1.1 – Except to the extent expressly provided otherwise, in these Service Terms and Conditions following definitions apply:
1.1.1 – “The Company”, “We”, “Us”– means the company with name Xpressing Cleaning Services Ltd, registered in England and Wales No: 13343933, registered address First Floor Flat, 18 The Chase, Wallington, England, SM6 8LY.
1.1.2 – “The Client” –means the person, firm or corporate body together with any subsidiary or associated company as defined by the Companies Act 1985 to whom the cleaning services are supplied by the Company.
1.1.3 – “Client’s Address” –means the address where the Client has requested the cleaning service to be carried out.
1.1.4 – “Contracted Client” –means the person, firm or corporate body together with any subsidiary or associated company as defined by the Companies Act 1985 to whom the cleaning services are supplied by the Company and have signed Agreement for Cleaning Services.
1.1.5 – “Cleaner” –means the person, personnel or firm carrying out cleaning services on behalf of the Company;
1.1.6 – “Service”, “After-Builders Cleaning”, “Sparkle Cleaning”, “Show Home and Marketing Suite Cleaning”, “Carpet and Upholstery Cleaning”, “Commercial cleaning- Communal Areas, Offices, Public Spaces”, “End-of-Tenancy Cleaning”, “One-off Cleaning”, “Oven Cleaning”- means the cleaning services carried out on behalf of the Company;
1.1.7 – “Cleaning Visit”– means the visit to the Client’s service address by the Cleaner in order to carry out the Service;
1.1.8 – “Contract” –means a particular contract made under these Service Terms and Conditions between the Company and the Client;
1.1.9 – “Terms and Conditions” –means all the documentation containing the provisions of the Contract, namely the main body of these Service Terms and Conditions and the Statement of Work, including any amendments to that documentation from time to time.
1.1.10 – “Effective Date” –means the date of execution of Agreement for Cleaning Services incorporating these Service Terms and Conditions;
1.1.11 – “Agreement for Cleaning Services” –means a written statement of work agreed by or on behalf of each of the parties;
1.1.12 – “Charges” –means the following amounts, calculated by multiplying the Company’s standard time-based charging rates (as notified by the Company to the Client before the date of the Contract) by the time spent by the Cleaner performing the Services (rounded up by the Company to the nearest half-hour);
1.1.13 – “Bank Transfer” –means a payment between the Client bank account and the Company bank account.
1.1.14 – “Deposit” –means a sum of money, which is part of the full price of the Service.
1.1.15 – “Client Premises” –means any premises owned or controlled by the Client at which the parties expressly or impliedly agree the Cleaner of the Company shall provide Services.
1.1.16 – “Payment in advance” – means if the company asks for payment in advance, the payment must be received in full before the services are delivered.
1.1.17 – “One-Off Cleaning Services” – means one-time cleaning services only.
1.1.18 – “Oven Cleaning Services” – means oven cleaning services only.
1.1.19 – “End of Tenancy Cleaning Services” – means all cleaning services such as End of Tenancy cleanings, Move-Out cleanings, Move-In cleanings. These services are one-time cleanings as a final cleaning after the period of living in the property or before move-in into the property.
1.1.20 – “After Builders Cleaning Services” – means cleaning services of the property after any builders and renovation work.
1.2 – Unless the context requires otherwise, a reference to the singular includes the plural and references to the masculine include the feminine and vice versa.
1.3 – The Headings contained in these Terms are for convenience only and do not affect their interpretation.
2.1 – These Service Terms and Conditions represent a contract between the Company and the Client.
2.2 – The Client agrees that any use of the Company’s services, including placing an order for services by telephone, email, website forms shall constitute the Client’s acceptance of these Service Terms and Conditions.
2.3 – The Company is not responsible for unread email from the company or email in the Client’s spam directory.
2.4 – Unless otherwise agreed in writing by a director of the Company, these Service Terms and Conditions shall prevail over any other terms of business or conditions put forward by the Client.
2.5 – No variation or alteration of these Service Terms and Conditions shall be valid unless approved in writing by a director of the Company.
