1.1. In these Terms of Business the following definitions apply:
“The Company, we, us, and our” – means Agob Cleaning Services, TAAC Building, 286 Broomloan Road, Ibrox Govan, Glasgow. G51 2JQ. Company registration number: SC526040
“Cleaner” means any cleaning operative working for the company or firm carrying out cleaning services on behalf of the Company.
“Client” – means a person, whether classed as consumer, firm or corporate body together with any subsidiary or associated company as defined by the Companies Act 1985, to which the cleaning services are supplied to by the Company.
“Service” – means the cleaning services provided on behalf of the Company to the client for an amount of money for a specified amount of time.
“Additional Service” – Means any other cleaning works which is requested either before, or during the cleaning task is completed with the approval of the company.
“Cash-In-Hand” – Means any payment made by cash, either, British Sterling, Euro, USD currency, or any other means of payment given by hand as payment for services.
“Cleaning Visit” – means the (a) visit to the Client’s service address by the Cleaner in order to carry out the Service.
“Service address” – means any address and post code, provided by the client in order to deliver the service which is located in Scotland.
“Service Areas” – means postcodes located within south-west/east Scotland and not more than 150 miles away from the company’s address.
“Start Date” – means a day and time in a 12 month period, which is scheduled in agreement between the parties for the Company to commence the service. The start date cannot be less than 7 days after the booking date.
“Rolling Contract” – Means that the contract is automatically renewed at its expiration unless it is cancelled by the client at expiration date.
“Term” – means a period of one (1) month for domestic clients or twelve (12) months for commercial clients.
Unless the context requires otherwise, reference to the singular include the plural and references to the masculine include the feminine and vice versa.
The Headings contained in these Terms are for convenience only and do not affect their interpretation. However Text in BOLD and CAPITALS are important and should be given careful attention.
4.0 These Terms and Conditions represent a contract between Agob Cleaning Services and the Client. These terms will be deemed incorporated as soon as the cleaning service commences.
This contract serves:
1. A period of 12 months from the date of commencement for all commercial and business cleaning services. These may include:
i) Office cleaning
ii) Commercial cleaning e.g. (pubs, restaurants, fast food shops, office kitchens, or any commercial premises.)
2. For domestic clients requesting:
i) Oven clean
ii) Window Cleaning
iii) End of tenancy cleaning
iv) After builders
v) Carpet cleaning
vi) Spring cleaning
vii) Deep cleaning
viii) Package or deal cleaning services
ix) Pay-as-you- go cleaning service
x) One-off cleaning
4.1 It is a condition of this agreement that termination of any cleaning service, except for One-Off Cleaning services, require a minimum notice period of one month (30 days) in writing to end on the last day of the relevant month for commercial contracts and 14 days for domestic contracts.
4.2 The contract will automatically roll over to the following month/year if the Client does not cancel. The Client will therefore be contracted to Agob Services Ltd for another term.
4.3 Upon termination of this contract all charges outstanding to the company prior to and at termination shall remain payable in accordance with clause 10.4.
4.4. 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 acceptance of these Terms and Conditions.
4.5. 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.
4.6. No variation or alteration of these Terms and Conditions shall be valid unless approved in writing by a director of the Company.
5.1. New Clients, who have signed a service agreement with the Company, are charged between £9.50 – £12.50. The minimum purchase is 2.5 hours per cleaning visit.
5.2: Any additional cleaning service which is not part of the original agreement needs to be brought to the attention of the company’s Operations Manager prior to the commencement. The notice MUST be in writing and not less 48 hrs before the service is required.
5.3: Any additional service required which is less than 48 hours notice, will incur an additional £20 plus an administration fee.
5.4 All prices are subject to current rate.
6. End of Tenancy Cleaning (E.O.T)
6.1. End of Tenancy Cleaning services are charged per “job”. This means taking into account the current condition of the premises, number of rooms, bathrooms, WCs, shower rooms and en-suites. We do not charge the “per hour” or “per cleaner” basis and the number of operatives attending your property may vary. The number of operatives in a team does not affect the initial quoted price, nor will it affect the cleaning time booked.
