Terms and Conditions
1. Definitions
"Company" – Refers to Malvern Cleaners Ltd or any affiliated entity responsible for providing cleaning services.
"Cleaner" – Denotes the individual or business performing cleaning tasks on behalf of the Company.
"Client" – Represents the individual, organization, or business (including any related companies as outlined in the Companies Act 2006) receiving services from the Company.
"Service" – Refers to the cleaning tasks performed under the Company’s arrangement.
"Cleaning Appointment" – Indicates the Cleaner’s scheduled visit to the Client's premises to carry out the Service.
2. Agreement
2.1 These terms constitute a binding agreement between Malvern Cleaners Ltd and the Client.
2.2 By engaging the Company’s services—whether by phone, email, or online form submission—the Client confirms their acceptance of these terms.
2.3 Unless expressly agreed in writing by a director of the Company, these terms override any alternative terms proposed by the Client.
2.4 Amendments to these terms will only be valid if provided in writing and signed by an authorized representative of the Company.
2.5 The Company applies a minimum booking requirement of two hours per Cleaning Appointment.
3. Payment
3.1. Any cleaning services carried out by the Company at the Client’s request, whether routine or exceptional, will be charged accordingly. Work undertaken is assumed to have been approved by the Client, whether confirmed verbally or in writing, including via email or other documented correspondence.
3.2. Payments for invoices issued by the Company must be made within the payment terms specified on the invoice. Payment is accepted via our designated bank, HSBC.
3.3. Late payments may incur interest charges at a rate of 8% above the Bank of England base rate. The Company reserves the right to pause or withdraw services in the event of prolonged non-payment. Persistent delays may result in termination of service agreements.
3.4. Any reasonable expenses incurred while delivering services to the Client will be added to the invoice. These may include, but are not limited to, special cleaning equipment, transportation, or additional materials required to fulfil the service. Records of such expenses will be maintained and can be provided upon request.
3.5. Clients with a history of late payments may be required to prepay all future service fees.
3.6. The Company reserves the right to claim interest and recovery costs for late payments under the Late Payment of Commercial Debts (Interest) Act 1998, as amended. Compensation is based on the size of the outstanding debt, ranging from £40 to £100, and interest applies at the statutory rate.
3.7. All service fees are quoted in Pounds Sterling and are exclusive of VAT or other applicable taxes unless explicitly stated otherwise.
3.8. Invoices are generally issued after each cleaning session unless alternate terms are agreed upon in writing.
3.9. Payments must be made in full within 5 (five) working days of the invoice date. Failure to meet this deadline may result in suspension of further services.
3.10. The Company reviews its cleaning prices annually to account for changes in inflation, operating costs, or other reasonable factors.
3.11. Quotes provided by the Company remain valid for 21 (twenty-one) days from the date issued. After this period, the Company reserves the right to amend the quotation based on updated circumstances.
3.12. Additional work not included in the original service agreement will be quoted separately and added to the final invoice.
4. Equipment
4.1. Malvern Cleaners Ltd uses cleaning equipment and materials provided and stored on-site by the Client, whether for domestic or commercial premises.
4.2. The Client is responsible for ensuring that any equipment provided is safe to use, in good working order, and suitable for cleaning tasks.
4.3. If the equipment requires specific operating instructions, it is the Client’s responsibility to provide clear, written guidance to the Cleaner before use.
4.4. Malvern Cleaners Ltd does not accept liability for any damage or issues arising from the use of the Client’s equipment or materials during the cleaning process, as their use is agreed upon by the Client.
4.5. Malvern Cleaners Ltd will not be liable for any damage to any cleaning device (e.g., vacuum cleaner) that occurs during the cleaning process, as the day-to-day care and maintenance of such equipment is the responsibility of the Client.
5. Cancellation
5.1. The Client agrees to pay the full cost of a scheduled cleaning appointment if:
a) The Client cancels or requests a change to the date or time less than 24 hours before the scheduled appointment.
b) The Cleaner is unable to access the premises, preventing the cleaning from being carried out.
c) The keys provided by the Client fail to open all required locks without additional effort or expertise.
