Terms and Conditions

Domestic Cleaning & One- Off Cleaning

These “Terms and Conditions” are Cleaning Experts’ Terms of Use on which we sell our services and products. We require that anyone, residential or commercial customers, who intends to use our cleaning services must agree with our Terms and Conditions before each booking. We kindly advise our customers to periodically check and review our T&C for possible changes.

Contract

Our Terms and Conditions represent a contract between Cleaning Experts and the Client.
Both parties shall ensure that their respective responsibilities under this agreement are undertaken in compliance with all statutory regulations and codes of conduct.
The Client agrees that any use of the Company’s services, including placing an order for services by telephone, fax, email, website forms shall constitute the Client’s acceptance of these Terms and Conditions.
Unless otherwise agreed in writing by a director of the Company, these Terms and Conditions shall prevail over any other terms of business or purchase conditions put forward by the Client.
There will be no alterations or variations of Cleaning Experts’ T&C which shall be valid unless approved in writing by a director of the Company.

Pricing

Clients, who have signed a service contract with the Company for regular standard home cleaning on a weekly/ fortnightly basis, are charged £9.00 per hour. There is a minimum of 3 hours per cleaning visit.
Clients, who have signed a service contract with the Company for regular premium home cleaning on a weekly/ fortnightly basis, are charged £12.00 per hour. There is a minimum of 3 hours per cleaning visit.
Clients, who require a domestic cleaning service provided once (One-off cleaning service), where client must provide all cleaning materials and equipment, are charged £12.00 per hour. There is a minimum of 3 hours per cleaning visit.
Clients, who require a domestic cleaning service provided once (One-off cleaning service), where the Company must provide all cleaning materials and equipment, are charged £16.00 per hour. There is a minimum of 4 hours per cleaning visit.
Clients, who have not signed or are unwilling to sign a service contract with the Company and require a regular domestic cleaning service, are charged £12.00 per hour. There is a minimum of 3 hours per cleaning visit.

Booking a cleaning service

In order to complete the booking, client must accept and respond to the confirmation email ASAP.
The acceptance of the confirmation email will provide and prove a full acceptance of the written content on the confirmation email and commitment to be bound by Cleaning Experts’ Terms and Conditions.
Service appointments may be booked from 30 minutes to 2 hours slot. Our team/ cleaning technician may arrive at any time within the given time slot. Punctuality is an important factor to us, but sometimes it may be necessary to re-schedule or move the appointment due to factors beyond our control. In such case we will send you another confirmation email to re-schedule the appointment as soon as possible and convenient time.
Services may endure from 1 hour to 4 hours and more, depending on the complexity of the required work and service.

Payment Specifications & Methods

Payment is due prior to service commencement in the form of:

– Bank transfer payment

– Card payment(UK only)

We reserve the right to cancel services without notice due to declined credit card transactions or non-cleared funds.

– PayPal payment (online transfer)

– Standing order payment

– Cash payment

– Cheque Payment (please make sure the cheque is made payable to Thracian Ltd)

Upon the act of arranging a booking for any type of service, you confirm that you have read and agreed with the company Payment terms and conditions, as well as the general Terms and conditions.

Once Client accepts and agrees our Terms and Conditions along with the sent confirmation letter, he agrees to pay according to the amount specified in the conditions of the written quote. The quotation is based on the information Client has provided at the time of the booking. The Company reserves the right to amend the initial quotation if this information is incorrect or insufficient.

The Company may ask for a deposit prior to start date of the cleaning service and amount must be paid according to the terms in the quotation given. The remaining balance must be paid by cash or cheque to the cleaning operative before the operative leaves the Client’s premises ot PayPal/ bank transfer. If no payment has been received at the time of completion of the cleaning service, the Client agrees to and authorizes the Company to charge his debit/credit card with the outstanding amount.
The Client agrees that paying the outstanding balance by debit/credit card will incur a 3% card processing charge.

The company reserves the right to claim cancellation fee on 50% or £50.00 whichever is greater or use Client’s credit or debit card details to claim the same amount for cancellation fee in event of a cancellation without 24hr notice or prevention from carrying out the booked service through no fault of the company/ cleaning staff.
The Client agrees to and authorises the Company to charge his debit/credit card with any outstanding amounts owed to the Company.
The Company reserves the right to charge interest on invoiced amounts unpaid for more than 30 days at the rate of 8% per annum above the Bank of England base rate from the due date until the date of actual payment.
If the Company 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.
If any bank charges occur due to a Client’s cheque being returned unpaid, they will be passed to the Client at a flat rate of £30.00 per cheque.
The Company reserves the right to cancel any contract and back charge additional for past services to reflect the balance of the standard rate(s) if any misleading or false information was used to obtain discounted services.

Equipment

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.
If the Client has equipment that is complicated to operate, the Client must provide clear and detailed instructions to the Cleaner.
If the Client does not have cleaning materials or value on utility and laundry cards, and Client asks the Company/company operative to purchase said items on their behalf, the Client understands that a £5.00 service charge will apply and will be added to the cleaning materials bill.
If the Client requires use of our equipment and cleaning materials there will be a one off charge of £40.00 and £2.00 will be added to the hourly rate.
A detailed list of cleaning specifications (cleaning tasks) must be provided by the Client to the cleaning operatives prior to service commencing. If only verbal description of the tasks has been provided, the Company shall not be responsible for any tasks not carried out.

Special Offers

Special offers and discounts apply for all services except for minimum charges.
Special offers and discounts cannot be combined with other promotions or discounts.
Special offers and discounts usually apply for a specific period of time, days, time slots and areas.
Special offers hold their own T&C, so for more information we kindly advise to contact our office

Refunds

No refund claims will be entertained once the cleaning service has been carried out. If Client decides that the cleaning service hasn’t been properly done, we kindly advise to contact our office before the cleaning visit is carried out.
Refund will be issued only if the Client has cancelled a cleaning visit within the allowed time (24 hours) prior to the start of the cleaning session and a payment has been already taken by the Company.
The Company will refund the Client if a cleaning operative does not attend a cleaning visit, payment for which has been already collected by the Company.

Missed Appointments and Cancellation

There is a 50% or £50.00 late cancellation/lock-out fee for cancelling or rescheduling a visit with less than 24 hour notice for non-contract Clients. The same fee applies if the cleaning operatives are unable to gain access to the Client’s home, through no fault of the Company or the Company’s employees are prevented from carrying out the booked services due to your failure to provide: 24 hours cancellation notice, access to your property or electricity/water, the same fee applies.
The contracted Client agrees 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 thus preventing the Company 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.
If the Client needs to change a cleaning day or time our Company will do its best reschedule the cleaning visit for another day. Please note that a minimum 24 notice is required. Please note that the Company cannot guarantee that the same operative will be available on the new day and at the time the Client requires, in view of the fact that any changes in the cleaning schedule are subject to availability.
For further Clients’ convenience the Company’s cleaning operatives work from Monday to Sunday including Public/ Bank Holidays. If the Client’s cleaning visit is due on a Bank Holiday and he hasn’t called, faxed or e-mailed the Company 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 charged regardless of whether the cleaning operative has cleaned the Client’s property or not.

Termination of Contract

If Client has signed contract for regular home cleaning, Client may terminate the cleaning contract by giving 30 days prior notice. The Client agrees to have least 2 cleaning visits carried out during the 30 days notice period.
The Client agrees to pay a cancellation fee of £50.00 if: 1) No notice is given; 2) The Client provides a termination notice and requires less than 2 cleaning visits. In these cases the Company will waive the notice requirement, so the service can be terminated with an immediate effect.

Employment Referral Fee

The Client is liable for an employment referral fee of £500.00 per person, should he directly employ (either legally or on a cash basis) anyone currently employed/sub-contracted by the Company, or employed/sub-contracted by the Company within the 1 year period prior to such employment. The Client agrees to pay this fee whether he notifies the Company of his action or the Company discovers this employment independently at any time after it occurs. The Client further agrees to reimburse the Company for any and all collection or legal fees the Company incurs in collecting this fee.

