Terms & Conditions

Terms and Conditions of Service  

These terms and conditions of service constitute the full and complete service agreement (the “Agreement”) between you (the “Customer”) and The Contractor (the “Contractor”) 27 Camden
Road, Sutton, SM1 2SH, Company Number 11249740.  

  1. Cleaning services
    1. Subject to the terms of this Agreement, the Contractor agrees to provide Domestic, Office Cleaning, End of Tenancy, Move In/Move out, After Party, After Builders or Ironing services (the “Service”) to the Customer at an
      address specified by the Customer (the “Premises”);
    2. The Service will be for such cleaning duties as agreed with the Customer at the time of booking;
    3. The Contractor will provide one or more cleaners (the “Cleaner”) to attend the Premises to provide the Service at a time and date mutually agreed between the Contractor and the Customer (the “Service Time”). 
    4. The Contractor endeavour to provide the Service faithfully, diligently and in a timely and professional manner;
    5. The Contractor will ensure that Cleaners introduced will hold the legal right to live and work in the United Kingdom. All Cleaners that are introduced by the Contractor will have a self-employed status with the Inland
      Revenue, so the Customers are not required to deduct tax under the P.A.Y.E system. They are not employed by the Contractor;
    6. For Services such as End/Start of tenancy, After Builders, One-Off/Deep cleaning the Contractor can provide cleaning materials and equipment (upon request and subject to additional charge). All cleaning types of equipment
      are safe and in full working order; 
    7. If an estimate is given on how long it will take our cleaners to do the job, this is only an estimate based on the average time it takes to clean a home of similar size;  
    8. It is difficult to estimate precisely how long the job may take and a degree of flexibility may be required; 
    9. Our acceptance of your booking brings into existence a legally binding contract between us;
    10. The Contractor will advise all Cleaners to keep clients keys safe at all times and to not keep the Customers address attached to them; although the Contractor does not take responsibility for any loss or damage should
      this occur. 
    11. The Contractor will endeavour to make every reasonable effort to replace your Cleaner in the event of sickness or holiday.  
  2. Satisfaction Guarantee 
    1. Your satisfaction is guaranteed. If you are not completely satisfied with any standard of service provided by the Cleaner, the Contractor will introduce them with a replacement the Cleaner as soon as possible,
      normally within seven working days. Please contact the office as soon as possible during our normal business hours in 24 hours.  
  3. Additions and amendments binding 
    1. Before entering this Agreement, the Customer and the Contractor will agree on a set number of hours per week/fortnight. Any changes to the Service to be provided must be agreed by the Contractor 24 hours prior to the
      Service Time; 
    2. If the Customer requires any additional services or variations at the time the Service is being performed, the Customer must first contact the Contractor by telephone, who may agree to provide the additional services in
      its absolute discretion. The Cleaner is not authorised to agree to any changes to the Service being provided. The Customer must not request such changes directly from the Cleaner;  
    3. If the Customer wants to change the hours/days of the Service the Client should contact the Contractor immediately by telephone and follow this up in writing within 7 days preferably by email
  4. Customer Representations and warranties 
    1. The Customer represents and warrants that; 
    2. It will provide a safe working environment at the Premises for the Cleaner to perform the Service;  
    3. The Cleaner will have unencumbered and unobstructed access to those areas of the Premises requiring the Service. 
    4. It will provide the Cleaner with access to all services and utilities (including hot and cold water, electricity, and rubbish bins) as required by the Cleaner to provide the Service;
