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Terms & Conditions

Please be sure to read through our Terms & Conditions thoroughly before accepting our services.

Terms and Conditions for The Maids Agency Limited’s Home and Office Cleaning Services.

There is no contract for customers to sign, as we trust that our service will stand on its own and you will continue to use us for as long as you require a cleaning service.

However, there are some areas which require some understanding for a suitable working relationship between ourselves and our customers.

1. Pricing
All prices quoted are inclusive of equipment, materials and travelling to you. Existing customers will be given 30 day's notice of any changes.

2. Payment
We ask for payment ON THE DAY of the clean. This can be made by any of the following ways: By Bank Transfer, Card Payment or either by cash or cheque directly to the team on completing their work. They will give you an invoice and can receipt this with your payment.

If customers wish to pay by cash or cheque, they are requested to leave payment for the Team in a prominent place, normally in the kitchen.
3. Aborted bookings

If we cannot gain access to the property, we will assume that the customer does not require our service on this occasion, and had forgotten to contact the office to notify us. We normally require a minimum of 2-working days’ notice of cancellation of our service, otherwise, we would need to charge an ‘attempt to service’ fee, usually charged at 50% to cover travelling and journey time costs, team inconvenience and compensation for loss of income.

4. Cancellation of regular bookings
We ask for 2-working days’ notice of cancellation. Cleans cancelled with less than one working day’s notice would be charged at 50% of the regular price.

5. Cancellation of ‘One-off’ bookings
We ask for 2-working days’ notice of cancellation. Cleans cancelled with less than 2 working days’ notice will be charged 25% of the quoted price. Cleans cancelled with less than one working days’ notice will be charged 50% of the quoted price. Bookings cancelled on the day of the clean, will be charged at the full rate.

6. Complaints
We have less than 1% of customers who complain. However, if for any reason you are dissatisfied with the quality of the service you receive from The Maids, you should contact the office, preferably within 24 hours, but no later than 48 hours, to discuss the matter.
We will endeavour to ensure that any concerns or complaints are resolved quickly and amicably.

7. Compensation
The Maids Contractors are fully insured and therefore in the event of any damage to your property by our team, we shall replace or repair any item up to the value of the item, taking into account its age and condition. They are not in any event liable for any consequential loss or loss of profit/income. Any claim for compensation should be made within 5 days of the said damage occurring. As Agents, we would manage all claims and communications with the customer and the Contractor

8. Equal Opportunities
The Maids Agency Limited is an Equal Opportunities Company and we select and work with our cleaning Contractors on the basis of their ability to do the work required. We aim to ensure that all employees are treated equally regardless of religion, gender, age, nationality, ethnic origin, marital status, sexual orientation or disability.

9. Health and Safety / Working Conditions
Our Contractors are not insured to tackle any job which could be deemed unsafe. Working outside or climbing on the furniture is not something we would undertake. Reaching high areas on ‘fit for purpose’ steps or stools is permissible.
We retain the right to withdraw from unsafe or dangerous to health environments. If the work booked cannot be re-scheduled after the hazard has been rectified, then we will need to charge the customer 50% of the cost of the originally agreed cleaning fee.

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