TERMS AND CONDITIONS
The present Terms and Conditions are a contract between the Customer and ProLux Cleaning placing an order through website forms, email, or telephone and the use of our services constitutes an acceptance of the agreement.
2. BOOKING AND CONFIRMATION
The client must provide an accurate description of the items to be cleaned. If we are given inaccurate or incomplete information and/ or instructions, ProLux reserves the right to make a change in the price for the service.
2.1 CARPET PREPARATION
Our recommendations to all clients are to prepare the carpet for the cleaning session. It needs to be cleared of all small furniture items and personal belongings by the client. If you would like the carpet under heavy furniture (sofas, tables, wardrobes, beds, armchairs, TV stands, etc.) to be cleaned, they need to be (re)moved prior to the technician's attendance.
2.2 UPHOLSTERY PREPARATION
Please move the sofa away from any walls or nearby objects, and remove any blankets and other small items/personal belongings from it prior to the cleaning. If any scatter cushions (small decorative pillows) are not part of the cleaning service, they need to be removed prior to the cleaning as well. If the sofa has a bed element (a sofa bed), please extend it if it is part of the service.
2.3. MATTRESS PREPARATION
Please remove all bedding items from the mattress prior to the technician's attendance, and clear the area around the bed prior to the cleaning.
2.4. CURTAIN PREPARATION
Please ensure that the curtains are hung prior to the attendance of the technician. We are unable to take down or hang the curtains for our customers. Additionally, make sure the area around the span of the curtains is cleared from any personal items and small objects, so the technician can safely reach the entire curtains.
2.5 RUG PREPARATION
Please remove any items that the rug is placed under (coffee tables, dining tables, sofas, armchairs, etc.) prior to the attendance of the technician. Please clear it up of any personal belongings as well.
2.6 CAR INTERIOR PREPARATION
Please ensure the vehicle is parked on the same side of the road as your property, with easy access to both sides and the boot. Please clear up all compartments from any personal belongings prior to the technician's attendance.
The size and condition of the items to be cleaned, as well as their location, can play a role in regard to the price for the service.
3.1 The minimum call out charge for a cleaning session is £70. Additional charges apply if we need to collect keys (from £15.00).
3.2 Parking and Congestion/ ULEZ charges may be added to the final bill, if applicable.
3.3 If the property is located on the second (or above) floor, and there is no lift in the building, extra fees may be applicable.
Unless agreed otherwise during the booking process, the customer has to pay for the cleaning service at the latest upon completion of the work.
We accept payments in cash or by card over the phone. Bank transfers payments are also available to our regular business clients.
Payments made by card over the phone are processed by UTP to ensure that you enjoy maximum security and peace of mind when making a payment.
In case the payment has not been received by the end of the 10th day of the period provided by ProLux to each customer, the payment will be legally taken by solicitor of the company who will contact the customer and take legal actions.
We do not store credit card details nor do we share customer financial details with any third parties!
5.1 CANCELLATIONS BY CUSTOMER
The customer should notify ProLux if they wish to cancel their appointment or reschedule it at the latest 48 hours before the job takes place.
If the customer does not provide a reasonable reason to cancel a booking, they agree to pay the expenses which follow the cancellation.
If the customer is not present at the property to let the technician in, or does not provide electricity and water access, or conditions in which the cleaning can occur, they agree to pay the minimum call out fee (£70.00).
5.2 CANCELLATIONS BY PROLUX
ProLux cannot be accused of canceling an appointment in the event of:
1. A technician/ representative of ours being harassed or discriminated in any way.
2. The customer providing incorrect or incomplete information about the items to be cleaned.
3. The customer not providing conditions for the cleaning to take place – not enough open space for the technician to work, the presence of builders or any other labourers, the lack of water and/ or electricity access.
4. The property of where the cleaning takes place provides any danger to the health and/ or safety of our technicians.
6. GUARANTEES AND DRYING PROCESS
ProLux prides itself on being as transparent as possible with its customers regarding the expected results from the cleaning session. Below is service-specific information about the removal of stains, smells, and what needs to be done after the cleaning has taken place:
6.1 Stain Removal Guarantee
Our method of Deep Steam Cleaning guarantees 100% removal of all physically removable via cleaning stains and marks. However, if a stain or a mark has managed to cause permanent discolouration over the fibres, this will not be restorable to the original condition.
