Terms of Use - Yorkshire Go Cleaners in Yorkshire

  • Terms and conditions

Term and conditions

  • In order to provide you with a precise quote over the phone, our call operators will use the national room size average to determine the price for your cleaning session.
  • We retain our rights to change the final price of the session should the original requirements change, or our call operators have been mislead over the phone when determining the size of the property.
  • If you have above average bedrooms (larger than 20 square meters) or a living room which is also above average in size (40 square meters on average) , the price naturally increases

Access to the property

  • Our cleaning technicians will need electricity and running water in order to complete a service up to the client’s standards. Both electricity and running water should be available at the property where the cleaning session is taking place. If the client fails to provide our technicians with running water and electricity, a 50 pound fee is charged and the session is terminated.
  • Access to the property should be provided to our cleaners at the arranged time by the client himself or another authorized person. In some instances our technicians could take keys for the property from the estate agency, but this must be mentioned prior to the cleaning session.
  • All locks must be easily unlockable without any special skills or effort in case our technicians have collected the keys to the property from an estate agent or another place.
  • If the property isn’t accessible or there’s no one to meet our cleaners and let them in, the client is subject to a 50 pound non refundable fee.
  • If the property is equipped with an alarm, detailed instructions on how to disable it should be given to our call operators, which then pass said instructions to our cleaning teams that are on site.
  • In some instances we could have trainees during a session, but this is only applicable to end of tenancy cleaning sessions. Said trainees will not be in our standard cleaning uniforms, but in case trainees are going to come to the property, we will let you know about it and ask for your permission.
  • Aside from the access to the property, the clients are responsible for arranging a parking space for our cleaners’ van and/or to cover parking and congestion charges if such are applicable.
  • For oven cleaning, we ask from our clients to turn the heat of the AGA ovens to a minimum in order for the cleaners to be able to properly clean every part without a risk of burning themselves or injuring themselves.
 

Payments

  • Here are the methods of payment which we currently accept and a few options which we do not accept.
  • Cash Payments upon completion of the work
  • Bank transfer also known as BACS
  • Credit and Debit card payments through our website
  • PayPal credit payments
  • Voucher payments issued by our company’s official communication channels (email, Facebook page)
We do not accept the following payment options
  • Check payments
  • BACS payments after completion of the job
  • Credit card payments after the job is completed
Invoicing
  • We will provide the client with an invoice issued by email within 7 days of payment completion. In case you need  your invoice earlier to show to your landlord or for any other purpose, contact us and let us know.
Cash payments
  • 1.1We accept cash payments which are payable  to our technicians after completion of the work requested. In case a cleaning supervisor is present, payments can be made to him/her, but in most cases the payments are made to the cleaning team leader.
  • 1.2Cash payments can also be left in an envelope for our team to collect. In such instances the envelope or container where the cash payment is left must be left in the property which is being cleaned and the instruction where said payment is left should be clear and easy to follow.
  • 1.3The cash payments can be collected from a person authorized by the client to inspect the property as well, but our technicians must be instructed about it beforehand.
  • 1.4Cash payment can be left at a specific location, different from the working site, in cases where keys are to be picked from/delivered back to a different address. The cash payment associated with the requested work must be present at this location, in an envelope or other container, or left with a specified contact person - company staff must be advised with all necessary details.
  • 1. 5. In cases where the cash payment is not received in accordance to the aforementioned conditions (Point 1.1, 1.2, 1.3 and 1.4. from our Payment terms and conditions), such is expected within a time frame of 5 working days following completion of the work. All bank information needed for the payment is provided by company personnel by email, containing invoice and payment instructions. Our company will exercise the statutory right to claim interest as per the indication on the invoice associated with the service provided, and compensation for debt recovery costs under the Late Payment legislation if payment is not received according to our agreed payment terms.
  • 1. 6. In cases where cash or bank transfer payment is not received in accordance to the aforementioned conditions (Point I.1, I.2, I.3, I.4 and I.5 from our Payment terms and conditions), our company holds the right to process a payment from the card details provided by the customer during the process of arranging the service.

