Terms & Conditions
1.1 Operatives from PDR work on a self-employed basis and are covered by their individual Public Liability policies.
1.2 PDR also holds Public Liability Insurance as a company.
2. Customer Satisfaction
2.1 The customer understands that he / she is not entitled to any refunds
2.2 In the case that the representative of PDR fails to complete the job satisfactorily, the customer will be entitled to re-clean of the particular unsatisfactory areas / tasks to achieve full customer satisfaction.
3.1 PDR is NOT responsible for:
- Completing jobs not listed on the client’s task list
- Completing jobs where sufficient cleaning products / equipment were not supplied to do so
- Any third parties or their actions who enter or are present at the customer’s premises during the cleaning visit
- Any wear or discoloration of fabric that becomes more noticeable once dirt is removed
- The removal of old / permanent stains that are not affected by standard cleaning methods on fabrics or carpets
- The removal of any stains, spillage or damage that cannot be completely removed by the cleaning products / equipment provided by the customer or standard carpet cleaning measures.
- Any damage caused by faulty products / equipment provided by the customer
- If the customer requires items to be cleaned that require specialist. Products / supplies beyond standard, PDR reserves the right to refuse to provide such specialist provisions.
4.1 All payments for regular cleaning visits must be made within 10 working days after the invoice is received.
4.2 The client understands that any “late payments” may be subject to additional charges.
4.3 If payment is not made within 30 days of the invoice then the client account will be passed to a collection agency, after which additional charges will apply. The client agrees as part of this contract to pay all reasonable costs in collecting unpaid charges.
4.4 The rates of payment by the Company shall be as agreed between the Company and the Client, or his representative. The Client shall make no reduction or retention from the sum due under any invoice.
5.1 The customer may cancel or change the time of a cleaning service by giving at least 24 hours’ notice. He can do this over the phone or by email.
5.2 In case the customer cancels less than 24 hours before the service, except in case of unexpected circumstances, the customer agrees to compensate the cleaner full pay. In cases where the customer cancels with less than 24 hours’ notice two or more within three months, he / she will be required to pay the full amount of missed service.
5.3 If the cleaner is not allowed, the customer will have to compensate the cleaner with an additional £10 charge on their next service. This charge may be waived in case of unforeseen circumstances – reviewed on a case-by-case basis. If the customer regularly cancels the last-minute service, the customer will be obliged to cover the full amount of the skipped service.
5.4 All keys provided must be able to open the premises with any special knowledge, skill or ability
5.5 The customer may terminate a regular cleaning service by giving 30 days’ notice in writing, giving reason and specifying the last cleaning date.
5.6 For regular services if the customer prefers to directly hire a cleaner, introduced by PDR, the client agrees to pay the agency a recruitment fee of E200.
REGULAR DOMESTIC/ ONE OFF CLEANING/ DEEP CLEANING
1.1 The customer agrees to the terms and conditions of the booking by confirming their booking. The terms and conditions will be emailed to the customer before the initial service.
1.2 Every deep cleaning service must be notified at least five working days in advance, subject to a minimum time limit.
1.3 The customer agrees to provide a list of required tasks and all detergents, supplies and equipment required by the cleaner, unless otherwise agreed with the Agency. All equipment and supplies should be in safe working order.
1.4 If the customer requires PDR to provide cleaning supplies and equipment in their behalf, the customer understands that an appropriate charge will be applied.
1.5 PDR is NOT responsible for any alarms triggered during a cleaning service visit. The client MUST provide the Agency with full instructions for disabling and / or resetting and alarm systems on site.
1.6 The price quoted by the customer over the telephone or in the email ONLY includes cleaning costs.
1.7 Minimum duration of 3 hours per cleaning visit applies.
2.1 Reports of poor service, breakage, damage or theft MUST be reported by the customer to PDR with 24 hours of the visit. Reports received after this timeframe will not entitle the customer to any refund or replacement service.
2.2 PDR will respond to any complaints within one working day after receipt of the report.
2.3 The customer agrees to secure or remove any fragile, broken or highly valuable items.
2.4 Items excluded from PDR liability include: Cash, jewellery, art, antiques, and items of sentimental value (refund for these items of sentimental / personal value will be made only at its current cash value)
2.5 In case of damage / breakages, PDR will pay for the repair of the item or, if repair is not possible, credit the customer with its current cash value for order-like replacement. This liability only applies once payment for the cleaning services has been received in full.
