Terms & Conditions

By placing an order either over the phone, e mail or web site, customer has verbal or written agreement, and is bound to THE cleaners Terms and Conditions

1. SERVICES

1.1. REGULAR DOMESTIC CLEANING

1. The customer agrees to sign and return the Agreement and Direct Debit forms to Regular Cleaners prior to the first cleaning visit.
2. The customer agrees to pay the monthly fee via Direct Debit instruction unless otherwise agreed by THE cleaners.
3. The Cleaners reserves the right to suspend cleaning services if monthly payments are missing or if paper work is not returned to us prior to the first cleaning visit.
4. Minimum duration of 2 hours per cleaning visit applies for all domestic cleaning services.
5. 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.
6. 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 THE cleaners. All cleaning equipment should be safe and in full working order.
7. If the customer does not have cleaning detergents and asks THE cleaners to purchase requested items on their behalf, customer understands that an applicable charge will be assessed.
8. If collection of keys is required from a location outside the postal code area of the cleaning scheduled, £15 (excl. VAT).
9. Monthly payment will be refunded only if customer does not require cleaning services for more than 4 consecutive weeks.
10. THE cleaners will not be responsible for triggering any alarm systems. Customer should give any special instructions for deactivation/activation of any household alarm systems.
11. 30 days minimum contract length applies.
12. The customer understands that the price quoted over the phone or email does not include anything apart from cleaning and ironing labour.

1.2. END OF TENANCY CLEANING

1. THE cleaners reserves the right to amend the initial quotation, should the client's original requirements change.
2. If collection of keys is required from a location outside the postal code area of the cleaning scheduled, £15 (excl. VAT).
3. The customer understands that the price quoted is a package deal and includes labour and cleaning materials.
4. Minimum duration of 4 hours per cleaning visit applies.
5. Customer agrees to provide a task list. Any cleaning equipment provided by customer, should be safe and in full working order.
6. 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.
7. If the customer requires any specialist cleaning equipment or detergents, THE cleaners need to be made aware at the time of booking. An additional cost may be incurred.
8. The customer 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.

1.3. ONE-OFF CLEANING / SPRING CLEANING

1. THE cleaners reserves the right to amend the initial quotation, should the client's original requirements change.
2. Minimum duration of 3 hours per cleaning visit applies.
3. 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 THE cleaners.
4. All cleaning equipment should be safe and in full working order.
5. If the customer does not have cleaning detergents, THE cleaners will supply all necessary cleaning detergents for additional cost, to be decided. This has to be requested at the time of the booking.
6. If collection of keys is required from a location outside the postal code area of the cleaning scheduled, £15 (excl. VAT).
7. The customer understands that the price quoted is not a "package deal" and includes only cleaning labour. If a full package deal is required, then THE cleaners need to be made aware at the time of booking and the quote will reflect.
8. 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.
9. The customer is advised that an end of tenancy cleaning may take double the length of time required for a general cleaning. Post Construction/ After Builders Cleaning, Post Party Cleaning or Badly neglected homes may take up to three times longer than a well maintained home requiring general cleaning.

1.4. CARPET CLEANING & UPHOLSTERY CLEANING

1. The Cleaners reserves the right to amend the initial quotation, should the client's original requirements change.
2. 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.
3. If water extraction is required due to flooding 30% extra charge will be added to the service price.
4. The client understands that additional Parking and Congestion charge may apply.
5. All carpet/upholstery cleaning orders are subject to £55 (excl. VAT) minimum call out charge.
6. If collection of keys is required from a location outside the postal code area of the cleaning scheduled, £15 (excl. VAT).

1.5. MATTRESS CLEANING

1. THE cleaners reserves the right to amend the initial quotation, should the client's original requirements change.
2. All mattress cleaning orders are subject to £55 (excl. VAT) minimum call out charge.
3. If collection of keys is required from a location outside the postal code area of the cleaning scheduled, £15 (excl. VAT).
4. The client understands that additional Parking and Congestion charge may apply.

