Terms & Conditions

 

  • We use national average room sizes when calculating the price over the phone.
  • We reserve the right to change the initial quotation if the Client’s original requirements change or upon an inspection of the property by us.
  • The Client must provide electricity and running water at the premises where the cleaning should take place.  Failure to provide these may lead to unsuccessfully finished, job which we will not be held responsible for. We reserve the right to cancel a job at premises where working without water and electricity is impossible, without refunding the Client’s fee.
  • The Client is responsible for providing us access to their property at the scheduled time or informing us in advance that a key should be taken if there would be no one in the premises on the day when the cleaning service should take place. If keys are provided they must open and close all locks without any special effort or skills. Failure to provide access to the property is subject to not being able to provide cleaning services and not refunding the Client’s fee.
  • We are not responsible for any activated alarm during a cleaning service visit. The Customer must inform us giving full instructions for disabling  and/or resetting any alarm systems on the premises.
  • We will not be responsible for access to the property denied by the concierge of the building. Being unable to enter due to a Client failing to inform the concierge of our visit may result in a non – refundable fee.
  • The Client is responsible for covering any parking/congestion expenses if applicable.
  • For every oven cleaning service booked, the oven must be turned off at least 2 hours before the commencement of the service in order to prevent any risk of injury.
  • If the payment is made by cash the Client must pay the cleaner/cleaning team upon their arrival on the premises.
  • If card payment or bank payment is agreed with the Customer, it is to be arranged not later than a day before the day of the cleaning and during our office working hours. We reserve the right to cancel an appointment without notice if we do not receive payment in advance.
  • The Client can cancel or reschedule the booked service by giving us at least 24 hours notice. Failure to provide us with the needed notice will result in non – refundable fee.
  • The Client can reschedule or cancel a next day appointment over the phone, by email or our web chat and during our working hours only. Failure to do so may result in a non – refundable fee.
  • The Client may terminate a regular cleaning service by giving at least 24 hours notice, during our office working hours, prior to the cleaning service in writing via email or over the phone. Failure to do so may result in a non – refundable fee.
  • The Client must pay the full price of a cleaning visit if the regular cleaning session is terminated less than 24 hours before the agreed start of the visit.
  • We reserve the right to refuse any cleaning job if the condition of the property is hazardous to the health and does not meet the health and safety standards.
  • Incidents may happen, so we reserve the right to reschedule a service in cases, where an accident has occurred, or when our cleaner/cleaning team has been injured.
  • The Company and some of the individual cleaners hold Public Liability Insurance.
  • Claims can be covered by the company and/or its operatives’ insurance, only if the damage/breakage is reported within 24 hours of the cleaning service visit.
  • The Company reserves any right to refuse disclosure of confidential company documents.
  • No refund claims would be considered once the cleaning service has been carried out.
  • We accept 24 hours notice if the Client is not satisfied with our services and will send the same cleaner to re-do the service free of charge. Please note that we fully investigate any complaint within 24 hours of the service being completed and attempt to fully resolve it, so please provide us with detailed information!
  • We reserve the right to only offer one recovery – clean per service.
  • We may require entry to the premises of the claim within 24hrs to correct the problem.
  • In case of damage, proven by the cause of us, we will repair the item on its cost. If the item can’t be repaired we will pay for the item’s actual cash value. This liability applies only once the payment for the service has been received in full.
  • We will not be liable for any third parties or their actions who enter or are present at the Client’s premises during the cleaning session.
  • We will not be liable for letting third parties in the premises while we are cleaning and the Client is not at home.
  • Refund for items of sentimental/personal value will be made only at its current cash value.
  • We request all irreplaceable items to be stored away and not cleaned by the cleaning operatives.
  • We will not be held responsible for any previous existing damage in the Client’s premises such as burns, spillages or old stains, which can’t be cleaned/removed completely by the cleaning operative.
  • We will not be held responsible for the shrinkage of carpets  as a result of poorly fitting.
  • We will not be held responsible for ingrained dirt that can’t be removed using chemicals. However we will do our best to make sure your appliances are cleaned to a high standard.
  • If an End of tenancy cleaning is booked fridges and freezers must be defrosted in advance! We do not clean fridges and freezers that haven’t been defrosted in advance!
  • We can’t guarantee 100% of our End of tenancy service when furniture or people are still present in the property at the time of the cleaning.
  • We will not be responsible for any damage caused as a result of the Client placing furniture on a carpet which has not completely dried.
  • We are not liable for any damages caused by faulty products/equipment provided by the Customer.
  • We will not be liable for completing jobs, other than the End of tenancy services, which are not listed on the Customer’s task list.
  • We do not guarantee 100% Post Builders cleaning services when building work has not finished and there are still people/builders present/working on site.
  • For regular services the Client agrees to pay cash to the cleaner directly on the day of the cleaning or by setting up a direct debit with Miss Merry at least 24 hours before the service commences. We reserve the right to suspend or cancel the service if payment is not received or a direct debit hadn’t been set up in advance.
  • We must be notified by email or over the phone regarding any changes in the agreed cleaning time, at least 24 hours and considering our office working hours, before the service is due to take place. Failure to do so may result in a non – refundable fee.
  • We do not require minimum term contract for the domestic cleaning services. We require just a notice, but at least 24 hours in advance, considering our office working hours, or 48 hours if the cancellation falls on Sunday, to stop the service.
  • The price for regular cleaning quoted to the Client over the phone only includes cleaning and ironing costs.
  • The Client agrees to provide a list of cleaning tasks required, and all detergents, supplies and equipment needed for the cleaning, unless otherwise agreed with the Company. All equipment and supplies should be in safe working order.
  • We can’t guarantee 100% service and would not be held liable for completing jobs where sufficient cleaning products or equipment were not supplied.
  • If meeting the cleaner is required by the Client, £10 should be paid to cover travel and time expenses.
  • Miss Merry agrees to perform the work specified by the Client in a professional manner using provision of cleaning materials and equipment given by the Client when booking regular domestic or one – off cleaning service. The cleaning equipment must be in full working order for best results from the cleaning visit. We will not be held responsible and no refund can be claimed by the Client for job in question, because of Client’s fault.
  • For the One – off cleaning services, the End of tenancy cleaning services, the Carpet and Upholstery Cleaning services, a deposit of 50% of the whole amount of the quotation, must be made in advance not later than the day before the cleaning visit is due to take place. If there is an outstanding balance it must be settled on the day the job is completed. The Client is responsible for providing a task list, cleaning materials and equipment. Each home is different, so we do not know exactly how long the cleaning would last. Some homes need only maintenance cleaning, but others need quite a bit of work and that takes longer.
  • For carpet and upholstery cleaning a minimum of £60 per visit applies.
  • The inventory check should be made not later than 24 hours of the performed cleaning service. We will not be held responsible for any dust or unclean surfaces if an inventory check is made after 24 hours of the service and no claims and refunds would be considered.
  • We do not clean newly painted walls, ceilings, gardens and exterior of buildings.
  • If the Client decides to cancel the One – off/End of tenancy/Carpet and Upholstery cleaning, we should be notified by giving us at least 24 hours notice. If not notified on time we will not refund any deposit paid in advance or will charge a cancellation fee of up to 40% of the quoted price of the booked service.

 

Miss Merry Ltd reserves the right to make any changes to any part of these terms and conditions without giving any prior notice. By ordering a service over the telephone, email or on the website, the Client agrees to the terms and conditions of Miss Merry Ltd.