Terms & Conditions
1. Contract
1.1 These terms and conditions constitute an agreement between VS GROUP LTD and the client.
1.2 The Client agrees that any use of the Company’s services, including ordering services by telephone, e-mail,text message or website, will constitute acceptance of these terms by the Client.
1.3 No changes or changes to these Terms will be effective unless will not be approved and confirmed by a director of the Company.
2. Payment
2.1 The company charges a minimum deposit for some services include Deep cleaning, End of Tenancy cleaning of £25.
2.2 All work performed by the Company at your request, whether experimental or otherwise, will be charged accordingly. Any work performed by the Company on behalf of the Client is performed on the basis that the Client has fully approved the work, whether or not we have received an official order, provided that there is evidence of written or verbal confirmation of continuation, including a letter, text message or e-mail correspondence between the parties.
2.3 All prices are in pounds and include VAT.
2.4 At the end of project, we will issue an invoice depending on the agreed conditions.
2.5 Payment of the invoice fees must be made on the dates indicated on the invoice through Bank transfer, to the Bank account provided in Invoice.
2.6 All Cleaning service prices are reviewed each year and adjusted inline with inflation, minimum wage increases or any reasonable circumstances.
2.7 All accounts are payable no later than seven days from date or invoice unless otherwise agreed by The Company in writing. Note that the payment terms are required whether you have signed off on the copy or not.
2.8 Any additional work requested that isn’t covered in the original brief will be quoted separately and added to the original invoice.
3. Cancellation
3.1 The client must inform our company about the cancellation within at least 24 hours.
3.2 If a client orders services in advance where they deposit £25 and wishes to cancel the service, the client must notify the company of the cancellation within 24 hours.
3.3 Otherwise the a client will lose a deposit of £25.
3.4 If the Client needs to change a cleaning day or time the Company will do its best to accommodate them. A minimum of 24 hours notice is required. Please note that the Company cannot guarantee that the same operative will be available on the new day and at the time the Client requires. Any changes in the cleaning schedule are subject to availability .
3.5 The Client agrees to pay the full price of the cleaning visit, if: a) The Client cancels or changes the date/time less than 24 hours prior to the scheduled appointment; b) The Client fails to provide access to the service premises thus preventing the Company to carry out the booked work; c) There is a problem with the Client’s keys and the Cleaner cannot let themselves in.
3.6 The Company ’s cleaning operatives work on Monday to Saturday of the week . If the Client’s cleaning visit is due on a Bank Holiday and she/he hasn’t called or e-mailed the Company to cancel the visit 24 hours prior to the start of the cleaning session, the Client agrees to and understands that the regular amount due f or that cleaning visit will be charged regardless of whether the cleaning operative has cleaned the Client’s property or not.
4. Refunds
4.1 No refund claims will be given once the cleaning service has been carried out. If for any reason the Client is dissatisfied with any aspect they must notify the Company within 24 hours and this will be rectified.
4.2 Refund will be issued only if the Client has cancelled a cleaning visit within the allowed time (24 hours) prior to the start of the cleaning session and a payment has been already received by the Company .
4.3 Refund will be issued if a Cleaner does not attend a cleaning visit, payment for which has been already received by the Company.
5. Equipment
5.1 Cleaning materials are provided by the Company. If you require us to use your solutions or equipment they must be safe to use/operate, in full working order and must not require any special skills to be used for the purpose of cleaning.
5.2 If the Client has equipment that is complicated to operate, the Client must provide clear and detailed instructions to the Cleaner.
5.3 If the Client requires the Cleaner to use their own materials and equipment including vacuum cleaner the Company cannot accept any liability should anything go wrong with either the equipment or the outcome of using it.
6. Claims
6.1 The Company’s public liability insurance will cover damages caused by a cleaning operative working on behalf of the Company up to £1,000,000.
6.2 The Client agrees that due to the nature of the service the Company guarantees only to correct any problems reported within 24 hours. If a problem occurs on a Saturday it must be reported by Monday 12:00 in order to be accepted as a valid claim. Failure to do so will entitle the Client to nothing. The Company may require entry to the location of the claim within 24 hours to correct the problem. Any refunds or adjustments must be requested to the Company directly and subject to approval by the Company.
6.3 While the Cleaners 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 and /or not cleaned by the cleaning operatives.
