TERMS & CONDITIONS
Plado ltd (T/A KTMA Ltd.)
By accepting a quote and making a booking either over the phone, e-mail or website’s contact forms, the customer agrees to be bound the following terms & conditions of Plado ltd (T/A KTMA Ltd.). We are registered in England and Wales under company number 09822539.
Below you can read about the terms and conditions that apply when you book our professional cleaning services in London.
DEFINITIONS
1.1. In these Terms of Business the following definitions apply:
“The Company”, “We”, “Us” – means
Plado Ltd (T/A KTMA Ltd.)
“Cleaner”, “Cleaning Operative” – means the person or firm providing cleaning service on behalf of the Company.
“Customer” – means the person or corporate body together with any subsidiary or associated company as defined by the Companies Act 2006 to whom the cleaning service are supplied by the Company.
“Customer’s Address” – means the address where the Customer has requested the cleaning services to be carried out.
“Service”, “Professional Carpet Steam Cleaning”, “Professional Upholstery Steam Cleaning”– means the cleaning services provided on behalf of the Company.
“Cleaning Visit” – means the visit to the Customer’s service address by the Cleaner in order to provide the Service.
1.2. Unless the context requires otherwise, reference to the singular include 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.
CONTRACT
2.1 These Terms and Conditions represent a contract between Plado ltd (T/A KTMA Ltd.) and the Customer.
2.2 Both parties will ensure that their respective responsibilities under this agreement are undertaken in compliance with all statutory regulations and codes of conduct.
2.3 The Customer agrees that any use of the Company’s cleaning service, including placing an order for services by phone, live chat, email, website forms will constitute the Customer’s acceptance of these Terms and Conditions.
2.4 Unless otherwise agreed in writing by a manager of the Company, these Terms and Conditions will prevail over any other terms of business or purchase conditions put forward by the Customer.
2.5 No variation or alteration of these Terms and Conditions will be valid unless approved in writing by a manager of the Company.
QUOTATIONS
3.1. Carpet cleaning service is charged per square meter or national average room sizes taking into account the type of carpet fibres.
3.2. All quotations are given by the Company following a request by the Customer and will remain open to acceptance for a period of 30 days from their date.
3.3. We reserve the right to amend the initial quotation, should the Customer’s original requirements change.
3.4. Differences in excess of 10% will be discussed with the Customer prior to the start of the work.
VAT
4.1. Any shown prices include VAT.
EQUIPMENT
5.1. The Company will provide all cleaning supplies and carpet cleaning equipment required to provide the cleaning services.
5.2. The Customer must provide running water and electricity at the premises where the cleaning services take place.
PAYMENT
6.1 The Customer must make payment either by cash, card or Bank Transfer before the cleaner leaves the Customer’s property.
6.2 Although greatly appreciated and a powerful way to say ‘Thank you’, the Customer understands that tipping is not required.
6.3 We reserve the right to charge interest on invoiced amounts unpaid for more than 14 days at the rate of 8% per annum above the Bank of England base rate from the due date until the date of actual payment under the Late Payments Act.
6.4 We reserve the right to cancel any contract and back charge additional for past services to reflect the balance of the standard rate if any misleading or false information was used to obtain discounted cleaning service or if the given general requirements for the service and its professional performance would not be possible.
6.5 Where such alternative arrangements have been made the Customer must make payment within 14 days of the invoice date.
6.6 The rates of payment by the Company will be as agreed between the Company and the Customer, or his representative. The Customer will make no reduction or retention from the sum due under any invoice.
CANCELLATION
7.1. The Customer can cancel the scheduled services by giving no less than 48 hours prior notice in writing. If the service is booked with less than 48-hours from when it takes place, the Client waives the right to cancel the booking. In case the service is cancelled, the company requires the customer to pay a 30% cancellation fee. If the Customer reschedules the service to a different day & time, no cancellation/rescheduling fee is required.
7.2. There is an administration fee for cancellation equal to £70.00 or 30% of the cleaning service total (depending on the cancellation period) in less than 48 hours notice.
7.3. The Customer must pay the full price of the booked service if:
7.3.1 Our cleaners arrive at the Customer’s address and are unable to gain access to the Customer’s property, through no fault of the Company. If the customer or third-party have prevented the cleaner to do their job. If keys are provided they must open all locks without any special efforts or skills;
7.3.2 If the Customer reschedules the service upon arrival of the Cleaning Operative onsite, same should cover travel expenses to the Cleaning Operative.
