End of Tenancy  / After Builders Cleaning Terms and Conditions 

By accepting a quote and making a booking either over the phone, e-mail or website’s contact forms, the customer agrees to be bound the following terms & conditions of Buffers Residential Cleaning Ltd (T/A Buffers Cleaning). We are registered in England and Wales under company number 12032299.

Below you can read about the terms and conditions that apply when you book our professional cleaning services in Hampshire.

Definitions

1.1. In these Terms of Business the following definitions apply:

“The Company”, “Us”, “We” – means Buffers Residential Cleaning Ltd (T/A Buffers Cleaning)

“Cleaner”, “Cleaning Operative” – means the person or firm providing cleaning services on behalf of the Company.

“Customer” – means the person, firm or corporate body together with any subsidiary or associated company as defined by the Companies Act 2006 to whom the cleaning service is supplied by the Company.

“Customer’s Address” – means the address where the Customer has requested the cleaning service to be provided.

“Service”, “End of Tenancy Cleaning”, “EOT”, “Move In / Out Cleaning”, Deep Cleaning, After builders cleaning” – means the cleaning service carried out on behalf of the Company.

“Cleaning Visit” – means the visit to the Customer’s service address by the Cleaner in order to provide the cleaning service.

1.2. Unless the context requires otherwise, reference to the singular include the plural and reference to the masculine include the feminine and vice versa.

1.3. The Headings contained in these Terms are for convenience only and don’t affect their interpretations.

CONTRACT

2.1 These Terms and Conditions represent a contract between Buffers Residential Cleaning Ltd (T/A Buffers Cleaning) and the Customer.

2.2 Both parties will ensure that their respective responsibilities under this agreement are undertaken in compliance with all statutory regulations and codes of conduct.

2.3 The Customer agrees that any use of the Company’s service, including placing an order for services by telephone, email, live chat, website forms will constitute the Customer’s acceptance of these Terms and Conditions.

2.4 Unless otherwise agreed in writing by the owner of the Company, these Terms and Conditions will prevail over any other terms of business or purchase conditions put forward by the Customer.

2.5 No variation or alteration of these Terms and Conditions will be valid unless approved in writing by the owner of the Company.

QUOTATIONS

3.1. End of Tenancy Cleaning is charged per job the current condition, number of rooms, bathrooms, WCs, shower rooms and en-suites. Please note that we don’t charge per hour per cleaner and the number of operatives attending your property may vary. The number of cleaners in a team cannot affect the initially quoted price.

3.2 The quoted price doesn’t include extras like: carpet and upholstery steam cleaning, washing up dishes, dusting books, cleaning walls/ceilings, cleaning balconies/terraces, cleaning patios/gardens/. Those extra services are priced separately.

3.3. The company uses national average room sizes when calculating quotations over the phone.

3.4. All quotations are given by the Company following a request by the Customer and will remain open to acceptance for a period of 30 days from their date.

3.5. The Company reserves the right to amend the initial quotation, should the Customer’s original requirements change.

3.6. Differences in excess of 10% will be discussed with the Customer prior to the start of the work.

VAT

4.1. The Company does not charge VAT.

EQUIPMENT

5.1. The Company will provide all cleaning materials necessary to carry out the service. The Company also can provide all cleaning equipment for an additional charge of £20.

5.2. The Customer has to provide running water, electricity and sufficient light at the premises where the service takes place.

PAYMENT

6.1 The Customer must make payment either by cash, card or Bank Transfer before the cleaner leaves the Customer’s premises.

6.2 Although greatly appreciated and a powerful way to say ‘Thank you’, the Customer understands that tipping is not required.

6.3 The Company reserves the right to charge interest on invoiced amounts unpaid for more than 14 days at the rate of 8% per annum above the Bank of England base rate from the due date until the date of actual payment under the Late Payments Act.

6.4 The Company reserves the right to cancel any contract and back charge additional for past services to reflect the balance of the standard rate(s) if any misleading or false information was used to obtain discounted services or if the given general requirements for the service and its professional performance would not be possible.

6.5 Where such alternative arrangements have been made the Customer has to make payment within 14 days of the invoice date.

6.6 The rates of payment by the Company will be as agreed between the Company and the Customer. The Customer will make no reductions or retentions from the sum due under any invoice.

CANCELLATION

7.1. The Customer can cancel the scheduled services by giving no less than 48 hours prior notice in writing. If the service is booked with less than 48-hours from when it takes place, the Client waives the right to cancel the booking. In case the service is cancelled, the company requires the customer to pay a 30% cancellation fee.  If the Customer reschedules the service to a different day & time, no cancellation/rescheduling fee is required.

