terms and conditions

Domestic Cleaning Services Terms and Conditions

1.  DEFINITIONS

In these Terms and Conditions:

“Housework Regular Customer” means a Housework customer who has booked a minimum of four cleans

“Housework One-Off Customer” means a Housework customer who has booked between one and three cleans

“Booking” means the use of one of our services on one particular occasion.

2.  APPLICATIONS

All Bookings for APM Cleaning Ltd. services are made on these Terms and Conditions only to the exclusion of any other terms and conditions, whether written or oral. No alteration to the Terms and Conditions is valid unless contained in a letter signed on behalf of the company by an authorized signatory.

3.  PRICING & PAYMENT TERMS

a.  Payment conditions
(i)   If you are a Housework One-Off Customer, or a Housework Regular Customer prior to your first clean, full payment must be made in advance in order to secure a booking.
(ii)  Payment for Housework Regular Customers from second clean onwards must be made to APM Cleaning Ltd. on immediate completion of your cleaning service.
(iii) Payments can be made by credit card (unfortunately an additional 2.75% handling fee applies), debit card, BACS, cash or cheque.

b.   Price Changes/VAT
All prices are subject to change and inclusive of VAT. Existing customers will be given 30 days notice of any price changes.

4.  CANCELLATION/NON DELIVERY OF SERVICES

a.   Customer Cancellation/Non Attendance
(i)  Cancellation of a Housework One-Off Clean will incur a 50% non-refundable fee.  The remaining funds will be returned on the same day as your cancellation with your key if applicable.
(ii)  Housework Regular Customers have a free cancellation service providing that cancellations are received by midday of the day proceeding your agreed scheduled clean.  If we do not receive notification of a cancelled clean, but hold a client’s key the team will clean to your scheduled cleaning rota and an invoice issued.  Unfortunately, if we do not receive notification of cancellation and cannot gain entry to clean a £40 charge will apply to cover costs incurred.
(iii)  Housework Regular prices are discounted on the prerequisite that at least four cleans will take place.  If cleaning services are cancelled before four cleans have taken place, those cleans which have taken place will be charged at the full Housework One-off Cleaning rate or the chargeable fee for all four cleans (whichever charge is lower).
(iv)  APM Cleaning Ltd. will not be liable for any delay to or cancellation of the services caused by circumstances beyond our control (including but not limited to fire, flood, strike, exceptional traffic circumstances, lack of adequate power or breakage or failure of machinery or apparatus). In such circumstances APM Cleaning Ltd. will use its best endeavors to arrange an alternative time suitable to both parties for the performance of its services. Where APM Cleaning Ltd. fails to carry out an agreed service due to circumstances within our control, our liability shall be limited to providing the agreed service at no additional charge at a mutually convenient alternative time and in no event shall APM Cleaning Ltd. be liable for any other losses including loss of profit or consequential loss.

b.  Missed Cleans
Where a client cancels a clean to accommodate holidays or other commitments, APM Cleaning Ltd. will follow the next scheduled rota in accordance with the clients work order.  APM Cleaning Ltd will not be liable for decreased frequency of scheduled items due to any such cancellations.  For example where a two weekly client misses a clean, this would result in an increase of two weeks between scheduled clean items.

c.   Consumer Protection (Distance Selling) Regulations 2000
Where a booking constitutes a distance contract pursuant to the Consumer Protection (Distance Selling) Regulations 2000, you will have the right to cancel the contract within 7 days of the formation of the contract, but you will not have the right to cancel the contract where the performance of the Housework has commenced.

5.   WORKING CONDITIONS

a.   Health & Safety
(i)   In order to protect our employees, they are instructed not to enter an environment they consider to be unsafe, dangerous to health, or inoperable for any reason, but are instructed to withdraw from the premises and to report the problem. In this event the customer will be charged 100% of the cost of the Booking. If the Housework is rescheduled (after the environment has been rendered safe), the customer will be charged a fee equivalent to 50% of the cost of the original Booking.
(ii)  Please note that floors may be wet as part of the process of cleaning (mopping). APM Cleaning Ltd. accepts no liability for Clients slipping on wet floors.

b.  Equal Opportunities
APM Cleaning Ltd. is an Equal Opportunities Employer. We recruit our employees on the basis of their ability to do the job and aim to ensure that all employees are treated equally regardless of ethnic origin, religion, sex, age, marital status, nationality, sexual orientation or disability.

6.  USE OF CUSTOMERS’ EQUIPMENT

Our staff are strictly instructed not to use any of your personal equipment while in your home; the following caveats apply:

a.   The client would prefer to use their own equipment and/or products.
b.  Use of a client’s telephone if a mobile service is unavailable and an incident, accident or emergency occurs where immediate assistance is required (activated alarm, smell of gas, fire or flood, personal injury for example).

7.  LIABILITY

a.  Key holding
APM Cleaning Ltd. undertakes to provide absolute security for your keys at all times. In the unlikely event of any keys being lost by APM Cleaning Ltd., we will make appropriate arrangements as soon as reasonably possible. APM Cleaning Ltd. shall not be liable for any loss or damage as a result of a delay caused by you.

b.   Liability for death or personal injury
Nothing in this contract shall limit or exclude APM Cleaning Ltd. liability for death or personal injury caused by negligence.

8.  COMPLAINTS

In the event of you being dissatisfied with the service you have received from APM Cleaning Ltd., you should contact the APM Cleaning Ltd. Customer Service team within 24 hours. APM Cleaning Ltd. will endeavor to ensure that all your concerns and complaints are resolved quickly and amicably with our Customer Service team.

9.  COMPENSATION

a.   Housework
Damage to/loss of property. In the event of damage or loss as a result of negligence, the liability of APM Cleaning Ltd. shall be limited (at APM Cleaning Ltd. discretion) to repair or the replacement cost of the item, taking into account its age and condition. APM Cleaning Ltd. shall not in any event be liable for any loss of profit or consequential loss.

b.   Claiming Compensation
Any claim for compensation must be notified to the Customer Service team as soon as possible and in any event within 24 hours of the damage occurring.

10.  USE OF CUSTOMER INFORMATION

The information you give will be held and used by APM Cleaning Ltd. to perform the business for which we are registered. This may include sending you details of APM Cleaning Ltd. offers and services that may be of interest to you.

Document 08.13 v2, Domestic Cleaning Terms and Conditions 2015, dated 23 Jan 15