Terms & Conditions

Terms And Conditions For Our Cleaning Services

Premium Clean Ltd is Registered in England & Wales under company number 6952657 at our Registered Office at 42 Winchdells, Hemel Hempstead, London. HP3 8HZ, Our VAT Number is 205846901

Our Terms and Conditions may be changed with the agreement of both Premium Clean Ltd and Customer.

Note: ‘You’ or ‘Your’ means the Customer. 'We’, ‘Us’ or ‘Our’ means Premium Clean Ltd.

1. Our Quotations and Prices

1.1. A All of the Prices given on the Phone, via Email, LiveChat, or Listed on our Website are Valid only for the respective size of the Property or the amount of time.

1.2. B All of or Our Prices Included Materials and Equipment. Parking and Congestion Charges may apply.

1.3. C We charge an Additional £30 to defrost the Freezer if it is not already done.

1.4. D The Client must provide access to Electricity and Water.

1.5. E If the Client Delays the Start or Finish time they will be charged an additional £24 per hour.

1.6. F We have a Minimum Charge of £50 for Carpet Cleaning and Upholstery Cleaning Services. A Minimum of 4 Hours for End of Tenancy Cleaning].

1.7. G If you require the Key to be collected and/or Returned to a different address we charge an additional £10 + VAT.

1.8.H Depending on the Size of the Property and How Dirty it is, we may need to change the Price.

1.9. I All of Our Prices Are Include VAT.

2. Payments

2.1. A Payment can be made by Cash or Cheque on Completion.

2.2. B If you wish to pay by Card, we require 50% Deposit at the time of booking, the remainder at the end of the clean by the same card.

2.3. C There is a 3% Surcharge for payments made by card over the phone.

2.4. D Bank Transfer via Proforma Invoice. This will have to be Paid in Full before the Cleaning Day.

2.5. E Paypal to office@premiumclean.co.uk. This method needs to be paid in Full Before the Cleaning Day. Please select Friends & Family to avoid a 23% charge.

2.6. F Late Payments will be Charged at £1 Per Day, after 24 Hours of Cleaning (Excluding Estate Agents).

2.7. G Payment must be made within 28days, if not, the details will be sent to our debt-collecting agency, including a 20% charge of the initial invoice total.

2.8. H Any Outstanding Amount still due to be paid to Premium Clean will be charged from the Same Card used to pay the Deposit.

2.9. I The Customer cannot, unless agreed by us, withhold any of the agreed Price.

3. Insurance

3.1. A  Premium Clean Ltd has Employer & Public Liability Insurance, The Policy Covers any Accidental Damage caused by Us, If Valid and Reported on Completion of the Clean

3.2. B There is a £250 Excess Fee on any Accidental Damage Claim which £125 is paid by the Customer  and £125 is paid by Premium Clean Ltd.

3.3. C Premium Clean Ltd Reserves the right to Refuse to share any of the Company’s Confidential Information.

4. Liability

4.1. A Premium Clean Ltd Reserve the Right to NOT be Liable for:

4.1.1. A.A Not Carrying out Tasks which are not on our Checklist.

4.1.2. A.B Tasks not complete due to Lack of Power or Water or any other Obstruction to the Cleaning Process.

4.1.3 A.C If a Third Party is Present or to Arrive during the Cleaning Process.

4.1.4 A.D Discolouring or Wear of Upholstery or Carpet becoming more Visible after Soiling has been removed.

4.1.5 A.E Failing to Remove Permanent Stains that cannot be Removed/Cleaned by our Professional Cleaning Methods.

4.1.6. A.F Existing Spillages or Damage that cannot be Cleaned using out Professional Cleaning Materials and Equipment or Materials and Equipment provided by Customer.

