terms & conditions
Terms and Conditions
1. APPLICATIONS
All Bookings for your cleaning services are made on these Terms and Conditions only to the exclusion of any other terms and conditions, whether written or oral. No alteration to the Terms and Conditions is valid unless contained in a letter signed on behalf of the company by an authorized signatory.
2. PRICING & PAYMENT TERMS
2a. Price Changes/VAT
All prices are subject to change and inclusive of VAT. Existing customers will be given 14 days notice of any price changes.
2b. Payment method
Housework Regular Clean and Housework One-Off Clean may pay by cheque, cash, or direct into our bank account.
2c. Payment timing
Payment must be made to your cleaning on completion of the service
3. CANCELLATION /NON DELIVERY OF SERVICES
3a. Customer Cancellation/Non Attendance
Housework Regular Clean Cancellation. Housework Regular Cleaning prices are set lower than One Off Cleaning prices on the basis that at least four cleans will be provided. If the service is canceled before four cleans have taken place, those cleans which have taken place will be charged at the full Housework One Off Cleaning rate. After 4 cleans have taken place, cancellations of further cleans will be charged at 100% where less than 24 hours notice is given, and 50% where between 24 and 48 hours notice is given.
Housework One-Off Clean Cancellation. For cancellations within 24hours, 100% fee will be charged. For cancellations between 24 hours and 48 hours notice, 50% will be charged. If your cleaning is unable to gain access to the property, as a result of customer failure to make reasonable arrangements for access, your cleaning will charge the full cancellation fee.
3b. your cleaning Cancellation/Non Attendance
your cleaning will not be liable for any delay to or cancellation of the services caused by circumstances beyond our control (including but not limited to fire, flood, strike, exceptional traffic circumstances, lack of adequate power or breakage or failure of machinery or apparatus). In such circumstances your cleaning will use its best endeavors to arrange an alternative time suitable to both parties for the performance of its services. Where your cleaning fails to carry out an agreed service due to circumstances within our control, our liability shall be limited to providing the agreed service at no additional charge at a mutually convenient alternative time and in no event shall your cleaning be liable for any other losses including loss of profit or consequential loss.
3c. Consumer Protection (Distance Selling) Regulations 2000
Where a booking constitutes a distance contract pursuant to the Consumer Protection (Distance Selling) Regulations 2000, you will have the right to cancel the contract within 7 days of the formation of the contract, but you will not have the right to cancel the contract where the performance of the Housework has commenced.
4. WORKING CONDITIONS
4a. Health & Safety
In order to protect our employees, they are instructed not to enter an environment they consider to be unsafe, dangerous to health, or inoperable for any reason, but are instructed to withdraw from the premises and to report the problem. In this event the customer will be charged 100% of the cost of the Booking. If the Housework is rescheduled (after the environment has been rendered safe), the customer will be charged a fee equivalent to 50% of the cost of the original Booking.
4b. Equal Opportunities
your cleaning (Cleardene Ltd) is an Equal Opportunities Employer. We recruit our employees on the basis of their ability to do the job and aim to ensure that all employees are treated equally regardless of ethnic origin, religion, sex, age, marital status, nationality, sexual orientation or disability.
5. USE OF CUSTOMERS’ EQUIPMENT
Our staff are strictly instructed not to use any of your personal equipment while in your home. You agree to permit staff members to use the telephone ONLY to call the Customer Service team on a local number if necessary.
6. LIABILITY
6a. Key holding
your cleaning undertakes to provide absolute security for your keys at all times. In the unlikely event of any keys being lost by your cleaning, we will make appropriate arrangements as soon as reasonably possible. your cleaning shall not be liable for any loss or damage as a result of a delay caused by you.
6b. Liability for death or personal injury
Nothing in this contract shall limit or exclude your cleaning liability for death or personal injury caused by negligence.
7. COMPLAINTS
In the event of you being dissatisfied with the service you have received from your cleaning, you should contact the your cleaning Customer Service team within 4 days. your cleaning will endeavor to ensure that all your concerns and complaints are resolved quickly and amicably with our Customer Service team.
8. COMPENSATION
8a. Housework
Damage to/ Loss of Property. In the event of damage or loss as a result of negligence, the liability of your cleaning shall be limited (at your cleaning discretion) to repair or the replacement cost of the item, taking into account its age and condition. your cleaning shall not in any event be liable for any loss of profit or consequential loss.
8b. Claiming Compensation
Any claim for compensation must be notified to the Customer Service team as soon as possible and in any event within 4 days of the damage occurring.
9. USE OF CUSTOMER INFORMATION
The information you give will be held and used by your cleaning to perform the business for which we are registered. This may include sending you details of your Cleaning offers and services that may be of interest to you.
your cleaning Head Office:
56 Dene Street, Surrey, RH4 2DP
Customer Services: 0845 862 1411
‘your cleaning’ is one division of ‘Cleardene ltd’
Cleardene Ltd is a company registered in England & Wales, registered office: 145 – 157 St John St, EC1V 4PY, London. Company no: 6041780, Vat no: 899094454