Terms & Conditions

Terms and Conditions

The customer has a verbal or written agreement after placing an order either by phone, email or website and is bound by Tailor Maid’s Terms and Conditions.

1.Services

Domestic Cleaning

a) The customer agrees to sign and return the agreement and standing order forms to Tailor Maid within 7 days of placing the order.

b) All Standing Order payments must be paid on the 1st of each month. Tailor Maid reserves the right to suspend housekeeping services if monthly payments are missing.

c) Tailor Maid agrees to supply eco friendly cleaning solutions and equipment needed for the required domestic work. All equipment will be safe to use and in good working order.

d) A minimum of  three hours per visit applies to all domestic cleaning services.

e)The customer understands that all prices quoted apply to cleaning labour and solutions.

f) If requested beforehand Tailor Maid can supply additional cleaning solutions on behalf of the customer but a charge will be added to the invoice.

g) Tailor Maid can only give an estimate of the timescale for a domestic clean when it is based on a basic description of a customers house.  Therefore, a degree of flexibility will be required.

h) Customer should give special instructions to deactivate/activate all burglar alarms.

i) The minimum contract length for all cleaning contracts is three months.

End Of Tenancy Cleaning.

a) The customer understands that the price quoted includes cleaning labour , solutions and equipment ie hoover, microfibre cloths, mop, bucket and dusting stick.

b) Unless prior arrangements have been made Tailor Maid will supply all Eco friendly cleaning solutions and equipment. These will be in good working order and safe to use.

c) Tailor Maid reserves the right to amend the initial quotation if requirements made by the customer change.

d) A minimum of four hours per cleaning visit applies to all Tenancy Cleaning.

e) An additional fee of £2.00 per hour will be charged if the customer has requested beforehand that Tailor Maid supplies specialist eco-friendly cleaning solutions.

f) End of tenancy cleaning may take twice as long to complete when compared with general domestic cleaning. Builder cleans, post party/event cleans and badly neglected houses may take three times as long.

g) Tailor Maid can only give an estimate of the timescale needed for an End of Tenancy clean.  Customer understands that it is based on a basic description of the customer’s house.  Therefore a degree of flexibility will be needed.

Spring Cleaning/One-Off Cleaning.

a) Minimum booking of three hours is needed for Spring/One Off cleaning.

b) Unless prior arrangements have been made Tailor Maid will supply all cleaning solutions and equipment. These will all be in good working order and safe to use.

c) Tailor Maid reserves the right to amend the initial quotation if requirements made by the customer change.

d) An additional fee of £2.00 per hour will be charged if the customer has requested beforehand that Tailor Maid supplies specialist cleaning solutions.

e) Tailor Maid can only give an estimate of the timescale needed for a spring/one off clean.  Customer understands that it is based on a basic description of the customer’s house. Therefore, a degree of flexibility will be needed.

f) Spring/one off cleaning may take up to three times longer than general cleaning.  Customer needs to bear this in mind when booking the cleaning service.

2.PAYMENT

a) Regular cleaning must be paid by Standing Order on the 1st of every month.

b) Other cleans – payment is due on day of completion of the cleaning.

c) Payment can be made by bank transfer/cheque on completion.  Cheques should be made payable to Tailor Maid.  If payment is by cheque a cheque guarantee card is essential.  The customer will be responsible for all bank and legal charges that arise from a dishonoured cheque.

d) Any late payment of invoices will incur an additional fee.

e) Customer agrees that if after 30 days – payment for the outstanding invoice has still not been received then they will be referred to our collections agency.  A fee of 15% will be added to your debt.

3.INSURANCE

a) Tailor Maid has a Public and Employers Liability Insurance policy.  It covers any accidental damages caused by one of our housekeepers whilst carrying out their cleaning duties.

b) Tailor Maid documents are confidential and we reserve the right to grant permission to view them.

4.LIABILITY

Tailor Maid reserves the right not to be liable for:

a) Non completion of cleaning jobs due to lack of no hot water or power.

b) Damages incurred when using faulty equipment or cleaning solutions supplied by the customer.

c) Existing spillage or damage that cannot be cleaned due to fair wear and tear or neglect previously caused by the customer.

d) If any items need special cleaning methods and solutions, Tailor Maid reserves the right to refuse the provision of the specialised Eco friendly solutions.

e) Tailor Maid will advise the customer to provide instructions when placing the order or leave instructions for the housekeeper.

5 CANCELLATIONS

If for any reason a cancellation has to be made please allow as much time as possible.  Except in the cases of Real emergencies a charge will be made.

a) More than 72 hrs notice no charge

b) 72 hrs-48 hrs – half the time booked.

c) 48 hrs or less full payment for the time booked.

REDUCTION IN TIME BOOKED.

Unless previously agreed.

a) More than 72 hrs notice no charge

b) 72hrs -48 hrs – half the time booked.

c) 48 hrs or less full payment for the time booked.

6. COMPLAINTS AND CLAIMS

a) The customer understands and accepts that breakage/damage/theft or poor service must be reported within 24 hours of completion of the clean.  Entitlement to a refund or revisit clean will not be allowed if customer fails to report any of the above in 24 hours.

b) If an inventory check has been arranged then it must take place within 24 hours after completion of the clean.

c) An Inventory check complaint will not be accepted 24 hours after completion of the clean.

d) Tailor Maid recommends that the customer should ideally be present at the start and finish of a clean.  If this is not possible a representative should be present.  An inspection of the clean can be carried out and any corrections dealt with on the same day.

e) Tailor Maid will act on a customer complaint within seven days.

f) Complaints must be reported within 24 hours of completion of the clean. Complaints will be accepted either by phone, email or in writing.

g) Tailor Maid recommends that all valuable and fragile items be removed or secured.  Jewellery, cash, items of sentimental value (the present cash value will be refunded to the customer), arts and antiques are all excluded from liability

h) Tailor Maid have a £25 per household liability limit on key replacement or locksmith fees.  We will replace or pay fees only if one of Tailor Maid’s housekeepers is responsible for the loss.

i) Should damage occur to an item Tailor Maid agree to refund the actual present cash value towards a like replacement from a Tailor Maid source.

Payment for all cleaning services rendered must be completed first.

j) Tailor Maid agrees to keep confidential all customer information.

7. CUSTOMER SATISFACTION.

a) Tailor Maid does not issue Refunds and the customer understands they are not entitled to one.

b) Tailor Maid will address any complaints about the standard of cleaning and the housekeeper will return to provide customer satisfaction.

c) It is compulsory for a customer or a representative to be present at a return clean at all times.

d) The customer understands that only ONE return clean will be allowed.  Tailor Maid reserves the right to refuse permission for any more visits after the return clean is completed.

8.PRIVATE WORK.

a) The customer agrees by entering in to an agreement with Tailor Maid that after terminating the cleaning service they will not use or hire any domestic services provided by a past or present cleaner introduced by Tailor Maid.  A referral fee of £300 is chargeable to the customer if they wish to use or hire domestic services by such a cleaner.

b) All staff sign a contract excluding them from working privately or soliciting any Tailor Maid customers for a period of 24 months from the date their employment ceases.

The customer agrees to be bound by all these Terms and Conditions that are governed by the relevant United Kingdom Law and agrees to submit to the exclusive jurisdiction of the relevant courts of the United Kingdom.

Tailor Maid reserves the right without prior notice to make any changes to these Terms and Conditions.  All existing customers will be notified if any of the above clauses change. Please check Tailor Maid website for updates.