4.1.7. A.G Any Damages caused by Faulty Materials, Equipment or Chemicals Provided by the Customer.

4.1.8. A.H Loss or Damage to Items if Caused by:

  • Fire.
  • War, Terrorism, Hostilities, or Other such events outside of our Control.
  • Deterioration, Wear and Tear, Leakages, or from any other Unstable Goods.
  • Infestations
  • Mechanical or Electrical Damages to any Appliance unless there is Evidence of External Impact
  • To any Jewellery, Precious Stones or Metals, Securities, Deeds, Money, Coins, or Collections of any Similar Kind, unless we have confirmed to accept Responsibility and you have given a Description and Value of the Items, in Writing.
  • To Pets, whether in a Cage, Tank or Carrier.
  • Any Plant Life.
  • Any Food or Drink.
  • To Software, Digital Content or Data of any Computer, Laptop or Similar Devices.
  • To Highly Breakable Fragile Items, if they have not been Removed or Secured by the Customer.

4.1.9. The Disposal of Rubbish or Personal Belongings left by Previous Tenants on an End of Tenancy Clean

4.1.10. Any Additional Charges or Failed Inventory Checks if Premium Clean are Refused Return to Property to Rectify any Complaints or if Customer Uses another Company for a Re-Clean.

4.1.12. A.K A Refund of any Charges for Repairs carried out by a Third Party without our Consent.

4.2. B Premium Clean Ltd is Liable for:

4.2.1.B.A Locksmiths or Key Replacement Fees for Lost or Damaged Keys by our Cleaners. A limit of £100 per Property;

4.2.2. B.B Keeping Customer Information Confidential;

4.2.3. B.C The Repair of any Damaged Area or Item Caused by a member of our Staff. A Representative of Premium Clean Ltd will need to visit the Property to Asses the Damages and Determine whether the Repair is Possible. If the Area or Item is not Repairable Premium Clean Ltd will Credit the Customer with the Items Present Cash Value toward a Like for Like Replacement upon Payment of the Cleaning Service;

4.2.4. B.D Premium Clean will pay 50% of the Repair Bill of Work Carried out by a 3rd Party Company not Approved buy Us;

5. Complaints & Claims

The Customer Accepts that an Unsatisfactory Service must be reported within 24 hours from the date the Service was carried out. Damages or Theft must be reported on Inspection at Completion, Failure to do this will result in loss of Customers Entitlement for a Refund or Compensation of any kind.

5.1. A Premium Clean Ltd requires the Customer or Representative to be Present at the Beginning and at the End of the Service

5.2. B If a Inventory Check has been Scheduled it must commence no later than 24 hours after the Services have been carried out. Failing this Airborne Dust may settle causing the Inventory Check to Fail.

5.C Premium Clean Ltd Accepts no Complaints on an Inventory Check where the Property has been Occupied.

5.3.D Complaints are Accepted Verbally over the phone and in Writing, Complaints must be reported to the Office on completion or within 24 hours.

6.Customer Satisfaction

6.1. A Customer is Not Entitled to any Refunds but May be Entitled to a Free Re-Clean:

6.2. A.A If the Price for Cleaning was Quoted as a Fixed Price and the Service was not Charged per hour.

6.3. A.B If the Customer/ Landlord/ Estate Agent etc has not Occupied or Carried out Work in the Property after a Service has been Carried out.

6.4. A.C If a Task is not Completed that was requested at the time of Booking, given Sufficient time was Allowed.

6.5. A.D If the Customer Reports any issues within 24 hours of the Service being Carried out.

6.6. B If not Completely satisfied with a Service, Premium Clean will return to Re-Clean any Areas where possible to do so.

7. Cancellation by Customer

7.1. A a 24hour notice is required if the Customer wishes to Cancel, Re-Schedule or Amend a Booking.

7.2. B The Customer Agrees to pay £50 to Cancel or Re-Schedule less than 24 hours prior to the Scheduled Appointment.

7.3. C In the Event the Cleaners are asked to leave, No body is at the Property, or there is No Water and/or Power at the Property, Customer agrees to Pay Full Price.

8. Cancellations by Premium Clean Ltd

Premium Clean Ltd reserves the right to Cancel any Appointment at the Beginning or During the Service if:

  • A Our Cleaners are in any way Verbally or Physically Abused or Discriminated against.
  • B There are Inadequate Conditions for Cleaning, for example – The presence of Builders, removal men etc. or Lack of Water or Power.
  • C The Customer has Misrepresented any Facts/Information about the Property.
  • D The Properties Condition is Hazardous to the Health and Well-being of Our Cleaners.