DEFINITIONS

“Company” means the company providing the cleaning service.

“Client” means the person or entity who engages the Company to provide cleaning services.

“Services” means the cleaning services to be provided by the Company to the Client.

“Technician” means the person who carries out the cleaning activities. This could be an employee of the Company or a contractor who is working on the Company’s behalf.

“Agreement” means these terms and conditions and any other documents referred to in them.

GENERAL TERMS

The Company reserves the right to make changes to these terms and conditions at any time, with reasonable notice to the client.

If any provision set out in these Terms and Conditions is held by any competent authority to be invalid or unenforceable in whole or in part, the validity of the other provisions and the remainder of the provisions held invalid shall not be affected.

These Terms and Conditions shall be governed and construed in accordance with English Law and shall be subject to the exclusive jurisdiction of the English Courts.

Bookings can be made via email, phone or online. By using our site and or making a booking, you indicate that you have read these terms and agree to abide by them.

Quotes are based on expected completion time of the clean. A representative will visit the property to be cleaned in order to gather information that will be the basis of the quote. For one-off furniture of appliance cleaning, a pre-cleaning visit may not be necessary if adequate photographs that reflect the scale of cleaning required can be sent to the Company

The Company reserves the right to amend the initial quotation if the Clients requirements change or if information provided during the inspection is incorrect or misleading.

The Company requires a parking space or parking permit for one vehicle for the duration of the visit(s). The Client is liable for any parking charges or fines that maybe incurred during the visit(s).

All estimates, quotes, and prices provided by the Company following a request from the Client shall remain open for acceptance for a period of 10 working days from their date, unless if a promotional price was provided and then up to the expiry date of that offer, or the 10 working day period, which ever expires first.

The Company requires 24 hours’ notice when booking is made online, we cannot guarantee the availability of a slot if 24 hours’ notice is not allowed by the Client.

If ladders are required to reach high areas then this must be stated at booking.

At the time of inspection for the purposes of quotation, please notify The Company of any expensive items which require special treatment or chemicals. The Client is responsible for informing the Company of any pre-existing damage or fragile items.

The cleaning or removal of hazardous, toxic, or dangerous substances plus tough stains or marks not applicable to cleaning are not permitted within the services the Company provides. This includes, but not limited to: human or animal blood, faeces, or bodily fluids; medical waste; perishable food; corrosive/noxious liquids; gas canisters; creosote; paint; rust; marks on walls; stains or dirt on radiators.

The Client must provide running hot water, electricity, and sufficient light at the premises where the service takes place. If cleaning can still take place, the Company will not be held liable for any tasks that cannot be completed due to the lack of hot water, electricity or light. The re-clean guarantee will not apply.

The Company reserves the right to refuse or decline work at its own discretion. Where the Company agrees to carry out works for the Client those works shall be undertaken by the designated Technician of the Company at its absolute discretion.

CONFIDENTIALITY

The Company shall keep confidential all information obtained from the Client in the course of providing the Services.

The Company shall not disclose such information to any third party without the prior written consent of the Client.

CANCELLATIONS

Bookings cancelled by the Client

The Client can cancel the arranged service at any time and the following charges will occur depending on when they cancel the booking.

A: The Client can cancel the booking for free of charge if they allow 24 hours and more before the starting of the job.

B: 30% of the total job value will be payable if the Client cancels within 24 hours of the starting of the job

The Client can cancel their booking via phone or email during our working hours.

The Company require 24-hour notice to reschedule a booking. For amendments made less than 24 hours of the starting of the job there is 10% fee payable

If the Company’s Technicians are unable to gain access to the property at the agreed start time, or time slot, the Company’s Technicians will wait for a maximum of 1 hour (see Wait Time section) and if the Company’s Technicians are still unable to gain access at the end of the hour wait, the service will be cancelled and the Client will be liable for 100% of the fee quoted.

Bookings cancelled by the Company

If the Client violates any of the terms, the Client’s permission to use the services and website will automatically terminate.

The Company reserves the right to cancel any booking at any time without notice or cause.

The Company will do its best to accommodate changes in dates and times of booked work. Please note that it is not possible for the Company to guarantee that an individual Technician will be available on the new day and at the time the Client requires. All appointments are amended subject to the Company’s existing work schedule.

