T's & C's

By becoming a VIP client you automatically agree to accept the terms and conditions below.

• Client expectations must be realistic. When performing standard cleaning, we offer excellent results. However, it is standard cleaning, not end of tendency style cleaning to create show home results. These services costs vastly more and take a lot longer to complete. Even though we perform standard cleans to a very high quality, the time frames do not allow us to create perfect areas within the home. Standard cleaning is a maintenance program to keep client's homes clean and tidy so that they do not need to do such an in-depth level of weekly cleaning themselves. If a client would like certain areas to receive more attention, then we can increase their cleaning time to achieve this. Home cleaning is very different to other forms of cleaning, such as hotel rooms etc. Hotel rooms are cleaned every day from the first day of use, and have no client's personal items, whereas home cleaning only occurs one a week or fortnight with lots of personal items to move/clean. Homes carry a build-up of hair and dust particles which are dislodged into the air when cleaning. Even though we aim to provide the highest of standards, small hairs and dust particles may settle on certain noticeable areas that attract dust after we have cleaned and left the room. These areas include black surfaces, sinks, toilets, baths and showers. We carry out check backs as often as is feasible; however, clients should accept that settling hairs and dust is out of our control and that that job has been completed to a high standard prior to this occurring. Homes vary from week to week. If one week the home requires more attention, all areas may not be completed to the usual high standard when the home is cleaner/tidier. We do achieve excellent results for standard cleaning; however, we do have time limits and this has to be taken into consideration.

• Note that on an initial clean we can allow up to 7 hours which is generally enough time for most homes. However, some homes may require the initial clean to be split into 2 sessions depending on how much work is required before standard cleaning can commence. We always know better once the first job has begun. When fully booked, initial deeper cleans may not be possible. In this instance, and depending on the current condition of the home, it may take a few regular sessions to get the property up to the best VIP standards. 

• When performing a regular, mid or deep clean, tough and ingrained stains such as spills, limescale, mould, built up mineral deposits on shower screens, tough dried on stains on floors, ingrained stains on carpets etc, are not guaranteed to be completely removed.

• Large and heavy items such as beds and wardrobes and large heavy couches will not be moved during a clean. Most couches and tables will be moved for a deeper clean during our 'deep cleans' but may be limited during a standard clean.

• Standard cleans will be completed as thoroughly as possible within a reasonable time limit. Elements such as high dusting, skirting boards and edges of carpets/hard flooring are completed when spot checking and as much as time allows.

• A certain amount of windows and window blinds (slat style) around the home will be polished and dusted during a standard cleaning, however interior window cleaning/full blind cleaning can be added onto a clean at extra cost if required by the client.

• TV screens are dusted on every occasion; however, it is wise not to use water on TV screens too often. TV screen smears and marks are not guaranteed to be removed during cleans although we try our best while trying to do this safely.

• It is the responsibility of the client to ensure that wall fixable items such as photos, painting, mirrors etc, are securely fixed onto the wall. We take every care when cleaning all items within a home, however, if wall fixtures are not sufficiently secured, The VIP Cleaning Company cannot be held responsible for any damages caused to these items or items damaged by these wall hangings if dislodged.

• Baths and showers will be left wet in certain areas. Please be careful when using these facilities shortly after our clean.

• If a bathroom does not have a toilet brush, we may leave one in that bathroom for us to use. Please leave this in the bathroom as we are unable to carry one around with us for hygiene reasons. If removed, toilets may not be cleaned properly.

• Some floors may be damp after mopping. Please be wary of this fact and careful on these surfaces.

• Bins will be emptied if the bin if at least half full, otherwise it will be left which helps to save on plastic bin bags. Bins will only be emptied if a client has an outdoor bin and it is accessible to our housekeeper to dispose of rubbish.

• Clients wishing to have their beds changed must leave the clean bedding on the stripped bed in order for the bed to be made. If one of our VIP housekeepers are asked to make beds, clean windows or other extra jobs, these will be completed for free if they can fit into the time allowed for the job to be completed. On these occasions, other tasks such as polishing, deeper vacuuming, high dusting and skirting boards may not be as thoroughly completed if the clean runs over time by too long due to these 'extra tasks'.

• All prices quoted for cleans are what we judge will be correct for a certain property. However, if a job takes considerably less or considerably more time to complete due to the size and current state of the house, the price will be amended accordingly on the invoice.

• If a client does not require an initial 'Deep Clean' a 'Mid Clean' will usually be conducted during the first clean in order to get the property to a high standard and ready for regular cleans. If the home takes longer to complete on the first clean then the price on the invoice will reflect this. Mid clean extra costs usually range between £20 - £ 40 but may be more or less depending on the starting condition of the home and the length of time required to bring the property up to regular cleaning standards.

