Terms and Conditions

Please read our Terms and Conditions carefully, they apply to ALL Domestic and Commercial Cleaning services. It is the policy of Mel's Cleaning to strictly enforce its Terms of Agreement in the event of any dispute.

1. About this Contract:

1.1 Our terms and conditions represent a contract which comes into force on agreeing the time and a date to commence, or the purchase order number, for specific work cleaning requirements to be undertaken. This contract is made between Mel's Cleaning and you, the Client/Company.

1.2 You agree that any use of the services that is provided by Mel's Cleaning shall constitute your acceptance of our Terms and Conditions.

1.3 Mel's Cleaning reserve the right to change, without notice, any part or condition or wording of these terms and conditions.

2. Service:

2.1 If the client/Company is not happy with the standard of the agreed level of service provided by Mel's Cleaning, we will endeavour to rectify this within 10 working days. Providing we are made aware or notified of this within 24hrs of the last service by emailing customerservice@mels-cleaning.co.uk, if however the Clients/clients representative signature has been provided then this exempts Mel’s Cleaning responsibility to rectify. Should you be unable to attend, inspect and sign off the cleaning at the end of the service you confirm acceptance that you are happy for the cleaning to proceed on the basis that once the time booked is completed we have fulfilled and satisfied our contractual obligations.
We do not accept responsibility for any items placed into skips or rubbish bags for disposal. It is entirely the responsibility of the client or their agent or agents to monitor and check every item or bag or other receptacle that is placed into a skip, rubbish bag or similar for disposal or removal from the site.

2.2 All Mel's Cleaning employees under-go an induction training programme, prior to commencing any service with you.

2.3 Mel's Cleaning Employees and contractors are not permitted to use any Bleaching Product or oven cleaning product; therefore any use of oven cleaning products or Bleaching Products used on or at a clients property is at the Clients request, and done at the Clients own risk and is not covered by our insurance. Nor are Mel's Cleaning Employees permitted to move any items of heavy furniture that may cause secondary damage to floors, carpets etc, this is not covered by Mel's Cleaning insurance. It is the client's responsibility to ensure that Mel's Cleaning employees have full tidy, clear, access to the property being cleaned.

2.4 Any cleaning task that has not been agreed, should be requested and approved if required, by email to Mel's Cleaning first, (as these will not be covered by Mel's Cleaning insurance). These supplementary tasks may be deemed as chargeable extras due to time, products and labour. If you have a regular service agreement then the task will be carried out at the next contracted date and charged accordingly. Otherwise the chargeable extra will be carried out immediately and charged accordingly, then added to the final invoice amount.

2.5 No guarantee is made or implied regarding the time at which operatives will attend a property on the agreed day of the service delivery and no claims will be considered.

2.6 Before and after cleaning photographs are taken at all properties for quality assurance purposes.

2.7 It is the responsibility of the Client/Company to provide the correct address details for the property to be cleaned. In the case of rural, difficult to find or isolated locations the Client/Company is to provide the exact location using What3Words. Failure to provide an exact or correct location will result in the time searching for a property to be deducted from the contracted cleaning time.

2.8 Completion, Inspection and Acceptance. Mel's Cleaning will only accept a one-off cleaning appointment where the client agrees that a responsible adult aged 18 or over will be present at the property when the cleaning is completed to inspect the work and sign the Customer Satisfaction Form before the cleaning team leaves. If the person who made the booking cannot be present personally, they must arrange for another responsible adult who is authorised to inspect and sign off the work on their behalf. The client or their authorised representative must inspect the cleaning immediately upon completion. Any concern regarding the standard of cleaning which is reasonably apparent on inspection must be raised with the cleaning team before the Customer Satisfaction Form is signed and before the team leaves the property, so that it can be considered and, where appropriate, addressed at that time. Mel's Cleaning does not accept remote, telephone, video, key-drop or retrospective sign-off. If the client has agreed that somebody will be present at completion but no authorised person attends at the agreed completion time, this will constitute a failure by the client to comply with an essential condition of the booking. The cleaning team will not be required to wait indefinitely and may leave the property after a reasonable period. The cleaning service already undertaken will remain chargeable in accordance with the agreed booking. Mel's Cleaning will not be obliged to return to the property solely to enable a later inspection or sign-off which should have taken place at completion. If any additional attendance is subsequently agreed, this may be subject to an additional reasonable charge notified to the client beforehand. Signing the Customer Satisfaction Form confirms that the client or their authorised representative has inspected the work and accepts the condition and standard of the cleaning as reasonably apparent at the time of inspection. The signed form, together with photographs and any other records made at the appointment, may be relied upon as evidence of the condition of the property and the cleaning at the time the service was completed. Any subsequent complaint must identify the specific aspect of the cleaning alleged to be deficient and will be investigated having regard to the Customer Satisfaction Form, photographs, cleaning records and any other relevant evidence. Mel's Cleaning can only record and evidence the condition of the property at the time the cleaning service is completed. The company cannot be responsible for subsequent changes caused by matters outside its control, including access by third parties, later use of the property, ventilation, dust settling or the passage of time between completion of the cleaning and any later inspection by a landlord, letting agent or other third party. Mel's Cleaning does not guarantee the outcome of any subsequent landlord, letting agent or third-party inspection, as their individual requirements and inspection standards may differ from the cleaning service agreed with the client. Nothing in this clause excludes or restricts any statutory rights or remedies which cannot lawfully be excluded, including rights arising under the Consumer Rights Act 2015.

