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 Servicesure Limited (T/A Cleaningsure).
The conditions stated in the following document contain the rights, responsibilities and obligations of any parties involved in the Agreement. The terms and conditions, as present, can be altered and/or amended without the need for prior notice.
Please take the time to review the terms and conditions in the documents before accepting.
- Booking and Confirmation
2.1 At the time the booking is made, you will need to provide us with a precise description of the property. Servicesure Limited (T/A Cleaningsure) reserves the right to change or amend a quote and to charge for any additional work, which then needs to be conducted.
2.2 If we are provided with incomplete, incorrect or inaccurate data or instructions, we can cancel the order, or we can make an extra charge.
2.3 Once a job is confirmed, a slot will be made available for the rendering of our service. It should be noted that the time of the job is simply an estimate based on our experience and on a basic description of the property provided by the customer. Please note that duration may vary therefore a degree of flexibility is required. We maintain no control over certain circumstances, including but not limited to factors such as bad weather, traffic, or force majeure events.
2.4 The customer agrees to provide access to hot water and electricity
2.5 The customer agrees to provide a timely and easy access to the property where the cleaning will take place.
3.1 All prices listed on our website, given over the phone or e-mail are valid only for the respective size of property/item or amount of time.
3.2 Prices may vary with respect to the size, location and condition of the property or the item which requires cleaning.
3.3 All prices are given inclusive of VAT at the prevailing rate. Servicesure Limited (T/A Cleaningsure) provides all necessary cleaning materials and equipment except in the case of a regular cleaning service.
3.4 If collection of keys is required from a location outside the post code area, £10 collection charge will apply.
3.5 The customer agrees to pay congestion charge of £11.5, if applicable.
3.6 Additional charge of £30 will apply if freezer has not been defrosted beforehand.
3.7 A minimum charge of £50 applies to each carpet or upholstery cleaning visit. A minimum requirement for 4 hours applies to each one off, after party cleaning. The minimum requirement for our regular cleaning visits is 3 hours per visit.
4.1 Payment must be made in full up to 24 hours before the service, otherwise the service will be cancelled
4.2 Payment can be made in cash on the day before the service
4.3 Payment can be made by BACS 2 day before clean takes place or on completion of the job.
4.4 The customer understands that any ‘late payments’ may be subject to additional charges.
4.5 Booking deposit of 50% is required for reserving the slot.
4.6 The customer may not withhold any part of the agreed price, unless agreed by us in writing.
4.7 Waiting time is subject of an additional charge for £50 per hour.
5.1 Servicesure Limited (T/A Cleaningsure) has a Public and Employer’s liability insurance. The policy will cover any accidental damages caused by a member of Servicesure Limited (T/A Cleaningsure), if valid and reported upon job completion on the service date.
5.2 Servicesure Limited (T/A Cleaningsure) reserves the right to refuse to share any of the confidential company’s documents.
- Complaints and Claims
6.1 The customer accepts and understands that poor service must be reported as soon as reasonably possible. Failure to do so will entitle customer to no refunds or compensations of any kind.
6.2 Servicesure Limited (T/A Cleaningsure) requires the presence of the customer or his/hers representative at the beginning and at the end of the cleaning session as an inspection will be carried out and any corrections made, the same day.
6.3 If The customer has scheduled an inventory check then it must be scheduled to commence no later than 48 hours after the cleaning job has been carried out. Servicesure Limited (T/A Cleaningsure) will not accept a complaint based on an Inventory check report in cases where the property has been occupied or light touch up works carried out in the period between the end of cleaning session and the Inventory check.
6.4 Servicesure Limited (T/A Cleaningsure) will not accept a complaint based on an Inventory check report, filed more than 48 hours after the cleaning session. Complaints are accepted verbally over the phone and in writing. Complaints must be reported on completion or within the following 48-hours.
6.5 Servicesure Limited (T/A Cleaningsure) may take up to 7 working days to respond to a complaint.
6.6 Servicesure Limited (T/A Cleaningsure) agrees to keep all customer’s information confidential.
6.7 Terms 6.2, 6.3 and 6.4 do not affect the customer’s ability to seek remedy using their statutory rights for any losses incurred due to the fault of Servicesure Limited (T/A Cleaningsure)
6.8 In case of customer dissatisfaction (must be reported up to 48 hours after the service), Servicesure Limited (T/A Cleaningsure) offer free re-clean. Evidence for missed cleaning spots must be shown. If the customer does’t accept the free re-clean in this period, company does not have any responsibility regarding the complaint.
6.9 If the property is in very bad condition, Servicesure Limited (T/A Cleaningsure) has the right to:
- increase the price of the service;
- remove the guarantee for free re-clean;
- cancel the service.
- Customer Satisfaction
7.1 If the customer is not completely satisfied with a cleaning job and it is reported up to 48 hours after the service, Servicesure Limited (T/A Cleaningsure) will re-clean any areas and items to customer’s satisfaction as long as it is possible to do so. Therefore the customer must allow the cleaner to return to the property.
