By booking in a domestic clean, either over the website (www.silverlinecleaning.co.uk), e-mail, phone or text message (including WhatsApp), the customer has verbal or written agreement, and is bound to Silverline Cleaning Services Terms and Conditions.
OUR TERMS & CONDITIONS
1. THESE TERMS
1.1 What these terms cover. These are the terms and conditions on which we supply services to you.
1.2 Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you how we will provide services to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.
You agree that any use of our services, including placing an order for cleaning services by telephone, live chat, e-mail, website forms shall constitute your acceptance of these Terms and Conditions.
2. CONTACT
2.1 How to contact us. You can contact us by writing to us at: [email protected] or calling us at 07565 439642
2.2 How we may contact you. If we have to contact you we will do so by telephone (call, text or WhatsApp) or by writing to you at the e-mail address or postal address you provided to us in your order.
2.3 “Writing” includes e-mails. When we use the words “writing” or “written” in these terms, this includes e-mails.
3. OUR CONTRACT WITH YOU
3.1 How we will accept your order. Our acceptance of your order will take place when we e-mail you to accept it, at which point a contract will come into existence between you and us.
If you place your order on our website www.silverlinecleaning.co.uk our acceptance of your order will take place when you pay for it.
3.2 If we cannot accept your order. If we are unable to accept your order, we will inform you of this and will not charge you for the services. Any funds that have been processed will be refunded to you in accordance with this policy.
3.3 Exercising your right to change your mind. Although we deliver your service in accordance with the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013, by placing your order online with us, you are opting out of the 14-day cooling off period.
You still have a right to cancel your order up to 48 hours before the service is booked, but after this time a cancellation charge will be applied in accordance with these terms.
4. YOUR RIGHTS TO MAKE CHANGES
4.1 If you wish to make a change to the services you have ordered please contact us at the earliest opportunity. We will let you know if the change is possible. If it is possible, we will let you know about any changes to the price of the service, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.
4.2 If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract.
5. PROVIDING THE SERVICE
5.1 Service schedule and list of cleaning tasks. A detailed list of cleaning requirements (cleaning tasks) are listed on our website under the ‘Services’ section for each of the following options: Regular Clean, Mini Deep Clean, Deep Clean and End of Tenancy Clean.
Our cleaning teams are instructed to follow the requirements listed on the service schedule for your property, if you would like additional services performed, please contact us at least two business days in advance of your clean to enable us to schedule your additional requirements. Changes in scheduling could create changes in the fees.
5.2 When we will provide the services. During the order process we will confirm the date agreed with you for us to provide the services. The estimated completion date/time for the services is as told to you during the order process. Although we cannot guarantee our exact arrival time as we stay in each customer’s home until the work is completed and, in some instances, there are factors outside of our control, e.g. traffic.
5.3 Cleaning visits cannot be scheduled for specific times. We agree to clean a client’s home between 8.00 a.m. and 4.00 p.m. Cleaning teams will normally arrive between 8.00 a.m. and 2.00 p.m. If you are at home when we visit we will call if the team is likely to be delayed significantly.
We will clean your home on an agreed day of the week. At your request, we will change the agreed cleaning day, provided that at least 3 business days notice is given and a vacancy exists on the proposed, new cleaning day.
5.4 We are not responsible for delays outside our control. If our supply of the services is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any services you have paid for but not received.
5.5 If your usual clean falls on a bank holiday or business shutdown. Whilst every effort is made to rearrange cleans due on Bank Holidays or other times of business closure this cannot be guaranteed. We do not provide cleaning services during Bank Holidays.
5.6 If you do not allow us access to provide services. If you do not allow us access to your property to perform the services as arranged we will charge the full job fee and reserve the right to charge additional costs if required.
5.7 Duration of cleaning services. The duration of the cleaning services will be dependent on both the size and conditions of the property, provided that all tasks on that day’s cleaning schedule are completed.
You will be charged by the job, not for the number of hours the cleaning team are in the property.
5.8 Prices quoted. All prices quoted by phone, letter or via e-mail will depend on the size and conditions of a property and the agreed schedule of work discussed. All prices include materials and equipment.
We reserve the right to amend any quotation given, should requirements change or due to any missing or incorrect information provided.
6. SECURITY
6.1 Keys. We agree to keep keys and other client information secure and confidential. If a key is given to us, please make sure your home is accessible to us.
6.2 Alarm system. If your home is equipped with a security system, please ensure that you advise us in advance of the entry and exit code or have it in the ‘off’ position.
6.3 Valuables. We request that you ensure that all extremely fragile items and items of sentimental value are removed or secured on the day that the service is provided.
7. CLEANING PRODUCTS
7.1 What cleaning products will we use. Our cleaning products have all been carefully selected and tested for use around the world and their use is fully covered by our Product Liability Insurance. In case of extreme buildup, we may have to use stronger products as a one time procedure. We will not be using these for regular cleans. No other cleaning products can be used unless specifically agreed by us as there may be health and safety considerations in addition to the question of insurance cover.
