Terms & Conditions

By accepting a quote and making a booking for a service either over the phone, by e-mail or through our website’s contact forms, the customer agrees to be bound to the following terms & conditions of Cleaner Cleaner Ltd. These terms & conditions are designed to ensure there is no confusion about what our service includes, and excludes, and to ensure safety of your property and belongings. If you are unclear about any element, please contact us for clarification. Our contact number is 0203 7576 248 and contact email office@cleanercleaner.co.uk

Where we use the words ‘You’ or ‘Your’ it means the customer. ‘We’, ‘Us’ or ‘Our’ means Cleaner Cleaner Ltd.

(1.0) End of tenancy cleaning service

(1.1) What is an End of tenancy cleaning

(1.1.a) It is a specialist, professional cleaning service carried out at the end of tenancy period once all tenants have moved out, and will help you get your rental deposit back by returning the rental property to the estate agents or landlord/landlady in an acceptable condition. An end of tenancy cleaning is not about cleaning a particularly dirty property, but rather carrying out a specific task list.

(1.2) Quotations, pricing information and fees

(1.2.a) All prices quoted exclude VAT. Current UK VAT rate is 20%.

(1.2.b) Quotations are provided in writing via email only. When providing a quote, we ask how many bedrooms and bathrooms the property has, as these are the rooms that vary from property to property and we assume the property has only 1 lounge, 1 kitchen and 1 hallway, unless the customer has mentioned otherwise in writing.

(1.2.c) When a customer asks for a quotation we assume that the rooms in their property are of average UK size i.e. Living room up to 15ft x 15ft (4.5m x 4.5m), Dining room up to 15ft x 15ft (4.5m x 4.5m), Double bedroom up to 12ft x 12ft (3.6m x 3.6m), Single bedroom/Study up to 8ft x 7ft (2.4m x  2.1m), 1 Flight of stairs up to 13 steps, Hallway up to 4ft x 10ft (1.2m x 3m), Landing up to 4ft x 5ft (1.2m x 1.5m), Bathroom up to 6.5ft x 6.5ft (2m x 2m), Utility room up to 6.5ft x 6.5ft (2m x 2m), Kitchen 10ft x 10 ft (3m x 3m). If rooms are of significant larger sizes the quotation would be subject to change. The quotation provided for carpet cleaning and upholstery cleaning combined with an end of tenancy cleaning service is the Silver service.

(1.2.d) We reserve the right to amend the initial quotation, should the client’s original requirements change, or in case the client has provided wrong or incomplete information. 

(1.2.e) The quotation provided for an end of tenancy cleaning is for a property in normal condition. For more information on what we consider abnormal please see section 1.7.

(1.2.f) Customers must be available to contact during the cleaning service in case we need authorisation for extra work, items, rooms that have not been mentioned etc. If we fail to hear from customer within an hour of our initial contact attempt regarding the matter, we will proceed with the extra work and the extra fee will be due.

(1.2.g) Customers agree to provide timely and easy access to the property where the cleaning will take place. Any delays in starting time not caused by Cleaner Cleaner will incur an additional charge of £20 per hour. The first half an hour of the delay will be Free of charge, as we are well aware unexpected things may happen.

(1.2.g1) We will make every effort to be on time for the cleaning appointment. If we are running late we will inform the customer in writing ( text, email) as soon as we become aware of the delay. You can rest assured that the delay will not deduct time from the cleaning service. If we are running more than 1 hour late, the customer will be given the options to keep the booking, reschedule for another day, or cancel the booking free of charge.

(1.2.h) If collection of keys is required from a different location, an additional fee will apply.

(1.2.i) Parking, congestion and ULEZ fees are to be paid separately if applicable. If no free parking or pay and display bays are available near the property, please arrange a visitor parking permit via your local council’s website in advance of the service. 

(1.3) Confirmation and service Guarantee

(1.3.a) To confirm a booking a customer must agree in writing (via email to office@cleanercleaner.co.uk) the customer will receive the booking confirmation email to verify the agreement and the selected appointment slot. For payment information please see section 2.0.

