Terms & Conditions
06 April 2011
By placing a booking either over the phone, e mail or web site online booking system, the customer has entered a verbal or written agreement, and is bound to Karen's Cleaning Terms and Conditions.
1. SERVICES
1.1 REGULAR DOMESTIC CLEANING
1.1.1 Minimum duration of 2 hours per cleaning visit per cleaner applies for our domestic & commercial cleaning services.
1.1.2 Telephone booking: 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 premises. Please note that duration may vary therefore a degree of flexibility is required.
1.1.3 Customer agrees to provide a task list for the required work, unless other arrangements have been made with Karen's Cleaning.
1.1.4 Karen's Cleaning does not supply bleach or bin liners.
1.1.5 If collection of keys is required from a location outside the postal code area of the cleaning scheduled, £10 charge will apply.
1.1.6 Karen's Cleaning will refund online and telephone bookings upto 24 hours before the cleaning start time & date.
1.1.7 Customer agrees that online & telephone bookings can be cancelled up to 24 hours before the cleaning start time & date and receive a full refund which will be automatically credited to the customers account to be used for future cleans. If the customer requires a cash refund the customer will notify Karen's Cleaning by email at salesco.uk or telephone 0191 2584002 within 48 hours after cancellation. The customer agrees that cash refunds will be paid into a nominated Paypal account.
1.1.8 Customers agrees that if the customer wishes to cancel 23h.59m.59s before the cleaning start time & date that the full amount is non refundable.
1.1.9 Karen's Cleaning will not be responsible for triggering any alarm systems. Customer should give any special instructions for deactivation/activation of any household alarm systems.
1.2 END OF TENANCY CLEANING
1.2.0 If collection of keys is required from a location outside the postal code area of the cleaning scheduled, £10 charge will apply.
1.2.1 The customer understands that the price quoted is not a "package deal" and includes only cleaning labour.
1.2.2 Minimum duration of 2 hours per cleaning visit applies.
1.2.3 Customer agrees to provide a task list, bleach and bin liners upon arrival required to carry out the service, unless other arrangements have been made with Karen's Cleaning. All cleaning equipment provided by customer, should be safe and in full working order.
1.2.4 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 property. Please note that duration may vary therefore a degree of flexibility is required.
1.2.5 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.
1.3. ONE-OFF CLEANING / SPRING CLEANING
1.3.1. Karen's Cleaning reserves the right to amend the initial price, should the client's original requirements change.
1.3.2. Minimum duration of 2 hours per cleaner per visit applies.
1.3.3. Customer agrees to provide a list of tasks, bleach and bin liners needed for the required work, unless other arrangements have been made with Karens Cleaning.
1.3.4. All cleaning equipment should be safe and in full working order.
1.3.5. If collection of keys is required from a location outside the postal code area of the cleaning scheduled, £10 charge will apply.
1.3.6. The customer understands that the price quoted is not a "package deal" and includes only cleaning labour.
1.3.7. 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.
1.3.8. 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.
1.4. CARPET CLEANING & UPHOLSTERY CLEANING
1.4.1 Carpet, Upholstery & Leather cleaning is an optional extra.
1.4.2. Karen's Cleaning reserves the right to amend the initial quotation, should the client's original requirements change.
1.4.3. 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.
1.4.4. If water extraction is required due to flooding 30% extra charge will be added to the service price.
1.4.5. The client understands that additional Parking charge may apply.
1.4.6. All carpet/upholstery cleaning orders are subject to £45.00 minimum call out charge.
1.4.7. If collection of keys is required from a location outside the postal code area of the cleaning scheduled, £10 charge will apply.
2. PAYMENTS & REFUNDS
2.1 Payment is requested on completion on the day of the cleaning session.
2.2 Refunds are only allowed up to 24 hours before the cleaning date and start time.
2.3 Payment can be made in cash or online on completion of the service. PERSONAL CHEQUES ARE NOT ACCEPTED.
2.4 Payment can be made with debit or credit card using our online payment system. (This needs to be made in advance). Karen's Cleaning uses Pay Pal to process all online payments. Karens Cleaning does not hold any customers credit/debit card information on its systems or paperwork.
