Terms and Conditions
of Service and Cancellation Policies
1. General Cleaning Services’ Terms
1.1 Subject to the terms of this Terms of Service, IVS CLEANING LTD agrees to provide Domestic Regular Cleaning, End of Tenancy Cleaning, Move In/Move out Cleaning, After Builders Cleaning or Ironing services to the Customer at an address specified by the Customer (the “Premises”).
1.2 The Service will be for such cleaning tasks/types as agreed with the Customer at the time of booking.
1.3 IVS CLEANING LTD will provide one or more cleaners (the “Cleaner”) to attend the Premises to provide the Service at a time and date mutually agreed between IVS CLEANING LTD and the Customer (the “Service Time”).
1.4 IVS CLEANING LTD endeavours to provide the Service faithfully, diligently and in a timely and professional manner.
1.5 IVS CLEANING LTD will ensure that Cleaners introduced will hold the legal right to live and work in the United Kingdom. All cleaners introduced by IVS CLEANING LTD will have a self-employed status with the HMRC, so the Customers are not required to deduct tax under the P.A.Y.E system. They are not employed by IVS CLEANING LTD.
1.6 For Services such as End of Tenancy or Pre-Tenancy cleaning, After Builders, Move In, Move out Cleaning, One-Off Deep cleaning, IVS CLEANING LTD will provide cleaning materials and all types of equipment. All cleaning types of equipment are safe and in full working order.
1.7 If an estimate is given on how long it will take our cleaners to do the job, this is only an estimate based on the average time it takes to clean a home of similar size, so any additional cost will be discussed with you if necessary.
1.8 It is difficult to estimate precisely how long the job may take, and a degree of flexibility may be required.
1.9 Our acceptance of your booking brings into existence a legally binding contract between us.
1.10 IVS CLEANING LTD will advise all Cleaners to keep clients' keys safe at all times and not to keep the Customer's full address attached to them
IVS CLEANING LTD does not take responsibility for any loss or damage should this occur? All cleaners have their Public Liability Insurance, and they are responsible for claiming any damages and losses. You will be provided, if necessary, with all the information you need about your cleaners' details and Insurance policies attached to them.
1.11 IVS CLEANING LTD will endeavour to make every reasonable effort to replace your Cleaner in the event of sickness or holiday.
2. Satisfaction Guarantee
2.1 If the Customer is dissatisfied with the quality of the Service, such as End of Tenancy cleaning, Move-out & Move-in Cleaning provided, it must inform IVS CLEANING LTD within 24 hours of completion of the Service. IVS CLEANING LTD strives to achieve 100% customer satisfaction and resolve the problem quickly and efficiently. You cannot request a deduction or refund if you choose to hire third parties to re-clean the property or decide to do it by yourself.
2.2 Any complaints regarding any damages to your property or appliances in your property must be reported within 24 hours written by email (email@example.com), including photos or proofs. We will not consider any complaints about damages reported after 24 hours or if someone else has been on the property except for you - the Customer.
2.3 We will not be held liable for work not completed or not achieved to a good standard if third parties are present on the property when our cleaners/team are working and carrying out the job or if third parties have been on the property before the Customers’ checks.
2.4 For any Domestic cleaning, One-Off Deep Cleaning, After builders cleaning, Carpet Cleaning, or Oven cleaning, there is no guarantee. All these services are hourly based services, based on the layout of the property, the condition of the property, the size of the property and depend on the time we recommend for good qualified service and if the Customer can pay and reserve that recommended time. If you choose to book a service with lowered time than recommended, we won't be responsible for the quality provided.
2.5 Regular domestic cleaning is an hourly service calculated based on the property layout. If, for any reason, you select lower hours than hour software-recommendation calculated time, none of the complaints will be accepted. If you choose the recommended time or even more hours, then we will be responsible to come back and redo the cleaning to the maximum possible standard that can be achieved for free.
3. Additions and amendments binding
3.1 Before entering this Agreement, the Customer and IVS CLEANING LTD will agree on a set number of hours per week/fortnight. Any changes to the Service to be provided must be agreed upon by IVS CLEANING LTD 24 hours before the Service Time;
3.2 If the Customer requires any additional services or variations when the Service is being performed, the Customer must first contact IVS CLEANING LTD by telephone, who may agree to provide the additional services depending on our availability. The professional is not authorized to agree to any changes to the provided service. The Customer must not request such changes directly from the professional or at least have to inform us by email.
3.3 If the Customer wants any changes related to the service, the Client should contact IVS CLEANING LTD immediately by email.