1.6. HOLIDAY COTTAGES, CARAVAN PARKS AND HOTELS.

1. THE cleaners reserves the right to amend the initial quotation if the customers needs change.
2. If collection of keys is required from a location outside the postal code area of the cleaning scheduled, £15 (excl. VAT).
3. THE cleaners reserves the right to suspend cleaning services if invoices are not paid promptly.
4. Back to back changeovers on a Sunday or Bank holiday Monday will incur a £25+ VAT charge.
5. Cleaning costs are inclusive of all cleaning equipment, bin liners, one toilet roll at each toilet, black bag in the main bin, hand soaps at the bathroom sink and jay cloth and sponge at kitchen the sink. Fairy liquid will also be topped up.
6. Welcome packs can be purchased for customers. The balance of goods purchased will be added to the customers invoice.
7. Any special requirements must be made clear to THE cleaners prior to any work commencing.
8. If a property has been vacant for 14 days or more, a pre let refresh will be undertaken at a cost of £25 inc VAT. Unless otherwise instructed by the property owner, THE cleaners will assume this charge is accepted and proceed.

2. PAYMENTS

1. Payment is requested on receipt of invoice.
2. Payment can be made in cash on completion of the service or via BACS transfer.
3. Payment can be made by cheque on completion, please make the cheque payable to THE cleaners. If paying by cheque, the customer will be responsible for all bank and legal charges resulting from a dishonoured cheque.
4. Customer understands that any 'late payments' may be subject to additional charges.
5. If payment is not made after 30 days of invoice then the account will be passed to our collections agency, after which a charge of 15% plus Vat on top of the initial invoice due, will be added to the debt. You agree as part of this contract to pay this sum which represents our reasonable costs in collecting the unpaid amounts.

3. COMPLAINTS AND CLAIMS

1. The customer 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.
2. The Cleaners requires the presence of the customer or his/hers representative in the beginning and at the end of the cleaning session as an inspection can be carried out and if any corrections, should be made on the same day. If this is not feasible, any complaints from customers must be reported within 24 hours, allowing us time to put right any issues. If a customer leaves a holiday cottage, caravan park or hotel and then issues a complaint requesting a refund, THE cleaners will not be held financially responsible if we have not been given the opportunity to rectify the problem.
3. If the customer has scheduled an inventory check then it must be scheduled to commence no later than 24 hours after the cleaning job has been carried out.
4. The Cleaners will not accept a complaint based on an Inventory check report, filed more than 24-hour after the cleaning session.
5. Complaints are accepted verbally over the phone and in writing (letter, e mail or Fax). Complaints must be reported on completion or in the following 24-hours.
6. All fragile and highly breakable items must be secured or removed. Items excluded from liability are: cash, jewellery, items of sentimental value (the customer will be credited with the items present cash value), art and antiques.
7. Key replacement/locksmith fees are paid only if keys are lost by our operatives. There is a £30 per household liability limit.
8. The Cleaners agrees to keep all customers* information confidential.
9. In case of damage The Cleaners will repair the item at its cost. If the item cannot be repaired The Cleaners will rectify the problem by crediting the customer with the item's present actual cash value toward a like replacement from a The Cleaners source upon payment of cleaning services rendered.

4. INSURANCE

1. THE cleaners has a Public and Employer's liability insurance. The policy will cover any accidental damages caused by an operator working for or on behalf of THE cleaners, reported within 24 hours of service date.
2. There is £350 excess on any claim, of which £150 are paid by customer and £200 by THE cleaners.
3. THE cleaners reserves the right to refuse to share any of the confidential company's documents.

5. CUSTOMER SATISFACTION

1. Customer understands that he/she is not entitled to any refunds.
2. If the customer is not completely satisfied with a cleaning job, THE cleaners will re-clean any areas and items to customer's satisfaction. Therefore customer must allow the cleaner to be returned.
3. Customer or representative must be present at all times during the recovery-clean. THE cleaners reserves the right not to return a cleaner more than once.

