TERMS & CONDITIONS

Our Terms and Conditions represent a contract. This contract is made between Danielle Cleaning and the Customer. You agree that any use of the services provided by Danielle Cleaning shall constitute your acceptance of the Terms and Conditions. Danielle Cleaning agrees to perform the work specified by the Customer in professional manner using every care to accomplish a satisfactory service.

By ordering Danielle Cleaning by telephone, e-mail or website the customer agrees a verbal or written agreement to be bound by Danielle Cleaning Terms and Conditions.

Danielle Cleaning 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.

1. Services
1.1. Domestic Cleaning
1.2. End of Tenancy Cleaning
1.3. Spring Cleaning
1.4. Carpet Cleaning
1.5. Pressure Washing
1.6 Look after Your Home
2. Payments
3. Complaints and claims
4. Insurance
5. Customer satisfaction
6. Liability
7. Cancellation
7.1. Domestic Cleaning
7.2. End of tenancy cleaning
7.3. Spring cleaning
7.4. Carpet Cleaning
7.5. After cancellation of the cleaning service
8. Special Circumstances
9. Outstanding Payments

1. SERVICES

1.1 DOMESTIC CLEANING

1.1.1 The customer agrees to sign and return the Agreement form to Danielle Cleaning within 7 days of placing the order.

1.1.2 Danielle Cleaning reserves the right to suspend cleaning services if any payments are missing or if paper work is not returned to Danielle Cleaning within 7 days of placing the order.

1.1.3 Minimum duration of 3 hours per cleaning visit applies for all domestic cleaning services.

1.1.4 Danielle Cleaning representative can only give a rough estimate of the duration of the cleaning service, which is based on a basic description of the customers house. Please note that duration may vary therefore a degree of flexibility is required.

1.1.5 Customer agrees to provide a task list and all necessary cleaning detergents and equipment for the required work, unless other arrangements have been made with Danielle Cleaning . All cleaning equipment should be safe and in full working order.

1.1.6 If the customer does not have cleaning detergents, Danielle Cleaning will supply all necessary cleaning detergents for additional £20.

1.1.7 If collection of keys is required from a location outside the postal code area of the cleaning scheduled, £10 charge will apply.

1.1.8. The client agrees to pay parking and congestion charges where applicable for the duration of the cleaning work.

1.1.9 Danielle Cleaning will not be responsible for triggering any alarm systems. Customer should give any special instructions for deactivation/activation of any household alarm systems.

1.1.10 The standard domestic cleaning does not include wall cleaning, ceiling cleaning and laundry. However if the Client insists on cleaning of walls and ceilings then Danielle Cleaning cannot be held responsible for any unsuccessful results or any damage caused to the paintwork. Also if laundry service has been especially requested please note that Danielle Cleaning does not take any responsibility for damaging client’s clothing, towels and linen.

1.1.11 The standard domestic cleaning does not include windows cleaning from inside and outside, carpet cleaning or stain removing from carpets and upholstery.

Those services can be provided by Danielle Cleaning at an extra charge and have to be pre-booked by customer with Danielle Cleaning.

1.1.12 The customer understands that the price quoted over the phone or email does not include anything apart from cleaning and ironing labour.

1.2 END OF TENANCY CLEANING

1.2.1 Danielle Cleaning reserves the right to amend the initial quotation, we do reserve the right to amend / or cancel the booking on the day of the service with no warning. Should the customer’s original requirements change or due to incomplete or incorrect initial information. Differences in the price will be added to the initial quotation.

1.2.2. The customer understands that the price quoted is a ”package deal” and not an hourly rate.

1.2.3 If collection of keys is required from a location outside the postal code area of the cleaning scheduled, £10 charge will apply.

1.2.4 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. If an initial deposit has been paid to

Danielle Cleaning then the customer agrees that deposit funds may be used to cover the cancellation fee.

1.2.5. The customer agrees to pay parking and congestion charges where applicable for the duration of the cleaning work.

1.2.6 In order to commence work the property must be vacated.

1.2.7 Danielle Cleaning representative 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.

1.2.8 The standard End of Tenancy cleaning does not include cleaning of walls, ceilings, curtains, balconies, patios, exterior windows, carpet cleaning, upholstery cleaning, cleaning cutlery and laundry. All of the above mentioned services, excluding walls, ceiling cleaning are available at an extra charge, they can be added to the final quote and should be discussed during a quotation visit.

If laundry service has been especially requested there will be an extra charge and please note that Danielle Cleaning does not take any responsibility for damaging client’s clothing, towels or linen.

