Terms & Conditions

 

By placing an order either over the phone, email or website, customer has verbal or written agreement, and is bound to Maid In West Sussex’s Terms and Conditions.

SERVICES

REGULAR DOMESTIC AND OFFICE CLEANING

The customer agrees to pay the monthly invoice by Standing order that they will setup with their bank.
Maid In West Sussex reserves the right to suspend cleaning services if monthly payments are missing.
The first month’s payment is required in advance, unless otherwise agreed.
Alternatively, payments can be paid on the day of the cleaning session. Payment can be made in cash on completion of the service or by bank transfer.

Minimum duration of 2 hours per cleaning visit applies for all domestic cleaning services.
Our estimator can only give an approximate 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.
The customer agrees to provide a task list and all necessary cleaning products and equipment for the required work, unless other arrangements have been made with Maid In West Sussex. All cleaning equipment should be safe and in full working order.
If the customer does not have cleaning products and asks Maid In West Sussex to purchase the requested items on their behalf, the customer understands that an applicable charge will be payable.
If collection of keys is required from a location outside the postal code area of the cleaning scheduled, a £10 charge will apply.
A prepaid monthly payment will be refunded only if customer does not require our cleaning services for more than 4 weeks.
Maid In West Sussex will not be responsible for setting off any alarm systems. The customer should give any special instructions for deactivation/activation of any household alarm systems.
The customer understands that the price quoted over the phone or email does not include anything apart from cleaning and ironing labour.

PRIVACY. Maid In West Sussex agrees to keep all customers’ information confidential.

END OF TENANCY CLEANING

Maid In West Sussex reserves the right to amend the initial quotation, should the client’s original requirements change.
If collection of keys is required from a location outside the postal code area of the cleaning scheduled, £10 charge will apply.
The customer understands that our fixed price quoted is only for cleaning labour.
The customer understands that if the property is considered to be soiled beyond normal conditions Maid In West Sussex reserves the right to amend the initial quotation or cancel the clean altogether.

After Party Cleaning or badly neglected homes may take up to three times longer than a well maintained home requiring general cleaning.
Customer agrees to provide a task list and all cleaning products and equipment (vacuum cleaner, mop, bucket and portable ladder) required to carry out the service, unless other arrangements have been made with Maid In West Sussex. All cleaning equipment provided by customer, should be safe and in full working order.
If the customer does not have cleaning products, Maid In West Sussex will supply all necessary cleaning products (not equipment such as vacuum cleaners) at £2 per hour. This has to be requested at the time of the booking.

ONE-OFF CLEANING / SPRING CLEANING

Maid In West Sussex reserves the right to amend the initial quotation, should the client’s original requirements change.
Minimum duration of 2 hours per cleaning visit applies.
Customer agrees to provide a list of tasks and all cleaning products and equipment needed for the required work, unless other arrangements have been made with Maid In West Sussex.
All cleaning equipment should be safe and in full working order.
If the customer does not have cleaning products, Maid In West Sussex will supply all necessary cleaning products for an additional £2 per hour. This has to be requested at the time of the booking.
If collection of keys is required from a location outside the postal code area of the cleaning scheduled, £10 charge will apply.
The customer understands that the price quoted is not a “package deal” and includes only cleaning labour.
The estimator 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.
The customer is advised that a move in / move out clean may take double the length of time required for a general cleaning. After Party Cleaning or badly neglected homes may take up to three times longer than a well maintained home requiring general cleaning.

PAYMENTS

Payment is requested on completion on the day of the cleaning session.
Payment can be made in cash on completion of the service.
Payment can be made bank transfer, our bank details will be supplied on request.  Bank Transfer must be made and confirmed in advance of the cleaning session. No surcharge will apply.
Customer understands that any ‘late payments’ may be subject to additional charges.
If payment is not made after 30 days of invoice then the account will be passed to our collections agency, after which a charge of 15% 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.

