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 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.
  • Parking, Congestion and Ulez charges are paid by the Client. Please note that VAT may also apply.
  • For every oven cleaning service booked, the oven must be turned off at least 2 hours before the start of the service so risk of injury is fully prevented.
  • 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 only. We reserve the right to cancel appointments without notice if we do not receive payment in advance.
  • If direct debit is chosen as a regular payment method it is to be set not later than the day before the cleaning and during our office working hours only.
  • The Client can cancel or reschedule the booked service by giving us at least 24 hours advance notice. Failure to provide us with the needed notice will result in a 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.
  • We accept a notice of 24 hours if the Client is not satisfied with our services and will arrange a re-do service free of charge. Please note that we do our best to investigate 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 24 hours to correct the problem.
  • No complaints will be accepted and no refunds will be considered if we had advised for a longer duration of hours required for the provision of proper cleaning results. This will apply in case our advice hasn’t been accepted by the Client. Some homes require light cleaning, but others take quite a lot of time.
  • No complaints will be accepted and no refunds will be considered if a quote is changed upon inspection of the property by us, but not accepted by the Client. Some homes need only maintenance cleaning, but others need quite a bit of work and that takes longer.
  • In case of damage, proven by the cause of us, we will repair the item at 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, so we could 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 equipment needed for the cleaning, unless otherwise agreed with the Company. All equipment should be in safe working order for best results from the cleaning visit. We shall not be held responsible for improper results due to faulty equipment.
  • The products the cleaners use are standard cleaning products that can be found in any regular shop. If a Client prefers the cleaning to be performed with eco – friendly products they must supply them in advance and before the service takes place.
  • If meeting the cleaner is required by the Client, £10 should be paid to cover travel and time expenses.
  • For first time customers and any other One – off cleaning service, End of tenancy cleaning service, Carpet and Upholstery Cleaning service and more a deposit of 50% of the whole amount of the quote, 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 End of tenancy cleaning is a service charged per job and not per hour. Some properties require more time and others less even though the final results might be the same.
  • The End of tenancy cleaning service is often performed by a team of operatives working on average duration of hours. It might be performed by two, three of four cleaners or by one on rare occasions.
  • 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.
  • Cleaning and washing cutlery and crockery is not a part of any Deep clean/Spring clean/End of tenancy clean/After builders clean. The cleaners will clean inside cupboards only If emptied.
  • Cleaning animal toilets, cases, aquariums, terrariums or feeding your pets it is not part of the service due to health and safety reasons.
  • Please note that If you have any of the following: moths, bedbugs, mice or other rodents you should contact Pest Control prior to our visit and no steam clean will help with the moths or bedbugs.
  • For carpet, upholstery and other types of steam cleaning a minimum of £60 + VAT per visit applies.
  • We can’t guarantee a 100% result after carpet steam cleaning if there are stains from make up and food or beverages that contain colouring. We will perform the so called “spot treatment”, but some liquids such as coffee, red wine or liquid lipstick are tougher to clean even after immediate treatment with proper chemicals. We though will certainly do our best to remove the stains and provide good results.
  • For carpet, upholstery and mattress steam cleaning we reserve the right to change the initial quote if we find blood, urine or excrements to be cleaned. We also can’t guarantee a 100% result as some of the mentioned may contain acid that might already be dissolved in the fabric. We though will certainly do our best to remove the stains and provide good results.
  • If the Client decides to cancel a service, we should be notified by giving us at least 24 hours notice. If not notified on time and during our office working hours we will not refund any deposit paid in advance or will charge a cancellation fee.

 

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.