    II. Bank transfer payments

    • II. 1. Bank transfer payments from private customers are only acceptable upfront. The amount associated with the requested work must be effected into a specified bank account at least 2 days prior to the service start. All bank information needed for the payment is provided by company personnel by email, containing invoice and payment instructions. If these payment terms are not met, our company holds the right to cancel the service.
    • II. 1.a. In cases where bank transfer payment from a private customer is not received in accordance to the aforementioned conditions (Point II.1. from our Payment terms and conditions) and the service is provided, such is expected within a time frame of 5 working days following completion of the work. Our company will exercise the statutory right to claim interest as per the indication on the invoice associated with the service provided, and compensation for debt recovery costs under the Late Payment legislation if payment is not received according to our agreed payment terms.
    • II. 1.b. In cases where bank transfer payment from a private customer is not received in accordance to the aforementioned conditions (Point II.1. and point II.1.a. from our Payment terms and conditions), our company holds the right to process a payment from the card details provided by the customer during the process of arranging the service.
    • II. 2. Bank transfer payments from corporate customers, agencies and any type of business registered entities is acceptable within a time frame of 15 working days upon completion of the requested work. All bank information needed for the payment is provided by company personnel by email, containing invoice and payment instructions. Our company will exercise the statutory right to claim interest as per the indication on the invoice associated with the service provided, and compensation for debt recovery costs under the Late Payment legislation if payment is not received according to our agreed payment terms.
    • II. 2.a. Services valuing £400.00 or above, payable with bank transfer and associated with corporate customers, agencies and any type of business registered entities, are to be secured with a deposit of 50% of the total service value, payable at least 2 days prior to the service start. All bank information needed for the payment is provided by company personnel by email, containing invoice and payment instructions. If these terms are not met, our company holds the right to cancel the service. Deposit amount can be arranged with card payment (for reference, point III. from our Payment terms and conditions).
    • II. 2.b. Our company holds a credit limit of £400.00 outstanding balance for services, associated with corporate customers, agencies and any type of business registered entities. No bookings for services will be accepted considering company liabilities have reached, or exceeded the aforementioned limit.

    III. Card payments

    • III. 1. Card details associated with services provided for private customers, corporate customers, agencies and any type of business registered entities are provided upon the act of arranging a booking for the services. Those details serve as a security measure in regard to last minute cancellations in accordance to our Terms and Conditions, as well as arranging payments if such payment method is agreed during the act of arranging the booking.
    • III. 1.a. In cases where card details are not provided in accordance to point III.1. from our Payment terms and conditions, or a different card is to be used for arranging the payment, such details are to be provided at least 5 hours prior to the service start in order to successfully confirm the booking.
    • III. 1.b. In cases where card details are not pro
    • III. 2. The card details provided by the customer are used for processing the charge for the relevant service, inclusive of a transaction fee. The transaction fee values a rate of 3.4% of the quoted amount for a single transaction. The transaction fee is applied on top of the quoted amount for the service. For regular domestic cleaning, the transaction fee for card payments values GBP 1.50 for a single transaction.
    • III. 3. Card transactions are processed on the day of the service.
    • III. 4. In cases where card payment fails, customer is promptly informed by the company. If no action is taken by the customer in order to address the issue, invoice with payment instructions is sent to the cusomer by email. Payment is expected within time frames, stated in Point II. of our Payment terms and conditions. Our company will exercise the statutory right to claim interest as per the indication on the invoice associated with the service provided, and compensation for debt recovery costs under the Late Payment legislation if payment is not received according to our agreed payment terms.
  • Upon the act of arranging a booking for any type of service, you confirm that you have read and agreed with the company Payment terms and conditions, as well as the general Terms and conditions.

 

Cancellation

  • Cancellng or resheduling a service should be done in no more than 48 hours before the session is scheduled to start. If you need to make a last minute rescheduling, please keep in mind that a 50 pound non-refundable fee is added to the session’s price, or in case you cancel the session a 50 pound non-refundable fee must be paid via credit card or BACS in no longer than a week after the session was cancelled.
  • If you are using our regular cleaning services, you are required to give us a one week notice before terminating the contract. Clients are required to notify us about cancelling their subscription via email in writing specifying at least one reason.
  • If the regular cleaning is cancelled 48 hours before the session is scheduled to begin, the client is due to pay the amount for the whole session.
  • Cancelling an appointment can be made via email or over the phone, but make sure that we have acknowledged the cancellation and informed you of receiving your cancellation request.
  • Our company reserves all rights to cancel or reschedule an appointment in case a member of our staff has been involved in an accident or any other unexpected circumstances.
  • We reserve the right to cancel an appointment in case the property where the cleaning is suppose to take place is hazardous to the health or well being of our team members.



