Terms & Conditions

Please read these Terms and Conditions carefully.

You may refer to your copy, or alternatively, request a copy by contacting the company.

These Terms and Conditions are governed by the laws of the United Kingdom. By agreeing to these terms, the Client consents to the exclusive jurisdiction of the relevant UK courts. Oak Lane Cleaning Company reserves the right to make amendments to any part of these Terms and Conditions without giving prior notice.

If you are unsure about any part of these Terms and Conditions, please contact the company for clarification before booking or confirming services.

Definitions

Company/We/Us: Oak Lane Cleaning Company ltd
Cleaner/Operative: An employee or sub-contractor of Oak Lane Cleaning Company ltd
Client/You/Customer: The person or organization requesting and/or receiving services
Service: The cleaning work Oak Lane Cleaning Company agrees to carry out for the Client
Premises: The location where the cleaning services are to be performed

Commercial Cleaning Services

Oak Lane Cleaning Company provides regular commercial cleaning services at a price agreed upon with the customer during the consultation. This price remains valid for 28 days.
The client must ensure that our operatives have access to hot water and electricity on-site at all times.
Any price quoted over the phone or by email is based on the information provided by the client. Oak Lane Cleaning Company reserves the right to amend the initial quotation if the client’s original requirements change or the provided information is incorrect.
We require 24 hours’ notice to cancel or reschedule a clean. Failure to provide sufficient notice may result in a £25 fee.
The client agrees to provide access to the premises and to inform the Company of any security arrangements.
We reserve the right to refuse or cancel services if we determine that the premises are unsafe or unsuitable for our operatives.
Either party may terminate the agreement by providing the other party with no less than three (3) months’ written notice of their intention to cancel the services.
We will provide the tools we require but may request permission to leave products and equipment on site depending upon the frequency of the cleaning service.
If our operatives need to collect a key from a third party address outside of the postcode where the work is to be carried out; a £10 charge will apply.

Domestic Cleaning Services

Oak Lane Cleaning Company provides regular cleaning services at a price agreed upon with the customer during the consultation. This price remains valid for 28 days.
The company will provide the services as specified in the booking confirmation.
Prices are agreed upon in advance and are subject to change with appropriate notice.
The client must provide access, running water, and electricity at the premises.
Appointments must be cancelled at least 24 hours in advance; otherwise, a cancellation fee may apply.
If our operatives need to collect a key from a third party address outside of the postcode where the work is to be carried out; a £10 charge will apply.
Any estimates of how long it will take our operatives to do the job required, the Client agrees it is only an estimate based on the average time it takes to clean a home or office of similar size to the Client’s. It is difficult to estimate precisely how long such tasks may take and that a degree of flexibility may be required.
Customer agrees to notify Oak Lane Cleaning of any building work, decorating or renovations due to start on the property.
Either party may terminate the agreement by providing the other party with no less than two (2) weeks’ written notice of their intention to cancel the services.
We will not bring Vacuum cleaners along with us to regular cleans. Please provide your cleaner with a vacuum to use. This is in order to preserve the cleanliness of your home and not transfer pet hair and cause allergies etc from one home to another. It is the customers responsibility to keep the vacuum in good working order.
Our operatives do not carry any bleach products. If the client would like us to use bleach for any tasks, the client is to leave it out for our operatives to use

End of Tenancy Cleaning

End of tenancy cleaning includes thorough deep cleaning of the premises.
The client must ensure the property is vacant and all personal belongings are removed.
Running water and electricity must be available.
Customer agrees that photographic evidence will be taken of the property in its current state and further photos will be taken on completion of cleaning. These photos will be kept confidential by us unless otherwise agreed with the client and will be made readily available upon request by only the customer or his/her representative.
We do not accept liability for any items which are already broken within the property. Photographs will be taken to support any claim of a broken item.
We are not liable for the complete removal of mould or damp penetration. The standard end of tenancy cleaning service does not include cleaning of walls, ceilings, curtains, balconies, patios, exterior windows, carpets, washing-up or laundry. The property must be vacated.
Any property that is furnished will incur an extra 20% surcharge.
Either party may terminate the agreement by providing the other party with no less than three (3) months’ written notice of their intention to cancel the services.
All quotations are based on average room sizes and standard condition. The company reserves the right to amend the quotation if the property differs significantly.

