Terms & Conditions
Last updated on 1st of July 2018.
Love Filthy Cleaning Ltd reserves the right to make any changes to any part of these terms and conditions without giving any prior notice.
This document was created with the purpose of describing the terms, conditions, rights and obligations all parties involved in this agreement are obliged to abide by.
By ordering Love Filthy Cleaning Ltd service by telephone, e-mail, fax or its website the Client agrees to be bound by Love Filthy Cleaning Ltd terms and conditions.
1.1 The reader is advised to check all the terms and conditions described in this agreement before committing to the contract.
2. Services that we provide
2.1 Deep Clean- Thorough deep clean of the property while the client still lives there.
2.2 Blitz Clean- Thorough but short clean. We will try to complete a Blitz Clean within 2-5 hours depending on the size of the property. Love Filthy Cleaning Ltd is not liable if certain things are missed to keep within the time frame. Love Filthy Cleaning Ltd employees will do their upmost best to complete a sufficient and high enough standard of work in the small number of hours given.
2.3 End of Tenancy Clean- Thorough deep clean and a thorough check once work has been completed to have the property ready for inventory.
2.4 Builders Clean- Thorough deep clean, to mainly remove all dust, of a newly built building or renovation of a building.
2.5 Commercial cleaning e.g. (pubs, restaurants, fast food shops, office kitchens, or any commercial premises.)
2.6 Oven Clean- Thorough deep clean of the oven using industrial cleaning chemicals and washing it down with food safe chemicals.
2.7 Window Cleaning
3. Booking and Confirmation
3.1 When making a booking, the client has the duty to present Love Filthy Cleaning Ltd with an accurate description of the property that is to be serviced. We reserve all rights to make amends to the quote and to charge for any kind of extra work that needs to be carried out.
3.2 The customer has the obligation to provide Love Filthy Cleaning Ltd with accurate, complete and correct information and instructions. Otherwise, we reserve the right to cancel the order or to charge extra.
3.3 Love Filthy Cleaning Ltd reserves the right to amend the initial quotation should the Client’s original requirements change.
3.4 All quotes that are given are non-fixed quotes. This is an average quote based upon how long Love Filthy Cleaning believes the job will take. It is difficult to estimate precisely how long such tasks may take and that a degree of flexibility may be required. Love Filthy Cleaning reserves the right to contact the customer before the job has started to inform them of any changes to the hours and pricing. If the job takes longer than the estimated time given on the quote, the price will increase by our hourly fixed rate. Parallel to this if the job takes less time than the estimated time given, the price will be reduced by our hourly fixed rate.
3.5 A slot will be reserved for the performance of the service as soon as the booking process is complete. Note: the estimate time may vary according to factors that are not under our control: traffic, force majeure events, severe weather and so on.
3.6 All parking arrangements are to be handled by the customer. If parking fees or fines are required, they are to be paid by the customer. Alternatively, a parking permit/voucher can be used.
3.7 Any charges will be added to the Client’s invoice unless different agreements are made prior to the work being completed. These charges are but not limited to; Central London congestion charge; Parking charge; Parking fine if advised that Love Filthy Cleaning Ltd employees could park there.
4. All Cleaning Services Provided
4.1 Minimum of 2 hours for each but not subject to; Blitz clean; After builders clean.
4.2 Minimum of 4 hours for each but not subject to; End of tenancy clean; Deep clean where the Client lives in the property.
4.3 All cleaning services are subject to £40.00 minimum call out charge. This is due to the expenses incurred travelling and completing the job
4.4 Love Filthy Cleaning provides a fixed rate of £20 per hour per person (cleaner) for all services. A minimum of 2 people for every job of 4 hours or more.
4.5 Love Filthy Cleaning Ltd will not be responsible for triggering any alarm systems. Customer should give any special instructions for deactivation/activation of any household alarm systems.
4.6 Love Filthy Cleaning provides some material to protect the wooden surfaces from damage but recommends, where there is an oven clean, that all clients cover ALL wooden surfaces around the oven, prior to the start of the job. Love Filthy Cleaning Ltd is not liable for damage of wooden surfaces as a result from the chemicals where care has been taken by our employees.
4.7 Client is advised that an End of Tenancy clean and Deep Clean may take double the length of the time required for a general cleaning.
4.8 After Builders Clean, after party clean or badly neglected homes may take up to three times longer than a well-maintained home requiring the same service.
