TERMS & CONDITIONS
TRADING STANDARDS APPROVED
1.1. Carpet cleaning is charged per square foot taking into account the amount of soiling and type of carpet fibres. Natural carpet fibres e.g. coir, jute, sisal, sea grass etc. may need a dry cleaning process which is a specialist service than the standard hot water extraction method.
1.2. Absolute Clean uses details provided by the client when quotations are provided over the phone and are deemed to be a true reflection.
1.3. All quotations provided will remain open for a period of 60 days.
1.4. Absolute Clean reserves the right to amend the initial quotation, should the Client’s original requirements change.
1.5. Differences in excess of 10% will be discussed with the Client prior to the start of the work. A cancellation fee may be applicable after the seven-day cancellation notice has expired. This does not affect your statutory rights.
2.1. Absolute Clean shall provide all cleaning supplies and carpet cleaning equipment required to carry out the service.
2.2. The Client must provide running water and electricity at the premises where the service takes place.
3.1. Unless otherwise agreed in writing by the company, the account is rendered for immediate payment on the completion of the work. The Client must make payment either by cash, cheque or credit/debit card before the cleaner leaves the Client’s premises.
3.2. We reserve the right to cancel services without notice due to declined credit card transactions or non-cleared funds.
3.3. Absolute Clean reserves the right to charge interest on invoiced amounts unpaid for more than 60 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.
3.4. Absolute Clean reserves the right to charge £30.00 administrative fee, plus any solicitors’ fees, in addition to the balance due, for any account we must refer for collection.
3.5. All bank charges received due to returned cheques shall be passed to the client.
3.6. Absolute Clean 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.
3.7. Where such alternative arrangements have been made the Client must make payment within 60 days of the invoice date.
3.8. The rates of payment by Absolute Clean shall be as agreed between the Absolute Clean and the Client, or his representative. The Client shall make no reduction or retention from the sum due under any invoice.
4.1. You can cancel the booking at least 24 hours before work is due to be carried out in writing or via phone. A cancellation fee may be applicable after the seven-day cancellation notice has expired. This does not affect your statutory rights.
4.2. Please note our communication times are between 08.00 and 18.00 hours Monday to Friday. An email received at 18.30 on a Friday evening will not be read until 08.00 on Monday.
4.3. If we are prevented from carrying out the booked services due to your failure to provide: 24 hours cancellation notice, access to your property or electricity/water, you will be charged £50.00 cancellation fee after the seven day cancellation notice has expired. This does not affect your statutory rights.
4.4. If the Client needs to change a cleaning day or time, Absolute Clean will do its best to accommodate. Any changes to booked services are subject to a 24 prior notice and availability.
5.1. Refund will be issued only if:
5.1.1 The Client has cancelled a cleaning visit within the allowed time (minimum of 24 hours) prior to the start of the cleaning visit. A cancellation fee may be applicable after the seven-day cancellation notice has expired. This does not affect your statutory rights.
5.1.2 A cleaning operative has not been able to carry out the cleaning due to reasons beyond the Client’s responsibility.
6.1 We request that complaints or feedback be provided in writing (by letter or email) within 48 hours, to ensure that the details are received in a clear and complete manner.
6.2 All services shall be deemed to have been carried out to the Client’s satisfaction unless a written notice detailing the complaint is received by the Company within reasonable time of service completion. Absolute Clean will fully investigate any complaint and attempt to resolve it to the satisfaction of the Client, or alternatively to a reasonable standard.
6.3 The Client agrees to allow Absolute Clean back to re-clean any disputed areas/items or repair damaged items, before making any attempts to clean those areas/items himself or arranging a third party to carry out cleaning or repair services with regards to the above. Failure to do so will void Absolute Clean guarantee and we will consider the matter fully settled. If payment has not been received in full or has been stopped by the Client we will immediately refer the account for collection.
6.4 A full refund will be issued if the client is not happy after we have been allowed to re-clean or attempt to repair any poor workmanship or damage respectively.
