Supreme Clean Family 
TERMS OF USE

By ordering Supreme Clean Family Ltd services by telephone, e-mail, or the company website the Client agrees to be bound by these terms and conditions.​​

1. REGULAR DOMESTIC AND COMMERCIAL CLEANING SERVICES
 
1.1 Supreme Clean Family Ltd reserves the right to suspend cleaning services if monthly payments are missing.
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1.2 If any estimates of how long it will take our employees to do the job are provided, this is only an estimate based on the average time it takes to clean a home or office of similar size, the client understands it is difficult to estimate precisely how long such tasks may take and that a degree of flexibility may be required.
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1.3 Client agrees to provide a list of tasks needed for the required work, unless other arrangements have been made with Supreme Clean Family Ltd. If the Client does not have cleaning materials and asks Supreme Clean Family Ltd to purchase requested items on their behalf, he/she understands that an applicable charge will be assessed.
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1.4 All cleaning equipment should be safe and in full working order.
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1.5 Client understands that the price he/she has been quoted does not include anything else apart from labour unless stated otherwise.
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1.6 If an operative from Supreme Clean Family Ltd needs to collect keys from a third party's address outside the postal code of the premises where work is to be carried out then a £10.00 charge will apply.
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1.7 Supreme Clean Family Ltd will not be responsible for triggering any alarm systems. Customers should give any specific instructions for deactivation/activation of any household/commercial alarm systems prior to the service date.
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1.8 Supreme Clean Family Ltd reserves the right not to continue with the job if upon inspection, it is found that the material to be cleaned or treated is not suitable for cleaning or treatment. Supreme Clean Family Ltd will not be able continue with the job if; water or power is not available or if there is interference in the work from the Client or any other person.
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1.9 The quote given may change upon inspection of the property. If this is the case, Supreme Clean Family Ltd will contact the client immediately to re-negotiate the price before any works are carried out. 
 
2.  END OF TENANCY CLEANING, ONE-OFF CLEANING AND AFTER BUILDERS CLEANING
 
2.1 If any estimates of how long it will take our operatives to do the job required are being provided, that is only an estimate based on the average time it takes to clean a property of similar size to the Client’s. It’s difficult to estimate precisely how long such tasks may take and that a degree of flexibility may be required.
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2.2 All cleaning equipment provided by the Client should be safe and in full working order.
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2.3 The client understands that the price he/she has been quoted is not for a "package deal" and does not include anything apart from cleaning labour.
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2.4 End of Tenancy Cleaning, One Off/Spring Cleaning and After-build Cleans do not include the cleaning of: walls, ceilings, curtains, exterior windows, balcony, patio, gardens, washing up, laundry and professional carpet and upholstery cleaning.
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2.5 If an operative from Supreme Clean Family Ltd needs to collect keys from a third party's address outside the postal code of the premises where work is to be carried out then a £10.00 charge will apply.
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2.6 Supreme Clean Family Ltd will not be responsible for triggering any alarm systems. Customers should give any specific instructions for deactivation/activation of any household/commercial alarm systems prior to the service date.
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2.7 After-build cleaning, after party cleaning or badly neglected homes may take up to three times longer than a well-maintained home requiring the same service.
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2.8 Supreme Clean Family Ltd reserves the right not to continue with the job if on inspection, it is found that the material to be cleaned or treated is not suitable for cleaning or treatment. Supreme Clean Family Ltd will not be able continue with the job if; water or power is not available or if there is interference in the work from the Client or any other person.
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2.9 The quote given may change upon inspection of the property. If this is the case, Supreme Clean Family Ltd will contact the client immediately to re-negotiate the price before any works are carried out. 

3.   CARPET/UPHOLSTERY CLEANING SERVICES
 
3.1 All carpet/upholstery cleaning orders are subject to a £75.00 minimum call out charge.
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3.2 Supreme Clean Family Ltd reserves the right to amend the initial quotation should the Client's original requirements change.
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3.3 Differences more than 10% will be discussed with the Client prior to the start of the work.
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3.4 If an operative from Supreme Clean Family Ltd needs to collect keys from a third party's address outside the postal code of the premises where work is to be carried out then a £10.00 charge will apply.
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3.5 If the Client has a dog, cat or any other hairy animal slowing down the cleaning process an additional charge of up to 30% may be added to the service price.
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3.6 If water extraction is required due to flooding, an additional charge of up to 40% may be added to the service price.
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3.7 Any parking charges ascertained as a result of a failed parking permit/parking instructions will be added to the Client's invoice unless a different agreement has been made.
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3.8 Supreme Clean Family Ltd reserves the right not to continue with Terms and Conditions
Supreme Clean Family Ltd reserves the right to make any changes to any part of these terms and conditions without giving any prior notice.
 