4.9 Love Filthy Cleaning Ltd reserves the right not to continue with the cleaning of certain items, if it is found that the material to be cleaned or treated is not suitable for cleaning or treatment.
4.10 Love Filthy Cleaning Ltd similarly will not continue with the job if for example; water or power is not available or if there is interference in the work from the Client or any other person.
4.11 Love Filthy Cleaning Ltd reserves the right to sub-contract any/all Services offered.
4.12 When the health or the wellbeing of our team’s members is threatened, Love Filthy Cleaning Ltd will cancel the appointment. A cancellation fee will still be required from the Client.
4.13 If the health and wellbeing of our team’s member’s is threatened, and the Client calls us back, we reserve the right to change the quote provided originally.
4.14 Our teams are extremely well trained and will be travelling by cars/vans. Love Filthy Cleaning Ltd will provide all equipment for services required for the professional services. Delivery of Equipment Service Charge will NOT be added on top of our fixed rates.
4.15 If Love Filthy Cleaning Ltd quotes for 2 people to complete the job, we may turn up with more people or less, depending on our circumstances. This will either add or reduce the number of hours given in the quote. We will NOT change the quotation provided.
5. Carpet and Upholstery Cleaning Services
5.1 All carpet/upholstery cleaning orders are subject to £20.00 minimum call out charge. This is due to the expenses incurred travelling and completing the job.
5.2 When the health or the wellbeing of our team’s members is threatened, Love Filthy Cleaning Ltd will cancel the appointment.
5.3 If the Client has a dog, cat or other hairy animal hair slowing down the cleaning process, an additional 30% extra charge will be added to the service price.
5.4 Love Filthy Cleaning can provide flea treatment at an extra 30%.
5.5 If water extraction is required due to flooding, a 30% extra charge will be added to the service price.
5.6 Love Filthy Cleaning reserves the right not to continue with the job if on inspection, it is found that the material to be cleaned or treated is not suitable for cleaning or treatment.
5.7 Filthy Cleaning also will not continue with the job if for example water or power is not available or if there is interference in the work from the Client or any other person.
5.8 If Love Filthy Cleaning Ltd quotes for 2 people to complete the job, we may turn up with more people or less, depending on our circumstances. This will either add or reduce the number of hours given in the quote. We will NOT change the quotation provided.
5.9 Love Filthy Cleaning Ltd will not be responsible for triggering any alarm systems. Customer should give any special instructions for deactivation/activation of any household alarm systems. Our teams are extremely well trained and will be travelling by cars/vans. Love Filthy Cleaning Ltd will provide all equipment for services required for the professional services. Delivery of Equipment Service Charge will NOT be added on top of our fixed rates.
5.10 Client should appreciate that carpets often will not have a consistent appearance after cleaning by reason of differences in wear and tear. Sunlight will sometimes cause fading in areas of the carpet and cleaning cannot rectify this. Stains are not always visible before dirt is removed and it may not be possible to remove those stains completely. Love Filthy Cleaning will use its best efforts provide a good result, but Clients are asked to be aware of these limitations which are common to all cleaning operations.
6. We will not be held liable if the following occurs:
6.1 Wear or discolouring of fabric becoming more visible after dirt has been removed.
6.2 Existing damage or stains that cannot be removed or cleaned completely.
6.3 If there is damage to wooden/hard floors where felt pads have not been fixed to legs of furniture.
6.4 The services cannot be completed due to a 3rd party entering.
6.5 Curtain shrinkage after the steam cleaning process.
6.6 Stains that cannot be removed.
7.1 Payment is required before the cleaning session via bank transfer once the job has been completed via cash.
7.2 Payment can be made in cash on completion of the service or by bank transfer. Our bank details are provided at the bottom of the invoice.
7.3 Payment can NOT be made by cheque
7.4 All prices must be based on a minimum charge of £40 for cleaning services, £20 for carpet cleaning services.
7.5 Love Filthy Cleaning Ltd does not charge VAT.
7.6 The Client’s agrees and authorizes Love Filthy Cleaning Ltd to charge any outstanding amount owed to Love Filthy Cleaning with regards to the cleaning services provided plus parking and congestion charges (if any) to the invoice.
7.7 Client understands that any ‘overdue payments’ may be subject to additional charge.
7.8 If payment is not made after 30 days of invoice, then the account we will proceed with the small claims court to receive payment. All court fines will be added onto the invoiced amount.
