Terms & Conditions - The Cleaning Fairy & Co

     

Revised 1.10.24

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THESE TERMS AND CONDITIONS APPLY TO ALL CLIENTS WHO USE THE SERVICES OF THE CLEANING FAIRY & CO

 

By being an existing client of The Cleaning Fairy & Co or for any new clients booking any of The Cleaning Fairy & Co's services, either over the phone, text,

e- mail, website online booking or via BARK, the customer is bound to The Cleaning Fairy & Co's Terms and Conditions as stated below:

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SERVICES

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REGULAR DOMESTIC CLEANING​

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• The customer agrees to pay weekly by BACS Payment upon receipt of invoice unless other arrangements have been agreed

• The Cleaning Fairy & Co reserves the right to suspend cleaning services if weekly payments are missed or the first booking form is not returned to The Cleaning Fairy & Co prior to the first cleaning visit

• Minimum duration of 2 hours per cleaning visit applies for all domestic cleaning services, otherwise a surcharge will apply

• The Cleaning Fairy & Co can only advise the number of hours needed to complete a general clean, which is based on a basic description of the clients house. Your cleaning fairy will report if more or less time would be needed for future appointments.

• On the first visit/s the client agrees to provide a priority list if the house hasn't been cleaned for a little while, unless other arrangements have been made with The Cleaning Fairy & Co

• The client will inform The Cleaning Fairy & Co  if there is no vacuum or mop available for the cleaner/s to use.

•  All cleaning equipment should be safe and in full working order if supplied by the client.

• Cleaners are not expected to clean inside cupboards and appliances, unless agreed beforehand

• If the client requires cleaners to use Eco- friendly cleaning detergents and asks The Cleaning Fairy & Co to purchase requested items on their behalf, customer understands that an applicable charge will apply

• The Cleaning Fairy & Co will not be responsible for triggering any alarm systems. Client should give any special instructions for deactivation/activation of any household alarm systems

• The customer understands that the price quoted per hour does not include anything apart from labour 

• The customer must advise The Cleaning Fairy & Co if they have special surfaces in which standard cleaning  products are not suitable. If special cleaning products are required then these must be supplied by the client.

• The client must advise The Cleaning Fairy & Co if they don't want certain items cleaned

• The client will NOT contact the cleaner direct in any instance unless previously agreed by The Cleaning Fairy & Co

• If the client wants to make any amendments to a cleaning appointment this must be done by contacting The Cleaning Fairy & Co, in no circumstances should this be done directly with the cleaner as charges will apply and any insurances will be invalid

• Scheduled times are approximate only

• The client is responsible for checking all email confirmations and texts, if a clean has had to be rescheduled to another day/time the client will be notified. If the client deems this not to be convenient then The Cleaning Fairy & Co must be informed immediately otherwise charges may apply if a cleaner continues to attend the rescheduled appointment.

• By using any cleaning services provided by The Cleaning Fairy & Co, the client agrees that he/she will not hire or approach a present or past cleaner introduced to the customer by The Cleaning Fairy & Co. If the customer wishes to hire or use cleaning services provided by such a cleaner then he/she must pay a referral fee of £300 this will be invoiced directly to the customer.

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DEEP CLEAN, MOVING IN/MOVING OUT, END OF BUILD & END OF TENANCY CLEANING

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• The Cleaning Fairy & Co reserves the right to amend the initial quotation, should the client's original requirements change.

• If collection of keys is required from a location different then the property scheduled for cleaning a £18 charge will apply (exc VAT).

• The Cleaning Fairy & Co 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.

• Payment must be made up front before any cleaning commences 

• An End of Tenancy Form/Deep Clean form must be completed before the clean can commence

• Only the areas notified on the end of tenancy/deep clean form will be completed

• The client is advised that an end of tenancy cleaning will take longer than a well maintained home requiring general cleaning 

• The Cleaning Fairy & Co End Of Tenancy cleaning  services comes with our 100% customer satisfaction guarantee.

• The Cleaning Fairy & Co can refuse to clean for health & safety reasons

• The areas required for cleaning must be clear of any personal items or rubbish

• The Cleaning Fairy & Co is not responsible for waste/recycling removal

• The Cleaning Fairy & Co will only lift items within certain weight/height restrictions. 