(1.3.b) Our end of tenancy cleaning service is fully guaranteed. If there is anything left not cleaned, through human error, we will be more than happy to go back and rectify it FREE of charge!
Inventory checkout must be carried out within 24 hours of the completion of the clean, and any shortfalls reported within 7 days of the clean in the form of an official inventory report!
The customer must forward the official inventory report within 7 days of the service. We promise to organise a FREE return within 7 Days of receiving a complaint in the form of official inventory report. We do not offer refunds!

Some letting agents do not allow cleaners to return to the property if any omissions are noted on the inventory report. Please check with your agents if that is the case and organise the inventory inspection to take place at 12:00pm if you have selected a morning cleaning slot, and at 4pm if you have selected an afternoon cleaning slot. This way the inventory clerk will turn up towards the end of the cleaning service and if they spot any omissions, we can correct them on the spot. We do not offer refunds!

(1.3.c) Customer understands that we will not offer a free re-clean in the following cases:
– If the client or a third party has lived in, used or carried out work in any rooms/items in the property after an end of tenancy cleaning service has been carried out.
– If customer inform us outside the 7 days guaranteed period, however we would still be happy to look into it and try and help.
– If inventory checkout was not carried out within 24 hours of completion of the service.
– If customer had not moved their possessions out and we do not have access to clean all areas of the property, we would do the best we can but it is likely there would be complications at the checkout inspection.

(1.3.d) We do not offer refunds; however, we will be more than happy to assist you in every possible way to ensure you get the full value of our service!

(1.4) What is included in the service

(1.4.a) Everything that most reputable estate agents and landlords require at the end of your tenancy. You can check our extensive cleaning checklist here.

(1.4.b) Cleaning for 1 of each appliance is included in the service (1 fridge, 1 freezer, oven, etc.).

(1.5) What is NOT included in the service

(1.5.a) Secondary glazing, basements, built-in wardrobes, drawers and storage cupboards, storage rooms, conservatories, external areas of the property or deep cleaning of venetian blinds and window shutters, are not included in the service unless specifically requested by the customer and there will be an additional fee for this.

(1.5.b) If you require deep cleaning of venetian blinds, external window cleaning, or cleaning of balconies, patios and garages, please let us know in advance and we will do our best to organise this for you at an additional fee.

(1.5.c) We do NOT wash or clean/wipe painted walls or ceilings.

(1.5.d) We will do our best to move furniture, provided that any items of furniture can easily and safely be moved by one person. We do not move out fitted appliances (such as Washing Machines, Driers, Dish Washers, Cookers, Fridges and Freezers.) in kitchens and utility rooms for health and safety reasons. 

(1.5.e) We do not take cutlery, crockery, pots, pans and kitchen utensils out of kitchen cabinets to clean inside and put them back, nor do we wash any of them. This could be arranged if required at an additional fee. 

(1.5.f) Cleaning for one of each appliance (1 single oven, 1 washing machine, 1 fridge, 1 dishwasher) is included in the service. Every additional appliance (e.g. a second oven or grill) will be subject to an additional £30 + VAT.

(1.5.g) If you have a range cooker, please let us know in advance, and we will quote accordingly, otherwise we will just clean the largest oven it has, and up to 4 hobs without charging an extra fee.

(1.5.g.1) Cleaning the insides of the inner and outer oven door glass may not be possible. If design allows and no special tools are required we will dismantle the door and clean the inner sides of the door glass.

(1.5.h) Cleaning for up to 12 kitchen units is included in the service. Every additional unit will be subject to an additional £10 + VAT.

(1.5.h.1) In the event that the accommodation features a bathroom with both a separate bath and a separate shower, or includes a double sink, it shall be classified as a double bathroom, and an additional fee of £30+VAT will be applied.

(1.5.i) We can only reach as high as we can reach using 2m long dusters for high areas. We do not use ladders due to health and safety

(1.5.j) Please be aware that for properties where pets have lived, fully removing pet fur cannot be guaranteed, and we will not return free of charge should a complaint about pet fur arise.

(1.5.k) The service is not time limited, we can only give a rough estimate of the duration of the cleaning service, which is based on our experience and on the description of the property provided by the customer. Please note that duration may vary therefore a degree of flexibility is required. 

(1.5.l) Mould and rust removal. Permanent stains to hard surfaces such as wood, stone, tiles, grouting, metal.

(1.5.m) Cleaning fireplaces is not included. Mantlepiece and front part of the hearth will be wiped.

