Terms and Conditions

1. Formation of Agreement

• A binding agreement (“Agreement”) is formed when: (i) you request services (via phone, email, or website); (ii) we confirm acceptance in writing (via booking confirmation, invoice, or service order); and (iii) you acknowledge receipt of the confirmation.
• Additional terms in the service confirmation (e.g., pricing, schedule, scope) take precedence over these Terms in case of conflict.

2. Service Scope

• Phoenix will perform services as outlined in the service confirmation (“Services”). The scope includes: (i) commercial facilities maintenance; (ii) commercial cleaning; (iii) residential block management; and/or other agreed tasks.
• The Client may request changes to the Service scope (“Variations”) in writing. Phoenix will confirm Variations via a revised quote; additional costs or timeframes will apply, and the Client’s acceptance of the revised quote binds them to the Variations.

3. Service Standards

• Phoenix will perform Services with reasonable skill and care, in accordance with industry standards and applicable laws (e.g., Health and Safety at Work Act 1974, COSHH regulations).
• Staff assigned to Services will be trained, insured, and background-checked (where required for security-sensitive facilities).

4. Client Obligations

• The Client must:
  • Provide safe and timely access to the facility on scheduled service dates, including clear instructions for entry (e.g., key codes, access points).
  • Disclose all hazards (e.g., asbestos, electrical risks, aggressive animals) in writing at least 48 hours before service. Failure to disclose hazards may result in service suspension and additional fees.
  • Remove personal items or valuables from areas to be serviced; Phoenix is not liable for loss/damage to unattended items.
  • Ensure third parties (staff, residents) cooperate with Phoenix’s team during service delivery.

5. Pricing & Payment

• Pricing is as specified in the service confirmation. All prices are in GBP and exclude VAT (where applicable), which will be added at the current rate.
• Payment Terms: Invoices are due within 14 days of issuance. For recurring services, monthly invoices will be issued on the first business day of each month, covering the prior month’s services.
• Late Payments: Unpaid invoices after 14 days will incur a late fee of 5% per month (capped at 15% of the outstanding amount). Phoenix reserves the right to suspend services for accounts overdue by 30+ days, with reinstatement requiring full payment plus a 10% reactivation fee.
• Payment Methods: We accept bank transfers, credit/debit cards, and direct debits (for recurring services).

6. Term & Termination

• Fixed-Term Agreements: For services contracted for a specific term (e.g., 6 months of office cleaning), the Agreement ends on the specified end date. Either party may terminate early with 30 days’ written notice, paying a termination fee equal to 20% of the remaining contract value.
• Termination for Cause: Either party may terminate immediately with written notice if: (i) the other party breaches these Terms and fails to remedy the breach within 7 days; (ii) the other party becomes insolvent or enters liquidation.
• Post-Termination: Upon termination, the Client must pay for all services delivered up to the termination date. Phoenix will return any Client property and provide final reports/records.

7. Liability

• Phoenix’s Liability: We are liable for direct losses caused by our negligence (e.g., property damage from improper cleaning chemicals) up to a maximum of £50,000 per incident. We are not liable for: (i) indirect losses (e.g., lost profits, business interruption); (ii) damages from Client’s failure to disclose hazards; (iii) losses exceeding the liability cap, unless caused by gross negligence or willful misconduct.
• Client’s Liability: The Client is liable for losses incurred by Phoenix due to: (i) failure to provide access; (ii) false/misleading information about hazards; (iii) actions of the Client’s staff/residents (e.g., damaging equipment).

8. Insurance

9. Intellectual Property

10. Confidentiality

11. Governing Law & Disputes

• These Terms are governed by English law.
• Any disputes will be resolved through mediation (via the UK Mediation Service) before litigation. If mediation fails, disputes will be heard in the courts of Hertfordshire, UK.

12. General Provisions

• Entire Agreement: These Terms and the service confirmation constitute the entire agreement; no oral promises or prior agreements bind the parties.
• Amendments: Changes to these Terms require written agreement from both parties.
• Force Majeure: Neither party is liable for delays caused by circumstances beyond reasonable control (e.g., natural disasters, strikes), with affected services rescheduled as soon as possible.