Terms & Conditions
Please read the terms and conditions carefully as they form a binding contract between the client and Karen's Cleaners.
1.About these Terms & Conditions
1.1 Our Terms and Conditions represent a contract. This contract is made between Karen's Cleaners and the Client.
1.2 You agree that any use of the services provided by Karen's Cleaners shall constitute your acceptance of the Terms and Condition.
1.3 An introduction of a cleaner shall be deemed to have taken place when Karen's Cleaners provides any details to the Client relating to a cleaner.
2. The Service
2.1 Karen's Cleaners acts solely as an introductory agency between clients and cleaners.
2.2 If the cleaner leaves or the client is not happy with the standard of service provided by the cleaner, we will endeavor to find a replacement cleaner as soon as possible.
2.3 We will make every effort to provide a temporary cleaner in the event of sickness or holiday.
2.4 We will interview and obtain references for every cleaner representing the company.
3. The fees
3.1 An invoice is payable immediately upon receipt.
3.2 If a cleaner is solicited to work for the client with the intention of bypassing the agency fees then the client will be invoiced a one off fee of £750.00
3.3 Currently VAT is not charged by Karen's Cleaners but Vat may be introduced at short notice and will be payable on the full sum that is paid to the agency
3.4 Any rate increase will be notified to all customers giving at least 14 days notice.
4. Cancellations
4.1 We require a minimum of 7 days written notice for cancellation of the service.
4.2.1 In the event that a cleaner travels to the clients house on the designated day and the client is not in or the cleaner cannot gain entry to the property the client shall be liable for the normal fee for the cleaner/s.
4.2.2 Clients must give Karen's Cleaners a minimum of 3 working days (Monday – Friday) notice if they are going to be absent and the cleaner will be unable to gain access to the property. Failure to do so will result in clause 4.2.2 being applicable.
4.2.3 Clients must give a minimum of 14 Days notice if they wish to change the day that their property is cleaned.
4.2.4 It is the client’s responsibility to inform the agency if service is required during Bank holidays i.e. Easter as additional fees are applicable. An increased premium of 2.5 x normal rate is charged for Bank Holidays
4.2.5 No service will be provided on Christmas Day, Boxing Day and New Years day.
5. Amendments
5.1 Karen's Cleaners reserves the right to introduce supplementary terms. You will have been deemed to have accepted any amendments if the company does not receive any representations within a period of 30 days from the notification date.
6. Supplementary Terms
6.1 Karen's Cleaners do not employ the cleaners, you employ them. At all times the cleaner will be under the client's supervision and responsibility.
6.2 Cleaners (not Karen's Cleaners ) will be responsible for the replacement costs incurred in the unlikely event of the client's keys being lost.
6.3 The client is responsible for supplying cleaning materials and equipments in addition to making arrangements for access to the client's home.
6.4 We make every effort to make sure the quality of cleaners that we introduce. However no responsibility will be accepted by the company as a result of a failure, in any part of the selection procedure irrespective of the reason.
6.5 Cleaners are not permitted to use bleach; therefore any use of bleaching agents on the property is at the clients' own risk.
6.6 Cleaners will not perform any deep clean or specialized cleaning of any antique, delicate or valuable items including oven cleaning unless prior agreement has been sought from both the cleaners and the introducing body (Karen's Cleaners).
6.7 Any incidental costs incurred by the company or cleaners as a result of a client's action will be fully reimbursed by the client immediately.
6.8 Clients will not solicit or entice cleaners that have been introduced by Karen's Cleaners to work for them directly or indirectly within 6 months of the client canceling their contract with Karen's Cleaners. Breach of this term will result in clause 3.2 being applicable.
7. Complaints Procedure
7.1 All complaints must be received in writing, emails are acceptable (receipt can only be assured if the client requests and receives a read receipt).
7.2 We promise that on receiving a complaint we will respond within 14 days.
7.3 We promise to have fully investigated the complaint within 28 days of receiving a formal written complaint.