Terms and conditions :: My Cleaners London - Only professional cleaning!

Terms and conditions

for www.mycleaners-london.co.uk

My Cleaners London Ltd. reserves the right to make any changes to any part of these terms and conditions without giving any prior notice.

REGULAR DOMESTIC AND COMMERCIAL CLEANING SERVICES

The customer agrees to sign the Agreement and Standing order forms to My Cleaners London Ltd within 7 days of placing the order.
The customer agrees to pay the monthly fee via Standing order.
My Cleaners London Ltd reserves the right to suspend cleaning services if monthly payments are missing.
Minimum duration of 2 hours per cleaning visit applies for all domestic cleaning services.
The sales advisors can only give a rough estimate of the duration of the cleaning service, which is based on a basic description of the client's house. Please note that duration may vary therefore a degree of flexibility is required.
Customer agrees to provide a task list and all necessary cleaning detergents and equipment for the required work, unless other arrangements have been made with My Cleaners London Ltd. All cleaning equipment should be safe and in full working order.
If the customer does not have cleaning detergents and asks My Cleaners London to purchase requested items on their behalf, customer understands that an applicable charge will be assessed.
If collection of keys is required from a location outside the postal code area of the cleaning scheduled, £15 charge will apply.
Monthly payment will be refunded only if customer does not require cleaning services for more than 4 weeks.
My Cleaners London Ltd will not be responsible for triggering any alarm systems. Customer should give any special instructions for activation/deactivation of any household alarm systems.
Two months minimum contract length applies for 'Budget', 'Regular' and 'Heavy' types of cleaning.
The customer understands that the price quoted over the phone or email does not include anything apart from cleaning and ironing labor.

ONE-OFF CLEANING / SPRING CLEANING

My Cleaners London reserves the right to amend the initial quotation, should the client`s original requirements change.
Minimum duration of 3 hours per cleaning visit applies.
Customer agrees to provide a list of tasks and all cleaning detergents and equipment needed for the required work, unless other arrangements have been made with My Cleaners London.
All cleaning equipment should be safe and in full working order.
If the customer does not have cleaning detergents, My Cleaners London will supply all necessary cleaning detergents for additional £2 per hour. This has to be requested at the time of the booking.
If collection of keys is required from a location outside the postal code area of the cleaning scheduled, £15 charge will apply.
The sales advisors can only give a rough estimate of the duration of the cleaning service, which is based on a basic description of the customer`s house. Please note that duration may vary therefore a degree of flexibility is required.
The client understands that the price he/she has been quoted on an hourly basis is not for a "package deal" and does not include anything apart from cleaning labour.
After Builders Cleaning, After Party Cleaning or Badly neglected homes may take up to three times longer than a well maintained home requiring general cleaning.

END OF TENANCY CLEANING

My Cleaners London Ltd reserves the right to amend the initial quotation, should the client`s original requirements change.
If collection of keys is required from a location outside the postal code area of the cleaning scheduled, £15 charge will apply.
The client understands that the price quoted is not a "package deal" and includes only cleaning labour.
Minimum duration of 4 hours per cleaning visit applies.
Client agrees to provide a task list and all cleaning detergents and equipment (vacuum cleaner, mop, bucket and portable ladder) required to carry out the service, unless other arrangements have been made with My Cleaners London . All cleaning equipment provided by client should be safe and in full working order.
The sales advisors can only give a rough estimate of the duration of the cleaning service, which is based on a basic description of the customer`s house. Please note that duration may vary therefore a degree of flexibility is required.
If the client does not have cleaning detergents, My Cleaners London will supply all necessary cleaning detergents for additional £2 per hour. This has to be requested at the time of the booking.
Client is advised that an end of tenancy cleaning may take double the length of time required for a general cleaning. After Builders Cleaning, After Party Cleaning or Badly neglected homes may take up to three times longer than a well maintained home requiring general cleaning.

My Cleaners London Ltd reserves the right not to continue with the job if on inspection, it is found that the material to be cleaned or treated is not suitable for cleaning or treatment. My Cleaners London also will not continue with the job if for example water or power is not available or if there is interference in the work from the Client or any other person.
If the client fails to be at the property at the agreed booked time then a full charge will be made.

CARPET CLEANING & UPHOLSTERY CLEANING

All carpet/upholstery cleaning orders are subject to £50.00 minimum call out charge.
My Cleaners London reserves the right to amend the initial quotation, should the client`s original requirements change.
If the customer has a dog, cat or other hairy pet then an extra 30% charge will be added to the service price due to the extensive amount of animal hair slowing down the cleaning process.
If water extraction is required due to flooding 30% extra charge will be added to the service price.
The client understands that additional Parking and Congestion charge may apply.
If My Cleaners London personnel need to collect keys from a third party’s address outside the postal code of the premises where work is to be carried out then a £10.00 charge will be added to the price of the service.
If the Client premises are above the third floor of a building with no lift additional charge of £10 will apply.
All carpet/upholstery cleaning orders are subject to £50 minimum call out charge.
If collection of keys is required from a location outside the postal code area of the cleaning scheduled, £15 charge will apply.

PAYMENTS

Payment is requested on completion on the day of the cleaning session.
Payments are taken by credit or debit card only, for commercial clients we will invoice you on completion and payment is to be made no later than 30 days from the invoice date.

