Terms and Conditions

By engaging with us and allowing us to provide services, the client has been deemed to have accepted our terms and conditions as published Terms and Conditions.

Our cleaning service may be booked by phone or email, and the client agrees to be bound by these terms and conditions. Clean House Services Edinburgh does not take any responsibility whatsoever for any loss, expenses or damages caused by any act that is not our fault.

1. General

The standard end-of-tenancy/one off sparkle clean/deep cleaning does not include doing laundry and washing up. Clean House Services Edinburgh reserves the right to amend the initial quotation/estimate should the client’s original requirements change.

If any estimate of how long it takes our technicians to do the job required is being provided, that is only an estimate based on the average time it takes to clean a home or commercial areas of similar size to the customer, it is difficult to estimate precisely how long such tasks may take and the degree of flexibility may be required.

The customer is advised that an end-of-tenancy/deep clean will take double if not triple the time it takes to do regular domestic cleaning. All cleaning carried out in houses that are not professionally clean every year is subject to a higher price because it takes three times longer to clean. This will be reflected in the estimate given at the time of the booking.

After any cleaning (end-of-tenancy/one off sparkle clean/deep cleaning) the client is recommended to check the quality of the work carried out immediately after completion of the work.
If the customer is not satisfied with the standard of work, he/she should contact Clean House Services Edinburgh not more than 24 hours after the completion of the service. Unless a good reason is given for late notification of any complaint, Clean House Services Edinburgh will not consider any complaints which are noticed after such a period of 24 hours.
Allocated appointment times are approximate only, and customers should allow for delays beyond our control.

2. Privacy policy

We will only use the information we collect about you lawfully (by the Data Protection Act 1998) and according to the Trader Code of Practice.)
We collect personal information for two reasons: firstly, to process your inquiry and secondly, to provide you with updates about our services.
You can opt-out of our marketing material at any time by replying to any email we send you.
We will never collect personal information about you without your explicit consent. The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us.
If you find any inaccuracies, we will delete or correct them promptly. The personal information whack we hold will be held securely in accordance with our internal security policy.
We may use technology to track the patterns of behaviours on our site. This can include using a “cookie”, which would be stored on your browser. You can usually modify your browser to prevent this from happening. This information collected in this way can be used to identify you unless you modify your browser settings. If you have any questions/comments about privacy, you should email us.

3. Access

The client must provide running hot water and electricity at the premises where the service is conducted. Failure to provide these is subject to a £50 non-refundable fee, and the cleaning will take us longer than estimated, which means the customer will ensure extra cleaning charges.
Clean House Services Edinburgh is not responsible for any alarms triggered during a cleaning service visit. The customer must provide Clean House Services Edinburgh with full instructions for disabling and/or resetting any alarm system on the premises.
The client is requested to arrange suitable parking space for a minimum of one vehicle within close proximity of the property and to cover any parking/congestion expenses if applicable.
Set the heat to a minimum on your AGA oven for us to clean it without any risk of injury.

4. Claims

All services shall be deemed to have been carried out to the client’s satisfaction after 24 hours after work is completed. We will fully investigate any complaint and attempt to resolve it to the client's satisfaction by redoing the work or a refund.
The client agrees to allow Clean House Services Edinburgh back to re-clean and inspect any disputed / items before arranging a third party to carry out services.
While our technicians make every effort not to break items, accidents do happen. Identical replacement is always attempted but not guaranteed.
Clean House Services Edinburgh may require entry to the location of the claim within 24 hours to correct the problem.
In case of damage proven to be caused by us, Clean House Services Edinburgh will repair the item at its cost. If the item cannot be repaired, Clean House Services Edinburgh will rectify the problem by crediting the customer with the item’s present actual value toward a like replacement. This liability applies only once the payment for the service has been received in full.

5. Liability

Clean House Services Edinburgh shall not be liable for any third parties or their actions who enter or are present at the client’s premises during the cleaning visit. The technician cannot be relied on to grant access to the property to any third parties unless agreed upon in advance.
Items excluded from Clean House Services Edinburgh’ liability include cash, jewellery, art, antiques and items of sentimental value. Refunds for items of sentimental/personal value will be made only at their current cash value.
Clean House Services Edinburgh requests all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and/or not cleaned by the technician.
We are not responsible for any existing damage to clients’ property in the form of old stains/burns/spillages etc. Which cannot be cleaned/removed completely by the technician using the industry standard cleaning methods.
We will do our best to ensure your appliances are cleaned to a very 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.
Freezers must be defrosted in advance. The time scale for defrosting will not enable us to thoroughly clean it.
Clean House Services Edinburgh is not liable for any wear or discolouration of fabric that becomes more notable once dirt is removed.
We are not liable for any damages caused by faulted products/equipment provided by the client. Clean House Services Edinburgh shall not guarantee After builders clean when building work has not finished, and there still are people on site.

6. Clients’ keys

All keys issued to Clean House Services Edinburgh Ltd by their clients remain the property of the client and are to be returned to the client immediately on completion of the work for which the keys were issued.
Clean House Services Edinburgh Ltd will not loan or use the keys issued in any unauthorised manner.
Clean House Services Edinburgh Ltd will ensure the keys are either in their possession/employees possession and appropriately secured at all times.
Clean House Services Edinburgh Ltd accept responsibility for the cost of replacement keys and any associated damage or losses should they lose the keys or should the keys be lost, stolen or misused while in our possession. We will either replace the key at our cost,or; should there be a need, replace the lock, at our cost. (Please note this is only in exceptional circumstances and is purely at the discretion of Clean House Services Edinburgh Ltd.)

7. Termination and cancellations

The client may cancel the scheduled cleaning job 48 hours before the agreed start time.
The client agrees to pay half of the quote/estimate as a cancellation fee if he/she cancels or changes the date less than 48 hours before the scheduled appointment.
The client agrees to pay half of the quote/estimate as a cancellation fee in the event of a lock-out caused by our technician being turned away; no one home to let them in; no water or power available at the client's premises, or problem with the client keys. If keys are provided, they must open the lock without special effort or skills.
If an initial deposit has been paid to Clean House Services Edinburgh, then the client agrees that deposit funds may be used to cover the cancellation fee.

8. After cancellation of the cleaning service

By entering into a service agreement with Clean House Services Edinburgh, the client agrees that after the termination of the cleaning service, he, she or the company will not hire or use domestic services provided by a present or past cleaner introduced by Clean House Services Edinburgh . This is independent for a total period of two years, or a fee of £2000 can be made to Clean House Services Edinburgh for a ‘Cleaners finders fee’.

9. Payments

Deposit payment should be made at least 7 days prior to the cleaning job to fully confirm it.
Final payment should be made by cash or bank transfer within 7 days of work completion.
The client understands that any late payments may be subject to an additional £50 charge.
If payment is not made after 7 days of invoice, the amount will be passed to a collection agency, after which a 20% on top of the initial invoice due will be added to your debt. You agree as part of this contract to pay this sum which represents our reasonable costs in collecting the unpaid amounts

These terms and conditions shall be governed by the relevant UK 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. Clean House Services Edinburgh reserves the right to make any changes to any part of these terms and conditions without giving prior notice.