Our terms and conditions.
1. Entering in to a contract
1.1. A contract between you and us comes in to being in one of two ways:
1.1.1. when you sign the contract or book our service online
1.1.2. when you start using our service
1.2 This contract shall be governed by the laws of England and Wales. All disputes relating to this contract are subject to the exclusive jurisdiction of the courts of England and Wales.
2.1. We reserve the right to amend these terms and conditions at any time. You will be notified in writing of any changes.
‘we’ or ‘us’ or ‘our’ is a reference to Brighton Housekeeping Limited
‘you’ or ‘your’ is a reference to the person to whom we are providing our Services and who is required to pay for the Services we provide.
‘premises’ means the place where we will provide the Services.
‘services’ means the services we will provide at the Premises. The precise services we will be providing to you are stated in the Contract.
4. Cleaning Products
4.1. You will supply the cleaning products and equipment required to clean your premises. We will not be held responsible for not being able to complete the service where the required materials have not been made available to the cleaner.
5. Holidays (Not applicable for SOS or One-Off Cleans)
5.1. You agree to pay for any time you are away on holiday, or for any time that you do not require the cleaner to visit. Your time slot is allocated to you and you are contracted to pay for our services for all weeks whilst the contract is in place.
5.2. Any regular visit that you do not use may not be accrued or carried forward.
5.3. If you are going away for long periods of time we suggest you cancel the contract 4 weeks before departure.
6.1. We are covered by Public Liability Insurance up to £1million and Employer Liability insurance up to £10million.
6.2. We do not provide any cover for the first £250 of any claim; please make your own insurance arrangements to cover this.
6.3. Any issues relating to damage to property must be reported to us in writing within 24 hours of completion of work.
6.4. We will not be liable for any breakages involving delicate items such as glass, china or brittle objects, or any items that you have not specifically made us aware of. We will not be liable for the loss of cash, jewellery, or damage to items of sentimental value. You agree to remove objects which you consider to have sentimental value. We will not be liable for any damage or breakages due to cleaning you have requested your cleaner to complete which varies from the cleaning package you have booked.
6.5. All outstanding invoices must be paid before any claims are considered.
7. Notice Period (Not applicable for SOS or One-Off Cleans)
7.1. You agree to give four weeks’ notice to terminate the service.
7.2. The notice period will commence when we receive written notification from you.
7.3. During the notice period, if you require us to, we will continue to provide the service.
7.4. No refunds will be given if you decide not to use the service offered.
7.5 If you fail to cancel your standing order we will charge £20 admin charge to refund any payments made after the last day of your contract with us. All refunds must be requested in writing within 3 months of the payment being made. We will not process requests after 3 months and you will not be able to obtain the refund after that time.
8. Payments (Not applicable for SOS or One-Off Cleans)
8.1. You will be invoiced at the beginning of each month, in advance, for the service to be provided during that month.
8.2. If the service begins after the 1st of the month, we will invoice you on the date the service commences.
8.3. You will be given four weeks’ notice if any of the charges or payment terms change.
8.4. All payments must be paid by Standing Order or Bank Transfer within 7 days of invoice. We reserve the right to withdraw our service in the event of late payment.
8.5 We will remind you when payments are due. If we do not receive your payment on time a £4 late payment charge will be added to your account.
8.6. All refunds for overpayment must be claimed within 3 months of the date the refund became due which is the date on the invoice. We will not process requests after 3 months and you will not be able to obtain the refund after that time.
8.7 Unless otherwise agreed in writing by us, we will expect payment of any outstanding money you owe us to be on time, and we will take legal action to recover any debts.
9.1. You agree to notify us of any areas of your premises, or any fixtures, fittings or appliances on your premises that are unsafe.
9.2. You agree to notify us of any items that should not be touched or might be unsafe.
9.3. We will not be liable for any damage to items that are unsafe or broken and about which you have not made us aware.
10.1. It may be necessary to use contractors to complete work. All contractors will be vetted by us.
11. Re-employment of Employees and Contractors
11.1. You agree not to directly employ, or employ the services of, any person employed by us, or any contractors introduced to you by us, for a period of one year from the date the service is cancelled by either you or us.
11.2. If you directly employ the employee or contractor, or their services, as defined in 11.1, you agree to pay us a fee of £500.
12. Access to premises
12.1. If we are denied access to the premises on the date and at the time arranged, you agree to pay the full charge for services booked.
12.2. No refund will be given, and whilst every effort will be made to do so, we are not obliged to arrange an alternative appointment.
12.3. If our access to the premises is delayed, you will be charged £24 per hour per employee or contractor in attendance for the period of the delay if you require the work to be completed fully. Alternatively, the waiting time can be deducted from the total time you have booked.
13.1. We will not be liable for any delay to or cancellation of the services caused by circumstances beyond our control. In such circumstances, we will do our best to arrange an alternative time for the completion of the service.
13.2. Where we fail to carry out an agreed service due to circumstances within our control, our liability shall be limited to providing the agreed service at an alternative time and in no event shall we be liable for any other losses, including loss of profit.
14. Public Holidays, Staff Holidays and Staff Illness
14.1 Whilst we will make every effort to send a cleaner to you, we cannot always guarantee that replacement staff will be available on public holidays, during peak holiday periods, or when we are given short notice regarding staff illness. If cleaning cannot be arranged you will be refunded for that week.
15. Cleaners and Appointments
15.1 You are employing the services of the company and not of any individual working for it. We prefer to send the same cleaner each time, however, we reserve the right to send any member of staff without prior notice.
15.2 We are unable to guarantee a specific time of day for your cleaning. We will agree the day with you and where possible we will do our best to specify an AM or PM appointment.
16. Complaints Procedure
16.1 All complaints must be made in writing by letter or email. We will be happy to discuss the aspects of the complaint with you by telephone once written details have been provided.
16.2 We want to resolve any complaints as quickly as possible and will provide a reply within 2 working days.
16.3 Unless otherwise agreed in writing by us, we will expect full payment of any outstanding invoices before any complaint is dealt with.
Amended: March 2020