Terms and Conditions

REGULAR DOMESTIC AND COMMERCIAL CLEANING SERVICES

 

1. Definitions

1.1. In these Terms of Business the following definitions apply:

“The Company”, “We”, “Us” - means Versailles Cleaning Ltd of 66 Hartland Road, London, E15 4AH

“Cleaner” - means the person or firm carrying out cleaning services on behalf of the Company.

“Client” - means the person, firm or corporate body together with any subsidiary or associated company as defined by the Companies Act 1985 to whom the cleaning services are supplied by the Company.

“Service” - means the cleaning services carried out on behalf of the Company.

“Cleaning Visit” - means the visit to the Client’s service address by the Cleaner in order to carry out the Service.

1.2. Unless the context requires otherwise, reference to the singular include the plural and references to the masculine include the feminine and vice versa.

1.3. The Headings contained in these Terms are for convenience only and do not affect their interpretation.

 

2. Contract

2.1 These Terms and Conditions represent a contract between Versailles Cleaning Ltd and the Client.

2.2 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.

2.3 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.

2.4 No variation or alteration of these Terms and Conditions shall be valid unless approved in writing by a director of the Company.

 

3. Services

3.1. The Agency carries out quality checks of the cleaners' performance to uphold an acceptable standard, when requested by the Client, or scheduled by the Agency on behalf of the Client.

3.2. The Cleaner/s cannot be held responsible for incomplete cleaning services due to the lack of suitable cleaning materials and/or equipment in full working order, as well as no power or hot water in the property.

3.3.  If the service contracted includes cleaning products and equipment provided by the Agency, the scope of the above is identified and limited to the List of Provided Cleaning Products and Equipment.

 

4. Cost

4.1. Clients are charged in accordance with the company’s price list and the type and the size of their property. There is a minimum of 2 hours per cleaning visit.

 

5. Equipment

5.1. 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.

5.2. If the Client has equipment that is complicated to operate, the Client must provide clear and detailed instructions to the Cleaner.

5.3. If the Client does not have cleaning materials or value on utility and laundry cards, and Client has to ask the Company/company operative to purchase said items on their behalf.

5.4. If the Client requires use of our equipment and cleaning materials there will be a one off charge.

5.5. If collection of keys is required from a location outside the postal code area of the cleaning scheduled, £15 charge will apply.

5.6. 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.

 

6. Payment

6.1 Payment for regular cleaning services is due upon the receipt of the monthly invoice at the end of each calendar month. Standard payment term is 5 working days from the receipt of the invoice. We reserve the right to cancel services without notice due to declined debit/ credit card transactions or non-cleared funds for more than 1 month.

6.2 One-off cleaning service requires a 30% deposit payable to the Company by debit/credit card in advance. The remaining balance must be paid by cash or bank transfer to the cleaning operative or the company before the operative leaves the Client’s premises. 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.

6.3 The Client agrees to and understands that paying the outstanding balance by debit/credit card will incur a 3% card processing charge.

6.4 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.

6.5 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.

6.6 Any bank charges incurred due to a Client’s cheque being returned unpaid will be passed to the Client at a flat rate of £30.00 per cheque.

6.7 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.

6.8 The Client agrees to and authorises the Company to charge his debit/credit card with any outstanding amounts owed to the Company

6.9. The rates of payment by the Company shall be as agreed between the Company and the Client, or his representative. The Client shall make no reduction or retention from the sum due under any invoice.

 

7. Refunds

7.1. No refund claims will be entertained once the cleaning service has been carried out.

7.2. 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.

7.3. Refund will be issued if a cleaning operative does not attend a cleaning visit, payment for which has been already collected by the Company.

 

8. Cancellation

8.1. There is a £30.00 late cancellation/lock-out fee for cancelling or rescheduling a visit with less than 24 hour notice. The same fee applies if the cleaning operatives are unable to gain access to the Client’s home, through no fault of the Company.

8.2. 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.

8.3. If the Client needs to change a cleaning day or time the Company will do its best to accommodate him. 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. Any changes in the cleaning schedule are subject to availability.

8.4. The Company’s cleaning operatives work on any day of the week including Bank Holidays. If the Client’s cleaning visit is due on a Bank Holiday and he hasn't called 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.