(1.5.n) Scrubbing of paint spots from floors or hard surfaces is not part of the service, we only vacuum and wet mop.

(1.5.o) Please note that if the shower head is fixed to the ceiling or high on the wall, we cannot guarantee that it will be reached and cleaned properly. You may take it down prior to the service, and we will clean all limescale and grime. You can then reattach it afterward.

(1.6) In preparation for the End of tenancy cleaning service

(1.6.a) We kindly advise all customers that they must be completely moved out, and all rubbish removed from the premises prior to the cleaning service taking place. If this condition has not been met, we will do our best to clean everything that we have access to, but we cannot guarantee the service and if it fails inventory, we will not go back free of charge.

(1.6.b) Please make sure the freezer is defrosted one day in advance, as if it is not, it will be cleaned as much as possible. 

(1.6.c) If there is mould on the bath sealant or washing machine seal or heavy limescale built up in the toilet below the water level, please do get in touch and we will advise you what you can to do in preparation.

(1.6.c.a) If there are delicate surfaces in the property like special delicate wood, marble, natural stone floors or worktops you need to inform us in advance and provide the appropriate cleaning products as per manufacturers specifications and a list of instructions how to be diluted and used.

(1.6.d) We need access to hot water, electricity, normal thermal and lighting conditions. If there is no access to hot water and electricity, we could still carry out the clean, however service will not be guaranteed.

(1.6.e) If the property is furnished, our cleaners will only move small furniture to clean behind and underneath. For larger and heavier items, such as beds, wardrobes, chests of drawers, etc., it is the customer’s responsibility to move these items forward prior to the cleaners’ arrival. This policy is in place to ensure the safety of our team and prevent any damage to the furniture or property.

If you are unsure whether an item can be moved, please send us photos of the furniture in question, and we will confirm if it can be moved by our team.

(1.6.f) If the customer has scheduled an inventory check, then it must be scheduled to commence no later than 24 hours after the cleaning job has taken place. Failure to do so may cause surfaces to get dusty from an airborne dust that settles and may fail inventory check out inspection.

 

(1.7) Properties in abnormal condition

(1.7.a) The quotation provided for an end of tenancy cleaning is for a property in normal condition. Please check what we consider abnormal here, and please let us know if your property is in similar condition prior to the cleaning. If you are not sure whether your property falls within this description, please send us photos of the property (particularly of any areas you think may be considered abnormal) and based on these photos we will advise whether it is within our capabilities to clean and any additional charges. Should we arrive to find the property in similar condition, without notification of the state of the property beforehand, additional fees may apply: £20 + VAT per abnormal room or area (i.e 1 bedroom, the kitchen, 1 bathroom, would be considered 3 separate areas).

(1.7.b) In situations where we consider the property beyond our abilities or hazardous to the health of our workers, we reserve the right to cancel the service and a cancelation fee of £50 + VAT is payable by the customer.

(1.7.c) We assess the condition on entering the property and the decision is made on a case-by-case basis. This will be communicated to the customer via phone call and confirmed in writing via email.

(1.8) Cancelling or changing the booking

We understand that unexpected things may happen, however, please be kind to give us enough notice, so that we can fill up the cleaning slot allocated to you.

(1.8.a) We require 3 working days written notice to cancel or change a booking, if customer fails to inform us in writing (email to office@cleanercleaner.co.uk) he/she agrees to pay a cancellation fee of £50 + VAT.

(1.8.b) The Customer agrees to pay the full price of a cleaning service, if he/she cancels or changes the booking on the day of the scheduled appointment.

(1.8.d) Cleaner Cleaner cancelling the service

We reserve the right to cancel the cleaning service if:

(1.8.e) The condition of the property is hazardous to the health and well-being of our operatives. For more information please see section 1.7.

(1.8.f) The client has misrepresented any information/facts or has given us incorrect property description.

(1.8.g) Keys provided don’t open the lock or require special efforts or skills.

(1.8.h) Lack of normal working conditions for cleaning (e.g. lack of water, electricity or poor lighting conditions, or the presence of a third party, such as builders, painters, removal people, etc).

(1.8.i) If our operatives are verbally or physically abused or discriminated in any way.

