Terms and Conditions at Makdena-Services4u cleaning agency
1.1 The cleaning agency agrees to perform the work specified by the Client in a professional manner.
1.2 Makdena- Services4u reserves the right to make changes to any part of these Terms and Conditions.
1.3 By ordering our services via telephone, email, or website the Client has a verbal or written agreement and is agreeing to be bound by the company’s Terms and Conditions of Service.
2.Obligations of Makdena-Services4u
2.1 The agency will make every effort to select a suitable Cleaner before making an introduction to the Client.
2.2 We will use our reasonable endeavour to supply vetted Cleaners to you. You will be able to interview the Cleaner whom you will contract directly to carry out interior domestic cleaning and ironing or office cleaning.
2.3 Where the Client is unhappy with the Cleaner introduced by Makdena-Services4u, the agency shall:
2.3.1 Endeavour to introduce a replacement Cleaner to the Client, and
2.3.2 Issue the Client with a refund or credit for any period that the Client is without the Cleaner
2.4 If by agreement with the Client the replacement Cleaner provides additional services to compensate the Client for services not received by the Client during the period when there was no Cleaner, the Agreement shall continue unaffected and all of the terms shall continue to apply.
2.5 In the event that a suitable replacement Cleaner cannot be found and introduced to the Client, then termination may apply.
2.6 Makdena-Services4u endeavours to ensure that a high standard of work, integrity and reliability is always maintained by the Cleaner.
3. Client’s Obligation
3.1 The Client shall provide a safe working environment for the Cleaner
3.2 The Client shall allow the Cleaner access to hot water and power.
3.3 The Cleaner cannot lift heavy furniture or work at heights, all cleaning materials and equipment must be in good working order.
3.4 Cleaning materials and equipment should be provided by the Client unless it has been agreed differently and may be subject to a surcharge.
3.5 The Client will be responsible for arranging cleaning times, giving instructions and making payments at the agreed hourly rate directly to the Cleaner.
3.6 The Cleaner is introduced to the Client as a self-employed Cleaner and the Client shall retain the Cleaner under the Contract for Services, which shall be a separate arrangement between the Client and the cleaner only.
3.7 The Client shall agree with Cleaner directly what services to be performed by the Cleaner and such services shall form the basis of the Cleaners obligations. The Client may charge the scope and manner of the services at any time by reaching a mutual agreement with the Cleaner.
4.1 Regular Domestic Cleaning/Commercial Cleaning
4.1.1 The Client agrees to sign and return the Agreement form to Makdena-Services4u within 7 days of placing the order.
4.1.2 A minimum duration of 2 cleaning hours applies.
4.1.3 The Client shall pay to Makdena-Services4u for the introduction of the Cleaner and ongoing support for the duration of the Agreement.
4.1.4 This Agreement will be for a minimum initial period of thirteen (13) weeks from the date of signature and shall continue until the Agreement is terminated or canceled.
4.1.5 The Client shall sign and return to Makdena-Services4u the standing Order mandate authorising payment to be made from the client’s bank to Makdena-Services4u quarterly in advance. Such payment shall continue until the Agreement is terminated or canceled.
4.1.6 Any change to the hours should be reported in advance to the agency and shall be subject to the appropriate adjustment to the amount payable to Makdena-Services4u
4.1.7 If a Cleaner is retained by the Client for more hours than originally agreed without the Client paying an additional fee to Makdena-Services4u, Makdena-Services4ureserves the right to claim the additional fee due plus interest for any period
4.1.8. Makdena-Services4u will not be responsible for triggering any alarm systems. The Client should give any special instructions for deactivating/activating any household alarm systems.
4.1.9. Cancellation of services needs to be put in writing by giving one month written notice.
4.1.10. Cancellation of a cleaning session needs to be given 24 hours notice in advance, otherwise,50% of the lost cleaning session fee is payable.
4.2 One-off cleaning (Spring cleaning), Tenancy cleaning, After builders cleaning, After party cleaning
4.2.1. The client agrees to provide all necessary cleaning materials and equipment (except Tenancy cleaning) needed for the required work unless other arrangements have been made with Makdena-Services4u. All cleaning equipment should be safe and in full working order.
4.2.2. The Client understands that the price quoted includes only cleaning labour.
4.2.3 All our estimates are based on the average time of cleaning houses of similar sizes, that is why the degree of flexibility may be required.
4.2.4. One-off Spring cleaning, Tenancy Cleaning, After Builders Cleaning, After party cleaning does not include cleaning of walls, ceilings, curtains, exteriors windows, balcony, patio, gardens, washing up, laundry and professional carpet and upholstery cleaning.
4.2.5. Makdena-Services4u reserves the right not to continue with the job if, on inspection, the materials to be cleaned or treated are not suitable for cleaning or treatment, or water or power is not available.
4.3. Carpet/Upholstery Cleaning services
4.3.1 All carpet/upholstery cleaning orders are subject to a £50 minimum call-out charge.
4.3.2. Makdena-services4u reserves the right to amend the initial quotation should the Client’s original requirements change.
4.3.3. If the client has a dog, cat or another hairy animal, hair slowing down the cleaning process, an additional 20% extra charge will be added to the service price.
4.3.4. Any charges like Central London Congestion charge and parking will be added to the Client’s invoice unless a different agreement was made.
4.3.5. If the Client’s premises are above the third floor of a building with no lift additional charge of £10 will apply.
