1.1 The following definitions apply for Poly Cleaning Terms and Conditions:

1.1.1 “The Company” means Poly Cleaning registered at 2 Caspian Walk, London E16 3JB

1.1.2 “Cleaner” means the person performing cleaning services on behalf of Poly Cleaning.

1.1.3 “Client” means the person, company or corporate body together with any subsidiary or associated company as defined by the Companies Act 1985 to whom the cleaning services are supplied by the Poly Cleaning

1.1.4 “Cleaning Service” - means the services carried out by Poly Cleaning for the Client

1.1.5 “Cleaning Visit” - means the visit to the Client’s address by the Cleaner in order to carry out the Service.

1.2 Unless the context requires otherwise, reference to the singular include the plural and references to the masculine include the feminine and vice versa.

1.3 The Headings in Poly Cleaning Terms and Conditions are for convenience only and do not affect their interpretation.

2. CONTRACT

2.1 These Terms and Conditions represent a contract between Poly Cleaning and the Client.

2.2 Both parties shall ensure that their respective responsibilities under this agreement are undertaken in compliance with all statutory regulations and codes of conduct.

2.3 The Client agrees that any use of services provided by Poly Cleaning, including placing an order for services over the telephone, fax, email, and website shall constitute the Client’s acceptance of these Terms and Conditions.

2.4 Unless otherwise agreed in writing by a director of Poly Cleaning, these Terms and Conditions shall prevail over any other terms of business or purchase conditions put forward by the Client.

2.5 No variation or alteration of these Terms and Conditions shall be valid unless approved in writing by a director of Poly Cleaning.

3. QUOTATIONS

3.1 Poly Cleaning uses national average room sizes when providing quotations for carpet cleaning over the phone.

3.2 Commercial carpet cleaning is charged per square meter. Some natural carpet fibres e.g. coir, jute, sisal, sea grass etc. require longer dry cleaning time, and this should be taken into consideration by the Client after the cleaning service has been provided by Poly Cleaning.

3.3 Poly Cleaning reserves the right to amend the initial quotation if the Client's original requirements change.

3.4 Poly Cleaning reserves the right to amend the initial quotation should there be substantial difference between the initially described required amount of work/area(s) to be cleaned by the Client and the actual work to be carried out at the time of visit. Should the Client decide to cancel the entire Cleaning Service, a £20.00 cancellation fee will apply.

4. VAT

4.1 All prices provided by Poly Cleaning are final and VAT non-chargeable.

5. EQUIPMENT

5.1 All cleaning supplies, products and carpet cleaning equipment needed for the cleaning service shall be provided by Poly Cleaning unless otherwise agreed by the Client and Poly Cleaning.
5.2. The Client must provide running water and electricity at the premises where the service takes place.

6. PAYMENT

6.1 Payment for the cleaning service provided by Poly Cleaning is due immediately after completion of work. The Client must make payment either by cash or cheque before the cleaner leaves the Client’s premises. Cheques should be made payable to Poly Cleaning only.

6.2 Poly Cleaning reserves the right to charge interest on the invoiced amount unpaid for more than 30 days at the rate of 8% per annum above the Bank of England base rate from the due date until the date of actual payment under the Late Payments Act.
6.3 Poly Cleaning reserves the right to charge £30.00 administrative fee, plus any solicitors’ fees, in addition to the balance due, for any account which is refer for collection.
6.4 The Client must cover all bank charges incurred due to a Client’s cheque being returned unpaid. A flat rate of £30.00 per returned cheque will apply.
6.5 The Client shall make no reduction or retention from the sum due under any invoice.

7. CANCELLATION

7.1.The Client can cancel the scheduled service without having to pay any cancellation fee if a cancellation notice of at least 24 hours has been given by the Client to Poly Cleaning.
7.2. Amendment fee of £5.00 will apply if the Client required rescheduling of a cleaning service and the has notified Poly Cleaning less than 12 hours prior to initially arranged cleaning service.
7.3. The Client must pay the full amount of the booked service if:
7.3.1 Our cleaners arrive at the Client’s address and are unable to gain access to the Client’s home, through no fault of the Poly Cleaning. If keys are provided they must open all locks without any special efforts or skills;

8. REFUNDS

8.1. No refund claims will be entertained once the cleaning service has been carried out.
8.2. Refund will be issued only if a cleaning operative has not been able to carry out the cleaning due to reasons beyond the Client’s responsibility.

9. COMPLAINTS

9.1. All services shall be considered to have been carried out to the Client's satisfaction unless written notice is received by the Company within 24 hour after the cleaning service has been completed. Poly Cleaning will fully investigate any complaint and attempt to resolve it to the satisfaction of the Client, or alternatively to a reasonable standard.
9.2. All complaints must be received in writing by post, fax or email no later than 24 hours after the completion of the service.
9.3. The Client agrees to allow the Company back to re-clean any disputed area(s)/item(s) before arranging a third party to carry out cleaning services.