After Builders Cleaning

After builders cleaning includes removal of dust, debris, and paint splashes following renovation or construction.
The property must be free of ongoing building work.
All large waste must be cleared before service begins.
The company will not be held responsible for cleaning defects due to structural damage or ongoing work.

Carpet and Upholstery Cleaning

The client must inform the company of any existing damage or fragile fabrics.
While we take every precaution, we are not liable for shrinkage or damage resulting from worn fabrics or unstated conditions.
Any claims must be reported within 24 hours of the service being completed.
Please move any furniture from the room that you can inc. coffee tables, chests of drawers. Any items not removed from the room will be cleaned around.
We are not liable for any damage occurred to items which have not been removed from the room.
We cannot guarantee that all stains will be removed from the carpet.
Upholstery and carpets will need time to dry after cleaning. Please allow up to 24 hours for furniture and carpets to dry fully. We do bring an air dryer to try to speed up this process.
Please refrain from sitting on cleaned upholstery or walking on freshly cleaned carpets until dry. We are not liable for any staining occurred whilst items are still damp.
The Client must provide electricity and running water at the premises where the service is conducted. Failure to provide these is subject to a £30.00 fee.
Please advise our operative if there is anything you are unhappy with before the operative leaves.

Holiday lets/Air BNBs/Serviced Accommodation

Oak Lane Cleaning Company provides cleaning services at a price agreed upon with the customer during the consultation.
All jobs created within the SLA will be completed during every turnaround clean.
We reserve the right to add a surcharge for any accommodation left in a very poor state. Photographs will be provided for evidence.
Cleans are guaranteed for 24 hours.

Customer Satisfaction and Complaints

If you are not satisfied with the work performed, you must notify the company within 24 hours of service completion. We will re-clean the disputed areas free of charge. Failure to report issues will entitle client to no refunds or recovery cleaning.
In case of damage Oak Lane Cleaning will try to repair the item/s if we agree that it caused the damage. If the item/s cannot be repaired we will rectify the problem through our insurance company by crediting the Client with the item/s if it is proven to be by our personnel.
Oak Lane Cleaning reserves the right not to be responsible for: delay for a cleaning visit due to a traffic congestion, job not complete due to lack of hot water or power and suitable cleaning materials and/or equipment in full working order provided by the Client, third party entering or present at Client’s premises and obstructing the cleaning process.
Customer agrees to photos being taken of the areas that have been re-cleaned
Customer agrees to photos being taken of objects/areas which the customer may feel has not been cleaned properly in the past and/or from a previous re-clean.
Any allegations of a criminal nature will be passed to Police and our legal team to resolve with you immediately at the time of reporting. We take very seriously any allegations of this nature and will ensure a thorough internal and external investigation takes place, keeping the client involved throughout.
The client understands that they are not entitled to any refunds.
If the Client is not satisfied with the cleaning service provided and a complaint has been placed in the stated 24 hours after the job has been completed, the Company reserves the right to return a cleaner and re-clean any areas to Client’s satisfaction. Therefore the Client must allow the cleaner to be returned and he/she should be at present at all times during the re-clean visit.
The Company reserves the right to return a cleaner not more than once.
We shall not be responsible for any damage caused as a result of the Client placing furniture on a carpet which has not completely dried.
The Company shall not be liable for the shrinkage of carpets as a result of poor fitting.
We are not responsible for any existing damage to Clients property in the form of old stains/burns/spillages etc. which cannot be cleaned/removed completely by the cleaning operative using the industry standard cleaning methods.
All complaints must be submitted in writing to info@oaklanecleaningcompany.co.uk.

