Please read these Terms and Conditions carefully.
Please refer to your copy of these Terms and Conditions, or alternatively you can request a copy by contacting the company.
Terms and Conditions
The Client agrees that by booking Oak Lane Cleaning Company they are bound by the Terms and Conditions.
These Terms and Conditions shall prevail over any other terms of business, purchase conditions, alterations or variations put forward by the Client, unless otherwise agreed or approved in writing by a Director of Oak Lane Cleaning Company.
These Terms and Conditions are governed by the relevant United Kingdom law, and by agreeing to be bound by them the Client agrees to submit to the exclusive jurisdiction of the relevant courts of the United Kingdom.
1. Regular Domestic and Commercial Cleaning Services
A. Oak Lane Cleaning Company provides regular domestic cleaning at price agreed with the customer during the consultation. This price is valid for 28 days only. Oak Lane Cleaning Company reserves the right to suspend cleaning services if payments are missing.
B. Any estimates of how long it will take our operatives to do the job required, the Client agrees it is only an estimate based on the average time it takes to clean a home or office of similar size to the Client’s. It is difficult to estimate precisely how long such tasks may take and that a degree of flexibility may be required.
C. If Oak Lane Cleaning Company 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 will apply.
E. Customer agrees to notify Oak Lane Cleaning Company of any building work, decorating or renovations due to start on the property.
G. Oak Lane Cleaning Company can end, and, or cancel all cleaning services with two weeks notice.
H. We will not bring Vacuum cleaners along with us to regular cleans. Please provide your cleaner with a vacuum to use. This is in order to preserve the cleanliness of your home and not transfer pet hair and cause allergies etc from one home to another.
2. End of Tenancy
A. Customer agrees that photographic evidence will be taken of the property in its current state and further photos will be taken on completion of cleaning. These photos will be kept confidential by Oak Lane Cleaning Company unless otherwise agreed with the client and will be made readily available upon request by only the customer or his/her representative.
B. Oak Lane Cleaning Company does not accept liability for any items which are already broken within the property. Photographs will be taken to support any claim of a broken item.
C. Oak Lane Cleaning Company are not liable for the complete removal of mould or damp penetration.
D. The standard end of tenancy cleaning service does not include cleaning of walls, ceilings, curtains, balconies, patios, exterior windows, carpets, washing-up or laundry. The property must be vacated.
E. Any property that is furnished will incur an extra 20% surcharge.
3. After-build Cleans
A. After Build Cleaning may take up to three times longer to clean than a well maintained home requiring a general clean. Oak Lane Cleaning Company are not liable for any unsatisfactory results if the client decides and books less hours than advised by the Manager. Oak Lane Cleaning Company will ensure to Oak Lane Cleaning Company cannot guarantee complete removal of dust as it circulates the air; whilst the cleaners will endeavour to remove all visible dust, Oak Lane Cleaning Company are not liable for any dust which settles after the cleaning service has finished. Oak Lane Cleaning Company are not liable for removal of dust or debris to areas which are inaccessible, clutter is in the way or fragile items which have not been moved prior to the arrival of the cleaners.
C. Customer agrees that photographic evidence will be taken of the property in its current state and further photos will be taken on completion of cleaning. These photos will be kept confidential by Oak Lane Cleaning Company unless otherwise agreed with the client and will be made readily available upon request by only the customer or his/her representative.
4. Oven Cleaning
A. Before and after pictures will be taken for our records.
B. Cooking trays/pyrex dishes will not be cleaned unless agreed PRIOR to service.
C. Glass can only be removed in ovens where the door is not sealed.
D. Our products are non toxic and the oven can be used straight away.
E. If Oak Lane Cleaning Company 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 will apply.
F. Please advise us of any non working items in your oven (lightbulbs etc) before commencement of service.
G. We cannot guarantee that all carbon and other burnt on substances will be removed from your oven.
H. A single oven is 1 oven with 1 heating element, a double is a full oven and a small grill on top with a separate door.
