Our Terms and Conditions represent a verbal or written contract agreement. This contract is made between DMclean and the Client when the order is placed over the phone or by email. . You agree that any use of the services provided by DMclean shall constitute your acceptance of the Terms and Conditions. DMclean agrees to perform the work specified by the Client in a professional manner using every care to accomplish a satisfactory service.
1.1 REGULAR DOMESTIC CLEANING
1.1.1 The customer agrees to sign and return the Agreement to Regular Cleaners prior to the first cleaning visit.
1.1.2 DMclean reserves the right to suspend cleaning services if a weekly payment is missing or if paper work is not returned to DMclean prior to the first cleaning visit
1.1.3 Minimum duration of 2 hours per cleaning visit applies for all domestic cleaning services.
1.1.4 The sales advisors can only give a rough estimate of the duration of the cleaning service, which is based on a basic description of the customer's house. Please note that duration may vary therefore a degree of flexibility is required.
1.1.5 If collection of keys is required from a location outside the postal code area of the cleaning scheduled, £10
1.1.6 Customer agrees to pay the full price of a cleaning visit if the customer cancels or changes the date/time less than 24 hours prior to the scheduled appointment.
1.1.7 DMclean will not be responsible for triggering any alarm systems. Customer should give any special instructions for deactivation/activation of any household alarm systems.
1.1.8 The customer understands that the price quoted over the phone or email does not include anything apart from cleaning and ironing labour.
1.2 END OF TENANCY CLEANING
1.2.1 DMclean reserves the right to amend the initial quotation, should the client’s original requirements change or due to incomplete or incorrect initial information. Differences in the price will be added to the initial quotation.
1.2.2The standard End of Tenancy cleaning does not include cleaning of walls, ceilings, curtains, balconies, patios, exterior windows, carpet cleaning, upholstery cleaning, cleaning cutlery and laundry. All of the above mentioned services, excluding walls, ceiling cleaning and laundry are available at an extra charge. However if the Customer insists on cleaning of walls and ceilings then there will be an extra charge and DMclean cannot be held responsible for any unsuccessful results or any damage caused to the paintwork. Also if laundry service has been especially requested there will be an extra charge and please note that DMclean does not take any responsibility for damaging client’s clothing.
1.2.3 In order to commence work the property must be vacated.
1.2.4 If DMclean operative needs to collect keys from a third party’s address outside the postal code of the premises where work is to be done then a £10.00 charge may apply.
1.2.5 If there was a dog, cat or other hairy pet animal in the house/flat then an extra £10.00 may be added to the initial quote due to the extensive amount of animal hair slowing down the cleaning process, unless agreed in advance with DMclean .
1.3 ONE-OFF CLEANING / SPRING CLEANING
1.3.1 DMclean reserves the right to amend the initial quotation, should the client's original requirements change.
1.3.2 Minimum duration of 3 hours per cleaning visit applies.
1.3.3 If collection of keys is required from a location outside the postal code area of the cleaning scheduled, £10 .
1.3.4 The customer understands that the price quoted is not a "package deal" and includes only cleaning labour.
1.3.5 The sales advisers can only give a rough estimate of the duration of the cleaning service, which is based on a basic description of the customer's house. Please note that duration may vary therefore a degree of flexibility is required.
2.1 Payments that are later than 30 days will now be charged interest on the payment calculated at https://www.smallbusinesscommissioner.gov.uk/deal-with-an-unpaid-invoice/how-to-chase-an-unpaid-invoice/interest-calculator/
2.2 Payment is requested on completion on the day of the cleaning session FOR End of Tenancy cleaning
2.2.1 FOR Builders cleaning you have a 14 day deadline to pay upon completion of the project
2.3 Payment can be made in cash on completion of the service and has to be confirmed by
email from both sides (Client and DMclean)
2.4 Payment can be made by bank transfer with debit or credit card.
2.5 Customer understands that any 'late payments' may be subject to additional charges.
2.6 Payment within 7 days of the invoice date 5% charge will be added on top of the initial invoice due for every week outstanding.
2.7 If the payment is not received by 28 days from due date we send final reminder invoice including the late payment charge for every week.
2.8 After the final reminder we allow 3 days to receive the payment in full with charges and if the amount is not paid, then we are forced to refer your account to a third party, then extra cost may be added to the outstanding amount by the debt collection company.
2.9 You agree as part of this contract to pay this sum which represents our reasonable costs in collecting the unpaid amounts.
3. COMPLAINTS AND CLAIMS
3.1 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.
3.2 Dmclean 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.
3.3 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.
3.4 DMclean may take from 3-5 working days to respond to a complaint.
3.5 DMclean will not accept a complaint based on an Inventory check report, filed more than 24-hour after the cleaning session.
3.6 Complaints only accepted in writing (letter, e mail). Complaints must be reported on completion or in the following 24-hour.
3.7 All fragile and highly breakable items must be secured or removed. 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.
3.8 Key replacement/locksmith fees are paid only if keys are lost by our operatives. There is a £30 per household liability limit.
3.9 DMclean agrees to keep all customers* information confidential.
3.10 In case of damage DMclean will repair the item at its cost. If the item cannot be repaired DMclean will rectify the problem by crediting the customer with the item's present actual cash value toward a like replacement from a DMclean source upon payment of cleaning services rendered.
4.1 DMclean has a Public and Employer's liability insurance. The policy will cover any accidental damages caused by an operator working on behalf of DMclean, reported within 24 hours of service date.
4.2 There is £250 excess on any claim, of which £100 are paid by customer and £150 by DMclean.
4.3 DMclean reserves the right to refuse to share any of the confidential company's documents.
5. CUSTOMER SATISFACTION
5.1 Customer understands that he/she is not entitled to any refunds.
5.2 If the customer is not completely satisfied with a cleaning job, Dmclean will re-clean any areas and items to customer's satisfaction. Therefore customer must allow the cleaner to be returned.
5.3 Customer must be present at all times during the recovery-clean. DMclean reserves the right not to return a cleaner more than once.
DMclean reserves the right not to be liable for:
6.1 Completing tasks which are not stated on our task list.
6.2 Cleaning jobs not complete due to the not hot water or power.
6.3 Third party entering or present at the customer's premises during the cleaning process.
6.4 If the customer has got items which need special cleaning methods and special cleaning detergents, DMclean reserves the right to refuse the provision of the cleaning detergents.
7.1 The Customer can cancel or re-schedule a cleaning appointment by giving no less than 24 hours prior notice by email, telephone, text message.
7.2 The Customer agrees to pay £50.00 or 30% of the cleaning service total (depending whichever is larger) an administration fee for cancellation or re-schedule a cleaning appointment by giving no less than 24 hours notice.
7.3 Customer agrees to pay £50.00 or 30% of the cleaning service total (depending whichever is larger) an administration fee as a cancellation in the event of a lock-out cased by our cleaners being turned away; no one home to let them in; no water or power available at customer's premises; or problem with customer's keys.
7.4 If keys are provided they must open the lock without any special efforts or skills. If an initial deposit has been paid to DMclean then the customer agrees that deposit funds may be used to cover the cancellation fee.
Refund will be issued only if:
8.1 The Customer has cancelled a cleaning service within the allowed time of 48 hours prior to the start of the cleaning service;
8.2 A cleaner has not been able to provide the cleaning due to reasons beyond the Customer’s responsibility.