• If found on arrival that the property needs specialised cleaning / equipment the clean will be cancelled and client will be advised and will still be charged

• No refunds will be given. Our cleaners will return if the clean is proven to be unsatisfactory

• An unsatisfactory clean must be reported within 24 hours of completion with a full description and photo/video evidence, otherwise our 100% customer satisfaction guarantee will not be valid

• The client is responsible for checking all email confirmations and texts, if a clean has had to be rescheduled to another day/time the client will be notified. If the client deems this not to be convenient then The Cleaning Fairy & Co must be informed immediately otherwise charges may apply if a cleaner/s continues to attend the rescheduled appointment.

• The property must be vacant during the clean, we do not permit any persons or animals inside whilst our clean team are there for the entire duration. Otherwise our guarantee will become void.

• If we are unable to access the property during the time scheduled you will be charged a waiting fee of £30 exc VAT per hour. (this may vary depending on job)

• By using any cleaning services provided by The Cleaning Fairy & Co, the client agrees that he/she will not hire or approach a present or past cleaner introduced to the customer by The Cleaning Fairy & Co. If the customer wishes to hire or use cleaning services provided by such a cleaner then he/she must pay a referral fee of £300 this will be invoiced directly to the customer.

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HOLIDAY HOME CHANGEOVER CLEANS​

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• The Cleaning Fairy & Co reserves the right to amend the initial quotation, should the client's original requirements change.

• If collection of keys is required from a location different then the property scheduled for cleaning a £18 charge will apply.

• Holiday home cleans are quoted on a set rate and will not differ depending on duration or occupancy

• Extra charges may be added if extra cleaning is required due to pet hair

• This service comes with our 100% customer satisfaction guarantee.

• No refunds will be given. Our cleaners will return if the clean is proven to be unsatisfactory

• An unsatisfactory clean must be reported within 24 hours of completion by the owner or guest with a full description and photo/video evidence, otherwise our 100% customer satisfaction guarantee will not be valid.

• Complaints are accepted verbally over the phone and in writing (e mail or text)

• The client is responsible for checking all email confirmations and texts to ensure a changeover clean has been booked in for the guests departure. If there is any uncertainty then please check in with The Cleaning Fairy & Co.

• The time is not valid on appointment confirmations, changeover cleans will be done between 10am & 5pm.

• Customers own linen, soft furnishings andmattress protectors must be labelled clearly, otherwise The Cleaning Fairy & Co will not be liable for any damage or loss. 

• Extra costs will apply for a full inventory check

• By using any cleaning services provided by The Cleaning Fairy & Co, the client agrees that he/she will not hire or approach a present or past cleaner introduced to the customer by The Cleaning Fairy & Co. If the customer wishes to hire or use cleaning services provided by such a cleaner then he/she must pay a referral fee of £300  this will be invoiced directly to the customer.

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ONE-OFF CLEANING / SPRING CLEANING

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• The Cleaning Fairy & Co reserves the right to amend the initial quotation, should the clients original requirements change

• A minimum 2 hour booking must be made

• Client agrees to provide a priority list of tasks, these will be done in the order provided and our cleaners will work through in the time allocated

• The client will inform The Cleaning Fairy & Co if there is no vacuum or mop available for the cleaner/s to use.

•  All cleaning equipment should be safe and in full working order if  available.

• If the client requires cleaners to use Eco- friendly cleaning detergents and asks The Cleaning Fairy & Co to purchase requested items on their behalf, customer understands that an applicable charge will apply

• The customer understands that the price quoted is not a "package deal" and includes only cleaning labour.

• The Cleaning Fairy & Co can only give a rough estimate of the duration required for a one off cleaning service, which is based on a basic description of the customer's house.

• Our cleaners will do what they can in the allocated time, a priority list MUST be provided to The Cleaning Fairy & Co before the cleaning appointment commences. They will work through from the top, this does not mean all tasks on the list will be completed due to time.

• If the property has not be cleaned for a while then a deep clean is advised to give the results you are looking for

• NO REFUNDS WILL BE GIVEN

• The client must advise The Cleaning Fairy & Co if they have special surfaces in which standard cleaning  products are not suitable. If special cleaning products are required then these must be supplied by the client.

