Terms and conditions

General cleans.

All customers will be expected to pay on the day of your clean unless other arrangements have been made. Immaculate 23 can view your home before the first clean to give a reliable quote. Immaculate 23 will give a rough estimate of charge based on the description of the space given by the customer if the customer feels a viewing is not necessary but this is subject to change upon viewing when cleaning. Minimum duration of 1 hour per two cleaners apply. Immaculate 23 will provide their own products unless stated by the customer. It is the customers responsibility to inform the cleaner if any surface needs any particular products before the day of the appointment or during the initial quoting home visit. Immaculate 23 have the right to amend any quotation should the customer's original requirements change. Immaculate 23 will not be responsible for any alarms triggered, customers should leave instructions on how to turn it off or make sure it's off prior to our visit. The customer must inform their cleaner if there's any particular items they do not wish to have cleaned or if there's any service they want doing but is not included in the clean they've selected, this will come with an extra charge. Customers must understand any poor service or breakage must be reported to immaculate 23 within 24 hours after the clean. The customer must not contact any cleaner directly to amend any part of their clean, this should be done by contacting Immaculate 23. Immaculate 23 may take photos or videos inside your home for social media purposes, this will not show where you live and we will not say who you are, the customer can opt out of this and immaculate 23 will not take any photos or videos at all. Immaculate 23 have the right to turn down any clean if any cleaner feels threatened. What is included in a general clean should be discussed with your cleaner prior to booking, anything not said to be included will be charged at an extra rate. Cleaners can send lists of tasks if needed. During a general clean, if a space is inaccessible it will be skipped. We do not go under big furniture during a general clean. Any extras will need to be discussed prior to your clean.

Extras.

Any extras such as microwave cleans or blinds will be charged at an extra rate. Ask your cleaner for a list of extras.

End of tenancy

Immaculate 23 have the right to amend any quotation should the customer's original requirements change. If the collection of keys is at a different location to the clean itself then a £5 charge will apply. Immaculate 23 can view and quote before the clean or we will only give estimates of time needed based on the customer's description of the property if not viewed before hand, this could change so some flexibility is required. Immaculate 23 may take photos or videos of cleans but will not show the location, the customer can opt out of this. Customers accept and understand that any poor service and/or breakage should be reported to Immaculate 23 within 24 hours from the clean date and failure to do so will entitle the customer to no refund and recovery. All fragile and highly breakable items must be removed or secured. Key replacements and locksmith fees are only paid if lost by our employees. In case of any damage Immaculate 23 will repair the item or replace the item or a cash amount will be provided to the current value of the item. A 10% deposit will be taken to secure the day for your clean, should we need to cancel this will be refunded. If you cancel 72 hours prior to your day your deposit will be refunded however if you cancel within 72 hours of your clean this is non refundable.

Deep cleans

Immaculate 23 have the right to amend any quotation should the customer's original requirements change. Immaculate 23 can view your home and give you a quote.  A minimum of 2 hours and 2 cleaners are required for a Deep clean. Customers should provide their cleaner with a priority list, if this is not present and somewhere doesn't get cleaned that the customer wanted and time is up the cleaner has the right to refuse to add this on and not everything on this list may get cleaned. Immaculate 23 will give you a rough idea of time required based on the customer's details of the space being cleaned if not viewed before hand, this can change so customers should have some flexibility. Customers must understand cleaners can only do so much within the time slot given and not everything may be cleaned therefore a priority list should be given. Immaculate 23 will supply the cleaning products unless other arrangements have been made. It's the customers responsibility to inform the cleaners if there are any surfaces that need specific products prior to the day of cleaning, if this is not done the cleaner can not be held responsible for any damage or if the cleaner is told on the day the surface will not be cleaned. If any products are purchased for the customers particular space a charge will be added to the original price. A 10% deposit may be asked to secure your day for your clean, if we cancel this deposit will be refunded. If you cancel with over 72 hours left to the day of your clean this is will refunded however if you cancel within 72 of your clean it will be non refundable.

Commercial cleans.