4. Customer Representations and warranties
The Customer represents and warrants that:
4.1 It will provide a safe working environment at the Premises for the Cleaner to perform the Service.
4.2The Cleaner will have unencumbered and unobstructed access to those areas of the Premises requiring the Service.
4.3 It will provide the Cleaner with access to all services and utilities (including hot and cold water, electricity, and rubbish bins) as required by the Cleaner to provide the Service.
4.4 The client agrees to behave nicely to the Cleaner and treat her/him with respect.
4.5 It will advise IVS CLEANING LTD before the commencement of the Service of any hazards, slippery surfaces, risks or dangers, ingrained dirt, grease or grime at the Premises.
4.6 It is authorized to use the Premises and obtain the provision of Service.
4.7 If the Customer requires the Cleaner to clean behind or under any heavy items (e.g. a fridge, bookshelf, or other furniture), it will move those items before the commencement of the Service. and it will secure or remove any fragile, delicate, breakable or valuable items, works of art, antiques, or items of sentimental value before the commencement of the Service.
4.8 Fridges and Freezers must be thoroughly defrosted before cleaning can start. Kitchen cupboards must be emptied before cleaning can start. They will not be covered by the terms if this is not the case. Ovens must be in a condition that will enable thorough cleaning with standard professional chemical products.
4.9 We will do our best to ensure your electrical appliances, microwave, oven, fridge/freezer, are cleaned to a high standard. However, if they have not been cleaned since they were purchased, we won’t be held liable for ingrained dirt that cannot be shifted using standard professional chemicals.
4.10 The Customer agrees to inform IVS CLEANING LTD of any change of house/flat alarm code or key changes.
4.11 The Customer agrees to fully instruct/show (including the materials) to the Cleaner how to use machines (such as washing machine, dryer, iron or any other) if service requires.
4.12 The Customer agrees to inform IVS CLEANING LTD at least 7 days’ notice should they be taking a holiday/do not require the Cleaner to work over this period. A full refund is to be made if the Customer is on holiday and has informed us in advance.
4.13 A charge (no refund) appears for you if the Customer is away and doesn't inform us that they won’t need Service.
5. Health and safety risks
5.1 The Cleaner is entitled to undertake a job safety analysis before the commencement of any work to assess the health and safety risk at the Premises.
5.2 The Cleaner may, either before or during the provision of the Service, not use or cease using any materials or cleaning equipment provided by the Customer if the Cleaner thinks, in their absolute discretion, that the use of such materials or cleaning equipment poses a risk to health and safety.
5.3 The Cleaner may, either before or during the provision of the Service, not provide or cease the provision of the Service where carrying out the Service presents, in the absolute discretion of the Cleaner, a risk to health and safety.
6. No private engagement of cleaners
6.1 The Customer acknowledges IVS CLEANING LTD invest significant resources in recruiting, selecting and training their Cleaners. Unless IVS CLEANING LTD gives prior written permission, the Customer must not, directly or indirectly, engage, employ or contract with any Cleaner to provide domestic services to the Customer or any associate of the customer for any period during which services are provided by IVS CLEANING LTD or for a period within 12 months after the conclusion of any Service.
6.2The Customer acknowledges that IVS CLEANING LTD may suffer loss and damage, including, without limitation, consequential loss, as a result of a breach of this clause by the Customer.
6.3 The Customer acknowledges that have to pay IVS CLEANING LTD the amount of £2,000 if employing the Cleaner directly or indirectly within 12 months after the conclusion of the Agreement. IVS CLEANING LTD keeps the right to start legal proceedings against the Customer.
6.4 By entering into a non-official / verbal or official agreement with IVS CLEANING LTD, you agree that after the termination of the cleaning service, you will not hire or use any domestic services provided by a present or past cleaner introduced to you by IVS CLEANING LTD. If you do wish to hire or use domestic services provided by such a cleaner, then you must pay a referral fee of £ 2,000.
7. Job quotations
7.1 The actual price payable by the Customer is calculated on the total number of hours worked by the Cleaner or calculated based on the size of the property.
7.2 Any price quoted by IVS CLEANING LTD is an estimate only based on IVS CLEANING LTD's experience, without an inspection, and based on information provided by the Customer.
Subject to this clause, quotes are valid for 2 days from the date of the quote.
7.3 If, at the commencement or during the course of providing the Service, it is apparent that the actual cost of the Service will exceed the quote provided by IVS CLEANING LTD, IVS CLEANING LTD will provide the Customer with the option to pay an increased fee to complete the Service, or pay the quoted amount without the Service being completed;
7.4 The Customer must inform IVS CLEANING LTD whether any cleaning services required are for an end of the tenancy at the time of quotation;
7.5 If our cleaners need to collect keys from a third party’s address outside the postal code of the premises where the work is to be carried out or on a different day of the service, then a £20.00 charge will apply.
