Terms and Conditions

 

1. Definitions

1.1. In these Terms of Business the following definitions apply:

“The Company”, “We”, “Us” means Grime to Shine window cleaning external cleaning and carpet cleaning 

“Cleaner”, “Cleaning Operative”  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.

“Client’s Address” means the address where the Client has requested the cleaning service to be carried out.

“Service” means the cleaning services carried out by the Company on behalf of the Client. Including Windows/doors, Gutters/downpipes, facias, soffits, conservatory roofs/windows, Patios, walls, deaking, solar panels, Carpets, Rugs, Upholstery and any other areas the client has asked our cleaning operative to clean.

“Cleaning Visit” means the visit to the Client’s service address by the Cleaner in order to carry out the 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 "Normal maintenance cleaning" means cleaning operations carried out on a regular 2-4-6-8 weekly visit to the clients address

1.4 "Major Works" means any cleaning to areas not covered by a normal maintenance cleaning,

1.5. The Headings contained in these Terms are for convenience only and do not affect their interpretation.

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2. Contract

2.1 These Terms and Conditions represent a contract between Grime to Shine window cleaning external cleaning and carpet cleaning and the Client.

2.2 Both parties shall ensure that their respective responsibilities under this agreement are undertaken in compliance with all statutory regulations and codes of conduct.

2.3 The Client agrees that any use of the Company’s services, including placing an order for services by telephone, fax, email, website forms shall constitute the Client’s acceptance of these Terms and Conditions.

2.4 Unless otherwise agreed in writing by a director of the Company, these Terms and Conditions shall prevail over any other terms of business or purchase conditions put forward by the Client.

2.5 No variation or alteration of these Terms and Conditions shall be valid unless approved in writing by a director of the Company.

3. Quotations

3.1.All cleaning quotes are calculated using a number of different factors taking into account, but not limited to the square metre area, the type of cleaning required, the condition of the areas to be cleaned, level of soiling, proximity to our premises, access to the Clients Address and time frame required.

3.2. The company uses information provided by the client  when calculating estimations over the phone, these estimations may be subject to change upon visual inspection.

3.3. All quotations are given by the Company following a request by the Client and shall remain open to acceptance for a period of 30 days from their date.

3.4. The Company reserves the right to amend the initial quotation, should the Client’s original requirements change.

3.5. Differences in excess of 10% will be discussed with the Client prior to the start of the work. In the case of major works if the increase is not accepeted the Client will have to pay £40.00 cancellation fee if he does not accept the updated price.

4. Equipment

4.1. The Company shall provide all cleaning supplies and cleaning equipment required to carry out the service.

4.2. The Client must provide running water and electricity if required (this will be discussed at the time of quotation) at the premises where the service takes place.

5. Payment

5.1 Unless otherwise agreed in writing by the company the account is rendered for immediate payment on the completion of the work. The Client must make payment either by cash, cheque or bank transfer before the cleaner leaves the Client’s premises.

5.2 Although greatly appreciated and a powerful way to say ‘Thank you’, the Client understands that tipping is not required.

5.3 The Company reserves the right to implement a penalty charge on invoiced amounts unpaid for more than 14 days as follows accounts uncleared within 14 days incure a charge of £2 or 10%  of outstanding monies owed which ever is greater, any accounts unclear within 30 days incure a further charge of £5 or 25% of outstanding monies owed which ever is greater and every 30 days there after until account is clear.

5.4 The Company reserves the right to charge £30.00 administrative fee, plus any solicitors’ fees, in addition to the balance due, for any account we must refer for collection.

5.5 All bank charges incurred due to a Client’s cheque being returned unpaid will be passed to the Client at a minimum rate of £5.00 per cheque.

5.6 The Company reserves the right to cancel any contract and back charge additional for past services to reflect the balance of the standard rate(s) if any misleading or false information was used to obtain discounted services.

5.7 Where such alternative arrangements have been made the Client must make payment within 14 days of the invoice date.

5.8 The rates of payment by the Company shall be as agreed between the Company and the Client, or his representative. The Client shall make no reduction or retention from the sum due under any invoice.

6. Cancellation

6.1. You can cancel the booking by providing a written or verbal notice to be received by us not less than 24 hours prior to the service start.

6.2 Please note that our incoming communication is being checked only between 7am and 4pm, Monday to Friday, therefore an email sent at 18:30 on Friday evening will be deemed to have been received on the next Monday at 9am.

6.3 If we are prevented from carrying out the booked major work services due to your failure to provide: 24 hours cancellation notice, access to your property or electricity/water, you will be charged £40.00 cancellation fee (in the case of normal maintanence window cleaning  if rear access can not be gained with prior notice of visit  full cost will be charged). If keys are provided they must open all locks without any special efforts or skills.

6.4. The Company reserves the right to retain any deposit as a cancellation fee/part of a cancellation fee.

6.5. If the Client needs to change a cleaning day or time, the Company will do its best to accommodate him. Any changes to booked services are subject to a 24 prior notice and availability.

7. Complaints

7.1. We request that complaints or feedback be provided in writing (by letter, email or text) within reasonable time of service completion, to ensure that the details are received in a clear and complete manner.

