Terms and Conditions

This is the Terms and Conditions of services as agreed between the Client (a person and/or company engaging services) and the Company (Luxenta Cleaning Limited) registered at Unit 4 A Ground floor, College Mews, St. Ann’s Hill, London, SW18 2SJ with Company N: 09603912.

1. ALL CLEANING SERVICES:

1.1. The Company will provide regular (more than 2 pre arranged appointments) weekly Domestic Cleaning at a rate of £13.00 per hour.
1.1.1. This is organised for a minimum of 2.5 hours weekly.
1.1.2. The Company will provide regular (more than 2 pre arranged appointments) fortnightly Domestic Cleaning at a rate of £13.50 per hour minimum 3 hours per visit.

1.2. The Company will provide Commercial Cleaning (offices etc) at a rate between £14.00 and £16.00 per hour, depending on size of site, time required and the requirements.
1.2.1. The hourly rate does not include a charge for providing the cleaning supplies.

1.3. The charge for One-Off Deep / Spring Cleaning service is £16.00 per hour per person available to regular and non-regular clients. Minimum of 3 hours required. Please note that there is an extra charge for single oven cleaning – £25.00.
1.3.1. The above amount is eligible when the client supplies all cleaning materials and equipment.
1.3.2. There is an extra cost of £25.00 when the company supplies all cleaning products and equipment or £15.00 when the company supplies all cleaning products only. .

1.4. For End of Tenancy Cleaning (Move in – out) and After Builders Cleaning, the Company will charge £16.00 per hour per person.
1.4.1. A fixed bedroom price from £130.00 to £260.00 is available for studio, one to five bedrooms, after inspection by the Company to assess the size of the rooms., (the cleaning supplies are included in the price).

1.5. Please note the number of cleaners used per session will not affect the initial quotation provided to Clients. (the rate for all cleanings is per hour per person)

1.6. If the Client requires the cleaner to perform any task, beyond the agreed tasks, the Client must pay for any additional time worked at the rate agreed.

1.7. The Client agrees to provide a list of all required tasks, cleaning materials, equipment and appliances i.e. vacuum cleaners, irons etc. needed for the required work, unless other arrangements have been made with the Company.

1.8. If the Client does not have cleaning materials and requests that the requested items are purchased on their behalf, the Client understands that an applicable charge will be added to their invoice.

1.9. All cleaning appliances should be safe and in full working order.

1.10. 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. The client is responsible for securing any valuables left in plain sight.

1.11. The Company is not responsible for cleaning collectable items, antiques, art, items of sentimental value and the surrounding areas.

1.12. The Client understands that prices quoted only include cleaning and ironing labour.

1.13. Should the Client require an AGA to be cleaned, the Client must leave the AGA on a minimum heat to allow the cleaning to be completed.

1.14. The Client must any special instructions for deactivation/activation of any household alarm systems.

1.15. The Company reserves the right not to continue with the appointment if on inspection, it is found that the material to be cleaned or treated is not suitable for cleaning or treatment.

1.16. The Company will not continue with the appointment if (but not exclusive to) water or power being unavailable or if there is interference in the work from the Client or any other person.

1.17. Freezers must be defrosted in advance. As the time scale for defrosting will not enable the cleaner complete this task.

1.18. The cleaner will not clean windows inside or outside of the property if the window or part of the window is out of reach to the cleaner, in accordance with Health and Safety.

1.19. If the cleaner is not available for the cleaning appointment due to annual leave, the Company is to provide a replacement cleaner if that is the client’s wish and accommodate a suitable for the client day/time (reschedule if necessary). The regular cleaning day might not be available so other options would be discussed with the Client. The Company will inform the Client in advance of the cleaner’s planned holidays.
1.19.1. If the cleaner is not available for the cleaning appointment due to sickness, the Company is to provide a replacement cleaner if that is the client’s wish and accommodate a suitable for the client day/time (reschedule if necessary). The regular cleaning day might not be available so other options would be discussed with the Client. On the occasions of last minute change due to sickness of the cleaner, the Company might not be able to provide a replacement cleaner as there is not much notice to arrange an available replacement cleaner and the cleaning appointment will be cancelled by the Company.

1.20. If the client requires any covered areas to be cleaned, the heavy furniture must be moved prior to the appointment.

2. ACCESS:

2.1. The Client is responsible for providing access to the property at the scheduled time. If keys are provided, they must open and close all locks.

2.2. Keys supplied to the Company that are misplaced or lost will be replaced to the maximum amount of £25.00.

2.3. If a cleaner or Company operative needs to collect keys from a third party, at an address of a distance more than 0.5 miles from the premises where work is to be carried out, then a £10.00 charge will apply to cover travel and time costs.

2.4. The Company is not responsible for any alarms triggered during an appointment. These must be provided prior to any scheduled appointment.

2.5. The Client must arrange a suitable parking space for Company vehicles within close proximity of the property and to cover any parking/congestion expenses, if applicable.

3. PAYMENTS:

3.1.Payment is required at the end of the scheduled appointment.

