Terms of service.
By accepting a quote and making a booking either over the phone, e-mail or website’s contact forms, the customer agrees to be bound the following terms & conditions of Ultraclean Solutions.
Below you can read about the terms and conditions that apply when you book our professional cleaning services.
Carpet and upholstery cleaning
Domestic cleaning
End of tenancy cleaning
Definitions
1. In these Terms of Business the following definitions apply:
“The Company”, “We”, “Us” – means Ultraclean Solutions LLP, 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ
“Cleaner” or “Cleaning Operative” – means the person or firm providing cleaning service on behalf of the Company.
“Customer” – means the person or corporate body together with any subsidiary or associated company as defined by the Companies Act 1985 to whom the cleaning service are supplied by the Company.
“Customer’s Address” – means the address where the Customer has requested the cleaning services to be carried out.
“Service”, “End of Tenancy Cleaning”, “EOT”, “Move In / Out Cleaning”, Deep Cleaning” – means the cleaning services provided on behalf of the Company.
“Cleaning Visit” – means the visit to the Customer’s service address by the Cleaner in order to provide the Service.
1.2. Unless the context requires otherwise, reference to the singular include the plural and references to the masculine include the feminine and vice versa.
1.3. The Headings contained in these Terms are for convenience only and do not affect their interpretation.
Contract
2.1 These Terms and Conditions represent a contract between Ultraclean Solutions and the Customer.
2.2 Both parties will ensure that their respective responsibilities under this agreement are undertaken in compliance with all statutory regulations and codes of conduct.
2.3 The Customer agrees that any use of the Company’s cleaning service, including placing an order for services by phone, text message, email, website forms will constitute the Customer’s acceptance of these Terms and Conditions.
2.4 Unless otherwise agreed in writing by a manager of the Company, these Terms and Conditions will prevail over any other terms of business or purchase conditions put forward by the Customer.
2.5 No variation or alteration of these Terms and Conditions will be valid unless approved in writing by a manager of the Company
Quotations
3.1. Carpet cleaning service is charged per square metre taking into account the type of carpet fibres.
3.2. We use national average room sizes when calculating quotations over the phone.
3.3. All quotations are given by the Company following a request by the Customer and will remain open to acceptance for a period of 30 days from their date.
3.4. We reserve the right to amend the initial quotation, should the Customer’s original requirements change.
3.5. Differences in excess of 10% will be discussed with the Customer prior to the start of the work.
VAT
4.1. . Any shown prices include VAT.
Equipment
5.1. The Company will provide all cleaning supplies and carpet cleaning equipment required to provide the cleaning services.
5.2. The Customer must provide running water and electricity at the premises where the cleaning services take place.
Payment
6.1 The Customer must make payment either by cash, cheque or Paypal before the cleaner leaves the Customer’s property.
6.2 Although greatly appreciated and a powerful way to say ‘Thank you’, the Customer understands that tipping is not required.
6.3 We reserve the right to charge interest on invoiced amounts unpaid for more than 14 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 under the Late Payments Act.
6.4 All bank charges incurred due to a Customer’s cheque being returned unpaid will be passed to the Customer at a flat rate of £20.00 per cheque.
6.5 We reserve the right to cancel any contract and back charge additional for past services to reflect the balance of the standard rate if any misleading or false information was used to obtain discounted cleaning service.
6.6 Where such alternative arrangements have been made the Customer must make payment within 14 days of the invoice date.
6.7 The rates of payment by the Company will be as agreed between the Company and the Customer, or his representative. The Customer will make no reduction or retention from the sum due under any invoice.
Cancellation
7.1. The Customer can cancel the booking by providing a written notice to be received by Us not less than 48 hours prior to the cleaning services start.
7.2 If key/s are provided they must open all locks without any special efforts or skills.
7.3. If the Customer needs to change a Ultraclean Solutions or time, the Company will do its best to accommodate him. Any changes to booked cleaning service are subject to a 48 hours prior notice and availability.
Refunds
8.1. Refund will be issued only if:
8.1.1 The Customer has cancelled a cleaning service within the allowed time of 48 hours prior to the start of the cleaning service;
8.1.2 A cleaner has not been able to provide the cleaning due to reasons beyond the Customer’s responsibility.
Complaints
9.1. We request that complaints or feedback be provided in writing (by letter or email) within reasonable time of cleaning services completion, to ensure that the details are received in a clear and complete manner.
