Terms and Conditions

By accepting a quote and making a booking over the phone, email, text, website or Facebook, the customer agrees to be bound by the following Terms & Conditions of A&C Diamond Cleaning Services Ltd.

We are registered in England & Wales under Company Number 12279719.

Below you can read about our Terms & Conditions that apply when you book our professional cleaning services.

Carpet & Upholstery Cleaning:

1.1 In these terms of Business the following definitions apply:
“The Company,” “We,” “Us,” - means A&C Diamond Cleaning Services Ltd.
“Cleaner,” “Cleaning Operative,” - means the person or firm providing cleaning service on behalf of the company.
“Customer,” - means the person or corporate body together with any subsidiary or associated companies as defined by the Companies Act, 2006 to whom the cleaning service are supplied by the company.
“Customer Address,” - means the address where the customer has requested the cleaning service to be carried out.
“Service,” “Professional Carpet Cleaning,” “Professional Upholstery Cleaning,” - means the cleaning services provided on behalf of the Company.
“Cleaning Visit,” - means the visit to the customer’s service address by the cleaner in order to provide the service.

Contract:

2.1 These Terms & Conditions represent a contract between A&C Diamond Cleaning Services Ltd 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 cleaning service, including placing an order for services by phone, text, website, email and Facebook forms will constitute the customers acceptance of these Terms & Conditions.

2.4 Unless otherwise agreed in writing by the Company Director or Company Secretary, these Terms & Conditions will prevail over any other Terms of Business or purchase conditions put forward by the customer.

2.5 No variation or alteration of the Terms & Conditions will be valid unless approved by the Company Director or Company Secretary.

Quotations:

3.1 Carpet cleaning service is charged per square meter OR by national average room sizes, taking into account the type of carpet fibres.

3.2 All quotations are given by the company following a request by the customer and will remain open to an acceptance for a period of 30 days from the date of enquiry.

3.3 We reserve the right to amend the initial quotation, should the customers original requirements change.

Equipment:

4.1 The Company will provide all cleaning supplies and carpet/sofa cleaning equipment required to provide the cleaning service.

4.2 The customer must provide running warm water and electricity at the premises where the cleaning service takes place.

Payment:

5.1 The customer must make payment either by cash or bank transfer before the cleaner leaves the customer’s property.

5.2 Although greatly appreciated and a powerful way to say “Thank-you”, the customer understands that tipping is not required or requested.

5.3 We reserve the right to charge interest on invoiced amounts unpaid for more than 7 days at the rate of 8% per annum above the Bank of England base rate from due date until the date of actual payment under the Late Payment Act.

Cancellations:

6.1 The customer can cancel the scheduled services giving no less than 24 hours prior notice. If the customer cancels within the 24 hour booking agreement, a cancellation fee of 30% will be charged.
If the service is booked with less than 24 hours from when it takes place, the client waives the right to cancel the booking. In case this service is cancelled, the company requires the customer to pay a 30% cancellation fee.
If the customer reschedules the service to a different day and time, no cancellation fee is required. If a customer reschedules, a deposit of 20% will be taken. This secondary booking must be made within 7 days of the first cancellation. An invoice will be sent to the customer’s address from the original booking requiring the 30% cancellation fee if the secondary booking is not arranged within the 7 day period.

6.2 The customer must pay 50% of the price of the booking if:

6.3.1 Our cleaning operative arrives at the customer’s address and are unable to gain access to the customers 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.

6.3.2 If the customer cancels or  reschedules the service upon arrival of the cleaning operative, a 50% fee will be charged to cover travelling time, loss of profit and fuel costs.

6.3.3 If there is no reply to repeated knocking due to the customer not being at home, an invoice will be sent to the customer that booked requesting 50% of the price of the booking.

Refunds:

7.1 Refunds will only be issued if:

7.1.1 The customer has cancelled a cleaning service beyond the 24 hour notice period prior to the commencement of the cleaning service.

7.1.2 A cleaner has not been able to provide the cleaning service due to reasons beyond the customer’s responsibility.

Complaints:

8.1 We request that complaints or feedback be provided in writing (by letter or email), and include any photographic evidence and description of the issue within a reasonable time of the cleaning service completion, to ensure that the details are received in a clear and complete manner. Due to the nature of the service, reasonable time is equal up to 48 hours upon completion of the service.

8.2 All cleaning services will be deemed to be provided to the customer’s satisfaction unless a written notice detailing the complaint is received by the Company within a reasonable time of service.
The company will fully investigate any complaints and attempt to resolve them to the satisfaction of the customer, or alternatively to a reasonable standard.

Claims:

9.1 The customer agrees that due to the nature of the cleaning service the company guarantees only to correct any problems reported within a reasonable time equal to 48 hours upon completion of the cleaning service. Failure to do so will entitle the customer to nothing.