• The client must advise The Cleaning Fairy & Co if they don't want certain items cleaned

• The client is responsible for checking all email confirmations and texts, if a clean has had to be rescheduled to another day/time the client will be notified. If the client deems this not to be convenient then The Cleaning Fairy & Co must be informed immediately otherwise charges may apply if a cleaner/s continues to attend the rescheduled appointment.

• By using any cleaning services provided by The Cleaning Fairy & Co, the client agrees that he/she will not hire or approach a present or past cleaner introduced to the customer by The Cleaning Fairy & Co. If the customer wishes to hire or use cleaning services provided by such a cleaner then he/she must pay a referral fee of £300 this will be invoiced directly to the customer.​

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COMMERCIAL CLEANS​

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• The Cleaning Fairy & Co reserves the right to amend the initial quotation, should the client's original requirements change.

• If collection of keys is required from a location different then the property/premises scheduled for cleaning a £18 charge will apply 

• This service comes with our 100% customer satisfaction guarantee.

• Complaints are accepted verbally over the phone and in writing (e mail or text). Complaints must be reported within 24-hours of completion for our guarantee to be valid.

• All cleaning equipment should be safe and in full working order that is supplied from client

• The client shall notify The Cleaning Fairy & Co if Eco- friendly cleaning detergents are required.

• The customer understands that the price quoted is not a "package deal" and includes only cleaning labour. Individual packages can be discussed

• Cleaning products and equipment will be provided by the client

• If the property/premised has not be cleaned for a while then a deep clean is advised to give the results you are looking for

• The client must advise The Cleaning Fairy & Co if they have special surfaces in which cleaning is required.

• The client must advise The Cleaning Fairy & Co if they don't want certain items cleaned

• The client is responsible for checking all email confirmations and texts, if a clean has had to be rescheduled to another day/time the client will be notified. If the client deems this not to be convenient then The Cleaning Fairy & Co must be informed immediately otherwise charges may apply if a cleaner/s continues to attend the rescheduled appointment.

• By using any cleaning services provided by The Cleaning Fairy & Co, the client agrees that he/she will not hire or approach a present or past cleaner introduced to the customer by The Cleaning Fairy & Co. If the customer wishes to hire or use cleaning services provided by such a cleaner then he/she must pay a referral fee of £300 this will be invoiced directly to the customer.

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OVEN, WINDOW, CARPET CLEANING & UPHOLSTERY CLEANING

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• The Cleaning Fairy & Co reserves the right to amend the initial quotation, should the client's original requirements change.

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PAYMENTS

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• Payment is requested by invoice and will be sent by email shortly after your cleaning appointment. Preferred payment is by BACS.

• Payment can be made by cheque on completion, please make the cheque payable to 'The Cleaning Fairy & Co'. If paying by cheque, the client will be responsible for all bank and legal charges resulting from a dishonoured cheque.

• Payment can also be made with debit or credit card over the phone. The Cleaning Fairy & Co will not share the customer's card details with a third party

• Client understands that any 'late payments' may be subject to additional charges.

• If payment is not made after 30 days of invoice then a £15 charge will be added, this will then be passed to our collections agency, after which a charge of 15% of the initial invoice due, will be added to the debt also. You agree to pay this sum which represents our reasonable costs in collecting the unpaid amounts.

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COMPLAINTS AND CLAIMS

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• The client 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 cleaning

• Complaints are accepted verbally over the phone and in writing with ohoto/video evidence (e mail or text). Complaints must be reported on completion or in the following 24-hours.

• All fragile and highly breakable items must be secured or removed. Items excluded from liability are: cash, jewellery, items of sentimental 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.

• The Cleaning Fairy & Co agrees to keep all clients information confidential.

• In case of damage The Cleaning Fairy & Co will repair the item at its cost. If the item cannot be repaired The Cleaning Fairy & Co will rectify the problem by crediting the customer with the item's present actual cash value towards a like for like replacement from The Cleaning Fairy & Co source upon payment of cleaning services rendered.

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INSURANCE

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• The Cleaning Fairy & Co has a Public and Employer's liability insurance. The policy will cover any accidental damages caused by an operator working on behalf of The Cleaning Fairy & Co, reported within 24 hours of service date.

