1. General Terms & Acceptance
1.1 By accessing and using the Stella’s Cleaning Services website (the “Website”) and/or booking cleaning services, you (“Customer”) agree to be bound by these Terms and Conditions (the “Terms”). These Terms apply to all cleaning services provided by Stella’s Cleaning Services (“we,” “us,” or “our”), including Carpet Cleaning, Commercial Cleaning, Domestic Cleaning, End-of-Tenancy Cleaning, One-Off Cleaning, Spring Cleaning, and Window Cleaning.
1.2 These Terms are incorporated into the service agreement and will be emailed to the Customer before the initial service.
2. Domestic & Regular Cleaning Services
2.1 For regular domestic cleaning services, a one-month minimum term contract applies. Cancellation of the contract with less than one month’s notice will incur a penalty payment equivalent to the cost of one cleaning session to cover the cost of re-assigning the cleaner.
2.2 Every domestic cleaning service operates under a minimum time, to be agreed upon at the time of booking. Any changes to this agreed-upon time period must be notified to us at least five (5) working days in advance. Failure to do so may result in charges for the originally agreed-upon time.
2.3 The Customer agrees to provide a list of tasks required. Unless otherwise agreed in writing, the Customer is responsible for providing all detergents, supplies, and equipment. All equipment and supplies should be in safe working order. If the Customer requests us to provide cleaning supplies and equipment, an appropriate charge will be applied.
2.4 We are NOT responsible for any alarm triggered during a cleaning service. It is the Customer’s responsibility to ensure alarms are deactivated prior to our arrival.
3. End-of-Tenancy Cleaning
3.1 Deposit & Booking: A deposit or full payment is required to secure an End-of-Tenancy cleaning appointment. The deposit/booking fee is strictly non-refundable under any circumstance.
3.2 Cancellation: If you cancel your End-of-Tenancy cleaning appointment less than 48 hours prior to the scheduled time, the deposit/booking fee is forfeited.
3.3 Property Condition: We will put the money on hold 24 hours before the cleaning takes place to ensure funds are available in the account. We will charge your card once cleaning has been completed. If additional fees are applicable these will be added to the final bill.
3.4 Scope of Service: Our End-of-Tenancy cleaning service includes standard cleaning tasks as outlined in a typical tenancy agreement. Cleaning of 1) walls 2) any mould on walls or ceilings 3) the inside of toasters, kettles and other electrical appliances is not included in any quote which is provided to the Customer. The Company must be notified of any wall washing requirements at the time of booking.
3.5 Client Presence: The client should not be present in the property while the Cleaning Company are carrying out the end of tenancy cleaning. Once the cleaners have completed the job, it is the clients responsibility to check and make sure they are satisfied with the cleaning while our operatives are still present at the property. If the customer spots any issues up on checking the job carried out, our team will correct these on the spot.
3.6 Claims & Disputes: Any claim for damage must be reported to us within 24 hours of the cleaning service visit. We are not liable for any damage or loss caused to you or your property.
3.7 Irreplaceable Items: We are not responsible for any existing damage to Customer’s property in the form of old stains/burns/spillages etc. which cannot be cleaned/removed completely by the Cleaning Company using the industry standard cleaning methods.
3.8 Parking & Access: Congestion Charge, ULEZ (Ultra Low Emissions Zone) and Parking Charges are fees that the customer has to cover if applicable. In case that there is no free/paid parking and it is strictly parking permit zones the customer must provide a parking permit or we will cancel the booking and initial deposit/booking fee not be refundable.
3.9 Extremely Poor Conditions: We reserve the right to add additional cost of minimum £100.00 to properties which are in extremely poor conditions and will require our team much longer time to complete the work.
3.10 Unblocking Drains: An additional charge of £50.00 will be applied if the Cleaning Company needs to unblock drains.
3.11 Complaints & Refunds: No refund claims will be considered once the cleaning has been carried out. The deposit/booking fee will be refunded only if the customer has given more than 48 hours notice of cancellation. If Company operative do not show up for cleaning, you have a choice to reschedule the cleaning or we will refund you the deposit/booking fee paid to secure the booking.
4. Commercial Cleaning
4.1 Specific terms for Commercial Cleaning services will be outlined in a separate Commercial Cleaning Agreement, which will be provided and signed prior to the commencement of services.
5. General Responsibilities & Liability
5.1 Customer Responsibilities: The Customer is responsible for ensuring the premises are accessible and free from hazards. The Customer is responsible for securing valuables and personal belongings.
5.2 Our Liability: Our liability is limited to the cost of the cleaning services. We are not responsible for consequential loss or damage.
5.3 Force Majeure: We are not liable for delays or failures to perform due to events beyond our reasonable control (e.g., severe weather, strikes).
6. Complaints & Dispute Resolution
6.1 If you have a complaint, please contact us in writing as soon as possible. We will investigate and respond promptly.
6.2 Any disputes arising from these Terms shall be resolved through amicable negotiation. If a resolution cannot be reached, the dispute shall be referred to [Specify Mediation/Arbitration Process or Jurisdiction].
7. Changes to Terms & Conditions
7.1 We reserve the right to modify these Terms and Conditions at any time. Any changes will be posted on our website and will be effective from the date of posting.
8. Contact Information
For any questions or concerns, please contact:
Stella’s Cleaning Services Ltd
6 Oxford Crescent, Didcot, England, OX11 7AY
01865 639 879
cleaningservices@stellas.uk