PLEASE READ THE FOLLOWING TERMS AND CONDITIONS CAREFULLY.
Term of Agreement
No variation or alteration of these Terms and Conditions shall be valid unless approved in writing by The Company.
Customers must give a minimum of 24 hours’ notice if they wish to change or cancel the booked services.
The Customer agrees: 1. To provide access to The Company to the premises. 2. To settle all accounts by the due date.
1. Definitions
1.1. In these Terms of Business the following definitions apply:
“The Company”, “We”, “Us” – means Blue Breeze Cleaning Limited, Sophia House, 28, Cathedral Rd, Cardiff, CF11 9LJ.
“Cleaner”, “Cleaning Operative” – means the person or firm carrying out cleaning services on behalf of the Company.
“Client, Customer” – means the person, firm or corporate body together with any subsidiary or associated company as defined by the Companies Act 1985 to whom the cleaning services are supplied by the Company.
“Client’s Address” – means the address where the Client has requested the cleaning service to be carried out.
“Service” – means the cleaning services carried out on behalf of the Company.
“Cleaning Visit” – means the visit to the Client’s service address by the Cleaner in order to carry out the Service.
1.2. Unless the context requires otherwise, reference to the singular include the plural and references to the masculine include the feminine and vice versa.
1.3. The Headings contained in these Terms are for convenience only and do not affect their interpretation.
2. Contract
2.1. These Terms and Conditions represent a contract between Blue Breeze Cleaning Limited and the Client.
2.2. Both parties shall ensure that their respective responsibilities under this agreement are undertaken in compliance with all statutory regulations and codes of conduct.
2.3. The Client agrees that any use of the Company’s services, including placing an order for services by telephone, fax, email, live chat, website forms shall constitute the Client’s acceptance of these Terms and Conditions.
2.4. Unless otherwise agreed in writing by a director of the Company, these Terms and Conditions shall prevail over any other terms of business or purchase conditions put forward by the Client.
2.5. No variation or alteration of these Terms and Conditions shall be valid unless approved in writing by a director of the Company.
2.6. The Company reserves the right to make any changes to any part of these terms and conditions without giving any prior notice. Any alterations will apply to new business but not existing contracts.
3. Pricing
3.1. All orders are subject to a £40.00 minimum call out charge for domestic customers and £40.00 + VAT minimum call out charge for commercial customers.
3.2. All quotations are given by the Company following a request by the Client and shall remain open to acceptance for a period of 30 days from their date. The Company reserves the right to amend the initial quotation should the Client’s original requirements change or upon inspection of the property by us.
3.3. We use national average room sizes when calculating the price over the telephone and on the online booking form. For bedrooms bigger than 18 square meters and living rooms bigger than 38 square meters the price will increase.
3.4. Any charges like parking fee will be added to the Client’s invoice unless a different agreement was made.
3.5. If Company personnel 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 £10.00 charge will be added to the price of the service. The charge will cover only the pick-up of keys. If said keys need to be returned back to the pick-up address or any other address another charge of £10.00 will apply.
3.6. If the Client has a dog, cat or other hairy animal hair slowing down the cleaning process an additional 20% extra charge will be added to the service price.
3.7. If the client has booked a steam cleaning service (hot water extraction method) and upon inspection the material to be cleaned or treated are not suitable for cleaning or treatment the client will be charged a £20.00 fee.
3.8. Differences in excess of 10% will be discussed with the Customer prior to the start of the work.
3.9. The quotation excludes the clearing of debris left by tradesman or building work unless otherwise stated.
4. Access
4.1. The Client must provide electricity and running water at the premises where the service is conducted. Failure to provide these is subject to a £20.00 fee.
4.2. 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 is subject to a £20.00 fee.
5. Payment
5.1. Unless otherwise agreed in writing by the company, payment is requested on the completion of the work. The Client must make payment by cash, bank transfer or credit/debit card before the carpet cleaner leaves the Client’s premises.
5.2. If payment of bank transfer is agreed with the customer, it is to be arranged no later than a day before the day of the cleaning. The company reserves the right to cancel an appointment in failure of receiving the bank transfer in advance.
5.3. The Company reserves the right to charge interest on invoiced amounts unpaid for more than 30 days at the rate of 8% per annum above the Bank of England base rate from the due date until the date of actual payment under the Late Payments Act.
5.4. The Company reserves the right to charge £30.00 administrative fee, plus any solicitors’ fees, in addition to the balance due, for any account we must refer for collection.
5.5. All bank charges incurred due to a Client’s cheque being returned unpaid will be passed to the Client at a flat rate of £30.00 per cheque.