Claims, Amends and Compensations for Damages

The Company’s public liability insurance will cover damages caused by a cleaning operative working on behalf of the Company up to £1,000,000.00. All claims are subject to an excess of £50.00. The insurance policy includes extra protection by adding Fidelity Risk cover of up to £10,000.00
The Client agrees that due to the nature of the service the Company guarantees only to correct any problems reported within a reasonable time of the completion of the service. Failure to do so will entitle the Client to nothing.
The Company may require entry to the location of the claim within 24 hours to correct the problem.
The Client agrees to inspect the work immediately after its completion and to draw the operatives’ attention to any outstanding cleaning issues while they are still on site. The operatives will carry out any such additional work to the Client’s complete satisfaction.
If the Client or any third party instructed by the Client is not present at the time of completion of the service then no claims regarding any cleaning issues can be made.
If the Client instructs a third party to inspect the result from the cleaning then the Company must be notified before completion of the service.
In case of a third party inspecting or refusing to inspect the result from the cleaning then the Company cannot be held responsible for rectifying any outstanding cleaning issues not mentioned by the third party.
Any refunds or adjustments must be requested to the Company directly and subject to approval by the Company.
The Client waives his right to stop payment on his cheque or protest a credit/debit card charge unless the Company fails to make good on the guarantee shown in part 13.
While the Company operatives make every effort not to break items, accidents do happen. Identical replacement is always attempted but not guaranteed. For this specific reason, the Company requests all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and /or not cleaned by the cleaning operatives.
In case of damage, The Company will repair the item at its cost. If the item cannot be repaired the Company 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 cleaning services rendered.
The Company 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.
No claims shall be entertained if the Client has an outstanding balance aged more than 30 days.
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.
Key replacement/locksmith fees are paid only if keys are lost by our operatives. There is a £30 per location liability limit.

Complaints

If the Client is unpleased with a currently occurring service, the Company asks that the Client notifies it as soon as he notices anything that might be to his dislike by calling 020 7100 4547. Please do not wait until the service is ending.
If you Client is still not happy, we kindly advise the Client to send us a written complaint.
All complaints must be received in writing by letter, fax or email.
Please note that we accept written complaints written and sent within a reasonable time from the job completion. After that Company will consider no claims.
Please note that all claims must follow the steps written above, otherwise the Company will not investigate the claims and complaints.

Liability

The information in our website is checked frequently for mistakes and incorrect information. However, on occasions, errors may occur. Please note that Cleaning Experts will not be liable for any errors to service descriptions or prices. That is why we recommend contacting our office for more precise and accurate information.
The Company 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 Company operatives at the service address. The Company endeavours to be right on time on any visit but sometimes due to transport related and other problems which are beyond the Company’s control, the Company operative’s may arrive with a delay or the cleaning visit may be re-scheduled.
The Company 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 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;

– Third party entering or present at the Client’s premises during the cleaning process;

– Its failure to carry out its services as a result of factors that are beyond its control. Factors beyond its control include acts of god, floods, severe weather conditions, and inability to gain access to premises, lack of appropriate resources, such as water, electricity, and lighting;

– Late arrival of Company operatives at the service address. The Company endeavours to be right on time on any visit but sometimes due to transport related and other problems which are beyond the Company’s control, the Company operative’s may arrive with a delay or the cleaning visit may be re-scheduled.

– 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 industry standard cleaning methods;

– Non satisfactory result from the service due to the Client or third party walking on wet floors or using appliances during or shortly after the cleaning process;

– The Company shall not be liable for any damages worth £50.00 or less.

– The Company shall not be liable for any odours arising during and/or after cleaning when this is due to factors such as, lack of ventilation, and/or appropriate heating.

– The Company 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 if the Client has an outstanding balance aged 30 days or more from the date the payment was due.

– 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;

– Any damages caused by faulty/not in full working order equipment or materials supplied by the Client;

– Any damages worth £50.00 or less.

The Company 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 Company 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.
We record all incoming and outgoing phone conversations for quality control, record keeping and back-referral for any inquiries or investigations.

Supplementary Terms

If the Client requests keys to be collected by the Company’s operatives from a third party’s address outside the postal code of the serviced address then a £10.00 charge will apply. The charge will cover only the pick- up of keys. If said keys need to be returned back to the third party’s address or any other address another charge of £10.00 will apply.
The Company, reserves the right to re-evaluate rates at any time should the Client’s initial list of tasks changes.
Our cleaners are happy to move furniture. Due to Health and Safety regulations one cleaner will attempt to move only furniture that requires no more than one person.
The Company reserves the right to amend the initial quotation, should the Client’s original requirements change. Differences in excess of 10% will be discussed with the Client prior to the start of the work.
If any estimates of how long it will take the cleaning operatives to complete the job are being provided those are only estimates based on the average time it takes to clean a home or an office of similar size to the Client’s, it being difficult to calculate precisely how long such tasks may take and that a degree of flexibility may be required. Please note that one off cleans may take longer to complete due to longer intervals between cleaning sessions, number and type of cleaning tasks required, when compared to the regular maintenance cleaning of the same property.
The Client understands that the price he has been quoted is not for a “package deal” and does not include anything apart from cleaning labour.
If possible, consistent with employees’ availability, the Company shall arrange an immediate replacement should an operative cannot attend a scheduled visit, and will inform the Client prior to the visit.
Please note that badly neglected homes may take up to three times longer than a well maintained home requiring general cleaning.
The cleaning operatives are not allowed to hand wash any items of clothing belonging to the Client. The Company advises that our operatives can only use a washing machine for such tasks.
All fragile and highly breakable items must be secured or removed.
Cleaning of Venetian blinds is optional at a cost of £30.00 per 4 regular windows.
The quotation excludes the clearing of debris created by tradesman or building work unless otherwise stated.
The Client shall ensure that all valuables are stored away when work is carried out and that the property is supervised by the Client or his representative at all times during the course of the work. The Company shall not be responsible for the Clients failure to comply with this obligation.
The provisions of this contract are not intended to confer any benefit upon Third parties and the provisions of the Contracts (Rights of Third Parties) Act 1999, are hereby expressly excluded from this agreement.
The Company advises the Client to avoid supplying bleach or bleach containing products (except for cleaning bathrooms and toilets) to the cleaning operatives. The Company shall not be liable under any circumstances for any damages to Client’s property caused by bleach/bleach containing products.
The Company reserves the right to make any changes to any part of these Terms and Conditions without giving any prior notice. The Company may add to or alter these Terms and Conditions from time to time and any alterations or additions will apply to new business but not to existing contracts. Please refer to your copy of these Terms and Conditions.

Our Guarantee

The Company has built its business and reputation by providing its clients with the best possible cleaning service available. Still, the Company realises, that because its operatives are human beings, they sometimes make mistakes. For this reason, the Company offers you a guarantee. If the Client is not satisfied with the Company’s service for any reason, the Company’s operatives will come back to the Client’s home and re-clean to his complete satisfaction.
Our guarantee is subject to a complaints notice within a reasonable time after the completion of the service.

Insurance

The Company shall insure all work it undertakes. The Company’s public liability insurance covers damages caused by a cleaning operative working on behalf of the Company and includes Treatment Risk and Fidelity Risk covers as standard. All claims are subject to an excess of £50.00.

Law

These Terms are governed by the laws of England and Wales, and are subject to the exclusive jurisdiction of the Courts of England, and Wales.

