Please read these terms of use carefully. By using our site and/or making a booking either over the phone, text message, email, or online, (the customer has verbal or written agreement/booking) indicate that you accept these terms of use and that you agree to abide by them. If you do not agree to these terms of use, please refrain from using our site and/or making a booking.

1. Definitions
1.1. In these Terms the following definitions apply:

• “The Company”, “We”, “Us” – means eXteam Cleaning (registered in England and Wales, company number 13566551).
• “Cleaner”, “Cleaning Operative” – means the person or firm carrying out cleaning services on behalf of the Company.
• “Client” – means the person, firm or corporate body together with any subsidiary or associated company as defined by the Companies Act 1985 to whom the cleaning services are supplied by the Company.
• “Client’s Address” – means the address where the Client has requested the cleaning service to be carried out.
• ‘’Carpet Cleaning’’, ‘’Upholstery Cleaning, ‘’Hard Floor Cleaning’’, Leather Cleaning’’, “Cleaning Service”, “End of Tenancy Cleaning”, “EOT”, “Move In / Out Cleaning”, “Deep Cleaning”, ‘’After Builders Cleaning’’ – means the cleaning services carried out on behalf of the Company.
• “Cleaning Visit” – means the visit to the Client’s service address by the Cleaner in order to carry out the Service.

1.2. Unless the context requires otherwise, reference to the singular include the plural and references to the masculine include the feminine and vice versa.

1.3. Headings are inserted for the convenience of the parties to the agreement and are not to be considered when interpreting this agreement.

 

2. Contract

2.1 These Terms and Conditions represent a contract between eXteam Cleaning and the Client.

2.2 Both parties shall ensure that their respective responsibilities under this agreement are undertaken in compliance with all statutory regulations and codes of conduct.

2.3 The Client agrees that any use of the Company’s services, including placing an order for services by telephone, message, email, website forms shall constitute the Client’s acceptance of these Terms and Conditions.

2.4 Unless otherwise agreed in writing by a director of the Company, these Terms and Conditions shall prevail over any other terms of business or purchase conditions put forward by the Client.

2.5 No variation or alteration of these Terms and Conditions shall be valid unless approved in writing by a director of the Company.

3. Pricing, Parking and Congestion Charging

3.1 Prices quoted by the Company are based on average completion times/areas/rooms.

3.2 We reserve the right to amend the initial quotation if upon inspection of the property or during the cleaning the supervisor assesses that the job is going to take more time to complete, or should the Customer’s original requirements change. Any revised price will have to be accepted by the Customer before the additional cleaning work/time is carried out.

3.3 We require a parking space or valid permit for one vehicle, or metered parking is to be paid by the Customer in order for us to carry out any cleaning services.

3.4 The Customer is fully liable for paying any parking penalties incurred from any mistake or misinformation on their part.

3.5 If the property being cleaned is in the congestion charging zone the congestion charge will need to be paid for by the Customer

3.6 At the time of booking please notify us of any expensive flooring or items, including furniture, which may require specialist treatment or chemicals. This includes special textile, parquet and oak flooring, wooden work surfaces and any other custom-made items.

4. Contracted cleaners and sub-contractors

4.1 The Company reserves the right to use contracted cleaners and/or sub-contractors for any of its cleaning services and without providing any prior notification. Our standard cleaning guarantee will apply.

5. VAT

5.1. The Company is not VAT registered. Any shown prices exclude VAT.

6. Equipment

6.1. The Company shall provide all cleaning supplies and cleaning equipment necessary to carry out the service.

6.2. The Client must provide running water, electricity and sufficient light at the premises where the service takes place.

7. Carpet and Upholstery Cleaning Terms and Conditions

7.1 The Company shall not be liable for the shrinkage of carpets as a result of poor fitting.

7.2 The Company is not liable for any wear or discoloration of fabric that becomes more notable once dirt is removed.

7.3 We shall not be responsible for any damage caused as a result of the Customer placing furniture on a carpet which has not completely dried.

