Reliable Maids Services Terms and Conditions

Last updated: SEPTEMBER 20TH, 2019

Please read these Terms of Use carefully before using the https://www.reliablemaids.co.uk website operated by Reliable Maids Services.

Reliable maids cleaning services is a locally owned and operated business. Our employees are fully trained and DBS checked for your peace of mind.Here at Reliable Maids Services we believe a quality cleaning service using our own carefully selected products is what makes our clients love their sparkly homes. Our pick ‘n’ mix style services allow you to build your own package of what you would like done in your home while you sit back and let us make your home Squeaky clean!

As well as pick ‘n’ mix, we also offer Spring Cleans, End of Tenancy service for individuals, Estate agents and landlords, change over cleaning for Holiday Lets, After Build Cleans, Offices, Nurseries, Commercial Properties, ETC. Check out our range of service to get started, or head over to our social pages for clean and shiny home inspiration, top cleaning tips, offers and competitions.

By accessing or using the Service you agree to these Terms. If you disagree with any part of the terms, please get in touch for further discussion and clarification. RMS reserves the right to make changes to any part of these terms & conditions without giving any prior notice.

Any queries about the contents of these terms & conditions may be discussed with RMS via Info@reliablemaids.co.uk at any time, but all terms & conditions continue to apply unless otherwise stated by RMS.

To request a PDF copy of these terms & conditions, please email Info@reliablemaids.co.uk

 

 

1.Domestic & Commercial Cleaning Services

  •  Reliable Maids Services provides domestic cleaning at the price agreed with the customer following the initial home visit consultation.
  • Any estimates of how long each job will take is an estimation only and may increase or decrease at each clean depending on requirements.
  • The client is requested to arrange a suitable parking space for one vehicle within proximity of the property. If parking charges are applicable, these will be noted in your initial quote.
  • The client agrees to notify RMS of any other circumstances which may affect the condition of the home prior to the cleaning service, including but not limited to: extra guests, parties, building work, decorating or renovations.
  • RMS is not liable for an incomplete work due to a lack of hot water and electricity supplies in working order.
  • RMS supplies all cleaning products and is not liable for any damage, fault or incomplete cleaning which may be caused by products supplied by the client.
  • RMS will not be responsible for any packages, deliveries, or other service providers at the property unless otherwise agreed.
  • Any security systems at the property which require special instructions must be explained by the client if the cleaner is required to operate them. This includes but is not limited to: alarm systems, gated entrances, locks, stair gates or similar systems for children and/or pets.
  • The client indemnifies RMS from any costs involved in alarm company attendance to re-service or repair any system, any category 4 cables or similar to CCTV systems or wireless security devices should they become unset in any way.
  • The client consents to photography in their home for the reference of RMS only and in relation to the clean work which has taken place only. At no point will any images include any persons living in the home. We respect your right to privacy.
  • Occasionally RMS may wish to use images such as ‘before and after’ pictures for marketing purposes on the website, Facebook or Instagram. The location of the property, details of any residents, and any identifying features such as family photographs, school uniforms or certificates will always be absent from the images or blurred where required. Please contact Reliable Maids Services if you have any concerns. We respect your right to privacy.
  • In the event of the client requesting to temporarily suspend their weekly cleaning service, such as going on holiday, they will be able to keep their slot for 1 week without payment. To keep the slot for any further weeks will incur a charge of £10 per week. For any other regular cleaning, suitable arrangements will be made between the client and RMS.

 

 2.After-Build Cleans

  • After-build cleaning may take up to three times longer to clean than a well maintained home requiring a general clean. Reliable Maids Services are not liable for any unsatisfactory results if the client decides to book less hours than advised by Reliable Maids Services. Reliable Maids Services will ensure the best possible results within the time frame given to work in.
  • RMS cannot guarantee complete removal of dust as it circulates the air. Whilst the cleaners will endeavour to remove all visible dust, Reliable Maids Services are not liable for any dust which settles after the cleaning service has finished. Reliable Maids Services are not liable for removal of dust or debris to areas which are inaccessible, clutter in the way, or fragile items which have not been moved prior to the arrival of the cleaners.
  • The client agrees that photographic evidence will be taken of the property in its current state and further photos will be taken on completion of cleaning. These photographs will be kept confidential by RMS unless otherwise agreed with the client and will be made readily available upon request by only the client or their representative.