• Homes with pets that shed a lot of hair may not be able to receive the same level of regular cleaning results compared to a home that has no pets. Clients should not expect to fully rid the home of all pet hairs.

• Cancellations, change of date or time should be given with at least 24 hours if at all possible. Changes cannot be guaranteed. Any cancellations may incur a retainer fee of 50% of the client's standard cleaning price. This retainer is to help cover the hours lost for their personal housekeeper and all business costs. We advise for clients who wish to cancel a clean to allow their housekeeper to come for 50% of the usual time and perform certain jobs in the home. Retainers will be added to the monthly invoice as required. Occasionally we may be required to change a date or time of a scheduled clean with little notice. The client will be contacted and informed about these changes.

• The VIP gifts provided are selected according to amount spent on the clean and the gifts may vary. The VIP Cleaning Company is not responsible for any adverse reactions from gifts due to a client's allergies. Our treat selection may contain dairy, wheat, gluten and traces of nuts. If unsure what edible gifts contain, please contact us before consuming. All pet treats are high quality from standard and recognised pet brands. If you are allergic to any ingredient, please let us know prior and we will not include this in your VIP gift hamper. Please act responsibly with VIP gifts and consume responsibly.

• VIP gifts will be left on the actual 10th clean whenever possible. Times and dates may vary. If we deem that a client is not using/consuming their gifts then these clients may no longer receive the gifts on future 10th cleans unless brought to our attention that they wish the gifts to continue.

• It is the responsibility of the client to ensure that security measures are in place, such as surveillance and lock box for key holding etc.

• When suitable, photos of our cleaning may be used for promotional material or the website. Clients may be notified prior to the usage. We will not use any images if asked not to by the client.

• Any client wishing for The VIP Cleaning Company to hold the keys to their property must provide us with a spare key. Keys will be returned to the client upon termination of cleaning services. A spare key may be cut for our use for spot checking of a client's home to ensure high quality cleaning is taking place. If this happens then both keys will be returned.

• The VIP Cleaning Company employees may arrive 15 minutes either side of the agreed cleaning time, due to the occasional clean taking longer and traffic etc. If the arrival time will be longer than this, you will be contacted by your cleaner.

• If more 2 VIP housekeepers do the clean together, the time spent in the home will be around half the time for a single VIP housekeeper.

• We have the right to refuse a job at the start of a clean or during a clean, if we deem the client's behaviour to be inappropriate, which includes hostility, rudeness or constant scrutinizing of our work. No refund will be given in these circumstances as we and our staff expect to be treated fairly when working.

• When running a promotion, any discount off a first clean is for clients wanting regular cleans and the client agrees to having a minimum of 3 cleans after the initial clean has taken place. If the client cancels before having 3 subsequent cleans then the price of 3 standard cleans will be charged. Discounts are only on cleans and does not include carpet cleaning, oven, fridge or any extras. Any promotions offered by VIP Cleaning York are offered when available and can be discontinued at any time.

• Unless previously agreed, and with extra payment, we will not clean up after parties or events. In cases where we deem spaces to be in unacceptable conditions that violate the terms and conditions, we will leave the unacceptable areas uncleaned with no refund.

• In terms of washing up, The VIP Cleaning Company will wash up an acceptable number of items (approx. 10 minutes worth) Anything that we feel is unacceptable, such as burnt on pans and too many items, will not be washed. Unless time permits, washing up will be left to drain rather that dried and put away.

• COVER/SICKNESS: When a VIP housekeeper is on holiday or off sick, a clean may be changed to another day/time, may be a shorter cleaning time or the clean may need to be cancelled on that occasion, returning to the usual routine once the VIP housekeeper returns to work. Each branch of The VIP Cleaning Company is a separate entity and have their own client lists and employees. Owners and employees of each branch do not cover other branches unless otherwise stated or agreed to do so from time to time when possible. Clients must accept that we are a small company and at times cleaning may need to be cancelled due to things such as holidays, appointments, sickness etc and may be short notice if due to sickness or emergency etc. We do try our very best to keep cancellations to an absolute minimum.

• During any periods of recruiting employees, there may be a gap in cleaning during the transition phase between housekeepers. We aim to keep this to a minimum. However, it is important for our clients that we select the best team members for the role, rather than recruiting just to fill the position as quickly as possible.

• Invoices are usually sent once per month by email to the client on the first few working days of each month requesting payment of the previous months cleans. Payment requested within 72 hours. Cash payments are also accepted.

• Prices of cleans may slightly rise without notice due to increased costs such as employee wages, business costs and general inflation.

• In the unlikely event that the property or items within are damaged by the cleaner, VIP will are the first option to rectify the problem/damage caused before considering work from a third party. If VIP are unable to rectify the damage, then a third party may be used and costs covered by VIP, only after agreeing to the terms. If these steps are not taken and a third party is used without the consent of VIP, VIP are not responsible to cover any costs incurred.