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Terms And Conditions

1. CATERHAM CLEANING AND THE CLIENT

  1. CATERHAM CLEANING strives to match the requested needs of the Clients when introducing a Cleaner for a particular day, time and type of work that is required.

  2. Should the Client not be satisfied with the service, CATERHAM CLEANING will introduce a new Cleaner where the Client serves a minimum one-week notice. CATERHAM CLEANING commits to provide a replacement as soon as possible after the notice is received and a mutual understanding of the required quality and time is achieved.

  3. CATERHAM CLEANING will liaise with both the Cleaner and the Client to ensure that quality of work is maintained and time preferences (including cancellations) coordinated; there is no limit to the number of times a client can contact CATERHAM CLEANING and ask for advice or assistance.

  4. The Client agrees that the price they have been quoted does not include anything apart from cleaning labour as previously discussed. Should the Client require any further services, a discussion with CATERHAM CLEANING is necessary and if additional services or cleaning materials are agreed upon, a new quote will be provided.

  5. Estimates of time for completing a job are based on average time it takes to clean a property of similar size to that of the Client’s, and flexibility in relation to time is required on the Client’s part. It must be noted 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

  6. Minimum booking hours for a regular service is 3 hours (weekly) or 4 hours (fortnightly), for deep-cleaning, for end-of-tenancy is 5 hours.

2. THE CLEANER AND THE CLIENT

  1. Each Cleaner carries out the requested work for the Client during the agreed day and time.

  2. The contracted Client agrees to pay the full price of the cleaning visit, if:

  • The Client cancels or changes the date or time less than 1 Working Day before the scheduled appointment.

  • The Client fails to provide access to the Service premises preventing CATERHAM CLEANING from carrying out the booked work.

  • There is a problem with the Client’s keys, and the Cleaners cannot let themselves in. If keys are provided, they must open all locks without any special efforts or skills.

  1. The Cleaners are not allowed to hand-wash any items of clothing belonging to the Client. CATERHAM CLEANING advises that our Cleaners can only use a washing machine for such tasks.

  2. The Cleaner will not lift any heavy furniture or work at height more than a regular domestic stepladder with no more than three steps.

  3. All fragile and highly breakable items must be secured or removed.

  4. For end-of-tenancy cleans, the property must be cleared of personal belongings. Any pets must be removed and shall not be present at the property after the service is completed. No heavy items of rubbish must be left at the premises. 

  5. Return of keys after cancellation and settlement will be done by either the Cleaner during the last cleaning session, or sent by recorded delivery (free of charge and after Clients’ authorisation) or guaranteed delivery (payable by the Client).

  6. Abusive, harassing or offensive behaviour is unacceptable, whether verbal, physical or visual. This includes any demeaning, insulting, embarrassing or intimidating behaviour directed at any cleaner or employee of CATERHAM CLEANING related to race, colour, gender, national origin, age, religious creed, physical or mental disability, marital status, pregnancy, sexual orientation, veteran status, citizenship or another characteristic protected by law. If any such behaviour or conduct is discovered, whether directly or indirectly by CATERHAM CLEANING, the contract will be terminated with immediate effect, and no refunds will be due.

  7. The Cleaner is not allowed to work directly with the Client, and they are under non-solicitation and non-circumvention obligations according to their contract with CATERHAM CLEANING. If it is found that the Client or the Cleaner has approached each other with the intention of taking business away from CATERHAM CLEANING. CATERHAM CLEANING reserves the right to seek compensation for losses suffered because of the Cleaner and the Client circumventing CATERHAM CLEANING. This will be enforced according to the provisions of Clause 6 below.

3. THE CLEANER AND CATERHAM CLEANING 

  1. CATERHAM CLEANING registers each Cleaner before introducing the Cleaner to the Client.

  2. All Cleaners are fully vetted and trained by CATERHAM CLEANING. Before starting work, each Cleaner provides relevant documents including but not limited to passport, legal status confirmation and proof of address.

  3. CATERHAM CLEANING provides operational assistance to each Cleaner.

  4. CATERHAM CLEANING has an agreement with each Cleaner it introduces that the latter will discontinue Service for the Client if CATERHAM CLEANING does not receive its fee.

4. CATERHAM CLEANING FEES, REFUNDS AND CANCELLATIONS

  1. Clients can cancel the Service by giving CATERHAM CLEANING one month’s notice in writing. The agency fee is payable during the notice period.

  2. CATERHAM CLEANING reserves the right to amend and increase prices and fees to reflect market conditions and cost of providing the service, and appropriate notice will be served to the Client in due time.

  3. CATERHAM CLEANING reserves the right to cancel the contract if no cleaner can be allocated due to availability, wage paid by the Client, time of the day or day of the week. If no mutual consensus has been reached between CATERHAM CLEANING and the Client or due to any other reason the service cannot be performed, CATERHAM CLEANING  reserves the right to terminate the contract with immediate effect. 

  4. The Client must pay a late cancellation/lock-out fee for cancelling or rescheduling a visit with less than 1 working day’s notice for regular Clients. The fee constitutes the full price of the cleaning session. The same fee applies if the Cleaners are unable to gain access to the Client’s home, through no fault of CATERHAM CLEANING  or the Cleaner or if the condition of the property can be described as “extreme” (see Clause below);

    1. Regular cleaning sessions will not be carried out if the condition of the property can be described as extreme, which could be excessively soiled, contaminated with animal or insect infestations or faeces, rotten food or hoarder properties. CATERHAM CLEANING reserves the right to cancel the session and charge a full fee.