The Company reserves the right to refuse any cleaning job if the condition of the property is hazardous to the health and wellbeing of the Technician(s). If the Company is not made aware of this before arrival and Technicians are unable to carry out the work as a result, the Client will be charged a 50% of the total value.

Should no electricity or running water be provided we are permitted to leave the property and will not be liable, under any circumstances, for any costs associated with the cleaning not being carried out.

The Company has the right to cancel or reschedule a service in cases where an accident or any unexpected circumstances have befallen the assigned Technician.

Wait time

If the Company’s Technicians need to wait before, during, or after the service for the Client, a representative of the Client, or a third party then a Wait Time Charge will be applicable.

The Wait Time Charge is £5 for each 10 minutes or £25 for each hour.

The maximum total wait time per service is 2 hours of which that total can be comprised of 1 hour maximum wait before the service, 1 hour maximum wait during the service, or 1 hour maximum wait after the service.

The first 30 minutes of wait time per service is free of charge.

COMPLAINTS AND CLEANING GUARANTEE

No refund claims will be considered once the cleaning service has been carried out.

All services shall be deemed to have been carried out to the Client’s satisfaction unless written notice is received by the Company with details of the complaint with photographic evidence within 5 days of the work been completed. The Company will fully investigate any complaint and attempt to resolve it in a professional and timely manner.

Standard guarantee terms

The ‘Standard Guarantee’ is a guarantee that while the Company’s Technicians are present at the property, if the Client, a representative of the Client, or a Third Party finds any areas or items missed that need cleaning then the Company’s Technicians will rectify those areas or items (up to a maximum of 30 minutes extra cleaning time).

The Company does not guarantee the return of the tenancy deposit under any circumstances to The Client or any other third party. The Company will not be held liable for tenancy deposits which are withheld, deducted, or not return, in full or in part, to The Client, or any other third party, under any circumstances. The Company will not be held liable for any further cleaning or loss, damage, delay, additional costs, or compensation charge as part of the ‘Standard Guarantee’.

The Client agrees to inspect the work immediately after its completion and to draw the Technician’s attention to any outstanding cleaning issues while the Technicians are still on site.

If the Client, or a representative of the Client, is unable to be at the property at the end of the clean then the Client agrees that the Company has completed the work to a satisfactory standard. The Client agrees that the Company will not be liable or responsible for any issues that arise.

Re-clean guarantee

(End of Tenancy only)

The Client must provide evidence that the work carried out was not of a satisfactory standard. The Client must provide this evidence within 5 days of the work being completed. If it is clear that the Company is at fault, we will arrange for a Technician to re-visit the property to rectify any mistakes.

The Company will not guarantee a re-clean if the property has been accessed by anyone after the clean except the landlord and inventory clerk.

The Client agrees to allow the Company back to re-clean and inspect any disputed areas/items before arranging a third party to carry out services or refusing to pay for the service.

The Company reserves the right to only offer one re-clean per service.

Where access is denied for a re-clean, the Company is not liable for any costs associated with not being granted permission to re-enter the property to carry out the re clean.

The Company cannot guarantee our End of Tenancy Cleaning service when people or personal possessions are still present in the property during or after the time of the cleaning.

Fridges and freezers should be emptied and defrosted prior to our arrival and turned off so we can clean them. We will not be liable for cleaning freezers which have not been defrosted and will not return to re-clean a freezer if it has not been defrosted before Technicians have commenced cleaning.

The Company will make sure appliances are cleaned to a high standard. However, if they have not been cleaned since they were purchased regrettably, we will not be liable for ingrained dirt that cannot be removed using standard cleaning practices.

The Company cannot guarantee the removal of pet odours or cigarette smoke during the cleaning and will not be liable for any deductions for this.

Please Note:  The Company has the rights to refuse the clean of the property if a third party is present such as builders, handymen, inspectors. If the Technician cleans the property while third party is present then the guarantee will not be valid.

The Company may also refuse to clean the property where there is no electricity or hot water. If the Technician cleans the property where there is no electricity or hot water the guarantee will no longer be valid.

DAMAGES

The Company holds public liability insurance to the value of £1,000,000

The Company shall provide evidence of such insurance upon request by the Client.

The Client agrees to notify the Company for any claims for damages or losses within 48 hours of the completion of the service.

The Company will take full responsibility for damages to the property or items during the service if proof and photographic evidence is provided. The Company requires up to 72 hours to investigate the claim. Claims without evidence will not be considered.