2.9 We reserve the right to withdraw our cleaners from any job that has been misrepresented whilst retaining the full fees paid, should our teams attend a booking that has been misrepresented or one where important information has been withheld. Customer supplied images must CLEARLY show every area that requires attention and the full extent of the issues to be dealt with. Similarly, the presence ALL bio-hazards, infestations and pets etc must be made clear to us prior to our cleaners attendance.

3. Pricing and Payment Terms:

3.1 Payment for all one off cleaning services must be made in advance.

3.2 ALL payments are strictly payment in advance unless otherwise agreed. Payment is to be received in full in advance by bank transfer to secure a booking.

3.3 Price is subject to review at anytime without prior notice as are our payment terms.

4. Cancellation:

4.1 In the event of termination of regular cleaning services a minimum of 30 days written notice addressed to Mel's Cleaning offices is required.

4.2 Any cancellation or re-arrangement to any regular repeating service, a minimum of 24 hours notice by email to Mel's Cleaning office is required, (NOT TO BE ARRANGED WITH OPERATIVES) otherwise the full cleaning service charge of the service amount will be applicable and invoiced. Even if the work has not been undertaken.

4.3 In the event of Mel's Cleaning being unable to gain access to a property or carry out cleaning of any kind due to circumstance beyond our control or the customer's failure to arrange reasonable alternative as above, then the full cancellation amount will be applicable.

4.4 There are no services on Christmas Day, Boxing Day or New Year's Day.

4.5 Deposits and payments taken for one-off, end of tenancy, extreme, hoarder, after-builders, sparkle or any other non-repetitive service are strictly non-refundable under any circumstances. Any cancellation request within 7 days of the date booked for the cleaning will result in full payment being taken. Cancellation requests of more than 7 days will result in the funds held as a credit on your account for 6 months, thereafter the funds will be forfeit.

4.6 Cleaning bookings can be rearranged without penalty provided more than 7 days notice is given in writing/email. One rearrangement request per booking is allowed, thereafter the full fees become payable again.

5. Security and Health and Safety:

5.1 Mel's Cleaning undertakes to provide absolute security for your key and private data at all times. In the event of any keys proven to being lost by Mel's Cleaning, we will make suitable arrangements as soon as reasonably possible.

5.2 To protect our Employees, they are instructed not to enter an environment they may consider to be dangerous or hazardous or inoperable for any reason. They are instructed to report the problem immediately and will withdraw from the premises. In this event occurring the customer will be charged 100% of the service fee.

5.3 It is the client's responsibility to ensure that property is clear and tidy for staff to commence cleaning works. Moving any heavy objects will not be covered by our insurance and also health & safety legislation dictates an obligation to safeguard our staff's safety and welfare whilst at work.

5.4 Employees are forbidden to conduct any cleaning duties at height that require the use of ladders, stools, steps or similar items. Working at height can only be conducted using equipment supplied by Mel's Cleaning.

5.5 Any claims for key loss will be capped at £60.00.

6. Equipment:

6.1 Mel's Cleaning employees are strictly instructed not to use any Customer appliances in your home unless otherwise directed so to do by the senior management of The Company.

7. Equal Opportunities

7.1 Mel's Cleaning is an equal opportunities employer. We recruit our staff on the basis of their ability to do the job and aim to ensure that all our staff are treated equally regardless of ethnic origin, religion, sex, age, marital status, nationality, sexual orientation or disability.

8. Insurance / Compensation.

8.1 Mel's Cleaning has Public Liability insurance.

8.2 Damage to /loss of property must be reported immediately in any event. In the event of damage or loss as a result of negligence, both parties, the liability of Mel's Cleaning shall be limited ( Mel's Cleaning‘s discretion) to repair or the replacement cost of the item, taking into account its age and condition. Mel's Cleaning shall not in any event be liable for any loss of profit or consequential loss.

8.3 Mel's Cleaning will not be liable for any liability caused by or arising out of or from: Damage to windows, wooden flooring, kitchen worktops, articles of glass, china, porcelain, earthenware, stone or other articles of a brittle nature, all light fittings and lamps and the return of keys by post. Our liability in any event will be limited to £50.00.

8.4 Mel's Cleaning will not be liable, accountable or chargeable for any losses, fees, claims or expenditure incurred should we be unable to complete a booking or bookings for any reason.