7.4. If the Customer needs to change the cleaning service or time the Company will do its best to accommodate him. Any changes to booked cleaning service are subject to a 48 hours prior notice and availability.
REFUNDS
8.1. Refund will be issued only if:
8.1.1 The Customer has cancelled a cleaning service within the allowed time of 48 hours prior to the start of the cleaning service;
8.1.2 A cleaner has not been able to provide the cleaning due to reasons beyond the Customer’s responsibility.
8.1.3 According to Consumer Rights Act 2015 a price reduction can be issued only if a repeat performance cannot be provided from the Company within a reasonable time frame, which is equal to 14 business days upon completion of the service.
COMPLAINTS
9.1. We request that complaints or feedback be provided in writing (by letter or email) and include photographic evidence of the issued area and description of the issue within reasonable time of cleaning services completion, to ensure that the details are received in a clear and complete manner. Due to the nature of the service, reasonable time is equal to up to 48 hours upon completion of the service.
9.2. All cleaning services will be deemed to have been provided to the Customer’s satisfaction unless a written notice detailing the complaint is received by the Company within reasonable time of services completion. The Company will fully investigate any complaints and attempt to resolve them to the satisfaction of the Customer, or alternatively to a reasonable standard.
9.3. The Customer agrees to allow the Company back to re-clean any disputed areas or repair damaged items, before making any attempts to clean those areas himself or arranging a third party to provide a cleaning or repair service with regards to the above. Failure to do so will consider the matter is fully settled.
9.4 According to Consumer Rights Act 2015 a repeat performance can be requested only if reasonable and is not in conformity with our requirements for a professional performance of the service.
9.5 Further to Consumer Rights Act 2015, the service should be performed with reasonable care and skills, however if it is in conformity with our requirements for a professional performance of the service or the requested cleaning service is inapposite for the situation, the company will not be liable for any future issues.
CLAIMS
10.1. The Customer agrees that due to the nature of the cleaning services the Company guarantees only to correct any problems reported within reasonable time equal to 48 hours upon completion of the cleaning services. Failure to do so will entitle the Customer to nothing.
10.2. We may require entry to the property of the claim as soon as possible in order to rectify the problem.
10.3. The Customer agrees to inspect the work immediately upon the cleaning is done and to draw the cleaners’ attention to any outstanding issues while they are still on site. The cleaners will provide any such additional work to the Customer’s complete satisfaction.
10.4. If the Customer or any third party instructed by the Customer is not present at the time of completion of the cleaning services to inspect the work then no claims regarding any cleaning issues can be made.
10.5. If the Customer instructs a third party to inspect the result from the cleaning service then the Company must be notified before completion of the service.
10.6. In case of a third party inspecting or refusing to inspect the result from the cleaning service then the Company cannot be held responsible for rectifying any outstanding cleaning issues not mentioned by the third party.
10.7. Any refunds or adjustments must be requested to Us directly and subject to approval by Us.
10.8. The Customer waives his right to stop payment on his card or protest a Bank Transfer payment.
10.9. While the Company cleaners make every effort not to break items, accidents do happen. Identical replacement is always attempted but not guaranteed. For this specific reason, We request all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and /or not cleaned by the cleaners.
10.10. In case of confirmed damage, caused by cleaners, the Company will attempt to repair the item at its cost. If the item can’t be repaired We will rectify the problem by crediting the client with the item’s present actual cash value toward a like replacement from a Company’s source upon payment of cleaning service rendered.
10.11. We will not be responsible for damage due to faulty and/or improper installation of any item also old/worn out/damaged items. All surfaces (i.e., marble, granite, wood etc.) are assumed sealed and ready to clean without causing harm.
10.12. No claims will be entertained if the Customer has an outstanding balance aged more than 14 days.
LIABILITY
11.1. The Company will not be liable under any circumstances for any loss, expenses, damages, delays, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Customer arising from or in any way connected with:
11.1.1 Its failure to provide its services as a result of factors that are beyond its control. Factors beyond its control include acts of floods, severe weather condition, and inability to gain access to premises, lack of appropriate resources, such as water, electricity, and lighting;
11.1.2 Late arrival of Company’s cleaners at the service address. The Company endeavours to be right on time on any visit but sometimes due to transport related and other problems which are beyond the Company’s control, the Company’s cleaners may arrive with a delay or the cleaning visit may be re-scheduled.