7.6 Parking charges are applicable if parking arrangements cannot be made.
7.7 Congestion charge fee is subject to an additional charge (if required).
7.8 Additional fees may apply if the property is not in good condition, which can be established after the inspection of our team.
8.1 Our cleaning service may be ordered by website or e-mail, and you agree to be bound by our terms and conditions of service by ordering any of our services.
Enquiries to be sent to: firstname.lastname@example.org.
We do not take telephone bookings!
8.2 At the time of booking, the Customer must provide details of any hazards, slippery surfaces, risks or dangers, ingrained dirt, grease or grime located at the Premises;
8.3 IVS CLEANING LTD provides all quotations at the time of booking. A quotation will be sent via email to the Customer (if an email address is provided);
8.4 IVS CLEANING LTD reserve the right not to accept a booking for any reason;
8.5 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. IVS CLEANING LTD reserves the right to change any part of these terms and conditions without prior notice.
8.6 Domestic and Commercial Cleaning:
A minimum charge of 2.5 hours per cleaning visit applies. Doesn't matter if the actual cleaning takes less time. We pay the cleaner minimum of 2.5 hours.
It is the customer's responsibility to require additional tasks to fill up that minimum time.
8.7 One-off Deep Cleaning / Spring Cleaning / After Builders Cleaning: A minimum of 2 People for 4 hours per cleaning visit applies.
8.8 End of Tenancy Cleaning: We have a fixed price for this service, depending on the size of the property.
8.9 After builders Cleaning, we will ask you for a “list of to-do”, and then we can discuss how many hours are necessary to complete the job for you.
8.10 Carpet and upholstery cleaning prices are based on different types of space (bedrooms, rooms), sofa (2-seater or 3-seater), etc. A minimum of £60 charge applies.
The actual price payable by the Customer is calculated on the total number of hours worked by the Cleaner or calculated based on the size of the property.
9. Payment terms
9.1 The Customer agrees to pay the price quoted by IVS CLEANING LTD with VAT added on top.
9.2 We accept the following payment methods from The Customer:
• Cash, Bank transfer; weekly/fortnightly or monthly standing orders.
9.3 The Customer agrees to pay IVS CLEANING LTD for every hour of service carried by the Cleaner and as initially agreed in the confirmation email.
9.4 IVS CLEANING LTD prepares invoices at the end of each month for services rendered in the current month. We have 14 days terms for payment, which means that all invoices must be paid within 14 days after receiving. If we have Overdue payments of more than 60 days, we have the right to charge the customer a late payment fee of 20%.
9.5 Customer refunds for recurring invoices for which we have missed a session for some reason will be paid back to the customer every end of the month via bank transfer.
9.6 IVS CLEANING LTD reserves the right to charge the Customer a late payment fee of 50% for any overdue invoices with more than 6 months.
9.7 IVS CLEANING LTD reserves the right to stop the cleaning services provided to the Customer in case of missing payments for any recurring service.
9.8 The keys are returned within five working days after the invoices have been paid in full.
9.9 All costs for non-regular services such as:
End of Tenancy Cleaning, Move-in/Move-out Cleaning, After Builders Cleaning, One-Off Deep Cleaning, Carpet and Upholstery Cleaning must be paid during your reservation process for us to confirm your booking:
100% of the quoted price upfront / when you book the service.
9.10 All costs for regular cleaning services offered by IVS CLEANING Subcontractors are payable by cash, debit/credit card, and direct debits are payable upon completion of the job on the day of the service.
9.11 All given prices over the phone, email, text and website are subject to VAT at the end.
10.1 IVS CLEANING LTD will collect any outstanding monies owed to us.
10.2 Overdue payments for more than 60 days will be subject to a 20% late payment fee.
10.3 If, as a result, we have to use a debt collecting agency or county court to secure payment, you agree to pay any debt collecting agency fees, court fees, legal cost, or interest that will occur due to the result of non-payment of your outstanding bill.
11.1 If a Cleaner/team fails to attend the Premises within 2 hours of the Service Time, does not notify IVS CLEANING LTD or the Customer and does not provide the requested Service, IVS CLEANING LTD will provide the Customer with either:
11.1. 1 A full refund of payments made by the Customer; or
11.1. 2 We will offer to reschedule the Service at another time mutually agreed upon between the Customer and IVS CLEANING LTD.
11.2 If the reason for non-appearance is traffic, crash, public strike or reason not in our human power, we will try our best to reschedule the service at a convenient time for both sides.
