Terms of Service - Brightway Community Services Ltd

Effective Date: 20 July 2026

1. Introduction and Acceptance of Terms

These Terms of Service ("Terms") govern the provision and use of services offered by Brightway Community Services Ltd, a local service provider based at Brightway Community Services, 18 Castle Street, Newcastle upon Tyne, NE1 2SE, United Kingdom ("Brightway Community Services Ltd", "we", "us", or "our").

By making a booking, requesting a quotation, confirming an appointment, or otherwise engaging our services, you ("Customer", "you", or "your") acknowledge that you have read, understood, and agree to be bound by these Terms. If you do not agree to these Terms, you must not use our services.

These Terms apply to all services supplied by Brightway Community Services Ltd, including domestic cleaning, gardening and lawn care, handyman repairs, end of tenancy cleaning, property maintenance inspections, and office cleaning.

2. Scope of Services

Brightway Community Services Ltd provides local property and maintenance services, which may include, without limitation:

• Domestic cleaning: General home cleaning, room-by-room cleaning, and related housekeeping tasks agreed in advance.
• Gardening and lawn care: Lawn mowing, edging, weeding, pruning, hedge trimming, and garden tidying.
• Handyman repairs: Minor repairs and maintenance tasks within the scope of our staff's skills and equipment.
• End of tenancy cleaning: Thorough cleaning services intended to support property handover at the end of a tenancy.
• Property maintenance inspections: Visual inspections and reporting on the general condition of a property.
• Office cleaning: Cleaning services for commercial and office premises.

All services are provided according to the agreed scope, quotation, service order, booking confirmation, or written instructions provided by you. Any work outside the agreed scope may require a revised quotation, additional fees, or a separate booking.

We may refuse, suspend, or modify services where conditions at the premises present a health, safety, access, legal, or operational risk.

3. User Obligations and Responsibilities

You agree to:

• Provide accurate, complete, and current information when requesting services or quotations.
• Ensure safe, reasonable, and lawful access to the premises at the agreed date and time.
• Notify us in advance of any hazards, fragile items, security issues, pets, access restrictions, parking limitations, or special instructions.
• Remove or secure valuables, confidential documents, cash, jewelry, and other sensitive or irreplaceable items before service delivery.
• Obtain any necessary permissions, consents, or authorisations for us to enter or work at the premises.
• Ensure utilities such as water and electricity are available where reasonably required for service delivery.
• Treat our staff with courtesy and provide a safe working environment free from harassment, abuse, violence, or unlawful conduct.
• Inspect completed work promptly and raise any issues in accordance with the complaints procedure, if applicable, or within a reasonable time.

You are responsible for providing any required site-specific information, including lockbox codes, alarm instructions, parking arrangements, and contact details for access on the service date.

4. Payment Terms and Conditions

Prices are normally based on the service type, size of the premises, complexity, duration, materials required, urgency, and any special instructions. Any quotation provided by Brightway Community Services Ltd is based on the information available at the time and may be adjusted if the actual circumstances differ materially from those described.

• Unless otherwise agreed in writing, payment is due in full upon completion of the service or in advance where required for bookings, deposits, or commercial arrangements.
• We may request a deposit or prepayment for certain services, larger jobs, repeat work, or short-notice bookings.
• Invoices must be paid by the due date stated on the invoice or booking confirmation.
• Late payments may result in suspension of services, cancellation of future bookings, and recovery of any reasonable costs associated with collecting overdue sums, to the extent permitted by law.
• Any additional work requested on-site will be charged at our applicable rates or at a revised quoted price.
• Unless expressly stated otherwise, all prices are exclusive of taxes, charges, materials, or third-party costs that may apply.

If payment is made by bank transfer, card, or other electronic method, you are responsible for ensuring that sufficient funds are available and that the payment details provided are correct.

5. Cancellation and Refund Policy

You may cancel or reschedule a booking by providing notice to Brightway Community Services Ltd using the contact details set out in these Terms. Cancellation and rescheduling requests are subject to the following:

• Where notice is provided sufficiently in advance, we may, at our discretion, offer rescheduling without penalty.
• Short-notice cancellations, missed appointments, or refusal of access may result in a cancellation fee or charge for lost time, travel, staff allocation, or materials already ordered.
• Where materials have been purchased or third-party costs incurred at your request, you may be required to reimburse those costs.
• Refunds, if any, will be assessed on a case-by-case basis and may be limited to services not yet performed.

If you are dissatisfied with the services provided, you must notify us as soon as reasonably possible after completion, including reasonable details of the issue. We may, where appropriate, offer a re-performance of the affected service, a partial refund, or another reasonable remedy at our discretion, subject to any mandatory rights you may have under applicable law.