Carpet Cleaning, Upholstery Cleaning & Rug Cleaning

Contract

Our Terms and Conditions represent a contract between Cleaning Experts and the Client.
Both parties shall ensure that their respective responsibilities under this agreement are undertaken in compliance with all statutory regulations and codes of conduct.
The Client agrees that any use of the Company’s services, including placing an order for services by telephone, fax, email, website forms shall constitute the Client’s acceptance of these Terms and Conditions.
Unless otherwise agreed in writing by a director of the Company, these Terms and Conditions shall prevail over any other terms of business or purchase conditions put forward by the Client.
There will be no alterations or variations of Cleaning Experts’ T&C which shall be valid unless approved in writing by a director of the Company.

Pricing, Details & Equipment

The carpet, upholstery & rug cleaning procedures are charged per job, not hour. For more details please check our “Prices” page. Carpet cleaning is charged per square metre taking into account the type of carpet fibres. Natural carpet fibres e.g. coir, jute, sisal, sea grass etc. require dry cleaning process which is more expensive than the standard hot water extraction method.
Cleaning Experts provides all cleaning materials and equipment necessary for the cleaning procedures.
The company uses national average room sizes when calculating quotations over the phone.
The initial quotation may change should the clients change their requirements. Our quotation is based on the information you have provided at the time of the booking. We reserve the right to amend the initial quotation if this information is incorrect or insufficient. Please note that neglected properties may require extra time, efforts and materials and therefore the price may increase. You will be quoted the updated price prior to the work commencing.
We will treat all spots and marks that are present on your carpet and upholstery as part of the cleaning process. Our cleaning technician will try his best to remove completely any spots and marks but there will be no guarantee that all of them will disappear 100%. At completion of the cleaning process your carpets and upholstery will be clean and healthy. If any spots or marks are still visible it means that your carpet or upholstery has suffered permanent discolouration where the substance (coffee, red wine, ink etc.) has hit the fibres and has stayed for a certain period of time thus causing damage, for which our Company takes no responsibility.
All quotations are given by the Company following a request by the Client and shall remain open to acceptance for a period of 30 days from their date.
A deposit of £20 is required, paid by debit/credit card/ PayPal/ bank transfer so that the cleaning procedure takes place.
In case no payment is received at the time of the completion of the cleaning procedure, Cleaning Experts reserves the right to charge the client’s debit/credit card or demand the amount to be sent via PayPal/ bank transfer at the price rate agreed in the contract.
A cancellation is valid in case a written notice is provided no less than 24 hours before the scheduled appointment.
A cancellation fee of £50 or 50% (whichever is greater) of the price is in force in case the written notice is received less than 24 hours of the scheduled appointment.
The client has to pay the full price of the cleaning procedure in case the cleaning teams arrive at the address but have no access to the property to be cleaned; Cleaning Experts receives a notice of cancellation within less than 2 hours of the appointment.
In case the client is not satisfied with the result of the end of tenancy cleaning procedure, he/she should give us a written notice within 24 hours of the completion of the cleaning procedure. In this case we offer to repeat the cleaning procedures free of charge.
No claims will be considered valid in case they are received later than a reasonable time from the completion of the cleaning procedure.
The client agrees to inspect the cleaning work upon completion and make a list of any additional requirements.
Client must cover Congestion Charge and parking fees (if applicable). If there is no free or paid parking at client’s address, client will have to provide a Temporary/Visitor’s Parking Permit for our vehicle. For more information on Temporary/Visitor’s Parking Permits please contact your local authority. Client is responsible for arranging FREE AVAILABLE PARKING within 50 metres of the property!!! If no free parking is available, the client has to arrange paid parking space and cover the parking fees. If no parking (free or paid) is available we will not be able to carry out the job.
Please note that if you’d like your carpets to be treated with Stain Protector (Scotchguard) it will cost extra.

Booking a cleaning service

In order to complete the booking, client must accept and respond to the confirmation email ASAP.
The acceptance of the confirmation email will provide and prove a full acceptance of the written content on the confirmation email and commitment to be bound by Cleaning Experts’ Terms and Conditions.
Service appointments may be booked from 30 minutes to 2 hours slot. Our team/ cleaning technician may arrive at any time within the given time slot. Punctuality is an important factor to us, but sometimes it may be necessary to re-schedule or move the appointment due to factors beyond our control. In such case we will send you another confirmation email to re-schedule the appointment as soon as possible and convenient time.
Services may endure from 1 hour to 4 hours and more, depending on the complexity of the required work and service.

Payment specifications & methods

Payment is due prior to service commencement in the form of:

– Bank transfer payment

– Card payment(UK only)

We reserve the right to cancel services without notice due to declined credit card transactions or non-cleared funds.

– PayPal payment (online transfer)

– Standing order payment

– Cash payment

– Cheque Payment (please make sure the cheque is made payable to Thracian Ltd)

Upon the act of arranging a booking for any type of service, you confirm that you have read and agreed with the company Payment terms and conditions, as well as the general Terms and conditions.

Once Client accepts and agrees our Terms and Conditions along with the sent confirmation letter, he agrees to pay according to the amount specified in the conditions of the written quote. The quotation is based on the information Client has provided at the time of the booking. The Company reserves the right to amend the initial quotation if this information is incorrect or insufficient.

The Company may ask for a deposit prior to start date of the cleaning service and amount must be paid according to the terms in the quotation given. The remaining balance must be paid by cash or cheque to the cleaning operative before the operative leaves the Client’s premises ot PayPal/ bank transfer. If no payment has been received at the time of completion of the cleaning service, the Client agrees to and authorizes the Company to charge his debit/credit card with the outstanding amount.
The Client agrees that paying the outstanding balance by debit/credit card will incur a 3% card processing charge.

The company reserves the right to claim cancellation fee on 50% or £50.00 whichever is greater or use Client’s credit or debit card details to claim the same amount for cancellation fee in event of a cancellation without 24hr notice or prevention from carrying out the booked service through no fault of the company/ cleaning staff.
The Client agrees to and authorises the Company to charge his debit/credit card with any outstanding amounts owed to the Company.
The Company reserves the right to charge interest on invoiced amounts unpaid for more than 30 days at the rate of 8% per annum above the Bank of England base rate from the due date until the date of actual payment.
If the Company 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.
If any bank charges occur due to a Client’s cheque being returned unpaid, they will be passed to the Client at a flat rate of £30.00 per cheque.
The Company reserves the right to cancel any contract and back charge additional for past services to reflect the balance of the standard rate(s) if any misleading or false information was used to obtain discounted services.

Special Offers

Special offers and discounts apply for all services except for minimum charges.
Special offers and discounts cannot be combined with other promotions or discounts.
Special offers and discounts usually apply for a specific period of time, days, time slots and areas.
Special offers hold their own T&C, so for more information we kindly advise to contact our office.

Refunds

No refund claims will be entertained once the cleaning service has been carried out. If Client decides that the cleaning service hasn’t been properly done, we kindly advise to contact our office before the cleaning visit is carried out.
Refund will be issued only if the Client has cancelled a cleaning visit within the allowed time (24 hours) prior to the start of the cleaning session and a payment has been already taken by the Company.
The Company will refund the Client if a cleaning operative does not attend a cleaning visit, payment for which has been already collected by the Company.

Cancellation & Missed Appointment

There is a 50% or £50.00 late cancellation/lock-out fee for cancelling or rescheduling a visit with less than 24 hour notice for non-contract Clients. The same fee applies if the cleaning operatives are unable to gain access to the Client’s home, through no fault of the Company or the Company’s employees are prevented from carrying out the booked services due to your failure to provide: 24 hours cancellation notice, access to your property or electricity/water, the same fee applies.
The contracted Client agrees 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 thus preventing the Company 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.
If the Client needs to change a cleaning day or time our Company will do its best reschedule the cleaning visit for another day. Please note that a minimum 24 notice is required. Please note that the Company cannot guarantee that the same operative will be available on the new day and at the time the Client requires, in view of the fact that any changes in the cleaning schedule are subject to availability.
For further Clients’ convenience the Company’s cleaning operatives work from Monday to Sunday including Public/ Bank Holidays. If the Client’s cleaning visit is due on a Bank Holiday and he hasn’t called, faxed or e-mailed the Company 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 charged regardless of whether the cleaning operative has cleaned the Client’s property or not.

