Terms & Conditions

By placing an order either via Whatsapp, phone, e-mail or website, the customer has a verbal or written agreement and is bound to Brindley Cleaning’s (BCL) Terms and Conditions.

1. 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
  • Brindley Cleaning (BCL) reserves the right to suspend cleaning services if monthly payments are missing or if paperwork is not returned to BCL prior to the first cleaning visit
  • A minimum duration of 2 hours per cleaning visit applies for all domestic cleaning services.
  • 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 agrees to provide a task list and all necessary cleaning detergents and equipment for the required work unless other arrangements have been made with BCL. All cleaning equipment should be safe and in full working order.
  • If the customer does not have cleaning detergents and asks BCL to purchase requested items on their behalf, the 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 only if the customer does not require cleaning services for more than 4 consecutive weeks.
  • BCL will not be responsible for triggering any alarm systems. Customers should give any special instructions for the deactivation/activation of any household alarm systems.
  • 30 days minimum contract length applies for 'Bronze', 'Silver', 'Gold' and 'Platinum' packages.
  • The customer understands that the price quoted over the phone or email does not include anything apart from cleaning and ironing labour.
• END OF TENANCY CLEANING
  
  • BCL 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).
  • The customer understands that the price quoted is not a "package deal" and includes only cleaning labour.
  • A minimum duration of 3 hours per cleaning visit applies.
  • The customer agrees to provide a task list and all cleaning detergents and equipment (vacuum cleaner, mop, bucket and portable ladder) required to carry out the service unless other arrangements have been made with BCL. All cleaning equipment provided by the customer should be safe and in full working order.
  • 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.
  • If the customer does not have cleaning detergents, BCL will supply all necessary cleaning detergents for an additional £2 per hour. This has to be requested at the time of the booking.
  • The customer is advised that an end-of-tenancy cleaning may take double the length of time required for general cleaning. After Builders Cleaning, After Party Cleaning or Badly neglected homes may take up to three times longer than a well-maintained home requiring general cleaning - this would include an additional hourly charge.
  • 2. PAYMENTS
    
  • Payment is requested on completion on the day of the cleaning session.
  • Payment can be made via bank transfer, cash, debit/credit card over the phone, standing order or direct debit. We do not accept cheque payments. If payment is made by credit card 4% surcharge will apply.
    BCL will not share the customer's card details with a third party.
  • The Customer agrees that any outstanding amount owed to BCL can be charged from the debit/credit card the customer provided at the time of the booking.
  • The 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 15% 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.
  • 3. REFUNDS
    
  • A 50% refund will be issued if the cleaning operative is unable to provide the service for reasons beyond the control of the Client.
  • If the client was present at the property, checked the property condition, and reported no complaints, a refund cannot be issued.
  • 4. COMPLAINTS
    
  • The customer accepts and understands that dissatisfaction, breakage/damage or theft must be reported within 24 hours from the service date. Failure to do so will entitle customers to no refunds or recovery cleans. BCL  will thoroughly investigate the issue and endeavour to come up with the best solution for the Customer.
  • The Customer agrees to allow the Company to return to correct any omissions before cleaning those areas alone or hiring a third party to do so. If the Customer fails to comply, our Company Guarantee will be void. In this case, we will consider the matter resolved. In the event of non-payment or payment stops by the Customer, we will immediately refer the account for collection.
  • BCL 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.
  • Complaints cannot be accepted if the Client was present inside the property, had checked the property condition and had no complaints.
  • 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.
  • BCL will not accept a complaint based on an Inventory check report, filed more than 24 hours after the cleaning session.
  • BCL may take up to 5 working days to respond to a complaint.
  • 5. CLAIMS
    
