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Article Index

14. Exclusions and limitations

The Service Provider is not responsible for:

  1. Not completing or providing the Service as a result of a breach of a warranty by the Customer (including a failure by the Customer to provide a safe working environment or unencumbered access to the Premises); or
  2. Not completing or providing the Service as a result of the Cleaner not proceeding for health and safety reasons;
  3. Any loss or damage incurred by the Customer or any third party as a result of the effects of a force majeure, being any event beyond the reasonable control of the Service Provider;
  4. Not completing or providing the Service due to an act or omission of the Customer or any other person at the Premises during provision of the Service;
  5. Existing dirt, wear, damage or stains that cannot be completely cleaned or removed;
  6. Any wear or discolouring of fabric or surfaces becoming more visible once dirt has been removed;
  7. All fragile and highly breakable items, cash, jewellery, items of sentimental value, art and antiques.
  8. The cost of any key replacement or locksmith fees, unless keys were lost by the Service Provider or the Cleaner.
  9. Old stains that cannot be removed using normal cleaning methods.
  10. Accidental damage due to faulty equipment.
  11. Any accidental damage caused by a cleaner working for the Service Provider, if there is an outstanding amount owed to the Service Provider (excluding payment due for the cleaning visit when the accident happened).
  12. The Service Provider will not be responsible for triggering any alarm systems. Customer should provide special instructions for deactivation/activation of any alarm systems.

15. Accidents, breakage, damage & theft

  1. While our cleaners will treat your home with great care accidents can and do happen from time to time. The Service Provider has public and employer’s liability insurance. The policy will cover major accidental damage caused by our cleaners.
  2. The Customer must inform the Service Provider of any incident where an accident, breakage, damage to property or theft has occurred due to any act of the Cleaner within 24 hours of completion of the Service.
  3. Any claims reported later than 24 hours after the clean will not be considered. If a report of damage is made on a Saturday it must be reported by Monday 12:00 pm to be accepted as a valid claim.
  4. 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.
  5. We may require entry to the location of the claim within 24 hours to correct or assess the problem.

16. Changes

You can change the number of hours, and the interval between cleaning visits, by giving at least 24 hours notice before the next cleaning visit.

17. Cancellation

  1. The Customer must provide the Service Provider with at least 24 hours notice prior to the Service Time, if they wish to suspend, postpone or cancel the Service for any reason.
  2. In the event that such notice has been given, the Service Provider will endeavour to reschedule the Service if required.
  3. Domestic cleaning: You agree to pay the full price of the cleaning visit if you cancel or change the date/time less than 24 hours prior to the scheduled appointment. You agree to pay the full price of the cleaning visit in the event of a lock-out caused by our cleaners being turned away; no one home to let them in; or a problem with your keys. If keys are provided they must open the lock without any special efforts or skills. You agree to pay the full price of one cleaning visit in the case of a termination of the service if you have given less than 7 days advanced notice. You have the right to terminate the service without giving 14 days advanced notice but by giving 24 hours advanced notice before or immediately after the first cleaning visit only.
  4. End of Tenancy Cleaning: You may cancel the scheduled cleaning job at least 24 hours prior to the agreed start time. You agree to pay a £35.00 cancellation fee if you cancel or change the date/time less than 24 hours prior to the scheduled appointment. You agree to pay a £35.00 cancellation fee in the event of a lock-out caused by our cleaners being turned away; no one home to let them in; or a problem with customer’s keys. If keys are provided they must open the lock without any special efforts or skills.
  5. One-off Deep or Spring Cleaning: You may cancel the scheduled cleaning job at least 24 hours prior to the agreed start time. You agree to pay a £35.00 cancellation fee if you cancel or change the date/time less than 24 hours prior to the scheduled appointment. You agree to pay £35.00 cancellation fee in the event of a lock-out caused by our cleaners being turned away; no one home to let them in; or problem with customer’s keys. If keys are provided they must open the lock without any special efforts or skills.
  6. Cancellation by us:
    We reserve the right to cancel the contract between us if:
    1. We have insufficient staff to fulfil the booking you have ordered;
    2. We do not cover your area; or
    3. One or more of the services you ordered was listed at an incorrect price due to a typographical error.
    4. If we do cancel your contract we will notify you by e-mail within 7 days of your booking.
    5. Notwithstanding the foregoing, nothing in these terms and conditions is intended to limit any rights you might have as a consumer under applicable local law or other statutory rights that may not be excluded nor in any way to exclude or limit our liability to you for any death or personal injury resulting from our negligence.
    6. By entering into a contract with the Service Provider, you agree that after the termination of the cleaning service you will not hire or use any domestic services provided by a present or past cleaner introduced to you by us. If you do wish to hire or use domestic services provided by such a Cleaner then you must pay a referral fee of £500.
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