Terms & Conditions
By accepting a quote and making a booking for a service either over the phone, e-mail or website’s contact form, the customer agrees to be bound to the following terms & conditions of Cleaner Cleaner Ltd. These terms & conditions are designed to ensure there is no confusion about what our service includes and excludes and to ensure safety of your property and belongings. If you are unclear about any element, please contact us for clarification. Our contact number is 0203 7576 248, and contact email firstname.lastname@example.org
These terms & conditions may be changed with the agreement of both the customer and Cleaner Cleaner Ltd. Please notify us if you wish to make any changes at the time of booking but before making any payment. Where we use the words ‘You’ or ‘Your’ it means the customer. ‘We’, ‘Us’ or ‘Our’ means Cleaner Cleaner Ltd.
What is included in the end of tenancy cleaning service
Our extensive cleaning program is available on our end of tenancy cleaning page
What is not included in the end of tenancy cleaning service
External areas of the property or deep cleaning of venetian blinds ,are not included originally in our quote.
If you require external window cleaning, balconies, patios or garages to be cleaned, please let us know in advance and we will do our best to organize this for you.
Please note that we do NOT wash or clean/wipe painted walls.
We will do our best to move furniture assisting us to perform the Services, provided that any items of furniture can easily and safely be moved by one-two people. We do not move out fitted appliances (such as Washing Machines, Driers, Dish Washers, Fridge and Freezers.) in kitchens and utility rooms for health and safety reasons. If you require to be cleaned behind your fitted appliances you have to arrange for specialist to disconnect and move them out in order for our operatives to easily access and clean behind.
Cutlery, crockery ,plates and kitchen utensils washing are not originally included in our service and can be arranged if required at additional cost.
1. PRICES AND QUOTATIONS
1.1 All prices listed on our website, given over the phone or quoted via e-mail are valid only for the respective size of property/item or amount of time.
1.2 Prices may vary with respect to the size, location and condition of the property or the item which requires cleaning.
1.3 All prices exclude VAT . Cleaner Cleaner Ltd provides all necessary cleaning materials and equipment except in the case of a regular cleaning service.
1.4 If collection of keys is required from a different location , £20 collection charge will apply.
1.5 A £30 extra charge will apply if freezer has not been defrosted beforehand
1.6 A minimum charge of £60 applies to each carpet or upholstery cleaning visit
1.7 Cleaner Cleaner Ltd reserves the right to amend the initial quotation, should the client’s original requirements change or in case the client has provided wrong or incomplete information. Customers must be available to contact during the clean in case we need authorisation for extra work etc. If we fail to hear from customer within an hour of our initial contact regarding the matter we will proceed with the extra work and the extra fee will be due
1.8 The sales advisors can only give a rough estimate of the duration of the cleaning service, which is based on our experience and on a the description of the property provided by the customer. Please note that duration may vary therefore a degree of flexibility is required.
1.9 The Customer agrees to provide access to hot water and electricity, and to ensure sufficient lighting and thermal conditions in the property
1.10 The Customer agrees to provide a timely and easy access to the property where the cleaning will take place. Any delay in the start of the cleaning service caused by the customer will result in additional charge of £20 per hour
2.1 Payment is due on completion of the job
2.2 Payment can be made in cash on completion
2.3 Payment can be made by BACS 3 days before clean takes place
2.4 Payment can be made with debit or credit card over the phone . If payment is made by card, 4% surcharge will apply . Cleaner Cleaner Ltd will not store or share the customer’s card details
2.5 The Customer agrees that any outstanding amount owed to Cleaner Cleaner Ltd will be settled within 7 days
2.6 The Customer understands that any ‘late payments’ may be subject to additional charges.
2.7 If payment is not made after terms of invoice , then the account will be passed to our debt collection agency, after which a charge of 20% plus VAT of the initial invoice due will be added to the debt. You agree as part of this contract to pay this sum which represents our reasonable costs in collecting the outstanding amounts.
2.8 The Customer may not withhold any part of the agreed price, unless agreed by us in writing.
3. COMPLAINTS AND CLAIMS
The customer accepts and understands that poor service must be reported within 7 days from the service date , and official inventory report carried out within 24 hours of the service must be provided outlining shortfalls in the clean.