7.2. There is an administration fee for cancellation of £70.00 or 30% of the cleaning service total (depending on the cancellation period) in less than 48 hours notice.

7.3. The Customer must pay the full price of the booked service if:

7.3.1 Our cleaners arrive at the Customer’s address and are unable to gain access to the Customer’s property, through no fault of the Company. If the customer or third-party have prevented the cleaner to do their job. If keys are provided they must open all locks without any special efforts or skills;

7.3.2 If the Customer reschedules the service upon arrival of the Cleaning Operative onsite, same should cover travel expenses to the Cleaning Operative.

7.4. If the Customer needs to change the cleaning service or time the Company will do its best to accommodate him. Any changes to booked cleaning service are subject to a 48 hours prior notice and availability.

REFUNDS

8.1. No refund claims will be entertained once the cleaning services have been provided.

8.2. Refund will be issued only if:

8.2.1 The Customer has cancelled a cleaning service within the allowed time (48 hours) prior to the start of the cleaning service;

8.2.2 A cleaner has not been able to carry out the cleaning due to reasons beyond the Customer’s responsibility.

8.2.3 According to Consumer Rights Act 2015 a price reduction can be issued only if a repeat performance cannot be provided from the Company within a reasonable time frame, which is equal to 14 business days upon completion of the service.

COMPLAINTS

9.1. All cleaning services will be deemed to have been provided to the Customer’s satisfaction unless written notice is received by the Company with details of the complaint and include photographic evidence of the issued area and description of the issue within 72 hours (for End of Tenancy cleaning) or 48 hours (for After Builders cleaning or Deep Cleaning) of the work being done. All complaints must be received in writing by post, or email no later than 72 or 48 hours after the completion of the cleaning service and depending on the type of the service booked. The Company will fully investigate any complaint and attempt to resolve it to the satisfaction of the Customer, or alternatively to a reasonable standard.

9.2. The Customer agrees to allow the Company back to re-clean any missed areas before making any attempts to clean those areas himself or arranging a third party to carry out cleaning services with regards to the above. Failure to do so will void our Company Guarantee if such is applicable and we will consider the matter fully settled.

9.3 According to Consumer Rights Act 2015 a repeat performance can be requested only if reasonable and is not in conformity with our requirements for a professional performance of the service.

9.4 Further to Consumer Rights Act 2015, the service should be performed with reasonable care and skills, however if it is in conformity with our requirements for a professional performance of the service or the requested cleaning service is inapposite for the situation, the company will not be liable for any future issues.

CLAIMS

10.1. The Customer agrees that due to the nature of the service the Company guarantees only to correct any problems reported within 72 hours (for End of Tenancy service) and 48 hours (for After Builders Cleaning or Deep Cleaning) of the completion of the cleaning services. Failure to do so will entitle the Customer to nothing.

10.2. The Company may require entry to the property of the claim to correct the problem.

10.3. The Customer agrees to inspect the work immediately after its done and to draw the operatives’ attention to any outstanding cleaning issues while the cleaners are still on site. The cleaners will carry out any such additional work to the Customer’s complete satisfaction.

10.4. If the Customer or any third party instructed by the Customer is not present at the time of completion of the cleaning services then no claims regarding any cleaning issues can be made.

10.5. If the Customer instructs a third party to inspect the result from the cleaning services then the Company must be notified before completion of the services.

10.6. In case of a third party inspecting or refusing to inspect the result from the cleaning service then the Company cannot be held responsible for rectifying any outstanding cleaning issues not mentioned by the third party.

10.7. Any refund or adjustment must be requested to the Company directly and subject to approval by the Company.

10.8. The Customer waives his right to stop payment on his card, cash or Bank Transfer payment unless the Company fails to make good on the guarantee shown in part 13.

10.9. While the Company cleaners 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 cleaners.

10.10. In case of damage, The Company will repair the item/s at its cost. If the item/s can’t be repaired the Company will rectify the problem by crediting the client with the item’s present actual cash value toward a like replacement from a Company’s source upon payment of cleaning service rendered.

10.11. The Company will not be responsible for damage due to faulty and/or improper installation of any items also old/worn out/damaged items. All surfaces (i.e., marble, granite, etc.) are assumed sealed and ready to clean without causing harm.

10.12. No claims will be entertained if the Customer has an outstanding balance aged more than 14 days.

LIABILITY

11.1. The Company will not be liable under any circumstances for any loss, expenses, damages, delays, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Customer arising from or in any way connected with:

11.1.1 Its failure to provide its services as a result of factors that are beyond its control. Factors beyond its control include acts of floods, severe weather condition, and inability to gain access to premises, lack of appropriate resources, such as water, electricity, and lighting;

11.1.2 Late arrival of Company’s cleaners at the service address. The Company endeavours to be right on time on any visit but sometimes due to transport related and other problems which are beyond the Company’s control, the Company’s cleaners may arrive with a delay or the cleaning visit may be re-scheduled.

11.1.3 An existing damage to Customer’s property in the form of old stains/burns/spillages etc. which can’t be cleaned/removed completely by the cleaners using the industry standard cleaning methods;

11.1.4 Non satisfactory result from the cleaning services due to the Customer or third party walking on wet floors or using appliances during or shortly after the cleaning process;

11.2. The Company will not be liable under any circumstances for any loss, expenses, damages, delays, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Customer if the Customer has an outstanding balance aged 14 days or more from the date the payment was due.

SUPPLEMENTARY TERMS

12.1. If the Customer requests key/s to be collected by the Company’s operative from an address outside the postal code of the Customer’s address then a £15.00 charge will apply. The charge will cover only the pick up of key/s. If said key/s need to be returned back to the pick up address or any other address another charge of £5.00 will apply.

12.2. If any estimates of how long it will take the cleaners to do the job required are being provided that is only an estimate based on the average time it takes to clean a property of similar size to the Customer’s, it being difficult to estimate precisely how long such tasks may take and that a degree of flexibility may be required.

12.3. The quotation excludes the clearing of debris left by tradesman or building work unless otherwise stated.

12.4. Our operatives are happy to move furniture. Due to Health and Safety regulations one cleaner will attempt to move only furniture upto 10 Kg and that requires no more than one person.

12.5. The Company will arrange an immediate replacement should an operative can’t attend a scheduled visit, and will inform the Customer prior to the visit. The time may vary due to the last minute needed rearrangements.

12.6. All fragile and highly breakable items must be secured or removed.

12.7. The Customer will ensure that all valuables are stored away when work is provided and that the property is supervised by the Customer or his representative at all times during the course of the work. The Company will not be responsible for the Customer’s failure to comply with this obligation.

12.8. The provisions of this contract are not intended to confer any benefit upon Third parties and the provisions of the Contracts (Rights of Third Parties) Act 1999, are hereby expressly excluded from this agreement.

12.9. The Company reserves the right to make any changes to any part of these Terms and Conditions without giving any prior notice. The Company may add to or alter these Terms and Conditions from time to time and any alterations or additions will apply to new business but not to existing contracts. Please refer to your copy of these Terms and Conditions.

OUR GUARANTEE

13.1 The Company has built its business and reputation by providing its customers with the best possible cleaning service available. Still, the Company realises, that because it’s cleaners are human beings, they sometimes make mistakes. For this reason, the Company offers you a guarantee for End of Tenancy cleaning service. If the Customer is not satisfied with the Company’s services for any reason, the Company’s cleaners will come back to the Customer’s property and re-clean to his complete satisfaction.

13.2 Our guarantee is subject to a complaints notice no later than 72 hours after the cleaning service is done. If such Guarantee is not applicable, the Customer should contact the Company no later than 48 hours upon completion of the service.

13.3 Our guarantee is applicable only and inclusively for End of Tenancy cleaning service and is not  applicable for other services such as After Builders Cleaning, Deep Cleaning or Pre-Tenancy Cleaning.

13.4 The Guarantee is valid only if the following conditions and requirements are met:

– Property must be vacant of tenants.

– Property must be empty of personal belongings (clothes, suitcases with luggage, cosmetics, etc.)

– Fridge/freezer must be empty of food and defrosted beforehand.

– Property must be vacant after the service is performed and no other work is to be done on the property during the 72-hour guarantee. Only the Landlord and/or the inventory agent should have access to the property in order to check the condition.

REFERRAL CREDIT

14.1. Every Customer of the Company will receive a one-time credit of £10.00 for referring our carpet cleaning service to another Customer. Credit will be issued after we receive cleared funds from the new Customer.

LAW

15.1 These Terms are governed by the laws of England and Wales, and are subject to the exclusive jurisdiction of the Courts of England, and Wales.

15.2 These Terms and Conditions are in regulation of the Consumer Rights Act 2015 and are not in imbalance in the parties rights or obligations under the contract.

15.3 The Terms are transparent for the purposes and expressed in plain and intelligible language and are legible.

15.4 The Terms are prominent for the purposes of the section and brought in such a way that a consumer would be aware of them.