11.1.3 An existing damage to Customer’s property in the form of old stains/burns/spillages etc. which can’t be cleaned/removed completely by the cleaners using the industry standard cleaning methods;
11.1.4 Non satisfactory result from the cleaning services due to the Customer or third party walking on wet floors or using appliances during or shortly after the cleaning process;
11.2. The Company will not be liable for any damages worth £40.00 or less.
11.3. The Company will not be liable for any odours arising during and/or after cleaning service when this is due to factors such as, lack of ventilation, and/or appropriate heating.
11.4. The Company will not be liable under any circumstances for any loss, expenses, damages, delays, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Customer if the Customer has an outstanding balance aged 14 days or more from the date the payment was due.
SUPPLEMENTARY TERMS
12.1. If the Customer requests key/s to be collected by the Company’s operative from an address outside the postal code of the Customer’s address then a £10.00 charge will apply. The charge will cover only the pick up of key/s. If said key/s need to be returned back to the pick up address or any other address another charge of £5.00 will apply.
12.2. If any estimates of how long it will take the cleaners to do the job required are being provided that is only an estimate based on the average time it takes to clean a property of similar size to the Customer’s, it being difficult to estimate precisely how long such tasks may take and that a degree of flexibility may be required.
12.3. The quotation excludes the clearing of debris left by tradesman or building work unless otherwise stated.
12.4. Our operatives are happy to move furniture. Due to Health and Safety regulations one cleaner will attempt to move only furniture that requires no more than one person.
12.5. The Company will arrange an immediate replacement should an operative can’t attend a scheduled visit, and will inform the Customer prior to the visit. The time may vary due to the last minute needed rearrangements.
12.6. All fragile and highly breakable items must be secured or removed.
12.7. The Customer will ensure that all valuables are stored away when work is provided and that the property is supervised by the Customer or his representative at all times during the course of the work. The Company will not be responsible for the Customers failure to comply with this obligation.
12.8. 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.
12.9. The Company reserves the right to make any changes to any part of these Terms and Conditions without giving any prior notice. The Company may add to or alter these 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 Terms and Conditions.
REFERRAL CREDIT
13.1. Every Customer of the Company will receive a one-time credit of £10.00 for referring our upholstery cleaning service to another Customer. Credit will be issued after we receive cleared funds from the new Customer.
LAW
14.1 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.
14.2 These Terms and Conditions are in regulation of the Consumer Rights Act 2015 and are not in imbalance in the parties rights or obligations under the contract.
14.3 The Terms are transparent for the purposes and expressed in plain and intelligible language and are legible.
14.4 The Terms are prominent for the purposes of the section and brought in such a way that a consumer would be aware of them.
Definitions
1.1. In these Terms of Business the following definitions apply:
“The Company”, “Us”, “We” – means
Plado ltd (T/A KTMA Ltd.)
“Cleaner” – means the person providing cleaning services on behalf of the Company.
“Customer” – means the person or corporate body together with any subsidiary or associated company as defined by the Companies Act 2006 to whom the cleaning services are provided by the Company.
“Services” – means the cleaning services carried out on behalf of the Company.
“Cleaning Visit” – means the visit to the Customer’s address by the Cleaner in order to carry out the Service.
1.2. Unless the context requires otherwise, reference to the singular include 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 interpretations.
CONTRACT
2.1 These Terms and Conditions represent a contract between Plado ltd (T/A KTMA Ltd.) and the Customer.
2.2 The Customer agrees that any use of the Company’s services, including placing an order for cleaning services by telephone, live chat, email, website forms shall constitute the Customer’s acceptance of these Terms and Conditions.
2.3 Unless otherwise agreed in writing by a director of the Company, these Terms and Conditions will prevail over any other terms of business or purchase conditions put forward by the Customer.
2.4 No variation or alteration of these Terms and Conditions will be valid unless approved in writing by a director of the Company.
COST
3.1. Customers, who have (or have not ) signed a service contract with the Company, are charged £12.00 per hour for a Regular Domestic Cleaning. There is a minimum of 3 hours per cleaning visit.
3.2. Customers, who have (or have not) signed a service contract with the Company, are charged £13.00 per hour for an One Off Cleaning. There is a minimum of 3 hours per cleaning visit.
