E P Cleaners reserves the right to amend the initial quotation, should the client’s original requirements change. If collection of keys is required from a location outside the postal code area of the cleaning scheduled, a £10 charge may apply. The sales advisors can only give a rough estimate of the duration of the cleaning service, which is based on a basic description of the customer’s house. Please note that duration may vary therefore a degree of flexibility is required. The customer is advised that an end of tenancy cleaning may take double the length of time required for a general cleaning. After builders Cleaning, after party cleaning or badly neglected homes may take up to three times longer than a well-maintained home. E P Cleaners base quotations from client information given over the phone or via email or the chat function.
E P Cleaners reserves the right to amend the initial quotation, should the client’s original requirements change.
1.2. If the customer has a dog, cat or other hairy pet then an extra 30% charge may be added to the service price due to the extensive amount of animal hair which slows down the cleaning process.
1.3. If water extraction is required due to flooding 30% extra charge will be added to the service price.
The client understands that additional parking and congestion charge may apply and the client will pay these charges plus VAT. All carpet/upholstery cleaning orders are subject to £100.00 plus vat minimum call out charge.
If collection of keys is required from a location outside the postal code area of the cleaning scheduled, a £10 charge may be applied.
1.6. The client understands that additional parking and congestion charge may apply.
3.1. Payment is required before the clean take place. An invoice will be sent out first and E P Cleaners require payment before the clean commences. Payment should be made before the clean takes place by BACS payment, Debit card, and Credit card
3.3. Payment can be made with debit or credit card over the phone (this needs to be made in advance). E P Cleaners will not share the customer’s card details with a third party.
3.4. Customer (estate agent/Building companies etc) understands that any ‘late payments’ may be subject to additional charges.
3.5. If payment is not made within 7 days of the invoice then the account will be passed to our collections agency, after which a charge of 15% plus Vat on top of the initial invoice due, will be added to the debt. You agree as part of this contract to pay this sum which represents our reasonable costs in collecting the unpaid amounts.
COMPLAINTS AND CLAIMS
4.1. The customer accepts and understands that poor service, breakage/ damage or theft must be reported within 24 hours from the service date. Failure to do so will not entitle the customer to any refunds or recovery cleanings.
4.2. E P Cleaners requires the presence of the customer or his/hers representative at the beginning and at the end of the cleaning session as an inspection will be carried out and any corrections made, the same day.
4.3 If the customer has scheduled an inventory check then it must be scheduled to commence no later than 24 hours after the cleaning job has been carried out. The customer should not stay in or enter the property after the clean has taken place. If after the cleaning job is complete, the customer enters the property, E P Cleaners may charge if the cleaning team needs to return to the property.
4.4. E P Cleaners may take up to 7 working days to respond to a complaint.
4.5. E P Cleaners will not accept a complaint based on an Inventory check report, filed more than 24-hour after the cleaning session. Complaints are accepted verbally over the phone and in writing (letter, e mail or Fax).
Complaints must be reported on completion or within the following 24-hours.
4.6. E P Cleaners agrees to keep all customers’ information confidential.
5.1. E P Cleaners Limited has Public and Employer’s liability insurance.
5.2. E P Cleaners reserves the right to refuse to share any of the confidential company’s documents.
6.1. Customer understands that he/she is not entitled to any refunds.
6.2. If the customer is not completely satisfied with a cleaning job, E P Cleaners will speak to the customer to find out why there is dissatisfaction. EP Cleaners may want to return to the property and therefore the customer must allow the cleaner to return.
6.3. Customer must be present at all times during the recovery-clean. E P Cleaners reserve the right not to return a cleaner more than once. The cleaner will depend it on a daily/hourly basis.
7.1 E P Cleaners reserves the right not to be liable for completing tasks which are not stated on our task list:
E P Cleaners in not liable for:
7.2. Third parties entering or present at the customer’s premises during the cleaning process.
7.3. Wear or discolouring of fabric becoming more visible once dirt has been removed; Failing to remove old/permanent stains that cannot be removed using standard carpet cleaning methods;
7.4 Existing damage or spillage that cannot be cleaned/removed completely using customer provided cleaning detergents and equipment or standard carpet cleaning equipment; E P Cleaners cannot guarantee they can remove marks and stains from areas of the property including the carpets.
7.5 Any damages caused by a faulty or not in full working order detergents/ equipment supplied by the customer.
7.6. If the customer has items which need special cleaning methods and special cleaning – detergents, E P Cleaners reserves the right to refuse the provision of the cleaning detergents. If clients want specialist cleaning carried out like wood floor cleaning, the client should provide the chemicals and it is at the clients own risk if stains or damage occurs.
7.7.For items that require special cleaning E P Cleaners will advise the client to provide the specific cleaning detergents and to pass cleaning instructions to the sales advisors when placing the order or give instruction to the present cleaner present at the property
8.1. Customer agrees to pay the full price of a cleaning visit if the customer changes the date/time less than 7 days prior to the scheduled appointment, the client will loss payment. Customer agrees to pay the full price of the cleaning visit in the event of a lock-out causing our cleaners to be turned away; no one home to let them in; or a problem with customer’s keys.
8.2. If keys are provided they must open the lock without any special efforts or skills. Customer agrees to pay the full price of clean if the cleaner(s) cannot gain access to the property.
9.1. 7 days notice is required if customer cancels or re-schedules a cleaning appointment.
9.2. Customer agrees to pay 100% of the quote as a cancellation fee if the customer cancels or changes the date/time less than 7 days prior to the scheduled appointment.
9.3. Customer agrees to pay 100% of the quote as a cancellation fee in the event of a lock-out causing our cleaners to be turned away; no one home to let them in; no water or power available at customer’s premises; or problem with customer’s keys
9.4. If keys are provided they must open the lock without any special efforts or skills, there will be a full charged for the clean