Terms & Conditions
Please note that we do not provide any cleaning services, or any other service listed on this website ourselves. We simply provide the platform that connects users of this website with service providers that provide these services. Therefore, the contract for the provision of those services is between the user and the relevant service provider.
It is the responsibility of the relevant service provider to perform any services you request through House Cleans Ltd (and, if requested by you, to provide any cleaning materials required) and you agree to comply with any terms of service that apply between you and the relevant service provider.
By agreeing to these terms, you understand that you are entering into a separate contract with the service provider under which the details of the services shall be explained, these are at the absolute discretion of the service provider and are entirely separate from House Cleans Ltd.
It is your responsibility to ensure the service provider understands the details of this contract and any services that you wish for them to carry out. The number of cleaners (service providers) attending your property, may be different from that on your booking confirmation email, which is to act as a guide. If you require a specific number of service providers, please ensure this is detailed in your customer booking notes.
If a service provider that has been engaged through House Cleans Ltd causes any damage to your property in the course of providing services to you, responsibility for such damage will rest with the service provider.
Any complaints in relation to the services provided by a Service Provider, must be addressed with the service provider directly. However, if you are unable to resolve the dispute with them, please contact us to assist in resolving the issue.
To ensure the suitability and quality of the service providers, we perform a number of checks.These include, without limitation, conducting interviews, obtaining proof of identity and address and obtaining references. However, you acknowledge that, in carrying out any checks, we may be reliant on information supplied by third parties, and we cannot always guarantee the accuracy of such information. We also cannot guarantee that any particular serviceprovider is suitable for your purposes, and you use service providers at your own risk.
We do take all feedback very seriously and will remove a service provider from our website in the event of any complaints, if we deem it appropriate, but are under no obligation to do so.
When you first request services via our website, you will be asked to provide us with valid credit or debit card payment details to pay for the services you request. We will store your card details for such purposes,and you agree that we may undertake authorisation checks on that card (including when you use House Cleans Ltd to request the services of a service provider).
The amount you will pay will comprise: (i) a fee due to the Service Provider, for a regular service this will be based on the duration of the visit(s) (i.e. the number of hours worked); and (ii) a service fee due to us as stated on an invoice (which you can request through email@example.com) (or part thereof) worked by the Service Provider and (iii) Any additional extra services which you have selected during the booking process. We will issue you with a single receipt for the total amount paid by you in respect of each booking.
A hold may be placed on your debit / credit card 48 hours before the clean, please ensure there are sufficient funds in the account. This is not a charge – it is just a test to check there are sufficient funds to complete the clean. If there are not sufficient funds on the card, we will contact you. You will need to provide a different card in order for the service provider to go ahead with the clean. If you are unable or refuse, this will count as a cancellation within 48 hours of the clean.
Payment will be taken on the day of the service (or later) after the service has finished. Regular services will be amended to reflect the amount of time spent at the property by the cleaners (2 hours being the minimum payment for any service).
Payment will be taken from the debit / credit card supplied when the booking was made.
If any amount due from you remains unpaid, we reserve the right: (i) to charge reasonable administration costs; (ii) to charge interest (both before and after judgment) on the outstanding amount at the rate applicable to judgment debts under the Late Payment of Commercial Debts (Interest) Act 1998; (iii) to arrange for any further bookings made by you to be suspended; and/or (iv) to take such other action as we deem appropriate, including, without limitation, immediate, temporary or permanent withdrawal of your right to use House Cleans Ltd.
Use of your account
It is the responsibility of all users using our website to ensure the interrogatory and security of their username and password, we grant you usage of our website in order for you to manage your services with your service provider.
We reserve the right to remove your use of these services at any time for any reason. You are responsible for all acts carried out under your username and password whether done mistakenly or fraudulently by yourself.
The service provider is introduced to the user as a self-employed cleaner and the user shall retain the service provider under a “Contract for Services”, which for the avoidance of doubt shall be a separate contractual arrangement between the user and the service provider only. The user shall agree directly with the service provider the terms of that contract.
The user shall agree with the service provider directly what services are to be performed by the service provider, and such services shall form the basis of the service provider obligations under the Contract for Services to be entered into. The user may change the scope and manner of the services contracted for under the terms of the Contract for Services at any time by reaching mutual agreement with the service provider.
We will select a cleaner from our database, assign them to your clean and arrange for you to interview the cleaner when they first become your regular cleaner. Your first clean forms this interview, and you it is your choice whether you attend this interview or not.
At your request, we will endeavour to provide temporary cover if your cleaner is unavailable. We cannot guarantee this will be on your usual cleaning day and may require you to be present at the property to provide access to the cover cleaner. You will only pay the Agency fee for every hour of cleaning performed.
We will replace your cleaner if you ask, at any time. In this case we will introduce you to the new cleaner when they start working for you.
We will share your information with one or more of our registered domestic cleaners who has signed a worker’s agreement with us (this will be your regular cleaner, temporary cover cleaner or a replacement regular cleaner)
The user shall provide a safe working environment for the service provider at all times.
Electricity and hot water need to be available at the property in order for the service provider to complete the clean. If this is not provided or available this will be taken as a late booking cancellation and the entire booking fee may be charged.
If for any reason your service provider can’t attend the clean, then either they or we on their behalf will get in touch with you to arrange another date.
The service provider needs to be able to gain entry to the property. If the service provider is unable to gain access to the property this will be taken as a late booking cancellation and the entire booking fee may be charged.
You will be asked to provide a suitable parking location during the booking process. If this parking spot is unavailable and the service provider cannot park, this will be taken as a cancellation, and you may be charged the entire booking fee. Any costs incurred by parking will be added onto your bill.
