Terms&Conditions

1. ABOUT THIS CONTRACT

Our Terms and Conditions represent a contract. This contract is made between Mel Cleaning and the Client.
You agree that any use of the services provided by Mel Cleaning Services shall constitute your acceptance of the Terms and Conditions.

2. THE SERVICE

If the cleaner leaves or the client is not happy with the standard of service provided by the cleaner, we will endeavour to find a replacement cleaner as soon as possible, normally within 5 working days.
We will make every effort to provide a temporary cleaner in the event of sickness or holiday.
All of our cleaner under-go an induction-training course prior to commencing any service with you.
We will interview and obtain references for every cleaner representing the company.
Cleaners must provide us with a copy of their passport or driver's license as well as a proof of permanent address.

3. PAYMENTS
The client is obliged to pay fortnightly by Standing Order, cheque or cash.
Mel cleaning will invoice the client every fortnight.
An invoice is payable immediately upon receipt.

4. 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.
Mel Cleaning requires the presence of the customer or his/hers 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.
Mel Cleaning may take up to 7 working days to respond to a complaint.
Mel Cleaning 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.
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.

5. CANCELLATIONS

Customer may cancel a cleaning visit/s by giving at least 24 hours advanced notice. Customer may terminate the whole service by giving one month (30 days) advanced notice in writing and specifying the last cleaning date. Customer agrees to pay the full price of the cleaning visit if the customer cancels or changes the date/time less than 24 hours prior to the scheduled appointment. Customer agrees 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 problem with customer's keys. If keys are provided they must open the lock without any special efforts or skills. Customer agrees 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. Customer has the right to terminate the service without giving one week advanced notice but by giving 24 hours advanced notice before or immediately after the first cleaning visit only.

The client is responsible for supplying cleaning materials and equipments in addition to making arrangements for access to the client's home.

Cleaners will not specialized cleaning of any antique, delicate or valuable items.

All Mel Cleaning Operatives are fully vetted and insured.