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Fresh and Clean London, Ltd

T: 02036450608

M:07872057155 / 07476290913

 

Address: 72 Great Suffolk Street Southwark, SE1 0BL, London

E-mail: info@freshandcleanlondon.co.uk

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Terms and Conditions - Fresh & Clean London Cleaning Services

 

 

Fresh & Clean London Ltd. reserves the right to make any changes to any part of these terms and conditions without giving any prior notice. 

 

By ordering Fresh & Clean London Ltd service by telephone, e-mail, fax or it's website the Client agrees to be bound by Fresh & Clean London Ltd terms and conditions. 

 

1. REGULAR DOMESTIC AND COMMERCIAL CLEANING SERVICES 

  • Minimum of 3 hours per cleaning visit applies.
  • Fresh & Clean London provides regular domestic cleaning at a rate of £/hour for cleaning services organized on weekly or fortnightly basis. Regular commercial cleaning is charged £/hour on weekly or fortnightly basis.
  • The client agrees to pay a weekly invoice to Fresh & Clean London by every Friday. If the payment is not received, the cleaning company reserves the right to suspend/cancel the service immediately or hold the keys till payment is made.
  • For all regular domestic cleaning services we require at least on week's notice to terminate the service.
  • If any estimates If any of how long it will take our operatives to do the job required are being provided that is only an estimate based on the average time it takes to clean a home or office 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.
  • Client agrees to provide a list of tasks and all cleaning materials and equipment needed for the required work, unless other arrangements have been made with Fresh & Clean London Ltd.  If the Client does not have cleaning materials and asks Fresh & Clean London to purchase requested items on their behalf, she/he understands that an applicable charge will be assessed.
  • All cleaning equipment should be safe and in full working order.
  • Client understands that the price he/she has been quoted does not include anything apart from cleaning and ironing labour.
  • If an Fresh & Clean London Ltd operative needs to collect keys from a third party's address outside the postal code of the premises where work is to be carried out then a £10.00 charge will apply.
  • Fresh & Clean London will not be responsible for triggering any alarm systems. Customer should give any special instructions for deactivation/activation of any household alarm systems.
  • Fresh & Clean London reserves the right not to continue with the job if on inspection, it is found that the material to be cleaned or treated is not suitable for cleaning or treatment. Fresh & Clean London also will not continue with the job if for example water or power is not available or if there is interference in the work from the Client or any other person.

          

2. ONE OFF CLEANING/ AFTER BUILDERS CLEANING

  • Fresh & Clean London provides end of tenancy, one-off and spring cleaning at a rate of £12/hour per person for cleaning services. After builders cleaning is charged £13/hour per person.
  • If any estimates of how long it will take our operatives to do the job required are being provided that is only an estimate based on the average time it takes to clean a property 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.
  • Client 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.
  • If the Client does not have cleaning materials, Fresh & Clean London will supply them for additional £2 per hour. This has to be requested at the time of the booking.
  • If the Client does not have cleaning materials and equipment, Fresh & Clean London will supply them for additional £40 one off delivery charge. This has to be requested at the time of the booking and dose not include the cleaning labour.
  • All cleaning equipment provided by the Client should be safe and in full work.
  • The client understands that the price he/she has been quoted is not for a "package deal" and does not include anything apart from cleaning labour.
  • The End of Tenancy Cleaning, One Off/Spring Cleaning and an After Builders Cleaning do not include cleaning of: walls, ceilings, curtains, exterior windows, balcony, patio, gardens, washing up, laundry and professional carpet and upholstery cleaning.
  • If an Fresh & Clean London Services Ltd operative needs to collect keys from a third party's address outside the postal code of the premises where work is to be carried out then a £10.00 charge will apply.
  • Fresh & Clean London will not be responsible for triggering any alarm systems. Customer should give any special instructions for deactivation/activation of any household alarm systems.
  • Client is advised that an end of tenancy cleaning may take double the length of the 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 the same service.
  • Fresh & Clean London reserves the right not t o continue with the job if on inspection, it is found that the material to be cleaned or treated is not suitable for cleaning or treatment. Fresh & Clean London also will not continue with the job if for example water or power is not available or if there is interference in the work from the Client or any other person.