Employment Referral Fee

The Client is liable for an employment referral fee of £500.00 per person, should he directly employ (either legally or on a cash basis) anyone currently employed/sub-contracted by the Company, or employed/sub-contracted by the Company within the 1 year period prior to such employment. The Client agrees to pay this fee whether he notifies the Company of his action or the Company discovers this employment independently at any time after it occurs. The Client further agrees to reimburse the Company for any and all collection or legal fees the Company incurs in collecting this fee.

Claims, Amends and Compensations for Damages

The Client agrees that due to the nature of the service the Company guarantees only to correct any problems reported within a reasonable time from the completion of the service. Failure to do so will entitle the Client to nothing.
The Company may require entry to the location of the claim within 24 hours to correct the problem.
The Client agrees to inspect the work immediately after its completion and to draw the operatives’ attention to any outstanding cleaning issues while they are still on site. The operatives will carry out any such additional work to the Client’s complete satisfaction.
If the Client or any third party instructed by the Client is not present at the time of completion of the service then no claims regarding any cleaning issues can be made.
If the Client instructs a third party to inspect the result from the cleaning then the Company must be notified before completion of the service.
In case of a third party inspecting or refusing to inspect the result from the cleaning then the Company cannot be held responsible for rectifying any outstanding cleaning issues not mentioned by the third party.
Any refunds or adjustments must be requested to the Company directly and subject to approval by the Company.
The Client waives his right to stop payment on his cheque or protest a credit/debit card charge unless the Company fails to make good on the guarantee shown in part 13.
While the Company operatives make every effort not to break items, accidents do happen. Identical replacement is always attempted but not guaranteed. For this specific reason, the Company requests all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and /or not cleaned by the cleaning operatives.
In case of damage, The Company will repair the item at its cost. If the item cannot be repaired the Company 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 cleaning services rendered.
The Company 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.
No claims shall be entertained if the Client has an outstanding balance aged more than 30 days.
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.
Key replacement/locksmith fees are paid only if keys are lost by our operatives. There is a £30 per location liability limit.

Complaints

If the Client is unpleased with a currently occurring service, the Company asks that the Client notifies it as soon as he notices anything that might be to his dislike by calling 020 7100 4547. Please do not wait until the service is ending.
We request that complaints or feedback be provided in writing (by letter or email) within reasonable time of service completion, to ensure that the details are received in a clear and complete manner.
All services shall be deemed to have been carried out to the Client’s satisfaction unless a written notice detailing the complaint is received by the Company within reasonable time of service completion. The Company will fully investigate any complaint and attempt to resolve it to the satisfaction of the Client, or alternatively to a reasonable standard.
The Client agrees to allow the Company back to re-clean any disputed areas/items or repair damaged items, before making any attempts to clean those areas/items himself or arranging a third party to carry out cleaning or repair services with regards to the above. Failure to do so will void our Company Guarantee and we will consider the matter fully settled. If payment has not been received in full or has been stopped by the Client we will immediately refer the account for collection.

Liability

The information in our website is checked frequently for mistakes and incorrect information. However, on occasions, errors may occur. Please note that Cleaning Experts will not be liable for any errors to service descriptions or prices. That is why we recommend contacting our office for more precise and accurate information.
The Company 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 Company operatives at the service address. The Company endeavours to be right on time on any visit but sometimes due to transport related and other problems which are beyond the Company’s control, the Company operative’s may arrive with a delay or the cleaning visit may be re-scheduled.
The Company 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 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;

– Third party entering or present at the Client’s premises during the cleaning process;

– Non satisfactory result from the service due to the Client or third party walking on wet floors or using appliances during or shortly after the cleaning process;

– The Company shall not be liable for any damages worth £50.00 or less.

– The Company shall not be liable for any odours arising during and/or after cleaning when this is due to factors such as, lack of ventilation, and/or appropriate heating.

– Any damages caused by faulty/not in full working order equipment or materials supplied by the Client;

– Any damages worth £50.00 or less.

The Company 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 Company 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.
We record all incoming and outgoing phone conversations for quality control, record keeping and back-referral for any inquiries or investigations.

Supplementary Terms

If the Client requests keys to be collected by the Company’s operatives from a third party’s address outside the postal code of the serviced address then a £10.00 charge will apply. The charge will cover only the pick- up of keys. If said keys need to be returned back to the third party’s address or any other address another charge of £10.00 will apply.
The Company, reserves the right to re-evaluate rates at any time should the Client’s initial list of tasks changes.
Our cleaners are happy to move furniture. Due to Health and Safety regulations one cleaner will attempt to move only furniture that requires no more than one person.
The Company reserves the right to amend the initial quotation, should the Client’s original requirements change. Differences in excess of 10% will be discussed with the Client prior to the start of the work.
If any estimates of how long it will take the cleaning operatives to complete the job are being provided those are only estimates based on the average time it takes to clean a home or an office of similar size to the Client’s, it being difficult to calculate precisely how long such tasks may take and that a degree of flexibility may be required. Please note that one off cleans may take longer to complete due to longer intervals between cleaning sessions, number and type of cleaning tasks required, when compared to the regular maintenance cleaning of the same property.
The Client understands that the price he has been quoted is not for a “package deal” and does not include anything apart from cleaning labour.
If possible, consistent with employees’ availability, the Company shall arrange an immediate replacement should an operative cannot attend a scheduled visit, and will inform the Client prior to the visit.
Please note that badly neglected homes may take up to three times longer than a well maintained home requiring general cleaning.
The cleaning operatives are not allowed to hand wash any items of clothing belonging to the Client. The Company advises that our operatives can only use a washing machine for such tasks.
All fragile and highly breakable items must be secured or removed.
Cleaning of Venetian blinds is optional at a cost of £30.00 per 4 regular windows.
The quotation excludes the clearing of debris created by tradesman or building work unless otherwise stated.
The Client shall ensure that all valuables are stored away when work is carried out and that the property is supervised by the Client or his representative at all times during the course of the work. The Company shall not be responsible for the Clients failure to comply with this obligation.
The provisions of this contract are not intended to confer any benefit upon Third parties and the provisions of the Contracts (Rights of Third Parties) Act 1999, are hereby expressly excluded from this agreement.
The Company advises the Client to avoid supplying bleach or bleach containing products (except for cleaning bathrooms and toilets) to the cleaning operatives. The Company shall not be liable under any circumstances for any damages to Client’s property caused by bleach/bleach containing products.
The Company reserves the right to make any changes to any part of these Terms and Conditions without giving any prior notice. The Company may add to or alter these Terms and Conditions from time to time and any alterations or additions will apply to new business but not to existing contracts. Please refer to your copy of these Terms and Conditions.

Our Guarantee

The Company has built its business and reputation by providing its clients with the best possible cleaning service available. Still, the Company realises, that because its operatives are human beings, they sometimes make mistakes. For this reason, the Company offers you a guarantee. If the Client is not satisfied with the Company’s service for any reason, the Company’s operatives will come back to the Client’s home and re-clean to his complete satisfaction.
Our guarantee is subject to a complaints notice within a reasonable time after the completion of the service.

Insurance

The Company shall insure all work it undertakes. The Company’s public liability insurance covers damages caused by a cleaning operative working on behalf of the Company and includes Treatment Risk and Fidelity Risk covers as standard. All claims are subject to an excess of £50.00.

Law

These Terms are governed by the laws of England and Wales, and are subject to the exclusive jurisdiction of the Courts of England, and Wales.

