At Proud to Clean, we feel it is important to offer clarity to our customers.

Below you can read our terms and conditions that apply when you book our professional cleaning services in Rutland.

By Accepting a quote and making a booking either over the phone, e-mail or website's contact forms, the customer agrees to be bound by the following terms and conditions of Proud to Clean.

Proud to Clean

Terms and Conditions

1: Definitions

1.1. In these Terms of Business the following definitions apply:

“The Company”, “Us”, “We” – means

Chelsey Hubbard T/A Proud to Clean

“Cleaner” – means the person providing cleaning services on behalf of the Company.

“Customer” – means the person or corporate body together with any subsidiary or associated company as defined by the Companies Act 2006 to whom the cleaning services are provided by the Company.

“Services” – means the cleaning services carried out on behalf of the Company.

“Cleaning Visit” – means the visit to the Customer’s address by the Cleaner in order to carry out the Service.

1.2. Unless the context requires otherwise, reference to the singular include the plural and references to the masculine include the feminine and vice versa.

1.3. The Headings contained in these Terms are for convenience only and do not affect their interpretations.

2: CONTRACT

2.1 These Terms and Conditions represent a contract between Proud to Clean and the Customer.

2.2 The Customer agrees that any use of the Company’s services, including placing an order for cleaning services by telephone, live chat, email, website forms shall constitute the Customer’s acceptance of these Terms and Conditions.

2.3 Unless otherwise agreed in writing by a director of the Company, these Terms and Conditions will prevail over any other terms of business or purchase conditions put forward by the Customer.

2.4 No variation or alteration of these Terms and Conditions will be valid unless approved in writing by a director of the Company.

2.5 Proud to Clean may take photos and videos of cleaning work completed for use on websites, social media and other marketing and internal documentation. Should the customer wish to opt out of this, a written email must be submitted to Proud to Clean (enquiries@proudtoclean.org)

3: COST

3.1 Customers, who have (or have not) signed a service contract with the Company, are charged £18.00 per hour, per colleague, for any Ironing Services. There are no minimum hours required per booking for Ironing  Services.

3.2. Customers, who have (or have not) signed a service contract with the Company, are charged £24.00 per hour, per colleague, for a Regular Domestic Cleaning. There is a minimum booking of 3 hours per cleaning visit.

3.3. Customers, who have (or have not) signed a service contract with the Company, are charged £30.00 per hour, per colleague, for Deep Cleaning/Spring Cleaning (also includes end of tenancy cleaning). There is a minimum booking of 3 hours per cleaning visit.

3.4. Customers, who have (or have not) signed a service contract with the Company, are charged £27.00 per hour, per colleague for any Commercial Cleaning Service, this includes holiday let/air bnb cleans. There are no minimum hours required per booking for Commercial Cleaning.

3.5. Customers, who have (or have not) signed a service contract with the Company, are charged £20.00 per hour, per colleague, for any Garden Maintenance Service. 

3.6. Any work carried out by Proud to Clean that occurs on a Public Bank Holiday or a weekend (Saturday/Sunday) will be charged at £45.00 per hour, per colleague. Please note this also applies for any work conducted outside of our usual working hours (Monday - Friday 9AM - 7PM).

3.7. Customers, who have (or have not) signed a service contract with the Company, are charged a Carpet Cleaning price based on the size of the property. This price includes the machine and products used and isn't inclusive of the operative's time. 

4: EQUIPMENT

4.1. Cleaning materials and equipment (hoover, cloths, cleaning products, mops etc.) are provided by the Company. All equipment must be safe to operate and in full working condition.

4.2. A detailed list of cleaning requirements (cleaning tasks) must be provided by the Customer to the cleaning operatives prior to service commencing. If only verbal description of the tasks has been provided, the Company will not be responsible for any tasks not carried out.

5: PAYMENT

5.1: Payment is requested on completion on the day of the cleaning session.

5.2: Payment can be made in cash, bank transfer/standing order on completion of the service

5.3: Although greatly appreciated and a powerful way to say ‘Thank you’, the Customer understands that tipping is not required.

5.4: 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.

5.5: The Company reserves the right to cancel any contract and back charge additional for a past service to reflect the balance of the standard rate if any misleading or false information was used to obtain discounted service or if the given general requirements for the service and its professional performance would not be possible.

6: REFUNDS

6.1: No refund claims will be entertained once the cleaning services have been carried out.

6.2: Refund will be issued only if the Customer has cancelled a cleaning service within 48 hours prior to the start of the cleaning session and a payment has been already taken by the Company.

6.3: Refund will be issued in case if a cleaning operative doesn’t attend a cleaning service, payment for which has been already collected by the Company.

