This document, together with any documents referred to in it tells you the terms and conditions on which we supply any of our cleaning services whether detailed in our advertising materials or on our website at www.lukacleaners.co.uk, or otherwise. Please read these terms and conditions carefully and make sure that you understand them before ordering any services from us. By ordering any of our services (whether telephone, email, via our website or otherwise), you agree to be bound by these Terms. You should print a copy of this Terms for future reference.
1. Information about us
1.1 We are Luka Cleaners, a company registered in London, Room 2.07, Central House, 1 Ballards Lane, Finchley, N3 1LQ.
2. Our Contract with You
2.1 These Terms will become binding on you and us when we confirm to you that we have accepted your order for services (Order), at which point a contract will come into existence between you and us. We will discuss your requirements with you, either by telephone or email. Once you have confirmed that you wish to go ahead with the agreed work at the agreed price, we will accept your order by sending you a confirmation of booking by email, at which stage the contract between us is made.
2.2 If any of these Terms conflict with any term of the order, the order will take priority.
3. Changes to Orders or Terms
3.1 We may revise these Terms from time to time if there are changes in how we accept payment from you or when we carry out the review of the prices you pay for the services.
3.2 If we revise these Terms, we will give you at least one month’s written notice of any changes to these Terms before they take effect.
3.3 You make a change to the Order for Services at any time before the start date for the services by contacting us at least 24 hours’ prior to service takes place. Where this means a change in the total price of the services, we will notify you with the amended price in writing.
4. Providing Service
4.1 We collect personal information (name, address, telephone number, email) for two reasons: firstly, to process your enquiry and secondly, to provide you with updates about our services. We will never collect personal information about you without your explicit consent. The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us.
4.2 We may have to suspend the services if we have to deal with technical or staffing problems. We will contact you to let you know in advance where this occurs, unless the problem is urgent or an emergency. You do not have to pay for the services while they are suspended but this does not affect your obligation to pay any invoices we have already sent you. Alternatively we reserve the right to offer to provide you with replacement personnel to perform the services in the event of staffing issues, subject to your consent.
5. Price and Payment
5.1 The price of the services will be set out in our price list in force at the time we confirm your order. Our prices may change at any time, but price changes will not affect orders that we have confirmed you.
5.2 We reserve our right to review our prices for the Services. We will give you at least one month’s written notice of any changes to our rates before they take effect. You can choose to cancel the contract in accordance with clause 7.
5.3 For regular services (such as daily or weekly cleaning) we will invoice you monthly in advance for the Services. You must pay each invoice in cleared monies (without deduction or set off) within 14 calendar days of the date of the invoice by direct payment to our bank account or by credit/debit card.
5.4 Where you require one-off services, we reserve the right to request you to make an advance deposit payment of 50% of the price of the services. In such circumstances we will invoice you for the balance on or at any time after we have performed the services. Unless otherwise agreed in writing by us, you must pay the balance immediately upon completion of the services before our operative leaves your premises, either by cash or debit/credit card. If you are not present at the time, you authorise us to take the outstanding balance from the credit/debit card you used to pay our advance deposit.
5.6 In the event that you request us to provide services on a regular basis, but later cancel such services after one visit, we reserve the right to charge you a supplement to reflect our higher prices for one-off services.
5.5 If we are forced to refer your account for collection to a third party, then extra cost may be added to the outstanding amount by the debt collection company.
5.6 We reserve the right to levy a card processing charge of 3% of the fees paid where you choose to pay our fees by credit card. Where you pay be cheque and it is returned unpaid, we will charge you a flat fee of £25 in addiction to any outstanding fees.
5.7 If you do not make any payment due to us by the date for payment, we may charge interest to you on the overdue amount at the rate of 3% a year above the base rate of the Bank of England from time to time. This interest shall accrue on a daily basis from the due date until the actual payment of the overdue amount, whether before or after any judgment. You must pay us interest together with any overdue amount.
6. If there is a problem with the services
6.1 Our business reputation is based upon the quality of our services. We acknowledge, however, that we do sometimes make mistakes. If you are not satisfied with our Services, we offer to reclean your premises to your reasonable satisfaction, subject to the remaining provisions of this clause 6.