 

3.1. END OF TENANCY CLEANING

 

​3.1.1.GENERAL

  •  For bedrooms bigger than 20 square meters and living rooms bigger than 40 square meters the price quoted will increase and you agree that you agree to any change in said price.
  • The Customer must ensure that all personal belongings are completely moved out. In the event that this is not complied with, the Customer agrees to an additional charge of £50+VAT may be charged.
  •  Rubbish or waste removal is not part of the Cleaning Company’s end of tenancy cleaning service and will incur an additional charge.
  • If the Customer is more than 30 minutes late a late fee may will be charged and the Customer agrees to such a charge.
  •  An additional charge of £50+VAT will be applied if the Cleaning Company have to unblock drains.
  • Any price quoted is based on one single fridge freezer and one single oven. If any larger and/or additional appliances are to be cleaning the the Customer will incur an additional charge, such charge being at the discretion of the Cleaning Company.
  •  If any ladders are required to reach any areas then the need for a ladder must be stated at booking. In the event that any ladder is required, the Customer will be liable for an additional charge, such charge to be at the discretion of the Cleaning Company.
  • The cleaning of 1) walls 2) any mould on walls or ceilings 3) the inside of toasters, kettles and other electrical appliances is not included in any quote which is provided to the Customer. The Company must be notified of any wall washing requirements at the time of booking.
  • Any price offered to the Customer will not include the cleaning of either vacuum cleaners, ironing boards, curtains or any other items which have been left in storage cupboards.
  • The client understand that additional parking and congestion charges may apply.
  • The client shall be responsible to remove or store away any valuables out of sight, prior to the start of the cleaning. We shall not be responsible for your failure to secure your valuables.

 

3.1.2. Complaints and Cleaning Guarantee

  • No refund claims will be considered once the cleaning service has been carried out.
  • All services shall be deemed to have been carried out to the Customer’s satisfaction unless written notice is received by the Company with details of the complaint within 72h of the work being completed. We will fully investigate any complaint and attempt to resolve it in a professional and timely manner.
  • The Customer agrees to allow the Company back to re-clean and inspect any disputed areas/items before arranging a third party to carry out services or refusing to pay for the service.
  • The Company reserves the right to only offer one recovery clean per service.
  •  Where access is denied for a re clean we are not liable for any costs associated with not being granted permission to re enter the property and carry out the re clean.
  • Our cleaning guarantee applies for 72hours from when the cleaning was completed. Any complaints after this time may not be considered.
  • We cannot guarantee our End of Tenancy Cleaning service when people or personal possessions are still present in the property during or after the time of the cleaning.
  • Fridges and Freezers should be emptied and defrosted prior to our arrival and turned off so we can clean them. We will not be liable for cleaning freezers which have not been defrosted and reserve the right to return to re clean the property for this reason alone.
  • We will do our best to make sure your appliances are cleaned to a high standard. However, if they have not been cleaned since they were purchased regrettably we will not be liable for ingrained dirt that cannot be removed using chemicals.
  • We cannot guarantee the removal of pet odors or cigarette smoke during the cleaning and will not be liable for any deductions for this.
  • If the Client is not satisfied with the cleaning service provided and a complaint has been placed in the stated 72 hours after the job has been completed, Fresh & Clean London reserves the right to return a cleaner and re-clean any areas and items to Client’s satisfaction. Therefore the Client must allow the cleaner to be returned and he/she should be at present at all times during the re-clean visit.

3.1.3. Cancellation

  • If you cancel your cleaning appointment less than 48 hours prior to the scheduled time, the Cleaning Company will charge you a £50+VAT cancellation fee. If you cancel your cleaning appointment more than 48 hours in advance of the appointment you will not incur a cancellation charge.
  • If you reschedule your cleaning appointment less than 48 hours prior to the scheduled time, the Cleaning Company will charge you a £25+VAT cancellation fee. Rescheduling your service at least 2 days in advance of the appointment, will incur no charges.
  • We reserve the right to refuse any cleaning job if the condition of the property is hazardous to the health and well being of our operatives,  if there's any personal belongings, furniture or if there are still people living there. If we are not aware of this before arrival and we are unable to carry out the work as a result, we will charge you 50% from your quote to cancel your booking or to reschedule your booking.
  • Both the initial booking fee and any deposit will be strictly non-refundable under any circumstance.
  • Clients agrees to pay 50% of the quote as a cancellation fee or to reschedule in the event of a lock- out cased by our cleaners being turned away; no one home to let them in;  if there's any personal belongings, furniture or if there are still people living there; no water or power available at Client's premises or problem with clients keys. If keys are provided they must open the lock without any special efforts or skills
  • The Cleaning Company may cancel or reschedule a service, where any accident or any unexpected or unforeseeable circumstances arise during the cleaning. The Company will not be liable to the Customer in any way in the event that any cleaning is cancelled further to this clause.
  • The Company will not be liable for any mistake made with regards to the booking. The Company will read back any booking made by telephone so as to confirm said booking. If a booking date is incorrect and the cleaners are subsequently turned away, the Cleaning Company will charge a £65+VAT fee to the Customer.
  • The Customer can reschedule or cancel the appointment over the phone or by e-mail.