(1.8.j) We will make every effort to get to you on time on Tube strike days, however we reserve the right to cancel or reschedule the cleaning service if it is impossible to get to the job address due to lack of transport or gridlocked traffic. 

(1.8.k)If ambient temperature is below 10 degrees Celsius and heating in the property is not working booking will be cancelled and £50 + VAT cancellation fee will apply!

(1.9) Liability

Cleaner Cleaner Ltd reserves the right not to be liable for:

(1.9.a) Not completing tasks which are not stated on our task checklist.

(1.9.b) Cleaning jobs not complete due to the lack of hot water or power or poor lighting conditions or due to any other obstruction to the cleaning process.

(1.9.c) Not complete cleaning jobs due third party entering or present at the customer’s premises during the cleaning process obstructing our work.

(1.9.d) Damages caused to special surfaces (such as marble, glass, wood or natural stone), unless you have notified us in writing of their presence before we commence the services and provided the necessary products and written instructions how to be used.

(1.9.e) The disposal of personal belongings left in the property being cleaned at the end of a tenancy if the customer has not specifically asked us to leave those in the property.

(1.9.f) If the customer has items which need special cleaning methods and special cleaning products, the customer must provide the cleaning products and instructions how to use them.

(1.9.g) Any failing inventory checks or additional charges incurred by the customer if Cleaner Cleaner Ltd is not allowed to return to the premises to rectify any omissions or if a follow-up clean has been carried out not by ourselves without our consent.

(1.9.h) A reimbursement of any charges paid for a repair of a damaged item carried out by a third party without our prior consent.

(1.9.j) Damaged items, mechanisms or surfaces, unless there is evidence of external impact.

(1.9.k) Paint peeling off from walls and other painted surfaces if it appears old, cracked or damaged 

(1.9.l) Damage to items or their loss if caused by any of the following reasons:

– Normal wear and tear or deterioration, leakage or evaporation or from unstable or perishable goods.
– Infestation by moth, vermin or anything similar.
– Cleaning, repairing or restoring goods, unless undertaken by ourselves.
– Goods not packed by us, including those in wardrobes, drawers, or appliances, or in a package, bundle, case or other container.
– Electrical / mechanical faults to any appliance or mechanical instrument, unless there is evidence of external impact.
– To jewellery, watches, trinkets, precious stones or metals, money, deeds, securities, stamps, items of sentimental value, coins or goods or collections of any similar kind, unless we have confirmed in writing that we accept responsibility and you have given us description and value of those articles.
– Any goods already proven defective or goods, which are inherently defective.
– To pets or animals (including reptiles, fish and birds) whether in cage, tank or animal carrier.
– To plants.
– To refrigerated or frozen food or drink.
– To data, files, software or digital contents of any computer or similar device.
– To fragile and highly breakable items if they have not been secured or removed by the customer.

(1.9.m) Cleaner Cleaner will not be liable for verbal requests made by customer either to cleaners or office staff, i.e. to dispose certain items but not some, to accept or reject some deliveries made to the property, to lock some locks but not others, to not clean certain areas, to do extra tasks not included in our tasks list. All special requests should be made clearly and emailed to office@cleanercleaner.co.uk  to avoid miscommunication.

(2.0) Payments***

(2.1) Payment can be made by BACS within 24 hours of receiving booking confirmation, and a receipt will be sent via email after the service.

(2.1a) Please note that for bookings more than 3 weeks in advance, we require payment to be made via bank transfer at the time of booking the service. This is to ensure that your preferred date and time are secured in our schedule. Alternatively, if you prefer to make the booking closer to the date, you can contact us and we will be happy to assist you with the arrangements.

(2.2.) Payment can be made in cash to the cleaner on the day of the service, a company receipt will be provided.

(2.3) Cryptocurrencies, including Bitcoin, Ethereum, XRP, and others, are accepted as payment methods. If you wish to pay in cryptocurrency, please let us know, and we will provide you with our relevant wallet address.

(2.4) The Customer agrees that any outstanding amount owed to Cleaner Cleaner Ltd will be settled within 7 days of the service.

(2.5) The Customer understands that any ‘late payments’ may be subject to additional fees.

(2.6) The Customer may not withhold any part of the agreed price, unless agreed by us in writing.