3.2. Regular Clients:
3.2.1. Invoices are issued within 28 days of service for regular Clients.
3.2.2. Payment can be made in cash or online bank transfer in advance of any services on the day of the assignment.
3.2.3. Any online payments must be made before midnight after the cleaning session has completed.
3.2.4. In case the payment has not been made the company reserves the right to not sent a cleaner until it is resolved.

3.3. One off Clients:
3.3.1. Invoices are issued within 48 hours.
3.3.2. Payment can be made in cash on completion of the service.
3.3.3. Payment can be made online in advance of the services.
3.3.4. All payments must be made on the day of the assignment. Online payments must be made by midnight.

3.4. The Company reserves the right to suspend cleaning services if a payment is not made within the required payment limit. In the event of an outstanding payment, services will be suspended until payment is received in full.

3.5. If payment is not made after 30 days of invoice then the account will be passed to a collections agency, after which an additional charge of 15% of the original invoice will become applicable. The Client agrees as part of this contract to pay this sum which represents the Company’s reasonable costs in collecting the unpaid amounts.

4. COMPLAINTS:

4.1. The Company requires the attendance of the Client or his/her representative on the first cleaning session to carry out an inspection while the cleaner is still present at the property. Any corrections needed, should be requested on the same day.

4.2. If the Client is not completely satisfied with the cleaning services, the Company will re-clean any areas and item/s before the completion of the service on the same day or an agreed day.

4.3. If the Client is unable to attend the first session, detailed instructions are to be provided on any special detergents or procedures to be carried out within the property.

4.4 Client 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 the Client to no refunds or recovery cleanings.

4.5. The Company may take up to 5 working days to resolve a complaint.

4.6. The Company will not accept a complaint based on an Inventory check report, filed more than 24 hours after the cleaning session.

4.7. Complaints are accepted in writing (letter, e mail or Fax). Complaints must be reported on completion or in the following 24 hour period.

4.8. If the Client has failed to provide such information, any claims will be deemed invalid.

4.9. Key replacement/locksmith fees are paid only if keys are lost by Company cleaners/operatives.

4.10. In case of damage the Company will try to repair the item/s if it agrees that it caused the damage. If the item/s cannot be repaired the Company will rectify the problem through its insurance company by crediting the Client with the item/s if it is proven to be by Company.

​4.11. The Company will not to be responsible for:
4.11.1. delay for a cleaning appointment due to a traffic congestion;
4.11.2. postponed service due to broken equipment;
4.11.3 appointment 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;
4.11.4 third party entering or present at the Client’s premises obstructing the cleaning process

5. CLAIMS:

5.1. No refund claims will be considered once the cleaning service has been carried out.

5.2. All services shall be deemed to have been carried out to the Client’s satisfaction unless written notice is received by the Company with details of the complaint within 24 hours of the work being completed. Any complaint will be fully investigated and the Company gives its best endeavours to resolve it to the satisfaction of the Client.

5.3. The Client agrees to allow the Company back to re-clean and inspect any disputed areas/items before arranging a third party to carry out services.

5.4. The Client must be present at all time during the re-clean.

5.5. The Company reserves the right to only offer one re-clean per service.

5.6. While cleaners make every effort not to break items, accidents do happen. Identical replacement is always attempted but not guaranteed.

5.7. The Company may require entry to the location of the claim within 24 hours to correct the problem.

5.8. In case of damage, confirmed as caused by the Company, the Company will repair the item at its sole cost. If the item cannot be repaired the Company will rectify the problem by crediting the Client with the item’s present actual cash value toward a like replacement.

5.9. Re-clean services apply once the payment for the service has been received in full.

6. LIABILITY:

6.1. The Company shall not be liable for any third parties that are present at the Client’s premises during the appointment. No cleaner will grant access to the property to any third parties after an appointment commences.

6.2. Items excluded from the cleaning company’s liability include: cash, jewellery, art, antiques and items of sentimental value.

6.3. The Company requests all irreplaceable items (whether of monetary or sentimental value) be stored away.

6.4. The Company is not responsible for any existing damage to Clients’ property in the form of old stains/burns/spillages etc. which cannot be cleaned/removed completely by the cleaner using the industry standard cleaning methods.

6.5. The Company shall not be liable for the shrinkage of carpets as a result of poor fitting.

6.6. The Client accepts that appliances do break during the cleaning process due to technical faults, long term use, etc. The cleaners are not responsible for the breakage of any appliance, unless it is caused by improper use or negligence by the cleaner. If any damage is proved to be caused by the cleaner, the appliance will be repaired or replaced to a similar, workable standard.

6.7. The Company will endeavour to ensure that appliances are cleaned to a high standard. However, if they have not been cleaned since they were purchased, the Company will not be liable for ingrained dirt that cannot be removed using chemicals.

6.8. The Company will not guarantee an End of Tenancy Cleaning service if furniture or tenants are still present in the property at the time of the cleaning.

6.9. The Company shall not be responsible for any damage caused as a result of the Client placing furniture on a carpet which has not completely dried.

6.10. The Company is not liable for any wear or discolouration of fabric that becomes more notable once dirt is removed.

6.11. The Company will not liable for any damages caused by faulty products/equipment provided by the Client. The Client must inform the Company of any broken appliances or items or provide written instructions for the cleaning of any specific surfaces, furniture, etc in the premises.

