Terms & Conditions

1. Services Provided

Safe Sterile Solutions provides specialist cleaning, decontamination and environmental services, including but not limited to:

• Biohazard and trauma scene cleaning
• Crime scene and unattended death cleaning
• Bodily fluid and waste removal
• Sharps removal
• Drug den and contaminated property cleaning
• Hoarder and extreme cleans
• Mould removal and treatment
• Decontamination and sanitisation
• Odour treatment and removal
• Property restoration and remediation
• Void property and squat cleaning
• Commercial cleaning
• Deep cleaning
• Pest control
• Waste removal
• Emergency and out-of-hours call-outs
• Other specialist cleaning services agreed with the Client

Services will be carried out using appropriate procedures, equipment and personal protective equipment and, where applicable, in accordance with relevant UK legislation, regulations, guidance and industry best practice.

2. Quotations & Pricing

Quotations are based on the information, photographs and/or site conditions available to us at the time of quotation.

Where appropriate, quotations may be subject to a site assessment before work begins.

Quotes are normally valid for 14 days, unless otherwise stated.

The final price may change if additional contamination, waste, hazards, structural issues, access difficulties or other unforeseen circumstances are discovered once work has commenced.

We will discuss any significant additional costs with the Client wherever reasonably possible before proceeding.

Where immediate action is necessary to protect health, safety or prevent further contamination or damage, we may carry out necessary additional work and charge accordingly.

Additional charges may apply for emergency, out-of-hours, weekend or bank holiday call-outs.

Waste disposal, specialist equipment, additional labour and other third-party costs may be charged separately where these were not included within the original quotation.

3. Deposits & Payment Terms

A 30% deposit may be required to secure a booking.

For larger, specialist, high-risk or particularly expensive projects, Safe Sterile Solutions reserves the right to request a higher deposit or staged payments. The required amount will be confirmed within the quotation.

The deposit must be paid before work commences unless otherwise agreed in writing.

The remaining balance is due upon completion of the agreed works, unless alternative payment terms have been agreed in writing.

Commercial clients may be offered agreed credit terms, such as 14 or 30 days, subject to prior approval by Safe Sterile Solutions.

Emergency call-outs may require payment in full before attendance or immediately upon completion, depending on the circumstances.

Safe Sterile Solutions reserves the right to suspend or refuse further work where outstanding invoices remain unpaid.

The Client remains responsible for payment of all agreed charges, including any additional costs properly incurred in carrying out the work.

Deposits are not automatically refundable where a booking is cancelled after work has been scheduled and Safe Sterile Solutions has incurred costs, subject always to any applicable statutory consumer rights.

4. Bookings, Cancellations & Rescheduling

A booking is confirmed once the Client has accepted our quotation and/or Safe Sterile Solutions has confirmed the booking.

We ask for as much notice as possible if a booking needs to be cancelled or rearranged.

Cancellations made with less than 24 hours' notice may incur a cancellation charge where Safe Sterile Solutions has incurred costs or lost the opportunity to undertake other work.

For larger projects, specialist cleans or bookings requiring significant preparation, different cancellation terms may apply and will be stated in the quotation.

Emergency and out-of-hours bookings may have specific cancellation terms due to the nature of the service.

Where we need to cancel or reschedule a booking due to circumstances outside our reasonable control, we will make reasonable efforts to provide an alternative date.

5. Client Responsibilities & Property Access

The Client agrees to:

• Provide accurate and complete information about the property and the circumstances requiring cleaning.
• Inform Safe Sterile Solutions of any known hazards, contamination, sharps, chemicals, drugs, asbestos, pests, structural concerns or other risks before work begins.
• Provide safe and reasonable access to the property.
• Ensure utilities such as electricity and water are available where reasonably required to complete the work, unless otherwise agreed.
• Ensure children, pets and unauthorised persons remain away from the work area.
• Provide keys, access codes or other necessary access arrangements where applicable.

Failure to disclose known hazards may result in additional charges or the suspension of work.

6. Health, Safety & Right to Stop Work

The health and safety of our employees, contractors, clients and members of the public is a priority.

Safe Sterile Solutions reserves the right to stop, postpone or refuse work where:

• Conditions are considered unsafe.
• Previously undisclosed hazards are identified.
• There is a risk of exposure to dangerous substances or materials.
• Structural instability or other property risks are identified.
• Aggressive, threatening or abusive behaviour occurs.
• Safe working procedures cannot reasonably be followed.

Where work is stopped because of undisclosed hazards or unsafe conditions, additional attendance, assessment, equipment or labour costs may apply.

7. Waste Removal & Disposal

Waste identified as hazardous, clinical, biohazardous or otherwise regulated will be handled, packaged, transported and disposed of using appropriate procedures and in accordance with applicable UK legislation.

Waste disposal charges may be included within the quotation or charged separately where the quantity or nature of the waste differs from that originally anticipated.

Once items have been removed for disposal, they may not be recoverable.

The Client confirms that they have the legal authority to instruct us to remove and dispose of the relevant items and waste.

Safe Sterile Solutions will not remove items that we reasonably believe cannot legally be removed or disposed of.

8. Items, Contents & Property

Safe Sterile Solutions will take reasonable care when working within a property.

We are not responsible for pre-existing damage, deterioration, structural defects or damage caused by circumstances outside our reasonable control.