2.6 – Both parties shall ensure that their respective responsibilities under this agreement are undertaken in compliance with all statutory regulations and codes of conduct.
2.7 – Terms specified for Regular Cleaning Services only:
2.7.1 – These services have an additional agreement, signed by both parties (the company and the client) aiming to more precisely define the service.
3.1 – The Contract shall come into force upon the Effective Date or upon the date of the agreement with Terms and Conditions through the website or email of the Company.
3.2 – The Contract shall continue in force indefinitely or until all the Services have been completed and all the Charges have been paid in cleared funds.
3.3 – Unless the parties expressly agree otherwise in writing, each Agreement for Cleaning Services shall create a distinct contract under these Service Terms and Conditions.
4.1 – The Company shall provide the Services to the Client in accordance with these Terms and Conditions.
4.2 – The Company shall provide the Services in accordance with the standards of skill and care.
4.3 – If the Client believes that any element of the Services does not meet the standard specified in Clause 4.2, then the Client must promptly notify the Company and allow the Company to investigate the matter (including where applicable allowing the Company to inspect the results of those Services) and if those Services do not meet that standard, re-perform those Services.
4.4 – We encourage our clients to fully inspect areas commissioned for cleaning before our cleaning team leaves the client’s address. Once they have checked everything, they have the right to demand additional cleaning operations to satisfy their requirements and other cleaning specifications.
5.1 – All quotation time slots are given by the Company following a request by the Client and are valid for a period of 5 days from their date.
5.2 – The Company reserves the right to amend the initial quotation, should the Client’s original requirements change.
5.3 – The company may refuse to provide a quotation price if any of the information provided by the client is fake.
5.4 – The Company reserves the rights to add an additional charge for the cleaning service in case the property (the Client’s address) is over dirty. This can be determined by the Company after a visit or arrival by the company representative or cleaning team. In case the client refuses the additional fee for an overly dirty property, the company reserves the right to cancel the cleaning guarantee or cancel the cleaning. In case of cancelling the service, the company may have charges for late cancelling.
5.5 – The company uses national average room sizes when calculating quotations over the phone or email. The client must inform the Company if the size of the room is over the national average room size. (average double room size – 10.2m²; the average single room – 7.2m²).
5.6 – All quotation prices are given by the Company following a request by the Client and shall remain open to acceptance for a period of 5 days from their date.
5.7 – If there are any differences in the size of the property which is not included in the quoted price this will be discussed with the Client. If the Company decided that the difference will cost more than the original quotation price and the Client didn’t accept the additional charge, the Company reserves the right to cancel the cleaning or do the service as per the original quote without the difference.
5.8 – Terms specified for End of Tenancy Cleaning Services only:
5.8.2 – The end of tenancy cleaning service assumes the property has one of each type of appliance (standard size in the UK). This means one oven, one fridge, one washing machine…etc. There is an extra fee for all additional appliances. In case the Client has more than one appliance of the same type, the Client must mention it in advance to the Company.
5.8.2 – The quoted price for this type of services does not include extras like a hot water extraction carpet cleaning, and a hot water extraction upholstery cleaning (unless included in addition to the main quotation price),stripping and polishing floors, clean up pet accidents and other biohazardous substances, stripping and polishing floors, washing up dishes, Moving and cleaning of personal belongings such as clothes, skincare, electronics, books, etc, cleaning marks and spots on walls/ceilings, cleaning balconies/terraces, cleaning patios/gardens/, lift and move heavy furniture requiring 2 or more people. Those extra services are priced separately.
5.8.3 – This type of services are charged per job taking into account the current condition, number of rooms, living rooms, dining rooms, bathrooms, toilets, shower rooms and en-suites. Please note that the Company does not charge per hour per cleaner and the number of cleaners attending your property may vary. The number of cleaners in a team cannot affect the initially quoted price.
