Terms and Conditions

Last Amended: Jan 01, 2021

ABOUT THIS CONTRACT

Our Terms and Conditions represent a contract. This contract is made between Aura Cleaning LTD and the Client.

 

You agree that any use of the services provided by Aura Cleaning LTD shall constitute your acceptance of the Terms and Conditions.

 

Aura Cleaning LTD agrees to perform the work specified by the Client in professional manner using every care to accomplish a satisfactory service.

THE SERVICE

If the cleaner leaves or the Client is not happy with the standard of service provided, Aura Cleaning LTD will endeavour to find a replacement cleaner as soon as possible, normally within 3 working days.

 

Aura Cleaning LTD will make every effort to provide a temporary cleaner in the event of sickness or holiday.

 

All of our cleaners under-go an induction-training course prior to commencing any service. We interview and obtain references for every cleaner representing Aura Cleaning LTD.

 

The cleaners must provide us with a copy of their passport or driver’s license as well as a proof of permanent address and a signed contract.

 

Please note that the Client is not allowed to hire or offer work to any previous or present stuff of Aura Cleaning LTD without the consent of Aura Cleaning LTD otherwise a legal action will be taken.

REGULAR DOMESTIC AND OFFICE CLEANING

  • The Client agrees to provide a task list and all necessary cleaning detergents and equipment for the required work, unless other arrangements have been made with Aura Cleaning LTD.

  • All cleaning equipment should be safe and in full working order. If the Client does not have cleaning materials or value on utility and laundry cards and he/she asks Aura Cleaning LTD to purchase required items on their behalf, he/she understands that an applicable service charge will be assessed.

  • If a Aura Cleaning LTD operative needs to collect keys from a third party’s address outside the postal code of the premises where work is to be done then a £10.00 charge may apply.

  • The Client understands that the price he/she has been quoted is not for a “package deal” and does not include anything apart from cleaning and ironing labour.

  • If any preliminary quotes have been given of how long it would take our operatives to complete the requested tasks, that is only an estimate based on similar size premises. Sometimes it is being difficult to evaluate exactly how much time is needed for such tasks and Aura Cleaning LTD might require some flexibility.

  • The standard regular domestic and office cleaning does not include wall cleaning, ceiling cleaning and laundry. However if the Client insists on cleaning of walls and ceilings then Aura Cleaning LTD cannot be held responsible for any unsuccessful results or any damage caused to the paintwork. Also if laundry service has been especially requested please note that Aura Cleaning LTD does not take any responsibility for damaging client’s clothing.

  • Aura Cleaning LTD will not be responsible for triggering any alarm systems. The Clients should give specific instructions for deactivation/activation of any household alarm systems.

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END OF TENANCY CLEANING AND AFTER BUILDERS CLEANING

  • Aura Cleaning LTD reserves the right to amend the initial quotation, should the client’s original requirements change or due to incomplete or incorrect initial information. Differences in the price will be added to the initial quotation.

  • The standard End of Tenancy cleaning does not include cleaning of walls, ceilings, curtains, balconies, patios, exterior windows, carpet cleaning, upholstery cleaning, cleaning cutlery and laundry. All of the above mentioned services, excluding walls, ceiling cleaning and laundry are available at an extra charge. However if the Client insists on cleaning of walls and ceilings then there will be an extra charge and Aura Cleaning LTD cannot be held responsible for any unsuccessful results or any damage caused to the paintwork. Also if laundry service has been especially requested there will be an extra charge and please note that Aura Cleaning LTD does not take any responsibility for damaging client’s clothing.

  • In order to commence work the property must be vacated.

  • If a Aura Cleaning LTD operative needs to collect keys from a third party’s address outside the postal code of the premises where work is to be done then a £20.00 charge may apply.

  • If there was a dog, cat or other hairy pet animal in the house/flat then an extra £100.00 may be added to the initial quote due to the extensive amount of animal hair slowing down the cleaning process, unless agreed in advance with Aura Cleaning LTD.​

  • Aura Cleaning LTD will not be responsible for triggering any alarm systems. The Client should give specific instructions for deactivation/activation of any household alarm systems.

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ONE-OFF CLEANING

  • Aura Cleaning LTD reserves the right to amend the initial quotation, should the client’s original requirements change or due to incomplete or incorrect initial information. Differences in the price will be added to the initial quotation.

  • There is a minimum of 3 hours per cleaning visit.

  • The Client agrees to provide a task list and all necessary cleaning detergents and equipment for the required work unless other arrangements have been made with Aura Cleaning LTD.

  • The standard One-off cleaning does not include cleaning walls, ceilings, curtains, balconies, patios, exterior windows, carpet cleaning, upholstery cleaning, cleaning cutlery and laundry. All of the above-mentioned services, excluding walls, ceiling cleaning and laundry are available at an extra charge. However, if the Client insists on cleaning walls and ceilings then there will be an extra charge and Aura Cleaning LTD cannot be held responsible for any unsuccessful results or any damage caused to the paintwork. Also if laundry service has been especially requested there will be an extra charge and please note that Aura Cleaning LTD does not take any responsibility for damaging the client’s clothing.

