Terms and Conditions
Please read carefully
By instructing us to carry out any service we offer, you agree to be bound by the Terms and Conditions of SparKlean Surrey Limited as set out below.
CARPET and upholstery CLEANING
Carpet cleaning prices do not include stain removal unless otherwise stated. This is a specialist procedure which would involve inspection of the stains prior to cleaning commencing. We will move furniture in order to clean your carpets unless discussed at time of quotation. It is the customers responsibility to remove any valuables or breakables from the room being cleaned. Larger, heavier items such as but not limited to bookcases, storage units, television units, computer desks etc… will need to be removed by the customer prior to our arrival if those areas are to be cleaned.
All upholstery will need to be surveyed prior to quotation to enable us to carry out specific tests and to check for damage, material, wear, stains etc…
A duty of care statement will be provided to customers after the clean is carried out to detail customers responsibilities for after care. This includes the following advice:
1. DAMP CARPET may cause slipping hazards, especially on stairs and when stepping from a damp carpet onto a hard, smooth surface such as tiled or vinyl-covered flooring. We advise you DO NOT walk on damp carpet. If you have to do so, please use extreme caution.
2. GOOD DRYING CONDITIONS are essential, so please leave windows and internal doors open to provide good air circulation and keep the room(s) warm during the winter months.
3. FURNITURE PROTECTOR PADS OR FOAM BLOCKS will have been put in place to prevent transfer of wood stain, varnish or rust from furniture legs to the freshly cleaned carpet. Please do not remove these until the carpet is perfectly dry as this kind of stain is very difficult to remove. Plastic castors or plastic furniture legs do not present a problem.
4. DYE TRANSFER from coloured socks, slippers or area rugs on damp carpet, or dyed clothing such as blue jeans on damp upholstery may leave permanent stains. Please ensure that the carpet or upholstery is perfectly dry before re-using it.
5. DRYING TIMES will vary according to the type of fibre, the atmospheric conditions and the ambient temperature, amongst other factors. It could be as little as 2 hours, but a thick, dense pile wool carpet may take up to 12 hours to dry.
6. UPHOLSTERED CUSHIONS may have been removed from your sofa both to ensure speedier drying and to avoid dye transfer. Do not replace them until both the cushions and the sofa/armchair are thoroughly dry. NEVER stand the cushions up against a radiator as this could cause permanent pressure marks.
7. CARPET AND UPHOLSTERY PROTECTIVE TREATMENTS also need to be perfectly dry before the carpet or furniture is re-used, otherwise they may not be fully effective.
STAIN TREATMENT
NO GUARANTEE can be given for complete removal of the stain(s). Be aware that the stain(s) will be treated according to the training and professional judgement of the technician and may be permanent/set into the fabric or carpet. The treatment may be unsuccessful. The treatment may be partially successful in that the stain may be improved but not completely removed. Some stains may react adversely to the stain removal products causing a PERMANENT colour change to the fibres, even though the technician will have pre-tested the product on both the stain and an inconspicuous, unstained part of the carpet. By accepting this quote, you are aware of the above limitations regarding the item being cleaned. You, the customer authorise SparKlean Surrey Limited to clean the item subject to the above limitations. You, the customer agree to pay in full, the amount agreed once treatment has been carried out whether or not the stain(s) are removed.
WINDOW CLEANING
Our pure water system works all year round, therefore weather conditions are not a valid reason to postpone our services unless otherwise agreed. We offer an all year round service. Cleaning takes place in most weather conditions including rain and low temperatures. Harsh weather conditions such as snow and high winds do effect our services and schedule as this has a safety impact on our technicians.
If we are unable to access any part of your property, we will only clean the accessible areas. Please contact us to arrange a mutually convenient day / time for us to return to clean the areas which were inaccessible. This may not be until the next clean is due.
To minimise this occurring, we do offer a text reminder service. Please ensure that we have an up to date mobile number and have your written permission to contact you. There is an opt-in box for this service on the quotation form which is completed on the initial quotation visit. If you wish to ‘miss’ a clean for any reason such as a holiday, please contact us prior to your next scheduled clean. You will not be charged for a ‘missed’ clean.
All cleaning services are quoted individually and in writing. We ask for customers to state clearly if services required are to be regular or intended as a ‘one-off’. Scheduled visits are either 6-8 weeks, 8-10 weeks or 10-12 weeks. Customers can decide the regularity based on these timings. If customers wish to alter the regularity of their clean, they must do so in writing and this will effect their cleaning price. The timings do allow for some flexibility due to staff holidays, sickness and bad weather can effect the cleaning schedule.
If payment is not regularly received, we reserve the right to remove you from the window cleaning round.
CUSTOMER REQUIREMENTS
Customers are to supply free of charge, electricity, water and drainage, as required to carry out any clean which requires it. The customer is obliged to provide our technicians, a safe working environment and need to ensure that access to the property is provided. A parking area for one vehicle needs to be provided. If a parking fee is to be made, this cost will be transferred to the customer.
ESTIMATES
Estimates are valid for 30 days from the sent date. If an estimate is based on the information provided to us prior to visiting the property and this information is incorrect, the the final price may differ. Either yourself or someone accountable for the property must be available to meet our representatives at the premises to discuss the quotation prior to work commencing in case of any difference.
PAYMENTS
Invoices are sent via email. Please ensure that you provide your email address to us directly or to the technician on the day. By providing your email address, you agree for us to contact you via email. By accepting a quotation, whether in writing or verbally, the person/Company named on the quotation or invoice agrees to pay the amount IN FULL on completion of the work. Payment must be made on receipt of the invoice unless otherwise agreed in writing. If we fail to receive monies owed within 60 days, we reserve the right to pass on your details to a collection agency to recover the debt. You will then be liable for all related charges, collection agency fees and court related fees.
Payment can be made via Direct Debit, Paypal, BACS, cheque or cash
BACS payments: This information is provided on your invoice
To set up a Direct Debit scheme please use the following link: https://pay.gocardless.com/AL000158S63D4Q
Paypal: This information is provided on your invoice
Cheque: Please write your full address on the back of the cheque and post to our registered address found on your invoice.
Cash: Cash is accepted on the day of the clean, either pay the technician in person or leave the monies in a pre-arranged safe place.
Please use your address as the reference in all cases.
COMPLAINTS
If no written notice of complaint is received to SparKlean Surrey Limited, it shall be assumed for all purposes that the services stipulated have been performed to the satisfaction of the client. Complaints need to be made in writing promptly within 48 hours of the occurrence of the deficiency in the work carried out. Any complaint made will be properly investigated and we will take suitable action necessary to rectify the complaint.
RIGHT TO REFUSE WORK
SparKlean Surrey Limited reserve the right to refuse work. Any decision and reasoning to do so will be communicated to the customer. If a pre-payment has been accepted, then this will be returned to the customer.
The Company will not be liable to make good or pay damages to the customer for any loss or damage whether direct or indirect and howsoever arising. The only circumstances in which the Company shall be liable will be if damage is shown to have occurred as a result of the Company's negligence or lack of care.
We reserve the right to amend these terms and conditions without notice.