Terms and conditions

We, EF Cleaning Services Limited, advise you to read our Terms and Conditions carefully as, by using our website or booking cleaning or other services with us, you are agreeing to be bound by these. We may, at our sole discretion, vary these Terms and Conditions from time to time and without notice. In such instances, we will notify you that we have updated the Terms and Conditions only by posting the updated version at this web address. If you do not accept and agree to be bound by these Terms and Conditions, we respectfully advise that you do not make use of this website or of our services.

  1. Pricing our carpet cleaning services

When providing telephone quotations, we base our calculations on UK average room sizes.

EF Cleaning Services Limited reserves the right to amend any quotation provided by phone or other means without visiting the property, should your actual requirements differ from those quoted for, or should the size, condition or some other aspect of the property reasonably be judged, when inspected, to differ from the specification quoted for.

Prices will always exceed the initial quotation where a living area exceeds 40 square metres in area, or a bedroom exceeds 20 square metres.

  1. Access to your premises

It is your responsibility, when contracting us to carry out cleaning, to ensure that running water and mains electricity are available at the premises where the cleaning is being carried out. A non-refundable charge of £50 will be made where these are not available.

It is your responsibility to ensure that we are able to access the premises to be cleaned at the time agreed, and that any keys that you provide for us to access the premises function fully and without abnormal effort to unlock and relock all doors to all areas to which we will need access. A non-refundable charge of £50 will be made where these are not supplied.

We accept no responsibility for disarming or rearming alarms at any premises at which we are contracted to carry out cleaning, nor any responsibility for inconvenience or expense caused by the triggering of any alarm at said premises. We will accept full and detailed instructions for disarming and rearming of alarms, and make every effort to carry out these actions, but you accept full responsibility and liability for any circumstances arising.

Carrying out your cleaning requires the use of heavy and bulky equipment. We ask that you make arrangements for convenient parking spaces for our vehicles close to the most convenient access doors to the premises. Where congestion and/or parking fees are incurred, we will seek reimbursement of these from you at time of billing.

  1. Payment

We accept payment for the cleaning and associated services we provide by means of cash, bank transfer or cheque. We do not accept payment by credit or debit card.

Once your payment has been processed and verified, EF Cleaning Services Limited will issue an invoice to you. This will normally be within seven days of receipt of full payment.

3.1 Paying in cash

We accept cash payment by any of the following four methods:

  • Direct to our cleaning staff – You may make payment in full, in cash, on completion of the work you have booked. Payment may be made directly to the EF Cleaning Services Limited operatives who have carried out the work.
  • Left for us in safe place on site – We will accept cash left for us, at your risk, in an envelope or other package secured safely at the premises being cleaned. If payment is to be made in this way, you must advise us in writing of the precise arrangements you have made, and we will verify having located and received the payment in due course.
  • Left for us on site with your agent – You may leave full cash payment for us at the premises being cleaned, in the care of a member of your staff or other person nominated to hold the payment on your behalf. If payment is to be made in this way, you must advise us in writing of the precise arrangements you have made, and we will verify having received the payment in due course.
  • Left for us off-site with your agent – in situations in which we are to collect and return keys at an address other than that of the property to be cleaned (a managing agent, for example), you may leave cash payment for us with a member of the staff or other person nominated to hold the payment on your behalf, at that address. If payment is to be made in this way, you must advise us in writing of the precise arrangements you have made, and we will verify having received the payment in due course.

If you have agreed to make payment in cash using one of the options listed above, and you do then not make the payment in the way agreed, or we are unable to receive the payment for reasons outside of our control, you must complete the payment in full within 5 working days, either by cash or bank transfer.

We supply full details required to transfer payment directly to us in the email which accompanies our invoice.

If we do not receive payment in accordance with the agreed payment terms, EF Cleaning Services Limited reserves the right to claim interest at the rate prescribed by current UK Late Payment Legislation guidelines, and also reserves the right to seek compensation for the cost of recovering any debt under said legislation.

3.2 Paying by bank transfer

  • By private individuals – EF Cleaning Services Limited is able to accept bank transfer payment from private individuals only when this is completed in advance of the work being carried out. The payment agreed must be received in full into our account (details of which will be provided to you by email, along with an invoice), not less than 48 hours before the work is due to be carried out. If payment has not been received on these terms, we reserve the right to cancel or postpone the services in question until payment has been received and verified and a new date and time can be scheduled.