5.6. The Company reserves the right to cancel any contract and back charge additional for past services to reflect the balance of the standard rate(s) if any misleading or false information was used to obtain discounted services.
5.7. The Client agrees to and authorises the Company to charge his debit/credit card he has provided to the Company with any outstanding amounts owed to the Company.
5.8. The rates of payment by the Company shall be as agreed between the Company and the Client, or his representative. The Client shall make no reduction or retention from the sum due under any invoice.
5.9. All payments must be made in Great Britain Pounds.
5.10. Commercial Clients must make payment within 14 days of the invoice date.
6. Cancellations
6.1. The Client can cancel the scheduled service by giving prior notice 48 hours before the cleaning without incurring any cancellation fees otherwise a fee of £20.00 will be charged.
6.2. We reserve the right to refuse any cleaning job if the condition of the property is hazardous to the health and wellbeing of our operatives.
6.3. The cleaning company has the right to cancel or reschedule a service in cases where an accident or any unexpected circumstances have befallen the assigned cleaner or cleaning team.
6.4. The Customer must pay the full price of the booked service if:
6.4.1. Our cleaners arrive at the Customer’s address and are unable to gain access to the Customer’s property, through no fault of the Company. If the customer or third-party have prevented the cleaner to do their job. If keys are provided they must open all locks without any special efforts or skills;
6.4.2. If the Customer reschedules the service upon arrival of the Cleaning Operative onsite, a fee of £20.00 will be charged
6.5. If the Customer needs to change the cleaning service or time the Company will do its best to accommodate him. Any changes to booked cleaning service are subject to a 48 hours prior notice and availability.
7. Claims
7.1. The Client agrees that due to the nature of the service the Company guarantees only to correct any problems reported within 24 hours of the completion of the service. If a problem occurs on a Saturday it must be reported by Monday 12:00 in order to be accepted as a valid claim.
7.2. The Company may require entry to the location of the claim within 24 hours to correct the problem.
7.3.. If the Client or any third party instructed by the Client is not present at the time of completion of the service then no claims regarding any cleaning issues can be made.
7.4. If the Client instructs a third party to inspect the result from the cleaning then the Company must be notified before completion of the service.
7.5. In case of a third party inspecting or refusing to inspect the result from the cleaning then the Company cannot be held responsible for rectifying any outstanding cleaning issues not mentioned by the third party.
7.6. Any refunds or adjustments must be requested to the Company directly and subject to approval by the Company.
7.7. While the Company operatives make every effort not to break items, accidents do happen. Identical replacement is always attempted but not guaranteed. For this specific reason, the Company requests all irreplaceable items (whether monetarily or sentimentally valuable) be stored away.
7.8. The Company will not be responsible for damage due to faulty and/or improper installation of any item also old/worn out/damaged items. All surfaces (i.e., marble, granite, wood etc.) are assumed sealed and ready to clean without causing harm.
7.9. Any attempt to commit insurance fraud or any use of false information to commit any type of fraud will be prosecuted to the fullest extent of the law together by the Company and the Insurance Provider(s). Monetary compensation as well as legal fees may incur.
8. Liability
8.1. 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:
8.1.1. 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.
8.1.2. 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.
8.1.3. 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.
8.1.4. Non satisfactory result from the service due to the Client or third party walking on the carpets during or shortly after the cleaning process;
8.2. The Company shall not be liable for the shrinkage of carpets as a result of natural fibre carpets being wet cleaned.
8.3. The Company shall not be liable for the shrinkage of carpets as a result of poor fitting.
8.4. 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.
8.5. 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.
8.6. 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.
9. Refunds
9.1. The client understands that he/she is not entitled to any refunds. Refund will be issued only if:
9.1.1 The Customer has cancelled a cleaning service within the allowed time of 48 hours prior to the start of the cleaning service;
9.1.2 A cleaner has not been able to provide the cleaning due to reasons beyond the Customer’s responsibility.
9.1.3 According to Consumer Rights Act 2015 a price reduction can be issued only if a repeat performance cannot be provided from the Company within a reasonable time frame, which is equal to 14 business days upon completion of the service.
10. Complaints
10.1. We request that complaints or feedback be provided in writing (by letter or email) and include photographic evidence of the issued area and description of the issue within reasonable time of cleaning services completion, to ensure that the details are received in a clear and complete manner. Due to the nature of the service, reasonable time is equal to up to 24 hours upon completion of the service.
