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, dust and spiders creating new webs 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.
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.
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.
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.
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.
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.
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, car troubles 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. Any client is more than welcome to have cover from another company/agency on these occasions, which we are provide contact details for is wished or you can use www.bark.com and post a free lead. Unfortunately, we are unable to personally provide any cover from outside our company as we are unable to control their standards or reliability.
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.
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.