- Definitions
- “The Company”- means Passionate Cleaners Ltd and/or Passionate Cleaners
Commercial Ltd. - “Cleaner(s)” – means the person or firm carrying out cleaning services on
behalf of the Company - “Client” – means the person, firm or corporate body together with any
subsidiary or associated company as defined by the Companies Act 1985 to
whom the cleaning services are supplied by the Company - “Service” – means the cleaning services carried out on behalf of the Company
- “Cleaning Visit” – means the visit to the Client’s service address by the Cleaner
in order to carry out the Service.
- Contract
2.1 These Terms and Conditions form part of a contract between the company (Passionate
Cleaners Ltd/Passionate Cleaners Commercial Ltd) and the Client. - Payment
3.1 The Client must pay a 25% deposit before a cleaner can be dispatched to provide a
service (except agreed otherwise with the company). This means either a cash deposit
payment directly to the Cleaner at the START of the shift or payment via Direct Debit/ bank
transfer to be received by the company a day before cleaning. The client must complete or
make full payment when the cleaning service has been carried out. This means either a cash
payment directly to the Cleaner at the end of the shift or payment via Direct Debit/bank
transfer to the company. The Company does not accept cheques or provide credit. - Cleaning Materials
4.1 Cleaning materials such as cloths and cleaning sprays are provided by the Company. If
the Client wants their own solutions or cloths used, they must be safe to use and for general
cleaning purposes only. For infection control purposes, the Cleaner will use the Client’s
mop bucket and vacuum cleaner, and this must be safe to use/operate, fully charged,
emptied regularly and in full working order. It must not require any special skills to be used
for the purpose of cleaning. Except agreed otherwise with the company, the cleaner can use
its own vacuum cleaner and mob bucket.
4.2 If the Client has equipment that is complicated to operate, the Client must provide clear
and detailed instructions to any Cleaners who attend.
Service Terms & Conditions for Passionate Cleaners Ltd
and Passionate Cleaners Commercial Ltd
4.3 The Company will not be liable to cover the cost of any general wear and tear of Client
vacuum cleaners or any other equipment.
- Priority Lists
5.1 If the Client has booked less cleaning time than recommended by the Company they
must leave a list of priorities for the Cleaner. This means that the Cleaner can tick off top
to bottom the tasks they have been able to do within the allotted time. This also means that
the Client’s most important tasks are done first and foremost.
5.2 The Client should reassess the cleaning time and frequency regularly to ensure the
Cleaner has enough time to complete all tasks required. The Client should contact the office
if any further tasks require to be added onto their job description. The Client must contact
the office if more time is required for occasional Spring-Cleaning tasks. - Refunds
6.1 Refunds will be issued if the Client has cancelled a cleaning visit within the allowed
time (24 hours) prior to the start of the cleaning session and a payment has been already
received by the Company.
6.2 Refund will be issued if a Cleaner does not attend a cleaning visit, for which payment
has already been received by the Company.
6.3 In the unlikely event that the Client is dissatisfied with any aspect of the Clean carried
out they are advised to notify the Company within 24 hours and allow the Company to
rectify it. Company policy is to rectify any areas of cleaning that the Client is unhappy with. - Cancellation of Cleaning Services
7.1 The Client agrees to pay the full price of the cleaning visit if:
a) The Client cancels or changes the date/time less than 24 hours prior to the scheduled
appointment.
b) The Client fails to provide access to the service premises thus preventing the Company
to carry out the booked work.
c) There is a problem with the Client’s keys and the Cleaner cannot let themselves in. If
keys are provided, they must open all locks without any special efforts or skills.
7.2 If the Client needs to change a cleaning day or time the Company will do its best to
accommodate them. A minimum of 24 hours’ notice is required. Please note that the
company cannot guarantee that the same worker/or arrangements will be available on the
Service Terms & Conditions for Passionate Cleaners Ltd
and Passionate Cleaners Commercial Ltd
new day and at the time the Client requires. Any changes in the cleaning schedule are
subject to availability.
7.3 The Company’s cleaning times are from 8am-8pm Monday to Saturday, including bank
holidays. If the Client requires cleaning outside of these days and times, that can be
discussed and agreed with the company.
8.Pets
8.1 We are happy to work in homes with pets; however, clients are responsible for ensuring
pets are safely secured during cleaning visits. This helps protect both our staff and your
animals. Please inform us in advance of any pets on the property, including any that may
be nervous or aggressive. Our team will not handle pets or clean animal waste unless this
has been agreed beforehand. We are not liable for pets escaping if they are not properly
contained.
- Termination
9.1 The Client may terminate this contract by giving 24 hours prior notice by telephone or
email.
9.2 The Client will incur a cancellation fee equivalent to one regular clean if:
1) No notice is given.
2) The Client provides a termination of notice less than 24 hours.
In any event the Client should give as much notice as possible as this gives the Company
time to arrange alternative work for the Cleaner. - Claims
10.1 The Company’s public liability insurance will cover damages caused by a cleaner
working on behalf of the Company up to £1,000,000.00.
