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Terms and Conditions

Definitions

  • ''Company'' ''We '' Us'' – Cornish Hospitality Housekeepers ( the ''Company''), 

  • ''Customers'' the person, firm, or corporate body together with any subsidiary or associated company as defined by the Companies Act 1985 to whom cleaning and concierge services are supplied by the Company

  • ''Housekeeper'' – means the person or firm carrying out the cleaning services on behalf of the Company

  • ''Service'' – such as cleaning duties, agreed with the Customer at the time of booking and detailed in the customer cleaning checklist

  • ''Premises'' – an address supplied by the customer

  • ''Service Time'' – the date and time mutually agreed between the Company and the Customer at which the service will be undertaken

  • ''Checklist'' – detailed list of duties to be carried out by the cleaner

  • ''Agreement'' – these terms and conditions and the Checklist constitutes the full-service agreement between the Customer and the Company

  • ''Website'' 

Cleaning Services

  • Subject to the terms and conditions of this agreement, the Company agrees to provide the Service to the customer at its Premises

  • The Service will be for cleaning duties as agreed with the Customer at the time of booking, and detailed in the customer cleaning Checklist which also forms part of this agreement.

  • The Company will provide one or more cleaners to attend the Premises to provide the Service at a time and the agreed Service time.

  • The Company will endeavour to provide the Service faithfully, diligently and in a timely and professional manner.

  • Every Cleaner that the company employs will be required to complete an application form, provide evidence of their eligibility to work, provide at least 2 good references and fill in a housekeeper questionnaire before being asked to interview. We thoroughly vet our cleaners to ensure high standards are maintained.

  • The Company can provide cleaning materials and equipment as specified in the Services .All equipment provided will be safe and in full working order.

  • If any estimate is given on how long it will take a Cleaner to do the job , this is only an estimate based  on average time it takes to clean a home of a similar size. It is difficult to estimate precisely how long the job may take. A degree of flexibility may be required .

  • The Company's acceptance of your booking brings into existence a legally binding contract between us.

 

Your Satisfaction Guaranteed 

If you're not completely satisfied with any part of our Service we will return to the Premises to re-clean the area/task within 24 hours free of charge . In order for us to carry out a free re-clean you must contact the Company's office as soon as possible during normal working hours and no later than one working day from the original Service Time. This guarantee does not apply if the Customer has not complied with the Terms and Conditions in Customer Representations and Warranties.

 

Additions and Amendment binding

  • Any changes to the Service to be provided must be agreed by the Company prior to the Service Time.

  • If the Customer requires any additional services or variations at the time the Service is being performed the Customer must first contact the Company by telephone who may agree to any changes to the Services being provided. The Cleaner is not authorised to agree to any changes to the Services being provided. The Customer must not request such changes directly from the Cleaner.

 

Customer Representation and Warranties

The Customer represents and warrants that -

  • It will provide a safe working environment at the Premises for the Cleaner to perform the the Service*.

  • The Cleaner will be encumbered and unobstructed access to the areas of the Premise requiring the Service.

  • It will provide the Cleaner with access to all services and utilities ( including hot and cold water, electricity, and rubbish bins) as required but the Cleaner to provide Services.

  • It will advise the Company prior to the commencement  of the Service of any hazards , slippery services, risks or dangers, ingrained dirt , grease or grime at the premises

  • It is authorised to use the Premises and obtain provision of Service.

Deep Cleans

If the customer requires the Cleaner to clean behind or under heavy items ( e.g. fridge, bookshelf, or other furniture), they will move those items prior to the commencement of the Service ( unless otherwise pre agreed at the time of booking when adequate help can be arranged)  and the Customer will secure or remove fragile, delicate, breakable or valuable items , including cash, jewellery , works of art, antiques or items of sentimental value prior to commencement of the Service.

Fridges and freezers must be thoroughly defrosted before deep cleaning can start. Ovens must be in a condition that will enable thorough cleaning with standard professional cleaning products.

 

The Cleaner will do their best to make sure electrical appliances including microwave oven, fridge/freezer, are cleaned to a high standard. However if they have not been cleaned since they were purchased we won't be liable for ingrained dirt that cannot be shifted using standard professional cleaning products.

