Terms and Conditions
TERMS & CONDITIONS
When a customer agrees with a given quote and decides to proceed with booking a service regardless if it is via email, telephone or one of our website contact forms, he/she agrees with the following Terms & Conditions of Domestika Ltd (T/A South West Cleaners). We are registered in England and Wales under company number 11362118.
Please find below what are the Terms and conditions applicable after you book a Professional cleaning service in London with us.
Below you can read about the terms and conditions that apply when you book our professional cleaning services in London.
- Domestic Cleaning / One Off Cleaning
- Carpet & Upholstery Cleaning
- End of Tenancy / After Builders Cleaning
Definitions
1.1. In these Terms of Business, the following definitions are applicable:
“The Company”, “Us”, “We” – means
Domestika Ltd (T/A South West Cleaners)
“Cleaner” – this is the person providing cleaning services on behalf of our Company.
“Customer” – this is the person or corporate body together with any subsidiary or associated company as defined by the Companies Act 2006 to whom the cleaning services are provided by the Company.
“Services” – meaning the cleaning services carried out on the behalf of the Company.
“Cleaning Visit” – this is when a cleaner visits the customer`s property in order to provide the needed service.
1.2. Unless the context requires otherwise, reference to the singular include the plural and references to the masculine include the feminine and vice versa.
1.3. All titles included in these Terms are for convenience only and do not affect their interpretation
CONTRACT
2.1 These Terms and Conditions represent a contract between Domestika Ltd (T/A South West Cleaners) and the client.
2.2 The Customer accepts our Terms and Conditions if he/she has placed an order with us by telephone, live chat, email correspondence or website forms for request.
2.3 Unless otherwise agreed in writing by a director of the Company, these Terms and Conditions will prevail over any other terms of business or purchase conditions put forward by the Customer.
2.4 If not noted differently and in writing by a Manager of the Company, these Terms and Conditions takes over any other terms and conditions presented by the Customer.
COST
3.1. Clients (no matter if they did or did not sign a service contract with the Company) are to be charged £13 per hour for Regular Domestic Cleaning. Our required minimum timeslot is 3 hours per visit.
3.2. Clients (no matter if they did or did not sign a service contract with the Company) are to be charged £14 per hour for One Off Basic Cleaning. Our required minimum timeslot is 3 hours per visit.
VAT
4.1. All shown prices include VAT at 20%.
EQUIPMENT
5.1. All needed cleaning chemicals and equipment (like hoover, mop, bucket) should be provided by the client. All equipment must be checked and safe to operate with, in full working condition and must not require any special skills to be used for the purpose of cleaning.
5.2. If by any chance the equipment happens to be complicated to operate with, the client should provide simple and understandable instructions to the Cleaner.
5.3. If the Customer doesn’t have cleaning materials and chemicals, and he/she requests the Company/company operative to provide said items on their behalf, the Customer should be aware that a £2.00 per hour additional service fee will be added to the hourly rate mentioned above.
5.4. If the Customer needs us to provide the equipment, there will be an additional one off charge of £15.00 included in the cleaning service bill.
5.5. If the Customer has any special requirements/ tasks for the cleaner, we require a detailed written list to be provided before the cleaning service takes place. If the requirements are shared only verbally to the cleaner, then the Company cannot be responsible for any missed tasks.
PAYMENT
6.1 Payment is due in advance, before the cleaning session by cash, bank transfer/standing order or card payment.
6.2 Tipping will be welcome and really appreciated if the customer decides to do it, but It is not ‘’a must.’’
6.3 The Company has the right to add an additional fee for unpaid Invoices delayed more than 14 days and to change the rate of 8% per annum above the Bank of England base rate under the Late Payments Act.
6.4 If the Company is forced to pass the Customer’s account for collection to a third party then additional fee might be included in the outstanding amount by the debt collecting company.
6.5 The Company has the right to terminate any contract and charge additionally for a past service to reflect the balance of the standard rate if any misleading or false information was provided in order to receive a lower / discounted price or if the given general requirements for the service and its professional performance would not be possible.
REFUNDS
7.1. No refunds are possible after the service has been provided.
7.2. Refund will be provided only if the Customer cancels a cleaning service in up to 48 hours prior to the booked date and a payment has already been done to the Companies’ account.
7.3. Refund will be done if the cleaning technician failed to attend and provide a cleaning service, for which a payment was done in advance to our account.
CANCELLATION
8.1. The Customer agrees to cover the full payment for the cleaning service, if:
a) He/ she cancels the booking within less than 48 hours prior the booked day;
b) The Customer does not provide access to the property, meaning that this way he/she is preventing the Company to carry out the needed cleaning visit;
c) If there are keys to be provided to the team and there is a problem with opening all locks;
2. If the Customer needs to rearrange the cleaning service or time slot the Company will do its best to do so. However, usually a minimum of 48hours notice in advance is required. Please note that We cannot guarantee that the same cleaner/s will be available on the alternative day / time required. Any changes in the cleaning schedule are subject to availability.
8.3. Domestika Ltd (T/A South West Cleaners) works every day of the week, plus Bank Holidays. If the Customer’s cleaning service is due on a Bank Holiday and we were not notified to cancel the appointment 48 hours before the start of the session, the Customer agrees to and understands that the regular amount due for that cleaning service will be charged regardless of whether the cleaning operative has cleaned the Customer’s property or not.
EMPLOYMENT REFERRAL FEE
9.1. The Customer is to be charged an employment referral fee of £500.00 per person, if he directly employs (either legally or on a cash basis) anyone currently employed by the Company. The Customer agrees to cover this fee regardless if he notifies the Company of his actions or the Company discovers this employment independently at any time after it occurs.
The Customer further agrees to reimburse the Company for any and all collection or legal fees the Company incurs in collecting this fee.
CLAIMS
10.1. Our cleaners always strive not to damage/brake any personal items, but unfortunately accidents are possible. We always attempt to arrange similar / identical replacements but this cannot be guaranteed. Due to this, we always advice all personal monetary and sentimentally valuable items to be put away and not accessible for our cleaners to clean.