5.9 – Terms specified for After Builders Cleaning Services only:
5.9.1 – The quoted price for After Builders Cleaning does not include extras like hot water extraction cleaning of carpets and upholstery (unless included in addition to the main quotation price ), stripping and polishing floors, clean up pet accidents and other biohazardous substances, stripping and polishing floors, washing up dishes, Moving and cleaning of personal belongings such as clothes, skincare, electronics, books, etc, cleaning marks and spots on walls/ceilings, cleaning balconies/terraces, cleaning patios/gardens/, lift and move heavy furniture requiring two or more people. Those extra services are priced separately.
5.10 – Terms specified for Carpet Cleaning Services only:
5.10.1 – Carpet cleaning is charged per cleaning job. The quote depends on the size per square metre, the current condition of the rooms, the condition of the sports and marks on the carpet, the number of steps from the staircase etc.
5.10.2 – Carpet cleaning does not include lifting and moving of heavy furniture that require two or more people; moving of personal belongings such as clothes, skincare, electronics, books, etc.
5.10.3 – The Client acknowledges and agrees that the Company shall not be held responsible for the following conditions:
- Any marks on upholstery fabric caused by print on the back of the fabric, padding or interlining that was not visible at the start of the work.
- Separation of carpet seams that were not properly fastened by either heat seaming or sewing.
- Shading of fabric caused by light reflections resulting from usage.
- Fading of colour due to exposure to light or wear.
- Any pre-existing damage prior to cleaning.
- Fair wear and tear or inadequate or improper fitting.
- While the Company will try their best to remove marks or stains, they cannot guarantee that all marks or stains will be removed.
- The Client is responsible for moving any breakable items from the areas to be cleaned. The Company will not be liable for any breakage caused by failure to do so.
- Claims must be based on the current value of the article at the time of the work, taking into account wear and tear.
- The Company cannot consider any damage claims unless written details are provided within 24 hours of completion of the work. Claims will only be considered if based on negligence.
- The Client is responsible for providing access to the site for the Company. The Client must inform any security personnel of the Company’s attendance and ensure the premises are locked up and secure upon completion of the work. Any local parking arrangements must be agreed upon in advance.
6.1 – All quotation prices may differ from the prices shown on the website (www.xpressingcs.co.uk) and depend on the type of property, locations, sizes and services.
7. Client obligations
7.1 – The Client shall promptly provide to the Company such access to the Client Premises as is reasonably required by the Company for the provision of the Services.
7.2 – The Client shall maintain the Client Premises in good order for the supply of the Services and in accordance with all applicable laws.
7.3 – The client must provide the company with access to running water, hot water, wastewater disposal facility, toilet facilities, electricity and adequate lighting in the premises where the service is provided. They all have to meet health and safety standards.
7.4 – The client agrees to let the cleaners do their work without absolutely any interference as long as they are in the property (client’s address).
7.5 – The client agrees to keep the polite form of communication with the cleaner and anyone from the company. Abusive, harassing or offensive behaviour is unacceptable, whether verbal, physical or visual. This includes any demeaning, insulting, embarrassing or intimidating behaviour directed at any cleaner or employee of Xpressing Cleaning Services Ltd related to race, colour, gender, national origin, age, religious creed, physical or mental disability, marital status, pregnancy, sexual orientation, veteran status, citizenship or another characteristic protected by law. If any such behaviour or conduct is discovered, whether directly or indirectly, the contract will be terminated with immediate effect and no refunds will be due and we may seek to prosecute.
7.6 – Terms specified for End-of-Tenancy Cleaning Services and Pre-Occupatinal Cleaning Services only:
7.6.1 – The clients agree that the property (Client’s Address) will be completely vacant and empty of all the tenants’ things including furniture, appliances, kitchen utensils, clothes etc. before the beginning of the cleaning service.
7.6.2 – Due to the health and safety policy, the client agrees to let the cleaners alone at the property (Client’s Address) during the cleaning process.
8.1 – If the client has special requirements, the Client must provide a detailed list of specifications to the Cleaner prior to service commencing. If only a verbal description of the tasks has been provided, the Company shall not be responsible for any tasks not carried out.
