Satisfaction Guarantee

• Your satisfaction is guaranteed. If you are not completely satisfied with any
  standard of service provided by the Cleaner, the Contractor will introduce them
  with a replacement the Cleaner as soon as possible,
  normally within seven working days. Please contact the office as soon as
  possible during our normal business hours in 24 hours.

Additions and amendments binding

• Before entering this Agreement, the Customer and the Contractor will agree on
  a set number of hours per week/fortnight. Any changes to the Service to be
  provided must be agreed by the Contractor 24 hours prior to the
  Service Time;
• If the Customer requires any additional services or variations at the time the
  Service is being performed, the Customer must first contact the Contractor by
  telephone, who may agree to provide the additional services in
  its absolute discretion. The Cleaner is not authorised to agree to any changes to
  the Service being provided. The Customer must not request such changes
  directly from the Cleaner;
• If the Customer wants to change the hours/days of the Service the Client
  should contact the Contractor immediately by telephone and follow this up in
  writing within 7 days preferably by email (office@sparklingcleaningcoventry.co.uk)

Customer Representations and warranties

• The Customer represents and warrants that;
• It will provide a safe working environment at the Premises for the Cleaner to
  perform the Service;
• The Cleaner will have unencumbered and unobstructed access to those areas
  of the Premises requiring the Service.
• It will provide the Cleaner with access to all services and utilities (including hot
  and cold water, electricity, and rubbish bins) as required by the Cleaner to
  provide the Service;
• The client agrees to behave nicely to the Cleaner and to treat her/him with
  respect.
• It will advise the Contractor prior to the commencement of the Service of any
  hazards, slippery surfaces, risks or dangers, ingrained dirt, grease or grime at the
  Premises;
• It is authorised to use the Premises and obtain the provision of Service;
• If the Customer requires the Cleaner to clean behind or under any heavy items
  (e.g. a fridge, bookshelf, or other furniture), it will move those items prior to the
  commencement of the Service and it will secure or remove
  any fragile, delicate, breakable or valuable items, works of art, antiques, or items
  of sentimental value prior to the commencement of the Service;
• Fridges and Freezers must be thoroughly defrosted before cleaning can start.
  Kitchen cupboards must be emptied before cleaning can start. They will not be
  covered by the terms if this is not the case. Ovens must be in a
  condition that will enable thorough cleaning with standard professional chemical
  products;
• We will do our best to make sure your electrical appliances, microwave, oven,
  fridge/freezer, are cleaned to a high standard. However, if they have not been
  cleaned since they were purchased, we won’t be held liable for
  ingrained dirt that cannot be shifted using standard professional chemicals;
• The Customer agrees to inform the Contractor for any change of house/flat
  alarm code or key changes in advance;
• The Customer agrees to fully instruct/show (included the materials) to the
  Cleaner how to use machines (such as washing machine, dryer, iron or any other)
  if service requires;
• The Customer agrees to inform the Contractor at least 7 days’ notice should
  they be taking holiday/do not require the Cleaner to work over this period.
• A full refund is to be made if the Customer going on holiday and have informed
  us in advance;
• A charge (no refund) appears for you if the Customer is away and don’t inform
  us that won’t need Service.

Health and safety risks

• The Cleaner is entitled to undertake a job safety analysis before the
  commencement of any work to assess the health and safety risk at the
  Premises;
• The Cleaner may, either before or during the provision of the Service not use or
  cease using any materials or cleaning equipment provided by the Customer if the
  Cleaner thinks, in their absolute discretion, that the use
  of such materials or cleaning equipment poses a risk to health and safety;
• The Cleaner may, either before or during the provision of the Service not provide
  or cease the provision of the Service where carrying out the Service presents, in
  the absolute discretion of the Cleaner, a risk to health
  and safety.

No engagement of cleaners

• The Customer acknowledges the Contractor invest significant resources in
  recruiting, selecting and training their Cleaners. Unless the Contractor give prior
  written permission, the Customer must not, directly or
  indirectly, engage, employ or contract with any Cleaner to provide domestic
  services to the Customer or any associate of the customer for any period during
  which services are provided by the Contractor or for a period within 12 months
  after the conclusion of any Service;
• The Customer acknowledges that the Contractor may suffer loss and damage,
  including, without limitation consequential loss, as a result of a breach of this
  clause by the Customer;
• The Customer acknowledges that have to pay the Contractor the amount of
  £2,500 if employ the Cleaner direct or indirect within 12 months after the
  conclusion of the Agreement. The Contractor keeps the rights to start
  legal proceedings against the Customer.