9.2. All cleaning services will be deemed to have been provided to the Customer’s satisfaction unless a written notice detailing the complaint is received by the Company within reasonable time of services completion. The Company will fully investigate any complaints and attempt to resolve them to the satisfaction of the Customer, or alternatively to a reasonable standard.
9.3. The Customer agrees to allow the Company back to re-clean any disputed areas or repair damaged items, before making any attempts to clean those areas himself or arranging a third party to provide a cleaning or repair service with regards to the above. Failure to do so will void our Company Guarantee and we will consider the matter fully settled.
Claims
10.1. The Customer agrees that due to the nature of the cleaning services the Company guarantees only to correct any problems reported within reasonable time of the completion of the cleaning services. Failure to do so will entitle the Customer to nothing.
10.2. We may require entry to the property of the claim as soon as possible in order to rectify the problem.
10.3. The Customer agrees to inspect the work immediately upon the cleaning is done and to draw the cleaners’ attention to any outstanding issues while they are still on site. The cleaners will provide any such additional work to the Customer’s complete satisfaction.
10.4. If the Customer or any third party instructed by the Customer is not present at the time of completion of the cleaning services to inspect the work then no claims regarding any cleaning issues can be made.
10.5. If the Customer instructs a third party to inspect the result from the cleaning service then the Company must be notified before completion of the service.
10.6. In case of a third party inspecting or refusing to inspect the result from the cleaning service then the Company cannot be held responsible for rectifying any outstanding cleaning issues not mentioned by the third party.
10.7. Any refunds or adjustments must be requested to Us directly and subject to approval by Us.
10.8. The Customer waives his right to stop payment on his cheque or protest a Paypal charge unless the Company fails to make good on the guarantee shown in part 13.
10.9. While the Company cleaners make every effort not to break items, accidents do happen. Identical replacement is always attempted but not guaranteed. For this specific reason, We request all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and /or not cleaned by the cleaners.
10.10. In case of confirmed damage, caused by cleaners, the Company will attempt to repair the item at its cost. If the item can’t be repaired We will rectify the problem by crediting the client with the item’s present actual cash value toward a like replacement from a Company’s source upon payment of cleaning service rendered.
10.11. We will not be responsible for damage due to faulty and/or improper installation of any item. All surfaces (i.e., marble, granite, wood etc.) are assumed sealed and ready to clean without causing harm.
10.12. No claims will be entertained if the Customer has an outstanding balance aged more than 14 days.
Liability
11.1. The Company will not be liable under any circumstances for any loss, expenses, damages, delays, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Customer arising from or in any way connected with:
11.1.1 Its failure to provide its services as a result of factors that are beyond its control. Factors beyond its control include acts of floods, severe weather condition, and inability to gain access to premises, lack of appropriate resources, such as water, electricity, and lighting;
11.1.2 Late arrival of Company’s cleaners at the service address. The Company endeavours to be right on time on any visit but sometimes due to transport related and other problems which are beyond the Company’s control, the Company’s cleaners may arrive with a delay or the cleaning visit may be re-scheduled.
11.1.3 An existing damage to Customer’s property in the form of old stains/burns/spillages etc. which can’t be cleaned/removed completely by the cleaners using the industry standard cleaning methods;
11.1.4 Non satisfactory result from the cleaning services due to the Customer or third party walking on wet floors or using appliances during or shortly after the cleaning process;
11.2. The Company will not be liable for any damages worth £40.00 or less.
11.3. The Company will not be liable for any odours arising during and/or after cleaning service when this is due to factors such as, lack of ventilation, and/or appropriate heating.
11.4. The Company will not be liable under any circumstances for any loss, expenses, damages, delays, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Customer if the Customer has an outstanding balance aged 14 days or more from the date the payment was due.
Supplementary Terms
12.1. If the Customer requests key/s to be collected by the Company’s operative from an address outside the postal code of the Customer’s address then a £10.00 charge will apply. The charge will cover only the pick up of key/s. If said key/s need to be returned back to the pick up address or any other address another charge of £5.00 will apply.
12.2. If any estimates of how long it will take the cleaners 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 Customer’s, it being difficult to estimate precisely how long such tasks may take and that a degree of flexibility may be required.
