TERMS AND CONDITIONS

DOMESTIC OR COMMERCIAL CLEANING AND GARDENING SERVICES PROVIDED BY SWC


Whеn уоu mаkе а bооkіng bу рhоnе, еmаіl, оr thrоugh thе bооkіng/соntасt uѕ еnquіrу fоrmѕ оn thе соmраnу’ѕ wеbѕіtе, уоu асknоwlеdgе thаt: уоu hаvе rеаd, undеrѕtооd аnd аgrееd tо thеѕе tеrmѕ аnd соndіtіоnѕ

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. Snow White Cleaners endeavours to provide the same cleaning/gardening team where appropriate or requested. However, this may not always be possible due to holidays, absences, varying cleaning frequencies & other commitments.

Service cost is between £11.00 and £30.00 excluding VAT per hour per cleaner/gardener and is subject to signing a Cleaning/Gardening Service Agreement with Snow White Cleaners (SWC). Minimum of 3 hours per cleaning and 2 hours per gardening visit apply unless agreed otherwise. If you have two cleaners/gardeners in your property working from 9:00 to 11:00 means 2×2=4 hours’ service. If you have four cleaner/gardeners working from 9:00 to 11:00 means 4×2=8 hours’ service. All hourly rates are for one Snow White Cleaners operative for one hour. All hourly rates have a minimum charge per visit shown in the price list even if the job requires fewer hours.

CUSTOMER CARE

Snow White Cleaners wants to keep in regular contact with you in order to ensure that you get the best possible service. Please feel free to contact us by telephone, email, or through our website.

CLEANING

The customer agrees to provide a list of tasks and all cleaning materials and equipment needed for the required work unless other arrangements have been made with SWC. All cleaning equipment should be safe and in full working order.

If SWC 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 £10 charge may apply. The client understands that the price quoted is not for a “package deal” and does not include anything apart from cleaning and ironing labour. If any estimates of how long it will take our operatives to do the job required are being provided that is only an estimate based on the average time it takes to clean a home or office of similar size to the customer’s, it is difficult to estimate precisely how long such tasks may take and that a degree of flexibility may be required.

The client is liable for an employee referral fee of £500.00 should he/she directly engage anyone currently employed/sub-contracted by SWC within the one-year 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.

ONE-OFF CLEANING

SWC reserves the right to amend the initial quotation, should the client’s original requirements change. A minimum of 3 hours per One-off cleaning visit applies. The customer agrees to provide a list of tasks and all cleaning materials and equipment needed for the required work unless other arrangements have been made with SWC. All cleaning equipment should be safe and in full working order. If the customer does not have cleaning materials or value on utility and laundry cards and a customer asks SWC to purchase said items on their behalf, the customer understands that an applicable service charge will be assessed.

If SWC operatives need 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 £10 charge may apply.

The client understands that the price quoted is not for a “package deal” and does not include anything apart from cleaning labour. If any estimates of how long it will take our operatives to do the job required are being provided that is only an estimate based on the average time it takes to clean a home or office of similar size to the customer’s, it is difficult to estimate precisely how long such tasks may take and that a degree of flexibility may be required. The customer is advised that a one-off spring cleaning may take double the length of time required for general cleaning. After Builders Cleaning, After Cleaning or Badly neglected homes may take up to three times longer than a well-maintained home requiring general cleaning. Therefore, we advise the customer to ask for our special cleaning services: After Builders Cleaning (please see End of Tenancy Cleaning’s terms).

END OF TENANCY CLEANING

72 hours’ guarantee

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

SWC reserves the right to amend the initial quotation, should the client’s original requirements change. Differences in excess of 10% will be discussed with the client prior to the start of the work.

Not included in the service price are:

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

The property must be vacated.

If SWC operatives need 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 £10 fee may apply.

If the customer requires cleaning service after building work has been carried out recently (service is also known as After Builders Cleaning which takes up to twice the time needed for successful completion of the required tasks) then a 30% from the standard End of Tenancy Cleaning quote will be added.

If the customer requires viewing out of working hours 8:00-18:00, then an additional fee of £20.00 may apply.

CARPET CLEANING

For all Carpet cleaning services SWC reserves the right to amend the initial quotation, should the client’s original requirements change. Differences in excess of 10% will be discussed with the client prior to the start of the work. If SWC operatives need 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 £10 charge may be added to the price of the service. All carpet-cleaning prices are subject to a minimum call-out charge which depends on the area (usually £50).

GARDENING AND LANDSCAPING

The customer agrees to provide a list of tasks and all gardening and landscaping materials needed for the required work unless other arrangements have been made with SWC. All gardening equipment is provided by Snow White Cleaners.

If SWC 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 £10 charge may apply. The client understands that the price quoted is not for a “package deal” and does not include anything apart from gardening labour. If any estimates of how long it will take our operatives to do the job required are being provided that is only an estimate based on the average time it takes to maintain the garden of similar size to the customer’s, it is difficult to estimate precisely how long such tasks may take and that a degree of flexibility may be required.