I. Hobs and extractors are priced separately, unless otherwise agreed.
5. Carpet and Upholstery Cleaning
A. Please move any furniture from the room that you can inc. coffee tables, chests of drawers. Any items not removed from the room will be cleaned around.
B. We are not liable for any damage occurred to items which have not been removed from the room.
C. We cannot guarantee that all stains will be removed from the carpet.
D. Upholstery and carpets will need time to dry after cleaning. Please allow up to 24 hours for furniture and carpets to dry fully. We do bring an air dryer to try to speed up this process.
E. Please refrain from sitting on cleaned upholstery or walking on freshly cleaned carpets until dry. We are not liable for any staining occurred whilst items are still damp.
F. Please advise our operative if there is anything you are unhappy with before the operative leaves.
G. Cleans are guaranteed for 24 hours.
H. We may take before and after pictures for our records.
I. The Client must provide electricity and running water at the premises where the service is conducted. Failure to provide these is subject to a £30.00 fee.
The Company shall not be liable under any circumstances for any loss, expense, damage, delay, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Client arising from or in any way connected with:
J. Its failure to carry out its services as a result of factors that are beyond its control. Factors beyond its control include acts of god, floods, severe weather conditions, and inability to gain access to premises, lack of appropriate resources, such as water, electricity, and lighting.
K. Late arrival of Company operatives at the service address. The Company endeavours to be on time on any visit but sometimes due to transport related and other problems which are beyond the Company’s control, the Company operative’s may arrive with a delay or the cleaning visit may be re-scheduled.
L. Any existing damage to Clients property in the form of old stains/burns/spillages etc. which cannot be cleaned/removed completely by the cleaning operative using the industry standard cleaning methods.
M. Non satisfactory result from the service due to the Client or third party walking on the carpets during or shortly after the cleaning process;
O. The Company shall not be liable for the shrinkage of carpets as a result of natural fibre carpets being wet cleaned.
P. The Company shall not be liable for the shrinkage of carpets as a result of poor fitting.
Q. The Company shall not be liable for carpets expanding or ripples forming during and/or after the cleaning when this is as a result of factors such as fibre content, wear and tear, weak backing and/or poor fitting.
R. The Company shall not be responsible for a poor result in cleaning where this is a result of considerable wear and tear and/or staining to the carpet fibres prior to the service being carried out.
S. The Company shall not be liable for any odours arising during and/or after cleaning when this is due to factors such as, lack of ventilation, and/or appropriate heating
Oak Lane Cleaning Company reserves the right not to be liable for:
A. Completing tasks which are not stated on our task list.
B. Cleaning jobs not complete due to the lack of suitable cleaning detergents and/or equipment in full working order, hot water or power (if these items are provided by the customer)
C. Third party entering or present at the customer’s premises during the cleaning process; Oak Lane Cleaning Company will clean an area once. Oak Lane Cleaning Company are not responsible for any mess/dirt made by any third party individuals during a clean once an area has already been cleaned.
D. Existing damage or spillage that cannot be cleaned/removed completely.
E. Any damages caused by a faulty or not in full working order detergents/equipment supplied by the customer.
F. If the customer has got items which need special cleaning methods and special cleaning detergents, Oak Lane Cleaning Company reserves the right to refuse the provision of the cleaning detergents and supplying the products. If agreed at the time of the consultation to use may such products supplied by the customer, Oak Lane Cleaning Company accepts no liability over the use of these products or any damage they may cause to surfaces or floors.
G. Oak Lane Cleaning Company are not responsible for any parcels left outside the property.
H. We will not be responsible for triggering any alarm systems. Customer should give any special instructions for deactivation/activation of any household alarm systems. Any associated costs in Alarm Company attendance or Alarm Company costs will not be deemed to be the responsibility of Oak Lane Cleaning Company.
J. Oak Lane Cleaning Company are not responsible for any pet hair or paw prints on floors that is present in the property once the cleaners have left.
K. If any service is stopped because a pet is considered aggressive in any way then the client will be responsible for settling the total cost of aborting this clean. Oak Lane Cleaning Company will not re-attend any property until a Manager has carried out a Risk Assessment and deemed it safe to continue.
