Domestic Cleaning
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Terms and Conditions

Regular domestic cleaning & regular office cleaning

Terms and ConditionsService cost is between £10.80 and £14.40 (inclusive) per hour per cleaner and is subject to signing a Cleaning Service Agreement with Top Cleaners. Minimum of 3 hours per cleaning visit applies unless agreed otherwise. Customer agrees to provide a list of tasks and all cleaning materials and equipment needed for the required work, unless other arrangements have been made with Top Cleaners. All cleaning equipment should be safe and in full working order. If the customer does not have cleaning materials or value on utility and laundry cards and customer asks Top Cleaners to purchase said items on their behalf, customer understands that an applicable service charge will be assessed. If a Top Cleaners operative needs to collect keys from a third party's address outside the postal code of the premises where work is to be carried out then a £10 charge may apply. The client understands that the price quoted is not for a "package deal" and does not include anything apart from cleaning and ironing labour. If any estimates of how long it will take our operatives to do the job required are being provided that is only an estimate based on the average time it takes to clean a home or office of similar size to the customer's, it being difficult to estimate precisely how long such tasks may take and that a degree of flexibility may be required.
The client is liable for an employment referral fee of £500.00 should he/she directly engage anyone currently employed/sub-contracted by Top Cleaners within the one year period to such employment. The Client agrees to pay this fee whether he notifies the Company of his actions or Top Cleaners discovers this employment independently at any time after it occurs. The Client further agrees to reimburse Top Cleaners for any and all collection or legal fees Top Cleaners incurs in collecting this fee.

One-off cleaning

Top Cleaners reserves the right to amend the initial quotation, should the client's original requirements change. Minimum of 3 hours per cleaning visit applies. Customer agrees to provide a list of tasks and all cleaning materials and equipment needed for the required work, unless other arrangements have been made with Top Cleaners. All cleaning equipment should be safe and in full working order. If the customer does not have cleaning materials or value on utility and laundry cards and customer asks Top Cleaners to purchase said items on their behalf, customer understands that an applicable service charge will be assessed. If Top Cleaners operatives need to collect keys from a third party's address outside the postal code of the premises where work is to be carried out then a £10 charge may apply. The client understands that the price quoted is not for a "package deal" and does not include anything apart from cleaning labour. If any estimates of how long it will take our operatives to do the job required are being provided that is only an estimate based on the average time it takes to clean a home or office of similar size to the customer's, it being difficult to estimate precisely how long such tasks may take and that a degree of flexibility may be required. The customer is advised that a one-off spring cleaning may take double the length of time required for a general cleaning. Post Construction Cleaning (After Builders Cleaning), Post Party Cleaning or Badly neglected homes may take up to three times longer than a well maintained home requiring general cleaning. Therefore we advise the customer to ask for our special cleaning services: After Builders Cleaning (please see End of Tenancy Cleaning's terms).

End of tenancy cleaning

Top Cleaners 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. Not included in the service price are: walls, ceilings, curtains, balconies, patios, exterior windows, carpet cleaning, emptying and putting items back in cupboards/wardrobes/drawers, emptying, cleaning and putting back books on bookshelves, washing up and cleaning cutlery. All of the above-mentioned services, excluding walls and ceiling cleaning, are available at an extra charge. The property must be vacated. If Top Cleaners operatives need to collect keys from a third party's address outside the postal code of the premises where work is to be carried out then a £10 charge may apply. If the customer requires cleaning service after building work has been carried out recently (service also known as After Builders Cleaning which takes up to twice the time needed for successful completion of the required tasks) then a 30% from the standard End of Tenancy Cleaning quote will be added.

Carpet Cleaning

Top Cleaners 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. If Top Cleaners operatives need to collect keys from a third party's address outside the postal code of the premises where work is to be carried out then a £10 charge may be added to the price of the service. All carpet-cleaning prices are subject to a minimum call-out charge which depends on the area (usually £50).

Payment

All outstanding balances for cleaning services carried out (except regular domestic and office cleaning) are payable by cash, debit/credit card, direct debit or cheque made payable to Top Cleaners upon completion of the job on the day of the service. If paying by cheque, a cheque guarantee card is required and the customer will be responsible for all bank and legal charges resulting from a dishonoured cheque.

