United Facilities Support Services Ltd Terms and Conditions

1. GENERAL

This agreement shall be governed by the laws of England and Wales. Therefore any English and Welsh court shall have exclusive jurisdiction to adjudicate any dispute which may arise out of any provision of this agreement.

If any part of this agreement is determined to be invalid or unenforceable pursuant to applicable law, then the invalid or unenforceable provision will be superseded by a valid, enforceable provision which most closely matches the intent of the original provision and in any event the remainder of the agreement shall continue in effect.

2. PAYMENTS AND REFUNDS

One-off Clean: The full amount is required as a confirmation of booking for all cleaning services
Regular Domestic Clean: First clean, full payment required. We then contact customer to agree on a direct debit date once every week/month.
Regular Commercial Clean: First clean, full payment required. We then contact customer to agree on a direct debit date once every week/month.

All outstanding balances for cleaning services carried out are to be paid securely online through Stripe. We do not accept cash or cheque payments. 15% administration fee of the total amount due will be applied on delayed payments, if not received within 10 days of receiving of an invoice. If the amount remains unpaid 30 days after its due date, an additional 5% administration fee on the total amassed amount will be added for each month of delay. United Facilities Support Services Ltd has the right to collect its debts by any legal means; any fees and charges occurring from such a process shall be undertaken by the Client. United Facilities Support Services Ltd reserves the right to undertake legal procedures if a payment has not been received two months after its issue date.

United Facilities Support Services Ltd does not make refunds. The Client has a period of 24 hours to make a complaint if not satisfied with a cleaning job. Unless a good reason is given, the company will not consider any complaints which are notified after 24 hours of completion of a service. In case of complaint the Client must allow the cleaner to come back to the premise and re-clean until the Client is contended with the results, after which any outstanding balance is still to be paid to the company.

3. CANCELLATION

REGULAR DOMESTIC CLEANING, COMMERCIAL CLEANING

Customer may cancel a cleaning visit/s by giving at least 24 hours advanced notice. Customer may terminate the whole service by giving 30 days prior notice in writing and specifying the last cleaning date.

Customer agrees to pay the full price of the cleaning visit if the customer cancels or changes the date/time less than 24 hours prior to the scheduled appointment. Customer agrees to pay the full price of the cleaning visit in the event of a lockout caused by our cleaners being turned away; no one home to let them in; or problem with customer's keys. If keys are provided they must open the lock without any special efforts or skills.

Customer agrees to pay the full price of one cleaning visit in case of a termination of the service if the customer has given less than one week advanced notice.

Customer has the right to terminate the service without giving one week advanced notice but by giving 24 hours advanced notice before or immediately after the first cleaning visit only.

ONE-OFF CLEANING

Customer may cancel the scheduled cleaning job at least 24 hours prior to the agreed start time. Customer agrees to pay £30 cancellation fee per cleaner if the customer cancels or changes the date/time less than 24 hours prior to the scheduled appointment. Customer agrees to pay £30 cancellation fee per cleaner in the event of a lock-out caused by our cleaners being turned away; no one home to let them in; or problem with customer's keys. If keys are provided they must open the lock without any special efforts or skills.

4. CLAIMS

United Facilities Support Services Ltd has a public and employer's liability insurance. The policy will cover any accidental damages caused by an operative working on behalf of United Facilities Support Services Ltd. There is £250 excess on any claim. The customer accepts and understands that poor service; breakage/damage or theft must be reported within 24 hours from our service date. Failure to do so will entitle customer to nothing. United Facilities Support Services Ltd advises that the customer or a customer's representative must be present at the time of completion of the job so an inspection can be carried out and any corrections made on site on the same day.

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. Key replacement/locksmith fees are paid only if our operatives lose keys. United Facilities Support Services Ltd reserves the right not to be responsible for: cleaning job not complete due to the lack of suitable cleaning materials and/or equipment in full working order, hot water or power; third party entering or present at the customer's premises during the cleaning process; wear or discolouring of fabric becoming more visible once dirt has been removed; failing to remove old/permanent stains that cannot be removed using standard carpet cleaning methods; existing damage or spillage that cannot be cleaned/removed completely using provided by the customer cleaning materials and equipment or standard carpet cleaning equipment; any damages caused by a faulty or not in full working order materials/equipment supplied by the customer; any accidental damages caused by our cleaners if the customer has an unpaid balance owed to United Facilities Support Services Ltd. We MUST receive your claim for damages in writing within 48 hours after the service delivery. This may mean you need to send it by 1st class next day delivery, or a courier service. Unfortunately we cannot accept claims by telephone and email.

All claims must be addressed to:

United Facilities Support Services Ltd

Unit 16

58 Marsh Wall

London

E14 9TP

5. STAFF

We may replace your regular cleaner at any time due to illness or change of circumstances in order to fulfil our obligations to you. We will exercise discretion when we allocate cleaners to perform the task and notify you as soon as we reasonably can.

All our staff are fully trained to handle the chemicals we use. We use a traffic light system to differentiate between chemicals therefore we request that ONLY fully trained persons should handle them. Improper use of chemicals can cause serious damage or injury.

6. DATA PROTECTION

United Facilities Support Services Ltd operate a data protection policy, and we do not share your information with anyone, including third parties. However where a warrant or an order is made in pursuance with fraud, or illegal activities we will make such information available to law enforcement officers. We take privacy very seriously, we therefore request that any information obtained from us, or by our staff be held in the strictest confidence.

All parties agree to keep all information in regards to this agreement or service confidential and secure. An exception exists where that information must be disclosed to law enforcement agencies, regulatory bodies, or professional advisors where it is necessary for them to perform their obligations.

7. ABUSE/DISCRIMINATION

We operate a zero tolerance policy towards verbal, physical and sexual abuse of staff and customers. This includes intimidation, bullying, harassment, and discrimination in any form.

We will prosecute or seek the maximum penalty under English law in the event of such abuse. Additionally we may report it to the police, and seek compensation where appropriate.

8. INFORMATION ABOUT US AND HOW TO CONTACT US

We are a company registered in England and Wales. Our company registration number is 07701557 and our registered office is at Capital office Kemp House, 152-160 City Road, London EC1V 2NX. Our registered VAT number is 214540443.

If you have any queries, please contact us on 02071835531, Mon – Fri 9am to 5pm. You can also email us on info@ufcleaning.co.uk