You agree that any use of the services provided by Top Home Cleaning shall constitute your acceptance of the Terms and Conditions. Our cleaning service may be ordered by telephone or e‐mail and the client agrees to be bound by these Terms and Conditions.
1.1 In these Terms of Business the following definitions apply:
1.2 “The Company”, “We”, “Us” “Top Home Cleaning” – means Top Home Cleaning Limited, registered in England and Wales No. 10514954, registered address 39 Sandford Avenue N22 5EJ
1.3 “Cleaner” – means the person or firm carrying out cleaning services on behalf of The Company.
1.4 “Client” – means the person, firm 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 Company.
1.5 “Service” – means the cleaning services carried out on behalf of the Company.
1.6 “Cleaning Visit” – means the visit to the Client’s service address by the Cleaner in order to carry out the Service
2 Regular Domestic and Office Cleaning Services
2.1 A minimum of 3 hours per cleaning visit applies.
2.2 Top Home Cleaning provides regular domestic cleaning at the current hourly rate shown on our website for cleaning services organised on weekly or fortnightly basis.
2.3 Top Home Cleaning reserves the right to suspend cleaning services if payments are missing.
2.4 Any estimate of how long it will take our operatives to do the job required are being provided based on the average time it takes to clean a home or office of similar size to the Client’s and since it is difficult to estimate precisely how long such tasks may take a degree of flexibility may be required.
2.5 The Client agrees to provide a list of tasks and all cleaning materials and equipment needed for the required work, unless other arrangements have been made with Top Home Cleaning. If the Client does not have cleaning materials and asks Top Home Cleaning to purchase requested items on their behalf, she/he understands that an applicable charge will be assessed.
2.7 All cleaning equipment provided by the Client should be safe and in full working order.
2.8 The Client understands that the price he/she has been quoted does not include anything apart from cleaning, ironing labour and other duties specified in clause 3.5
2.9 If a Top Home Cleaning operative needs to collect keys from a third party’s address outside the postal code of the premises where work is to be carried out then a £10.00 charge will apply.
2.10 Top Home Cleaning will not be responsible for triggering any alarm systems. Customers should give any special instructions for deactivation/activation of any household alarm system.
2.11 Top Home Cleaning reserves the right not to continue with the job if on inspection it is found that the material to be cleaned or treated is not suitable for cleaning or treatment.
2.12 Top Home Cleaning will not continue with the job if basic utilities, for example water or power, are not available or if there is interference in the work from the Client or any other person.
3 About our Cleaners
The benefits of using a cleaner from our company comprise the following and contribute to minimising the risk and inconvenience of acquiring a cleaner privately:
3.1 Insurance cover for theft, damage to your property and personal injury to the cleaner is included. Key and lock replacement is also covered.Our cleaners are vetted for eligibility to work in the U.K., supplying us with evidence such as a passport, including a work visa if they are non-E.U., proof of identification such as a driving licence or passport and proof of address such as a recent bill or bank statement. Copies of their documents are held by us, so that the cleaners can be traced and they are aware of this.
3.2 Replacement cleaners can be provided, in case you are not satisfied with a particular cleaner or for sickness.
3.3 The same cleaner will work for you every session and you may have different tasks for each session.
3.4 Travel costs are included in the cleaner’s payment.
3.5 A domestic Cleaner is someone who will help you with your daily chores. Duties include:
• Cleaning inside windows
• Cleaning outside windows (ground floor only)
• Cleaning surfaces
• Washing dishes.
• General tidying
3.6 The Cleaners are not liable under the following circumstances:
• The products you supply cause damage to your items
• Should you have expensive items that need to be cleaned, you need to be sure that the products you supply will not damage your items
• When they are following your instructions
• When items break due to natural wear and tear
• When an incident occurs out of their control i.e wind knocking over a picture frame
3.7 Our Cleaners are liable for damages when they have physically caused the damage i.e dropping a plate, iron burn on clothes, spilling fluids etc.
3.7 You are responsible for supplying the Cleaner with clear written instructions on the products you use and where you want them to be used
3.8 Although our Cleaners will always do their best no matter what you ask of them, we would always advise you to get a specialist in to clean delicate furniture or furnishings.
3.9 Our Cleaners should not be asked to move heavy furnishings; wash dishes that have been left for days; clean chandeliers and very high tops; dispose of personal hygiene or similar items or clean outside the building.
