Terms and Conditions

Cleaning:

REGULAR DOMESTIC CLEANING
1. The customer agrees to sign and return the Agreement forms to us prior to the first cleaning visit.
2. The customer agrees to pay all fees, using an accepted method.
3. Hastings Property Services reserves the right to suspend cleaning services if monthly payments are missing or if paper work is not returned to us prior to the first cleaning visit
4. Minimum charged duration of 2 hours per cleaning visit applies for all domestic cleaning services.
5. The sales advisors can only give a rough estimate of the duration and price 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.
6. Customer agrees to provide a task list and all necessary cleaning detergents and equipment for the required work, unless other arrangements have been made with Hastings Property Services. All cleaning equipment provided should be safe and in full working order.
7. If the customer does not have cleaning detergents and asks Hastings Property Services to purchase requested items on their behalf, customer understands that an applicable charge will be assessed.
8. If collection of keys is required, this should be arranged at least 48 hours prior to our booking.
9. Monthly payment will be refunded only if customer does not require cleaning services for more than 4 consecutive weeks.
10. Hastings Property Services will not be responsible for triggering any alarm systems. Customer should give any special instructions for deactivation/activation of any household alarm systems.
11. The customer understands that the price quoted over the phone or email is subject to change, and does not include anything apart from cleaning and labour.

END OF TENANCY CLEANING
1. Hastings Property Services reserves the right to amend the initial quotation, should the client’s original requirements change.
2. If collection of keys is required, this should be notified at the time of booking, and arranged at least 48 hours prior to cleaning appointment.
3. The customer understands that the price quoted is not a “package deal” and includes only cleaning labour.
4. Customer agrees to provide a task list, noting any special areas where extra attention should be applied. Hastings Property Services will supply all cleaning products and equipment.
5. The sales advisors can only give a rough estimate of the duration and price 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.
6. 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 requiring general cleaning.

ONE-OFF CLEANING / SPRING CLEANING
1. Hastings Property Services reserves the right to amend the initial quotation, should the client’s original requirements change.
2. Minimum charged duration of 3 hours per cleaning visit applies.
3. Customer agrees to provide a list of tasks, of anywhere that extra attention should be applied.
4. If collection of keys is required, this should be notified at the time of booking, and arranged at least 48 hours prior to cleaning appointment.
5. The customer understands that the price quoted is not a “package deal” and includes only cleaning labour.
6. The sales advisors can only give a rough estimate of the duration and price 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.

CARPET CLEANING & UPHOLSTERY CLEANING
1. Hastings Property Services reserves the right to amend the initial quotation, should the client’s original requirements change.
2. If the customer has a dog, cat or other hairy pet then an extra 30% charge will be added to the service price due to the extensive amount of animal hair slowing down the cleaning process.
3. If water extraction is required due to flooding a 30% extra charge will be added to the service price.
4. All carpet/upholstery cleaning orders are subject to £55 minimum call out charge.
5. If collection of keys is required, this should be notified at the time of booking, and arranged at least 48 hours prior to cleaning appointment.

MATTRESS CLEANING 
1. Hastings Property Services reserves the right to amend the initial quotation, should the client’s original requirements change.
2. All mattress cleaning orders are subject to £55 minimum call out charge.

PAYMENTS
1. Payment is requested on completion on the day of the cleaning session.
2. Payment can be made cash or card on completion of the service
3. Payment can be made online by bacs or card, following our visit.
4. Customer understands that any ‘late payments’ may be subject to additional charges.
5. 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 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
1. Any claims or complaints must be reported within 24 hours from the service date. Failure to do so will entitle customer to no refunds or recovery cleanings.
2. Hastings Property Services requires 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.
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.
4. Hastings Property Services may take up to 7 working days to respond to a complaint.
5. Hastings Property Services will not accept a complaint based on an Inventory check report, filed more than 24-hour after the cleaning session.
6. Complaints are accepted verbally over the phone and in writing (letter or e mail). Complaints must be reported on completion or in the following 24-hour.
7. 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.
8. Key replacement/locksmith fees are paid only if keys are lost by our operatives. There is a £30 per household liability limit.
9. Hastings Property Services agrees to keep all customers* information confidential.
10. In case of damage Hastings Property Services will repair the item at its cost. If the item cannot be repaired Hastings Property Services will rectify the problem by crediting the customer with the item’s present actual cash value toward a like replacement from a Hastings Property Services source upon payment of cleaning services rendered.

INSURANCE
1. Hastings Property Services has Public and Employer’s liability insurance. The policy will cover any accidental damages caused by an operator working on behalf of Hastings Property Services, reported within 24 hours of service date.

CUSTOMER SATISFACTION
1. If the customer is not completely satisfied with a cleaning job, Hastings Property Services will re-clean any areas and items to the customer’s satisfaction. Therefore customer must allow the cleaner to be returned.
2. Customer must be present at all times during the recovery-clean. Hastings Property Services reserves the right not to return a cleaner more than once.

LIABILITY
Hastings Property Services reserves the right not to be liable for:
1. Completing tasks which are not stated on our task list;
2. Cleaning jobs not complete due to the lack of hot water or power; the property being unsafe to work in
3. Third party entering or present at the customer’s premises during the cleaning process;
4. Wear or discolouring of fabric becoming more visible once dirt has been removed;
5. Failing to remove old/permanent stains that cannot be removed using standard carpet cleaning methods;
6. Existing damage or spillage that cannot be cleaned/removed completely using cleaning detergents and equipment or standard carpet cleaning equipment;
7. Any damages caused by a faulty or not in full working order detergents/equipment supplied by the customer.
8. If the customer has got items which need special cleaning methods and special cleaning detergents, Hastings Property Services reserves the right to refuse the provision of the cleaning detergents.