10.2. If there is a confirmed damage done by our cleaners, the Company will try to repair it /its value. If this cannot be done, we will resolve the issue by crediting the customer with the item`s cash value after a payment for the provided service was released.
10.3. The Company will not be held responsible for damaging any poor installations or any old/ worn out / already damaged items. Also all surfaces like granite, marble, wood and so on are presumed to be prepared for cleaning (sealed) without causing any harm.
10.4. A fee for a lost key can be covered only if this key was lost by our employee. A limit of £25 per location liability will be applied.
COMPLAINTS
11.1. If there is a complaint or a feedback to be provided – we require this to be done in writing (via email) and photographic evidence and clear description of the issues to be included. This should happen in a reasonable timeframe after the completion of the service (meaning up to 48 hours afterwards).
11.2. If a client of ours is not satisfied with the level of cleaning provided during the session, the Company kindly asks that the Customer shares it as soon as he notices any problems by calling 020 3841 5178 . Please do NOT wait until the end of the service itself.
11.3 According to Consumer Rights Act 2015, the service should be handled carefully and with the needed skills. But if it is against the Company`s requirements for a professional handling of the job, the Company won`t be responsible for any further issues.
LIABILITY
12.1. The Company will not be responsible under no circumstances for losses, expenses, damages, delays, costs or compensation (no matter if direct, indirect or consequential) that might be experienced by the Customer arising from or in any way connected with a delayed arrival of Company technicians at the appointment address. The Company strives to be always on time for all visits however, sometimes due to transport and other issues that are beyond the Company’s control, the Company operative’s may be delayed or the cleaning visit might need to be re-scheduled.
12.2. Our Company will not be responsible under any circumstances for losses, expenses, damages, delays, costs or compensation (no matter if direct, indirect or consequential) that may be experienced by the Customer arising from or in any way connected with:
– A cleaning service not complete because of the lack of adequate/enough cleaning chemicals, lack of electricity or hot water / equipment not in full proper working condition;
– Somebody entering or being at the Customer’s property during the cleaning process and compromising it;
-An existing / old damage / problem with Customer’s premises like of old stains, burns etc. that cannot be cleaned/removed completely by the operative using the Customer’s cleaning equipment and detergents and in accordance with the professional cleaning methods as described in the Company’s method statements;
– Any damages that are worth £50.00 or less than that.
12.3. The Company cannot be held responsible under any circumstances for losses, expenses, damages, delays, costs or compensation (no matter if direct, indirect or consequential) that may be experienced by the Customer if the Customer has an unpaid amount with the Company delayed with 14 days or more from the date when the payment was due.
SUPPLEMENTARY TERMS
13.1. If the Customer inquiries key/s to be taken by the Company’s operative from an address with a different Post code from the one of the Customer that needs cleaning, then a £10.00 fee will be added. The charge will cover only the pickup of key/s. If the key/s need to be returned back to the pickup address or any other address additional charge of £5.00 will apply.
13.2. The Company, can re-adjust its rates at any time if the Customer’s initial list of tasks changes.
13. Domestika Ltd (T/A South West Cleaners) saves the right to accordingly change the initial quotation, if the Customer’s original requirements change. If there is a difference bigger 10%, this will be discussed with the Customer prior to the start of the job.
13.4. If any estimates of how long it will take the cleaners to do the job required are being provided that is only an estimate based on the average time it takes to clean a property of similar size to the Customer’s, it being difficult to estimate precisely how long such tasks may take and that a degree of flexibility may be required. Please note that one off cleaning is likely to longer to complete due to longer periods between the cleaning sessions, the length of the list of cleaning tasks that are required if compared to the regular cleaning service of the same property.
13.5. The Customer is informed and accepts that the price he has been given for this type of service is not for a “package deal” and it does not include anything more than cleaning labour itself.
13.6. The Company will organise a replacement as soon as possible if an operative cannot attend to a scheduled visit. We will accordingly inform the Customer prior that. The time might vary due to the really short notice needed rearrangements.
13.7. After Construction Cleaning (After Builders Cleaning), Event Cleaning or very neglected properties are likely to take up to three times longer to be properly cleaned than a well maintained home. Because of that, the Company advises the Customer to directly inquire about After Builders Cleaning Service.
13.8. It is forbidden to the cleaners to hand wash any clothes that belong to the Customer. Our Company would like to note that our cleaners are allowed only to use a washing machine for such tasks.
13.9. All fragile and highly breakable items must be removed to a secure place.
13.10. The cleaners are forbidden to use and apply bleach or bleach containing products. We advise You to avoid buying such products for the cleaners. The Company will not be responsible under any circumstances for damages to the property caused by bleach containing products.
13.10.1 If the client has any special requirement this should be pointed in advance. Also if there are any allergies or intolerances to the detergents or their content, we should be noted in advance about that.
13.11. Domestika Ltd (T/A South West Cleaners) reserves the right to make any changes to any part of these Terms and Conditions without giving any prior notice. The Company may add to or alter these Terms and Conditions from time to time and any alterations or additions will apply to new business but not to existing contracts. Please refer to your copy of these Terms and Conditions.
REFERRAL CREDIT
14.1. Every Customer of the Company will receive a one-time credit of £10.00 for referring our upholstery cleaning service to another Customer. Credit will be issued after we receive cleared funds from the new Customer.
LAW
15.1 These Terms are governed by the laws of England and Wales, and are subject to the exclusive jurisdiction of the Courts of England, and Wales.
15.2 These Terms and Conditions are in regulation of the Consumer Rights Act 2015 and are not in imbalance in the parties’ rights or obligations under the contract.
15.3 The Terms are transparent for the purposes and expressed in plain and intelligible language and are legible.
15.4 The Terms are prominent for the purposes of the section and brought in such a way that a consumer would be aware of them.
