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Terms And Conditions


1. DEFINITIONS

1.1 For the purpose of these Terms and Conditions, the customer shall be referred to as the "Client" and "Lightmark Solutions Limited" as the "The Company". The term "Client" shall be deemed to include the Client's spouse or partner, where applicable.

2. ADDITIONS

2.1 Any part of these Terms and Conditions may be changed at any time without notice. You are advised to read them before entering into an agreement with The Company (us) and regularly afterward and agree to be bound to the current version.

2.2 By ordering any of the Company's services, either through our website's booking form, e-mail, fax or phone, the Client (customer, you) agrees to be bound to these Terms and Conditions.

3. INTRODUCTION

3.1 The Cleaner is introduced to the Client as a self employed cleaner and the Client shall retain the Cleaner only under a Contract for Services with the Company.

3.2 At all times the Cleaners are under the Clients supervision, control and responsibility. They are not employed by the agency, either directly or indirectly, but are self-employed.

3.3 The Company agrees to undertake the work required by the Client in an utterly professional manner.

3.4 The Client shall provide a safe working environment for the Cleaner.

3.5 The Client shall ensure that they have insurance cover against their liabilities to the Cleaner and Cleaner's liability to the Client and shall produce to The Company a copy of the appropriate insurance policy and cover certificate when requested by the Company to do so.

3.6 The Client understands and agrees that the quoted price includes cleaning and ironing labour only. Carpet / Upholstery and Window cleaning are not included and can be purchased as separate services.

3.7 The Client will be responsible at all times for payment of the service, the supply of cleaning materials and equipment and arrangements for access to the Client's home. The Client agrees to provide a list of tasks. The equipment necessary for the required work must be safe and in full working order. The Company provides cleaning materials and equipment upon request for which a separate service charge of £2 per hour for the supply of cleaning materials and £5 per hour for cleaning materials and cleaning equipment applies.

3.8 The Company reserves the right to amend initial quotation, should the Client's requirements change after a service has already been booked or the premise is in a worse condition than initially described by the Client.

4. PAYMENTS AND REFUNDS

4.1 All outstanding balances for cleaning services carried out (except regular domestic and office cleaning) must be paid by bank transfer on Company's account, on the day of the cleaning.

4.2 If a Cleaner is retained by the Client for more hours than stated in the Contract Agreement without the Client paying an additional fee, the Company reserves the right to claim any fee due, plus interest if appropriate.4.3 All payments for regular cleaning services are due within a period of 7 days after completing the job. The payment must be done by bank transfer in Company's account. Exceptions are the cases where other arrangements have been made between the Client and the Company.

4.4 A 15% administration fee of the total amount due will be applied on delayed payments, if not received within 7 days of receiving of an invoice. If the amount remains unpaid 30 days after its due date, an additional 5% administration fee on the total amassed amount will be added for each month of delay. The Company has the right to collect its debts by any legal means; any fees and charges occurring from such a process shall be undertaken by the Client. The Company reserves the right to undertake legal procedures if a payment has not been received two months after its issue date.

4.5 The Company does not make refunds. The Client has a period of 24 hours to make a complaint if not satisfied with a cleaning job. Unless a good reason is given, the Company will not consider any complaints which are notified after 24 hours of completion of a service. In case of complaint, the Client must allow the Cleaner to come back to the premise and re-do the cleaning until the Client is contended with the results, after which the outstanding balance should still be paid to the Company.

5. INSURANCE

5.1 The Company's Public Liability insurance will cover damages caused by a Cleaner working on behalf of the Client up to £2,000,000.00. All claims are subject to an excess of £250.00. The insurance policy includes Products Liability cover of up to £2,000,000.00 (subject to an excess of £250).

6. LIABILITY

6.1 The Company shall not be liable under any circumstances for any loss damages or expense suffered by the Client arising from or in any way connected with the Company seeking a Cleaner for the Client or the introduction by the Company to the Client of any Cleaner or the agreement of any Cleaner by the Client.

6.2 The Company is not responsible for failure of any Cleaner to return keys or any consequential loss that may arise as a result.

