1.1. In these Terms of Business the following definitions apply: “The Company”, “We”, “Us” – means Rub and Scrub Professional Cleaning Services” “Cleaner”, “Cleaning Operative” – means the person or firm carrying out cleaning services on behalf of the Company.
“Client” – means the person, firm or corporate body together with any subsidiary or associated company as defined by the Companies Act 1985 to whom the cleaning services are supplied by the Company. “Client’s Address” – means the address where the Client has requested the cleaning service to be carried-out.
“Service”, “End of Tenancy Cleaning”, “EOT”, “Move In and Out Cleaning”, “Spring Cleaning”, “After Builders”, “Cleaning” – means the cleaning services carried out on behalf of the Company. “Cleaning Visit” – means the visit to the Client’s service address by the Cleaner in order to carry out the Service.
1.2. Unless the context requires otherwise, reference to the singular include the plural and references to the masculine include the feminine and vice versa.
1.3. The Headings contained in these Terms are for convenience only and do not affect their interpretation.
2.1. These Terms and Conditions represent a contract between Rub and Scrub Professional Cleaning Services and the Client.
2.2. Both parties shall ensure that their respective responsibilities under this agreement are undertaken in compliance with all statutory regulations and codes of conduct.
2.3. The Client agrees that any use of the Company’s services, including placing an order for services by telephone, email or website forms shall constitute the Client’s acceptance of these Terms and Conditions.
2.4. Rub and Scrub Professional Cleaning Services endeavour to provide the Service faithfully, diligently and in a timely and professional manner.
2.5. Unless otherwise agreed in writing by a Director of the Company, these Terms and Conditions shall prevail over any other terms of business or purchase conditions put forward by the Client.
2.6. No variation or alteration of these Terms and Conditions shall be valid unless approved in writing by a director of the Company.
3.1. The company uses national average room sizes when calculating quotations over the phone.
3.2. If any estimates of how long it will take the cleaning operatives to do the job required are being provided that is only an estimate based on the average time it takes to clean a home of similar size to the Client’s, it being difficult to estimate precisely how long such tasks may take and that a degree of flexibility may be required.
3.3. All quotations are given by the Company following a request by the Client and shall remain open to acceptance for a period of 7 days from their date.
4.1. The quoted price does not include extras such as: carpet and upholstery cleaning, stripping and polishing floors, cleaning blinds, professional window cleaning, washing up dishes, taking more than 5 items out of cupboards and then putting them back in, dusting books, cleaning walls/ceilings, cleaning balconies/terraces, cleaning patios/gardens. Those extra services are priced separately, and need to be requested.
4.2. Cleaning of venetian blinds is optional at a cost of £30.00 per 4 regular windows.As a customer you should give us a complete job description including any individual or special requirements as stated in your tenancy’s terms and conditions.
4.3. If customers require all the cupboards, shelves, cabinets, wardrobes and fridge and freezer to be cleaned from inside, these should be made emptied prior to our operatives arrival. Fridge and freezer should be fully defrosted. If the cleaning operatives have to defrost themselves, an additional £20.00 will be charged.
4.4. Our representatives will clear all items left behind such as toilet rolls, shoes, books, etc. unless instructed. It is the customer’s responsibility to inform the company of items that should be left. We move most of the furniture around to cover most of the areas where applicable.
4.5. We prefer to be the last people on the premises to avoid any discrepancies, if the customer has tradesmen, we recommend they carry out their work before we clean. If the customer requests us to re-clean after workmen, additional charges will need to be made.
4.6. After Builders Cleaning is charged per job, taking into account the current condition, number of rooms, bathrooms, WCs, shower rooms and en-suites. Please note that we do not charge per hour per cleaner and the number of operatives attending your property may vary. The number of operatives in a team cannot affect the initially quoted price.
4.7. The quoted price does not include extras such as: carpet and upholstery steam cleaning, stripping and polishing floors, washing, cleaning balconies/terraces, cleaning patios/gardens. Those extra services are priced separately and need to be request.
