Terms of Business

Terms and Conditions – Makdena-Services4u Cleaning Agency
1. General
1.1 Makdena-Services4u operates as a cleaning agency, introducing self-employed cleaners to Clients and providing
ongoing support in connection with those introductions.
1.2 Makdena-Services4u reserves the right to amend these Terms and Conditions from time to time. Any updated
version will be made available on the Agency’s website.
1.3 By booking services via telephone, email, or the website, the Client confirms acceptance of these Terms and
Conditions.
2. Obligations of Makdena-Services4u
2.1 The Agency will make every reasonable effort to introduce a suitable Cleaner to the Client.
2.2 The Agency endeavours to introduce vetted, reliable self-employed Cleaners. The Client may meet or communicate
with the Cleaner before confirming the arrangement.
2.3 If the Client is dissatisfied with the Cleaner introduced, the Agency shall:
• 2.3.1 Endeavour to introduce a replacement Cleaner, and
• 2.3.2 Where applicable, provide a credit or refund for any period the Client is without a Cleaner.
2.4 If a replacement Cleaner provides additional services to compensate for missed sessions, the Agreement shall
continue unaffected.
2.5 If no suitable replacement Cleaner can be found, the Agreement may be terminated.
2.6 The Agency endeavours to maintain high standards of integrity, reliability, and professionalism.
3. Client Obligations
3.1 The Client shall provide a safe working environment for the Cleaner.
3.2 The Client shall provide access to hot water and electricity.
3.3 Cleaners are not required to lift heavy furniture or work at heights. Equipment must be safe and in good working
order.
3.4 Scope of Cleaning Tasks
The Agency provides a standard cleaning task list as a general guide to tasks commonly carried out during regular
cleaning visits. This list is discussed with the Client at the initial meeting to help set expectations.
The Client may agree additional or adjusted tasks directly with the Cleaner, provided they are reasonable and suitable
for the type of service agreed.
3.5 The Client is responsible for arranging cleaning times, instructions, and making payment directly to the Cleaner.
3.6 Cleaners are self-employed and contracted directly by the Client. The Agency does not employ Cleaners.
3.7 The scope of services may be varied at any time by mutual agreement between the Client and the Cleaner.
4. Services
4.1 Regular Domestic / Commercial Cleaning
4.1.1 A minimum cleaning duration of two hours applies.
4.1.2 The Client pays the Agency an introduction and ongoing support fee for the duration of the Agreement.
4.1.3 The Agreement runs for an initial minimum period of thirteen (13) weeks and continues until terminated.
4.1.4 Agency fees are payable quarterly in advance via standing order unless agreed otherwise.
4.1.5 Any change to agreed hours must be notified to the Agency and may result in an adjustment to Agency fees.
4.1.6 The Agency is not responsible for triggering alarm systems.
4.1.7 One month’s written notice is required to terminate regular cleaning services.
4.1.8 Cancellation of an individual session requires at least 24 hours’ notice. Late cancellations are subject to a 50%
charge.
4.2 One-Off, Deep, Tenancy & After-Builders Cleaning
4.2.1 The Client provides all cleaning materials and equipment unless otherwise agreed.
4.2.2 Prices quoted relate to cleaning labour only.
4.2.3 Estimates are based on average property size and condition.
4.2.4 These services do not include walls, ceilings, external windows, gardens, or specialist services unless agreed.
4.2.5 The Agency may decline to proceed if conditions are unsuitable.
4.3 Carpet & Upholstery Cleaning
4.3.1 A minimum call-out charge of £50 applies.
4.3.2 Quotations are based on information provided and may be amended if requirements change.
4.3.3 Where excessive pet hair significantly increases cleaning time, an additional charge of up to 20% may apply.
4.3.4 Parking, congestion, or access charges will be added where applicable.
4.3.5 Properties above the third floor without lift access may incur a £10 surcharge.
4.3.6 The Agency may decline or discontinue service where conditions are unsuitable or utilities unavailable.
4.3.7 Cleaning may not remove all stains or signs of wear. Results depend on fabric condition and prior use.
5. Complaints and Claims
5.1 Any complaint must be reported within 24 hours of service completion.
5.2 For one-off services, the Client or representative must be present at the start and end of the service.
5.3 Inventory-based complaints must be raised within 24 hours.
5.4 Complaints may be made verbally or in writing.
5.5 Fragile, valuable, or sentimental items must be secured and are excluded from liability.
5.6 Some wear, fading, or permanent stains may remain after cleaning.
5.7 Where damage is proven, reasonable repair will be attempted or referred to insurers.
5.8 The Agency is not liable for pre-existing defects, access issues, or third-party interference.
6. Client Satisfaction
6.1 Refunds are not provided.
6.2 Where a valid complaint is raised within 24 hours, the Agency may arrange one re-clean.
6.3 The Agency reserves the right to limit re-cleans to one visit.
7. Insurance
7.1 The Agency holds Public and Employer’s Liability insurance appropriate for its activities.
7.2 Insurance covers accidental injury or damage to Client property, subject to policy limits and excess.
7.3 Insurance does not cover normal wear and tear or appliance malfunction. Clients must disclose unstable or faulty
items.
8. Cancellation / Termination
8.1 Regular Cleaning
8.1.1 One month’s written notice is required by either party.
8.1.2 Less than 24 hours’ cancellation notice incurs a 50% charge.
8.1.3 The Client is responsible for cancelling standing orders after termination.
Failure to do so may result in a £15 administration fee.
8.2 One-Off & Specialist Cleaning
8.2.1 24 hours’ notice is required.
8.2.2 Late cancellations incur a 40% charge.
8.2.3 Lock-outs or access issues also incur a 40% charge.
8.2.4 Deposits may be used to cover cancellation charges.
9. After Cancellation
For a period of six (6)months following termination, the Client agrees not to directly or indirectly engage any Cleaner
introduced by the Agency.
A fee of £500 will apply for breach of this clause.
Final Note
These Terms of Business should be read together with the Client–Agency Agreement, which shall prevail in the event
of any inconsistency.
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