Terms & Conditions
By ringing and creating a booking with Sweetness Cleaning, you agree to these terms below. All bookings will require a 50% deposit. All jobs cancelled within a 48 hour time frame, unless of a serious nature, will forfeit their deposit. Cancellation charge is 10% to cover admin fees and loss of earnings. Your deposit can be made via BACS payment or in cash payment on the day.
If you are not completely satisfied with any part of your service, we will return to your home to re-clean the area/task within 24-hours. This will not apply if you are home upon completion. If you are home and notice that the cleaner overlook something please don’t keep it to yourself, tell the cleaner to re-clean the area or call our office before the cleaner leaves your home. Please contact the office as soon as possible during our normal business hours. Sweetness Cleaning has a 24 HOUR WARRANTY PERIOD from the day of completion of the cleaning excluding if the work has been signed off by client if present on the job, with no exceptions. If we have missed an area, damaged or broken an item, please call within that time frame and we will come out and re-clean the area in question. We work very hard to avoid these issues by training our staff to be careful and detail oriented, and by inspecting our work. Complaints filed more than 24 hours after the completion of cleaning fall outside the warranty period, and unfortunately may not be covered. Sweetness Cleaning will not be held responsible for repair or replacement of items broken or damaged due to pre-existing wear and tear, incorrect installation, assembly or usage. ANY contact and additional work requests of the same job nature made to Sweetness Cleaning outside of the 24 warranty period will be charged a fee of £50.00 callout.
Sweetness Cleaning is not responsible for not completing or providing the Service as a result of a breach of a warranty by the Customer (including a failure by the Customer to provide, a safe working environment or unencumbered access to the Premises); or any damages caused by defective cleaning materials or cleaning equipment provided by the Customer; not completing or providing the Service as a result of the Cleaner not proceeding for health and safety reasons; any loss or damage incurred by the Customer or any third party as a result of the effects of a force majeure, being any event beyond the reasonable control of Sweetness Cleaning not completing or providing the Service due to an act or omission of the Customer or any other person at the Premises during provision of the Service; existing dirt, wear, damage or stains that cannot be completely cleaned or removed; any wear or discoloring of fabric or surfaces becoming more visible once dirt has been removed; any loss incurred as a result of any breakage or damage to goods, items of value (including antiques, items of sentimental value) or the Premises; or the cost of any key replacement or locksmith fees, unless keys were lost by Sweetness Cleaning or the Cleaner.
KEY HOLDING FACILITY:
Sweetness Cleaning offer the service of key holding, all keys held are kept within a locked key safe on secure premises. In addition to this Sweetness Cleaning offer two emergency callouts per year Free of Charge, any subsequent callouts will be charged at our normal hourly rate.
The Customer agrees to pay the price quoted by Sweetness Cleaning in full prior to or at the Service Time, unless otherwise agreed in advance with Sweetness Cleaning. We do offer a BACS payment method, which is due ON THE DAY of completion and no later. If no payment has been made by the Service Time, Sweetness Cleaning will use reasonable endeavors to contact the Customer for payment. In the event that Sweetness Cleaning cannot contact the Customer or payment is not made by the Service Time, the Customer will be deemed to have cancelled the Service, and the Customer must pay any cancellation fees. If after 7 working days residentially the job has still not been paid for or 14 days commercially, you agree for us to bill you £40.00 and to pursue you for payment legally and compensate us for both our time and expenses in doing so. Payments may be made via BACS payment or in cash.
Sweetness Cleaning offer no refunds or gift certificates. Our cleaning is personalized and tailored to each individual customer and our labor and service charges are final.
Any appointment cancelled less than 48 hours prior to the scheduled appointment time will be subject to a 10% cancellation fee.
LATE PAYMENT FEE:
Where Sweetness Cleaning has agreed to invoice the Customer for payment of fees after the Service has been completed, the Customer agrees to pay in full, all fees due, within 14 days of the invoice date for commercial cleaning. Residential cleaning customers agree to pay in full upon completion of the job. The Customer agrees that if Sweetness Cleaning has not received payment in full for the Service within 7 days of the original invoice date then a late payment fee of £40 applies after the first 7 days for residential or 14 days commercial until the 28th day, after this interest will be charged on the fixed rate of 10% per annum on each day that any amount remains outstanding thereafter. In addition to the amounts set out above, the Customer agrees to indemnify Sweetness Cleaning for all legal costs (on a solicitor and own client or full indemnity basis, whichever is greater) and other expenses incurred by Sweetness Cleaning in connection with a demand, action, or other proceeding (including mediation, out of court settlement or any action taken for recovery of debt from the Customer) arising out of a breach of these terms including the failure by the Customer to pay an amount by the due date. ·
APPOINTMENT ARRIVAL TIME WINDOWS:
If you wish to be present during the cleaning visit, please be advised that we provide arrival windows of about 1 HOUR, such as between 8:00am – 9:00am or 10:00am – 11:00am. Many things can affect our schedules, such as cancellations, lockouts etc. If we happen to be running late to your appointment you will be contacted as soon as possible and provided with a new expected time of arrival.
