Terms and Conditions
1. Introduction and Definitions
1a. In these Terms of Business the following definitions apply:
“The Agency”, The Company, “We”, “Us” – means Cleaner Team with Registered Office Address: 390 Porters Avenue, Essex, RM8 2EF.
“Cleaner” – means the person or firm carrying out cleaning services on behalf of Cleaner Team.
“Client” – means the person, firm or corporate body together with any subsidiary or associated company as defined by the Companies Act 1985, to who the cleaning services are supplied by Cleaner Team.
“Service” – means the cleaning services carried out on behalf of Cleaner Team.
“Cleaning Visit” – means the visit to the Client’s service address by the Cleaner in order to carry out the Service.
1b. Cleaner Team acts as introduction agency between the Client and the Cleaner. The Cleaner is under the Client’s supervision, control and responsibility. The Cleaner is subcontracted by the Agency and is self-employed.
1c. Cleaner Team agrees to provide vetted, reliable, insured and experienced Cleaner to carry out general domestic cleaning and ironing service only.
1d. The Client is to ensure that all the necessary cleaning materials are in stock on each visit, are safe to be used by the cleaner and the equipment supplied( vacuum cleaner, mop, etc.) is in full working order, so the Cleaner can carry out the required cleaning and ironing tasks.
1e. The Headings contained in these Terms are for guidance and convenience only and do not affect their interpretation.
2a. These Terms and Conditions represent a contract between Cleaner Team Ltd. and the Client.
2b. The Client agrees that by booking Cleaner Team’s cleaning and ironing services by phone, fax, email or its website, is bound by the Cleaner Team’s Terms and Conditions.
2c. These Terms and Conditions shall prevail over any other terms of business, purchase conditions, alterations or variations put forward by the Client, unless otherwise agreed or approved in writing by a director of Cleaner Team.
2d. These Terms and Conditions are governed by the relevant United Kingdom law, and by agreeing to be bound by them the Client agrees to submit to the exclusive jurisdiction of the relevant courts of the United Kingdom.
3. Service Cost
3a. The Client, who books regular cleaning and/or ironing service, agrees to pay Cleaner Team the prevailing hourly rate plus VAT, unless otherwise advised in writing. There are no additional fees or charges on top of the hourly rate. There are no minimum hours requested per booking. The Client is to ensure all required cleaning materials and equipment are provided to the Cleaner on each visit.
3b. The Client, who books one off/spring clean/ move out/move in/office clean, is charged the prevailing hourly rate plus VAT, unless otherwise advised in writing. There is a minimum of 2 hours per cleaning visit. The Client is to ensure all required cleaning materials and equipment are provided to the Cleaner on the visit. If the Client cannot provide the required cleaning supplies, Cleaner Team must be notified before the booking, as alternative arrangements should be made and additional charge shall occur on top of the hourly rate.
3c. The Client who books carpet, upholstery, oven or window cleaning service will be quoted a price by Cleaner Team.
4a. The VAT is charged at the standard rate.
5a. Cleaning materials (detergents, solutions, towels, cloths, gloves) and equipment (vacuum cleaner, iron, ironing board, mop, brush and broom etc.) must be provided by the Client. All equipment must be safe to operate, in full working order and must not require any special skills to be used for the purpose of cleaning.
5b. The Client agrees to warn both the Cleaner and Cleaner Team of any appliances that are poorly fixed or not in full working order. The Client agrees to warn both the Cleaner and Cleaner Team if there are more specific surfaces in the premises, which need special care and have to be treated by specific cleaning materials (e.g. marble, granite, wooden surfaces, etc.).
5c. If the Client has equipment that is complicated to operate, the Client must provide clear and detailed instructions both to the Cleaner and to Cleaner Team.
5d. Detailed list of cleaning specifications (cleaning tasks) must be provided by the Client to Cleaner Team and the Cleaner prior to service commencing. If only verbal description of the tasks has been provided, the Agency shall not be responsible for any tasks not carried out.
6a. Cleaner Team will email/post a monthly invoice at the end of each month. The Client agrees to remit payment via online bank transfer, cheque, standing order or over the phone – strictly no later than seven days from the date of the invoice. Late payment fee/interest or charges may apply. Cleaner Team reserves the right to suspend the cleaning service if payment is not made within seven days.
