VELARONA – Commercial Service Terms & Conditions (B2B)

Last updated: March 2026

These Terms & Conditions govern the supply of cleaning and property preparation services by VELARONA Group Ltd (“VELARONA”, “we”, “us”, “our”).

VELARONA Group Ltd is a company registered in England and Wales (Company No. 15148389).

These Terms apply to all services supplied to business clients, letting agents, property managers, developers and commercial organisations (“the Client”).

By accepting a quotation, confirming a booking, issuing a purchase order, or allowing work to commence, the Client agrees to be bound by these Terms.

1. Scope of Services

1.1 VELARONA provides professional property cleaning and preparation services including:

  • property turnover cleaning
  • end-of-tenancy preparation
  • developer handover cleaning
  • commercial cleaning
  • specialist cleaning services

1.2 Services are provided strictly in accordance with:

  • the agreed quotation
  • the defined service scope
  • the Cleaning Condition & Scope Policy

1.3 The Cleaning Condition & Scope Policy forms an integral part of these Terms and defines:

  • condition classifications
  • scope limitations
  • reclassification triggers
  • remote quotation limitations.

2. Quotations

2.1 All quotations are based on information provided by the Client including:

  • property size
  • condition
  • occupancy status
  • access requirements
  • service scope.

2.2 Quotations remain valid for 14 days unless stated otherwise.

2.3 VELARONA reserves the right to revise pricing if the actual property condition materially differs from the information supplied.

2.4 If the condition exceeds the declared classification VELARONA may:

  • reclassify the service level
  • adjust pricing
  • amend scope
  • reschedule the service.

Work will not proceed at an under-declared rate.

3. Remote / Image Based Quotations

Where quotations are based on:

  • photographs
  • videos
  • floor plans
  • third-party reports
  • written descriptions

such quotations are provisional until on-site verification.

VELARONA is not responsible for:

  • undisclosed contamination
  • hidden damage
  • structural defects
  • inaccessible areas.

Revised pricing will be confirmed before work proceeds.

4. Bookings

4.1 Bookings are confirmed only once:

  • written confirmation is issued
  • deposit or payment terms are agreed.

4.2 VELARONA reserves the right to decline bookings where:

  • access is uncertain
  • property condition is misrepresented
  • health & safety risks exist.

5. Payment Terms

5.1 For business clients including letting agents, property managers, developers and commercial organisations, services are invoiced upon completion unless otherwise agreed in writing.

5.2 Payment is due in accordance with the payment terms stated on the invoice. Standard terms are:

  • Payment upon receipt, or
  • 14 days from invoice date, or
  • 30 days from invoice date for established commercial relationships, depending on project scope and prior agreement.

5.3 VELARONA reserves the right to withdraw extended payment terms and revert to payment upon completion where payment delays occur.

5.4 Where multiple properties or projects are undertaken, VELARONA may issue stage invoices or per-property invoices as appropriate..

6. Late Payment & Interest

6.1 Any invoice not paid by the due date shall be considered overdue.

6.2 VELARONA reserves the right to charge interest on overdue amounts in accordance with the Late Payment of Commercial Debts (Interest) Act 1998.

6.3 Interest will accrue on overdue invoices at a rate of:

8% per annum above the Bank of England base rate, calculated on a daily basis, from the day following the due date until payment is received in full.

6.4 VELARONA may also claim statutory compensation and reasonable debt recovery costs permitted under the same legislation.

6.5 Where payment delays occur, VELARONA reserves the right to:

  • place the account on payment-before-service terms.
  • suspend further services
  • refuse future bookings

7. Invoice Disputes

7.1 Any dispute relating to an invoice must be submitted in writing within 5 working days of the invoice date.

7.2 Where no dispute is raised within this period the invoice shall be deemed accepted.

7.3 Disputes do not suspend the Client’s obligation to pay any undisputed portion of the invoice.

7.4 Interest may continue to accrue on any overdue undisputed balance.

8. Access & Client Responsibilities

The Client must ensure:

  • safe access to the property
  • electricity supply
  • hot water
  • adequate lighting
  • clear access to all work areas

VELARONA shall not be liable for delays or incomplete services caused by:

  • restricted access
  • utilities not available
  • obstruction of work areas

Additional charges may apply where work is delayed.

9. Health & Safety

VELARONA reserves the right to suspend or refuse work where conditions present a risk to staff including:

  • hazardous contamination
  • biological waste
  • unsafe structures
  • aggressive occupants

Any hazardous materials must be disclosed prior to service.

