1. Security and Access
- We are fully insured key holders. All keys are coded and stored securely without any personal details such as names or addresses. Due to the absolute anonymity of the keys, in the event that a key is lost, we can only replace the cost of a new key, not the cost of a new locking system.
2. Pet Policy
- While we are a pet-friendly service, the safety of our team is paramount. Please secure pets if there is any risk of harm to our staff during our visit. Additionally, inform us of any pets at the property when booking a service. In the event of a staff member having to leave due to a threatening or aggressive pet, the full cost of the service will apply.
3. Scheduling and Appointments
- Regular customers are placed on a rota for their preferred dates and cycles (weekly, fortnightly, monthly, or a custom arrangement). Specific arrival times cannot be guaranteed, but we operate within a service window from 8 AM to 6 PM, subject to staff availability on the day.
4. Payment Terms
- Payment is due on the day of service via cash or bank transfer. A reminder will be issued the following day, and a £5 late payment fee will be applied for payments not received by 6 PM. An additional £20 or 2% of the outstanding balance (whichever is greater) will be applied to the outstanding balance every month until fully paid.
5. Cancellation and Rescheduling
- We request as much notice as possible for cancellations or changes. No charges will apply if we need to cancel or reschedule a clean. For client cancellations, notice requirements are:
- More than 48 hours before service: No charge
- 24 to 48 hours before service: 50% of the service fee
- Less than 24 hours before service: 100% of the service fee
- The reason for the cancellation fee is the loss of income, paying staff wages, and other associated costs. Although we are sympathetic to unforeseen circumstances and emergencies, there will be no exception to this term, and by taking out our services you agree to this.
6. Staff Training and Operations
- All team members are fully trained in advanced cleaning techniques. Our staff are uniformed and vetted, reflecting our commitment to professionalism and security. We reserve the right to send any number of cleaners (one, two, or three), irrespective of the type of clean, and may send additional staff for deep cleans.
7. Service Termination and Adjustments
- A one-month notice is required to cancel your ongoing service. In the event of us cancelling your service due to non-payment, we will not carry out any cleans within the notice period until all money owed is paid in full, including the one month's notice. Any cancelled cleans during the notice period are to be charged irrespective of how much notice was given.
8. Complaints and Damage Claims
- Any complaints or issues must be reported on the day of the clean along with photo evidence. We are fully insured; however, coverage may not extend to damages caused by customer negligence. Claims for damage must be reported immediately after the service. The company’s public liability insurance covers damages up to £1,000,000, but clients are responsible for the first £100 of any claim. Claims for damages caused by improper installation or pre-existing conditions will not be accepted.
9. Customer Responsibilities
- Customers must provide or cover the cost of parking. Additional time required due to parking issues will reduce cleaning time. Clients are also expected to provide a safe working environment and notify us of any special cleaning requirements or fragile items. If the client requires the use of their own cleaning equipment or products, they must provide clear instructions. The company is not liable for any damage or substandard results due to the use of client-provided equipment or products.
10. Special Service Requests and Handling of Valuables
- Requests for additional services must be made two days prior to the service day. We are not liable for damage to undisclosed sensitive items.
11. Operational Hours and Communication
- Our standard working days are Monday to Friday, excluding bank holidays. All amendments or cancellations must be communicated to our office in writing via email or WhatsApp and not through cleaning teams.
12. Workplace Safety and Liability During Cleaning
- We conduct risk assessments and may adjust services based on identified hazards. We are not responsible for accidents resulting from wet floors or unattended equipment during our services. We have a duty of care to our staff who have been informed that if there is any bullying, harassment or aggressive behaviour, they are to leave immediately and the full cost of the clean will apply. We may terminate your agreement in serious circumstances, and in this case, the cost of the 1-month notice period would apply but we will be unable to send a cleaner due to the recent behaviour you have shown.
13. Non-Solicitation
- For 12 months post-agreement, clients may not hire or engage any Maid In Mind staff directly. Breach of this clause may result in a minimum charge of £1,000 plus VAT to cover damages and associated costs.
14. Supplies and Equipment
- All cleaning equipment and supplies are provided by Maid In Mind. Use of client's electrical appliances is at their own risk and is not covered by our insurance. If the client has equipment that is complicated to operate, the client must provide clear and detailed instructions to the cleaner. If the client requires the cleaner to use their own materials and equipment including vacuum cleaner, the company cannot accept any liability should anything go wrong with either the equipment or the outcome of using it.
15. Photography and Video Consent
- We reserve the right to take photographs or videos during our service for evidence or promotional use. Clients may opt out by contacting us directly. If customers opt out, this only applies to promotional use, and customers must opt out in writing.
16. Confidentiality
- Any information or knowledge obtained during the term of this cleaning services contract about the client is considered confidential. Although we will endeavour to ensure confidential information does not leave the business, we cannot be held responsible for the actions of individual employees in the event they breach confidence.
17. Limitation of Liability
- In no event shall Maid In Mind's aggregate liability exceed the amounts actually paid by and/or due from you in the six-month period immediately preceding the event giving rise to such claim. Maid In Mind shall not be liable for any indirect, punitive, special, exemplary, incidental, consequential, or other damages of any type or kind arising from your use of the service.
18. Governing Law
- This agreement shall be governed by and construed in accordance with the laws of England and Wales. Both parties agree to submit to the exclusive jurisdiction of the courts located within that jurisdiction.
19. Debt Recovery
- We use debt recovery and enforcement agencies to cover any and all debts, which will incur extra fees on top of the money already owed. The debt recovery process may include fees up to 20% of the amount owed, and enforcement fees will be in line with legislation. The cost of any tracing services required to locate you, if you move property, will also be added.
20. Modifications to Agreement
- The company reserves the right to modify or update these terms and conditions at any time. Changes will apply to new agreements and will not affect existing contracts unless agreed upon by continuation of service.
21. Force Majeure
- The company will not be liable for any failure to perform its duties due to circumstances beyond its control, such as natural disasters, strikes, or severe weather conditions. In such cases, the company will attempt to reschedule the service at a mutually convenient time.
22. Client Obligations
- The client is responsible for providing unrestricted access to the premises during the agreed cleaning times, which are between the hours of 8 AM and 6 PM as per section 3. Any changes to access requirements must be communicated at least 24 hours in advance. If cleaners are unable to gain access due to client fault (e.g., faulty locks, no key provided), the full cost of the visit will apply. Clients must ensure that the cleaning area is free from hazards and encumbrances. Any delicate, valuable, or fragile items must be stored away or disclosed to the cleaning team.
23. Refunds and Claims
- No refunds will be given once the cleaning service has been carried out. If the client is dissatisfied, they must notify the company within 24 hours for the issue to be rectified. Any surplus money will be a credit on your account to be used within 6 months. Refunds are only issued if a cancellation is made within the allowed time frame or if a cleaner fails to attend a scheduled visit.
These terms and conditions are designed to ensure clarity and mutual understanding between Maid In Mind and our clients, ensuring a smooth and professional service experience.