5.2. If the Client needs to reschedule a cleaning appointment, Malvern Cleaners Ltd will make every effort to accommodate the request. However, a minimum of 24 hours' notice is required. Please note that the availability of the same Cleaner for a rescheduled appointment cannot be guaranteed, and any changes will depend on scheduling availability.
6. Termination
6.1. The Client may terminate this agreement by providing one month’s written notice unless otherwise specified in writing.
6.2. If the Client fails to provide the required notice, Malvern Cleaners Ltd reserves the right to charge a cancellation fee equivalent to one month’s service.
6.3. Prior to termination, the Client must inform Malvern Cleaners Ltd of any arrangements involving an incoming cleaning provider to ensure a smooth transition, where applicable. This includes a reason for the cancellation, the conformation of the incoming company that is taking on the work and their key contact at company (individual’s name and website of company), and the requirement for the client to fill in a post-cleaning questionnaire in good faith so we can improve our services over time.
7. Claims
7.1. Malvern Cleaners Ltd holds public liability insurance up to £5,000,000. All claims are subject to an excess of £100, which is payable by the Client.
7.2. The Client must report any issues or damages on the same day the cleaning service was performed. For cleaning carried out over a weekend, any claims must be reported by 5:00 PM on the following Monday to be considered valid. Malvern Cleaners Ltd requires access to the premises within 24 hours to address any claims. Failure to provide access within this timeframe will void the claim.
7.3. Malvern Cleaners Ltd cannot be held responsible for damages to items of sentimental or monetary value that have not been stored away or explicitly excluded from cleaning. The Client is advised to secure such items prior to the Cleaner’s visit.
7.4. The Company is not liable for damages resulting from faulty or improperly installed items. All surfaces, including but not limited to marble and granite, are assumed to be appropriately sealed and safe for cleaning unless advised otherwise by the Client.
7.5. In the unlikely event that keys are lost by a Cleaner, Malvern Cleaners Ltd will cover locksmith or replacement fees up to a maximum liability of £20 per location.
7.6. Any attempts to commit insurance fraud or provide false information to obtain compensation will result in legal action and prosecution. The Company reserves the right to recover legal fees and pursue monetary compensation in such cases.
8. Complaints
8.1. Malvern Cleaners Ltd values Client feedback and takes all complaints seriously. If you are dissatisfied with any part of our service, please notify us promptly so we can address the issue. Your satisfaction is important to us, and we strive to ensure our work meets your expectations.
8.2. If you notice any issues during the cleaning process, please inform us immediately rather than waiting until the service has been completed. This allows us to rectify any concerns in real-time.
8.3. Once the cleaning has been completed and inspected by the Client with no complaints raised, Malvern Cleaners Ltd considers the service to have been performed satisfactorily. Any subsequent disputes will not alter this assessment.
8.4. Malvern Cleaners Ltd does not recognize third-party opinions, such as those from landlords or letting agencies, as grounds for contesting the quality of work performed. All evaluations must be made directly by the Client at the time of service completion.
9. Liability
9.1. Malvern Cleaners Ltd is not liable for any loss, expense, damage, delay, costs, or compensation (whether direct, indirect, or consequential) arising from or connected to the late arrival of cleaning staff at the Client’s premises. While we strive to be punctual, delays may occasionally occur due to transport or other issues beyond our control. In such cases, cleaning appointments may be rescheduled as necessary.
9.2. Malvern Cleaners Ltd is not liable for any loss, expense, damage, delay, costs, or compensation (whether direct, indirect, or consequential) in connection with:
a) The cleaning not being completed due to the absence of necessary utilities such as hot water or electricity.
b) The presence or interference of a third party on the premises during the cleaning, which voids any claims related to the service.
9.3. Malvern Cleaners Ltd will not be held responsible for:
a) Pre-existing damage to the Client’s property, such as permanent stains, burns, or spillages, that cannot be fully removed by the cleaning staff.
b) Minor damages valued at £100 or less.
9.4. Malvern Cleaners Ltd cannot be held liable for any damage or issues that occur at the property after the cleaning team has vacated the premises.
10. Client Responsibilities and Liabilities
10.1 Animals: The Client must inform Malvern Cleaners Ltd in advance of any animals or pets present on the premises. Cleaners will not be left alone with animals unfamiliar to them, as this poses a safety risk.