6.2 The quoted price does not include extras such as: carpet and upholstery steam cleaning, stripping and polishing floors, washing up dishes, taking more than 5 items out of cupboards and then putting them back in, dusting books, cleaning walls/ceilings, cleaning balconies/terraces, cleaning patios/gardens/. Any extra services are priced separately, and need to be requested in writing at least 7days prior to the start date.
6.3. The company uses national average room sizes when calculating quotations over the phone. Quotes over the phone are estimated and should only be used as an indication.
6.4. All quotations given by the Company following a request by the Client and shall remain open to acceptance for a period of 30 calendar days from issue date.
6.5. The Company reserves the right to amend the initial quotation, should the Client’s original requirements change.
6.6. Once a quote has been booked, any differences in excess of 10% will be discussed with the Client before the service starts. In such cases the Client agrees to pay a £8.50 administration fee to amend the original quote, or a £30.00 cancellation fee applies if the client cancels.
6.7. Under the E.O.T contract, the Company shall provide all cleaning supplies and cleaning equipment necessary to carry out the service.
6.8 The Client must provide running water, electricity and sufficient light at the premises where the service takes place.
7. Window Cleaning
Windows are cleaned on the inside only and based on height. We don’t supply ladders, and strongly discourage the practice of using ladders, or standing on chairs, in the interest of health and safety. Any provision, or attempt to provide ladder, chairs, buckets, or any item which will be used to elevate or increasing the height or reach of cleaners is strictly prohibited. We disclaim all liability where this condition is breached by the client.
8. Domestic Cleaning
8.1. The client shall provide the company with a cleaning specification sheet, detailing the areas, s/he requires cleaning.
8.2. The client shall be responsible to remove or store away any valuables, out of sight, prior to the start of the cleaning. WE SHALL NOT BE RESPONSIBLE FOR YOUR FAILURE TO SECURE YOUR VALUABLES.
8.3. We will use our equipment to perform the services, however in the event that the client requires the use of their equipment, s/he will be responsible to setup, and operate the equipment. Our staffs are not trained to use all machinery and we recommend that they do not operate any electrical devices not belonging to the company.
8.4. Cleaning materials (detergents, solutions, towels, cloths, gloves) and equipment (vacuum cleaner, iron, ironing board, mop, brush and broom etc.) must be provided by the Client for domestic cleaning. This does not include, bin liners paper towels, washing up liquid and hand soap. All equipment must be safe to operate, in full working order and must not require any special skills to be used for the purpose of cleaning unless otherwise agreed.
8.5. If the Client has equipment that is complicated to operate, the Client must provide clear and detailed instructions to the Cleaner.
8.6. A detailed list of cleaning specifications (cleaning tasks) must be provided by the Client to the cleaning operatives prior to service commencing. If only verbal description of the tasks has been provided, the Company shall not be responsible for any tasks not carried out.
8.7. On grounds of health and safety, the company shall not be required, as part of its contract, to clean vomit, blood, excretion or any other body spillages. A special price for such cleaning will be quoted on demand.
9. Oven Cleaning
9.1 It is a condition of this agreement, that the client MUST provide suitable floor covering prior to the oven cleaning job. The chemical we use are very harsh and may cause damage to wooden surfaces, we recommend that the client covers ALL wooden surfaces prior to the start of the job. YOUR ATTENTION IS DRAWN TO THIS CLAUSE.
9.2. It is the Clients responsibility to ensure that the floor and any wooden surfaces are FULLY covered and protected to prevent any damage in the event of accidental spills, leaks, sprayed droplets or any other form of contact with wooden surfaces. We will not be held liable for your failure to comply with this term.
9.3 The client shall provide the cleaners with a bucket / pail whilst the oven clean is being carried out.
9.4. Additional work is NOT to be requested from the company’s cleaners whilst performing the job without the prior approval of the company. Any additional work requested, done, or requested to be done at a later date for the reimbursement of cash-in-hand, cheque, or any other methods of payment without the approval of the company may be deemed as employing company staff and clause 16.1 will apply.
9.5. The company make available limited arrangements where additional services may be requested in advance and paid to the cleaners as cash-in-hand. All additional services MUST be approved by the company.