7.2 No bleach containing products. Our cleaners are not allowed to use and work with bleach or bleach containing products. We advise you to avoid supplying such products to the cleaners. We will not be liable under any circumstances for any damages to customer’s property caused by bleach containing products.
7.3 Allergies and intolerances. If any special inquiries for the cleaning service occurs, the customer should advise prior the start of the service. Any allergies or intolerances of the detergents or their content should be noted in advance.
7.4 The client shall ensure that our cleaners have access to hot water and electricity supply.
8. HEALTH & SAFETY
8.1 We make the health and safety of our cleaning staff a priority. We request therefore that you bear this in mind when they are in your home. We ask you to spend a few minutes tidying where necessary to enable the cleaning staff to spend all their time cleaning.
8.2 Hazards. Please inform us of any possible hazards in your home to minimise the risk of accident e.g. loose shelves, worktops, animals, previously broken items, etc.
8.3 Persons at home. For everyone’s safety, our staff will not clean rooms while anyone is in them.
8.4 Deep Clean. Within a Deep Clean we will always endeavour to move and clean under furniture. However, this may not be possible due to an items weight, size or position.
8.5 If you are having building works or require additional cleaning. Please notify us of any work or events taking place in your home that may result in the need for extra cleaning. We need to be notified to allow for extra time in our schedules and also for health and safety considerations.
An additional charge may be payable and we reserve the right to charge an extra fee if appropriate, even if we were not notified of the extra work required. All prices quoted for regular cleaning only allow for ‘normal’ domestic cleaning.
8.6 If you have any pets. Please ensure that any pets that are liable to bite, scratch or intimidate the cleaners are safely secured away from our teams before they arrive.
Our cleaners are under strict instructions not to clean any pet excrement, urine or vomit, on health and safety grounds.
8.7 If someone is unwell. Please advise us in advance of your clean if anyone in the home has an infectious illness. We reserve the right to protect staff and other customers by cancelling the clean if appropriate. Please note that our teams are under strict instructions not to clean any urine, faeces, vomit, soiled clothing or similar hazards, on health and safety grounds.
8.8 If we consider that there are health and safety issues at the property. We reserve the right to terminate the contract immediately and full payment will still be due if we consider the property to be a health and safety hazard or beyond all reasonable cleaning.
9. PRIVATE WORK PROHIBITION
Current and ex–employees of Silverline Cleaning Services. It is a strict term and condition for Silverline Cleaning Services’ employees that they are prohibited from doing any kind of work privately for Silverline Cleaning Services’ customers, or ex-customers within 12 months of leaving our service. You are kindly requested not to embarrass our cleaners by enquiring if they will work for you privately. In the event of any Silverline Cleaning Services cleaner working for a customer or ex-customer, whilst in the employment of Silverline Cleaning Services or within 12 months of leaving the employment, then an introduction fee of £500 will be payable to us by you.
10. IF THERE IS A PROBLEM
10.1 How to tell us about problems. If you have any questions or complaints about the services, please contact us. You can write to us at [email protected] or you can call us on 07565 439642
10.2 Summary of your legal rights. We are under a legal duty to supply services that are in conformity with this contract. See below for a summary of your key legal rights in relation to the services. Nothing in these terms will affect your legal rights.
Summary of your key legal rights
This is a summary of your key legal rights. These are subject to certain exceptions.
For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.
If your product is services, for example a house clean, the Consumer Rights Act 2015 says:
• you can ask us to repeat or fix a service if it’s not carried out with reasonable care and skill, or get some money back if we can’t fix it.
• if you haven’t agreed a price beforehand, what you’re asked to pay must be reasonable.
• if you haven’t agreed a time beforehand, it must be carried out within a reasonable time.
11. YOUR RIGHTS TO END THE CONTRACT
11.1 You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:
(a) If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get a service re-performed or to get some or all of your money back).
(b) If you want to end the contract because of something we have done or have told you we are going to do.
(c) If you have just changed your mind about the product. You may be able to get a refund, but this may depend upon the amount of notice you are providing to us;
(d) In all other cases (if we are not at fault and there is no right to change your mind).
11.2 Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (c) below the contract will end immediately and we will refund you in full for any products or services which have not been provided and you may also be entitled to compensation. The reasons are:
(a) we have told you about an error in the price or description of the services you have ordered and you do not wish to proceed;
(b) there is a risk that supply of the services may be significantly delayed because of events outside our control;
(c) you have a legal right to end the contract because of something we have done wrong.
11.3 Exercising your right to change your mind. You are free to change your mind about the service and receive a full refund up to 48 hours (2 working days) before the service is due to commence. After this time, you can still change your mind about the services but you will incur a cancellation charge which will be deducted from any refund issued to you as follows:
If we receive less than 24 hours notice (1 working day), we will charge the full amount of the job.
If you let us know within 24/48 hours (1-2 working days), we will charge you 50% of the amount of the job.
11.4 When you don’t have the right to change your mind. You do not have a right to change your mind in respect of our services once these have been completed. If you cancel after we have started the services, you must pay us for the full cleaning service booked.
