Terms and conditions

   A. END OF TENANCY CLEANS, DEEP CLEANS AND REGULAR CLEANS

1. M&M cleaners reserve the right to amend the initial quotation, should the client's original requirements change.

2. If collection of keys is required from a location outside the postal code area of the cleaning scheduled, £15 (excl. VAT).

3. Customer agrees to provide a task list before work is carried out

4. M&M cleaners will provide cleaning equipment but if client wants to supply cleaning equipment all cleaning equipment provided by customer, should be safe and in full working order.

5. M&M cleaners 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.

6. 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.

7. Payment is to be made before M&M cleaners leave the property

8. M&M cleaners will not be responsible for triggering any alarm systems. Customer should give any special instructions for deactivation/activation of any household alarm systems.

9. M&M cleaners will clean a house once the tenant has moved out.

10. M&M cleaners 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.

  11. M&M cleaners do not take away rubbish as we are not a rubbish removal company

  12. M&M cleaners will follow the task list which is writen by the custumer before the clean starts, if the task list is completed                 before the agreed time the cleaner has the right to finish and leave and will not be expected to take other tasks which are not         included in task list.

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    B. PAYMENTS

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

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

3. Commercial clean contract payments must be paid within two weeks of invoice.

4. Payment can be made with debit or credit card using online banking or cash please ask M&M cleaners for bank details

5. Customer understands that any 'late payments' may be subject to additional charges.

6. 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% 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.

7. M&M cleaners fees are payable by the client within two weeks of invoice by Cash or Standing Order. These will be paid into our nominated account as per cleaning schedule.

8. M&M Cleaners reserves the right to suspend cleaning services if monthly payments are missing or if paper work is not returned to 'M&M cleaners' within 7 days of placing the order.

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    C. COMPLAINTS AND CLAIMS

1. 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.

2. M&M cleaners 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.

3. 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.

4. M&M cleaners will not accept a complaint based on an Inventory check report, filed more than 24-hour after the cleaning session.

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

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

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

8. M&M cleaners agrees to keep all customers* information confidential.

 

   D. INSURANCE

1. M&M cleaners have a Public and Employer's liability insurance. The policy will cover any accidental damages caused by an operator working on behalf of M&M cleaners, reported within 24 hours of service date.

2. There is ???? Excess on any claim, of which £150 are paid by customer and £200 by M&M cleaners.

3. M&M cleaners reserve the right to refuse to share any of the confidential company's documents.

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    E, CUSTOMER SATISFACTION

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

2. If the customer is not completely satisfied with a cleaning job, M&M cleaners will re-clean any areas and items to customer's satisfaction. Therefore customer must allow the cleaner to be returned within 24hrs.

3. Customer must be present at all times during the recovery-clean. M&M cleaners reserve the right not to return a cleaner more than once.

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    F. LIABILITY

1. M&M cleaners reserves the right not to be liable for:

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

3. Cleaning jobs not complete due to the lack of suitable cleaning detergents and/or equipment in full working order, hot water or power;

4. Third party entering or present at the customer's premises during the cleaning process;

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

6. Failing to remove old/permanent stains that cannot be removed using standard carpet cleaning methods;

7. Existing damage or spillage that cannot be cleaned/removed completely using provided by the customer cleaning detergents and equipment or standard carpet cleaning equipment;

8. Any damages caused by a faulty or not in full working order detergents/equipment supplied by the customer.

9. If the customer has got items which need special cleaning methods and special cleaning  detergents, M&M cleaners reserves the right to refuse the provision of the cleaning detergents.

10. M&M cleaners 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;

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   G. CANCELLATION

1. 48 hours’ notice is required if customer should either decide to cancel or re-schedule a cleaning appointment.

2. Customer agrees to pay 40% 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.

3. 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.

4. If keys are provided they must open the lock without any special efforts or skills. If an initial deposit has been paid to M&M cleaners then the customer agrees that deposit funds may be used to cover the cancellation fee.