TERMS AND CONDITIONS

By placing an order in person, over the phone, social media or by email, clients are bound to the following ‘TCG Cleaning Group’ Terms and Conditions:

SERVICES

1. General Cleaning Services

1.1. ‘TCG Cleaning Group’ fees are payable by the client upon completion of agreed works. These will be paid into our nominated account as per cleaning schedule.

1.2. ‘TCG Cleaning Group’ reserves the right to suspend cleaning services if monthly

payments are missing or if paperwork is not returned to ‘TCG Cleaning Group’ within 7 days of placing the order.

1.3. The sales advisors can only give a rough estimate of the duration of the cleaning service, which is based on a basic description of the client's house. Please note that the cleaner may discuss a variation on the planned duration if, in practice, it appears to be required. Please note that duration may vary, therefore a degree of flexibility is required.

1.4. ‘TCG Cleaning Group agrees to provide a task list and all cleaning detergents and equipment (vacuum cleaner, mop, bucket, and portable ladder) required to carry out the service, unless other arrangements have been made with ‘TCG Cleaning Group’.

Any cleaning equipment provided by the client, should be safe and in full working order.

1.5. If collection of keys is required from a location outside the postal code area charges may apply.

1.6. ‘TCG Cleaning Group’ will not be held responsible for any alarm systems. The client should give any special instructions for deactivation/activation of any venue alarm systems.

1.7. All the cleaners registered with us and working on our behalf have been fully screened through a personal interview and checking of references and employment history.

1.8. The Client must allow the cleaner access to hot water and power.

1.9. By entering under this Terms and Conditions with ‘TCG Cleaning Group’, after the termination of the cleaning service provided by ‘TCG Cleaning Group’, the Client must not hire or use any related services provided by a present or past cleaner introduced to the Client by ‘TCG Cleaning Group’. If the Client does wish to hire or use related services provided by such a cleaner they should contact the management team; a referral fee will apply.

1.10. In case of a complaint, ‘TCG Cleaning Group’ requires to be notified within 24 hours after completion of the cleaning work.

1.11. The insurance policy is subject to a number or further terms and conditions available from the ‘TCG Cleaning Group’. Any damage caused by bleach is not covered. ‘TCG Cleaning Group’ will not arrange for the insurance referred to if the

‘TCG Cleaning Group’ fee has not been paid by the Client in accordance with terms and conditions of this agreement. An insurance taken out by the Client may void the insurance policy to in this clause in which even and loss will only be recoverable under the policy of the Client.

2. PAYMENTS

2.1. An invoice will be sent to client after works completion either on the day or the following Friday of the cleaning session.

2.2. Unless otherwise expressly stated, all prices shall be in Pounds Sterling and shall be1.6. ‘TCG Cleaning Group’ will not be held responsible for any alarm systems. The client should give any special instructions for deactivation/activation of any venue alarm systems.

2.3. All quotations offered by us are deemed valid for a period of 30 (Thirty) days, after which time we reserve the right to revise the said quotation.

2.4. All Cleaning service prices are reviewed each year and adjusted inline with inflation, minimum wage increases or any reasonable circumstances

2.5. Payment can be made with debit or credit card. ‘TCG Cleaning Group’ will not share the client's card details with a third party.

2.6. If payment is not made after 30 days of invoice, then the account will be passed to a collections agency, after which a charge of 15% on top of the initial invoice due, will be added to the debt. You agree as part of this contract to pay this sum which represents our reasonable costs in collecting the unpaid amounts.

2.7. Any late payments (30 days or more) will trigger a fee of 15.00% per month on the amount still owing.

3. COMPLAINTS & CLAIMS

3.1. The 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 client to no refunds or recovery cleanings.

3.2. If the Client requires the Cleaner to use their own materials and equipment including vacuum cleaner the Company cannot accept any liability should anything go wrong with either the equipment or the outcome of using it.

3.3. If the Client needs to change a cleaning day or time the Company will do its best to accommodate them. A minimum of 24 hours’ notice is required. Please note that the Company cannot guarantee that the same operative will be available on the new day and at the time the Client requires. Any changes in the cleaning schedule are subject to availability.

3.4. ‘TCG Cleaning Group’ may require the presence of the client or their representative in the beginning and at the end of the cleaning session as an inspection can be carried out and if any corrections, should be made on the same day.

