TERMS AND CONDITIONS

DOMESTIC OR COMMERCIAL CLEANING AND GARDENING SERVICES PROVIDED BY SWC

DEFINITIONS

• “The Company”, “We”, “Us”, “SWC” means the brand/trade name of Snow White Cleaners Ltd

• “Cleaner” – the person or firm carrying out cleaning services on behalf of the Company.

• “Client”, “Customer” – person or firm, or corporate body together with any subsidiary or associated Company who receives the cleaning service.

• “Client’s Address” – the address where the Client has requested the cleaning service to be carried out.

CONTRACT

1. These Terms and Conditions represent a contract between Snow White Cleaners Ltd and the Client.

2. With regard to all statutory regulations and codes of conduct, both parties shall ensure that they contribute to their respective responsibilities.

3. Placing an order over the phone, email, or via our website booking shall constitute the Client’s acceptance of these Terms and Conditions.

4. These Terms and Conditions shall, Unless otherwise agreed in writing, prevail over any other terms of business.

5. Any variation or alteration of these Terms and Conditions shall not be valid unless approved in writing by the Company.

CANCELLATION

1. The scheduled service can be cancelled by giving at least two working days prior written notice.

2. There is a cancellation fee of 50% of the service total for cancelling or rescheduling a cleaning visit in less than two working days.

3. The Client must pay the total price of the booked service if our cleaner arrives at the Client’s address and cannot access the Client’s home. The provided key must open all locks without any special efforts or skills.

4. If the Customer requires a change of the scheduled visit, the Company will do its best to accommodate this request, subject to availability. Any such changes are subject to 2 working days prior notice.

REFUND

1. 50% Refund will be issued if a cleaning operative has not been able to provide the service due to reasons beyond the Client’s responsibility.

2. Refunds cannot be issued if the Client was present in the property, has checked the property condition and had no complaints.

CLEANING SERVICE

1. All cleaning equipment should be safe and in working order.

2. The Company’s operative does not move any heavy furniture, including electrical items, white goods etc. and does not clean higher than a 3-step ladder height.

3. The sales advisors can only provide a rough estimate of the duration of the cleaning service, which is based on a basic description of the Client’s house. The cleaner may discuss a variation of the planned time if required.

4. If a Company’s operative needs to collect keys from a third party’s address outside the postal code of the premises where work is to be carried out, then a £15 charge may apply.

5. For any alarm systems, the Customer should provide special instructions for the deactivation/activation of any household alarm systems.

6. Access to hot water and power must be granted to the cleaner.

7. In case of complaints, SWC requires to be notified within 24 hours after the completion of work.

8. Any fragile and breakable items must be secured or removed. Items excluded from liability are cash, items of sentimental value, art and antiques.

9. For your pet’s safety, we recommend that all pets be kept away from the operatives for the duration of the service

10. The Client is liable for an employee referral fee of £250.00 should he/she directly engage anyone currently employed/sub-contracted by Snow White Cleaners Ltd within the six-month period to such employment. The Client agrees to pay this fee whether he notifies the Company of his actions or SWC discovers this employment independently at any time after it occurs. The Client further agrees to reimburse SWC for any, and all collection or legal fees SWC incurs in collecting this fee.

 

END OF TENANCY CLEANING

72 hours guarantee. The property must be vacated.

1. We guarantee the quality of our cleaning. For End of Tenancy Cleaning, you receive 72 hours guarantee. Please note that the property must be empty. If any omissions are found by your landlord or letting agent, we must be informed within 72 hours after the service has taken place, and we will go back to your property and clean it again for no extra cost.

2. Should the Customer’s initial requests have changed, SWC reserves the right to amend the initial quotation. Change of price above 10% will be discussed with the Client before the start of the work.

Not included in the service are:

Walls, ceilings, curtains, balconies, patios, exterior windows, carpet cleaning, emptying and putting items back in cupboards/wardrobes/drawers, unpacking, cleaning, and putting back books on bookshelves, washing up and cleaning cutlery. All of the above-mentioned services, excluding wall and ceiling cleaning, are available at an extra charge.

If the Customer requires a cleaning service after building work has recently been carried out (the service is also known as After Builders Cleaning), a 30% from the standard End of Tenancy Cleaning quote will be added.

COMPLAINTS

1. All services shall be accepted and delivered to the Customer’s satisfaction unless a complaint is submitted within 24 hours of service delivery. The Company will thoroughly investigate and make any endeavour to propose the best solution to the Customer.

3. The Customer agrees to allow the Company to return to rectify any omissions before attempting to clean those areas alone or arranging a third party to do the cleaning. Our Company Guarantee will be voided should the Customer fail to do so. In this case, we shall consider the matter fully settled. If payment has yet to be received in full or has been stopped by the Customer, we will immediately refer the account for collection.

