Terms & Conditions Ely Cleaning Services Ltd

1. Ely Cleaning Services Ltd reserves the right to suspend regular cleaning services if fortnightly payments are missing.
2. Payment is requested on completion on the day of the cleaning session.
3. Payment can be made in cash on completion of the service.
4. Payment can be made by cheque payable to „Ely Cleaning Services Ltd” on completion of the service. If paying by cheque, a cheque guarantee card is required, and the customer will be responsible for all bank and legal charges resulting from a dishonoured cheque.
5. Alternatively, payment can be made via bank transfer with following references: Lloyds Bank, Ely Cleaning Services Ltd, sort code 30-64-79, account number 37773468.
6. Client understands that any late payments may be subject to additional charges of 20% late payment fee.
7. If payment is not made after 30 days of invoice, then the account will be passed to a collection’s agency, after which a charge of 35% 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.
8. All payments must be made in Great Britain Pounds.
9. Ely Cleaning services Ltd reserves the right to amend the initial price quotation should the client’s original requirements change.
10. Client agrees to provide a list of tasks and all cleaning materials and equipment needed for the required work, unless other arrangements have been made with Ely Cleaning Services Ltd.  If the Client does not have cleaning materials, Ely Cleaning Services Ltd will use own cleaning products and applicable charge of current price of cleaning service with own cleaning products will be applied.
11. Client understands that the price he/she has been quoted for the regular domestic cleaning service does not include anything apart from cleaning and ironing labour.
12. All cleaning equipment when supplied by the client should be safe and in full working order.
13. Ely Cleaning services Ltd will not be responsible for triggering any alarm systems. Customer should give any special instructions for deactivation/activation of any household alarm systems.
14. Ely Cleaning Services Ltd 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. Ely Cleaning Services Ltd 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.
15. The client understands that the price he/she has been quoted is not for a “package deal” and does not include anything apart from cleaning labour.
16. The End of Tenancy Cleaning, One Off/Spring Cleaning and an After Builders Cleaning do not include cleaning of: walls, ceilings, curtains, exterior windows, balcony, patio, gardens, oven, washing up, laundry and professional carpet and upholstery cleaning unless otherwise agreed with the Ely Cleaning Services Ltd.
17. 48 hours’ notice is required if customer should either decide to cancel or re-schedule End of Tenancy Cleaning/ One off cleaning/ Spring Cleaning/ After Builders Cleaning Services/ Carpet and upholstery cleaning.
18. Customer agrees to pay 40% of the quote as a cancellation fee if the customer cancels or changes the date/time End of Tenancy Cleaning/ One off cleaning/ Spring Cleaning/ After Builders cleaning services/ Hard floor cleaning/ Carpet and upholstery cleaning less than 48 hours prior to the scheduled appointment.
19. Customer agrees to pay 40% of the quote as a cancellation fee End of Tenancy Cleaning/ One off cleaning/ Spring Cleaning/ After Builders cleaning/ Carpet and upholstery cleaning services 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 customer’s premises or problem with customer’s keys.
20. Client is advised that an End of Tenancy Cleaning may take double the length of the time required for a general cleaning. After Builders Cleaning, After Party Cleaning or badly neglected homes may take up to three times longer than a well-maintained home requiring the same service.
21. In terms of End of Tenancy Cleaning/ One off cleaning/ Spring Cleaning/ After Builders cleaning services/ Carpet and upholstery cleaning service being delayed not by Ely Cleaning Services Ltd fault (e.g. customer late releasing house) Ely Cleaning Services Ltd reserves the right to charge client £29 per each hour started per cleaner) from the initially agreed service start time.
22. Client accepts and understands that poor service, breakage/damage, or theft must be reported within 24 hours from the service date as a written complain, only e-mails and letters are acceptable. Failure to do so will entitle customer to no refunds or recovery cleanings.
23. If a Client is not completely satisfied with the cleaning services, Ely Cleaning Services Ltd will re-clean any areas and item/s on the earliest convenience.
24. Ely Cleaning Services Ltd may take up to 5 working days to respond to a complaint.
25. 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.
26. Key replacement/locksmith fees are paid only if keys are lost by our operatives. There is a £30 per household liability limit.
27. 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. Ely Cleaning Services Ltd 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.
28. All carpet, upholstery and hard floor cleaning orders are subject to £95.00 minimum call out charge.
29. If the customer has a dog, cat, or other hairy pet then an extra 40% charge will be added to the service price due to the extensive amount of animal hair slowing down the cleaning.
    process.
30. If water extraction is required due to flooding 30% extra charge will be added to the service price.
31. The client understands that additional parking and congestion charge may apply.
32. In case of damage Ely Cleaning Service Ltd will try to repair the item/s if it agrees that it caused the damage. If the item/s cannot be repaired Ely Cleaning Services Ltd 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.
33. Ely Cleaning Services Ltd 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 and suitable cleaning materials and/or equipment in full working order provided by the client, third party entering or present at client’s premises obstructing the cleaning process, accidental damages worth up to £100 or less.
34. There is £350 excess on any claim, of which £150 are paid by customer and £200 by Ely Cleaning Services Ltd.
35. Ely Cleaning Services Ltd has a Public and Employer’s liability insurance. The policy will cover any accidental damages caused by an operator working on behalf of Ely Cleaning Services Ltd, reported within 24 hours of service date, only emails and letters are acceptable.
36. 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.
37. Ely Cleaning Services Ltd reserves the right to refuse to share any of the confidential company’s documents.
38. Client understands that he/she is not entitled to any refunds.
39. Ely Cleaning Services Ltd reserves the right to return a cleaner not more than once.
40. Client has got right to cancel free of charge Ely Cleaning Services Ltd regular cleaning session 4 times in six months (weekly basis), 2 times in six months (fortnightly basis) or one time in six months (monthly basis) providing 24-hour warning is given to the Company Director via e-mail or by calling 07730461587.
41. Client agrees to pay 100% of the price of a regular cleaning service as a cancellation fee if he/she cancels or changes the date/time less than 24 hours prior to the scheduled appointment or if the amount of cancelations exceeds customer’s allowance for six months.
42. Clients agrees to pay 100% of the price of a regular cleaning service 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 client’s keys. If keys are provided, they must open the lock without any special efforts or skills.
43. If an initial deposit has been paid to Ely Cleaning Services Ltd then Client agrees that deposit funds may be used to cover the cancellation fee.
44. Customer may terminate the regular cleaning service by giving fourteen calendar days (14 days) advanced notice in writing (also via email) and specifying the last cleaning date and give reason.
45. By entering into a service agreement with Ely Cleaning Services Ltd, 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 £700.
46. 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. Ely Cleaning Services Ltd. reserves the right to make any changes to any part of these terms and conditions without giving any prior notice.