12.3. The quotation excludes the clearing of debris left by tradesman or building work unless otherwise stated.
12.4. Our operatives are happy to move furniture. Due to Health and Safety regulations one cleaner will attempt to move only furniture that requires no more than one person.
12.5. The Company will arrange an immediate replacement should an operative can’t attend a scheduled visit and will inform the Customer prior to the visit.
12.6. All fragile and highly breakable items must be secured or removed.
12.7. The Customer will ensure that all valuables are stored away when work is provided and that the property is supervised by the Customer or his representative at all times during the course of the work. The Company will not be responsible for the Customer’s failure to comply with this obligation.
12.8. The provisions of this contract are not intended to confer any benefit upon Third parties and the provisions of the Contracts (Rights of Third Parties) Act 1999, are hereby expressly excluded from this agreement.
12.9. The Company reserves the right to make any changes to any part of these Terms and Conditions without giving any prior notice. The Company may add to or alter these Terms and Conditions from time to time and any alterations or additions will apply to new business but not to existing contracts. Please refer to your copy of these Terms and Conditions.
Our Guarantee
13.1 The Company has built its business and reputation by providing its customers with the best possible cleaning service available. Still, the Company realizes, that because its cleaners are human beings, they sometimes make mistakes. For this reason, the Company offers you a guarantee. If the Customer is not satisfied with the Company’s services for any reason, the Company’s cleaners will come back to the Customer’s property and re-clean to his complete satisfaction.
13.2 Our guarantee is subject to a complaints notice no later than 48 hours after the cleaning service is done.
Referral Credit
14.1. Every Customer of the Company will receive a one-time credit of £10.00 for referring our upholstery cleaning service to another Customer. Credit will be issued after we receive cleared funds from the new Customer.
Law
15.1 These Terms are governed by the laws of England and Wales, and are subject to the exclusive jurisdiction of the Courts of England, and Wales.
END OF TENANCY CLEANING
Definitions
1.1. In these Terms of Business the following definitions apply:
“The Company”, “We”, “Us” – means
Ultraclean Solutions
12 St Thomas's Close
London
EN9 3PQ
“Cleaner”, “Cleaning Operative” – means the person or firm providing cleaning services on behalf of the Company.
“Customer” – means the person, firm or corporate body together with any subsidiary or associated company as defined by the Companies Act 1985 to whom the cleaning service is supplied by the Company.
“Customer’s Address” – means the address where the Customer has requested the cleaning service to be provided.
“Service”, “End of Tenancy Cleaning”, “EOT”, “Move In / Out Cleaning”, Deep Cleaning” – means the cleaning service carried out on behalf of the Company.
“Cleaning Visit” – means the visit to the Customer’s service address by the Cleaner in order to provide the cleaning service.
1.2. Unless the context requires otherwise, reference to the singular include the plural and reference to the masculine include the feminine and vice versa.
1.3. The Headings contained in these Terms are for convenience only and don’t affect their interpretations.
Contract
2.1 These Terms and Conditions represent a contract between Ultraclean Solutions and the Customer
2.2 Both parties will ensure that their respective responsibilities under this agreement are undertaken in compliance with all statutory regulations and codes of conduct.
2.3 The Customer agrees that any use of the Company’s service, including placing an order for services by telephone, email, website forms will constitute the Customer’s acceptance of these Terms and Conditions.
2.4 Unless otherwise agreed in writing by the owner of the Company, these Terms and Conditions will prevail over any other terms of business or purchase conditions put forward by the Customer.
2.5 No variation or alteration of these Terms and Conditions will be valid unless approved in writing by the owner of the Company.
Quotations
3.1. End of Tenancy Cleaning is charged per job the current condition, number of rooms, bathrooms, WCs, shower rooms and en-suites. Please note that we don’t charge per hour per cleaner and the number of operatives attending your property may vary.The number of cleaners in a team cannot affect the initially quoted price.
3.2 The quoted price doesn’t include extras like: carpet and upholstery steam cleaning, washing up dishes, dusting books, cleaning walls/ceilings, cleaning balconies/terraces, cleaning patios/gardens/. Those extra services are priced separately.
3.3. The company uses national average room sizes when calculating quotations over the phone.
3.4. All quotations are given by the Company following a request by the Customer and will remain open to acceptance for a period of 30 days from their date.