Payment can be made by cheque on completion, please make the cheque payable to My Cleaners London . If paying by cheque, a cheque guarantee card is required and the customer will be responsible for all bank and legal charges resulting from a dishonored cheque.
Payment can be made with debit or credit card over the phone (This needs to be made in advance). Cleaner London will not share the Client’s card details with a third party.
The Client’s agrees and authorises My Cleaners London Ltd to charge any outstanding amount owed to My Cleaners London with regards to the cleaning services provided plus parking and congestion charges fees (if any) and up to the total amount of the booked services to the debit/credit card the Client’s has provided.
Client understands that any ‘late payments’ will be subject to additional charges.
If payment is not made after 30 days of invoice then in accordance with the late payment . You agree as part of this contract to pay this sum which represents our reasonable costs in collecting the unpaid amounts.
All payments must be made in Great Britain Pounds.

COMPLAINTS AND CLAIMS

Client accepts and understands that poor service, breakage/damage or theft must be reported within 24 hours from the service date. Failure to do so will entitle customer to no refunds or recovery cleanings.
My Cleaners London requires the presence of the Client or his/hers representative in the beginning and at the end of the cleaning session so an inspection can be carried out and if any corrections are needed, should be made on the same day. If a Client is not completely satisfied with the cleaning services, My Cleaners London will re-clean any areas and item/s before the completion of the service on the same day.
If the Client has scheduled an inventory check then it must be scheduled to commence no later than 24 hours after the cleaning job has been done.
My Cleaners London may take up to 5 working days to respond to a complaint.
My Cleaners London will not accept a complaint based on an Inventory check report, filed more than 24-hour after the cleaning session.
Complaints are accepted in writing (letter, e mail or Fax). Complaints must be reported on completion or in the following 24-hour.
All fragile and highly breakable items must be secured or removed. Items excluded from liability are: cash, jewellery, items of sentimental value, art and antiques.
Key replacement/locksmith fees are paid only if keys are lost by our operatives. There is a £30 per household liability limit.
Client should appreciate that carpets often will not have a consistent appearance after cleaning by reason of differences in wear and tear. Sunlight will sometimes cause fading in areas of the carpet and cleaning can not rectify this. Stains are not always visible before dirt is removed and it may not be possible to remove those stains completely. My Cleaners London will use its best efforts to provide a good result but Clients are asked to be aware of these limitations which are common to all cleaning operations.
In case of damage My Cleaners London Ltd. will try to repair the item/s if it agrees that it caused the damage. If the item/s cannot be repaired My Cleaners London Ltd will rectify the problem through its insurance company by crediting the Client with the item/s if it is proven to be by our personnel, we have an excess on each and every claim of £250 which is payable by the client.
My Cleaners London reserves the right not to be responsible for: delay for a cleaning visit due to a traffic congestion, postponed service due to broken equipment, job not complete due to lack of hot water or power and suitable cleaning materials and/or equipment in full working order provided by the Client, third party entering or present at Client’s premises obstructing the cleaning process, accidental damages worth up to £250 or less.

INSURANCE

My Cleaners London has a Public and Employer’s liability insurance. The policy will cover any accidental damages caused by an operator working on behalf of My Cleaners London, reported within 24 hours of service date, there is an excess of £250 which is payable by the client on each and every claim.
Insurance cover does not include anything that may break down or stop working at any time such as: dishwasher, washing machine, oven, cookers, extractor fans, fridge, freezer, etc, any other items, instability of which the Client is already aware for such us bathroom appliances or any fixtures. The Client is obliged to warn the Company or the cleaner about appliances that are poorly fixed or not in full working order.
My Cleaners London reserves the right to refuse to share any of the confidential company’s documents.

CLIENT SATISFACTION

Client understands that he/she is not entitled to any refunds.
If the Client is not satisfied with the cleaning service provided and a complaint has been placed in the stated 24 hours after the job has been completed, My Cleaners London reserves the right to return a cleaner and re-clean any areas and items to Client’s satisfaction. Therefore the Client must allow the cleaner to be returned and he/she should be at present at all times during the re-clean visit.
My Cleaners London reserves the right to return a cleaner not more than once.

CANCELLATION

Client may cancel the scheduled cleaning job up to 48 hours prior to the agreed start time, they will forfeit there £20 deposit which is non refundable.
Client agrees to pay the full amount of the quote as a cancellation fee if he/she cancels or changes the date/time less than 48 hours prior to the scheduled appointment.
Clients agrees to pay the full amount of the quote as a cancellation fee in the event of a lock- out cased by our cleaners being turned away; no one home to let them in; no water or power available at Client’s premises or problem with clients keys. If keys are provided they must open the lock without any special efforts or skills.
If an initial deposit has been paid to My Cleaners London Ltd then Client agrees that deposit funds may be used to cover the cancellation fee.

AFTER CANCELLATION OF THE CLEANING SERVICE

By entering into a service agreement with My Cleaners London Ltd., the Client agrees that after the termination of the cleaning service he/she will not hire or use any domestic services provided by a present or past cleaner introduced to the Client by the company. If the Client wishes to hire or use domestic services provided by such a cleaner then he/she must pay a referral fee of £600.
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. My Cleaners London Ltd. reserves the right to make any changes to any part of these terms and conditions without giving any prior notice.