Sophies Cleaning Company Terms & Conditions

Terms & Conditions for domestic customers

If payment is not made on the date of the invoice an additional charge of 15% after 14 days will be added and then a further 15% every 14 days after.

By booking in a clean, either over the phone, email or text message customer has verbal or written agreement, and is bound to Sophies Cleaning Company’s Terms and Conditions.

1. SERVICES

A. REGULAR DOMESTIC CLEANING

I.The customer agrees to sign and return the Agreement to Sophies Cleaning Company prior to the first cleaning visit.

II.The customer and Sophies Cleaning Company agree to a suitable payment method.

III.Sophies Cleaning Company reserves the right to suspend cleaning services if payments are missing or if paper work is not returned to us prior to the first cleaning visit

IV.Minimum duration of 40 minuets per cleaning visit applies for all domestic cleaning services.

V.The sales advisors can only give a rough estimate of the duration of the cleaning service, which is based on a basic description of the customer’s house. Please note that duration may vary therefore a degree of flexibility is required. Also the first clean may take a little longer than the rest of the durantion booked.

VI.Customer agrees to provide a task list and all necessary cleaning detergents and equipment for the required work, unless other arrangements have been made with Sophies Cleaning Company. All cleaning equipment should be safe and in full working order.

VII.If the customer does not have cleaning detergents and asks Sophies Cleaning Company to purchase requested items on their behalf, customer understands that an applicable charge will be assessed.

VIII.If collection of keys is required from a location outside the postal code area of the cleaning scheduled, at least 48 hours notice is required to give Sophies Cleaning Company enough time to collect keys.

IX.Payments would not need to be refunded as payment will be collected on the day of the clean every week/fortnightly.

X.Sophies Cleaning Company will not be responsible for triggering any alarm systems. Customer should give any special instructions for deactivation/activation of any household alarm systems.

XI.The customer understands that the price quoted over the phone or email does not include anything apart from cleaning and ironing labour.

B. END OF TENANCY CLEANING / AFTER PARTY CLEANING

I.Sophies Cleaning Company reserves the right to amend the initial quotation, should the client’s original requirements change.

II.If collection of keys is required, sophies cleaning company requires at least 48 hours notice is required to give Sophies Cleaning company enough time to collect keys within open/closing times of estate agents/solicitors.

III.The customer understands that the price quoted is not a “package deal” and includes only cleaning labour.

IV.No mimimum or maximum time, the property will be cleaned thoroughly within one day.

V.All tasks carried out are listed under “End of Tennancy” link on the webpage, also all cleaning products will be supplied by sophies cleaning company.

VI.The sales advisors can only give a rough estimate of the duration of the cleaning service, which is based on a basic description of the customer’s house. Please note that duration may vary therefore a degree of flexibility is required.

VII.The customer is advised that an end of tenancy cleaning may take double the length of 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 general cleaning.

C. ONE-OFF CLEANING / SPRING CLEANING

I.Sophies Cleaning company reserves the right to amend the initial quotation, should the client’s original requirements change.

II.There is no minimum of maximum time for the sophies cleaning company to clean the full property, however the property will be cleaned within 1 full day.

III.All tasks carried out are listed under “End of Tennancy” link on the webpage, also all cleaning products will be supplied by sophies cleaning company.

IV.If any stem cleaning is required please contact sophies cleaning company to confirm.

V.Sophies Cleanng Company provide all cleaning eqipment/products.

VI.If collection of keys is required, at least 48 hours notice is required to give Sophies Cleaning company enough time to collect keys within open/closing times of estate agents/solicotors.

VII.The customer understands that the price quoted is not a “package deal” and includes only cleaning labour.

VIII.The sales advisors can only give a rough estimate of the duration of the cleaning service, which is based on a basic description of the customer’s house. Please note that duration may vary therefore a degree of flexibility is required.

D. CARPET CLEANING

I.Sophies Cleaning Company reserves the right to amend the initial quotation, should the client’s original requirements change.

II.If the customer has a dog, cat or other hairy pet then this must be stated upon booking of the clean and service price may vary as this will slow down the cleaning process.

III.If water extraction is required due to flooding this must be stated upon booking of the clean and service price may vary.

IV.All carpet cleaning orders are subject to £195 minimum call out charge and are only inclused with a full house clean.

V.If collection of keys is required, at least 48 hours notice is required to give Sophies Cleaning company enough time to collect keys within open/closing times of estate agents/solicotors.

2. PAYMENTS

A.Payment is requested on completion on the day of the cleaning session.

B.Payment can be made in cash on completion of the service

C.Payment can be made by cheque on completion, please make the cheque payable to ‘Sophies Cleaning Company’. 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 dishonored cheque.

D.Payment can be made by bank transfer (Customer will recieve a invoice with payment details). Sophies Cleaning Company will not share any of the customer’s details with a third party.

E.The Customer agrees that any outstanding amount owed to Sophies Cleaning Company can be charged from any details the customer has provided at the time of the booking.

F.Customer understands that any ‘late payments’ may be subject to additional charges.

