Terms & Conditions

DOMESTIC CLEANING (REGULAR OR ONE-OFF)

1. Definitions

1.1. In these Terms of Business, the following definitions apply:
* ‘The Company’, ‘We’, and ‘Us’ – means ODReight Domestic Cleaning Solutions Limited and ODReight Commercial Cleaning Solutions Limited.
* ‘Cleaner’, ‘Cleaning Operative’, ‘Staff’ – 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.
* ‘Service’, ‘Regular Cleaning’, ‘One-Off Cleaning’, ‘Cleaning’, ‘Hourly Cleaning’ – means the cleaning services carried out on behalf of the Company.
* ‘Basic Clean’, ‘Standard Clean’, ‘Premium Clean’ – means one-off service that is not hourly charged and follows a set cleaning checklist.
* ‘Cleaning Checklist’ – a detailed list of cleaning tasks
* ‘Booking’ - means the use of one of our services on one occasion.
* ‘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, references to the singular include the plural and references to the masculine include the feminine and vice versa.

1.3. The Headings contained in these Terms are for convenience only and do not affect their interpretation.

2. Contract
2.1. These Terms and Conditions represent a contract between ODReight Domestic Cleaning Solutions Limited and ODReight Commercial Cleaning Solutions Limited and the Client.
2.2. The Client agrees that any use of the Company’s services, including placing an order for services by telephone, fax, email, or website forms shall constitute the Client’s acceptance of these Terms and Conditions.
2.3. Unless otherwise agreed in writing by a managing partner of the Company, these Terms and Conditions shall prevail over any other terms of business or purchase conditions put forward by the Client.
2.4. No variation or alteration of these Terms and Conditions shall be valid unless approved in writing by a managing partner of the Company.

3. Cost
3.1. For Regular Cleaning, Clients are charged £17.50 + VAT per hour and the Company can provide all cleaning supplies and cleaning equipment necessary to carry out the service. There is a minimum of 2 hours per cleaning visit.
3.3. For One-Off Cleaning, Clients are charged £20.00 + VAT per hour. There is a minimum of 2 hours per cleaning visit.
3.4. For Standard or Premium Cleans, Clients will be charged the quoted or advertised price according to the type of service and size of the property.
3.6. For Standard and Premium Cleans the cleaning operatives will follow a checklist provided by the Company. Any cleaning task requested by the Client that is not included in the cleaning checklist will be charged extra. The Client will be informed of the extra charge prior to the commencement of the task and they can choose to go ahead with the extra task or not.

4. Equipment
4.1. Cleaning supplies (detergents, solutions, towels, cloths) and equipment (vacuum cleaner, mop, etc.) provided by the Client must be safe to operate, in full working order and must not require any special skills to be used for the purpose of cleaning.
4.2. If the Client has equipment that is complicated to operate, the Client must provide clear and detailed instructions to the Cleaner.
4.3. If the Client does not have cleaning supplies, and the Client asks the Company/company operative to purchase said items on their behalf, the Client understands that a £5.00 + VAT service charge will apply and will be added to the cleaning materials bill.
4.4. For Hourly Cleaning, the Client does not have to provide a detailed list of cleaning tasks to the operatives prior to commencing. The cleaning operatives will do a general cleaning of the premises to the best of their abilities in the allocated time. The Client may have special requests that can be prioritised.
4.5. For Basic, Standard or Premium Cleans, the cleaners will follow the specific cleaning checklist provided by the Company for the type of service booked. The cleaning checklist will be adapted to every property.
4.6. Any special requests must be requested by the Client in advance via email or phone. The cleaners can refuse requests from the Client if their schedule does not allow them to spend extra time on the job.

