Terms & Conditions
These Terms and Conditions govern the sale and provision of services by Immaculate Cleaning, and form the basis of the contract between Immaculate Cleaning and you.
By accepting & booking our cleaning services, you are accepting our Terms & Conditions. Please ensure you have read these carefully.
Important Information About Your New Service
We aim to be transparent & provide you with as much information about your cleaning service, before you commit to starting the contract with us.
- We are a small team and we can't guarantee you will have the same cleaner for every visit. We do try our best to match you with the best cleaner for your home, but on occasions you may have an alternative cleaner on your cleaning day.
- All our staff receive the same training & we carry out monitoring spot checks to ensure their standards remain high. No two cleaners work in the same way, you may have a cleaner who is fast & gets a lot done although may not be as thorough, or you may have a cleaner who is slower and covers more attention to detail which can take longer and may not get everywhere completed in the time slot. If you would like to discuss anything about a cleaner and have any suggestions, please get in touch via email.
- If for any reason you miss a cleaning appointment, we will try our best to complete as much cleaning in your next appointment. In order to complete the clean in your requested time, we may have to prioritize certain areas if there is a build up of dust from the missed appointment. If you would like to request extra time, please let us know.
- We will always try our best to provide you with a reliable cleaning service, on occasions we may have to cancel/change the day/time of your cleaning service. We really appreciate your understanding and patience in this matter.
Prices & Payments
- Our prices are subject to change, and we will give you 14 days written notice of the change.
We accept the following methods of payments
-Bank transfer
-Standing Order
- Please ensure the correct amount is in your bank on the day of the clean to avoid payment failure. Payments are due on the day of the invoice, unless issued otherwise. If payment isn't received within 30 days of services provided, an interest rate of 8% plus the Bank of England interest rate will be charged from the date of service.
Providing The Services
- If we agree to provide cleaning on a Bank holiday, you will be charged at an additional rate. If your scheduled slot is on a bank holiday, we will let you know and give you options to change your clean for that week if we have space available.
- If for any reason, you decide that less cleaning is required on the day of your visit or we are unable to complete a full clean and it takes less time than normal, you may be charged for the full original booking amount, depending on the circumstances.
- We ask for any COVID 19 cases in the household to be reported at your earliest connivence to allow for rescheduling/ cancellation.
- if you wish to postpone your clean for more than one clean, to secure your slot we will require 50% of the total price of the clean for a maximum of three months under the manager discretion.
- You must ensure that the property where the services are to be provided, has both hot & cold running water, electricity and adequate lighting.
- Immaculate Cleaning provide all products & equipment for deep and end of tenancy cleans. During domestic and commercial cleans we ask for mop and hoover to be provided. With this equipment, you must ensure they are safe to use and are in full working order and must not require any special skills to use. We accept no responsibility for any damage/faults caused by us using your equipment.
- If you instruct us to leave a door or a window unlocked/key under a mat etc which may result in your property being left insecure, you must notify us in writing to state that you instruct us to do this and that you understand that we cannot be held liable for any issues/damages which may occur to your property, due to us following your requests. Clients are responsible for ensuring they provide us with keys if they wish for doors to be locked if the client is not at the property when the cleaner is due to leave.
- You are responsible for ensuring you provide us will all relevant instructions for activating/deactivating alarm systems. We will not be held responsible for triggering any alarm systems where you have not provided clear instructions.
- We agree to provide absolute security for keys to your property at all times. In the unlikely event of keys being misplaced/lost by Us, We will make appropriate arrangements for replacement keys to be made at our expense.
- All of the Immaculate Cleaning team work hard to always provide the best service possible to our customers. With this in mind we have a zero tolerance for rudeness, aggression and verbal abuse to our staff at any time.
- Unless you notify us in writing, we will presume that all surfaces such as marble, granite, limestone & wood are fully sealed and are able to be cleaned as normal.
- If you have any issues with a service that you've received, you must contact us within 12 hours of your clean via email (immaculatecleaningwells@gmail.com) with details and pictures and we will assess the situation. We do not offer refunds but we aim to provide you with a excellent service.
- Staff are not insured to climb onto any steps/ladders of any height when working alone. We will do our best to reach everywhere we can.
- We are happy to empty bins as requested, please ensure you let us know and provide binbags. Even though we have a waste carrier license, this does not allow us to remove rubbish off your premises. Unfortunately we do not empty bins with nappies/sanitary products in.
