Please read these Terms & Conditions carefully, as they set out our and your legal rights and obligations in relation to our services. By accepting the quotation and the contract starting, the client is deemed to accept all of the terms and conditions listed below.
These Terms and Conditions were reviewed and updated 28th September 2018.
The Company reserves the right to make any changes to any part of these Terms and Conditions without giving any prior notice. The Company 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.
As we provide a range of services including domestic and professional cleans, one off’s and regular visits, deep cleans and End of Tenancy cleans, please make sure you read the sections that are applicable to you.
Domestic and Professional Cleaning
Contract / Ad-hoc
These Terms and Conditions represent a contract between Blue Solution Services (the Company) and the Client.
The Client agrees that any use of the Company’s services, including placing an order for services by telephone, email, website forms shall constitute the Client’s acceptance of these Terms and Conditions.
Unless otherwise agreed in writing by a director of the Company, these Terms and Conditions shall prevail over any other terms of business or purchase conditions put forward by the Client.
No variation or alteration of these Terms and Conditions shall be valid unless approved in writing by a director of the Company.
Cleaning materials (detergents, solutions, towels, cloths, gloves etc) and equipment (vacuum cleaner, iron, ironing board, mop, brush and broom etc.) must be provided by the Client. All equipment must be safe to operate, in full working order and must not require any special skills to be used for the purpose of cleaning.
If the Client has equipment that is complicated to operate, the Client must provide clear and detailed instructions to the Cleaner.
If the Client does not have cleaning materials available for use, or wishes the Company to provide the required materials instead, the Company can provide the required materials however this will result in an increase in the hourly rate for these visits.
A detailed list of cleaning specifications (cleaning tasks) must be provided by the Client to the Company and agreed prior to service commencing. If only verbal description of the tasks has been provided to the Cleaner, the Company shall not be responsible for any tasks not carried out.
If the Client requests keys to be collected by the Cleaner from a third party’s address outside the postal code of the serviced 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 third party’s address or any other address another charge of £10.00 will apply.
The Company reserves the right to re-evaluate rates at any time should the Client’s initial list of tasks change.
The Company reserves the right to amend the initial quotation should the Client's original requirements change. Differences in excess of 10% will be discussed with the Client prior to the start of the work.
If any estimates of how long it will take the Cleaners to complete the job are being provided those are only estimates based on the average time it takes to clean a home or an office of similar size to the Client's, it being difficult to calculate precisely how long such tasks may take and that a degree of flexibility may be required. Please note that one off cleans may take longer to complete due to longer intervals between cleaning sessions, number and type of cleaning tasks required, when compared to the regular maintenance cleaning of the same property.
The Client understands that the price quoted is not for a "package deal" and does not include anything apart from cleaning labour, or cleaning labour with provision of cleaning materials by the Company.
The Company shall try to arrange an immediate replacement should a Cleaner be unable to attend a scheduled visit, and will inform the Client prior to the visit. If a replacement cannot be found then the Company will contact the Client at it’s earliest opportunity to re-arrange the visit.
Where there is an established relationship between the Client and a specific Cleaner, the Cleaner may contact the Client in the first instance to inform of delays and inability to attend a scheduled visit.
Neglected homes or other premises may take up to three times longer than well maintained homes or premises requiring general cleaning. Therefore the Company advises the Client to ask for our specialist deep cleaning services providing as much information as possible.
The Cleaners are not allowed to hand wash any items of clothing belonging to the Client.
All fragile and highly breakable items must be secured or removed. In case the removal of fragile items is not possible, the Client must inform the Company and Cleaner(s) about them.
The Company cannot be held responsible for: damage of upholstery where clear cleaning instructions are not visible; shrinkage of carpets which are poorly fitted; cleaning visit not completed due to lack of hot water; failing to remove permanent stains that cannot be handled by our standard proven cleaning methods.
The Company shall not be liable under any circumstances for any damages to the Client’s property caused by bleach/bleach containing products.
Payment is due within 7 days or 30 days, whichever is stated on your invoice, in the form of a bank transfer/standing order or a major credit/debit card (UK only) payment. We reserve the right to cancel services without notice due to declined credit card transactions or non-cleared funds.
