By placing an order either over the phone, email or website, the customer has a verbal or written agreement and is bound to Red Gallery Commercial Cleaners’ Terms and Conditions.
For the purpose of this Agreement:
1.1 Red Gallery Commercial Cleaners London is registered in England.
1.2 The term “Customer” means the customer whose details are stated on the ‘Cleaning Agreement’. The ‘Cleaning Agreement’ is emailed (or posted if email is not used) once a client has confirmed they would like to book a cleanin.
2.1 Red Gallery Commercial Cleaners shall introduce a cleaning subject to these terms and conditions and those of the ‘Cleaning Agreement,’ together these form the ‘Contract.’
2.2 Any changes to the duration of cleaning shall affect the payment to Red Gallery Commercial Cleaners, as per our current pricing.
2.3 The Agreement will be for a minimum initial period of 3 months as from the date of the first clean, specified on the ‘Cleaning Agreement.’ The Agreement shall continue thereafter on a month-to-month basis.
3.1 By placing an order the client agrees to these terms & conditions and the payment terms.
3.2 The customer agrees to pay the monthly fees as detailed on the ‘Cleaning Agreement’ via Standing Order. Standing orders must be arranged directly with your bank, our bank details are on the ‘Cleaning Agreement’ and attached below for your reference.
3.3 Any payments made to Red Gallery Commercial Cleaners by cheque will be subject to a £5/cheque administration charge.
3.4 Red Gallery Commercial Cleaners reserves the right to suspend cleaning services if payments are late.
3.5 Red Gallery Commercial Cleaners will email a monthly invoice for your records. This can also be paid by BACS, however please note our payment terms are 15 days.
3.6 Where payment by the customer is not received within 15 days of date of invoice Red Gallery Commercial Cleaners reserves the right to charge the customer a £20 late penalty charge to cover our associated administration costs.
3.7 If payment is not made after 30 days of invoice then the account will be passed to a collections agency, after which a charge of 20% plus VAT on top of the initial invoice due, 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.
4.1 A minimum duration of 2 hours per cleaning visit applies for all cleaning services.
4.2 Sales advisors can only give a rough estimate of the duration of the cleaning service, which may vary due to differing level of cleanliness. Please note that duration may vary therefore a degree of flexibility is required for the first couple of cleans to ensure the time is right for the tasks you wish to be carried out.
4.3 The Customer agrees to provide a task list and all necessary cleaning detergents and equipment for the required work, unless other arrangements have been made with Red Gallery Commercial Cleaners. All cleaning equipment should be safe and in full working order.
4.4 If the customer suspends or rearranges the cleaning day/time for any reason, the monthly fee is still payable, unless one month’s notice is provided.
4.5 If collection of keys is required from a location other than that of the cleaning scheduled, a fixed fee of £15 plus £0.60/mile for additional miles from our original journey will apply.
4.6 Red Gallery Commercial Cleaners will not be responsible for triggering any alarm systems. The Customer should give any special instructions for deactivation/activation of any alarm systems.
4.7 The customer understands that the price quoted over the phone or email does not include anything apart from cleaning labour.
4.8 The client understands that additional Parking and Congestion charges may apply.
5. CUSTOMER OBLIGATIONS
5.1 The Customer shall pay Red Gallery Commercial Cleaners fee promptly at the agreed rate.
5.2 The Customer shall provide a safe working environment for Red Gallery Commercial Cleaners at all times, and supply all suitable cleaning materials and equipment to allow Red Gallery Commercial Cleaners to perform their work to a good standard. Red Gallery Commercial Cleaners will email you a recommended list of products, however your expert may from time to time request suitable replacements.
5.3 The customer shall notify the office of any key, lock or alarm code changes.
6. Red Gallery Commercial Cleaners’ obligations
6.1 Red Gallery Commercial Cleaners shall introduce a cleaning expert in accordance with our ‘Cleaning Agreement’.
6.2 If your regular cleaning expert is; (1) Sick/ill (2) On holiday (3) Leaves for any other reason; then Red Gallery Commercial Cleaners will endeavor to offer you a suitable replacement as quickly and efficiently as possible.
