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The Good Homecare Co.

Terms Of Business

1. Quotations

  • Domestic carpet cleaning is charged per room. A full list of charges are available upon request. Commercial carpet cleaning is charged per square metre. The Good Cleaning Company reserve the right to review and amend pricing where appropriate. 
  • Upholstery cleaning is charged per item. Upholstery cleaning includes the main cushions, armrests and back cushions. The back and sides of armchairs or sofas are excluded from the price. 
  • Quotations will require a visit to the premises to determine carpet type, fabric type, upholstery types, any present stains, pre-existing conditions and levels of soilage. 
  • The client must provide their full name, address including postcode and contact number to confirm a booking. We reserve the right to cancel any cleaning service if we do not receive this information.
  • Approximate times are provided to carry out carpet and/ or upholstery cleaning.
  • All phone quotations may be subject to a survey and an inspection on arrival prior to commencing work. 
  • Any tasks which are not stated on the original quotation will be subject to further charges and the cost to be agreed prior to commencing the clean.
  • We reserve the right to amend the initial quotation, should the Client’s original requirements change.

2. Carpet & Upholstery Cleaning

  • Carpet & upholstery cleaning is subject to a £50 minimum charge (unless oven cleaning services are being provided at the same time). 
  • The client understands that parking must be available at the property to allow the work to commence.
  • Carpet & upholstery cleaning prices exclude non water-based stain removal.
  • Non water-based stain removal prices start from £20.
  • Any Stain protection treatment has a 6-month guarantee after application.
  • All persons, including children & pets must remain out of the room(s) during the cleaning process.
  • All persons, including children & pets must remain out of any room(s) that have been treated with solvent stain removers, or the application of stain protection until the area(s) are completely dry. 
  • We reserve the right not to continue with the job if it is found that the material to be cleaned or treated is not suitable for wet-cleaning or treatment. 
  • Access to hot water, electricity, and waste drainage is required at all times. 
  • Central heating should be turned on where possible during cold periods of the year to speed up the drying times. 
  • All carpets & upholstery will require different drying times, depending on the airflow, temperature and the carpet type, or fabric type. We will always give recommendations to the client regarding appropriate drying times. 
  • All window(s) need to be open where possible to increase airflow to reduce condensation. 
  • A minimum of one window must be opened at all times in an unoccupied property, as this will increase the airflow and speed up the drying times. If for security reasons this cannot be done, then we reserve the right not to carry out any recovery cleaning due to any musty odours, or any other issues that may arise after the cleaning process.
  • No furniture or anything else should be placed on a carpet which has not completely dried. 
  • Fabric upholstery cushions should not be replaced on either armchairs or sofas until completely dry. Natural fibre carpets and rugs eg: Coir, jute, sisal, sea grass etc require dry cleaning 
  • Persian rugs & some other rug types will require specialist cleaning as they contain natural fibres including silk and are extremely delicate. 
  • We do not clean raw, unfinished, buffalo hide or leather
  • Viscose, velvet, rayon & velour upholstered chairs and sofas require dry cleaning only.

3. Stain removal

  • We are unable to guarantee the full removal of any stain. Where possible, we will ascertain the type and age of the stain, along with previous removal treatments used. 
  • Using off the shelf stain removers and other products can cause permanent staining, bleaching of fibres and/ or damage, particularly on wool and wool-mix carpets. We will give our best advice and communicate this to you before any cleaning takes place.
  • Any additional stains such as vomit, blood or any other biohazards will incur an additional charge at £50 per hour 
  • We cannot guarantee that odours will not be re-activated from old spillages and stains etc. 
  • We cannot guarantee the entire removal of Urine or odour but will endeavour to minimise as much as possible.
  • We cannot guarantee that there won’t be any ‘wick-back’ from previously treated stains after the areas have dried.
  • Permanent stains can never be removed.

4. Payments 

  • Payment is required upon completion of the job by card or bank transfer. 
  • We do not accept cheque payments.
  • For any work that remains unpaid after 30 days, we reserve the right to charge a £50 administrative fee, plus any solicitors’ fees, in addition to the balance due, and the unpaid amount will be referred to a collections agency for recovery.
  • For any unoccupied property, we require full payment for any carpet and/ or upholstery cleaning services up front. Payment must be received in full in no less than 48 hours before any cleaning services are carried out. Payment can be made by card or bank transfer on receipt of the cleaning quotation. We reserve the right not to carry out any cleaning services if no payment has been made less than 48 hours before the scheduled clean.