7.4 The Company cannot guarantee the removal of pre-existing stains and/or any discoloration of the carpet

7.5 Please notify us at the time of booking if your carpet is a natural pile e.g., wool or hessian

7.6 The Customer shall be responsible for the removal of all furniture, goods and breakables for the purpose of cleaning. The Company will not accept responsibility for any damage caused to furniture, goods or chattels not removed by the Customer unless damage has occurred as a direct result of negligence or lack of care on the part of the Company or its servants.

7.7 Unless otherwise agreed prior to work commencing, it is accepted that stationary items such as televisions, side cabinets, bookcases, wall units, filing cabinets etc will remain in place and no cleaning will be carried out beneath these units, the same will apply into closets and cupboards.

7.8 We will endeavour to note, identify and remove all spots and stains requiring treatment, however the entire removal of some spots and stains are not guaranteed due to the staining properties of the products i.e., tannin, rust, DIY spotting agents etc.

7.9 Liability cannot be accepted for colour run or migration due to manufacturers using non-colorcast dyes or markers in frames, trimmings, padding, stuffing, piping sewing threads, linings and valances.

8. End of Tenancy Cleaning Terms and Condition

8.1 General

8.1.1 For bedrooms bigger than 20 square meters and living rooms bigger than 40 square meters the price will increase.

8.1.2 The Customer must ensure that all personal belongings are completely moved out otherwise an additional £50 may be charged. Where belongings are present our cleaning guarantee will not apply to that area.

8.1.3 Rubbish or waste removal is not part of our end of tenancy cleaning service and will incur an additional charge.

8.1.4 If the Customer is more than 30 minutes late a late fee may apply.

8.1.5 The Customer is to ensure that hot running water and electricity is provided and that there are no blocked drains. An additional charge of £50 will be applied if we have to unblock drains. Should no electricity or running water be provided we are permitted to leave the property and will not be liable, under any circumstances, for any costs associated with the cleaning not being carried out.

8.1.6 Price quoted is based on one single fridge freezer and one single oven. Larger appliances will incur a further cost to clean.

8.1.7 If ladders are required to reach high areas, then this must be stated at booking.

8.1.8 Cleaning of walls, mould on walls and ceilings, the inside of toasters, kettles and other electrical appliances is not part of our end of tenancy cleaning checklist. Wall washing needs to be added at the time of making a booking.

8.1.9 Cleaning of vacuum cleaners, ironing boards, curtains and other items left in storage cupboards is not part of our end of tenancy cleaning checklist.

8.2 Cancellations

8.2.1 You can cancel the service you have booked at any time and the following charges will occur depending on when you cancel the booking.
The following terms will apply to all our services currently provided by our company.

• You can cancel your booking for free of charge if you allow 48 hours before the starting of the job.
• If you cancel the job within 24-10 hours before the starting of the job, you will be charged 50% the total value of the job.
• If you cancel the job less than 10 hours before the starting of the job you will be charged the total value of the job.

We require 24-hour notice to reschedule a booking.
Parking, ULEZ, Congestion are not include in the quote.

8.2.2 If you reschedule your cleaning appointment less than 48 hours prior to the scheduled time, we will charge you a £25 cancellation fee. Rescheduling your service at least 2 days in advance of the appointment, will incur no charges.

8.2.3 We reserve the right to refuse any cleaning job if the condition of the property is hazardous to the health and well-being of our operatives. If we are not made aware of this before arrival and we are unable to carry out the work as a result, the Customer will be charged a 100 GBP non-refundable fee.

8.2.4 The cleaning company has the right to cancel or reschedule a service in cases where an accident or any unexpected circumstances have befallen the assigned cleaning team.

8.2.5 The Customer is liable for any mistakes they make regarding incorrect bookings. If a booking date is incorrect, and the cleaners are turned away a £65 fee will be paid by the Customer.