7.2. All services shall be deemed to have been carried out to the Client’s satisfaction unless a written notice detailing the complaint is received by the Company within reasonable time of service completion. The Company will fully investigate any complaint and attempt to resolve it to the satisfaction of the Client, or alternatively to a reasonable standard.

7.3. The Client agrees to allow the Company back to re-clean any disputed areas/items or repair damaged items, before making any attempts to clean those areas/items himself or arranging a third party to carry out cleaning or repair services with regards to the above. Failure to do so will void our Company Guarantee and we will consider the matter fully settled. If payment has not been received in full or has been stopped by the Client we will immediately refer the account for collection.

8. Claims

8.1. The Client agrees that due to the nature of the service the Company guarantees only to correct any problems reported within reasonable time of the completion of the service. Failure to do so will entitle the Client to nothing.

8.2. The Company may require entry to the location of the claim as soon as possible in order to rectify the problem.

8.3. The Client agrees to inspect the work immediately upon its completion and to draw the operatives’ attention to any outstanding issues while they are still on site. The operatives will carry out any such additional work to the Client’s complete satisfaction ( in the case of normal maintenance window cleaning this time frame is extended to 24 hours)..

8.4. If the Client or any third party instructed by the Client is not present at the time of completion of the service to inspect the work then no claims regarding any cleaning issues can be made ( in the case of normal maintenance window cleaning this time frame is extended to 24 hours).

8.5. If the Client instructs a third party to inspect the result from the cleaning then the Company must be notified before completion of the service.

8.6. In case of a third party inspecting or refusing to inspect the result from the cleaning then the Company cannot be held responsible for rectifying any outstanding cleaning issues not mentioned by the third party.

8.7. Any refunds or adjustments must be requested to the Company directly and subject to approval by the Company.

8.8. Any refund given shall not exceed the total cost charged for cleaning the disputed area.

8.9. While the Company operatives make every effort not to break items, accidents do happen. In the case of breakage, identical replacement is always attempted but not guaranteed. For this specific reason, the Company requests all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and /or not cleaned by the cleaning operatives.

8.10. In case of confirmed damage, caused by Company operatives, the Company will attempt to repair the item at its cost. If the item cannot be repaired the Company will rectify the problem by crediting the customer with the item’s present actual cash value toward a like replacement from a Company’s source upon payment of cleaning services rendered.

8.11. No claims shall be entertained if the Client has an outstanding balance aged more than 30 days.

8.12. Any attempt to commit insurance fraud or any use of false information to commit any type of fraud will be prosecuted to the fullest extent of the law together by the Company and the Insurance Provider(s). Monetary compensation as well as legal fees may incur.

9. Liability

9.1. The Company shall not be liable under any circumstances for any loss, expense, damage, delay, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Client arising from or in any way connected with:

9.1.1 Its failure to carry out its services as a result of factors that are beyond its control. Factors beyond its control include acts of god, floods, severe weather conditions, and inability to gain access to premises, lack of appropriate resources, such as water, electricity, and lighting;

9.1.2 Late arrival of Company operatives at the service address. 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 Company operative’s may arrive with a delay or the cleaning visit may be re-scheduled.

9.1.3 An existing damage to Clients property in the form of old stains/burns/spillages etc. which cannot be cleaned/removed completely by the cleaning operative using the industry standard cleaning methods;

9.1.4 Non satisfactory result from the service due to the Client or third party walking on wet floors or using appliances, sprinklers during or shortly after the cleaning process.

9.2. The Company shall not be liable for any odours arising during and/or after cleaning when this is due to factors such as, lack of ventilation, and/or appropriate heating.

9.3. The Company shall not be liable under any circumstances for any loss, expense, damage, delay, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Client if the Client has an outstanding balance aged 30 days or more from the date the payment was due.

10. Supplementary Terms

10.1. If the Client requests keys to be collected by the Company’s operatives from an address outside the postal code of the Client’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 back to the pick up address or any other address another charge of £10.00 will apply.

10.2. If any estimates of how long it will take the cleaning operatives to do the job required are being provided that is only an estimate based on the average time it takes to clean a premises of similar size to the Client’s, it being difficult to estimate precisely how long such tasks may take and that a degree of flexibility may be required.

10.3. The quotation excludes the clearing of debris created by tradesman or building work unless otherwise stated.

10.4. Our cleaners are happy to move furniture. Due to Health and Safety regulations one cleaner will attempt to move only furniture that requires no more than one person.

10.5. The Client shall ensure that all valuables are stored away when work is carried out and that the property is supervised by the Client or his representative at all times during the course of the work. The Company shall not be responsible for the Clients failure to comply with this obligation.

10.6. 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.

10.7. 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. We will endevour to inform all exsiting clients to any changes to  these Terms and Conditions.

11. Our Guarantee

11.1 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 operatives are human beings, they sometimes make mistakes. For this reason, the Company offers you a guarantee. If the Client is not satisfied with the Company’s service for any reason, the Company’s operatives will come back to the Client’s home and re-clean the areas paid for.

11.2 Our guarantee is subject to a complaints notice no later than 24 hours after the completion of the service.

11.3 Our guarantee does not apply to the unsuccessful removal of pre-existing stains/damage which could not be cleaned/removed completely by the cleaning operative using the industry standard cleaning methods.

12. Law

12.1 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.