CLEANING TERMS & CONDITIONS

 

 

1. REGULAR DOMESTIC CLEANING

1.1 The customer agrees to sign and return the Agreement and Direct Debit forms to Regency Clean prior to the first cleaning visit.

1.2 The customer agrees to pay the required fee via Direct Debit instruction

1.3 Regency Clean reserves the right to suspend cleaning services if payments are missing or if paper work is not returned to Regency Clean prior to the first cleaning visit

1.4 Minimum duration of 2 hours per cleaning visit applies for all cleaning services.

1.5 Our sales team 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.

1.6 Customer agrees to provide a task list and all necessary cleaning detergents and equipment for the required work, unless other arrangements have been made with Regency Clean. All cleaning equipment should be safe and in full working order.

1.7 If the customer does not have cleaning detergents and asks Regency Clean to purchase requested items on their behalf, customer understands that an additional charge will be assessed.

1.8 If collection of keys is required from a location outside the postal code area of the cleaning scheduled, £16 (excl. VAT).

1.9 Monthly payment will be refunded only if customers does not require cleaning services for more than 4 consecutive weeks.

1.10 Regency Clean will not be responsible for triggering any alarm systems. Customer should give any special instructions for deactivation/activation of any household alarm systems.

 

2. END OF TENANCY CLEANING

2.1 Regency Clean reserves the right to amend the initial quotation, should the client's original requirements change.

2.2 If collection of keys is required from a location outside the postal code area of the cleaning scheduled, £16 (excl. VAT) charge will apply.

2.3 The customer understands that the price quoted is not a "package deal" and includes only cleaning labour.

2.4 Minimum duration of 4 hours per cleaning visit applies.

2.5 Customer agrees to provide a task list and all cleaning detergents and equipment (vacuum cleaner, mop, bucket and portable ladder) required to carry out the service, unless other arrangements have been made with Regency Clean. All cleaning equipment provided by customer, should be safe and in full working order.

2.6 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.

2.7 If the customer does not have cleaning detergents, Regency Clean will supply all necessary cleaning detergents for additional £5 per hour. This has to be requested at the time of the booking.

2.8 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.

 

3. ONE-OFF CLEANING / SPRING CLEANING

3.1. Regency Clean reserves the right to amend the initial quotation, should the client's original requirements change.

3.2. Minimum duration of 2 hours per cleaning visit applies.

3.3. Customer agrees to provide a list of tasks and all cleaning detergents and equipment needed for the required work, unless other arrangements have been made with Regency Clean.

3.4. All cleaning equipment should be safe and in full working order.

3.5. If the customer does not have cleaning detergents, Regency Clean will supply all necessary cleaning detergents for additional £5 per hour. This has to be requested at the time of the booking.

3.6. If collection of keys is required from a location outside the postal code area of the cleaning scheduled, £16 (excl. VAT) charge will apply.

3.7. The customer understands that the price quoted is not a "package deal" and includes only cleaning labour.

3.8. 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.

3.9. 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.

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4. CARPET CLEANING & UPHOLSTERY CLEANING

4.1. Regency Clean reserves the right to amend the initial quotation, should the client's original requirements change.

4.2. 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.

4.3. If water extraction is required due to flooding 30% extra charge will be added to the service price.

4.4. The client understands that additional Parking and Congestion charge may apply.

4.5. All carpet/upholstery cleaning orders are subject to £55 (excl. VAT) minimum call out charge. 1.4.6. If collection of keys is required from a location outside the postal code area of the cleaning scheduled, £16 (excl. VAT) charge will apply.

5. MATTRESS CLEANING - HYGIENICTECH METHOD

5.1. Regency Clean reserves the right to amend the initial quotation, should the client's original requirements change.

5.2. All mattress cleaning orders are subject to £55 (excl. VAT) minimum call out charge.

5.3. If collection of keys is required from a location outside the postal code area of the cleaning scheduled, £15 (excl. VAT) charge will apply.

5.4. The client understands that additional Parking and Congestion charge may apply.

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6. PAYMENTS

6.1 Payment is requested before the day of the cleaning session.

6.2 Payment can be made by bank transfer to Regency Cleans Bank Account, Sort Code: 23 05 80 Account No: 32161618. 

6.3 The Customer agrees that any outstanding amount owed to Regency Clean can be charged from the debit/credit card the customer has provided at the time of the booking.

6.4 Customer understands that any 'late payments' may be subject to additional charges.

6.5If 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.

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7. COMPLAINTS AND CLAIMS

7.1 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.

7.2 Regency Clean 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.

7.3 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.

7.4 Regency Clean may take up to 7 working days to respond to a complaint.

7.5 Regency Clean will not accept a complaint based on an Inventory check report, filed more than 24-hour after the cleaning session.

7.6 Complaints are accepted verbally over the phone and in writing. Complaints must be reported on completion or in the following 24-hour.

7.7 All fragile and highly breakable items must be secured or removed. Items excluded from liability are: cash, jewellery, items of sentimental value (the customer will be credited with the items present cash value), art and antiques.

7.8 Key replacement/locksmith fees are paid only if keys are lost by our operatives. There is a £30 per household liability limit.

7. 9Regency Clean agrees to keep all customers' information confidential.

7.10 In case of damage Regency Clean will repair the item at its cost. If the item cannot be repaired Regency Clean will rectify the problem by crediting the customer with the item's present actual cash value toward a like replacement from a Regency Clean’s source upon payment of cleaning services rendered.

8. INSURANCE

8.1 Regency Clean has a Public and Employer's liability insurance. The policy will cover any accidental damages caused by an operator working on behalf of Regency Clean, reported within 24 hours of service date.

8.2 There is £350 excess on any claim, of which £150 are paid by customer and £200 by Regency Clean.

8.3 Regency Clean reserves the right to refuse to share any of the confidential company's documents.

9. CUSTOMER SATISFACTION

9.1 Customer understands that he/she is not entitled to any refunds.

9.2 If the customer is not completely satisfied with a cleaning job, Regency Clean will re-clean any areas and items to customer's satisfaction. Therefore customer must allow the cleaner to be returned.

9.3 Customer must be present at all times during the recovery-clean. Regency Clean reserves the right not to return a cleaner more than once.

10. LIABILITY

10.1 Regency Clean reserves the right not to be liable for:

10.2 Completing tasks which are not stated on our task list;

10.3 Cleaning jobs not complete due to the lack of suitable cleaning detergents and/or equipment in full working order, hot water or power;

10.4 Third party entering or present at the customer's premises during the cleaning process;

10.5 Wear or discolouring of fabric becoming more visible once dirt has been removed;

10.6 Failing to remove old/permanent stains that cannot be removed using standard carpet cleaning methods;

10.7 Existing damage or spillage that cannot be cleaned/removed completely using provided by the customer cleaning detergents and equipment or standard carpet cleaning equipment;

10.8 Any damages caused by a faulty or not in full working order detergents/equipment supplied by the customer.

10.9 If the customer has got items which need special cleaning methods and special cleaning detergents, Regency Clean reserves the right to refuse the provision of the cleaning detergents.

10.10 Regency Clean 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;

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11. CANCELLATION

11.1 Customer may cancel or adjust the time of a cleaning visit/s by giving at least 48 hours advanced notice.

11.2 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.

11.3 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.

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