  • All cleaning equipment should be safe and in full working order. If the Client does not have cleaning materials or value on utility and laundry cards and he/she asks Aura Cleaning LTD to purchase required items on their behalf, he/she understands that an applicable service charge will be assessed.

  • If Aura Cleaning LTD operative needs to collect keys from a third party’s address outside the postal code of the premises where work is to be done then a £20.00 charge may apply.

  • The Client understands that the price he/she has been quoted is not for a “package deal” and does not include anything apart from cleaning and ironing labour. If any preliminary quotes have been given of how long it would take our operatives to complete the requested tasks that are only an estimate based on similar size premises. Sometimes it is difficult to evaluate exactly how much time is needed for such tasks and Aura Cleaning LTD might require some flexibility.

  • Please note that a one-off spring cleaning may take double the length of time required for general cleaning. After Builders Cleaning, After Party Cleaning or Badly maintained homes may take up to three times longer than a well kept home requiring general cleaning. That is why Aura Cleaning LTD advises the Client to ask for our special cleaning services: After Builders Cleaning and After Party Cleaning.

  • Aura Cleaning LTD will not be responsible for triggering any alarm systems. The Client should give specific instructions for the deactivation/activation of any household alarm systems.

4

CARPET AND UPHOLSTERY STEAM CLEANING

  • Aura Cleaning LTD reserves the right to amend the initial quotation, should the client’s original requirements change or due to incomplete or incorrect initial information. Differences in the price will be added to the initial quotation.

  • If a Aura Cleaning LTD operative needs to collect keys from a third party’s address outside the postal code of the premises where work is to be done then a £20.00 charge may apply.

  • If there was a dog, cat or other hairy pet animals in the house/flat then an extra £100.00 may be added to the initial quote due to the extensive amount of animal hair slowing down the cleaning process, unless agreed in advance with Aura Cleaning LTD.

  • There is a minimum call-out charge starting from £100.00.

  • The Client understands that in some cases his/her carpets cannot be cleaned as new because of old or permanent damage/stains which cannot be removed completely using Aura Cleaning's carpet cleaning equipment (our carpet cleaners use the latest top-of-the-range technology and chemicals of PROCHEM). Situations, when such damage/stains occur, must not be classified as unsuccessful and full payment for the job should be made.

  • Aura Cleaning LTD will not be responsible for triggering any alarm systems. The Client should give specific instructions for the deactivation/activation of any household alarm systems.

  • Please note that the carpet should be well attached to the floor otherwise we cannot accept responsibility if it gets wrinkly.

5

PAYMENTS

  • Payments for cleaning services must be made in cash or by cheque on the day of the cleaning visit or 30 days upon receipt of an invoice otherwise a legal action will be taken.

  • The Client can be charged on a weekly/fortnightly/monthly basis according to the client’s request for number of cleaning hours and interval between visits.

  • If paying by cheque, a cheque guarantee card is required and the Client will be responsible for all bank and legal charges resulting from a dishonoured cheque.

  • The Client can change the number of hours and the interval between cleaning visits by giving at least 24 hour notice before the next cleaning visit.

6

INSURANCE

  • Aura Cleaning LTD is insured by AXA Insurance UK PLC and has full Public liability insurance. The policy will cover any accidental damages (worth over £250) caused by our operatives while working on behalf of Aura Cleaning LTD, if reported within 24 hours after the service has been performed.

  • In case of damage/breakage worth less than £250 Aura Cleaning LTD takes full responsibility to repair or replace the damaged item. Please note that Aura Cleaning LTD has to be notified within 24 hours and no claims can be made against Aura Cleaning LTD after the 24 hour time limit. Damages worth less than £250 are not covered by our insurance but by Aura Cleaning LTD.

  • The Client agrees and is in full awareness that in case of damage/breakage caused by representatives of Aura Cleaning LTD has to be reported immediately or no later than 24 hrs after the service has been performed.

  • The Client agrees to provide Aura Cleaning LTD with all required information regarding damages caused by our operatives.

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COMPLAINTS AND CLAIMS

  • The Client accepts and understands that poor service, breakage/damage or theft must be reported within 24 hours from our service date. Failure to do so will entitle the Client to nothing. No claims can be made against Aura Cleaning LTD after the above time limits.

  • In case of poor service Aura Cleaning LTD will rectify problems arising as a result of its work. If the Client is not completely happy with the outcome of the work then Mel Cleaning operatives must be allowed to come back and re-do the job free of charge, otherwise no refund can be claimed due to the nature of the service.

  • Aura Cleaning LTD advises that the Client or a client’s representative must be at the premises at the time of completion of the job so an inspection can be done and any correction is made on site on the same day.

  • If the Client or his/her representative confirm that they are happy with the job done, this is considered as successful and completed job and no further claims can be made.

  • If the Client has scheduled an inventory check then it must be arranged to commence no later than 24 hours after the cleaning job has been done.

