Terms & conditions

Last updated 6 October 2026

1. About us

Tenancy Crew provides gardening, cleaning and licensed waste removal across Birmingham and surrounding areas.

Contact: info@tenancycrew.co.uk, 07466 857341.

2. These terms

These terms apply to every job we carry out unless we have agreed something different with you in writing. When you accept a quote, you accept these terms.

Where you are a business customer, such as an estate agent, letting agent, property manager or landlord acting in the course of business, the terms marked as applying to business customers apply to you. Where you are a consumer, booking work for your own home, you have additional rights set out in section 13 and nothing in these terms affects your statutory rights.

3. Quotes and pricing

We quote on the information you give us, including photographs, the property address and your description of the work. Quotes are valid for 30 days.

A quote covers the work described in it and nothing else. If the job turns out to be materially different from what was described, for example the volume of waste is substantially greater than the photographs showed or the property is in a significantly worse condition than stated, we will stop, tell you, and give you a revised price before continuing. We will not carry out additional work and invoice you for it without agreement.

Unless the quote says otherwise, our price includes labour, equipment, materials and the removal and disposal of waste arising from the work.

4. Booking and access

We will confirm the date we are attending. You are responsible for making sure we can get in and get to the work: keys, a keysafe code, a person on site, alarm codes where relevant, and reasonable access for a vehicle where the job involves removing waste.

If we arrive and cannot gain access, or cannot carry out the work for a reason outside our control, we may charge a wasted journey fee to cover the labour and travel. We will always try to reach you before charging it.

Please tell us in advance about anything that affects how we work on site: restricted parking, permit zones, narrow access, occupied neighbouring properties, controlled hours, or anything we need to be careful of. For managed and commercial sites, tell us the hours we are permitted to attend.

5. Changes and cancellations

If you need to move or cancel a booking, please give us at least 24 hours' notice. With that much notice there is no charge.

With less than 24 hours' notice we may charge for costs we have already committed to, such as booked labour or a hire item. We will tell you what that is before charging it.

If we have to move a booking, for example because of weather that makes the work unsafe or impossible, we will tell you as soon as we know and offer the earliest alternative date. We will not charge you for a date we moved.

6. Payment

Consumer customers: payment is due on completion of the work unless we agree otherwise in advance. For larger jobs we may ask for a deposit, which will be set out in the quote.

Business customers: we invoice on completion and payment is due within 14 days, unless we have agreed different terms with you in writing. If an invoice is not paid on time we may charge interest and recover costs under the Late Payment of Commercial Debts (Interest) Act 1998, and we may decline further work until the account is settled.

Our prices do not include VAT unless the quote says so.

7. Carrying out the work

We will carry out the work with reasonable care and skill, to the standard described in the quote, and within a reasonable time.

We may use subcontractors for part of a job. Where we do, the work remains our responsibility and these terms still apply.

If we find something on site that we think you need to know about, such as damage, a leak, an infestation or a hazard, we will tell you rather than work around it.

8. Waste removal

Waste removal is carried out under a waste carrier registration and waste is taken to licensed facilities. Our registration details are available on request.

We can provide a waste transfer note for the waste we remove. If you need one, ask and we will supply it.

There are things we cannot take. We do not remove asbestos or suspected asbestos, clinical or medical waste, chemicals, fuel, oil, paint in liquid form, gas cylinders, or any other waste classed as hazardous. If we find anything of that kind we will stop and tell you, and you will need a specialist contractor for it. Tell us in advance if you think any of it may be present.

9. Property clearances and belongings

This section matters, so please read it before instructing a clearance.

By instructing us to clear a property or remove items, you confirm that you own the items or have the authority to have them removed and disposed of. We rely on that confirmation. We are not able to check who owns what, and we cannot be responsible for a dispute about items we removed on your instruction.

Anything you want kept must be clearly separated, labelled or pointed out to us before we start. Please remove valuables, documents, keys and anything of personal or sentimental value yourself beforehand. Once items have been removed and disposed of they cannot be recovered.