6.3 The Company shall not be liable in any circumstances for any consequential or indirect losses incurred by the Client as a result of any failure of a Cleaner to comply with his or her contractual obligations for whatever reason not withstanding that such a Cleaner may have been introduced or recommended by The Company to the Client.

6.4 The Company shall not be liable for collusion or theft of property or possessions.

6.5 The Company reserves the right not to be liable for:

  • Completing tasks which are not stated on our task list;
  • Cleaning jobs not complete due to the lack of suitable cleaning detergents and/or equipment in full working order, hot water or power;
  • Third party entering or present at the customer's premises during the cleaning process;
  • Wear or discolouring of fabric becoming more visible once dirt has been removed;
  • Failing to remove old/permanent stains that cannot be removed using standard carpet cleaning methods;
  • Existing damage or spillage that cannot be cleaned/removed completely using provided by the customer cleaning detergents and equipment or standard carpet cleaning equipment;
  • Any damages caused by a faulty or not in full working order detergents/equipment supplied by the customer.
  • If the Client has got items which need special cleaning methods and special cleaning detergents, The Company reserves the right to refuse the provision of the cleaning detergents.

7. CANCELLATIONS

7.1 We require a minimum of 30 days written notice for cancellation of the service.

7.2 Refunds will not be given for any advanced payment made in the event of cancellation.

7.3 In the event that a Cleaner travels to the Client's premises on the designated day and the Client is not in or the Cleaner cannot gain entry to the property, the Client shall be liable for the Cleaner's travelling cost.

7.4 Clients must give the Company a minimum of 14 days notice if they are going to be away on holidays or business. Failure to do this will mean that no refund will be given for the agency fees.

7.5 Clients must give a minimum of 10 days notice if they wish to change the day that their property is cleaned.

7.6 It is the client's responsibility to inform the agency if service is not required during Bank holidays i.e. Easter.

7.7 No service will be provided on Christmas Day, Boxing Day and New Year's Day.

7.8 The Company reserves the right to cancel or re-schedule any arranged cleaning visit at any time. In an event of a cleaning visit cancelled by us, The Company will refund any payments received by the Client. In an event of a re-scheduled cleaning visit, all paying arrangements will proceed as usual.

7.9 The Company reserves the right to terminate any services provided with immediate effect if the Client breaches any part of these terms and conditions.

8. SUPPLEMENTARY TERMS

8.1 We do not employ the Cleaners, the Client employs them. At all times the Cleaners will be under the Client's supervision and responsibility.

8.2 Cleaners will be responsible for the replacement costs incurred in the unlikely event of the Client's keys being lost.

8.3 We make every effort to make sure the quality of Cleaners that we introduce. However no responsibility will be accepted by the Company as a result of a failure, in any part of the selection procedure irrespective of the reason.

8.4 The Cleaners are not allowed to use and work with bleach or bleach containing products. The Company advises the Client to avoid supplying such products to the Cleaners. The Company shall not be liable under any circumstances for any damages to Client's property caused by bleach / bleach containing products.

8.5 Cleaners will not perform any deep clean or specialized cleaning of any antique, delicate or valuable items.

8.6 Any incidental costs incurred by the Company or Cleaners as a result of a Client's action will be fully reimbursed by the Client immediately.

8.7 Clients will not solicit or entice the Cleaners that have been introduced by the Company to work for them directly within 18 months of the first introduction or after cancelling their monthly contract with the Company. If the Client does wish to hire a cleaner or use cleaning services provided by such a cleaner then the Client must pay a referral fee of £1,000.

8.8 All complaints must be received in writing by letter or email.

8.9 The Company reserves the right to re-evaluate rates at any time should the Client's initial list of tasks changes.

9. GENERAL

This agreement shall be governed by the laws of England and Wales. Therefore any English and Welsh court shall have exclusive jurisdiction to adjudicate any dispute which may arise out of any provision of this agreement.

If any part of this agreement is determined to be invalid or unenforceable pursuant to applicable law, then the invalid or unenforceable provision will be superseded by a valid, enforceable provision which most closely matches the intent of the original provision and in any event the remainder of the agreement shall continue in effect.