Definitions
1.1. In these Terms of Business, the following definitions apply:
“The Company”, “We”, “Us” – means
Domestika Ltd (T/A South West Cleaners)
“Cleaner”, “Cleaning Operative” – meaning the person or firm / contractor providing cleaning service on behalf of the Company.
“Customer” – this is somebody or a corporate body together with any subsidiary or related company as defined by the Companies Act 2006 to whom the cleaning service are supplied by the Company.
“Customer’s Address” – meaning the address where the Customer inquired the cleaning service to be provided.
“Service”, “Professional Carpet Steam Cleaning”, “Professional Upholstery Steam Cleaning”– means the cleaning services provided on behalf of the Company.
“Cleaning Visit” – this is when a cleaner goes to the customer`s property in order to provide the needed service.
1.2. DEFINITIONS
1.2. Unless the context requires otherwise, reference to the singular include the plural and references to the masculine include the feminine and vice versa.
1.3. All titles included in these Terms are for convenience only and do not affect their interpretation.
CONTRACT
2.1 These Terms and Conditions are to be used as a contract between Domestika Ltd (T/A South West Cleaners) and the Customer.
2.2 All included in this agreement should make sure that all responsibilities are undertaken in terms of all statutory regulations and codes of conduct.
2.3 The Customer accepts our Terms and Conditions if he/she has placed an order with us by telephone, live chat, email correspondence or website forms for request.
2.4 If not noted differently and in writing by a Manager of the Company, these Terms and Conditions takes over any other terms and conditions presented by the Customer.
2.5 No other different form of these Terms and Conditions will be accepted unless approved in writing by a manager of the Company.
QUOTATIONS
3.1. The price for a carpet cleaning service is calculated either per square meter or depending on the different rooms sizes and the fabric of the carpet.
3.2. The Company provides a quote after a request from the customer and this quote could be accepted for a period of 30 days after creating it initially.
3.3. We have the right to accordingly change / amend the provided quotation if the customer changes his/her requirements.
3.4. If the difference in price Is more than 10%, this will be discussed with the customer before starting the job.
VAT
4.1. All prices that are displayed are with already included VAT.
EQUIPMENT
5.1. All necessary cleaning chemicals and equipment will be provided by our company.
5.2. It is a responsibility of the customer to provide running hot water and electricity in the property where the service should be provided.
PAYMENT
6.1 The payment has to be covered by one of the possible options – cash, card or by bank transfer prior the cleaner leaves the property of the customer.
6.2 Tipping will be welcome and really appreciated if the customer decides to do it, but It is not ‘’a must.’’
6.3 The Company has the right to add an additional fee for unpaid Invoices delayed more than 14 days and to change the rate of 8% per annum above the Bank of England base rate under the Late Payments Act.
6.4 A service / contract can be cancelled and back charged additionally if false or misleading / untrue information was provided to receive a discounted price or if the service is not possible to be provided by some reason.
6.5 If a service was re-arranged, the payment for it should be covered in up to 14 days after the invoiced date.
6.6 The amount due or the amount per hour (if the service is charged that way) must remain the same as the company / it`s representative provided it and it mustn`t be changed or deducted by the customer under any circumstances.
CANCELLATION
7.1. The customer has the right to cancel a booking with 48 hours notice in advance for that. In case the service was booked on a short notice with less than 48 hours until it takes place, the client cannot cancel the booking. If the service is cancelled with less than 48 hours notice, the company requires a cancellation fee equalled to 30% of the price. But if this service is being re-scheduled for another date/time, no fee will be applied.
7.2. The Company can apply an administration fee which is £70.00 or 30% of the service`s price (depending on the cancellation timing) if there is less than 48 hours notice.
7.3. The client is requested to pay the full price of the service in case:
7.3.1 Our team / cleaners are not given access to the customer`s property that is not their fault. If the team / cleaners are stopped / prevented of doing their job. If there are keys to be provided to the team and there is a problem with opening all locks;
7.3.2 In case the customer decides to re-schedule the service after our representative arrives onsite, travel expenses must be covered by the client.
7.4. If a change in the date or time of the booked service is needed by the client, the Company will do everything that is possible to comply with that, however any changes needed should be requested 48 hours prior the day of the booking and are subject of availability.
REFUNDS
8.1. A Refund can be issued/approved only if:
8.1.1 The Customer decided to cancel a service and gave the needed notice of at least 48 hours before the service took place.
8.1.2 A cleaner / team did not provide the booked service due to a reason that is not the customer`s responsibility.
8.1.3 According to Consumer Rights Act 2015 a price reduction is possible if a repeated visit cannot be arranged in an acceptable period – this equals to 14 business days after the completion of the initial service.
COMPLAINTS
9.1. If there is a complaint or a feedback to be provided – we require this to be done in writing (via email) and photographic evidence and clear description of the issues to be included. This should happen in a reasonable timeframe after the completion of the service (meaning up to 48 hours afterwards).
9.2. All cleaning services are considered satisfactory unless a written complaint in a reasonable timeframe after the service completion (48 hours) is received. If such is received – the Company will lead a full investigation to resolve the problem to a satisfactory level for the customer if possible or at least to a reasonable level.
9.3. The client accepts to let the Company in again to do a re-clean or to repair any missed/damaged areas / items, before trying to clean himself or trying to organise a different company to provide cleaning or repair services for the discussed matter. If the client fails to do so, the Company will consider the problem as settled.
9.4 As per the Consumer Rights Act 2015, a second attempt for the same service can be requested if it is proven reasonable and if it is not against the Company’s requirements for a professional performance of the service.
9.5 According to Consumer Rights Act 2015, the service should be handled carefully and with the needed skills. But if it is against the Company`s requirements for a professional handling of the job, the Company won`t be responsible for any further issues.
CLAIMS
10.1. The client confirms that in accordance to the specifics of the cleaning services the Company is able to guarantee correction of any reported issues only if they were addressed within 48 hours after the completion of the cleaning. If this condition was not met, the Customer cannot inquire for a second complimentary visit to resolve the problems.