8.2.6 The Customer can reschedule or cancel the appointment over the phone or by e-mail.

9. Complaints and Cleaning Guarantee

9.1 No refund claims will be considered once the cleaning service has been carried out.

9.2 All our cleaning service guarantee applies for 2 days (48 hours) from when the cleaning was completed. Any complaints after this time may not be considered.

9.3 All services shall be deemed to have been carried out to the Customer’s satisfaction unless written notice is received by the Company with details of the complaint within 2 days of the work being completed. We will fully investigate any complaint and attempt to resolve it in a professional and timely manner.

9.4 The Customer agrees to allow the Company back to re-clean and inspect any disputed areas/items before arranging a third party to carry out services or refusing to pay for the service.

9.5 The Company reserves the right to only offer one recovery clean per service.

9.6 Where access is denied for a re-clean, we are not liable for any costs associated with not being granted permission to re-enter the property and carry out the re-clean.

9.7 We cannot guarantee our End of Tenancy Cleaning service when people or personal possessions are still present in the property during or after the time of the cleaning.

9.8 Fridges and Freezers should be emptied and defrosted prior to our arrival and turned off so we can clean them. We will not be liable for cleaning freezers which have not been defrosted and reserve the right to return to re clean the property for this reason alone.

9.9 We will do our best to make sure your appliances are cleaned to a high standard. However, if they have not been cleaned since they were purchased regrettably, we will not be liable for ingrained dirt that cannot be removed using chemicals.

9.10 We cannot guarantee the removal of pet odours or cigarette smoke during the cleaning and will not be liable for any deductions for this.

10. Payment

10.1 By placing an order/booking the Client agrees to these terms & conditions and the payment terms.

10.2 Our cleaning service do not require any deposit for domestic customers for quotes that are less than £500.00, for quotes over £500.00 we take a 50% deposit payable to the Company by bank transfer at the time of the booking.

10.3 Our cleaning service do require deposit for commercial customers. To secure the booked/agreed date the Client shall pay a deposit of 50 % up to 5 working days before the cleaning appointment. This deposit shall be placed to the Company by bank transfer. The rest 50 % the Client must make payment within 30 days of the cleaning date.

10.4 Unless otherwise agreed in writing by the company the account is rendered for immediate payment on the completion of the work. The Client must make payment either by Cash or Bank Transfer.

10.5 If no payment has been received at the time of completion of the cleaning service, the Client agrees to pay the amount in full unless within 30 days and agrees to an admin charge of £50.00 if remains unpaid after that period.

10.6 We reserve the right to cancel services without notice due to non-payment of deposit or unpaid accounts.

10.7 If payment is not made after 30 days of invoice, then the account will be passed to a collections agency, after which a charge of 25% on top of the initial invoice due, will be added to the debt under the Late Payments Act. You agree as part of this contract to pay this sum, which represents our reasonable costs in collecting the unpaid amounts.

10.8 The Company reserves the right to charge £40.00 administrative fee, in addition to the balance due, for any account we must refer for collection. Please note that debt collecting companies may add their charges to the outstanding amount.

10.9 All bank charges incurred due to a Client’s cheque being returned unpaid will be passed to the Client at a flat rate of £30.00 per cheque.

10.10 The Company reserves the right to cancel any contract and back charge additional for past services to reflect the balance of the standard rate(s) if any misleading or false information was used to obtain discounted services.

10.11 Where such alternative arrangements have been made the Client must make payment within 30 days of the invoice date.

10.12 Bank details – Account holder: EXTEAM CLEANING, Bank: NatWest, Bank account: 81129807, Sort code: 60-03-08.

10.13 The rates of payment by the Company shall be as agreed between the Company and the Client, or his representative. The Client shall make no reduction or retention from the sum due under any invoice.

11. Cancellation

11.1 The Client can cancel the scheduled service by giving no less than 24 hours prior notice in writing.

11.2 There is a cancellation fee of £20.00 or 40% of the service total for cancelling or rescheduling a cleaning visit with less than 24-hour notice.

