UCANCA VALLEY CLEANING & MAINTENANCE SERVICES

TERMS OF BUSINESS BETWEEN UVCMS & RESIDENTIAL CUSTOMERS

(1) These Customer Terms of Business (‘CTOB’), along with our invoices, form the legal and entire agreement between Ucanca Valley Cleaning & Maintenance Services (‘UVCMS’) and our ‘Customers’. We may change the terms from time to time, but will give our Customers a minimum of 14 days’ notice of any changes.

(2) Area Covered

We cover a 15-mile radius from the HG1 postcode included in the cost of the clean.  Anything outside of the 15-mile radius will be priced to cover mileage costs and time taken to get to and from the address to be worked at.

(3) Services Offered

We offer a range of services to residential customers, commercial customers and medical environments.  These are as follows:

Weekly, Fortnightly or Monthly Cleans

Deep Cleans

End of Tenancy Cleans

Communal Area Cleans

Holiday Let Cleans

Surgery Cleans – to COSHH standards.

Carpet Cleaning

Oven/Extractor Fan Cleaning

DIY/repairs

Office cleans

External Cleaning of patios/paths

Gardening Work

Window cleaning

We operate on a 2 hour minimum for any job undertaken.

(4) Invoicing & Payments

For the following cleans we will send an invoice out on the day of the clean (or the last clean of the week) showing the amount owed including VAT. These invoices must be paid at completion or within 24 hours of the work having been carried out:

Residential weekly or fortnightly cleans, Deep Cleans, Communal Area Cleans, Carpet Cleans, Oven/Extractor Fan cleaning, Small DIY/repairs such as damages to walls & doors, patch painting, External Cleaning of patios/paths, Gardening Work, Window cleaning.

For private end of tenancy cleans, payment must be made in full 48 hrs before the clean is due.  If we do not receive the payment in this time, the clean will be deemed as cancelled.

For a first off Deep Clean, we require 50% of our estimated total cost to secure the booking, with the remainder due no later than 24hrs after the invoice is received.  If jobs are cancelled 72hrs or more before, a full refund of the deposit will be returned. If less than 72hrs no deposit will be refunded as products and goods will have been purchased in preparation for this job.

For Airbnb, Holiday Lets, Office Cleans or Surgery cleans we will send a weekly invoice the last cleaning day with payment due by the following Thursday.

Any amendments to the above are at the discretion/agreement of the director of UVCMS.

Payment is to be made by standing order or bank transfer via the link on the invoice or directly into the bank account details provided on the invoice.

Failure to pay within the allowed timescale will result in cancellation of your next clean until the account is brought up to date. This could result in your slot being given to someone else and we would need to re-book a different slot for yourselves. 

(5) Cancellation Policy

If you need to cancel your clean, the following charges will be applicable: –

1. Cancellation 48 hrs or more before clean is due None
2. Cancellation 24 hrs before clean is due 75%
3. Cancellation on the day 100%

(6) Insurance Cover

UVCMS holds public liability insurance for all staff employed directly by us, a copy of which can be shown if required. This is for a maximum of £5 million for public liability which includes any damage or loss to the Customer provided that any loss or damage is caused solely by the negligence of the team member employed by UVCMS.

Any loss or damage is covered on an indemnity basis provided that the loss or damage is greater than £125.  The policy does not cover possession or property theft. The policy covers damage that the Cleaner has caused when carrying out their duties, but UVCMS does not accept liability for the first £125 of each item in any claim made against the policy.

All contractors of UVCMS hold their own insurance policies and if, in the unlikely event a claim must be made against something a contractor has done, then the Customer will need to claim directly through the contractor’s policy.  Again, a copy is held on file by UVCMS if it is required to be seen.

(7) Liability Exclusion

UVCMS accepts no liability for any failure of service in any way relating to this CTOB caused by or resulting from acts beyond their reasonable control including, but not limited to, acts of God, flood, fire, earthquake, explosion, war, Government order/law and health restrictions.

