Terms of Service

Terminologies & Definitions

SERVICES

REGULAR DOMESTIC CLEANING

• The customer agrees to sign and return the Agreement and Direct Debit forms to Whitestone Cleaning prior to the first cleaning visit.
• The customer agrees to pay the monthly fee via Direct Debit instruction or Standing Order
• Any failed or rejected payments will incur a £50 administration charge
• Whitestone Cleaning reserves the right to suspend cleaning services if monthly payments are missing or if paper work is not returned to Whitestone Cleaning prior to the first cleaning visit
• Minimum duration of 2 hours per cleaning visit applies for all domestic cleaning services.
• The sales advisors can only give a rough estimate of the duration of the cleaning service, which is based on a basic description of the customer’s house. Please note that duration may vary therefore a degree of flexibility is required.
• Customer agrees to provide a task list and all necessary cleaning detergents and equipment for the required work, unless other arrangements have been made with Whitestone Cleaning. All cleaning products and/or equipment should be safe and in full working order.
• If the customer does not have cleaning products and/or equipment and asks Whitestone Cleaning to purchase requested items on their behalf, customer understands that an applicable charge will be assessed. This charge is normally £2 per hours or at flat rate of £5 for the entire job if the cleaners have been booked for 3 hours or more and in any case, up to 5 hours after which an additional charge of £5 will apply for up to 5 hours maximum of the clean however, these prices are not fixed and may be less or more depending on the individual customer and their needs.
• If collection of key(s) is required from a location outside the postal code area of the cleaning scheduled, a £10 collection charge will apply. Whitestone Cleaning should be notified if this is going to be the case so the operator can be informed in advance.
• Whitestone Cleaning will not be responsible for triggering any alarm or security systems. Customer should give any special instructions for deactivation/activation of any household alarm and/ or security systems.
• 30 days minimum contract length applies for Regular Cleans.
• The customer understands that the price quoted over the phone or email does not include anything apart from cleaning and ironing labour.
• The client understands that additional Parking and Congestion charge may apply which will be automatically charged to the customers card on file and an invoice sent to the customer.

END OF TENANCY CLEANING

• Whitestone Cleaning reserves the right to amend the initial quotation, should the client’s original requirements change.
• If collection of key(s) is required from a location outside the postal code area of the cleaning scheduled, a £10 collection charge will apply. Whitestone Cleaning should be notified if this is going to be the case so the operator can be informed in advance.
• The customer understands that the price quoted is not a “package deal” and includes only cleaning labour.
• Minimum duration of 4 hours per cleaning visit applies.
• The client understands that Whitestone Cleaning does not guarantee the tenant will receive their deposit back from their landlord or management company after the clean.
• Customer agrees to provide a task list and all cleaning detergents and equipment (vacuum cleaner, mop, bucket and portable ladder) required to carry out the service, unless other arrangements have been made with Whitestone Cleaning. All cleaning equipment provided by customer, should be safe and in full working order.
• The sales advisors can only give a rough estimate of the duration of the cleaning service, which is based on a basic description of the customer’s house. Please note that duration may vary therefore a degree of flexibility is required.
• If the customer does not have cleaning products and/or equipment and asks Whitestone Cleaning to purchase requested items on their behalf, customer understands that an applicable charge will be assessed. This charge is normally £2 per hours or at flat rate of £5 for the entire job if the cleaners have been booked for 3 hours or more and in any case, up to 5 hours after which an additional charge of £5 will apply for the remainder of the clean however, these prices are not fixed and may be less or more depending on the individual customer and their needs.
• 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.
• The client understands that additional Parking and Congestion charge may apply which will be automatically charged to the customers card on file and an invoice sent to the customer.

ONE-OFF CLEANING / SPRING CLEANING

• Whitestone Cleaning reserves the right to amend the initial quotation, should the client’s original requirements change.
• Minimum duration of 3 hours per cleaning visit applies.
• Customer agrees to provide a list of tasks and all cleaning detergents and equipment needed for the required work, unless other arrangements have been made with Whitestone Cleaning.
• All cleaning equipment should be safe and in full working order.
• If the customer does not have cleaning products and/or equipment and asks Whitestone Cleaning to purchase requested items on their behalf, customer understands that an applicable charge will be assessed. This charge is normally £2 per hours or at flat rate of £5 for the entire job if the cleaners have been booked for 3 hours or more and in any case, up to 5 hours after which an additional charge of £5 will apply for the remainder of the clean however, these prices are not fixed and may be less or more depending on the individual customer and their needs.
• If collection of key(s) is required from a location outside the postal code area of the cleaning scheduled, a £10 collection charge will apply. Whitestone Cleaning should be notified if this is going to be the case so the operator can be informed in advance.
• The customer understands that the price quoted is not a “package deal” and includes only cleaning labour.
• The sales advisors can only give a rough estimate of the duration of the cleaning service, which is based on a basic description of the customer’s house. Please note that duration may vary therefore a degree of flexibility is required.
• The customer is advised that an end of tenancy cleaning may take double the length of time required for a general cleaning. Post Construction/ After Builders Cleaning, Post Party Cleaning or Badly neglected homes may take up to three times longer than a well-maintained home requiring general cleaning.
• The client understands that additional Parking and Congestion charge may apply which will be automatically charged to the customers card on file and an invoice sent to the customer.