- If your property has a child's play-room, the floor space must be cleared and in a tidy order (where reasonable practical) prior to our services provided in that room. Any room that is needing to be tidied prior to cleaning, will not be cleaned fully unless the price includes this.
- For the best possible service to be provided, please ensure each room is tidied up and items put away to make every surface accessible for us.
- We are happy for you to book however many hours to suit you, but we will give you an estimate of the recommend time to complete the clean to a high standard. We complete a thorough clean & this takes time. If you book less hours than we have estimated, we can't guarantee every room will be completed in that time scale although we are happy to work to your list of priorities.
- In the event (caused by us) that we are unable to provide you with a service on any given day/week, you will NOT be charged. We will do our best to avoid this, but occasionally this may be out of our control.
- In the event (caused by you- client) that we are unable to provide you with a service, for example due to inability to gain access, forgotten about your clean, you will be charged 100% for the service.
- By agreeing to these T&C's, you give us permission to take photographs of cleaning within your property. These will never include personal details/images to link you to the photographs. Images will be used for marketing & training purposes.
- If you are found to be engaging any of our employees and/or workers either directly or indirectly by discussing/offering to hire separately to Immaculate Cleaning, either for yourself, friends or family members, (cleaning related or not) then you will be liable to pay us a recruitment fee of £500 plus VAT at the appropriate rate.
Properties With Animals/Pets
- We do NOT clean out pet litter trays, beds, bedding or any other form of pet cage and you must not present these for cleaning. We also do NOT pick up/clean up animal faeces or sick/bodily fluids due to bio hazard.
- Immaculate Cleaning staff will exercise reasonable skill and attention in caring for any pets while in the property but we cannot be liable for any damage caused to or by animals during, after or as a result of our cleaning.
- If you have any pets, in particularly dogs who may be wary of strangers, please keep them away from the property or in a separate room for the duration on the clean. If you will not be in and our employee feels unsafe to enter the property, we have the right to cancel the clean without notice. All animals should be under the clients control at all times as in accordance with our risk assessment. If any animals escape upon us entering, leaving or opening doors/windows, we accept no responsibility. Great care will always be taken to avoid this happening.
- Owners/handlers are responsible for their animals and any injuries and/or damages caused by their animals
Cancellations
- If you wish to cancel one cleaning slot due to a holiday/event or re arrange the services within 24 hours or less of the agreed start time, you will be required to pay the full price for the provision of service. If you give us 24 hours but less than 48 hours notice, you will be required to pay 50% of the total price.
- Once Immaculate Cleaning have begun providing the services, you are free to cancel the services at any time by giving 30 days written notice. If you have made any payments for services not provided, these sums will be refunded to you as soon as possible. The cleaning within your 30 days cancellation notice must be carried out as scheduled or you will be charged for the total amount of the cleans. For example, 2 cleans for fortnightly, 4 cleans for weekly.
Liability
- Immaculate Cleaning have a Public Liability Insurance policy in place, underwritten by a leading insurer. A copy of our Public Liability Insurance is available to view upon request.
- If Immaculate Cleaning are providing services within your property, and we cause any damage, you must notify us of such damage within 12 hours of carrying out the services. You must provide photographic evidence and other relevant information to support your claim. Without this, we are unable to make a claim under our insurance policy. In the event that you are not able to provide evidence, then you will not be able to pursue a claim for damages. We are not responsible for any pre-existing faults or damage in or to your property that we may discover whilst providing the services. In the event that you wish to claim off our insurance, you will be liable to pay £250 excess.
- We agree to provide security for your keys to your property at all times. In the unlikely event of any keys being misplaced/lost by Immaculate Cleaning, we will make appropriate arrangements for replacement keys to be made at our expense. No keys are labelled to reduce risk of theft.
Governing Law & Jurisdiction
- These Terms & Conditions are the relationship between you and Immaculate Cleaning (whether contractual or otherwise) shall be governed by you and constructed in accordance with English law.
- Any dispute, controversy, proceedings or claim between you and Us relating to these Terms & Conditions, the Contract or the relationship between you and Us (whether contractual or otherwise), shall be subject to the jurisdiction of the courts of England, Wales, Scotland & Northern Ireland, as determined by your residency.
