Terms and conditions
We request that you carefully read these terms and conditions. By using our website and any services, Our Company (Every Cleaning Ltd) may supply you agree to our terms and conditions as below. These terms and conditions apply to all services we provide and to the exclusion of all other terms and conditions, including those that the Customer may propose.
1. Pricing and orders
1.1 Prices on our website and quoted by the Company are based on estimated completion time and resources.
1.2 The Company may, and reserves the right to, amend the initial quotation if, upon further inspection or evaluation of the property during cleaning, the supervisor assesses that it will take more time and resources to complete the tasks. The Customer must accept the revised prices before the cleaning service.
1.3 Our order form with all information required to make your booking can be found on our website. You should provide detailed information about your required cleaning services when placing your order. Details may include the property size, the number and type of rooms to be cleaned, the type (s) of cleaning and the frequency of visits required.
1.4 Once you complete and submit your order, the Company will prepare a quotation and send it to you by email. We will notify you by email if we cannot accept your order. If you wish to make changes to the order after the Company receives it, tell us of the changes you require, and we will inform you if the changes can be accommodated and the fees that may accrue. We will amend the quotation accordingly and notify you if the changes can be accommodated. You may confirm acceptance of the quote by appending your signature and the date and returning it to us or by replying to our email confirming the order.
2. Parking and congestion
2.1 When you book our services, our cleaners may require parking upon arrival to carry out the job. Where this is the case, we will inform you and request that you provide us with a parking space or a valid vehicle parking permit. The Cleaner or Company is not liable to pay any parking penalties incurred from mistake or miscommunication on the part of the Customer. The Customer is responsible for paying such charges.
2.2 If the property to be cleaned is in a congestion zone, then the Customer will be required to pay the appropriate congestion charges.
3. Insurance and Liability
3.1 The Company does not accept liability for any loss or damages that are not foreseeable or as a result of the Customer’s negligence or non-adherence to the terms of this agreement. A loss or damage is deemed foreseeable if the Customer and Company contemplated this upon entering the agreement during the order or resulted from an obvious breach or negligence.
3.2 We maintain suitable and valid insurance, including public liability insurance of £500,000.
3.3 The Customer must report any loss or damage within 48 hours after the cleaning visit. The Company must receive all complaints or claims by email or correspondence and will not consider claims submitted after 48 hours of the cleaning visit.
3.4 Arrival time is an estimate, and the Company will not be liable for any missed or cancelled appointment costs resulting from delays in arrivals or extended completion times.
3.5 We request that the Customer take every reasonable measure to secure their properties. The cleaners cannot be relied on to provide any third parties with access to the property. The Company shall not be liable for damages or losses because of the presence or action of a third party within the duration of the cleaning visit.
3.6 The Company makes no representation or warranty that the cleaning services provided to customers are fit for commercial, business or industrial purposes. The Company shall not accept responsibility for any loss of profit or business, interruption to business, or loss of business opportunity.
3.7 Customers should ensure that all items that they deem irreplaceable are securely stored away and not to be handled or cleaned by the cleaners. When booking, the Customer should inform the Company of any expensive items requiring specialist treatment or chemicals.
3.8 The Company is not liable to pay for, or responsible for, any pre-existing damages or defects in or to the Customers property that may be discoverable while providing the cleaning services. These pre-existing damages may include but are not limited to old stains/spillages/burns/wears, which our cleaners cannot remove or clean using standard methods.
3.9 The Company shall not accept responsibility for any loss or damage resulting from the Customer’s not adhering to any reasonable instructions the Company or Cleaner gives.
3.10 While our cleaners make every effort to ensure no damage to the property, accidents do happen. When accidents happen and there is damage to the Customer’s property, the Company will attempt identical replacement but does not guarantee this.
3.11 The Company will repair the item where it is proven that our cleaners cause damage. Where the item is irreparably damaged or cannot be repaired, the Company will reimburse the Customer with the current cash value of a like replacement. The Customer must ensure that payment for the rendered service has been received in full by the Company, and only then does this liability apply.
4 Cancellations
4.1 A customer requiring regular cleaning visits can cancel if they notify the Company before the day or time they do not need the service. The Customer should inform the Company 48 hours before the pre-scheduled date or time. Provided the Customer notifies the Company as specified, the Company will not charge the Customer for cancelled visits. If at least 48 hours notice is not given, the Company will charge the Customer at the total rate.
