DEEP CLEANING – Terms and Conditions
By placing an order via phone, fax, e-mail, or our website, the customer enters into a verbal or written agreement and is bound by these Terms and Conditions.
SERVICES
1. 100% Satisfaction Guarantee
- Please note: Refunds are not offered prior to a re-clean being accepted.
- If you are unhappy with any aspect of your cleaning, you must contact us within 48 hours of the service to schedule a re-clean of the specific areas you were not satisfied with.
- Failure to request a re-clean within 48 hours will be considered a denial of the re-clean opportunity.
- No refund will be offered if a re-clean is denied.
2. Pricing
- We reserve the right to change pricing or discounts if your home’s circumstances are found to be atypical, or if incorrect booking options were selected.
3. Understanding
- We understand you are welcoming us into your home. We guarantee our work.
- If you have any issues, please understand that we are human and may miss small things occasionally.
- Notify us, and we will gladly return to re-clean the missed area as soon as possible, aiming for minimal inconvenience to you.
4. Pets
- Please place any dogs in a room that is not being cleaned or in a dog crate while our cleaners are present.
- This ensures our team can focus entirely on delivering the best possible cleaning without distractions.
5. Clutter
- To maintain a consistent cleaning pace and affordable rates, please pick up areas where more than 5 items need dusting/cleaning.
- If an area has 5 or more items, we will dust/clean around them as best as possible; items will not be moved.
- Please note: We do not offer organizing services at this time.
6. Extreme Clutter
- Cleaning severely cluttered areas is time-consuming and often exceeds typical budgets. We cannot handle these tasks efficiently and therefore do not offer this as a service.
- 7. Services We Do Not Offer:
- Dish washing (We may wash a few if present and proper supplies are available; we will load dishes into a dishwasher).
- Laundry or folding laundry.
- Shopping or errands.
- Picking up, moving, or removing clutter (defined as 5 or more items like books, boxes, mail, papers, clothes, rubbish, etc.).
- Cleaning high-reaching windows.
- Heavy lifting over 25 lbs (due to insurance requirements).
- Cleaning of bodily fluids, extensive toys, pet waste (including excessive pet hair), or other bio-hazards (minor bathroom areas excepted).
- Stepping higher than the height of one standard chair (due to insurance reasons).
END OF TENANCY CLEANING
- DEEP CLEANING reserves the right to amend the initial quotation if the client’s original requirements change.
- A minimum duration of 4 hours per cleaning visit applies.
- Key Collection: A fee of £15 (excl. VAT) applies if keys must be collected from outside the postal code area of the scheduled cleaning.
- Customer Responsibilities: The customer agrees to provide:
- A clear task list.
- All necessary cleaning detergents and equipment (vacuum cleaner, mop, bucket, portable ladder), unless other arrangements are made with DEEP CLEANING.
- All provided equipment must be safe and in full working order.
- Pricing Clarification: The quoted price covers cleaning labour only and is not a “package deal”.
- Estimates: Sales advisors provide rough duration estimates based on basic property descriptions. Actual time may vary; flexibility is required.
- Detergent Supply: If the customer lacks detergents, DEEP CLEANING can supply them for an additional £3 per hour. This must be requested at booking.
- Time Expectation: End of tenancy cleaning may take double the time of a general clean. After Builders, After Party, or badly neglected homes may take up to three times longer.
ONE-OFF CLEANING / SPRING CLEANING
- DEEP CLEANING reserves the right to amend the initial quotation if the client’s original requirements change.
- A minimum duration of 3 hours per cleaning visit applies.
- Key Collection: A fee of £20 (excl. VAT) applies if keys must be collected from outside the postal code area of the scheduled cleaning.
- Customer Responsibilities: The customer agrees to provide:
- A clear task list.
- All necessary cleaning detergents and equipment, unless other arrangements are made with DEEP CLEANING.
- All provided equipment must be safe and in full working order.
- Pricing Clarification: The quoted price covers cleaning labour only and is not a “package deal”.
- Estimates: Sales advisors provide rough duration estimates based on basic property descriptions. Actual time may vary; flexibility is required.
- Detergent Supply: If the customer lacks detergents, DEEP CLEANING can supply them for an additional £2 per hour. This must be requested at booking.
- Time Expectation: Post Construction/After Builders, Post Party, or badly neglected homes may take up to three times longer than a well-maintained home needing general cleaning.
CARPET CLEANING & UPHOLSTERY CLEANING
- DEEP CLEANING reserves the right to amend the initial quotation if the client’s original requirements change.
- Pet Hair Surcharge: An extra 30% charge applies if dogs, cats, or other hairy pets are present, due to extra time needed.
- Water Extraction Surcharge: An extra 30% charge applies if water extraction due to flooding is required.
- Additional Charges: Potential Parking and Congestion charges may apply.
- Minimum Charge: All carpet/upholstery cleaning orders are subject to a £60 (excl. VAT) minimum call-out charge.
- Key Collection: A fee of £20 (excl. VAT) applies if keys must be collected from outside the postal code area of the scheduled cleaning.
MATTRESS CLEANING – HYGIENICTECH METHOD
- DEEP CLEANING reserves the right to amend the initial quotation if the client’s original requirements change.
- Minimum Charge: All mattress cleaning orders are subject to a £60 (excl. VAT) minimum call-out charge.