1.2.9 If there was a dog, cat or other hairy pet animal in the house/flat then an extra charge may be added to the initial quote due to the extensive amount of animal hair slowing down the cleaning process, unless agreed in advance with Danielle Cleaning.

1.2.10. If the customer requires cleaning service after building work has been carried out recently then a 30% from the standard End of Tenancy Cleaning quote will be added.

1.2.11 Danielle Cleaning will not be responsible for triggering any alarm systems. Customer should give any special instructions for deactivation/activation of any household alarm systems.

1.3. SPRING CLEANING

1.3.1.Danielle Cleaning reserves the right to amend the initial quotation, we do reserve the right to amend / or cancel the booking on the day of the service with no warning. Should the customer’s original requirements change or due to incomplete or incorrect initial information. Differences in the price will be added to the initial quotation.

1.3.2. Minimum duration of 3 hours per cleaning visit applies.

1.3.3. 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 Danielle Cleaning.

1.3.4. All cleaning equipment should be safe and in full working order.

1.3.5. If the customer does not have cleaning detergents, Danielle Cleaning will supply all necessary cleaning detergents for additional £20.

This has to be requested at the time of the booking.

1.3.6. If collection of keys is required from a location outside the postal code area of the cleaning scheduled, £ 10 charge will apply.

1.3.7. The customer agrees to pay parking and congestion charges where applicable for the duration of the cleaning work.

1.3.8. The customer understands that the price quoted is not a “package deal” and includes only cleaning labour unless other arrangements have been made with Danielle Cleaning .

1.3.9. Danielle Cleaning representative 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.

1.3.10 If there was a dog, cat or other hairy pet animal in the house/flat then an extra charge may be added to the initial quote due to the extensive amount of animal hair slowing down the cleaning process, unless agreed in advance with Danielle Cleaning.

1.3.11. The standard Spring Cleaning does not include cleaning of walls, ceilings, curtains, balconies, patios, exterior windows, carpet cleaning, upholstery cleaning, cleaning cutlery and laundry. All of the above mentioned services, excluding walls, ceiling cleaning and laundry are available at an extra charge. However if the Client insists on cleaning of walls and ceilings then there will be an extra charge and Danielle Cleaning cannot be held responsible for any unsuccessful results or any damage caused to the paint work. If laundry service has been especially requested there will be an extra charge and please note that Danielle Cleaning does not take any responsibility for damaging customer’s clothing, towels and linen.

1.3.12 Danielle Cleaning will not be responsible for triggering any alarm systems. Customer should give any special instructions for deactivation/activation of any household alarm systems.

1.4. CARPET CLEANING

1.4.1. Danielle Cleaning reserves the right to amend the initial quotation, we do reserve the right to amend / or cancel the booking on the day of the service with no warning. Should the customer’s original requirements change or due to incomplete or incorrect initial information. Differences in the price will be added to the initial quotation.

1.4.2. If the customer has a dog, cat or other hairy pet then an extra 30% charge will be added to the service price due to the extensive amount of animal hair slowing down the cleaning process.

1.4.3. The customer understands that additional Parking and Congestion charge may apply.

1.4.4. All carpet/upholstery cleaning orders are subject to £35 minimum call out charge.

1.4.5. If collection of keys is required from a location outside the postal code area of the cleaning scheduled, £ 10 charge will apply.

1.4.6. The Client understands that in some cases his/her carpets cannot be cleaned as new because of old or permanent damage/stains and spots that are previously treated by the customer/stains which cannot be removed completely using Danielle Cleaning carpet cleaning equipment. Situations when such damage/stains occur must not be classified as unsuccessful and a full payment for the job should be made.

1.4.7. Please note that Carpet Cleaning Service is not a subject for the re cleaning session.

1.4.8. Danielle Cleaning will not be responsible for triggering any alarm systems. The Client should give specific instructions for deactivation/activation of any household alarm systems.

1.4.9. Please note that the carpet should be well attached to the floor otherwise we cannot accept responsibility if it gets wrinkly.

1.5. PRESSURE WASHING

1.5.1. Danielle Cleaning reserves the right to amend the initial quotation, should the customer’s original requirements change or due to incomplete or incorrect initial information. Differences in the price will be added to the initial quotation.

1.6. LOOK AFTER YOUR HOME

1.6.1. Our Terms and Conditions represent a contract. This contract is made between Danielle Cleaning and the Customer. You agree that any use of the services provided by Danielle Cleaning shall constitute your acceptance of the Terms and Conditions. Danielle Cleaning agrees to perform the work specified by the Customer in professional manner using every care to accomplish a satisfactory service.
By ordering Danielle Cleaning by telephone, e-mail or website the customer agrees a verbal or written agreement to be bound by Danielle Cleaning Terms and Conditions.

