3. Access

• The Client must provide electricity and running water at the premises where the service is conducted. Failure to provide these is subject to a £50 non-refundable fee.
   
• The Client is responsible for providing access to the their property at the scheduled time. If keys are provided they must open and close all locks without any special efforts or skills. Failure to provide access to the property is subject to a £50 non-refundable fee.
   
• All dogs and pets will be safely secured prior to the work commencing.

4. Payment

• 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 by cash before the cleaner / cleaning team leaves the Client's premises.
   
• If card payment or bank transfer is agreed with the customer, it is to be arranged no later than a day before the day of the cleaning. The company reserves the right to cancel an appointment in failure of receiving the card details or bank transfer in advance.

6. Claims

• No refund claims will be considered once the cleaning service has been carried out.
   
• 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. We will fully investigate any complaint and attempt to resolve it to the satisfaction of the Client, or alternatively to a reasonable standard.
   
• The Client agrees to allow the Company back to re-clean and inspect any disputed areas/items before arranging a third party to carry out services.
   
• In case of damage, proven to be caused by us, 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.
   
• While our 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.
   
• The Company may require entry to the location of the claim within 24 hours to correct the problem.
   
• We shall not be responsible for any damage caused as a result of the Client placing furniture on a carpet which has not completely dried.
   
• The Company shall not be liable for the shrinkage of carpets as a result of poor fitting.
   
• 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 cleaning operative using the industry standard cleaning methods.
   
• Insurance Any work undertaken us is covered by a Public Liability Insurance.
   
• We will do our best to make sure your appliances are cleaned to a high standard. However, if they have not been cleaned since they were purchased regrettably we will not be liable for ingrained dirt that cannot be removed using chemicals.

7. Regular domestic cleaning service

• Our customers can pay cash directly to the cleaner after each visit or with Standing Order, upon request.
   
• If company account is used for payment, the client should write down their names, full address and post code of property in the reference field.
   
• Should a meeting with the cleaner is required by the customer, this should be paid in £10, to cover travel and time expenses.
   
• We require all cleaning materials, equipment and detergents to be provided by our clients.
   
• All cleaning appointments should be booked for the same day and time of the week for every appointment.
   
• We cannot reschedule any regular services. We have no availability to send a cleaner at a time and day different than the scheduled.
   
• If the customer has to cancel the service, he/she should do so at least 24 hours prior to the cleaning appointment. Failure to contact us will result in a cancellation fee equivalent to the full charge of the service.
   
• Our minimum is 2 hours for the weekly service and 3 hours for the fortnightly service.
   
• Any appointments of 2 hours should be scheduled for the afternoon.
   
• The customer is responsible for providing access to the property at the scheduled time.
   
• Our company is accustomed to having our revered clients provide their cleaning maids with a spare key.

8. Complaints Procedure

• All complaints must be received in writing, emails are acceptable.
   
• We promise that on receiving a complaint we will respond within 14 days.
   
• We promise to have fully investigated the complaint within 28days of receiving a formal written complaint.
   
• We promise that if no solution can be found to the complaint raised that we will be happy to take the matter to an independent arbitrator whose decision will be final and binding on both parties.