If we come across something that looks important, such as documents, photographs, identification or something that appears valuable, we will set it aside and tell you rather than disposing of it. We will use our judgement, but the responsibility for identifying what is to be kept remains yours.

10. Garden and tree work

Before we carry out tree work, you are responsible for confirming that the tree is yours and that no consent is required. Trees can be protected by a Tree Preservation Order, and separate rules apply in conservation areas. In both cases council consent is needed before work is carried out, and it is an offence to proceed without it. If you are not certain, check with Birmingham City Council or the relevant local authority first. We will not carry out work on a tree we have reason to believe is protected until consent is confirmed.

Hedges and boundaries: we will work only on your side of a boundary unless you have your neighbour's agreement. We cannot settle a boundary dispute and will not get involved in one.

Gardens hide things. Cables, pipes, irrigation, drainage, cesspits, pet graves and buried debris are often not visible from the surface. Tell us about anything you know of. Where something is buried and unmarked and could not reasonably have been seen, we cannot accept responsibility for damage to it.

Where work is weather dependent or would be unsafe in the conditions, we will reschedule rather than carry on.

11. Cleaning

We clean to the standard set out in the quote. If the property needs to meet a particular standard, such as a check-out report or an inventory, send it to us before we attend and we will work to it.

Some things cannot be cleaned out. Ingrained staining, limescale damage, scratched or worn surfaces, damaged paintwork, mould damage to sealant and grout, and general wear are conditions of the property rather than cleanliness, and a clean will not reverse them. We will tell you where that is the case, and where possible we will tell you before we finish rather than after.

We will not move heavy furniture or appliances where doing so risks damage or injury. Tell us in advance if access behind or underneath something is required.

We use appropriate products for the surfaces we find. If a surface in the property needs a particular product or must not be treated in a particular way, tell us beforehand.

12. Insurance and liability

We carry appropriate insurance for the work we do. Details are available on request.

We are responsible for loss or damage we cause by failing to use reasonable care and skill. We are not responsible for:

• Damage or defects that were already present, including anything recorded in our before photographs
• Damage to buried or concealed items we were not told about and could not reasonably have identified
• Loss of items disposed of on your instruction during a clearance
• Problems arising from inaccurate or incomplete information we were given about the property or the work

We do not exclude or limit our liability where it would be unlawful to do so. That includes liability for death or personal injury caused by our negligence, and for fraud.

For business customers, our total liability for any one job is limited to the price of that job, and we are not liable for loss of profit, loss of rent, loss of a sale, loss of business or other indirect loss. If a job forms part of a time-critical turnaround and a delay would be costly to you, tell us before you book so that we can either commit to the date or tell you honestly that we cannot.

Nothing in this section limits the statutory rights of a consumer customer.

13. If something is not right

Tell us. Call 07466 857341 or email info@tenancycrew.co.uk.

Please raise anything about the standard of the work within seven days of completion, and before anyone moves in or the property is occupied where that is possible, because after that point it becomes difficult to establish what was and was not done. Photographs help.

If work has not been done to the standard we agreed, we will come back and put it right at no charge. That is our normal response and our preference.

14. Your right to cancel, for consumer customers

If you are a consumer and you booked the work away from our premises or at a distance, for example by phone, email or through the website, you have the right to cancel within 14 days of entering into the contract and receive a full refund. You do not need to give a reason. Email us or call us to cancel.

If you want the work carried out during that 14-day period and you ask us to start, you can still cancel, but you will need to pay for what we have already done up to the point of cancellation. If the work is finished within the 14 days at your request, the right to cancel no longer applies.

15. Information about you

How we handle your information is set out in our privacy policy.

16. General

If any part of these terms turns out to be unenforceable, the rest still applies.

Neither of us is responsible for a failure to perform caused by something genuinely outside our control, such as severe weather, a civil emergency or a legal restriction on working.

We may update these terms. The version that applies to your job is the version in force when you accepted the quote.

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.