7: CANCELLATION

REGULAR DOMESTIC CLEANING

7.1: If the Customer is provided with a regular cleaning slot, the company reserves the right to be able to move or amend the slot requested by the customer.

7.2: Customer agrees to pay the full price of a cleaning visit if the customer cancels or changes the date/time less than 48 hours prior to the scheduled appointment.

7.3: Customer agrees to pay the full price of the cleaning visit in the event of a lock-out causing our cleaners to being turned away; no one home to let them in; or problem with customer's keys.

7.4: Customer may terminate the cleaning service by giving 4 weeks (28 days) advanced notice in writing and specifying the last cleaning date and give reason.

7.5: For weekly regular customers - we will allow a maximum of 8 cancelled cleans per annum (1st January - 31st December)

7.6: For bi-weekly regular customers - we will allow a maximum of 4 cancelled cleans per annum (1st January - 31st December)

END OF TENANCY CLEANING/ SPRING CLEANING / AFTER PARTY CLEAN/COMMERCIAL CLEANING.

7.5: 48 hours notice is required if customer should either decide to cancel or re-schedule a cleaning appointment.

AFTER BUILDERS CLEANING:

7.6: 48 hours notice is required if customer should either decide to cancel or re-schedule a cleaning appointment.

ONE OFF GENERAL CLEANING:

7.7: 48 hours notice is required if customer should either decide to cancel or re-schedule a cleaning appointment.

7.8. The Customer agrees to pay the full price of the cleaning service, if:

a) The Customer cancels or changes the time/date less than 48 hours prior to the scheduled appointment; b) The Customer fails to provide access to the service premises thus preventing the Company to carry out the booked cleaning visit;

c) There is a problem with the Customer’s keys and the cleaning operatives can’t let themselves in. If keys are provided they must open all locks without any special skills.

2. If the Customer needs to change the cleaning service or time the Company will do its best to accommodate him. A minimum of 48 hours notice is required. Please note that the Company cannot guarantee that the same cleaner/s will be available on the new day and at the time the Customer requires. Any changes in the cleaning schedule are subject to availability.

8.3. Proud to Clean works on any day of the week including Bank Holidays (except for Christmas Day). If the Customer’s cleaning service is due on a Bank Holiday and he hasn’t called or e-mailed the Company to cancel the visit 48 hours prior to the start of the cleaning session, the Customer agrees to and understands that the regular amount due for that cleaning service will be charged regardless of whether the cleaning operative has cleaned the Customer’s property or not.

8: EMPLOYMENT REFERRAL FEE

8.1: The Customer is liable for an employment referral fee of £500.00 per person, should he directly employ (either legally or on a cash basis) anyone currently employed by the Company. The Customer agrees to pay this fee whether he notifies the Company of his action or the Company discovers this employment independently at any time after it occurs.

8.2: The Customer further agrees to reimburse the Company for any and all collection or legal fees the Company incurs in collecting this fee.

9: CLAIMS

9.1: Proud to Clean may require the presence of the customer or his/hers representative in the beginning and at the end of the cleaning session as an inspection can be carried out and if any corrections, should be made on the same day.

9.2: If the customer 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.

9.3: Proud to Clean may take up to 7 working days to respond to a complaint.

9.4: Proud to Clean will not accept a complaint based on an Inventory check report, filed more than 24-hour after the cleaning session.

9.5: Complaints are accepted verbally over the phone and in writing (letter, email or fax). Complaints must be reported on completion or in the following 24-hour.

9.6: All fragile and highly breakable items must be secured or removed. Items excluded from liability are: cash, jewellery, items of sentimental value (the customer will be credited with the items present cash value), art and antiques.

9.7: Key replacement/locksmith fees are paid only if keys are lost by our operatives. There is a £30 per household liability limit.

9.8: Proud to Clean agrees to keep all customers' information confidential.

9.9: In case of damage Proud to Clean will repair the item at its cost. If the item cannot be repaired Proud to Clean will rectify the problem by crediting the customer with the item's present actual cash value toward a like replacement from a Proud to Clean source upon payment of cleaning services rendered.

9.10: The Company will not be responsible for damage due to faulty and/or improper installation of any items also old/worn out/damaged items. All surfaces (i.e., marble, granite, etc.) are assumed sealed and ready to clean without causing harm.

9.11: Key replacement fee is paid only if keys are lost by our operatives. There is a £25 per location liability limit.

COMPLAINTS

10.1: All complaints must be received in writing by text message or email and include photographic evidence of the issued area and description of the issue within reasonable time of cleaning services completion, to ensure that the details are received in a clear and complete manner. Due to the nature of the service, reasonable time is equal to up to 48 hours upon completion of the service.

10.2: If the Customer is unpleased with a currently occurring cleaning service, the Company asks that the Customer notifies it as soon as he notices anything that might be to his dislike by calling 07564527873. Please don’t wait until the service is ending.