VAT
4.1. All shown prices include VAT at 20%.
EQUIPMENT
5.1. Cleaning materials and equipment (hoover, mop, bucket etc.) must be provided by the Customer. All equipment must be safe to operate, in full working condition and must not require any special skills to be used for the purpose of cleaning.
5.2. If the Customer has equipment that is complicated to operate, the Customer must provide clear and detailed instructions to the Cleaner.
5.3. If the Customer doesn’t have cleaning materials, and Customer asks the Company/company operative to purchase said items on their behalf, the Customer understands that a £2.00 per hour service charge will apply and will be added to the hourly rate.
5.4. If the Customer requires use of our equipment there will be a one off charge of £15.00 will be added to the cleaning service bill.
5.5. A detailed list of cleaning requirements (cleaning tasks) must be provided by the Customer to the cleaning operatives prior to service commencing. If only verbal description of the tasks has been provided, the Company will not be responsible for any tasks not carried out.
PAYMENT
6.1 Payment is due prior to service commencement in the form of a cash, bank transfer/standing order or card payment.
6.2 Although greatly appreciated and a powerful way to say ‘Thank you’, the Customer understands that tipping is not required.
6.3 Plado ltd (T/A KTMA Ltd.) reserves the right to charge interest on invoiced amounts unpaid for more than 14 days at the rate of 8% per annum above the Bank of England base rate from the due date until the date of actual payment.
6.4 If the Company is forced to refer the Customer’s account for collection to a third party then extra fee may be added to the outstanding amount by the debt collecting company.
6.5 The Company reserves the right to cancel any contract and back charge additional for a past service to reflect the balance of the standard rate if any misleading or false information was used to obtain discounted service or if the given general requirements for the service and its professional performance would not be possible.
REFUNDS
7.1. No refund claims will be entertained once the cleaning services have been carried out.
7.2. Refund will be issued only if the Customer has cancelled a cleaning service within 48 hours prior to the start of the cleaning session and a payment has been already taken by the Company.
7.3. Refund will be issued in case if a cleaning operative doesn’t attend a cleaning service, payment for which has been already collected by the Company.
CANCELLATION
8.1. The Customer agrees to pay the full price of the cleaning service, if:
- a) The Customer cancels or changes the time/date less than 48 hours prior to the scheduled appointment; b) The Customer fails to provide access to the service premises thus preventing the Company to carry out the booked cleaning visit;
c) There is a problem with the Customer’s keys and the cleaning operatives can’t let themselves in. If keys are provided they must open all locks without any special skills.
2. If the Customer needs to change the cleaning service or time the Company will do its best to accommodate him. A minimum of 48 hours notice is required. Please note that the Company cannot guarantee that the same cleaner/s will be available on the new day and at the time the Customer requires. Any changes in the cleaning schedule are subject to availability.
8.3. Plado ltd (T/A KTMA Ltd.) works on any day of the week including Bank Holidays. If the Customer’s cleaning service is due on a Bank Holiday and he hasn’t called or e-mailed the Company to cancel the visit 48 hours prior to the start of the cleaning session, the Customer agrees to and understands that the regular amount due for that cleaning service will be charged regardless of whether the cleaning operative has cleaned the Customer’s property or not.
EMPLOYMENT REFERRAL FEE
9.1. The Customer is liable for an employment referral fee of £500.00 per person, should he directly employ (either legally or on a cash basis) anyone currently employed by the Company. The Customer agrees to pay this fee whether he notifies the Company of his action or the Company discovers this employment independently at any time after it occurs.
The Customer further agrees to reimburse the Company for any and all collection or legal fees the Company incurs in collecting this fee.
CLAIMS
10.1. While the Company operatives make every effort not to break items, accidents do happen. Identical replacements are always attempted but not guaranteed. For this reason, the Company requests all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and /or not cleaned by the cleaners.
10.2. In case of damage, The Company will repair the item at its cost. If the item cannot be repaired the Company will rectify the problem by crediting the client with the item’s present actual cash value toward a like replacement from a Company’s source upon payment of cleaning service rendered.
10.3. The Company will not be responsible for damage due to faulty and/or improper installation of any items also old/worn out/damaged items. All surfaces (i.e., marble, granite, etc.) are assumed sealed and ready to clean without causing harm.
10.4. Key replacement fee is paid only if keys are lost by our operatives. There is a £25 per location liability limit.
COMPLAINTS
11.1. All complaints must be received in writing by text message or email and include photographic evidence of the issued area and description of the issue within reasonable time of cleaning services completion, to ensure that the details are received in a clear and complete manner. Due to the nature of the service, reasonable time is equal to up to 48 hours upon completion of the service.