UVCMS will not be held liable to carry out unfinished tasks, nor will it incur liability for not carrying out terms of this CTOB if the Customer is in breach of any obligation to UVCMS. The Customer must give reasonable time to allow UVCMS to put right any breach. UVCMS shall have the right to terminate this CTOB if unable to put right the breach. In such an instance, UVCMS shall have the same action or redress against the Customer as if it were the Customer that was in breach enabling UVCMS to terminate this CTOB.

(8) Keys

The ownership and responsibility for the return of Customer keys remains between the Customer and UVCMS.

(9) Holidays

We do appreciate that people have annual holidays and we are happy to keep your slot for a maximum period of 2 cleans at any one time, but we ask that you still allow us to clean whilst you are away.  If you are going to have extended holidays longer than 2 cleans at any one time, then we will unfortunately be unable to hold the slot and would only be able to do so if the slot was paid for.  If we must release the slot to someone else, we cannot guarantee that we will be able to do your cleaning when you are back.

(10) Absence of Regular Cleaner

Our staff are obviously allowed to take holidays annually and we ask that you agree if your regular cleaner is on annual leave or absent for sickness or personal reasons, that you allow another member of our experienced team to cover your clean on these exceptional occasions.

(11) Reduction of usual hours with no notice given

We appreciate that emergencies happen, but we need to be able to guarantee staff hours so we require 48 hours’ notice to reduce the regular cleaning hours so we can re-organise the jobs or fill the hours. If you need to shorten the number of hours with no notice, we will have to invoice for the hours booked.

(12) UVCMS agree that it will:

• Advertise for staff.
• Carry out reference and ID checks.
• Obtain previous employer’s references
• Obtain a DBS certificate for each employee and contractor.
• Check the employee’s/contractor’s eligibility to work in the UK.
• Introduce the employee/contractor to ‘Customers’ where possible, prior to work commencing.
• Upon agreement with the ‘Customers’ will provide a replacement employee/contractor to cover illness and holidays if required.
• Comply at all times within the terms of UK Law.
• Provide insurance cover as detailed previously.  
• Send an appointment reminder 72hrs prior to the booked slot.

(13) Customers agree that they will:

• Make sure that if we don’t hold your keys or alarm code for when you are away, that we have access to your home via a neighbour/key holder on the pre-confirmed time slot in your absence. If we cannot get access at the time of the clean, the clean will still be charged in full.  Alternatively, we can look for another suitable slot if we are given enough of notice.
• Ensure all products and tools are readily available to the Cleaner upon their arrival and any cordless equipment is fully charged for use.
• Prepare as much as possible for the cleaning by decluttering as the time we spend tidying up will eat into the cleaning time which may result in the physical cleaning time being reduced.

NOT ask our cleaners for their mobile numbers or email addresses – any changes you need to make to your cleaning slot (time, day or service) must be done through

• UVCMS directly.  This is for two reasons – Firstly, UVCMS know what other jobs are booked in and can arrange changes accordingly and, secondly, we don’t want to be in breach of any GDPR laws.  
• Provide a clear work request with our team for the tasks required.
• Give at least 48 hrs notice of any changes to the booked job.
• Bear the cost of any agency/lawyer hired to recover monies owed by the ‘Customers’ in the event of non-payment.
• NOT employ directly any Cleaners or team members of UVCMS whilst they are employed by UVCMS or approach or employ any of them directly for a period of 12 months after they have left the employment of UVCMS.

(14) Termination of this CTOB

The first 14 days are deemed as a ‘cooling off’ period and the Customer has the right to cancel with 24 hrs notice via email, WhatsApp or any other messaging format used.  The notice will be deemed as received only when UVCMS has confirmed receipt.

After the ‘cooling off’ period has lapsed, we respectfully request a minimum of two weeks to terminate our services.

However, during the cooling off period and thereafter, the aforementioned cancellation charges will still apply.

(15) Data Protection

UVCMS will endeavour to process your personal data in accordance with current legislation and as set out in our privacy policy which can be found here https://cleaningservices.ucancavalley.com/privacy-policy/

I, THE CUSTOMER, HEREBY UNDERSTAND AND AGREE TO THE ABOVE CTOB.

NAME:

SIGNATURE: DATE: