Terms and conditions

Immaculate 23 Terms and Conditions.

1. These Terms and Conditions represent a contract between Immaculate and The Client.

2. The Client agrees that any use of The Company ’s services shall constitute the Client’s acceptance of these Terms and Conditions.

3. 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.

4. No variation or alteration of these Terms and Conditions shall be valid unless approved in writing by a director of the Company.

Please read before your clean, any questions don't hesitate to ask. 

All customers will be expected to pay on the day of your clean unless other arrangements have been made. Immaculate 23 will give a rough estimate of charge based on the description of the space given by the customer and if the customer feels a viewing is not necessary but this is subject to change upon viewing when cleaning. Immaculate 23 will provide their own products unless stated by the customer and discussed with the cleaner. We do not use products containing bleach, if you would like us to use bleach and this causes any damage this is no fault of immaculate 23. If you use bleach prior to us cleaning your home we should be made aware so we don’t transfer it  to other surfaces or mix chemicals. It is the customer's 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 have the right to change the quote should minimum wage or the cost of living increase. 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 has taken place. 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 or leave any clean if any cleaner feels threatened or uncomfortable. What is included in a general clean should be discussed with your cleaner prior to booking or you can request a general clean list, anything not said to be included will be charged at an extra rate. During a general clean, if a space is inaccessible it will be skipped. We do not move big furniture during a general clean and we will not climb ladders or furniture to reach any inaccessible heights. If you require an extra that has not been discussed prior to your cleaning appointment the cleaner can refuse to do it as they are on a schedule. If your cleaner attends your home and it's noticeably dirtier than usual and you require a bigger slot but your cleaner can not offer you more time they will leave once your time is up. It is the clients responsibility to tell their cleaner if they think more needs doing then usual prior to your clean. Your cleaner will not wait past your clean time to access a room you occupy if you are at work/on a call, your cleaner will lightly tap the door so you are aware, if you do not respond or exit the room your cleaner will assume you do not want the room cleaned. Cleaners will not clean a room already occupied, you will need to move in order for us to clean or risk having the area/room you are in being skipped. Any carpets cleaned will only be cleaned to a domestic standard as we are not specialist carpet cleaners. Any ovens cleaned will only be cleaned to a domestic standard as we are not specialist oven cleaners. During Deep cleans, End of tenancy or one off cleans Full payment should be paid before the cleaners leave the property unless discussed with us beforehand. We are able to hold keys but If the collection of keys is at a different location to the clean itself then a £3 charge will apply. For Deep cleans or end of tenancy cleans Immaculate 23 can view and quote before the clean or we will only give estimates of quotes and of time needed based on the customer's description of the property if not viewed beforehand, this could change so some flexibility is required. 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. For Deep cleans or end of tenancy cleans 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. If you cancel a general clean on the day your cleaner is due you will be expected to pay 50% of your quotation. Any extras such as microwave cleans or blinds will be charged at an extra rate. Ask your cleaner for a list of extras.

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.

Cancellations 

Customers of a general clean may cancel or adjust cleaning times by giving 24 hours notice. Customers agree to pay 50% of your quotation 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 than 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 hours means your deposit is no longer refundable. 

Refunds/partial refunds.

Immaculate 23 is open for complaints and claims from clients. However, we stand firm that we should be informed about such claims and complaints within 24 hours after the completion of the cleaning service. Once we decide that these claims are reality-based, we will send back our team of cleaners to redo the cleaning task to the satisfaction of the client. We do not provide refunds of any sort. Whether or not the client allows us to send back our cleaners to complete their job, without charges, Immaculate 23 reserves its right to not honour any refund to clients.

Gift cards.

Gift cards are non refundable and must be redeemed within 6 months from the day of purchase. Any gift cards used after this time period will be void.

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