 

If advance bank transfer is planned but is then not received by us a minimum of 48 hours before the work is carried out, we may agree to still carry out the services booked. In this case, you must complete the payment in full within 5 working days, either by cash or bank transfer.

We supply full details required to transfer payment directly to us in the email which accompanies our invoice.

If we do not receive payment in accordance with the agreed payment terms, EF Cleaning Services Limited reserves the right to claim interest at the rate prescribed by current UK Late Payment Legislation guidelines, and also reserves the right to seek compensation for the cost of recovering any debt under said legislation.

If you have advised us that you will make advance payment by bank transfer but fail to do so, we reserve the right to process a payment from a debit or credit card, details for which you have provided to us when booking our services.

  • By corporate customers – if you are a business or other corporate entity and wish to make payment by bank transfer, this must be received by us within 15 working days of provision of our services.

We supply full details required to transfer payment directly to us in the email which accompanies our invoice.

If we do not receive payment in accordance with the agreed payment terms, EF Cleaning Ltd reserves the right to claim interest at the rate prescribed by current UK Late Payment Legislation guidelines, and also reserves the right to seek compensation for the cost of recovering any debt under said legislation.

For each individual booking made by a business or other corporate entity for which payment is to be made by bank transfer and the quoted value of which is £400 or over, we will require a deposit of 50% of the full cost of the booking, made a minimum of 2 working days in advance of the booking being carried out. Where such a deposit is not received in advance, we reserve the right to cancel or postpone the booking.

We impose a rolling credit limit of £400 on all corporate and business customers. We are unable to accept further bookings for our services from any company that has reached or exceeded this limit.

3.3 Paying by cheque

  • Direct to our cleaning staff – You may make payment by cheque, handing the cheque to the EF Cleaning Services Limited personnel who have carried out your cleaning, on completion of the work. Our operatives will be able to provide you with details of to whom your cheque should be made payable. Please ask us if you would like us to provide these details to you in advance, by email, along with your invoice, so that you can raise your cheque in advance.
  • By post after the job – We accept payment by cheque from private individuals up to five working days after completion of your job. For business and corporate customers we accept cheques up to 15 working days after completion of your job.
  • If you have agreed, as either a private individual or corporate client, to pay by cheque and we do not receive payment in accordance with the agreed payment terms, EF Cleaning Ltd reserves the right to claim interest at the rate prescribed by current UK Late Payment Legislation guidelines, and also reserves the right to seek compensation for the cost of recovering any debt under said legislation.

3.4 Default on payment

Should you book cleaning or associated services and allow us to make arrangements to carry this out, or to actually complete the work, you will be deemed liable for the full cost of the services that have been organised or provided.

Should you fail to make payment either voluntarily or when requested so to do by EF Cleaning Services Limited, we reserve the right to take legal action to recover all sums owed to us. Furthermore, we may elect to publish the name of any individual or corporate entity defaulting on or withholding payment unreasonably in appropriate media, identifying such individual or corporate entity as a Bad Debtor. In such cases, we may also report Bad Debtors to the relevant UK financial authorities.

3.5 Your acceptance of our Terms of Payment

By placing any booking with us for cleaning or associated services, you confirm that you have read and accept the Payment Terms contained in section 3 of these Terms and Conditions

  1. Cancelling and rearranging bookings

You may cancel or reschedule any booking without charge providing you notify us not less than 48 hours before the scheduled appointment time. Failure to do this will incur a non-refundable charge of £50. You may cancel or rearrange an appointment by either email or telephone.

You may terminate your booking for a regular cleaning service by giving us 7 days notice prior to the final session. (So you may advise us one week that the next week’s session should be the last, but you may not advise that the clean being carried out that week should be the last.) To give notice, please email us specifying the date of the final clean to be carried out. We are always grateful to be notified of the reason for your decision, whatever this may be. (This clause does not refer to the need to cancel a single week’s appointment from time to time.)