(2.7) If payment is not made after terms of invoice, the account will be passed to our debt collection agency, after which a charge of 20% plus VAT 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 outstanding amounts.

(3.0) Complaints

(3.1) Our end of tenancy cleaning service is 100% Guaranteed. If for any reason you are not happy with the service, please do get in touch and we will be happy to discuss and find a solution. We are fully committed to helping you to get your deposit back! Although we work hard to achieve the best result possible, sometimes we may miss some areas when cleaning your property.

(3.2) The customer accepts and understands that omissions for an end of tenancy must be reported within 7 days from the service date, and official inventory report carried out within 24 hours of the service must be provided outlining shortfalls in the clean. 

(3.3) Any damage must be reported at inspection on job completion. Failure to do so will entitle customer to no compensations of any kind. We do not offer refunds!

(3.4) In case of electrical appliance failure post cleaning, we will not be liable unless there is a sign of external impact. 

(3.5) All complaints must be reported to us in writing. Please email us @ (office@cleanercleaner.co.uk) within 7 days of the service, and we will do everything we can to help you!

(3.6) We do not offer refunds; however, we will be more than happy to assist you in every possible way to ensure you get the full value of our service!

(3.7.) We take photos before and after each service as proof of the cleaning.

(4.0) Carpet, Rug, Upholstery cleaning and Stain removal services

(4.1) Quotations, pricing information and fees

(4.1.a) All prices quoted exclude VAT. Current UK VAT rate is 20%.

(4.1.b) We reserve the right to amend the initial quotation, should the client’s original requirements change, or in case the client has provided wrong or incomplete information. 

(4.1.c) Customers must be available to contact during the cleaning service in case we need authorisation for extra work/rooms that have not been mentioned etc. If we fail to hear from customer within half an hour of our initial contact attempt regarding the matter, we will proceed with the extra work and the extra fee will be due.

(4.1.d) Customers agree to provide a timely and easy access to the property where the service will take place. Any delay in the start of the cleaning service caused by the customer will result in additional charge of £20 per hour.

(4.1.e) If collection of keys is required from a different location, £20 collection fee will apply.

(4.1.f) When a customer asks for a quotation we assume that the rooms in their property are of average UK size i.e. Living room up to 15ft x 15ft (4.5m x 4.5m), Dining room up to 15ft x 15ft (4.5m x 4.5m), Double bedroom up to 12ft x 12ft (3.6m x 3.6m), Single bedroom up to 8ft x 7ft (2.4m x  2.1m), 1 Flight of stairs up to 13 steps, Hallway up to 4ft x 10ft (1.2m x 3m), Landing up to 4ft x 5ft (1.2m x 1.5m). If rooms are of significant larger sizes quotation would be subject to change.

(4.1.g) Parking, congestion and ULEZ fees are to be paid separately if applicable. If no free parking or pay and display bays are available near the property, please arrange a visitor parking permit via your local council’s website in advance of the service. 

(4.2) Confirmation and Our Guarantee

(4.2.a) To confirm a booking a customer must agree in writing (via email to office@cleanercleaner.co.uk) the customer will receive the booking confirmation email to verify the agreement and the selected appointment slot.

(4.2.b) Our technicians are fully trained and experienced professionals who would deliver the best result possible, using industry approved methods and taking advantage of best machines and professional products available on the market. We have a very high success rate in removing all sorts of stains that have not been attempted, however, we cannot guarantee that every stain will be entirely removed. Hereyou can find photos of our latest stain removal jobs.

(4.2.c) We are trained and certified by NCCA, TACCA, Trust Mark, IICRC, Wool Safe and Prochem.

(4.2.d) We do not offer refunds; however, we will be more than happy to assist you in every possible way to ensure you get the full value of our service!

(4.3) What is included in the carpet and rug cleaning service

(4.3.a) This will depend on which professional carpet or rug cleaning service the customer has selected you can see what is included in each package on the Carpet Cleaning Page here.

(4.3.b) Only the face side of the rug will be cleaned as standard.

(4.4) What’s not included in the carpet and rug cleaning service

(4.4.a) Removal of pet fur that is embedded into carpets and rugs.

(4.4.b) Furniture indentations in carpets and rugs cannot be fully removed with professional cleaning but may improve.

