Terms Of Service

Payment Options

Monthly or annual direct debit/card payments. Monthly payments are typically processed on the same date you joined our membership, for example if you became a member on the 1st January, the subsequent payments will be the 1st of every month. Payments are spread over 12 months. 

Cleaning Schedule

Our cleaning service operates on a 4-weekly cycle throughout the year, with 12 in total.

Bin Accessibility

Once you have booked our service, we kindly request that you make your bin(s) easily accessible for cleaning. Our cleaning team operates between 8am and 8pm on the day of your scheduled cleaning service, unless otherwise specified. In the event that your street is accidentally overlooked, please contact us via email and we will make arrangements to return when the bins are emptied. In the event that your bin is not present/accessible when the cleaning team attend, no refund will be issued. 

Failure to Present Bins for Cleaning

If you forget to present your bin for cleaning or if it is inaccessible when we arrive, please contact our office via email. We will make every effort to accommodate your request for a return visit. However, if it is not feasible, regrettably the appointment will be forfeited and no refund will be issued. 

Modifying Your Order or Adding/Changing Your Bins

You have the option to add an additional cleaning appointment or cancel a booked appointment until 5pm two days prior to the scheduled clean. After this time, we will make our best effort to accommodate your request, but we cannot guarantee any amendments. Our 4 weekly bin cleaning service must be for the same bin/bins, if you have changed your bin, you must immediately inform us via email and pay the initial cleaning fee, once this has been paid, your service will continue as normal. These changes can be made via email - info@francisincorporated.com. 

Contaminated Bins

While it is rare, there are occasions when we cannot clean a bin. This includes situations where the bin may, for example, contain loose dog foul or wet paint. If we encounter such a situation, we will promptly notify you via email. Unfortunately, we do not provide refunds for contaminated bins. Please note we charge an additional £5 per bin if it is not empty and an additional £10 per bin if the bin contains maggots. 

Service Duration

For customers who have booked our regular cleaning service, a minimum commitment of 3 months is required before cancellation is permitted. However, if you have booked a one-off cleaning appointment, you can cancel without any charges until 5pm two days prior to the appointment.

Relocation

If you are moving to a new house, please update your new address on our customer account section, alternatively via email - info@francisincorporated.com. It is possible that our service already covers your new area, allowing us to continue serving you. If we do not operate in your new location or if you no longer require our service, please notify us. Failure to inform us of your relocation or cancellation will result in you remaining responsible for the account.

Call Out Charge 

Please note we charge a £20 call out charge for customers who would like an express service, the call out charge is also applicable for all orders under £14.99. 

Cancellation Policy

At Francis Incorporated, we value your business and strive to provide you with the best service possible. We understand that circumstances may change, and you may need to cancel your membership. Please review our cancellation policy below for a smooth and hassle-free process.

Cancellation Request:


To cancel your membership with Francis Incorporated, please send an email to info@francisincorporated.com stating your intent to cancel. This email serves as written consent for the cancellation of your subscription.

Notice Period:


After the minimum 3 month service duration, we require a minimum one-calendar-month notice for all cancellations. This means that your cancellation will take effect one calendar month from the date of your cancellation request. During this notice period, you will continue to receive our services and will be billed accordingly. In adherence to our cancellation policy, should you choose to cancel our services with immediate effect, please be advised that you will be charged for the remaining service duration.

Billing During the Notice Period:


You will be billed for the entire notice period, as per your regular membership rate. This ensures that you receive our services uninterrupted until the cancellation becomes effective. In adherence to our cancellation policy, should you choose to cancel our services with immediate effect, please be advised that you will be charged for the remaining service duration - no further services will be provided and no refunds will be issued. 

Effective Date of Cancellation:


Your membership will officially be cancelled one calendar month from the date of your cancellation request, subject to any outstanding fees. You will not be billed for any subsequent months following the effective cancellation date.

Refunds: 

We do not provide refunds for any unused portion of the notice period or membership fees already paid for. 

Confirmation of Cancellation:

Upon receiving your cancellation request, we will send you a confirmation email detailing the effective cancellation date. Please retain this email for your records. 

Reactivation:

Should you decide to reactivate your membership in the future, you are welcome to do so. Please contact us at info@francisincorporated.com to discuss reactivation options.

We appreciate your understanding of our cancellation policy. If you have any questions or require assistance with the cancellation process, please do not hesitate to reach out to our customer support team at info@francisincorporated.com.