The client is liable for an employee referral fee of £500.00 should he/she directly engage anyone currently employed/sub-contracted by SWC within the one-year 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.

All gardening prices are subject to a minimum call-out charge which depends on the area (usually £60).

ESTIMATES/QUOTATIONS

Quotations/estimates are valid for 30 /thirty/ days unless agreed otherwise in writing, and are subject to availability or resources. All Quotations/estimates are provided as estimates unless specified as fixed-price jobs. They are an estimate of the likely minimum cost of the work, based on the information available at the moment. Please note the price shown on each estimate/quotation is only for services/materials included to the estimate/quotation. Any services/supplies that are not mentioned in the estimate/quotation are NOT included in the price. If any extra work is required by the client or for any extra work occurred due to unforeseen circumstances which the company is not liable for, the price and schedules for these works shall be agreed additionally. Any extra services/supplies are subject to additional charges agreed separately in writing, an additional estimate will be sent. Further confirmation will be required. The final price will be calculated on the basis specified in the estimate. If any additional ad-hoc work/supply is requested by the customer on-site or as a result of a last-minute booking, and no written estimates/quotations were given, these additional works/supplies are chargeable in accordance with Snow White Cleaners rates and fees applicable at the time the works carried out and maybe increased above or reduced below the specified price. All hourly rates are for one operative for one our. All hourly rates have a minimum charge per visit shown in the price list even if the job requires fewer hours.

PAYMENT TERMS

1. Payment can be made via bank transfer, cash, by debit/credit card over the phone, standing order or direct debit. Please note we no longer accept cheque payments.
2. For any regular weekly/fortnightly/monthly cleaning/gardening services, payment is due upon receipt of the invoice unless agreed otherwise in writing. All hourly rates have a minimum charge per visit shown in the price list even if the job requires fewer hours.
3. For jobs estimated at under £500+VAT payment is required in advance by bank transfer or credit/debit card. For End of Tenancy Cleaning and all one-off services, payment in full is required in advance – the full amount must be received by us at least 2 working days before the date the service is booked in for. The appointment will not be secured until the payment is made.
4. For jobs estimated at between £500+VAT and £4,999+VAT, a deposit of 40% is required before or on the starting date at the latest. The balance is due on the date of completion.
5. For projects estimated at between £5,000+VAT and £9,999+VAT 30% deposit is required before or on the starting date at the latest. The balance is payable on up to two instalments each of 30%. The last instalment of 10% is due on the date of completion.
6. For projects exceeding £10,000+VAT 20% deposit is required before or on the starting date at the latest. The balance is payable on weekly or fortnightly instalments. The last 5% of the total amount is due on the date of completion.
7. The above payment terms are applicable to any services/supplies undertaken by the company unless agreed otherwise in writing.
8. As soon as an estimate is accepted by the client and all job details and arrangements are agreed, an invoice will be sent accordingly with the payment term included. Please note, the price shown on each estimate/invoice is only for services/materials included to the estimate/invoice. If any extra work is required by the client or for any extra work occurred due to unforeseen circumstances which the company is not liable for, the price and schedules for these works shall be agreed additionally. Any extra services/supplies are subject to additional charges agreed separately in writing and an additional estimate will be sent. Further confirmation will be required. The final price will be calculated on the basis specified in the estimate. If any additional ad-hoc work/supply is requested by the customer on-site or as a result of a last-minute booking and no written estimates/quotations were given, these additional works/supplies are chargeable in accordance with Snow White Cleaners rates and fees published on the company website and are applicable at the time the works are carried out and maybe increased above or reduced below the previously specified price. All hourly rates have a minimum charge per visit shown in the price list even if the job requires fewer hours.
9. Failure to pay a deposit prior to commencing the work will result in the job being rescheduled. Failure to make a payment as per the payment term will result in the job being cancelled immediately without further notice and the works will be rescheduled.
10. In case of a delay to the project caused by the client, the payment term is not subject to change.
11. The Customer shall pay all amounts due under the agreement in full without any deduction or withholding except as required by law and the customer shall not be entitled to assert any credit, set-off or counterclaim against the Company in order to justify withholding payment of any such amount in whole or in part.
12. Where the balance is not cleared by the Customer within 7 days of the balance due date, £40 for any cleaning/gardening services and £50 for any builders/handyman/plumbing/electrician/landscaping services administration charge plus interest based on a formula of the ‘reference rate’ of the Bank of England plus 8% will apply. The interest calculated is simple, not compound, according to the following: Debt x interest rate x (the number of days late/365) = interest will apply. If the ‘reference rate’ of the Bank of England is 4%, then the total interest is 12% (reference rate plus 8%). To calculate the interest on the late payment:
£1,000 x 12% = £120 (the interest to be paid in a year)
£120/ 365 = 32.9p (the daily interest).
13. The company will endeavour to complete the work in the estimated time, but any additional chargeable hours will be included in the final price.
14. The Company shall not be required to issue or deliver any certificates, guarantees or other similar documents regarding the Works until payment has been made in full.
15. Where the Customer is represented by a third party (such as a managing agent, contractor or other representatives), in the event of non-payment by the Customer, the third party will be responsible for payment as shown on the invoice unless the Company has agreed otherwise in writing.

