Terms and conditions

By placing an order either over the phone, fax, e mail or web site, customer has verbal or written agreement, and is bound to DEEP CLEANING’s Terms and Conditions.

SERVICES

100% Satisfaction Guarantee

Please note that refunds are not offered prior to a re-clean being accepted. If you are unhappy with any aspect of your cleaning, please contact us within 48 hours of your cleaning to schedule a re-clean of the areas that you were not satisfied with. Otherwise a re-clean will be considered denied. No refund will be offered if a re-clean is denied.

Pricing

We reserve the right to change the pricing or discounts if we see that your home’s circumstances are not typical, or if the incorrect booking options have been selected for your home.

Understanding

We know you are opening your door to us and are wondering what to expect. We guarantee our work, and ask if you have any issues with the services that you understand we are human and can miss small things from time to time. Please let us know and we will gladly return to re-clean the missed area as soon as we can, without too much inconvenience to you.

Pets

Please place any dogs in a room that is not being cleaned or in a dog crate, while our

cleaners are in your home. This allows us to focus on your cleaning and allows us to deliver the best cleaning possible without distractions.

Clutter

For us to be able to clean at a consistent pace and to keep your cleaning affordable we ask that if there is more than 5 items in a specific place that needs to be dusted/ cleaned then please have the items picked up so we can keep a consistent pace and continue to offer these rates for your services. If there is an area with 5 or more items then we will simply dust/clean around them as best as possible and they will not be moved. Please note: We do not offer organising services at this time.

Extreme Clutter

We have found when we figure the time it would take to for us to clean major cluttered areas that it will not fit in most peoples budget to pay us, and we cannot handle these kind of tasks is an efficient matter, so have chosen not to offer them as a service that we can perform.

Services We Do Not Offer

  1. Dish washing – (We will do a few if they’re there when we clean and you have the proper supplies for us.) We will put dishes into a dishwasher.
  2. Laundry or folding laundry
  3. Shopping or errands
  4. Pick up, moving or remove clutter (Defined as 5 or more items in any given area ie: books, boxes, mail, papers, clothes, rubbish

etc•)

  • High reaching windows
  • Heavy lifting over 251bs (Insurance requirements)
  • Cleaning of bodily fluids, toys, pet waste (including pet hair) or other bio-hazards (we do clean minor areas in bathrooms).
  • We also cannot step higher than the height of one chair. (Again for insurance reasons) END OF TENANCY CLEANING

DEEP CLEANING reserves the right to amend the initial quotation, should the client’s original requirements change.

If collection of keys is required from a location outside the postal code area of the cleaning scheduled, el 5 (excl. VAT). The customer understands that the price quoted is not a “package deal” and includes only cleaning labour.

Minimum duration of 4 hours per cleaning visit applies.

Customer agrees to provide a task list and all cleaning detergents and equipment (vacuum cleaner, mop, bucket and portable ladder) required to carry out the service, unless other arrangements have been made with DEEP CLEANING. All cleaning equipment provided by customer, should be safe and in full working order.

The sales advisors can only give a rough estimate of the duration of the cleaning service, which is based on a basic description of the customer’s house. Please note that duration may vary therefore a degree of flexibility is required.

If the customer does not have cleaning detergents, DEEP CLEANING will supply all necessary cleaning detergents for additional e3 per hour. This has to be requested at the time of the booking.

The customer is advised that an end of tenancy cleaning may take double the length of time required for a general cleaning. After Builders Cleaning, After Party Cleaning or Badly neglected homes may take up to three times longer than a well maintained home requiring general cleaning.

ONE-OFF CLEANING / SPRING CLEANING

DEEP CLEANING reserves the right to amend the initial quotation, should the client’s original requirements change. Minimum duration of 3 hours per cleaning visit applies.

Customer agrees to provide a list of tasks and all cleaning detergents and equipment needed for the required work, unless other arrangements have been made DEEP CLEANING. All cleaning equipment should be safe and in full working order.

If the customer does not have cleaning detergents, DEEP CLEANING will supply all necessary cleaning detergents for additional e2 per hour. This has to be requested at the time of the booking.

If collection of keys is required from a location outside the postal code area of the cleaning scheduled, e20 (excl. VAT). The customer understands that the price quoted is not a “package deal” and includes only cleaning labour.

The sales advisors can only give a rough estimate of the duration of the cleaning service, which is based on a basic description of the customer’s house. Please note that duration may vary therefore a degree of flexibility is required.

The customer is advised that an end of tenancy cleaning may take double the length of time required for a general cleaning. Post Construction/ After Builders Cleaning, Post Party Cleaning or Badly neglected homes may take up to three times longer than a well maintained home requiring general cleaning.

CARPET CLEANING & UPHOLSTERY

CLEANING

DEEP CLEANING reserves the right to amend the initial quotation, should the client’s original requirements change.

