Terms and conditions

General
By confirming all details and allowing the cleaner to enter their property, all customers agree with these Terms & Conditions.
The customer agrees to pay by cash to the cleaner directly on the day or or by credit card if received quote by email (applies to one-off services) before the service commences. If the payment is not received, the cleaning company reserve the right to suspend or cancel the service.
Every domestic cleaning service operates under a minimum agreed time, which is confirmed by e-mail in writing. The cleaning company must be notified by e-mail at least 24 hours before the service regarding any changes in the agreed cleaning time. (Example: if the customer needs to change the working time from 3 hours to 2 hours, the cleaning company must be notified 24 hours prior the next visit, otherwise the customer will have to pay the full amount for 3 working hours).                                                                                                                                                                                                        Any cleaning that has not taken place (for example, no possibility of getting into the property, canceling and we are waiting at the door) will be charged a fee of £15 for an unpaid visit.

The customer agrees to provide a list of cleaning tasks required and all detergents, supplies and equipment needed for cleaning, unless otherwise agreed with the cleaning company. All equipment and supplies should be in safe working order.                                                                                                                                                                                                           We are not responsible for unprotected animals (the time necessary to perform the correct service is not sufficient to care for and look after animals).
The cleaning company is NOT responsible for any alarms triggered during a cleaning service visit. The customer MUST provide the cleaning company with full instructions for disabling and/or resetting and alarm systems on the premises.
Customer agrees to inform the cleaning company when providing the cleaner with keys for their property.
For all regular cleaning services we do not require minimum term contract. We require at least one week’s notice to cancel the service.
The price quoted to the customer over the telephone or in email ONLY includes cleaning and ironing labour costs.
Should a meeting with the cleaner be required by the customer, £15 payment should be paid, to cover travel and time expenses.

Insurance
The cleaning company and the individual cleaners hold Public Liability insurance. (which can be found on our web site).
The limit of the cover of Public Liability insurance is no less than a minimum of £2,000,000. Neither the cleaning company nor its insurers shall be liable for the first £100 or less in value. However, where the cleaning company has not fulfilled its obligations to perform with reasonable care and skill under the Agreement or has failed its obligations at all or to any significant extent, the cleaning company may also be liable for the first £100 of any claim.
The householder shall have adequate insurance cover in place against liabilities to the Cleaner and shall produce to the cleaning company a copy of the appropriate insurance policy and certificate if so requested by the cleaning company. (This may be in form of general household insurance policy).
There is £250 excess on any claim, of which £100 are paid by customer and £150 by the cleaning company.
The cleaning company reserves any right to refuse to disclose the confidential company documents.

Liability
The cleaning company is not liable for:
Completing jobs not listed on the customer’s task list.
Completing jobs where sufficient cleaning products/equipment were not supplied to do so.                                                   We are not responsible for the loss of unsecured animals.   
Any third parties or their actions who enter or are present at the customer’s premises during the cleaning visit.
Any wear and discolouration of fabric that becomes more notable once dirt is removed
The removal of old/permanent stains that are not affected by standard cleaning methods on fabrics and carpets.
The removal of any stains, spillage or damage that cannot be completely removed by the cleaning products/equipment provided by the customer or standard carpet cleaning measures.
Any damages caused by faulty products/equipment provided by the customer.
If the customer requires items to be cleaned that require specialist products/supplies beyond standard, the cleaning company reserves the right to refuse to provide such specialist provisions/ The cleaning company will advise the customer to provide such specialist cleaning supplies, and provide instructions to the sales operative when placing the order via telephone or email before the service is carried out OR to the cleaner when they arrive.

Payments for our services
Payment is requested on completion on the day of the cleaning session or before if receive quote invoice (one-time services).
Payments must be made in cash upon completion of the service.
Payments can be made by bank transfer or credit card after receiving the invoice email.
Customers understand that any ‘late payments may be subject to additional charges.
Our company holds a credit limit of £50.00 outstanding balance, associated with corporate customers, agencies and any type of business registered entities.
No bookings for service will be accepted considering company liabilities have reached, or exceeded the aforementioned limit.
If payment is not made after 30 days of invoice then the account will be passed to our collections agency, after which a charge of 35% on top of the initial invoice due, will be added to the debt. You agree as part of this contract to pay this sum, representing our reasonable costs in collecting the unpaid amounts.

Increasing payment delays may increase the rate for cleaning services rendered by 15%.

