Services Provided
We agree to provide cleaning services as described in the service quote or booking confirmation.
- Standard Services: Includes vacuuming, mopping, dusting and toilet cleaning.
- Exclusions: We do not provide hazardous waste removal, exterior window cleaning, or moving heavy furniture.
Access and Safety
- Access: If the Cleaner/s is unable to access the premises through no fault of our own (e.g., lockout), the Client agrees to pay the full quoted amount for the scheduled visit. This fee compensates for the loss of travel time and the inability to reassign staff to another location on short notice.
- Safety: The property must be safe for our staff. This includes securing aggressive pets and disclosing any known hazards (e.g., broken stairs, mold).
Payments and Fees
- Pricing: Based on the initial estimate. We reserve the right to adjust the price if the property condition differs significantly from the description.
- Deposit Requirement: For all new client bookings, a non-refundable deposit of £50.00 is required to secure the scheduled service date and time. This deposit will be credited against the total balance of the final invoice.
- Advance Payment for Specialty Services: For one-off, deep, or end-of-tenancy cleans, full payment of the estimated service fee is required at least 24 hours prior to the scheduled commencement of work. Failure to provide cleared funds by this deadline may result in the automatic cancellation of the booking.
- First-Time Bookings: For all initial services provided to new clients, payment in full must be received and cleared before the service begins.
- Cleared Funds: All payments must be made in GBP via Bank Transfer/Card Payment and are only considered "paid" once they appear as cleared funds in our nominated bank account.
Recurring and Weekly Services
- Payment Schedule: For regular weekly or fortnightly cleaning services, invoices are issued every Friday. Payment is due within 7 days of the invoice date.
- Continuous Service Condition: Provision of ongoing services is strictly conditional upon the timely payment of previous invoices. If an invoice remains unpaid for more
- than 7 days past the due date, all future cleaning sessions will be suspended immediately without notice until the balance is cleared.
- Price Reviews: Fees for recurring services are subject to an annual review. Clients will be provided with at least 30 days' written notice of any price adjustments.
- Holiday & Absence: Clients must provide a minimum of 7 days’ notice to pause service for holidays. Failure to provide notice may result in a "Late Cancellation” fee to cover the cleaner's loss of earnings.
- Termination of Agreement: Either party may terminate a recurring service agreement by providing 14 days written notice. Any outstanding balances must be settled in full before the final service date.
Cancellation and Rescheduling
- We reserve the right to charge interest on all overdue accounts at a rate of 8% above the Bank of England base rate, calculated daily from the due date until the date of actual payment.
- Short-Notice Cancellations: In the event that a client cancels or reschedules with less than 24 hours' notice, any deposit/payment paid will be forfeited to cover administrative and scheduling costs.
- Late Cancellation Fee: Cancellations made with less than 24 hours notice will be charged 100% of the service fee.
Satisfaction Guarantee
- Reporting Issues: If you are unsatisfied, please notify us within 24 hours of the service.
- Resolution: We will return to re-clean the specific area of concern at no extra charge. We do not offer cash refunds.
Liability and Damage
- Insurance: Pristine Pro Cleaning Ltd is fully insured.
- Damage Claim: We treat your home with care, but accidents happen. Any damage caused by our staff must be reported within 24 hours.
- Exclusions: We are not liable for pre-existing damage, wear and tear, or items not secured properly (e.g., loose curtain rods or heavy pictures hung with tape).
Commercial Client Provisions
Commercial agreements often involve longer terms and stricter health and safety requirements.
- Service Level Agreements (SLAs): Services will be performed according to the agreed-upon frequency and task complexity outlined in the Client Service Agreement. Regular site audits may be conducted to ensure effectiveness.
- Health & Safety Compliance: The Contractor will provide all necessary safety documentation, including COSHH (Control of Substances Hazardous to Health), risk assessments, and method statements.
- Confidentiality: The Contractor and its staff shall treat all business information and documents found on the premises as Confidential Information and will not disclose it to third parties.
- TUPE (Transfer of Undertakings): For long-term commercial contracts, the Client acknowledges that TUPE regulations may apply if there is a change in service provider.
Key Holding & Security Policy
Clear security protocols protect your business from liability regarding lost keys or unauthorized access.
- Key Security: All keys provided by the Client will be kept in a secure, locked location when not in use. Keys will be identified only by a unique code and will never be labeled with the Client's address or name
- Access Devices: The Client must provide reliable access (keys, fobs, or alarm codes). The Contractor shall not duplicate any keys or share access codes with unauthorised third parties without written consent.
- Lock-up Procedures: Upon departure, staff will ensure the premises are secured according to the Client’s specific instructions (e.g., locking all doors, setting the alarm system).
- Lost Keys: In the event of loss or damage to keys by the Contractor, the Contractor will be responsible for the cost of replacement or lock re-keying as required.
- Key Return: All keys, fobs, and documentation will be returned to the Client immediately upon termination or expiry of the agreement.
Unforeseen Events
- Definition: Neither party shall be liable for any delay or failure to perform its obligations if such failure results from events beyond their reasonable control.
- Trigger Events: This includes, but is not limited to, natural disasters (fire, flood, storm), war, acts of terrorism, national strikes, or government-imposed lockdowns/pandemics.
- Suspension of Service: During such an event, the Contractor’s obligations are suspended until it is safe or legal to resume.
- Termination Right: If an unforeseen event prevents service for more than 60 days, either party may terminate the agreement with written notice without penalty
.
Hazardous Waste & Kitchen Safety
Cleaning staff are typically trained for standard domestic or office cleaning, not specialized biohazard or chemical waste removal.
- Definition of Hazardous Waste: For the purpose of this agreement, hazardous waste includes but is not limited to: sharp objects (broken glass/needles), biological waste (blood, bodily fluids), volatile chemicals, and spoiled food or mouldy items in refrigerators that pose a health risk.
- Office Kitchens: Staff will not be responsible for cleaning refrigerators or cupboards containing significantly decayed food or "science experiments" unless a separate Deep Clean is booked.
- Refusal of Service: The Contractor reserves the right to refuse to clean any area where hazardous waste is present. If such waste is encountered, the Client will be notified immediately to arrange specialized disposal.
- Broken Glass: In the event of broken glass in kitchen areas, staff will follow a specific safety procedure (marking the area and using specific tools) but are not liable for any secondary contamination if not informed of the breakage beforehand.
Termination
Either party may terminate this agreement at any time with 30 days written notice.