(4.4.c) Professional carpet cleaning methods can clean the surface, but we do not have access to areas such as the underlay.

(4.4.d) Moving large, heavy or fragile furniture i.e. beds, wardrobes, chests of drawers is not included in our service. We only clean the exposed areas of the carpets, sofas, mattresses and rugs.

(4.4.e) Removal of lint bobbles

(4.4.f) Due to health and safety regulations, we cannot reach areas between the seat cushion and the side of the sofa/armchair. However, we’ll vacuum these areas using our crevice tools as best as we can.

(4.5) In preparation for the carpet or rug cleaning service

(4.5.a) We need access to hot water and electricity.

(4.5.b) Carpeted areas booked for professional cleaning must be cleared so we have access to clean as much as possible.

(4.5.c) Parking arrangement must be confirmed before the technician arrives.

(4.6) Dry Compound carpet and rug cleaning

We offer dry compound cleaning for carpets and rugs made of delicate and natural fibres. This method provides a safe deep cleaning and freshen up for carpet/rugs made of viscose, silk, polished cotton, bamboo silk, art silk and Tencel, however It offers limited stain removing capabilities. Heavily soiled carpets, sofas and rugs will not be restored to brand new condition using this method.

(4.7) What is included in the upholstery and mattress cleaning Service

This will depend on which professional mattress or upholstery cleaning service the customer has selected. You can see what is included in each package on:
The Mattress Cleaning Page here.
The Upholstery Cleaning Page here.

We try and gather as much information as possible beforehand to provide most suitable and effective cleaning method. 

To ensure the sofa is cleaned safely using the most appropriate method, we will conduct a fibre test once onsite to determine the most suitable cleaning method.

Some fibres and fibre blends can only be dry cleaned, professional dry solvent cleaning offers gentle deep cleaning and freshening up of upholstery made of delicate fibres, however it has limited stain removal capabilities and is unable to restore the looks of heavily soiled soft furniture.

Our technicians are fully trained and experienced professionals who will deliver the best result possible, however we cannot guarantee every stain/mark will be entirely removed.

(4.8) What’s not included in the upholstery mattress and curtain cleaning service

(4.8.a) Removal of pet fur or hair that is embedded into mattresses or upholstery, including curtains and fabric blinds.

(4.8.b) Professional mattress and upholstery cleaning methods can clean the surface, but we do not have access to areas such as the sofa/mattress filling.

 

(4.9) What is included in the Stain removal Service

This will depend on which professional stain cleaning service the customer has selected. Silver service includes stain treatment only, Gold service includes stain treatment and also cleaning the whole room carpet, rug or sofa. Platinum service includes stain treatment, cleaning the whole room carpet, rug or sofa, and application of stain protection to help if future spills occur.

(5.0) What’s not included in the Stain removal service

(5.0.a) Removal of pet fur that is embedded into mattresses or upholstery, including curtains and fabric blinds.

(5.0.b) Professional mattress and upholstery cleaning methods can clean the surface, but we do not have access to areas such as the sofa/mattress filling.

(5.1) Liability

Cleaner Cleaner Ltd reserves the right not to be liable for:

(5.1.a) Wear, discolouration or staining of carpets, rugs and upholstery becoming more visible once soiling has been removed or after stain removal treatment. Discolouration or colour loss caused by domestic cleaning products may become more visible after soiling and product residue has been removed.

(5.1.b) Professional cleaning following a home attempt can reveal discolouration or colour loss caused by domestic cleaning products; this may become more visible after soiling and/or product residue has been removed.

(5.1.c) The larger the stain the less likely it is to blend.

(5.1.d) Failing to remove old/permanent stains that cannot be removed using industry approved professional carpet, rug and upholstery cleaning methods.

(5.1.e) We can only clean the surface of the carpets and upholstery/mattresses, if the stains and smells have gone into the underlay or the carpet or the filling of the upholstery/mattress, we have no access to clean this.

(5.1.d) Stains not visible to the naked eye may become visible once cleaning has taken place.

(5.1.e) Removal of grey or dark edges of fitted carpets, these are filtration marks and most of the time cannot be fully removed.

(5.1.f) Existing damage or spillage that cannot be cleaned/removed completely using industry approved professional cleaning detergents and equipment, or professional carpet, rug and upholstery cleaning equipment.