    5. The client agrees to behave nicely to the Cleaner and to treat her/him with respect. 
    6. It will advise the Contractor prior to the commencement of the Service of any hazards, slippery surfaces, risks or dangers, ingrained dirt, grease or grime at the Premises;  
    7. It is authorised to use the Premises and obtain the provision of Service;  
    8. If the Customer requires the Cleaner to clean behind or under any heavy items (e.g. a fridge, bookshelf, or other furniture), it will move those items prior to the commencement of the Service and it will secure or remove
      any fragile, delicate, breakable or valuable items, works of art, antiques, or items of sentimental value prior to the commencement of the Service;  
    9. Fridges and Freezers must be thoroughly defrosted before cleaning can start. Kitchen cupboards must be emptied before cleaning can start. They will not be covered by the terms if this is not the case. Ovens must be in a
      condition that will enable thorough cleaning with standard professional chemical products; 
    10. We will do our best to make sure your electrical appliances, microwave, oven, fridge/freezer, are cleaned to a high standard. However, if they have not been cleaned since they were purchased, we won’t be held liable for
      ingrained dirt that cannot be shifted using standard professional chemicals; 
    11. The Customer agrees to inform the Contractor for any change of house/flat alarm code or key changes in advance; 
    12. The Customer agrees to fully instruct/show (included the materials) to the Cleaner how to use machines (such as washing machine, dryer, iron or any other) if service requires; 
    13. The Customer agrees to inform the Contractor at least 7 days’ notice should they be taking holiday/do not require the Cleaner to work over this period.  
    14. A full refund is to be made if the Customer going on holiday and have informed us in advance; 
    15. A charge (no refund) appears for you if the Customer is away and don’t inform us that won’t need Service.  
  5. Health and safety risks 
    1. The Cleaner is entitled to undertake a job safety analysis before the commencement of any work to assess the health and safety risk at the Premises; 
    2. The Cleaner may, either before or during the provision of the Service not use or cease using any materials or cleaning equipment provided by the Customer if the Cleaner thinks, in their absolute discretion, that the use
      of such materials or cleaning equipment poses a risk to health and safety; 
    3. The Cleaner may, either before or during the provision of the Service not provide or cease the provision of the Service where carrying out the Service presents, in the absolute discretion of the Cleaner, a risk to health
      and safety.  
  6. No engagement of cleaners 
    1. The Customer acknowledges the Contractor invest significant resources in recruiting, selecting and training their Cleaners. Unless the Contractor give prior written permission, the Customer must not, directly or
      indirectly, engage, employ or contract with any Cleaner to provide domestic services to the Customer or any associate of the customer for any period during which services are provided by the Contractor or for a period within 12 months
      after the conclusion of any Service;
    2. The Customer acknowledges that the Contractor may suffer loss and damage, including, without limitation consequential loss, as a result of a breach of this clause by the Customer;
    3. The Customer acknowledges that have to pay the Contractor the amount of £2,000 if employ the Cleaner direct or indirect within 12 months after the conclusion of the Agreement. The Contractor keeps the rights to start
      legal proceedings against the Customer. 
  7. Job quotations 
    1. The actual price payable by the Customer is calculated on the total number of hours worked by the Cleaner;  
    2. Any price quoted by the Contractor is an estimate only based on the Contractor experience, without an inspection, and based on information provided by the Customer. Subject to this clause, quotes are valid for a period of
      30 days from the date of the quote;  
    3. If at the commencement or during the course of providing the Service, it is apparent that the actual cost of the Service will exceed the quote provided by the Contractor, the Contractor will provide the Customer with the
      option to pay an increased fee to complete the Service, or pay the quoted amount without the Service being completed;  
    4. The Customer must inform the Contractor whether any cleaning services required are for an ‘end of tenancy’ at the time of quotation;  
    5. If our cleaners need to collect keys from a third party’s address outside the postal code of the premises where the work is to be carried out, or on a different day of the service than a £20.00 charge may apply;
