Domestic cleaning - T&C's

1. Definitions

1. 'iPolish', 'We', 'Us', 'Our' means iPolish Professional Cleaning Services;

2. 'Cleaner' or 'Our Cleaner' means a person carrying out cleaning services on behalf of iPolish;

3. 'Client' means the person to whom the cleaning services are provided by iPolish;

4. 'Service' means the agreed Service that iPolish and the Client contracted for. That can be one or combined more (but not limited to) of the following: regular domestic cleaning, a one-off deep cleaning, a one-off end of tenancy cleaning, after-builders cleaning, after-party cleaning, carpet cleaning, upholstery cleaning, oven cleaning, fridge cleaning;

5. 'Notice' means any written notice sent to and/or by iPolish, whether by email, text message or post, to notify of changes in the contract or to raise a complaint.

6. 'Site' - ipolish.co.uk website;

2. General

1. iPolish strives to match the requested needs of the Client when introducing a Cleaner for day, time and type of work that is required;

2. iPolish will introduce within a one-week period a new Cleaner as a replacement if the originally introduced Cleaner is not available due to illness or any other reason. All efforts will be made to ensure an immediate replacement is arranged;

3. The Client agrees that the price they have been quoted includes cleaning labour, cleaning materials and equipment, as detailed before signing up for iPolish services. Should the Client require any further services, a discussion with iPolish is required, and if additional services or cleaning materials are agreed upon, a new quote will be provided;

4. Estimates of time for completing a job are based on average time it takes to clean a property of similar size to that of the Client’s, and flexibility in relation to time is required on the Client’s part. It must be noted that one-off cleans may take longer to complete due to longer intervals between cleaning sessions, number and type of cleaning tasks required, when compared to the regular maintenance cleaning of the same property;

5. At the time of booking Client needs to notify us of any expensive items, including furniture, which may require specialist treatment or chemicals. This includes parquet and oak flooring, wooden work surfaces, and any other custom-made items.

6. Conditions of conducting any of our domestic services will depend on the selected type (as well as payment and cancellation), will take place according to the quote provided, and the provisions of these Terms and Conditions as listed below.

7. Unless the Client explicitly withdraws permission in writing, our Cleaners and staff are allowed to take pictures or videos of the property as a proof of performance;

8. Minimum booking hours for a regular service is 2 hours, for one-off cleans it's minimum 3 hours;

9. Each Cleaner carries out the requested work for the Client during the agreed day and time;

10. The contracted Client agrees to pay the full agreed amount for the cleaning visit, right after the cleaning has been conducted or before. Accepted payment methods: cash, major credit/debit cards, bank transfer;

3. Terms of service

1. iPolish registers each Cleaner before introducing them to the Client;

2. All Cleaners are fully vetted and trained by iPolish. Prior to starting work each Cleaner provides relevant documents including but not limited to passport, legal status confirmation and proof of address, DBS check is carried out;

3. Cleaners may not empty rubbish bins unless requested to do so due to confidentiality and will not throw away any items left around, under, on top or besides the designated bins;

4. Cleaners are not allowed to hand-wash any items of clothing belonging to the Client. Our Cleaners can only use a washing machine for such tasks;

5. Cleaners will not lift any heavy furniture or work at height more than a regular domestic step-ladder with no more than three steps;

6. All fragile and highly breakable items must be secured or removed;

7. For carpet and upholstery cleaning, effectiveness of the stain removal products depends on what caused the stain and how long ago. In most cases, we can clean even old stains without leaving a trace, however it is not guaranteed.

8. For end-of-tenancy cleans the property must be cleared of personal belongings. Any pets must be taken away and shall not be present at the property after the completion of the service. No heavy items of rubbish must be left at the premises. For after-builders cleans, the works must be finished at least 48 hours before the commencement of the cleaning session and there shall not be any workers still conducting building and repairs;

9. Return of keys after cancellation and settlement of account will be done by either the Cleaner during the last cleaning session, recorded delivery (free of charge and after Clients’ authorisation) or guaranteed next day delivery (payable by the Client);