5. Payment
5.1. Payment for contracted Clients is due after completion of the cleaning visit by cash, bank transfer or online payment.
5.2. For regular cleaning invoices, the Company reserves the right to add an approximately 3% charge to the total invoice amount if the Client expresses their wish to pay for the services via online payment using a debit or credit card or PayPal or if the Client has used this payment method for 2 or more invoices in the past. That is to cover online payment fees and charges.
5.3. For contracted Clients, the Company will send an invoice monthly, fortnightly, weekly or after each cleaning visit and payment will be due on the date shown on the invoice by cash, bank transfer or online payment.
5.4. Payment for orders placed online, on www.odreight.co.uk via our booking system, is due at the time of placing the order in the form of online payment. We reserve the right to cancel services without notice due to declined transactions or non-cleared funds.
5.5. One-off cleaning service requires a deposit payable to the Company by bank transfer or phone payment by card in advance. The remaining balance must have been paid by cash or card payment to the cleaning operative before the operative leaves the Client’s premises.
5.6. Although greatly appreciated and a powerful way to say ‘Thank you’, the Client understands that tipping is not required.
5.7. The Company reserves the right to charge interest on invoiced amounts unpaid for more than 30 days at the rate of 8% per annum above the Bank of England base rate from the due date until the date of actual payment.
5.8. If the Company is forced to refer the Client’s account for collection to a third party, then extra costs will be added to the outstanding amount by the debt-collecting company.
5.9. Any 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.
5.10. 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.

6. Refunds
6.1. No refund claims will be entertained once the cleaning service has been carried out.
6.2. Refund will be issued only if the Client has cancelled a cleaning visit within the allowed time (24 hours) prior to the start of the cleaning session and a payment has been already taken by the Company.
6.3. Refund will be issued if a cleaning operative does not attend a cleaning visit, payment for which has been already collected by the Company.
6.4. Refund will be issued if the Company decides to cancel a cleaning visit and there is no possibility of rescheduling, payment for which has been already collected by the Company.

7. Cancellation
7.1. There is a £30.00 +VAT late cancellation/lock-out fee for cancelling or rescheduling a visit with less than 24-hour notice for non-contract Clients. The same fee applies if the cleaning operatives are unable to gain access to the Client’s home, through no fault of the Company.
7.2. The contracted Client agrees to pay the full price of the cleaning visit, if:
a) The Client cancels or changes the date/time less than 24 hours prior to the scheduled appointment;
b) The Client fails to provide access to the service premises thus preventing the Company to carry out the booked work;
c) There is a problem with the Client’s keys and the cleaning operatives cannot let themselves in. If keys are provided, they must open all locks without any special efforts or skills.
7.3. If the Client needs to change a cleaning day or time the Company will do its best to accommodate them. A minimum of 24 hours' notice is required. Please note that the Company cannot guarantee that the same operative will be available on the new day and at the time the Client requires. Any changes in the cleaning schedule are subject to availability.
7.4. The Company’s cleaning operatives work on any day of the week including Bank Holidays, unless otherwise specified. If the Client’s cleaning visit is due on a Bank Holiday and he hasn’t called or e-mailed the Company to cancel the visit 24 hours prior to the start of the cleaning session, the Client agrees to and understands that the regular amount due for that cleaning visit will be charged regardless of whether the cleaning operative has cleaned the Client’s property or not.
7.5. Please note that our incoming communication is being checked only between 9am and 5pm, Monday to Friday, therefore an email sent at 18:30 on Friday evening will be deemed to have been received on the next Monday at 9am.

8. Termination of Contract
8.1. The Client may terminate the cleaning contract by giving 30 days prior notice. The Client agrees to have at least 2 cleaning visits carried out during the 30-day notice period.
8.2. The Client agrees to pay a cancellation fee of £30.00 +VAT if 1) No notice is given; 2) The Client provides a termination notice and requires less than 2 cleaning visits.

9. Employment Referral Fee
9.1. The Client is liable for an employment referral fee of £500.00 +VAT per person, should he directly employ (either legally or on a cash basis) anyone currently employed/sub-contracted by the Company, or employed/sub-contracted by the Company within the 1 year period prior to such employment. The Client agrees to pay this fee whether he notifies the Company of his action or the Company discovers this employment independently at any time after it occurs. The Client further agrees to reimburse the Company for any and all collection or legal fees the Company incurs in collecting this fee.

10. Claims
10.1. The Company’s public liability insurance will cover damages caused by a cleaning operative working on behalf of the Company up to £5,000,000.00. All claims are subject to an excess of £100.00.
10.2. The Client agrees that due to the nature of the service the Company guarantees only to correct any problems reported within 24 hours. 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 may require entry to the location of the claim within 24 hours to correct the problem. Any refunds or adjustments must be requested from the Company directly and subject to approval by the Company.
10.3. The Client waives his right to stop payment unless the Company fails to make good on the guarantee shown in part 14.
10.4. 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.
10.5. 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.
10.6. 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.
10.7. No claims shall be entertained if the Client has an outstanding balance aged more than 30 days.
10.8. 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.
10.9. Key replacement/locksmith fees are paid only if keys are lost by our operatives. There is a £30 per location liability limit.

