On carpet cleaning service a minimum of £50 (+ vat) charge will be applied.
Once only cleaning
The client is recommended to check the quality of the cleaning work carried out immediately after completion of the work.
In the event that the client is not satisfied with the standard of work, he/she should contact the company not more than 48 hours after the completion of the service. Unless good reason is given for late notification of any complaint, the company will not consider any complaints which are notified after such period of 48 hours.
When booking a cleaning service, the Client is obliged to provide details of name, address, telephone, e-mail address and the payment details over the phone. As soon as this information has been submitted the Client will be sent an e-mail confirmation one working day before the cleaning session in respect of the Company’s Terms and Conditions. The Client accepts these Terms and Conditions unless s/he contacts the Company before the cleaning session has started.
In the unlikely event of complaint the client will allow the company to send a cleaner back to the client’s property to complete the work to the client’s satisfaction and the company will not normally refund any payment if it is not permitted to return to the client’s property to complete the job.
Clean Edinburgh Ltd service is insured by full public and employer’s liability cover. The cleaners have full public liability insurance.
Clean Edinburgh Ltd will provide all cleaning material and equipment on request. Please note that this may be subject to a surcharge.
End of Tenancy Cleaning
The standard end of tenancy cleaning service does not include cleaning of walls, ceilings, curtains, balconies, patios, exterior windows and carpets, washing up or laundry. The property must be vacated.
Although we aim to work within a specific agreed cleaning schedule, we cannot guarantee your deposit will be returned nor can we be held responsible for the subjective nature of check-out reports. It is your responsibility to check our finished work and verbally sign-off and settle your account.
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.We may take up to 7 working days to respond to a complaint. We will not accept a complaint based on an Inventory check report, filed more than 24-hour after the cleaning session.
Clean Edinburgh Ltd will not be responsible for failing to remove old permanent stains that cannot be removed using normal carpet cleaning methods. Existing damage will be reported prior to commencing work.
Clean Edinburgh Ltd has a public and employer’s liability insurance which includes “Treatment Risk”. The policy will cover any accidental damages caused by an operative working on behalf of Clean Edinburgh Ltd. The customer accepts and understands that poor service; breakage/damage or theft must be reported within 24 hours from our service date. Failure to do so will nullify the customer to any claim. Clean Edinburgh Ltd advises that the customer or a customer’s representative must be present at the time of completion of the job so an inspection can be carried out and any corrections made on site on the same day. 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. In case of damage Clean Edinburgh Ltd will repair the item at its cost and has the right to request proof of purchase and or photographic evidence of the manufacturer i.e. an image of product label so as to verify the items value. If the item cannot be repaired Clean Edinburgh Ltd will rectify the problem by crediting the customer with the item’s present actual cash value toward a like replacement from a Clean Edinburgh Ltd source upon payment of cleaning services rendered. If the customer is not completely satisfied with a cleaning job, Clean Edinburgh Ltd will re-clean any areas and items to customer’s satisfaction.
All fragile and highly breakable items must be secured or removed. Items excluded from liability are: cash, jewelery, items of sentimental value (the customer will be credited with the items present cash value), art and antiques. Key replacement/locksmith fees are paid only if our operatives lose keys. Clean Edinburgh Ltd reserves the right not to be responsible for: cleaning job not complete due to the lack of suitable cleaning materials and/or equipment in full working order, hot water or power; third party entering or present at the customer’s premises during the cleaning process; wear or discolouring of fabric becoming more visible once dirt has been removed; failing to remove old/permanent stains that cannot be removed using standard carpet cleaning methods; existing damage or spillage that cannot be cleaned/removed completely using provided by the customer cleaning materials and equipment or standard carpet cleaning equipment; any damages caused by a faulty or not in full working order materials/equipment supplied by the customer; accidental damages worth £50 or less; any accidental damages caused by our cleaners if the customer has an unpaid balance owed to Clean Edinburgh Ltd.
Regular domestic cleaning, office cleaning
Customer may cancel a scheduled cleaning visit/s by giving at least 24 hours advanced notice by telephone and confirm in writing by fax/email/post/hand delivery. Customer may terminate the whole service by giving two weeks (14 days) advanced notice in writing by fax/email/post/hand delivery and specifying the last cleaning date. Customer agrees to pay the full price of the cleaning visit if the customer cancels or changes the date/time less than 24 hours prior to the scheduled appointment. Customer agrees to pay the full price of the cleaning visit in the event of a lockout caused by our cleaners being turned away; no one home to let them in; or problem with customer’s keys. If keys are provided they must open the lock without any special efforts or skills. 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. Customer has the right to terminate the service without giving one week advanced notice but by giving 24 hours advanced notice by telephone and confirm in writing by fax/email/post/hand delivery before or immediately after the first cleaning visit only.
Customer may cancel the scheduled cleaning job at least 24 hours prior to the agreed start time by telephone and confirm in writing by fax/email/post/hand delivery. Customer agrees to pay 20% of total order value cancellation fee per cleaner if the customer cancels or changes the date/time less than 24 hours prior to the scheduled appointment. Customer agrees to pay 20% of total order value cancellation fee per cleaner 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. If keys are provided they must open the lock without any special efforts or skills.
End of tenancy cleaning & Carpet cleaning Customer may cancel the scheduled cleaning job at least 24 hours prior to the agreed start time by telephone and confirm in writing by fax/email/post/hand delivery. Customer agrees to pay 40% of the quote as a cancellation fee if the customer cancels or changes the date/time less than 24 hours prior to the scheduled appointment. Customer agrees to pay 40% of the quote 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 customer’s premises; or problem with customer’s keys. If keys are provided they must open the lock without any special efforts or skills. If an initial deposit has been paid to Clean Edinburgh Ltd then the customer agrees that deposit funds may be used to cover the cancellation fee.
Minimum Cancellation Fee
When a booking is made it must be understood and appreciated Clean Edinburgh Ltd has committed manpower and time to service the request. Therefore when a service is cancelled with less than 24hours notice it often the case Clean Edinburgh Ltd will not be able to fill that time with an alternative order. It is also the case the cleaner may already be on route or have been unable to gain access to the property through no fault of theirs and or Clean Edinburgh Ltd. Therefore a minimum fee of 20% of total order value will be incurred to cover the administrative, travel costs and cleaners time. In all cases where the service has been cancelled with less than 24 hours’ notice there will be a minimum cancellation fee of 20% of total order value .
Amendment to date & time
Where the date and or time has been amended by the customer whilst the cleaner is on route or due to the cleaner not being able to gain access the minimum fee of 20% of total order value will be charged in addition to the agreed total price of the service.
* Where a service is booked by a consumer the consumer has a statutory right to a 7 day cooling off period whereby the consumer has the right to cancel the service without penalty. Please note this statutory right does not apply where the service has commenced during the 7 day period prior to the cancellation notice being given and or the consumer has acknowledged our terms of service by sending us their acknowledgement to be bound by our terms either by electronic signature, post, fax or hand delivery and as such our standard terms and conditions herein will apply.
For more information on your statutory rights, visit either www.direct.gov.uk or www.adviceguide.org.uk.