CleanGo UK – Terms and Conditions

 

By placing an order either over the phone or email, customer has given verbal or written agreement, and is bound to CleanGo UK Terms and Conditions

1 - SERVICES

A- END OF TENANCY CLEANING

I - CleanGo UK reserves the right to amend the initial quotation, should the client's original requirements change.

II - If collection of keys is required from a location outside the postal code area of the cleaning scheduled, there will be a £10 charge.

III - The customer understands that the price quoted includes only the service detailed on the quotation, unless otherwise arranged with CleanGo UK.

IV - Minimum duration of 4 hours per cleaning visit applies.

V - 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.

VI - If the customer is not present at the scheduled time of the clean the cleaners will wait for 20 minutes before leaving and the customer will be required to reschedule the clean for an alternative date.

VII - 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.

B - ONE-OFF CLEANING / SPRING CLEANING

I - CleanGo UK reserves the right to amend the initial quotation, should the client's original requirements change.

II - Minimum duration of 3 hours per cleaning visit applies.

III - Customer agrees to provide a list of tasks if they require specifics cleaned.

IV - If collection of keys is required from a location outside the postal code area of the cleaning scheduled, there will be a £10 charge.

V - The customer understands that the price quoted is not a "package deal" and includes only cleaning labour and basic cleaning products.

VI - 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.

VII - 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.

2 - PAYMENTS

A - Payment is requested prior to all cleaning services.

B - Payment can be made in card or bank transfer prior to all cleaning services.

C - Customer understands that any 'late payments' may be subject to a late payment charge of 8% under the payment legislation for every week the invoice is overdue.

D - 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.

3 - COMPLAINTS AND CLAIMS

A - 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.

B - CleanGo UK requires the presence of the customer or his/hers representative in the beginning and at the end of the cleaning services as an inspection can be carried out and if any corrections, should be made on the same day.

C  - 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.

D - CleanGo UK may take up to 7 working days to respond to a complaint.

E - CleanGo UK will not accept a complaint based on an Inventory check report, filed more than 24-hour after the cleaning session.

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

G - CleanGo UK are not held responsible for any breakages or damages, however all breakages and damages must be reported within 24 hours.

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

I - CleanGo UK agrees to keep all customers* information confidential.

4 - INSURANCE

A - CleanGo UK has a Public and Employer's liability insurance to the value of £1million.

B - CleanGo UK reserves the right to refuse to share any of the confidential company's documents.

5 - CUSTOMER SATISFACTION

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

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

C - Customer must be present at all times during the recovery-clean. CleanGo UK reserves the right not to return a cleaner more than once.

6 - LIABILITY

A - CleanGo UK reserves the right not to be liable for:

B - Completing tasks which are not stated on our task list;

C - Cleaning jobs not complete due to the lack of hot water or power;

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

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

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

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

H - If the customer has got items which need special cleaning methods and special cleaning detergents, CleanGo UK reserves the right to refuse the provision of the cleaning detergents.

I - CleanGo UK 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;

7 - CANCELLATION

A - END OF TENANCY CLEANING:

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

II - Customer agrees to pay 40% 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.

III- Customer agrees to pay 40% 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.

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

B - ONE-OFF CLEANING:

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

II - Customer agrees to pay 40% 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.

III - Customer agrees to pay 40% 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.

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

C - AFTER CANCELLATION OF THE CLEANING SERVICE

I - By entering into a service agreement with CleanGo UK, 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 CleanGo UK. 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.

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. CleanGo UK 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.