6b. One off cleaning service requires payment directly to the Cleaner on completion of the job on the day of the visit, or advanced payment should be made via phone or online bank transfer to Cleaner Team prior to the cleaning visit.
6c. Cleaner Team reserves the right to charge interest on invoiced amounts unpaid for more than 30 days from the due date until the date of actual payment.
6d. If Cleaner Team is forced to refer the Client’s account for collection to a third party, then extra costs may be added to the outstanding amount by the debt collecting company.
6e. Any bank charges incurred due to a Client’s cheque being returned unpaid will be passed to the Client at a flat rate of £25.00 per cheque.
7. Cancellation of the Service
7a. Cleaner Team reserves the right to charge £20.00 late cancellation/lock-out fee for cancelling or rescheduling a visit with less than 24 hour notice for Clients who book one off cleaning service only. The same fee applies if the cleaning operatives are unable to gain access to the Client’s home, through no fault of Cleaner Team.
7b. The Client, who booked regular cleaning and/or ironing service agrees and is liable to pay the full price of the cleaning visit, if: a) The Client cancels or changes the date/time less than 24 hours prior to the scheduled appointment; b) The Client fails to provide access to the service premises consequently preventing Cleaner Team to carry out the booked work; c) There is a problem with the Client’s keys and the cleaning operatives cannot let themselves in. If keys are provided they must open all locks without any special efforts or skills.
7c. If the Client needs to change a cleaning day or time Cleaner Team will do its best to accommodate them. A minimum 24 notice is required. Please note that the Agency cannot guarantee that the same operative will be available on the new day and at the time the Client requires. Any changes in the cleaning schedule are subject to availability.
7d. The Company’s cleaning operatives work on any day of the week including Bank Holidays. If the Client’s cleaning visit is due on a Bank Holiday and he hasn’t called, faxed or e-mailed the Agency to cancel the visit 24 hours prior to the start of the cleaning session, the Client agrees to and understands that the regular amount due for that cleaning visit will be added to his monthly bill, as per scheduled.
8. Termination of Contract
8a. There are no minimum terms of a contract. However, if the Client decides to terminate the services, two weeks written notice is required. Failure to do that may result in £20.00 cancelation fee.
9. Private Employment Fee
9a. The Client is liable for a private employment fee of £400.00 per person, should he directly employ (either legally or on a cash basis) anyone currently sub-contracted by Cleaner Team, or sub-contracted by the Agency within the 1 year period prior to such engagement. The Client agrees to pay this fee whether he notifies Cleaner Team of his action or the Agency discovers this employment independently at any time after it occurs. The Client further agrees to reimburse the Agency for any and all collection or legal fees the Agency incurs in collecting this fee.
10a. The Agency and the individual cleaners hold Public Liability Insurance.
10b. The Company reserves any right to refuse disclosure of confidential company documents.
11. Claims and Complaints
11a. The Client agrees that he is liable to pay an excess of £250 for any claim made.
11b. The Client agrees that due to the nature of the service the Agency guarantees only to correct any problems reported within 24 hours. Failure to do so will entitle the Client to nothing. Cleaner Team may require entry to the location of the claim within 24 hours to correct the problem. Any refunds or adjustments must be requested to the Agency directly and are subject to approval by the Agency.
11c. The Client understands that Cleaner Team will fully investigate any complaint and attempt to resolve it to the satisfaction of the Client, or alternatively to a reasonable standard.
11d. The Client agrees to allow the Company back to re-clean and inspect any disputed areas/items before arranging a third party to carry out services.
11e. The Client must be present at all time during the recovery clean.
11f. The Agency reserves the right to only offer one recovery clean per service.
11g. While the Cleaner makes every effort not to break items, accidents do happen. Identical replacement is always attempted but not guaranteed. For this specific reason, the Agency requests all irreplaceable items (whether monetarily, antiques or sentimentally valuable) to be stored away and /or not cleaned by the Cleaner.
11h. In case of damage, proven to be done by the Cleaner, The Agency will repair the item at its cost. If the item cannot be repaired the Agency will rectify the problem by crediting the customer with the item’s present actual cash value toward a like replacement from a Company’s source upon payment of the cleaning bill of the cleaning services completed.
11i. Cleaner Team shall not be responsible for damage due to faulty and/or improper installation of any item. All surfaces (i.e., marble, granite, etc.) are assumed sealed and ready to clean without causing harm.
11j. No claims shall be entertained if the Client has an outstanding balance aged more than 30 days.