End of Tenancy Cleaning & Builders Cleaning

Contract

Our Terms and Conditions represent a contract between Cleaning Experts and the Client.
Both parties shall ensure that their respective responsibilities under this agreement are undertaken in compliance with all statutory regulations and codes of conduct.
The Client agrees that any use of the Company’s services, including placing an order for services by telephone, fax, email, website forms shall constitute the Client’s acceptance of these Terms and Conditions.
Unless otherwise agreed in writing by a director of the Company, these Terms and Conditions shall prevail over any other terms of business or purchase conditions put forward by the Client.
There will be no alterations or variations of Cleaning Experts’ T&C which shall be valid unless approved in writing by a director of the Company.

Pricing, Details & Equipment

The end of tenancy cleaning procedures are charged per job, not hour. The price estimates depend mainly on the total surface, number of rooms and the condition of the residence. The number of end of tenancy cleaning operatives may vary, but it does not affect the initial quote you have received. For more details please check our “Prices” page.
The end of tenancy cleaning service package does not include hot extraction carpet cleaning and upholstery cleaning.
Cleaning Experts provides all cleaning materials and equipment necessary for the cleaning procedures.
The initial quotation may change should the clients change their requirements. Our quotation is based on the information you have provided at the time of the booking. We reserve the right to amend the initial quotation if this information is incorrect or insufficient. Please note that neglected properties may require extra time, efforts and materials and therefore the price may increase. You will be quoted the updated price prior to the work commencing.
During the end of tenancy cleaning procedure the client is required to provide electricity, running water and sufficient light.
A deposit of £20 is required, paid by debit/credit card/ PayPal/ bank transfer so that the cleaning procedure takes place.
In case no payment is received at the time of the completion of the cleaning procedure, Cleaning Experts reserves the right to charge the client’s debit/credit card or demand the amount to be sent via PayPal/ bank transfer at the price rate agreed in the contract.
A cancellation is valid in case a written notice is provided no less than 24 hours before the scheduled appointment.
A cancellation fee of £50 or 50% (whichever is greater) of the price is in force in case the written notice is received less than 24 hours of the scheduled appointment.
The client has to pay the full price of the cleaning procedure in case the cleaning teams arrive at the address but have no access to the property to be cleaned; Cleaning Experts receives a notice of cancellation within less than 2 hours of the appointment.
In case the client is not satisfied with the result of the end of tenancy cleaning procedure, he/she should give us a written notice within 24 hours of the completion of the cleaning procedure. In this case we offer to repeat the cleaning procedures free of charge.
No claims will be considered valid in case they are received later than 24 hours of the completion of the cleaning procedure.
The client agrees to inspect the cleaning work upon completion and make a list of any additional requirements.
Please note that garbage disposal is charged extra.
Client must cover Congestion Charge and parking fees (if applicable). If there is no free or paid parking at client’s address, client will have to provide a Temporary/Visitor’s Parking Permit for our vehicle. For more information on Temporary/Visitor’s Parking Permits please contact your local authority. Client is responsible for arranging FREE AVAILABLE PARKING within 50 metres of the property!!! If no free parking is available, the client has to arrange paid parking space and cover the parking fees. If no parking (free or paid) is available we will not be able to carry out the job.
Cleaning team usually consists of 2- 5 people.
Please note that EOT cleaning service does not include the following: Professional Carpet Cleaning, cleaning of walls, blinds, curtains, ceilings, chandeliers, balconies, windows externally, patios, gardens and external buildings, is not included in the above price. We can provide a competitive quote upon request.
Please empty all worktops, appliances, cupboards, wardrobes and drawers from personal belongings. If there are personal belongings, our team will not clean these areas.

Booking a cleaning service

In order to complete the booking, client must accept and respond to the confirmation email ASAP.
The acceptance of the confirmation email will provide and prove a full acceptance of the written content on the confirmation email and commitment to be bound by Cleaning Experts’ Terms and Conditions.
Service appointments may be booked from 30 minutes to 2 hours slot. Our team/ cleaning technician may arrive at any time within the given time slot. Punctuality is an important factor to us, but sometimes it may be necessary to re-schedule or move the appointment due to factors beyond our control. In such case we will send you another confirmation email to re-schedule the appointment as soon as possible and convenient time.
Services may endure from 1 hour to 4 hours and more, depending on the complexity of the required work and service.

Payment specifications and methods

Payment is due prior to service commencement in the form of:

– Bank transfer payment

– Card payment(UK only)

We reserve the right to cancel services without notice due to declined credit card transactions or non-cleared funds.

– PayPal payment (online transfer)

– Standing order payment

– Cash payment

– Cheque Payment (please make sure the cheque is made payable to Thracian Ltd)

Upon the act of arranging a booking for any type of service, you confirm that you have read and agreed with the company Payment terms and conditions, as well as the general Terms and conditions.

Once Client accepts and agrees our Terms and Conditions along with the sent confirmation letter, he agrees to pay according to the amount specified in the conditions of the written quote. The quotation is based on the information Client has provided at the time of the booking. The Company reserves the right to amend the initial quotation if this information is incorrect or insufficient.

The Company may ask for a deposit prior to start date of the cleaning service and amount must be paid according to the terms in the quotation given. The remaining balance must be paid by cash or cheque to the cleaning operative before the operative leaves the Client’s premises ot PayPal/ bank transfer. If no payment has been received at the time of completion of the cleaning service, the Client agrees to and authorizes the Company to charge his debit/credit card with the outstanding amount.
The Client agrees that paying the outstanding balance by debit/credit card will incur a 3% card processing charge.

The company reserves the right to claim cancellation fee on 50% or £50.00 whichever is greater or use Client’s credit or debit card details to claim the same amount for cancellation fee in event of a cancellation without 24hr notice or prevention from carrying out the booked service through no fault of the company/ cleaning staff.
The Client agrees to and authorises the Company to charge his debit/credit card with any outstanding amounts owed to the Company.
The Company reserves the right to charge interest on invoiced amounts unpaid for more than 30 days at the rate of 8% per annum above the Bank of England base rate from the due date until the date of actual payment.
If the Company 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.
If any bank charges occur due to a Client’s cheque being returned unpaid, they will be passed to the Client at a flat rate of £30.00 per cheque.
The Company reserves the right to cancel any contract and back charge additional for past services to reflect the balance of the standard rate(s) if any misleading or false information was used to obtain discounted services.

Special Offers

Special offers and discounts apply for all services except for minimum charges.
Special offers and discounts cannot be combined with other promotions or discounts.
Special offers and discounts usually apply for a specific period of time, days, time slots and areas.
Special offers hold their own T&C, so for more information we kindly advise to contact our office.

Refunds

No refund claims will be entertained once the cleaning service has been carried out. If Client decides that the cleaning service hasn’t been properly done, we kindly advise to contact our office before the cleaning visit is carried out.
Refund will be issued only if the Client has cancelled a cleaning visit within the allowed time (24 hours) prior to the start of the cleaning session and a payment has been already taken by the Company.
The Company will refund the Client if a cleaning operative does not attend a cleaning visit, payment for which has been already collected by the Company.

Missed Appointment & Cancellation

There is a 50% or £50.00 late cancellation/lock-out fee for cancelling or rescheduling a visit with less than 24 hour notice for non-contract Clients. The same fee applies if the cleaning operatives are unable to gain access to the Client’s home, through no fault of the Company or the Company’s employees are prevented from carrying out the booked services due to your failure to provide: 24 hours cancellation notice, access to your property or electricity/water, the same fee applies.
The contracted Client agrees 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 thus preventing the Company 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.
If the Client needs to change a cleaning day or time our Company will do its best reschedule the cleaning visit for another day. Please note that a minimum 24 notice is required. Please note that the Company cannot guarantee that the same operative will be available on the new day and at the time the Client requires, in view of the fact that any changes in the cleaning schedule are subject to availability.
For further Clients’ convenience the Company’s cleaning operatives work from Monday to Sunday including Public/ Bank Holidays. If the Client’s cleaning visit is due on a Bank Holiday and he hasn’t called, faxed or e-mailed the Company 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 charged regardless of whether the cleaning operative has cleaned the Client’s property or not.