6.4 In case of damage, The Company will repair the item at its cost. If the item cannot be repaired the Company will rectify the problem by crediting the customer with the item’s present actual cash value toward a like replacement from a Company’s source upon payment of cleaning services rendered.
6.5 The Company shall not be responsible for damage due to faulty and/or improper installation of any item. All surfaces (i.e., marble, granite, etc.) are assumed sealed and ready to clean without causing harm.
6.6 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.
6.7 Key exchange / locksmith fees are only paid if the keys are lost by our staff. There is a limit of £ 30 for placement liability.
7. Termination
7.1 The Client may terminate this contract by giving 30 days prior notice in writing once the initial contracted term or e-mail (12 months) has ended.
7.2 If The Client wishes to terminate the contract within the initial contracted term (12 months), The Client must pay the outstanding balance for the remainder of the contract.
7.3 The Client agrees to pay a cancellation fee equivalent to 30 days service if: 1) No notice is given; 2) The Client provides a termination of notice less than 30 days.
7.4 Prior to termination of the Contract, the Client is obliged to provide details of any incoming contractor for the purposes of compliance with the Transfer of Undertaking (Protection of Employment) Regulations 2006.
8. Complaints
8.1 All complaints are taken seriously. If you are not happy with any aspect of our service please call us as soon as possible and give us the chance to rectify it. Your custom is very important to us and we want you to be happy.
8.2 If the Client is dissatisfied with a currently occurring service, The Company asks that The Client notifies us as soon as they notice anything that might be to their dislike by calling 07771991821. Please do not wait until the service is ending.
9. Liability
9.1 The Company shall not be liable under any circumstances f or 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 a late arrival of Company operatives at the service address. The Company endeavours to be right on time on any visit but sometimes due to transport related and other problems which are beyond the Company ’s control, the Company operatives may arrive with a delay or the cleaning visit may be re-scheduled.
9.2 The Company shall not be liable under any circumstances f or 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 – 1. A cleaning job not complete due to the lack of hot water or electricity 2. Third party entering or present at the Client’s premises during the cleaning process.
9.3 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. Any damages worth £100.00 or less.
10. Supplementary Terms
10.1 If the Client requests key s to be collected by the Company’s operatives from a third party ’s address then a £5.00 charge will apply. The charge will cover only the pick up of keys. If said key s need to be returned back to the third party ’s address or any other address additional charge of £5.00 will apply.
10.2 The Company, reserves the right to re-evaluate rates at any time should the Client’s initial list of tasks changes.
10.3 The Company reserves the right to amend the initial quotation, should the Client’s original requirements change.
10.4 If any estimates of how long it will take the cleaning operatives to complete the job are being provided those are only estimates 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 calculate precisely how long such tasks may take and that a degree of flexibility may be required. Please note that one off cleans may take longer to complete due to longer intervals between cleaning sessions, number and type of cleaning tasks required, when compared to the regular maintenance cleaning of the same property.
10.5 The Client understands that the price he has been quoted may vary according to condition of property and room sizes etc.
10.6 The Company shall endeavour to arrange a replacement cleaner if your regular cleaner cannot attend a scheduled visit, and will inform the Client prior to the visit.
10.7 Post Construction Cleaning (Builders Cleaning), Event Cleaning or badly neglected homes may take up to three times longer than a well maintained home requiring general cleaning. Therefore the Company advises the Client to ask f or our specialist cleaning services: Builders Cleaning or Event Cleaning.
10.8 The cleaning operatives are not allowed to hand wash any items of clothing belonging to the Client. The Company advises that our operatives can only use a washing machine for such tasks.
10.9 All fragile and highly breakable items must be secured or removed.
10.10 The Company reserves the right to make reasonable changes to the Terms and Conditions in agreement with the other party.
11. Our Guarantee
11.1 The Company has built its business and reputation by providing its clients with the best possible cleaning service available. Still, the Company realizes, that because its operatives are human beings, they sometimes make mistakes. For this reason, the Company offers a Guarantee. If the Client is not satisfied with any areas that have been cleaned, the Company’s operative will come back to the Client’s premises and re-clean those areas free of charge.
Please note that this guarantee will not apply if the condition of the premises has deteriorated since the original cleaning was undertaken.