These terms and conditions constitute the full and complete service agreement between you (the "Client") and Home Clean Domestic Services Ltd. (Home Clean). Please take some time to review this Agreement. Use of our services constitutes your acceptance of these terms and conditions. Subject to the terms of this Agreement, Home Clean, agrees to provide domestic cleaning services to the Client at an address specified by the Client. The Service will be for such cleaning duties as agreed with the Client at the time of booking. Home Clean will provide one or more Domestics to attend the premises to provide the Service at a time and date mutually agreed between Home Clean and the Client. • Staff are fully trained and Police Checked and regularly supervised. • Staff usually work solo, however we also have teams of two. • Staff are fully vetted and insured with public and employees liability. • Staff are made up of part-timers who stipulate the hours they can commit to, therefore not over stretching themselves so they can provide a more efficient service. • Staff will not eat, drink or smoke in your home. • Our training and working practices are designed to ensure that we comply with all applicable health and safety regulations. • Heavy lifting and High Climbing are not covered by our insurance Please Note: We reserve the right to amend/update these terms and conditions from time to time If you should have any special requests, please contact us to discuss further. About our Service • Interior windows can be cleaned on a rota basis. • We can plan your service so that we do specific tasks. We can cover all general cleaning or provide a more 'housekeeping' role such as washing, change bedding, general tidying - a helping hand. • We provide ironing services. • We are happy to work with you in prioritising the areas we clean, so that you get the maximum benefit from our time and services. • We prefer to work to your list of cleaning requirements or a Cleaning Schedule as discussed on the initial visit. • We will arrive on any agreed date but cannot always specify a time. We will try to accommodate  where possible. We are able to work between 8.00am-5.00 pm Mon-Fri. (Saturdays have limited availability). • Bookings are made with a allocated hours agreed. • We offer a minimum of 4hrs per month of which you can have 2hr per fortnight / 4 per month / or more if required. • Bookings can be made for the minimum hours plus increments of ½ hours thereafter. • We will endeavour to provide a replacement domestic whilst your regular is unavailable (holidays/sickness). Should you decide against a replacement, this may be in breach of our Terms and Conditions of our minimum hours contract. Security • All our staff are vetted and supervised. • We operate a coded key holding service and can operate a password system if required. • Fully insured to protect your home and our staff.  Customer Care   • We want to keep in regular contact with you in order to ensure that you get the best possible service from Home Clean • Please feel free to contact us by telephone or through our website. • Bleach and abrasive products are only used at the customer’s request and risk. Your Obligations • To provide a safe working environment for our staff, e.g. safe electrical appliances, securely fixed carpets, good lighting and ventilation etc. • To pay promptly for all cleaning hours provided. • During the period of this agreement and for a period of 12 months after the termination of this agreement, the client will not employ any staff that have been employed by Home Clean Limited. Home Clean Limited reserves the right to claim any damages, loss of earnings, recruitment costs, training costs and any court costs where appropriate, subject to a minimum of £250. • Please ensure that access is provided. Failure to gain access incurs a £12 charge. • We can devote more of our time in providing you with the best of our professional services should you spend a few moments tidying before we arrive.  •End of tenancy cleans require 50 % of total cost, payable on booking and remainder of outstanding bill payable in cash, on arrival. The house must be clear and with full working utilities. Such as: hot water and electricity. Our Charges • Payment can be by standing order, BACS or Cheque. • Invoices are sent by email or post monthly, normally sent mid-month, payable within 5days working days. • Late payments will be subject to a 10% charge per month. Special Circumstances • If your scheduled service day falls on a public or bank holiday, then this clean will be cancelled unless you book the clean in on these days. Please note that there is limited availability and an enhanced rate will apply for these days. • We will treat your home with the greatest of care. Please inform us of any items that are irreplaceable, so that we can make special arrangements for the care of the item or item exclusion. Cancellations • Please contact us, giving us at least 2 full working days notice if you do not want a particular clean or are on holiday. • Our cancellation charges are dependent upon the notice given and are as follows; Outside 2 full working days; nil, 1 working days 10%, Same day 50%, upon arrival 100% (full charge) • After we have provided 2 months service, we will require a notice period for the cancellation of the service. We will require a notice period for cancellation of the lesser of 2 visits or 4 weeks. Insurance • We are fully insured for public and employer’s liability. • Our accidental damage insurance is subject to an excess of £250 and excludes damage caused by the use of abrasive products or the use and spillage of bleach. Please make your own insurance arrangements for the excess. • All our staff are fully trained and endeavour to treat your home and possessions with the greatest care .
Complaints We endeavour to ensure we provide the best possible service we can, to all our clients. We pride ourselves on responding and dealing with all complaints in a timely and fair manner. If the Client has cause for complaint: Home Clean must be contacted within 24hrs of the clean, by email, text or telephone. Please note: If this falls on a Friday or a Bank Holiday, complaints must be reported by midday on the Monday, or the next working day. If outside the 24hrs, the Company is not liable. However, in certain circumstances, the company may still be able to help. Full details of the issue must be given. The Client will allow the Company to investigate any complaint and allow the Company a reasonable time to deal with the matter. The Client agrees for the Company to return, to re-clean any disputed areas, or items, before making any attempts to clean such areas, or items themselves, or arranging a third party to do so. . Liability The Company shall not be liable under any circumstances for: i) 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. ii) Its failure to carry out its services as a result of factors beyond its control such as: acts of God, floods, severe weather conditions and inability to gain access to the premises, lack of appropriate resources such as water, electricity or lighting. iii) Late arrival of the Company domestics to the service address. The company endeavours to be on time on all visits but sometimes due to transport related and other problems beyond the Company’s control, the domestics may arrive with a delay or the cleaning visit may need to be rescheduled. iv)An existing damage to Clients property in the form of old stains / burns / spillages etc. which cannot be cleaned or removed completely by the domestic using standard cleaning methods. v)  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. vi)The Company shall not be liable for any odours arising during and / or after the clean when this is due to factors such as lack of ventilation, and / or appropriate heating. Due to health & Safety regulations no heavy furniture will be moved or high climbing. The Client will ensure all valuables are stored away whilst work is carried out. The Company will not be responsible for the Clients failure to comply with this obligation. The Company reserves the right to make any changes to any or part of these Terms and Conditions without giving prior notice. The Company may add or alter these Terms and Conditions from time to time 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 providers. Monetary compensation as well as legal fees may incur. The insurance policy does not cover theft of property or possessions. The Company will not arrange for the insurance referred to in the clause if the Client has not paid in full all service fees due in accordance with these Terms and Conditions. No claim can be entertained if the Client has an outstanding balance. .