(5.1.g) Damages becoming more visible after inappropriate domestic products used before our service (e.g. if products used soften the carpet adhesive and cause delamination of the fibres)

(5.1.g.1) Moth damage to carpets, rugs or upholstery becoming more visible after the service.

(5.1.h) Where there is/has been moth infestation, carpet or rug fibres can become loose and can be extracted with the high filtration vacuum, therefore we will only clean around these areas.

(5.1.j) Some fibres absorb a lot of moisture during the cleaning process and as a result carpets which are not installed properly or area rugs may ripple, become wavy. Once moisture is released they will go flat again. This process may take over a week. 

(5.1.k)Sometimes, soft furniture made of cellulosic fibres such as cotton, linen, and viscose may develop a phenomenon called cellulosic browning after cleaning. This browning resembles a water stain and, in most cases, is reversible. It is crucial to inform us if your furniture contains any cellulosic fibers, as this information will impact how we treat your furniture.

(5.1.l) Cleaner Cleaner will not be liable for verbal requests made by customer either to cleaners or office staff, i.e. to dispose certain items but not some, to accept or reject some deliveries made to the property, to lock some locks but not others, to not clean certain areas, to do extra tasks not included in our tasks list. All special requests should be made clearly via emailed to office@cleanercleaner.co.uk to avoid miscommunication.

(5.1.m) Upholstery fabric tailoring pen marks to become visible after a professional cleaning: These pen marks are usually on the back of the fabric and the cleaning process can bring them to the surface. There is no way for us to predict this and we cannot be held responsible should this happen.

(5.1.m.a) When cleaning velvet, the nap needs to be groomed to one side, which may appear streaky. Once it is dry and being used, sat on, the grooming marks will disappear.

(5.1.p) Not completing tasks which are not stated in the booked service package checklist.

(5.1.q) Cleaning jobs not complete due to the lack of hot water or power or poor lighting conditions or due to any other obstruction to the cleaning process.

(5.1.r) Not complete cleaning jobs due third party entering or present at the customer’s premises during the cleaning process obstructing our work (workmen, movers, etc.).

(5.1.s) Damages caused to special surfaces (such as marble, glass, wood or natural stone), unless you have notified us in writing of their presence before we commence the services.

(5.1.t) A reimbursement of any charges paid for a repair of a damaged item carried out by a third party without our written consent.

(5.1.u) A damage to items or their loss if caused by any of the following reasons:
– Normal wear and tear or deterioration, leakage or evaporation or from unstable or perishable goods.
– Infestation by moth, vermin or anything similar.
– Cleaning, repairing or restoring goods, unless undertaken by ourselves.
– To jewellery, watches, trinkets, precious stones or metals, money, deeds, securities, stamps, items of sentimental value, coins or goods or collections of any similar kind, unless we have confirmed in writing that we accept responsibility and you have given us description and value of those articles.
– Any goods already proven defective or goods, which are inherently defective.
– To pets or animals (including reptiles, fish and birds) whether in cage, tank or animal carrier.
– To plants.
– To refrigerated or frozen food or drink.
– To data, files, software or digital contents of any computer or similar device.
– To fragile and highly breakable items if they have not been secured or removed by the customer.

(5.2.) Cleaner Cleaner Ltd is liable for:

(5.2.a) Keeping all customers’ information confidential.

(5.2.b) Key replacement/locksmith fees only if keys were lost by our operatives. There is a £100 per household liability limit. If a master key has been lost by our operatives, our liability is limited to £200.

(5.2.c) The repair of a damaged item at its cost if the damage was caused by a member of our staff. For this purpose, a representative of Cleaner Cleaner Ltd must be allowed to return to the client’s property in order to assess the damage in person and determine if it is possible to repair the damaged item. If the item cannot be repaired, Cleaner Cleaner Ltd will rectify the problem by crediting the customer with the item’s present actual cash value toward a like replacement from a Cleaner Cleaner Ltd’s source upon payment of cleaning services rendered. 

(6.0) INSURANCE

Cleaner Cleaner Ltd has a Public liability insurance of £2 000 000, and Employer’s liability insurance for £10 000 000.

There is £200 excess for any claim, of which £100 are paid by customer and £100 by Cleaner Cleaner Ltd.

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