4.3.6. Makdena-Services4u reserves the right not to continue with the job if on inspection it is found, that the material to be cleaned or treated is not suitable for cleaning or treatment. Makdena-Services4u also will not continue with the job if for example water or power is not available or if there is interference in the work from the Client or any other person.
5. Complaints and Claims
5.1 Client accepts and understands that poor service, breakage, damage or theft must be reported within 24 hours from the service date. Failure to do so will entitle the client to no refunds or recovery cleanings.
5.2. Makdena-Services4u requires the presence of the Client or his representative in the beginning and at the end of the cleaning service (one-off cleaning) so an inspection can be carried out and if any corrections are needed, should be made on the same day.
5.3. If the Client has scheduled an inventory check, then it must be scheduled no later than 24 hours after the cleaning job has been done.
5.4. Makdena-Services4u will not accept a complaint based on an Inventory check report, filed more than 24 hours after the cleaning service.
5.5. Complaints are accepted verbally over the phone and in writing (letter, email). Complains must be reported on completion or in the following 24 hours.
5.6. 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.
5.7. Client should appreciate that carpets often will not have a consistent appearance after cleaning by reason of differences in wear and tear. Sunlight will sometimes cause fading in areas of the carpet and cleaning cannot rectify this. Stains are not always visible before dirt is removed and it may not be possible to remove the stains completely.
5.8. In case of damage Makdena-Services4u will try to repair the item if it agrees that it caused the damage. If the item cannot be repaired, Makdena-Services4u will rectify the problem through the insurance company if it is proven to be by our personnel.
5.9. Makdena-Services4u reserves the right not to be liable for: completing tasks that are not stated on our task list, jobs not complete due to lack of hot water or power and suitable cleaning products or equipment not in full working order, the third party entering or present at Client’s premises obstructing the cleaning process, wear or discoloring of fabric becoming more visible once dirt has been removed, failing to remove old/permanent stains that cannot be removed using standard carpet cleaning methods.
6.1. Client understands that he is not entitled to any refunds.
6.2. If the Client is not completely satisfied with the cleaning service and a complaint has been placed in the stated 24 hours after completion of work, Makdena-Services4u reserves the right to return a cleaner and re-clean any areas to the client’s satisfaction. Therefore, the Client must allow the cleaner to be returned and he should be present at all times during the re-clean session.
6.3. Makdena-Services4u reserves the right to return the cleaner, not more than once.
7.1. Makdena-Services4u has Public and Employer liability insurance.
7.2. Each Cleaner employed by the Client through the Agency will be covered by an insurance policy which includes public liability cover providing for a maximum payment of 1.000.000 in the event of accidental bodily injury or accidental loss of or damage to the Client’s property. Neither Makdena-Services4u nor its insurers shall be liable for the first £150 of any claim nor for any claim of £150 or less in value.
7.3. Insurance cover does not include anything that may break down or stop working at any time such as dishwasher, washing machine, oven, cooker, extractor fan, fridge, freezer, etc., any other items, instability of which the Client is already aware of. The Client is obliged to warn the Agency or the Cleaner about appliances, that are poorly fixed or not in full working order.
7.4. The Client must not ask the Cleaner to use bleach (regular cleaning), as no insurance claims for bleach damage will be accepted.
8.1 Regular Domestic cleaning
8.1.1 The Agency can terminate the agreement only by giving one-month notice to the client in writing.
8.1.2. The Client can terminate the Agreement only by giving one-month notice to the Agency in writing.
8.1.3. If any Client should cancel prior to cleaning commencing, then the Agency may charge for any reasonable expenses incurred.
8.1.4. 24 hours notice is required if the Client should either decide to cancel or re-schedule the cleaning session.
8.1.5. The Client agrees to pay 50% of the lost session as a cancellation fee if he/she cancels the service less than 24 hours prior to the scheduled session.
8.1.6. It is the Client’s responsibility to ensure the Standing Order mandate paying the agency retainer is cancelled through the Client’s bank upon the termination of your contract with the Agency. If the Client fails to do this, the Agency will be entitled to charge an administration fee of £15 Such fee being deducted from the amount of any refund payable to the Client.
8.2. One-off cleaning, Carpet/upholstery cleaning
8.2.1. 24 hours notice is required if the Client should either decide to cancel or re-schedule the cleaning service.
8.2.2. The Client agrees to pay 40% of the quote as a cancellation fee if he/she cancels the service less than 24 hours prior to the scheduled session.
8.2.3. The Client agrees to pay 40% of the quote as a cancellation fee in the event of a lock-out caused by our cleaners being turned away; no one home to let them in; no water or power available at Client’s premises or problem with Client’s keys. If keys are provided, they must open the lock without any special effort or skills.
8.2.4. If an initial deposit has been paid to Makdena-Services4u, then the Client agrees that deposit funds may be used to cover the cancellation fee.
9. After cancellation of the cleaning service
By entering into a service Agreement with Makdena-Services4u the Client agrees that for a period of twelve months following termination of the Agreement the Client will not employ any Cleaner who has been introduced as a Cleaner by Agency to the Client via the Agency. The client will pay Makdena-Services4u £500immediately on receipt of a written demand, if within twelve months of the termination of the agreement the Client or the Client's Associate either directly or indirectly employs or contracts with any cleaner who has been introduced by Makdena-Services4u to the Client during the term of the Agreement