Job quotations

• The actual price payable by the Customer is calculated on the total number of
  hours worked by the Cleaner;
• Any price quoted by the Contractor is an estimate only based on the Contractor
  experience, without an inspection, and based on information provided by the
  Customer. Subject to this clause, quotes are valid for a period of
  30 days from the date of the quote;
• If at the commencement or during the course of providing the Service, it is
  apparent that the actual cost of the Service will exceed the quote provided by the
  Contractor, the Contractor will provide the Customer with the
  option to pay an increased fee to complete the Service, or pay the quoted
  amount without the Service being completed;
• The Customer must inform the Contractor whether any cleaning services
  required are for an ‘end of tenancy’ at the time of quotation;
• If our cleaners need to collect keys from a third party’s address outside the
  postal code of the premises where the work is to be carried out, or on a different
  day of the service than a £20.00 charge may apply;
• Parking charges are applicable if parking arrangements cannot be made;
• Congestion charge fee is subject to an additional charge (if required).

Bookings

• • Our cleaning service may be ordered by telephone or e-mail and you agree to
    be bound by these terms and conditions;
  • At the time of booking the Customer must provide details of any hazards,
    slippery surfaces, risks or dangers, ingrained dirt, grease or grime located at the
    Premises;
  • The Contractor provides all quotations at the time of booking, quotation will be
    sent via email to the Customer (if an email address is provided);
  • The Contractor reserve the right not to accept a booking for any reason;
  • 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. The Contractor reserves the right to make any changes to any part of these terms and conditions without giving any prior notice;
  • Domestic Cleaning: A minimum of 3 hours per cleaning visit applies;
  • One-off / Spring Cleaning / Deep Cleaning / After party: A minimum of 4 hours
    per cleaning visit applies;
  • End of Tenancy Cleaning: We have a fixed price for this service depending on
    the size of the property;
  • After builders cleaning, we will ask you for a “list to-do” and then we can

discuss how many hours are necessary to complete the job for you;

• Carpet and upholstery cleaning prices are based on different types of space
  (bedrooms, rooms), sofa (2-seater or 3-seater), etc.

Payment terms

• The Customer agrees to pay the price quoted by the Contractor
• We accept the following payment methods from The Customer:
• Bank transfer; weekly standing orders;
• We can accept cash only after the authorisation by the Contractor.
• The Customer agrees to pay The Contractor for every hour of service carried by
  the Cleaner and as initially agreed in the signed letter of engagement;
  The Contractor prepares invoices weekly and the payment have to be done on
  request but no longer than 24h after receiving an invoice.
  The Contractor reserves the right to charge the Customer a late payment fee of
  10% for any overdue invoices; 20% for delays more than 10 days; 30% for delays
  more than 30 days.
  The Contractor reserves the rights to stop with immediate effect the cleaning
  services provided to the Customer in case of no payment received or delayed the
  payment.
  All costs for cleaning services carried out by the Contractor are payable by cash,
  debit/credit card, telephone payments, direct debits are payable to the
  Contractor upon completion of the job on the day of the
  service.

Non-Payment

• The Contractor will collect any outstanding monies owed to us. If as a result, we
  have to use a debt collecting agency or county court to secure payment, you
  agree to pay any debt collecting agency fees, court fees, legal cost, or interest that will occur due to the result of non-payment of your outstanding bill.

Complaints

• If the Customer is dissatisfied for any reason with the Service provided, it must
  inform THE CONTRACTOR within 24 hours of completion of the Service. The
  Contractor strives to achieve 100% customer satisfaction
  and will endeavour to resolve the problem quickly and efficiently. We will not
  consider any complaints which are notified after a period of 24 hours. We will not
  be held liable for work not completed, or not completed to a good standard
  if other people are present in the property when our cleaners are working and
  carrying out the job. Parking charges are applicable if parking arrangements
  cannot be arranged.