4.8. We prefer to be the last people on the premises to avoid any discrepancies, if the customer has tradesmen, we recommend they carry out their work before we clean. If the customer requests us to re-clean after workmen, additional charges will need to be made.
4.9. For all cleaning services the customer should ensure that there is hot water and electric running as well as enough bright light throughout whilst the job is being carried out.
4.10. We will not clean areas which are hazardous and which can put our operative’s life at risk. We will also not clean the areas which we feel are against the health and safety best practices.
4.11. In case a customer has had pets in the property and require a fumigation service, it is the customers responsibility to ensure such service was hired.
4.12. If customers have cellar, basement, balcony, conservatory, roof terrace, gym, swimming pool, garage, shed, deck, attic, loft, porch, front yard, back yard, drive way etc, these all should be explained to us at the time of booking, this also includes utility rooms, study rooms, office, laundry rooms and the number of levels property’s built on as well as the size of the property should be given by customer. If customer is not sure, then please note it can affect the price at the time of clean which should be discussed with customer after getting to know those areas.
4.13. If customers have completed building, paint and decoration work in the property; it should be informed to us at the time of booking.
4.14. Removing the rubbish is not our responsibility and it should be done by the customer.
4.15. Property should be in good and clean condition throughout.
4.16. It is the customer’s responsibility to check the work on completion or ask someone to do it on their behalf.
4.17. The Company reserves the right to amend the initial quotation, should the Client’s original requirements change.
4.18. Differences in excess of 10% will be discussed with the Client prior to the start of the work. In such cases the Client will have to pay £50.00 cancellation fee if he/she does not accept the updated price.
5.1. The Company is currently not charging VAT.
6.1. The Company shall provide all cleaning supplies and cleaning equipment necessary to carry out the service. Unless it is a domestic clean, and agreed otherwise, the customer should provide the appropriate materials.
7.1. Apart from domestic cleaning, all cleaning services require a £50 deposit payable to the Company by bank transfer, cash or cheque at the time of the booking. Our carpet cleaning / upholstery cleaning service require a £20.00 deposit.
7.2. Unless otherwise agreed in writing by the company the account is rendered for immediate payment on the completion of the work.
7.3. The Client must make payment either by cash, cheque or bank transfer before the cleaner leaves the Client’s premises.
7.4. We reserve the right to cancel services without notice due to non-payment or non-cleared funds.
7.5. The Company reserves the right to charge interest on invoiced amounts unpaid for more than 14 days at the rate of 8% per annum above the Bank of England base rate from the due date until the date of actual payment under the Late Payments Act.
7.6. The Company reserves the right to charge £30.00 administrative fee, in addition to the balance due, for any account we must refer for collection. Please note that debt-collection companies may add their charges to the outstanding amount.
7.7. All bank charges incurred due to a Client’s cheque being returned unpaid will be passed to the Client at a flat rate of £30.00 per cheque.
7.8. The Company reserves the right to cancel any contract and back charge additional for past services to reflect the balance of the standard rate(s) if any misleading or false information was used to obtain discounted services.
7.9. Where such alternative arrangements have been made the Client must make payment within 14 days of the invoice date.
7.10. The rates of payment by the Company shall be as agreed between the Company and the Client, or his/her representative. The Client shall make no reduction or retention from the sum due under any invoice.
8.1. The Client can cancel the scheduled service by giving no less than 48 hours prior notice in writing.
8.2. There is a cancellation fee of £50.00 of the service total for cancelling a cleaning visit with less than 24 hours notice.
8.3. The Company reserves the right to retain the deposit made as a cancellation fee.
8.4. If the Client needs to change a cleaning day or time the Company will do its upmost to accommodate him/her. Any changes to booked services are subject to a 48 prior notice and availability.
8.5. The Client must pay the full price of the booked service if:
8.5.1 Our cleaners arrive at the Client’s address and are unable to gain access to the Client’s home, through no fault of the Company. If keys are provided they must open all locks without any special efforts or skills;
8.5.2 The Client cancels the booked service with less than 12 hours prior notice.
9.1. No refund claims will be entertained once the cleaning service has been carried out.
9.2. Refund will be issued only if:
9.2.1 The Client has cancelled a cleaning visit within the allowed time (48 hours) prior to the start of the cleaning visit;
9.2.2 A cleaning operative has not been able to carry out the cleaning due to reasons beyond the Client’s responsibility.