COMMERCIAL CLEANING SERVICE (REGULAR OR ONE-OFF CLEANING)

• Whitestone Cleaning reserves the right to amend the initial quotation, should the client’s original requirements change.
• For regular cleaning, a monthly direct debit must be arranged by completing the direct debit instruction form which Whitestone Cleaning will provide.
• Direct debit payments will be taken once a month in advance of the arranged clean on the date agreed with the client.
• To cancel the regular cleaning agreement, a 30 day notice should be given to Whitestone Cleaning in writing sent via email to info@whitestonecleaning.co.uk with the customer ID in the subject field.
• The client understands that additional Parking and Congestion charge may apply which will be automatically charged to the customers card on file and an invoice sent to the customer.

MATTRESS, CARPET & UPHOLSTERY CLEANING

• Whitestone Cleaning reserves the right to amend the initial quotation, should the client’s original requirements change.
• All mattress, carpet and upholstery cleaning orders are subject to £50.00 minimum call out charge.
• If collection of key(s) is required from a location outside the postal code area of the cleaning scheduled, a £10 collection charge will apply. Whitestone Cleaning should be notified if this is going to be the case so the operator can be informed in advance.
• The client understands that additional Parking and Congestion charge may apply.

ALL OTHER SERVICES NOT LISTED SPECIFICALLY

General Terms of Service Apply as stated above unless the Client is informed in writing or Whitestone Cleaning changes or updates its Terms of Service.

PAYMENTS

• Payment is requested at the time of booking via available methods (any work will not commence unless payment is made in full)
• Whitestone Cleaning will not share the customer’s payment details with a third party.
• The Customer agrees that any outstanding amount owed to Whitestone Cleaning can be charged from the debit/credit card the customer has provided at the time of the booking.
• Customer understands that any ‘late payments’ may be subject to additional charges.
• If payment is not made after 30 days of invoice then the account will be passed to our collections agency, after which a charge of 15% 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 charges.

COMPLAINTS AND CLAIMS

• The customer accepts and understands that poor service, breakage/damage or theft must be reported within 24 hours from the service date in writing. Failure to do so will entitle customer to no refunds or recovery cleanings.
• Whitestone Cleaning requires the presence of the customer or his/hers representative in the beginning and at the end of the cleaning session so an inspection can be carried out and if any corrections are required, this should be raised and re-works should be carried out on the same day.
• 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.
• Whitestone Cleaning may take up to 7 working days to respond to a complaint.
• Whitestone Cleaning will not accept a complaint based on an Inventory check report, filed more than 24-hour after the cleaning session.
• Complaints are accepted in writing only by email. Complaints must be reported on completion or with 24 hours of the clean being completed.
• 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.
• Key replacement/locksmith fees are paid only if keys are lost by our operatives. There is a £30 per household liability limit.
• Whitestone Cleaning agrees to keep all customers* information confidential.
• In case of damage, Whitestone Cleaning will repair the item at its cost. If the item cannot be repaired, Whitestone Cleaning will rectify the problem by crediting the customer with the item’s present actual cash value for a like-for-like replacement from a Whitestone Cleaning source upon payment of cleaning services rendered.

CUSTOMER SATISFACTION

• Customer understands that he/she is not entitled to any refunds.
• If the customer is not completely satisfied with a cleaning job, Whitestone Cleaning will re-clean any areas and items to customer’s satisfaction. Therefore, customer must allow the cleaner to be returned.
• Customer must be present at all times during the recovery-clean. Whitestone Cleaning reserves the right not to return a cleaner more than once.
• Whitestone Cleaning reserves the right to return a cleaner not more than once.

INSURANCE

• Whitestone Cleaning has Public liability insurance. The policy will cover any accidental damages caused by an operator working on behalf of Whitestone Cleaning, reported within 24 hours of service date in writing.
• There is a £350 excess on any claim, of which £150 are paid by the customer and £200 by Whitestone Cleaning.
• Whitestone Cleaning reserves the right to refuse to share any of the confidential company’s documents.
• Insurance cover does not include anything that may break down or stop working at any time such as: dishwasher, washing machine, oven, cookers, extractor fans, fridge, freezer, etc, any other items, instability of which the Client is already aware for such us bathroom appliances or any fixtures. The Client is obliged to warn the Company or the cleaner about appliances that are poorly fixed or not in full working order.
• All insurance claims matters need to be communicated in writing via email to info@whitestonecleaning.co.uk.