5. Complaints & Claims

  • The client or his/ her representative must be present during the cleaning process. The client or their representative can carry out an inspection after the cleaning process and inform us if there are any corrections or extra cleaning to be carried out.
  • All complaints must be reported on completion of the cleaning process, or within the 24-hour period after the cleaning has taken place. Should the client need to report a complaint within the 24-hour period following the clean, they should call the office on 01276 479 752. We reserve the right not to carry out any recovery cleaning, once a complaint has been received after the 24-hour period has passed. 
  • We reserve the right to take pictures before and after any cleaning work that is carried out by us. The pictures will be used for the quality of cleaning work, for the client’s reference or for the use in an event of a complaint or claim.
  • Any corrections or extra cleaning reported within the 24-hour period, will be completed as soon as practically possible after the date of the original clean. 
  • 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. We will not accept a complaint based on an Inventory check report, filed more than 24 hours after the cleaning session. 
  • Complaints are accepted verbally over the phone and in writing.
  • Any items considered to be fragile, highly breakable or of sentimental value, must be removed by the client before the clean. 
  • It is the responsibility of the client to remove any small items of furniture or general items from the room/s before any cleaning takes place. We will then clean around the remaining furniture.
  • Should the client wish to have the entire room emptied, this can be privately arranged before the clean or the client may pay an additional fee for us to remove the furniture on their behalf.  We reserve the right not to move any items or furniture.
  • In case of damage, we will repair the item(s) at its cost. If the item(s) cannot be repaired, we will rectify the problem by crediting the client with the item(s) present actual cash value or replace with a like-for-like replacement upon receipt of payment of cleaning services provided.
  • The client accepts & understands that poor service, breakage or damage, must be reported within 24 hours from the date of the clean. Failure to do so will entitle the client to no refunds or any recovery cleaning.
  • If the client is not completely satisfied with the outcome of the cleaning job, we will re-clean any areas and items to the client’s satisfaction. The client must allow us to return as soon as practically possible to carry out the remedial works and must be present during the recovery clean. A signature will be required upon completion of the cleaning services.

6.Liability

The Good Cleaning Company will not be liable for:

  • Shrinkage of the carpet as a result of poor fitting.
  • Damage to carpet tiles as a result of, but not limited to, a lack of adhesive and/ or poor fitting. 
  • Carpets expanding or ripples forming during and/ or after the cleaning when this is as a result of factors such as fibre content, wear and tear, weak backing, and/ or poor fitting.
  • Any damage caused by furniture, wooden or metal feet, causing staining on a carpet after cleaning. It is the client’s responsibility to ensure the carpet(s) are fully dry and there is sufficient protection between the carpets/ or upholstery and the furniture in place after cleaning. 
  • Any existing damage, stains, sun bleaching, burns, spillages, marks or odours etc. 
  • Cleaning not completed due to the lack of hot water or power.
  • Wear and Tear will not be reversed by the cleaning process and will sometimes be more visible afterwards. We will use our best efforts to provide an extremely good result, but clients are asked to be aware of these limitations which are common in all cleaning operations. 
  • Should we be unable to attend your premises to carry out the clean due to breakdown of vehicle or equipment, or any other emergency.
  • If for whatever reason we need to cancel a booking, then the booking will be rescheduled at the earliest opportunity.
  • Third party entering or present (pets, children, etc) at the client’s premises during the cleaning process, causing re-soiling, damage, accidents, etc. 
  • The client is responsible for ensuring there are sufficient power sockets available for us to utilise equipment throughout the clean. We accept no liability for any loss due to fridge and or freezers, WIFI or any other electrical appliance or device that have been unplugged to access electricity. It is advised that the client checks the electrical appliances are plugged back in once we have finished the cleaning service.

7. Cancellation

  • The client can cancel or reschedule the cleaning service by giving us a minimum of 48 hours’ notice.
  • We reserve the right to refuse any cleaning job if the condition of the property is hazardous to the health and well-being of our technicians.
  • We reserve the right to cancel or reschedule a service in cases where an accident or any unexpected circumstances have befallen the assigned cleaner or cleaning team.
  • If the client needs to leave the address before the completion of cleaning, then the full quoted price will be payable, or the remainder of the cleaning to be rescheduled at a later date. Any cleaning services that have already been carried out will become immediately payable. 

8. Insurance

  • We are fully insured for all work that we undertake and hold Public & Product Liability and Employers Liability insurances. Claims can only be made upon payment of any cleaning work that has taken place and received by The Good Cleaning Company in full.
  • These terms and conditions shall be governed by the relevant United Kingdom law. We reserve the right to make any changes to any part of these terms and conditions without giving any prior notice.