10.1. 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. All complaints must be received in writing by post or email no later than 24 hours after the completion of the service. The Company will fully investigate any complaint and attempt to resolve it to the satisfaction of the Client, or alternatively to a reasonable standard.
10.2. The Client agrees to allow the Company back to re-clean any disputed areas/items before making any attempts to clean those areas/items himself/herself or arranging a third party to carry out cleaning or repair services with regards to the above. Failure to do so will void our Company Guarantee and we will consider the matter fully settled. If payment has not been received in full or has been stopped by the Client we will immediately refer the account for collection.
11.1. The Client agrees that due to the nature of the service the Company guarantees only to correct any problems reported within 24 hours of the completion of the service. If a problem occurs on a Saturday it must be reported by Monday 12:00 in order to be accepted as a valid claim. Failure to do so will entitle the Client to nothing.
11.2. The Company may require entry to the location of the claim within 24 hours to correct the problem.
11.3. The Client agrees to inspect the work immediately after its completion and to draw the operatives’ attention to any outstanding cleaning issues while they are still on site. The operatives will carry out any such additional work to the Client’s complete satisfaction.
11.4. If the Client or any third party instructed by the Client is not present at the time of completion of the service then no claims regarding any cleaning issues can be made.
11.5. If the Client instructs a third party to inspect the result from the cleaning then the Company must be notified before completion of the service.
11.6. In case of a third party inspecting or refusing to inspect the result from the cleaning then the Company cannot be held responsible for rectifying any outstanding cleaning issues not mentioned by the third party.
11.7. Any refunds or adjustments must be requested to the Company directly and subject to approval by the Company.
11.8. The Client waives his right to stop payment on his cheque or bank transfer unless the Company fails to make good on the guarantee shown in part 14.
11.9. While the Company operatives make every effort not to break items, accidents do happen. Identical replacement is always attempted but not guaranteed. For this specific reason, the Company requests all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and /or not cleaned by the cleaning operatives.
11.10.All fragile and highly breakable items as well as valued items e.g. cash, jewellery, antiques, paintings and other valued items must be secured or removed.
11.11. In case of damage, The Company will repair the item at its cost. If the item cannot be repaired the Company will rectify the problem by crediting the customer with the item’s present actual cash value toward a like replacement from a Company’s source upon payment of cleaning services rendered.
11.12. The Company shall not be responsible for damage due to faulty and/or improper installation of any item. All surfaces (i.e. marble, granite, etc.) are assumed sealed and ready to clean without causing harm.
11.13. No claims shall be entertained if the Client has an outstanding balance aged more than 7 days.
11.14. Any attempt to commit insurance fraud or any use of false information to commit any type of fraud will be prosecuted to the fullest extent of the law together by the Company and the Insurance Provider(s). Monetary compensation as well as legal fees may incur.
12.1. The Company shall not be liable under any circumstances for any loss, expense, damage, delay, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Client arising from or in any way connected with:
12.1.1. Its failure to carry out its services as a result of factors that are beyond its control. Factors beyond its control include acts of God, roads blocked, traffic blocked because of whatever reasons, acts of floods, severe weather conditions, and inability to gain access to premises, lack of appropriate resources, such as water, electricity, and lighting;
12.1.2. Late arrival of Company operatives at the service address. The Company endeavours to be right on time to any visit but sometimes due to transport related and other problems which are beyond the Company’s control, the Company operative’s may arrive with a delay or the cleaning visit may be re-scheduled;
12.1.3. An existing damage to Clients property in the form of old stains/burns/spillages etc. which cannot be cleaned/removed completely by the cleaning operative using the industry standard cleaning methods;
12.1.4. Non-satisfactory result from the service due to the Client or third party walking on wet floors or using appliances during or shortly after the cleaning process.