- Key Collection: A fee of £15 (excl. VAT) applies if keys must be collected from outside the postal code area of the scheduled cleaning.
- Additional Charges: Potential Parking and Congestion charges may apply.
PAYMENTS
- Payment is requested upon completion on the day of the cleaning session.
- Payment Methods:
- Cash: Accepted on completion.
- Cheque: Accepted on completion, payable to ‘DEEP CLEANING’. A cheque guarantee card is required. The customer is responsible for all bank/legal charges from dishonored cheques.
- Debit/Credit Card: Processed over the phone (must be arranged in advance).
- Please note: An additional 13.8% VAT charge applies to all online/card payments.
- DEEP CLEANING will not share customer card details with third parties.
- Authorization: The Customer agrees that any outstanding amount owed to DEEP CLEANING can be charged to the debit/credit card provided at booking.
- Late Payments: May be subject to additional charges.
- Collections: If payment is not made within 30 days of the invoice date, the account will be passed to a collections agency. A charge of 15% plus VAT on top of the initial invoice amount will be added to the debt. You agree, as part of this contract, to pay this sum, representing our reasonable costs in collecting unpaid amounts.
COMPLAINTS AND CLAIMS
- Reporting Deadline: Poor service, breakage/damage, or theft must be reported within 24 hours of the service date. Failure to do so results in no entitlement to refunds or recovery cleanings.
- Inspection: DEEP CLEANING requires the customer or their representative to be present at the beginning and end of the cleaning session for inspection and immediate correction if needed.
- Inventory Checks: If scheduled, an inventory check must commence no later than 24 hours after the cleaning job is completed.
- Complaint Response: DEEP CLEANING may take up to 7 working days to respond to a complaint.
- Invalid Complaints: Complaints based on Inventory Check reports filed more than 24 hours after the cleaning session will not be accepted.
- Reporting Methods: Complaints are accepted verbally (phone) or in writing (letter, e-mail, Fax). Must be reported on completion or within the following 24 hours.
- Fragile Items: All fragile and highly breakable items must be secured or removed by the customer.
- Liability Exclusions: Items excluded from liability include cash, jewelry, items of sentimental value (liability limited to present cash value), art, and antiques.
- Key Replacement: Locksmith/key replacement fees are paid only if keys are lost by our operatives, with a liability limit of £35 per household.
- Confidentiality: DEEP CLEANING agrees to keep all customer information confidential.
- Damage Resolution:
- In case of damage, DEEP CLEANING will repair the item at its cost.
- If repair is not possible, DEEP CLEANING will rectify the issue by crediting the customer with the item’s present actual cash value towards a like replacement from a DEEP CLEANING source, upon payment of the cleaning services rendered.
CUSTOMER SATISFACTION
- No Refunds: The customer understands they are not entitled to refunds.
- Re-Clean Policy: If not completely satisfied, DEEP CLEANING will re-clean unsatisfactory areas/items. The customer must allow the cleaner to return for this purpose.
- Presence Required: The customer must be present during the entire recovery-clean session.
- Re-Clean Limit: DEEP CLEANING reserves the right not to return a cleaner more than once for a re-clean.
LIABILITY
DEEP CLEANING reserves the right not to be liable for:
- Completing tasks not stated on our agreed task list.
- Cleaning jobs not completed due to lack of suitable cleaning detergents, lack of equipment in full working order, lack of hot water, or lack of power.
- Issues caused by a third party entering or being present at the customer’s premises during the cleaning process.
- Wear or discolouring of fabric becoming more visible once dirt has been removed.
- Failing to remove old/permanent stains and odours that cannot be removed using standard carpet cleaning methods.
- Existing damage or spillage that cannot be cleaned/removed completely using customer-provided detergents/equipment or standard carpet cleaning equipment.
- Any damages caused by faulty or not-in-full-working-order detergents/equipment supplied by the customer.
- DEEP CLEANING reserves the right to refuse the use of specific cleaning detergents if items require special cleaning methods.
CANCELLATION POLICY
(Note: Specific notice periods prior to cancellation are not detailed below, only the consequences)
1. End of Tenancy Cleaning:
- Customer agrees to pay 40% of the quote as a cancellation fee if a lock-out occurs due to:
- Cleaners being turned away.
- No one being home to grant access.
- No water or power available at the premises.
- Problems with customer’s keys (keys must open locks without special effort/skills).
- If an initial deposit was paid, the customer agrees it may be used to cover this cancellation fee.
2. One-Off Cleaning:
- Customer agrees to pay 40% of the quote as a cancellation fee if a lock-out occurs due to the same reasons listed above (turned away, no access, no water/power, key issues).
- Keys provided must open locks without special effort/skills.
- If an initial deposit was paid, the customer agrees it may be used to cover this cancellation fee.
3. Carpet and Upholstery Cleaning:
- Customer agrees to pay 40% of the quote as a cancellation fee if a lock-out occurs due to the same reasons listed above (turned away, no access, no water/power, key issues).
- Keys provided must open locks without special effort/skills.
- If an initial deposit was paid, the customer agrees it may be used to cover this cancellation fee.
- Disclaimer: We are not responsible for manufactured defects, fading, bleeding, or color change in carpets/upholstery.