4 Our Charges
4.1 You must pay on the day the service is provided unless any other payment term is agreed.
4.2 Payment can be made by cash, cheque made payable to Top Home Cleaning Ltd or by bank transfer.
4.3 We understand and will exercise our right to claim interest and compensation for debt recovery costs, under the late payment legislation, if we are not paid according to any agreed credit terms. After all reasonable attempts have been made to secure payment, all accounts beyond our credit terms will be passed to collection agency. All such accounts without exception will be subject to a surcharge of 8% plus any legal costs incurred in obtaining settlement.
5 Customer’s Obligations
5.1 To provide a safe working environment for our staff, e.g. safe electrical appliances, securely fixed wardrobes, cupboards, shelves etc.
5.2 To pay promptly for all cleaning hours provided.
5.3 During the period of this agreement and for a period of 12 months after the termination of this agreement, the client will not employ any staff that have been employed by Top Home Cleaning. The customer agrees that after the termination of the cleaning service he/she will not hire or use any domestic services provided by a past cleaner introduced to the customer by Top Home Cleaning until a period of 12 months have expired. If the customer does wish to hire or use domestic services provided by such a cleaner than he/she must pay a referral fee of £750 to Top Home Cleaning.
5.4 Top Home Cleaning reserves the right to claim any damages, loss of earnings, recruitment costs, training costs and any court costs where appropriate, subject to a minimum of £250.
5.6 Please ensure that access to your property is provided otherwise we are obliged to charge you. We can devote more of our time in providing you with the best of our professional services should you spend a few moments tidying before we arrive.
5.7 It is always essential you or a member of your household is present at the start and end of a One‐off or Spring Clean to ensure that you are happy and point out areas you want specifically cleaned.
5.8 We will not be held liable for work not completed, or not completed to a good standard, if other people, or tradesmen are working in the same property when our cleaners are working and carrying out the job.
6 Complaints and Claims
6.1 The customer accepts and understands that poor service, breakage/damage or theft must be reported within 24 hours from the service date. Failure to do so will entitle customer to no refunds or recovery cleanings.
6.2 Top Home Cleaning requires the presence of the customer or his/hers representative in the beginning and at the end of the cleaning session as an inspection can be carried out and if any corrections, should be made on the same day.
6.3 If the customer has scheduled an inventory check then it must be scheduled to commence no later than 24 hours after the cleaning job has been carried out.
6.4 Top Home Cleaning may take up to 7 working days to respond to a complaint.
6.5 Top Home Cleaning will not accept a complaint based on an Inventory check report, filed more than 24-hour after the cleaning session.
6.6 Complaints are accepted verbally over the phone and in writing (letter or e mail). Complaints must be reported on completion or in the following 24-hour.
6.7 All fragile and highly breakable items must be secured or removed.
6.8 Items excluded from liability are: cash, jewellery, items of sentimental value (the customer will be credited with the items present cash value), art and antiques.
6.9 In case of damage Top Home Cleaning will repair the item at its cost. If the item cannot be repaired Top Home Cleaning will rectify the problem by crediting the customer with the item’s present actual cash value toward a like replacement or make a replacement from a source of Top Home Cleaning’s choice upon payment of cleaning services rendered
6.10 Key replacement/locksmith fees are paid only if keys are lost by our operatives.
6.11 There is a £30 per household liability limit.
6.12 Top Home Cleaning agrees to keep all customers information confidential.
7.1 The Client may cancel a scheduled cleaning job up to 24 hours prior to the agreed start time.
7.2 The Client agrees to pay 50% of the quote as a cancellation fee if he/she cancels or changes the date/time less than 24 hours prior to the scheduled appointment.
7.3 The Client agrees to pay 50% of the quote as a cancellation fee in the event of a lock-out caused by our cleaners being turned away, no one home to let them in, no water or power available at the Client’s premises, or problem with clients keys. If keys are provided they must open the lock without any special efforts or skills.
7.4 If an initial deposit has been paid to Top Home Cleaning then the Client agrees that deposit funds may be used to cover the cancellation fee.
8 Our Guarantee
Top Home Cleaning has built its business and reputation by providing its clients with the best possible cleaning service available. Still, we realise, that because its operatives are human beings, they sometimes make mistakes. For this reason, we offer you a guarantee. If the Client is not satisfied with the Company’s service for any reason, the Company’s operatives will come back to the Client’s home and re-clean to his complete satisfaction.
Our guarantee is subject to a complaints notice no later than 24 hours after the completion of the service.