11. Complaints
11.1. All complaints must be received in writing by letter or email.
11.2. If the Client is unpleased with a currently occurring service, the Company asks that the Client notifies it as soon as they notice anything that might be to his dislike by emailing contact@odreight.co.uk. Please do not wait until the service has ended.
11.3. Please note that our incoming communication is being checked only between 9am and 5pm, Monday to Friday, therefore an email sent at 18:30 on Friday evening will be deemed to have been received on the next Monday at 9am.

12. Liability
12.1. The Company shall not be liable under any circumstances for any loss, expense, damage, delay, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Client arising from or in any way connected with a late arrival of Company operatives at the service address. The Company endeavours to be right on time on any visit but sometimes due to transport-related and other variables which are beyond the Company’s control, the Company operatives may arrive with a delay or the cleaning visit may be re-scheduled.

12.2. The Company shall not be liable under any circumstances for any loss, expense, damage, delay, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Client arising from or in any way connected with:
a) A cleaning job not complete due to the lack of suitable/enough cleaning materials, lack of hot water or electricity, or equipment not in full working order;
b) Third-party entering or present at the Client’s premises during the cleaning process;
c) An existing damage to the Client's property in the form of old stains/burns/spillages etc. which cannot be cleaned/removed completely by the cleaning operative using the Company’s or the Client’s cleaning equipment and materials and in accordance with the industry standard cleaning methods as described in the Company’s method statements;
d) Any damages caused by faulty/not in full working order equipment or materials supplied by the Client;
e) Any damages worth £100.00 or less unless otherwise agreed by a Company’s management representative.
12.3. The Company shall not be liable under any circumstances for any loss, expense, damage, delay, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Client arising from or in any way connected with the Company carrying out services for the Client if the Client has an outstanding amount aged 30 days or more from the date the payment was due.

13. Supplementary Terms
13.1. If the Client requests keys to be collected by the Company’s operatives from a third party’s address outside the postal code of the serviced address, then a £5.00 +VAT charge will apply unless otherwise agreed by a Company’s management representative. The charge will cover only the pickup of keys. If said keys need to be returned to the third party’s address or any other address another charge of £5.00 +VAT will apply.
13.2. The Company reserves the right to re-evaluate rates at any time should the Client’s initial requirements change.
13.3. The Company reserves the right to amend the initial quotation, should the Client’s original requirements change. Differences in excess of 20% of the initial quote will be discussed with the Client prior to the start of the work.

13.4. The Company reserves the right to take photographs of the Client's premises without requiring prior consent as long as the photographs do not show persons or any other sensitive content. The photographs will be for Company reference only and will not be shared with any third party unless the Client gives their consent.
13.5. If any estimates of how long it will take the cleaning operatives to complete the job are being provided those are only estimates based on the average time it takes to clean a home or an office of similar size to the Client’s, it being difficult to calculate precisely how long such tasks may take and that a degree of flexibility may be required. Please note that one-off cleans may take longer to complete due to longer intervals between cleaning sessions, number and type of cleaning tasks required, when compared to the regular maintenance cleaning of the same property.
13.6. The Company shall do everything in its power to arrange an immediate replacement should an operative cannot attend a scheduled visit and will inform the Client prior to the visit. If the Company cannot arrange a replacement it will offer the Client, the option to reschedule the cleaning visit.
13.7. Post Construction Cleaning (Builders Cleaning), Event Cleaning or badly neglected homes may take up to three times longer than a well-maintained home requiring general cleaning. Therefore, the Company advises the Client to ask for our specialist cleaning services: Builders Cleaning, Deep Cleaning or Event Cleaning.
13.8. The cleaning operatives are not allowed to hand wash any dishes belonging to the Client. The Company advises that our operatives can only use a dishwasher for such tasks.
13.9. The cleaning operatives are not allowed to iron any items of clothing belonging to the Client, unless otherwise agreed with a Company’s management representative.
13.10. All fragile and highly breakable items must be secured or removed.