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ILLNESS/SICKNESS & PERSONAL HYGIENE

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• The client agrees to inform The Cleaning Fairy & Co of any illness/sickness within the household within 24 hours of any scheduled cleaning appointment, it is then down to the discretion of the scheduled cleaner if they attend the cleaning appointment. If the required notice is not given and/or the cleaner attends without being notified they have the right to refuse to clean and the total amount of allocated hours of the cleaning appointment will be charged.

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 BINS / WASTE

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• The Cleaning Fairy & Co are not responsible and will not remove any rubbish from a property which contains medical or personal waste if it is not contained appropriately (ie tied bag, medical bag) General waste bins will be emptied if the waste is in a bag/bin liner.  Bin bag/liners must be provided by the  client and accessible if the client wishes for bin bags to be replaced​.

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CUSTOMER SATISFACTION

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• Client understands that he/she is not entitled to any refunds.

• If the client is not completely satisfied with a cleaning job and The Cleaning Fairy & Co agrees the complaint is justified, The Cleaning Fairy & Co will re-clean any areas and items to customer's satisfaction. Therefore the client must allow the cleaner to return.

• Client must be present at all times during the recovery-clean. The Cleaning Fairy & Co reserves the right not to return a cleaner more than once.

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LIABILITY

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The Cleaning Fairy & Co reserves the right not to be liable for:

 1. Completing tasks which are not stated on priority lists given by client;

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

 and a Third party entering or present at the customer's premises during the cleaning process;

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

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

 5. Existing damage or spillage that cannot be cleaned/removed completely using standard cleaning  detergents and equipment.

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

 7. The client must advise The Cleaning Fairy & Co if they have special surfaces in which standard cleaning products are not suitable.

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CANCELLATION

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REGULAR DOMESTIC CLEANING 

• Client may cancel or adjust the time of a cleaning visit/s by giving at least 24 hours advanced notice.

• Client agrees to pay for the whole amount of hours allocated for the cleaning visit if the client cancels or changes the date/time less than 24 hours prior to the scheduled appointment.

• Client agrees to pay for the whole amount of hours allocated 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.

• Client 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.

• Client may terminate the cleaning service by giving 7 calendar days (7 days) advanced notice in writing (also via email) specifying the last cleaning date and give reason.

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END OF TENANCY CLEANING:

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• 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 case 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 The Cleaning Fairy & Co then the customer agrees that deposit funds may be used to cover the cancellation fee.

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HOLIDAY HOME CLEANING:

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• 72 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 case 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.

• A charge will apply if we have been unable to access a holiday property on our cleaners arrival, ie; the guest been advised another check out time other than 10am or is refusing to leave until later.

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

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ONE-OFF CLEANING:

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• 72 hours notice is required if customer should either decide to cancel or re-schedule a cleaning appointment.

• Customer agrees to pay 50% of the quote as a cancellation fee if the customer cancels or changes the date/time less than 72 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 The Cleaning Fairy & Co then the customer agrees that deposit funds may be used to cover the cancellation fee.

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OVEN, WINDOW, CARPET AND UPHOLSTERY CLEANING:

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• 72 hours notice is required if client should either decide to cancel or re-schedule a cleaning appointment.

• Client agrees to pay 50% 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.

• Client agrees to pay 50% 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 The Cleaning Fairy & Co then the client agrees that deposit funds may be used to cover the cancellation fee

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AFTER CANCELLATION OF THE CLEANING SERVIC​E

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• By using any cleaning services provided by The Cleaning Fairy & Co, the client 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 The Cleaning Fairy & Co. If the customer wishes to hire or use domestic services provided by such a cleaner then he/she must pay a referral fee of £250 

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USING OTHER TRADE SERVICES/SUBCONTRACTORS 

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The Cleaning Fairy & Co are not responsible or liable for any services carried out by trade subcontractors recommended or booked by The Cleaning Fairy & Co, customers must refer to the subcontractors own terms and conditions and contact them direct.

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These terms and conditions shall be governed by the relevant United Kingdom law, and by agreeing to be bound by them the client agrees to submit to the exclusive jurisdiction of the relevant courts of the United Kingdom. The Cleaning Fairy & Co 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 clients will be notified. Please check this website for updates.

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QUESTIONS?

If you need to contact us about our cleaning services, simply fill in our CONTACT US form and a representative will be in touch, or alternatively you can.. 
Call us on: 01271 267878
E: info@mycleaningfairy.co.uk