6.3 We will arrange suitable cover for your cleaning when your regular cleaning expert has notified us of breaks in their service.
6.4 We will endeavor to offer you a replacement cleaner within 48 hours of your original cleaning time/date if your regular cleaning expert is ill. However, we cannot guarantee this if (a) There is no one in to let the replacement cleaner into the premises (b) There is not a key lock-box fitted to the property to gain entry.
6.5 If we are unable to provide you with a replacement cleaner we will refund part or all (as appropriate to the portion of time not used) of your monthly fee.
3. COMPLAINTS AND CLAIMS
3.1 The customer 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 customer to no refunds or recovery cleanings.
3.1.3 Red Gallery Commercial Cleaners may take up to 7 working days to respond to a complaint.
3.1.5 Complaints are accepted verbally over the phone and in writing (letter or email). Complaints must be reported on completion or in the following 24-hours.
3.2 Key replacement/locksmith fees are paid only if keys are lost by our operatives.
3.3 Red Gallery Commercial Cleaners agrees to keep all customers’ information confidential.
4.1 Red Gallery Commercial Cleaners has Public and Employer’s liability insurance. The policy will cover any accidental damages caused by an operator working on behalf of Red Gallery Commercial Cleaners, reported within 24 hours of service date.
4.2 There is £250 excess on any claim.
4.3 Accidental damage caused by cleaning experts up to £250 should be agreed with the cleaning expert. However, if there is a problem please liase with the Red Gallery Commercial Cleaners office.
5. CUSTOMER SATISFACTION
5.1 The customer understands that he/she is not entitled to any refunds.
5.2 If the customer is not completely satisfied with a cleaning job, Red Gallery Commercial Cleaners will re-clean any areas and items to customer’s satisfaction. Therefore the customer must allow the cleaner to be returned.
5.3 The customer must be present at all times during the recovery-clean. Red Gallery Commercial Cleaners reserves the right not to return a cleaner more than once.
6.1 Red Gallery Commercial Cleaners reserves the right not to be liable for:
6.1.1 Completing tasks which are not stated on a task list;
6.1.2 Cleaning jobs not complete due to: (1) a lack of suitable cleaning detergents and/or equipment in full working order, hot water or power; (2) unrealistic expectations on the cleaning tasks to be performed within the time.
6.1.3 Third party entering or present at the customer’s premises during the cleaning process;
6.1.4 Any damages caused by a faulty or not in full working order detergents/equipment supplied by the customer.
6.1.5 If the customer has got items which need special cleaning methods and special cleaning detergents, which have not been explained and highlighted to the cleaning expert.
7.1 Customer may terminate the cleaning service by giving one month (30 days) advanced notice in writing and specifying the last cleaning date and give reason.
7.2 The customer agrees to pay the full monthly fee regardless of one-off cancellations on their behalf.
7.3 Customer agrees to pay the full price of the cleaning visit in the event of a lock-out caused by our cleaners being turned away; no one at the premises to let them in; or problem with customer’s keys.
7.4 If keys are provided they must open the lock without any special efforts or skills.
7.5 AFTER CANCELLATION OF THE CLEANING SERVICE
7.5.1 By entering into a service agreement with Red Gallery Commercial Cleaners, the customer 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 customer by Red Gallery Commercial Cleaners. If the customer wishes to hire or use domestic services provided by such a cleaner then he/she must pay a referral fee of £500.
The relevant United Kingdom law shall govern these terms and conditions. By agreeing to be bound by them, the customer agrees to submit to the exclusive jurisdiction of the relevant courts of the United Kingdom. Red Gallery Commercial Cleaners reserves the right to make any changes to any part of these terms and conditions without giving any prior notice. Should any of the above clauses change all existing customers will be notified.
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