The Terms of Service are a legal contract between the individual using the Service (“you,” “Customer,”) and (“Company,” “we,” “us,” or “our”).
The Customer acknowledges and agrees to the Terms and Conditions by agreeing to services as stated in this agreement.
Please read these terms of use carefully. By using our site or making a booking via email, phone, you indicate that you accept these terms of use and that you agree to abide by them. If you do not agree to these terms of use, please refrain from using our site or make a booking.
By accepting a professional cleaning service appointment and agreeing to the Service presented by us, you agree to accept the Company’s general terms and conditions listed below. These terms and conditions, along with our letter of confirmation and cleaning schedule, constitute the whole agreement between the parties. No other statements or representation, whether written or oral, shall be obligatory upon the parties.
If any part of this contract is unenforceable or invalid for any reason, the remaining terms and conditions will stay in full force and effect.
If you are uncertain about any point in these terms and conditions, please contact us to clarify. Your statutory rights are not impacted. If the terms and conditions have changed, we will notify you in writing as soon as possible.
GENERAL
1.1. Our cleaning services are charged per job based on the property’s size. It includes the count number of bedrooms, living rooms, bathrooms, and floors, among others.
1.2. A specialized team of cleaners offers the Service, and the number of cleaners within a time does not influence the quoted price.
1.3. If collections of keys are needed from a location outside the postal code area of the scheduled cleaning, or more than a ten-minute walk, an additional charge will apply.
1.4. For living rooms bigger than 40 square meters and bedrooms bigger than twenty square meters, the quoted price will increase, and the Client agrees to any change in the said price.
1.5. The Customer should make sure all personal things are totally moved out; otherwise, an added £50+VAT may be charged. Our cleaning guarantee will not apply to that aspect where belongings are present.
1.6. Cleaning of curtains, ironing boards, vacuum cleaners, and other things left in storage cupboards isn’t part of our cleaning checklist.
1.7. Cleaning of walls, mould on ceilings and walls, kettles, the inside of toasters, and another electrical device is not part of our cleaning checklist. Wall washing should be added at the time of booking.
1.8. If ladders are needed to reach high areas, this should be mentioned at booking.
1.9. The price quoted is always based on a one-single fridge freezer and one single oven. Bigger appliances will incur more costs to clean.
1.10. The Customer should ensure that electricity and hot running water are presented, and there are no blocked drains. An added fee of £50+VAT will be applied if our cleaners need to unblock drains. Should no running water or electricity be presented, we are allowed to leave the premises and will not be responsible, under any circumstances, for any expenses connected with the cleaning not being done.
1.11. Waste or rubbish removal is not part of our cleaning service and will incur an extra cost.
1.12. If the Customer is over thirty (30) minutes late, a late charge may apply.
PRICING
2.1. We reserve the right to amend the initial quotation should the original requirements of the client change.
2.2. For living rooms bigger than 40 square meters and bedrooms bigger than twenty square meters, the quoted price will increase, and the Client agrees to any change in the said price.
2.3. The Customer understands that the quoted price is not a “package deal” and excludes carpet cleaning, amenities cleaning, upholstery cleaning, washing up dishes, wall cleaning, ceiling, balconies, gardens, patios, terraces, etc. outside of windows.
2.4. The final quote can be adjusted if the wrong information is provided when booking the Service.
2.5. The quoted price is based on one single oven and one single fridge freezer. If any bigger and or added appliances are to be cleaned and requested by the Client, an added cost applies per every required item.
PAYMENTS
3.1. We only take cash or bank transfer. A non-refundable deposit is paid at the time of booking with a bank transfer over the phone.
3.2. The remaining balance should be settled on the cleaning service day upon completion of the Service. It will be charged automatically to the same card utilized for the deposit unless otherwise stated.
CANCELLATIONS
4.1. The Client can cancel the booking by giving us no less than 24 hours prior notice in writing, phone call, or email.
4.2. If the Client cancels the Service with less than 24 hours, 50% of the total amount for the job will be charged.
4.3. The Client should pay the full price of the Service booked if:
4.3.1. If our Team of cleaners already arrived at the Client’s premises and cannot gain access to the property through no fault of the Company. If keys are given to the team of cleaners prior to the service date, they should open all locks without any effort or special skills.
4.3.2. If the Client cancels the Service upon the arrival of the cleaners onsite.
4.4. The Client is liable for any mistakes they make regarding wrong bookings. If a booking data is incorrect and the cleaners are turned away, the Client will pay a charge.
4.5. The Customer is liable for any errors they make when it comes to wrong bookings. If a booking date is not correct and the cleaners are turned away immediately, a £50+VAT charge will be paid by the Customer.
4.6. The deposit or booking fee is non-refundable.
4.7. Our Company has the right to reschedule or cancel a service in cases where an incident or any sudden situations have befallen the assigned cleaning team.