6. LIABILITY

1. THE cleaners reserves the right not to be liable for:
2. Completing tasks which are not stated on our task list;
3. Cleaning jobs not complete due to the lack of suitable cleaning detergents and/or equipment in full working order, hot water or power;
4. Third party entering or present at the customer's premises during the cleaning process;
5. Wear or discolouring of fabric becoming more visible once dirt has been removed;
6. Failing to remove old/permanent stains that cannot be removed using standard carpet cleaning methods;
7. Existing damage or spillage that cannot be cleaned/removed completely using provided by the customer cleaning detergents and equipment or standard carpet cleaning equipment;
8. Any damages caused by a faulty or not in full working order detergents/equipment supplied by the customer.
9. If the customer has got items which need special cleaning methods and special cleaning detergents, THE cleaners reserves the right to refuse the provision of the cleaning detergents.
10. THE cleaners 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;

7. CANCELLATION

7.1. REGULAR DOMESTIC CLEANING

1. Customer may cancel or adjust the time of a cleaning visit/s by giving at least 24 hours advanced notice.
2. Customer agrees to pay the full price of a cleaning visit if the customer cancels or changes the date/time less than 24 hours prior to the scheduled appointment.
3. Customer agrees 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 problem with customer's keys.
4. If keys are provided they must open the lock without any special efforts or skills.
5. Customer agrees to pay the full price of one cleaning visit in case of a termination of the service if the customer has given less than one week advanced notice.
6. Customer may terminate the cleaning service by giving fourteen calendar days (14 days) advanced notice in writing(also via email) and specifying the last cleaning date and give reason.

7.2. END OF TENANCY CLEANING:

1. 48 hours notice is required if customer should either decide to cancel or re-schedule a cleaning appointment.
2. Customer agrees to pay 40% of the quote as a cancellation fee if the customer cancels or changes the date/time less than 48 hours prior to the scheduled appointment.
3. Customer agrees to pay 40% 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 customer's premises; or problem with customer's keys.
4. If keys are provided they must open the lock without any special efforts or skills. If an initial deposit has been paid to THE cleaners then the customer agrees that deposit funds may be used to cover the cancellation fee.

7.3. ONE-OFF CLEANING:

1. 48 hours notice is required if customer should either decide to cancel or re-schedule a cleaning appointment.
2. Customer agrees to pay 40% of the quote as a cancellation fee if the customer cancels or changes the date/time less than 48 hours prior to the scheduled appointment.
3. Customer agrees to pay 40% 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 customer's premises; or problem with customer's keys.
4. If keys are provided they must open the lock without any special efforts or skills. If an initial deposit has been paid to THE cleaners then the customer agrees that deposit funds may be used to cover the cancellation fee.

7.4. CARPET AND UPHOLSTERY CLEANING:

1. 48 hours notice is required if customer should either decide to cancel or re-schedule a cleaning appointment.
2. Customer agrees to pay 40% of the quote as a cancellation fee if the customer cancels or changes the date/time less than 48 hours prior to the scheduled appointment.
3. Customer agrees to pay 40% 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 customer's premises; or problem with customer's keys.
4. If keys are provided they must open the lock without any special efforts or skills. If an initial deposit has been paid to THE cleaners then the customer agrees that deposit funds may be used to cover the cancellation fee.

7.5. HOLIDAY ACCOMMODATION

1. If home owners want to clean their own property after a booking, THE cleaners requires 24 hours notice. Failure to give 24 hours notice will result in the full cleaning price being charged.
2. If you wish to cancel THE cleaners cleaning services completely, then we will require 14 days notice.
3. We ask for any “owner bookings” to be sent to us via email. THE cleaners will not be held responsible for any missed booking due to a text message being sent.
4. THE cleaners will not presume to clean following an owner booking. Unless a clean has been requested by the owner then THE cleaners will not attend. If the property therefore is unfit for the next guests, a £25 + VAT callout charge will be applied on top of the cleaning cost.

7.6. AFTER CANCELLATION OF THE CLEANING SERVICE

By entering into a service agreement with THE cleaners, the customer 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 customer by THE cleaners. If the customer wishes to hire or use domestic services provided by such a cleaner then he/she must pay a referral fee of £400.

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. THE cleaners reserves the right to make any changes to any part of these terms and conditions without giving any prior notice. Should any of the above clauses change all existing customers will be notified. Please check our website for updates.