Terms & Conditions
By accepting a quote and making a booking either over the phone, fax, e-mail or website, the customer agrees to be bound the following terms & conditions of Spring Clean London Ltd. These terms & conditions are designed to ensure there is no confusion about what our service includes and excludes and to ensure safety of your property and belongings. If you are unclear about any element, please contact us for clarification. Our contact number is 08000 842 864.
These terms & conditions may be changed with the agreement of both the customer and Spring Clean London Ltd. Please notify us if you wish to make any changes at the time of booking but before making any payment. Where we use the words ‘You’ or ‘Your’ it means the customer. ‘We’, ‘Us’ or ‘Our’ means Spring Clean London Ltd.
1. PRICES AND QUOTATIONS
1.1 All prices listed on our website, given over the phone or quoted via e-mail are valid only for the respective size of property/item or amount of time.
1.2 Prices may vary with respect to the size, location and condition of the property or the item which requires cleaning. Discounts are not offered for unfurnished or partially furnished properties.
1.3 All prices include VAT and exclude parking charge and congestion charge where applicable. Spring Clean London Ltd provides all necessary cleaning materials and equipment except in the case of a regular cleaning service.
1.4 If collection of keys is required from a location within the congestion charging zone or a place which is more than 2 miles away from the address of the scheduled cleaning, a £10 trip charge will apply.
1.5 A trip charge of £1 per mile applies to all addresses which are more than 10 miles away from M25.
1.6 A minimum charge of £60 applies to each carpet and upholstery cleaning visit and a minimum of £84 is charged for each one off or after builders cleaning visit. A minimum requirement of 2 cleaners for 3 hours each applies to each one off, spring and after builders cleaning visit. The minimum requirement for our regular cleaning visits is 3 hours per cleaner.
1.7 Spring Clean London Ltd reserves the right to amend the initial quotation, should the client’s original requirements change or in case the client has provided wrong or incomplete information.
1.8 The sales advisors can only give a rough estimate of the duration of the cleaning service, which is based on our experience and on a basic description of the property provided by the customer. Please note that duration may vary therefore a degree of flexibility is required.
1.9 In case a service has been under-priced for some reason, we will not be liable to provide you with this service at the stated price and you will be notified before it is commenced. If you decide not to proceed with the service at the correct price, you can cancel the service and no cancellation charge will apply except in cases described in 1.7.
1.10 All verbal and written quotes given by Spring Clean London Ltd are valid for 14 days.
1.11 All price quotes on cleaning services which are charged by the hour are approximate and are based on our experience in cleaning properties with similar sizes. The duration of the service depends on the condition and size of the property. The customer will be charged for the actual amount of time worked. 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, Spring Cleaning, Deep Cleaning, After Party Cleaning of badly neglected homes may take up to three times longer than a general clean of well maintained home. Services requiring steam/dry cleaning and jet washing machines are charged separately.
1.12 The Customer agrees to provide a timely and easy access to the property where the cleaning will take place. Any delay in the start of the cleaning service caused by the customer will result in additional charge of £14 per hour per cleaner.
2.1 Payment is due on job completion on the day of the cleaning session.
2.2 Payment can be made in cash on completion of the service.
2.3 Payment can be made by cheque on completion. Cheques must be made payable to ‘Spring Clean London Ltd’. 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 dishonoured cheque.
2.4 Payment can be made with debit or credit card over the phone (This need to be made in advance at the time of booking). If payment is made by a credit card, 3% surcharge will apply. Spring Clean London Ltd will not share the customer’s card details with a third party and will destroy them after the payment is accepted.
2.5 The Customer agrees that any outstanding amount owed to Spring Clean London Ltd can be charged from the debit/credit card the customer has provided at the time of the booking.
2.6 The Customer understands that any ‘late payments’ may be subject to additional charges.
2.7 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 15% 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.
2.8 The Customer may not withhold any part of the agreed price, unless agreed by us in writing.
3. COMPLAINTS AND CLAIMS
The customer accepts and understands that poor service must be reported within 48 hours from the service date and breakage/damage or theft must be reported at inspection on job completion. Failure to do so will entitle customer to no refunds or compensations of any kind.
3.1 Spring Clean London Ltd 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.
3.2 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. It is the customer’s responsibility to ensure that he/she receives that the inventory report no later than 48 hours after the clean.
3.3 Spring Clean London Ltd may take up to 7 working days to respond to a complaint.
3.4 Spring Clean London Ltd will not accept a complaint based on an Inventory check report, filed more than 48 hours after the cleaning session or in cases where the property has been occupied in the period between the end of cleaning session and the inventory check.
3.5 Complaints are accepted verbally over the phone and in writing (letter, e mail or Fax). Complaints must be reported to our office on completion or in the following 48 hours or two working days.
3.6 In case there is damage to client’s property, the client must allow Spring Clean London Ltd to return to the property in order to assess the damage in person.
3.7 If liability for damage to client’s property is difficult to prove, it is the client’s responsibility to hire an independent party to assess the loss or damage. We reserve the right to get a second opinion by an independent party hired by us.
4.1 Spring Clean London Ltd has a Public and Employer’s liability insurance. The policy will cover any accidental damages caused by a member of Spring Clean London Ltd, if valid and reported upon job completion on the service date.
4.2 There is £350 excess on any claim, of which £150 are paid by customer and £200 by Spring Clean London Ltd.
4.3 Spring Clean London Ltd 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 and may be entitled to a free re-clean in the following cases:
5.1.1 If the cost of cleaning was quoted as a fixed price and the cleaning service was not charged per hour.
5.1.2 If the client or a third party has not occupied, used or carried out work in any rooms/items in the property after an end of tenancy cleaning service has been carried out.