13.11. The Client must provide a parking space for the Company's operatives for the duration of the work. If the Client cannot provide free parking or a valid visitor's parking permit and the Company or its operatives have to pay for the parking for the duration of the cleaning, the Client agrees to cover the total amount paid for the parking which will be added to the final invoice.
13.12. The Company reserves the right to make any changes to any part of these Terms and Conditions without giving any prior notice. The Company may add to or alter these Terms and Conditions from time to time and any alterations or additions will apply to new business but not to existing contracts. Please refer to your copy of these Terms and Conditions.

14. Our Guarantee
14.1. The Company has built its business and reputation by providing its Clients with the best cleaning service available. Still, the Company realises, that because its operatives are human beings, they can sometimes make mistakes. For this reason, the Company offers a guarantee. If the Client is not satisfied with the cleaning standard of certain areas after the cleaning, the Company’s operatives will come back to the Client’s home and re-clean those areas free of charge.

15. Law
15.1. 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.

END OF TENANCY / DEEP CLEANING / BUILDERS CLEANING
(COMMERCIAL OR DOMESTIC)

1. Definitions
1.1. In these Terms of Business, the following definitions apply:
* ‘The Company’, ‘We’, and ‘Us’ – means ODReight Domestic Cleaning Solutions Limited and ODReight Commercial Cleaning Solutions Limited.
* ‘Cleaner’, ‘Cleaning Operative’, ‘Staff’ – 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.
* ‘Service’, ‘End of Tenancy Cleaning', ‘EOT’, ‘Move In / Out Cleaning’, ’Deep Cleaning’, ‘Builders Cleaning’ – means the cleaning services carried out on behalf of the Company.
* ‘Booking’ - means the use of one of our services on one occasion
* ‘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. The Headings contained in these Terms are for convenience only and do not affect their interpretation.

2. Contract
2.1. These Terms and Conditions represent a contract between ODReight Domestic Cleaning Solutions Limited and ODReight Commercial Cleaning Solutions Limited 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, fax, email, website forms shall constitute the Client’s acceptance of these Terms and Conditions.
2.4. Unless otherwise agreed in writing by a managing partner 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 managing partner of the Company.

3. Quotations
3.1. End of Tenancy or Deep Cleaning is charged per job considering the size of the premises, current condition, and number of rooms, bathrooms, WCs, shower rooms and en-suites. Please note that we do not charge per hour per cleaner and the number of operatives attending your premises may vary. The number of operatives in a team cannot affect the initially quoted price.
3.2. The quoted price does not include extras like carpet and upholstery steam cleaning, stripping and polishing floors, washing up dishes, taking more than 5 items out of cupboards and then putting them back in, dusting books, cleaning ceilings, cleaning balconies/terraces, cleaning patios/gardens. Those extra services are priced separately unless otherwise stated in writing via email.
3.3. The company uses national average room sizes when calculating quotations over the phone or email.
3.4. All quotations are given by the Company following a request by the Client and shall remain open to acceptance for a period of 30 days from their date.
3.5. The Company reserves the right to amend the initial quotation, should the Client’s original requirements change.
3.6. Where an initial viewing of the premises has not been done prior to the commencement of the work, differences in excess of 20% will be discussed with the Client prior to the start of the work. In such cases, the Client will have to pay a £30.00 +VAT cancellation fee if he does not accept the updated price.
3.7. The Company reserves the right to discuss differences in excess of 50% with the Client if the premises are in very bad condition.

4. Equipment
4.1. The Company shall provide all cleaning supplies and cleaning equipment necessary to carry out the service.
4.2. The Client must provide running hot water, electricity and enough light at the premises where the service takes place. During the cold season, the Client must provide heating at the premises.

