Terms & Conditions

If you would like to receive a copy of our terms and conditions, please contact us.

These terms and conditions apply to all of our professional cleaning services booked on line. We have the right to alter any items with it and it shall supersede prior agreement with exception to existing and active contracts. Regardless of how you hire us; phone, online, fax, or actual physical negotiation, all contracts are subjected to these terms and conditions.

❖ Our Services

End of Tenancy Cleaning Services

IMPORTANT NOTICE:

• We need anything but electricity and running hot water.

• Duration of the service depends on the size and condition of the property. The session is unlimited in time, so our technicians will stay as long as it takes to clean it to the best possible standard.

• The session is guaranteed for 72 hours after the cleaning unless the condition of the property is critical.

• Professional carpet and upholstery cleaning services booked together with End of Tenancy Cleaning are not part of the 72-hour guarantee.

• We require the property to be empty of personal belongings and people living there, to guarantee the best results.

• Fridges/freezers must be defrosted 24 hours in advance or they cannot be cleaned deeply.

• Wall cleaning is not part of the End of Tenancy Cleaning service. Our technicians will remove any cobwebs.

• We reserve the right to amend the price of the service if there are any discrepancies between the scope of the works required and the agreement made upon booking.

• If any third parties other than the landlord or checkout agent enter the property between the cleaning session and the inspection, the guarantee will be void.

• If any omissions are discovered, the Client agrees to allow our company to return and resolve them before using the services of a third party. No third party fees will be covered.

• Any damages, suspected to have occurred during the clean, must be reported within 48 hours after the service took place.

Steam Cleaning Services

• Professional carpet and upholstery cleaning technicians fully equipped for the job

Deep hoovering with industrial-strength vacuum cleaners

Pre-treatment with top-notch detergents for stains, dirty patches, high-traffic areas

Washing with a professional Hot-Water Extraction machine, injecting a detergent mix into the fibresand removing 95% of moisture and all dirt

Upon request, we can bring an air-mover device to speed up the drying process

IMPORTANT NOTICE:

• Nobody on the market can guarantee complete removal of stains and odours. That is always related to the age of the stains, their cause and if they were previously treated. Professional Steam Cleaning services booked with End of Tenancy cleaning are not part of the 72-hour guarantee.

• The carpets will need several hours to dry completely after the cleaning service. Do not place any furniture or step with shoes on the carpets while there is still moisture in them.

• Our technicians will not move furniture that is too heavy to lift without considerable strain and effort. Dragging across the ground is forbidden, as that may cause damage to the flooring.

Oven Cleaning Services

Professional Oven Cleaning technician

All detergents, equipment and vessels provided by the cleaners

Condition check to confirm good working order prior to cleaning

Mixing a professional solution from industrial power detergents

Disassembly of the oven to its main components –side racks, back panel, fan, oven door

Soaking into the solution to remove any debris and grease layers without leftover smells, vapoursor smoke after the cleaning

Assembly and condition check to confirm good working order after the clean

IMPORTANT NOTICE:

● Our cleaning technicians are not responsible for any pre-existing mechanical or electrical damage to the oven or other appliances.

• The procedure does not violate guarantee terms and conditions of appliances, so the warranty if any will not be affected.

• It is recommended to have your oven professionally cleaned at least once every six months. Heavy grease layers, left untreated over long periods of time, can damage the surface of the oven.

Our technicians will not attempt to remove the oven’s heating element/baking coil or any other components which may conduct electricity and/or gas.

Deep Cleaning services

IMPORTANT NOTICE:

• Wall cleaning is not part of the service. Our technicians will remove any cobwebs.

• Any damages, suspected to have occurred during the clean, must be reported within 48 hours after the service took place.

• There is no guarantee for the complete removal of mould, as it often causes damage to the surfaces it is found on.

• Fridges/freezers booked as part of the service must be defrosted 24 hours in advance or they cannot be cleaned deeply.

• Our technicians will not touch any personal belongings that may hold monetary or sentimental value, in order to avoid potential damages.