THIS SECTION ONLY APPLIES TO END OF TENANCY AND ONE OFF BOOKINGS AND DOES NOT APPLY TO REGULAR CLEANING SERVICES, IT DOES NOT TRANSFER, OMIT OR CANCEL ANY OTHER TERMS OR SECTIONS : This will form part of your contract with the service provider and not House Cleans Ltd, Your obligations as a user are to facilitate the service provider to complete their work to the necessary standard and in a timely manner and it requires that; the property is free from trash, free from furnishings, the fridge and freezer is defrosted, there is not excessive mould, excessive lime scale, dirt, grime, faeces, blood or any other fluid which may cause the clean to take longer than anticipated, if this is the case then the service provider may ask to stay longer during the clean which may result in a further charge being applied. In any case when all of the listings above have not been met any guarantee, offer or invitation for a free re-clean will be void and not offered by the service provider.
Booking process and cancellation
All cancellations require at least 48-hour notice.
You can cancel, amend or reschedule your booking at any time up to within 48 hours of the start time of the clean.
If you wish to cancel or reschedule the booking within 48 hours of the start time you may be charged the entire value of the booking.
If you make a booking that is due to start within 48 hours, this policy still stands, and you may be charged for any cancellations or rescheduling.
You agree to treat service providers courteously and lawfully and to provide a safe and appropriate working environment for them in compliance with all applicable laws and regulations. You also agree to provide them with all reasonable information and co-operation required to enable them to provide the services you have requested.
By registering to use House Cleans Ltd, you agree that all bookings between you and service provider(s) will be made through House Cleans Ltd and that you will not engage or employ any service provider you have previously booked through House Cleans Ltd, or whose contact details you have received from us, to provide any services other than through House Cleans Ltd.
If anyservice provider offers to provide services to you other than through House Cleans Ltd, you must refuse such offer and notify us immediately. If you accept any such offer or if you make a similar offer to a service provider, we will immediately withdraw your right to use House Cleans Ltd (without any obligation to refund any fees already paid by you) and you will be required to compensate us in respect of any losses we suffer as a result up to a maximum of £500.
You also agree not to engage or employ any service provider you have previously booked through House Cleans Ltd, or whose contact details you have received from us, to provide any services for a period of six months after the date of termination of the legal agreement between us.
If you would like to make a complaint or provide any feedback about one of our service providers or their services, please contact at firstname.lastname@example.org as soon as possible. We’ll then contact the Professional and try to resolve any issues on your behalf.
THIS SECTION ONLY APPLIES TO END OF TENANCY AND ONE OFF BOOKINGS AND DOES NOT APPLY TO REGULAR CLEANING SERVICES, IT DOES NOT TRANSFER, OMIT OR CANCEL ANY OTHER TERMS OR SECTIONS : All of our service providers have agreed to offer a free re clean guarantee with all end of tenancy and deep cleans, excluding those made for a fixed amount of time at the users request. If your service provider has fallen short of the standards expected of them for this type of service they will re attend the property for free to fix any issues. In order to make use of this you will need to:
- Notify us within 48 hours of the clean finishing. This can be done at email@example.com
- Explain in writing what the issue is.
- You will need to include any relevant pictures to illustrate your issue or complaint.
If we deem there have been any valid issues raised, we will ask the service provider to re clean the property as required free of charge. We will make attempts for them to re-attend within 7 days of the original booking date. We will offer up to three possible re-clean times. If none of these are accepted by you then the service providers offer to re clean will end.
Due to the extremely varying conditions of carpets, none of our services providers will guarantee the service of, or offer a free re-clean on any carpet cleaning that has been carried out.
Your service provider has agreed by contract with us to take their own public liability insurance, excesses apply to this insurance policy, any claims under £300 will be unable to be processed by ourselves or your service provider. For a claim above £300 we will facilitate you contacting your service provider in order for you to begin making a claim with their insurance provider.
Since the cleaners work on an independent basis (self-employed individuals), we have no authority over them and, unfortunately, we are unable to intervene in case of non-compliance. It is up to the customer whether he/she would like to take further steps in order to assert the right to compensation from the cleaner. It is important to note that the decision on whether to settle the claim lies with the insurer, and their decision is final. The overall procedure may take some time, but rest assured we will try and keep you up to date throughout the whole process.
In the unlikely event something is damaged during your clean and you wish to make a claim, you must email firstname.lastname@example.org with the information within 48 hours of the damage occurring. It is essential that you attach necessary images of the damage. Claims cannot be made over the phone as we will require photos of any damage to allow us to make an accurate initial assessment of the claim. Any emails received after 48 hours will not be accepted.
Suspension and termination
We may at our absolute discretion and for any reason whatsoever cancel, terminate or pause your rights, access, accounts or permissions to make use of the House Cleans Ltd platform and any of the associated service providers. If this is the case your account will be withdrawn and you will no longer be able to make new bookings with us, if you create any new accounts with us after your rights to use House Cleans Ltd have been withdrawn then we reserve the right to cancel any cleans and charge for any cancellation fees.
If we withdraw your right to use House Cleans Ltd:
- you must, if applicable, immediately delete the App from all Mobile Devices; and
- you must not attempt to re-register to use House Cleans Ltd
Events outside our control
Other important terms
Nothing in the foregoing paragraph will limit our right to take proceedings against you in any other court of competent jurisdiction, nor will the taking of proceedings in any one or more jurisdictions preclude us from taking proceedings in any other jurisdiction, whether concurrently or not, to the extent permitted by the law of such other jurisdiction.
Other applicable terms
Information about us and how to contact us
If you wish to contact us, have a complaint or are required to give us notice in writing, you can send this to us by email at email@example.com. Or write to us at our registered address 60 Avonleigh Road, Bristol BS3 3JA.