Employment Referral Fee

The Client is liable for an employment referral fee of £500.00 per person, should he directly employ (either legally or on a cash basis) anyone currently employed/sub-contracted by the Company, or employed/sub-contracted by the Company within the 1 year period prior to such employment. The Client agrees to pay this fee whether he notifies the Company of his action or the Company discovers this employment independently at any time after it occurs. The Client further agrees to reimburse the Company for any and all collection or legal fees the Company incurs in collecting this fee.

Claims, Amends and Compensations for Damages

The Company’s public liability insurance will cover damages caused by a cleaning operative working on behalf of the Company up to £1,000,000.00. All claims are subject to an excess of £50.00. The insurance policy includes extra protection by adding Fidelity Risk cover of up to £10,000.00.
The Client agrees that due to the nature of the service the Company guarantees only to correct any problems reported within a reasonable time from the completion of the service. Failure to do so will entitle the Client to nothing.
The Company may require entry to the location of the claim within 24 hours to correct the problem.
The Client agrees to inspect the work immediately after its completion and to draw the operatives’ attention to any outstanding cleaning issues while they are still on site. The operatives will carry out any such additional work to the Client’s complete satisfaction.
If the Client or any third party instructed by the Client is not present at the time of completion of the service then no claims regarding any cleaning issues can be made.
If the Client instructs a third party to inspect the result from the cleaning then the Company must be notified before completion of the service.
In case of a third party inspecting or refusing to inspect the result from the cleaning then the Company cannot be held responsible for rectifying any outstanding cleaning issues not mentioned by the third party.
Any refunds or adjustments must be requested to the Company directly and subject to approval by the Company.
The Client waives his right to stop payment on his cheque or protest a credit/debit card charge unless the Company fails to make good on the guarantee shown in part 13.
While the Company operatives make every effort not to break items, accidents do happen. Identical replacement is always attempted but not guaranteed. For this specific reason, the Company requests all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and /or not cleaned by the cleaning operatives.
In case of damage, The Company will repair the item at its cost. If the item cannot be repaired the Company 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 cleaning services rendered.
The Company 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.
No claims shall be entertained if the Client has an outstanding balance aged more than 30 days.
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.
Key replacement/locksmith fees are paid only if keys are lost by our operatives. There is a £30 per location liability limit.

Complaints

If the Client is unpleased with a currently occurring service, the Company asks that the Client notifies it as soon as he notices anything that might be to his dislike by calling 020 7100 4547. Please do not wait until the service is ending.
If you Client is still not happy, we kindly advise the Client to send us a written complaint. All complaints must be received in writing by letter, fax or email.
All services shall be deemed to have been carried out to the Client’s satisfaction unless written notice is received by the Company with details of the complaint within a reasonable time from the completion of the service. All complaints must be received in writing by post, fax or email within a reasonable time after the completion of the service. The Company will fully investigate any complaint and attempt to resolve it to the satisfaction of the Client, or alternatively to a reasonable standard.
The Client agrees to allow the Company back to re-clean any disputed areas/items before making any attempts to clean those areas/items himself or arranging a third party to carry out cleaning or repair services with regards to the above. Failure to do so will void our Company Guarantee and we will consider the matter fully settled. If payment has not been received in full or has been stopped by the Client we will immediately refer the account for collection.
Please note that all claims must follow the steps written above, otherwise the Company will not investigate the claims and complaints.

Liability

The information in our website is checked frequently for mistakes and incorrect information. However, on occasions, errors may occur. Please note that Cleaning Experts will not be liable for any errors to service descriptions or prices. That is why we recommend contacting our office for more precise and accurate information.
The information in our website is checked frequently for mistakes and incorrect information. However, on occasions, errors may occur. Please note that Cleaning Experts will not be liable for any errors to service descriptions or prices. That is why we recommend contacting our office for more precise and accurate information.
The Company 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 Company operatives at the service address. The Company endeavours to be right on time on any visit but sometimes due to transport related and other problems which are beyond the Company’s control, the Company operative’s may arrive with a delay or the cleaning visit may be re-scheduled.
The Company 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 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;

– Third party entering or present at the Client’s premises during the cleaning process;

– Non satisfactory result from the service due to the Client or third party walking on wet floors or using appliances during or shortly after the cleaning process;

– The Company shall not be liable for any damages worth £50.00 or less.

– The Company shall not be liable for any odours arising during and/or after cleaning when this is due to factors such as, lack of ventilation, and/or appropriate heating.

– Any damages caused by faulty/not in full working order equipment or materials supplied by the Client;

– Any damages worth £50.00 or less.

The Company 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 Company 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.
We record all incoming and outgoing phone conversations for quality control, record keeping and back-referral for any inquiries or investigations.

Supplementary Terms

If the Client requests keys to be collected by the Company’s operatives from a third party’s address outside the postal code of the serviced address then a £10.00 charge will apply. The charge will cover only the pick- up of keys. If said keys need to be returned back to the third party’s address or any other address another charge of £10.00 will apply.
The Company, reserves the right to re-evaluate rates at any time should the Client’s initial list of tasks changes.
Our cleaners are happy to move furniture. Due to Health and Safety regulations one cleaner will attempt to move only furniture that requires no more than one person.
The Company reserves the right to amend the initial quotation, should the Client’s original requirements change. Differences in excess of 10% will be discussed with the Client prior to the start of the work.
If any estimates of how long it will take the cleaning operatives to complete the job are being provided those are only estimates based on the average time it takes to clean a home or an office of similar size to the Client’s, it being difficult to calculate precisely how long such tasks may take and that a degree of flexibility may be required. Please note that one off cleans may take longer to complete due to longer intervals between cleaning sessions, number and type of cleaning tasks required, when compared to the regular maintenance cleaning of the same property.
The Client understands that the price he has been quoted is not for a “package deal” and does not include anything apart from cleaning labour.
If possible, consistent with employees’ availability, the Company shall arrange an immediate replacement should an operative cannot attend a scheduled visit, and will inform the Client prior to the visit.
Please note that badly neglected homes may take up to three times longer than a well maintained home requiring general cleaning.
The cleaning operatives are not allowed to hand wash any items of clothing belonging to the Client. The Company advises that our operatives can only use a washing machine for such tasks.
All fragile and highly breakable items must be secured or removed.
Cleaning of Venetian blinds is optional at a cost of £30.00 per 4 regular windows.
The quotation excludes the clearing of debris created by tradesman or building work unless otherwise stated.
The Client shall ensure that all valuables are stored away when work is carried out and that the property is supervised by the Client or his representative at all times during the course of the work. The Company shall not be responsible for the Clients failure to comply with this obligation.
The provisions of this contract are not intended to confer any benefit upon Third parties and the provisions of the Contracts (Rights of Third Parties) Act 1999, are hereby expressly excluded from this agreement.
The Company advises the Client to avoid supplying bleach or bleach containing products (except for cleaning bathrooms and toilets) to the cleaning operatives. The Company shall not be liable under any circumstances for any damages to Client’s property caused by bleach/bleach containing products.
The Company reserves the right to make any changes to any part of these Terms and Conditions without giving any prior notice. The Company may add to or alter these Terms and Conditions from time to time and any alterations or additions will apply to new business but not to existing contracts. Please refer to your copy of these Terms and Conditions.

Our Guarantee

The Company has built its business and reputation by providing its clients with the best possible cleaning service available. Still, the Company realises, that because its operatives are human beings, they sometimes make mistakes. For this reason, the Company offers you a guarantee. If the Client is not satisfied with the Company’s service for any reason, the Company’s operatives will come back to the Client’s home and re-clean to his complete satisfaction.
Our guarantee is subject to a complaints notice within a reasonable time after the completion of the service.