2.5 The Customer agrees that any outstanding amount owed to Karen's Cleaning can be charged from the debit/credit card the customer has provided at the time of the booking.
2.6 Customer understands that any ‘late payments’ may be subject to additional charges.
2.6 If payment is not made after 14 days of receipt of invoice (Business & Commercial clients only) then the account will be passed to our collections agency, after which a charge of 15% 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.
3. COMPLAINTS AND CLAIMS
3.1 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. The customer must not clean up any problem areas they are not happy with.
3.1.a Karen's cleaning does not accept photographic evidence of any problem areas or alleged missed areas.
3.1.1 Karen's 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.
3.1.2 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.
3.1.3 Karen's Cleaning will not accept a complaint based on an Inventory check report, filed more than 24-hours after the cleaning session.
3.1.4 Complaints are accepted verbally over the phone and in writing (letter, or e mail) . Complaints must be reported on completion or in the following 24-hours.
3.2 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.
3.3 Key replacement/locksmith fees are paid only if keys are lost by our operatives. There is a £30 per household liability limit.
3.4 Karen's Cleaning agrees to keep all customers’ information confidential.
3.5 In case of damage Karen's Cleaning will repair the item at its cost. If the item cannot be repaired Karen's Cleaning will rectify the problem by crediting the customer with the item's present actual cash value toward a like replacement from a Karen's Cleaning source upon payment of cleaning services rendered.
4 INSURANCE
4.1 Karen's Cleaning has a Public and Employer's liability insurance. The policy will cover any accidental damages caused by an operator working on behalf of Karen's Cleaning, reported within 24 hours of service date.
4.2 There is £250 excess on any claim, of which £100 is paid by customer and £150 by Karen's Cleaning.
4.3 Karen's Cleaning reserves the right to refuse to share any of the confidential company’s documents.
5. CUSTOMER SATISFACTION
5.1 Customer understands that he/she is not entitled to any refunds after the cleaning has taken place.
5.2 If the customer is not completely satisfied with a cleaning job, Karen's Cleaning will re-clean any areas and items to customer's satisfaction. Therefore customer must allow the cleaner to return.
5.3 Customer must be present at all times during the recovery-clean. Karen's Cleaning reserves the right not to return a cleaner more than once.
6. LIABILITY
6.1 Karen's Cleaning reserves the right not to be liable for:
6.1.1 Completing tasks which are not stated on our task list;
6.1.2 Cleaning jobs not complete due to the lack of suitable cleaning detergents and/or equipment in full working order, hot water or power;
6.1.3 Third party entering or present at the customer's premises during the cleaning process;
6.1.4 Wear or discolouring of fabric becoming more visible once dirt has been removed;
6.1.5 Failing to remove old/permanent stains that cannot be removed using standard carpet cleaning methods;
6.1.6 Existing damage or spillage that cannot be cleaned/removed completely using provided by the customer cleaning detergents and equipment or standard carpet cleaning equipment;
6.1.7 Any damages caused by a faulty or not in full working order detergents/equipment supplied by the customer.
6.1.8 If the customer has got items which need special cleaning methods and special cleaning detergents, Karen's Cleaning reserves the right to refuse the provision of the cleaning detergents.
6.1.9 Karen's Cleaning will advise the client to provide the specific cleaning detergents and to pass cleaning instructions to the sales advisors when placing the order or give instruction to the present cleaner;
7 CANCELLATION
7.1 REGULAR DOMESTIC CLEANING
7.1.1 Customer may cancel or adjust the time of a cleaning visit/s by giving at least 24 hours advanced notice.
7.1.2 Customer agrees to pay the full price of a cleaning visit if the customer cancels or changes the date/time less than 24 hours prior to the scheduled appointment.
7.1.3 Customer agrees to pay the full price of the cleaning visit in the event of a lock-out caused by our cleaners being turned away; no one home to let them in; or problem with customer's keys.
