Elite Changeovers Ltd (herein referred to as EC) operate the business as a cleaning/changeover service provider, under the terms and conditions below. For the purposes of this agreement, the ’client’ is referred to as the individual, business or representative acting as, or on behalf of the property owner.
EC reserves the right to make amendments to these conditions without giving prior notice.
By requesting EC to provide service by any means: telephone, email, fax, online package purchase, booking form and or direct conversation – the client accepts that these terms and conditions are binding as an agreement.
EC provides a Holiday Let changeover service, which includes cleaning of the property, and upon agreement, the associated laundry of bedding and towels after a guest or owner stay. From time to time, we may offer general domestic/ home and office or other commercial cleaning, spring cleaning, deep cleaning, after function or event cleaning, pre and or post move cleans, renovation or building cleaning, show house cleans.
General:
1. Payment card information needs be submitted to EC in advance of the first service visit, subject to other arrangements as made with EC management. These card details will be held securely on file for the duration that EC’s services are required, until notice is served the client, and all invoices have been paid up to date. Payment will be taken twice per month for services provided, and may be taken without prior notice for tasks already performed. It is the client’s responsibility to ensure payment details are up to date.
2. Arrival times are only estimated, as traffic congestion, road closures, and other factors may be beyond our control.
3. EC reserves the right to suspend its cleaning and laundry service if a bill is not paid, or payment fails. Any money due to EC or outstanding money will be charged 2.0% per month compounded interest from due date (plus associated legal and admin levies incurred to recover outstanding monies due). An admin levy of £20 may be charged if accounts cannot be paid by the due date.
4. Prices as per estimate and or quote are for labour only in terms of cleaning and linen servicing as requested and agreed to by EC, unless otherwise agreed to by EC. EC reserves the right to amend an estimate and or quote if on arrival conditions and or circumstances are substandard or vary from information provided to EC to obtain either the quote or estimate.
5. Time estimates given by EC for work as requested, are only an estimate as size of the area and the actual level of dirtiness as well as conditions encountered have a direct effect on time needed.
6. Working with or around contractors at the property, and or other service providers can require up to 3 times more time to complete the same work and EC reserves the right to amend any cost estimates and or quotes and charge accordingly. Prior notice to EC should be given, where possible, if you have booked a contractor to be at the property at the same time as EC scheduled changeover.
7. The client agrees to advise EC in advance of any surfaces or furniture items that need to be cleaned using non-standard cleaning materials. No responsibility is undertaken for using same. EC charges for non-standard detergents and equipment
8. Should the guest have failed to checkout at the agreed time, unless notified in writing at least 24 hours prior, and assumed to be 10am, then EC will not be entering the property until the guests have vacated. A penalty charge will be applied equivalent to the time spent waiting for entry. If the EC team member has to return at a later time, EC reserves the right to charge for any associated costs.
9. Keys should be available in a lockbox outside the property for the changeover to commence. If an EC team member arrives at the property and keys cannot be located and/or access is not possible for other reasons, and as a result the clean has to be abandoned, the client will be liable for the full cost of the changeover, as if it had actually taken place. If access to the property is delayed for any reason upon arrival of an EC team member, the proportionate cost of this delay will be passed on to the client.
10. The client has the responsibility to deactivate any alarms, and/or share with EC the passcode information to disarm any devices. No responsibility for the triggering of an alarm system or costs related to a response will accepted by EC.
11. EC reserves the right to suspend or cancel a cleaning service, if there are problems with the access, water or electricity supplies, or problems working around other contractors and or service providers, or interference from any party. The client will still be held liable for the full cost of the agreed service.
Claims and Complaints:
12. The client is responsible for reporting any incident, breakage, damage and loss or complaint within 24 hours of completion of the service. Failure to do so will nullify any re-clean or action to rectify.
Where EC is only advised later, we will rectify at the sole discretion of EC management at the next clean or if possible make other arrangements to do so, when possible.
13. The client is responsible for securing cash, jewellery and other small items of value. EC pays staff well and has a zero tolerance policy in terms of theft and dishonesty. No responsibility or liability is accepted for any of the above.
14. If the property has been left by the client or guests in a much less clean condition than would normally and reasonably be expected, and therefore take more time to complete the service, the client will be billed accordingly.
15. Complaints need to be made within 24 hours of the completion of the service (if client is not at the premises on our departure as agreed with EC).
16. The client is responsible for securing or removing all fragile or easily breakable items from areas that need to be cleaned. Items excluded from any liability by EC are cash, jewellery, art works, antiques and items of sentimental value (including but not limited to damaged, fragile or unsecured items or objects).
17. The client undertakes to advise EC management on any defects of all items or fixtures that may be cracked, chipped, scratched or unstable and as such be prone to further damage or to cause damage of any nature. Any such item and or fixture is cleaned or handled at the exclusive risk of the client.
18. EC reserves the right not to be liable for any action or service if service is postponed due to broken equipment, resulting from any circumstances beyond our direct control, or if there are issues in terms of safety.
19. EC reserves the right not to be responsible for accidental damage or loss of any nature.
20. EC has insurance to cover any accidental damages caused by a EC member of staff at a point of service, subject to the damages being reported within a reasonable timescale.
21. Guest Check-out times will be assumed as 10am unless otherwise notified in writing. Guest Check-in times will be assumed as 4pm unless otherwise notified in writing.
22. EC reserves the right not to share any confidential company information or documents.
23. No client will be entitled to a full or partial refund; this is subject to the discretion of EC.
24. Should a client not be satisfied with the level of service and such is conveyed to EC within the prescribed 24 hr period of completion of the service, or as defined above, EC reserves the right to do a re-clean of the specific area and or item only at an agreed time and day.
25. A re-clean will only be carried out once.
Cancellation and postponement of services:
26. A booked or routine service may be postponed or cancelled as the case may be up to 24 hrs prior to an agreed starting time of a changeover service. The request must be per email or direct telephone call with EC management and needs to be confirmed by EC to be valid.
27. The client undertakes to be liable for the full fee should the request be made within less than the 24 hr. period.
28. The client is responsible to provide access to EC as agreed and in the event of a no show or lock out by the client; the client will be held liable for the full service fee and or costs related to such.
29. It the client wishes to give notice, this must be made in writing per email or fax. A telephone call will not be accepted as notice. Failure by the client to provide the stipulated notice, the client accepts liability for all fees, costs and interest, due over the notice period, plus interest compounded at 2% per month including all costs on a lawyer to client basis until date of full settlement.
30. No staff member, or self-employed team member of EC may be offered or given temporary or permanent employment by the client directly or indirectly (family, work) without prior negotiation with EC and payment of the placement levy. The period of protection is agreed to as 6 (six) months. This applies from the date of termination of services of EC by the client irrespective of any cause or reason.
Should a staff or ex staff member be employed within the said 6-month period the client agrees to be liable for a referral/ placing fee of £1,200
NOTE: Where EC needs to investigate a situation and proof of poaching is obtained a PI fee with a minimum of £400 will be levied.
31. Quotations are valid for 15 Days.
32. Washing of the clients own linen is done at the risk of the client. The client needs to instruct EC on fabric and colour selection and iron settings. We reserve the right for EC or one of EC’s agents or suppliers to carry out the laundry at their own private or commercial premises.
33. The website and any emails, invoices or written quotes by EC or discussions and interactions sms, whats app, or phone calls: T and C’s apply.
34. By submitting the booking form or request for a quotation, you accept all terms and conditions of EC the website as a binding agreement.
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