4.2 A Customer requiring any professional cleaning services or end-of-tenancy cleaning service can cancel visits provided you give us a minimum of 24 hours’ notice before the scheduled cleaning visit. If the Company is not given at least 24 hours’ notice will charge the Customer 50% of the value of the job.
4.3 The Company reserve the right to cancel or reschedule a service. The need to cancel may arise when an accident or unexpected circumstances have prevented the assigned cleaners from making the appointment.
4.4 The Company reserve the right to terminate or refuse a cleaning job if the property harbour hazards or its conditions endanger the health and well-being of our Cleaners. The Customer would be charged 50% of the total value of the job if the Company was not made aware of this hazard 24 hours during booking or at least 24 hours before the visit.
4.5 The Customer may reschedule or cancel by email, online booking portal, web chat or phone our office.
4.6 The cleaning company has the right to cancel or reschedule a service in cases where an accident or any unexpected circumstances have befallen the assigned cleaning team. The Company will give you notice before a visit if a need arises for cancellation or when a cleaner is unavailable.
4.7 If a Customer orders regular service, the Company will endeavour to assign the same Cleaner for cleaning visits if available. The Company will inform the Customer when the assigned Cleaner is unavailable before the cleaning visit.
5. Complaints and Cleaning terms
5.1 The Company welcomes feedback from our customers. While we always use all reasonable endeavours to ensure that the Customer’s experience is positive, the Company nevertheless want to hear from the Customer if there is any cause for complaint.
5.2 The Customer is expected to provide cleaning products and equipment for regular domestic cleaning services. The Company does not accept responsibility for unsatisfactory cleaning service where the Cleaner is not supplied with cleaning equipment or product or offered inadequate ones.
5.3 You can contact the Company with questions or complaints by webchat or telephone. Our contact details can be found on our website.
5.4 The Company will not consider any refund claims once the cleaning service has been carried out.
5.5 The Company shall deem all services to have been carried out to Customer’s satisfaction if no written notice is received within 4 days of the work. For the complaint to be considered, the Customer must provide details in writing within these 4 days. The Company will not consider any complaint received beyond the stated 4 days period.
5.6 The Customer agrees to allow and grant access to the Company to inspect and clean any disputed areas/items before arranging a third party to carry out services. The Customer must not refuse to pay for services once cleaning has been done.
5.7 Where we have given notice in writing or by email for a recovery clean and are denied access to the property, the Company is not liable for any costs of not being granted access to attempt a recovery clean.
5.8 For end-of-tenancy cleaning, the Customer should endeavour to remove any object or piece of furniture that may hinder access to cleaning. While our Cleaners make efforts to be accommodating, the Company do not guarantee end-of-cleaners service when people or personal possessions are still present on the property before or after the cleaning. Where people or personal possessions are brought into the property after the cleaning service is provided, the Company shall not be at any cost of re-cleaning the property.
5.9 For end-of-tenancy cleaning, the Customer should defrost and remove all items from the fridge and freezer compartments and empty all cupboards and compartments. The Company reserve the right to refuse to clean any freezers which have not been defrosted.
5.10 While the Company make every effort to clean appliances to a high standard, we are not liable for any encrusted dirt (possibly due to but not limited to lack of cleaning since purchase) that cannot be removed using chemicals.
5.11 The Company is not responsible for removing odours or cigarette smoke while providing the cleaning service and shall not be liable for any deductions.
5.12 The Customer should ensure proper carpet fitting before cleaning, as the Company is not liable for any shrinkage resulting from poor fitting.
5.13 The Customer agrees not to place furniture on a carpet that has not entirely dried, as the Company shall not accept any liability for any damage caused by this.
5.14 The Company cannot guarantee the removal of any pre-existing carpet discolouration or stains. We will endeavour to note, identify and attempt to remove spots and stains requiring treatment. However, the Company makes no guarantee to remove these stains and marks entirely due to the chemical nature of the stains, e.g., tannins, wine stains, etc.
5.15 The Customer agrees to remove all furniture, goods and breakables before the cleaning is carried out. The Company is not liable for any damages resulting from the Customer not removing these items. The Company shall only accept responsibility for damages proven to be caused by direct action or negligence of our Cleaners.
5.16 The Company is not liable for a colour run or migration due to manufacturers or Customer’s use of non-colourcast dye or markers in linings, trimmings, padding, stuffing, frames, piping, sewing threads and valances.