  • In case of damage or breakage Aura Cleaning LTD will repair the item if possible or will credit the Client with the item’s present value upon payment of cleaning services rendered.

  • All fragile and highly breakable items must be secured or removed. Items excluded from liability are: cash, jewellery, items of sentimental value, art and antiques.

  • The Client agrees to provide Aura Cleaning LTD with all required information regarding damages caused by our operatives.

  • Key replacement/locksmith fees are paid only if keys are lost/broken or damaged by our operatives. There is a £30 per location liability limit. ​

 

Aura Cleaning LTD reserves the right not to be responsible for:

  • Delay for a cleaning visit due to traffic congestion or broken down equipment.

  • Cleaning job not complete due to the lack of suitable cleaning materials and/or equipment provided by the Client (e.g. vacuum cleaner, mop, sponge, clothes, cleaning liquids etc.) in full working order provided by the Client.

  • Lack of hot water or electricity.

  • For work not completed, or not completed to a good standard if the client, other people or trades men are working or present at the property when our cleaners are carrying out the job.

  • Where discolouring of fabric becoming more visible once dirt has been removed.

  • Failing to remove old/permanent stains (due to their nature) using standard carpet cleaning methods.

  • Damage to windows or articles of glass china porcelain earthenware stone or other articles of a brittle nature.

  • Existing damage or spillage that cannot be cleaned/removed completely using provided by the Client cleaning materials and equipment.

  • Any damages cost by faulty equipment and cleaning materials provided by the client.

  • Accidental damages caused by a faulty or not in full working order materials/equipment provided by the Client.

  • Any accidental damages caused by our cleaners if the Client has an outstanding balance owed to Aura Cleaning LTD.

  • Any accidental damages/breakages or poor service caused by our cleaners if the Client decides to contact our operatives directly instead of Aura Cleaning LTD with regards to these issues.

8

CANCELLATION

  • Regular domestic cleaning and office cleaning

  • The Client may cancel a cleaning visit/s by giving at least 24 hours advanced notice.

  • The Client may terminate the whole service by giving one month (30 days) advanced notice in writing and specifying the last cleaning date.

  • The Client agrees to pay the full price of the cleaning visit if he/she cancels or changes the date/time less than 24 hours prior to the scheduled appointment.

  • The Client agrees to pay the full price of two cleaning visits in case of a termination of the service if the notice has been given in less than 30 days.

  • Please note that in cases of termination of the cleaning service after the initial cleaning the client has to pay £50.00 penalty charge to Aura Cleaning LTD in five working days after the notice has been given.

  • The Client agrees to pay the full price of the cleaning visit in the following events: our cleaners are turned away, no one at home to let them in, a problem with the client’s keys or no water or electricity available at the client’s premises.

  • If keys are provided they must open the lock without any special efforts or skills.​

  • The Client may cancel the scheduled cleaning job at least 24 hours prior to the agreed start time.

  • The Client agrees to pay a £50.00 cancellation fee per cleaner if he/she cancels or changes the date/time less than 24 hours prior to the scheduled appointment.

  • The Client agrees to pay a £50.00 cancellation fee per cleaner in the following events: our cleaners are turned away, no one at home to let them in, a problem with client’s keys or no water or electricity available at client’s premises.

  • If keys are provided they must open the lock without any special efforts or skills.

  • Carpet cleaning and Pre/End of tenancy cleaning

  • The Client may cancel the scheduled cleaning job at least 24 hours prior to the agreed start time.

  • The Client agrees to pay 40% of the initial quote as a cancellation fee if he/she cancels or changes the date/time less than 24 hours prior to the scheduled appointment.

  • The Client agrees to pay 40% of the quote as a cancellation fee in the following events: our cleaners are turned away, no one at home to let them in, no water or electricity available at the client’s premises or problem with the client’s keys.

  • If keys are provided they must open the lock without any special efforts or skills.

  • If an initial deposit has been paid to Aura Cleaning LTD then the Client agrees that deposit funds may be used to cover the cancellation fee.

9

AFTER CANCELLATION OF THE CLEANING SERVICE

  • By entering into a service agreement with Aura Cleaning LTD, the Client agrees that after the termination of the cleaning service he/she will not hire or use any home-related services provided by a present or past cleaner introduced to the Client by Aura Cleaning LTD. If the Client does wish to hire or use home-related services provided by such a cleaner then he/she must pay a referral fee of £1000.

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APPENDIX

  • Aura Cleaning LTD reserves the right to make any changes to any part of these Terms and Conditions without giving any prior notice. Please check this website for updates. By ordering Aura Cleaning services by telephone, e-mail, fax or via the Aura Cleaning website the Client agrees to be bound by these Terms and Conditions.

  • The relevant United Kingdom law shall govern these terms and conditions and by agreeing to be bound by them the client agrees to submit to the exclusive jurisdiction of the relevant courts of the United Kingdom.

Have
questions?

If you have any questions or comments please do not hesitate to contact us on any

of the details below:

 

T:  020 8674 1016  M:  0753 4941 052  E: info@auracleaningltd.com