One off cleaning service requires a deposit payable to the Company in advance. The remaining balance must be paid by cash or cheque to the Company before the Cleaner leaves the Client’s premises. If no payment has been received at the time of completion of the cleaning service, the Client agrees to and authorizes the Company to charge their debit/credit card with the outstanding amount.
Although greatly appreciated and a powerful way to say ‘Thank you’, the Client understands that tipping is not required.
The Company reserves the right to charge interest on invoiced amounts unpaid for more than the specified time limit on your invoice ( ie 7 days or 30 days) from the due date until the date of actual payment.
Interest will be charged daily at 8% plus the current Bank of England Base Rate. The Client must contact the Company and discuss reissuing the invoice if payments are being made late.
If the Company is forced to refer the Client’s account for collection to a third party then extra costs may be added to the outstanding amount by the debt collecting company.
Any bank charges incurred due to a Client’s cheque being returned unpaid will be passed to the Client at a flat rate of £30.00 per cheque.
The Company reserves the right to cancel any contract and back charge additional for past services to reflect the balance of the standard rate(s) if any misleading or false information was used to obtain discounted services.
The Client agrees to and authorises the Company to charge their debit/credit card with any outstanding amounts owed to the Company
Termination Of Contract
The Client may terminate the cleaning contract by giving 30 days prior notice. The Client agrees to have least 2 cleaning visits carried out during the 30 days notice period.
The Client agrees to pay a cancellation fee of £30.00 if:
1) No notice is given;
2) The Client provides a termination notice and requires less than 2 cleaning visits.
The cancellation fee may be waived at the Company’s discretion.
The Company may terminate the cleaning contract at any time.
The Company’s public liability insurance will cover damages caused by a cleaning operative working on behalf of the Company.
The Client agrees that due to the nature of the service the Company guarantees only to try to correct any problems reported within 24 hours. 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 nothing. The Company may require entry to the location of the claim within 24 hours to correct the problem. Any refunds or adjustments must be requested to the Company directly and subject to approval by the Company.
The Client waives their right to stop payment unless the Company fails to make good on the guarantee above.
While the Cleaners make every effort not to break items, accidents do happen. Identical replacement is always attempted but not guaranteed. For this specific reason, the Company requests all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and /or not cleaned by the Cleaners.
In case of damage, The Company 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 current actual cash value toward a like for like replacement from the Company's source upon payment of cleaning services rendered.
The Company shall not be responsible for damage due to faulty and/or improper installation of any item. All surfaces (i.e., marble, granite, etc.) are assumed sealed and ready to clean without causing harm.
No claims shall be entertained if the Client has an outstanding balance aged more than 30 days.
Any attempt to commit insurance fraud or any use of false information to commit any type of fraud will be prosecuted to the fullest extent of the law together by the Company and the Insurance Provider(s). Monetary compensation as well as legal fees may incur.
Key replacement/locksmith fees are paid only if keys are lost by our Cleaners. There is a £30 per location liability limit.
The Company 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 a late arrival of a Cleaner 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 Cleaner may be delayed or the cleaning visit may be re-scheduled.
The Company 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 :
1. A cleaning job not complete due to the lack of suitable/enough cleaning materials, lack of hot water or electricity, or equipment not in full working order;
2. Third party entering or present at the Client’s premises during the cleaning process;
3. An existing damage to Clients property in the form of old stains/burns/spillages etc. which cannot be cleaned/removed completely by the Cleaner using the Client’s cleaning equipment and materials and in accordance with the industry standard cleaning methods as described in the Company’s method statements;
4. Any damages caused by faulty/not in full working order equipment or materials supplied by the Client;
5. Any damages worth £50.00 or less.
The Company 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 the Company carrying out services for the Client if the Client has an outstanding amount aged 7 days or 30 days or more from the date the payment was due.
Customer care policy
Blue Solution Services is proud of the value, quality and dependability of the services it provides.
If the Client is not fully satisfied with any part of our service, then please inform us in writing.
We treat our Clients concerns and comments as constructive and positive feedback and can only improve our services if informed of any shortcomings.
If there is concern in regard to any aspect of the services we are contracted to undertake, the client must inform Blue Solution Services immediately in writing.
Blue Solution Services guarantees to investigate and respond to your concerns within 14 working days.
Public liability insurance
Blue Solution Services has full public liability insurance. If you would like to view our public liability insurance please ask.
Blue Solution Services reserve the right to change these terms and conditions at any time.