COMPLAINTS AND CLAIMS

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.
Maid In West Sussex requires the presence of the customer or his/hers representative in the beginning and at the end of the cleaning session (one off cleans only apply) so an inspection can be carried out and if any corrections are required, they should be made 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.
Maid In West Sussex may take up to 7 working days to respond to a complaint.
Maid In West Sussex will not accept a complaint based on an Inventory check report, filed more than 24-hour after the cleaning session.
Complaints are accepted verbally over the phone and in writing (letter, email). Complaints must be reported on completion or in the following 24-hour.
All fragile and highly breakable items must be secured or removed. Items excluded from liability are: cash, jewellery, 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 keys are lost by our operatives. There is a £30 per household liability limit.
In case of damage Maid In West Sussex will repair the item at its cost. If the item cannot be repaired Maid In West Sussex will rectify the problem by crediting the customer with the item’s present actual cash value towards a like for like replacement from a Maid In West Sussex’s source upon payment of cleaning services rendered.
Any reported theft will be a police matter and we will assist the police with their enquiries.

INSURANCE

Maid In West Sussex has a Public liability insurance. The policy will cover any accidental damages caused by an operator working on behalf of Maid In West Sussex, reported within 24 hours of service date.
There is £250 excess on any claim, of which £125 are paid by customer and £125 by Maid In West Sussex.
Maid In West Sussex reserves the right to refuse to share any of the confidential company’s documents.

CUSTOMER SATISFACTION

Customer understands that he/she is not entitled to any refunds.
If the customer is not completely satisfied with a cleaning job, Maid In West Sussex will re-clean any areas and items to the customer’s satisfaction. Therefore a customer must allow the cleaner to be returned.
Customer must be present at all times during the re-clean. Maid In West Sussex reserves the right not to return a cleaner more than once.

LIABILITY

Maid In West Sussex reserves the right not to be liable for:
Completing tasks which are not stated on our task list;
Cleaning jobs not complete due to the lack of suitable cleaning products 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 cleaning methods;
Existing damage or spillage that cannot be cleaned/removed completely using provided by the customer cleaning products and equipment or standard carpet cleaning equipment;
Any damages caused by a faulty or not in full working order products/equipment supplied by the customer.
If the customer has items which need special cleaning methods and special cleaning products, Maid In West Sussex reserves the right to refuse the provision of the cleaning products.
Maid In West Sussex will advise the client to provide the specific cleaning products and to pass cleaning instructions to the estimator / sales advisor when placing the order or give instruction to the present cleaner;

CANCELLATION

REGULAR DOMESTIC CLEANING

Customer may cancel or adjust the time of a cleaning visit(s) by giving at least 48 hours advanced notice.
Customer agrees to pay 50% of the full price of a cleaning visit if the customer cancels or changes the date/time less than 48 hours prior to the scheduled appointment.
Customer agrees to pay 50% of 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.
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 may terminate the cleaning service by giving two-week (14 days) advanced notice in writing and specifying the last cleaning date and give reason.

END OF TENANCY CLEANING:

48 hours notice is required if customer should either decide to cancel or re-schedule a cleaning appointment.
Customer agrees to pay the full price 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.
Customer agrees to pay the full price 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; 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 Maid In West Sussex then the customer agrees that deposit funds may be used to cover the cancellation fee.

ONE-OFF CLEANING:

48 hours notice is required if customer should either decide to cancel or re-schedule a cleaning appointment.
Customer agrees to pay the full price 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.
Customer agrees to pay the full price 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; 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 Maid In West Sussex then the customer agrees that deposit funds may be used to cover the cancellation fee.

AFTER CANCELLATION OF THE CLEANING SERVICE

By entering into a service agreement with Maid In West Sussex, the customer agrees that after the termination of the cleaning service he/she will not hire or use any domestic services provided by a present or past cleaner introduced to the customer by Maid In West Sussex. If the customer wishes to hire or use domestic services provided by such a cleaner then he/she must pay a referral fee of £1200.

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. Maid In West Sussex reserves the right to make any changes to any part of these terms and conditions without giving any prior notice.