Terms of Use &
Service Agreement

Welcome to BrightTouch Cleaners. These Terms of Use ("Terms") govern your access to and use of our website, services, and all related communications. By accessing our website, requesting a quote, booking a service, or making any payment, you confirm that you have read, understood, and agree to be bound by these Terms in full.

These Terms form a legally binding agreement between you ("Client", "You") and BrightTouch Cleaners ("Company", "We", "Us"), a professional cleaning and facilities services business operating in Nairobi, Kenya.

We reserve the right to update these Terms at any time. Continued use of our website or services after any update constitutes your acceptance of the revised Terms. If you do not agree to any part of these Terms, you must not use our website or engage our services.

BrightTouch Cleaners provides professional cleaning, housekeeping, gardening, landscaping, floor restoration, pest control, vehicle cleaning, waste management and related services. The specific scope, applicable rates and scheduling for each booking are as agreed at the time of confirmation.

We reserve the right to:

• Decline any service request at our sole discretion without being required to provide a reason.
• Sub-contract any part of a service to vetted third-party operatives where necessary.
• Adjust the scope of work where site conditions differ materially from those described at the time of booking.
• Modify or discontinue any service offering at any time with reasonable notice.

A booking is only confirmed once you receive written confirmation from BrightTouch Cleaners via email, WhatsApp or another agreed channel. An informal expression of interest or verbal agreement does not constitute a confirmed booking.

You are responsible for ensuring that:

• All information provided at the time of booking is accurate and complete.
• Safe and adequate access to the premises is available at the agreed time.
• Any pets, children or third parties are appropriately managed during service delivery.
• Fragile, valuable or sensitive items are removed or clearly identified prior to our team's arrival.
• Any known site hazards (unstable structures, chemicals, electrical faults) are disclosed in advance.

We reserve the right to refuse entry or decline to commence work where site conditions are found to be unsafe or materially different from what was communicated. A call-out fee may apply in such circumstances.

All prices are quoted in Kenyan Shillings (KES) unless stated otherwise. Quotes are based on information provided at the time of enquiry and are subject to revision upon site assessment where the actual scope, condition or size differs from what was described.

• Payment is due in full upon completion of service unless a prior written credit arrangement has been agreed.
• For large or multi-day projects, a deposit of up to 50% of the quoted amount may be required before work commences.
• Accepted payment methods include M-Pesa, bank transfer and cash unless otherwise agreed in writing.
• Invoices not settled within the agreed period will attract a late payment fee of 5% per month on the outstanding balance.

All quoted prices are exclusive of applicable taxes unless expressly stated.

5.1 Cancellation by the Client

Cancellations or rescheduling requests are subject to the following notice-period fees:

5.2 Cancellation by BrightTouch Cleaners

We reserve the right to cancel or reschedule a booking due to staff illness, equipment failure, extreme weather, or other events beyond our reasonable control. We will notify you as early as possible and offer a rescheduled appointment at no additional charge. No cancellation fee will be charged against the Client in these circumstances.

6.1 Eligible Refunds

A refund may be considered where:

• A service was paid for in advance and subsequently cancelled by BrightTouch Cleaners.
• A booking was cancelled by the Client with more than 48 hours' notice and a deposit had been collected.
• A completed service had a genuine, documented deficiency reported to us in writing within 24 hours of completion.

Where a deficiency is accepted, our first remedy will be to return and rectify the issue at no charge. A monetary refund is only considered where a re-clean is not feasible or cannot be arranged within a reasonable timeframe.

6.2 Non-Refundable Items

• Transport, travel and fuel costs — incurred in attending your premises whether or not the service was completed.
• Materials and specialist products — purchased specifically for your job prior to the service date.
• Forfeited deposits and cancellation fees — applied under Section 5 above.
• Completed service components — any portion of the work that was satisfactorily performed.
• Call-out fees — charged where our team attended and access was refused or conditions were unsafe.

6.3 Refund Process

Approved refunds will be processed within 7 – 14 business days of our written confirmation that a refund is due. Refunds are issued via the same payment method used for the original transaction where practicable. We are not liable for delays caused by banking or mobile money processing timelines beyond our control.

If you are not satisfied with any aspect of the service, you must notify us in writing within 24 hours of completion. Failure to do so within this window will be taken as acceptance that the service was completed to a satisfactory standard.

Upon receipt of a valid complaint we will acknowledge it within 1 business day and, where the complaint is upheld, arrange a complimentary rectification visit. The guarantee does not apply to damage from pre-existing conditions, issues arising from Client instructions followed at your explicit request, or normal wear and tear.

To the fullest extent permitted by applicable law, our total liability for any claim shall not exceed the total amount paid by you for the specific service that gave rise to the claim. We shall not be liable for:

• Loss of earnings, business interruption or consequential loss of any kind.
• Damage to items not disclosed to us prior to the service, or items left in areas being cleaned without prior notification.
• Pre-existing damage, defects or deterioration that becomes apparent during or after the service.
• Damage resulting from our team following Client instructions that we reasonably advised against.
• Events beyond our reasonable control including fire, flooding, theft, power failure or acts of God.

As a Client, you agree to:

• Provide accurate and complete information about the premises and the scope of work required.
• Ensure our team has safe, unobstructed access to all areas being serviced.
• Secure or remove valuables, fragile objects and pets before our team arrives.
• Disclose all known site hazards in advance.
• Treat all BrightTouch Cleaners staff with dignity and respect. We reserve the right to withdraw our team from any environment involving abusive or threatening behaviour, without refund.
• Settle all invoices by the agreed due date.

By accessing this website you agree not to:

• Use the site for any unlawful, fraudulent or harmful purpose.
• Attempt unauthorised access to any part of the site or its underlying systems.
• Introduce viruses, malware or any other harmful code.
• Reproduce, distribute or commercially exploit any content without our prior written consent.
• Use automated tools, scrapers or bots to extract data from the site.

All website content — including text, images, logos, service descriptions and design — is the intellectual property of BrightTouch Cleaners and is protected under applicable law. Unauthorised use is strictly prohibited.

We collect and process personal data — including name, contact details and property information — solely to provide our services, manage your bookings and improve our offering. We do not sell or rent your personal data to third parties for marketing purposes.

You may request access to, correction of, or deletion of your personal data at any time by contacting us in writing.

BrightTouch Cleaners shall not be liable for any failure or delay in performing its obligations caused by events beyond our reasonable control, including acts of God, floods, fires, pandemics, government-imposed restrictions, civil unrest or power outages. We will notify you as soon as practicable and work with you to reschedule any affected services.

These Terms are governed by and construed in accordance with the laws of Kenya. Any dispute that cannot be resolved amicably through direct negotiation shall be submitted to the jurisdiction of the courts of Nairobi, Kenya. We encourage Clients to contact us directly in the first instance — most issues can be resolved quickly through open communication.

We reserve the right to amend these Terms at any time. Changes will be published on this page with an updated effective date. Continued use of our website or services after any amendment constitutes acceptance of the revised Terms.

For questions about these Terms, cancellations, refunds or complaints, please reach us through any of the following:

• Phone / WhatsApp: +254 700 134 203
• Website: www.brighttouchcleaners.co.ke
• Location: Nairobi, Kenya

We aim to respond to all written enquiries within 1 business day.