9.6. Any additional services not paid by the client, without just and fair reasons shall be a repudiatory breach, and the company reserves the right to seek damages.
9.7. Let it be known that Cleaners ARE NOT PERMITTED UNDER ANY CIRCUMSTANCES TO REMOVE, UNMOUNT, DISMANTLE, OR TAMPER IN ANYWAY WITH THE OVEN APPARATUS. The client is responsible to dismantle or remove any apparatus prior to or during to the job. WE WILL NOT BE RESPONSE FOR ANY DAMAGE TO YOUR OVEN AS A RESULT OF YOU ASKING OR PERMITTING CLEANERS TO REMOVE OVEN APPARATUS.
9.8. It is a condition of this agreement that the client shall be present, or provide a presence for the full time that the cleaners are present at the premises. This is to ensure that the task is completed with satisfaction and without any accidents or incidents.
9.9 All deals, packages, Groupon deals, booking offers, and any other promotional offers shall be subject to these terms.
10.1. All payments must be cleared prior to service commencement. We accept bank transfer/standing order, major credit/debit card (UK only) payment or cash payment on the day. We reserve the right to cancel services without notice, and charge a processing fee due to declined credit card transactions or non-cleared funds.
10.2. Your first invoice is due in advance prior to service commencement. We accept payment in the form of a bank transfer/standing order, and major credit/debit cards (UK only) payment. We reserve the right to cancel services without notice and charge a processing fee due to declined credit card transactions or non-cleared funds. The company reserves the right to change at any time:
• The accepted method of payment, or
• Choose to accept or reject a method of payment, or
• Nominate a method of payment to the client where we see it’s fit to do so.
10.3. The Client agrees to and understands that paying the outstanding balance by debit/credit card will incur a 3% card processing charge.
10.4. All accounts are payable up to 15 days of the invoice date. Any accounts not settled after 15 days of the invoice date shall be deemed overdue. The company reserves the right to charge interest on overdue accounts at 4%.
10.5. Any account in arrears of 30 days shall constitute a repudiatory breach, the company may take any action which it sees fit to recover damages and charge an administration fee. The client agrees to pay all expenses or interests which the company incurs as a result of taking recovery actions.
10.6. The company may from time to time within the lifetime of the contract adjust its charges to come in line with national insurance contributions, value added tax, increased prices on cleaning products, minimum wage or any other levy by the government department(s) which it sees fit to pass onto the Client. The company will communicate to the client any charge or price adjustments not less than 30 days before it comes into effect. Any disputes resulting from the adjustments should be communicated to the accounts department within 21 days of receiving the notice. If we do not hear from you within 21 days of the notice, we will determine that you have accepted the charge by acquiesce, and the charges becomes payable on the 30th day after notice.
10.7. Any “bounced” or dishonoured cheque(s) will incur a £20.00 administration fee per cheque.
10.8. The Company reserves the right to cancel any contract and back charge additional fees for past services to reflect the balance of the standard rate(s), if any misleading or false information was used to obtain discounted services.
10.9. The Client agrees to and authorises the Company to charge his/her debit/credit card any outstanding balances owed to the Company.
11.1 No refunds will be awarded on services which has commenced, or completed. If there is any issue with the service, please follow the complaints procedure.
11.2. It is important that you are certain that you will honour the booking. ALL CANCELATIONS ATTRACT A 10% ADMIN FEE.
11.3. A refund will only be issued on the successful cancellation of a cleaning visit, made not less than 48 hours prior to the start of the cleaning session. The refund is subject to the Company receiving cleared funds from the Client before cancellation. All cancellations are subject to a 10% administration fee 48 hrs or less prior to the booking date. Cancellations made less than 48 hrs attracts a forfeiture of 50%, and 100% if less than 24hrs.
11.4. A refund will be issued if a cleaning operative does not attend a cleaning visit, and payment for which has been already collected by the Company.
11.5. We will not refund any bookings where the client is closed on public holidays. In such cases, an alternate cleaning day may be substituted. (Subject to availability, £8.50 rebooking fee apply)
12.1. We may need to replace your regular cleaner at any time due to illness or change of circumstances in order to fulfil our obligations to you. We will exercise discretion when we allocate cleaners to perform the task and notify you as soon as we reasonably can.