Exclusions and limitations

• The Contractor is not responsible for:
• Not completing or providing the Service as a result of a breach of a warranty by
  the Customer (including a failure by the Customer to provide a safe working
  environment or unencumbered access to the Premises);
  or
• Not completing or providing the Service as a result of the Cleaner not
  proceeding for health and safety reasons.
• Any loss or damage incurred by the Customer or any third party as a result of
  the effects of a force majeure, being any event beyond the reasonable control of
  the Contractor;
• Not completing or providing the Service due to any act or omission of the
  Customer or any other person at the Premises during provision of the Service;
• Existing dirt, wear, damage or stains that cannot be completely cleaned or
  removed.
• Any wear or discolouring of fabric or surfaces becoming more visible once dirt
  has been removed;
• All fragile and highly breakable items, jewellery, items of sentimental value, art
  and antiques.
• The cost of any key replacement or locksmith fees unless keys were lost by the
  Contractor or the Cleaner;
• Old stains that cannot be removed using normal cleaning methods.
• Accidental damage due to faulty equipment;
• Any accidental damage caused by a cleaner working for the Contractor if there
  is an outstanding amount owed to the Contractor (excluding payment due for the
  cleaning visit when the accident happened);
• The Contractor will not be responsible for triggering any alarm systems.
  Customer should provide special instructions for deactivation/activation of any
  alarm systems.

Exclusions and limitations

• The Contractor is not responsible for:
• Not completing or providing the Service as a result of a breach of a warranty by
  the Customer (including a failure by the Customer to provide a safe working
  environment or unencumbered access to the Premises);
  or
• Not completing or providing the Service as a result of the Cleaner not
  proceeding for health and safety reasons.
• Any loss or damage incurred by the Customer or any third party as a result of
  the effects of a force majeure, being any event beyond the reasonable control of
  the Contractor;
• Not completing or providing the Service due to any act or omission of the
  Customer or any other person at the Premises during provision of the Service;
• Existing dirt, wear, damage or stains that cannot be completely cleaned or
  removed.
• Any wear or discolouring of fabric or surfaces becoming more visible once dirt
  has been removed;
• All fragile and highly breakable items, jewellery, items of sentimental value, art
  and antiques.
• The cost of any key replacement or locksmith fees unless keys were lost by the
  Contractor or the Cleaner;
• Old stains that cannot be removed using normal cleaning methods.
• Accidental damage due to faulty equipment;
• Any accidental damage caused by a cleaner working for the Contractor if there
  is an outstanding amount owed to the Contractor (excluding payment due for the
  cleaning visit when the accident happened);
• The Contractor will not be responsible for triggering any alarm systems.
  Customer should provide special instructions for deactivation/activation of any
  alarm systems.

• Cancellation

• The Customer must provide the Contractor with at least 24 hours’ notice prior
  to the Service Time if they wish to suspend, postpone or cancel the Service for
  any reason;
• If the customer wants to cancel the cleaning contract for some reason- must
  give the Contractor 2 (two) weeks written notice for cancellation by email
  (office@sparklingcleaningcoventry.co.uk). If this not happen – the Customer has to pay the
  full outstanding amount;
• In the event that such notice has been given, the Contractor will endeavour to
  reschedule the Service if required;
• Domestic cleaning: You agree to pay the full price of the cleaning visit if you
  cancel or change the date/time less than 24 hours prior to the scheduled
  appointment. You agree to pay the full price of the cleaning visit
  if no one home to let them in; or a problem with your keys. If keys are provided,
  they must open the lock without any special efforts or skills.
• Cancellation by us
• We reserve the right to cancel the contract between us if:
• We have insufficient staff to fulfil the booking you have ordered;
• We do not cover your area; or
• One or more of the services you ordered was listed at an incorrect price due to
  a typographical error;
• If we do cancel your contract, we will notify you by email within 14 days of your
  booking;
• Notwithstanding the foregoing, nothing in these terms and conditions is
  intended to limit any rights you might have as a consumer neither under
  applicable local law or other statutory rights that may not be excluded nor
  in any way to exclude or limit our liability to you for any death or personal injury
  resulting from our negligence;
  Availability
• All services are subject to acceptance and availability. If the service you have
  booked is not available, we will contact you by email or phone (if you have given
  us details). You will have the option either to
  wait until the service is available or to cancel your booking.
  Privacy policy
• The Customer acknowledges that any information provided by the Customer
  may be used by the Contractor for the purpose of providing the Service. The
  Contractor agrees not to share any information provided by the
  Customer with any third party not directly involved in the provision of the Service
  (unless required to do so by law).
• Changes to this agreement
• The Contractor reserve the right to update or modify these terms and
  conditions at any time.

By ordering our service by telephone, e-mail, or website the customer agrees
to be bound by GW Sparkling Cleaning Terms and Conditions