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TERMS & CONDITIONS

These Terms are governed by the laws of England and Wales, and are subject to the exclusive jurisdiction of the Courts of England, and Wales

 

1. DEFINITIONS

“DC” means Devoue Cleaning which is register as Devoue Service Ltd (registered in England and Wales) and trading as Devoue Cleaning;

“Cleaner” means legal person carrying out cleaning services on behalf of DC;

“Client” OR “Customer” means the person, firm or corporate body together with any subsidiary or associated company as defined by the Companies Act 2006 to whom the cleaning services are supplied by DC;

“Service” means the ordinary Service that DC and the Client or Customer contracted for. That can be Office Cleaning, regular domestic cleaning, Washroom cleaning, a one-off end of tenancy cleaning, Carpet cleaning or after builders cleaning;

“Cleaning Visit” - means the visit to the Client’s service address by the Cleaner working on behalf of DC in order to carry out the Service;

“Notice” means any written notice sent to and by DC whether by email, text message or post to notify of changes in the contract or to raise a complaint.

2. CONTRACT

2.1 These Terms and Conditions represent a contract between DC and Customer or Client
2.2 Both parties DC and Client will ensure that their respective responsibilities under this agreement are undertaken in compliance with all statutory regulations and codes of conduct.
2.3 The Client agrees that any use of the Company’s cleaning service, including placing an order for services by phone, live chat, email, website forms will constitute the Client’s acceptance of these Terms and Conditions.
2.4 Unless otherwise agreed in writing by a director of the DC, these Terms and Conditions will prevail over any other terms of business or purchase conditions put forward by the Customer.
2.5 No variation or alteration of these Terms and Conditions will be valid unless approved in writing by a director of the DC.

3. QUOTATION

3.1. Clients are charged in accordance with the company’s price list and the type and the size of their property.
3.2 All quotations are calculated initially following by the customer’s request and according to description provided by the customer.

3.3 Quotations may vary according to actual size of work required at customer premises.

4. EQUIPMENTS

4.1. DC will offer all cleaning materials, supplies and carpet cleaning equipment required to provide the cleaning services.

4.2. The Customer must provide running water, power and electricity at the premises where the cleaning services are carried out by cleaners.

4.3. If the Client requests keys to be collected by DC’s operatives 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.
5. PAYMENTS

5.1 The Client must make payment either by cash, card or Bank Transfer.
5.2 DC reserve the right to charge interest on invoiced amounts unpaid for more than 14 days at the rate of 8% per annum above the Bank of England base rate from the due date until the date of actual payment under the Late Payments Act.
5.3 DC reserve the right to cancel any contract and back charge additional for past services to reflect the balance of the standard rate if any misleading or false information was used to obtain discounted cleaning service or if the given general requirements for the service and its professional performance would not be possible.
5.4 Where such alternative arrangements have been made the Client must make payment within 14 days of the invoice date.
5.5 The rates of payment by the Client will be as agreed between the Company and the Customer, or his representative. The Client will make no reduction or retention from the sum due under any invoice.

6. REFUND

6.1. Client is not entitled to refund once the cleaning service has been carried out.

6.2. Refund will be issued only if the Client has cancelled a cleaning visit within the allowed time (48 hours) prior to the start of the cleaning session and a payment has been already taken by DC.

6.3. Refund will be issued if a cleaning operative does not attend a cleaning visit, payment for which has been already collected by DC.
7. CANCELLATION

7.1. The Client can cancel the scheduled services by giving no less than 48 hours prior notice in writing, call, text or email. If the service is booked with less than 48-hours from when it takes place, the Client waives the right to cancel the booking. In case the service is cancelled, DC requires the customer to pay a 30% cancellation fee.  If the Customer reschedules the service to a different day & time, no cancellation/rescheduling fee is required.

7.2. There is an administration fee for cancellation equal to £70.00 or 30% of the cleaning service total (depending on the cancellation period) in less than 48 hours’ notice.

7.3. The Client need to pay the full price of the booked service if:
Our cleaners arrive at the Client’s address and are unable to gain access to the Client’s premises, through no fault of DC.

The client or third-party has prevented the cleaner to do their job. If keys are provided they must open all locks without any special efforts or skills;

The Client reschedules the service upon arrival of the cleaner on Client’s Premises; same should cover travel expenses to the Cleaning Operative.

7.4. The Client needs to change the cleaning service or time the Company will do its best to accommodate. Any changes to booked cleaning service are subject to a 48 hours prior notice and availability.

8. COMPLAINTS

8.1. We request that complaints or feedback be provided in writing (by letter or email) and include photographic evidence of the issued area and description of the issue within reasonable time of cleaning services completion, to ensure that the details are received in a clear and complete manner. Due to the nature of the service, reasonable time is equal to up to 48 hours upon completion of the service.
8.2. All cleaning services offered by DC will be deemed to have been provided to the Client’s satisfaction unless a written notice detailing the complaint is received by DC within reasonable time of services completion. DC will fully investigate any complaints and attempt to resolve them to the satisfaction of the Client, or alternatively to a reasonable standard.
8.3. The Client agrees to allow the Company back to re-clean any disputed areas or repair damaged items, before making any attempts to clean those areas himself/herself or arranging a third party to provide a cleaning or repair service with regards to the above. Failure to do so will consider the matter is fully settled.