CLAIMS

SWC has a public and employer’s liability insurance which includes “Treatment Risk”. The policy will cover any accidental damages caused by an operative working on behalf of SWC. There is £500 excess on any claim. The customer accepts and understands that poor service; breakage/damage or theft must be reported within 24 hours from our service date. Failure to do so will entitle the customer to nothing. SWC advises that the customer or a customer’s representative must be present at the time of completion of the job so an inspection can be carried out and any corrections made on-site on the same day. If the customer has scheduled an inventory check, then it must be scheduled to commence no later than 24 hours after the cleaning or gardening job has been carried out. In case of damage, SWC will repair the item at its cost. If the item cannot be repaired SWC will rectify the problem by crediting the customer with the item’s present actual cash value toward a like replacement from SWC’s source upon payment of cleaning services rendered. If the customer is not completely satisfied with a cleaning or gardening job, a complaint must be lodged within 24 hours of the cleaning day. SWC will re-clean any areas and items to customer’s satisfaction. For the end of tenancy cleaning, customers have 72 hrs from the cleaning day to a complaint.

All fragile and highly breakable items must be secured or removed. Items excluded from liability are cash, jewellery, items of sentimental value (the customer will be credited with the items present cash value), art, and antiques.

Key replacement/locksmith fees are paid only if our operatives lose keys.

SWC reserves the right NOT to be responsible for: any job not complete due to the lack of suitable cleaning/gardening materials and/or equipment in full working order, hot water or power not provided by the customer; third party entering or present at the customer’s premises during the cleaning process (such builders, electricians, plumbers, handyman, any other tradesmen, estate agents, new tenants, etc.); wear or discolouring of fabric becoming more visible once dirt has been removed; failing to remove old/permanent stains that cannot be removed using standard carpet cleaning methods; existing damage or spillage that cannot be cleaned/removed completely using provided by the customer cleaning materials and equipment or standard carpet cleaning equipment; any damages caused by a faulty or not in full working order materials/equipment supplied by the customer; accidental damages worth £50 or less; any accidental damages caused by our cleaners if the customer has an unpaid balance owed to SWC.

CANCELLATION

REGULAR DOMESTIC OR COMMERCIAL CLEANING AND GARDENING

Customer may cancel a cleaning/gardening visit/s by giving at least 24 hours advanced notice. Customer may terminate the whole service by giving 30 days’ prior notice in writing and specifying the last working date. The customer agrees to pay the full price of the service if the customer cancels or changes the date/time less than 24 hours prior to the scheduled appointment. The customer agrees to pay the full price of the service in the event of a lockout caused by our cleaners being turned away; no one home to let them in; or a problem with the customer’s keys. If keys are provided they must open the lock without any special efforts or skills. The customer agrees to pay the full price of one service in case of a termination of the service if the customer has given less than one-week of advanced notice. The customer has the right to terminate the service without giving one-week advanced notice but by giving 24 hours advanced notice before or immediately after the first visit only.

ONE-OFF CLEANING/GARDENING

The customer may cancel the scheduled cleaning/gardening job at least 24 hours prior to the agreed start time. The customer agrees to pay £30 cancellation fee per operative if the customer cancels or changes the date/time less than 24 hours prior to the scheduled appointment. Customer agrees to pay £30 cancellation fee per operative in the event of a lockout caused by our cleaners/gardeners being turned away; no one home to let them in; or problem with customer’s keys. If keys are provided they must open the lock without any special efforts or skills.

END OF TENANCY CLEANING & CARPET CLEANING

Customer may cancel the scheduled cleaning job at least 24 hours prior to the agreed start time. The customer agrees to pay 40% of the quote as a cancellation fee if the customer cancels or changes the date/time less than 24 hours prior to the scheduled appointment. Customer agrees to pay 40% of the quote as a cancellation fee in the event of a lockout caused by our cleaners being turned away; no one home to let them in; no water or power available at customer’s premises; or problem with customer’s keys. If keys are provided they must open the lock without any special efforts or skills. If an initial deposit has been paid to SWC then the customer agrees that deposit funds may be used to cover the cancellation fee. The guarantee period for the service is 72 hrs

DATA PROTECTION

Snow White Cleaners is committed to protecting your privacy. Any information you choose to give us will be stored securely and used with respect.
We are registered with the Information Commissioner’s Office and have policies and procedures in place 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.

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.

Please note 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 14/10/2020