Terms & Conditions | ISI Cleaning

OUR TERMS

1. THESE TERMS

1.1 These are the terms and conditions on which we supply services to you.

1.2 Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide services to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.

2. INFORMATION ABOUT US AND HOW TO CONTACT US

2.1 Who we are. We are ISI Cleaning Service. Our registered address is 44 The Roystons, Surbiton, Surrey, KT5 8HH.

2.2 How to contact us. You can contact us by telephoning on 020 3488 6994 or by writing to us at info@isicleaning.co.uk.

2.3 How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.

3. OUR CONTRACT WITH YOU

3.1 How we will accept your order. Our acceptance of your order will take place when we email you or send you a message confirmation to accept it, at which point a contract will come into existence between you and us.

3.2 If we cannot accept your order. If we are unable to accept your order, we will inform you of this and will not charge you for the services.

3.3 We only sell to the South West London. Our website is solely for the promotion of our services in the South West London. Unfortunately, we do not accept orders from outside this area.

3.4 Exercising your right to change your mind. Although we deliver your service in accordance with the Consumer Rights Act 2015 and Consumer Consumer Contracts Regulations 2013, by placing your order with us, you are opting out of the 14-day 2 cooling off period. You still have a right to cancel your order up to 24 hours before the service is booked, but after this time a cancellation charge will be applied in accordance with these terms.

4. YOUR RIGHTS TO MAKE CHANGES

If you wish to make a change to the services you have ordered please contact us at the earliest opportunity. We will let you know if the change is possible. If it is possible, we will let you know about any changes to the price of the service, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see clause 7, Your rights to end the contract).

5. PROVIDING THE SERVICE

5.1 When we will provide the services. During the order process we will confirm the date agreed with you for us to provide the services. The estimated completion date/time for the services is as told to you during the order process. Although we cannot guarantee our exact arrival time as we stay in each customer’s home until the work is completed and, in some instances, there are factors outside of our control, e.g. traffic.

5.2 What cleaning products will we use. ISI Cleaning cleaning products have all been carefully selected to ensure all is cleaned to the highest standard.

5.3 If you are having building works or require additional cleaning. Please notify us of any work or events taking place in your home that may result in the need for extra cleaning. We need to be notified to allow for extra time in our schedules and also for health and safety considerations. An additional charge may be payable and we reserve the right to charge an extra fee if appropriate, even if we were not notified of the extra work required. All prices quoted for regular cleaning only allow for ‘normal’ domestic cleaning.

5.4 If you have any pets. Please ensure that any pets that are liable to bite, scratch or intimidate the cleaners are safely secured away from our teams before they arrive. Our Cleaners are under strict instructions not to clean any pet excrement or vomit, on health and safety grounds.

5.5 If someone is unwell. Please advise us in advance of your clean if anyone in the home has an infectious illness. We reserve the right to protect staff and other customers by cancelling the clean if appropriate. Please note that our teams are under strict instructions not to clean any urine, faeces, vomit, soiled clothing or similar hazards, on health and safety grounds.

5.6 We are not responsible for delays outside our control. If our supply of the services is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract.

5.7 If your usual clean falls on a bank holiday or business shutdown. Whilst every effort is made to rearrange cleans due on Bank Holidays or other times of business closure this cannot be guaranteed.

5.8 If you do not allow us access to provide services. If you do not allow us access to your property to perform the services as arranged (and you do not have a good reason for this) we will charge a fee of 1/2 of the total cost for the service(s) schedule.

5.9 If we consider that there are health and safety issues at the property. We reserve the right to terminate the contract immediately.

5.10 Current and ex-employees of ISI Cleaning. It is a strict term and condition for ISI Cleanings’ employees that they are prohibited from doing any kind of work privately for ISI Cleanings’ customers, or ex customers within 12 months of leaving our service.

You are kindly requested not to embarrass our Cleaners by enquiring if they will work for you privately. In the event of any ISI Cleaners working for a customer or ex customer, whilst in the employment of ISI Cleaning or within 12 months of leaving the employment, then an introduction fee of £500 will be payable to us by you.

6. IF THERE IS A PROBLEM

6.1 How to tell us about problems. If you have any questions or complaints about the services, please contact us. You can telephone us on 020 3488 6994 or write to us at info@isicleaning.co.uk or our registered address as set out above.

7. HOW TO END THE CONTRACT WITH US

7.1 Our notice period is 1 week during the first month and 2 weeks thereafter.

7.2 To end the contract with us, please let us know by phone or email. Call us on 020 3488 6994 or email us at info@isicleaning.co.uk. Please provide details of the property address where the services are to be provided, when you ordered and your name and address.

8. OUR RIGHTS TO END THE CONTRACT

8.1 We may end the contract if you break it. We may end the contract for a service at any time by writing to you if:

(a) you do not make any payment to us when it is due and you still do not make payment within 7 days of us reminding you that payment is due;

(b) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the services, for example, number of rooms;

9. PRICE AND PAYMENT

9.1 Where to find the price for the product. The price of the service will be the price as given to you in the course of your booking. We take all reasonable care to ensure that the price of the service advised to you is correct, however, the price at this point is based upon your assessment of the size/requirements/condition of the property. On attending the property to deliver the services, if we should find that these vary substantially from those provided at the time of booking the price will be subject to change but we will confirm this with you prior to commencing the work.

9.2 What happens if the price is incorrect. It is always possible that, despite our best efforts, some of the services we sell may be incorrectly priced. If the price is wrong because of the information provided by you, we will need to adjust the price according to the correct information. However, we will always confirm the pricing with you prior to commencing the work. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid.

9.3 When you must pay and how you must pay. We require a prompt payment no later than 7 days after the invoice date. We accept bank transfers as well as cash payments. In the event of late payment, ISI Cleaning may charge interest on the amount outstanding.

9.4 What to do if you think an invoice is wrong. If you think an invoice is wrong please contact us within 7 days to let us know.

10. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY US

10.1 When we are liable for damage to your property. If we are providing services in your property, we will make good any damage to your property caused by us while doing so, if we have been notified within 24 hours of any such damages. However, we are not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover while providing the services.

10.2 We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

11. HOW WE MAY USE YOUR PERSONAL INFORMATION

11.1 How we will use your personal information. We will use the personal information you provide to us:

(a) to supply the services to you;

(b) where we need to comply with a legal obligation - e.g. tax purposes

11.2 For more information on how we will use your personal data, please see our privacy policy.