TERMS AND CONDITIONS OF SERVICE (GENERAL)

1.1 Pricing and Billing

1.1.1 The prices provided by the Company are based on average completion times.

1.1.2 We retain the right to adjust the initial quotation if, upon inspection of the property or during the cleaning process, the supervisor determines that more time is needed to complete the job, or if the property’s condition poses health risks to our staff, or if the Customer’s original requirements change. Any revised price must be approved by the Customer before additional cleaning is undertaken.

1.1.3 Prior to booking, please inform us of any valuable items, such as furniture, that may necessitate specialized treatment or chemicals. This includes parquet and oak flooring, wooden surfaces, etc.

1.2 Insurance and Responsibility

1.2.1 The Company carries public liability insurance up to £2,000,000.

1.2.2 Any claims for damages must be reported to the Company within 48 hours of the cleaning service. “If no correspondence is received within 48 hours of your claim, we will consider the matter closed and will no longer be held responsible.”

1.2.3 We reserve the right to withhold confidential company documents.

1.2.4 We are not liable for third parties or their actions on the Customer’s premises during the cleaning visit, nor for any costs incurred due to these third parties not being granted access.

1.2.5 Items exempt from the cleaning company’s liability include cash, jewelry, art, antiques, and sentimental items. Refunds for sentimental/personal items will only be provided at their current cash value.

1.2.6 We advise that all irreplaceable items, whether valuable monetarily or sentimentally, be stored away and not cleaned by our operatives.

1.2.7 We are not responsible for existing damage to the Customer’s property, such as old stains, burns, or spillages, which cannot be completely cleaned/removed by our operatives using standard methods.

1.2.8 We are not liable for damages caused by faulty products/equipment provided by the Customer.

1.2.9 We are not liable for damages caused by faulty or broken items leading to further damages.

1.2.10 Estimated arrival and cleaning times are provided for guidance only. The company will not be held liable, under any circumstances, for costs incurred due to missed/canceled appointments or delays in arrival or completion times.

1.3 Contracted Cleaners and Sub-contractors

SNH Cleaning Services reserves the right to utilize contracted cleaners and/or sub-contractors for any cleaning services without prior notification. Our standard cleaning guarantee remains in effect.

1.4 Damage Claims

1.4.1 While our operatives take every precaution to avoid breakages, accidents can occur. We always strive for identical replacements, although this cannot be guaranteed.

1.4.2 If damage is proven to be caused by the Company or its sub-contractors, the Company must be given the opportunity to rectify the damage using their approved maintenance contractor. We will not be liable for any damage if permission to rectify it is not granted by the Customer, landlord, or managing agent.

1.4.3 If damage is proven to be caused by us, the Company will cover the repair costs. If the item cannot be repaired, the Company will credit the Customer with the item’s current cash value toward a similar replacement. This liability is applicable only after full payment for the service has been received.

1.4.4 If the Company needs to make an insurance claim for the damage, the item’s age will be considered when calculating its replacement value.

Please Note: SNH Cleaning Services Ltd will assume full responsibility in the event of any property/item damage during the cleaning service, provided that comprehensive proof/photographic evidence is provided to support your claim of damage. We may require up to 48 hours to investigate the claim. Claims without evidence cannot be accommodated.

If the claim is approved, the Customer must repair the damage or replace the item first, and then submit all receipts and photographic evidence of the repaired or replaced items to SNH. We will reimburse these costs within 48 hours.

END OF TENANCY, AFTER BUILDERS, ONE-OFF DEEP, AND COMMERCIAL CLEANING TERMS AND CONDITIONS
2.1.1 The Customer must ensure that all personal belongings are completely removed; otherwise, an additional £30 fee may be charged. Our cleaning guarantee does not apply to areas where belongings are present.

2.1.2 Rubbish or waste removal is not included in our end of tenancy cleaning service and will incur an additional charge.

2.1.3 The Customer must ensure that hot running water and electricity are provided, and that drains are not blocked. An additional charge of £100 will be levied if we have to unblock drains. If electricity or running water is not provided, we reserve the right to leave the property and will not be liable for any associated costs.

2.1.4 If ladders are needed to access high areas, this must be specified at the time of booking.

2.1.5 Our end of tenancy cleaning checklist does not include cleaning walls, mold on walls and ceilings, or the interiors of toasters, kettles, and other electrical appliances. We do not perform wall washing.

2.1.6 Cleaning vacuum cleaners, ironing boards, curtains, and other items stored in cupboards is not part of our end of tenancy cleaning checklist.

2.2 Cancellation

2.2.1 You may cancel your booking at any time, subject to the following charges depending on when the cancellation occurs:

A: Free cancellation if made 24 hours or more before the scheduled start time.
B: 30% of the total job value is payable if canceled within 24 hours of the scheduled start time.

2.2.2 Cancellation must be made through your online booking portal, by calling our office, or by emailing us during our working hours.

We require 24-hour notice to reschedule a booking.

Amendments made in less than 24 hours will incur a 30% fee.

2.2.3 We reserve the right to refuse any cleaning job if the property’s condition poses health risks to our staff. If this information is not provided prior to our arrival and we are unable to proceed with the work as a result, the Customer will be charged 30% of the total value.

2.2.4 The cleaning company may cancel or reschedule a service in cases where an accident or unexpected circumstances prevent the assigned cleaning team from completing the job.

2.2.5 The Customer can reschedule or cancel appointments by phone, using the online booking portal (if applicable), via our live chat with customer services, or by email.

2.3 Complaints and Cleaning Guarantee

2.3.1 Refund claims will not be entertained once the cleaning service has been completed.

2.3.2 We do not clean bird or human faeces.