10. Damage & Liability

10.1 VELARONA will exercise reasonable care while delivering services.

10.2 VELARONA shall not be liable for:

  • pre-existing damage
  • wear and tear
  • defective fixtures
  • unstable fittings
  • materials unsuitable for cleaning.

10.3 The Client must report any alleged damage within 24 hours of service completion.

10.4 VELARONA’s total liability arising from the provision of services shall not exceed the total fees charged for the specific service giving rise to the claim.

Nothing in these Terms shall limit or exclude liability for death or personal injury caused by negligence, fraud, or any liability that cannot legally be excluded under UK law.

11. Satisfaction / Re-clean Policy

Where a re-clean is offered:

  • it applies only to areas within the original scope
  • it must be requested within 24 hours.

Re-cleans do not apply where issues arise from:

  • undisclosed property condition
  • third-party interference
  • post-clean occupancy.

12. Cancellation & Rescheduling

12.1 Deposits are non-refundable except where required by law.

12.2 Rescheduling requests must be made at least 48 hours prior to the scheduled service.

12.3 Late cancellations may incur additional charges.

13. Photographic Documentation

VELARONA may take photographs of the property before and after service for:

  • quality assurance
  • service documentation
  • dispute resolution.

Photographs may be shared with the Client as part of completion records.

14. Subcontractors

VELARONA may use trained subcontractors or partner operatives where required to deliver services.

VELARONA remains responsible for the performance of subcontracted services.

15. Data Protection

Personal data is processed in accordance with:

  • UK GDPR
  • Data Protection Act 2018
  • VELARONA Privacy Policy.

Data is used only for:

  • service delivery
  • administration
  • legal compliance.

16. Force Majeure

VELARONA shall not be liable for delays or failure to perform caused by events beyond reasonable control including:

  • severe weather
  • utility outages
  • accidents
  • transport disruption.

17. Governing Law

These Terms are governed by the laws of England and Wales.
The courts of England and Wales shall have exclusive jurisdiction.

18. Deposit & Tenancy Dispute Disclaimer

VELARONA provides cleaning services only and is not a party to the tenancy agreement between landlord, agent and tenant.

VELARONA shall not be responsible for:

  • tenancy deposit deductions
  • tenancy disputes
  • inventory discrepancies
  • check-in or check-out reports
  • landlord or agent decisions regarding deposit retention.

Cleaning services are provided to restore the property to a reasonable domestic cleanliness standard, based on the condition presented at the time of service.

VELARONA does not guarantee that the cleaning service will result in the return of a tenant’s deposit or the acceptance of the property by a landlord, letting agent, or inventory clerk.

Final determination of property condition for tenancy purposes remains the responsibility of:

  • the tenancy deposit scheme adjudicator.
  • the landlord
  • the letting agent
  • the inventory clerk

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

19 — Property Condition Representation & Misrepresentation

19.1 Client Responsibility for Property Information

All quotations and service planning are based on information provided by the Client, including but not limited to:

  • property size
  • level of contamination or cleanliness
  • photographs, videos or descriptions
  • occupancy status
  • access arrangements.

The Client warrants that such information is accurate to the best of their knowledge.

19.2 Reliance on Client Representations

VELARONA relies on the information supplied by the Client when preparing quotations, allocating labour, estimating service duration and determining the scope of work.

Where such information proves to be inaccurate, incomplete or misleading, VELARONA reserves the right to:

  • reclassify the cleaning level
  • revise the quotation
  • adjust the service scope
  • reschedule the service if necessary.

19.3 Material Condition Differences

If, upon arrival or inspection, the actual condition of the property materially differs from that represented by the Client, VELARONA may:

  • suspend commencement of services
  • issue a revised quotation
  • proceed only upon written approval of the revised scope and price.

VELARONA shall not be obligated to perform services at an under-declared condition level.

19.4 Liability for Misrepresentation

VELARONA shall not be liable for any delay, additional cost, or service variation resulting from inaccurate, incomplete or misleading information provided by the Client regarding the property condition.

19.5 Hidden or Undisclosed Conditions

VELARONA shall not be responsible for undisclosed or hidden conditions including but not limited to:

  • severe contamination
  • mould or biological hazards
  • pest infestation
  • waste accumulation
  • hazardous materials
  • structural defects.

Where such conditions are discovered, additional charges or specialist services may be required.