In the case of breakages, identical replacement is always attempted but not guaranteed

In the case of damage, if proven to be caused by the Company, we must be given the opportunity to repair the damage at its cost using an approved maintenance contractor. We will not be liable for any damage if this is not permitted by the Client, landlord or letting agent.

If damage cannot be repaired, the Company will compensate the Client with the items present cash value. This liability only applies once full payment for the service has been received.

Where the damage results in the Company needing to make an insurance claim, the Client acknowledges that there is an insurance excess of at least £250 per claim, depending on the type of claim, which will be at the Client’s expense.

The Company is not responsible for any existing damage to Client’s property in the form of old stains/burns/spillages etc. which cannot be cleaned/removed completely by the Technician using the industry standard cleaning methods.

The Company is not liable for any damages caused by faulty products/equipment provided by the Client.

The Company is not liable for any damages caused by faulty or broken items which lead to other damages.

FEEDBACK

We highly recommend you leave a feedback for each service completed, you also have an option to rate the service provider. Reviews are limited to one review per service completed

Feedbacks are meant to act as review to their service provider. Threatening the service provider that you will give a negative feedback is against our terms and will be dealt with accordingly.

All feedbacks are welcome, positive and negative, but in instances where the negative feedbacks are suspected to be form of malice towards the Company, an investigation will be conducted, and action will be taken accordingly.

If the Client is not satisfied with the service provided kindly contact us before leaving a negative feedback this allows mutual understanding and an opportunity to investigate and correct the wrongdoing.

PAYMENT

Payment is due at the end of the visit or as soon as practicably possible thereafter. Payment must be made by card, BACS or cash.

For account/invoice/credit Clients, the Invoice is due for payment within 30 days of the Company’s issue of the invoice.

Persistent failure to settle an account may result in legal proceedings to recover the monies due to the Company.

The Company shall not be required to issue or deliver any certificates, guarantees, or other similar documents regarding the Service until payment has been made in full.

Where the Client is represented by a third party (such as a managing agent, contractor, or another representative), in the event of non-payment by the Client, the third party will be responsible for payment unless The Company has agreed otherwise in writing.

SERVICE TERMS

All services follow the Company’s cleaning checklists.

One Off

The scope of the one-off cleaning service will be agreed upon by both the Company and the Client. Any changes to the scope must be communicated in advance. Any additional cleaning tasks will be subject to a separate agreement and additional fees.

The Client is to provide all cleaning materials and equipment unless otherwise agreed upon. A surcharge will apply if the Client requests that the Company provides materials and equipment.

The Client must provide access to the property for the Company at the scheduled time. If access cannot be provided, the Client must inform the Company in advance.

Regular Cleaning (weekly/bi-weekly)

The cleaning schedule shall be agreed upon between the Company and the Client, and may be subject to change with prior notice. Any changes to the schedule must be communicated in advance.

The Client is to provide all cleaning materials and equipment unless otherwise agreed upon. A surcharge will apply if the Client requests that the Company provides materials and equipment.

Payment for cleaning services will be made according to the agreed upon schedule. Failure to make payment on time may result in the suspension of services.

The Client must provide access to the property for the Company at the scheduled time. If access cannot be provided, the Client must inform the Company in advance.

End Of Tenancy Cleaning

End of Tenancy Cleaning service is charged on a per job basis taking into account multiple variables including, but not limited to, a property in a ‘standard’ condition, what is to be cleaned, and the estimated cleaning time. Please note that the Company does not charge per manhour and the number of Technicians attending the Client’s property may vary. The number of Technicians in a team cannot affect the initially estimated or quoted price.

The Client must ensure that all personal belongings are completely moved out otherwise an additional £25 may be charged. Where belongings are present our cleaning guarantee will not apply to that area.

Rubbish or waste removal is not part of our end of tenancy cleaning service.

The Client is to ensure that hot running water and electricity is provided and that there are no blocked drains. An additional charge of £25 will be applied if the Technician has to unblock drains.

If a fridge freezer or freezer clean is required, please ensure that it is fully defrosted 24 hours before the service begins, otherwise, the Technicians will be unable to clean it.

If an oven clean is required, please note that oven trays are not included as part of an oven cleaning service.

Cleaning of vacuum cleaners, ironing boards, curtains and other items left in storage cupboards is not part of our end of tenancy cleaning checklist.