G.If payment is not made after 14 days of invoice then the account will be passed to our collections agency, after which a charge of 15% plus Vat 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.

3. COMPLAINTS AND CLAIMS

A.The customer 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.

B.Sohies Cleaning Company requires the presence of the customer or his/hers representative in the beginning and at the end of the cleaning session as an inspection can be carried out and if any corrections should be made on the same day. If the customer is not present on the day then Sophies Cleaning Company does not hold any responsibility for the inspection not being carried out.

C.If the customer has scheduled an inventory check then it must be scheduled to commence no later than 24 hours after the cleaning job has been carried out and photographic evidence must be given.

D.Sophies Cleaning Company may take up to 7 working days to respond to a complaint.

E.Sophies Cleaning Company will not accept a complaint based on an Inventory check report, filed more than 24-hour after the cleaning session.

F.Complaints are accepted verbally over the phone and in writing (letter or email). Complaints must be reported on completion or in the following 24 hours.

G.All fragile and highly breakable items must be secured or removed.

H.Key replacement/locksmith fees are paid only if keys are lost by our operatives.

I.Sophies Cleaning Company agrees to keep all customers’ information confidential.

J.In case of damage Sophies Cleaning Company will repair the item at its cost. If the item cannot be repaired Sophies Cleaning Company will rectify the problem by crediting the customer with the item’s present actual cash value towards a like replacement from a Sophies Cleaning Company’s source upon payment of cleaning services.

4. INSURANCE

A.Sophies Cleaning Company has a Public and Employer’s liability insurance. The policy will cover any accidental damages caused by an operator working on behalf of Perfect Clean, reported within 24 hours of service date.

B.There is £350 excess on any claim, of which £150 are paid by customer and £200 by Sophies Cleaning Company.

C.Sophies Cleaning Company reserves the right to refuse to share any of the confidential company’s documents.

5. CUSTOMER SATISFACTION

A Customer understands that he/she is not entitled to any refunds.

B.If the customer is not completely satisfied with a cleaning job, Sophies Cleaning Company will re-clean any areas and items to customer’s satisfaction. Therefore customer must allow the cleaner to be returned.

C.Customer must be present at all times during the recovery-clean. Sophies Cleaning Company reserves the right not to return a cleaner more than once.

6. LIABILITY

A.Sophies Cleaning Company reserves the right not to be liable for:

B.Completing tasks which are not stated on our task list;

C.Cleaning jobs not complete due to no hot water or power;

D.Third party entering or present at the customer’s premises during the cleaning process;

E.Wear or discolouring of fabric becoming more visible once dirt has been removed;

F.Failing to remove old/permanent stains that cannot be removed.

G.Existing damage or spillage that cannot be cleaned/removed completely.

H.If the customer has got items which need special cleaning methods and special cleaning detergents, Sophies Cleaning Company reserves the right to refuse the provision of the cleaning detergents.

I.Sophies Cleaning Company will advise the client to provide the specific cleaning detergents and to pass cleaning instructions to the sales advisors when placing the order or give instruction to the present cleaner;

7. CANCELLATION

A. REGULAR DOMESTIC CLEANING

I.Customer may cancel or adjust the time of a cleaning visit/s by giving at least 24 hours advanced notice.

II.Customer agrees to pay the full price of a cleaning visit if the customer cancels or changes the date/time less than 24 hours prior to the scheduled appointment.

III.Customer agrees to pay the full price of the cleaning visit in the event of a lock-out caused by our cleaners being turned away; no one home to let them in; or problem with customer’s keys.

IV.If keys are provided they must open the lock without any special efforts or skills.

V.Customer agrees to pay the full price of one cleaning visit in case of a termination of the service if the customer has given less than one week advanced notice.

B. ONE OFF CLEANING:

I.48 hours notice is required if customer should either decide to cancel or re-schedule a cleaning appointment.

II.Customer agrees to pay 50% of the quote as a cancellation fee if the customer cancels or changes the date/time less than 48 hours prior to the scheduled appointment.

III.Customer agrees to pay 50% of the quote as a cancellation fee in the event of a lock-out cased by our cleaners being turned away; no one home to let them in; no water or power available at customer’s premises (unless you have notified sophies cleaning company); or problem with customer’s keys.

IV.If keys are provided they must open the lock without any special efforts or skills. If an initial deposit has been paid to Sophies Cleaning Company then the customer agrees that deposit funds may be used to cover the cancellation fee.( a 50% diposit will be taken from all bookings when a clean has been booked in and will not be payed back due to any of the above)

D. CARPET AND UPHOLSTERY CLEANING:

I.48 hours notice is required if customer should either decide to cancel or re-schedule a cleaning appointment.

II.Carpet cleaning will only be booked in with a one off clean so terms and conditions for a “One Off Clean” for carpet ceaning will apply.

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. Sophie’s Cleaning Company reserves the right to make any changes to any part of these terms and conditions without giving any prior notice. Should any of the above clauses change all existing customers will be notified. Please check this website for updates.