10.2. All cleaning services will be deemed to have been provided to the Customer’s satisfaction unless a written notice detailing the complaint is received by the Company within 24 hours upon completion of the service. The Company will fully investigate any complaints and attempt to resolve them to the satisfaction of the Customer, or alternatively to a reasonable standard.
10.3. The Customer agrees to allow the Company back to re-clean any disputed areas or repair damaged items, before making any attempts to clean those areas himself or arranging a third party to provide a cleaning or repair service with regards to the above and he/she should be at present at all times during the re-clean visit. Failure to do so will consider the matter is fully settled.
10.4. 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.
10.5. The Company reserves the right to return a cleaner not more than once.
10.6. According to Consumer Rights Act 2015 a repeat performance can be requested only if reasonable and is not in conformity with our requirements for a professional performance of the service.
10.7. Further to Consumer Rights Act 2015, the service should be performed with reasonable care and skills, however if it is in conformity with our requirements for a professional performance of the service or the requested cleaning service is inapposite for the situation, the company will not be liable for any future issues.
11. Supplementary Terms
11.1. If any estimates of how long it will take the cleaning 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 an office of similar size to the Client’s, it being difficult to estimate precisely how long such tasks may take and that a degree of flexibility may be required.
11.2. If any estimates of how long it will take the cleaning to fully dry after a hot water extraction clean are provided, that is only an estimate and therefore a degree of flexibility may be required.
11.3. The Client understands that the price he has been quoted is not for a “package deal” and does not include anything apart from cleaning agreed on the quotation.
11.4. Our cleaners are happy to move lightweight furniture. Due to Health and Safety regulations the cleaner will attempt to move only furniture that requires no more than one person.
11.5. All fragile and highly breakable items must be secured or removed before any cleaning takes place. Items excluded from liability are: cash, jewellery, items of sentimental value, art and antiques.
11.6. The Client shall ensure that all valuables are stored away when work is carried out and that the property is supervised by the Client or his representative at all times during the course of the work. The Company shall not be responsible for the Client’s failure to comply with this obligation.
11.7. The provisions of this contract are not intended to confer any benefit upon Third parties and the provisions of the Contracts (Rights of Third Parties) Act 1999, are hereby expressly excluded from this agreement.
11.8. The Client agrees to allow the Company back to re-clean and inspect any disputed areas before arranging a third party to carry out services.
11.9. The Company requires the presence of the Client or his/hers representative in the beginning and at the end of the cleaning session so an inspection can be carried out and if any corrections are needed, should be made on the same day. If a Client is not completely satisfied with the cleaning services, the Company will re-clean any areas and item/s before the completion of the service on the same day.
11.10. Client should appreciate that carpets often will not have a consistent appearance after cleaning by reason of differences in wear and tear. Sunlight will sometimes cause fading in areas of the carpet and cleaning cannot rectify this. Stains are not always visible before dirt is removed and it may not be possible to remove those stains completely. The Company will use its best efforts to provide a good result but Clients are asked to be aware of these limitations which are common to all cleaning operations.
11.11. The Company will arrange an immediate replacement should an operative can’t attend a scheduled visit, and will inform the Customer prior to the visit. The time may vary due to the last minute needed rearrangements.
11.12. The Company reserves the right to make any changes to any part of these Terms and Conditions without giving any prior notice. The Company may add to or alter these Terms and Conditions from time to time and any alterations or additions will apply to new business but not to existing contracts. Please refer to your copy of these Terms and Conditions.
12. Law
12.1 These Terms are governed by the laws of England and Wales, and are subject to the exclusive jurisdiction of the Courts of England, and Wales.
12.2 These Terms and Conditions are in regulation of the Consumer Rights Act 2015 and are not in imbalance in the parties rights or obligations under the contract.
12.3 The Terms are transparent for the purposes and expressed in plain and intelligible language and are legible.
12.4 The Terms are prominent for the purposes of the section and brought in such a way that a consumer would be aware of them.
13. Insurance
13.1. The Company shall insure all work it undertakes. The Company’s public liability insurance covers damages caused by a cleaning operative working on behalf of the Company and includes Treatment Risk and Fidelity Risk covers as standard. All claims are subject to an excess of £50.00.
14. After The Cleaning Service
14.1. By entering into a service agreement with Blue Breeze Cleaning Limited, the Client agrees that after the completion/termination of the cleaning service he/she will not hire or use any services provided by a present or past cleaner introduced to the Client by the company. If the Client wishes to hire or use services provided by such a cleaner then he/she must pay a referral fee of £1200.
15. Telephone Recordings
Calls may be recorded for training and quality purposes.