7.2 Customer must be present at all times during the re-clean and at job completion.
7.3 A re-clean will be subject to an additional charge of at least £50 if the re-clean was due to no fault of Servicesure Limited (T/A Cleaningsure).
7.4 The customer has only one free of charge re-clean. All next cleaning service is subject to an additional charge.
7.5 If the customer cannot provide access for the re-clean to the property for some reason on the arranged time slot, the other re-clean will be not organised.
7.6 If another company is hired after our service, we do not have responsibilities regarding that property. Free re-clean, refunds or discounts are not offered.
Servicesure Limited (T/A Cleaningsure) reserves the right not to be liable for:
8.1 Not completing tasks which we did not agree to undertake.
8.2 Cleaning jobs not complete due to the lack of hot water or power or due to any other obstruction to the cleaning process.
8.3 Wear or discoloring of fabric becoming more visible once dirt has been removed. Failing to remove old/permanent stains that cannot be removed using standard carpet cleaning methods.
8.4 Failing to remove old/permanent stains that cannot be removed using standard professional carpet cleaning methods.
8.5 Existing damage or spillage that cannot be cleaned/removed completely using customer provided cleaning detergents and equipment or standard carpet cleaning equipment. Servicesure Limited (T/A Cleaningsure) cannot guarantee they can remove marks and stains from areas of the property including the carpets.
8.6 Any damages caused by a faulty or not in full working order detergents/equipment supplied by the customer.
8.7 Any loss or damage to items if caused by:
War, Terrorism, Hostilities, or Other such events outside of our Control.
Deterioration, Wear and Tear, Leakages, or from any other Unstable Goods.
Mechanical or Electrical Damages to any Appliance unless there is Evidence of External Impact
To any Jewellery, Precious Stones or Metals, Securities, Deeds, Money, Coins, or Collections of any Similar Kind, unless we have confirmed to accept Responsibility and you have given a Description and Value of the Items, in Writing.
To Pets, whether in a Cage, Tank or Carrier.
Any Plant Life.
Any Food or Drink.
To Software, Digital Content or Data of any Computer, Laptop or Similar Devices.
To Highly Breakable Fragile Items, if they have not been Removed or Secured by the Customer.
8.8 If the customer has got items which need special cleaning methods and special cleaning – detergents. Servicesure Limited (T/A Cleaningsure) reserves the right to refuse the provision of the cleaning detergents. If clients want specialist cleaning carried out like wood floor cleaning, the client should provide the chemicals and it is at the clients own risk if stains or damage occurs, unless it has been caused by our negligence.
8.9 For items that require special cleaning Servicesure Limited (T/A Cleaningsure) will advise the client to provide the specific cleaning detergents and to pass cleaning instructions to the sales advisors when placing the order or give instruction to the present cleaner at the property.
8.10 The disposal of rubbish or personal belongings left in the property being cleaned at the end of a tenancy if the customer has confirmed that the property is no longer unoccupied.
8.11 Any failing inventory checks or additional charges incurred by the customer if Servicesure Limited (T/A Cleaningsure) is not allowed to return to the premises to rectify any omissions or if a follow-up clean has been carried out not by ourselves without our consent.
8.12 A reimbursement of any charges paid for a repair of a damaged item carried out by a third party without our prior consent.
9.1 Cancelations by Customer
9.1.1Customer can cancel the service at any time, but the booking deposit is not refundable.
9.1.2 If the customer cancel a booking without reasonable grounds he/she agrees to recover all reasonable losses incurred due to the cancellation.
9.1.3 In the event the cleaners are asked to leave, no one is present at the property to let them in, or there is no water and/or power at the property, customer agrees to pay the quoted amount in full.
9.2 Cancelations by Servicesure Limited (T/A Cleaningsure)
Servicesure Limited (T/A Cleaningsure) reserves the right to cancel any appointment at the beginning or during the service if:
9.2.1 Our cleaners are verbally or physically abused or discriminated in any way.
9.2.2 There are inadequate conditions for cleaning, for example – the presence of builders, removal men or lack of water/ power etc.
9.2.3 The customer has misrepresented any facts/information about the property.
9.2.4 The property condition is hazardous to the health and well-being of our cleaners.
We always endeavour to provide the best service and products for our customers. However, on rare occasions, we recognise that there may be time where our customers may not be completely satisfied.
To ensure that we are able to put things rights as soon as we can, please read our complaints procedure below and we will respond promptly to ensure complete satisfaction.
As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out to our usual high standards.
In the unlikely event there is anything you are not completely satisfied with, please contact us as soon as you can up to 48 hours after the service in order that we can rectify any problems as soon as possible. Either call us on 02079711145, or write to us at 40 Villiers Close, KT5 8DN, Servicesure Limited (T/A Cleaningsure) or email us at email@example.com and we aim to respond within 7 days of receiving your complaint and where possible, will provide you with a date to remedy any issues raised.