Insurance

The Company shall insure all work it undertakes. The Company’s public liability insurance covers damages caused by a cleaning operative working on behalf of the Company and includes Treatment Risk and Fidelity Risk covers as standard. All claims are subject to an excess of £50.00.

Law

These Terms are governed by the laws of England and Wales, and are subject to the exclusive jurisdiction of the Courts of England, and Wales.

Window Cleaning

Contract

Our Terms and Conditions represent a contract between Cleaning Experts and the Client.
Both parties shall ensure that their respective responsibilities under this agreement are undertaken in compliance with all statutory regulations and codes of conduct.
The Client agrees that any use of the Company’s services, including placing an order for services by telephone, fax, email, website forms shall constitute the Client’s acceptance of these Terms and Conditions.
Unless otherwise agreed in writing by a director of the Company, these Terms and Conditions shall prevail over any other terms of business or purchase conditions put forward by the Client.
There will be no alterations or variations of Cleaning Experts’ T&C which shall be valid unless approved in writing by a director of the Company.

Pricing, Details & Equipment

The window cleaning procedures are charged per job, not hour. For more details please check our “Prices” page. Window cleaning is charged per window taking into account the size of the windows.
Please note that we require good access to the windows, otherwise the window cleaning procedure cannot take place
Cleaning Experts provides all cleaning materials and equipment necessary for the cleaning procedures.
The company uses national average window sizes when calculating quotations over the phone.
The initial quotation may change should the clients change their requirements. Our quotation is based on the information you have provided at the time of the booking. We reserve the right to amend the initial quotation if this information is incorrect or insufficient. Please note that neglected properties may require extra time, efforts and materials and therefore the price may increase. You will be quoted the updated price prior to the work commencing.
All quotations are given by the Company following a request by the Client and shall remain open to acceptance for a period of 30 days from their date.
The Company will take all reasonable care to clean the windows without inconvenience to the customer
A deposit of £20 is required, paid by debit/credit card/ PayPal/ bank transfer so that the cleaning procedure takes place.
In case no payment is received at the time of the completion of the cleaning procedure, Cleaning Experts reserves the right to charge the client’s debit/credit card or demand the amount to be sent via PayPal/ bank transfer at the price rate agreed in the contract.
A cancellation is valid in case a written notice is provided no less than 24 hours before the scheduled appointment.
A cancellation fee of £50 or 50% (whichever is greater) of the price is in force in case the written notice is received less than 24 hours of the scheduled appointment.
The client has to pay the full price of the cleaning procedure in case the cleaning teams arrive at the address but have no access to the property to be cleaned; Cleaning Experts receives a notice of cancellation within less than 2 hours of the appointment.
In case the client is not satisfied with the result of the end of tenancy cleaning procedure, he/she should give us a written notice within 24 hours of the completion of the cleaning procedure. In this case we offer to repeat the cleaning procedures free of charge.
No claims will be considered valid in case they are received later than the reasonable time from completion of the cleaning procedure.
The client agrees to inspect the cleaning work upon completion and make a list of any additional requirements.
Please note that garbage disposal is charged extra.
Client must cover Congestion Charge and parking fees (if applicable). If there is no free or paid parking at client’s address, client will have to provide a Temporary/Visitor’s Parking Permit for our vehicle. For more information on Temporary/Visitor’s Parking Permits please contact your local authority. Client is responsible for arranging FREE AVAILABLE PARKING within 50 metres of the property!!! If no free parking is available, the client has to arrange paid parking space and cover the parking fees. If no parking (free or paid) is available we will not be able to carry out the job.
Please note that if you’d like your carpets to be treated with Stain Protector (Scotchguard) it will cost extra.

Booking a cleaning service

In order to complete the booking, client must accept and respond to the confirmation email ASAP.
The acceptance of the confirmation email will provide and prove a full acceptance of the written content on the confirmation email and commitment to be bound by Cleaning Experts’ Terms and Conditions.
Service appointments may be booked from 30 minutes to 2 hours slot. Our team/ cleaning technician may arrive at any time within the given time slot. Punctuality is an important factor to us, but sometimes it may be necessary to re-schedule or move the appointment due to factors beyond our control. In such case we will send you another confirmation email to re-schedule the appointment as soon as possible and convenient time.
Services may endure from 1 hour to 4 hours and more, depending on the complexity of the required work and service.

Payment specifications & methods

Payment is due prior to service commencement in the form of:

– Bank transfer payment

– Card payment(UK only)

We reserve the right to cancel services without notice due to declined credit card transactions or non-cleared funds.

– PayPal payment (online transfer)

– Standing order payment

– Cash payment

– Cheque Payment (please make sure the cheque is made payable to Thracian Ltd)

Upon the act of arranging a booking for any type of service, you confirm that you have read and agreed with the company Payment terms and conditions, as well as the general Terms and conditions.

Once Client accepts and agrees our Terms and Conditions along with the sent confirmation letter, he agrees to pay according to the amount specified in the conditions of the written quote. The quotation is based on the information Client has provided at the time of the booking. The Company reserves the right to amend the initial quotation if this information is incorrect or insufficient.

The Company may ask for a deposit prior to start date of the cleaning service and amount must be paid according to the terms in the quotation given. The remaining balance must be paid by cash or cheque to the cleaning operative before the operative leaves the Client’s premises ot PayPal/ bank transfer. If no payment has been received at the time of completion of the cleaning service, the Client agrees to and authorizes the Company to charge his debit/credit card with the outstanding amount.
The Client agrees that paying the outstanding balance by debit/credit card will incur a 3% card processing charge.

The company reserves the right to claim cancellation fee on 50% or £50.00 whichever is greater or use Client’s credit or debit card details to claim the same amount for cancellation fee in event of a cancellation without 24hr notice or prevention from carrying out the booked service through no fault of the company/ cleaning staff.
The Client agrees to and authorises the Company to charge his debit/credit card with any outstanding amounts owed to the Company.
The Company reserves the right to charge interest on invoiced amounts unpaid for more than 30 days at the rate of 8% per annum above the Bank of England base rate from the due date until the date of actual payment.
If the Company 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.
If any bank charges occur due to a Client’s cheque being returned unpaid, they will be passed to the Client at a flat rate of £30.00 per cheque.
The Company reserves the right to cancel any contract and back charge additional for past services to reflect the balance of the standard rate(s) if any misleading or false information was used to obtain discounted services.

Special Offers

Special offers and discounts apply for all services except for minimum charges.
Special offers and discounts cannot be combined with other promotions or discounts.
Special offers and discounts usually apply for a specific period of time, days, time slots and areas.
Special offers hold their own T&C, so for more information we kindly advise to contact our office.

Refunds

No refund claims will be entertained once the cleaning service has been carried out. If Client decides that the cleaning service hasn’t been properly done, we kindly advise to contact our office before the cleaning visit is carried out.
Refund will be issued only if the Client has cancelled a cleaning visit within the allowed time (24 hours) prior to the start of the cleaning session and a payment has been already taken by the Company.
The Company will refund the Client if a cleaning operative does not attend a cleaning visit, payment for which has been already collected by the Company.

Missed Appointments & Cancellation

There is a 50% or £50.00 late cancellation/lock-out fee for cancelling or rescheduling a visit with less than 24 hour notice for non-contract Clients. The same fee applies if the cleaning operatives are unable to gain access to the Client’s home, through no fault of the Company or the Company’s employees are prevented from carrying out the booked services due to your failure to provide: 24 hours cancellation notice, access to your property or electricity/water, the same fee applies.
The contracted Client agrees 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 thus preventing the Company 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.
If the Client needs to change a cleaning day or time our Company will do its best reschedule the cleaning visit for another day. Please note that a minimum 24 notice is required. Please note that the Company cannot guarantee that the same operative will be available on the new day and at the time the Client requires, in view of the fact that any changes in the cleaning schedule are subject to availability.
For further Clients’ convenience the Company’s cleaning operatives work from Monday to Sunday including Public/ Bank Holidays. If the Client’s cleaning visit is due on a Bank Holiday and he hasn’t called, faxed or e-mailed the Company 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 charged regardless of whether the cleaning operative has cleaned the Client’s property or not.