10.2 Animal-Related Incidents: Any injury or harm caused to a Cleaner by an animal on the premises must be covered by the Client's home insurance. Additionally, any lost workdays resulting from such incidents will be covered by the clients, payable directly to the affected Cleaner. A fee of £500 to the cleaner will also be required.
10.3 Tidiness of Premises: The Client is responsible for ensuring that the property is tidy and free of hazards before the cleaning session. Malvern Cleaners Ltd cannot be held liable for damage to items caused by untidy conditions (e.g., tripping over loose cables or clutter).
10.4 Equipment and Utilities: The Client is responsible for the upkeep and safety of equipment and the proper functioning of utilities, such as electricity and water, on the premises. Malvern Cleaners Ltd accepts no liability for incidents resulting from faulty or unsafe equipment or utilities.
10.5 Health and Illness: The Client must notify Malvern Cleaners Ltd in advance if any occupants of the premises are experiencing an infectious illness or symptoms that could pose a health risk to cleaning staff or agents. This allows the Company to take appropriate precautions or reschedule the appointment as necessary. Failure to provide such notice may result in the appointment being terminated, and the Client may still be liable for the cost of the session.
11. Supplementary Terms
11.1. If the Client requests that keys be collected from a third party address by Malvern Cleaners Ltd staff, a £15 charge will apply for the collection. An additional £15 charge will apply if the keys need to be returned to the third party or another address.
11.2. Malvern Cleaners Ltd reserves the right to review and adjust rates if the Client’s original list of tasks changes or expands beyond the initial scope.
11.3. The Company may amend initial quotations if the Client’s requirements change after the quotation is provided.
11.4. Time estimates provided by Malvern Cleaners Ltd for completing cleaning tasks are approximate and based on the average time required for similar properties. The actual time needed may vary, and flexibility is required. One-off cleans may take significantly longer than regular maintenance cleans due to factors such as extended intervals between cleaning sessions or the scope of required tasks.
11.5. The Client acknowledges that quoted prices may vary based on the condition of the property, room sizes, and other relevant factors.
11.6. If the Client’s regular Cleaner is unavailable, Malvern Cleaners Ltd will endeavour to arrange a replacement and inform the Client prior to the scheduled visit. This is not always possible to do however, and the Client should understand that on some occasions cleaning will have to be rescheduled.
11.7. Post-construction cleaning, event cleaning, or cleaning of neglected properties may require up to four times longer than standard maintenance cleaning. Malvern Cleaners Ltd recommends booking specialist services, such as Builders Cleaning or Event Cleaning, for these scenarios.
11.8. Cleaners are not permitted to hand wash clothing items. Washing machines must be used for such tasks.
11.9. The Client must secure or remove all fragile and breakable items to prevent accidental damage during cleaning.
11.10. Malvern Cleaners Ltd reserves the right to make reasonable amendments to these Terms and Conditions with prior agreement from the Client.
12. Non-Solicitation and Protection of Business
12.1. The Client agrees not to directly engage or employ any current or former Malvern Cleaners Ltd staff, agents, or subcontractors for a period of six (6) months following the conclusion of their professional relationship with Malvern Cleaners Ltd, unless expressly agreed in writing by the Company.
12.2. If the Client breaches this clause by directly engaging or employing Malvern Cleaners Ltd staff, agents, or subcontractors, they agree to pay the Company a referral fee equivalent to six (6) months of the staff member’s gross earnings or £1,850, whichever is greater.
12.3. Malvern Cleaners Ltd staff, agents, and subcontractors are prohibited from initiating or accepting any direct arrangements with the Company’s clients for a period of six (6) months after leaving the Company. Breach of this agreement may result in legal action.
12.4. The Client acknowledges that all relationships established through Malvern Cleaners Ltd remain the property of the Company. Any attempt to circumvent this agreement or induce staff, agents, or subcontractors to terminate their relationship with Malvern Cleaners Ltd will be considered a breach of contract.
12.5. These terms are designed to protect the mutual interests of Malvern Cleaners Ltd, its clients, and its staff, ensuring fair business practices and continuity of service.