You must make full payment for a regular clean if you are forced to cancel or reschedule without giving 48 hours notice, or if you must terminate a regular cleaning service with less than 7 days notice.

We reserve the right to decline or, on arrival, refuse to commence any booking for cleaning or associated services if we consider the condition of the premises to be dangerous or to expose our operatives to health hazards. Our operatives themselves are authorised to take this decision if they consider their health and safety to be in danger.

Should an accident or unforeseen circumstances prevent our assigned operatives from fulfilling a booking, we reserve the right to reschedule or cancel without liability of any kind. In such circumstances we will, without prejudice, do everything possible to minimise the inconvenience to you and to arrange to complete the work you had booked at the earliest possible opportunity, if you would still like us to.

  1. Insurance

Appropriate Public Liability Insurance is in place to cover both EF Cleaning Services Limited and our individual operatives.

You must register any claim for damage or breakage caused by our operatives with us within 24 hours of the booking at which said damage or breakage is believed to have occurred in order for us to entertain a claim against our insurance.

EF Cleaning Services Limited reserves the right to refuse disclosure of confidential company documents.

  1. Claims and complaints

We are unable to consider claims for refunds once a cleaning service has been carried out.

If you have a complaint about the work carried out at your premises, you must notify us of this in writing within 24 hours of the completion of the booking. We will then investigate your complaint thoroughly, making every effort to resolve this to your complete satisfaction. Where ‘your complete satisfaction’ proves difficult to gain, we will still aim to ensure the work is rechecked so that it has been delivered to prevailing industry quality standards.

You consent to allow us opportunity and access to return to examine and re-clean any part of your premises, the cleaning of which you have raised a complaint about, before engaging any third party to undertake the work.

During any rectification clean carried out as a result of a complaint raised by you, you must be present at the premises to discuss the issues and approve our rectification.

We reserve the right to make one rectification visit only as a result of any individual booking.

In the event of an accidental breakage caused by one of our operatives, we will make every effort to repair the damaged item or to arrange an identical replacement for you. Identical replacement may not always prove possible, however.

We may require access to the premises where the damage has occurred within 24 hours of you reporting the matter in order to inspect and make arrangements to address the issue.

Where damage is shown to have been caused by us, or where we accept liability, EF Cleaning Services Limited will pay for the repair of the damaged item. Where repair is not possible, we will credit you with the like for like present cash value of the item in question. In order to benefit from this compensation, you must first complete in full the agreed payment for the cleaning services as booked.

  1. Liability

EF Cleaning Services Limited accepts no liability for the safety or action of any third party entering or present at your premises during a booked clean. Our operatives are not authorised to grant access to your premises to any third party, including other workmen or service providers.

The liability of EF Cleaning Services Limited expressly excludes cash, art, jewellery, antiques, antiquities, heirlooms and other items of sentimental value. Liability for the loss or damage of personal or sentimental items is limited to the present value of equivalent, new items only.

We ask that items which you consider irreplaceable (either in terms of their monetary value or their sentimental significance) be stored out of reach of our operatives during your clean, and be excluded from the cleaning schedule.

We accept no responsibility for existing stains, spills, burns or other damage to your property. We will make normal efforts to clean items containing such existing damage using industry standard cleaning methods and materials, but do not undertake to remove or rectify such existing problems.

We cannot accept liability for carpets which shrink when cleaned due to having been fitted poorly in the first instance.

We make every effort to clean domestic appliances as thoroughly as possible, using appropriate materials and solvents. However, if appliances have not been cleaned thoroughly and regularly since purchase, they may carry ingrained stains which we will be unable to remove and for which we cannot accept liability.

If a freezer is to be cleaned, this must be defrosted thoroughly in advance of our visit. The duration of normal cleaning visits makes it impossible for us to defrost and clean within a visit.

If you have booked an End of Tenancy clean, there should be no people present (other than to grant access if desired), nor any furniture which cannot be readily moved for cleaning around and beneath. While we make every effort to carry out an End of Tenancy clean in any circumstances, we are unable to guarantee it unless the property is emptied of furniture and uninhabited.

Carpet cleaning bookings made as part of an End of Tenancy Clean is not included in the 48 hours guarantee that covers End of Tenancy Cleaning bookings.