CANCELLATIONS
REGULAR DOMESTIC CLEANING
1. Customer may cancel or adjust the time of a cleaning visit/s by giving at least 24 hours advanced notice.
2. Customer agrees to pay the full price of a cleaning visit if the customer cancels or changes the date/time less than 24 hours prior to the scheduled appointment.
3. Customer agrees to pay the full price of a cleaning visit in the event of a lock-out caused by our cleaners being turned away; no one home to let them in; or problem with customer’s keys.
4. If keys are provided they must open the lock without any special efforts or skills.

END OF TENANCY CLEANING:
1. 48 hours notice is required if customer should either decide to cancel or re-schedule a cleaning appointment.
2. Customer agrees to pay 40% of the quote as a cancellation fee if the customer cancels or changes the date/time less than 48 hours prior to the scheduled appointment.
3. Customer agrees to pay 40% of the quote as a cancellation fee in the event of a lock-out cased by our cleaners being turned away; no one home to let them in; no water or power available at customer’s premises; or problem with customer’s keys.
4. If keys are provided they must open the lock without any special efforts or skills. If an initial deposit has been paid to Hastings Property Services then the customer agrees that deposit funds may be used to cover the cancellation fee.

ONE-OFF CLEANING:
1. 48 hours notice is required if customer should either decide to cancel or re-schedule a cleaning appointment.
2. Customer agrees to pay 40% of the quote as a cancellation fee if the customer cancels or changes the date/time less than 48 hours prior to the scheduled appointment.
3. Customer agrees to pay 40% of the quote as a cancellation fee in the event of a lock-out cased by our cleaners being turned away; no one home to let them in; no water or power available at customer’s premises; or problem with customer’s keys.
4. If keys are provided they must open the lock without any special efforts or skills. If an initial deposit has been paid to Hastings Property Services then the customer agrees that deposit funds may be used to cover the cancellation fee.

CARPET AND UPHOLSTERY CLEANING:
1. 48 hours notice is required if customer should either decide to cancel or re-schedule a cleaning appointment.
2. Customer agrees to pay 40% of the quote as a cancellation fee if the customer cancels or changes the date/time less than 48 hours prior to the scheduled appointment.
3. Customer agrees to pay 40% of the quote as a cancellation fee in the event of a lock-out cased by our cleaners being turned away; no one home to let them in; no water or power available at customer’s premises; or problem with customer’s keys.
4. If keys are provided they must open the lock without any special efforts or skills. If an initial deposit has been paid to Hastings Property Services then the customer agrees that deposit funds may be used to cover the cancellation fee.

AFTER CANCELLATION OF THE CLEANING SERVICE
By entering into a service agreement with Hastings Property Services, the customer agrees that after the termination of the cleaning service he/she will not hire or use any domestic services provided by a present or past cleaner introduced to the customer by Hastings Property Services. If the customer wishes to hire or use domestic services provided by such a cleaner then he/she must pay a referral fee of £400.
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. Perfect 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.

Window Cleaning:

By using or booking our services you have agreed to our terms and conditions of trading.

1: All our work is offered with a 100% guarantee. If you are not happy with the quality of your cleaning please contact us within 24 hours, and we’ll return to clean the affected window without charge (our 100% guarantee does not cover Velux windows or window sills).

2: Any cancellations must be made a minimum of 48 hours prior to cleaning.

3: We will not accept any doorstep cancellation or deferment of service and will apply a charge of £10.00 to defray cost of arriving.

4: Our window cleaning service provides an all year round service, 12 months of the year. All domestic window cleaning is on a four weekly basis agreed upon at initial consultation, (other frequencies are available for commercial customers).

5: The first clean we perform at a property may be charged at a higher rate than any advertised price.

6: Please keep pets inside on the day of your clean and please clear up after your dog. We may be unable to clean all of your windows if there is excessive dog mess in your garden, however the regular cleaning price will still be charged.

7: Should we be unable to access any part of your property/premises due to locked gates etc., we will only clean the accessible areas, such as front or side/s. This will be charged at your normal clean price. We will be unable to return to clean the restricted area until the next scheduled clean. To avoid this, please ensure safe access is available.

8: We will clean your windows in most weather conditions to continue a regular service to our clients, in the event of heavy rain, snow or hard frost we will clean your windows at the next time slot we have available. We do not work in very strong winds or electrical storms for safety reasons, our pure water systems work in all weathers therefore weather conditions are not an acceptable reason for postponing our services. We will clean your home or premises in all conditions without affecting quality.

9: Payment must be made within 7 days of your property being cleaned. We accept payment via online methods and bacs.

10: We will not be held responsible for any damage made prior to cleaning of glass.

11: We do not accept liability for damage caused by decorative or structural defects or conditions at your property/premises, such as, but not limited to, ill-fitting windows, doors, fascia’s, guttering, window / conservatory trims, window vents, unsecured windows and doors, leaking seals, water entering your property, decorative bars stuck on glass, rotting frames, flaking paint, open/broken trickle vents, we accept no liability for decorative bars or vents coming loose or falling from the exterior of the glass. If these bars/ vents are correctly installed, our brushes will not damage them in any way.