LIABILITY & INSURANCE
The Company will not be liable under any conditions for any damages, expenses, loss, delays, compensations, or costs (whether direct, indirect, or consequential) that may be encountered or incurred by the Client arising from or in any way connected with the following:
5.1. The failure of the Company to offer the cleaning services are a result of factors, which are beyond the Company’s control. Factors beyond our control include the inability to gain access to premises, severe weather conditions like snow, storms, flood, and more, and lack of proper resources like lighting, electricity, and water.
5.2. Existing damage to the Client’s property in the form of spillages, burns, or stains that cannot be removed or cleaned by the cleaners using industry-standard cleaning methods.
5.3. We reserve the right to refuse disclosure of confidential company documents.
5.4. We request all irreplaceable items be stored away or not cleaned by the cleaning operatives.
5.5. Items excluded from our liability include art antiques, jewellery, cash, and items of sentimental value. Refunds for items will be made only at their current cash value.
5.6. Arrival and cleaning times are an estimate. We won’t be liable for missed or cancelled costs or any other costs owing to completion times or delayed arrival times.
5.7. The Company is not responsible for any damages for faulty equipment or products presented by the Customer.
5.8. We are not liable for any damages caused by broken or faulty products or equipment presented by the Customer.
5.9. We are not liable for any damage to the Customer’s property in the form of spillages, burns, stains, and more that cannot be removed or cleaned completely by the cleaning operative using the industry standard cleaning methods.
5.10. We shall not be responsible for any third parties or their actions who enter or are present at the premises of the Customer during the cleaning visit nor any charges incurred of said third parties not being granted access. Our cleaners cannot be relied on to grant access to the property to any third parties.
5.11. Claims can be covered by the Company or our subcontractor’s insurance only if the breakages and damage are reported within forty-eight (48) hours of the cleaning service visit.
PRICING, PARKING AND CONGESTION CHARGING
6.1. At the period of booking, please inform us of any costly items, such as furniture that may need specialist treatment or chemicals. It may include oak flooring or parquet, wooden work surfaces, and any other custom-made items.
6.2. If the property being cleaned is within the congestion charging zone, the congestion charge should be paid for by the Customer.
6.3. The Customer is completely responsible for paying any parking penalties incurred from any misinformation or mistake on their part.
6.4. We need a parking area or a valid permit for one vehicle. Otherwise, metered parking should be paid for by the Customer for our team to perform any cleaning services.
6.5. We reserve the right to fix the initial quotation if, upon assessment of the property or during the cleaning, the supervisor evaluates that the task will take more time to finish or should the original requirements of the Customer change. Any revised price should be accepted by the Customer before the added cleaning period is performed.
6.6. Prices quoted by the Company are totally based on average completion times.
CONTRACTED CLEANERS AND SUB-CONTRACTORS
7.1. The Company reserves the right to employ contracted cleaners or subcontractors for any cleaning services without giving any prior notification. Our standard cleaning guarantee will apply here.
CLEANING GUARANTEE & COMPLAINTS
8.1. No refund claims will be considered after the house cleaning services have been carried out.
8.2. All services should be deemed to have been carried out to the Client’s satisfaction unless the Company receives written notice along with details of the complaint within forty-eight hours of the working being done.
8.3. The Company will thoroughly investigate any complaint and try to resolve it timely and professionally.
8.4. Our 48-Guarantee is only valid when the Customer is not at the property. It’s the customer responsibility to check everything before our cleaners leave.
8.5. The Client agrees to permit the Company to return to re-clean and assess any disputed items or areas before organizing a third party to perform services or refusing to pay for the Service.
8.6. Our Company cannot guarantee our End of Tenancy Cleaning Service when personal possessions or people are still present within the property during or after the time of the cleaning.
8.7. We cannot guarantee the removal of cigarette smoke or pet odours during the cleaning and will not be responsible for any deduction.
CLAIMS FOR DAMAGES
9.1. Our operatives make all efforts not to break items; incidents do happen. Identical replacement is attempted but not 100% guaranteed.
9.2. The Company should be given the first opportunity to make good the damage in case of the damage, proven to be caused by us or one of its sub-contractors using their approved maintenance contractor. We will be liable for any damage under no circumstances where this is not allowed by the managing agent, landlord, or the Customer.
9.3. In case of damage proven to be caused by our team, the Company will fix the item at its cost. If the item cannot be repaired, we will rectify the issue by crediting the Customer with the present actual cash value toward a replacement.
9.4. Where the damage results in the Company requiring making an insurance claim, the age of damaged items or broken items will be considered when computing its overall replacement value. The Customer will be put back into the position they were in before the loss happened.
EXCLUSIONS
10.1. Waste or rubbish removal is not part of the End of Tenancy Cleaning Service.
10.2. Getting rid of mould from surfaces is not part of our End of Tenancy Cleaning Service.
10.3. The inside of kettles, toasters, kitchen utensils, and electrical appliances is not part of our End of Tenancy Cleaning Services. Cleaning curtains, ironing boards, vacuum filters, and other items in storage cupboards is not part of our house cleaning services.