10. CLAIMS

10.1. Poly Cleaning’s Public Liability and Treatment Risk Insurances will cover damages caused by a cleaning operative working on behalf of the Company. All claims are subject to an excess of £50.00.
10.2. The Client agrees that due to the nature of the service Poly Cleaning guarantees only to correct any problems reported within 24 hours of the completion of the service. If a problem occurs on a Saturday it must be reported by Monday 12:00 in order to be accepted as a valid claim. Failure to do so will entitle the Client to no compensation.
10.3. Poly Cleaning may require entry to the location of the claim within 24 hours to correct the problem.
10.4. All cleaners operating on behalf of Poly Cleaning make every effort not to break items, but accidents do happen. Identical replacement is always attempted but not guaranteed. Poly Cleaning requests all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and /or not cleaned by the cleaning operatives.
10.5. In case of damage, Poly Cleaning will repair the item at its cost. If the item cannot be repaired the Company will rectify the problem by crediting the customer with the item's present actual cash value toward a like replacement from a Poly Cleaning's source upon payment of cleaning services rendered.

11. LIABILITY

11.1. Poly Cleaning shall not be liable under any circumstances for any loss, expense, damage, delay, costs or compensation (whether direct, indirect or consequential), which may be suffered or incurred by the Client arising from or in any way connected with:
11.2. Its failure to carry out its services as a result of factors that are beyond its control. Factors beyond its control include acts of god, floods, severe weather conditions, and inability to gain access to premises, lack of appropriate resources, such as water, electricity, and lighting;
11.3. Late arrival of Company operatives at the service address. The Company endeavours to be right on time on any visit but sometimes due to transport related and other problems which are beyond the Company’s control, the operatives working on behalf of Poly Cleaning may arrive with a delay or the cleaning visit may be re-scheduled.
11.4. An existing damage to Clients property in the form of old stains/burns/spillages etc. which cannot be cleaned/removed completely by the cleaning operative using the industry standard cleaning methods;
11.5. Non satisfactory result from the service due to the Client or third party walking on the carpets during or shortly after the cleaning process.
11.6. Poly Cleaning shall not be liable for the shrinkage of carpets as a result of poor fitting.
11.7. Poly Cleaning shall not be liable for carpets expanding or ripples forming during and/or after the cleaning when this is as a result of factors such as fibre content, wear and tear, weak backing and/or poor fitting.
11.8. Poly Cleaning shall not be responsible for a non satisfactory cleaning results where this is due to considerable wear and tear and/or staining to the carpet fibres prior to the service being carried out.
11.9. Poly Cleaning shall not be liable for any odours arising during and/or after cleaning when this is due to factors such as, lack of ventilation, and/or appropriate heating.
11.10. Poly Cleaning shall not be responsible for any damage occurred as a result of the Client placing furniture on a carpet which has not completely dried.

12. SUPPLEMENTARY TERMS

12.1. If the Client requests keys to be collected by the Poly Cleaning’s operatives from an address outside the postal code of the Client’s address then a £10.00 charge will apply. The charge will cover only the pick up of keys. If said keys need to be returned back to the pick up address or any other address an additional charge of £10.00 will apply.
12.2. If an estimated duration of a cleaning service based on the average time required by the Company to clean a similar to the Client’s property needs to be substantially amended due to excessive dirt, Poly Cleaning reserves the right to amend the initially quoted price to reflect the extension of the time needed to provide the cleaning service to the Client’s expectations.

12.3.Due to Health and Safety regulations the cleaner will attempt to move only furniture that requires no more than one person.
12.4. Poly Cleaning shall arrange an immediate replacement should an operative cannot attend a scheduled visit, and will inform the Client prior to the visit.
12.5. The Client shall ensure that all valuables are stored away when cleaning services are carried out and that the property is supervised by the Client or his representative once the cleaning work is completed. Poly Cleaning shall not be responsible for the Clients failure to comply with this obligation.
12.9. The provisions of this contract are not intended to confer any benefit upon Third parties and the provisions of the Contracts (Rights of Third Parties) Act 1999, are hereby expressly excluded from this agreement.
12.10. Poly Cleaning reserves the right to make any changes to any part of these Terms and Conditions without giving any prior notice. We may add to or alter these Terms and Conditions from time to time and any alterations or additions will apply to new business but not to existing contracts. Please refer to your copy of these Terms and Conditions.

13. OUR GUARANTEE

13.1. If the Client is not satisfied with the cleaning service provided by Poly Cleaning, our cleaners will come back to the Client’s home and re-clean to his complete satisfaction.
13.2 Poly cleaning guarantee is subject to a complaints notice no later than 24 hours after the completion of the service.

14. INSURANCE

14.1. Any work undertaken by Poly Cleaning is covered by a Public Liability Insurance, Employers Liability Insurance and Treatment Risk Insurance for private dwellings, offices, shops, restaurants and hospitals.

16. LAW

16.1 These Terms are governed by the laws of England and Wales, and are subject to the exclusive jurisdiction of the Courts of England, and Wales.