We are not responsible for refunds arising from circumstances beyond our control, including where incomplete or unsatisfactory outcomes result from inaccurate instructions, hidden conditions, inaccessible areas, or your failure to prepare the premises appropriately.

6. Liability Limitations

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, fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded.

Subject to the foregoing, Brightway Community Services Ltd shall not be liable for:

• Any indirect, incidental, special, punitive, or consequential loss or damage.
• Loss of profit, loss of business, loss of goodwill, loss of opportunity, or business interruption.
• Damage or loss arising from pre-existing defects, structural issues, hidden faults, or wear and tear.
• Loss or damage to items not secured, declared, or removed by you prior to service delivery.
• Delays, failures, or non-performance caused by inaccurate information, denied access, unsafe conditions, or your breach of these Terms.

To the maximum extent permitted by law, our total aggregate liability arising out of or in connection with any service, whether in contract, tort, negligence, breach of statutory duty, or otherwise, shall be limited to the amount paid or payable by you for the specific service giving rise to the claim.

You are responsible for ensuring that adequate insurance is in place for any valuable, fragile, or high-risk items and for any special circumstances requiring additional cover.

7. Intellectual Property Rights

All website content, branding, text, graphics, logos, service descriptions, templates, documentation, and other materials created or supplied by Brightway Community Services Ltd remain our property or the property of our licensors, unless otherwise agreed in writing.

You may not copy, reproduce, distribute, modify, publish, transmit, or commercially exploit our intellectual property without our prior written consent, except to the extent permitted by law.

Any materials, reports, checklists, or photographs we provide in the course of service delivery may be used by you only for your internal or personal purposes unless we agree otherwise in writing.

8. Data Protection and Privacy

Brightway Community Services Ltd may collect, use, store, and process personal data necessary to provide services, manage bookings, issue invoices, communicate with customers, maintain records, improve our operations, and comply with legal obligations.

• We will handle personal data in accordance with applicable data protection and privacy laws.
• We may process contact details, property access information, booking history, payment information, service notes, and complaint records.
• We will take reasonable technical and organisational measures to protect personal data against unauthorised access, loss, or misuse.
• We may share data with trusted service providers, payment processors, accountants, insurers, or legal advisers where necessary for business operations or legal compliance.
• Where photographs are taken for before-and-after documentation or quality control, they will be used only for legitimate business purposes unless otherwise consented to or required by law.

For privacy enquiries, please contact us using the details set out in the Contact Information section.

9. Force Majeure

Brightway Community Services Ltd shall not be liable for any delay or failure to perform our obligations where such delay or failure is caused by events beyond our reasonable control. These may include, without limitation, severe weather, fire, flood, epidemic or pandemic-related disruption, transport disruption, power outage, industrial action, civil unrest, war, acts of terrorism, governmental restrictions, supplier failure, accident, or unavailability of staff due to circumstances beyond our control.

Where a force majeure event occurs, we may suspend performance, reschedule the service, or cancel the booking without liability, except for any amounts already paid for services not performed, which may be refunded or credited at our discretion where appropriate and lawful.

10. Changes to Terms

We may revise these Terms from time to time to reflect changes in our services, business practices, legal requirements, or operational needs. The updated Terms will take effect from the date stated in the revised version or, if no date is stated, upon publication or communication to you.

Continued use of our services after any amendment constitutes your acceptance of the revised Terms. If you do not agree to the changes, you should discontinue using our services and notify us of any outstanding bookings as soon as possible.

11. Applicable Law and Jurisdiction

These Terms, and any dispute or claim arising out of or in connection with them or the services provided by Brightway Community Services Ltd, shall be governed by and construed in accordance with the laws applicable in the United Kingdom, subject to any mandatory local legal requirements that apply to your circumstances.

Subject to any mandatory consumer or statutory rights, the courts with competent jurisdiction in the United Kingdom shall have exclusive jurisdiction to settle any dispute arising from or in connection with these Terms or our services.

12. Contact Information

If you have any questions, complaints, cancellation requests, or other communications relating to these Terms or our services, please contact Brightway Community Services Ltd using the details below:

• Company: Brightway Community Services Ltd
• Address: Brightway Community Services, 18 Castle Street, Newcastle upon Tyne, NE1 2SE, United Kingdom
• Email: [email protected]
• Phone: +44 191 482 7593

13. Severability Clause

If any provision of these Terms is found by a court or other competent authority to be invalid, unlawful, or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid, lawful, and enforceable, or if that is not possible, it shall be deemed severed from these Terms.

The remaining provisions shall continue in full force and effect. Any failure or delay by Brightway Community Services Ltd to exercise any right or remedy under these Terms shall not constitute a waiver of that right or remedy.

By booking or using the services of Brightway Community Services Ltd, you confirm that you have read, understood, and agree to these Terms of Service.