11.2. If the Customer is unpleased with a currently occurring cleaning service, the Company asks that the Customer notifies it as soon as he notices anything that might be to his dislike by calling 0203 302 9493. Please don’t wait until the service is ending.
11.3 Further to Consumer Rights Act 2015, the service should be performed with reasonable care and skills, however if it is in conformity with our requirements for a professional performance of the service or the requested cleaning service is inapposite for the situation, the company will not be liable for any future issues.
LIABILITY
12.1. The Company will not be liable under any circumstances for any loss, expenses, damages, delays, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Customer arising from or in any way connected with a late arrival of Company operatives at the service address. The Company endeavours to be right on time on any visit but sometimes due to transport related and other problems which are beyond the Company’s control, the Company operative’s may arrive with a delay or the cleaning visit may be re-scheduled.
12.2. The Company will not be liable under any circumstances for any loss, expenses, damages, delays, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Customer arising from or in any way connected with :
– A cleaning service not complete due to the lack of suitable/enough cleaning materials, lack of electricity or hot water or equipment not in full working condition ;
– Third party entering or present at the Customer’s premises during the cleaning process;
-An existing damage to Customer’s property in the form of old stains, burns etc. which cannot be cleaned/removed completely by the cleaner using the Customer’s cleaning equipment and materials and in accordance with the industry standard cleaning methods as described in the Company’s method statements;
– Any damages caused by faulty/not in full working condition equipment or materials supplied by the Customer;
– Any damages worth £50.00 or less.
12.3. The Company will not be liable under any circumstances for any loss, expenses, damages, delays, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Customer arising from or in any way connected with the Company providing services for the Customer if the Customer has an outstanding amount aged 14 days or more from the date the payment was due.
SUPPLEMENTARY TERMS
13.1. If the Customer requests keys to be collected by the Company’s operatives from a third party’s address outside the postal code of the serviced address then a £10.00 charge will apply. The charge will cover only the pick up of keys. If said keys need to be brought back to the third party’s address or any other address another charge of £5.00 will apply.
13.2. The Company, reserves the right to reevaluate rates at any time should the Customer’s initial list of tasks changes.
13.3. Plado ltd (T/A KTMA Ltd.) reserves the right to amend the initial quotation, should the Customer’s original requirements change. Differences in excess of 10% will be discussed with the Customer prior to the start of the work.
13.4. If any estimates of how long it will take the cleaning services to complete the job are being provided those are only estimates based on the average time it takes to clean a house/flat or an office of similar size to the Customer’s, it being difficult to calculate precisely how long such tasks may take and that a degree of flexibility may be required. Please note that one off cleaning 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.
13.5. The Customer understands that the price he has been quoted is not for a “package deal” and doesn’t include anything apart from cleaning labor.
13.6. The Company will arrange an immediate replacement should an operative cannot attend a scheduled visit, and will inform the Customer prior to the visit. The time may vary due to the last minute needed rearrangements.
13.7. Post Construction Cleaning (After Builders Cleaning), Event Cleaning or badly neglected homes may take up to three times longer than a well maintained home requiring general cleaning. Therefore the Company advises the Customer to ask for our specialist cleaning service: After Builders Cleaning
13.8. The cleaners are not allowed to hand wash any items of clothing belonging to the Customer. The Company advises that our cleaners can only use a washing machine for such tasks.
13.9. All fragile and highly breakable items must be secured or removed.
13.10. The cleaners are not allowed to use and work with bleach or bleach containing products. The Company advises the Customer to avoid supplying such products to the cleaners. The Company will not be liable under any circumstances for any damages to Customer’s property caused by bleach containing products.
13.10.1 If any special inquiries for the cleaning service occurs, the customer should advise prior the start of the service. Any allergies or intolerances of the detergents or their content should be noted in advance.
13.11. Plado ltd (T/A KTMA Ltd.) reserves the right to make any changes to any part of these Terms and Conditions without giving any prior notice. The Company may add to or alter these 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 Terms and Conditions.
REFERRAL CREDIT
14.1. Any Customer of the Company will receive a one-time credit of £10.00 for referring another Customer. Credit will be issued after new Customer has been serviced 3 times.
LAW
15.1 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.