• There is no re-clean guarantee attached to the service. The customer is responsible for inspecting the property and ensuring the level of cleaning is to their satisfaction before departure of the technicians. If any follow-up visits are necessary after completion of the service, they will only be performed on extra charge.

• The level of cleaning achievable depends on the age and condition of the property. Our technicians will clean to the highest possible standard and the customer agrees to cover the associated costs, even if that standard does not match their expectation

❖ PAYMENTS

• We reserve the right to demand 50% of the total cleaning contract. Should there be a cancellation, we require 48 hours notice for you to do so. Otherwise, we are not obligated to provide for a refund and we have the right to keep advanced payment should you fail to advise us within the prescribed time allotted for you.

• Payment can also be made in cash on completion of the service.

• We demand that balance of payment shall be deposited on the same once the client is satisfied after all the cleaning services are completed.

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

• If payment is not made after 7 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.

❖ COMPLAINTS AND CLAIMS

• 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.

• Professional Housekeeping Services 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.

• 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.

• Professional Housekeeping Services may take up to 7 working days to respond to a complaint.

• Professional Housekeeping Services will not accept a complaint based on an Inventory check report, filed more than 24-hour after the cleaning session.

• Complaints are accepted verbally over the phone and in writing (letter, e mail or Fax). Complaints must be reported on completion or in the following 24-hour.

• 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.

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

• Professional Housekeeping Services agrees to keep all customers* information confidential.

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

❖ INSURANCE

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

• There is £350 excess on any claim, of which £150 are paid by customer and £200 by Professional Housekeeping Services .

• Professional Housekeeping Services reserves the right to refuse to share any of the confidential company's documents.

❖ CUSTOMER SATISFACTION

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

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

• Customer must be present at all times during the recovery-clean. Professional Housekeeping Services reserves the right not to return a cleaner more than once.

❖ LIABILITY

• Professional Housekeeping Services reserves the right not to be liable for:

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

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

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

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

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

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

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

• If the customer has got items which need special cleaning methods and special cleaning detergents, Professional Housekeeping Services reserves the right to refuse the provision of the cleaning detergents.

❖ CANCELLATION

REGULAR DOMESTIC CLEANING

• Customer may cancel or adjust the time of a cleaning visit/s by giving at least 24 hours advanced notice.

• 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.

• 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.

• If keys are provided they must open the lock without any special efforts or skills.

• Customer agrees to pay the full price of one cleaning visit in case of a termination of the service if the customer has given less than one week advanced notice.

Customer may terminate the cleaning service by giving thirty calendar days (30 days) advanced notice in writing(also via email) and specifying the last cleaning date and give reason.

END OF TENANCY CLEANING:

• 48 hours notice is required if customer should either decide to cancel or re-schedule a cleaning appointment.

• Customer agrees to pay 50% of the quote as a cancellation fee if the customer cancels or changes the date/time less than 48 hours prior to the scheduled appointment.

• Customer agrees to pay 50% of the quote as a cancellation fee in the event of a lock-out cased by 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.

• If keys are provided they must open the lock without any special efforts or skills. If an initial deposit has been paid to Professional Housekeeping Services then the customer agrees that deposit funds may be used to cover the cancellation fee.

ONE-OFF CLEANING:

• 48 hours notice is required if customer should either decide to cancel or re-schedule a cleaning appointment.

• Customer agrees to pay 50% of the quote as a cancellation fee if the customer cancels or changes the date/time less than 48 hours prior to the scheduled appointment.

CARPET AND UPHOLSTERY CLEANING:

• 48 hours notice is required if customer should either decide to cancel or re-schedule a cleaning appointment.

• Customer agrees to pay 50% of the quote as a cancellation fee if the customer cancels or changes the date/time less than 48 hours prior to the scheduled appointment.

AFTER CANCELLATION OF THE CLEANING SERVICE

• By entering into a service agreement with Professional Housekeeping Services , the customer agrees that after the termination of the cleaning service he/she will not hire or use any domestic services provided by a present or past cleaner introduced to the customer by Professional Housekeeping Services. If the customer wishes to hire or use domestic services provided by such a cleaner then he/she must pay a referral fee of £400.