Terms and Conditions

Terms and Conditions

This page tells you the terms of use on which you may make use of our website Top-Notch Cleaning Services and all its branded site. i.e www.Topnotch-cleaners.co.uk (our sites). The Terms of Service form a legal contract between the individual using the Service (“you,” “the Customer,” “the client”) and TOP-NOTCH CLEANING SERVICES LTD (“Company,” “we,” “us,”, “Cleaning Company,” or “our”).

Please read these terms of use carefully. By using our site and/or making a booking via email, phone or online, you indicate that you accept these terms of use and that you agree to abide by them. If you do not agree to these terms of use, please refrain from using our site and/or making a booking.

 

1. SERVICE TERMS AND CONDITIONS (GENERAL)

1.1 Pricing, Parking and Congestion Charging

• 1.1.1 Prices quoted by the Company are based on average completion times.
• 1.1.2 We reserve the right to amend the initial quotation if upon inspection of the property or during the cleaning the supervisor assesses that the job is going to take more time to complete or should the Customer’s original requirements change. Any revised price will have to be accepted by the Customer before any additional cleaning is carried out.
• 1.1.3 We require a parking space or valid permit for one vehicle, or metered parking is to be paid by the Customer in order for us to carry out any cleaning services.
• 1.1.4 The Customer is fully liable for paying any parking penalties incurred from any mistake or misinformation on their part.
• 1.1.5 If the property being cleaned is in the congestion charging zone the congestion charge will need to be paid for by the Customer
• 1.1.6 At the time of booking please notify us of any expensive items, including furniture, which may require specialist treatment or chemicals. This includes parquet and oak flooring, wooden work surfaces and any other custom-made items.

 

1.2 Insurance and Liability

• 1.2.1 The Company holds public liability insurance to the value of £1,000,000.
• 1.2.2 Any claim for damage must be reported to the Company within 48 hours of the cleaning service visit.
• 1.2.3 We reserve any right to refuse disclosure of confidential company documents.
• 1.2.4 We shall not be liable for any third parties or their actions who enter or are present at the Customer’s premises during the cleaning visit nor any costs incurred of said 3rd parties not being granted access. The cleaners cannot be relied on to grant access to the property to any third parties.
• 1.2.5 Items excluded from the cleaning company’s liability include: cash, jewellery, art, antiques and items of sentimental value. Refund for items of sentimental/personal value will be made only at its current cash value.
• 1.2.6 We request all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and/or not cleaned by the cleaning operatives.
• 1.2.7 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 operative using the industry standard cleaning methods.
• 1.2.8 We are not liable for any damages caused by faulty products/equipment provided by the Customer.
• 1.2.9 We are not liable for any damages caused by faulty or broken items which lead to other damages.
• 1.2.10 Arrival times and cleaning times are an estimate. The company will not be liable, under any circumstances, for missed/cancelled appointment costs or any other costs owing to delayed arrival or completion times.

 

1.3 Contracted cleaners and sub-contractors

• The Company reserves the right to use contracted cleaners and/or sub-contractors for any of its cleaning services and without providing any prior notification. Our standard cleaning guarantee will apply.

 