  • 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 of 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.
  • In case of damage, BCL will repair the item at its cost. If the item cannot be repaired BCL will rectify the problem by crediting the customer with the item's present actual cash value toward a like replacement from a BCL source upon payment of cleaning services rendered.
  • No claims shall be entertained if the Client has an outstanding balance.
  • Any attempt to commit insurance fraud or any use of false information to achieve fraud will be subject to prosecution. 
  • If the Client has an outstanding balance, no claims will be entertained.
  • Attempts to commit insurance fraud or the use of false information to achieve fraud will be prosecuted. 
  • 6. INSURANCE
    
  • BCL has Public liability insurance. The policy will cover any accidental damages caused by an operator working on behalf of BCL, reported within 24 hours of the service date.
  • There is £350 excess on any claim, of which £150 is paid by the customer and £200 by BCL.
  • BCL reserves the right to refuse to share any of the confidential company's documents.
  • 7. CUSTOMER SATISFACTION
    
  • The customer understands that he/she is not entitled to any refunds.
  • If the customer is not completely satisfied with a cleaning job, BCL will re-clean any areas and items to the customer's satisfaction. Therefore the customer must allow the cleaner to return.
  • Customers must be present at all times during the recovery clean. BCL reserves the right not to return a cleaner more than once.
  • 8. LIABILITY
    
  • BCL 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 faulty or not in full working order detergents/equipment supplied by the customer.
  • If the customer has got items which need special cleaning methods and special cleaning detergents, BCL reserves the right to refuse the provision of the cleaning detergents.
  • BCL will advise the client to provide the specific cleaning detergents and to pass cleaning instructions to the sales advisors when placing the order or give instructions to the present cleaner.
  • 9. 100% GUARANTEE
    
  • BCL is committed to providing quality service based on trust, integrity, and reliability. However, the Company is aware that its operatives do sometimes make mistakes. As a result, we offer you a 100% guarantee that, if your home is not cleaned to your complete satisfaction for any reason, we will return to clean it again at no charge to you.
  • 10. CANCELLATION
• REGULAR DOMESTIC CLEANING
  
  • Customers may cancel or adjust the time of a cleaning visit/s by giving at least 24 hours advanced notice.
  • The 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.
  • The 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 a problem with the customer's keys.
  • If keys are provided they must open the lock without any special efforts or skills.
  • The 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's advanced notice.
  • The 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 giving a reason.
• END OF TENANCY CLEANING:
  
  • 48 hours of notice is required if the customer should either decide to cancel or re-schedule a cleaning appointment.
  • The 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.
  • The customer agrees to pay 40% of the quote as a cancellation fee in the event of a lock-out caused by our cleaners being turned away; no one home to let them in; no water or power available at the customer's premises; or a problem with the 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 BCL then the customer agrees that deposit funds may be used to cover the cancellation fee.
• AFTER THE CANCELLATION OF THE CLEANING SERVICE
  
  • By entering into a service agreement with BCL, 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 BCL. If the customer wishes to hire or use domestic services provided by such a cleaner then he/she must pay a referral fee of £400.
  • 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. BCL 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.
  • 11. SAFE PREMISES AND INSURANCE
    
  • The Customer warrants that the Premises are safe for work and comply with all statutory requirements for the health and safety at work of the Provider staff. The Provider may refuse to permit its staff to work on the Premises or any part of them if the Provider reasonably considers that they may be exposed to undue risk or danger. Оur cleaners are fully insured for public liability. Their accidental damage insurance is subject to an excess of £100 and excludes damage caused by the use of abrasive products or the use and spillage of bleach. The cleaning materials we recommend to the Customer to have when starting the service are carefully selected to minimise the risk of damaging surfaces while cleaning and we are not able to take responsibility for alternative ones we have been provided to use.
  • 12. CONFIDENTIALITY
    
  • All information and details acquired by the Provider relating to the Customer shall be treated by the Provider as confidential and the Provider shall not make any use or disclosure of it. The Provider shall (if so requested by the Customer) require its employees to enter into written undertakings as to confidentiality which is directly enforceable by the Customer. The provider is registered with the ICO under the Data Protection Act 2018.