8.2 – Terms specified for One-Off Cleaning Services only:
8.2.1 – If the Client has equipment that is complicated to operate, the Client must provide detailed instructions to the Cleaner.
8.2.2 – The Company shall provide all cleaning supplies and cleaning equipment necessary to carry out the service.
8.3 – Terms specified for End of Tenancy Cleaning Services only:
8.3.1 – The Company shall provide all cleaning supplies and cleaning equipment necessary to carry out the service
8.4 – Terms specified for Carpet Cleaning services:
8.4.1 – The Company shall provide all cleaning supplies and carpet cleaning equipment required to carry out the service.
8.5 – Terms specified for Upholstery Cleaning services:
8.5.1 – The Company shall provide all cleaning supplies and upholstery cleaning equipment required to carry out the service.
8.6 – Terms specified for After Builders Cleaning services:
8.6.1 – The Company shall provide all cleaning supplies and cleaning equipment necessary to carry out the service.
8.7 – Terms specified for Oven Cleaning services:
8.7.1 – The Company shall provide all cleaning supplies and cleaning equipment necessary to carry out the service.
9.1 – Private cleans only – Payment is requested on completion on the day of the cleaning session. Payment should be made before the clean takes place or at the latest on completion of the clean by BACS payment, cash for private clients or via credit/debit card.
9.2 – The Client must pay all invoices to the Company within the period of 1 calendar day following the issue of an invoice in accordance with this Clause 9 (Payment) in the form of a BACS payment, cash payment for private clients, direct debit or via credit/debit card.
9.3 – The Company shall issue invoices for the Charges to the Client at any time after the relevant Services have been delivered to the Client or in advance of the delivery of the relevant Services to the Client.
9.4 – For other contractors and agencies, payment should be made within 30 days of receipt of the invoice unless otherwise agreed.
9.5 – The Client understands that any ‘late payments’ may be subject to additional charges.
9.4 – All payments made via BACS must have the invoice number as a reference to the payment.
9.5 – The Company reserves the right to cancel any contract, and charge an additional cost for past services to reflect the balance of the standard rate(s) if any misleading or false information was used to obtain discounted services.
9.6 – If the Client agreed with the quotation price, the Client agrees that the full amount must be paid to the Company no matter under what circumstances.
9.7 – Payments by cheque are not accepted.
9.8 – The Client agrees to and authorises the Company to charge his debit/credit card he has provided to the Company with any outstanding amounts owed to the Company.
9.9 – The Company reserves the right to cancel services without notice due to declined credit card transactions, non-cleared funds or non-cleared balance.
9.8 – The rates of payment by the Company shall be as agreed between the Company and the Client, or his representative. The Client or his representative shall make no reduction or retention from the sum due under any invoice.
9.10 – Payments by cash must be paid to the Cleaner before the start of the cleaning service.
9.11 – Terms specified for private clients: End of Tenancy Cleaning Services, One-Off Cleaning Services, After Builders Cleaning Services, Carpet and Upholstery Cleaning Services and Oven Cleaning:
9.11.1 – The service requires a deposit payable on the booking day to the Company via debit/credit card, BACS payment, cash or by the Company’s online payment platform if they want to confirm the booking.
9.11.2 – In case the quotation price is more than £500, the Client may pay 20% of the quotation price in advance as a deposit on the booking day and the rest of the amount must be paid immediately after the cleaning service/s.
9.12.3 – If the Client didn’t pay the full amount of the price for the service after one hour from the beginning of the service, the company reserves the right to stop and cancel the cleaning service and keep the deposit.
9.13 – All given prices over the phone, email, text and website are not subject to VAT at the end.
10.1 – If the Company is forced to use a debt collecting agency or county court to secure payment, the Client agrees to pay any debt collecting agency fees, court fees, legal cost, or interest that will occur due to the result of non-payment of the Client outstanding bill.
10.2 – The Company reserves the right to charge interest on invoiced amounts unpaid for more than 3 days at the rate of 8.25% per annum above the Bank of England base rate from the due date until the date of actual payment under the Late Payments Act. In addition, the Company reserves the right to charge up to £100.00 charge for the cost of recovering a late commercial payment on top of claiming interest from it under the Late Payments Act.
