Booking Terms and Conditions
Helping You Services reserves the right to make any changes to any part of these terms and conditions without giving any prior notice.
By ordering services by telephone, e-mail, fax or via the website the Client agrees to be bound by Helping You Services terms and conditions.
1. REGULAR DOMESTIC AND COMMERCIAL CLEANING SERVICES
• Minimum of 2 hours per cleaning visit applies.
• Helping You Services provides regular domestic Eco cleaning at a rate of £15 + VAT per hour, organised on weekly, fortnightly or four weekly basis.
• Helping You Services reserves the right to suspend cleaning services if payments are not made.
• 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 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.
• Domestic clients understand that the price he/she has been quoted includes cleaning and ironing labour, product costs and equipment usage.
• If a Helping You Services 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.
• HELPING YOU SERVICES will not be responsible for triggering any alarm systems. Customer should give any special instructions for deactivation/activation of any household alarm systems.
• Helping You Services 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. Helping You Services 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. END OF TENANCY CLEANING/SPRING AND ONE OFF CLEANING
• Minimum of 2 hours per cleaning visit applies.
• Helping You Services provides end of tenancy, one-off and spring cleaning for domestic customers at a rate of £17 per hour.
• 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.
• The End of Tenancy Cleaning, One Off/Spring 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 Helping You Services 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.
• Helping You Services 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.
• Helping You Services 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. Helping You Services 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. CARPET/UPHOLSTERY CLEANING SERVICES
• All carpet/upholstery cleaning orders are subject to £50.00 minimum call out charge.
• Helping You Services reserves the right to amend the initial quotation should the Client's original requirements change.
• If Helping You Services 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.
• Helping You Services 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. Helping You Services 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.
4. PAYMENTS
• Payment is requested on completion of the cleaning session after an invoice has been produced, unless other arrangements have been agreed.
• Payment can be made via standing order, paypal or bank transfer on completion of the service.
• The Client's agrees and authorises Helping You Services to charge any outstanding amount owed to Helping You Services with regards to the cleaning services provided
• Client understands that any ‘late payments’ may be subject to additional charges.
• If payment is not made after 30 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.
• All payments must be made in UK Sterling.
5. COMPLAINTS AND CLAIMS
• Client 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.
• If a Client is not completely satisfied with the cleaning services, Helping You Services will re-clean any areas and item/s before the completion of the service on the same day or convenient time agreed with the client.
• If the Client has scheduled an inventory check then it must be scheduled to commence no later than 24 hours after the cleaning job has been done.
• Helping You Services may take up to 5 working days to respond to a complaint.
• Helping You Services will not accept a complaint based on an Inventory check report, filed more than 24-hour after the cleaning session.
• Complaints are accepted in writing. 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, 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 cannot rectify this. Stains are not always visible before dirt is removed and it may not be possible to remove those stains completely. Helping You 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 Helping You Services Service Ltd. will try to repair the item/s if it agrees that it caused the damage. If the item/s cannot be repaired Helping You Services 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.
• Helping You Services 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, third party entering or present at client’s premises obstructing the cleaning process, accidental damages worth up to £50 or less.
6. INSURANCE
• Helping You Services has a Public and Employer's liability insurance. The policy will cover any accidental damages caused by an operator working on behalf of Helping You 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 Helping You Services.
• 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 client 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.
• Helping You Services reserves the right to refuse to share any of the confidential company’s documents.
7. 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 24 hours after the job has been completed, Helping You Services 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.
• Helping You Services reserves the right to return a cleaner not more than once.
8. 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 caused by our cleaners being turned away; no one home to let them in; 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 Helping You Services then Client agrees that deposit funds may be used to cover the cancellation fee.
9. LIABILITY
Helping You 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 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, Helping You Services reserves the right to refuse the provision of the cleaning detergents.
10. AFTER CANCELLATION OF THE CLEANING SERVICE
By entering into a service agreement with Helping You Services, 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 £1,200.
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. Helping You Services reserves the right to make any changes to any part of these terms and conditions without giving any prior notice.