12.1 If the Customer is dissatisfied with the quality of the Service such as End of Tenancy cleaning, Move-out & Move-in Cleaning provided, it must inform IVS CLEANING LTD within 24 hours of completion of the Service. IVS CLEANING LTD strives to achieve 100% customer satisfaction and resolve the problem quickly and efficiently.
12.2 Any complaints regarding any damages to your property or appliances in your property must be reported within 24 hours written by email (email@example.com), including photos or proofs. We will not consider any complaints about damages reported after 24 hours or if someone else has been into the property except for you - the Customer.
12.3 We will not be held liable for work not completed or not achieved to a good standard if third parties are present on the property when our cleaners/team are working and carrying out the job or if third parties have been on the property before the Customers’ checks.
12.4 For any Domestic cleaning, One-Off Deep Cleaning, After builders cleaning, Carpet Cleaning, or Oven cleaning, there is no guarantee. These services are subject to many factors and are not guaranteed.
All these services are hourly based services, based on the layout of the property, the condition of the property, the size of the property and depend on the time we recommend for good qualified service and the Customer is able to pay and reserve.
12.5 Regular domestic cleaning is an hourly service calculated based on the property layout. If, for any reason, you select lower hours than hour software-recommendation calculated time, none of the complaints will be accepted. If you choose the recommended time or even more hours, then we will be responsible to come back and redo the cleaning to the maximum possible standard that can be achieved for free.
13. Exclusions and limitations
IVS CLEANING LTD is not responsible for:
13.1 Not completing or providing the Service as a result of a breach of a warranty by the Customer (including a failure by the Customer to provide a safe working environment or unencumbered access to the Premises)
13.2 Not completing or providing the Service due to the Cleaner not proceeding for health and safety reasons.
13.3 Any loss or damage incurred by the Customer or any third party due to the effects of a force majeure, being any event beyond the reasonable control of IVS CLEANING LTD.
13.4 Not completing or providing the Service due to any act or omission of the Customer or any other person at the Premises during provision of the Service.
13.5 Existing dirt, wear, damage or stains that cannot be completely cleaned or removed.
13.6 Any wear or discolouring of fabric or surfaces becomes more visible once dirt has been removed.
13.7 All fragile and highly breakable items, jewellery, items of sentimental value, art and antiques.
13.8 The cost of any key replacement or locksmith fees unless keys were lost by IVS CLEANING LTD or the Cleaner.
13.9 Old stains that cannot be removed using normal cleaning methods.
13.10 Accidental damage due to faulty equipment;
13.11 Any accidental damage caused by a cleaner working with IVS CLEANING LTD if there is an outstanding amount owed to IVS CLEANING LTD (excluding payment due for the cleaning visit when the accident happened).
13.12 IVS CLEANING LTD will not be responsible for triggering any alarm systems. The customer should provide special instructions for the deactivation/activation of any alarm systems. IVS CLEANING LTD, 31 Knebworth Avenue, E17 5AH, Company Number 11031054
14. Accidents, Breakage, Damage & Theft
14.1 While our cleaners will treat your home with great care, accidents can and do happen from time to time. All of our cleaners are covered by Public Liability Insurance. IVS CLEANING LTD has public liability insurance too. The policies will cover major accidental damage caused by our cleaners.
14.2 The Customer must inform IVS CLEANING LTD of any incident where an accident, breakage, or damage to property has occurred due to any act of the Cleaner within 24 hours of completion of the Service;
14.3 Any claims reported later than 24 hours after the clean will not be considered. If a report of damage is made on a Saturday, it must be reported by Monday noon to be accepted as a valid claim;
14.4 All fragile and highly breakable items must be secured or removed. Items excluded from liability are: cash, jewellery, items of sentimental value, art and antiques;
14.5 We may require entry to the location of the claim within 24 hours to correct or assess the problem.
15. Cancellation by the Customer
15.1 The Customer must provide IVS CLEANING LTD cancellation notice at least 48 hours before the Service Time if they wish to suspend, postpone or cancel the Service. Otherwise, the full amount of the booking must be paid.
15.2 If the customer wants to cancel a regular cleaning agreement for some reason - they must give IVS CLEANING LTD 1 (one) week's written notice for cancellation by email (firstname.lastname@example.org), including the reason why they wish to terminate their regular service.
If this does not happen – the Customer has to pay the full outstanding amount, including the next 4 (four) week's schedule.
15.3 If such notice has been given, IVS CLEANING LTD will endeavour to reschedule the service.
15.4 Regular Domestic Cleaning: You agree to pay the full price of the cleaning visit if you cancel, change or reschedule the date/time less than 48 hours before the scheduled appointment. You agree to pay the full price of the cleaning visit if no one is at home to let our professional in; or a problem with your keys. (If keys are provided, they must open the lock without any special efforts or skills.)
