Terms & Conditions
Payments for Services & Refunds / Cleaning Services
Ocean Cleaning London Ltd Terms and Conditions are provided as a guide of what is expected of our clients. Payment for cleaning services is due in full at the time of service unless other arrangements have been made. If you will be paying by check or cash on a regular basis, and no one is going to be home on the day of your scheduled cleaning service, payment must be left on the counter. If we arrive to clean and there is no payment, we will contact you immediately. If we are unable to contact you, we will need to reschedule your appointment and you will be charged a cancellation fee.
Ocean Cleaning London Ltd gladly accepts payment in the following forms: Cash, Personal Check, and Transfer.
All initial, deep, one-time, move in/out and seasonal cleanings are based on an hourly rate.
Regular Clients- If paying by check or cash on a regular basis, please leave all payments for services on the kitchen counter. We pride ourselves in giving superior service to our clients. We go above and beyond to make sure you are completely satisfied with your cleaning service. If you are dissatisfied with your cleaning service for any reason, please contact us within 24 hours of your cleaning and we will return to re-clean the area/areas you are dissatisfied with at no additional cost to you.
In the event a payment arrangement was made and an invoice was sent, Ocean Cleaning London Ltd may charge a late fee for any amounts which are not paid when due. The late fee will be 10% of the subtotal each month the invoice is not paid. Customers shall also be responsible for all costs of collection (including reasonable legal fees) to collect overdue amounts.
Regular domestic cleaning
Customers may cancel or adjust the time of a cleaning visit/s by giving at least 24 hours advanced notice.
Customers agree to pay the full price of a cleaning visit if the customer cancels or changes the date/time less than 24 hours prior to the scheduled appointment. Customers agree to pay the full price of the cleaning visit in the event of a lock-out caused by our cleaners being turned away; no one at home to let them in; or a problem with customer's keys.
If keys are provided they must open the lock without any special effort or skills.
Customers agree to pay the full price of one cleaning visit in case of a termination of the service if the customer has given less than one week advanced notice.
Customers may terminate the cleaning service by giving thirty calendar days (30 days) advanced notice in writing (also via email) and specifying the last cleaning date and giving the reason.
Regular Domestic & Public Sector Cleaning / Deep & One-off Spring Cleaning / End Of Tenancy Cleaning / Domestic & Commercial Carpet Cleaning & Upholstery Cleaning / After Builders Cleaning, Floor Cleaning & Maintenance / Handyman Service / Garden Service, Patio Cleaning / Jet Wash, Driveway Cleaning / and other orders.
48 hours notice is required if customers should either decide to cancel or re-schedule a cleaning appointment.
Customers agree to pay 40% of the quote as a cancellation fee if the customer cancels or changes the date/time less than 48 hours prior to the scheduled appointment.
Customers agree to pay 40% of the quote as a cancellation fee in the event of a lock-out cased by our cleaners being turned away; no one home to let them in; no water or power available at customer's premises; or problems with customer's keys.
If keys are provided they must open the lock without any special effort or skills. If an initial deposit has been paid to Ocean Cleaning London Ltd then the customer agrees that deposit funds may be used to cover the cancellation fee.
Insurance / Valuables
Should you decide that you would like us to clean items within curio cabinets or items of monetary/sentimental value, the following release of liability shall be in effect:
Client hereby releases Ocean Cleaning London Ltd from all liability arising out of cleaning these items. Clients understands that they are completely responsible for repairing or replacing any damaged item or items even if Ocean Cleaning London Ltd may have caused the need for repair or replacement.
Ocean Cleaning London Ltd has a Public and Employer's liability insurance. The policy will cover any accidental damages caused by an operator working on behalf of Ocean Cleaning London Ltd, reported within 24 hours of the service date.
Ocean Cleaning London Ltd reserves the right to refuse to share any of the confidential company's documents.
We cannot move furniture (heavy furniture) but will try to reach a visible place with an extension duster If an area in the home is considered or has the potential to be considered a health or bio-hazard, that area will not be cleaned (emptying/cleaning cat litter boxes, human/animal excrement, asbestos or glass fibre ie: ceiling tiles etc).
It is to the clients advantage to have the home clutter free. If such areas/surfaces are overly cluttered at the time of cleaning, your team will clean around those areas and you will be notified.
Entry to homes
Ocean Cleaning London Ltd has three different options to choose from so that your cleaners have entry into homes.