11.1 – No refund claims will be made once the cleaning service has been completed.
11.2 – No refund claims will be made if the clients refuse access to the property (client’s address) for re-cleaning in case the client has a complaint of the first cleaning.
11.3 – Refund will be issued only if the Cleaner of the Company has not been able to carry out the cleaning on the booked date due to reasons beyond the Client’s responsibility.
11.4 – In the case of the Client cancelling the service less than 24 hours before the service is due, Xpressing Cleaning Services Ltd reserves the right to charge the Client 100% of the amount for a late cancellation fee.
11.5 – The company does not make any refund to the client if there is non-observance of point Clause 5.7.
11.6 – If the client is not satisfied with our services, we will try to finish the job and satisfy disappointments there and then. If the client fails to give us feedback and denies rectification of the problems, Xpressing Cleaning Services Ltd has the right to refuse any refund, money-back guarantees, and other forms of financial settlement.
11.7 – Xpressing Cleaning Services Ltd requires the presence of the Client or his/hers representative at the beginning and at the end of the cleaning session as an inspection will be carried out and any corrections made, the same day.
11.8 – Terms specified for End of Tenancy Cleaning Services only:
11.8.1 – In the case of the Client cancelling the service at least 72 hours before the service is due, Xpressing Cleaning Services Ltd reserves the right to charge the Client £50 for a cancellation fee.
11.8.2 – In the case of the Client cancelling the service between 72 hours and 24 hours before the service is due, Xpressing Cleaning Services Ltd reserves the right to charge the Client 50% of the amount for a late cancellation fee.
11.9 – Terms specified for Carpet Cleaning services:
11.9.1 – In the case of the Client cancelling the service at least 72 hours before the service is due, Xpressing Cleaning Services Ltd reserves the right to charge the Client £50 for a cancellation fee.
11.9.2 – In the case of the Client cancelling the service between 72 hours and 24 hours before the service is due, Xpressing Cleaning Services Ltd reserves the right to charge the Client 50% of the amount for a late cancellation fee.
11.10 – Terms specified for Upholstery Cleaning services:
11.10.1 – In the case of the Client cancelling the service at least 72 hours before the service is due, Xpressing Cleaning Services Ltd reserves the right to charge the Client £50 for a cancellation fee.
11.10.2 – In the case of the Client cancelling the service between 72 hours and 24 hours before the service is due, Xpressing Cleaning Services Ltd reserves the right to charge the Client 50% of the amount for a late cancellation fee.
11.11 – Terms specified for After Builders Cleaning services:
11.11.1 – In the case of the Client cancelling the service at least 72 hours before the service is due, Xpressing Cleaning Services Ltd reserves the right to charge the Client £50 for a cancellation fee.
11.11.2 – In the case of the Client cancelling the service between 72 hours and 24 hours before the service is due, Xpressing Cleaning Services Ltd reserves the right to charge the Client 50% of the amount for a late cancellation fee.
12.1 – All cancellation requirements must be in a written notice.
12.2 – The Company reserves the right to cancel and not provide the service if the client’s property does not meet the standard specified in Clause 7.3. In this case, the Company reserves the right to charge the full amount of the quoted price.
12.3 – The Client waives the right to any claim in terms of quality of service if the client’s property does not meet the standard specified in Clause 7.3.
12.4 – Terms specified for One-off cleaning services:
12.4.1 – If the client cancels the cleaning at least 24 hours before the service is due, the company retains the right to charge 50% of the quotation price.
12.4.2 – If the client refuses to pay the additional price in the case of Clause 5.4 and decided to cancel the service, the company has the right to keep the full amount of 100% of the quotation price.
13.1 – Terms specified for Regular Cleaning services:
13.1.2 – Only unless other is not agreed in a written agreement and signed by both parties, the Client may terminate the Contract by giving to the Company not less than 30 days written notice of termination.