 

3. Scheduling and Rescheduling (Cancellation):

  •  The client may cancel any service at any time, in line with the cancellation policy.
  • RMS may cancel any service at any time by giving reasonable notice, and a reason where appropriate, to the client.
  • The client agrees to notify RMS of any cancellations at the earliest possible time.
  • We require 72 hours’ notice for emergency cancellations of recurring services and two weeks for normal cancellations. Cancellations must be made by calling +44 7448 185760 or e-mail to info@reliablemaids.co.uk you will receive a confirmation e-mail within 1 business day of making your service cancellation. If you contact us less than 48 hours in advance of your scheduled cleaning to cancel, Reliable Maids Services, will charge a non-refundable cancellation fee of 50% of your cleaning cost to cover a portion of our expenses.
  • Cancellation within 72 hours of appointment for one-off clean will attract a 20% of bill which will be invoiced.
  • Your home will be cleaned between the hours of 9:00 am – 5:00 pm on the scheduled cleaning day. We do not schedule set appointment times as part of our services.
  • Should a client choose to skip a cleaning, Reliable Maids Services may charge by the hour for the next cleaning to catch up and allow enough time to perform the job properly.
  • If clients are absent from our schedule longer than 30 days, Reliable Maids Services reserves the right to charge a fee to restart service and to review your service rate.
  • Monthly service is offered under the following conditions – the client understands that monthly cleanings are schedule every four weeks and Reliable Maids Services cannot guarantee the same Cleaning operative, Team Leader or the same time slot.
  • We are closed for, Eid Day, and Christmas. Should your cleaning fall on any major holiday, we will reschedule your cleaning, we do not cancel cleanings however, a client can cancel the clean. Normal skip fees will apply when a client cancels.

 

4.Access to property

  • Please ensure our staff has access to your home. The client may opt to be present at the property on the day of the clean. The client must be home during their specific time frame to let the cleaners in and out. If entry cannot be gained, the client will be charged at the full service rate.
  • The client may opt to provide RMS with a key. A key holding form will be supplied and must be signed by the client and RMS before handing over the keys. If keys are provided they must open the lock without any special efforts or skill. The client agrees to pay the full service rate if there is a problem with the keys. In the event of termination of the cleaning agreement, keys will be returned to the client within 48 hours of the final cleaning. For client security, keys will not be linked to any information pertaining to the client. Further details about key holding can be obtained by emailing info@reliablemaids.co.uk
  • If the client chooses to leave their door unlocked, place the key under a door mat or other unsecured place for the cleaner to gain entry, the client releases RMS from all liability that arises from damage made before or after the cleaners leave the premises. The client understands that they will be responsible for any damages that are caused before or after their scheduled cleaning.
  • If you have an alarm system you can either give us the alarm code (this can be provided as part of the online sign up process, or turn off the alarm system before our arrival.

5.Terms Of payment:

  • We accept, cash and bank transfer. In most cases e.g. A one-off clean, customers are required to make a deposit in other for them to secure their bookings or appointments. Our rates may vary depending on the area and type of service required.
  • Payment is due at the time of cleaning, in other cases, payment dates will be agreed by RMS following day of consultation. We ask that client provide a credit card in the event that payment is forgotten. Accounts will be considered overdue if payment is not made within 10 business days and will be assessed a 10% late fee.
  • Rate Changes – Reliable Maids Services reserves the right to re-evaluate rates at any time based on the amount of time it takes to perform out services in order to meet our customer’s standards and expectations. We monitor the actual cleaning time for the initial one to three months of service and occasionally thereafter Reliable Maids Services will contact the client to discuss possible price or service revisions if the cleaning time differs significantly from the original bid.
  • Please have your home picked up of toys, clothing, dishes, etc., before our arrival. Our cleaning technicians have a time table we must adhere to in order to provide excellent service to all our clients. Picking up your home is not included in our estimated price.
  • If the payment is not made on the agreed date, an invoice will be issued and must be paid within 24 hours.
  • In special circumstances, payment dates may be considered for adjustment at the discretion of RMS. All further instructions around this matter must be adhered to in order to prevent further action being taken.
  • If we do not receive payment on the specified date after issuing an invoice, RMS reserved the right to proceed with pre-court proceedings.

 

 

6.Tipping:

  • A tip is neither expected nor required. It is completely optional and at your discretion. If you should decide to add a tip with your payment, please let us know how much of your payment is designated as a tip. Otherwise, it becomes a credit towards your next payment.