6.2 All Services shall be deemed to have been performed to a reasonable satisfaction unless you notify us in accordance with the provisions if this clause 6.2. In the unlikely event that there is a defect with the Services:
(a) you are required to contact us in writing (by letter or email) and tell us as soon as possible (and in any event within 24 hours of the services being provided);
(b) you agree to give us a reasonable opportunity to repair or fix any defect caused by us or to reclean any disputed areas/ items;
(c) we will use every effort to repair, remedy or fix the defect caused by us to your reasonable satisfaction as soon as reasonably practicable free of charge;
(d) is a broken or damaged item cannot be repaired, we may provide a replacement or reimburse you for the fair market value of the item;
(e) you agree to provide us with such assistance and cooperation as we shall reasonably require to remedy a problem, including providing us with access to the relevant premises within 24 hours of you reporting an issue so that we can use our best endeavours to resolve any issues to your reasonable satisfaction;
(f) where you or your representatives are on site at the time or performance of the services, you agree to draw our personnel’s attention to any alleged defects before they leave your premises;
6.3 Whilst we make every effort not to break or damage items, accidents do happen. Please ensure that any valuable items ( whether in monetary or in sentimental value) are safely stored prior to our services being performed.
6.4 Please note that we will not be liable for any damage where caused by faulty materials or installation. We will assume that all surfaces (such as marble, glass, wood or natural stone) are appropriately sealed for us to provide our services, unless you notify us to the contrary in writing before we commence the services.
7. Your Rights to Cancel and to Receive a Refund
7.1 Before we begin to provide services to you for the first time, you may cancel your initial order for services at any time before the start date for the initial services by giving us at least 48 hours’ notice by contacting us by telephone, email or tax before the services are due to take place.
7.2 If you cancel an order and you have made any payment in advance for Services that have not been provided to you, we will refund these amounts to you.
7.3 However, if you cancel an order for services and we have already started work on your order by that time, you will pay us any costs we reasonably incurred in starting to fulfil the order, and this charge will be deducted from any refund that is due to you or, if no refund is due to you, invoiced to you. We will tell you what this charge will be deducted from any refund that is due to your or, if no refund is due to you, invoiced to you. We will tell you what these costs are when you contact us. In all other circumstances if you wish to cancel or change the date of any services you must give us not less than 48 hours’ prior notice before the services are due to be performed. Such cancellation notice may be given by telephone, fax, post or email.
7.4 If we are prevented from carrying out our scheduled services because you have failed to provide us with at least 48 hours notice of cancellation or if you fail to provide us with access to the property at which the services are due to take place, or you have not provided us with necessary electricity and water supplies, or you have provided faulty or defective equipment or insufficient cleaning materials reserve the right to charge you in full for the cancelled services and an additional cancelation charge.
7.5 We may have to cancel an order before the start date for the services, due to an event outside our control or the unavailability of key personnel or key equipment/ materials without which we cannot provide the services
8. Termination of the Contract between Us
8.1 Where we provide the services to you on a regular basis, you may terminate the contract for the services at any time by providing us with at least 30 calendar day’s notice in writing or where we are providing you with one-off services that have not been provided will be refunded to you.
8.2 Once we have begun to provide the services to you, you may terminate the contract for services with immediate effect by giving us written notice if:
(a) we breach this contract in any material way and we do not fix the situation within 14 days of you asking us to in writing;
(b) we go into liquidation or a receiver or an administrator is appointed over our assets;
(c) we change the Terms under clause 3.2 your material disadvantage;
(d) we are affected by the event outside our control.
8.3 Once we have begun to provide the services to you, you may terminate the contract for the services at any time by providing us with at least 30 days notice for regular services or 24 hours notice for one-off services. if you have made any payment in advance for services that have not been provided to you, we will refund these amounts to you.
8.4 We may cancel the contract for services at any time with immediate effect by giving you written notice if you do not pay us when are supposed to or you breach the contract and you do not fix the situation.
