Terms & Conditions

By accepting a quote and making a booking for a service either over the phone, e-mail or website’s contact form, 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.

What is included in the end of tenancy cleaning service

Everything that most reputable estate agents and landlords require at the end of your tenancy. You can check our extensive cleaning checklist on our  end of tenancy cleaning page

What is not included in the end of tenancy cleaning service

External areas of the property or deep cleaning of venetian blinds ,are not included in the service unless specifically requested and there will be an additional fee for this.

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.

Please note that we do NOT wash or clean/wipe painted walls or ceilings.

We will do our best to move furniture assisting us to perform the Services, 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, Fridges and Freezers.) in kitchens and utility rooms for health and safety reasons. 

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

Professional clean of a single OVEN is included in quotation provided. If there is a second oven or grill, that would cost an additional £30.

Cleaning for one of each appliance ( 1 oven, 1 washing machine, 1 fridge, 1 dishwasher)  is included in the service. Every additional appliance will be subject to and additional £30 + VAT.

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.

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

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.

 

Important information about after builders cleaning

Building works always take longer than scheduled. Please speak to your builders and find out when the works will be finished. In case of after builders cleaning where works have not been completed prior to cleaning service, we will not guarantee our service, and if dusty surfaces are found post cleaning, we will not return free of charge. We will make every effort to do the best possible clean considering the circumstances.

PRICES AND QUOTATIONS

All prices quoted exclude VAT. Current UK VAT rate is 20%

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. 

Customers must be available to contact during the cleaning service in case we need authorisation for extra work, or 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.

Customers agree to provide a timely and easy access to the property where the cleaning 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.

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

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) ,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 larger sizes quotation would be subject to change.

PAYMENTS

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

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

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

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

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

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.

 Cancelation Policy

 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.

3 working days written notice is required if customer should either decide to cancel, amend or re-schedule an existing cleaning appointment.

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.

 
Cleaner Cleaner Ltd reserves the right to cancel the service if:

the condition of the property is hazardous to the health and well-being of our operatives. 

the client has misrepresented any information/facts or has given us incorrect property description.

keys provided don’t open the lock or require special efforts or skills

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 or removal men).

If our operatives are verbally or physically abused or discriminated in any way

CUSTOMER SATISFACTION

Customer satisfaction is our number one priority!

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!

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 has asked us to clean as much as possible

We promise to organise a FREE return within 7 Days of receiving a complaint in the form of official inventory report

LIABILITY

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

 Not completing tasks which are not stated on our task checklist;

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

Third party entering or present at the customer’s premises during the cleaning process obstructing our work;

Wear, discolouration or staining of fabric or carpets becoming more visible once soiling has been removed;

Failing to remove old/permanent stains that cannot be removed using industry approved professional carpet cleaning methods;

Existing damage or spillage that cannot be cleaned/removed completely using industry approved professional cleaning detergents and equipment, or professional carpet cleaning equipment;

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 

A damage to items or their loss if caused by any of the following reasons:
i. Fire.
ii. War, hostilities, terrorism, Act of God, industrial action or other such events outside our reasonable control.
iii. Normal wear and tear or deterioration, leakage or evaporation or from unstable or perishable goods.
iv. Infestation by moth, vermin or anything similar.
v. Cleaning, repairing or restoring goods, unless undertaken by ourselves.
vi. Goods not packed by us, including those in wardrobes, drawers, or appliances, or in a package, bundle, case or other container.
vii. Electrical / mechanical faults to any appliance or mechanical instrument, unless there is evidence of external impact.
vii. 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.
ix. Any goods already proven defective or goods, which are inherently defective.
x. To pets or animals (including reptiles, fish and birds) whether in cage, tank or animal carrier.
xi. To plants.
xii. To refrigerated or frozen food or drink.
xiii. To data, files, software or digital contents of any computer or similar device.
xiv. To fragile and highly breakable items if they have not been secured or removed by the customer.

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

 If the customer has got items which need special cleaning methods and special cleaning detergents, the customer must provide the cleaning detergents and instructions how to use those.

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.

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

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 in emailed to office@cleanercleaner.co.uk  to avoid miscommunication 

Cleaner Cleaner Ltd is liable for:

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.

Keeping all customers’ information confidential.

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. 

COMPLAINTS 

Our services are 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 area when cleaning your property. The customer accepts and understands that omissions 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. 

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!

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

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!

In preparation for End of Tenancy cleaning

We kindly advice all customers that they must be completely moved out, and all rubbish removed from the premises prior to the clean taking place, if this condition has not been met, we can still carry out the clean , however we will not guarantee our service, and if it fails inventory we will not be responsible!

We require normal lighting condition and hot water in order to achieve the best result.

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 slightly dusty from an airborne dust that settles and may fail inventory check out inspection.

 

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.