15.5 Any other services except for Regular Domestic Cleaning are subject to a cancellation fee of 100% if the Customer hadn't informed us with an email 72 hours notice before the booking.
16. Cancellation by us
We reserve the right to cancel the contract between us if:
16.1 We have insufficient staff to fulfil the booking you have ordered;
16.2 We do not cover your area; or
16.3 One or more of the services you ordered was listed at an incorrect price due to a typographical error;
16.4 If we do cancel your contract, we will notify you by email within 14 days of your booking;
16.5 Notwithstanding the foregoing, nothing in these terms and conditions is intended to limit any rights you might have as a consumer, neither under applicable local law or other statutory rights that may not be excluded nor in any way to exclude or limit our liability to you for any personal injury resulting from our negligence; IVS CLEANING LTD, 31 Knebworth Avenue, E17 5AH
16.6 IVS CLEANING LTD’s professionals have the right to cancel the service if any of the following circumstances are in the presence
- Illegal drugs, drunk people, pests
- Traces of blood, excrements, etc
- Bad clients' attitude
- Lack of electricity or hot water
- Lack of parking availability
- Bad weather
- Bad condition of the property, not reported in advance with photos.
- If the property layout doesn't match the information given in the booking form or by email
- If we can not get access to the property for more than 30 minutes - in case of this cancellation, the customer is responsible for paying the relevant amount according to the lost time for travelling and potentially loss of other jobs that could be performed.
All services are subject to acceptance and availability. If the service you have booked is not available, we will contact you by email or phone (if you have given us details). You will have the option either to wait until the service is available or to cancel your booking (without cancellation fees)
18. Prices & Minimum charges per visit
18.1 All given prices over email, booking form or listed on our website are exclusive VAT and are subject to 20% VAT.
18.2 There are no hidden fees or taxes.
18.3 There is a minimum charge per visit of £45.00 for commercial cleaning services / communal areas and stairs. This price does not include cleaning equipment or detergents. If you want us to provide them, then will be an additional cost arranged upon agreement.
18.4 There is a minimum charge per visit of £40.00 for weekly domestic regular cleaning services. This price does not include cleaning equipment or detergents. If you want us to provide them, then will be an additional cost arranged upon agreement.
18.5 There is a minimum charge per visit of £45.00 for fortnightly domestic cleaning services. This price does not include cleaning equipment or detergents. If you want us to provide them, then will be an additional cost arranged upon agreement.
18.6 There is a minimum charge per visit of £200.00 for non-hourly based Pre-Tenancy services. This price includes cleaning equipment or detergents. Congestion charges and Parking fees are payable by the customer on top of the total price.
18.7 There is a minimum charge per visit of £145.00 for One-off Deep cleaning. This price includes cleaning equipment or detergents. Congestion charges and Parking fees are payable by the customer on top of the total price.
18.8 There is a minimum charge per visit of £176.00 for After builders cleaning services. This price includes cleaning equipment or detergents. Congestion charges and Parking fees are payable by the customer on top of the total price.
18.9 There is a minimum charge per visit of £79.00 for Gardening services. Congestion charges and Parking fees are payable by the customer on top of the total price.
18.10 There is a minimum charge per visit of £60.00 for Carpet and Upholstery services, Oven Cleaning. Congestion charges and Parking fees are payable by the customer on top of the total price.
19. Employees Solicitation
6.1 When agreeing to services with IVS CLEANING LTD, you agree not to solicit any staff member introduced to you by IVS CLEANING LTD for any home-related services.
6.2 The Customer acknowledges that 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 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 12 months after the conclusion of any service. The 12 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.
6.3 If you are found to have solicited one of our staff members without involving our company, you may be charged for all the training end recruitment costs. Please be advised that our recruitment and training fee is £2000 payable to IVS CLEANING LTD immediately."
The Customer acknowledges that any information provided by the Customer may be used by IVS CLEANING LTD to provide the Service. IVS CLEANING LTD agrees not to share any information provided by the Customer with any third party not directly involved in the provision of the Service (unless required to do so by law).
21. Changes to Terms of Service
IVS CLEANING LTD reserve the right to update or modify these terms and conditions at any time.
22. Links to third-party websites
Our website may contain links to and from the websites of our partner networks and affiliates from time to time. If you follow a link to any of these websites, please be aware that these websites have their privacy policies, for which we accept no responsibility or liability. Please review these policies before submitting any personal information to these websites. We welcome any feedback about third-party websites that are linked to ours.