10.2 The Client should report any problems within 24 hours which will enable the
Company the opportunity to rectify. Our website and email functions 24/7 and All concerns
can be reported via our website(www.passionatecleaners.co.uk) or email
(contact@passionatecleaners.co.uk) The Company may require entry to the location within
24 hours in order to rectify.
While the Cleaners make every effort not to break items, accidents do happen. Identical
replacement is always attempted but not guaranteed. For this specific reason, the Company
requests all irreplaceable items (whether monetarily or sentimental valuable) be stored
away and/or nor cleaned by the cleaner
Service Terms & Conditions for Passionate Cleaners Ltd
and Passionate Cleaners Commercial Ltd
10.3 In case of damage, The Company will repair the item at its cost. If the item cannot be
repaired the Company will rectify the problem by crediting the Client with the item’s
present actual cash value toward a like replacement. The Company shall not be responsible
for damage due to faulty and/or improper installation of any item. All surfaces (i.e., marble,
granite, etc.) are assumed sealed and ready to clean without causing harm. Fixtures and
fittings are also assumed to be sturdy, stable and suitable for cleaning.
10.4 Clients are advised that the Company will pass on information to the relevant bodies
in the unlikely event that any insurance fraud is suspected.
- Complaints
11.1 All complaints are taken seriously. If the Client is not happy with any aspect of the
service, they should inform the Company as soon as possible and give the Company the
chance to rectify. The Client’s cleaning needs is highly important, and the Company strives
to provide the best possible ongoing service.
11.2 If the Client is unpleased with a currently occurring service, the Company asks that
the Client notifies the office as soon as possible. Please do not wait until the service is
ending. The Company will make every effort to provide the best possible cleaning service
to the Client including reallocation to another cleaner. - Liability
12.1 The Company endeavours to be right on time on any visit but sometimes due to
transport related and other problems which are beyond the Company’s control, the cleaner
may arrive with a delay, or the cleaning visit may be re-scheduled.
12.2 The Company shall not be held liable for – - A cleaning job not complete due to the lack of hot water or electricity
- The Cleaning process being prevented due to a Third party entering or present at the
Client’s premises during the cleaning process, - Any existing damage to Client’s property in the form of old stains/burns/spillages etc.
which cannot be cleaned/removed completely by the cleaner(s) - A cleaning job not completed due to non-disclosure of true condition at time of booking.
- Sub-Contractors/ Specialist Services
13.1 Passionate Cleaners Ltd may refer approved sub-contractors or external contractors to
the client when required. The company is not responsible for the job arrangement and work
carried out by the contractor. It is the responsibility of the client to check and ensure that the
Service Terms & Conditions for Passionate Cleaners Ltd
and Passionate Cleaners Commercial Ltd
contractor delivers the job to the expected standard. Any customer feedback or review must
be directed to the contracted and not the company (Passionate Cleaners Ltd/Passionate
Cleaners Commercial Ltd).
- Supplementary Terms
14.1 If the Client requests keys to be collected by the cleaner(s) from a third party’s address
then a £10.00 charge will apply. The charge will cover only the pick-up of keys. If said keys
need to be returned to the third party’s address or any other address additional charge of £5.00
will apply. The keys must be located locally.
14.2 The Company reserves the right to re-evaluate rates at any time should the clients initial
list of tasks change.
14.3 The Company reserves the right to amend the initial quotation, should the Client’s original
requirements change.
14.4 If any estimates of how long it will take the cleaner to complete the job are being provided
those are only estimates based on the average time it takes to clean a home or an office of
similar size to the Client’s, it being difficult to calculate precisely how long such tasks may
take and that a degree of flexibility may be required. Please note that one off cleans may take
longer to complete due to longer intervals between cleaning sessions, number and type of
cleaning tasks required, when compared to the regular maintenance cleaning of the same
property.
14.5 The price quoted may vary according to condition of property and room sizes etc.
14.6 The Company shall endeavour to arrange a replacement Cleaner if their regular Cleaner
cannot attend a scheduled visit and will inform the Client prior to the visit.
14.7 The Company does not carry out post construction cleaning (builders cleaning), event
cleaning or the cleaning of badly neglected homes. Therefore, the Company advises the client
to ask to be referred to a specialist cleaning service in these instances.
14.8 The Cleaners are not allowed to hand wash any items of clothing belonging to the Client.
The Company advises that Cleaners can only use a washing machine for such tasks.
14.9 All fragile and highly breakable items must be secured or removed by the Client prior to
cleaning. - Our Guarantee
15.1 The Company has built its business and reputation by providing its clients with the best
possible cleaning service available. Still, the Company realises, that because its cleaners are
Service Terms & Conditions for Passionate Cleaners Ltd
and Passionate Cleaners Commercial Ltd
human beings, they sometimes make mistakes. For this reason, the Company offers a
guarantee. If the Client is not satisfied with any areas that have been cleaned, the Cleaner will
come back to the Client’s home and re-clean those areas free of charge. Please note that this
guarantee will not apply if the condition of the property prior to cleaning was not as described.
Approval
It is the responsibility of the client to read through the service agreement before any cleaning
is started. If they proceed with accepting the service delivery, they’re agreeing to the terms and
conditions of this agreement.
