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Terms and Conditions

Cleaners

  • All our cleaners are fully trained in our advanced cleaning technique.
  • Our cleaners can work alone if required, but we reserve the right to work in teams of
    2 or 3 also.  We generally send cleaners in teams of 2 for most cleaning tasks. 
  • We do endeavour to provide the same cleaner where appropriate or requested. However, this may not always be possible due to holidays, absences, varying cleaning frequencies & other commitments.
  • Our training and working practices are designed to ensure that we comply with all applicable health and safety regulations.

Customer Care

  • We want to keep in regular contact with you in order to ensure that you get the best possible service from Helpful Hands Cleaning Services Ltd.
  • Please feel free to contact us by telephone, email or through our website.
  • All requests to amend or cancel bookings must be made to our office via telephone or email and not via cleaning teams.

Our Charges

  • Payment can be made to the cleaner on the day or you wait for us to email you with an invoice.  Payment for any invoices is expected within 7 days.  We accept cash and bank transfers.  Cheques can be accepted but there will be an admin charge to do so as we need to physically drive to the bank and pay these in.  Please ring to find out the current cost for this.
  • For one off cleans you need to pay in full for the clean at the time of booking via bank transfer.  Once payment has been cleared, we will send the cleaners to the job. 
  • For unpaid accounts, there is a Late Payment Fee chargeable of the greater of 3% or £20 per calendar month, whichever is greater. 
  • All monies owing must be paid without offset, counter claim or other deductions.
  • Please note all accounts beyond our credit terms will be passed to our debt collection agency. All accounts without exception will be subject to a surcharge of 15% plus VAT to cover our costs of recovery. These accounts will also be subject to any legal costs incurred in obtaining settlement. Should any part of the debt be for cleans which are required as part of the notice period but have not taken place you will no longer have the option of these cleans been completed once the debt has been passed to our debt collection agency.
  • We reserve the right to terminate any contracts if communication were to break down between us (the provider) and yourself (the client) at any stage of the agreement if we see fit to do so. 

Special Circumstances

  • Special requests for additional services should be made a minimum of 2 days before a service day. All additional services will be invoiced accordingly.  Some services will be recommended from 3rd party companies that work with us.  We are not liable for these companies, nor will we deal with any complaints or payments.  Once details are provided all communications made between yourself and the 3rd party company are down to you (the consumer or business).
  • If your scheduled service day falls on a public holiday, then this clean will be cancelled, and we will do our best to re-arrange a cleaning day/time for you.  We cannot make any promises and you should contact us to discuss these arrangements if they are not suitable.   
  • We will treat your home with the greatest of care. Please inform us of any items that are particularly fragile, require special care or attention or are irreplaceable, so that we can make special arrangements for care.
  • We reserve the right to take photographs of any areas the cleaner(s) considers to be of concern. Any such photographs will be for our use only and will be deleted from the device they were taken on.

Your Obligations, Our Cleaners, Health & Safety and Risk Assessments

  • For the avoidance of doubt everyone living at the property at which we clean is bound by these terms and conditions.
  • You are required to provide a safe working environment for our cleaners, e.g. safe electrical appliances, securely fixed wardrobes, cupboards, shelves etc. and advise us of any risks. If you ask a cleaner to use your electrical appliances, please ensure that they are PAT tested.
  • We provide all cleaning products apart from mops and buckets.  At least one mop and bucket must be supplied if there is an expectation for our cleaners to clean a hard-surfaced floor, such as tiling, lino or vinyl flooring.
  • During and after a Helpful Hands Cleaning Services Ltd visit you should expect floors and surfaces to be wet and cleaning products and equipment may be left unattended. We do not accept liability for any accidents that may arise as a result of this. It is your responsibility to take any necessary precautions to safeguard yourself, any children, vulnerable adults or any third parties who have access to your property. Our staff cannot clean any areas that they cannot safely reach.  A small 2-step ladder is the maximum height that our cleaners are permitted to work at. 
  • During the period of this agreement and for a period of 12 months after the termination of this agreement, you, the client will not employ or engage the services in any capacity of any cleaners or Helpful Hands Cleaning Services Ltd staff that are currently or have been employed or introduced to you by Helpful Hands Cleaning Services Ltd. Helpful Hands Cleaning Services Ltd reserves the right to claim any damages, loss of earnings, recruitment costs, training costs and any court costs where appropriate, subject to a minimum charge of £1000 plus VAT.
  • Should you wish to purchase the right to engage or employ a cleaner privately please contact us to discuss the fee for this.
  • Please ensure that access is provided. Otherwise we are obliged to charge.
  • We can devote more of our time in providing you with the best of our professional services should you spend a few moments tidying before we arrive.

Cancellation

  • Please contact us, giving us at least 3 full working days’ notice if you do not want a clean or are on holiday. Cancellations for individual cleans require 3 full working days’ notice in order to re-schedule and avoid having to charge you.  Any charges will be invoiced, and you will be expected to pay these charges within 14 days. 
  • Notice period and charges for individual cleans, charges are inclusive of Management Fee and Cleaners Fee:
  • Cleans that are 4 hours or less:
    • 2 working days before: no charge
    • 1 working day before pre rota commitment: no charge
    • 1 working day after rota commitment: £25 administration fee to rework the rota and cleaning rounds.   
    • On the same day before cleaners are sent: 75% full cost of the cleaning. 
    • When the cleaners arrive: 100% full cost of the cleaning. 
  • Cleans that are 5 hours or more: 
    • 2 working days before: no charge
    • 1 working day before pre rota commitment: no charge
    • 1 working day after rota commitment: £25 administration fee to rework the rota and cleaning rounds.   
    • On the same day before cleaners are sent: 50% full cost of the cleaning.  Capped at 6 hours. 
    • When the cleaners arrive: 75% full cost of the cleaning.  Capped at 6 hours.
  • Cancellation of the Service:
    • We will require a formal cancellation of any service in writing via phone call, email to info@helpfulhandscleaning.co.uk or via letter to 111 Kingsnorth Road, Ashford, Kent, TN23 6HZ. Should our services not be required within any notice period then you will be invoiced for the full price of the cleans (inclusive of both management Fee and Cleaners Fee) that we would expect to provide within 14 days. 
    • Should you wish to cancel the service in order to employ or engage the services in any capacity of any cleaners or Helpful Hands Cleaning Services Ltd staff that are currently or have been employed or introduced to you by Helpful Hands Cleaning Services Ltd reserve the right to claim any damages, loss of earnings, recruitment costs, training costs and any court costs where appropriate, subject to a minimum charge of £1000 plus VAT.
    • Should you wish to purchase the right to engage or employ a cleaner privately please contact us to discuss the fee for this.

Insurance

  • We are fully insured for public liability.  All cases are reviewed on a case by case basis. 
  • Helpful Hands Cleaning Services Ltd are not liable for:
    • Any loss or damage in excess of the limit neither of its insurance cover nor outside the scope of its cover.
    • Any losses incurred by the Client as a result of any failure of a Cleaner to comply with his or her Contractual obligations under the Contract for Services for whatever reason.
    • Any losses or costs incurred by the client due to a clean not taking place or taking place at a time different from your preferred time or date.
    • Failure of any retained Cleaner to return keys and any loss that may arise as a result; and
    • For collusion or theft of property or possessions by a retained Cleaner.
    • Any Accidental damage, we advise you to ensure you have adequate home insurance.

Complaints

  • If you have just cause for complaint, please contact us within 48 hours in order that we can return and rectify the matter for you.
  • The terms and conditions may be varied, and a current version is available at www.helpfulhandscleaning.co.uk