Claims

Top Cleaners has a public and employer's liability insurance which includes "Treatment Risk". The policy will cover any accidental damages caused by an operative working on behalf of Top Cleaners. There is £250 excess on any claim. The customer accepts and understands that poor service; breakage/damage or theft must be reported within 24 hours from our service date. Failure to do so will entitle customer to nothing. Top Cleaners advises that the customer or a customer's representative must be present at the time of completion of the job so an inspection can be carried out and any corrections made on site on the same day. 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. In case of damage Top Cleaners will repair the item at its cost. If the item cannot be repaired Top Cleaners will rectify the problem by crediting the customer with the item's present actual cash value toward a like replacement from a Top Cleaners’ source upon payment of cleaning services rendered. If the customer is not completely satisfied with a cleaning job, a complaint must be logged within 72 hours from the cleaning day. Top Cleaners will re-clean any areas and items to customer's satisfaction.

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. Key replacement/locksmith fees are paid only if our operatives lose keys. Top Cleaners reserves the right not to be responsible for: cleaning job not complete due to the lack of suitable cleaning materials and/or equipment in full working order, hot water or power; third party entering or present at the customer's premises during the cleaning process; wear or discolouring of fabric becoming more visible once dirt has been removed; failing to remove old/permanent stains that cannot be removed using standard carpet cleaning methods; existing damage or spillage that cannot be cleaned/removed completely using provided by the customer cleaning materials and equipment or standard carpet cleaning equipment; any damages caused by a faulty or not in full working order materials/equipment supplied by the customer; accidental damages worth £50 or less; any accidental damages caused by our cleaners if the customer has an unpaid balance owed to Top Cleaners.

Cancellation

Regular domestic cleaning, office cleaning

Customer may cancel a cleaning visit/s by giving at least 24 hours advanced notice. Customer may terminate the whole service by giving 30 days prior notice in writing and specifying the last cleaning date. Customer agrees to pay the full price of the cleaning visit if the customer cancels or changes the date/time less than 24 hours prior to the scheduled appointment. Customer agrees to pay the full price of the cleaning visit in the event of a lockout caused by our cleaners being turned away; no one home to let them in; or problem with customer's keys. If keys are provided they must open the lock without any special efforts or skills. Customer agrees to pay the full price of one cleaning visit in case of a termination of the service if the customer has given less than one week advanced notice. Customer has the right to terminate the service without giving one week advanced notice but by giving 24 hours advanced notice before or immediately after the first cleaning visit only.

One-off cleaning

Customer may cancel the scheduled cleaning job at least 24 hours prior to the agreed start time. Customer agrees to pay £30 cancellation fee per cleaner if the customer cancels or changes the date/time less than 24 hours prior to the scheduled appointment. Customer agrees to pay £30 cancellation fee per cleaner in the event of a lock-out caused by our cleaners being turned away; no one home to let them in; or problem with customer's keys. If keys are provided they must open the lock without any special efforts or skills.

End of tenancy cleaning & Carpet cleaning

Customer may cancel the scheduled cleaning job at least 24 hours prior to the agreed start time. Customer agrees to pay 40% of the quote as a cancellation fee if the customer cancels or changes the date/time less than 24 hours prior to the scheduled appointment. Customer agrees to pay 40% of the quote as a cancellation fee 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. If keys are provided they must open the lock without any special efforts or skills. If an initial deposit has been paid to Top Cleaners then the customer agrees that deposit funds may be used to cover the cancellation fee. Guarantee period for the service is 72 hrs

Appendix

By ordering Top Cleaners’ service by telephone, e-mail, fax or Top Cleaners’ website the customer agrees to be bound by Top Cleaners’ terms and conditions.

The relevant United Kingdom law shall govern these terms and conditions, and by agreeing to be bound by them the customer agrees to submit to the exclusive jurisdiction of the relevant courts of the United Kingdom.

Top Cleaners reserves the right to make any changes to any part of these terms and conditions without giving any prior notice. Please check this website for updates.

Copyright © Top Cleaners 2001 - 2015. All rights reserved

Dimemo Ltd t/a Top Cleaners
Registered in England and Wales No. 5333947
Registered office:
Unit 76, London Industrial Park
Roding Road
London E6 6LS