1.7. ESTATE AGENTS

1.7.1. Our Terms and Conditions represent a contract. This contract is made between Danielle Cleaning and the Customer. You agree that any use of the services provided by Danielle Cleaning shall constitute your acceptance of the Terms and Conditions. Danielle Cleaning agrees to perform the work specified by the Customer in professional manner using every care to accomplish a satisfactory service.
By ordering Danielle Cleaning by telephone, e-mail or website the customer agrees a verbal or written agreement to be bound by Danielle Cleaning Terms and Conditions.

2. PAYMENTS

2.1. Payment is requested on completion on the day of the cleaning session.

2.2. Payments for cleaning services must be made in cash, by cheque or bank transfer on the day of the cleaning visit or 14 days upon receipt of an invoice otherwise a legal action will be taken.

2.3. Payment can be made by cheque on completion, please make the cheque payable to Danielle Cleaning. 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 dishonoured cheque.

2.4. Customer understands that any ‘late payments’ may be subject to additional charges.

2.5 If payment is not made after 14 days of invoice then the account will be passed to our collections agency, after which a charge of 15% 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.

3. COMPLAINTS AND CLAIMS

3.1. 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. No claims can be made against Danielle Cleaning after the above time limits

3.1.1. Danielle 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.

3.1.2. 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.

3.1.3. Danielle Cleaning will not accept a complaint based on an Inventory check report, filed more than 24-hours after the cleaning session.

3.1.4. Complaints are accepted verbally over the phone and in writing (letter, e mail). Complaints must be reported on completion or in the following 24-hours.

3.1.5. In case of damage, reported up to 24-hours, Danielle Cleaning will repair the item at its cost. If the item cannot be repaired Danielle Cleaning will rectify the problem by crediting the customer with the item’s present actual cash value toward a like replacement from a Danielle Cleaning source upon payment of cleaning services rendered.

3.1.6. In case of poor service, reported up to 24-hours, Danielle Cleaning will rectify problems arising as a result of its work. If the Customer is not completely happy with the outcome of the work then Danielle Cleaning operatives must be allowed to come back and re-do the job free of charge, otherwise no refund can be claimed due to the nature of the service.

3.1.7. If the Customer or his/hers representative confirms that they are happy with the job done, this is considered as successful and completed job and no further claims can be made.

3.2. Key replacement/locksmith fees are paid only if keys are lost by our operatives. There is a £30 per household liability limit.

3.3. Danielle Cleaning agrees to keep all customers’ information confidential.

3.4. Items excluded from liability are: cash, jewellery, items of sentimental value, art and antiques.

4. INSURANCE

4.1. Danielle Cleaning has a Public and Employer’s liability insurance. The policy will cover any accidental damages caused by Danielle Cleaning representative reported within 24 hours of service date.

4.2. Danielle Cleaning reserves the right to refuse to share any of the confidential company’s documents.

5. CUSTOMER SATISFACTION

5.1. Customer understands that he/she is not entitled to any refunds.

5.2. If the customer is not completely satisfied with a cleaning job, Danielle Cleaning will re-clean, only if reported up to 24-hours, any areas and items to customer’s satisfaction. Therefore customer must allow the cleaner to be returned.

5.3. Customer must be present at all times during the recovery-clean. Danielle Cleaning reserves the right not to return a cleaner more than once.

5.4. Please note that at all times the cleaners are under the customer supervision, control and responsibility. The cleaners are SELF-EMPLOYED which means they aren’t employ by Danielle Cleaning, either directly or indirectly.

5.5. Danielle Cleaning does not accept any responsibility whatsoever for any loss, expense, damage arising from any act or omission by the introduced cleaner.

5.6. If the customer allows the cleaner the keys to any property, then the customer is responsible for obtaining from the cleaner key security.

5.7. Cleaners will be responsible for the replacement costs incurred in the unlikely event of the customer’s keys being lost.

5.8. Cleaners will not perform any deep clean, windows cleaning , carpets cleaning, stain removing or specialized cleaning of any antique, delicate or valuable items.

5.9. The customer agreed to do not contact a cleaner directly. Customer will contact Danielle Cleaning with all requirements, changes etc. We want to keep in regular contact with you in order to ensure that you get the best possible service from Danielle Cleaning. Please feel free to contact us by telephone, e-mail or through our website.