Our employees are very important to us, and we are determined to keep them safe, so they do not use tall ladders or move anything heavier than 20kg. These types of activities put our Carpet Cleaners and Cleaners in danger of back injury or could even damage something in your home such as scratches on your wood floors. This includes moving fridge freezers, ovens, washing machines and other heavy items. If you require the floor to be cleaned under an appliance or similar, it is your responsibility to move these items for us.
Although it’s not necessary to tip Sweetness Cleaning, it is encouraged, and of course the best way to say job well done! We appreciate any overpayments, tips and donations to Sweetness Cleaning as being a recognition of a great company.
OVERPAYMENTS, DONATIONS AND ERRORS.
Sweetness Cleaning will accept all donations, tips and overpayments as a goodwill gesture for our continued hard work. We ask our customers to DOUBLE check all payment information is correct BEFORE making any payments to Sweetness Cleaning Via BACS, and to DOUBLE check CASH amount BEFORE paying Sweetness Cleaning. We will not be held responsible if our clients overpay, pay us in error intentionally/unintentionally, tip or donate us extra money than stated on the invoice. It is the CUSTOMER’S responsible to ensure both the invoice is paid on time and paid once. The price quoted is the price you pay, anything extra you pay will be accepted as a tip or donation whether intentional or unintentional. You can not tip, then change your mind. Reimbursements are at the discretion of the company and may incur an administration fee of 45% for both admin and accountant charges, in addition to bank and transfer fees.
Please note, we do not clean serviceable items as part of any of our cleans. Serviceable items include cooker hood filters. Any item that is recommended to be replaced by it’s manufacturer should be done so by the client and not included within a clean. You can find exactly what we clean on our task list on our website.
STAINS AND PRE-EXISTING MARKS.
Sweetness Cleaning will inspect the carpet, upholstery and stains before our work commences. Stains derived from bleaching agents such as ‘Vanish’, acids and permanent dyes may be permanent and cannot be removed with any treatments, regardless what carpet cleaner you use. Sweetness Cleaning does not guarantee stain removal for permanent stains. Sweetness Cleaning cannot be responsible for any pre-existing condition that is not apparent upon visual inspection or the premises. We will try our best with the commercial products we are trained and insured in, to remove all stains we find. We do not have a 100% spot or stain removal success rate. Stains and spots are dependent on many factors such as, time since the stain happened to when it’s being cleaned, sunlight and lighting conditions, what the customer immediately applied to the stain and more.
-By booking with Sweetness Cleaning you accept our terms of business. All bookings will require a 50% deposit before job commences. Paid for via BACS.
-Bookings cancelled with a 48hr time frame, unless of a serious nature, will forfeit a 10% fee.
-You must notify Sweetness Cleaning within the 24 WARRANTY period if you are unhappy with our work, this condition does not apply if you are present on the job and have signed the job off. Any claims made after 24 hours will incur a £50 callout.
-You must ensure we have access to electricity, water and entrance into the property.
-Sweetness Cleaning will not use ladders or lift/move anything heavier than 20KG as a matter of safety. Anything heavier than this you are required to move.
-Any unpaid invoices AFTER 7 days residential, 14 days commercial, will automatically generate an immediate £40.00 late payment fee up until the 28th day. After the 28th day we will charge you 10% interest each day. By accepting our terms and conditions you also agree to pay anything owed to Sweetness Cleaning within 7/14 days or for us to take legal action.
-Payment sent to us in error, donations given as a client or tips are the clients responsibility. Reimbursements are at the company’s discretion and will incur administration charges. We ask our clients and people acting on behalf of our clients to ensure payments is made correctly as stated on our invoices. We take no responsibility for incorrect payments or overpayments.
– We do not clean serviceable items i.e cooker hood filters. Please see our task list for what we do clean.
Thank you for doing business with us and supporting small businesses within your area. We look forward to working with you and appreciate your continued work.