Employment Referral Fee

The Client is liable for an employment referral fee of £500.00 per person, should he directly employ (either legally or on a cash basis) anyone currently employed/sub-contracted by the Company, or employed/sub-contracted by the Company within the 1 year period prior to such employment. The Client agrees to pay this fee whether he notifies the Company of his action or the Company discovers this employment independently at any time after it occurs. The Client further agrees to reimburse the Company for any and all collection or legal fees the Company incurs in collecting this fee.

Claims, Amends and Compensations for Damages

The Client agrees that due to the nature of the service the Company guarantees only to correct any problems reported within a reasonable time from the completion of the service. Failure to do so will entitle the Client to nothing.
The Company may require entry to the location of the claim within 24 hours to correct the problem.
The Client agrees to inspect the work immediately after its completion and to draw the operatives’ attention to any outstanding cleaning issues while they are still on site. The operatives will carry out any such additional work to the Client’s complete satisfaction.
If the Client or any third party instructed by the Client is not present at the time of completion of the service then no claims regarding any cleaning issues can be made.
If the Client instructs a third party to inspect the result from the cleaning then the Company must be notified before completion of the service.
In case of a third party inspecting or refusing to inspect the result from the cleaning then the Company cannot be held responsible for rectifying any outstanding cleaning issues not mentioned by the third party.
Any refunds or adjustments must be requested to the Company directly and subject to approval by the Company.
The Client waives his right to stop payment on his cheque or protest a credit/debit card charge unless the Company fails to make good on the guarantee shown in part 13.
While the Company operatives make every effort not to break items, accidents do happen. Identical replacement is always attempted but not guaranteed. For this specific reason, the Company requests all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and /or not cleaned by the cleaning operatives.
In case of damage, The Company will repair the item at its cost. If the item cannot be repaired the Company 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 cleaning services rendered.
The Company 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.
No claims shall be entertained if the Client has an outstanding balance aged more than 30 days.
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.
Key replacement/locksmith fees are paid only if keys are lost by our operatives. There is a £30 per location liability limit.

Complaints

If the Client is unpleased with a currently occurring service, the Company asks that the Client notifies it as soon as he notices anything that might be to his dislike by calling 020 7100 4547. Please do not wait until the service is ending.
We request that complaints or feedback be provided in writing (by letter or email) within reasonable time of service completion, to ensure that the details are received in a clear and complete manner.
All services shall be deemed to have been carried out to the Client’s satisfaction unless a written notice detailing the complaint is received by the Company within reasonable time of service completion. The Company will fully investigate any complaint and attempt to resolve it to the satisfaction of the Client, or alternatively to a reasonable standard.
The Client agrees to allow the Company back to re-clean any disputed areas/items or repair damaged items, before making any attempts to clean those areas/items himself or arranging a third party to carry out cleaning or repair services with regards to the above. Failure to do so will void our Company Guarantee and we will consider the matter fully settled. If payment has not been received in full or has been stopped by the Client we will immediately refer the account for collection.

Liability

The information in our website is checked frequently for mistakes and incorrect information. However, on occasions, errors may occur. Please note that Cleaning Experts will not be liable for any errors to service descriptions or prices. That is why we recommend contacting our office for more precise and accurate information.
The Company 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 Company operatives at the service address. The Company endeavours to be right on time on any visit but sometimes due to transport related and other problems which are beyond the Company’s control, the Company operative’s may arrive with a delay or the cleaning visit may be re-scheduled.
The Company 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 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;

– Third party entering or present at the Client’s premises during the cleaning process;

– Non satisfactory result from the service due to the Client or third party walking on wet floors or using appliances during or shortly after the cleaning process;

– The Company shall not be liable for any damages worth £50.00 or less.

– The Company shall not be liable for any odours arising during and/or after cleaning when this is due to factors such as, lack of ventilation, and/or appropriate heating.

– Any damages caused by faulty/not in full working order equipment or materials supplied by the Client;

– Any damages worth £50.00 or less.

The Company 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 Company 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.
We record all incoming and outgoing phone conversations for quality control, record keeping and back-referral for any inquiries or investigations.

Supplementary Terms

If the Client requests keys to be collected by the Company’s operatives from a third party’s address outside the postal code of the serviced address then a £10.00 charge will apply. The charge will cover only the pick- up of keys. If said keys need to be returned back to the third party’s address or any other address another charge of £10.00 will apply.
The Company, reserves the right to re-evaluate rates at any time should the Client’s initial list of tasks changes.
Our cleaners are happy to move furniture. Due to Health and Safety regulations one cleaner will attempt to move only furniture that requires no more than one person.
The Company reserves the right to amend the initial quotation, should the Client’s original requirements change. Differences in excess of 10% will be discussed with the Client prior to the start of the work.
If any estimates of how long it will take the cleaning operatives to complete the job are being provided those are only estimates based on the average time it takes to clean a home or an office of similar size to the Client’s, it being difficult to calculate precisely how long such tasks may take and that a degree of flexibility may be required. Please note that one off cleans may take longer to complete due to longer intervals between cleaning sessions, number and type of cleaning tasks required, when compared to the regular maintenance cleaning of the same property.
The Client understands that the price he has been quoted is not for a “package deal” and does not include anything apart from cleaning labour.
If possible, consistent with employees’ availability, the Company shall arrange an immediate replacement should an operative cannot attend a scheduled visit, and will inform the Client prior to the visit.
Please note that badly neglected homes may take up to three times longer than a well maintained home requiring general cleaning.
The cleaning operatives are not allowed to hand wash any items of clothing belonging to the Client. The Company advises that our operatives can only use a washing machine for such tasks.
All fragile and highly breakable items must be secured or removed.
Cleaning of Venetian blinds is optional at a cost of £30.00 per 4 regular windows.
The quotation excludes the clearing of debris created by tradesman or building work unless otherwise stated.
The Client shall ensure that all valuables are stored away when work is carried out and that the property is supervised by the Client or his representative at all times during the course of the work. The Company shall not be responsible for the Clients failure to comply with this obligation.
The provisions of this contract are not intended to confer any benefit upon Third parties and the provisions of the Contracts (Rights of Third Parties) Act 1999, are hereby expressly excluded from this agreement.
The Company advises the Client to avoid supplying bleach or bleach containing products (except for cleaning bathrooms and toilets) to the cleaning operatives. The Company shall not be liable under any circumstances for any damages to Client’s property caused by bleach/bleach containing products.
The Company reserves the right to make any changes to any part of these Terms and Conditions without giving any prior notice. The Company may add to or alter these Terms and Conditions from time to time and any alterations or additions will apply to new business but not to existing contracts. Please refer to your copy of these Terms and Conditions.

Our Guarantee

The Company has built its business and reputation by providing its clients with the best possible cleaning service available. Still, the Company realises, that because its operatives are human beings, they sometimes make mistakes. For this reason, the Company offers you a guarantee. If the Client is not satisfied with the Company’s service for any reason, the Company’s operatives will come back to the Client’s home and re-clean to his complete satisfaction.
Our guarantee is subject to a complaints notice no later than the reasonable time after completion of the service.

Insurance

The Company shall insure all work it undertakes. The Company’s public liability insurance covers damages caused by a cleaning operative working on behalf of the Company and includes Treatment Risk and Fidelity Risk covers as standard. All claims are subject to an excess of £50.00.

Law

These Terms are governed by the laws of England and Wales, and are subject to the exclusive jurisdiction of the Courts of England, and Wales.