About Lianne’s cleaning service

Terms, Conditions, Cancellations, refunds and client expectations

Terms of service:

Last update 24/11/23

At times we may offer you a different cleaner person to Lianne, this could be due to holiday, illness or work commitments. This would be known to you beforehand and you are free to decline. At time’s you may have a team of cleaners.

Household cleaning service: This service only supplies cleaning at a client's home. Our Domestic cleaners are required to have a basic DBS.

All cleaning products, supplies and equipment needed are supplied by the house holder. Unless this has been specified upon booking we will bring our own cleaning products and supplies. We generally bring our own products and supplies but not equipment. Equipment should always be provided by the house holder unless a cleaner offers to bring their own. For example vacuum, Mops and buckets.

What is outside of our cleaning obligations? Generally cleaners don’t offer the following unless otherwise specified by the individual cleaner

● Oven cleaning

● Chandeliers

● Ironing

● Bed making

● Laundry

● Mould removal

● Biohazards

● Human blood and blood products. This includes items that have been affected

by blood and other body fluids or tissues that contain visible blood.

● Animal waste. ...

● ● ● ●

Human body fluids. ... Microbiological wastes. ... Pathological waste. ... Sharps waste.

HOUSEHOLDER OBLIGATIONS AND EXPECTATIONS

The Cleaner is introduced to the Householder as a team member of Lianne's cleaning service. The Householder shall agree directly with Lianne’s cleaning service the services that are to be given to the client. This will be given as a quote over email after an initial home viewing appointment has been completed. The Householder must not change the scope and manner of the services agreed upon over the quote.

For example: If you book for a 4hr regular domestic clean on a weekly basis in the priority areas of your home only, and then the cleaner cleans other areas of your home (time permitting) you must not expect the entire house to be cleaned within your 4 hr time slot.

Entire home general cleaning or deep cleaning is different to hourly booked cleans.

Your expectations: We have noticed that some clients expect certain areas of the home to be cleaned within a certain time frame, because that’s how long it takes the homeowner. Rest assured that you are being assisted by a professional cleaner with attention to detail, high standards and training. Therefore it is best to have a home appointment visit beforehand and receive a quote.

Payment

Invoices are often sent out every weekend for the coming week ahead. Invoices are to be paid within 6 days. Payments can be cash on the day or paid by card through the invoice. Invoice’s exceeding £60 will require an initial deposit or full payment before the service commences.

If we come to your property and we are unable to gain entry because you forgot that you have an appointment or forgot to leave a key then you will be still charged at the same rate for the time your clean was due.

Non compete clause: We ask that you do not solicit cleaners that have been brought to you via booking with us. This causes significant loss of earnings on our part. Anyone to be reported or found of such activity will lose all bookings and future bookings and termination will apply.

Any arrangements made for cleaning contracts outside of our booking system and not through Lianne's cleaning service will not be covered by our insurance.

The Householder shall provide a safe working environment for the Cleaner at all times.

Where the Householder is unhappy with the Cleaner introduced and/or notifies that, for whatever reason, the Cleaner's services are to cease permanently, we shall:

Endeavour to introduce a replacement Cleaner to the Householder where a person receiving cleaning asks for this.

Issue the Householder an offer to rectify the situation if the cleaner has produced unsatisfactory work, no refunds will be given as the physical time has been spent doing the work.

In the event that a suitable replacement Cleaner cannot be found and introduced to the Householder, then termination may apply.

We will try and keep to your usual cleaner/cleaners on the day of your service. If for any reason your usual cleaner suddenly becomes unavailable we will ask you if you would like to be supplied with a cleaner that is available to ensure your service is not affected. If a replacement is not possible we will call, email or message you to tell you so and offer a reschedule or if you prefer a refund.

Working as a team. At times we may send multiple cleaners to one location to reduce working hours covered, especially where bookings of 2+ hours are acquired or cleaners have a preference to work with a team. You will be notified as such.

INSURANCE

In respect of each Cleaner introduced by us and retained by the Householder, we shall provide Public Liability insurance. The limit of the cover of the Public Liability insurance is covered up to a limit of £1,000,000. The Householder shall have adequate insurance cover in place against liabilities to the Cleaners and shall produce to us a copy of the appropriate insurance policy and certificate if so requested. (This may be in the form of a general household insurance policy.)

The Householder shall not be covered by our insurance policy in the following circumstances:

Where the cleaner is not introduced by us and booked through the booking system at the time of the service.

Where the terms of this Agreement are otherwise breached. No claims for bleach or heat damage shall be accepted.

LIABILITY

We shall not be liable for:

Any loss or damage in excess of the limit of its Public Liability insurance cover or outside the scope of its cover.

Any losses incurred by the Householder as a result of any failure of a retained Cleaner to comply with his or her contractual obligations under the Contract for Services for whatever reason;

Failure of any retained Cleaner to return keys and any loss that may arise as a result; collusion or theft of property or possessions by a retained cleaner.

We shall be liable to the Householder:

Where we have not fulfilled obligations to perform with reasonable care and skill under this Agreement or has failed to perform its obligations at all or to any significant extent;

- Water damage to third party property

- Bodily injury

- Damage to third party property - (use of heat Not insured) - Any other claims for damage to third party property. Nothing in this Agreement shall affect the statutory rights of the Householder as a client.

Further more staff will not tolerate inappropriate behaviour verbally or physically to a cleaner.

Harassment/abusive/rude/

demanding/perfectionist/

narcissistic or violent individuals to any service provider. No refunds will be given under these circumstances. Should you wish to see Certificate of insurance, insurance policy wording please email liannehomeandhealthcare@gmail.com

Cancellation Policy:

Once you’ve made an appointment with us, we have now returned to the appointment time exclusively and respectively for you. If you cancel less than forty-eight (48) hours from your appointment you will be charged 50% (half) the amount of your agreed rate for the cancelled appointment. We kindly ask for a 48 hours notice of cancellation or preferably the most notice you can provide once you know you will not be able to keep the appointment time. We are happy to accommodate you with a rescheduled appointment; however, that will be subject to availability.