9.2 We may require entry to the property of the claim as soon as possible in order to rectify the problem.

9.3 The customer agrees to inspect the work immediately upon the completion of the cleaning and draw the cleaner’s attention to any outstanding issues while they are still on site. The cleaner will provide any such additional work to the customer’s satisfaction.

9.4 If the customer or any third party instructed by the customer is not present at the time of the completion of the cleaning service to inspect the work, then no claims regarding any cleaning issues can be made.

9.5 If the customer instructs a third party to inspect the results from the cleaning service, then the company must be notified before completion of the service.

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

9.7 Any refunds or adjustments must be requested by us directly and subject to approval by us.

9.8 The customer waives his right to stop payment on his card or protest a Bank Transfer payment.

9.9 While the company cleaners make every effort not to break items, accidents do happen. Identical replacement is always attempted, but not guaranteed. For this reason, we request all irreplaceable items (whether monetary or sentimentally valuable), be stored away and or not cleaned by the cleaners.

9.10 We will not be responsible for damage due to faulty and/or improper installation of any item also old/worn out damaged items. All surfaces (ie marble, granite, wood etc) are assumed sealed and ready to clean without causing harm.

9.11 The company will not be liable for damages worth £40.00p or less.

9.12 The company will not be liable for any odours arising during at/or after the cleaning service. This is due to the factors such as poor or lack of ventilation and/or inappropriate heating etc.

Supplementary Terms:

10.1 If any estimates of how long it will take the cleaners to do the job required are being asked, our information given is only based on an estimate on an average time it takes to clean a property of similar size to the customers. It can be very difficult to estimate precisely how long such tasks may take and that a degree of flexibility may be required.

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

10.3 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 respresentative at all times during the course of the work. The company will not be held responsible for the customer’s failure to comply with this obligation.

10.4 The company reserves the right to make any changes to any parts of these Terms & Conditions without giving any prior notice. The company may add or alter these Terms & Conditions from time to time and any alterations or additions will apply to new business but not to existing contracts.

Deep Clean or Stain Extraction:

11.1 A deep clean guarantees dirt, dust and dust mite extraction from a customers carpet, upholstery & rugs. A deep clean does not guarantee stain extraction. Stain extraction will not be guaranteed by the company due to the nature of stains and how long it’s been present (ie if the stain is a water based or oil based). However, every reasonable effort will be made by us to extract stains from your carpet, upholstery or rugs, but further charges may be incurred as stain extraction in most circumstances takes longer to extract. It is the customer’s responsibility to inform the company if they have stains present. If the customer fails to provide a reasonable assessment at the time of booking regarding any present stains on their carpets, upholstery or rugs then the company may exercise the right to re- quote accordingly, once the Cleaning operative is on site. Any pictures sent by the customer showing all stains will be well received and deemed as reasonable.

Parking for the cleaning operative:

12.1 It is the clients responsibility and obligation to advise the cleaning company of any parking restrictions, (ie single/double yellow lines, Pay & Display, resident permit holders etc),
If parking requires a resident permit the customer must provide a permit for the cleaning operative. If parking is a pay & display area or metered parking etc, these additional charges are to be met by the customer.
If, at the time of arrival of the cleaning operative there are double/single yellow lines present outside or within a reasonable distance from the customers address, the cleaning operative may decline honouring the agreed booking. It is the customers responsibility to advise the company of any Health & Safety matters relating to customers circumstances (ie muddy driveways, live cables on floor areas, dog/cat faecal matter etc).
If the customer fails to inform the cleaning operative of parking restrictions and parking is not available upon his arrival, and/or fails to inform the cleaning operative at the time of booking, then a 50% fee will be charged. This charge covers our loss of profit, travelling time and fuel costs.

Furniture Removal:

It is the customers responsibility to remove furniture from rooms and areas that you require carpet cleaning (ie sofas, wardrobes, beds etc). However, we fully understand that this is not always possible. The company will clean around heavy furniture (ie beds, wardrobes, cabinets etc), if they are not removed prior to the cleaning operatives arrival. We will only move small items of furniture - if not heavy. However, there are certain circumstances where we will go the extra mile to assist with furniture moving, (ie if  the customer is elderly, disabled or pregnant). It is important to note that the company will take no responsibility, if, with reasonable care taken by the cleaning operative, any breakages occur.

Stairs & Landing Carpet Clean:

Clients stairs & landing are two separate areas, irrespective on whether the client has the same carpet throughout. Stairs are quoted on the basis of one complete flight. Any small landings that separate a flight of stairs will incur further charges.

It is the clients responsibility to inform the company of any such landings. If a client fails to inform the company of this, the cleaning operative will inform the client once on site for this additional cost.