7.9 An interest of 3% a day will be added from 31 days post to receiving the invoice.
7.10 All payments must be made in Great Britain Pounds.
8. Complaints and Claims
8.1 The Client accepts and understands that poor service, breakage/damage or theft must be reported within 24 hours from the service date. Failure to do so there will be no refunds.
8.2 Love Filthy Cleaning Ltd requires the presence of the Client or his/hers representative in the beginning and at the end of the cleaning session, so an inspection can be carried out and if any corrections are needed, should be made on the same day. If a Client is not completely satisfied with the cleaning services, Love Filthy Cleaning will re-clean any areas and item/s before the completion of the service on the same day.
8.3 If an acceptable reason is given as to why the Client can NOT be at the premises when the job has been done, clients also accept and understand that poor service, breakage/damage or theft must be reported within 24 hours from the service date. Failure to do so, Love Filthy Cleaning will not be liable for returns of which are free of charge.
8.4 Love Filthy Cleaning Ltd is not liable for poor service, breakage/damage or theft after the 24-hour period if not reported via EMAIL/ LETTER or FAX.
8.5 If the Client has scheduled an inventory check then it must be scheduled to commence no later than 72 hours after the cleaning job has been done.
8.6 Love Filthy Cleaning will not accept a complaint based on an Inventory check report, filed more than 72-hour after the cleaning session.
8.7 Love Filthy Cleaning Ltd may take up to 5 working days to respond to a complaint.
8.8 All fragile and highly breakable items must be secured or removed. Items excluded from liability are: cash, jewellery, items of sentimental value, art and antiques.
8.9 Key replacement/locksmith fees are paid only if keys are lost by our operatives. There is a £30 per household liability limit.
8.10 In case of damage Love Filthy Cleaning Ltd will try to repair the item/s if it agrees that it caused the damage. If the item/s cannot be repaired, Love Filthy Cleaning Ltd will rectify the problem through its insurance company by crediting the Client with the item/s if it is proven to be done by our personnel.
8.11 Love Filthy Cleaning Ltd reserves the right not to be responsible for the following but not subject to; delay for a cleaning visit due to a traffic congestion; postponed service due to broken equipment; job not completed due to lack of hot water or power and/or third party entering or present at Client’s premises obstructing the premises.
9.1 Love Filthy Cleaning Ltd has a Public and Employer’s liability insurance. The policy will cover any accidental damages caused by an operator working on behalf of Love Filthy Cleaning Ltd, reported within 24 hours of service date.
9.2 Insurance cover does not include anything that may break down or stop working at any time such as but not limited to; dishwasher; washing machine; oven; cookers; extractor fans; fridge, freezer; etc.
9.3 The Client is obliged to warn the Company or the cleaner about appliances that are poorly fixed or not in full working order.
9.4 Love Filthy Cleaning Ltd reserves the right to refuse to share any of the confidential company’s documents.
10. Client Satisfaction
10.1 Client understands that he/she is not entitled to any refunds unless there has been a breach of the terms and conditions or otherwise agreed upon by one of Love Filthy Cleaning Ltd representatives.
10.2 If the Client is not satisfied with the cleaning service provided and a complaint has been placed in the stated 24 hours after the job has been completed, Love Filthy Cleaning Ltd reserves the right to return a cleaner and re-clean any areas and items to the Client’s satisfaction. Therefore, the Client must allow the cleaner to be returned and he/she should be at present at all times during the re-clean visit.
10.3 Love Filthy Cleaning Ltd reserves the right to return a cleaner not more than once.
11.1 Client may cancel the scheduled cleaning job up to 48 hours prior to the agreed start time or by Saturday at 12pm if the clean is scheduled on Mondays.
11.2 Client agrees to pay 50% of the quote as a cancellation fee if he/she cancels or changes the date/time less than 24 hours prior to the scheduled appointment or by Saturday at 12pm if the clean is scheduled on Mondays to cover our out of pocket expenses in relation to the late cancellation of the Services by you.
11.3 Love Filthy Cleaning Ltd reserves the right to charge £25 if the customer desires to reschedule the appointment with less than 24 hours before the time of the job.
11.4 Clients agrees to pay 50% of the quote as a cancellation fee in the event of a lock- out, caused by our cleaners being turned away; no one present to let them in; no water or power available at Client’s premises or problems with client’s keys. If keys are provided they must open the lock without any special efforts or skills.
These terms and conditions shall be governed by the relevant United Kingdom law, 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. Love Filthy Cleaning Ltd. reserves the right to make any changes to any part of these terms and conditions without giving any prior notice.