Terms and Conditions

1. For all bookings our dispatch operators need the following information:

- a name
- an address with a complete postcode
- contact telephone numbers - landline and mobile
- appointed time for the start of our cleaning service

This information is confidential and we do take full responsibility for it. We reserve the right to change the starting time – not more than 2 hours later than the starting time stated by our Client. Provided there is a delay we are obliged to inform you about the new starting time in advance. In cases of unexpected situations one of our supervisors contacts the Client and informs him/her about the changes needed to be done.

2. The interval we need between the booking time and the starting time is at least 24 hours. On Client’s demand we could organize the service for the same day or for a starting time minimum two hours from the booking call. The surcharge for such express service is 25 %.

3. If a Client cancels an already made booking, the cancellation shall precede minimum 24 hours from the starting time of the service. Otherwise, although the service is not provided, the Client receives cancellation fee invoice of £40.

4. Minimum amount of the orders as follows:

Carpet Cleaning/Upholstery, rug, curtains -£50 for addresses in M 25 and £70 for addresses outside M25. General Cleaning-1cleaner x 4hrs for the price of £61 (depending on the area and the distance) Regular cleaning- 2hrs. per week for the price of £20 (depending on the area and the essence of the work a different price is negotiable). Windows Cleaning- open to negotiation

5. All works, without exception, should not begin in the absence of the person responsible for the payment. The works begin only after all forms required have been accurately filled in by the payer.

The explicit information to be filled in should include:
- the starting time and duration of the service
- the number of the employees, providing the service
- the things to be cleaned
In case of discrepancy in the price, time and condition of the things which need cleaning Multi Clean Services Ltd reserves the right to suspend the service and demand a cancellation fee invoice for the sum of £ 40 and any additional expenses regarding the same order. The process of cleaning begins with the domestic cleaners and finishes with the carpet cleaners. No exact time applies to the carpet cleaners as they normally begin their work after the whole domestic cleaning has already been done. The working time of the carpet cleaners is not regulated, it may take up from 20 minutes to 4 hours, or longer, depending on the area to be cleaned, the dirtiness level and the intricacy of the tasks to be performed. The cost of the carpet cleaning does not depend on the duration of the cleaning but on the area to be cleaned, the dirtiness level and the intricacy of the tasks. Provided that our employees find difference in the order and the actual things that need cleaning (i.e. more rooms, windows, sofas, etc.) we reserve the right to change the prices in accordance with our price list, after, of course, discussing the change with the client.

6. The time booked for domestic cleaning might not be enough for the cleaning of the whole property. We know from our experience what the time necessary for the cleaning of 1,2,3,4,5 and more bedroom flats and houses is but still every order is specific and it is possible that the initially stated duration might be changed according to the conditions. Every additional hour costs £ 12 x each cleaner.

At the time of booking our dispatch operators define the time necessary for the service according to the Client’s explanation but this preliminary stated time may not be enough for the performance of the cleaning. In case of unscrupulous clients’ obvious attempts to conceal the real property sizes and the dirtiness level, we reserve our right to make changes in the prices and the service duration in order to guarantee the quality of our work. If the Client does not agree, we cancel the order and demand the payment of a cancellation fee invoice and all additional expenses, if there are such.

7. When the cleaning is done, we expect our Clients to check our work and if they have any objections, to show the spots that need to be cleaned more carefully.

We would like to emphasise that we are a cleaning company and cannot clean kitchens, bathrooms, toilets and walls that have evident damage, collected for years limescale or spots that need to be painted. Bathrooms, toilets and shower cabins that have not been regularly cleaned cannot be cleaned even with the most effective professional products. The carpet damages caused by furniture (holes or different colour) cannot be removed and our carpet cleaners have no responsibility for this. Coffee and tea stains are irremovable. Blood and urine stains on mattresses are permanent and after being treated they will smell and look better but in most cases such stains cannot be removed. Curtains that have been exposed to sunlight for a long time become yellowish from the side of the window and their original colour cannot be regained.

8. Multi Clean works with tested professional cleaning machines and products. We have never caused any damage in our long professional experience. We have had some unfair Clients who tried to blame our company for their own carelessness, which always turned to be a rather confusing situation for them. Some of the best solicitors are responsible for our legal protection, which is the reason why all such attempts lead to great disappointment.

9. Payment is possible only in cash (for our regular customers – via bank transfer or by cheque).

We do not accept the so called phenomenon “a waiting cheque”. All payments are in cash and are made after the Client has checked our work thoroughly and carefully. All misunderstandings are solved immediately. The turning back of cleaners on the next day or later is unacceptable. If the Client wishes, he/she could make a new order and pay the fee therefore. We accept that the client is pleased with our work once the payment and the signing of the final forms are done and we consider any further complaints unjustified.

10. We cannot guarantee that a third party not responsible for the payment and not present in the property at the finishing of our service would be pleased with our work. We cannot guarantee that the letting agent or the landlord will return the deposit. We know from experience that when the deposit is not returned, the cleaning company is the slightest problem. We guarantee only that the Client who checks our work and pays for it is satisfied with us. Any further claims are considered unjustified and are not discussed.

We advise you to negotiate with your landlord the contract terms of the tenancy very carefully, so that you do not swallow a bitter pill when moving out. When you pay for the cleaning, it is appropriate that your landlord is in the property and checks the work together with you. WE BEAR NO RESPONSIBILITY FOR DECISIONS MADE BY THIRD PARTIES.

11. Provided there is a certain really significant problem we are obliged to send one of our supervisors to your property within three days, in accordance with the active law. Work performed after this period is not subject to discussion.

Even so, if any problems exist, please send us an e-mail with the description of the case (you can find our e-mail addresses on our web site). Our solicitors will afterwards contact you as soon as possible and discuss the problem with you.

12. Multi Clean is fully responsible for the property of the Client from the beginning of the service until its end. When checking our work, the Client is obliged to make a complete inventory control. After leaving the property, we have no responsibility for broken or damaged furniture or items. If the Client wishes expensive equipment or other property to be cleaned or moved, the Client takes the whole risk and the cleaning or moving is done in his/her presence.

13. In the process of cleaning we use cleaning products and machines that exclude the presence of children or pregnant women. It is often wet when we do the cleaning and falling down or traumas could be caused. All our Clients are warned against such risks and in case of injuries, our cleaners have no responsibility.

14. The service invoice is issued from the office and is sent to an e-mail address or by post with a second class stamp for 5 working days. The cleaners collect the money and issue a receipt to the Client, which receipt could afterwards be used to confirm the payment. In case of delay or non arrival of the invoice, please call one of our toll-free telephone numbers.

15. If you notice any out-of-date or controversial information on our site, please reach us on our toll –free number 08000075030 and we will take the necessary actions to solve the problem.