Terms & Conditions

By scheduling a service, no matter whether you are doing this by the phone, email or via our website, you express your will to use our services, and you are bound to MS Proper Clean’ s Terms and Conditions

1. LIST OF PROCEDURES OFFERED BY MS PROPER CLEAN
A) ROUTINE DOMESTIC CLEANING
I. The client agrees to sign and return the Agreement and set up Standing order to MS Proper Clean before the first cleaning procedure.
II. MS Proper Clean reserves the right to suspend cleaning procedures if the client has not paid on time.
III. Each domestic cleaning procedure lasts minimum 2 hours.
IV. Our consultants can only give an approximate calculation of the duration of the cleaning procedure, which is based on the description of the client’s home, provided by the client.
V. Client agrees to give MS Proper Clean a list of tasks that have to be completed, as well as the needed preparations and equipment for the required work, unless other arrangements have been made with MS Proper Clean. The entire equipment, used for the process, has to be safe and in full working condition.
VI. In case the client is not equipped with the necessary cleaning products and asks MS Proper Clean to purchase the requested products on their behalf, customer has to be aware that he will be charged additionally for those products.
VII. MS Proper Clean will not be responsible for triggering any alarm systems. Customer is obligated to give any specific instructions for deactivation/activation of any household alarm systems.
VIII. The customer is informed that the given quotation over the phone or email does not include anything aside from cleaning and ironing services.
B) CLEANING AFTER TENANTS
I. MS Proper Clean reserves the right to change the premier quotation, if the client changes the original requirements.
II. The client is informed that the price quoted is not a “package deal” and in this price only cleaning labour is included.
III. The minimum duration of cleaning visit is 4 hours.
IV. Customer agrees to give MS Proper Clean a task list and all the necessary cleaning preparations and equipment needed to carry out the procedure, unless other arrangements have been made with MS Proper Clean. All the provided equipment by customer, has to be safe and in full working condition.
V. Our consultants can only give an approximate calculation of the duration of the cleaning process. It is based on a basic description of the customer’s home. You have to know that duration may vary depending on the level of contamination so you need to be flexible.
VI. If the client is not supplied with the necessary cleaning products, he will be charged extra £2 per hour. You should inform MS Proper Clean specialists about this at the time of scheduling the service.
VII. The client is informed that “Cleaning after tenants” procedure may take twice the time required for a general cleaning. Moreover, After Builders Cleaning, After Party Cleaning or Badly neglected homes may require three times more time than a well maintained home requiring general cleaning.
C) ONE-TIME CLEANING / SPRING CLEANING
I. MS Proper reserves the right to change the initial quotation, if the client’s original requirements change.
II. The cleaning visit lasts minimum 3 hours.
III. Client has to present the cleaners a task list, cleaning detergents and equipment needed for the required work, unless other arrangements have been made with MS Proper Clean.
IV. The cleaning equipment that will be used during the procedure should be safe and in full working condition.
V. If the client does not have all the necessary cleaning products that will be used for the cleaning procedure, MS Proper Clean will supply all needed detergents for extra £2 an hour. You should ask for this at the time of the booking.
VI. The client is informed that the price quoted, is not a “package deal” and only cleaning labour is included in it.
VII. Our consultants can tell you approximately how many hours the cleaning procedure will be. This calculation is based on the given description of the customer’s home. Keep in mind that duration may be different therefore a degree of flexibility is required.
VIII. The client should know that an end of tenancy cleaning may require twice more time than the one needed for a general cleaning.

2. PAYMENTS – SPECIFICS
A) Payment:
B) Can be made in cash or with check once the cleaning procedure is over
C) Can be made with debit or credit card over the phone. If payment is made by credit card 4% surcharge will apply.
D) Customer is informed that he may be charged additional fee for delaying the payment.
E) If the client does not pay the fee for the received service in 30 days time of invoice, then he will be passed to a collections agency.

3. COMPLAINTS AND CLAIMS
A) Our clients should inform MS Proper Clean about poor service, breakage/damage or theft within 24 hours from the service date. In case the customer doesn’t do so, he would not receive a refund or recovery cleanings.
B) MS Proper Clean requires the client to be present at the beginning and at the end of the cleaning procedure in order to inspect the work done.
C) 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.
D) MS Proper Clean may need up to 7 business days to respond to a complaint.
E) A complaint based on an Inventory check report, filed more than 24-hour after the cleaning session will not be accepted by MS Proper Clean.
F) You can make a complaint over the phone and in written form. It is important to remember that complaints must be reported on completion or in the following 24-hour.
G) If there are any fragile and highly breakable items at your home they have to be removed or protected. Items excluded from liability are: cash, jewellery, art and antiques.
H) Key replacement/locksmith fees are paid only if keys are lost by our operatives. There is a £30 per household liability limit.
I) MS Proper Clean agrees to keep all the information, received by the client, confidential.
J) If there is something damaged during the cleaning procedure, MS Proper Clean will repair it at its cost. In case the item cannot be repaired MS Proper Clean will pay the client the present actual cash value of the item.

