• Home
  • /Terms and Conditions

Terms and Conditions

These Terms and Conditions constitute the contract between Citywide Cleaning Services (the “cleaning company”) and the client, firm, or corporate body, as the case may be (the “Client”) that seeks provision of cleaning services, which are to be performed by the cleaner (the “Cleaner”). By ordering the Company services via telephone, e-mail, fax or website the Cleaning Company and the Client (together the “parties”) agree that the cleaning services will be provided in accordance with the Terms and Conditions herein.

Cleaning Company’s Obligations
The Company will perform the work specified by the Client in a professional manner. The Cleaning Company endeavors to ensure that a high standard of work, integrity and reliability is always maintained by the Cleaner. The Cleaning Company will make every effort to provide a suitable Cleaner, by closely vetting Cleaners through interviewing procedures, checked references and police checks if required.While the Cleaning Company takes great care in selecting the right Cleaner for the Client, the Client shall be solely responsible for satisfying themselves as to the suitability of the Cleaner.

Client’s Obligations
The Client MUST treat the Cleaner with respect and be courteous and helpful to the Cleaner. The Client must allow the cleaner access to hot water and power. All fragile and breakable items must be secured or removed. The Client will be honest in their description of the position to be filled, including the hours of work, type of duties and level of responsibility involved.If the Client wishes to engage the temporary Cleaner for an extended period of time the Client must first notify the Cleaning Companyand all subsequent bookings must be made through the Cleaning Company
The Client MUST settle their account with the Cleaning Company promptly. The Client should take note of the Cleaning Company‘s advice regarding the position to be filled. The Cleaning Companymay advise the Client that the hours they expect a Cleaner to work maybe excessive or that the area or item to be cleaned requires more hours.

Regular Office and Domestic Cleaning
The company offers a regular cleaning service at the rate of £9.45 per hour(subject to the number of hours booked) without cleaning products and £10.50 with cleaning products. Minimum of 2 hours per cleaning visit applies. Service agreement shall kick in after two weeks once the Client has been satisfied with the level of work carried out in the first two weeks. This shall be for a minimum period of twelve months and will continue indefinitely thereafter unless the Company or the Client cancel in writing giving one months notice. Customer agrees to provide a list of tasks and all cleaning materials and equipment needed for the required work, unless other arrangements have been made with Citywide Cleaning Services. All cleaning equipment should be safe and in full working order. If the customer does not have cleaning materials and customer asks Citywide Cleaning Services to purchase said items on their behalf, customer understands that an applicable service charge will be assessed. If a Citywide Cleaning Services operative needs to collect keys from a third party’s address outside the postal code of the premises where work is to be carried out then a £10.00 charge may apply. The client understands that the price he/she has been quoted does not include anything apart from cleaning and ironing labour. If any estimates of how long it will take our 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 or office of similar size to the customer’s, it being difficult to estimate precisely how long such tasks may take and that a degree of flexibility may be required. If customer requires an initial meeting before the first cleaning visit a signed Service Agreement must be returned to Citywide Cleaning Services prior to the visit.

Pre/Post Tenancy Cleaning
Citywide Cleaning Services reserves the right to amend the initial quotation, should the client’s original requirements change. Minimum of 4 hours per cleaning visit applies. Customer agrees to provide a list of tasks and all cleaning materials and equipment needed for the required work, unless other arrangements have been made with Citywide Cleaning Services. All cleaning equipment should be safe and in full working order. If the customer does not have cleaning materials and customer asks Citywide Cleaning Services to purchase said items on their behalf, customer understands that an applicable service charge will be assessed. If Citywide Cleaning Services operatives need to collect keys from a third party’s address outside the postal code of the premises where work is to be carried out then a £10.00 charge may apply. The client understands that the price he/she has been quoted is not for a “package deal” and does not include anything apart from cleaning labour. If any estimates of how long it will take our 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 customer’s, it being difficult to estimate precisely how long such tasks may take and that a degree of flexibility may be required. The customer is advised that a end of tenancy cleaning may take double the length of time required for a general cleaning. Post Construction Cleaning (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.

One-Off Cleaning
Citywide Cleaning Services reserves the right to amend the initial quotation, should the client’s original requirements change. Minimum of 3 hours per cleaning visit applies. Customer agrees to provide a list of tasks and all cleaning materials and equipment needed for the required work, unless other arrangements have been made with Citywide Cleaning Services. All cleaning equipment should be safe and in full working order. If the customer does not have cleaning materials and customer asks Citywide Cleaning Services to purchase said items on their behalf, customer understands that an applicable service charge will be assessed. If Citywide Cleaning Services operatives need to collect keys from a third party’s address outside the postal code of the premises where work is to be carried out then a £10.00 charge may apply. The client understands that the price he/she has been quoted is not for a “package deal” and does not include anything apart from cleaning labour. If any estimates of how long it will take our 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 or office of similar size to the customer’s, it being difficult to estimate precisely how long such tasks may take and that a degree of flexibility may be required. The customer is advised that a one-off spring-cleaning may take double the length of time required for a general cleaning. Post Construction Cleaning (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.

Carpet Cleaning
Citywide Cleaning Services reserves the right to amend the initial quotation, should the client’s original requirements change. If Citywide Cleaning Services operatives need to collect keys from a third party’s address outside the postal code of the premises where work is to be carried out then a £10.00 charge may be added to the price of the service. If the customer has a dog, cat or other hairy pet animal then an extra £10.00 will be added to the service price due to the extensive amount of animal hair slowing down the cleaning process, unless a different arrangement has been agreed with Citywide Cleaning Services. All carpet cleaning prices are subject to £50.00 minimum call out charge.

