UCANCA VALLEY CLEANING TERMS OF BUSINESS BETWEEN ‘UVCS’ & ‘CUSTOMERS’

These Customer Terms of Business (CTOB), along with our invoices, form the agreement between Ucanca Valley Cleaning 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.

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.

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 2hour minimum for any job undertaken.

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 Airbnb, Holiday Lets, Office Cleans or surgery cleans we will send a weekly invoice for 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 will be 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.

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%

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’ providing 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 £100.  The policy does not cover possession or property theft. The policy covers damage that the cleaner may cause when carrying out their duties but ‘UVCMS’ is unable to accept liability for the first £100 of each item in any claim made against the policy. Spills are not covered.

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.

Liability Exclusion

To the extent that such exclusions are allowed at law and excepting claims for bodily injury or death due to negligence on the part of ‘UVCMS’ their employees or any introduced contractor, ‘UVCMS’ does not accept any responsibility for any type of damage or loss to the Customer or the Customer’s goods or premises even if the terms of the ‘CTOB’ are breached by a ‘UVCMS’ employee, or a contractor, whether wilfully or negligently.

‘UVCMS’ accepts no liability for any failure of service in any way relating to this ‘CTOB’ including ‘acts of god’.

‘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 the agreement 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 the agreement.

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

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.  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.

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.

‘UVCMS’ 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.

‘Customers’ will:

• 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 hired to recover monies owed by the ‘customers’ in the event of non-payment

Termination of our Agreement

The first 14 days are deemed as a ‘cooling-off’ period and the Customer has the right to cancel with 24 hours ‘ 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.

Our team have all signed agreements that should they leave our employment, they will not approach any of ‘UVCMS’ customers for a period of 24 months and we respectfully request that you agree not to approach any of our team to work with you directly, for a period of 24 months after they have left our employment.

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/