4. INSURANCE
A) MS Proper Clean has a Public and Employer’s liability insurance. The policy will cover any accidental damages caused by an operator working on behalf of MS Proper Clean. The damages must be reported within 24 hours of cleaning procedure’s date.

5. CUSTOMER SATISFACTION
A) Customer understands that he/she is not entitled to any refunds.
B) If the client is not absolutely content with the cleaning procedure, MS Proper Clean will clean again any areas and items to client’s satisfaction. This means that the client must allow the cleaner to be returned.
C) Customer must be present at all times during the recovery-clean.
6. LIABILITY
A) MS Proper Clean reserves the right not to be liable for:
B) Taking care for tasks that are not included in the task list, provided by the customer;
C) Cleaning jobs because the needed cleaning preparations and/or equipment have not been provided;
D) Third party entering or present at the customer’s premises during the cleaning visit;
E) Wear or faded colors of the fabric that have become more visible once the item has been cleaned;
F) Failing to cope with permanent stains that cannot be eliminated applying typical carpet cleaning processes;
G) Old stubborn stains/damages that cannot be eliminated with the help of the provided by the client preparations and equipment or cannot be removed with the help of typical carpet cleaning equipment;
H) Any damages that are result from a faulty or not in full working order preparations/equipment provided by the client.
I) If the client has some items that need specific type of treatment, MS Proper Clean reserves the right to refuse the provision of the cleaning detergents.
J) If the item requires special cleaning agent, the client should provide the cleaner with this product and give him the necessary instructions how to use it

7. CANCELLATION
A) ROUTINE DOMESTIC CLEANING
I. Client has the right to cancel the service or schedule it for another day/hour, giving at least 24 hours advanced notice.
II. In case the client cancels the service or changes it for another day/hour less than 24 hours prior to the scheduled appointment, he is obligated to pay the full price of the service.
III. If the client has not provided our cleaners access to the dwelling, he is obligated to pay the full price of the service. The reason for this may that there is nobody home to open the door or there is a problem with the keys for the customer’s home.
IV. If the client has provided our cleaners with keys, they need to be in good working condition. Our cleaners should open the lock without any special efforts or skills.
V. Client has to pay the full price of a cleaning procedure in case of a termination of the service if the client has given less than 1 week advanced notice.
VI. Client has the right to terminate the cleaning service by giving MS Proper Clean 30 days (calendar) advanced notice in written form and specifying the date of the last cleaning visit.
B) CLEANING AFTER TENANTS:
I. Client has the right to cancel or re-schedule the cleaning visit 48 hours before the procedure.
II. Client is informed he has to pay 40% of the quote as a cancellation fee in case he cancel the cleaning visit or schedule it for another day/hour in less than 48 hours prior to the scheduled visit.
III. Client is informed he has to pay 40% of the quote as a cancellation fee in the event of a lock-out cased by not providing access to the dwelling that has to be cleaned.
IV. If the client has provided our cleaners with keys, they need to be in good working condition. Our cleaners should open the lock without any special efforts or skills. If a deposit has been paid to MS Proper Clean, then the client agrees that the deposit may be used to cover the cancellation fee.
C) ONE-TIME CLEANING:
I. Client has the right to cancel the service or schedule it for another day/hour, giving at least 48 hours advanced notice.
II. Client is informed he has to pay 40% of the quote as a cancellation fee in case he cancel the cleaning visit or schedule it for another day/hour in less than 48 hours prior to the scheduled visit.
III. Client is informed he has to pay 40% of the quote as a cancellation fee in the event of a lock-out cased by not providing access to the dwelling that has to be cleaned.
IV. If the client has provided our cleaners with keys, they need to be in good working condition. Our cleaners should open the lock without any special efforts or skills. If a deposit has been paid to MS Proper Clean, then the client agrees that the deposit may be used to cover the cancellation fee.
D) CLEANING OF CARPETS AND UPHOLSTERED FURNITURE:
I. Client has the right to cancel the service or schedule it for another day/hour, giving at least 48 hours advanced notice.
II. Client is informed he has to pay 40% of the quote as a cancellation fee in case he cancel the cleaning visit or schedule it for another day/hour in less than 48 hours prior to the scheduled visit.
III. Client is informed he has to pay 40% of the quote as a cancellation fee in the event of a lock-out cased by not providing access to the dwelling that has to be cleaned.
IV. If the client has provided our cleaners with keys, they need to be in good working condition. Our cleaners should open the lock without any special efforts or skills. If a deposit has been paid to MS Proper Clean, then the client agrees that the deposit may be used to cover the cancellation fee.
E) WHAT HAPPENS IF YOU CANCEL MS PROPER CLEAN SERVICES
I. After cancelling the services of MS Proper Clean, customer agrees not to hire a cleaner introduced him by MS Proper Clean. If he does this, then he is obligated to pay a referral fee of £500.

MS Proper Clean reserves the right to make any changes to any part of these terms and conditions without giving any prior notice.