15.2 These Terms and Conditions are in regulation of the Consumer Rights Act 2015 and are not in imbalance in the parties rights or obligations under the contract.
15.3 The Terms are transparent for the purposes and expressed in plain and intelligible language and are legible.
15.4 The Terms are prominent for the purposes of the section and brought in such a way that a consumer would be aware of them.
Definitions
1.1. In these Terms of Business the following definitions apply:
“The Company”, “Us”, “We” – means
Plado ltd (T/A KTMA Ltd.)
“Cleaner”, “Cleaning Operative” – means the person or firm providing cleaning services on behalf of the Company.
“Customer” – means the person, firm or corporate body together with any subsidiary or associated company as defined by the Companies Act 2006 to whom the cleaning service is supplied by the Company.
“Customer’s Address” – means the address where the Customer has requested the cleaning service to be provided.
“Service”, “End of Tenancy Cleaning”, “EOT”, “Move In / Out Cleaning”, Deep Cleaning, After builders cleaning” – means the cleaning service carried out on behalf of the Company.
“Cleaning Visit” – means the visit to the Customer’s service address by the Cleaner in order to provide the cleaning service.
1.2. Unless the context requires otherwise, reference to the singular include the plural and reference to the masculine include the feminine and vice versa.
1.3. The Headings contained in these Terms are for convenience only and don’t affect their interpretations.
CONTRACT
2.1 These Terms and Conditions represent a contract between Plado ltd (T/A KTMA Ltd.) and the Customer.
2.2 Both parties will ensure that their respective responsibilities under this agreement are undertaken in compliance with all statutory regulations and codes of conduct.
2.3 The Customer agrees that any use of the Company’s service, including placing an order for services by telephone, email, live chat, website forms will constitute the Customer’s acceptance of these Terms and Conditions.
2.4 Unless otherwise agreed in writing by the owner of the Company, these Terms and Conditions will prevail over any other terms of business or purchase conditions put forward by the Customer.
2.5 No variation or alteration of these Terms and Conditions will be valid unless approved in writing by the owner of the Company.
QUOTATIONS
3.1. End of Tenancy Cleaning is charged per job the current condition, number of rooms, bathrooms, WCs, shower rooms and en-suites. Please note that we don’t charge per hour per cleaner and the number of operatives attending your property may vary. The number of cleaners in a team cannot affect the initially quoted price.
3.2 The quoted price doesn’t include extras like: carpet and upholstery steam cleaning, washing up dishes, dusting books, cleaning walls/ceilings, cleaning balconies/terraces, cleaning patios/gardens/. Those extra services are priced separately.
3.3. The company uses national average room sizes when calculating quotations over the phone.
3.4. All quotations are given by the Company following a request by the Customer and will remain open to acceptance for a period of 30 days from their date.
3.5. The Company reserves the right to amend the initial quotation, should the Customer’s original requirements change.
3.6. Differences in excess of 10% will be discussed with the Customer prior to the start of the work.
VAT
4.1. Any shown prices include VAT.
EQUIPMENT
5.1. The Company will provide all cleaning materials necessary to carry out the service. The Company also can provide all cleaning equipment for an additional charge of £20.
5.2. The Customer has to provide running water, electricity and sufficient light at the premises where the service takes place.
PAYMENT
6.1 The Customer must make payment either by cash, card or Bank Transfer before the cleaner leaves the Customer’s premises.
6.2 Although greatly appreciated and a powerful way to say ‘Thank you’, the Customer understands that tipping is not required.
6.3 The Company reserves the right to charge interest on invoiced amounts unpaid for more than 14 days at the rate of 8% per annum above the Bank of England base rate from the due date until the date of actual payment under the Late Payments Act.
6.4 The Company reserves the right to cancel any contract and back charge additional for past services to reflect the balance of the standard rate(s) if any misleading or false information was used to obtain discounted services or if the given general requirements for the service and its professional performance would not be possible.
6.5 Where such alternative arrangements have been made the Customer has to make payment within 14 days of the invoice date.
6.6 The rates of payment by the Company will be as agreed between the Company and the Customer. The Customer will make no reductions or retentions from the sum due under any invoice.
CANCELLATION
7.1. The Customer can cancel the scheduled services by giving no less than 48 hours prior notice in writing. If the service is booked with less than 48-hours from when it takes place, the Client waives the right to cancel the booking. In case the service is cancelled, the company requires the customer to pay a 30% cancellation fee. If the Customer reschedules the service to a different day & time, no cancellation/rescheduling fee is required.