10.2. It is possible the Company to require access to the property on a very short notice in order to resolve the problem.
10.3. The Customer is requested to check the work done by our team straight after its completion in order to rectify any issues immediately while still on site, so the Customer`s expectations could be fully met.
10.4. If the Client or someone authorised by him is not at the property after the service`s completion to double check the work provided, then no claims regarding cleaning issues can be addressed.
10.5. If the Customer sends / authorises a third party to check the cleaning standard, then the Company should be advised on that before the completion of the cleaning.
10.6. If a third party inspected or failed to inspect the property straight after the cleaning was done, then our Company cannot be responsible for any pointed issues not mentioned on time.
10.7. If the Client requests any adjustments to be made or requires any type of refund, this must be taken directly to Us and it is a subject of approval.
10.8. The customer cannot stop a payment issued by his card or to decline a Bank transfer payment.
10.9. Our cleaners always strive not to damage/brake any personal items, but unfortunately accidents are possible. We always attempt to arrange similar / identical replacements but this cannot be guaranteed. Due to this, we always advice all personal monetary and sentimentally valuable items to be put away and not accessible for our cleaners to clean.
10.10. If there is a confirmed damage done by our cleaners, the Company will try to repair it /its value. If this cannot be done, we will resolve the issue by crediting the customer with the item`s cash value after a payment for the provided service was released.
10.11. The Company will not be held responsible for damaging any poor installations or any old/ worn out / already damaged items. Also all surfaces like granite, marble, wood and so on are presumed to be prepared for cleaning (sealed) without causing any harm.
10.12. If the customer has an outstanding balance with use, delayed with more than 14 days, no claims can be forwarded.
LIABILITY
11.1 Our Company will not be responsible under any circumstances for losses, expenses, damages, delays, costs or compensation (no matter if direct, indirect or consequential) that may be experienced by the Customer arising from or in any way connected with:
11.1.1 Being unable to provide services because of factors that are not in its control. This includes acts of floods, severe weather condition, and inability to get access to the property, lack of appropriate resources, such as (hot) water, electricity, and lighting;
11.1.2 Delay with the arrival of the Company’s cleaners at the arranged address. Our teams always strive to be straight on time on all appointments but sometimes due to travel issues and other problems which are not in the Company’s control, the Company’s cleaners might arrive with a delay or the cleaning visit might need to be re-scheduled.
11.1.3 An old damage to Customer’s property like old stains/burns/spillages etc. that cannot be cleaned/removed completely by the cleaners using the professional cleaning methods;
11.1.4 Unsatisfactory outcome of the cleaning services because the Customer or third party walked on wet floors or used appliances during or shortly after the cleaning service;
11.2. The Company cannot be held responsible for damages worth £40.00 or less.
11.3. The Company will not be held responsible for any odours arising during and/or after cleaning service when this is due to factors such as, lack of ventilation, and/or appropriate heating.
11.4. The Company cannot be held responsible under any circumstances for losses, expenses, damages, delays, costs or compensation (no matter if direct, indirect or consequential) that may be experienced by the Customer if the Customer has an unpaid amount with the Company delayed with 14 days or more from the date when the payment was due.
SUPPLEMENTARY TERMS
12.1. If the Customer inquiries key/s to be taken by the Company’s operative from an address with a different Post code from the one of the Customer that needs cleaning, then a £10.00 fee will be added. The charge will cover only the pickup of key/s. If the key/s need to be returned back to the pickup address or any other address additional charge of £5.00 will apply.
12.2. If any estimates of how long it will take the cleaners to do the job required are being provided that is only an estimate based on the average time it takes to clean a property of similar size to the Customer’s, it being difficult to estimate precisely how long such tasks may take and that a degree of flexibility may be required.
12.3. The clearing of debris left by tradesman or building work is not part of the quotation unless otherwise stated.
12.4. Our cleaners are able to move furniture however, Due to Health and Safety regulations a cleaner will attempt to move only furniture that require no more than one person to do so.
12.5. The Company will organise a replacement as soon as possible if an operative cannot attend to a scheduled visit. We will accordingly inform the Customer prior that. The time might vary due to the really short notice needed rearrangements.
12.6. All fragile and highly breakable items must be secured or removed.
12.7. The Customer must make sure that all valuables are stored away when the work is being done and that the property is supervised by the Customer or his representative at all times during the course of the work. The Company will not be held responsible for the Customers failure to comply with this obligation.
12.8. The provisions of this contract are not intended to confer any benefit upon Third parties and the provisions of the Contracts (Rights of Third Parties) Act 1999, are hereby expressly excluded from this agreement.
12.9. The Company reserves the right to make any changes to any part of these Terms and Conditions without giving any prior notice. The Company may add to or alter these Terms and Conditions from time to time and any alterations or additions will apply to new business but not to existing contracts. Please refer to your copy of these Terms and Conditions.
REFERRAL CREDIT
13.1. Every Customer of the Company will receive a one-time credit of £10.00 for referring our upholstery cleaning service to another Customer. Credit will be issued after we receive cleared funds from the new Customer.
LAW
14.1 These Terms are governed by the laws of England and Wales, and are subject to the exclusive jurisdiction of the Courts of England, and Wales.
14.2 These Terms and Conditions are in regulation of the Consumer Rights Act 2015 and are not in imbalance in the parties rights or obligations under the contract.
14.3 The Terms are transparent for the purposes and expressed in plain and intelligible language and are legible.
14.4 The Terms are prominent for the purposes of the section and brought in such a way that a consumer would be aware of them.
1.3. The Headings contained in these Terms are for convenience only and do not affect their interpretation.
CONTRACT
2.1 These Terms and Conditions represent a contract between Domestika Ltd (T/A South West Cleaners) and the Customer.
2.2 Both parties will ensure that their respective responsibilities under this agreement are undertaken in compliance with all statutory regulations and codes of conduct.
2.3 The Customer agrees that any use of the Company’s cleaning service, including placing an order for services by phone, live chat, email, website forms will constitute the Customer’s acceptance of these Terms and Conditions.