Insurance

  • All individual cleaners of the company hold a public liability insurance
  • All claims for damages or breakages should be reported within 24 hours of the cleaning session and said claims will be covered by the liability insurance of the cleaner that was involved in the incident.
  • The company will not disclose any personal or confidential information about it’s cleaners unless it’s absolutely necessary.
  • The company reserves the rights to refuse the disclosure confidential company information to third parties or clients.
Claims
  • Our cleaning company will not consider refunds once a cleaning session has been completed
  • We will not be liable to pay third party fees in case in regards to checkout reports. In case a re-clean occurs the client will have to cover the expenses for a re-clean checkout if such is requested by the estate agents or the landlord.
  • All services will be deemed to have been completed up to the client’s satsfaction unless a written notice is received on one of our official communication channels in up to 24 hours after the session has been completed. We will investigate complaints thoroughly in a timely manner and try to resolve the problems to the satisfaction of the client, or alternatively to a reasonable standard.
  • In case a re-clean session is required the client agrees to let our team resolve the issues and disputes about the areas or items which have not been cleaned up to the required standard. In case a third party has been in the property the client loses his/her right for a free re-clean from our company.
  • The client must be present at all times during the re-clean session and point out the problematic areas from the initial session.
  • Our company will only provide one re-clean session per service, which means that in case we have performed an end of tenancy cleaning which wasn’t up to the client’s standards, we will only come and re-clean once and no further claims will be taken into consideration.
  • Although our team members will make every effort not to break or damage any items accidents do happen. We will do everything in order to replace them with identical items, but we can’t guarantee that we’ll be able to find the same items.
  • We may require entry to the property which requires a re-clean within 24 hours of the claim in order to rectify the problems.
  • In case an item was damaged by us, our company will repair it at a reasonable price after comparing quotes from at least 3 different companies (if possible). 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. This liability applies only once the payment for the service has been received in full.

Liability

  • The Company shall not be liable for any third parties or their actions who enter or are present at the Client's premises during the cleaning visit. Our team members will not be granting entry to the property to any third parties even if a request is made by the client.
  • Items which the company will not be held accountable or liable for include : jewellery, art, cash, antiques or any items which hold sentimental value to the client, the property owner or the current tenant. The company can not be held accountable for items of sentimental value and we will only pay the current cash price of such items.
  • We require items of monetary value or sentimental value to be stored safely somewhere (preferably outside of the property) in order for them not to be damaged or thrown away by our cleaning technicians.
  • The company will not be held accountable or responsible for any existing damage to the client’s property in the form of burns, stains on cupboards, upholstered items, etc as well as spillages. Our team members will make every effort to clean said damages using all of the latest industry cleaning methods, but we can not guarantee their full removal.
  • Our company will not be held liable for the shrinkage of carpets as a result of poor fitting.
  • Our technicians will do their very best to try and clean your appliances up to the highest standards, but we can not guarantee all dirt will be removed completely. In case  these appliances have not been cleaned since their initial purchase, there might be ingrained dirt that cannot be cleaned or removed using chemicals.
  • In case you have booked a service including freezer cleaning, said freezers must be defrosted prior to the cleaning session. In most cases the time-frame for a cleaning session will not allow us to wait for a freezer  to de-frost completely, thus not allowing us to thoroughly clean it.
  • In case furniture or people are still present at the property at the time of an end of tenancy cleaning, the client loses the 48 hour guarantee for a free re-clean. We can not guarantee that the property will be in pristine condition if there are people still living there or if furniture is still present, as moving furniture isn’t included in the cleaning service.
  • Carpet cleaning isn’t included in the end of tenancy cleaning 48 hour guarantee, which means that a free re-clean of problematic areas of the carpet is not offered by our company even if the services are booked together and you have taken advantage of the discounted carpet cleaning service
  • In case a carpet has not completely dried and furniture has been placed on top of it, resulting in damage, our company will not be held responsible.
  • Our company is not liable and will not be held responsible for any wear or discolouration which has appeared after the dirt has been removed.
  • In case the customer has provided us with preferred cleaning detergents, we are not to be held accountable for damaging any surfaces.
  • In case the client has booked an after builders cleaning, we will not be held accountable if the session was not finished up to the client’s standard if people were still working at the property, or have been present during the session.