LIABILITY

• Whitestone Cleaning 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 products/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 or furniture 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 customer has got items which need special cleaning methods and special cleaning detergents, Whitestone Cleaning reserves the right to refuse the provision of the cleaning detergents.
• Whitestone Cleaning will advise the client to provide the specific cleaning detergents and to pass cleaning instructions to the sales advisors when placing the order or give instruction to the present cleaner;
• Whitestone Cleaning cannot recommend cleaning products/ detergents/equipment to be used regardless of whether the products/ detergents/equipment are being supplied by the Client or Whitestone Cleaning. Whitestone Cleaning will always use mainstream brand products. The customer should let Whitestone Cleaning know at the time of booking if they have any specific requirements or reservations of any products/detergents/equipment.

CANCELLATION

REGULAR DOMESTIC CLEANING

• Customer may cancel or adjust the time of a cleaning visit(s) by giving a minimum of 48 hours advanced notice.
• Customer agrees to pay the full price of a cleaning visit if the customer cancels or changes the date/time less than 48 hours prior to the scheduled appointment.
• Customer agrees to pay the full price of the cleaning visit in the event of a lock-out caused by our cleaners being turned away; no one at the property to let them in; or problem with customer’s key(s) or entry code(s).
• If key(s) or entry code(s) are provided, they must open the lock without any special efforts or skills.
• Customer agrees to pay the full price of one cleaning visit in case of a termination of the service if the customer has given less than one week advanced notice.
• If an initial deposit has been paid to Whitestone Cleaning then the customer agrees that deposit funds may be used to cover the cancellation fee.
• Customer may terminate the cleaning service by giving thirty calendar days (30 days) advanced notice in writing and specifying the last cleaning date and give a reason for the termination.
• Customer understands and agrees that any outstanding amount or debt owed to Whitestone Cleaning can be recovered from the payment source on file such as a valid credit or debit card which they provided the details to at the time of booking.

END OF TENANCY CLEANING:

• 48 hours notice is required if customer should either decide to cancel or re-schedule a cleaning appointment.
• Customer agrees to pay 50% 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.
• Customer agrees to pay the full price of the cleaning visit in the event of a lock-out caused by our cleaners being turned away; no one at the property to let them in; or problem with customer’s key(s) or entry code(s).
• If key(s) or entry code(s) are provided, they must open the lock without any special efforts or skills.
• If an initial deposit has been paid to Whitestone Cleaning then the customer agrees that deposit funds may be used to cover the cancellation fee.
• Customer understands and agrees that any outstanding amount or debt owed to Whitestone Cleaning can be recovered from the payment source on file such as a valid credit or debit card which they provided the details to at the time of booking.

ONE-OFF CLEANING:

• 48 hours notice is required if customer should either decide to cancel or re-schedule a cleaning appointment.
• Customer agrees to pay 50% 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.
• Customer agrees to pay the full price of the cleaning visit in the event of a lock-out caused by our cleaners being turned away; no one at the property to let them in; or problem with customer’s key(s) or entry code(s).
• If key(s) or entry code(s) are provided, they must open the lock without any special efforts or skills.
• If an initial deposit has been paid to Whitestone Cleaning then the customer agrees that deposit funds may be used to cover the cancellation fee.
• Customer understands and agrees that any outstanding amount or debt owed to Whitestone Cleaning can be recovered from the payment source on file such as a valid credit or debit card which they provided the details to at the time of booking.

COMMERCIAL CLEANING SERVICE (REGULAR OR ONE-OFF CLEANING)

• 48 hours notice is required if customer should either decide to cancel or re-schedule a cleaning appointment.
• Customer agrees to pay 50% 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.
• Customer agrees to pay the full price of the cleaning visit in the event of a lock-out caused by our cleaners being turned away; no one at the property to let them in; or problem with customer’s key(s) or entry code(s).
• If key(s) or entry code(s) are provided, they must open the lock without any special efforts or skills.
• If an initial deposit has been paid to Whitestone Cleaning then the customer agrees that deposit funds may be used to cover the cancellation fee.
• Customer understands and agrees that any outstanding amount or debt owed to Whitestone Cleaning can be recovered from the payment source on file such as a valid credit or debit card which they provided the details to at the time of booking.

CARPET AND UPHOLSTERY CLEANING:

• 48 hours notice is required if customer should either decide to cancel or re-schedule a cleaning appointment.
• Customer agrees to pay 50% 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.
• Customer agrees to pay the full price of the cleaning visit in the event of a lock-out caused by our cleaners being turned away; no one at the property to let them in; or problem with customer’s key(s) or entry code(s).
• If key(s) or entry code(s) are provided, they must open the lock without any special efforts or skills.
• If an initial deposit has been paid to Whitestone Cleaning then the customer agrees that deposit funds may be used to cover the cancellation fee.
• Customer understands and agrees that any outstanding amount or debt owed to Whitestone Cleaning can be recovered from the payment source on file such as a valid credit or debit card which they provided the details to at the time of booking.

