Terms and Conditions

Terms & Conditions – Cleaning super stars Godalming

By placing an order either over the phone, fax, e mail or web site, customer has verbal or written agreement, and is bound to Cleaning Superstars Terms and Conditions

  • SERVICES
    • REGULAR DOMESTIC CLEANING
      • The customer agrees to sign and return the Agreement and Direct Debit forms to Regular Cleaners prior to the first cleaning visit.
      • The customer agrees to pay the monthly fee via Direct Debit instruction refence there invoice,for the service.
      • cleaning super stars reserves the right to suspend cleaning services if monthly payments are missing or if paper work is not returned to cleaning super start prior to the first cleaning visit
      • Minimum duration of 2 hours per cleaning visit applies for all domestic cleaning services.
      • Each contracted clearer will have to declare there earnings to HMRC. cleaning super stars are not liable for the money that the cleaner makes.
      • The sales advisors 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.
      •  All cleaning equipment should be safe and in full working order.
      • If the customer does not have cleaning detergents and asks cleaning super start to purchase requested items on their behalf, customer understands that an applicable charge will be assessed.
      • If collection of keys is required from a location outside the postal code area of the cleaning scheduled, £15 (excl. VAT).
      • Monthly payment will be refunded if the cleaning services does not compleate the services that is required.
      • Cleaning super stars will not be responsible for triggering any alarm systems. Customer should give any special instructions for deactivation/activation of any household alarm systems.
      • 30 days minimum contract length..
      • The customer understands that the price quoted over the phone or email does not include anything apart from cleaning services and services cover.
      • Perfect Clean reserves the right to amend the initial quotation, should the client’s original requirements change.
      • If collection of keys is required from a location outside the postal code area of the cleaning scheduled, £15 (excl. VAT).
      • Cleaning super stars will only supply cleaning cloths, client will have to provide there cleaning fluid,hover and mop.
    • ONE-OFF CLEANING / SPRING CLEANING
      • Minimum duration of 3 hours per cleaning visit applies.
      • Customer agrees to provide a list of tasks and all cleaning detergents and equipment needed for the required work, unless other arrangements have been made with Perfect Clean.
      • All cleaning equipment should be safe and in full working order.
      • If the customer does not have cleaning detergents, cleaning super stars will supply all necessary cleaning detergents for additional £2 per hour. This has to be requested at the time of the booking.
      • If collection of keys is required from a location outside the postal code area of the cleaning scheduled, £15 (excl. VAT)..
      • The sales advisors 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.
      • 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 requested on completion on the day of the cleaning session to the cleaning.
    • Admin charges will be charge at the end of the clander month.
    • Payment can be made in cash on completion of the service
    • Payment can be made by cheque on completion, please make the cheque payable to Squarenet. If paying by cheque, a cheque guarantee card is required and the customer will be responsible for all bank and legal charges resulting from a dishonored cheque.
    • Payment can be made with debit or credit card over the phone (This need to be made in advance). If payment is made by credit card 4% surcharge will apply. Cleaning superstars will not share the customer’s card details with a third party.
    • The Customer agrees that any outstanding amount owed to cleaning super stars can be charged from the debit/credit card the customer has provided at the time of the booking.
    • 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 10% 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.
  • 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.
    • Cleaning super stars 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.
    • 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.
    • cleaning super stars may take up to 5 working days to respond to a complaint.
    • Complaints are accepted verbally over the phone and in writing (letter, e mail or Fax). 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, 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 household liability limit.
    • Cleaning super stars agrees to keep all customers* information confidential.
  • INSURANCE
    • cleaning super stars has a Public  liability insurance. The policy will cover any accidental damages caused by an operator working on behalf of cleaning super stars, reported within 24 hours of service date.
    • cleaning super stars 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, cleaning super stars will re-clean any areas and items to customer’s satisfaction. Therefore customer must allow the cleaner to be returned.
  • LIABILITY
    • cleaning super stars 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.
  • 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.
    • 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 cleaning super stars  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 cleaning super stars, 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 bycleaning super stars..

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. Cleaning Superstars 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.