13.1.2 – If the Client terminates the agreement and clause 12.1 is not observed, the Client agrees to pay a termination fee of £100.
13.3 – The client agrees to pay in advance the whole amount for the rest of the services until the notice ends.
14. Employment Referral Fee
14.1 – Xpressing Cleaning Services Ltd reserve the right to charge the Client an employment referral fee of £1000 per person, if she/he directly employs (either legally or on a cash basis) anyone currently employed/sub-contracted by Xpressing Cleaning Services Ltd within the 2 year period prior to such employment. The Client understands and agrees that the Client must pay this fee in all cases if it occurs. The Client further agrees to reimburse the Company all collections or legal fees the Company incurred in collecting this employment referral FEE.
15. Status of the Company
15.1 – The Company is not an employee of the Client, but an independent Company.
16.1 – The company is obligated to ensure all the work they undertake. The Company’s public and product liability insurance covers damages caused by a cleaning operative working on behalf of the Company. All claims are subject to an excess of £250.00 depending on the specific type of claim
16.2 – All subCompanys or self-employed cleaners, who are in partnership with the Company, have public and product liability insurance. Their insurance covers damages up to £5 000 000.
16.3 – All subCompanies or self-employed cleaners, who are in partnership with the Company, have employer’s liability insurance. Their insurance covers claims for injury or harm caused to any employee up to £5,000,000.
17.1 – Any notice given under these Service Terms and Conditions must be in writing.
17.2 – Any notice from one party to the other party under these Service Terms and Conditions must be given by one of the following methods using the relevant contact details set out in the Agreement for cleaning service or website.
18.1 – If the Client instructs a third party to inspect the result from the cleaning then the Company must be notified in writing before the completion of the service.
18.2 – The Company may require entry to the location of the claim within 24 hours from the claim to correct the problem.
18.3 – The Client agrees to report in writing by email any problem, damages, losses, liabilities and expenses within 24 hours after the Cleaning Visit in order to be accepted as a valid claim. If a problem occurs on a Saturday, it must be reported by Monday 11:59 am in order to be accepted as a valid claim. If the client does not follow the above, he loses his rights to claim.
18.4 – The company is not responsible for delayed claims or any claims by the Client after 24 hours of the Cleaning Visit.
18.5 – While the Cleaner makes every effort not to break items, accidents do happen. Identical replacement is always attempted but not guaranteed. For this specific reason, the Company requests all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and /or not cleaned by the Cleaner. The Client must inform the Company for all valuables which can be cleaned in the property before the cleaning services.
18.6 – The Company shall not be responsible for damage due to faulty and/or improper installation of any item. All surfaces (i.e., marble, granite, etc.) are assumed sealed and ready to clean without causing harm.
18.7 – Client agrees that the Company shall not be responsible for stolen items or money from the Client Premises. In this case, the Company will fully cooperate with the Client and the police to solve the case as soon as possible. For this specific reason, the Company advises all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and /or hidden.
18.8 – Any attempt to commit insurance fraud or any use of false information to commit any type of fraud will be prosecuted to the fullest extent of the law together by the Company and the Insurance Provider(s). Monetary compensation, as well as legal fees, may incur.
18.9 – No claims shall be entertained if the Client has an outstanding balance.
18.10 – Key replacement/locksmith fees are paid only if the Cleaner loses the keys of the Client. There is a limit, up to £50.
18.11 – The company will not accept any claims for charges related to alarm systems.
18.12 – Terms specified for End of tenancy cleaning services:
18.12.1 – The Client agrees to report in writing by email any problem, damages, losses, liabilities and expenses within 72 hours after the Cleaning Visit in order to be accepted as a valid claim.
18.12.2 – The company is not responsible for delayed claims or any claims by the Client after 72 hours of the Cleaning Visit.
18.12.3 – The company will not accept any claims for appliances or white goods that stop working during normal use by the Cleaner to perform cleaning work.
18.12.4 – Any claims will be accepted if the following conditions are met:
18.104.22.168 – Receiving the claim by email within 72 hours after the cleaning service.