4. Complaints cannot be accepted if the Client was present in the property, had checked the property condition and had no complaints.

CLAIMS

1. Due to the nature of the business, the Company shall only correct any omissions reported within 24 hours of completion. 

A problem that occurs on Saturday to be accepted as a valid claim must be reported no later than 12 pm on Monday. 

2. The Company will require entry to the Customer’s address of the claim within 24 hours to rectify any omissions.

3. Any refunds or adjustments must be requested from the Company directly and subject to approval by the Company.

4. While the Company operatives try not to break items, accidents do happen. Therefore, identical replacement is always attempted but has yet to be guaranteed. For this reason, the Company requests that any irreplaceable and valuable sentimental items be stored away. Or not cleaned by the cleaning operatives.

5. If the Cleaner damage the Customer’s item, the Company shall repair the item at its cost. In case the item cannot be repaired, the Company shall rectify the issue by reimbursing the actual cash value upon payment of cleaning services rendered.

6. For any damage due to faulty and/or improper installation of the item, the Company shall not be responsible. Surfaces such as marble, granite etc. assumed to be sealed and ready to clean without causing harm. 

7. No claims shall be entertained if the Client has an outstanding balance.

8. Any attempt to commit insurance fraud or any use of false information to achieve fraud will be subject to prosecution. 

9. Claims cannot be accepted if the Client was present in the property, had checked the property condition and had no complaints at that moment.

LIABILITY

1. The Company accepts no liability for any (whether direct, indirect or consequential) damage, delay, loss, expense, costs or compensation which may be incurred or suffered by the Customer arising from or in any way related to the following:

• Its failure to carry out its services is a result of reasons that are beyond its control. Factors beyond its control include acts of god, floods, severe weather conditions, lack of appropriate resources, inability to gain access to premises, such as water, electricity, and lighting;

• Cleaner delay at the Customer’s address. The Company aim to be right on time on any visit, but sometimes due to transport-related and other obstacles which are beyond the Company’s control, the Company operatives may arrive with a delay, or the cleaning visit may be rescheduled.

• Existing damage in the Customer’s property, such as stains, old stains, spillages, burns etc., which cannot be cleaned/eradicated by the cleaning operative using the industry standard cleaning methods;

• A non-satisfactory result from the service due to somebody using appliances during or shortly after the cleaning or walking on wet floors or process;

2. The Company accept no liability for any odours arising during and/or after cleaning when this is caused by lack of ventilation and/or appropriate heating.

3. The Company accept no liability under any circumstances for any damage, loss, expense, delay, costs or compensation that the Customer may suffer if the Client has an outstanding balance.

4. We record all incoming and outgoing phone conversations for quality control, record keeping and back-referral for any inquiries or investigations.

GUARANTEE

1 Snow White Cleaners Ltd has built its business and reputation by providing its Customer with the best possible cleaning service available. However, the Company realises that because its operatives sometimes do make mistakes. For this, we offer you a guarantee. If the Client is not satisfied with the Company’s service for any reason, the Company’s operatives will come back to the Client’s home and re-clean to his complete satisfaction.

2. Our guarantee is subject to a complaints notice no later than 24 hours after the completion of the service.

PAYMENT TERMS

1. Payment can be made via bank transfer, cash, debit/credit card over the phone, standing order or direct debit. We no longer accept cheque payments.

2. For any regular weekly/fortnightly/monthly cleaning/gardening services, payment is due upon receipt of the invoice on the day of the service unless agreed otherwise in writing. 

DATA PROTECTION

1. Snow White Cleaners is committed to protecting your privacy. Any information you give us will be stored securely and used with respect.

2. We are registered with the Information Commissioner’s Office and have policies and procedures to ensure we comply with the General Data Protection Regulations (GDPR). For full information on how we use and store your data, please visit our Privacy policy section.

THE TEAM

All our teams are fully trained in our advanced cleaning and gardening technique designed to serve your home thoroughly. Our training and working practices are designed to ensure that we comply with all applicable health and safety regulations.

APPENDIX

By ordering Snow White Cleaners’ service by telephone, e-mail, fax or Snow White Cleaners’ website, the customer agrees to be bound by Snow White Cleaners’ terms and conditions.

All prices are excluding VAT.

Please note all phone calls are reordered for training and customer quality assurance reasons.


The relevant United Kingdom law shall govern these terms and conditions, and by agreeing to be bound by them, the customer agrees to submit to the exclusive jurisdiction of the relevant courts of the United Kingdom.


Snow White Cleaners reserves the right to make any changes to any part of these terms and conditions without giving any prior notice. Please check this website for updates.

Last update 14/10/2022