*Due to the specifics of each fabric type, as well as their fillings and bases (metal or wood) if applicable, there is always a small chance for a new colour to appear on the surface fabric after the cleaning or after it has dried. The company cannot be held accountable in the event this happens.
*If a carpet is not properly fitted to the floor and/ or the walls, we cannot take responsibility if it loses its fixture to the underlay or the walls after the cleaning.
6.2 Smell Removal Guarantee
In more than 80% of all cases, we successfully remove any smells from the first cleaning session. If a smell has been affecting the material for too long, or has gone too deeply inside the fabric, however, it may not be fully removable from the first or even a second cleaning session. Our technician will do his very best, but smell removal cannot be 100% guaranteed.
6.3 Drying Process
Our commercial steam extraction machines remove most of the water used for the cleaning, which reduces the overall drying time required. Our advice after the cleaning is to ventilate for a few hours (if possible), or to switch the heating on – these steps should be followed and repeated until everything is fully dry.
Below is the average drying time, which our customers should expect if they follow the above drying instructions. This is an estimate and can vary based on the condition of the item, the weather, the type of fabric, and how well the drying instructions are followed.
- Carpets and Rugs – between 2 to 6 hours
- Upholstered furniture, Mattresses and Car upholstery – between 8 to 24 hours
- Curtains and Blinds – between 2 to 6 hours
Bear in mind that once we are done cleaning, the drying time is customer responsibility - please ventilate and heat the rooms/vehicle interior (whichever is applicable) until the complete drying is achieved.
Additionally, for vehicles in the cold part of the year, please drive them more often (at least once every other day) with the heating on, and give them fresh air every day even when you aren't actively using it! Alternatively, give the vehicle fresh air and heating for at least 10 minutes a day.
After the cleaning of a vehicle which had a mould issue, ProLux cannot be held responsible for the return of the mould. All our customers who book vehicles with this specific problem are advised to drive them to a mechanic after the cleaning, so they may be inspected for an ongoing leak. If there is a leak in the vehicle, the mould may return regardless of how well the vehicle is aired and heated, which is also not a responsibility of the company.
7. CUSTOMER SATISFACTION
Upon completion of the job, the customer must inspect the end results, and if they are not completely satisfied with them, ProLux will re-clean any items or areas, if deemed necessary. To achieve that, the customer must allow the technician to go back to the premises.
During a re-clean, the customer must be present at all times.
An additional charge of £70.00 or more will be applied if the re-clean was due to no fault of the company.
8. COMPLAINTS POLICY
If the customer believes that ProLux has not provided a service of high enough standard, it must be reported as soon as there is a chance to. By not doing so, the customer will be obliged to no kind of compensations or refunds.
The customer or their representative should be present at both the beginning and end of a job to give access to the property, and respectively to inspect the job done. If any changes need to be made, it must be discussed and done on the same day.
ProLux must be made aware of any complaints latest 48 hours after completion of the job. A complaint can be made over the phone or by email. It may take up to seven working days before ProLux can respond to a complaint.
Once your complaint is answered, you have 48 hours to reply. If we do not hear from you within a 48 hour window, your complaint will be closed, and we will be unable to take any further action.
*Please check the service upon completion while our operative is still present, and if there are any issues, please contact us before the technician leaves your property. We are unable to take responsibility for any issues reported after the technician's departure.
ProLux has a Public and Employer‘s liability insurance which covers any accidental damages caused by an employee of the company. The insurance claim is only valid if reported on the day which the cleaning job took place.
9.1 Both parties shall ensure that their respective responsibilities under this agreement are undertaken in compliance with all statutory regulations and codes of conduct.
9.2 The Client agrees that any use of the Company's services, including placing an order for services by telephone, email, website forms shall constitute the Client's acceptance of these Terms and Conditions.
