By engaging Mythros Cleaning & Facility Management, you agree to our service terms which cover cleaning, disinfection, and facility management as detailed in your service agreement. Services must be booked in advance with 24-hour notice required for cancellations, and access to premises must be provided at agreed times with possible rescheduling fees for same-day changes.
Payment is due within 30 days of invoice date, with late payment charges of 1.5% per month potentially applying. Service may be suspended for overdue accounts, and refunds are processed within 10 working days where applicable. We guarantee professional service using industry-standard equipment and EPA-approved, environmentally responsible products, with free re-cleans provided where service standards are not met. We carry comprehensive public liability insurance with liability limited to the value of services provided. Customers must report damage or concerns within 24 hours, though we are not liable for pre-existing damage or wear. Health and safety requirements include informing us of any health conditions or allergies, providing access to utilities, and disclosing hazardous materials prior to service. Either party may terminate the agreement with 30 days written notice, with immediate termination allowed for breach of terms.
At Mythros Cleaning & Facility Management, we take all complaints seriously and are committed to resolving issues promptly and fairly while learning from feedback to improve our services. For immediate service issues on the same day, contact us by phone at 07700 900000 during business hours (Mon-Fri 8am-6pm, Sat 8am-2pm), email complaints@mythros.co.uk, or text 07700 900000. For non-urgent complaints, use our online form at www.mythros.co.uk/complaints, email, or post to our Complaints Department.
When making a complaint, please provide your name and contact details, service date and location, details of the issue, desired outcome, and any supporting evidence such as photos. Our response process begins with immediate response within 2 hours during business hours for same-day issues, followed by formal investigation within 48 hours where we acknowledge your complaint and begin investigation by reviewing records, interviewing staff, and assessing evidence.
We provide a resolution response within 5 working days with written findings and resolution. If unsatisfied, a senior management review is available within 10 working days by contacting director@mythros.co.uk. Resolution options may include re-clean at no charge, service credit or refund, process improvements, additional staff training, or goodwill gestures. If still unsatisfied, you may contact your local Trading Standards office, Small Claims Court for monetary disputes, or relevant industry ombudsman.
We guarantee that all complaints are handled confidentially with no discrimination for making complaints, reasonable adjustments for vulnerable customers, and secure record keeping for service improvement. Contact our complaints team at complaints@mythros.co.uk or 07700 900000, senior management at director@mythros.co.uk, or visit www.mythros.co.uk. This policy does not affect your statutory rights as a consumer.
We collect and process personal information including contact details, service addresses, payment information, service history, and CCTV footage where security systems are present. This information is used to provide and improve our cleaning services, process payments, maintain accounts, communicate about services, ensure health and safety compliance, and investigate complaints and quality issues.
We do not sell or share your personal information except with service technicians for job completion, payment processors for billing, where required by law, or with your explicit consent. Your information is protected through secure storage systems with limited access, regular staff training on data protection, encrypted transmission of sensitive data, and secure disposal of paper records.
You have the right to access, correct, request deletion of your data, object to processing, and data portability where applicable. We retain information for active customers during the service relationship, former customers for 7 years for financial records, complaint records for 3 years from resolution, and CCTV footage for 30 days unless an incident is reported. Contact our Data Protection Officer at privacy@mythros.co.uk for data matters.