2.4 Unless otherwise agreed in writing by a manager of the Company, these Terms and Conditions will prevail over any other terms of business or purchase conditions put forward by the Customer.
2.5 No variation or alteration of these Terms and Conditions will be valid unless approved in writing by a manager of the Company.
QUOTATIONS
3.1. Carpet cleaning service is charged per square meter or national average room sizes taking into account the type of carpet fibres.
3.2. All quotations are given by the Company following a request by the Customer and will remain open to acceptance for a period of 30 days from their date.
3.3. We reserve the right to amend the initial quotation, should the Customer’s original requirements change.
3.4. Differences in excess of 10% will be discussed with the Customer prior to the start of the work.
VAT
4.1. Any shown prices include VAT.
EQUIPMENT
5.1. The Company will be equipped with all cleaning supplies and carpet cleaning equipment required to provide the cleaning services.
5.2. The Customer has to provide running / hot water and electricity at the premises where the cleaning services take place.
PAYMENT
6.1 The Customer should pay by cash, card or Bank Transfer before the cleaner leaves the address of the cleaning.
6.2 Tipping will be welcome and really appreciated if the customer decides to do it, but It is not ‘’a must.’’
6.3 The Company has the right to add an additional fee for unpaid Invoices delayed more than 14 days and to change the rate of 8% per annum above the Bank of England base rate under the Late Payments Act.
6.4 The Company has the right to terminate any contract and charge additionally for a past service to reflect the balance of the standard rate if any misleading or false information was provided in order to receive a lower / discounted price or if the given general requirements for the service and its professional performance would not be possible.
6.5 If any alternative arrangements were made, the Customer is obligated to make payment within 14 days of the invoice date.
6.6 The rates of payment by the Company will be as agreed between the Company and the Customer, or his representative. The Customer does not have the right to make any reductions or retention from the amount due for any invoice.
CANCELLATION
7.1. The Customer has the right to cancel a scheduled service by giving at least 48 hours notice in advance in writing. If the service is booked with less than 48-hours from when it takes place, the Client no more has the right to cancel the booking. If still the service needs to be cancelled, the company requires a 30% cancellation fee to be covered. If the Customer reschedules the service to a different day or time, no cancellation/rescheduling fee will be requested.
7.2. There is an administration fee for cancellation equal to £70.00 or 30% of the cleaning service total (depending on the cancellation period) in less than 48 hours notice.
7.3. The Customer must pay the full price of the booked service if:
7.3.1 The team arrives at the Customer’s address and is not able to access to the Customer’s property, through no fault of the Company. If the customer or third-party have not allowed the cleaners to do their job or if keys are provided, they should be able to open all locks without any special efforts or skills;
7.3.2 If the Customer reschedules / cancels the service after the arrival of the Cleaning technician, he/she should cover the travel expenses.
7.4. If the cleaning service or time have to be changed, the Company will do so. Any changes to booked cleaning service are subject to a 48 hours notice in advance and availability.
REFUNDS
8.1. Refund will be issued only in the following cases:
8.1.1 The Customer cancelled a cleaning service within the needed notice of 48 hours in advance before the start of the cleaning service;
8.1.2 A cleaner failed to provide a service for reasons beyond the Customer’s responsibility.
8.1.3 According to Consumer Rights Act 2015 a price reduction can be issued only if a repeat performance cannot be organised from the Company within a reasonable time frame, which is equal to 14 business days after the completion of the service.
COMPLAINTS
9.1. We request all kinds of complaints or feedback to be provided in writing by email and to include photographic evidence and detailed description of the issue after a reasonable time of the cleaning service’s completion. The client must ensure that all details are provided in an understandable and complete manner. Due to the nature of the service, reasonable time means up to 48 hours upon completion of the service.
9.2. All cleaning services are considered provided to the Customer’s satisfaction unless a written complaint is received within reasonable time after our service’s completion. We will fully investigate any complaints and try to resolve them to the satisfaction of the Customer, or alternatively to a reasonable standard.
9.3. The Customer agrees to let the Company back to re-clean any missed areas or repair damaged items, before making any attempts to clean those areas himself or arranging another provider to do a cleaning or repair service to rectify the issue. Failure to do so will be considered that the issue is settled.
9.4 According to Consumer Rights Act 2015 a repeat performance can be requested only if reasonable and is not in conformity with our requirements for a professional performance of the service.
9.5 Further to Consumer Rights Act 2015, the service should be performed with reasonable care and skills, however if it is in conformity with our requirements for a professional performance of the service or the requested cleaning service is inapposite for the situation, the company will not be liable for any future issues.
CLAIMS
10.1. The Customer is aware that because of the nature of the cleaning services the Company guarantees only to rectify any problems noted within reasonable time frame equal to 48 hours upon completion of the cleaning services. Failure to do so will not be in favour of the Customer.
10.2. We may require entry to the property of the claim on a very short notice in order to resolve the problem that accured.
10.3. The Customer has to check the work done immediately after the cleaning service is done and to point out any noticeable issues while the team is still on site. The cleaners will provide additional work needed to the Customer’s complete satisfaction.
10.4. If the Customer or any third party instructed by the Customer is not present at the time of completion of the cleaning services to inspect the work then no claims regarding any cleaning issues can be made.
10.5. If the Customer arranges someone else to inspect the final result of the cleaning service, then the Company should be aware of that before completion of the service.
10.6. In case that the person checking the standard of cleaning fails to point out any issues while inspecting, then the Company would not be held responsible for rectifying any outstanding cleaning issues not mentioned by the third party.
10.7 If any refunds or rearrangement are requested, they have to be pointed to Us directly and are subject to approval.
10.8. The Customer cannot and does not have the right to stop payment on his card or a Bank Transfer payment.
10.9. All of or cleaners do their job with care, however accidents unfortunately happen sometimes. The Company will always try to arrange Identical replacement, but this cannot be guaranteed. This is why we require all items with monetarily or sentimentally valuable to be stored away not accessible to the cleaners to clean.