 

The Cleaners are not allowed to hand wash any items of clothing  belonging to the Customer. The Company advises that our Cleaners can only use a washing machine for such tasks.

Health and Safety Risks

  • The Cleaner is entitled to undertake a job safety analysis before the commencement of any work to assess the health and safety risk at the Premises.

  • The Cleaner may, either before or during the provision of the Service, not use or cease using any materials or cleaning equipment provided by the Customer if the Cleaner thinks, in their absolute discretion, that the use of such materials or cleaning equipment poses a risk to health and safety.

  • The Cleaner may, either before or during the provision of the Service not provide or cease the provisions of the Service where carrying out the Service presents, in their absolute discretion of the Cleaner, a risk to health and safety.

 

No Engagement of Cleaners

  • The Customer acknowledges the Company invests significant resources in recruiting, selecting and training its Cleaners. Unless the Company gives prior written permission, the Customer must not, directly or indirectly, engage, employ or contract with any Cleaner to provide domestic or commercial cleaning services to the Customer or any associate of the Customer for any period during which the Services are being provided by the Company and for a period within 12 months after the conclusion of any Service. The 12 month period remains in effect even if the Cleaner leaves the employment of the Company during this period.

  • The Customer acknowledges that the Company may suffer loss and damage, including, without limitation consequential loss, as a result of a breach of this clause by the Customer

Job Quotations

  • The actual price payable by the Customer is calculated on a piece rate basis depending on the size and number of properties cleaned.

  • An on site inspection will normally be undertaken prior to the provision of a quote. Any price quoted by the Company without on site inspection is an estimate only based on the Company experience, and based on information provided by the Customer. Subject to this clause, quotes are valid for 30 days from the date of the quote.

  • The Company reserves the right to amend the initial quotation, should the Customer's original requirements change. Differences in excess of 10% will be discussed with the Customer prior to the commencement of work.

  • If at the commencement or during the course of providing the Service, it is apparent that the actual cost of the Service will exceed the quote provided by the Company. The Company will provide the Customer with the option to pay an increase fee to complete the Service, or pay the quoted amount without the Service being completed

  • The Customer must inform the Company whether any cleaning services required are for a 'Deep Clean' at the time of quotation.

  • If our Cleaners need to collect keys from a third party's address outside the postal code of the Premises where the work is to be carried out then a £15.00 fee may apply

Bookings

  • The Company's Service may be ordered by telephone, e-mail or online and you agree to be bound by these terms and conditions.

  • At the time of booking the Customer must provide details of any hazards, slippery surfaces, risks or dangers, ingrained dirt, grease or grime located at the Premises.

  • The Company provides all quotations at the time of booking.

  • The Company reserves the right to not accept a booking for any reason.

  • You will need to provide the Company with your e-mail address or your mobile number and we will notify you again to confirm details.

  • An acceptance of order will take place when we receive your completed and signed Agreement.

  • These terms and conditions shall be governed by relevant United Kingdom law, and by agreeing to be bound by them the Customer agrees to submit to the exclusive jurisdiction of the relevant courts of the United Kingdom. The Company reserves the right to make any changes to any part of these terms and conditions without giving any prior notice.

 

Payment terms

  • The Customer agrees to pay the price quoted by the Company within 7 days of the invoice date unless otherwise agreed in writing by the Company.

  • We accept the following payment methods: Cash or Bank Transfer

  • If it is not possible to obtain full payment for our services within the 7 days of the invoice date unless otherwise agreed, then we can cancel the contract and / or suspend any further bookings with you. This does not affect any other rights we may have.

  • Although greatly appreciated and a powerful way to say ' Thank you', the customer understands that tipping is not required.

 

Non payment

  • The Company will collect any outstanding monies owed to it. If as a result it has to use a debt collecting agency or county court to secure payment, you agree to pay any debt collecting fees, court fees, legal cost, or interest that will occur due to the result of non payment of your outstanding bill.