5.1.3 If a task requested by the customer at the time of booking and agreed by Spring Clean London Ltd is not completed during the cleaning service considering that sufficient time for cleaning was allowed/booked.
5.1.4 If the customer has informed Spring Clean London Ltd of any issues within 48 hours of the completion of the cleaning service.
5.2 If the customer is not completely satisfied with a cleaning job, Spring Clean London Ltd will re-clean any problematic areas and items to customer’s satisfaction. Therefore the customer must allow the cleaner to return to the property.
5.3 Customer must be present at all times during the re-clean and at job completion. Spring Clean London Ltd reserves the right not to return a cleaner more than once.
5.4 A re-clean will be subject to an additional charge of at least Ј50 if the client or a third party has carried out any type of work in the property or has occupied the property or has not reported the issues within 48 hours after the initial clean was completed.
6.1 Spring Clean London Ltd reserves the right not to be liable for:
6.1.1 Not completing tasks which are not stated on our task checklist;
6.1.2 Cleaning jobs not complete due to the lack of hot water or power or due to any other obstruction to the cleaning process;
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 our cleaning detergents and equipment, standard carpet cleaning equipment or materials provided by the customer;
6.1.7 Any damages caused by faulty or not in full working order equipment or cleaning detergents and materials supplied by the customer without specific and clear instruction to the present cleaners.
6.1.8 A damage to items or their loss if caused by any of the following reasons:
- i. Fire.
- ii. War, hostilities, terrorism, Act of God, industrial action or other such events outside our reasonable control.
- iii. Normal wear and tear or deterioration, leakage or evaporation or from unstable or perishable goods.
- iv. Infestation by moth, vermin or anything similar.
- v. Cleaning, repairing or restoring goods, unless undertaken by ourselves.
- vi. Goods not packed by us, including those in wardrobes, drawers, or appliances, or in a package, bundle, case or other container.
- vii. Electrical / mechanical faults to any appliance or mechanical instrument, unless there is evidence of external impact.
- vii. To jewellery, watches, trinkets, precious stones or metals, money, deeds, securities, stamps, items of sentimental value, coins or goods or collections of any similar kind, unless we have confirmed in writing that we accept responsibility and you have given us description and value of those articles.
- ix. Any goods already proven defective or goods, which are inherently defective.
- x. To pets or animals (including reptiles, fish and birds) whether in cage, tank or animal carrier.
- xi. To plants.
- xii. To refrigerated or frozen food or drink.
- xiii. To data, files, software or digital contents of any computer or similar device.
- xiv. To fragile and highly breakable items if they have not been secured or removed by the customer.
6.1.9 The disposal of personal belongings left the property being cleaned at the end of a tenancy if the customer has confirmed that the property is no longer unoccupied.
6.1.10 Not providing cleaning detergents if the Customer has got items which require special cleaning methods and special cleaning materials.
6.1.11 Any failing inventory checks or additional charges incurred by the customer if Spring Clean London Ltd is not allowed to return to the premises to rectify any issues or if a follow-up clean has been carried out not by ourselves without our consent.
6.1.12 A reimbursement of any charges paid for a repair of a damaged item carried out by a third party without our prior consent.
6.2 Spring Clean London Ltd is liable for:
6.2.1 Key replacement/locksmith fees only if keys are lost by our operatives. There is a Ј30 per household liability limit.
6.2.2 Keeping all customers’ information confidential.
6.2.3 The repair of a damaged item at its cost if the damage was caused by a member of our staff. For this purpose, a representative of Spring Clean London Ltd must be allowed to return to the client’s property in order to assess the damage in person and determine if it is possible to repair the damaged item. If the item cannot be repaired, Spring Clean London Ltd will rectify the problem by crediting the customer with the item’s present actual cash value toward a like replacement from a Spring Clean London Ltd.’s source upon payment of cleaning services rendered.
7.1 CANCELLATION BY SPRING CLEAN LONDON LTD
Spring Clean London Ltd reserves the right to cancel an existing booking at the beginning of the service or during the service if:
7.1.1 If the condition of the property is hazardous to the health and well-being of our operatives.
7.1.2 If the client has misrepresented any information/facts.
7.1.3 If there are inadequate conditions for cleaning (e.g. lack of water, electricity or the presence of a third party such as builders or removal men).
7.1.4 If our operatives are verbally or physically abused or discriminated in any way.
7.2 CANCELLATION BY THE CUSTOMER
7.2.1 A 48 hours’ notice is required if customer should either decide to cancel, amend or re-schedule an existing cleaning appointment.
7.2.2 The Customer agrees to pay £50 as a cancellation fee if he/she cancels or changes the booked cleaning less than 48 hours prior to the scheduled appointment. The Customer agrees to pay the full price of a cleaning visit if he/she cancels or changes the booked cleaning on the day of the scheduled appointment.
7.2.3 The Customer agrees to pay £50 as a cancellation fee in the event of 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. Failure to do so will result in a cancelation of the service or a penalty charge of Ј50. If an initial deposit has been paid to Spring Clean London Ltd then the customer agrees that deposit funds may be used to cover the cancellation fee.
7.2.5 If the customer cancels a service whose price has been amended at the start of the cleaning due to a misrepresentation of any facts or information by the customer, the customer will be liable to pay the full amount of the price specified in the booking.
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.Spring Clean London Ltd 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 customers will be notified. Please check this website for updates.