10. Abusive, offensive behaviour, harassing, are unacceptable and will not be tolerated, whether verbal, physical or visual. This includes any demeaning, insulting or intimidating behaviour directed at any Cleaner or Employee of iPolish, related to race, colour, gender, national origin, age, religious creed, physical or mental disability, marital status, pregnancy, sexual orientation, veteran status, citizenship or another characteristic protected by law. If any such behaviour or conduct is discovered, whether directly or indirectly, the contract will be terminated with immediate effect and no refunds will be due; 

11. iPolish has a comprehensive insurance policy in place covering damage to Client’s property, theft and Cleaners personal injury. iPolish public and product liability is £5m. All claims are subject to an excess of £500 payable by the Client. Any incident must be reported to iPolish within 24 hours of the cleaning session. 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,. The Client is obliged to warn iPolish or our Cleaner about appliances that are poorly fixed or not in full working condition. Items excluded from liability are: cash, jewellery, items of sentimental value, art and antiques. iPolish reserves the right to refuse to share any of the confidential company's documents.

12. In some, rare cases there may be a need for an adjustment of the quote (depending on how dirty the property is, extra work required etc.).

4. Payments, fees and cancellations

4.1. Regular cleaning

1. iPolish receives its fee for regular cleaning, from the Client as a weekly, fortnightly or monthly payment, paid in advance, or right after completion of the cleaning session (not later than 8pm on the day of the clean), unless agreed with the Client otherwise;

2. Client can cancel the Service by giving iPolish two week's notice in writing for weekly cleaning, and by giving one month's notice in writing for fortnightly cleans;

3. iPolish reserves the right to amend and increase prices and fees, to reflect market conditions and cost of providing the service. Appropriate notice will be served to the Client in due course;

4. iPolish reserves the right to cancel the contract if no cleaner can be allocated due to availability, time of the day or day of the week. If no mutual consensus has been reached between iPolish and the Client or due to any other reason the service cannot be performed, iPolish reserves the right to terminate the contract with immediate effect. Any missed sessions preceding the termination date will be refunded to the Client;

5. No refund claims will be entertained once the cleaning service has been carried out. Cleaner’s wage must be paid regardless of Client's type of payment;

6. No refunds will be made to cover sessions during the notice period and no refund requests will be entertained during the first month of service;

7.  All refunds must be claimed within 7 days after the due date of the pre-arranged cleaning session;

8. Client must pay late cancellation fee for cancelling or rescheduling a visit with less than 48 hours of the scheduled cleaning. The fee is 50% of the total price of the cleaning session. For cancellations withing less than 24 hours, full payment is required. The same fee applies if the Cleaners are unable to gain access to the Client’s home, through no fault of our Cleaner;

4.2 One-Off Cleaning Services

1.  Refunds for any one-off cleaning sessions will not be granted, however a free re-cleaning session will be arranged to satisfy the Client’s requirements. Appropriate claim must be made within a 24-hour period after the completion of the service;

2. For one-off cleaning sessions refund will be issued if a Cleaner does not attend a cleaning visit, payment for which has been already collected by iPolish;

3.  Should the Client have any complaints or comments as to the quality of the one-off cleaning service, iPolish strives, when it is possible, to offer a re-clean session of the areas which need particular attention and deliver an excellent service to the Client. However, a re-cleaning session is conducted at the expense of iPolish and shall never be more than 50% of the length of the original one-off cleaning;

4.  There is a late cancellation/lock-out fee of 50% of the agreed payment amount, for cancelling or rescheduling a visit within less than 48 hour notice for one-off Clients. The same fee applies if the Cleaners are unable to gain access to the Client’s home, through no fault of our Cleaner or if the condition of the property can be described as “extreme” (see Clause 6 below);

5.  Shall the Client book an After-Building Clean with iPolish and any such cleaning gets rescheduled more than twice through no fault of iPolish, the Client accepts and agrees to pay a delay charge of £20.00 for the rearranging of the After-Building Clean;

6.  The one-off session will not be carried out if the condition of the property can be described as "extreme", which could be excessively soiled, contaminated with animal or insect infestations or feaces, rotten food or hoarder properties. iPolish reserves the right to cancel the session and charge a £30.00 cancellation fee;

4.3 Payments not received

1. Payment must be made on completion of the cleaning session. Client can pay by cash, debit card or bank transfer. iPolish has a “no payment/no clean” policy. Any late payments will be subject to additional charges. If payment is not made within 3 days of the clean, there will be 30% of the original invoice amount, added to the balance due.