  5. One-Off Cleaning Services:

    1. Clients must pay for one-off services in full at least 2 working days before the scheduled cleaning session. Weekends and bank holidays are excluded from this time frame. If no payment is received at least 2 working days before the booked one-off session, the session may be cancelled and the cleaners reassigned to other customers.

    2. Refunds for any one-off cleaning sessions will not be granted; however, a free re-cleaning session will be arranged to satisfy the Client’s requirements in accordance with clause 5.5 below. The appropriate claims must be made within a 72-hour period after the completion of the service.

    3. For one-off cleaning sessions, a refund will be issued if a Cleaner does not attend a cleaning visit, payment for which has already been collected by CATERHAM CLEANING ;

    4. Should the Client have any complaints or comments as to the quality of the one-off cleaning service, Caterham Cleaning strives to offer a re-clean session of the areas which need particular attention and deliver an excellent service to the Client. However, a re-cleaning session is conducted at the expense of CATERHAM CLEANING  and shall never be more than 50% of the length of the original one-off cleaning.

    5. There is a £50.00 late cancellation/lock-out fee for cancelling or rescheduling a visit within less than 2 Working Days’ notice for one-off Clients. The same fee applies if the Cleaners are unable to gain access to the Client’s home, through no fault of CATERHAM CLEANING or the Cleaner or if the condition of the property can be described as “extreme” (see Clause 6 below);

    6. The one-off session will not be carried out if the condition of the property can be described as extreme, which could be excessively soiled, contaminated with animal or insect infestations or faeces, rotten food or hoarder properties. CATERHAM CLEANING reserves the right to cancel the session and charge a £50 cancellation fee.

  6. Non-Circumvention:

    1. Generally, Caterham Cleaning’s Cleaners are prohibited from bypassing Caterham Cleaning to work directly with the Client. If the Client chooses to directly employ, either through legal means or on a cash basis, any individual currently employed or subcontracted by Caterham Cleaning, or anyone who was employed or subcontracted by Caterham Cleaning within the 12 months preceding such employment, the Client will be liable for an employment referral fee. This fee will be either:

      1. £900.00, or

      2. The equivalent of the total annual agency fee including VAT (total annual fee minus the cleaner’s wages)

whichever is higher. The Client commits to paying this fee, irrespective of whether they inform Caterham Cleaning of their actions or if Caterham Cleaning learns of this employment on its own at any point after it takes place. Additionally, the Client agrees to cover any collection or legal expenses that Caterham Cleaning might incur in the process of collecting this fee.

2. This Clause remains in effect and binding even after the termination of the agreement between the Client and Caterham Cleaning. The provisions regarding the employment referral fee and associated liabilities will continue to apply for a period of 12 months post-termination of the agreement between the Client and Caterham Cleaning.

7. Insurance:

  1. Caterham Cleaning has a comprehensive insurance policy in place covering damage to Client’s property, theft and Cleaners personal injury. In case of an incident, Clients are advised to notify Caterham Cleaning within 72 hours of the incident so that Caterham Cleaning is able to assist in resolving reported problems.

5. PAYMENTS

  1. Caterham Cleaning’s fee can be paid by bank transfer or monthly via direct debit, unless another payment plan is mutually agreed with Caterham Cleaning

  2. Should payment not be received as per these Terms, no further cleaning services will be provided until the outstanding invoice has been settled;

  3. If Caterham Cleaning is forced to refer the Client’s account for collection to a third party, then extra costs may be added to the outstanding amount by the debt collecting company.

7. LIMITATION OF LIABILITY

  1. Nothing excludes or limits Caterham Cleaning’s liability for death or personal injury caused by our negligence, or for any matter which it would be illegal for Caterham Cleaning to exclude or attempt to exclude its liability, or for fraud or fraudulent misrepresentation or due to a breach of the terms implied by Part II of the Supply of Goods and Services Act 1982

  2. Caterham Cleaning 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 Caterham Cleaning Cleaners at the Service address. Cleaners endeavour to be right on time on any visit but sometimes due to transport-related and other problems which are beyond the Caterham Cleaner’s control, the Cleaner may arrive with a delay, or the cleaning visit may be rescheduled.

  3. Caterham Cleaning 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 cleaning job not complete due to the lack of suitable equipment, lack of hot water or electricity, or equipment not in full working order.

  • A third party entering or present at the Client’s premises during the cleaning process.

  • Existing damage to Client’s property in the form of old stains/burns/spillages etc. which cannot be cleaned/removed completely by the Cleaner using the Client’s cleaning equipment and materials.

  • Any damages caused by faulty or not in full working order equipment or materials supplied by the Client.

  • If the Client has booked a carpet cleaning with us, we cannot be held liable if any stains and/or dents on the carpets cannot be removed during the cleaning process. The Client understands and agrees that some stains cannot be removed completely, and Cleaning Express does not have any responsibility to provide further cleaning or refunds in case any stains cannot be removed.

  1. Caterham Cleaning 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 Caterham Cleaning 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.

8. THE LAW

This agreement shall be subject to the Laws of England and Wales, and the parties submit to the jurisdiction of the Courts of England and Wales.