 

3.1.4. Cancellation

  •  All payments must be cleared prior to service commecement. We accept bank transfer/standing order and deposit in the Lloyds Bank. We reserve the righ to cancel services without notice for non-cleared funds.
  • Your first invoice is due in advance prior to service commecement and needs to be paid in 24 hours, if not we reserve the right to cancel services without notice.

 

​4. CARPET/UPHOLSTERY CLEANING SERVICES

  • All carpet/upholstery cleaning orders are subject to £50.00 minimum call out charge.
  • Fresh & Clean London reserves the right to amend the initial quotation should the Client's original requirements change.
  • Differences in excess of 10% will be discussed with the Client prior to the start of the work.
  • If Fresh & Clean London personnel need to collect keys from a third party's address outside the postal code of the premises where work is to be carried out then a £10.00 charge will be added to the price of the service.
  • If the Client has a dog, cat or other hairy animal hair slowing down the cleaning process additional 30% extra charge will be added to the service price.
  • If water extraction is required due to flooding 30% extra charge will be added to the service price.
  • Any charges like Central London congestion charge and parking will be added to the Client's invoice unless different agreement was made.
  • If the Client premises are above the third floor of a building with no lift additional charge of £10 will apply.
  • Fresh & Clean London reserves the right not to continue with the job if on inspection, it is found that the material to be cleaned or treated is not suitable for cleaning or treatment. Fresh & Clean London also will not continue with the job if for example water or power is not available or if there is interference in the work from theClient or any other person.
  • The company shall not be liable for shrinkage of carpets as a result of poor fitting.
  • The company is not liable for any wear or discoloration of fabric that becomes more notable once dirt is removed.
  • We shall not be responsible for any damage caused as a result of the costumer placing furniture on a carpet which has not completely dried.
  • The company cannot guarantee the removal of pre existing stains and/or any discoloration of the carpet.

 

5. PAYMENTS

 

  • Payment is due prior to service commencement in the form of a bank transfer/standing order or a major credit/debit card (UK only) payment. We reserve the right to cancel services without notice due to declined credit card transactions or non-cleared funds.  
  • Fresh & Clean London reserves the right to suspend cleaning services if weekly payments are missing.
  • Payment is requested on completion on the day of the cleaning session.
  • One off service requires a deposit payable to the company by debit/credit card in advance. The remaining balance must be paid by cash or cheque to the cleaning operative before the operative leaves the Client's premises. If no payment has been received at the time of completion of the cleaning service, the client agrees to and authorizes the Company to charge his debit/credit card with the outstanding amount.
  • The Company reserves the right to charge interest on invoiced amounts unpaid for more that 4 days at the rate of 8% per annum above the Bank of England base rate from the due date until the date of actual payment.
  • Payment can be made with debit or credit card over the phone (This need to be made in advance). If payment is made by credit card 3% surcharge will apply. Fresh & Clean London will not share the Client’s card details with a third party.
  • The Client's agrees and authorizes Fresh & Clean London Ltd to charge any outstanding amount owed to Fresh & Clean London with regards to the cleaning services provided plus parking and congestion charges fees (if any) and up to the total amount of the booked services to the debit/credit card the Client's has provided.
  • Client understands that any ‘late payments’ may be subject to additional charges.
  • If payment is not made after 4 days of invoice then the account will be passed to a collections agency, after which a charge of 15% 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.
  • It is condition of this agreement that all invoices MUST be paid within 4 days if not the client will have the service canceled and additional charges.
  • The client agrees that Fresh & Clean London don't amend invoices but make adjustments on next, second, third or fourth invoices.
  • All payments must be maid in Great Britain Pounds.

 

6. REFUNDS

  • No refund claims will be entertained once the cleaning service has been carried out.
  • Refund will be issued  only if the Client has cancelled a cleaning visit within the allowed time (48 hours) prior to the start of the cleaning session and a payment  has been already taken by the Company.
  • Refund will be issued if a cleaning operative does not attend a cleaning visit, payment for which has been already collected by the company.