7.1 The Client agrees that due to the nature of the service Absolute Clean guarantees only to correct any problems reported within seven days of the completion of the service.
7.2 Absolute Clean may require entry to the location of the claim as soon as possible in order to rectify the problem.
7.3 The Client agrees to inspect the work immediately upon its completion and to draw the operatives’ attention to any outstanding issues while they are still on site. The operatives will carry out any such additional work to the Client’s complete satisfaction.
7.4 If the Client or any third party instructed by the Client is not present at the time of completion of the service to inspect the work then no claims regarding any cleaning issues can be made.
7.5 If the Client instructs a third party to inspect the result from the cleaning then Absolute Clean must be notified before completion of the service.
7.6 In case of a third party inspecting or refusing to inspect the result from the cleaning then Absolute Clean cannot be held responsible for rectifying any outstanding cleaning issues not mentioned by the third party.
7.7 Any refunds or adjustments must be requested to Absolute Clean directly and this does not affect your statutory rights.
7.8 While Absolute Clean operatives make every effort not to break items, accidents do happen. Identical replacement is always attempted but not guaranteed. For this specific reason, Absolute Clean requests all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and /or not cleaned by the cleaning operatives.
7.9 In case of confirmed damage, caused by Absolute Clean operatives, Absolute Clean will attempt to repair the item at its cost. If the item cannot be repaired Absolute Clean will rectify the problem by crediting the customer with the item’s present actual cash value toward a like replacement from a source selected by Absolute Clean upon payment of cleaning services rendered. If the item holds sentimental value or is irreplaceable a compensation package will be put together to benefit the client.
8.1 Our written quote covers everything that has been requested to be cleaned, this must be checked by the client and amended before the cleaning commences if extras are required. Please bear in mind, cleaning fridges/ovens/microwaves etc will take longer and must be factored into the quote.
9.1 On every quotation supplied the customer has the option whether Absolute Clean provides cleaning equipment and chemicals or whether the client would like to supply their own, please note there is an additional surcharge for using our own equipment and chemicals clearly defined in the quotation.
9.2 Cleaning materials (detergents, solutions, towels, cloths, gloves) and equipment (vacuum cleaner, iron, ironing board, mop, brush and broom etc.) must be provided by the Client unless stated otherwise in the quote. All equipment must be safe to operate, in full working order and must not require any special skills to be used for the purpose of cleaning.
9.3 If the Client has equipment that is complicated to operate, the Client must provide clear and detailed instructions to the Cleaner.
9.4 If the Client does not have cleaning materials or value on utility and laundry cards, and Client asks the operative to purchase said items on their behalf, the Client understands that a £5.00 service charge will apply and will be added to the cleaning materials bill.
9.5 A detailed list of cleaning specifications (cleaning tasks) must be provided by the Client to the cleaning operatives prior to service commencing. If only verbal description of the tasks has been provided, Absolute Clean shall not be responsible for any tasks not carried out.
10.1 Unless otherwise agreed in writing by Absolute Clean the account is rendered for immediate payment on the completion of the work. The Client must make payment either by cash, cheque or credit/debit card before the cleaner leaves the Client’s premises.
10.2 Absolute Clean reserves the right to charge interest on invoiced amounts unpaid for more than 60 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.
10.3 If Absolute Clean is forced to refer the Client’s account for collection to a third party then extra costs may be added to the outstanding amount by the debt collecting company.
10.4 All bank charges in regards to unpaid cheques will be passed to the client.
10.5 Absolute Clean 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.
11.1. Refund will be issued only if the Client has cancelled a cleaning visit within the allowed time (24 hours) prior to the start of the cleaning session and a payment has been already taken by the Company. A cancellation fee may be applicable after the seven-day cancellation notice has expired. This does not affect your statutory rights.