10.10. In case that there is a damage, proven to be caused by the cleaners, the Company will do its best to repair the item at its cost. If this cannot happen, we will rectify the problem by crediting the client with the item’s present actual cash value toward a like replacement from a Company’s source upon a full payment of the cleaning service provided.
10.11. Our Company cannot be responsible for any damage due to faulty and/or improper installation of any item also old/worn out/damaged items. All surfaces (i.e., marble, granite, wood etc.) are assumed sealed and ready to clean without causing harm.
10.12. No claims will be taken into consideration if the Customer has an unpaid amount to us delayed with more than 14 days.
LIABILITY
11.1. The Company will not be responsible in any case for any loss, expenses, damages, delays, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Customer in regards to:
11.1.1 Obstruction to provide its services because of factors that are not its fault. Factors beyond its control means acts of floods, severe weather condition, and inability to gain access to premises, lack of appropriate resources, such as water, electricity, and lighting;
11.1.2 Delay of the arrival of Company’s representatives at the service address. The Company always strives to be right on time on any visit but sometimes due to unfortunate transport related and other problems which are beyond the Company’s control, the Company’s cleaners may arrive with a delay or the cleaning visit may be re-scheduled.
11.1.3 An old damage to Customer’s property in the form of already present stains/burns/spillages etc. which could not be cleaned/removed completely by the cleaners using the industry standard professional cleaning methods;
11.1.4 Unsatisfactory result from the cleaning services due to the Customer or third party compromising the work by walking on wet floors or using appliances during or shortly after the cleaning process;
11.2. The Company will not be responsible for any damages worth £40.00 or less than that.
11.3. The Company will not be held responsible for any problems during and/or after the cleaning service has been provided when this is because of factors such as, lack of ventilation, and/or appropriate heating.
11.4. The Company won`t be responsible under any conditions for any losses, expenses, damages, delays, costs or compensation (whether direct, indirect or consequential) that may appear for the Customer if the Customer has an unpaid amount due to Us aged 14 days or more from the date the payment was due.
SUPPLEMENTARY TERMS
12.1. If the Client inquires key/s to be collected by the Company’s technician from an address different of the Post code of the Customer’s address that needs cleaning, then £10.00 charge will be applicable. This will cover only the pickup of the key/s. If they need to be returned back to the pickup address or any other address, then another charge of £5.00 will apply.
12.2. If our representatives gave an approximate duration for how long the service will take to be finished, this can be taken only as an example/estimate. It is not a precise timing due to fact that each property is in a different condition and flexibility is required.
12.3. The quotation does not include the disposal of debris left by tradesman or building work unless otherwise noted.
12.4. Our technicians are able to move furniture, however as per Health and Safety regulations a cleaner will attempt to move only furniture that are not too heavy and require no more than one person to do so.
12.5. The Company is responsible to organise a replacement as soon as possible if an operative is unable to attend to a scheduled visit and will notify the Customer in advance, before the visit. The time may vary due to the last minute needed rearrangements.
12.6. We always advice that all fragile and highly breakable items must be secured or removed in order to avoid any damage.
12.7. The Customer has to make sure that all valuables are moved away when the cleaning is provided and that the property is observed by the Customer or a person authorised by him at all times during the time being of when the work is provided. The Company will not be responsible for the Customers failure to comply with this obligation.
12.8. The provisions of this contract are not intended to satisfy or benefit upon Third parties and the provisions of the Contracts (Rights of Third Parties) Act 1999, are hereby expressly excluded from this agreement.
12.9. The Company saves the right to make any kinds of changes to any part of these Terms and Conditions without giving any prior notice. The Company may add to or alter these Terms and Conditions from time to time and any alterations or additions will apply to new business but not to existing contracts. Please refer to your copy of these Terms and Conditions.
REFERRAL CREDIT
13.1. All Customers of our Company are eligible to receive a one-time credit of £10.00 for referring our Carpet/Upholstery cleaning service to another Customer. The credit will be issued after we receive the first funds from the new Customer.
LAW
14.1 These Terms are governed by the laws of England and Wales, and are subject to the exclusive jurisdiction of the Courts of England, and Wales.
14.2 These Terms and Conditions are in regulation of the Consumer Rights Act 2015 and are not in imbalance in the parties’ rights or obligations under the contract.
14.3 The Terms are transparent for the purposes and expressed in plain and intelligible language and are legible.
14.4 The Terms are prominent for the purposes of the section and brought in such a way that a consumer would be aware of them.
Definitions
1.1. In these Terms of Business, the following definitions apply:
“The Company”, “Us”, “We” – means
Domestika Ltd (T/A South West Cleaners)
“Cleaner”, “Cleaning Operative” – meaning the person or firm / contractor providing cleaning service on behalf of the Company.
“Customer” – this is somebody or a corporate body together with any subsidiary or related company as defined by the Companies Act 2006 to whom the cleaning service are supplied by the Company.
“Customer’s Address” – meaning the address where the Customer inquired the cleaning service to be provided.
“Service”, “End of Tenancy Cleaning”, “EOT”, “Move In / Out Cleaning”, Deep Cleaning, After builders cleaning” – This means the cleaning service organised and completed by the Company.
“Cleaning Visit” – this is when a cleaner goes to the customer`s property in order to provide the needed service.
1.2. Unless the context requires otherwise, reference to the singular include the plural and reference to the masculine include the feminine and vice versa.
1.3. All titles included in these Terms are for convenience only and do not affect their interpretation.
CONTRACT
2.1 These Terms and Conditions are to be used as a contract between Domestika Ltd (T/A South West Cleaners) and the Customer.
2.2 All included in this agreement should make sure that all responsibilities are undertaken in terms of all statutory regulations and codes of conduct.
2.3 The Customer accepts our Terms and Conditions if he/she has placed an order with us by telephone, live chat, email correspondence or website forms for request.
2.4 If not noted differently and in writing by a Manager of the Company, these Terms and Conditions takes over any other terms and conditions presented by the Customer.