 

7. COMPLAINTS AND CLAIMS

  • Client accepts and understands that poor service, breakage/damage or theft must be reported within 48 hours from the service date. Failure to do so will entitle customer to no refunds or recovery cleanings.
  • Fresh & Clean London  requires the presence of the Client or his/hers representative in the beginning and at the end of the cleaning session so an inspection can be carried out and if any corrections are needed, should be made on the same day. If a Client is not completely satisfied with the cleaning services, Fresh & Clean London will re-clean any areas and item/s before the completion of the service.
  • If the Client has scheduled an inventory check then it must be scheduled to commence no later than 48 hours after the cleaning job has been done.
  • Fresh & Clean London may take up to 5 working days to respond to a complaint.
  • Fresh & Clean London will not accept a complaint based on an Inventory check report, filed more than 48-hour after the cleaning session.
  • Complaints are accepted in writing (letter, e mail or Fax). Complaints must be reported on completion or in the following 48-hour.
  • All fragile and highly breakable items must be secured or removed. Items excluded from liability are: cash, jewelry, items of sentimental 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.
  • Client should appreciate that carpets often will not have a consistent appearance after cleaning by reason of differences in wear and tear. Sunlight will sometimes cause fading in areas of the carpet and cleaning can not rectify this. Stains are not always visible before dirt is removed and it may not be possible to remove those stains completely. Fresh & Clean London Services will use its best efforts provide a good result but Clients are asked to be aware of these limitations which are common to all cleaning operations.
  • In case of damage Fresh & Clean London Service Ltd. will try to repair the item/s if it agrees that it caused the damage. If the item/s cannot be repaired Fresh & Clean London Ltd will rectify the problem through its insurance company by crediting the Client with the item/s if it is proven to be by our personnel.
  • Fresh & Clean London reserves the right not to be responsible for: delay for a cleaning visit due to a traffic congestion, postponed service due to broken equipment, job not complete due to  lack of  hot water or power and suitable cleaning materials and/or equipment in full working order provided by the Client, tird party entering or present at Client’s premises obstructing the cleaning process, accidental damages worth up to £50 or less.

 

​8. INSURANCE

  • Fresh & Clean London has a Public and Employer's liability insurance. The policy will cover any accidental damages caused by an operator working on behalf of Fresh & Clean London, reported within 24 hours of service date.
  • Insurance cover does not include anything that may  break down or stop working at any time such as: dishwasher, washing machine, oven, cookers, extractor fans, fridge, freezer, etc, any other items, instability of which the Cient is already aware for such us bathroom appliances or any fixtures. The Client is obliged to warn the Company or the cleaner about appliances that are poorly fixed or not in full working order.
  • Fresh & Clean London reserves the right to refuse to share any of the confidential company’s documents.

 

9. CLIENT SATISFACTION

  • Client understands that he/she is not entitled to any refunds.
  • If the Client is not satisfied with the cleaning service provided and a complaint has been placed in the stated 48 hours after the job has been completed, Fresh & Clean London reserves the right to return a cleaner and re-clean any areas and items to Client’s satisfaction. Therefore the Client must allow the cleaner to be returned and he/she should be at present at all times during the re-clean visit.
  • Fresh & Clean London reserves the right to return a cleaner not more than once.

 

10. CANCELLATION

  • Client may cancel the scheduled cleaning job up to 48 hours prior to the agreed start time.
  • Client agrees to pay 50% of the quote as a cancellation fee if he/she cancels or changes the date/time less than 48 hours prior to the scheduled appointment.
  • Clients 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;  if there's any personal belongings, furniture or if there are still people living there; no water or power available at Client's premises or problem with clients keys. If keys are provided they must open the lock without any special efforts or skills.
  • If an initial deposit has been paid to Fresh & Clean London Ltd then Client agrees that deposit funds may be used to cover the cancellation fee.

 

11. AFTER CANCELLATION OF THE CLEANING SERVICE

  • By entering into a service agreement with Fresh & Clean London Ltd., the Client 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 Client by the company. If the Client wishes to hire or use domestic services provided by such a cleaner then he/she must pay a referral fee of £600.
  • Fresh & Clean London Ltd reserves the right to amend the Terms & Conditions as necessary.

 

 

 

​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. Fresh & Clean London Ltd. reserves the right to make any changes to any part of these terms and conditions without giving any prior notice.

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