7.2. There is an administration fee for cancellation of £70.00 or 30% of the cleaning service total (depending on the cancellation period) in less than 48 hours notice.
7.3. The Customer must pay the full price of the booked service if:
7.3.1 Our cleaners arrive at the Customer’s address and are unable to gain access to the Customer’s property, through no fault of the Company. If the customer or third-party have prevented the cleaner to do their job. If keys are provided they must open all locks without any special efforts or skills;
7.3.2 If the Customer reschedules the service upon arrival of the Cleaning Operative onsite, same should cover travel expenses to the Cleaning Operative.
7.4. If the Customer needs to change the cleaning service or time the Company will do its best to accommodate him. Any changes to booked cleaning service are subject to a 48 hours prior notice and availability.
REFUNDS
8.1. No refund claims will be entertained once the cleaning services have been provided.
8.2. Refund will be issued only if:
8.2.1 The Customer has cancelled a cleaning service within the allowed time (48 hours) prior to the start of the cleaning service;
8.2.2 A cleaner has not been able to carry out the cleaning due to reasons beyond the Customer’s responsibility.
8.2.3 According to Consumer Rights Act 2015 a price reduction can be issued only if a repeat performance cannot be provided from the Company within a reasonable time frame, which is equal to 14 business days upon completion of the service.
COMPLAINTS
9.1. All cleaning services will be deemed to have been provided to the Customer’s satisfaction unless written notice is received by the Company with details of the complaint and include photographic evidence of the issued area and description of the issue within 72 hours (for End of Tenancy cleaning) or 48 hours (for After Builders cleaning or Deep Cleaning) of the work being done. All complaints must be received in writing by post, or email no later than 72 or 48 hours after the completion of the cleaning service and depending on the type of the service booked. The Company will fully investigate any complaint and attempt to resolve it to the satisfaction of the Customer, or alternatively to a reasonable standard.
9.2. The Customer agrees to allow the Company back to re-clean any missed areas before making any attempts to clean those areas himself or arranging a third party to carry out cleaning services with regards to the above. Failure to do so will void our Company Guarantee if such is applicable and we will consider the matter fully settled.
9.3 According to Consumer Rights Act 2015 a repeat performance can be requested only if reasonable and is not in conformity with our requirements for a professional performance of the service.
9.4 Further to Consumer Rights Act 2015, the service should be performed with reasonable care and skills, however if it is in conformity with our requirements for a professional performance of the service or the requested cleaning service is inapposite for the situation, the company will not be liable for any future issues.
CLAIMS
10.1. The Customer agrees that due to the nature of the service the Company guarantees only to correct any problems reported within 72 hours (for End of Tenancy service) and 48 hours (for After Builders Cleaning or Deep Cleaning) of the completion of the cleaning services. Failure to do so will entitle the Customer to nothing.
10.2. The Company may require entry to the property of the claim to correct the problem.
10.3. The Customer agrees to inspect the work immediately after its done and to draw the operatives’ attention to any outstanding cleaning issues while the cleaners are still on site. The cleaners will carry out any such additional work to the Customer’s complete satisfaction.
10.4. If the Customer or any third party instructed by the Customer is not present at the time of completion of the cleaning services then no claims regarding any cleaning issues can be made.
10.5. If the Customer instructs a third party to inspect the result from the cleaning services then the Company must be notified before completion of the services.
10.6. In case of a third party inspecting or refusing to inspect the result from the cleaning service then the Company cannot be held responsible for rectifying any outstanding cleaning issues not mentioned by the third party.
10.7. Any refund or adjustment must be requested to the Company directly and subject to approval by the Company.
10.8. The Customer waives his right to stop payment on his card, cash or Bank Transfer payment unless the Company fails to make good on the guarantee shown in part 13.
10.9. While the Company cleaners make 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 cleaners.
10.10. In case of damage, The Company will repair the item/s at its cost. If the item/s can’t be repaired the Company will rectify the problem by crediting the client with the item’s present actual cash value toward a like replacement from a Company’s source upon payment of cleaning service rendered.
10.11. The Company will not be responsible for damage due to faulty and/or improper installation of any items also old/worn out/damaged items. All surfaces (i.e., marble, granite, etc.) are assumed sealed and ready to clean without causing harm.