H. Late arrival of Company operatives at the service address. The Company endeavours to be on time on any visit but sometimes due to transport related and other problems which are beyond the Company’s control, the Company operative’s may arrive with a delay or the cleaning visit may be re-scheduled.
5. Entry into Properties
Oak Lane Cleaning Company has four different options to choose from so that your cleaners have entry into homes.
1). Client may opt to not give a key to the company and be home on their day of cleaning. The client must be home during their specific time frame to let the cleaners in/out of the home. If no one is home when the cleaners arrive, the Client will be charged at the normal hourly rate of their clean.
2). Client may provide the company with a key. If keys are provided they must open the lock without any special efforts or skills. Client agrees to pay full price of a clean if there is a problem with customer’s keys. In the event of termination of the cleaning agreement, keys will be returned to the client within 48 hours of the final cleaning. For your protection, keys will not be linked to any information pertaining to the client. Keys are kept in a secured area and are crossed referenced in case of loss.
3). If a client chooses to leave their door unlocked, place the key under the mat, or leave their house key in an unsecured place for the cleaners to gain entry, the client releases Oak Lane Cleaning Company from all liability that arises from damage made before or after the cleaners leave the premises.
It is not necessary for the client to disarm their alarm system for their scheduled date of cleaning. If you would like, you may contact your alarm company and have a house cleaner code issued.
4). Customer may have a key box fitted to their house and share the code with their Cleaner.
6. Payment for Services and Refunds
A. The customer agrees to pay using our online payment system. We can make other arrangements for payments and these will be confirmed in writing.
B. Payments for Carpets/upholstery or oven cleaning should be made at time of cleaning via card or cash, unless otherwise agreed.
C. Any late payment will be pursued for 30 Calendar Days only. If payment is not made after 30 days of invoice then the account will be passed to a collections agency. Any action taken through the Civil Law Courts can result in the Client having an adverse credit rating.
D. Oak Lane Cleaning Company reserves the right to suspend cleaning services if payments are missing.
E. All payments must be made in Great Britain Pounds.
F. Payment is due 7 days after issuing the invoice for End of Tenancy Cleans, After-builder cleans, One-Off cleans and all Commercial Contracts. A 15% late payment charge will be added if payment has not been made.
G. Please refer to your payment terms on your invoice. Late payment will incur a 10% late payment charge, chargeable from the first day of late payment.
7. Price Increases
A. Oak Lane Cleaning Company reserves the right to adjust client rates at any time. You will be notified 28 Calendar days prior to any price increases.
A. If the customer cancels or wishes to make changes to their weekly or fortnightly clean, such as the amount of time spent in the property and does not give a minimum 48 hours’ notice, in writing/email/post/hand delivery, the customer agrees that he/she will still be charged for the cleaning service at full price.
B. A minimum of two weeks is required when cancelling your cleaning services in writing.
C. Upon cancellation, we will clean the property for a further 2 weeks; this is called the notice period. Once this period has elapsed all agreements will be terminated upon up to date payment by the client.
9. Missing cleans due to customer holidays
A. Please give Oak Lane Cleaning Company at least 10 Working Days only (for the purpose of clarification working days are considered Monday to Friday only.) If you do not require a clean whilst you are away from your property. Failure to do so will result in you being charged your normal cleaning rate.
10. Service Limitations
A. We do not climb higher than a 2-step ladder
B. We cannot move furniture over 15 lbs but will try to reach a visible place with an extension duster
C. If an area in the home is considered or has the potential to be considered a bio-hazard, that area will not be cleaned (emptying/cleaning cat litter boxes, human/animal excrement, etc.)
D. It is to the client’s advantage to have the home tidied up as much as possible allowing us to be able to get to all areas so that we can optimise your cleaning. Oak Lane Cleaning Company provide light straightening of the areas that we clean. If such areas/surfaces are cluttered at the time of cleaning, your team will clean around those areas and you will be notified.
E. If our Cleaning Operatives damage or break any fixtures or fittings, it must first be inspected by our Area Manager and any repairs will be made either by a company of our Insurer’s choice or our repairs team. If the client refuses this service, Oak Lane Cleaning Company will not be liable for any costs forwarded to us.