12.2. All our staff a fully trained to handle the chemicals we use. We use a traffic light system to differentiate between chemicals therefore we request that ONLY fully trained persons should handle them. Improper use of chemicals can cause serious damage or injury.
12.3. We can offer training on the products we use. For more information please contact the training department:email@example.com
13.1. The Client agrees to pay the full price of the cleaning visit, if:
a) The Client cancels or changes the booking less than 24 hours prior to the scheduled appointment;
b) The Client fails to provide access to the service premises thus preventing the Company from carrying out the work;
c) There is a problem with the Client’s keys, or accessing the premises and the cleaning operatives cannot let themselves in. If keys are provided they must open all locks without any special efforts or skills. We are not responsible for keys that don’t work.
d) The client is responsible for the provision of access to the premises. Any special arrangements must be agreed by the company prior to the cleaner’s arrival on the premises.
13.2. If the Client needs to change a cleaning day or time the Company will do its best to accommodate the requests, however we make no guarantees that a request will be fulfilled. A minimum 48 hour notice is required. Please note that the Company cannot guarantee that the same operative will be available on the new date and at the time the Client requires. Any changes in the cleaning schedule are subject to availability.
13.3. There is a £30.00 late cancellation/lock-out fee for cancelling or rescheduling a visit with less than 24 hour notice for non-contract or pay-as-you-go Clients. The same fee applies if the cleaning operatives are unable to gain access to the Client’s home, through no fault of the Company.
14. Termination of Contract
14.1 Business clients please refer to our terms of service which can be found on our website, http://www.agobcleaningservices.co.uk/terms-and-conditions. Domestic clients may terminate the contract by giving 14 days prior notice and have at least 1 cleaning visit prior to termination.
14.2. The Client agrees to forfeit 100% of the fees if:
1) No notice is given;
2) The Client provides a termination notice and requires less than 2 cleaning visits for commercial clients and no cleaning visits for domestic clients.
14.3. Let it be known that any client who employs the company’s staff, whether temporary, permanent, or pay-as-you-go basis with the intention of obtaining a pecuniary advantage or intercepting business from the company within one year after a termination will be liable for a penalty fine of £1500.
14.4. Any repudiatory breach of these terms will result in termination of this agreement, and the victim will have the right to claim damages.
15. Force Majeure
15.1. In the event of any supervening or unforeseen events, the company will in so far as practically possible, without causing, or subjecting another to harm, will fulfil its obligations to the client. Where performance of that obligation is not at all possible, the company will provide at no extra cost an alternate booking date within the next 7 days. The Client agrees that the agreement shall continue to exist in full performance even in the occurrence of such events.
15.2. In the event that the company is unable to perform its obligations to the client, the contract will cease, and the company will issue a full refund of any services paid for which the company was unable to provide.
15.3. The contract will automatically cease if the company is liquidated, or files bankruptcy or enters administration.
15.4. The contract will cease if the client is deceased.
15.5 The contract will cease in the event of war, or government sanctions
16.1. This term is a major condition of this agreement. The clients mind is drawn to it, and the Client irrevocably agrees to be liable for a penalty fee of £500.00 per person, should s/he directly employ whether temporary or permanent (legally or otherwise) any cleaner or staff without the prior permission of the company. Any request, or additional work done, or requested to be done, whether on “company time” or not, to intercept business from the company will be a severe breach on this agreement. The Client agrees to pay this fee whether he notifies the Company of his action or the Company discovers this employment independently at any time after it occurs. The Client further agrees to reimburse the Company for any and all collection or legal fees the Company incurs in collecting this fee.
For the sake of clarity, if the client purchases an oven clean voucher and asks the cleaners to clean the bathroom in addition for a cash/cheque or other reimbursement without the permission of the company, s/he is guilty of employing the company’s staff and will be liable for the penalty fine. The same applies even if the client request the cleaning be done out of hrs or whilst the cleaners are not on company time.