10.12. No claims will be entertained if the Customer has an outstanding balance aged more than 14 days.
LIABILITY
11.1. The Company will not be liable under any circumstances for any loss, expenses, damages, delays, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Customer arising from or in any way connected with:
11.1.1 Its failure to provide its services as a result of factors that are beyond its control. Factors beyond its control include acts of floods, severe weather condition, and inability to gain access to premises, lack of appropriate resources, such as water, electricity, and lighting;
11.1.2 Late arrival of Company’s cleaners at the service address. The Company endeavours to be right on time on any visit but sometimes due to transport related and other problems which are beyond the Company’s control, the Company’s cleaners may arrive with a delay or the cleaning visit may be re-scheduled.
11.1.3 An existing damage to Customer’s property in the form of old stains/burns/spillages etc. which can’t be cleaned/removed completely by the cleaners using the industry standard cleaning methods;
11.1.4 Non satisfactory result from the cleaning services due to the Customer or third party walking on wet floors or using appliances during or shortly after the cleaning process;
11.2. The Company will not be liable under any circumstances for any loss, expenses, damages, delays, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Customer if the Customer has an outstanding balance aged 14 days or more from the date the payment was due.
SUPPLEMENTARY TERMS
12.1. If the Customer requests key/s to be collected by the Company’s operative from an address outside the postal code of the Customer’s address then a £10.00 charge will apply. The charge will cover only the pick up of key/s. If said key/s need to be returned back to the pick up address or any other address another charge of £5.00 will apply.
12.2. If any estimates of how long it will take the cleaners to do the job required are being provided that is only an estimate based on the average time it takes to clean a property of similar size to the Customer’s, it being difficult to estimate precisely how long such tasks may take and that a degree of flexibility may be required.
12.3. The quotation excludes the clearing of debris left by tradesman or building work unless otherwise stated.
12.4. Our operatives are happy to move furniture. Due to Health and Safety regulations one cleaner will attempt to move only furniture that requires no more than one person.
12.5. The Company will arrange an immediate replacement should an operative can’t attend a scheduled visit, and will inform the Customer prior to the visit. The time may vary due to the last minute needed rearrangements.
12.6. All fragile and highly breakable items must be secured or removed.
12.7. The Customer will ensure that all valuables are stored away when work is provided and that the property is supervised by the Customer or his representative at all times during the course of the work. The Company will not be responsible for the Customer’s failure to comply with this obligation.
12.8. 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.
12.9. The Company reserves the right to make any changes to any part of these Terms and Conditions without giving any prior notice. The Company may add to or alter these 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 Terms and Conditions.
OUR GUARANTEE
13.1 The Company has built its business and reputation by providing its customers with the best possible cleaning service available. Still, the Company realises, that because it’s cleaners are human beings, they sometimes make mistakes. For this reason, the Company offers you a guarantee for End of Tenancy cleaning service. If the Customer is not satisfied with the Company’s services for any reason, the Company’s cleaners will come back to the Customer’s property and re-clean to his complete satisfaction.
13.2 Our guarantee is subject to a complaints notice no later than 72 hours after the cleaning service is done. If such Guarantee is not applicable, the Customer should contact the Company no later than 48 hours upon completion of the service.
13.3 Our guarantee is applicable only and inclusively for End of Tenancy cleaning service and is not applicable for other services such as After Builders Cleaning, Deep Cleaning or Pre-Tenancy Cleaning.
13.4 The Guarantee is valid only if the following conditions and requirements are met:
– Property must be vacant of tenants.
– Property must be empty of personal belongings (clothes, suitcases with luggage, cosmetics, etc.)
– Fridge/freezer must be empty of food and defrosted beforehand.
– Property must be vacant after the service is performed and no other work is to be done on the property during the 72-hour guarantee. Only the Landlord and/or the inventory agent should have access to the property in order to check the condition.
REFERRAL CREDIT
14.1. Every Customer of the Company will receive a one-time credit of £10.00 for referring our carpet cleaning service to another Customer. Credit will be issued after we receive cleared funds from the new Customer.
LAW
15.1 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.
15.2 These Terms and Conditions are in regulation of the Consumer Rights Act 2015 and are not in imbalance in the parties rights or obligations under the contract.
15.3 The Terms are transparent for the purposes and expressed in plain and intelligible language and are legible.
15.4 The Terms are prominent for the purposes of the section and brought in such a way that a consumer would be aware of them.