Payment Terms

Invoices must be paid within 7 calendar days from the invoice date unless otherwise agreed.
Late payments may incur a late fee of £25.00 and interest charges as per the Late Payment of Commercial Debts Act.
Payments can be made via our payment system or via bank transfer. Cash and cheque payments are accepted only if pre-arranged.
Oak Lane Cleaning Company ltd reserves the right to adjust client rates. You will be notified 28 calendar days prior to any price increases.

Cancellations and Rescheduling

The client must give at least 48 hours’ notice for cancellations or rescheduling.
Failure to provide sufficient notice will result in the clean being charged in full.

Liability

Oak Lane Cleaning Company is insured for public liability up to £5,000,000.
The company is not liable for:
o Wear or discolouration of fabrics becoming more visible after cleaning.
o Damage due to faulty installations or fixtures.
o Items not securely fixed or pre-existing damage.
o Accidental damage where all reasonable care has been taken.
o Loss or damage due to keys provided by the client.
The company shall not be liable for any indirect or consequential losses.

Keys and Security

When we arrive for the scheduled clean, we must be able to gain access using a key provided, a key box code, door code, provided fob or alike or someone needs to be present to allow access. We reserve the right to charge the full fee if we are unable to gain access.
If a client chooses to leave their door unlocked, place the key under the mat, or leave their key in an unsecured place for the cleaners to gain entry, the client releases us from all liability that arises from damage made before or after the cleaners leave the premises

Insurance

All services are covered by the company’s Public Liability and Employer’s Liability insurance.
Claims must be reported within 24 hours. Failure to do so may invalidate the claim.
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., any other items, instability of which the client is already aware of such us bathroom appliances or any fixtures. The client is obliged to warn the Company or the cleaner about appliances that are poorly fixed or not in full working order.

Service Limitations

Oak Lane Cleaning Company reserves the right to refuse or discontinue service under unsafe or unsuitable conditions.
Services may be withheld if:
o Operatives are subjected to abusive behaviour.
o Access to property is restricted or deemed dangerous.
o Payment terms have not been met.
We cannot climb higher than a 2 step ladder
We cannot move furniture over 15lbs but will try to reach a visible place with an extension duster.
We reserve the right to not clean an area considered bio hazardous.
It is to the clients’ advantage to have the premises as tidy as possible to allow us to access all areas to optimise cleaning time. If surfaces/areas are cluttered at the time of cleaning then we will clean around those areas.

Termination of Agreement

Regular service agreements may be terminated by either party with at least 14 days’ written notice.
All Commercial Cleaning may be terminated by either party with at least three months written notice.
The company reserves the right to terminate services immediately under serious breach of terms or abuse of staff.
Employee Solicitation
When entering into an agreement for services with Oak Lane Cleaning you agree not to solicit for hire any staff member introduced to you by us for any related services.
The client acknowledges the company invests significant resources in recruiting, selecting and training its cleaners. Unless the company gives prior written permission, the customer must not, directly or indirectly, engage, employ or contract with any cleaner to provide domestic or commercial cleaning services to the customer or any associate of the customer for any period during which services are provided by the company and for a period within 6 months after the conclusion of any Service. The 6 month period remains in effect even if the cleaner leaves the employment of the company during this period. The customer acknowledges that the company may suffer loss and damage, including, without limitation consequential loss, as a result of a breach of this clause by the customer.
If you are found to have solicited one of our staff members, please be advised that our referral/ training fee is £600 payable to Oak Lane Cleaning Company ltd immediately upon employing our staff for any services to your home/ business. Your cleaner (s) will also be immediately terminated.
These terms and conditions shall be governed by the relevant United Kingdom law, and by agreeing to be bound by them the customer agrees to submit to the exclusive jurisdiction of the relevant courts of the United Kingdom.