16.2. The company makes limited arrangements where the client can request additional services which can be paid directly to a senior on the job staff, but this condition must first be approved by the company.
We MUST receive your claim for damages in writing within 48 hours of the service delivery. This may mean you need to send it by 1st class next day delivery, or a courier service. Unfortunately we cannot accept claims by telephone and email. (See clause 17.2 i,ii,iii)
All claims must be addressed to:
The Claims Department
Agob Cleaning Services
286 Broomloan Road
Ibrox Govan Glasgow
17.1. The Company’s public liability insurance will cover damages caused by a cleaning operative up to £2,000,000.00. All claims are subject to a non-refundable excess of £250.00, which must be met by the client. In order to substantiate your claim, please take photos of your premises/property before our cleaners arrive. (This may help validate your claim, and may speed up the claims process)
17.2. The Client agrees that due to the nature of the service which the Company provides, and for the sake of insurance and data integrity, it is fundamentally important that any claims for damage MUST be received in writing within 48 hours, and providing evidence.
i) For clarity, if any damage occurs on a Wednesday at 2:00 PM, it must be received before Friday 2:00 PM. If it occurs on a Saturday it must be reported by Monday 12:00 PM (Midday) in order to be a valid claim. Failure to meet this requirement will invalidate your claim.
ii) The Company may require entry to the premises within 24 hours of the claim being made to correct the problem, or investigate the claim. If we are able to offer you an immediate resolution, we will do so upon arrival. Any refunds or adjustments must be requested directly from the Company. We may consider certain factors in validating your claim.
iii) We encourage the practice of submitting your claim within the time frame specified, as it will minimise the risk of jeopardising the investigation, or may prevent the client, or 3rd parties from causing further damage.
17.3. If there is a problem with the service we have provided you, we would be happy to make amends, however we don’t recommend cancelling your payments before giving us an opportunity to resolve the problem. Cancelling or stopping the payments may cost you a £30 processing fee for failed of dishonoured cheques or payments.
17.4. While the Company operatives make every effort to avoid accidents, sometimes it is inevitable. We will try as practical as possible to replace damaged or broken items with the identical replacement. We may substitute new for old, and in the event we cannot replace an identical match, we will compensate with another of similar quality or value. Any key replacement/locksmith fees are paid only if keys are lost by our operatives.
17.5 To minimise the risk of damage, the Company requests all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and /or not cleaned by the cleaning operatives.
17.6. If the company’s staff has damaged to your property, we will repair the item at our expense. If the item cannot be repaired the Company will endeavour to replace the item with a like, or near value, if that is not practical, we will offer the client the current value of the item, providing that all the clients accounts has been settled.
17.7. The Company shall not be responsible for damage due to faulty and/or improper installation of any item. All surfaces (i.e., marble, granite, etc.) are assumed sealed and ready to clean without causing harm.
17.8. Your claim will be invalid if you have outstanding balances more than 15 days old.
17.9. Any attempt to commit insurance fraud or the use of false information to commit fraud will be reported to the police and may be prosecuted to the fullest extent permitted by law. We may make a claim alongside with the insurance provider for compensation. You agree to bear the cost of any legal action we take in that regards.
18.1. All complaints which DOES NOT involve damage or claims must be received in writing to TAAC Building, 286 Broomloan Road, Ibrox Govan, Glasgow, G51 2JQ; Alternatively can be emailed to:firstname.lastname@example.org providing evidence. We must receive your complaint within 48 hours of the service delivery.
18.2. We will fully investigate any complaint and attempt to resolve it to the satisfaction of the Client, or alternatively to a reasonable standard.
18.3. If the Client is wishes to change, amend, discontinue, suspend, add, remove, modify a occurring service, Please contact the Company as soon as possible by dialling 0141 374 2416. Please do not wait until the service is ending.
18.4. The Company may require entry to the premises within 24 hours of the claim being made to correct the problem. Any refunds or adjustments must be requested directly from the Company. Certain factor may be considered in validating your claim.
19.1. The Company shall not be liable under any circumstances for any loss, expense, damage, delay, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Client arising from or in any way connected with:
1. Late arrival of Company operatives at the service address. The Company endeavours to be punctual, sometimes it is not within our control how the public transport system operates. Company operatives who arrive late due to transportation factors may entitle the client to re-schedule.
