Pristine Cleaning T&C's

By placing an order either over the phone, via email or web site, you are bound by customer the following Terms and Conditions –

SERVICES

DOMESTIC CLEANING

The customer agrees to sign and return the Agreement and Direct Debit forms to prior to the first cleaning visit
The customer agrees to pay the monthly fee via Direct Debit instruction
Pristine Cleaning reserves the right to suspend cleaning services if monthly payments are missed
Although our quotations for cleaning services are as accurate as possible there are occasions where the time required to complete the cleaning may need to be adjusted, therefore durations may vary and a degree of flexibility is required.
We offer key holding services for our regular cleans and we will organise with you for keys to picked up in advance of cleans at no cost
Monthly payment will be refunded only if customer does not require cleaning services for more than 4 consecutive weeks.
Pristine Cleaning will not be responsible for triggering any alarm systems. Customer should give any special instructions for deactivation/activation of any household alarm systems.
We operate a minimum 30 day notice period for any cleaning service provided.
The customer understands that the price quoted over the phone or email does not include anything apart from cleaning service agreed upon. Additional services or requests are chargeable.

END OF TENANCY CLEANING

Pristine Cleaning reserves the right to amend the initial quotation, should the client’s original requirements change.
Collection of keys should be organised in advance of the cleaning date/time.
Should the end of tenancy be not described accurately, our price quoted may vary and we reserve the right to add further charges after the clean should this be required.

ONE-OFF CLEANING / SPRING CLEANING

Pristine Cleaning reserves the right to amend the initial quotation, should the client’s original requirements change.
Collection of keys, access is required in advance of the clean
The customer is advised that an end of tenancy cleaning may take double the length of time required for a general cleaning. Post Construction/ After Builders Cleaning, Post Party Cleaning or Badly neglected homes may take up to three times longer than a well maintained home requiring general cleaning.

PAYMENTS

Payment is required in advance of any cleaning service.
Payment is to be made to Pristine Cleanings bank account and we only accept bank transfers. Cheques or Card payments are not accepted
The Customer agrees that any outstanding amount owed to Pristine Cleaning can be additionally charged.
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.
Pristine Cleaning 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. (deep cleaning/end of tenancy cleaning)
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.
Pristine Cleaning may take up to 7 working days to respond to a complaint.
Pristine Cleaning 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, e mail). 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, jewelry, 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.
Pristine Cleaning agrees to keep all customers* information confidential.
In case of damage Pristine Cleaning will repair the item at its cost. If the item cannot be repaired Pristine Cleaning will rectify the problem by crediting the customer with the item’s present actual cash value toward a like replacement from a Pristine Cleaning’s source upon payment of cleaning services rendered.

INSURANCE

Pristine Cleaning has a Public and Employer’s liability insurance. The policy will cover any accidental damages caused by an operator working on behalf of Pristine Cleaning, reported within 24 hours of service date.
There is £350 excess on any claim, of which £150 are paid by customer and £200 by Pristine Cleaning.
Pristine Cleaning 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, Pristine Cleaning will re-clean any areas and items to customer’s satisfaction. Therefore customer must allow the cleaner to be returned.
Customer must be present at all times during the recovery-clean. Pristine Cleaning reserves the right not to return a cleaner more than once.

LIABILITY

Pristine Cleaning 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 detergents 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 detergents and equipment or standard carpet cleaning equipment;
Any damages caused by a faulty or not in full working order detergents/equipment supplied by the customer.
If the customer has got items which need special cleaning methods and special cleaning detergents, Pristine Cleaning reserves the right to refuse the provision of the cleaning detergents.
Pristine Cleaning 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;

CANCELLATION

REGULAR DOMESTIC CLEANING

Customer may cancel or adjust the time of a cleaning visit/s by giving at least 24 hours advanced notice.
Customer agrees to pay the full price of a 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 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 thirty calendar days (30 days) advanced notice in writing(also via email) 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 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.
Customer agrees to pay 40% 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 Pristine Cleaning 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 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.
Customer agrees to pay 40% 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 Pristine Cleaning then the customer agrees that deposit funds may be used to cover the cancellation fee.

CARPET AND UPHOLSTERY CLEANING:

48 hours notice is required if customer should either decide to cancel or re-schedule a cleaning appointment.
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.
Customer agrees to pay 40% 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 Pristine Cleaning 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 Pristine Cleaning, 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 Pristine Cleaning. If the customer wishes to hire or use domestic services provided by such a cleaner then he/she must pay a referral fee of £400.
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. Pristine Cleaning reserves the right to make any changes to any part of these terms and conditions without giving any prior notice. Should any of the above clauses change all existing customers will be notified. Please check this website for updates.