1.4 Damages and Liability

• 1.4.1 Accidents and Breakages - While our operatives take utmost care to avoid any breakages, accidents can occur. We always strive to replace items with identical ones, although guaranteeing identical replacements is not always feasible.
• 1.4.2 Damage Responsibility and Resolution - In the event of damage that can be attributed to the Company or its sub-contractors, the Company must be granted the initial opportunity to rectify the damage using our approved maintenance contractor. We cannot be held liable for any damage if such rectification is not permitted by the Customer, landlord, or managing agent.
• 1.4.3 Company’s Responsibility for Damages - If damage is proven to have been caused by Top-Notch Cleaning Services Ltd, we will undertake the repair at our own expense. In cases where repair is not possible, we will provide the Customer with credit equivalent to the item's present actual cash value toward a similar replacement. Our liability for this provision is activated only once payment for the service has been received in full.
• 1.4.4 Insurance Claims and Item Age - If the damage necessitates an insurance claim, the age of the damaged or broken item(s) will be taken into account when determining its replacement value. The goal is to ensure that the Customer is restored to the position they were in prior to the occurrence of the loss.
• 1.4.5 Sensitive Surfaces and Delicate Items - Customers are responsible for notifying the cleaning team of Top-Notch Cleaning Services Ltd regarding any sensitive surfaces or delicate items present in the premises. This includes surfaces and items that may be adversely affected by harsh cleaning products or methods, such as non-stick dishes and appliances.
• 1.4.6 Communication of Vulnerabilities - It is imperative for customers to communicate any vulnerabilities, sensitivities, or special care requirements related to surfaces and items during the cleaning process. This communication should take place before the commencement of cleaning services to ensure proper precautions are taken.
• 1.4.7 Company's Limited Liability - Top-Notch Cleaning Services Ltd will not be held liable for any damages to sensitive surfaces or delicate items if customers fail to communicate their delicateness or sensitivities prior to cleaning. Customers understand and agree that they bear full responsibility for any resulting damage arising from insufficient communication.
• 1.4.8 Inspection and Reporting - Any damages or areas that have not been adequately cleaned, including sensitive surfaces and delicate items, should be identified and brought to the attention of the cleaning team during the post cleaning inspection. Customers are encouraged to conduct a thorough review to ensure satisfaction.

 

1.5 Respectful Behaviour

• 1.5.1 Top-Notch Cleaning Services Ltd is committed to providing a safe and respectful environment for both our customers and staff. We have a strict zero-tolerance policy against any form of rude, racist, sexual, abusive, or offensive language or behaviour. Any such behaviour directed towards our cleaning staff will result in the immediate termination of cleaning services, and the customer will be held accountable for their actions.
• 1.5.2 Right to Refuse Service - Our cleaning staff have the right to exit a property if they encounter any situation that involves rude, racist, sexual, abusive, or offensive language or behaviour. In such cases, cleaning services will be halted immediately, and no refunds will be issued by Top-Notch Cleaning Services Ltd for the incomplete work.
• 1.5.3 Customer Conduct Expectations - Customers are expected to always treat our cleaning staff with dignity and respect. Any customer who engages in behaviour contrary to this expectation may have their cleaning services terminated without a refund. We encourage all customers to create a positive and respectful atmosphere during our service visits.
• 1.5.4 Cancellation and Refund - If cleaning services are terminated due to a customer's violation of our policy on respectful behaviour, Top-Notch Cleaning Services Ltd will not issue refunds for any unused portion of the scheduled cleaning appointment. Customers who breach this policy will be responsible for any costs arising from the termination of services.
• 1.5.5 Incident Reporting - We take allegations of rude, racist, sexual, abusive, or offensive behaviour seriously. Customers who witness or experience such behaviour from our cleaning staff are urged to report it promptly to our customer service department ([email protected]). Similarly, if our cleaning staff experience disrespectful behaviour from customers, they are encouraged to report it to their Team Lead.
• 1.5.6 Termination of Service - Continued engagement with our cleaning services is contingent upon maintaining a professional and respectful relationship. Top-Notch Cleaning Services Ltd reserves the right to terminate the service agreement with any customer who consistently engages in rude, racist, sexual, abusive, or offensive behaviour. No refunds will be issued by the company for ongoing or future services in such cases.

 

2. END OF TENANCY CLEANING TERMS AND CONDITIONS

2.1 General

• 2.1.1 For bedrooms bigger than 20 square meters and living rooms bigger than 40 square meters the price will increase.
• 2.1.2 The Customer must ensure that all personal belongings are completely moved out otherwise an additional £50 may be charged. Where belongings are present our cleaning guarantee will not apply to that area.
• 2.1.3 Rubbish or waste removal is not part of our end of tenancy cleaning service and will incur an additional charge.
• 2.1.4 If the Customer is more than 30 minutes late a late fee may apply.
• 2.1.5 The Customer is to ensure that hot running water and electricity is provided and that there are no blocked drains. An additional charge of £50 will be applied if we have to unblock drains. Should no electricity or running water be provided we are permitted to leave the property and will not be liable, under any circumstances, for any costs associated with the cleaning not being carried out.
• 2.1.6 Price quoted is based on one single fridge freezer and one single oven. Larger appliances will incur a further cost to clean.
• 2.1.7 If ladders are required to reach high areas then this must be stated at booking.
• 2.1.8 Cleaning of walls, mould on walls and ceilings, the inside of toasters, kettles and other electrical appliances is not part of our end of tenancy cleaning checklist.
• 2.1.9 Cleaning of vacuum cleaners, ironing boards, curtains and other items left in storage cupboards is not part of our end of tenancy cleaning checklist.

