DCS Cleaning & Laundry Services Norfolk

Please read over our terms and conditions before booking a clean with DCS Cleaning Services.

These Terms and Conditions represent a contract between DCS Cleaning and the Client.

The Client agrees that any use of the Company’s services, including placing an order for services by telephone, fax, email, website forms shall constitute the Client’s acceptance of these Terms and Conditions.

End of Tenancy Cleaning is charged per job taking into account the current condition, number of rooms, bathrooms, WCs, shower rooms and en-suites. Please note that we do not charge per hour per cleaner and the number of operatives attending your property may vary.

The number of operatives in a team cannot affect the initially quoted price.

End of Tenancy / Pre Tenancy or Builders Cleans & Deep Cleans are based on a minimum 5 hour clean, If the cleaners are required to stay longer then we will charge £15 per hour on top of the original quote provided.

The quoted price does not include extras like: carpet and upholstery steam cleaning, polishing floors, washing up dishes, taking more than 5 items out of cupboards and then putting them back in, dusting books, cleaning walls/ceilings, cleaning balconies/terraces, cleaning patios/gardens/. Those extra services are priced separately, and need to be requested.

DCS Cleaning uses national average room sizes when calculating quotations over the phone.

The Company shall provide all cleaning supplies and cleaning equipment necessary to carry

out the service unless specialist products are required for floors etc, These must be provided by the Client.

The Client must provide hot running water, electricity and sufficient light at the premises where the service takes place.

Payment

Our cleaning service requires a Payment in full before the cleaning is due to take place or to be paid in full on the day of the booking. for this method of payment DCS will require payment to made in cash.

Unless otherwise agreed in writing or phone by the company the account is rendered for immediate payment on the completion of the work.

The Client must make payment either by cash, before the cleaner leaves the Client’s premises.

Cancellation

The Client can cancel the scheduled service by giving no less than 48 hours prior notice in writing.

There is a cancellation fee of £45.00 of the service total for cancelling or rescheduling a cleaning visit with less than 48 hour notice.

DCS Cleaning reserves the right to retain the £45.00 deposit as a cancellation fee/part of a cancellation fee.

The Client must pay the full price of the booked service if: Our cleaners arrive at the Client’s address and are unable to gain access to the Client’s home, through no fault of the DCS. If keys are provided they must open all locks without any special efforts or skills;

If a request has been made by the Client for our Cleaners to Collect keys from a different address then a £15 fee will be charged.

The Client cancels the booked service with less than 48 hours prior notice.

If the Client needs to change a cleaning day or time DCS Cleaning Services will do its best to accommodate. Any changes to booked services are subject to a 48 hour prior notice and availability.

Refunds

No refund claims will be entertained once the cleaning service has been carried out.

Refund will be issued only if:

The Client has cancelled a cleaning visit within the allowed time (24 hours) prior to the start

of the cleaning visit;

A cleaning operative has not been able to carry out the cleaning due to reasons beyond the Client’s responsibility.

Complaints

All services shall be deemed to have been carried out to the Client’s satisfaction unless

written notice is received by the Company with details of the complaint within 24 hours of the work being completed. All complaints must be received in writing by email no later than 24 hours after the completion of the service. The Company will fully investigate any complaint and attempt to resolve it to the satisfaction of the Client, or alternatively to a reasonable standard. Any complaint must be backed up with photographic evidence.

On completion of any cleaning that takes place our cleaners will ask you the customer to sign a letter of satisfaction. Once we receive a copy of the satisfaction DCS then holds the right to not act on any complaint afterwards.

The Client agrees to allow the Company back to re - clean any disputed areas/items before making any attempts to clean those areas/items himself or arranging a third party to carry out cleaning or repair services with regards to the above. Failure to do so will void our DCS Cleaning Guarantee and we will consider the matter fully settled.

Claims

The Client agrees that due to the nature of the service DCS Cleaning Services guarantees only to correct any problems reported within 24 hours of the completion of the service.