12.1 There is a £30.00 late cancellation/lock-out fee for canceling or rescheduling a visit after the seven-day cancellation notice has expired, this does not affect your statutory rights. The same fee applies if the cleaning operatives are unable to gain access to the Client’s home, through no fault of the Company.
12.2 The contracted Client agrees to pay the full price of the cleaning visit, if: a) The Client cancels or changes the date/time less than 24 hours prior to the scheduled appointment; b) The Client fails to provide access to the service premises thus preventing Absolute Clean to carry out the booked work; c) There is a problem with the Client’s keys and the cleaning operatives cannot let themselves in. If keys are provided they must open all locks without any special efforts or skills.
12.3 If the Client needs to change a cleaning day or time Absolute Clean will do its best to accommodate him. A minimum 24 hour notice is required. Please note that Absolute Clean cannot guarantee that the same operative will be available on the new day and at the time the Client requires. Any changes in the cleaning schedule are subject to availability.
13. Employment referral fee
13.1 The Client is liable for an employment referral fee of £500.00 per person, should he directly employ (either legally or on a cash basis) anyone currently employed/sub-contracted by Absolute Clean, or employed/sub-contracted by Absolute Clean within the 1 year period prior to such employment. The Client agrees to pay this fee whether he notifies the Company of his action or Absolute Clean discovers this employment independently at any time after it occurs. The Client further agrees to reimburse Absolute Clean for any and all collection or legal fees Absolute Clean incurs in collecting this fee.
14.1 Absolute Clean public and products liability insurance will cover damages caused by a cleaning operative working on behalf of Absolute Clean up to £5,000,000.00. All claims are subject to an excess of £250.00. The insurance policy includes extra protection by adding Fidelity Risk cover of up to £10,000.00.
14.2 The Client agrees that due to the nature of the service Absolute Clean guarantees only to correct any problems reported within 48 hours. Absolute Clean may require entry to the location of the claim within 24 hours to correct the problem. Any refunds or adjustments must be requested to the Company directly and subject to approval by Absolute Clean.
14.3 While the Absolute Clean operatives make every effort not to break items, accidents do happen. Identical replacement is always attempted but not guaranteed. For this specific reason, Absolute Clean requests all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and /or not cleaned by the cleaning operatives.
14.4 In case of damage, Absolute Clean will repair the item at its cost. If the item cannot be repaired the Company will rectify the problem by crediting the customer with the item’s present actual cash value toward a like replacement from a Company’s source upon payment of cleaning services rendered. If the item holds sentimental value or is irreplaceable a compensation package will be put together to benefit the client.
14.5 Absolute Clean shall not be responsible for damage due to faulty and/or improper installation of any item. All surfaces (i.e., marble, granite, etc.) are assumed sealed and ready to clean without causing harm.
14.6 Any attempt to commit insurance fraud or any use of false information to commit any type of fraud will be prosecuted to the fullest extent of the law together by Absolute Clean and the Insurance Provider(s). Monetary compensation as well as legal fees may incur.
14.7 Key replacement/locksmith fees are paid only if keys are lost by our operatives. There is a £30 per location liability limit.
15.1 All complaints after completion of work must be received in writing by letter, fax or email.
15.2 If the Client is unpleased with a currently occurring service, Absolute Clean asks that the Client notifies it as soon as they notice anything that might be to their dislike by calling 0800 122 3174. Please do not wait until the service is ending.
16.1 Absolute Clean shall not be liable under any circumstances for any loss, expense, damage, delay, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Client arising from or in any way connected with : 1. A cleaning job not complete due to the lack of suitable/enough cleaning materials, lack of hot water or electricity, or equipment not in full working order; 2. Third party entering or present at the Client’s premises during the cleaning process; 3. An existing damage to Clients property in the form of old stains/burns/spillages etc. which cannot be cleaned/removed completely by the cleaning operative using the Client’s cleaning equipment and materials and in accordance with the industry standard cleaning methods as described in Absolute Clean method statements; 4. Any damages caused by faulty/not in full working order equipment or materials supplied by the Client;
17. Supplementary terms
17.1 If the Client requests keys to be collected by Absolute Clean operatives from a third party’s address outside the postal code of the serviced address then a £10.00 charge will apply. The charge will cover only the pick up of keys. If said keys need to be returned back to the third party’s address or any other address another charge of £10.00 will apply.