Breakage/damage or theft must be reported at inspection on job completion. Failure to do so will entitle customer to no return visit or compensations of any kind. We do not do refunds!
We kindly advice all customers that they must be completely moved out, and all rubbish removed from the premises prior to the clean taking place, if this condition has not been met, we can still carry out the clean , however we will not guarantee our service!
3.1 Cleaner Cleaner Ltd requires the presence of the customer or his/hers representative in the beginning and at the end of the cleaning session
3.2 If the customer has scheduled an inventory check then it must be scheduled to commence no later than 24 hours after the cleaning job has taken place. Failure to do so may incur of flat getting slightly dusty from an airborne dust that settles and may fail inventory check out inspection
3.3 Cleaner Cleaner Ltd may take up to 2 working days to respond to a complaint.
3.4 Cleaner Cleaner Ltd will not accept a complaint based on an Inventory check report in cases where the property has been occupied or light touch up works carried out in the period between the end of cleaning session and the inventory check.
3.5 Complaints are accepted only in writing . Complaints must be reported to us in writing (email@example.com) on completion or in the following 7 days.
4.1 Cleaner Cleaner Ltd has a Public and Employer’s liability insurance. The policy will cover any accidental damages caused by a member of Cleaner Cleaner Ltd, if valid and reported upon job completion on the service date.
4.2 There is £200 excess on any claim, of which £100 are paid by customer and £100 by Cleaner Cleaner Ltd.
4.3 Cleaner Cleaner Ltd reserves the right to refuse to share any of the confidential company’s documents.
5. CUSTOMER SATISFACTION
5.1 Customer understands that he/she is NOT entitled to any refunds and may be entitled to a free re-clean in the following cases:
5.1.2 If the client or a third party has not occupied, used or carried out work in any rooms/items in the property after an end of tenancy cleaning service has been carried out.
5.1.3 If a task requested by the customer at the time of booking and agreed by Cleaner Cleaner Ltd was not completed during the cleaning service considering that sufficient time for cleaning was allowed/booked/paid.
5.1.4 If the customer has informed Cleaner Cleaner Ltd of any issues within 7 days of the completion of the cleaning service.
5.2 If the customer is not completely satisfied with a cleaning job, Cleaner Cleaner Ltd will re-clean any areas and items to customer’s satisfaction as long as it is possible to do so . Therefore the customer must allow the cleaner to return to the property.
5.3 Customer must be present at all times during the re-clean and at job completion. Cleaner Cleaner Ltd reserves the right not to return a cleaner more than once.
5.4 A re-clean will be subject to an additional charge of £100 + VAT, if the client or a third party has carried out any type of work in the property or has occupied the property after the initial clean was completed.
6.1 Cleaner Cleaner Ltd reserves the right not to be liable for:
6.1.1 Not completing tasks which are not stated on our task checklist;
6.1.2 Cleaning jobs not complete due to the lack of hot water or power or poor lighting conditions or due to any other obstruction to the cleaning process;
6.1.3 Third party entering or present at the customer’s premises during the cleaning process;
6.1.4 Wear or discolouring of fabric or carpets becoming more visible once soiling has been removed;
6.1.5 Failing to remove old/permanent stains that cannot be removed using standard professional carpet cleaning methods;
6.1.6 Existing damage or spillage that cannot be cleaned/removed completely using our cleaning detergents and equipment, or professional carpet cleaning equipment ;
6.1.7 damages caused to natural surfaces (such as marble, glass, wood or natural stone), unless you have notified us in writing of their presence before we commence the Services
6.1.8 A damage to items or their loss if caused by any of the following reasons:
ii. War, hostilities, terrorism, Act of God, industrial action or other such events outside our reasonable control.
iii. Normal wear and tear or deterioration, leakage or evaporation or from unstable or perishable goods.
iv. Infestation by moth, vermin or anything similar.
v. Cleaning, repairing or restoring goods, unless undertaken by ourselves.