1). Clients may opt to not give a key to the company and be home on their day of cleaning. Because we cannot give an exact time, the client must be home during their specific time frame to let the cleaners in/out of the home. If no one is home when the cleaners arrive, a cancellation fee will be charged. (See fee above)
2). Clients may provide the company with a key. In the event of termination of the cleaning agreement, keys will be returned to the client within 48 hours of the final cleaning. For your protection, keys will not be linked to any information pertaining to the client. Keys are kept in a secured area and are crossed referenced in case of loss.
3). If a client chooses to leave their door unlocked, place the key under the mat, or leave their house key in an unsecured place for the cleaners to gain entry, the client releases Ocean Cleaning London Ltd from all liability that arises from damage made before or after the cleaners leave the premises. The client understands that they will be responsible for any damages that are caused before/after their scheduled cleaning team.
It is not necessary for the client to disarm their alarm system for their scheduled date of cleaning. If you would like, you may contact your alarm company and have a house cleaner code issued.
Complaints and claims
The customer 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 customer to no refunds or recovery cleanings.
Ocean Cleaning London Ltd requires the presence of the customer or his/her 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.
If the customer 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.
Ocean Cleaning London Ltd may take up to 7 working days to respond to a complaint.
Ocean Cleaning London Ltd will not accept a complaint based on an Inventory check report, filed more than 24-hour after the cleaning session.
Complaints are accepted verbally over the phone and in writing (letter, e mail or Fax). Complaints must be reported on completion or in the following 24-hour period.
All fragile and highly breakable items must be secured or removed. Items excluded from liability are: cash, jewellery, items of sentimental value (the customer will be credited with the items present cash value), art and antiques.
Key replacement/locksmith fees are paid only if keys are lost by our operatives. There is a £30 per household liability limit.
Ocean Cleaning London Ltd agrees to keep all customers* information confidential.
In case of damage Ocean Cleaning London Ltd will repair the item at its cost. If the item cannot be repaired Ocean Cleaning London Ltd will rectify the problem by crediting the customer with the item's present actual cash value toward a like replacement from a Perfect Clean's source upon payment of cleaning services rendered.
Customers understand that they are not entitled to any refunds.
If the customer is not completely satisfied with a cleaning job, Ocean Cleaning London Ltd will re-clean any areas and items to the customer's satisfaction. Therefore customers must allow the cleaner to return.
Customers must be present at all times during the recovery-clean. Ocean Cleaning London Ltd reserves the right not to return a cleaner more than once.
After cancellation of the cleaning service / Employee solicitation
By entering into a service agreement with Ocean Cleaning London Ltd, the customer agrees that after the termination of the cleaning service he/she will not hire or use any domestic services provided by a present or past cleaner introduced to the customer by Ocean Cleaning London Ltd. If the customer wishes to hire or use domestic services provided by such a cleaner then he/she must pay a referral fee of £400.
These terms and conditions shall be governed by the relevant United Kingdom law, and by agreeing to be bound by them the customer agrees to submit to the exclusive jurisdiction of the relevant courts of the United Kingdom. Ocean Cleaning London Ltd 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 customers will be notified. Please check this website for updates.
Ocean Cleaning London Ltd reserves the right to adjust client rates at any time. You will be notified 30 days prior to any price increases.
Occasionally we like to take before and after pictures of your home. Interior pictures will be for our reference only and will not be publicized without your consent.
Interior images will be focused on the room and or damage we may find and will not be focused on personal property unless it is your personal property that was damaged and is required by our insurance to process a claim. If we wish to use pictures of the interior of your home, we will contact you directly before doing so.
Exterior pictures of your home we would like to use for possible advertisement on such places like our website, Facebook, and so forth. If we decide to use any exterior images of your home, we may contact you as a courtesy but this is not required. At no point will any image include images of any person living in the home.
We do respect your right to privacy.
I, the undersigned, do hereby agree to these Term & Conditions. I have also been provided a copy for my own records.
I consent and agree that Ocean Cleaning london Ltd, its employees, or agents have the right to take photographs or video my home during my cleaning sessions exclusively for the purpose of cleaning references or insurance purposes.
I understand that Ocean Cleaning London Ltd will always seek my permission before using any photographs or videos of services for promotional use.
I represent that I am at least 18 years of age, have read and understand the foregoing statement, and I am competent to execute this agreement.
Signature Date ..............................................................................................................
These terms and conditions shall be governed by the relevant United Kingdom law, and by agreeing to be bound by them the customer agrees to submit to the exclusive jurisdiction of the relevant courts of the United Kingdom. Ocean Cleaning London Ltd 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 customers will be notified.
Please check this website for updates.