Terms of Service

1. Service Agreement

1.1 Acceptance of Terms

A binding service agreement is created when:

• You accept a written quote provided by us
• You book a service through our website, phone, or email
• You receive a booking confirmation from us
• We commence cleaning services at your property

1.2 Service Description

We provide professional cleaning services for residential and commercial properties in Reading, Berkshire, and surrounding areas. Services include but are not limited to:

• Regular maintenance cleaning (weekly, fortnightly, monthly)
• Deep cleaning services
• Move-in/move-out cleaning
• Specialized cleaning (carpet, upholstery, windows, etc.)
• Commercial and office cleaning
• Post-construction cleaning

1.3 Service Scope

The specific tasks to be performed will be detailed in your quote or service agreement. Unless specifically agreed in writing, our services do not include:

• Exterior window cleaning above ground floor
• Heavy furniture moving
• Mold or asbestos removal
• Pest control or extermination
• Hoarding cleanup (requires specialized quote)
• Biohazard or crime scene cleaning
• Carpet repair or restoration

2. Booking and Scheduling

2.1 Booking Process

To book our services, you must:

• Be at least 18 years of age
• Have authority to authorize cleaning services at the property
• Provide accurate and complete information
• Accept our quote or agree to our standard pricing

2.2 Booking Confirmation

Once you book a service, you will receive a confirmation email containing:

• Date and time of service
• Services to be performed
• Total price and payment terms
• Any special instructions or requirements

2.3 Service Hours

Our standard service hours are Monday to Saturday, 8:00 AM to 6:00 PM. Services outside these hours may be available upon request and may incur additional charges.

3. Pricing and Payment

3.1 Pricing

All prices are quoted in British Pounds (GBP) and include VAT where applicable. Pricing is based on:

• Type and frequency of service
• Property size and condition
• Specific tasks required
• Location and access
• Any special requirements

3.2 Quote Validity

Written quotes are valid for 30 days from the date of issue. Prices may be adjusted if property conditions significantly differ from the initial assessment or if additional services are requested.

3.3 Payment Methods

We accept the following payment methods:

• Bank transfer (preferred for regular customers)
• Credit/Debit cards (Visa, Mastercard, American Express)
• PayPal
• Cash (one-time services only)

3.4 Payment Terms

Service Type	Payment Terms
One-Time Services	Payment due on completion of service or within 24 hours via invoice
Regular Services (New Customers)	First 3 cleans paid in advance, then monthly billing available
Regular Services (Established)	Monthly invoice payable within 7 days
Commercial Contracts	Net 30 days from invoice date

3.5 Late Payment

Invoices not paid within the specified terms will incur:

• A late payment fee of £25
• Interest charges of 3% per month on overdue amounts
• Suspension of future services until payment is received
• Potential referral to collections agency

3.6 Additional Charges

Additional fees may apply for:

• Services outside our standard coverage area (travel fee)
• After-hours or weekend emergency services
• Additional tasks not included in original quote
• Properties requiring significantly more time than estimated
• Parking fees or congestion charges incurred
• Key holding or property management services

4. Cancellation and Rescheduling

4.1 Customer Cancellations

You may cancel or reschedule appointments according to the following policy:

4.2 Our Cancellations

We reserve the right to cancel or reschedule services due to:

• Severe weather conditions affecting safety
• Staff illness or emergency
• Property access issues
• Unsafe working conditions

In such cases, we will provide as much notice as possible and offer alternative dates at no additional charge.

4.3 Recurring Service Cancellation

For regular cleaning services, either party may terminate the agreement with 14 days' written notice. No cancellation fee applies to recurring service termination with proper notice.

5. Property Access and Security

5.1 Access Requirements

You are responsible for ensuring our team has access to the property at the scheduled time. This may include:

• Being present to provide access
• Providing keys, access codes, or key fob
• Arranging access through building management or concierge
• Disabling alarm systems or providing alarm codes

5.2 Key Holding

If you provide us with keys or access codes:

• Keys are stored securely in a locked cabinet with restricted access
• Keys are labeled with unique identification numbers only (no address details)
• We maintain comprehensive insurance covering key security
• You may request return of keys at any time
• A £25 annual key holding fee applies

5.3 No-Access Situations

If our team cannot access the property due to no-show or access issues:

• A £50 call-out fee will be charged
• The service will need to be rescheduled
• Standard cancellation fees may apply

5.4 Pets

Please inform us of any pets on the property. While we love animals, for safety and efficiency:

• Aggressive or unpredictable pets must be secured in a separate area
• We reserve the right to refuse service if we feel unsafe
• You are responsible for any pet-related injuries to our staff

6. Customer Responsibilities

6.1 Property Preparation

To ensure efficient service delivery, you must:

• Remove clutter and personal items from surfaces to be cleaned
• Secure or remove valuable, fragile, or irreplaceable items
• Ensure safe access to all areas requiring cleaning
• Provide adequate lighting in all areas
• Ensure water and electricity are available and functioning
• Disclose any hazardous materials or conditions

6.2 Hazard Disclosure

You must inform us of any potential hazards including but not limited to:

• Mold, asbestos, or other biohazards
• Pest infestations
• Structural damage or unstable surfaces
• Electrical or plumbing issues
• Aggressive animals
• Hidden or unusual hazards

6.3 Communication

You agree to:

• Provide accurate contact information
• Respond to our communications within 24 hours when possible
• Notify us of any changes to property access or condition
• Report any concerns or issues within 24 hours of service

7. Service Standards and Guarantee

7.1 Our Commitment

We are committed to providing high-quality cleaning services using professional equipment and trained staff. We guarantee:

• DBS-checked and vetted cleaning professionals
• Comprehensive training on cleaning techniques and safety
• Use of professional-grade, eco-friendly products
• Consistent service quality across all visits
• Professional conduct and respect for your property

7.2 Service Guarantee

If you are not satisfied with our service:

• Contact us within 24 hours of service completion
• Provide specific details about areas of concern
• We will return within 24-48 hours to address issues at no additional charge
• If the issue cannot be resolved, we will provide a partial or full refund

7.3 Inspection and Feedback

We encourage you to inspect the work upon completion and provide feedback. We regularly request reviews and may follow up to ensure satisfaction.