3.5. The Company reserves the right to amend the initial quotation, should the Customer’s original requirements change.
3.6. Differences in excess of 10% will be discussed with the Customer prior to the start of the work.
VAT
4.1. Any shown prices include VAT.
Equipment
5.1. The Company will provide all cleaning materials necessary to carry out the service. The Company also can provide all cleaning equipments for an additional charge of £20.
5.2. The Customer has to provide running water, electricity and sufficient light at the premises where the service takes place.
Payment
6.1 The Customer must make payment either by cash, cheque, bank transfer or Paypal before the cleaner leaves the Customer’s premises.
6.2 Although greatly appreciated and a powerful way to say ‘Thank you’, the Customer understands that tipping is not required.
6.3 The Company reserves the right to charge interest on invoiced amounts unpaid for more than 14 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 under the Late Payments Act.
6.4 All bank charges incurred due to a Customer’s cheque being returned unpaid will be passed to the Customer at a flat rate of £20.00 per cheque.
6.5 The Company reserves the right to cancel any contract and back charge additional for past services to reflect the balance of the standard rate(s) if any misleading or false information was used to obtain discounted services.
6.6 Where such alternative arrangements have been made the Customer has to make payment within 14 days of the invoice date.
6.7 The rates of payment by the Company will be as agreed between the Company and the Customer. The Customer will make no reductions or retentions from the sum due under any invoice.
Cancellation
7.1. The Customer can cancel the scheduled services by giving no less than 48 hours prior notice in writing.
7.2. There is an administration fee for cancellation or rescheduling of £70.00 or 30% of the cleaning service total (depending whichever is larger) in less than 48 hours notice.
7.3. The Customer must pay the full price of the booked service if:
7.3.1 Our cleaners arrive at the Customer’s address and are unable to gain access to the Customer’s property, through no fault of the Company. If the customer or third-party have prevented the cleaner to do their job. If keys are provided they must open all locks without any special efforts or skills;
7.4. If the Customer needs to change a Ultraclean Solutions or time the Company will do its best to accommodate him. Any changes to booked cleaning service are subject to a 48 hours prior notice and availability.
Refunds
8.1. No refund claims will be entertained once the cleaning services have been provided.
8.2. Refund will be issued only if:
8.2.1 The Customer has cancelled a cleaning service within the allowed time (48 hours) prior to the start of the cleaning service;
8.2.2 A cleaner has not been able to carry out the cleaning due to reasons beyond the Customer’s responsibility.
Complaints
9.1. All cleaning services will be deemed to have been provided to the Customer’s satisfaction unless written notice is received by the Company with details of the complaint within 48 hours of the work being done. All complaints must be received in writing by post, or email no later than 48 hours after the completion of the cleaning service. The Company will fully investigate any complaint and attempt to resolve it to the satisfaction of the Customer, or alternatively to a reasonable standard.
9.2. The Customer agrees to allow the Company back to re-clean any missed areas before making any attempts to clean those areas himself or arranging a third party to carry out cleaning services with regards to the above. Failure to do so will void our Company Guarantee and we will consider the matter fully settled.
Claims
10.1. The Customer agrees that due to the nature of the service the Company guarantees only to correct any problems reported within 48 hours of the completion of the cleaning services. Failure to do so will entitle the Customer to nothing.
10.2. The Company may require entry to the property of the claim to correct the problem.
10.3. The Customer agrees to inspect the work immediately after its done and to draw the operatives’ attention to any outstanding cleaning issues while the cleaners are still on site. The cleaners will carry out any such additional work to the Customer’s complete satisfaction.
10.4. If the Customer or any third party instructed by the Customer is not present at the time of completion of the cleaning services then no claims regarding any cleaning issues can be made.
10.5. If the Customer instructs a third party to inspect the result from the cleaning services then the Company must be notified before completion of the services.
10.6. In case of a third party inspecting or refusing to inspect the result from the cleaning service then the Company cannot be held responsible for rectifying any outstanding cleaning issues not mentioned by the third party.
10.7. Any refund or adjustment must be requested to the Company directly and subject to approval by the Company.
10.8. The Customer waives his right to stop payment on his cheque or cash unless the Company fails to make good on the guarantee shown in part 13.