2.5 No other different form of these Terms and Conditions will be accepted unless approved in writing by a manager of the Company.
QUOTATIONS
3.1. End of Tenancy Cleaning – the price is formed based on the job`s current condition, number of rooms, bathrooms, WCs, shower rooms and en-suites. Please note that this is not an hourly rated service and the number of cleaners arriving to your property may vary. The number of cleaners in a team also cannot affect the initially quoted price and quality.
3.2 The price that was provided does not include additional services like: carpet and upholstery steam cleaning, washing of dishes, dusting books, cleaning walls/ceilings, cleaning balconies/terraces, cleaning patios/gardens/, external part of the windows or any external areas. All of the mentioned above are quoted separately.
3.3. The national average room sizes are used in order to calculate the quotations over the phone.
3.4. The Company provides a quote after a request from the customer and this quote could be accepted for a period of 30 days after creating it initially.
3.5. We have the right to accordingly change / amend the provided quotation if the customer changes his/her requirements.
3.6. If the difference in price Is more than 10%, this will be discussed with the customer before starting the job.
VAT
4.1. All prices that are displayed are with already included VAT.
EQUIPMENT
5.1. The Company provides all needed cleaning materials and chemicals needed in order to provide a professional service. We can also provide all cleaning equipment for an additional charge of £20.
5.2. The Customer is obligated to provide running (hot) water, electricity and good lightning in the property where the service will be provided.
PAYMENT
6.1 The payment has to be covered by one of the possible options – cash, card or by bank transfer prior the cleaner leaves the property of the customer.
6.2 Tipping will be welcome and really appreciated if the customer decides to do it, but It is not ‘’a must.’’
6.3 The Company has the right to add an additional fee for unpaid Invoices delayed more than 14 days and to change the rate of 8% per annum above the Bank of England base rate under the Late Payments Act.
6.4 A service / contract can be cancelled and back charged additionally if false or misleading / untrue information was provided to receive a discounted price or if the service is not possible to be provided by some reason.
6.5 If a service was re-arranged, the payment for it should be covered in up to 14 days after the invoiced date.
6.6 The amount due by the Company will be as agreed initially between the Company and the Customer. It must remain the same as the company / it`s representative provided it and it mustn`t be changed or deducted by the customer under any circumstances.
CANCELLATION
7.1. The customer has the right to cancel a booking with 48 hours notice in advance for that. In case the service was booked on a short notice with less than 48 hours until it takes place, the client cannot cancel the booking. If the service is cancelled with less than 48 hours notice, the company requires a cancellation fee equalled to 30% of the price. But if this service is being re-scheduled for another date/time, no fee will be applied.
7.2. The Company can apply an administration fee which is £70.00 or 30% of the service`s price (depending on the cancellation timing) if there is less than 48 hours notice.
7.3. The client is requested to pay the full price of the service in case:
7.3.1 Our team / cleaners are not given access to the customer`s property that is not their fault. If the team / cleaners are stopped / prevented of doing their job. If there are keys to be provided to the team and there is a problem with opening all locks;
7.3. In case the customer decides to re-schedule the service after our representative arrives onsite, travel expenses must be covered by the client.
7.4. If a change in the date or time of the booked service is needed by the client, the Company will do everything that is possible to comply with that, however any changes needed should be requested 48 hours prior the day of the booking and are subject of availability.
REFUNDS
8.1. No refunds are possible once the cleaning service has been completed.
8.2. Refund can be issued/approved only if:
8.2.1 The Customer decided to cancel a service and gave the needed notice of at least 48 hours before the service took place.
8.2.2 A cleaner / team did not provide the booked service due to a reason that is not the customer`s responsibility.
8.2.3 According to Consumer Rights Act 2015 a price reduction is possible if a repeated visit cannot be arranged in an acceptable period – this equals to 14 business days after the completion of the initial service.
COMPLAINTS
9.1. The cleaning service is considered satisfactory unless noted otherwise in writing. If there is a complaint or a feedback to be provided – we require this to be done in writing (via email) and photographic evidence and clear description of the issues to be included. This should happen in a reasonable timeframe after the completion of the service (meaning up to 48 hours afterwards), or 7 days (if the service was an End Of Tenancy cleaning). The Company will lead a full investigation to resolve the problem to a satisfactory level for the customer if possible or at least to a reasonable level.
9.2. The client accepts to let the Company in again to do a re-clean or to repair any missed/damaged areas / items, before trying to clean himself or trying to organise a different company to provide cleaning or repair services for the discussed matter. If the client fails to do so, the Company will consider the problem as settled.
9.3 As per the Consumer Rights Act 2015, a second attempt for the same service can be requested if it is proven reasonable and if it is not against the Company’s requirements for a professional performance of the service.
9.4 According to Consumer Rights Act 2015, the service should be handled carefully and with the needed skills. But if it is against the Company`s requirements for a professional handling of the job, the Company won`t be responsible for any further issues.
CLAIMS
10.1. The client confirms that in accordance to the specifics of the cleaning services the Company is able to guarantee correction of any reported issues only if they were addressed within 7 days (for End of Tenancy cleaning) and 48 hours (for After Builders Cleaning) after the completion of the cleaning. If this condition was not met, the Customer cannot inquire for a second complimentary visit to resolve the problems.
10.2. The Company might need access to the premises of the claim to rectify the problem.
10.3. The Customer is requested to check the work done by our team straight after its completion in order to rectify any issues immediately while still on site, so the Customer`s expectations could be fully met.
10.4. If the Client or someone authorised by him is not at the property after the service`s completion to double check the work provided, then no claims regarding cleaning issues can be addressed.
10.5. If the Customer sends / authorises a third party to check the cleaning standard, then the Company should be advised on that before the completion of the cleaning.
10.6 If a third party inspected or failed to inspect the property straight after the cleaning was done, then our Company cannot be responsible for any pointed issues not mentioned on time.