22.214.171.124 – The Client has paid the full price of the Service.
126.96.36.199 – No one has used the Client Premises after the service.
188.8.131.52 – Provide to the Company a check-out report, from the property agency or independent third party.
184.108.40.206 – The property was completely vacant and empty of all the tenants’ stuff including furniture, appliances, kitchen utensils, clothes etc. before the beginning of the cleaning service (valid only for End-of-tenancy cleaning services).
18.13 – Terms specified for One-off cleaning services:
18.13.1 – The company will not accept any claims for appliances that stop working during normal use by the Cleaner to perform cleaning work.
19.1 – All complaints must be reported on the same day in writing by email or call on 07542297412. In addition, the Client has to provide to the Company, pictures as evidence for the complaint.
19.2 – All services shall be deemed to have been carried out to the Client’s satisfaction unless written notice detailing the complaint is received by the Company within 24 hours of service completion. The Company will fully investigate any complaint and attempt to resolve it to the satisfaction of the Client, or alternatively to a reasonable standard.
19.3 – The Client agrees to allow the Company back to re-clean any disputed areas/items or repair damaged items, before making any attempts to clean those areas/items himself or arranging a third party to carry out cleaning or repair services with regards to the above. Failure to do so will void our Company Guarantee and we will consider the matter fully settled. If payment has not been received in full or has been stopped by the Client, we will immediately refer the account for collection.
20.1 – The Company shall not be liable under any circumstances for any loss, expense, damage, delay, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Client arising from or in any way connected with:
20.1.1 – Its failure to carry out its services as a result of factors that are beyond its control. Factors beyond its control include acts of God, floods, severe weather conditions, and inability to gain access to premises, lack of appropriate resources, such as water, hot water, electricity, and lighting;
20.1.2 – The late arrival of the Cleaner at the service address. The Company endeavours to be right on time on any visit but sometimes due to transport-related and A cleaning job not complete due to the lack of suitable/enough cleaning materials, lack of hot water or electricity, or equipment not in full working order;
20.1.3 – The Client/Third party entering or present at the Client’s premises during the cleaning process;
20.1.4 – The Company carrying out services for the Client if the Client has an outstanding amount;
20.1.5 – An existing damage to Clients property in the form of old stains/burns/spillages etc. which cannot be cleaned/removed completely by the Cleaner using the Client’s cleaning equipment and materials and in accordance with the industry standard cleaning methods as described in the Company’s method statements;
20.1.6 – Any damages caused by faulty/not in full working order equipment or materials supplied by the Client;
20.1.7 – Any damages worth £50.00 or less;
20.1.8 – Other problems which are beyond the Company’s control, the Cleaner may arrive with a delay or the cleaning visit may be rescheduled;
20.1.9 – A Non-satisfactory result from the service due to the Client or third party walking on wet floors or using appliances during or shortly after the cleaning process.
20.2 – The Company shall not be liable for any odours arising during and/or after cleaning when this is due to factors such as lack of ventilation, and/or appropriate heating.
20.3 – The Client agrees to and understands that the Company may record all incoming and outgoing phone conversations for quality control, record keeping and back-referral for any inquiries or investigations.
20.4 – The Client agrees to give permission of the Company to make pictures in the property as proof of their cleaning or as proof of the damage made before the cleaning service.
21. Unforeseeable Events
21.1 – If events beyond our control occur which prevent us from fulfilling our obligations under a Contract, we will not be held liable for any failure or delay in performance. Such events are known as “Force Majeure Events” and are outside of our reasonable control.
21.2 – Force Majeure Events include acts, events, omissions, accidents, or non-happenings that we could not have anticipated, and may include strikes, lockouts, civil commotions, riots, invasions, terrorist attacks, wars, fires, explosions, storms, floods, earthquakes, epidemics, or other natural disasters, as well as the impossibility of using transportation or telecommunication networks, and government regulations or restrictions.