 

Late payment fees

  • Where the Company has agreed to invoice the Customer for payment fees after the Service has been completed, the Customer agrees to pay in full , all fees due, within 7 daysof the invoice date.

  • The Customer agrees that if the Company has not yet received payment in full for the Service within one calendar month of the original invoice date then a late payment fee of 20% applies for the first month. Interest will be charged at a fixed rate of 20% per month on any remaining amount outstanding there after.

  • In addition to the amounts set out above, the Customer agrees to indemnify the Company for all legal costs ( on a solicitor and client or full time indemnity basis, whichever is greater) and other expenses incurred by the Company in connection with a demand, action or other proceedings ( including mediation, out of court settlement or any action take for recovery of debt from the Customer ) arising out of a breach of these terms including failure by the Customer to pay an amount by the due date.

Non Appearance

  • If a Cleaner fails to attend the Premises within 1 hour of the Service Time and does not provide the requested Service, the Company will provide the Customer with either :

  1. Replacement cleaner OR

  2. a full refund of payments made by the Customer for that booking OR

  3. offer to reschedule the Service at another time mutually agreed between the Customer and the Company

 

Complaints

  • If the Customer is dissatisfied for any reason with Service provided, it must inform the Company in writing via letter or email within 24 hours of completion of the Service.

  • The Company strives to achieve 100% customer satisfaction and will endeavour to resolve the problem quickly and efficiently.

  • We will not consider any complaints that are notified after a period of 24 hours

  • If you are dissatisfied with the work, a Cleaner must be allowed to return and re-do the job at no extra cost.

  • The Customer waives the right to protest cash or bank transfer payments unless the Company fails to make good on the guarantee shown in Your Satisfaction Guaranteed

  • The Company will not be held liable for any work not completed , or not completed to a good standard, if other people are present at the Premises when our Cleaners are working and carrying out the job.

  • Parking charges are applicable if parking arrangements cannot be arranged.

 

Exclusions and Limitations

The Company is not responsible for -

  • not completing or providing for Service as a result of a breach of a warranty by the Customer (including customers representations and warranties as detailed in Customer Representations and Warranties.

  • Not completing or providing Service as a result of the Cleaner not proceeding for health and safety reasons.

  • Any loss or damage incurred by the Customer or any third party as a result of the late arrival of the Cleaner at the Premises. The Company endeavours to arrive at the specified Service Time but sometimes due to transport related and other problems which are beyond the Company's control, the Cleaner may arrive with delay or the Service Time may be rescheduled.

  • Any loss or damage incurred by the Customer or any third party as a result of the effects of a force majeure, being any event beyond the reasonable control of the Company.

  • Not completing or providing the Service due to an act or omission of the Customer or any other person at the Premises during provision of Service.

  • Existing dirt, wear, damage and stains that cannot be completely removed using normal cleaning methods.

  • Any wear or discolouring of fabric or surfaces becoming more visible once dirt has been removed using normal cleaning methods

  • Any wear or discolouring of fabric or surfaces becomes more visible once dirt has been removed.

  • All fragile and highly breakable items, cash , jewellery, items of sentimental value , art and antiques.

  • The cost of any key replacement or locksmith fees, unless keys were lost by the Company or the Cleaner.

  • Old stains that cannot be removed using normal cleaning methods

  • Accidental damage due to fault equipment.

  • Any accidental damage caused by a Cleaner working for the Company, if there is an outstanding amount owed to the Company ( excluding payment due for the Cleaning visit when the accident happened).

  • Triggering any alarm systems. Customers should provide special instructions for deactivation/activation of any alarm systems.

  • Any damages worth £50  or less.

 

Accidents , breakage,damage and theft

  • While the Cleaner will treat your property with great care, accidents can and do happen from time to time . The Company has public and employers liability insurance. The policy will cover major accidental damage caused by the Cleaner.

  • The Customer must inform the Company of any incident where an accident, breakage , damage to property or theft has occurred due to any act of the Cleaner within 24 hours of completion of Service.

  • Any claims reported later than 24 hours after the clean will not be considered. If a report of damage is made on a Saturday it must be reported by Monday 12pm to be accepted as a valid claim.