12. HOW TO END THE CONTRACT WITH US (INCLUDING IF YOU HAVE CHANGED YOUR MIND)
12.1 Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:
Phone or e-mail. Call us on 07565 439642 or e-mail us at [email protected]
Please provide details of the property address where the services are to be provided, when you ordered and your name and address.
12.2 How we will refund you. If you are entitled to a refund under these terms we will refund you the price you paid for the services by the method you used for payment. However, we will make deductions from the price, as described below.
12.3 Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind where the product is a service, we will deduct from any refund the following cancellation fees:
If we receive less than 24 hours notice (1 working day), we will charge the full amount of the job.
If you let us know within 24/48 hours (1-2 working days), we will charge you 50% of the amount of the job.
12.4 When your refund will be made. We will make any refunds due to you as soon as possible.
If you are exercising your right to change your mind then your refund will be made within 14 working days of your telling us you have changed your mind.
13. OUR RIGHTS TO END THE CONTRACT
13.1 We may end the contract if you break it. We may end the contract for a service at any time by writing to you if:
(a) you do not make any payment to us when it is due and you still do not make payment within 5 working days of us reminding you that payment is due.
(b) you do not, within a reasonable time of us asking for it, and up to 48 hours (2 working days) before the cleaning service is due to commence, provide us with information that is necessary for us to provide the services, for example, number of rooms.
(c) you do not, within 15 minutes of arriving to the property, allow us access to your property to supply the services.
(d) a cleaning service not complete due to the lack of electricity or hot water at the property.
(e) a third party entering or present at your property during the cleaning process.
14. PRICE AND PAYMENT
14.1 Where to find the price for the product. The price of the service will be the price as given to you in the course of your online booking. We take all reasonable care to ensure that the price of the service advised to you is correct, however, the price at this point is based upon your assessment of the size/ requirements/ condition of the property. On attending the property to deliver the services, if we should find that these vary substantially from those provided at the time of booking the price will be subject to change but we will confirm this with you prior to commencing the work.
14.2 What happens if the price is incorrect. It is always possible that, despite our best efforts, some of the services we sell may be incorrectly priced. If the price is wrong because of the information provided by you, we will need to adjust the price according to the correct information. However, we will always confirm the pricing with you prior to commencing the work. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid.
14.3 When you must pay and how you must pay. By booking your cleaning services through our website, we require full payment for the services to be made at the time of booking.
Payment is due prior to service commencement in the form of online card payment on our website. We do not accept cash payments or bank transfers.
Due to the nature of the services we provide, costs are incurred once a booking is made and therefore, any cancellation and subsequent refund will be dealt with in accordance with these terms.
14.4 What to do if you think an invoice is wrong. If you think an invoice is wrong please contact us within 7 working days to let us know at [email protected]
15. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU
15.1 For the purposes of the below sections, the Company shall be referred to as “we” or “us” herewith. The Consumer of our services shall be referred to as “you”.
LIABILITY FOR ACCIDENTAL LOSS OR DAMAGE
15.2 We shall be liable to you for any reasonably foreseeable losses and/or damage caused by agents of the Company due to a failure to take reasonable care and skill.
(i) For the avoidance of doubt, loss or damage shall be reasonably foreseeable if it is either obvious that it will happen or if, at the time the contract was made, both parties knew it might happen. For example, if you discussed it with the Company during the contracting process.
15.3 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the services; and for defective products under the Consumer Protection Act 1987.
15.4 Should liability arise for accidental damage to your property, the Company shall make good any damage or losses providing that we are notified of the same within 24 hours of any such damage.
(i) we shall are not be held liable for the cost of repairing any pre-existing faults or damage to your property that we discover while providing services, including an existing damage to your property in the form of old stains, burns, scratches, or defects whatsoever, which cannot be cleaned or removed completely by an agent of the Company.
15.5 We shall not be held liable for any losses to business. The Company shall only supply the products for domestic and private use.
15.6 Should the Consumer use our services for any commercial, business or re-sale purposes whatsoever, the Company shall not be liable for any loss of profit, loss of business, business interruption, or loss of business opportunity.
16. HOW WE MAY USE YOUR PERSONAL INFORMATION
16.1 How we will use your personal information. We will use the personal information you provide to us:
(a) to supply the services to you
(b) to process your payment for the services; and
(c) if you agreed to this during the order process, to give you information about similar services that we provide, but you may stop receiving this at any time by e-mailing us at [email protected]
16.2 We will only give your personal information to third parties, where the law either requires or allows us to do so.
16.3 For more information on how we will use your personal data, please see our privacy policy.
17. OTHER IMPORTANT TERMS
17.1 Nobody else has any rights under this contract (except someone you pass your guarantee on to). This contract is between you and us. No other person shall have any rights to enforce any of its terms.
17.2 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
17.3 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.
17.4 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the services in the English courts.
17.5 Alternative dispute resolution. Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, you may want to contact the alternative dispute resolution provider we use, details of the provider will be provided to you one the internal complaints process has been exhausted.