TERMS AND CONDITIONS 

 1.Contract

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.

  1. Booking and Confirmation

The client must provide an accurate description of the items which need cleaning. If we are given inaccurate or incomplete information and/ or instructions, ProLux Cleaning reserves the right to make change in the price for the service.

  1. Pricing

The size and condition of the items which need cleaning, as well as their location, can play a role in regard to the price for the service.

  1. The minimum call out charge for upholstery and carpet cleaning is £50. Additional charges apply if we need to collect keys from a third party (£10.00).

  2. Over the phone, we calculate prices by using average room sizes. Parking and Congestion/ ULEZ charges will be added to your invoice if applicable.

  3. All prices quoted include 20% VAT.

  1. Payment

The customer has to pay for the service due upon completion of the job.

The customer can pay for a service by cash or by card over the phone. Bank transfers are also available to our regular business clients.

Payments made by card over the phone are processed by PayPal 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 Cleaning to each customer, the payment will be legally taken by solicitor of the company who will contact the customer and take legal actions.

  1. Privacy Policy

We do not store credit card details nor do we share customer financial details with any third parties!

  1. Cancellations

5.1 Cancellations by Customer

The customer should notify ProLux Cleaning if they wish to cancel the appointment or re-schedule it.

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 charge.

5.2 Cancellations by ProLux Cleaning

ProLux Cleaning 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 information about the items which need cleaning.

  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 electricity access.

  4. The property of where the cleaning takes place provides any danger to the health and safety of our technicians.

  1. Customer Satisfaction

Upon completion of the job, the customer must expect the end results, and if they are not completely satisfied with them, ProLux Cleaning will re-clean any items or areas. 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 £50 or more will be applied if the re-clean was due no fault of ProLux Cleaning.

  1. Complaints Policy

If the customer believes that ProLux Cleaning 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 Cleaning must be made aware of any complaints, at the most 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 Cleaning can respond to a complaint.

  1. Insurance

ProLux Cleaning has a Public and Employer‘s liability insurance which covers any accidental damages caused by an employee of ProLux Cleaning. The insurance claim is only valid if reported on the day which the cleaning job took place.

  1. Both parties shall ensure that their respective responsibilities under this agreement are undertaken in compliance with all statutory regulations and codes of conduct.

  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.

  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.

  4. No variation or alteration of these Terms and Conditions shall be valid unless approved in writing by a director of the Company.

  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.

  1. Liability

ProLux Cleaning 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 and water access. 

  3. Not being to proceed with a job due to any other obstruction which ProLux Cleaning 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.

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.

  1. End of Tenancy Cleaning

  2. ProLux Cleaning 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.

  3. The standard End of Tenancy cleaning does not include cleaning of walls, ceilings, curtains, balconies, patios, exterior windows, carpet cleaning, upholstery cleaning, cleaning cutlery and laundry. All of the above mentioned services, excluding walls, ceiling cleaning and laundry 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. Also if laundry service has been especially requested there will be an extra charge and please note that ProLux Cleaning does not take any responsibility for damaging client's clothing.

  4. In order to commence work the property must be vacated.

  5. If a ProLux Cleaning operative needs to collect keys from a third party's address outside the postal code of the premises where work is to be done then a £10.00 charge may apply.

  6. If there was a dog, cat or other hairy pet animal in the house/flat then an extra £10.00 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 Cleaning .

  7. 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.

  8. ProLux Cleaning will not be responsible for triggering any alarm systems. The Client should give specific instructions for deactivation/activation of any household alarm systems.

  9. 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 Cleaning after the above time limits.

  10. ProLux Cleaning 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. If the Client or his/hers representative confirms that they are happy with the job done, this is considered as successful and completed job and no further claims can be made.

Appendix

ProLux Cleaning reserves the right to make any changes to any part of these Terms and Conditions without giving any prior notice.
By ordering ProLux Cleaning service by telephone, e-mail, fax or ProLux Cleaning . website the Client agrees to be bound by ProLux Cleaning . 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.

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