9.1 If you have any questions or if you have any complaints, please contact us by telephoning our costumer service team on 020 37406794 or by e-mailing us at firstname.lastname@example.org
9.2 If you wish to contact us in writing, or if any clause in these Terms requires you to give us notice in writing (for example to cancel the contract), you can send this to us by e-mail.
General Cleaning Provisions
1.1 When we provide general cleaning services on a regular basis:
(a) you should send a cleaning check list to us before each time the services start. If there have been only verbal descriptions, we shall not be responsible for any cleaning tasks not completed by us;
(b) we cannot guarantee that the same cleaner can perform the services on each occasion, although we shall use our best efforts to accommodate you responsible requests
(c) you must notify us at least 48 hours before the day of your regular Service if that day is a bank holiday and you do not require the services on that date.
1.2 You shall not without our prior written consent at any time during the period from the date of 18 months after the date of termination, completion or expiry of the contract between us (as the case may be) solicit or endeavour to entice away from or discourage from being employed by us any of our employees or sub-contractors engaged in providing the services. Any consent given by us in accordance with this paragraph shall be subject to the payment by you to us of £1500 per employee or sub-contractor, plus any applicable VAT.
2.1 Unless you have elected to provide your own materials under paragraph 2.2 or if the services comprise spring cleaning, steam cleaning, end of tenancy cleaning, after party cleaning, after building cleaning and/or event cleaning, you are responsible for providing all cleaning material (such as detergents and solutions towels, dusters, cloth and gloves) and equipment (vacuum cleaner, bucket, mop, iron, ironing board, brushes and broom) in good and safe working order to allow us to perform the services. No specialist skills should provide clear instructions for the use of any complex equipment. If you do not provide any or all of the cleaning material required, plus an additional service charge.
2.2 If you would prefer us to provide our own equipment and cleaning materials, there will be an additional charge for equipment and material, depending on the size of your property. Cleaning at the end of a Tenancy, at the end of building Works, after party cleaning, spring cleaning, event cleaning or other one-off cleaning
3.1 Where we have agreed in an order that the services shall include cleaning at the end of a tenancy, at the end of building works, after party cleaning, spring cleaning, event cleaning or other one-off cleaning, the provisions of this paragraph 3 shall apply.
3.2 Our fees for one-off services are charged per hour, taking into account the current condition of the premises, the number of rooms, bathrooms, showers and WCs.
3.3 Additional charges will be levied for steam cleaning, dishwashing, removing more than 5 items from cupboards for cleaning replacement, dusting books, cleaning walls and ceiling, cleaning external spaces (such as balconies, terraces, patios and gardens). Where our fees for particular services are quoted (whether in whole or in part) on a per room basis, we use national average room sizes when calculating quotations without having examined your premises.
3.4 If your actual room sizes differ more than 10% or if your initial requirements change we will discuss revised rates with you before we commence the services. If you do not accept the revised rate you will be liable to forego your 50% advance deposit payment.
3.5 All quotations made in writing by us shall be valid for 30 days. We reserve the right to change our prices if your original requirements change.
3.6 Our quotations exclude the costs of clearing any debris created by tradesmen or building work unless otherwise agreed by us.
3.7 We will move furniture to assist us to perform the services, provided that any items or furniture can easily and safely be moved by one person.
3.8 We provide any estimates in good faith, based upon average times taken to clean homes of a similar size, but you acknowledge that it is difficult to predict actual timings with certainty and some degree of flexibility will be required. For example, after building cleaning, event cleaning and the cleaning of badly neglected properties may take up to three times longer than for cleaning a well- maintained home on a regular basis.
4.1 If you ask us to collect keys from or deliver to an address more than 300 metres from the address at which the services are to be performed, we reserve the right to levy an additional charge of £12 plus VAT for each collection and a further £12 plus VAT for each delivery. If the wrong keys are provided, a further charge of £12 plus VAT will be levied. We are not responsible for any faulty keys/ locks.
4.2 Key replacement/locksmith fees are paid only if keys are lost by our operatives. There is a £30 per location liability limit.