 

9. Termination Of Contract

9.1. The Client may terminate the cleaning contract by giving 30 days prior notice. The Client agrees to have at least 2 cleaning visits carried out during the 30 days notice period.

9.2. The Client agrees to pay a cancellation fee of £30.00 if: 1) No notice is given; 2) The Client provides a termination notice and requires less than 2 cleaning visits.

9.3. Upon conclusion of the agreement a statement will be provided with final charges due, if any adjustments are to be applied. Final payment and adjustments are required to be received within 7 days of the date of contract termination or within 7 days of the last visit, whichever occurs first before the contract can be terminated.

 

10. Claims

10.1. The Company’s public liability insurance will cover damages caused by a cleaning operative working on behalf of the Company up to £2,000,000 and Employers’ liability insurance will cover damages and accidents up to £10,000,000.

10.2. The Client agrees that due to the nature of the service the Company guarantees only to correct any problems reported within 24 hours. If a problem occurs on a Saturday it must be reported by Monday 12:00 in order to be accepted as a valid claim. 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. Any refunds or adjustments must be requested to the Company directly and subject to approval by the Company.

10.3. 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.

10.4. 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 or a special detergent is provided for their cleaning.

10.5. No claims shall be entertained if the Client has an outstanding balance aged more than 30 days.

10.6. 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.

10.7. Key replacement/locksmith fees are paid only if keys are lost by our operatives.

 

11. Complaints

11.1. All complaints must be received in writing by letter or email.

11.2. 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 0208 22 111 22. Please do not wait until the service is ending.

 

12. Liability

12.1. 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’s operatives may arrive with a delay or the cleaning visit may be re-scheduled.

 

12.2. 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 : 1. A cleaning job not complete due to the lack of suitable/enough cleaning materials, lack of hot water or electricity, or equipment not in full working order; 2. Third party entering or present at the Client’s premises during the cleaning process; 3. An existing damage to Clients property in the form of old stains/burns/spillages etc. which cannot be cleaned/removed completely by the cleaning operative using the Client’s cleaning equipment and materials and in accordance with the industry standard cleaning methods as described in the Company’s method statements; 4. Any damages caused by faulty/not in full working order equipment or materials supplied by the Client.

12.3. 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.

12.4. No claims will be considered if the contracting fees have not been paid by the Client in accordance with the terms and conditions of this Agreement.

 

13. Supplementary Terms

13.1. 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.

13.2. The Company, reserves the right to re evaluate rates at any time should the Client’s initial list of tasks changes.

13.3. 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.

13.4. 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.

13.5. The Client understands that the price they have been quoted is not for a "package deal" and does not include anything apart from cleaning labour.

13.6. The Company shall arrange an immediate replacement should an operative cannot attend a scheduled visit, and will inform the Client prior to the visit

13.7. The company shall not be liable for any damages, caused during washing.

13.8. All fragile and highly breakable items must be secured or removed.

13.9. The cleaning operatives are not allowed to use and work with bleach or bleach containing products. The Company advises the Client to avoid supplying such products 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.

13.10. Damage claims will only be accepted by the cleaner if reported immediately after the visit in question or no later than 24 hours after that. No claims, made at a later stage, will be accepted by the cleaner. Upon termination of contract damage claims are only accepted for the last visit and only if they are made immediately after the visit and before the cleaner leaves the property.

13.11. Wear or discoloration of fabric becoming more visible once dirt has been removed is not a subject to insurance claim.

13.12. 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 be distributed to all existing and new clients. Please refer to your copy of these Terms and Conditions.

 

14. Our Guarantee

14.1 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 cleaning standard of certain areas after the cleaning, the Company’s operatives will come back to the Client’s home and re-clean those areas free of charge.

 

15. Law

15.1 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

 

1. Supplementary Terms

1.1. End of Tenancy Cleaning is charged per job taking into account the current condition, number of rooms, bathrooms, WCs, shower rooms and en-suites.

1.2 The quoted price does not include extras like: carpet and upholstery steam cleaning, stripping and polishing floors, washing up dishes, taking more than 5 items out of cupboards and then putting them back in, dusting books, cleaning walls/ceilings, cleaning balconies/terraces, cleaning patios/gardens/. Those extra services are priced separately.