    6. Parking charges are applicable if parking arrangements cannot be made;  
    7. Congestion charge fee is subject to an additional charge (if required).  
  8. Bookings 
    1. Our cleaning service may be ordered by telephone or e-mail and you agree to be bound by these terms and conditions;  
    2. At the time of booking the Customer must provide details of any hazards, slippery surfaces, risks or dangers, ingrained dirt, grease or grime located at the Premises;  
    3. The Contractor provides all quotations at the time of booking, quotation will be sent via email to the Customer (if an email address is provided);  
    4. The Contractor reserve the right not to accept a booking for any reason;  
    5. These terms and conditions shall be governed by the relevant United Kingdom law, and by agreeing to be bound by them the customer agrees to submit to the exclusive jurisdiction of the relevant courts of the United
      Kingdom. The Contractor reserves the right to make any changes to any part of these terms and conditions without giving any prior notice; 
    6. Domestic Cleaning: A minimum of 3 hours per cleaning visit applies;
    7. One-off / Spring Cleaning / Deep Cleaning / After party: A minimum of 4 hours per cleaning visit applies;  
    8. End of Tenancy Cleaning: We have a fixed price for this service depending on the size of the property; 
    9. After builders cleaning, we will ask you for a “list to-do” and then we can discuss how many hours are necessary to complete the job for you;  
    10. Carpet and upholstery cleaning prices are based on different types of space (bedrooms, rooms), sofa (2-seater or 3-seater), etc.  
  9. Payment terms 
    1. The Customer agrees to pay the price quoted by the Contractor 
    2. We accept the following payment methods from The Customer: 
    3. Bank transfer; weekly/fortnightly or monthly standing orders; 
    4. We can accept cash only after the authorisation by the Contractor.
    5. The Customer agrees to pay The Contractor for every hour of service carried by the Cleaner and as initially agreed in the signed letter of engagement;  
    6. The Contractor prepares invoices at the end of each month for services rendered in the previous month.   
    7. Customer’s refunds will be made every end of the month via bank transfer. 
    8. The Contractor reserves the right to charge the Customer a late payment fee of 10% for any overdue invoices; 20% for delays more than 20 days; 30% for delays more than 30 days. 
    9. The Contractor reserves the rights to stop with immediate effect the cleaning services provided to the Customer in case of no payment received or delayed the payment. 
    10. The keys are returned within five working days after the invoices have been paid in full. 
    11. All costs for cleaning services carried out by the Contractor are payable by cash, debit/credit card, telephone payments, direct debits are payable to the Contractor upon completion of the job on the day of the
  10. Non-Payment 
    1. The Contractor will collect any outstanding monies owed to us. If as a result, we have to use a debt collecting agency or county court to secure payment, you agree to pay any debt collecting agency fees, court
      fees, legal cost, or interest that will occur due to the result of non-payment of your outstanding bill.  
  11. Non-appearance 
    1. If a Cleaner fails to attend the Premises within 1 hour of the Service Time, not notified the Contractor or the Customer and does not provide the requested Service, the Contractor will provide the Customer with
    2. A full refund of payments made by the Customer; or 
    3. Offer to reschedule the Service at another time mutually agreed between the Customer and the Contractor. 
  12. Complaints 
    1. If the Customer is dissatisfied for any reason with the Service provided, it must inform THE CONTRACTOR within 24 hours of completion of the Service. The Contractor strives to achieve 100% customer satisfaction
      and will endeavour to resolve the problem quickly and efficiently. We will not consider any complaints which are notified after a period of 24 hours. We will not be held liable for work not completed, or not completed to a good standard
      if other people are present in the property when our cleaners are working and carrying out the job. Parking charges are applicable if parking arrangements cannot be arranged.  