2. A cleaning job not completed due to the lack of cleaning materials, lack of hot water or electricity, or equipment not in full working order;
3. Third party entering or present at the Client’s premises during the cleaning process;
4. An existing damage to Clients property in the form of old stains/burns/spillages etc. which cannot be cleaned/removed completely by the cleaning operative using the Client’s cleaning equipment and materials and in accordance with the industry standard cleaning methods as described in the Company’s method statements;
5. Any damages caused by faulty/not in full working order equipment or materials supplied by the Client;
6. Services not provided to the client because of dishonoured cheques, payments, or overdue accounts.
19.2. We record all incoming and outgoing phone conversations for quality control, record keeping and back-referral for any inquiries or investigations.
20. Supplementary Terms
20.1. If the Client requests keys to be collected by the Company’s operatives from a third party’s address outside the postal code of the serviced address then a £10.00 charge will apply. The charge will cover only the pickup of keys. If said keys need to be returned back to the third party’s address or any other address another charge of £10.00 will apply.
20.2. The Company reserves the right to re-evaluate rates at any time should the Client’s initial list of tasks changes.
20.3. The Company reserves the right to amend the initial quotation, should the Client’s original requirements change. Differences in excess of 10% will be discussed with the Client prior to the start of the work.
20.4. Amount of cleaning time required are estimated based on the average home of similar size. Estimates are of indication only and are not guaranteed, the actual time will depend on other factors during the cleaning; we tend to allow some flexibility with the time. Please note that one off cleans may take longer to complete due to longer intervals between cleaning sessions, number and type of cleaning tasks required. This may vary when compared to the regular maintenance cleaning of the same property.
20.5. The Company shall arrange an immediate replacement should an operative cannot attend a scheduled visit, and will inform the Client prior to the visit.
20.6. Post Construction Cleaning (Builders Cleaning), Event Cleaning or badly neglected homes may take up to three times longer than a well maintained home requiring general cleaning. Therefore the Company recommends our specialist cleaning services: Builders Cleaning or Event Cleaning.
20.7. The cleaning operatives are not allowed to hand wash any items of clothing belonging to the Client. The Company advises that our operatives can only use a washing machine for such tasks.
20.8. All fragile and highly breakable items must be secured or removed. We will not be responsible for damage where it was an obvious risk.
20.9. The cleaning operatives are not allowed to use or work with bleach or any product containing bleach. The Company advises the Client to avoid supplying such products to the cleaning operatives. The Company shall not be liable under any circumstances for any damages to Client’s property caused by bleach or products containing bleach.
20.10. The Company reserves the right to make changes to any part of these Terms and Conditions without giving any prior notice. The Company may add to or alter these Terms and Conditions from time to time and any alterations or additions will apply to new business but not to existing contracts. Please refer to your copy of these Terms and Conditions, or alternatively you can request a copy by contacting the company.
21. Our Guarantee
21.1. The Company has built its business and reputation by providing its clients with the best possible cleaning service available. For this reason, the Company offers you a guarantee. If the Client is not satisfied with the cleaning standard of certain areas after the cleaning, the Company’s operatives will come back to the Client’s premises and re-clean those areas free of charge.
22. Referral Credit
22.1. Any Client of the Company will receive a one-time credit of £10.00 for referring another Client. Credit will be issued after new Client has been serviced 4 times.
23. Data Protection
23.1. We operate a data protection policy, and we do not share your information with anyone, including third parties. However where a warrant or an order is made in pursuance with fraud, or illegal activities we will make such information available to law enforcement officers.
24. Abuse / discrimination
24.1 We operate a zero tolerance policy towards verbal, physical and sexual abuse of staff and customers. This includes intimidation, bullying, harassment, and discrimination in any form. We will prosecute or seek the maximum penalty under the law in the event of such abuse. Additionally we may make a report to the police, and seek compensation where we see fit.
25.1 These Terms are governed by the laws of Scottish, and are subject to the exclusive jurisdiction of the Courts of Scotland.