7.In Case Of Bad Weather:

  • Reliable Maids Services reserves the right to be closed for business when severe weather conditions prevent local school’s districts from opening. Also, if our office should remain open despite weather related school closings, for our employees’ safety, they too reserve the right to work or not. We will make every effort possible to send another team to perform your cleaning or reschedule your cleaning. If rescheduling is not needed or wanted, you will not be penalized for skipping a clean.
  • It is the clients’ responsibility to remove any snow (over 3 inches) and ice from driveway, walk way and entry. Should our team show up too clean and they are unable to safely reach the home entry point the client will be charged 100% of the normal cleaning fee

8.Protecting Your Valuables:

  • To avoid accidental breakage, please secure valuables, fragile collectibles, and irreplaceable family heirlooms. We request you place these items in a cabinet or drawer, or we can make a note on your worksheet not to touch them.
  • Reliable Maids Services takes great care while cleaning your home, but occasionally accidents do happen. The cleaning team will leave a note or inform you of breakage. The office will follow up with a phone call to determine the best course of action to take for you.
  • Reliable Maids Services is not responsible for breakage due to normal wear and tear, deterioration caused by age or weather, or damage caused by improper assembly, construction or mounting of an item (EX: blinds, pictures, fan blades, light fixtures, etc.)
  • Customers have 30 days to report damage or broken items. After 30 days the customer assumes responsibility for the broken item.

9.Preparing Children and Pets:

  • For safety reasons, please see that children are supervised while we are cleaning your home.
  • We ask that you secure your pets while we are cleaning your home. Reliable Maids Services and its staff reserves the right to leave the premises, for the protection of our cleaning technicians, if a pet exhibits aggressive behavior. Reliable Maids Services will not be held responsible for the behavior of any pet(s) while the cleaning service is being performed.

10.Scheduling Other Service Providers:

  • Due to safety and security considerations, please do not schedule other home service providers when we are scheduled to clean if you are not present to supervise them. Reliable Maids Services will not let anyone into your home.
  • Client activities or the activities of other home service providers which result in a request to re-clean an area the team has already cleaned will result in an additional fee.

11.Protecting Our Cleaning Technicians and Service Limitations:

  • Reliable Maids Services makes a significant investment in recruiting, certifying and training only the most qualified cleaning technicians. In consideration of this opportunity, each cleaning technician signs a non-compete agreement which prohibits him or her from working directly with our clients. We ask that our clients abide by this same measure. By accepting our service, you agree neither to solicit, directly or indirectly, nor hire any current of former Reliable Maids Services technician who has provided services to your home, without the expressed written consent of Reliable Maids Services and compensation of 1500 pounds to Reliable Maids Services for its loss.
  • Reliable Maids Services technicians are unable to climb on ladders higher that the three-step ladder they are issued to perform their work. Please call the office if you need work performed in your home that requires a ladder.
  • Due to sanitary and hygiene cross-contamination issues, we are unable to clean in areas or homes with live infestations including but not limited to maggots, fleas, roaches, bedbugs, etc. until mitigated. RMS reserves the right to refuse to carry out cleaning if these conditions are found and full payments will be charged.
  • (b) We cannot move furniture over 15lbs but will make all reasonable efforts reach a visible place to clean
  • (c) If an area in the home is considered or has the potential to be considered a bio-hazard, that area will not be cleaned (e.g. Emptying/cleaning cat litter boxes, human/animal excrement)
  • (d) It is to the client’s advantage to have the home tidied as much as possible to allow optimised cleaning.

 

12.Termination of Service:

  • Either party may terminate cleaning service with written 72 hour notice. Any payment for above mentioned services owed by the customer shall be due and payable at the time of cancellation. This is not a contract and either party may cancel service at any time for any reason without penalties or additional fees.

13. Feedback

(a) RMS gratefully accepts any feedback good or bad.

(b) RMS may take up to 5 working days to respond to any feedback if a response is requested or required.

(c) Any complaints are accepted in writing (letter or email). Complaints must be reported on completion of the service in question or in the following 24 hours.

 

14.Guarantee of Your Satisfaction:

  • Our work is guaranteed; if you think any area that is in the scope of work is not clean or cleaned well, we will re-clean that area to your satisfaction.
  • Please call within 12 hours of your cleaning and we will return as soon as possible within one business day to re-clean the problem area. Request for re-clean lodged after 24 hours will result in a fee. We appreciate the opportunity to make thing right in a timely manner.
  • Our guarantee does not include a refund when services have been rendered.

By accepting and hiring Reliable Maids Services you agree to be the party responsible for full payment and communication, upholding this agreement and satisfaction guarantee procedures. Third party involvement is not recognized by Reliable Maids Services.