If a problem occurs on a Saturday it must be reported by Monday 12:00 in order to be accepted as a valid claim. Failure to do so will entitle the Client to nothing.

DCS Cleaning Services may require entry to the location of the claim within 24 hours to correct the problem.

The Client agrees to inspect the work immediately after its completion and to draw the operatives’ attention to any outstanding cleaning issues while they are still on site. The operatives will carry out any such additional work to the Client’s complete 

Satisfaction.

If the Client or any third party instructed by the Client is not present at the time of completion of the service then no claims regarding any cleaning issues can be made.

If the Client instructs a third party to inspect the result from the cleaning then DCS Cleaning must be notified before completion of the service.

In case of a third party inspecting or refusing to inspect the result from the cleaning then the DCS Cleaning Services cannot be held responsible for rectifying any outstanding cleaning issues not mentioned by the third party.

While DCS Cleaning operatives make every effort not to break items, accidents do happen.

Identical replacement is always attempted but not guaranteed. For this specific reason, the

Company requests all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and /or not cleaned by the cleaning operatives.

In case of damage, The Company will repair the item at its cost. If the item cannot be repaired the Company will rectify the problem by crediting the customer with the item’s present actual cash value toward a like replacement from a Company’s source upon payment of cleaning services rendered.

DCS Cleaning Services shall not be responsible for damage due to faulty and/or improper installation of any item. All surfaces (i.e., marble, granite, etc.) are assumed sealed and ready to clean without causing harm.

Any attempt to commit insurance fraud or any use of false information to commit any type

of fraud will be prosecuted to the fullest extent of the law together by DCS Cleaning Services and the Insurance Provider(s). Monetary compensation as well as legal fees may incur.

Liability

DCS 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:

Its failure to carry out its services as a result of factors that are beyond its control. Factors

beyond its control include acts of floods, severe weather conditions, and inability to gain access to premises, lack of appropriate resources, such as water, electricity, and lighting;

Late arrival of DCS operatives at the service address. DCS endeavours to be right on time on any visit but sometimes due to transport related and other problems which are beyond the Company’s control, DCS operative’s may arrive with a delay or the cleaning visit may be re - scheduled.

An existing damage to Clients property in the form of old stains/burns/spillages / Mould etc. which cannot be cleaned/removed completely by the cleaning operative using the industry standard cleaning methods;

Non satisfactory result from the service due to the Client or third party walking on wet floors or using appliances during or shortly after the cleaning process;

DCS Cleaning shall not be liable for any odours arising during and/or after cleaning when this is due to factors such as, lack of ventilation, and/or appropriate heating.

DCS Cleaning 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 if the Client has an outstanding balance aged 7 days or more from the date the payment was due.

We record all incoming and outgoing phone conversations for quality control, record keeping and back - referral for any inquiries or investigations.

Supplementary Terms

If the Client requests keys to be collected by DCS Cleaning operatives from an address outside the postal code of the Client’s address then a £15.00 charge will apply. The charge will cover only the pickup of keys, If said keys need to be returned back to the pickup address or any other address or a charge of £15.00 will apply.

If any estimates of how long it will take the cleaning operatives to do the job required are being provided that is only an estimate based on the average time it takes to clean a home of similar size to the Client’s, it being difficult to estimate precisely how long such tasks may take and that a degree of flexibility may be required.

The quotation excludes the clearing of debris created by tradesman or building work unless otherwise stated.

Our cleaners will not move furniture. Due to Health and Safety regulations one cleaner

The Company shall arrange an immediate replacement should an operative cannot attend a scheduled visit, and will inform the Client prior to the visit.

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

The Client shall ensure that all valuables are stored away when work is carried out and that the property is supervised by the Client or representative at all times during the course of the work. DCS Cleaning shall not be responsible for the Clients failure to comply with this obligation.

DCS Cleaning reserves the right to make any changes to any part of these Terms and Conditions without giving any prior notice. DCS Cleaning may add to or alter these Terms and Conditions from time to time and any alterations or additions will apply to new business but not to existing contracts. Please refer to your copy of these Terms and Conditions.