5. Payment
5.1. The Service requires payment in full payable to the Company by cash, online payment, bank transfer or card payment to the cleaners within 24 hours of service completion.
5.2. The Service requires receipt of an upfront payment of 30% of the total price quoted within a maximum of 48h after acceptance of the quote by the Client, this is in order to secure the booking.
5.3. The Company will send an invoice to the Client via email or post for the Services quoted prior to or within 7 days of completion of the work. The Client will have to make a payment by the date shown on the invoice as the due date.
5.4. For payments made with a debit or credit card, The Company will not share the customer's card details with a third party.
5.5. Where agreed verbally or in writing the Client must make payment by cash or by card before the cleaner leaves the Client’s premises.
5.6. We reserve the right to cancel services without notice due to overdue payments from one or more previous cleaning visits.
5.7. Although greatly appreciated and a powerful way to say ‘Thank you’, the Client understands that tipping is not required.
5.8. The Company reserves the right to charge interest on invoiced amounts unpaid for more than 30 days at the rate of 8% per annum above the Bank of England base rate from the due date until the date of actual payment under the Late Payments Act.
5.9. The Company reserves the right to charge £40.00 +VAT 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.
5.10. 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 +VAT per cheque.
5.11. 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 provided to the Company with any outstanding amounts owed to the Company.
5.12. Where such alternative arrangements have been made the Client must make payment within 30 days of the invoice date.
5.13. 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.

6. Cancellation
6.1. The Client can cancel the scheduled service by giving no less than 72 hours prior notice in writing.
6.2. Please note that our incoming communication is being checked only between 9am and 5pm, Monday to Friday, therefore an email sent at 18:30 on Friday evening will be deemed to have been received on the next Monday at 9am.
6.3. There is a cancellation fee of 30% of the service total quote for cancelling or rescheduling an end of tenancy or deep clean with less than 72 but more than 24 hours’ notice.
6.4. If less than 24 hours’ notice is given, the Company reserves the right to charge the Client up to 75% off the total quoted price, depending on circumstances, and will invoice the Client accordingly.
6.5. The Client must pay the full price of the booked service if:
a) Our cleaners arrive at the Client’s address and are unable to gain access to the Client’s home or premises, through no fault of the Company. If keys are provided, they must open all locks without any special efforts or skills;
b) The Client cancels the booked service with less than 2 hours prior notice.
6.6. 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 24 prior notice and availability.

7. Refunds
7.1. No refund claims will be entertained after 24 hours have passed since the cleaning service has been completed.
7.2. Refund will be issued only if a Service has been paid in advance and a cleaning operative has not been able to carry out the cleaning due to reasons beyond the Client’s responsibility.

8. Complaints
8.1. All services shall be deemed to have been carried out to the Client’s satisfaction unless written notice is received by the Company with details of the complaint within 24 hours of the work being completed. All complaints must be received in writing by post or email no later than 24 hours after the completion of the service. The Company will fully investigate any complaint and attempt to resolve it to the satisfaction of the Client, or alternatively to a reasonable standard.
8.2. The Client agrees to allow the Company back to re-clean any disputed areas/items before making any attempts to clean those areas/items himself or arranging a third party to carry out cleaning or repair services with regards to the above. Failure to do so will void our Company Guarantee and we will consider the matter fully settled. If payment has not been received in full or has been stopped by the Client, we will immediately refer the account for collection.
8.3. Please note that our incoming communication is being checked only between 9am and 5pm, Monday to Friday, therefore an email sent at 18:30 on Friday evening will be deemed to have been received on the next Monday at 9am.

9. Claims
9.1. The Client must report problems within 72 hours of completion of the work during which time the premises must not be in use in any way and no other works must be carried out.
9.2. The Client agrees that due to the nature of the service the Company guarantees only to correct any problems reported within 72 hours of the completion of the service. Failure to do so will entitle the Client to nothing.
9.3. The Company may require entry to the location of the claim within 24 hours to correct the problem.
9.4. 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.
9.5. 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 unless otherwise stated in writing by a managing partner of the Company.
9.6. If the Client instructs a third party (estate agent, private landlord) to inspect the result from the cleaning then the Company must be notified before completion of the service.
9.7. In case of the Client or third party 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.
9.8. Any refunds or adjustments must be requested from the Company directly and subject to approval by the Company.
9.9. The Client waives his right to stop payment unless the Company fails to make good on the guarantee shown in part 13.
9.10. 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.
9.11. 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.
9.12. 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.
9.13. No claims shall be entertained if the Client has an outstanding balance aged more than 30 days.
9.14. 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.