 
4.    PAYMENTS
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4.1 The client will receive an invoice after work has been completed.
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4.2 Payment can be made in cash on completion of the service.
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4.3 Payment can be paid by cheque payable to Supreme Clean Family Ltd on completion of the service. If paying by cheque, cheque guarantee card is required, and the Client will be responsible for all bank and legal charges resulting from a dishonoured cheque.
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4.4 Payment can be made via bank transfer. Supreme Clean Family Ltd bank details will be present on the invoice sent to the client after the work has been completed. Supreme Clean Family Ltd will ensure the Client’s card details will not be shared with any third parties.
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4.5 Client understands that any ‘late payments’ may be subject to additional charges.
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4.6 If payment isn’t made after 30 days of invoice being sent then the account will be passed to a collection’s agency, an additional charge 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 amounts.
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4.7 All payments must be made in Great Britain Pounds.
 
5.    COMPLAINTS AND CLAIMS
 
5.1 Client accepts and understands that poor service, breakage/damage, or theft must be reported within 24 hours from the service date. Failure to do so will entitle clients to no refunds or recovery cleanings.
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5.2 Supreme Clean Family Ltd may take up to 5 working days to respond to a complaint.
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5.3 Complaints are accepted in writing (letter or email) or by phone. Complaints must be reported upon completion of the job or in the outlined 24-hour complaint period.
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5.4 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. High risk items may not be moved during cleaning, this is down to the discretion of Supreme Clean Family Ltd.
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5.5 Key replacement/locksmith fees are paid only if keys are lost by our operatives. There is a £30 per household liability limit.
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5.6 The Client should appreciate that carpets often will not have a consistent appearance after cleaning because of differences in wear and tear. Sunlight will sometimes cause fading in areas of the carpet and cleaning cannot rectify this. Stains are not always visible before dirt is removed and it may not be possible to remove those stains completely. Supreme Clean Family Ltd will use its best efforts to provide a good result but Clients are asked to be aware of these limitations which are common to all cleaning operations.
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5.7 In case of damage, Supreme Clean Family Ltd will try to repair the item/s if it agrees that it caused the damage. If the item/s cannot be repaired, Supreme Clean Family Ltd will rectify the problem through its insurance company by crediting the Client with the item/s if it is proven to be by our personnel.
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5.8 Supreme Clean Family Ltd reserves the right not to be responsible for: delay for a cleaning visit due to a traffic congestion, postponed service due to broken equipment, job not complete due to lack of hot water or power and suitable cleaning materials and/or equipment in full working order provided by the Client, third party entering or present at Client’s premises obstructing the cleaning process.
 
6.   INSURANCE
 
6.1 Supreme Clean Family Ltd has Public and Employer's liability insurance. The policy will cover any accidental damages caused by an operator working on behalf of Supreme Clean Family Ltd  reported within 24 hours of service date.
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6.2 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 of. The Client is obliged to warn the Company or the cleaner about appliances that are poorly fixed or not in full working order.
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6.3 Supreme Clean Family Ltd reserves the right to refuse to share any of the confidential company’s documents.
 
7.   CLIENT SATISFACTION
 
7.1 Client understands that he/she is not entitled to any refunds.
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7.2 If the Client is not satisfied with the cleaning service provided and a complaint has been placed in the stated 24 hours after the job has been completed, Supreme Clean Family Ltd reserves the right to return a cleaner and re-clean any areas and items. The Client must allow the cleaner to return at a time that is convenient.
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7.3 Supreme Clean Family Ltd reserves the right to return a cleaner no more than once.
 
8.   CANCELLATION
 
8.1 The Client may cancel the scheduled cleaning job up to 24 hours prior to the agreed start time.
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8.2 Client agrees to pay a flat rate cancellation fee of £45.00 if he/she cancels or changes the date/time less than 24 hours prior to the scheduled appointment.
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8.3 The Client agrees to pay the cancellation fee in the event of a lock-out, cleaners being turned away, no one available to let them in, no water or power available or due to any problems with the client’s keys. If keys are provided they must open the lock without any special efforts or skills.
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8.4 If an initial deposit has been paid to Supreme Clean Family Ltd then the Client agrees that deposit funds may be used to cover the cancellation fee.
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9.   FOLLOWING A CANCELLATION 

By entering into a service agreement with Supreme Clean Family Ltd, the Client 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 Client by the company. If the Client wishes to hire or use domestic services provided by such a cleaner, then he/she must pay a referral fee of £600.00.
 
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 authority of the relevant courts of the United Kingdom. Supreme Clean Family Ltd reserves the right to make any changes to any part of these terms and conditions without giving any prior notice.