17.2 Absolute Clean, reserves the right to reevaluate rates at any time should the Client’s initial list of tasks changes.
17.3 Absolute Clean reserves the right to amend the initial quotation, should the Client’s original requirements change. Differences in excess of 10% will be discussed with the Client prior to the start of the work.
17.4 If any estimates of how long it will take the cleaning operatives to complete the job are being provided those are only estimates based on the average time it takes to clean a home or an office of similar size to the Client’s, it being difficult to calculate precisely how long such tasks may take and that a degree of flexibility may be required. Please note that one off cleans may take longer to complete due to longer intervals between cleaning sessions, number and type of cleaning tasks required, when compared to the regular maintenance cleaning of the same property.
17.5 The Client understands that the price he has been quoted is not for a “package deal” and does not include anything apart from cleaning labour.
17.6 Absolute Clean shall arrange an immediate replacement should an operative cannot attend a scheduled visit, and will inform the Client prior to the visit.
17.7 Post Construction Cleaning (Builders Cleaning), Event Cleaning or badly neglected homes may take up to three times longer than a well maintained home requiring general cleaning. Therefore Absolute Clean advises the Client to ask for our specialist cleaning services: Builders Cleaning or Event Cleaning.
17.8 The cleaning operatives are not allowed to hand wash any items of clothing belonging to the Client. Absolute Clean advises that our operatives can only use a washing machine for such tasks.
17.9 All fragile and highly breakable items must be secured or removed.
17.10 The cleaning operatives are not allowed to use and work with bleach or bleach containing products. Absolute Clean advises the Client to avoid supplying such products to the cleaning operatives. Absolute Clean shall not be liable under any circumstances for any damages to Client’s property caused by bleach/bleach containing products.
17.11 Absolute Clean reserves the right to make any changes to any part of these Terms and Conditions without giving any prior notice. Absolute Clean 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.
18. Our guarantee
18.1 Absolute Clean has built its business and reputation by providing its clients with the best possible cleaning service available. Still, the Company realises, that because its operatives are human beings, they sometimes make mistakes. For this reason, the Company offers you a guarantee. If the Client is not satisfied with the cleaning standard of certain areas after the cleaning, Absolute Clean operatives will come back to the Client’s home and re-clean those areas free of charge. This does not affect you statutory rights.
19. Referral credit
19.1 Any Client of Absolute Clean will receive a one-time credit of £10.00 for referring another Client. Credit will be issued after new Client has been serviced 4 times.
20.1 The cancellation of contracts made in a consumers home or place of work etc regulations 2008. These Regulations replace the current Consumer Protection (Cancellation of Contracts Concluded away from Business Premises) Regulations 1987, which provided consumers with a seven-day cooling off period where contracts were made following an unsolicited visit from a trader. They give the consumer cancellation rights for certain contracts made away from trade premises. The consumer has a cooling-off period of 7 calendar days, from receipt of a Notice of the Right to Cancel from the trader, during which they can cancel.
The Regulations apply to contracts where the contract price is £35 or more. This includes contracts for the construction of extensions, patios, conservatories and driveways where goods are incorporated in immovable property, and also repairs to immovable property.
20.2 The Cancellation of Contracts made in a Consumer’s Home or Place of Work etc. Regulations 2008 (“the Regulations”) may apply. If the Regulations apply you have the right to cancel this contract within seven days from the date that it is received by you. You may do this by delivering or sending to us written notice that you wish to cancel the contract. There is enclosed with the letter of engagement a cancellation notice which you may use if you wish to cancel the contract. Notification may be sent by post or email to the email address at the top of the letter of engagement.