a) Its failure to carry out its services as a result of factors that are beyond its control. Factors beyond its control include acts of God, floods, severe weather conditions, inability to gain access to premises, lack of appropriate resources, such as water, electricity, and lighting;
b) Late arrival of Company operatives at the service address. The Company endeavours to be right on time on any visit but sometimes due to transport-related and other problems which are beyond the Company’s control, the Company operatives may arrive with a delay or the cleaning visit may be re-scheduled.
c) An existing damage to the Clients 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;
d) Non-satisfactory result from the service due to the Client or third-party walking on wet floors or using appliances during or shortly after the cleaning process;
10.2. The Company shall not be liable for any damages worth £100.00 or less.
10.3. The Company shall not be liable for any odours arising during and/or after cleaning when this is due to factors such as lack of ventilation, and/or appropriate heating.
10.4. The Company shall not be liable under any circumstances for any loss, expense, damage, delay, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Client if the Client has an outstanding balance aged 30 days or more from the date the payment was due.

11. Supplementary Terms
11.1. If the Client requests keys to be collected by the Company’s operatives from a third party’s address outside the postal code of the serviced address, then a £5.00 +VAT charge will apply unless otherwise agreed by a Company’s management representative. The charge will cover only the pickup of keys. If said keys need to be returned to the third party’s address or any other address another charge of £5.00 +VAT will apply.
11.2. If any estimates of how long it will take the cleaning operatives to do the job required are being provided that is only an estimate based on the average time it takes to clean a home or premises of similar size to the Client’s, it being difficult to estimate precisely how long such tasks may take and that a degree of flexibility may be required.
11.3. The quotation excludes the clearing of debris created by tradesmen or building work unless otherwise stated.
11.4. Our cleaners are happy to move furniture. Due to Health and Safety regulations, one cleaner will attempt to move only furniture that requires no more than one person.
11.5. Cleaning of Venetian blinds is optional at a cost of £10.00 +VAT per regular window.
11.6. The Company shall arrange an immediate replacement should an operative cannot attend a scheduled visit, and will inform the Client prior to the visit, if necessary.
11.7. All fragile and highly breakable items must be secured or removed.
11.8. If the premises are not vacated, The Client shall ensure that all valuables are stored away when work is carried out. The Company recommends that the property is always supervised by the Client or his representative during the work. The Company shall not be responsible for the Client's failure to comply with this obligation.
11.9. The provisions of this contract are not intended to confer any benefit upon Third parties and the provisions of the Contracts (Rights of Third Parties) Act 1999, are hereby expressly excluded from this agreement.

11.11. The Client must provide a parking space for the Company's operatives for the duration of the work. If the Client cannot provide free parking or a valid visitor's parking permit and the Company or it's operatives have to pay for the parking for the duration of the cleaning, the Client agrees to cover the total amount paid for the parking which will be added to the final invoice.
11.11. The Company reserves the right to make any changes to any part of these Terms and Conditions without giving any prior notice. The Company may add to or alter these Terms and Conditions from time to time and any alterations or additions will apply to new business but not to existing contracts. Please refer to your copy of these Terms and Conditions.

12. Our Guarantee
12.1. The Company has built its business and reputation by providing its clients with the best possible cleaning service available. Still, the Company realises, that because its operatives are human beings, they sometimes make mistakes. For this reason, the Company offers you a guarantee. If the Client is not satisfied with the Company’s service for any reason, the Company’s operatives will come back to the Client’s home or premises and re-clean to his complete satisfaction.
12.2. Our guarantee is subject to a complaint notice no later than 72 hours after the completion of the service.

13. Insurance
13.1. The Company shall insure all work it undertakes. The Company’s public liability insurance covers damages caused by a cleaning operative working on behalf of the Company up to £5,000,000. All claims are subject to an excess of £100.00.

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.

PROFESSIONAL CARPET CLEANING / OVEN CLEANING / WINDOW CLEANING
(COMMERCIAL OR DOMESTIC)

1. Definitions
1.1. In these Terms of Business, the following definitions apply:
* ‘The Company’, ‘We’, ‘Us’ – means ODReight Domestic Cleaning Solutions Limited and ODReight Commercial Cleaning Solutions Limited.
* ‘Cleaner’, ‘Cleaning Operative’, ‘Staff’ – 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.
* ‘Service’, ‘Carpet cleaning’ – means the cleaning services carried out on behalf of the Company.
* ‘Booking’ - means the use of one of our services on one occasion
* ‘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. The Headings contained in these Terms are for convenience only and do not affect their interpretation.