vi. Goods not packed by us, including those in wardrobes, drawers, or appliances, or in a package, bundle, case or other container.
vii. Electrical / mechanical faults to any appliance or mechanical instrument, unless there is evidence of external impact.
vii. To jewellery, watches, trinkets, precious stones or metals, money, deeds, securities, stamps, items of sentimental value, coins or goods or collections of any similar kind, unless we have confirmed in writing that we accept responsibility and you have given us description and value of those articles.
ix. Any goods already proven defective or goods, which are inherently defective.
x. To pets or animals (including reptiles, fish and birds) whether in cage, tank or animal carrier.
xi. To plants.
xii. To refrigerated or frozen food or drink.
xiii. To data, files, software or digital contents of any computer or similar device.
xiv. To fragile and highly breakable items if they have not been secured or removed by the customer.
6.1.9 The disposal of personal belongings left in the property being cleaned at the end of a tenancy if the customer has not specifically asked us to leave those in the proeprty
6.1.10 If the customer has got items which need special cleaning methods and special cleaning detergents, Cleaner Cleaner Ltd reserves the right to refuse the provision of the cleaning detergents.
6.1.11 Any failing inventory checks or additional charges incurred by the customer if Cleaner Cleaner Ltd is not allowed to return to the premises to rectify any omissions or if a follow-up clean has been carried out not by ourselves without our consent.
6.1.12 A reimbursement of any charges paid for a repair of a damaged item carried out by a third party without our prior consent.
6.1.13 Cleaner Cleaner will not be liable for verbal requests made by customer either to cleaners or office staff , i.e. to dispose certain items but not some, to accept or reject some deliveries made to to the property, to lock some locks but not others, to not clean certain areas, to do extra tasks not included in our tasks list. All special requests should be made clearly in writing to avoid miscommunication
6.2 Cleaner Cleaner Ltd is liable for:
6.2.1 Key replacement/locksmith fees only if keys were lost by our operatives. There is a £100 per household liability limit. If a master key has been lost by our operatives, our liability is limited to £200.
6.2.2 Keeping all customers’ information confidential.
6.2.3 The repair of a damaged item at its cost if the damage was caused by a member of our staff. For this purpose, a representative of Cleaner Cleaner Ltd must be allowed to return to the client’s property in order to assess the damage in person and determine if it is possible to repair the damaged item. If the item cannot be repaired, Cleaner Cleaner Ltd will rectify the problem by crediting the customer with the item’s present actual cash value toward a like replacement from a Cleaner Cleaner Ltd’s source upon payment of cleaning services rendered.
7.1 CANCELLATION BY Cleaner Cleaner LTD
Cleaner Cleaner Ltd reserves the right to cancel an existing booking at the beginning of the service or during the service if:
7.1.1 If the condition of the property is hazardous to the health and well-being of our operatives.
7.1.2 If the client has misrepresented any information/facts.
7.1.3 If there are inadequate conditions for cleaning (e.g. lack of water, electricity or poor lighting conditions, or the presence of a third party ,such as builders or removal men).
7.1.4 If our operatives are verbally or physically abused or discriminated in any way.
7.2 CANCELLATION BY THE CUSTOMER
7.2.1 A 7 days written notice is required if customer should either decide to cancel, amend or re-schedule an existing cleaning appointment.
7.2.2 The Customer agrees to pay the full price of a cleaning visit ,if he/she cancels or changes the booked cleaning on the day of the scheduled appointment.
7.2.3 If keys are provided they must open the lock without any special efforts or skills. Failure to do so will result in a cancelation of the service or an extra charge of £50.
7.2.4 If the customer cancels a service whose price has been amended at the start of the cleaning due to a misrepresentation of any facts or information by the customer, the customer will be liable to pay the full amount of the price specified in the booking.
These terms and conditions shall be governed by the relevant United Kingdom law, and by agreeing to be bound by them the customer agrees to submit to the exclusive jurisdiction of the relevant courts of the United Kingdom. Cleaner Cleaner Ltd reserves the right to make any changes to any part of these terms and conditions without giving any prior notice. Should any of the above clauses change all existing customers will be notified. Please check this website for updates.