12.2. The Company shall not be liable for the shrinkage of carpets as a result of natural fibre carpets being wet cleaned. The company shall ensure that the Client is verbally informed of this and a written confirmation prior to proceeding with the service will be required; any issues arising subsequently shall be the sole responsibility of the Client.
12.3. The cleaning representatives endeavour to do their upmost to ensure the customer’s appliances, assets and furnishing are cleaned to a high standard. If they have not been cleaned, maintained and cared for since they were purchased or mounted, regrettably the company will not be liable for ingrained dirt, stains or scratches that cannot be removed using chemicals.
12.4. The Company shall not be liable for carpets expanding or ripples forming during and/or after the cleaning when this is as a result of factors such as fibre content, wear and tear, weak backing and/or poor fitting.
12.5. The Company shall not be responsible for a poor result in cleaning where this is a result of considerable wear and tear and/or staining to the carpet fibres prior to the service being carried out.
12.6. The Company shall not be liable for any odours arising during and/or after cleaning when this is due to factors such as, lack of ventilation, and/or inappropriate heating.
12.7. The Company shall not be liable under any circumstances for any loss, expense, damage, delay, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Client if the Client has an outstanding balance aged 7 days or more from the date the payment was due.
13.1. If the Client requests keys to be collected by the Company’s operatives from an address outside the postal code of the Client’s address then a £10.00 charge will apply. The charge will cover just the pickup of keys, if said keys need to be returned back to the pickup address or any other address a charge of £10.00 will apply.
13.2. Our cleaners are happy to move furniture. Due to Health and Safety regulations one cleaner will attempt to move only furniture that requires no more than one person.
13.3. Any suspicious behaviour including aggressive behaviour or hassle, push and stress towards our operatives will be reported to the safe neighbourhood team and the operatives will leave the property straight away.
13.4. The provisions of this contract are not intended to confer any benefit upon Third parties and the provisions of the Contracts (Rights of Third Parties) Act 1999, are hereby expressly excluded from this agreement.
13.5. The Company reserves the right to make any changes to any part of these Terms and Conditions without giving any prior notice. The Company may add to or alter these Terms and Conditions from time to time and any alterations or additions will apply to new business but not to existing contracts. Please refer to your copy of these Terms and Conditions.
14.1. The Company has built its business and reputation by providing its clients with the best possible cleaning service available. For this reason, the Company offers you a guarantee. If the Client is not satisfied with the Company’s service for any reason, the Company’s operatives will come back to the Client’s home and re-clean to his/her complete satisfaction.
14.2. Our guarantee is subject to a complaints notice no later than 24 hours after the completion of the service.
14.3. We cannot guarantee our End of Tenancy Cleaning service when personal belongings or people are still present in the property at the time of the cleaning because moving items after will leave debris. This is to ensure your complete satisfaction and eliminate the need for any potentially inconvenient re-cleaning appointments. Estate Agents/landlords can be stringent with inventory checks and the customer should cover everything and ensure the clean is of high quality.
14.4. We cannot guarantee our 24 hour re-clean on end of tenancy carpet cleaning. Whilst using the appropriate cleaning solution materials and methods, our team will do their upmost to remove stubborn stains, however it is not guaranteed that ALL stains can be removed.
14.5. The Company shall arrange an immediate replacement should an operative cannot attend a scheduled visit, and will inform the Client prior to the visit.
15.1. The Company shall insure all work it undertakes. The Company’s public liability insurance covers damages caused by a cleaning operative working on behalf of the Company. All claims are subject to an excess of £250.00.
16. Parking and Congestion Charges
16.1. If there is no free or paid parking at your address you will need to provide Rub and Scrub Professional Cleaning Services with a Temporary/Visitor’s Parking Permit for our vehicle. Please note, if your postcode falls under congestion charges area or we have to drive from a congestion charges area in order to arrive in your property then these charges should be paid by the client, including any parking charges.
17.1 These Terms are governed by the laws of England and Wales, and are subject to the exclusive jurisdiction of the Courts of England, and Wales.