F. The Client is responsible for providing access to their property at the scheduled time. If keys are provided they must open and close all locks without any special efforts or skills. Failure to provide access to the property will result in the full cost of the clean being charged.
11. Complaints and Claims
A. Client 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.
B. In case of damage Oak Lane Cleaning Company will try to repair the item/s if it agrees that it caused the damage. If the item/s cannot be repaired Oak Lane Cleaning Company will rectify the problem through its insurance company by crediting the Client with the item/s if it is proven to be by our personnel.
C. Oak Lane Cleaning Company reserves the right not to be responsible for: delay for a cleaning visit due to a traffic congestion, job not complete due to lack of hot water or power and suitable cleaning materials and/or equipment in full working order provided by the Client, third party entering or present at Client’s premises and obstructing the cleaning process.
D. Customer agrees to photos being taken of the areas that have been re-cleaned.
E. Customer agrees to photos being taken of objects/areas which the customer may feel has not been cleaned properly in the past and/or from a previous re-clean.
F. Any allegations of a criminal nature will be passed to Police and our Legal team to resolve with you immediately at the time of reporting. Oak Lane Cleaning Company takes very seriously any allegations of this nature and will ensure a thorough internal and external investigation takes place, keeping the client involved throughout.
G. The client understands that he/she is not entitled to any refunds.
H. If the Client is not satisfied with the cleaning service provided and a complaint has been placed in the stated 24 hours after the job has been completed, the Company reserves the right to return a cleaner and re-clean any areas to Client’s satisfaction. Therefore the Client must allow the cleaner to be returned and he/she should be at present at all times during the re-clean visit.
I. The Company reserves the right to return a cleaner not more than once.
J. We shall not be responsible for any damage caused as a result of the Client placing furniture on a carpet which has not completely dried.
K. The Company shall not be liable for the shrinkage of carpets as a result of poor fitting.
L. We are not responsible for any existing damage to Clients property in the form of old stains/burns/spillages etc. which cannot be cleaned/removed completely by the cleaning operative using the industry standard cleaning methods.
14. Valuable items.
A. The customer agrees to remove any cash, valuable jewellery or items which are highly breakable from sight of cleaners, or any other item considered valuable either financially or sentimental. This is to protect both customer and employees.
A. Oak Lane Cleaning Company has a Public and Employer’s liability insurance. The policy will cover any accidental damages caused by an operator working on behalf of Oak Lane Cleaning Company, reported within 24 hours of service date.
B. Insurance cover does not include anything that may break down or stop working at any time such as: dishwasher, washing machine, oven, cookers, extractor fans, fridge, freezer, etc., any other items, instability of which the Client is already aware for such us bathroom appliances or any fixtures. The Client is obliged to warn the Company or the Cleaner about appliances that are poorly fixed or not in full working order.
C. Oak Lane Cleaning Company are insured to look after customers keys.
16. After Cancellation of the Cleaning Service
A. When entering into an agreement for services with Oak Lane Cleaning Company you agree not to solicit for hire any staff member introduced to you by Oak Lane Cleaning Company for any home-related services.
B. The Client acknowledges the Company invests significant resources in recruiting, selecting and training its Cleaners. Unless the Company gives prior written permission, the Customer must not, directly or indirectly, engage, employ or contract with any Cleaner to provide domestic or commercial cleaning services to the Customer or any associate of the customer for any period during which services are provided by the Company and for a period within 6 months after the conclusion of any Service. The 6 month period remains in effect even if the Cleaner leaves the employment of the Company during this period. The Customer acknowledges that the Company may suffer loss and damage, including, without limitation consequential loss, as a result of a breach of this clause by the Customer.
C. If you are found to have solicited one of our staff members, please be advised that our referral/ training fee is £600 payable to Oak Lane Cleaning Company immediately upon employing our staff for any services to your home/ business. Your cleaner (s) will also be immediately terminated.
These terms and conditions shall be governed by the relevant United Kingdom law, 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.