Terms and Conditions

Terms & Conditions – West London Clean

When the Customer makes a booking and uses West London Clean’s services, it constitutes the Customer’s acceptance of these Terms and Conditions.

  1. SERVICES

 A. REGULAR DOMESTIC CLEANING

  1. West London Clean offers regular domestic cleaning services which are carried out weekly, fortnightly, monthly or once-off, according to the customer’s requirements. Refer to ‘Services’ on the website.
  2. A Minimum duration of 2 hours per cleaning visit applies for all domestic cleaning services.
  3. The sales advisors can only give an estimate of the duration of the cleaning service, which is based on a basic description of the customer’s premises. Please note that the duration may vary therefore a degree of flexibility is required. The hourly rate quoted on the Estimate email is not affected but the total cost of the job is amended if the duration varies.
  4. The customer agrees to provide a task list and all necessary cleaning equipment and supplies for the required work, unless other arrangements have been made with West London Clean where a cleaner provides his or her own cleaning equipment and supplies. All cleaning equipment supplied by the customer should be safe and in full working order.
  5. If the customer does not have cleaning equipment and supplies and asks West London Clean to provide a cleaner with such, the customer understands that an applicable charge will be incurred.
  6. Cleaners work according to a tailor-made checklist and any special/additional requests are to be made to the sales advisors in writing, where an additional charge may be incurred.
  7. West London Clean will not be responsible for triggering any alarm systems. The customer should give any special instructions for deactivation/activation of any household alarm systems.
  8. The customer understands that the price quoted per the Estimate email does not include anything other than cleaning.
  9. West London Clean requires that cleaners take photos before and after the clean to maintain accurate records.
  10. All fragile and highly breakable items must be secured or removed.
  11. The customer is obliged to allow the cleaner access to the toilet/washing facilities while performing the cleaning services.

B. SPECIALISED CLEANING

  1. West London Clean offers specialised cleaning services which include Deep Cleaning, End of Tenancy cleaning and Carpet Cleaning. Refer to ‘Services’ on the website.
  2. The customer accepts that cleaning appliances such as the oven/stove/hood, refrigerator, washing machine, dishwashing machine and dryer are additions to the clean and therefore come with additional charges and time.
  3. The customer accepts that carpet and/or upholstery cleaning are additions to the clean and therefore come with additional charges and time.
  4. West London Clean reserves the right to amend the initial Estimate email, should the client’s original requirements change.
  5. A minimum duration of 3 hours per cleaning visit applies.
  6. The sales advisors can only give an estimate of the duration of the cleaning service, which is based on a basic description of the customer’s premises. Please note that the duration may vary therefore a degree of flexibility is required. The time needed to complete the service is based on the condition and size of the property.
  7. Cleaners work according to a tailor-made checklist and any special/additional requests are to be made to the sales advisors, where an additional charge may be incurred.
  8. Cleaning equipment and cleaning supplies are provided by the cleaners with all specialised services.
  9. For End of Tenancy cleans, premises must be empty of anyone living in there, furniture, boxes and all personal belongings. In the event of the premises being a furnished apartment, cleaners will not move furniture that is too heavy to lift without considerable strain and effort. Dragging across the ground is forbidden.
  10. The customer agrees to switch off the refrigerator 24 hours prior to the service date as a defrosted refrigerator is required.
  11. West London Clean requires that cleaners take photos before and after the clean to maintain accurate records.
  12.  The customer is obliged to allow the cleaner access to the toilet/washing facilities while performing the cleaning services.
  13. The customer agrees to arrange car parking near the service location. If there are any parking costs incurred, it is for the customer’s account.
  14. West London Clean provides an End of Tenancy certificate for all its end of tenancy cleans.

2. PAYMENTS

  1. Payment can be made with a debit or credit card on the West London Clean booking form. A payment hold will apply for 48 hours before the payment is taken from the card. This 48-hour period allows the client to report any issues and have West London Clean resolve them. West London Clean will not share the customer’s card details with a third party.
  2. Should a customer not wish to pay with a debit or credit card, a direct transfer to West London Clean’s bank account can be made 48-hours prior to the date of the job.
  3. The Customer agrees that any outstanding amount owed to West London Clean can be charged from the debit/credit card the customer has provided at the time of the booking.
  4. All our pricing is inclusive of VAT.