7. INSURANCE:

7.1. The Company has Public liability insurance. The policy will cover any accidental damages caused by a sub-contractor working on behalf of the Company, reported within 24 hours of service date.

7.2. The Client is obliged to warn the Company or the cleaner about appliances that are poorly fixed or not in full working order as insurance will not cover these items.

8. CLIENT SATISFACTION:

8.1. The Client understands that they are not entitled to any refunds.

8.2. If the Client is not satisfied with the cleaning service provided and a complaint has been placed in the stated 24 hours after the appointment, the Company reserves the right to return the same cleaner to re-clean any areas and items to Client’s satisfaction. The Client must allow the cleaner to return and the Client should be at present at all times during the re-clean.

8.3. The Company will permit only one re-clean session and only for the reported missed areas. Any additional requests, will incur the fees as per the above.

8.4. The Client will not determine the rate of pay for any additional requests.

9. CANCELLATION:

9.1. All Services:

9.1.1. For all regular domestic cleaning services, the Company requires notice of 30 days to terminate their agreement with the Client, in which event all cleaning appointments scheduled in this period stand. The Cancellation policy can not be applied for the cleaning appointments scheduled in the notice period. In the event of termination of the agreement without notice of 30 days the client will be charged a Termination charge based on the cleaning appointments booked in the monthly period.

9.1.2. The Client may cancel any scheduled cleaning appointment up to five workings days prior with no cancellation charges.

9.1.3. In the event of Cancellation by the Client without prior notice, Cancellation fees apply as follows:
three to four working days – 30% from the cleaning charge (where “Cleaning charge” means the full amount to be paid for the booking)
two working days – 50% from the Cleaning Charge (where “Cleaning charge” means the full amount to be paid for the booking)
one working day – 75% from the Cleaning Charge (where “Cleaning charge” means the full amount to be paid for the booking)
same day – the full Cleaning Charge (where “Cleaning charge” means the full amount to be paid for the booking)

9.1.4. The Clients agrees to pay the full quote as a cancellation fee in the event of:
a lock- out cased by the cleaner being turned away;
if no one is available to provide access to the property;
no water or power available at Client’s premises;
problems with clients keys. If keys are provided they must open the lock without any special efforts or skills.

9.2. The Client may reschedule appointment, if four to five days notice is provided to the Company. The Client must note however that the preferred cleaning operative may not be available on the chosen, rescheduled date.

9.3. The Company reserves the right to refuse any cleaning appointment if the condition of the property is hazardous to the cleaner/Company operative.

9.4. The Company reserves the right to cancel and/or reschedule a service in the event of a force majeure or unforeseen circumstances outside of the control of the cleaner or the Company.

9.5. By making a booking for a Regular Domestic Cleaning Service, the Client agrees to be provided with a regular service according to the schedule, and not to cancel more than eight agreed appointments within One Calendar Year. In the event of more than the stipulated Cancellations, the client shall be liable to the full charges applicable.

10. POST CANCELLATION TERMS:

10.1. By entering into a service agreement with the Company, the Client agrees that after the termination of the cleaning service, the Client will not hire or use any domestic services provided by a present or past cleaner introduced to the Client by the company.

10.2. If the Client wishes to hire or use domestic services provided by the cleaner then he/she must pay a referral fee of £500.00.

11. DATA PROTECTION:

11.1 The Client agrees that the use of data will be in full compliance of all applicable laws and regulations, including without limitation the Data Protection Act 1998. For more information please visit our Privacy Policy.

12. CONFIDENTIALITY:

12.1. Each party agrees to treat the following information as confidential and not to divulge, use or exploit the same except as expressly permitted under this Agreement: (a) the existence and Terms of this Agreement and (b) all information received from the other party under or in connection with this Agreement. The foregoing restrictions shall not apply to the extent the information: (a) ceases to be confidential and enters into the public domain other than due to a breach of this Agreement by the receiving party; (b) is acquired by the receiving party from a third party free of any obligation of confidence, or (c) is required by law to be disclosed.

12.2. The service providers/ cleaners will not read any legal papers which they may find in the premises. In any event the service providers/ cleaners will maintain absolute confidentiality over all matters that might be learned by virtue of any papers accidentally read, any discussions overheard, or any other activity undertaken as part of their presence in the premises.

13. VARIATION:

13.1. The Company reserves the right to make any changes to any part of these Terms and Conditions without giving any prior notice.

14. JURISDICTION:

14.1. These Terms and Conditions shall be governed by the relevant United Kingdom law, and by agreeing to be bound by them the Client agrees to submit to the exclusive jurisdiction of the relevant courts of the United Kingdom.

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Tel: 0203 963 5455
Mobile: 07399 415484  

               07399 415503

Email: info@luxentacleaning.co.uk

Address:
43 Heaton Road,
Mitcham, Surrey​​
CR4 2BW

Unit 4 A Ground floor,
College Mews, St. Ann’s Hill, 
Wandsworth, London
SW18 2SJ