5.10. The customer must provide a clear set of instruction for the cleaner and must only require him or her to interior domestic cleaning or ironing only (the cleaners will not clean the windows or carpets).

5.11. The customer will not refer any cleaner introduced by the Danielle Cleaning to any other person except through Danielle Cleaning.

5.12. The customer will not solicit cleaners that have been introduced by Danielle Cleaning to work for them directly (the charges will appear).

5.13. Bleach and abrasive products are only used at the customer’s request and risk.

5.14. You have the same person every time (for as long as possible). Danielle Cleaning will provide a replacement for holidays and sickness only if possible.

6. LIABILITY

6.1 Danielle Cleaning reserves the right not to be responsible for:

6.1.1. Completing tasks which are not stated on our task list;

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

6.1.3. For work not completed, or not completed to a good standard if the customer, other people or trades men are working or present at the property when our cleaners are carrying out the job (end of tenancy cleans)

6.1.4. Wear or discolouring of fabric becoming more visible once dirt has been removed on the carpets, curtains and upholstery

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

6.1.6. Existing damage or spillage that cannot be cleaned/removed completely using provided by the customer cleaning detergents and equipment or standard carpet cleaning equipment;

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

6.1.8 Accidental damages caused by a faulty or not in full working order materials/equipment provided by the Customer

6.1.9 Damage to windows or articles of glass china porcelain earthenware stone or other articles of a brittle nature

6.1.10.Shrinkage to carpets that are poorly fitted; damage to upholstery where Clear Cleaning Instructions are not visible

6.1.11. Key replacement/locksmith fees if keys are lost by our operatives;

6.1.12. Accidental damages worth £ 100.00 or less; any accidental damages caused by our cleaners if the customer has an unpaid balance owed to Danielle Cleaning.

6.1.13. If the customer has got items which need special cleaning methods and special cleaning detergents, Danielle Cleaning reserves the right to refuse the provision of the cleaning detergents.

6.1.14 Any accidental damages/breakages or poor service caused by our cleaners if the Customer decides to contact our operatives directly instead of Danielle Cleaning with regards to these issues.

7. CANCELLATION

7.1. DOMESTIC CLEANING

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

7.1.2. 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.

7.1.3. 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.

7.1.4. If keys are provided they must open the lock without any special efforts or skills.

7.1.5. 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.

7.1.6. Customer agrees to pay 50% of a cleaning visit in the event of being away, being away for holidays, being away for business travels.

7.1.7. Customer may terminate the cleaning service by giving two-week (14 days) advanced notice in writing and specifying the last cleaning date and give reason.

7.2. END OF TENANCY CLEANING

7.2.1. 48 hours notice is required if customer should either decide to cancel or re-schedule a cleaning appointment.

7.2.2. 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.

7.2.3. 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.

7.2.4. If keys are provided they must open the lock without any special efforts or skills. If an initial deposit has been paid to Danielle Cleaning then the customer agrees that deposit funds may be used to cover thecancellation fee.

7.3. SPRING CLEANING

7.3.1. 48 hours notice is required if customer should either decide to cancel or re-schedule a cleaning appointment.

7.3.2. 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.

7.3.3. 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.

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

7.4. CARPET CLEANING

7.4.1. 48 hours notice is required if customer should either decide to cancel or re-schedule a cleaning appointment.

7.4.2. 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.

7.4.3. 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.

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

7.5. AFTER CANCELLATION OF THE CLEANING SERVICE

7.5.1. By entering into a service agreement with Danielle 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 Danielle 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 £2500.

8. SPECIAL CIRCUMSTANCES

8.1. Special requests for additional services should be made 2 days before a service day. This ensures that these can be provided and payment agreed. However, we may be able to accommodate these on the service day. Please leave a note and we will invoice you accordingly.

8.2. If your scheduled service day falls on a public holiday, then this clean will be cancelled and you should contact us to re-arrange an alternative date.

8.3. We will treat your home with the greatest of care. Please inform us of any items that are irreplaceable, so that we can make special arrangements for care.

8.4. No service will be provided on Christmas Day, Boxing Day and New Years Day and public Bank Holidays.

9. OUTSTANDING PAYMENTS

9.1. Danielle Cleaning will collect any outstanding amount owed to them. If as a result Danielle Cleaning has to use a debt collecting agency or county court to secure payment, the Clients agrees to pay any debt collecting agency fees, court fees, legal cost, or interest which will occur due to the result of none payment of their outstanding bill.

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.

Danielle Cleaning believes that the service we provide must be a highest quality and we work very hard to deliver the best results, result you are expecting.