11.3 The Company reserves the right to retain the deposit as a cancellation fee/part of a cancellation fee.

11.4 The Client must pay the full price of the booked service if:

11.4.1 Our cleaners arrive at the Client’s address and are unable to gain access to the Client’s home, through no fault of the Company. If keys are provided, they must open all locks without any special efforts or skills;

11.4.2 The Client cancels the booked service with less than 10 hours prior notice.

11.5 If the Client needs to change a cleaning day or time the Company will do its best to accommodate him. Any changes to booked services are subject to a 24 prior notice and availability.

12. Insurance and Liability

12.1 The Company holds public liability insurance to the value of £5,000,000.

12.2 Any claim for damage must be reported to the Company within 24 hours of the cleaning service visit.

12.3 We reserve any right to refuse disclosure of confidential company documents.

12.4 We shall not be liable for any third parties or their actions who enter or are present at the Customer’s premises during the cleaning visit nor any costs incurred of said 3rd parties not being granted access. The cleaners cannot be relied on to grant access to the property to any third parties.

12.5 Items excluded from the cleaning company’s liability include: cash, jewellery, art, antiques and items of sentimental value. Refund for items of sentimental/personal value will be made only at its current cash value.

12.6 We request all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and/or not cleaned by the cleaning operatives.

12.7 We are not responsible for any existing damage to Customer’s property in the form of old stains/burns/spillages etc. which cannot be cleaned/removed completely by the cleaning operative using the industry standard cleaning methods.

12.8 We are not liable for any damages caused by faulty products/equipment provided by the Customer.

12.9 We are not liable for any damages caused by faulty or broken items which lead to other damages.

12.10 Arrival times and cleaning times are an estimate. The company will not be liable, under any circumstances, for missed/cancelled appointment costs or any other costs owing to delayed arrival or completion times.

13. Claims

13.1 The Client agrees that due to the nature of the service the Company guarantees only to correct any problems reported within 24 hours of the completion of the service. If a problem occurs on a Saturday, it must be reported by Monday 12:00 in order to be accepted as a valid claim. Failure to do so will entitle the Client to nothing. The company will review the complaint and make arrangements to return to the property at the client’s and the company’s convenience within 48hrs of the complaint

13.2 The Company may require entry to the location of the claim within 72 hours to correct the problem.

13.3 The Client agrees to inspect the work immediately after its completion and to draw the operatives’ attention to any outstanding cleaning issues while they are still on site. The operatives will carry out any such additional work to the Client’s complete satisfaction.

13.4 If the Client or any third party instructed by the Client is not present at the time of completion of the service then no claims regarding any cleaning issues can be made.

13.5 If the Client instructs a third party to inspect the result from the cleaning, then the Company must be notified before completion of the service.

13.6 In case of a third party inspecting or refusing to inspect the result from the cleaning then the Company cannot be held responsible for rectifying any outstanding cleaning issues not mentioned by the third party.

13.7 Any refunds or adjustments must be requested to the Company directly and subject to approval by the Company.

13.8 While the Company operatives make every effort not to break items, accidents do happen. Identical replacement is always attempted but not guaranteed. For this specific reason, the Company requests all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and /or not cleaned by the cleaning operatives.

13.9 In case of damage, The Company will repair the item at its cost. If the item cannot be repaired the Company will rectify the problem by crediting the customer with the item’s present actual cash value toward a like replacement from a Company’s source upon payment of cleaning services rendered.

13.10 The Company shall not be responsible for damage due to faulty and/or improper installation of any item. All surfaces (i.e., marble, granite, etc.) are assumed sealed and ready to clean without causing harm.

13.11 No claims shall be entertained if the Client has an outstanding balance aged more than 30 days.

13.12 Any attempt to commit insurance fraud or any use of false information to commit any type of fraud will be prosecuted to the fullest extent of the law together by the Company and the Insurance Provider(s). Monetary compensation as well as legal fees may incur.

14. Law

14.1 These Terms are governed by the laws of England and Wales, and are subject to the exclusive jurisdiction of the Courts of England, and Wales.