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Our Terms and Conditions
1. Introduction
These Terms and Conditions form the agreement between Cleaning Angels (referred to as “the Company”, “we”, or “us”) and the Client (“you” or “the Client”) for domestic cleaning services. By using our services, you agree to be bound by these Terms and Conditions.
2. Key Holding Service
Key Holding, If you require us to hold keys to your property, two (2) keys must be provided. One key will be used by the cleaner, and the second will be kept in the office as a backup in case of staff sickness or when a replacement cleaner is needed at short notice.
3. Pets
Pet Instructions: Please inform the office or your cleaner about any pets in the home, including whether cats or dogs are allowed outside and any specific instructions regarding which rooms they are allowed in.
4. Illness
Illness Notification: If you or a member of your household is ill and will be present during the scheduled cleaning, please notify the office as soon as possible. We reserve the right to reschedule the cleaning if we believe it is in the best interest of our staff and clients’ safety.
5. Schedule Changes
Change of Schedule: If you require a change in the day or time of your scheduled cleaning, please inform the office as soon as possible. We will do our best to accommodate your request but cannot guarantee that the same time slot or cleaner will be available.
6. Cancellation Policy
Cancellation Notice: Cancellations must be made at least 24 hours before the scheduled cleaning appointment. If a cancellation is made with less than 24 hours’ notice, a 50% charge of the scheduled service will be applied.
7. Missed Cleanings and Rescheduling
Cancellation and Rescheduling: If you need to cancel your scheduled cleaning, we may not be able to reschedule your appointment in the same time slot or with the same cleaner. We will work with you to find the next available slot.
8. Staff Holidays and Sickness
Replacement Cleaners: In the event of staff holidays or sickness, we will offer an alternative cleaner where possible. However, this may not be on the same day or time. We will not send a replacement cleaner without your prior agreement.
9. Engagement with Cleaners
Direct Engagement: Clients are strictly prohibited from directly employing or engaging our cleaners for any services outside of their agreement with Cleaning Angels. This restriction applies during the term of the agreement and for a period of six (6) months after its termination. Any breach of this condition will result in a penalty fee equivalent to six (6) months of service charges., and legal action taken against the cleaner.
10. Breakages, Accidents, and Defective Items
Accidental Damage: While our cleaners take the utmost care in handling your belongings, accidents can happen. The Company will cover the cost of any damage caused by our staff, provided that it is reported within 24 hours of the cleaning service.
Pre-existing Damage: We are not responsible for damage to items that were already defective or damaged prior to the cleaning service. Clients must notify us in advance of any items that require special care.
11. Use of Cleaning Products
Cleaning Products- Our cleaners are only permitted to use cleaning products supplied by the Company. Any use of client-supplied products must be approved by the office in advance. The Company’s insurance does not cover any injuries or damages caused by the use of non-approved products.
12. Specialized Cleaning Services
Oven and Carpet Cleaning: Only designated and trained cleaning operatives are authorized to clean inside ovens and clean carpets. If you require these specialized services, they must be arranged directly with the office in advance. Unauthorized cleaning by non-designated staff is prohibited and voids any related insurance coverage.
13. Payments and Invoicing
Invoicing: Invoices are raised every Monday and sent via email. Payments must be made within seven (7) days of the invoice date. An invoice number must be added to all payments.
Late Payment Fees: A £5 fee will be charged for all overdue payments. If a final reminder is issued, the late fee will increase to £10 per week, per invoice, until payment is received in full.
Payment Terms: The Company reserves the right to withhold all services until full payment is received. Clients must include the invoice number with all payments to ensure accurate allocation.
14. Complaints
Reporting Issues: Any complaints or concerns regarding the service provided must be reported to the Company within 24 hours of the cleaning appointment. We will investigate the issue and take appropriate steps to resolve it. The company must be given the opportunity to resolve and/or rectify the issue
15. Termination of Agreement
Notice Period: Clients wishing to terminate the agreement must provide written notice of at least two (2) weeks if they are on a weekly cleaning schedule, or four (4) weeks if on a monthly schedule. The notice period will begin from the date the notice is received by the Company.
16. Amendments
Changes to Terms: The Company reserves the right to amend these Terms and Conditions at any time. Clients will be notified of any significant changes.
17. Governing Law
Jurisdiction: These Terms and Conditions are governed by the laws of England and Wales. Any disputes arising from this agreement will be subject to the exclusive jurisdiction of the courts of England and Wales.
By engaging Cleaning Angels, you confirm that you have read, understood, and agreed to these Terms and Conditions.
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For any further questions or clarifications, please contact our office directly at 0114 288 1937.