2. Contract
2.1. These Terms and Conditions represent a contract between ODReight Domestic Cleaning Solutions Limited and ODReight Commercial Cleaning Solutions Limited 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, fax, email, website forms shall constitute the Client’s acceptance of these Terms and Conditions.
2.4. Unless otherwise agreed in writing by a managing partner 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 managing partner of the Company.

3. Quotations
3.1. Carpet cleaning is charged per type of room considering the type of carpet fibres.
3.2. The company uses national average room sizes when calculating quotations over the phone.
3.3. Window cleaning is charged per size of property and type of windows. Conservatories are charged extra.
3.4. Oven cleaning is charged per number of units and type of oven. A discount might be offered if the oven is in good condition and the job takes less time than expected, subject to completion of the work.
3.5. All quotations are given by the Company following a request by the Client and shall remain open to acceptance for a period of 30 days from their date.
3.6. The Company reserves the right to amend the initial quotation, should the Client’s original requirements change.
3.7. Differences in excess of 25% will be discussed with the Client prior to the start of the work. In such cases, the Client will have to pay £30.00 +VAT cancellation fee if he does not accept the updated price.

4. Equipment
4.1. The Company shall provide all cleaning supplies and carpet cleaning equipment required to carry out the service.
4.2. The Client must provide running hot water and electricity at the premises where the service takes place.

5. Payment
5.1. The Company reserves the right to request a 30% deposit payable to the Company by phone payment or bank transfer at the time of the booking.
5.2. 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, card or bank transfer before the cleaner leaves the Client’s premises.
5.3. We reserve the right to cancel services without notice due to declined credit card transactions or non-cleared funds.
5.4. Although greatly appreciated and a powerful way to say ‘Thank you’, the Client understands that tipping is not required.
5.5. The Company reserves the right to charge interest on invoiced amounts unpaid for more than 30 days at the rate of 8% per annum above the Bank of England base rate from the due date until the date of actual payment under the Late Payments Act.
5.6. The Company reserves the right to charge £30.00 +VAT administrative fee, plus any solicitors’ fees, in addition to the balance due, for any account we must refer for collection.
5.7. 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 +VAT per cheque.
5.8. 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.
5.9. Where such alternative arrangements have been made the Client must make payment within 30 days of the invoice date.
5.10. 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.

6. Cancellation
6.1. You can cancel the booking by providing written notice to be received by us not less than 24 hours prior to the service start.
6.2. Please note that our incoming communication is being checked only between 9am and 5pm, Monday to Friday, therefore an email sent at 18:30 on Friday evening will be deemed to have been received on the next Monday at 9am.
6.3. If we are prevented from carrying out the booked services due to your failure to provide: 24 hours cancellation notice, access to your property or electricity/water, you will be charged £50.00 cancellation fee. If keys are provided, they must open all locks without any special efforts or skills.
6.4. The Company reserves the right to retain the £20.00 deposit as a cancellation fee/part of a cancellation fee.
6.5. 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 24 hours prior notice and availability.

7. Refunds
7.1. Refund will be issued only if:
a) The Client has cancelled a cleaning visit within the allowed time (24 hours) prior to the start of the cleaning visit;
b) A cleaning operative has not been able to carry out the cleaning due to reasons beyond the Client’s responsibility.

8. Complaints
8.1. We request that complaints or feedback be provided in writing (by letter or email) within a reasonable time of service completion, to ensure that the details are received in a clear and complete manner.
8.2. All services shall be deemed to have been carried out to the Client’s satisfaction unless a written notice detailing the complaint is received by the Company within a reasonable time of service completion. The Company will fully investigate any complaint and attempt to resolve it to the satisfaction of the Client, or alternatively to a reasonable standard.
8.3. The Client agrees to allow the Company back to re-clean any disputed areas/items or repair damaged items, before making any attempts to clean those areas/items himself or arranging a third party to carry out cleaning or repair services with regards to the above. Failure to do so will void our Company Guarantee and we will consider the matter fully settled. If payment has not been received in full or has been stopped by the Client, we will immediately refer the account for collection.
8.4. Please note that our incoming communication is being checked only between 9am and 5pm, Monday to Friday, therefore an email sent at 18:30 on Friday evening will be deemed to have been received on the next Monday at 9am.