If the customer has a dog, cat or other hairy pet then an extra 30% charge will be added to the service price due to the extensive amount of animal hair slowing down the cleaning process.

If water extraction is required due to flooding 30% extra charge will be added to the service price.

The client understands that additional

Parking and Congestion charge may apply. All carpet/upholstery cleaning orders are subject to e60 (excl. VAT) minimum call out charge.

If collection of keys is required from a location outside the postal code area of the cleaning scheduled, e20 (excl. VAT).

MATTRESS CLEANING -HYGIENICTECH METHOD

DEEP CLEANING reserves the right to amend the initial quotation, should the client’s original requirements change.

All mattress cleaning orders are subject to e60 (excl. VAT) minimum call out charge. If collection of keys is required from a location outside the postal code area of the cleaning scheduled, £1 5 (excl. VAT). The client understands that additional Parking and Congestion charge may apply.

PAYMENTS

Payment is requested on completion on the day of the cleaning session.

Payment can be made in cash on completion of the service

Payment can be made by cheque on completion, please make the cheque payable to ‘DEEP CLEANING’. If paying by cheque, a cheque guarantee card is required and the customer will be responsible for all bank and legal charges resulting from a dishonored cheque.

Payment can be made with debit or credit card over the phone (This need to be made in advance). If payment is made by credit card 40/0 surcharge will apply. DEEP CLEANING will not share the customer’s card details with a third party.

The Customer agrees that any outstanding amount owed to DEEP CLEANING can be charged from the debit/credit card the customer has provided at the time of the booking.

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

If payment is not made after 30 days of invoice then the account will be passed to our collections agency, after which a charge of 1 5% plus Vat 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.

COMPLAINTS AND CLAIMS

The customer 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.

DEEP CLEANING requires the presence of the customer or his/hers representative in the beginning and at the end of the cleaning session as an inspection can be carried out and if any corrections, should be made on the same day.

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 been carried out.

DEEP CLEANING may take up to 7 working days to respond to a complaint.

DEEP CLEANING will not accept a complaint based on an Inventory check report, filed more than 24-hour after the cleaning session. Complaints are accepted verbally over the phone and in writing (letter, e mail or Fax). Complaints must be reported on completion or in the following 24-hour.

All fragile and highly breakable items must be secured or removed. Items excluded from liability are: cash, jewelry, items of sentimental value (the customer will be credited with the items present cash value), art and antiques.

Key replacement/locksmith fees are paid

only if keys are lost by our operatives. There is a e35 per household liability limit. DEEP CLEANING agrees to keep all customers’ information confidential. In case of damage DEEP CLEANING will repair the item at its cost. If the item cannot be repaired DEEP CLEANING will rectify the problem by crediting the customer with the item’s present actual cash value toward a like replacement from a DEEP CLEANING’s source upon payment of cleaning services rendered.

CUSTOMER SATISFACTION

Customer understands that he/she is not entitled to any refunds.

If the customer is not completely satisfied with a cleaning job, deep cleaning will reclean any areas and items to customer’s satisfaction. Therefore customer must allow the cleaner to be returned.

Customer must be present at all times during the recovery-clean. DEEP CLEANING reserves the right not to return a cleaner more than once.

LIABILITY

DEEP CLEANING reserves the right not to be liable for:

Completing tasks which are not stated on our task list;

Cleaning jobs not complete due to the lack of suitable cleaning detergents and/or equipment in full working order, hot water or power;

Third party entering or 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 provided by the customer cleaning detergents and equipment or standard carpet cleaning equipment;

Any damages caused by a faulty or not in full working order detergents/equipment supplied by the customer.

If the customer has got items which need special cleaning methods and special cleaning detergents, DEEP CLEANING reserves the right to refuse the provision of the cleaning detergents.

CANCELLATION

END OF TENANCY CLEANING:

prior to the scheduled appointment.

Customer 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 customer’s premises; or problem with customer’s keys.

If keys are provided they must open the lock without any special efforts or skills. If an initial deposit has been paid to DEEP CLEANING then the customer agrees that deposit funds may be used to cover the cancellation fee.

ONE-OFF CLEANING:

prior to the scheduled appointment.

Customer 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 customer’s premises; or problem with customer’s keys.

If keys are provided they must open the lock without any special efforts or skills. If an initial deposit has been paid to DEEP CLEANING then the customer agrees that deposit funds may be used to cover the cancellation fee.

CARPET AND UPHOLSTERY CLEANING:

prior to the scheduled appointment.

Customer 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 customer’s premises; or problem with customer’s keys.

If keys are provided they must open the lock without any special efforts or skills. If an initial deposit has been paid DEEP CLEANING then the customer agrees that deposit funds may be used to cover the cancellation fee. We Are Not responsible for manufactured defects, fading, bleeding or color change

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