Payment 
Regular Domestic and Officeclient will be invoiced on a monthly basis. This maybe paid by BACS, Standing Order and DEBIT/CREDIT CARD. All invoices must be paid within 14 calendar days or the Cleaning Company may levy a surcharge of £5.00 a week for each week that the Cleaning Company fee remains overdue and unpaid. As per The Late Payment & Commercial Debts Act (interest) Act 1988.

One-Off Cleaning
All outstanding balances for Carpet, Pre/Post and One-Off Cleaning carried out are payable to the Citywide Cleaning Services operatives upon completion of the job on the day of the service either by cash, cheque (must be payable to Citywide Cleaning Services) or by credit/debit card upon. Customers may be asked to show a cheque guarantee card if paying by cheque. If the customer’s bank returns the cheque unpaid Citywide Cleaning Services reserves the right to charge £20 administration fee. By signing contract agreement customer agrees to pay car park, or congestion charges if applicable. If the Cleaner has a wasted journey the Client must pay the cleaner’s reasonable traveling expenses.

Keys
The Client may choose to issue the Cleaner with keys that allow access to the premises to be cleaned (the “Keys”). Upon issue of the Keys, the Client must deductdeposit of £20.00 from the Cleaning Company (the “Key Deposit”) and both the Client and the Cleaning Company must sign a Key Security Form.If Keys have been provided to the Cleaner, then following termination of the services the Cleaning Company must return the Keys to the Client. Provided the Keys have been returned, the Client must PROMPTLY REFUND the Key Deposit to the Cleaning Company. Clients who complete the Key Security Form MUST provide a signed copy to the Cleaning Company

Claims
Citywide Cleaning Services has a public and employer’s liability insurance. The policy will cover any accidental damage caused by an operative working on behalf of Citywide Cleaning Services. There is £100.00 excess on any claim. The customer accepts and understands that poor service, breakage/damage or theft must be reported within 24 hours from our service date. Failure to do so will entitle customer to nothing. Citywide Cleaning Services advises that the customer or a customer’s representative must be present at the time of completion of the job so an inspection can be carried out and any corrections made on site 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. In case of damage Citywide Cleaning Services will repair the item at its cost. If the item cannot be repaired Citywide Cleaning Services will rectify the problem by crediting the customer with the item’s present actual cash value toward a like replacement from a Citywide Cleaning Services source upon payment of cleaning services rendered. If the customer is not completely satisfied with a cleaning job, Citywide Cleaning Services will re-clean any areas and items to customer’s satisfaction. 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 location liability limit.

Citywide Cleaning Services reserves the right not to be responsible for: cleaning job not complete due to the lack of suitable cleaning materials 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 materials and equipment or standard carpet cleaning equipment; any damages caused by a faulty or not in full working order materials/equipment supplied by the customer; accidental damages worth £50.00 or less; any accidental damages caused by our cleaners if the customer has an unpaid balance owed to Citywide Cleaning Services.

Cancellation
Regular domestic cleaning, office cleaning: Customer may cancel a cleaning visit/s by giving at least 24 hours advanced notice. Customer may terminate the whole service by giving two week (14 days) advanced notice in writing and specifying the last cleaning date. Customer agrees to pay the full price of the 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 has the right to terminate the service without giving one week advanced notice but by giving 24 hours advanced notice before or immediately after the first cleaning visit only.

End of Tenancy cleaning: Customer may cancel the scheduled cleaning job at least 24 hours prior to the agreed start time. Customer agrees to pay £20.00 cancellation fee per cleaner if the customer cancels or changes the date/time less than 48 hours prior to the scheduled appointment. Customer agrees to pay £20.00 cancellation fee per cleaner 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.

One-off cleaning: Customer may cancel the scheduled cleaning job at least 24 hours prior to the agreed start time. Customer agrees to pay £20.00 cancellation fee per cleaner if the customer cancels or changes the date/time less than 48 hours prior to the scheduled appointment. Customer agrees to pay £20.00 cancellation fee per cleaner 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.

Carpet cleaning: Customer may cancel the scheduled cleaning job at least 24 hours prior to the agreed start time. Customer agrees to pay 40% of the quote as a cancellation fee if the customer cancels or changes the date/time less than 24 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 Citywide Cleaning Services 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 Citywide Cleaning Services, 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 Citywide Cleaning Services. If the customer does wish to hire or use domestic services provided by such a cleaner then he/she must pay a referral fee of £1,000. By ordering Citywide Cleaning Services’ service by telephone, e-mail, fax or Citywide Cleaning Services’ website the customer agrees to be bound by Citywide Cleaning Services’ terms and conditions.

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.
Citywide Cleaning Services reserves the right to make any changes to any part of these terms and conditions without giving any prior notice. Please check this website for updates.

Any claim against the Cleaning Company shall be limited to the aggregate Cleaning Company Fee charged to the Client and received by the Cleaning Company.

Miscellaneous
The Client must not pass the details of the cleaner to a third party for the purpose of engaging in private work. There will be no variation or change of these Terms and Conditions unless approved in writing by the Cleaning Company.

These Terms and Conditions are governed by, and interpreted and construed in accordance with the laws of England and the parties submit to the exclusive jurisdiction of the English Courts.