Terms & Conditions
1. Regular Domestic Cleaning
- The customer agrees to sign and return the Agreement and Standing order forms to The Home Urban Services within 7 days of placing the order.
- Home Urban Services fees are payable by the client monthly in advance by Cash, Standing Order and Cheque. These will be paid into our nominated account as per cleaning schedule.
- Home Urban Services reserves the right to suspend cleaning services if monthly payments are missing or if paper work is not returned to Home Urban Services within 7 days of placing the order.
- 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 the cleaner may discuss a variation on the planned duration if, in practise, it appears to be required.
- Home Urban Services agrees to provide a task list and all cleaning detergents and equipment (vacuum cleaner, mop, bucket and portable ladder) required to carry out the service, unless other arrangements have been made with Home Urban Services. Any cleaning equipment provided by the customer, should be safe and in full working order.
- If collection of keys is required from a location outside the postal code area charges may apply.
- A monthly payment will be refunded only if the customer does not require cleaning services for more than 4 weeks.
- Home Urban Services will not be held responsible for any alarm systems. Customer should give any special instructions for deactivation/activation of any household alarm systems.
- One month minimum contract length applies for all Regular Cleaning Services.
- All the cleaners registered with us and working on our behalf have been fully screened through a personal interview and checking of references and employment history.
- We do not employ the cleaners. All the cleaners are self-employed and the payment of Tax and NI as a vetted independent person is their own responsibility.
- The Client must allow the cleaner access to hot water and power.
- By entering under this Terms and Conditions with Home Urban Services, after the termination of the cleaning service providing by Home Urban Services, the Client must not hire or use any home-related services provided by a present or past cleaner introduced to the Client by Home Urban Services.
- In case of a complaint, Home Urban Services requires to be notified within 24 hours after completion of the cleaning work.
- All fragile and highly breakable items must be secured or removed. Items excluded from liability are: cash, items of sentimental value, art and antiques.
- The insurance policy is subject to a number or further terms and conditions available from the ‘ Home Urban Services. Any damage caused by bleach is not covered. Home Urban Services will not arrange for the insurance referred to if the Home Urban Services fee has not been paid by the Client in accordance with terms and conditions of this agreement. An insurance taken out by the Client may void the insurance policy to in this clause in which even and loss will only be recoverable under the policy of the Client.
2. End Of Tenancy Cleaning / Spring Cleaning / Movie In & Out Cleaning / Professional Clean / After Party Clean
- Home Urban Services 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 local area, a transport fee will apply.
- The Client must allow the cleaner access to hot water and power.
- Home Urban Services will not be responsible for triggering any alarm systems. Customer should give any special instructions for deactivation/activation of any household alarm systems.
- Home Urban Services will provide all cleaning detergents and equipment (vacuum cleaner, mop, bucket and portable ladder) required to carry out the service, unless the customer want to supply their own
- 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.
- All fragile and highly breakable items must be secured or removed. Items excluded from liability are: cash, items of sentimental value, art and antiques.
- In case of a complaint, Home Urban Services requires to be notified within 24 hours after completion of the cleaning work.
3. After Builders Cleaning
- Home Urban Services 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, Some amount of charge will apply.
- The Client must allow the cleaner access to hot water and power.
- Home Urban Services will not be responsible for triggering any alarm systems. Customer should give any special instructions for deactivation/activation of any household alarm systems.
- Home Urban Services will provide all cleaning detergents and equipment (vacuum cleaner, mop, bucket and portable ladder) required to carry out the service.
- 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.
- All fragile and highly breakable items must be secured or removed. Items excluded from liability are: cash, items of sentimental value, art and antiques.
4. Payments
- Payment is requested on completion on the day of the cleaning session.
- Payment can be made in cash on completion of the service
- Payment can be made by cheque on completion, please make the cheque payable to Home Urban Services If paying by cheque, a cheque guarantee card is required and the customer will be responsible for all bank and legal charges resulting from a dishonoured cheque.
- Payment can be made with debit or credit card via an app. Home Urban Services will not share the customer’s card details with a third party.
- If payment is not made after 30 days of invoice then the account will be passed to our collections agency, after which a charge of some percent 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.
5. Complaints & Claims
- 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 entitle customer to no refunds or recovery cleanings.
- Home Urban Services may require the presence of the customer or his/hers representative in the beginning and at the end of the cleaning session as an inspection can be carried out and if any corrections, should be made on the same day.
- 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.
- Home Urban Services may take up to 7 working days to respond to a complaint.
- Home Urban Services 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, email or fax). Complaints must be reported on completion or in the following 24-hour.
- All fragile and highly breakable items must be secured or removed. Items excluded from liability are: cash, jewellery, items of sentimental value (the customer will be credited with the items present cash value), art and antiques.
- Key replacement/locksmith fees are paid only if keys are lost by our operatives. There is a £30 per household liability limit.
- Home Urban Services agrees to keep all customers’ information confidential.
- In case of damage Home Urban Services will repair the item at its cost. If the item cannot be repaired Home Urban Services will rectify the problem by crediting the customer with the item’s present actual cash value toward a like replacement from a Home Urban Services source upon payment of cleaning services rendered.
6. Liability
- Home Urban Services reserves the right not to be liable for:
- Completing tasks which are not stated on our task list;
- Cleaning jobs not complete due to the lack of suitable cleaning detergents and/or equipment in full working order, hot water or power;
- Third party entering or present at the customer’s premises during the cleaning process;
- 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;
- Existing damage or spillage that cannot be cleaned/removed completely using provided by the customer cleaning detergents and equipment or standard carpet cleaning equipment;
- Any damages caused by a faulty or not in full working order detergents/equipment supplied by the customer.
- If the customer has got items which need special cleaning methods and special cleaning detergents, Home Urban Services reserves the right to refuse the provision of the cleaning detergents.
- Home Urban Services 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.