Terms of Service

1. Agreement to Terms

By accessing and using WecareHC services, you agree to be bound by these Terms of Service and all applicable laws and regulations. If you do not agree with any of these terms, you are prohibited from using our services.

2. Service Description

Cleaning Services:

Residential Cleaning: Deep cleaning, regular maintenance, move-in/out cleaning

Commercial Cleaning: Office spaces, retail locations, healthcare facilities

Specialized Services: Carpet cleaning, window cleaning, post-construction cleanup

Consultation Services: Property assessment, customized cleaning plans, maintenance schedules

Digital Platform:

Online Booking: Schedule appointments through our secure platform

Account Management: Manage preferences, view history, update information

Communication Tools: Direct messaging, appointment reminders, service updates

Payment Processing: Secure online payments and billing management

3. User Responsibilities

Account Security:

Accurate Information: Provide truthful and complete information during registration

Password Protection: Maintain the confidentiality of your account credentials

Authorized Use: Ensure only authorized individuals access your account

Immediate Notification: Report any unauthorized access or security breaches

Property Access:

Safe Access: Ensure safe and clear access to areas requiring cleaning

Valuable Items: Secure or remove valuable, fragile, or personal items

Pet Safety: Contain pets or provide instructions for pet interaction

Hazardous Materials: Inform us of any hazardous materials or special conditions

Communication:

Professional Conduct: Maintain respectful and professional communication

Timely Response: Respond promptly to service-related communications

Accurate Reporting: Report any issues or concerns honestly and completely

Feedback Provision: Provide constructive feedback to improve service quality

4. Service Terms and Conditions

Booking and Scheduling:

Advance Notice: Standard bookings require 24-hour advance notice

Cancellation Policy: Cancellations within 24 hours may incur charges

Rescheduling: Services may be rescheduled subject to availability

Emergency Services: Emergency cleaning available with premium pricing

Service Performance:

Quality Standards: We maintain high standards for all cleaning services

Equipment and Supplies: We provide professional-grade equipment and eco-friendly supplies

Insurance Coverage: All services covered by comprehensive liability insurance

Background Checks: All staff undergo thorough background verification

Pricing and Payment:

Transparent Pricing: All costs clearly outlined before service confirmation

Payment Terms: Payment due upon service completion unless arranged otherwise

Late Fees: Overdue payments may incur late fees after 30 days

Dispute Resolution: Billing disputes must be reported within 7 days

5. Limitation of Liability

Service Limitations:

Pre-Existing Damage: We are not liable for pre-existing damage or wear

Hidden Damage: Damage discovered during cleaning will be immediately reported

Unsuitable Items: We reserve the right to refuse cleaning items deemed unsafe

Access Limitations: Service quality may be affected by limited property access

Financial Limitations:

Maximum Liability: Our liability limited to the cost of services provided

Consequential Damages: We are not liable for indirect or consequential damages

Business Interruption: Not liable for lost business or income

Third-Party Claims: Limited liability for claims involving third parties

Force Majeure:

Unforeseeable Events: Not liable for delays due to weather, natural disasters, or emergencies

Government Actions: Service interruptions due to regulatory or legal requirements

Infrastructure Failures: Issues beyond our control affecting service delivery

Health Emergencies: Service modifications due to public health requirements

6. Intellectual Property

Our Rights:

Trademarks: WecareHC name, logo, and branding are protected trademarks

Website Content: All website content, including text, images, and software, is proprietary

Service Methods: Our cleaning processes and methodologies are proprietary

Customer Data: We maintain ownership of aggregated, anonymized data insights

User Rights:

Limited License: You receive a limited license to use our platform for intended purposes

Restrictions: You may not copy, modify, or distribute our proprietary content

User Content: You retain ownership of content you provide while granting us usage rights

Feedback Rights: We may use your feedback and suggestions without compensation

7. Privacy and Data Protection

Data Collection:

Personal Information: We collect only necessary information for service delivery

Usage Data: We may collect anonymized usage statistics for service improvement

Communication Records: Service-related communications may be recorded for quality assurance

Payment Information: Financial data processed securely through encrypted systems

Data Use:

Service Delivery: Primary use for scheduling, communication, and service provision

