated 3 August 2026

These terms apply when Four Property Services Group Ltd supplies cleaning, maintenance, decorating, property preparation or improvement services. Your written quote and any agreed scope of work form part of the contract. If the quote conflicts with these terms, the quote takes priority for that job.

1. Quotes and bookings

An enquiry is not a confirmed booking. We will confirm the work, price, timing and any assumptions in writing. A contract begins when you accept our quote in writing and we confirm the booking. Quotes are normally valid for the period stated on them and may be revised if the information supplied is incomplete or inaccurate.

2. Scope and additional work

Our price is based on the agreed scope and the property condition described or observed when quoting. Work outside that scope, including hidden defects or materially different conditions, will not be charged without your approval. Where practical, we will explain the issue, price and likely effect on timing before proceeding. Emergency work needed to prevent immediate danger or serious damage will be handled reasonably and discussed with you as soon as possible.

3. Deposits, invoices and payment

Any deposit, staged payment or payment deadline will be shown on the quote or invoice. Unless otherwise agreed, the balance is due when the work is completed. You must raise any genuine invoice query promptly. We may pause or postpone work if an agreed payment is overdue, provided we give reasonable notice.

4. Consumer cancellation rights

If you are a consumer and the contract is agreed online, by telephone or away from our business premises, you will usually have 14 days from the day after the contract is made to cancel without giving a reason. You may cancel by emailing hello@fourpropertyservices.com or making another clear statement.

If you ask us to begin during the cancellation period, you agree that we may start before it ends. If you then cancel after work has begun, you may have to pay a proportionate amount for work properly supplied up to cancellation. If the service has been fully performed after your express request and acknowledgement, your cancellation right may end. These provisions do not affect your statutory rights.

5. Other cancellations and rescheduling

Outside any statutory cancellation right, please give as much notice as possible. If you cancel or postpone, we may recover reasonable direct losses that cannot be avoided, such as non-refundable materials, specialist bookings or labour already committed. We will take reasonable steps to reduce those losses and will not impose a disproportionate penalty. Any applicable charge will be explained.

If we need to change a booking, we will contact you promptly and offer a reasonable alternative. If we cannot provide the agreed service within a reasonable time, you may cancel the affected work and receive an appropriate refund for services not supplied.

6. Access and customer responsibilities

You must provide safe and timely access, accurate property information, working utilities where reasonably required, and any permissions needed for the work. Please identify known hazards, fragile or valuable items, alarms, parking restrictions and special surfaces or materials before we begin. Delays or extra costs caused by unavailable access or information may be added only where reasonable and explained to you.

7. Keys and security

Keys, entry codes and alarm information will be used only for the agreed purpose and shared only with people who need them to complete the work. Unless otherwise agreed, keys will be returned using the method confirmed with you. We are not responsible for delay caused by incorrect access information or a failure to arrange access.

8. Cleaning services

Please remove cash, jewellery, medicines, important documents and unusually fragile items. Cleaning results depend on condition, age, material and previous treatment. We cannot promise that every stain, mark, odour or permanent defect can be removed. We will use reasonable care and suitable methods, but pre-existing wear, damage, discolouration and deterioration are not caused by the service.

9. Maintenance, decorating and improvements

Some defects or additional requirements only become apparent after work begins. We will tell you if this changes the recommended work, cost or timescale and seek approval before carrying out chargeable extras. Colour and material matches may vary where existing finishes are aged, discontinued or affected by light and wear.

10. Subcontractors

We may use suitable cleaners, tradespeople and subcontractors to deliver all or part of the service. Four Property Services Group Ltd remains your point of contact and responsible for managing the agreed work.

11. Standard of service and concerns

We will provide services with reasonable care and skill. Please inspect the work when reasonably possible and tell us promptly if something is incomplete, damaged or below the agreed standard. Give us a reasonable opportunity to inspect and, where appropriate, repeat or correct the work. Nothing in these terms limits the remedies available to consumers under law.

12. Damage and liability

Please report alleged loss or damage promptly with reasonable supporting information. We are responsible for foreseeable loss or damage caused by our failure to use reasonable care and skill or by our breach of contract. We are not responsible for pre-existing damage, normal wear, inherent defects, or loss caused by inaccurate instructions or unsafe conditions outside our control.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability that cannot lawfully be excluded. If you are a business customer, any additional commercial limits stated clearly in the accepted quote will also apply.

13. Events outside reasonable control

Neither party will be responsible for delay caused by events they could not reasonably control. We will tell you about a material delay, take reasonable steps to reduce its effect and rearrange the work where possible.

14. Complaints

Please email hello@fourpropertyservices.com with your name, property, job date and details of the issue. We will acknowledge the complaint and aim to provide a substantive response within 14 days. If we need longer to investigate, we will explain why and keep you updated.

15. Law and statutory rights

These terms are governed by the laws of England and Wales. Consumers retain any mandatory rights and may bring proceedings in the courts available to them under applicable law. If any term is found unenforceable, the remaining terms continue to apply.