3.5. If the client has scheduled an inventory check, then it must be scheduled to commence no later than 24 hours after the cleaning job has been carried out.

3.6. ‘TCG Cleaning Group’ may take up to 7 working days to respond to a complaint.

3.7. Complaints are accepted verbally over the phone and in writing (letter, email or social media). Complaints must be reported upon completion or in the following 24-hour period.

3.8. All fragile and highly breakable items must be secured or removed. Items excluded from liability are: cash, jewellery, items of sentimental value (the client will be credited with the items present cash value), art and antiques.

3.9. Key replacement/locksmith fees are paid only if keys are lost by our operatives.

3.10. ‘TCG Cleaning Group’ agrees to keep all clients' information confidential.

3.11. In case of damage ‘TCG Cleaning Group’ will repair the item at its cost. If the item cannot be repaired ‘TCG Cleaning Group’ will rectify the problem by crediting the client with the item's present actual cash value toward a like replacement from a ‘TCG Cleaning Group’s source upon payment of cleaning services rendered.

4. INSURANCE

4.1. ‘TCG Cleaning Group’ has Public liability insurance. The policy will cover any accidental damages caused by an operator working on behalf of ‘TCG Cleaning Group’, reported within 24 hours of service date.

4.2. ‘TCG Cleaning Group’ reserves the right to refuse to share any of the confidential company's documents.

5. CLIENTS SATISFACTION

5.1. The client understands that they are not entitled to any refunds.

5.2. If the client is not completely satisfied with a cleaning job, ‘TCG Cleaning Group’ will re-clean any areas and items to client's satisfaction. Therefore, client should allow the cleaner to return.

5.3. The client may be present at all times during the recovery-clean (where and when applicable). ‘TCG Cleaning Group’ reserves the right not to return a cleaner more than once.

6. LIABILITY

6.1. ‘TCG Cleaning Group’ reserves the right not to be liable for:

6.1.1. Completing tasks which are not stated on our task list.

6.1.2. Cleaning jobs not complete due to the lack of suitable cleaning detergents and/or equipment in full working order, hot water or power.

6.1.3. Third party entering or present at the client’s premises during the cleaning process.

6.1.4. Wear or discolouration of fabric becoming more visible once dirt has been removed.

6.1.5. Failing to remove old/permanent stains that cannot be removed using standard cleaning methods.

6.1.6. Existing damage or spillage that cannot be cleaned/removed completely using provided by the client cleaning detergents and equipment or standard cleaning equipment;

6.1.7. Any damages caused by a faulty or not in full working order detergents/equipment supplied by the client.

6.1.8. If the client has got items which need special cleaning methods and special cleaning detergents, ‘TCG Cleaning Group ’reserves the right to refuse the provision of the cleaning detergents.

6.1.9. ‘TCG Cleaning Group’ will advise the client to provide the specific cleaning detergents and to pass cleaning instructions to the sales advisors when placing the order or give instruction to the present cleaner;

7. CANCELLATIONS

7.1. ‘TCG Cleaning Group’ reserve the right to cancel or adjust the time of a cleaning visit/s by giving at least 24 hours advanced notice. Exceptions may apply in extreme cases (accident, illness, death etc).

7.2. The client may cancel or adjust the time of a cleaning visit/s by giving at least 24 hours advanced notice.

7.3. The client agrees to pay a cancelation service fee of 100% of the original value of the agreed cleaning visit if the client cancels or changes the date/time less than 24 hours prior to the scheduled appointment.

7.4. The client agrees to pay a cancelation service fee of 100% of the original value of the agreed cleaning visit in the event of a lock-out caused by our cleaners being turned away; no one home to let them in; or problem with client's keys.

7.5. The client may terminate the cleaning service by giving 4 weeks (28 days) advanced notice in writing and specifying the last cleaning date and give reason.

8. AFTER CANCELLATION OF THE CLEANING SERVICE

8.1. The above terms and conditions shall be governed by the relevant United Kingdom law, and by agreeing to be bound by them the client agrees to submit to the exclusive jurisdiction of the relevant courts of the United Kingdom. ‘TCG Cleaning Group’ reserves the right to make any changes to any part of these terms and conditions without giving any prior notice. Should any of the above clauses change all existing clients will be notified. Please check this website for updates.