MATTRESS CLEANING

• 48 hours notice is required if customer should either decide to cancel or re-schedule a cleaning appointment.
• Customer agrees to pay 50% 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.
• Customer agrees to pay the full price of the cleaning visit in the event of a lock-out caused by our cleaners being turned away; no one at the property to let them in; or problem with customer’s key(s) or entry code(s).
• If key(s) or entry code(s) are provided, they must open the lock without any special efforts or skills.
• If an initial deposit has been paid to Whitestone Cleaning then the customer agrees that deposit funds may be used to cover the cancellation fee.
• Customer understands and agrees that any outstanding amount or debt owed to Whitestone Cleaning can be recovered from the payment source on file such as a valid credit or debit card which they provided the details to at the time of booking.

ALL OTHER SERVICES NOT LISTED SPECIFICIALLY

General Terms of Service Apply as stated above unless the Client is informed in writing or Whitestone Cleaning changes or updates its Terms of Service.

In any case, the Client (domestic or commercial) may cancel any scheduled cleaning job (one-time or regular) with a minimum of 48 hours prior to the agreed start time or by Wednesday by 17:00 (5pm) if the clean is scheduled on a Saturday, Sundays or Monday without incurring a cancellation fee. A 50% cancellation fee of the total invoice value will apply if there is less than 48 hours remaining from the agreed clean to begin. All cancellations should be sent in writing via email to info@whitestonecleaning.co.uk

AFTER CANCELLATION OF THE CLEANING SERVICE

By entering into a service agreement with Whitestone Cleaning, the customer agrees that after the termination of the cleaning service he/she will not hire or use any domestic services provided by a present or past cleaner introduced to the customer by Whitestone Cleaning. If the customer wishes to hire or use domestic services provided by such a cleaner then he/she must pay a referral fee of £500 + the applicable amount of Value Added Tax (VAT).

Disclaimer and Limitation of Liability

It is our objective that all texts and images provided, read, and seen on this website are solely for information, training, educational purpose only. We do not desire to offend sense and mental sensibilities or our clients or customers. We hope that everything that you find in this page is helpful, informative, and interesting for you.

As a reminder, your use and share of information anywhere on this page are voluntarily given and acted by and from you. We also have to take responsibility for your data and details and ensure they are protected, secured, and safe always. Thus, we see to it that we shall continue to update all mechanisms and applications relevant to protecting your personal and professional information.

As further protection between our cleaning company and you as our client, it is imperative that you should be aware that not everything can be protected. Thus, we reserve the right for freedom from any liabilities incurred due to malicious transactions not emanating from us such as unsecured served at your end, viruses and other unsecured threats from your side, and other issues not related and coming from us when it comes to security and privacy.

As such, we guarantee that all information is exclusive to us. Should there be instances where third parties are able to access your site details, personal profile, and other important details not revealed to us, we are completely absolved from any form of liabilities unless expressed by law and investigations. We accept the fact that all data shared to us coming from you are correct, otherwise, we do not claim any form of liability should there be errors.

Furthermore, we do not accept any type of liability with regard to information that you provided to us whether it is provided directly, indirectly, attached, implied, or involuntarily given. By clicking on the accept button, we trust that you provided us all correct and relevant details. Whatever, misinformation, errors, or omission that you conducted we are not liable or accessory to whatever problems legal or not that you encountered while conducting business with www.whitestonecleaning.co.uk.

We do take reasonable measures to ensure the suitability and quality of the Cleaning Operatives, including, without limitation, conducting interviews, check previous employment references, obtaining proof of identity and address and obtaining documents to ensure the Cleaning Operatives have a right to work in the area they have applied for a vacancy. However, you acknowledge that, in carrying out any checks, we may be reliant on information supplied by third parties and we cannot guarantee that such information is accurate. We also cannot guarantee that any particular Cleaning Operative is suitable for your purposes and you use Cleaning Operatives at your own risk, although we may remove a Cleaning Operative from Whitestone Cleaning on the basis of any feedback you or other users provide in relation to that Cleaning Operative if we deem it appropriate, but are under no obligation to do so.

It is always our desire to satisfy our customer. In order for us to do so, it is imperative that you are familiar with our terms of Service. Otherwise, it is always a source for disagreements and discussions.

We would like to remind you that all phone conversations are recorded. This is for the benefit of Whitestone Cleaning and its clients.

As an added confidence, we will assure you that all our activities are documented for the purpose of a review (this may include images being taken of the areas cleaned). This is to ensure transparency of all the services provided by Whitestone Cleaning.