2.2 Cancellations

The following terms will apply to all our services currently provided by our company;

A: You can cancel your booking for free of charge if you allow 24 hours before the starting of the job.

B: You will be charged 30% of the total value of the job if you cancel the service within 24 hours before the starting of the job.

C: If you cancel the job within 24-10 hours before the starting of the job, you will be charged 50% the total value of the job.

D: If you cancel the job less than 10 hours before the starting of the job you will be charged the total value of the job.

Methods of cancelation:

You can cancel your booking via your online booking portal (SimplyBook.me Ltd - https://simplybook.me/en/terms-and-conditions#tab-for-clients) or by calling our office or emailing us.

• We require 24-hour notice to reschedule a booking.
• For amendments/cancellations in less than 24 hours there is 25% fee payable
• Parking and Congestion are not included in the quote.
• 2.2.2 If you reschedule your cleaning appointment less than 48 hours prior to the scheduled time, we will charge you a £25 cancellation fee. Rescheduling your service at least 2 days in advance of the appointment, will incur no charges.
• 2..2.3 We reserve the right to refuse any cleaning job if the condition of the property is hazardous to the health and wellbeing of our operatives. If we are not made aware of this before arrival and we are unable to carry out the work as a result, the Customer will be charged £100 non-refundable fee.
• 2.2.4 The cleaning company has the right to cancel or reschedule a service in cases where an accident or any unexpected circumstances have befallen the assigned cleaning team.
• 2.2.5 The Customer is liable for any mistakes they make regarding incorrect bookings. If a booking date is incorrect, and the cleaners are turned away a £65 fee will be paid by the Customer.
• 2.2.6 The Customer can reschedule or cancel the appointment via our booking portal (SimplyBook.me Ltd - https://simplybook.me/en/terms-and-conditions#tab-for-clients), over the phone or by e-mail.

 

2.3 Complaints and Cleaning Guarantee

• 2.3.1 No refund claims will be considered once the cleaning service has been carried out.
• 2.3.2 All services shall be deemed to have been carried out to the Customer’s satisfaction unless written notice is received by the Company with details of the complaint within 3 days of the work being completed. We will fully investigate any complaints and attempt to resolve it in a professional and timely manner.
• 2.3.4 The Customer agrees to allow the Company back to re-clean and inspect any disputed areas/items before arranging a third party to carry out services or refusing to pay for the service.
• 2.3.5 The Company reserves the right to only offer one recovery clean per service.
• 2.3.6 Where access is denied for a re clean, we are not liable for any costs associated with not being granted permission to re-enter the property and carry out the re clean.
• 2.3.7 Our cleaning guarantee applies for 3 days from when the cleaning was completed. Any complaints after this time may not be considered.
• 2.3.8 We cannot guarantee our End of Tenancy Cleaning service when people or personal possessions are still present in the property during or after the time of the cleaning.
• 2.3.9 Fridges and Freezers should be emptied and defrosted prior to our arrival and turned off so we can clean them. We will not be liable for cleaning freezers which have not been defrosted and reserve the right to return to re clean the property for this reason alone.
• 2.3.10 We will do our best to make sure your appliances are cleaned to a high standard. However, if they have not been cleaned since they were purchased regrettably, we will not be liable for ingrained dirt that cannot be removed using chemicals.
• 2.3.11 We cannot guarantee the removal of pet odors or cigarette smoke during the cleaning and will not be liable for any deductions for this.