3. GUARANTEE

  1. West London Clean recommends that the customer is available on site to inspect the clean, and any areas not meeting the customer’s criteria can be cleaned again on the spot. Cleaners are trained to request a walkthrough after each job.
  2. Failing point A above, West London Clean has built its business and reputation by offering customers the best possible cleaning service available. The company recognises that because its cleaners are human beings, they sometimes make mistakes. For this reason, the company offers a Guarantee. Should the customer not be satisfied with any areas that have been cleaned, the company offers a 48-hour guarantee of one free reclean of those areas.
  3. The Guarantee will not apply if the condition of the premises has deteriorated since the original cleaning was undertaken because of : a) time lapse. b) a third party, other than the customer/landlord/agent for inspection purposes, has entered the premises.
  4. There is no guarantee for the removal of mould as it often causes damage to the surfaces it is found on.
  5. There is no guarantee on the removal of carpet, floor or upholstery stains due to age, cause and previous treatment.

4. REFUNDS

  1. The customer understands that he/she is not entitled to any refunds and West London Clean does not offer any refunds in place of a reclean.

5. COMPLAINTS PROCEDURE

  1. The customer accepts and understands that unsatisfactory service must be reported in writing within 48 hours of the service date, including weekends, since the company operates Monday to Sunday.
  2. All services shall be deemed to have been performed satisfactorily should the company not be notified in writing within the 48-hour period of the service date.
  3. The complaint must be reported in writing to the sales advisor on [email protected].
  4. All complaints are handled by the sales advisors who conduct a thorough investigation.
  5. Should a reclean be warranted, the company requires at least 48-hours’ notice to carry out its Guarantee of one free reclean.
  6. The customer understands that access to the premises must be granted to carry out the reclean. Failure to grant access, for whatsoever reason, will result in the Guarantee being null and void.
  7. The customer understands that the clean should take place after the move-out date as cleaning is compromised when the premises are occupied, with sufficient time set aside to carry out a reclean if required.
  8. The customer understands that, following the company’s Deposit-Back Guide, the landlord/agent’s inspection must be carried out within the required time frame of 48 hours from service date, excluding weekends, should the customer wish to base its complaint on the inspection report.
  9. Should the customer not make use of the company’s Guarantee and uses the services of a third party, no third-party fees will be covered by the company.

6. PUBLIC LIABILITY INSURANCE & CLAIMS PROCEDURE

  1. West London Clean has a Public Liability Insurance for accidental damages caused by a cleaner working on behalf of West London Clean.
  2. Any damages suspected of having occurred during the clean must be reported to the sales agent in writing to [email protected] within 24 hours of the service date.
  3. The customer acknowledges that claims are subject to an excess which is payable by the customer.
  4. West London Clean reserves the right to refuse to share any of the company’s confidential documents.

7. LIABILITY

West London Clean reserves the right not to be liable for:

  1. Completing tasks which are not stated on the booking form;
  2. Cleaning jobs not completed due to the lack of hot water, power and suitable cleaning supplies and/or equipment supplied by the client;
  3. Third party entering or present at the customer’s premises during the cleaning process;
  4. Any previously damaged items/areas on the premises;
  5. Complaints reported after the time frames specified in these Terms.
  6. Access not granted to premises.
  7.  The late arrival of a cleaner at the service address. Cleaners endeavour to be on time but sometimes due to transport related and other problems which are beyond the cleaners’ control, the cleaners may arrive with a delay. The sales advisors will advise the customer of a delay and a degree of flexibility is required.

8. CANCELLATION

ALL CLEANING

  1. The Customer may cancel or adjust the time of a cleaning visit/s by giving at least 24 hours advanced notice.
  2. A 50% cancellation fee will apply in the event of insufficient notice given.

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. West London Clean reserves the right to make any changes to any part of these terms and conditions without giving any prior notice. Should any of the above clauses change all existing customers will be notified. Please check this website for updates.