Terms & Conditions
Regular Cleaning
Domestic Divas will perform the work specified by the Client in a professional manner. Domestic Divas reserves the right to make changes to any part of these Terms and Conditions without notice. By booking Domestic Divas service via telephone, e-mail, Facebook or website the client is agreeing to be bound by Domestic Divas Terms and Conditions of Service. The Client must allow the cleaner access to hot water and power. All fragile and breakable items must be secured or removed.
One off cleaning
The client is recommended to check the quality of the cleaning work carried out immediately after completion of the work.
1. In the event that the client is not satisfied with the standard of work, he/she should contact the company not more than 48 hours after the completion of the service. Unless good reason is given for late notification of any complaint, the company will not consider any complaints which are notified after such period of 48 hours.
2. When booking a cleaning service, the Client is obliged to provide details of name, address, telephone, e-mail address and the payment details over the phone. As soon as this information has been submitted the Client will be sent an e-mail confirmation one working day before the cleaning session in respect of the Company’s Terms and Conditions. The Client accepts these Terms and Conditions unless he/she contacts the Company before the cleaning session has started.
3. In the event of complaint the client will allow the company to send a cleaner back to the client’s property to complete the work to the client’s satisfaction and the company will not normally refund any payment if it is not permitted to return to the client’s property to complete the job.
Insurance
Domestic Divas service is insured by full public and employer's liability cover. The cleaners have full public liability insurance.
Equipment
Domestic Divas will only provide cleaning materials and equipment on request. Please note that this will be subject to a surcharge. If the Client has particular requirements Domestic Divas will use the cleaning materials supplied.
End of Tenancy Cleaning
The standard end of tenancy cleaning service does not include cleaning of walls, ceilings, curtains, balconies, patios, exterior windows and carpets or laundry. A minimum of 6 hours is required for an end of tenancy clean.
Claims
Domestic Divas has public liability insurance which includes "Treatment Risk". The policy will cover any accidental damages caused by an operative working on behalf of Domestic Divas. 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 client to nothing. Domestic Divas advises that the client or a client's representative must be present at the time of completion of the job so an inspection can be carried out and any corrections made on site on the same day. If the client 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. In case of damage Domestic Divas will repair the item at its cost and has the right to request proof of purchase and or photographic evidence of the manufacturer i.e. an image of product label so as to verify the items value. If the item cannot be repaired Domestic Divas will rectify the problem by crediting the client with the item's present actual cash value toward a like replacement from a Domestic Divas source upon payment of cleaning services rendered. If the client is not completely satisfied with a cleaning job, Domestic Divas will re-clean any areas and items to client's satisfaction.
All fragile and highly breakable items must be secured or removed. Items excluded from liability are: cash, jewellery, items of sentimental value (the client will be credited with the items present cash value), art and antiques. Key replacement/locksmith fees are paid only if our operatives lose keys. Domestic Divas reserves the right not to be responsible for: cleaning job not complete due to the lack of suitable cleaning materials and/or equipment in full working order, hot water or power; third party entering or present at the client's premises during the cleaning process; wear or discolouring of fabric becoming more visible once dirt has been removed; existing damage or spillage that cannot be cleaned/removed completely using provided by the client cleaning materials and equipment; any damages caused by a faulty or not in full working order materials/equipment supplied by the client; accidental damages worth £50 or less; any accidental damages caused by our cleaners if the client has an unpaid balance owed to Domestic Divas.
Cancellation Fees
Regular domestic cleaning and office cleaning
Client may cancel a scheduled cleaning visit/s by giving at least 24 hours advanced notice by telephone and confirm in writing by text/email/post/hand delivery. Client may terminate the whole service by giving two weeks (14 days) advanced notice in writing by text/email/post/hand delivery and specifying the last cleaning date. Client agrees to pay the full price of the cleaning visit if the client cancels or changes the date/time less than 24 hours prior to the scheduled appointment. Client agrees to pay the full price of the cleaning visit in the event of a lockout caused by our cleaners being turned away; no one home to let them in; or problem with client's keys. If keys are provided they must open the lock without any special efforts or skills. Client agrees to pay the full price of one cleaning visit in case of a termination of the service if the client has given less than one week advanced notice. Client has the right to terminate the service without giving one week advanced notice but by giving 24 hours advanced notice by telephone and confirm in writing by text/email/post/hand delivery before or immediately after the first cleaning visit only.
One-off cleaning
Client may cancel the scheduled cleaning job at least 24 hours prior to the agreed start time by telephone and confirm in writing by text/email/post/hand delivery. Client agrees to pay 20% of total order value cancellation fee per cleaner if the client cancels or changes the date/time less than 24 hours prior to the scheduled appointment. Client agrees to pay 20% of total order value cancellation fee per cleaner in the event of a lock-out caused by our cleaners being turned away; no one home to let them in; or problem with client's keys. If keys are provided they must open the lock without any special efforts or skills.
End of tenancy cleaning
Client may cancel the scheduled cleaning job at least 24 hours prior to the agreed start time by telephone and confirm in writing by text/email/post/hand delivery. Client agrees to pay 40% of the quote as a cancellation fee if the client cancels or changes the date/time less than 24 hours prior to the scheduled appointment. Client agrees to pay 40% of the quote as a cancellation fee in the event of a lock-out caused by our cleaners being turned away; no one home to let them in; no water or power available at client's premises; or problem with 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 Domestic Divas then the client agrees that deposit funds may be used to cover the cancellation fee.
Minimum Cancellation Fee
When a booking is made it must be understood and appreciated Domestic Divas has committed manpower and time to service the request. Therefore when a service is cancelled with less than 24 hours’ notice it often the case Domestic Divas will not be able to fill that time with an alternative order. It is also the case the cleaner may already be on route or have been unable to gain access to the property through no fault of theirs and or Domestic Divas. Therefore a minimum fee of 20% of total order value will be incurred to cover the administrative, travel costs and cleaners time. In all cases where the service has been cancelled with less than 24 hours’ notice there will be a minimum cancellation fee of 20% of total order value.
Amendment to date & time
Where the date and or time has been amended by the client whilst the cleaner is on route or due to the cleaner not being able to gain access the minimum fee of 20% of total order value will be charged in addition to the agreed total price of the service.
Payments
1. Payment is requested on completion on the day of the cleaning service.
2. Payment can be made by bank transfer only on completion of the service
3. The client understands that any ‘late payments’ may be subject to additional charges.
4. If payment is not made after 30 days of invoice then the account will be passed to our collections agency, after which a charge of 15% on top of the initial invoice due, will be added to the debt. You agree as part of this contract to pay this sum which represents our reasonable costs in collecting the unpaid amounts.
Photography
The client consents to having their property photographed before and after any cleaning procedure. The copyright of all photographs taken will remain property of Domestic Divas.Unless prior written agreements is made, the customer will allow Domestic Divas to use any images without any personal identifiable information for promotional purposes including, but not limited to social media, advertising and before/after examples.