Fridges and Freezers should be emptied and defrosted prior to our arrival and turned off so we can clean them.

Oven cleaning will an additional cost.

We do not clean out your garage, sheds, summerhouses and any other space outside the home.

We charge extra for conservatories. We're able to give you a price at the time of booking (note: we don't clean on top or inside glass ceilings and roofs)

Our Guarantee

DCS Cleaning Services has built its business and reputation by providing its clients with the best possible cleaning service available. For this reason, DCS Cleaning offers you a guarantee. If the Client is not satisfied with the DCS service for any reason, the Company’s operatives will come back to the Client’s home and re-clean to the client's complete satisfaction.

Our guarantee is subject to a complaints notice no later than 24 hours after the completion of the service.

Referral Credit

Every Client of the Company DCS Cleaning will receive a one -time credit of £10.00 for referring our domestic & commercial cleaning services to another Client.

Credit will be issued after we receive cleared funds from the new Client.

Law

These Terms are governed by the laws of England and Wales, and are subject to the exclusive jurisdiction of the Courts of England, and Wales.

Parking

If there is no free or paid parking at your address you will need to provide our operatives with a Temporary/Visitor’s Parking Permit for our company vehicle.

Holiday Home Cleaning

DCS Cleaning will always quote per the size of the holiday home and not per hour.

If Laundry service is required for a holiday home we will only quote for the amount of bedrooms we have been informed about.

Any additional laundry such as Fold up beds, Sofa beds, or any other kind of put up beds are charged at an extra cost.

Ironing is also not included in the main quote as this is at an additional charge of which will be discussed by DCS cleaning and the holiday home owner.

DCS cleaners will not carry out full oven cleans on their visit as this is a separate service and can be carried out at an agreed date between diamond cleaning services and the property owner.

Holiday home owners are responsible to keep a stock of miscellaneous items in their property at all times such as, Dishwasher tablets, Rinse aid, Toilet rolls, Light bulbs, Bin liners, Jay clothes, Washing up liquid, Tea, Coffee, etc. These items are not the responsibility of DCS cleaning services.

DCS cleaning operatives are not responsible for any loss or damage to any holiday home that has been caused through guests or from ware and tare to the condition of a property.

Our Cleaning operatives are permitted to be at a property for no longer than 3 hours unless a longer time is required and has been agreed by our office and the property owner. The time permitted can be less depending on how the guests have left the property.

We do not clean windows, garages, sheds, summerhouses, bbq's and any other space outside the home.

DCS Cleaning shall not be liable for any odours arising during and or after cleaning when this is due to factors such as, lack of ventilation, and or appropriate heating, stains/burns/spillages / Mould etc which cannot be cleaned/removed completely by the cleaning operative using the industry standard cleaning methods;

If Holiday guests leave the properties later than their check out time then DCS cleaning services hold the right to cancel the clean.

The Client can cancel the scheduled service by giving no less than 48 hours prior notice in writing.

There is a cancellation fee of the total amount for the service total for cancelling or rescheduling a cleaning visit with less than 48 hours notice.

DCS cleaning services hold the right to cancel our cleaning services at anytime without notice.

Extra charges will apply for changovers to be carried out on and Bank Holidays and will be charged at £40 for either day's.

Bookings for our cleaning service should be received into our office within no later than 7 days. Bookings later than 7days may not be honoured.

Invoices for our services will be emailed on 2 days before the changeover takes place. DCS cleaning services request the invoice is to be paid before the clean takes place unless prior arrangements have been made by the property owner and our office.

If payments have not been paid before the changeover booking then the clean will not go ahead.

Complaints

DCS cleaning services treat any cleaning complaint seriously however the property owner must provide us with the complaint along with photographic evidence within no less than 24 hours of the owner receiving the complaint. DCS cleaning will endeavour to resolve the issue as soon as possible.

Complaints received to our office later than 24 hours will not be recognised.