10.3: Further to Consumer Rights Act 2015, the service should be performed with reasonable care and skills, however if it is in conformity with our requirements for a professional performance of the service or the requested cleaning service is inapposite for the situation, the company will not be liable for any future issues.

11: LIABILITY

11.1: The Company will not be liable under any circumstances for any loss, expenses, damages, delays, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Customer arising from or in any way connected with a late arrival of Company operatives at the service address. The Company endeavours to be right on time on any visit but sometimes due to transport related and other problems which are beyond the Company’s control, the Company operative’s may arrive with a delay or the cleaning visit may be re-scheduled.

11.2: The Company will not be liable under any circumstances for any loss, expenses, damages, delays, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Customer arising from or in any way connected with:

– A cleaning service not complete due to the lack of suitable/enough cleaning materials, lack of electricity or hot water or equipment not in full working condition;

– Third party entering or present at the Customer’s premises during the cleaning process;

-An existing damage to Customer’s property in the form of old stains, burns etc. which cannot be cleaned/removed completely by the cleaner using the Company’s cleaning equipment and materials and in accordance with the industry standard cleaning methods

– Any damages caused by faulty/not in full working condition equipment or materials supplied by the Customer;

– Any damages worth £50.00 or less.

11.3: The Company will not be liable under any circumstances for any loss, expenses, damages, delays, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Customer arising from or in any way connected with the Company providing services for the Customer if the Customer has an outstanding amount aged 14 days or more from the date the payment was due.

12: INSURANCE

12.1: Proud to Clean has Public liability insurance. The policy will cover any accidental damages caused by an operator working on behalf of Proud to Clean, reported within 24 hours of service date.

12.2: Proud to Clean reserves the right to refuse to share any of the confidential company's documents.

13: SUPPLEMENTARY TERMS

13.1: If the Customer requests keys to be collected by the Company’s operatives from a third party’s address outside the postal code of the serviced address then a £10.00 charge will apply. The charge will cover only the pick up of keys. If said keys need to be brought back to the third party’s address or any other address another charge of £5.00 will apply.

13.2: The Company, reserves the right to re-evaluate rates at any time should the Customer’s initial list of tasks changes.

13.3: Proud to Clean reserves the right to amend the initial quotation, should the Customer’s original requirements change. Differences in excess of 10% will be discussed with the Customer prior to the start of the work.

13.4: If any estimates of how long it will take the cleaning services to complete the job are being provided those are only estimates based on the average time it takes to clean a house/flat or an office of similar size to the Customer’s, it being difficult to calculate precisely how long such tasks may take and that a degree of flexibility may be required. Please note that one off cleaning may take longer to complete due to longer intervals between cleaning sessions, number and type of cleaning tasks required, when compared to the regular maintenance cleaning of the same property.

13.5: The Customer understands that the price he has been quoted is not for a “package deal” and doesn’t include anything apart from cleaning labour.

13.6: The Company will do its best to arrange an immediate replacement should an operative be unable to attend a scheduled visit, and will inform the Customer prior to the visit. The time and date may vary due to the last minute needed rearrangements.

13.7: Post Construction Cleaning (After Builders Cleaning), Event Cleaning or badly neglected homes may take up to three times longer than a well-maintained home requiring general cleaning. Therefore the Company advises the Customer to ask for our specialist cleaning service: Deep Cleaning Service

13.8: The cleaners are not allowed to hand wash any items of clothing belonging to the Customer. The Company advises that our cleaners can only use a washing machine for such tasks.

13.9: All fragile and highly breakable items must be secured or removed.

13.10: If any special inquiries for the cleaning service occurs, the customer should advise prior the start of the service. Any allergies or intolerances of the detergents or their content should be noted in advance.

13.11: Proud to Clean reserves the right to make any changes to any part of these Terms and Conditions without giving any prior notice. The Company may add to or alter these Terms and Conditions from time to time and any alterations or additions will apply to new business but not to existing contracts. It is the customers responsiblity to remain up to date with all Terms and Conditions at Proud to Clean at all times.

14: REFERRAL CREDIT

14.1. Any Customer of the Company will receive a one-time credit of £10.00 for referring another Customer. Credit will be issued after new Customer has been serviced 3 times.

15: LAW

15.1 These Terms are governed by the laws of England and Wales, and are subject to the exclusive jurisdiction of the Courts of England, and Wales.

15.2 These Terms and Conditions are in regulation of the Consumer Rights Act 2015 and are not in imbalance in the parties rights or obligations under the contract.

15.3 The Terms are transparent for the purposes and expressed in plain and intelligible language and are legible.

15.4 The Terms are prominent for the purposes of the section and brought in such a way that a consumer would be aware of them.