2.6 All services shall be deemed to have been carried out to the Client’s satisfaction unless notice is received by the Company with details of the complaint within 24 hours of the work being completed. The Company will fully investigate any complaint and attempt to resolve it to the satisfaction of the Client, or alternatively to a reasonable standard.
2.7 The Client agrees to allow the Company back to re-clean any disputed areas/items before making any attempts to clean those areas/items himself or arranging a third party to carry out cleaning or repair services with regards to the above. Failure to do so will void our Company Guarantee and we will consider the matter fully settled. If payment has not been received in full or has been stopped by the Client, we will immediately refer the account for collection.
END OF TENANCT
1.1 The customer understands that the price quoted is not a “package deal” and includes only cleaning.
1.2 Minimum duration of 4 hours per cleaning visit applies.
1.3 PDR will supply all necessary cleaning detergents. This must be requested at the time of the booking.
1.4 The customer is advised that an end of tenancy cleaning may take double the length of time required for a general cleaning. After Builders Cleaning, After Party Cleaning or Badly neglected homes may take up to three times longer than a well-maintained home requiring general cleaning.
2.1 The customer accepts and understands that poor service, breakage/damage or theft must be reported within 24 hours from the service date. Failure to do so will entitle customer to no refunds or recovery cleanings.
2.2 PDR requires the presence of the customer or his/hers representative in the beginning and at the end of the cleaning session as an inspection can be carried out and if any corrections, should be made on the same day.
2.3 If the customer has scheduled an inventory check then it must be scheduled to commence no later than 24 hours after the cleaning job has been carried out.
2.4 PDR may take up to two working days to respond to a complaint.
2.5 PDR will not accept a complaint based on an Inventory check report, filed more than 24-hour after the cleaning session.
2.6 Complaints are accepted verbally over the phone and in writing (letter, e mail or Fax). Complaints must be reported on completion or in the following 24-hour.
2.7 All fragile and highly breakable items must be secured or removed. Items excluded from liability are cash, jewellery, items of sentimental value (the customer will be credited with the items present cash value), art and antiques.
2.8 PDR agrees to keep all customers’ information confidential.
3.1 All payments for End of Tenancy Service should be made up front.
3.2 The invoice will be send via email before the cleaning service started
1.1 PDR reserves the right to amend the initial quotation, should the client’s original requirements change.
1.2 If the customer has a dog, cat or other hairy pet then an extra 30% charge will be added to the service price due to the extensive amount of animal hair slowing down the cleaning process.
1.3 All carpet cleaning orders are subject to £50 (excl. VAT) minimum call out charge.
3.1 The invoice will be issue next working day. The Customer has 10 working day to make the payment.
3.2 Customer understands that any ‘late payments’ may be subject to additional charges.
2.3 If payment is not made after 30 days of invoice then the account will be passed to our collection agency, after which a charge of 30% plus Vat on top of the initial invoice due, will be added to the debt. You agree as part of this contract to pay this sum which represents our reasonable costs in collecting the unpaid amounts.
4.1 48 hours notice is required if customer should either decide to cancel or re-schedule a cleaning appointment.
4.2 Customer agrees to pay 40% of the quote as a cancellation fee if the customer cancels or changes the date/time less than 48 hours prior to the scheduled appointment.
4.3 Customer agrees to pay 40% of the quote as a cancellation fee in the event of a lock-out cased by our cleaners being turned away; no one home to let them in; no water or power available at customer’s premises; or problem with customer’s keys.
5.1 The customer accepts and understands that poor service, breakage/damage or theft must be reported within 24 hours from the service date. Failure to do so will entitle customer to no refunds or recovery cleanings.
5.2 PDR requires the presence of the customer or his/hers representative in the beginning and at the end of the cleaning session as an inspection can be carried out and if any corrections, should be made on the same day.
5.3 If the customer has scheduled an inventory check then it must be scheduled to commence no later than 24 hours after the cleaning job has been carried out.
5.4 PDR will not accept a complaint based on an Inventory check report, filed more than 24-hour after the cleaning session.
5.5 Complaints must be reported on completion or in the following 24-hour.