21.3 – During a Force Majeure Event, our obligations under the Contract will be suspended until such time that the event concludes. We will do our best to find a solution or to bring the event to a close, so that we can resume fulfilling our obligations under the Contract. We will also be given additional time to perform our obligations under the Contract, equal to the duration of the Force Majeure Event.
22. Supplementary Terms
22.1 – If the Client requests keys to be collected by the Cleaner from a third party’s address a minimum of £ 10.00 charge will apply depending on the location. The charge will cover only the pick-up of keys. If the Client said keys need to be returned back to the third party’s address or any other address another charge will apply.
22.2 – The Company reserves the right to re-evaluate rates at any time should the Client’s initial list of tasks change.
22.3 – The Company reserves the right to amend the initial quotation, should the Client’s original requirements change. Any differences in the quote will be discussed with the Client prior to the start of the work.
22.4 – If any estimates of how long it will take the Cleaner to do the job required are being provided that is only an estimate based on the average time it takes to clean a home of similar size to the Client’s, it is difficult to estimate precisely how long such tasks may take and that a degree of flexibility may be required. Please note that one off cleans may take longer to complete due to longer intervals between cleaning sessions, number and type of cleaning tasks required when compared to the regular maintenance cleaning of the same property.
22.5 – The quotation excludes the clearing of debris created by tradesman or building work unless otherwise stated in writing.
22.6 – The Cleaner is happy to move furniture. Due to Health and Safety regulations, one Cleaner will attempt to move the only furniture that requires no more than one person. (In case the Client insists on being cleaned behind some of the heavy furniture/appliances or objects, the Client undertakes to move it to be cleaned behind it and then return it.)
22.7 – Cleaning of Venetian blinds is optional at an additional cost of £10.00 per 1 regular window.
22.8 – The Company shall arrange an immediate replacement if the Cleaner cannot attend a scheduled visit, and will inform the Client prior to the visit.
22.9 – After Builders Cleaning services, One-Off Cleaning Services, End-of-tenancy Cleaning services or badly neglected homes may take up to three times longer than a well-maintained home requiring general cleaning. Therefore, the Company advises the Client to ask for our special cleaning services: After Builders Cleaning, One-Off Cleaning or End-of-tenancy Cleaning.
22.10 – The Client understands that the quotation price for After Builders Cleaning, One-Off Cleaning, End-of,Tenancy Cleaning services is not for a package deal or fixed price and does not include anything apart from cleaning labour.
22.11 – The Cleaner is not allowed to hand wash any items of clothing belonging to the Client. The Company advises that the Cleaner can only use a washing machine for such tasks.
22.12 – All fragile and highly breakable items must be secured or removed from the Client before the cleaning.
22.13 – The Company shall not be liable under any circumstances for any damages to the Client’s property caused by bleach/bleach containing products.
22.14 – The Company reserves the right to make any changes to any part of these Service Terms and Conditions without giving any prior notice. The Company may add to or after these Service Terms and Conditions from time to time and any alterations or additions will apply to new business but not to existing contracts. Please refer to your copy of these Service Terms and Conditions.
22.15 – The Client shall ensure that all valuables are stored away when work is carried out and that the property is supervised by the Client or his representative at all times during the course of the work. The Company shall not be responsible for the Client’s failure to comply with this obligation.
22.16 – The provisions of this contract are not intended to confer any benefit upon Third parties and the provisions of the Contracts (Rights of Third Parties) Act 1999, are hereby expressly excluded from this agreement.
23.1 – The Company has built its business and reputation by providing its Clients with the best possible cleaning service available. Still, the Company realises that because the Cleaner are human beings and they sometimes make mistakes. For this reason, the Company offers you a guarantee. If the Client is not satisfied with the cleaning standard of certain areas after the cleaning, the Cleaner may come back to the Client’s home and re-clean those areas to his complete satisfaction.
23.2 – Terms specified for End of tenancy cleaning services:
23.2.1 – Only for End of tenancy cleaning service the company gives a guarantee of 72 hours.
24.1 – These Terms are governed by the laws of England and Wales, and are subject to the exclusive jurisdiction of the Courts of England, and Wales.