 

3. CARPET AND UPHOLSTERY CLEANING

• 3.1 The Company shall not be liable for the shrinkage of carpets as a result of poor fitting.
• 3.2 The Company is not liable for any wear or discoloration of fabric that becomes more notable once dirt is removed.
• 3.3 Carpet Cleaning booked along with End of Tenancy Cleaning is not part of the 3 days guarantee that applies for End of Tenancy Cleaning.
• 3.4 We shall not be responsible for any damage caused as a result of the Customer placing furniture on a carpet which has not completely dried.
• 3.5 The Company cannot guarantee the removal of pre-existing stains and/or any discoloration of the carpet.
• 3.6 Please notify us at the time of booking if your carpet is a natural pile e.g wool or hessian.
• 3.7 The Customer shall be responsible for the removal of all furniture, goods and breakables for the purpose of cleaning. The Company will not accept responsibility for any damage caused to furniture, goods or chattels not removed by the Customer unless damage has occurred as a direct result of negligence or lack of care on the part of the Company or its cleaners.
• 3.8 Unless otherwise agreed prior to work commencing, it is accepted that stationary items such as televisions, side cabinets, bookcases, wall units, filing cabinets, washing machines, ovens etc will remain in place and no cleaning will be carried out beneath these units, the same will apply to closets and cupboards.
• 3.9 We will endeavour to note, identify and remove all spots and stains requiring treatment, however the entire removal of some spots and stains are not guaranteed due to the staining properties of the products i.e. tannin, rust, DIY spotting agents etc.
• 3.10 Liability cannot be accepted for colour run or migration due to manufacturers using non-colorcast dyes or markers in frames, trimmings, padding, stuffing, piping sewing threads, linings, and valances.

 

4: Parking space and parking fee

Parking space for the vehicle used by the cleaners must be arranged by the customer, parking fee is also to be covered by the customer.

5: Congestion charge:

If the property is within the congestion charge zone, £11.5 will be added to the total amount.

6: Short notice online booking:

We do require 24 hours’ notice when booking is made online, we cannot guarantee the availability of a slot if 24 hours’ notice is not allowed by the customer.

 

Terms & Conditions of SimplyBook.me system

Last updated: 22/08/2023

For your convenience we provide you with translations of the English language version of these Terms&Conditions and Privacy Policy (collectively “SimplyBook.me Ltd. Terms”). In the event of any inconsistency between a non-English version of these SimplyBook.me Ltd. Terms and the English version, the English version shall be controlling in all respects and shall prevail.

Definitions

SimplyBook.me services or SimplyBook.me system — is a system provided by SimplyBook.me ltd that allows system users to get various business functionalities that help them to run their business. The SimplyBook.me system can run in Network of sites under various domain names, such as: SimplyBook.me, SimplyBook.it, SimplyBook.asia, 365bookings.cn, Booking.page, Timapantanir.is, BookingTroll.com, BookingTroll.eu and other names that offer the same services.

Service provider or user — Company or person that provides services, rents tools, equipment, space etc. and uses the SimplyBook.me system to accept and treat bookings online, send promotions, sell products and do other related things that helps them run their service business.

Clients or service buyer's — Clients can be any type of person that books an appointment or buys a product online with a service provider that has a user account with the SimplyBook.me system. This can for example be a patient, student, or client.

SimplyBook.me is the processor of data for the clients of the SimplyBook.me system. The user of the system, often same as service provider, is the controller of your data (the client data). You can ask the controller of your data for all personal information that he may hold on you, he can delete it and rectify by your requests.

Acceptable use policy

If you use the SimplyBook.me system or related sites, you agree to that you will not:

• — violate any laws, third party rights or our policies;
• — use our sites and tools if you are not able to form legally binding contracts, are under the age of 18;
• — fail to deliver services ordered from you, unless the buyer gets a refund or can get similar or same service at a different time and date agreed by both parties;
• — interfere with other users' listings;
• — post false, inaccurate, misleading, defamatory, libelous content (including personal information) or use the service and site for link building purposes;
• — take any action that may undermine feedback and/or ratings systems;
• — distribute or post spam, unsolicited, or bulk electronic communications, chain letters, or pyramid schemes;
• — distribute viruses or any other technologies that may harm any visitors of the site;
• — harvest or otherwise collect information about users, including email addresses, credit cards without their consent.

Client purchase protection

SimplyBook.me does not offer any purchase guarantees concerning client's payments for appointment bookings or service purchases or other product purchases from service providers. SimplyBook.me offers service providers a way to sell their services, and buyers, clients, patients a method to book these services. Service providers can use our tools to offer their clients to pay for services online. Buyers and service providers share the responsibility for making sure purchases and service orders facilitated by SimplyBook.me are in good spirit, rewarding and hassle-free.

We encourage buyers to work with sellers before opening a complaint with SimplyBook.me. We take no responsibility for wrongful service orders, services provide