9.3 Unless otherwise agreed in writing by a director of the Company, these Terms and Conditions shall prevail over any other terms of business or purchase conditions put forward by the Client.
9.4 No variation or alteration of these Terms and Conditions shall be valid unless approved in writing by a director of the Company.
9.5 The Company reserves the right to make any changes to any part of these Terms and Conditions without giving any prior notice. Any alterations will apply to new business, but not existing contracts.
ProLux cannot be accused of:
1. Not cleaning items or areas which were not mentioned during the process of making the booking.
2. Not being able to proceed with a job when not provided with electricity or water access or parking.
3. Not being to proceed with a job due to any other obstruction which ProLux has no control over.
4. Not being able to remove stains which have already caused damage and/ or discolouration over the material.
5. Not being able to remove stains or wear of fabric that becomes more noticeable once dirt is removed.
6. Emergence of any odours during and/or after cleaning when this is due to factors such as lack of ventilation, and/or appropriate heating.
7. Damage due to faulty and/ or improper installation of any item.
8. Shrinkage of carpets as a result of natural fibre carpets being wet cleaned. The company shall ensure that the Client is verbally informed of this and a written confirmation prior to proceeding with the service will be required; any issues arising subsequently shall be the sole responsibility of the Client.
9. Shrinkage of carpets as a result of poor fitting.
10. Carpets expanding or ripples forming during and/or after the cleaning when this is as a result of factors such as fibre content, wear and tear, weak backing and/or poor fitting.
Any attempt to commit insurance fraud or any use of false information to commit any type of fraud will be prosecuted to the fullest extent of the law together by the Company and the Insurance Provider(s). Monetary compensation as well as legal fees may apply.
Both parties shall ensure that their respective responsibilities under this agreement are undertaken in compliance with all statutory regulations and codes of conduct.
We are not liable for any damages caused by faulty products/equipment provided by the customer.
11. END OF TENANCY CLEANING
11.1 ProLux reserves the right to amend the initial quotation, should the client's original requirements change or due to incomplete or incorrect initial information. Differences in the price will be added to the initial quotation.
11.2 The standard End of Tenancy cleaning does not include cleaning of walls, ceilings, curtains, balconies, patios, exterior windows, carpet cleaning, upholstery cleaning, cleaning cutlery, laundry and rubbish removal. All of the above mentioned services, excluding walls, patios, ceiling cleaning, laundry and rubbish removal, are available at an extra charge. However, if the Client insists on cleaning of walls and ceilings then there will be an extra charge and ProLux Cleaning cannot be held responsible for any unsuccessful results or any damage caused to the paintwork.
11.3 In order to commence work the property must be vacated.
11.4 If a ProLux operative needs to collect keys then a £15.00 charge may apply.
11.5 If there was a dog, cat or other hairy pet animal in the house/flat then an extra fee may be added to the initial quote due to the extensive amount of animal hair slowing down the cleaning process, unless agreed in advance with ProLux.
11.6 If the Client requires cleaning service after building work has been done recently (service also called After Builders Cleaning may take longer than a standard End of Tenancy Cleaning) then a 20% from the standard End of Tenancy Cleaning quote will be added.
11.7 ProLux will not be responsible for triggering any alarm systems. The Client should give specific instructions for deactivation/activation of any household alarm systems.
11.8 The Client accepts and understands that poor service, breakage/damage or theft must be reported within 24 hours from our service date. Failure to do so will entitle the Client to nothing. No claims can be made against ProLux after the above time limits.
11.9 ProLux advises that the Client or a client's representative must be at the premises at the time of completion of the job so an inspection can be done and any correction is made on site on the same day.
11.10 If the Client or his/hers representative confirms that they are happy with the job done, this is considered as a successful and completed job and no further claims can be made.
ProLux Cleaning reserves the right to make any changes to any part of these Terms and Conditions without giving any prior notice.
By ordering a ProLux cleaning service by telephone, e-mail, chat, WhatsApp or via the ProLux website, the Client agrees to be bound by these Terms and Conditions.
The relevant United Kingdom law shall govern these terms and conditions, 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.