We accept no responsibility for damage incurred should you replace items of heavy furniture on a carpet which we have cleaned and which has not been allowed to dry thoroughly.

We accept no responsibility for wear or fading of fabrics that may appear more evident once we have cleaned them, removing dirt that helped to obscure the problem.

We accept no responsibility for damage or loss caused as a result of using equipment or products supplied by you which prove faulty.

With the exception of End of Tenancy Cleaning, where we undertake to clean the premises to a standard recognised as appropriate for the commencement of a new tenancy, we accept no responsibility for undertaking duties that are not included on the task list you have supplied to us.

Where an After Builders Clean has been booked, but builders or trades are still working at the site at the time of the clean, or return to the site after the clean, we will make every effort to provide as thorough a clean as possible, but are unable to cover the clean with our Guarantee.

  1. Regular domestic cleaning

Payment is made either by setting up a regular standing order before the first cleaning session is carried out, or else by payment in cash to the cleaner during or on conclusion of the clean. If payment is not forthcoming, EF Cleaning Services Limited reserves the right to suspend or cancel your service.

Your regular cleaning service agreement will stipulate the duration of each visit. Should you wish to change the time to be worked (eg should you wish to switch from having a three hour visit each week to a four hour visit), you must notify us by email not less than 48 hours before the first visit you would like the modified hours to apply to.

We do not ask customers requesting regular domestic cleaning to enter into a minimum term contract. All we ask is that seven days notice is provide din writing should you wish to terminate your service.

The cost of domestic cleaning that we quote to you by email or telephone includes cleaning (and ironing if desired) labour only.

You must provide a list of the cleaning tasks that you would like to be covered. You are also responsible for ensuring that safe, serviceable and good-quality equipment, supplies and detergents are available at the property each week, and unless you have agreed with us that we will provide these.

We are unable to complete tasks for which insufficient cleaning materials or equipment has been provided, and accepts no liability for any inability to do so.

If you wish to meet with your cleaner at any time to discuss the way that you wish things to be done, we will be pleased to arrange this. A charge of £15 is made to cover the cost of the cleaner’s time and travel.

If particular items in your property require specialised and non-standard cleaning materials, we may at our discretion decline to provide these. In such a case, we will invite you to provide the materials you would like used, and to supply detailed instructions as to how cleaning should be carried out either to EF Cleaning Services Limited by email or telephone, or directly to your cleaner on arrival for the next scheduled visit.

EF Cleaning Services Limited and the individual cleaners working for us have in place Public Liability cover. Neither EF Cleaning Services Limited nor its insurers will be liable for any claim of less than £100 in value, nor for the first £100 of any claim.

If EF Cleaning Services Limited or its operatives have failed to fulfil their obligations to perform with reasonable care and skill under the terms laid out in this document, however, or have failed to perform their obligations at all or to any significant extent, EF Cleaning Services Limited may then also bear liability for the first £100 of a claim.

It is your responsibility to have in place adequate insurance cover against liabilities to EF Cleaning Services Limited for claims of £100 or less. Your general household insurance cover will usually serve in this regard. You should be able to produce a copy of an appropriate insurance policy and certificate if so requested by EF Cleaning Services Limited.

When entering into a service agreement with EF Cleaning Services Limited, agree that you will not at any time before, during or for a period of 5 years following on from the termination of such an agreement, hire or in any way retain the services of any cleaner or domestic cleaning service associated with a cleaner introduced to you by EF Cleaning Services Limited. Should such a situation arise, a charge of £1000 will be applied. EF Cleaning Services Limited reserves the rights to protect its interests in this matter in the Small Claims Court.

  1. Conditions of special offers

No promotional offer may be taken advantage of in combination with any other discount or offer.

Promotional offers are not applicable on minimum charges.

Promotional offers will generally be available on specific dates, at specific times and in specific areas only.

Specific Terms and Conditions apply to each promotion. Please contact us for full details.

When you register with us as a customer we may request your telephone number and email address. When you supply these, you consent to receiving email newsletters and SMS messages from us. You may, however, unsubscribe from these at any time using the link provided in the emails, or by texting back ‘STOP’.

By calling EF Cleaning Services Limited at any time you can obtain full details and clarification on all offers and promotions available.

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