TERMS AND CONDITIONS
The company agrees to perform the work specified in a professional manner using every care to accomplish a satisfactory service.
General
Before the initiation of our service, we offer a house visit free of charge to discuss details and give our recommendations.
We aim to provide you with the same cleaner on every scheduled visit.
We will provide a replacement cleaner in case of sickness, holiday, or absence.
Please note that we are not offering services for less than 2 hours.
In case you need to change your cleaning appointment, we would ask you to give us 48 hours notice so we could have time to adjust our schedules in accordance. If we are informed about a cancelation less than 24 hours before the scheduled visit, you will be liable to 50% of the payment.
In case that you like to cancel our service, you are required to give two weeks’ notice.
We have a contractual agreement with the cleaners to ensure that they work for you only under our management.
Prices are liable to change at any time to reflect in market demands and inflation.
We reserve the right of booking cancellation without notice or cause.
End of Tenancy, After Renovation and Spring Cleaning
Some exclusions apply for the service: wall cleaning, ceilings, exterior windows, curtains, washing up cutlery. Cleaning of balconies, gardens, rubbish removing, and carpet cleaning could be offered at additional prices, upholstery cleaning is not offered.
The property must be vacated with wardrobes and cupboards emptied. If freezer cleaning is required, it should be fully defrosted before the cleaner arrives.
Equipment
All necessary cleaning equipment and materials should be available on site (vacuum cleaner, mop, etc.) There should be easy access. All cleaning equipment should be safe and in a full working order. Alternatively, we can supply cleaning equipment and materials at an addition cost. Please contact us for more information.
If you have any surfaces that require specific cleaning products or techniques such as marble, granite or hardwood, you must inform us prior and give detailed instructions for cleaning, in addition to providing all products needed.
Insurance
All the cleaners carry on their own insurance to cover severe damage of your property for up to £1,000,000, subject to £250 excess.
If minor breakage or damage occurs as a result of our cleaning at your home or office, we will make every effort to have the item repaired or replaced. Items excluded from liability are: cash, jewellery, items of sentimental value, art and antiques.
Claims
If you’re not completely satisfied with the cleaning, please contact us as soon as possible. In all cases of complaint, we require information by telephone within 24 hours subsequent to the completed service.
Any claim must be used upon the current value of the article concerned at the time of work taking place, taking into account wear and tear. All fragile and breakable items should be removed or secured.
Key replacement fees are paid only if keys are lost by our cleaners.
Whiter House is not responsible for:
• work not completed due to the lack of suitable cleaning materials and/or equipment in full working order;
• work not completed due to lack of hot water or power;
• wear or discolouring of fabric becoming more visible once dirt has been removed;
• failing to remove old/permanent stains;
• any damages caused by a faulty or not in full working order materials/equipment supplied by the customer;
• any accidental damages caused by our cleaners if the customer has an unpaid balance owed to Whiter House.