11k. Any attempt to commit insurance fraud or any use of false information to commit any type of fraud will be prosecuted to the fullest extent of the law together by the Company and the Insurance Provider(s). Monetary compensation as well as legal fees may incur.
11l. If the Client is unpleased with a currently occurring service, Cleaner Team asks that the Client notifies it as soon as he notices anything that might be to his dislike by emailing: email@example.com or calling 0208 2200 324. Please do not wait until you receive your monthly bill or the service is ending.
11m. Key replacement/locksmith fees are paid only if keys are lost by our operatives. There is a £30 per location liability limit.
12a. Cleaner Team shall not be liable under any circumstances for any loss, expense, damage, delay, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Client arising from or in any way connected with a late arrival of the Cleaner at the provided service address. The Cleaner aims to be right on time on any visit but sometimes due to transport related and other problems which are beyond the Agency’s/ Cleaner’s control, the Cleaner may arrive with a delay or the cleaning visit may be re-scheduled.
12b. Cleaner Team shall not be liable under any circumstances for any loss, expense, damage, delay, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Client arising from or in any way connected with : 1. A cleaning job not complete due to the lack of suitable/enough cleaning materials, lack of hot water or electricity, or equipment not in full working order; 2. Third party entering or present at the Client’s premises during the cleaning process; 3. An existing damage to Clients property in the form of old stains/burns/spillages etc. which cannot be cleaned/removed completely by the cleaning operative using the Client’s cleaning equipment and materials and in accordance with the industry standard cleaning methods as described in the Company’s method statements; 4. Any damages caused by faulty/not in full working order equipment or materials supplied by the Client.
12c. Cleaner Team shall not be liable under any circumstances for any loss, expense, damage, delay, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Client arising from or in any way connected with the Agency carrying out services for the
Client if the Client has an outstanding amount aged 30 days or more from the date the payment was due.
12d. The Client understands and agrees that the Agency may record all incoming and outgoing phone conversations for quality control, record keeping and back-referral for any inquiries or investigations.
13. Additional Terms
13a. Cleaner Team reserves the right to amend the rates of the Client’s initial visit at any time and in its own discretion, if: 1) The Clients initially requested tasks change; 2) The Clients visit frequency requirements change.
13b. The Client agrees and understands that if any estimates of cleaning visit duration are given, they are not precise and they might change, depending on the individuality of each property, required tasks, property conditions, provided equipment, unforeseen circumstances.
13c. The Client understands that the price quoted is for labour only.
13d. After Builders Cleaning, Event Cleaning, Move Out/In Cleaning, Spring Cleaning or badly neglected homes may take up to three times longer than a well maintained home requiring general cleaning. Cleaner Team is not liable for any unsatisfactory result if the Client decides and books less hours than advised by the Agency. Cleaner Team will ensure to deliver the best possible result in the allocated time booked but the Client.
13e. The Client agrees that all fragile items, highly breakable items, antiques, items of sentimental value must be secured or removed away from the Cleaner prior the cleaning visit.
13f. The cleaning operatives are not allowed to use and work with bleach or bleach containing products. Cleaner Team advises the Client to avoid supplying such products to the Cleaner. The Client agrees and understands that the Agency shall not be liable under any circumstances for any damages to Client’s property caused by bleach/bleach containing products.
13g. Cleaner Team shall not be liable for the shrinkage of carpets as a result of poor fitting.
13h. The Client agrees that the Agency is not responsible for any damage caused as a result of the Client placing furniture on a carpet which has not completely dried.
13i. The Client agrees that the Agency is not liable for any wear or discolouration of fabric that becomes more notable once dirt is removed.
13j. The Client agrees that Cleaner Team is not liable for any damages caused by faulty products/equipment provided by the customer.
13k. The Client agrees that The Agency shall not guarantee After Builders Cleaning service when building work has not finished and there are still people present on site.
13l. The Client agrees that freezers must be defrosted in advance, as the time-scales for defrosting will not enable us to thoroughly clean them.
13m. Cleaner Team reserves the right to make any changes to any part of these Terms and Conditions without giving any prior notice.
14. Recommendation Bonus
14a. Cleaner Team will top up the account of any Client with a one-time credit of £10.00 for recommending another Client, who books a regular service with the Agency. The Credit will be due after the new Client has completed his fourth visit with Cleaner Team.