1.3. The quotation excludes the clearing of debris created by tradesman or building work unless otherwise stated.

1.4. The company uses national average room sizes when calculating quotations over the phone.

1.5. If any estimates of how long it will take the cleaning operatives to do the job required are being provided that is only an estimate based on the average time it takes to clean a home of similar size to the Client's, it being difficult to estimate precisely how long such tasks may take and that a degree of flexibility may be required.

1.6. The Company reserves the right to amend the initial quotation, should the Client's original requirements change.

1.7. Differences in excess of 10% will be discussed with the Client prior to the start of the work. In such cases the Client will have to pay £40.00 cancellation fee if he does not accept the updated price.

1.8. 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.

1.9. Cleaning of venetian blinds is optional at a cost of £30.00 per 4 regular windows.

1.10. The Company shall arrange an immediate replacement should an operative cannot attend a scheduled visit, and will inform the Client prior to the visit.

1.11. All fragile and highly breakable items as well as valuables  must be secured or removed.

 

2. Equipment

2.1. The Company shall provide all cleaning supplies and cleaning equipment necessary to carry out the service.

2.2. The Client must provide running water, electricity and sufficient light at the premises where the service takes place.

 

3. Payment

3.1. Our cleaning service requires a 30% deposit payable to the Company by debit/credit card at the time of the booking.

3.2. Unless otherwise agreed in writing by the company the account is rendered for immediate payment on the completion of the work. The Client must make payment either by cash, cheque or credit/debit card before the cleaner leaves the Client’s premises.

3.3. 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.

3.4. The Client agrees to and understands that paying the outstanding balance by debit/credit card will incur a 3% card processing charge.

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

3.6. 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 under the Late Payments Act.

3.7. The Company reserves the right to charge £40.00 administrative fee, in addition to the balance due, for any account we must refer for collection.

3.8. The Client agrees to and authorises the Company to charge his debit/credit card he has provided to the Company with any outstanding amounts owed to the Company.

3.9. Where such alternative arrangements have been made the Client must make payment within 14 days of the invoice date.

 

4. Insurance

4.1. 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.

 

5. Law

5.1. 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

 

AFTER BUILDERS CLEANING

1. Supplementary Terms

1.1.After Builders Cleaning is charged per job taking into account the current condition, number of rooms, bathrooms, WCs, shower rooms and en-suites. Please note that we do not charge per hour per cleaner and the number of operatives attending your property may vary. The number of operatives in a team cannot affect the initially quoted price.

1.2 The quoted price does not include extras like: carpet and upholstery steam cleaning, stripping and polishing floors, washing up dishes, taking more than 5 items out of cupboards and then putting them back in, dusting books, cleaning walls/ceilings, cleaning balconies/terraces, cleaning patios/gardens/. Those extra services are priced separately.

1.3. The company uses national average room sizes when calculating quotations over the phone.

1.4. The Company reserves the right to amend the initial quotation, should the Client's original requirements change.

1.5. . If any estimates of how long it will take the cleaning operatives to do the job required are being provided that is only an estimate based on the average time it takes to clean a home of similar size to the Client's, it being difficult to estimate precisely how long such tasks may take and that a degree of flexibility may be required.

1.6. Differences in excess of 10% will be discussed with the Client prior to the start of the work. In such cases the Client will have to pay £40.00 cancellation fee if he does not accept the updated price.

 

2. Equipment

2.1. The Company shall provide all cleaning supplies and cleaning equipment necessary to carry out the service.

2.2. The Client must provide running water, electricity and sufficient light at the premises where the service takes place.

 

3. Payment

3.1. Our cleaning service requires a 30% deposit payable to the Company by debit/credit card at the time of the booking.

3.2. Unless otherwise agreed in writing by the company the account is rendered for immediate payment on the completion of the work. The Client must make payment either by cash, cheque or credit/debit card before the cleaner leaves the Client’s premises.

3.3 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.

3.4. The Client agrees to and understands that paying the outstanding balance by debit/credit card will incur a 3% card processing charge.

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

3.6. 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 under the Late Payments Act.

3.7. The Client agrees to and authorises the Company to charge his debit/credit card he has provided to the Company with any outstanding amounts owed to the Company.

3.8. The rates of payment by the Company shall be as agreed between the Company and the Client, or his representative. The Client shall make no reduction or retention from the sum due under any invoice.

 

5. Liability

5.1. 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:

5.2. 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;

5.3.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;

 

6. Insurance

6.1. 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.

 

7. Law

7.1 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