10.9. While the Company cleaners make every effort not to break items, accidents do happen. Identical replacement is always attempted but not guaranteed. For this specific reason, the Company requests all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and /or not cleaned by the cleaners.
10.10. In case of damage, The Company will repair the item/s at its cost. If the item/s can’t be repaired the Company will rectify the problem by crediting the client with the item’s present actual cash value toward a like replacement from a Company’s source upon payment of cleaning service rendered.
10.11. The Company will not be responsible for damage due to faulty and/or improper installation of any items. All surfaces (i.e., marble, granite, etc.) are assumed sealed and ready to clean without causing harm.
10.12. No claims will be entertained if the Customer has an outstanding balance aged more than 14 days.
Liability
11.1. The Company will not be liable under any circumstances for any loss, expenses, damages, delays, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Customer arising from or in any way connected with:
11.1.1 Its failure to provide its services as a result of factors that are beyond its control. Factors beyond its control include acts of floods, severe weather condition, and inability to gain access to premises, lack of appropriate resources, such as water, electricity, and lighting;
11.1.2 Late arrival of Company’s cleaners at the service address. The Company endeavours to be right on time on any visit but sometimes due to transport related and other problems which are beyond the Company’s control, the Company’s cleaners may arrive with a delay or the cleaning visit may be re-scheduled.
11.1.3 An existing damage to Customer’s property in the form of old stains/burns/spillages etc. which can’t be cleaned/removed completely by the cleaners using the industry standard cleaning methods;
11.1.4 Non satisfactory result from the cleaning services due to the Customer or third party walking on wet floors or using appliances during or shortly after the cleaning process;
11.2. The Company will not be liable for any odors arising during and/or after cleaning service when this is due to factors such as, lack of ventilation, and/or appropriate heating.
11.3. The Company will not be liable under any circumstances for any loss, expenses, damages, delays, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Customer if the Customer has an outstanding balance aged 14 days or more from the date the payment was due.
Supplementary Terms
12.1. If the Customer requests key/s to be collected by the Company’s operative from an address outside the postal code of the Customer’s address then a £10.00 charge will apply. The charge will cover only the pick up of key/s. If said key/s need to be returned back to the pick up address or any other address another charge of £5.00 will apply.
12.2. If any estimates of how long it will take the cleaners 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 Customer’s, it being difficult to estimate precisely how long such tasks may take and that a degree of flexibility may be required.
12.3. The quotation excludes the clearing of debris left by tradesman or building work unless otherwise stated.
12.4. Our operatives are happy to move furniture. Due to Health and Safety regulations one cleaner will attempt to move only furniture that requires no more than one person.
12.5. The Company will arrange an immediate replacement should an operative can’t attend a scheduled visit, and will inform the Customer prior to the visit.
12.6. All fragile and highly breakable items must be secured or removed.
12.7. The Customer will ensure that all valuables are stored away when work is provided and that the property is supervised by the Customer or his representative at all times during the course of the work. The Company will not be responsible for the Customer’s failure to comply with this obligation.
12.8. The provisions of this contract are not intended to confer any benefit upon Third parties and the provisions of the Contracts (Rights of Third Parties) Act 1999, are hereby expressly excluded from this agreement.
12.9. The Company reserves the right to make any changes to any part of these Terms and Conditions without giving any prior notice. The Company may add to or alter these Terms and Conditions from time to time and any alterations or additions will apply to new business but not to existing contracts. Please refer to your copy of these Terms and Conditions.
Our Guarantee
13.1 The Company has built its business and reputation by providing its customers with the best possible cleaning service available. Still, the Company realizes, that because it’s cleaners are human beings, they sometimes make mistakes. For this reason, the Company offers you a guarantee. If the Customer is not satisfied with the Company’s services for any reason, the Company’s cleaners will come back to the Customer’s property and re-clean to his complete satisfaction.
13.2 Our guarantee is subject to a complaints notice no later than 48 hours after the cleaning service is done.
Referral Credit
14.1. Every Customer of the Company will receive a one-time credit of £10.00 for referring our carpet cleaning service to another Customer. Credit will be issued after we receive cleared funds from the new Customer.
Law
15.1 These Terms are governed by the laws of England and Wales and are subject to the exclusive jurisdiction of the Courts of England, and Wales.