2. If iPolish is forced to refer the Client’s account for debt collection to a third party, then extra costs may be added to the outstanding amount by the debt collecting company;

5. Limitation of liability

1. Nothing excludes or limits iPolish liability for death or personal injury caused by our negligence, or for any matter which it would be illegal for iPolish to exclude or attempt to exclude its liability, or for fraud or fraudulent misrepresentation or due to a breach of the terms implied by Part II of the Supply of Goods and Services Act 1982;

2. Subject to this, our total liability howsoever arising in connection with these terms, the provision of the cleaning services or the agreement between Client and iPolish shall be limited to £5,000,000 and iPolish shall not be liable for any losses or claims for compensation which do not arise as a direct result of the provision of the cleaning services by iPolish to the Client. Corrections on the above terms and conditions can be made with the mutual agreement of iPolish and the Client; these can be sent to iPolish via email or post;

3. iPolish shall not be liable under any circumstances for any loss, expense, damage, delay, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Client arising from or in any way connected with a late arrival of our Cleaners at the Service address. Cleaners endeavour to be right on time on any visit but sometimes due to transport-related and other problems which are beyond iPolish control. Cleaner may arrive with a delay or the cleaning visit may be rescheduled;

4. iPolish shall not be liable under any circumstances for any loss, expense, damage, delay, costs or compensation, whether direct, indirect or consequential, which may be suffered or incurred by the Client arising from or in any way connected with:

4.1.  A cleaning job not complete due to the lack of hot water or electricity;

4.2.  Third party entering or present at the Client’s premises during the cleaning process;

4.3.  An existing damage to Client’s property in the form of old stains/burns/spillages etc. which cannot be cleaned/removed completely by the Cleaner using the Client’s cleaning equipment and materials;

4.4.  Any damages caused by faulty or not in full working order equipment or materials supplied by the Client;

4.5.  If the Client has booked a carpet cleaning with us, we cannot be held liable if any stains and/or dents on the carpets cannot be removed in the course of the cleaning process. Client understands and agrees that some stains cannot be removed completely and iPolish does not have any responsibility to provide further cleaning or refunds in case any stains cannot be removed;

4.6.  Any damages worth £500.00 or less;

5. iPolish shall not be liable under any circumstances for any loss, expense, damage, delay, costs or compensation, whether direct, indirect or consequential, which may be suffered or incurred by the Client arising from or in any way connected with iPolish carrying out services for the Client if the Client has an outstanding amount aged 30 days or more from the date the payment was due;

6. Reporting a damage

1. In the event of damage, this must be reported to iPolish within 24 hours of the end of the pre-booked cleaning session. Client must report the damage by sending an email to info@ipolish.co.uk;

2. Due to insurance considerations, the Client must provide all relevant information about the damage and photographs as evidence where applicable;

3. Damage cases can initially be reported via email, as well as all following information must be submitted for clarity, and to ensure a written record of the communication;

4. Within 24 hours of the initial report, iPolish must be provided with the full information requested. Without this further information, iPolish may be limited in their ability to investigate and that may affect the form of compensation that can be offered.

5.  iPolish shall not be liable for any damage due to faulty goods, ordinary ‘wear & tear’, or as a result of reasonable use of any cleaning equipment and products;

6. Claims are handled by our Insurer and the Client will be notified about the procedures and requirements by the Insurer in due course.

7. Cleaning Express shall not be liable for any damages as provided in Clause 5 “Limitation of Liability” of these Terms and Conditions.

7. The law

This agreement shall be subject to the Laws of England and Wales and the parties submit to the jurisdiction of the Courts of England and Wales;

 8. Intellectual property

The iPolish name, logo, all product names, company names, and other logos, as well as all social media presence, unless otherwise stated, are trademarks/property of iPolish. Use or misuse of them or any other materials contained on the Site, without the prior written permission of their owner, is expressly prohibited.

Last modified 23/03/2023