10.7. If the Client requests any adjustments to be made or requires any type of refund, this must be taken directly to Us and it is a subject of approval.
10.8. The customer cannot stop a payment issued by his card or to decline a Bank transfer payment unless the Company fails to meet the requirements shown in part 13.
10.9. Our cleaners always strive not to damage/brake any personal items, but unfortunately accidents are possible. We always attempt to arrange similar / identical replacements but this cannot be guaranteed. Due to this, we always advice all personal monetary and sentimentally valuable items to be put away and not accessible for our cleaners to clean.
10.10. If there is a confirmed damage done by our cleaners, the Company will try to repair it /its value. If this cannot be done, we will resolve the issue by crediting the customer with the item`s cash value after a payment for the provided service was released.
10.11. The Company will not be held responsible for damaging any poor installations or any old/ worn out / already damaged items. Also all surfaces like granite, marble, wood and so on are presumed to be prepared for cleaning (sealed) without causing any harm.
10.12 If the customer has an outstanding balance with use, delayed with more than 14 days, no claims can be forwarded.
LIABILITY
11.1. Our Company will not be responsible under any circumstances for losses, expenses, damages, delays, costs or compensation (no matter if direct, indirect or consequential) that may be experienced by the Customer arising from or in any way connected with:
11.1.1 Being unable to provide services because of factors that are not in its control. This includes acts of floods, severe weather condition, and inability to get access to the property, lack of appropriate resources, such as (hot) water, electricity, and lighting;
11.1.2 Delay with the arrival of the Company’s cleaners at the arranged address. Our teams always strive to be straight on time on all appointments but sometimes due to travel issues and other problems which are not in the Company’s control, the Company’s cleaners might arrive with a delay or the cleaning visit might need to be re-scheduled.
11.1.3 An old damage to Customer’s property like old stains/burns/spillages etc. that cannot be cleaned/removed completely by the cleaners using the professional cleaning methods;
11.1.4 Unsatisfactory outcome of the cleaning services because the Customer or third party walked on wet floors or used appliances during or shortly after the cleaning service;
11.2. The Company cannot be held responsible under any circumstances for losses, expenses, damages, delays, costs or compensation (no matter if direct, indirect or consequential) that may be experienced by the Customer if the Customer has an unpaid amount with the Company delayed with 14 days or more from the date when the payment was due.
SUPPLEMENTARY TERMS
12.1. If the Customer inquiries key/s to be taken by the Company’s operative from an address with a different Post code from the one of the Customer that needs cleaning, then a £10.00 fee will be added. The charge will cover only the pickup of key/s. If the key/s need to be returned back to the pickup address or any other address additional charge of £5.00 will apply.
12.2 If any estimates of how long it will take the cleaners to do the job required are being provided that is only an estimate based on the average time it takes to clean a property of similar size to the Customer’s, it being difficult to estimate precisely how long such tasks may take and that a degree of flexibility may be required.
12.3. The clearing of debris left by tradesman or building work is not part of the quotation unless otherwise stated.
12.4. Our cleaners are able to move furniture however, Due to Health and Safety regulations a cleaner will attempt to move only furniture that require no more than one person to do so.
12.5. The Company will organise a replacement as soon as possible if an operative cannot attend to a scheduled visit. We will accordingly inform the Customer prior that. The time might vary due to the really short notice needed rearrangements.
12.6. All fragile and highly breakable items must be secured or removed.
12.7. The Customer must make sure that all valuables are stored away when the work is being done and that the property is supervised by the Customer or his representative at all times during the course of the work. The Company will not be held responsible for the Customers failure to comply with this obligation.
12.8. The provisions of this contract are not intended to confer any benefit upon Third parties and the provisions of the Contracts (Rights of Third Parties) Act 1999, are hereby expressly excluded from this agreement.
12.9. The Company reserves the right to make any changes to any part of these Terms and Conditions without giving any prior notice. The Company may add to or alter these Terms and Conditions from time to time and any alterations or additions will apply to new business but not to existing contracts. Please refer to your copy of these Terms and Conditions.
OUR GUARANTEE
13.1 Our Companies’ reputation is based solely on providing the best possible cleaning services to our Customers. However, we do realise that as human beings, our representatives might make mistakes sometimes. Because of that the Company provides a guarantee for the End оf Tenancy cleaning service. If a Customer is not completely satisfied with the standard of cleaning received for any reason, he/she might request the Companies’ cleaners to come back to the premises to provide a re-clean to his / her complete satisfaction.
13.2 Our guarantee is based on a complaints notice received no later than 7 days after the cleaning service is completed. If such Guarantee is not applicable, the Customer must contact the Companies’ customer service no later than 48 hours upon completion of the service.
13.3 Our guarantee is applicable only and solely for End of Tenancy cleaning service and is not applicable for other services such as After Builders Cleaning, Deep Cleaning or Pre-Tenancy Cleaning.
13.4 The Guarantee will be valid only if the following conditions and requirements are fully met:
– Property must be vacant of tenants.
– Property must be empty of personal belongings (clothes, suitcases with luggage, cosmetics, etc.)
– Fridge/freezer must be empty of food and defrosted beforehand.
– Property must be vacant after the service is performed and no other work is to be done on the property during the 7-days guarantee. Only the Landlord and/or the inventory agent should have access to the property in order to check the condition and the level of cleaning.
REFERRAL CREDIT
14.1. All Customers of our Company are eligible to receive a one-time credit of £10.00 for referring our Carpet/Upholstery cleaning service to another Customer. The credit will be issued after we receive the first funds from the new Customer.
LAW
15.1 These Terms are governed by the laws of England and Wales, and are subject to the exclusive jurisdiction of the Courts of England, and Wales.
15.2 These Terms and Conditions are in regulation of the Consumer Rights Act 2015 and are not in imbalance in the parties’ rights or obligations under the contract.
15.3 The Terms are transparent for the purposes and expressed in plain and intelligible language and are legible.
15.4 The Terms are prominent for the purposes of the section and brought in such a way that a consumer would be aware of them.
