Terms of Business

TotalClean Solutions Dorset Ltd

Please read Terms and Conditions carefully. It is our policy to strictly enforce its Terms of Agreement in the event of any dispute.

1. About this Contract

1.1 Our Terms and Conditions represent a contract. This contract is made between TotalClean Solutions Dorset Ltd and the Client.

1.2 You agree that any use of the services provided by TotalClean Solutions Dorset Ltd shall constitute your acceptance of the Terms and Condition.

2. The Service

2.1 TotalClean Solutions Dorset Ltd acts as the employer to all members of staff providing services on our behalf.

2.2 If the client is not happy with the standard of service provided by the employee, we will endeavour to find a replacement as soon as possible, normally within 24 hours.

2.3 We will make every effort to provide temporary cover in the event of sickness or holiday.

2.4 All of our staff under-go an induction training course prior to commencing any service with you.

2.5 We will interview and obtain references for every person representing the company.

2.6 New staff must provide us with a copy of their passport or driver’s license as well as a proof of permanent address.

3. The fees

3.1 Fees are payable by the client strictly on the cleaning day or for a maximum of 14 days from the invoice date, if we agreed so. We reserve the right to charge late payment charges if your account falls severely into arrears.

3.2 One off cleans, spring cleans, end of tenancy cleans are payable by the client strictly on the cleaning day.  We reserve the right to charge late payment charges if your account falls severely into arrears.

3.3 Accepted forms of payment are cheque, cash or BACS.

3.4 If a member of staff is solicited to work for the client with the intention of bypassing TotalClean Solutions Dorset Ltd then the client will be invoiced a one off fee determined by TotalClean but at the discretion of the directors.

3.5 Any rate increase will be notified to all customers giving at least 14 days notice.

3.6 Public and bank holidays will be charged at the normal rate.

4. Cancellations

4.1 We require a minimum of 14 days written notice for cancellation of the service.

4.2.1 Refunds will not be given for any advanced payment made in the event of cancellation.

4.2.2 In the event that a member of staff travels to the clients premises on the designated day and the client is not in or the member of staff cannot gain entry to the property the client shall be liable for the travelling costs.

4.2.3 Clients must give TotalClean a minimum of 7 Days notice if they are going to be away on holidays or business.

4.2.4 Clients must give a minimum of 7 Days notice if they wish to change the day that their property is cleaned/ maintained.

4.2.5 No service will be provided on Christmas Day, Boxing Day and New Years day. 

5. Amendments

5.1 TotalClean Solutions Dorset Ltd reserves the right to introduce supplementary terms. You will have been deemed to have accepted any amendments if the company does not receive any representations within a period of 30 days from the notification date.

6. Supplementary Terms

6.1 You do not employ the staff, we employ them.

6.2 We will be responsible for the replacement costs incurred in the unlikely event of the client’s keys being lost.

6.3 The client is responsible for arranging access to the client’s premises.

6.4 We make every effort to make sure the quality of the staff that we introduce.

6.5 Cleaners will not perform any deep clean or specialized cleaning of any antique, delicate or valuable items.

7. Insurance

7.1 TotalClean Solutions Dorset Ltd has public liability insurance for a maximum of £1 million, which protects the client against major accidental damage caused by a member of staff whilst on your property. All claims must be notified within 24 hours of discovery.

7.2 The Insurance cover is only valid if the clients account is in satisfactory order and not in arrears.

8. Complaints Procedure

8.1 All complaints must be received in writing within 1 days of incident, emails are acceptable.

8.2 We promise that on receiving a complaint we will respond within 48 hours.

8.3 We promise to have fully investigated the complaint within 7 days of receiving a formal written complaint.

8.4 We promise that if no solution can be found to the complaint raised that we will be happy to take the matter to an independent arbitrator whose decision will be final and binding on both parties.