Terms & Conditions

Cleaner London LTD reserves the right to make any changes to any part of these terms and conditions without giving any prior notice.

By ordering Cleaner London LTD service by telephone, e-mail, fax or it’s website the Client agrees to be bound by Cleaner London LTD terms and conditions.

Carpet / upholstery cleaning services

1. All carpet/upholstery cleaning orders are subject to £50.00 minimum call out charge.
2. Cleaner London reserves the right to amend the initial quotation should the Client’s original requirements change.
3. Differences in excess of 10% will be discussed with the Client prior to the start of the work.
4. If Cleaner London personnel need to collect keys from a third party’s address outside the postal code of the premises where work is to be carried out then a £10.00 charge will be added to the price of the service.
5. If the Client has a dog, cat or other hairy animal hair slowing down the cleaning process additional 30% extra charge will be added to the service price.
6. If water extraction is required due to flooding 30% extra charge will be added to the service price.
7. Any charges like Central London congestion charge and parking will be added to the Client’s invoice unless different agreement was made.
8. If the Client premises are above the third floor of a building with no lift additional charge of £10 will apply.
9. Cleaner London reserves the right not to continue with the job if on inspection, it is found that the material to be cleaned or treated is not suitable for cleaning or treatment. Cleaner London also will not continue with the job if for example water or power is not available or if there is interference in the work from theClient or any other person, if the carpet is the wrong type of carpet for example sea grass when the client has booked steam cleaning the full amount of booked services is payable.

Payments

1. Payment is requested on completion on the day of the cleaning session.
2. Payments are taken by credit or debit card only.
3. Payment can be made with debit or credit card over the phone (This needs to be made in advance). Cleaner London will not share the Client’s card details with a third party.
4. The Client’s agrees and authorises Cleaner London Ltd to charge any outstanding amount owed to Cleaner London with regards to the cleaning services provided plus parking and congestion charges fees (if any) and up to the total amount of the booked services to the debit/credit card the Client’s has provided.
5. Client understands that any ‘late payments’ may be subject to additional charges.
6. If payment is not made after 30 days of invoice then the account will be passed to a collections agency, after which a charge of 20% on top of the initial invoice due, will be added to the debt. You agree as part of this contract to pay this sum which represents our reasonable costs in collecting the unpaid amounts.
7. All payments must be maid in Great Britain Pounds.

Complaints and claims

1. Client accepts and understands that poor service, breakage/damage or theft must be reported within 24 hours from the service date. Failure to do so will entitle customer to no refunds or recovery cleanings.
2. Cleaner London requires the presence of the Client or his/hers representative in the beginning and at the end of the cleaning session so an inspection can be carried out and if any corrections are needed, should be made on the same day. If a Client is not completely satisfied with the cleaning services, Cleaner London will re-clean any areas and item/s before the completion of the service on the same day.
   If the Client has scheduled an inventory check then it must be scheduled to commence no later than 24 hours after the cleaning job has been done.
3. Cleaner London may take up to 5 working days to respond to a complaint.
4. Cleaner London will not accept a complaint based on an Inventory check report, filed more than 24-hour after the cleaning session.
5. Complaints are accepted in writing (letter, e mail or Fax). Complaints must be reported on completion or in the following 24-hour.
6. All fragile and highly breakable items must be secured or removed. Items excluded from liability are: cash, jewellery, items of sentimental value, art and antiques.
7. Key replacement/locksmith fees are paid only if keys are lost by our operatives. There is a £30 per household liability limit.
8. Client should appreciate that carpets often will not have a consistent appearance after cleaning by reason of differences in wear and tear. Sunlight will sometimes cause fading in areas of the carpet and cleaning can not rectify this. Stains are not always visible before dirt is removed and it may not be possible to remove those stains completely. Cleaner London will use its best efforts to provide a good result but Clients are asked to be aware of these limitations which are common to all cleaning operations.
9. In case of damage Cleaner London Ltd. will try to repair the item/s if it agrees that it caused the damage. If the item/s cannot be repaired Cleaner London Ltd will rectify the problem through its insurance company by crediting the Client with the item/s if it is proven to be by our personnel.
10. Cleaner London reserves the right not to be responsible for: delay for a cleaning visit due to a traffic congestion, postponed service due to broken equipment, job not complete due to lack of hot water or power and suitable cleaning materials and/or equipment in full working order provided by the Client, third party entering or present at Client’s premises obstructing the cleaning process, accidental damages worth up to £100 or less.

Insurance

1. Cleaner London has a Public and Employer’s liability insurance. The policy will cover any accidental damages caused by an operator working on behalf of Cleaner London, reported within 24 hours of service date.
2. Insurance cover dose not include anything that may break down or stop working at any time such as: dishwasher, washing machine, oven, cookers, extractor fans, fridge, freezer, etc, any other items, instability of which the Client is already aware for such us bathroom appliances or any fixtures. The Client is obliged to warn the Company or the cleaner about appliances that are poorly fixed or not in full working order.
3. Cleaner London reserves the right to refuse to share any of the confidential company’s documents.

Client satisfaction

1. Client understands that he/she is not entitled to any refunds.
2. If the Client is not satisfied with the cleaning service provided and a complaint has been placed in the stated 24 hours after the job has been completed, Cleaner London reserves the right to return a cleaner and re-clean any areas and items to Client’s satisfaction. Therefore the Client must allow the cleaner to be returned and he/she should be at present at all times during the re-clean visit.
3. Cleaner London reserves the right to return a cleaner not more than once.

Cancellation

1. Client may cancel the scheduled cleaning job up to 48 hours prior to the agreed start time.
2. Client agrees to pay 40% of the quote as a cancellation fee if he/she cancels or changes the date/time less than 48 hours prior to the scheduled appointment.
3. Clients agrees to pay 40% of the quote as a cancellation fee in the event of a lock- out cased by our cleaners being turned away; no one home to let them in; no water or power available at Client’s premises or problem with clients keys. If keys are provided they must open the lock without any special efforts or skills.
4. If an initial deposit has been paid to Cleaner London Ltd then Client agrees that deposit funds may be used to cover the cancellation fee.

After cancellation of the cleaning service

By entering into a service agreement with Cleaner London Ltd., the Client agrees that after the termination of the cleaning service he/she will not hire or use any domestic services provided by a present or past cleaner introduced to the Client by the company. If the Client wishes to hire or use domestic services provided by such a cleaner then he/she must pay a referral fee of £600.

These terms and conditions shall be governed by the relevant United Kingdom law, and by agreeing to be bound by them the customer agrees to submit to the exclusive jurisdiction of the relevant courts of the United Kingdom. Cleaner London Ltd. reserves the right to make any changes to any part of these terms and conditions without giving any prior notice.