Cleaning of walls, mould on walls and ceilings, the inside of toasters, kettles and other electrical appliances is not part of our end of tenancy cleaning checklist. Wall washing and kitchen appliance cleaning needs to be added at the time of making a booking.

The Company shall provide all cleaning supplies and cleaning equipment necessary to carry out the service.

The Client, or a representative of the Client, is required to be at the property at the beginning of the clean to let the Technicians in, provide the Technicians with a set of keys (if required), and walk the Technicians through the areas that the Client requires cleaning.

The Client, or a representative of the Client, is required to be at the property at the end of the clean to walk through the property with the Technicians, advise on any areas that need additional cleaning, to sign-off on the cleaning service provided, make payment for the balance of the service provided, to receive any keys that have been handed to the Technicians, and to let the Technicians out of the property. The Client assumes responsibility for securing and locking up the property.

If the Client is more than 30 minutes late a late fee will apply (see Wait Time section)

The Client, or a representative of the Client, is required to sign-off all work and the checklist on-demand at the end of the clean while the Technician is present, unless this has been agreed in writing in advance.

Deep Cleaning

Deep Cleaning service is charged on a per job basis taking into account multiple variables including, but not limited to, a property in a ‘standard’ condition, what is to be cleaned, and the estimated cleaning time. Please note that the Company does not charge per manhour and the number of Technicians attending the Client’s property may vary. The number of Technicians in a team cannot affect the initially estimated or quoted price.

While every effort is made to prevent breakages, accidents do happen. Please ensure that all irreplaceable or sentimental items are removed from the property or stored away.

Rubbish or waste removal is not part of our deep cleaning service.

The Client is to ensure that hot running water and electricity is provided and that there are no blocked drains. An additional charge of £25 will be applied if the Technician has to unblock drains.

If a fridge freezer or freezer clean is required, please ensure that it is fully defrosted 24 hours before the service begins, otherwise, the Technicians will be unable to clean it.

If an oven clean is required, please note that oven trays are not included as part of an oven cleaning service.

Cleaning of walls, mould on walls and ceilings, the inside of toasters, kettles and other electrical appliances is not part of our end of tenancy cleaning/deep clean checklist. Wall washing and kitchen appliance cleaning needs to be added at the time of making a booking.

The Company shall provide all cleaning supplies and cleaning equipment necessary to carry out the service.

Carpet and Upholstery Cleaning

The carpet cleaning service is available as an standalone service or an add-on to a deep cleaning service such as an End of Tenancy or Move In Clean.

The carpet cleaning service uses a water extraction machine that provides shampooing of the carpets.

The Company shall not be liable for the shrinkage of carpets as a result of poor fitting.

The Company is not liable for any wear or discoloration of fabric that becomes more notable once dirt is removed.

Carpet Cleaning booked along with End of Tenancy Cleaning is not part of the re-clean guarantee that applies for End of Tenancy Cleaning.

We shall not be responsible for any damage caused as a result of the Client placing furniture on a carpet which has not completely dried.

The Company cannot guarantee the removal of pre-existing stains and/or any discoloration of the carpet

Please notify us at the time of booking if your carpet is a natural pile e.g. wool or hessian

The Client shall be responsible for the removal of all furniture, goods and breakables for the purpose of cleaning. The Company will not accept responsibility for any damage caused to furniture, goods or chattels not removed by the Client unless damage has occurred as a direct result of negligence or lack of care on the part of the Company.

Unless otherwise agreed prior to work commencing, it is accepted that stationary items such as televisions, side cabinets, bookcases, wall units, filing cabinets etc will remain in place and no cleaning will be carried out beneath these units, the same will apply into closets and cupboards.

We will endeavour to note, identify and remove all spots and stains requiring treatment, however the entire removal of some spots and stains are not guaranteed due to the staining properties of the products i.e. tannin, rust, DIY spotting agents etc.

Liability cannot be accepted for colour run or migration due to manufacturers using non-colourcast dyes or markers in frames, trimmings, padding, stuffing, piping sewing threads, linings and valances.

Post-Construction Cleaning

The post-construction cleaning service will include cleaning of construction debris, dust, and any other materials left behind after construction or renovation work.

The Company will provide all necessary cleaning equipment and supplies, unless otherwise agreed upon.

The Company is not responsible for the removal of building/construction waste.