7.1.4 If keys are provided they must open the lock without any special efforts or skills.
7.2 END OF TENANCY CLEANING:
7.2.1 24 hours notice is required if customer should either decide to cancel or re-schedule a cleaning appointment.
7.2.2 Customer agrees that the customer is not entitled to a full refund if the customer cancels or changes the date/time less than 24 hours prior to the scheduled appointment.
7.2.3 Customer agrees to pay the full amount of the quote 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.
7.2.4 If keys are provided they must open the lock without any special efforts or skills. If an initial deposit has been paid to Karen's Cleaning then the customer agrees that deposit funds may be used to cover the cancellation fee.
7.3 ONE-OFF CLEANING:
7.3.1 24 hours notice is required if customer should either decide to cancel or re-schedule a cleaning appointment.
7.3.2 Customer agrees that the customer is not entitled to a full refund if the customer cancels or changes the date/time less than 24 hours prior to the scheduled appointment.
7.3.3 Customer agrees to pay the full amount of the quote 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.
7.3.4 If keys are provided they must open the lock without any special efforts or skills. If an initial deposit has been paid to Karen's Cleaning then the customer agrees that deposit funds may be used to cover the cancellation fee.
7.4 CARPET AND UPHOLSTERY CLEANING:
7.4.1 48 hours notice is required if customer should either decide to cancel or re-schedule a cleaning appointment.
7.4.2 Customer agrees to pay 40% of the quote as a cancellation fee if the customer cancels or changes the date/time less than 48 hours prior to the scheduled appointment.
7.4.3 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.
7.4.4 If keys are provided they must open the lock without any special efforts or skills. If an initial deposit has been paid to Karen's Cleaning then the customer agrees that deposit funds may be used to cover the cancellation fee.
7.5 AFTER CANCELLATION OF THE CLEANING SERVICE
7.5.1 By entering into a service or verbal agreement with Karen's Cleaning, the customer agrees that after the termination of the cleaning service he/she will not hire or use any domestic services provided by a present or past cleaner introduced to the customer by Karen's Cleaning. If the customer wishes to hire or use domestic services provided by such a cleaner then he/she must pay a referral fee of £400. We will persue this claim to the full extent of UK law.
7.6 SECURITY
As with most other websites, we collect and use the data contained in log files. The information in the log files include your IP (internet protocol) address, your ISP (internet service provider, such as AOL or Sky), the browser you used to visit our site (such as Internet Explorer or Firefox), the time you visited our site and which pages you visited throughout our site.
This information is kept on a secure server and is only available to server administrators.
7.7 SPECIAL OFFERS - DISCOUNTS - VOUCHERS - FREE OFFERS
Karen's Cleaning reserve the right to withdraw or amend all or any special offers - discounts and vouchers without prior notice.
All discount vouchers, discounts, special offers, free cleans only apply to domestic dwellings..
7.7.1 Special offers are only valid for one registered customer. Any special offers, vouchers, discounts or free offers cannot be transfered or used in conjunction with any other voucher codes or discounts. Special offers, vouchers, discounts or free offers can not be exchanged or turned into cash.
7.7.2 Discounts are only valid for one registered customer. Any special offers cannot be transfered or used in conjunction with any other voucher codes or special offers.
7.8 Free Clean
7.8.1 Our free clean offer can only be used once per registered customer and must be used on the third clean. Our free clean offer is not transferable to any other property, past, present or future customer. Our free clean offer cannot be used in conjunction with any other voucher, voucher codes,special offers, free cleans or discounts. Our free clean offer is subject to a maximum of two hours work which must be completed on the same day respectively . Our free clean offer cannot be split into any other time intervals on different days. Our free clean offer must be used within 28 days of registration.
These terms and conditions shall be governed by the relevant United Kingdom law, and by agreeing to be bound by them the customer agrees to submit to the exclusive jurisdiction of the relevant courts of the United Kingdom. Karen's Cleaning reserves the right to make any changes to any part of these terms and conditions without giving any prior notice. Should any of the above clauses change all existing registered customers will be notified. Please check this website for updates.