Quality Improvement: Analysis for service enhancement and customer satisfaction

Legal Compliance: Data retention as required by applicable laws and regulations

Security Purposes: Fraud prevention and account security monitoring

Third-Party Sharing:

Service Partners: Limited sharing with verified service providers (Twilio, SendGrid, Stripe)

Legal Requirements: Disclosure when required by law or court order

Business Protection: Sharing to protect our rights and prevent fraud

User Consent: Additional sharing only with explicit user authorization

8. Termination

User Termination:

Account Closure: Users may close accounts at any time with 48-hour notice

Data Retention: Personal data deleted according to our retention policy

Outstanding Obligations: Payment obligations survive account termination

Service Completion: Scheduled services will be completed unless cancelled

Company Termination:

Violation of Terms: We may terminate accounts for terms violations

Fraudulent Activity: Immediate termination for suspected fraud or abuse

Safety Concerns: Termination if user behavior threatens staff safety

Business Reasons: Service discontinuation with 30-day notice

Effects of Termination:

Access Restriction: Immediate loss of platform access upon termination

Data Deletion: User data deleted according to privacy policy

Service Interruption: All scheduled services cancelled upon termination

Refund Policy: Refunds processed according to our refund policy

9. Dispute Resolution

Internal Resolution:

Direct Communication: First contact customer service for issue resolution

Escalation Process: Unresolved issues escalated to management within 48 hours

Good Faith Effort: Both parties commit to good faith resolution attempts

Documentation: All disputes documented for tracking and resolution

Alternative Dispute Resolution:

Mediation: Unresolved disputes subject to binding mediation

Arbitration: Complex disputes may require professional arbitration

Cost Sharing: Mediation costs shared equally between parties

Location: Mediation conducted in London, United Kingdom

Legal Proceedings:

Jurisdiction: UK courts have exclusive jurisdiction over legal disputes

Applicable Law: Disputes governed by English law

Class Action Waiver: Individual dispute resolution required

Attorney Fees: Prevailing party may recover reasonable attorney fees

10. Service Warranties

Quality Guarantee:

Satisfaction Commitment: We guarantee satisfaction with our cleaning services

Re-cleaning Policy: Unsatisfactory work re-cleaned at no additional charge

Time Guarantee: Re-cleaning performed within 24 hours when possible

Standards Compliance: All work performed to industry-standard specifications

Equipment and Materials:

Professional Grade: All equipment and materials meet professional standards

Safety Compliance: Products comply with health and safety regulations

Environmental Responsibility: Eco-friendly products used whenever possible

Insurance Coverage: All equipment covered by comprehensive insurance

Staff Qualifications:

Training Requirements: All staff complete comprehensive training programs

Background Verification: Complete background checks performed on all employees

Insurance Bonding: Staff bonded and insured for customer protection

Ongoing Education: Regular training updates and skill development

11. Modifications to Terms

Update Process:

Regular Review: Terms reviewed and updated quarterly or as needed

User Notification: 30-day advance notice provided for material changes

Continued Use: Continued service use constitutes acceptance of updated terms

Objection Rights: Users may terminate service if they object to changes

Communication Methods:

Email Notification: Primary notification method for registered users

Website Posting: Updated terms posted prominently on website

Service Messages: In-app notifications for active users

Postal Mail: Written notice for significant changes affecting legal rights

12. Contact Information

Customer Service:

Email: support@wecareHC.org.uk

Phone: +447448188324

Hours: Monday-Friday 8AM-6PM, Saturday 9AM-4PM

Emergency: 24/7 emergency contact available for urgent issues

Legal Matters:

Legal Department: legal@wecareHC.org.uk

Dispute Resolution: disputes@wecareHC.org.uk

Privacy Officer: privacy@wecareHC.org.uk

Business Address: 86-90 Paul Street, London EC2A 4NE

Response Times:

General Inquiries: Response within 24 hours

Service Issues: Response within 4 hours during business hours

Legal Matters: Response within 72 hours

Privacy Requests: Response within 30 days as required by GDPR

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Acceptance

By using WecareHC services, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service. These terms constitute a legally binding agreement between you and WecareHC.

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