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

  • All fragile and highly breakable items must be secured or removed . Items excluded from liability are – cash, jewellery, items of sentimental value, art and antiques.

  • We may require entry to the location of the claim within 24 hours to correct or assess the problem.

  • In case of damage, The Company will repair them 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 towards a like replacement from a Company's source upon payment of cleaning services rendered.

  • 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.

 

Changes

  • You can change the number of hours, and the interval between cleaning visits, by giving at least 48 hours notice before the next cleaning visit.

 

Cancellation

  • The Customer must provide the Company with at least 48 hours notice prior to the Service time, if they wish to suspend , postpone or cancel the Service Time for any reason.

  • In the event that such notice has been given, the Company will endeavour to reschedule the Service required.

  • You agree to pay the full price of the cleaning visit if you cancel or change the date/time less than 48 hours prior to the scheduled appointment . You agree to pay the full price for the Services in the event of a lockout caused by our Cleaners being turned away, no one at the Premises or a problem with Customers keys. If keys are provided they must open the lock, without special efforts or skills. You agree to pay the full price of one cleaning visit in the case of a termination of Services without giving 7 days advance notice. You have the right to terminate the Service without giving 7 days advance notice but by giving 48 hours advance notice before or immediately after the first cleaning visit only.

 

We reserve the right to cancel your contract without prior notice and for any reason , including but not limited to -

  1. We have insufficient staff to fulfil the booking or service

  2. We do not cover your area

  3. The hours you have requested fall below our minimum requirement

  4. One or more of the Services you ordered were listed at an incorrect price due to a typographical error

  5. If any misleading or false information was used to obtain discounted services. The Company reserves the right to back charge additional costs for past services to recover the shortfall from standard rates

 

  • If we do cancel your contract we will endeavour to notify you by email within 14 days of your booking

  • Notwithstanding the foregoing, nothing in these terms and conditions is intended to limit any rights you might have as a consumer neither under applicable local law nor other statutory rights that may not be excluded nor in any way to exclude or limit our liability to you for any death or personal injury resulting from our negligence.

  • By entering into a contract with the Company, you agree that after the termination of the cleaning service you will not hire or use any Services provided by a past or present Cleaner introduced to you by the Company . If you do wish to hire or use Services provided by such a Cleaner then you must pay a £500 referral fee.
     

Ownership of Rights

  • All rights, including copyright, of the Company's marketing material, documentation and Website are owned or licensed to the Company. Any use of the marketing material , documentation, or Website content, including copying or storing it or them in whole or part, other than for your own personal, non commercial use, is prohibited without our prior permission. You may not modify, distribute or repost anything in our marketing material, documentation or Website for any purpose.

 

Accuracy of Content

  • We have taken great care in the preparation of the content of our documentation and Website, in particular to ensure that any prices quoted are correct at the time of publishing and that all Services have been fairly described marketing material, 

 

Availability

  • All Services are subject to acceptance and availability. If the Service you have booked is not available , we will contact you by email or phone ( if you have given us details). You will have the option to either wait until the Service is available or to cancel your booking

Price

  • The Company reserves the right to re-evaluate rates at any time, and will give the Customer at least 7  days notice in writing of any such changes

Privacy Policy

  • The Customer acknowledges that any information provided by the Customer may be used by the  Company for the purpose of providing the Service. The Company agrees not to share any information provided by the Customer with any third party not directly involved in the provision of the Service ( unless required to do so by law)

Law , jurisdiction and language

  • The Website, any content contained therein and any contract bought into being as result of usage of the Website are governed by and construed as in accordance with English law. Parties to any such contract agree to submit to the exclusive jurisdiction of the courts of England and Wales. All contracts are concluded in English.

Changes to the Agreement

  • The Company reserves the right to update or modify these terms and conditions on its Website. Each updated terms and conditions will take effect 24 hours after it has been published on its Website.

 

If you have any queries about these terms and conditions, or if you have any comments or complaints on or about our Website, you can contact us at CornishHospitalityHousekeepers@gmail.com or www.cornishhospitalityhousekeepers.co.uk 

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