1. Agreement and Placing an Service Booking...
By placing an order through our website, over the phone or email, the client enters into a verbal or written agreement with Poly Cleaning and is bound by the following Terms & Conditions of service. For all our services the following General terms apply:
1.1 Payment(s) should be made according to client type agrement, explained under Payment terms.
1.2 If keys are collected / dropped outside the scheduled area, a £15 charge applies.
1.3 Please note, Poly Cleaning and our operatives cannot be responsible for triggering alarm systems. Please, always provide clear access instructions.
1.4 Parking and parking charges (where applicable) are not included in the services. Parking arrangement should be made by client and charges where applicable will be added to the service total.
1.5 The Client must ensure that there is running hot water, electricity and appropriate light at the property we provide a cleaning service.
2. Terms for Regular Domestic Cleaning Services
2.1 The client must provide a task list and necessary cleaning supplies, unless other arrangements are made.
2.2 Poly Cleaning may suspend services for missing payments.
2.3 A minimum 3-hour duration per cleaning visit applies.
2.3 Clients with specific requirements for floor maintenence / cleaning, such as marble, wooden floors, etc., should provide the maintenance products and maintence routines and instructions.
2.4 Due to Health & Safety regulations our cleaners can only move smaller pieces of furniture up to 25 kgs. Any larger items will remain unmoved.
2.5 Moving heavier, tall, bulky, or fragile items around is up to the confidence of the cleaner and they can avoid it, if they feel this can be unsafe for the item, other people or themself.
2.6 Hoover, mop and ladder are not included in our Reguar Cleaning service, even when your service is inclusive of cleaning materials. Please, ensure such are available for the cleaning service.
3. Terms for End of Tenancy Cleaning
3.1 Poly Cleaning may amend the initial quotation if client requirements change.
3.2 Minimum 5-hour duration per cleaning visit applies (due to size of property).
3.3 The client must provides a task list and cleaning supplies, or Poly Cleaning can provide at additional charge.
3.4 End of tenancy cleaning may take longer than general cleaning and client may be advised accordingly during the service if a change to the planned duration of works is required.
3.4 Inspection of the property for End of Tenancy service is essential to be carried out on completion of the cleaning service by the Client.
3.5 Hoover, mop and ladder are not included in our End of Tenance cleaning service, even when your service is inclusive of cleaning materials. Please, ensure such are available for the cleaning service.
4. Terms for One-Off Cleaning / Spring Cleaning
4.1 Quotations may be amended based on changing client requirements.
4.2 Minimum 3-hour duration per cleaning visit applies.
4.3 The client must provide a task list and cleaning supplies, or Poly Cleaning can provide for an additional charge.
4.4 Inspection of the property for One-Off / Spring Cleaning is essential to be carried out on completion of the cleaning service by the Client.
4.5 Hoover, mop and ladder are not included in our One-Off Cleaning / Spring cleaning service, even when your service is inclusive of cleaning materials. Please, ensure such are available for the cleaning service.
5. Terms for Carpet Cleaning & Upholstery Cleaning
5.1 Quotations may be amended in case the client requirements change.
5.2 All carpet / upholstery cleaning orders are subject to a £70 minimum call-out charge.
5.3 Parking charges are not included in our service fees and will be added where applicable.
6. Terms for Mattress Cleaning
6.1 Quotations may be amended based on changing client requirements.
6.2 All mattress cleaning orders are subject to a £70 minimum call-out charge.
7. Payments
7.1 Payment is due on the day of the cleaning session.
7.2 Payment can be made in cash or by bank transfer.
7.3 Outstanding amounts may be charged to the provided debit/credit card.
8. Complaints & Claims
8.1 Client must report poor service, breakage, or theft within 24 hours.
8.2 Poly Cleaning requires client presence for inspection at the beginning and end of the cleaning session.
8.3 Complaints are accepted within 24 hours after the cleaning session.
9. Insurance
9.1 Poly Cleaning is covered by Public and Employer's liability insurance.
10. Client Satisfaction
Our client's satisfaction is of main priority.
10.1 In case of complaint to the quality of work affecting part of the service, we will not be able to provide refund, but will gladly offer re-cleaning.
10.2 If you are not completely satisfied by the overall standard of a regular domestic service provided by our cleaner, Poly Cleaning will provide a replacement cleaner as soon as possible.
10.3 As per our Complaints terms, please advise of any accidents or faults within 24 hours of service, as otherwise it may be difficult for us to justify and confirm responsibility.
11. Liability
11.1 Poly Cleaning is not liable for tasks not on the task list, incomplete jobs due to lack of supplies, due to a 3rd party obstructing the work of our operatives, significant wearing on fabric, inability to remove stains, or damage caused by faulty client-supplied equipment.
12. Cancellation
12.1 Client may cancel or adjust cleaning visits with 24 hours' notice.
12.2 Cancellation fees apply for less than 24 hours' notice or lock-outs.
12.3 End of Tenancy and One-Off Cleaning follow similar cancellation policies.
13. After Cancellation of the Cleaning Service
13.1 A referral fee of £400 must be paid to Poly Cleaning in case the client decides to hire services directly from cleaners booked through Poly Cleaning.
14. Governing Law and Changes
14.1 These terms are governed by UK law.
14.2 Poly Cleaning reserves the right to make changes without prior notice to these Terms & Conditions. Clients will be notified of any changes.