Customer satisfaction
The customer understands that he/she is not entitled to any refunds.
If the customer is not completely happy with the cleaning service, the cleaning company will send an operative cleaner to carry out a recovery clean to re-clean any areas to the customer’s satisfaction. If the customer does not want a recovery clean to take place, a refund will not be offered in place.
The customer must be present at all times during the recovery clean.
The cleaning company reserves the right to offer one recovery clean per service.
To ensure customer satisfaction, the company reserves the right to perform periodic quality checks on its cleaners on spot. Such checks can be performed only with the express consent of the customer. The cleaners are not aware of the time and the place of such quality checks.

Complaints
Reports of poor service, breakage or damage MUST be reported by the customer to the cleaning company within 24 hours of the visit. Reports received after this time frame will not entitle the customer to any refund or replacement service.
The cleaning company will respond to any complaint reports within 2 working days after receipt of the report.
Complaints should be made preferably in writing via email or verbally via telephone at 01524 230 552 but must be received within 24 of the service. In case the complaint is made verbally, the operator of the cleaning company with whom the customer speaks, when reporting the complaint will send the customer a summary of the conversation via email. Until the customer replies to that email the complaint cannot be accepted.
In case the complaint, the damage or other must be accurately described. The description should include photographs (with the date visible in the photo) or video documenting the claim.
All complaints without proper documentation will not be taken into consideration and will be treated as fraud attempts.
The customer agrees to secure or remove any fragile, breakable or highly valuable items
Items excluded from the cleaning company’s liability include cash, jewellery, art, antiques and items of sentimental value. Refunds of items of sentimental value will be made only at their current cash value.

Cancellation
The customer may cancel or change the time of a cleaning service by giving at least 24 hours notice before the cleaning service. They can do this over the phone or by email.
The customer may terminate a regular cleaning service (rather than just cancel one week’s appointment) by giving at least one full calendar week’s notice before the cleaning service in writing via email, giving a reason and specifying the last cleaning date.
The customer must pay the half price of a cleaning visit if the appointment is changed or cancelled less than 12 hours before the agreed start of the visit.
The customer must pay the half price of a cleaning visit if the regular cleaning service is terminated less than one week before the agreed start of the visit.
The customer must pay the half price of a cleaning visit if the cleaner is unable to enter the premises due to no one being home to allow access, the cleaner being turned away, or a fault with the keys provided by the customer. All keys provided must be able to open the premises without any special knowledge, skill or ability.
In the event, a customer terminates their cleaning service with the cleaning company and we have the customer’s keys, it is the customer’s responsibility to make sure we know of the termination before the last cleaning appointment, where a hand back if the key will take place in exchange for any payments due. If the last payment is not made on the last day then keys will not be returned until the final payment has been received. In this case, it will then be the customer’s responsibility to collect their keys from the office following payment.
To protect the business in interests of the cleaning company, concerning the efforts, time and monetary investments we make to organize, approve and ensure the quality of all cleaners, we appoint and the customer hereby agrees. That the customer will not approach or engage directly with the cleaners, who have been introduced to the customer by our cleaning company, for the duration of the agreement and 12 months henceforth (applies to regular services). The customer also agrees, similarly, to not directly introduce our cleaner to another third party to directly engage them, for the same period.
In the case that the clause is breached, the customer also agrees to pay a recruitment fee of £500 to our cleaning company. Otherwise, the cleaning company will look for their rights at a small claims court.

Special offers
The cleaning company offers one free-of-charge visit every time a customer recommends us to a new customer.
Promotional offers cannot be combined with other offers and discounts. Promotional offers do not apply for minimum charges.
Promotional offers are subject to availability and usually apply for specific days, time slots and areas.
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. The cleaning company reserves the right to make changes to any part of these terms and conditions without giving any prior notice beyond informing all existing customers if any of the above clauses are changed.

Terms and Conditions
For regular weekly, bi-weekly or monthly services.                                                                                                                          One-time services require a deposit of 50% before service and the rest payment will be within 14 days from the invoice date. 

“In performing its obligations under this Agreement, the cleaning company shall comply with all applicable laws, statutes, regulations and codes from time to time in force including but not limited to the Modern Slavery Act 2015”

Cooperating with us means that you accept the conditions above,                                                                                           Any violation of the above-mentioned rules may result in the immediate termination of the provision of services to you.

                                                                                                                                   Copyright © R&B Cleaning Service Ltd 2019-2020