9. CLAIMS

9.1. The Client agrees that due to the nature of the cleaning services DC guarantees only to correct any problems reported within reasonable time equal to 48 hours upon completion of the cleaning services. Failure to do so will entitle the Client to nothing.
9.2. DC may require entry to the property of the claim as soon as possible in order to rectify the problem.
9.3. The Client agrees to inspect the work immediately upon the cleaning is done and to draw the cleaners’ attention to any outstanding issues while they are still on site. The cleaners will provide any such additional work to the Client’s complete satisfaction.
9.4. If the Client or any third party instructed by the Client is not present at the time of completion of the cleaning services to inspect the work then no claims regarding any cleaning issues can be made.
9.5. If the Client instructs a third party to inspect the result from the cleaning service then DC must be notified before completion of the service.
9.6. In case of a third party inspecting or refusing to inspect the result from the cleaning service then DC cannot be held responsible for rectifying any outstanding cleaning issues not mentioned by the third party.
9.7. Any refunds or adjustments must be requested to DC directly and subject to approval by DC.
9.8. The Client waives his right to stop payment on his card or protests a Bank Transfer payment.
9.9. While cleaners send by DC make every effort not to break items, accidents do happen. Identical replacement is always attempted but not guaranteed. For this specific reason, DC request all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and /or not cleaned by the cleaners.
9.10. In case of confirmed damage, caused by cleaners, the Company will attempt to repair the item at its cost. If the item can’t be repaired DC will rectify the problem by crediting the client with the item’s present actual cash value toward a like replacement from a Company’s source upon payment of cleaning service rendered.
9.11. We will not be responsible for damage due to faulty and/or improper installation of any item also old/worn out/damaged items. All surfaces (i.e., marble, granite, wood etc.) are assumed sealed and ready to clean without causing harm.
9.12. No claims will be entertained if the Customer has an outstanding balance aged more than 14 days.

10. LIABILITY

10.1. DC will not be liable under any circumstances for any loss, expenses, damages, delays, 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:
Its failure to provide its services as a result of factors that are beyond its control. Factors beyond its control include acts of floods, severe weather condition, and inability to gain access to premises, lack of appropriate resources, such as water, electricity, and lighting;
Late arrival of DC’s cleaners at the service address. DC endeavours to be right on time on any visit but sometimes due to transport related and other problems which are beyond DC’s control, DC’s cleaners may arrive with a delay or the cleaning visit may be re-scheduled.
An existing damage to Client’s property in the form of old stains/burns/spillages etc. which can’t be cleaned/removed completely by the cleaners using the industry standard cleaning methods;
Non satisfactory result from the cleaning services due to the Client or third party walking on wet floors or using appliances during or shortly after the cleaning process;
10.2. DC will not be liable for any damages worth £40.00 or less.
10.3. DC will not be liable for any odours arising during and/or after cleaning service when this is due to factors such as, lack of ventilation, and/or appropriate heating.
10.4. DC will not be liable under any circumstances for any loss, expenses, damages, delays, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Customer if the Customer has an outstanding balance aged 14 days or more from the date the payment was due.
11. SUPPLEMENTARY TERMS

11.1. If the Client requests keys to be collected by DC’s operatives 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.
11.2. DC, reserves the right to re-evaluate rates at any time should the Client’s initial list of tasks changes.
11.3. DC 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.
11.4. If any estimates of how long it will take the Cleaner 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.
11.5. The Client understands that the price they have been quoted is not for a "package deal" and does not include anything apart from cleaning labour.
11.6. DC shall arrange an immediate replacement should an operative cannot attend a scheduled visit, and will inform the Client prior to the visit
11.7. DC shall not be liable for any damages, caused during washing.
11.8. All fragile and highly breakable items must be secured or removed.
11.9. The cleaning operatives are not allowed to use and work with bleach or bleach containing products. DC advises the Client to avoid supplying such products to the cleaning operatives. The Company shall not be liable under any circumstances for any damages to Client’s property caused by bleach/bleach containing products.
11.10. Damage claims will only be accepted by the cleaner if reported immediately after the visit in question or no later than 24 hours after that. No claims, made at a later stage, will be accepted by the cleaner. Upon termination of contract damage claims are only accepted for the last visit and only if they are made immediately after the visit and before the cleaner leaves the property.
11.11. Wear or discoloration of fabric becoming more visible once dirt has been removed is not a subject to insurance claim.
11.12. DC 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 be distributed to all existing and new clients. Please refer to your copy of these Terms and Conditions.

12. OUR GUARANTEE

12.1 DC has built its business and reputation by providing its clients with the best possible cleaning service available. Still, DC realises, that because its cleaners are human beings, they sometimes make mistakes. For this reason, DC offers you a guarantee. If the Client is not satisfied with the cleaning standard of certain areas after the cleaning and get back to DC within 24 hrs after cleaning, the operatives of DC will come back to the Client’s home and re-clean those areas free of charge.


13. REFERRAL CREDIT

13.1. Every Customer of the Company will receive a one-time credit of 25% for referring our upholstery cleaning service to another Customer. Credit will be issued after we receive cleared funds from the new Customer.
12.2 New customer also entitled to get 25% discount on the first contract of cleaning services.

 

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We are Devoue Cleaning, a professional cleaning services company based in London.