Please read these Website Terms and Conditions of Use carefully before using firstmaid.co.uk.
These Terms govern your use of the FirstMaid website and your relationship with Firstly Limited when you request cleaning services or apply to provide cleaning services through us. By using the Website or making a booking or application, you agree to these Terms. If you do not agree to them, you should not use the Website or our booking services.
We, us, our: Firstly Limited, registered in England and Wales under company number 10556806.
Registered Office: Top Floor, 108 Bradshawgate, Leigh, United Kingdom, WN7 4NP.
Email: hello@firstmaid.co.uk
Website: firstmaid.co.uk
Cleaner: a person seeking to provide or providing Cleaning Services.
Client: a person requesting Cleaning Services.
Cleaning Services: domestic cleaning and associated specialist cleaning services agreed for a booking.
Registered User: a Client or Cleaner registered to use the Website.
Where a Client engages a Cleaner to perform Cleaning Services, the agreement for those Cleaning Services is between the Client and the Cleaner. Firstly Limited facilitates bookings, communications and payment processing but is not a party to that cleaning contract unless expressly stated otherwise.
Nothing in these Terms is intended by itself to create an employment relationship or partnership between Firstly Limited and a Cleaner, or between a Client and a Cleaner. The legal status of each relationship will depend on the actual circumstances and applicable law.
To register or use services that require an account, you must provide true, accurate, current and complete information and keep that information up to date. You must be legally capable of entering into a binding contract and be at least 18 years old.
We may suspend or terminate access where information supplied is materially inaccurate, where these Terms are breached, or where continued access may reasonably create a risk to users, the Website or our business.
Registration information may be used to administer your account, arrange Cleaning Services and facilitate communications connected with a booking. Relevant information may be shared between a Client and a Cleaner where reasonably necessary to arrange or perform Cleaning Services.
Our handling of personal information is governed by our Privacy Policy. Marketing communications will only be sent where permitted by applicable law, and you can opt out of marketing at any time.
Cleaners must keep their contact details and availability reasonably up to date, monitor the contact details supplied to us, and respond promptly to booking-related communications.
Cleaning Services must be carried out with reasonable care and skill. Cleaners should arrive at the agreed time or notify the Client as soon as reasonably possible if delayed or unable to attend. Information obtained about Clients in connection with a booking must be treated confidentially and used only as necessary to provide the Cleaning Services.
Requesting Cleaning Services. Clients must provide accurate information about the property, location, requested services, access arrangements and any relevant requirements. Clients must provide a reasonably safe working environment, access to water and electricity where required, and safe equipment or products where the Cleaner has been asked to use the Client’s own items.
The price and scope shown in the accepted quote or booking confirmation apply to the booking. Material changes to the scope may require a revised price or additional time. Parking charges or additional access/waiting time may be charged where this has been disclosed or agreed as part of the booking.
Providing Cleaning Services. Cleaner applications are subject to our onboarding process. We do not guarantee that work will be available or that every booking request will be accepted.
Cancellations. The cancellation terms and any applicable charge shown during booking or in the accepted quote will apply. Any cancellation charge must be reasonable and consistent with applicable consumer law.
Fees and any deposit or card-verification amount will be shown in the quote or booking process before the Client confirms the booking. Payments are processed using the payment method or secure payment platform made available for the booking.
Where a balance remains after a deposit, it may be collected on or after the cleaning visit in accordance with the accepted quote or booking confirmation. If a Client raises a genuine concern about Cleaning Services, we may review the circumstances and, where appropriate, arrange a remedy or refund in accordance with the booking terms and applicable consumer law.
If a concern arises, Clients and Cleaners should first try to resolve it promptly and reasonably. A Client should report a problem as soon as reasonably possible so that the Cleaner or FirstMaid has an opportunity to review it and, where appropriate, put it right.
Nothing in these Terms affects any statutory rights or remedies available to a consumer.
Clients and Cleaners are responsible for taking reasonable precautions for their own safety. Clients must disclose relevant hazards at the property and provide a reasonably safe environment for the Cleaning Services.
Users must not knowingly provide false or misleading information that could put another person at risk.
Availability. We aim to keep the Website available, but access may occasionally be interrupted for maintenance, technical issues or circumstances outside our reasonable control.
Prohibited uses. You must not use the Website unlawfully or fraudulently, interfere with its operation, attempt unauthorised access, misuse another person’s information, or reproduce or resell Website content without permission where permission is required.
Copyright. Website content is protected by applicable intellectual-property law. You may use it for normal personal use of the Website but may not commercially reproduce or redistribute it without permission.
Website information. We take reasonable care to keep Website information accurate and up to date, but availability, prices and service information may change.
Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.
Nothing in these Terms excludes a consumer’s statutory rights, including the right for services supplied by a trader to be performed with reasonable care and skill where those rights apply.
Subject to those rights and mandatory legal obligations, we are not responsible for losses that were not reasonably foreseeable when the relevant contract was made or for losses not caused by a breach on our part.
Where a Client and Cleaner have been introduced through FirstMaid, they must not deliberately use that introduction to avoid agreed FirstMaid booking arrangements, fees or processes where a valid non-solicitation obligation has been clearly disclosed and agreed.
This clause does not prevent a relationship that arose independently of FirstMaid. Any restriction or remedy under this clause will apply only to the extent that it is reasonable and enforceable under applicable law.
When using the Website or booking services, you agree that we may communicate with you electronically, including by email, and by telephone where appropriate. Electronic communications may satisfy legal requirements for communications to be in writing where the law permits. This does not affect your statutory rights.
Notices to Firstly Limited may be sent using the contact details stated in these Terms or on the Website. We may send notices to the email or postal address you have provided to us. You are responsible for keeping your contact information reasonably up to date.
You may not transfer your rights or obligations under these Terms where doing so would materially affect a booking or another party without the necessary consent. Any substitution of a Cleaner must be lawful, appropriate for the Cleaning Services and communicated where reasonably required.
We will not be responsible for a failure or delay caused by events outside our reasonable control. Where such an event affects a booking, we will use reasonable efforts to communicate with affected users and, where practicable, arrange an alternative solution.
If we do not immediately enforce a provision of these Terms, that does not mean we have waived the right to enforce it later. A waiver of one breach does not automatically waive a later breach.
If any provision of these Terms is found by a competent authority or court to be invalid, unlawful or unenforceable, that provision will be treated as modified or removed only to the extent necessary. The remaining provisions will continue in effect.
These Terms, together with any booking confirmation, accepted quote and any document expressly incorporated into them, set out the agreement relating to the matters they cover. Nothing in this clause excludes liability for fraud or fraudulent misrepresentation or restricts rights that cannot legally be excluded.
We may update these Terms from time to time, for example to reflect changes to our services, Website, business processes or applicable law. The version in force when you make a booking will normally apply to that booking unless a change is required by law or is expressly agreed with you.
Material changes will be made available on the Website. We will not rely on a variation to remove or reduce rights that have already arisen under an existing consumer contract where the law does not permit us to do so.
These Terms and any non-contractual dispute or claim arising from them are governed by the law of England and Wales.
If you are a consumer, nothing in this clause deprives you of any mandatory protections or rights to bring proceedings that apply to you under applicable law. Otherwise, disputes are subject to the jurisdiction of the courts of England and Wales.
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