8. Liability and Insurance

8.1 Our Insurance

We maintain comprehensive insurance coverage including:

• Public Liability Insurance: £5,000,000
• Employers' Liability Insurance: £10,000,000
• Professional Indemnity Insurance
• Key and property insurance coverage

8.2 Damage and Claims

In the unlikely event of damage to your property:

• Report damage to us immediately (within 24 hours)
• Provide photographic evidence where possible
• We will investigate the claim promptly
• Valid claims will be settled through our insurance
• We reserve the right to inspect damage before accepting liability

8.3 Limitation of Liability

Our liability is limited as follows:

• Maximum Liability: The total amount paid for the specific service in question, or £5,000,000 (our insurance coverage), whichever is lower
• Pre-Existing Damage: We are not liable for damage that existed prior to our service
• Hidden Defects: We are not liable for damage to items with hidden defects or pre-existing weakness
• Improper Use: We are not liable for damage resulting from improper use after cleaning
• Normal Wear: We are not liable for normal wear and tear

8.4 Items We Are Not Liable For

Unless specifically covered by prior agreement, we accept no liability for damage to:

• Antiques, artwork, or collectibles valued over £1,000
• Items left in areas to be cleaned without prior notice
• Loose carpet edges or frayed fabrics
• Water-sensitive items left in areas to be wet-cleaned
• Electronics or appliances not properly maintained
• Fragile items not properly secured

8.5 Customer Responsibility

You are responsible for:

• Maintaining adequate property insurance
• Securing or removing valuable items
• Disclosing any fragile or delicate items requiring special care
• Ensuring property is in safe condition for cleaning

9. Health and Safety

9.1 Our Obligations

We are committed to maintaining high health and safety standards:

• All staff receive health and safety training
• We conduct risk assessments for all properties
• We use appropriate personal protective equipment
• We follow COSHH regulations for chemical handling
• We maintain equipment in safe working condition

9.2 Right to Refuse Service

We reserve the right to refuse or discontinue service if:

• Working conditions are unsafe for our staff
• Hazardous materials are present without disclosure
• Customer or other persons pose a threat to our staff
• Property conditions violate health and safety standards
• Access to required areas is unsafe or impossible

9.3 COVID-19 and Infectious Disease Policy

To protect both customers and staff:

• Inform us immediately if anyone at the property is ill or self-isolating
• We reserve the right to postpone services in case of infection risk
• Enhanced cleaning protocols may be applied at additional cost
• Our staff follow current government guidelines on PPE and safety measures

10. Complaints and Disputes

10.1 Complaints Procedure

If you have a complaint about our services:

1. Contact Us Immediately: Call or email us with details of your concern
2. Initial Response: We will acknowledge your complaint within 24 hours
3. Investigation: We will investigate and respond within 5 business days
4. Resolution: We will propose a solution, which may include re-cleaning, partial refund, or other remedy
5. Escalation: If unsatisfied, you may request escalation to management

10.2 Dispute Resolution

In the event of a dispute that cannot be resolved through our complaints procedure:

• Both parties agree to attempt mediation before pursuing legal action
• Mediation will be conducted by a mutually agreed mediator
• Costs of mediation will be shared equally
• If mediation fails, disputes may be referred to arbitration or court

10.3 Governing Law

These Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

11. Data Protection and Privacy

Your personal information is handled in accordance with our Privacy Policy and the UK General Data Protection Regulation (GDPR). By using our services, you consent to:

• Collection of personal information necessary for service delivery
• Use of your information for booking, scheduling, and billing purposes
• Storage of your data in secure systems
• Communication regarding your services and occasional marketing (with consent)

Please review our full Privacy Policy for complete details on how we handle your data.

12. Intellectual Property

All content on our website, including text, graphics, logos, images, and software, is the property of Immaculate Cleaners and is protected by copyright and trademark laws. You may not:

• Reproduce, distribute, or modify our content without permission
• Use our trademarks or branding without authorization
• Scrape or systematically extract data from our website
• Use our content for commercial purposes without a license

13. Changes to Terms

We reserve the right to modify these Terms at any time. Changes will be effective immediately upon posting on our website. We will notify existing customers of material changes via email. Your continued use of our services after changes are posted constitutes acceptance of the modified Terms.

For ongoing service agreements, significant changes will be communicated at least 30 days in advance, and you will have the opportunity to terminate the agreement if you do not agree to the changes.

14. Severability

If any provision of these Terms is found to be unenforceable or invalid, that provision will be limited or eliminated to the minimum extent necessary so that these Terms will otherwise remain in full force and effect.

15. Entire Agreement

These Terms, together with any written quote, service agreement, and our Privacy Policy, constitute the entire agreement between you and Immaculate Cleaners regarding our services and supersede all prior agreements and understandings, whether written or oral.

Acceptance of Terms

By booking our services, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service. If you do not agree to these Terms, please do not use our services.

Last Updated: October 2024
Version: 1.0