  13. Exclusions and limitations 
    1. The Contractor is not responsible for:  
    2. Not completing or providing the Service as a result of a breach of a warranty by the Customer (including a failure by the Customer to provide a safe working environment or unencumbered access to the Premises);
    3. Not completing or providing the Service as a result of the Cleaner not proceeding for health and safety reasons.  
    4. Any loss or damage incurred by the Customer or any third party as a result of the effects of a force majeure, being any event beyond the reasonable control of the Contractor;  
    5. Not completing or providing the Service due to any act or omission of the Customer or any other person at the Premises during provision of the Service;  
    6. Existing dirt, wear, damage or stains that cannot be completely cleaned or removed.  
    7. Any wear or discolouring of fabric or surfaces becoming more visible once dirt has been removed; 
    8. All fragile and highly breakable items, jewellery, items of sentimental value, art and antiques.  
    9. The cost of any key replacement or locksmith fees unless keys were lost by the Contractor or the Cleaner; 
    10. Old stains that cannot be removed using normal cleaning methods.  
    11. Accidental damage due to faulty equipment;  
    12. Any accidental damage caused by a cleaner working for the Contractor if there is an outstanding amount owed to the Contractor (excluding payment due for the cleaning visit when the accident happened); 
    13. The Contractor will not be responsible for triggering any alarm systems. Customer should provide special instructions for deactivation/activation of any alarm systems.
  14. Accidents, Breakage, Damage & Theft   
    1. While our cleaners will treat your home with great care accidents can and do happen from time to time. All of our cleaners are covered by Public Liability Insurance. The Contractor has public liability insurance too. The
      policies will cover major accidental damage caused by our cleaners. 
    2. The Customer must inform the Contractor of any incident where an accident, breakage, damage to property has occurred due to any act of the Cleaner within 24 hours of completion of the Service;  
    3. Any claims reported later than 24 hours after the clean will not be considered. If a report of damage is made on a Saturday it must be reported by Monday 12:00 pm to be accepted as a valid claim;  
    4. All fragile and highly breakable items must be secured or removed. Items excluded from liability are: cash, jewellery, items of sentimental value, art and antiques;  
    5. We may require entry to the location of the claim within 24 hours to correct or assess the problem. 
  15. Cancellation 
    1. The Customer must provide the Contractor with at least 24 hours’ notice prior to the Service Time if they wish to suspend, postpone or cancel the Service for any reason;  
    2. If the customer wants to cancel the cleaning contract for some reason- must give the Contractor 2 (two) weeks written notice for cancellation by email (info@newvisioncleaners.co.uk). If this not happen – the Customer has to pay the full outstanding amount; 
    3. In the event that such notice has been given, the Contractor will endeavour to reschedule the Service if required;  
    4. Domestic cleaning: You agree to pay the full price of the cleaning visit if you cancel or change the date/time less than 24 hours prior to the scheduled appointment. You agree to pay the full price of the cleaning visit
      if no one home to let them in; or a problem with your keys. If keys are provided, they must open the lock without any special efforts or skills.  
  16. Cancellation by us
    1. We reserve the right to cancel the contract between us if:  
    2. We have insufficient staff to fulfil the booking you have ordered;  
    3. We do not cover your area; or  
    4. One or more of the services you ordered was listed at an incorrect price due to a typographical error;  
    5. If we do cancel your contract, we will notify you by email within 14 days of your booking;   
    6. Notwithstanding the foregoing, nothing in these terms and conditions is intended to limit any rights you might have as a consumer neither under applicable local law or other statutory rights that may not be excluded nor
      in any way to exclude or limit our liability to you for any death or personal injury resulting from our negligence;  
  17. Availability 
    1. All services are subject to acceptance and availability. If the service you have booked is not available, we will contact you by email or phone (if you have given us details). You will have the option either to
      wait until the service is available or to cancel your booking.  
  18. Price 
    1. All prices are exclusive VAT and are subject to VAT 
  19. Privacy policy 
    1. The Customer acknowledges that any information provided by the Customer may be used by the Contractor for the purpose of providing the Service. The Contractor agrees not to share any information provided by the
      Customer with any third party not directly involved in the provision of the Service (unless required to do so by law).  
  20. Changes to this agreement 
    1. The Contractor reserve the right to update or modify these terms and conditions at any time.


By ordering THE CONTRACTOR by telephone, e-mail, or website the customer agrees to be bound by THE CONTRACTOR’ Terms and Conditions.