9. Claims
9.1. The Client agrees that due to the nature of the service the Company guarantees only to correct any problems reported within a reasonable time of the completion of the service. Failure to do so will entitle the Client to nothing.
9.2. The Company may require entry to the location of the claim as soon as possible in order to rectify the problem.
9.3. The Client agrees to inspect the work immediately upon its completion and to draw the operatives’ attention to any outstanding issues while they are still on site. The operatives will carry out any such additional work to the Client’s complete satisfaction.
9.4. If the Client or any third party instructed by the Client is not present at the time of completion of the service to inspect the work, then no claims regarding any cleaning issues can be made.
9.5. If the Client instructs a third party to inspect the result from the cleaning, then the Company must be notified before the completion of the service.
9.6. 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.
9.7. Any refunds or adjustments must be requested from the Company directly and subject to approval by the Company.
9.8. The Client waives his right to stop payment unless the Company fails to make good on the guarantee shown in part 11.
9.9. 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.
9.10. In case of confirmed damage, caused by Company operatives, the Company will attempt to 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.
9.11. 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.

10. Liability
10.1. The Company shall not be liable under any circumstances for any loss, expense, damage, delay, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Client arising from or in any way connected with:
a) Its failure to carry out its services as a result of factors that are beyond its control. Factors beyond its control include acts of God, floods, severe weather conditions, inability to gain access to premises, lack of appropriate resources, such as water, electricity, and lighting;
b) Late arrival of Company operatives at the service address. The Company endeavours to be right on time on any visit but sometimes due to transport-related and other problems which are beyond the Company’s control, the Company operatives may arrive with a delay or the cleaning visit may be re-scheduled.
c) An existing damage to the Clients 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;
d) Non-satisfactory result from the service due to the Client or third-party walking on wet floors or using appliances during or shortly after the cleaning process;
10.2. The Company shall not be liable for any damages worth £100.00 or less.
10.3. The Company shall not be liable for any odours arising during and/or after cleaning when this is due to factors such as, lack of ventilation, and/or appropriate heating.
10.4. The Company shall not be liable under any circumstances for any loss, expense, damage, delay, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Client if the Client has an outstanding balance aged 30 days or more from the date the payment was due.

11. Supplementary Terms
11.1. If the Client requests keys to be collected by the Company’s operatives from a third party’s address outside the postal code of the serviced address, then a £5.00 +VAT charge will apply unless otherwise agreed by a Company’s management representative. The charge will cover only the pickup of keys. If said keys need to be returned to the third party’s address or any other address another charge of £5.00 +VAT will apply.
11.2. If any estimates of how long it will take the cleaning operatives to do the job required are being provided that is only an estimate based on the average time it takes to clean a home or premises of similar size to the Client’s, it being difficult to estimate precisely how long such tasks may take and that a degree of flexibility may be required.
11.3. The quotation excludes the clearing of debris created by tradesmen or building work unless otherwise stated.
11.4. Our cleaners are happy to move furniture. Due to Health and Safety regulations, one cleaner will attempt to move only furniture that requires no more than one person.
11.5. The Company shall arrange an immediate replacement should an operative cannot attend a scheduled visit, and will inform the Client prior to the visit, if necessary.
11.6. All fragile and highly breakable items must be secured or removed.
11.7. If the premises are not vacated, The Client shall ensure that all valuables are stored away when work is carried out. The Company recommends that the property is always supervised by the Client or his representative during the course of the work. The Company shall not be responsible for the Client's failure to comply with this obligation.
11.8. The provisions of this contract are not intended to confer any benefit upon Third parties and the provisions of the Contracts (Rights of Third Parties) Act 1999, are hereby expressly excluded from this agreement.

11.9. The Client must provide a parking space for the Company's operatives for the duration of the work. If the Client cannot provide free parking or a valid visitor's parking permit and the Company or its operatives have to pay for the parking for the duration of the cleaning, the Client agrees to cover the total amount paid for the parking which will be added to the final invoice.
11.10. The Company reserves the right to make any changes to any part of these Terms and Conditions without giving any prior notice. The Company may add to or alter these Terms and Conditions from time to time and any alterations or additions will apply to new business but not to existing contracts. Please refer to your copy of these Terms and Conditions.

13. Law
13.1. 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.

TERMS & CONDITIONS

Professional cleaning services in Cambridgeshire and surrounding areas