Some contaminated, porous or severely damaged materials may be impossible to safely clean and may require removal or disposal.

Where possible, we will discuss the removal or disposal of significant items with the Client before proceeding.

Items that are removed as part of an agreed cleaning or waste-removal service may not be recoverable once disposal has taken place.

9. Cleaning Results & Limitations

Specialist cleaning and restoration can involve conditions that cannot always be completely predicted before work begins.

Safe Sterile Solutions will make reasonable professional efforts to achieve the agreed cleaning or decontamination outcome. However:

• Some stains, odours, mould, contamination or damage may be permanent.
• Some materials may be unsuitable for cleaning and may require replacement or disposal.
• Hidden contamination may only become apparent once work has commenced.
• We cannot guarantee that every stain, odour or visible mark will be completely removed.

Where further specialist treatment is recommended, this will be discussed with the Client.

10. Pest Control

Where pest control services are provided:

• The Client must provide accurate information regarding the pest issue.
• The Client must follow any preparation, treatment and follow-up instructions provided.
• Results can depend upon the type and extent of infestation, the condition of the property and the Client's compliance with treatment instructions.

Additional treatments or visits may be recommended and may incur additional charges unless specifically included within the original quotation.

11. Emergency & Out-of-Hours Call-Outs

Safe Sterile Solutions provides emergency and out-of-hours services where available.

Emergency call-outs may be subject to additional charges.

Attendance does not necessarily mean that all required works can be completed during the initial visit.

An initial assessment may be required before a full quotation can be provided.

Where immediate containment, cleaning or decontamination is required, necessary works may be undertaken with the Client's agreement.

Emergency work may be subject to payment in advance or payment immediately upon completion.

12. Commercial Cleaning

For commercial cleaning contracts:

The agreed scope of work, frequency, pricing and payment terms will be confirmed in writing.

Any additional work outside the agreed specification may incur additional charges.

Commercial clients must provide reasonable access and notify us of any relevant site-specific health and safety requirements.

Contract-specific terms may apply and will take precedence where expressly agreed in writing.

13. Environmental Responsibility

Where reasonably safe and appropriate, Safe Sterile Solutions aims to:

• Minimise unnecessary waste.
• Recycle materials responsibly where permitted.
• Use environmentally responsible cleaning methods and products where suitable.
• Donate suitable, non-contaminated and salvageable items to charities, shelters or community organisations where appropriate and with the Client's agreement.

Contaminated, hazardous or regulated waste will always be dealt with in accordance with applicable legal and safety requirements.

14. Confidentiality & Privacy

Safe Sterile Solutions respects the confidentiality and privacy of all Clients.

Client information will be handled in accordance with applicable UK data protection legislation.

We will not share photographs, personal information or details relating to a Client or property publicly without appropriate permission, except where disclosure is required by law or necessary for legitimate legal, regulatory or safety purposes.

Where photographs are required for records, evidence, insurance or reporting purposes, they will be handled appropriately.

15. Photography & Marketing

Safe Sterile Solutions may request permission to take photographs of completed work for training, portfolio or marketing purposes.

No identifiable photographs or information will be used for marketing without the Client's permission.

Where permission is not provided, photographs will not be used for marketing purposes.

16. Liability

Safe Sterile Solutions will carry out services with reasonable care and skill.

We are not responsible for pre-existing damage, structural defects, deterioration, hidden defects or damage resulting from circumstances outside our reasonable control.

We are not responsible for damage caused by information being withheld or hazards not disclosed by the Client.

Nothing within these Terms & Conditions excludes or limits any liability that cannot legally be excluded or limited under applicable law.

Where legally permitted, our liability will be limited to the value of the service provided giving rise to the claim.

17. Complaints

We aim to provide a professional and satisfactory service.

If you are unhappy with any aspect of our service, please contact us as soon as reasonably possible so that we can investigate the matter and, where appropriate, work towards a resolution.

Complaints should preferably be made in writing and include details of the service, date of attendance and nature of the concern.

18. Right to Refuse or Discontinue Service

Safe Sterile Solutions reserves the right to refuse, postpone or discontinue services where:

• The working environment is unsafe.
• There are undisclosed hazards.
• Aggressive, threatening or abusive behaviour occurs.
• The Client requests work that we believe would be unlawful or unsafe.
• Required access is not provided.
• Agreed payments are not made.
• The Client materially breaches these Terms & Conditions.

Where possible, we will explain the reason for refusing or discontinuing the service.

19. Unforeseen Circumstances

Safe Sterile Solutions will not be liable for delays or inability to provide services caused by circumstances outside our reasonable control, including but not limited to severe weather, flooding, road closures, utility failures, emergency situations, illness, government restrictions, supply shortages or other unforeseen events.

We will make reasonable efforts to rearrange affected services where possible.

20. Governing Law

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

Nothing in these Terms & Conditions affects any statutory rights that a consumer may have under applicable UK law.

21. Acceptance of Terms

By accepting a quotation, making a booking, paying a deposit or allowing Safe Sterile Solutions to commence work, the Client confirms that they have had the opportunity to read and understand these Terms & Conditions and agrees to be bound by them.

Safe Sterile Solutions Ltd reserves the right to update these Terms & Conditions from time to time. The applicable Terms & Conditions will be those in force at the time the service is booked, unless otherwise agreed in writing.