Immaculate 23 reserves the right to re-evaluate rates at any time should the Client’s initial list of tasks changes.  If any estimates of how long it will take the cleaning operatives to complete the job are being provided those are only estimates based on the average time it takes to clean a home or an office of similar size to the Client’s, it being difficult to calculate precisely how long such tasks may take and that a degree of flexibility may be required. Please note that one off cleans may take longer to complete due to longer intervals between cleaning sessions. All fragile and highly breakable items must be secured or removed. If the Client requests keys to be collected by Immaculate 23 operatives from a third party ’s address then a £5.00 charge will apply, The charge will cover only the pick up of keys. If said keys need to be returned back to the third party’s address or any other address an additional charge of £5.00 will apply. Cleaning equipment is provided by Immaculate 23. If your company requires us to use solutions or equipment they must be safe to use without any special skills or training necessary. Any equipment supplied by the customer should come with clear instructions. If the customer requires the cleaner to use things such as the customers hoover, the cleaner cannot  be held responsible should anything go wrong with the equipment. All customers should leave a list of priorities, this means the cleaners can work through from most to least important, only leaving the least if the allotted time runs out. The cleaner cannot be held responsible for damage due to faulty and/or improper installation of any item. All surfaces are assumed to be sealed and ready to be cleaned.  No refund claims will be given once the cleaning service has been carried out. If for any reason the Client is dissatisfied with any aspect they must notify the Company within 24 hours and this will be rectified. We send an invoice at the end of each clean and expect to be paid within 24 hours, failure to do this will result in a £10 charge with each 24 hours thereafter. All Cleaning service prices are reviewed and adjusted inline with inflation, minimum wage increases or any reasonable circumstances. The Client agrees that any use of  Immaculate 23 services, including accepting services by telephone, email or website forms shall constitute the Client’s acceptance of these Terms and Conditions. Unless otherwise agreed in writing these Terms and Conditions shall prevail over any other terms of business or purchase conditions put forward by The Client. The Client agrees to pay the full price of the cleaning visit, if: a) The Client cancels or changes the date/time less than 24 hours prior to the scheduled appointment; b) The Client fails to provide access to the service premises thus preventing the Company to carry out the booked work; c) There is a problem with the Client’s keys and the Cleaner cannot let themselves in. If keys are provided they must open all locks without any special efforts or skills. If the Client needs to change a cleaning day or time Immaculate 23 will do its best to accommodate them. A minimum of 24 hours notice is required.  All complaints are taken seriously. If you are not happy with any aspect of our service please call us as soon as possible and give us the chance to rectify it. Your custom is very important to us and we want you to be happy.

Insurance

Immaculate 23 has public liability insurance. The policy will cover accidental damage caused by an Immaculate 23 employee only if it is reported within the 24 hours of service date. Customers accept and understand that any poor service and/or breakage should be reported to Immaculate 23 within 24 hours from the clean date and failure to do so will entitle the customer to no refund and recovery. All fragile and highly breakable items must be removed or secured. Key replacements and locksmith fees are only paid if lost by our employees. In case of any damage Immaculate 23 will repair the item or replace the item or a cash amount will be provided to the current value of the item.

Payments

Immaculate 23 should be paid upon completion of a clean. Cash on completion is accepted. If the customer pays by card Immaculate 23 will not share any card details to any third parties. Customers must understand any failed payment will have additional fees added. Customers accept and understand that any poor service and/or breakage should be reported to Immaculate 23 within 24 hours from the clean date and failure to do so will entitle the customer to no refund and recovery. All fragile and highly breakable items must be removed or secured. Key replacements and locksmith fees are only paid if lost by our employees. In case of any damage Immaculate 23 will repair the item or replace the item or a cash amount will be provided to the current value of the item.

Cancellations 

Customers of a general clean may cancel or adjust cleaning times by giving 24 hours notice. Customers agree to pay the first hour of a cleaning visit if the customer cancels in less than 24 hours prior to the service date. Customers of an End of tenancy clean should give 72 hours notice in the event of cancellation or change. Customers must understand their deposit becomes non refundable if less the 72 hours are given. Customers of a deep clean are required to give 72 hours advance notice of cancellation or change failure to do these in 72 means your deposit is no longer refundable. 

If you are unhappy with your clean or feel as though we missed anything get in contact within 24 hours after the service has taken place and we will discuss how to rectify the situation or discuss what we can do to make your next clean better.

By accepting any clean with Immaculate 23 you are accepting the terms and conditions above. Any questions contact us on our email

immaculate23services@gmail.com