terms & conditions

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Terms & Conditions

1. Definitions

“The Company ” – means Therby Care Solutions Ltd and/or any

representative trading under Therby Care Solutions Ltd.

“Cleaner/carer” – means the person or firm carrying out cleaning/care

services on behalf of the Company.

“Client” – means the person, firm or corporate body together with any

subsidiary or associated company as defined by the Companies Act 1985

to whom the cleaning services are supplied by the Company.

“Service” – means the cleaning/care services carried out on behalf of the

Company.

“Cleaning/ Care visit” – means the visit to the Client’s service address by

the Cleaner/carer in order to carry out the Service.

2. Contract

2.1. These Terms and Conditions represent a contract between Therby

Care Solutions Ltd and The Client.

2.2. The Client agrees that any use of The Company ’s services, including

placing an order for services by telephone, email or website forms shall

constitute the Client’s acceptance of these Terms and Conditions.

2.3. Unless otherwise agreed in writing these Terms and Conditions shall

prevail over any other terms of business or purchase conditions put forward

by The Client.

2.4. No variation or alteration of these Terms and Conditions shall be valid

unless approved in writing by a director of the Company.

2.5. The Company operates a minimum charge of £50 per cleaning/care

visit.

3. Payment

3.1. All work carried out by The Company at your request, whether

experimental or otherwise will be charged accordingly. Any work

undertaken by The Company on behalf of The Client is carried out on the

basis that The Client has fully approved such work whether or not we have

received an official order providing there is evidence of written or verbal

confirmation to proceed, including letter, text or email correspondence

between the parties.

3.2. Payments of fees rendered by invoice are due within the dates stated

on the invoice via Natwest, our appointed Bank.

3.3. Interest may be applied to any overdue accounts at a rate of 8.5%.

Where payment has not been received we reserve the right to withhold

services, documents and information, and have the right to cease to work

on your account, and to terminate the engagement if payments are unduly

delayed.

3.4. Any expenses incurred whilst working on your behalf will be charged

and appropriate records will be kept and will be available for inspection

upon request. Such expenses may include the use of meeting rooms and

other facilities, internal printing, courier charges etc.

3.5. Consistent late payment will incur a 20% pre-payment for all future

work.

3.6. We have a statutory right to interest and compensation for debt

recovery costs under the late payment legislation if not paid according to

agreed credit terms. The Late Payment of Commercial Debt (Interest) Act

(1988) states that for debts of less than £1000, the penalty is £40, rising to

£70 for debts up to £9,999.99 and £100 above that. Interest is payable at

the above rate in section 4.4. The penalties and interest now apply to all

businesses regardless of size.

3.7. Unless otherwise expressly stated, all prices shall be in Pounds

Sterling and shall be exclusive of VAT and other duties.

3.8. We shall invoice weekly or at the end of a project dependent on the

agreed terms.

3.9. All prices are Net and no settlement discount is allowed. All accounts

are payable no later than 7 (Seven) days from date or invoice unless

otherwise agreed by The Company in writing. Note that the payment terms

are required whether you have signed off on the copy or not.

3.10. After the 7 day payment period has passed all further work for The

Client will cease.

3.11. All quotations offered by us are deemed valid for a period of 30

(Thirty) days, after which time we reserve the right to revise the said

quotation.

3.12. We provide services on a one-off and retainer basis.

3.13. Any additional work requested that isn’t covered in the original brief

will be quoted separately and added to the original invoice. One month’s

notice is required to discontinue the service.

3.14. All Cleaning service prices are reviewed each year and adjusted in

line with inflation, minimum wage increases or any reasonable

circumstances.

4. Equipment

4.1. Cleaning materials are provided by the Company. If you require us to

use your solutions or equipment they must be safe to use/operate, in full

working order and must not require any special skills to be used for the

purpose of cleaning.

4.2. If the Client has equipment that is complicated to operate, the Client

must provide clear and detailed instructions to the Cleaner.

4.3. 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.

5. Checklists

5.1. We shall provide the client a checklist on request or ask all clients to

leave a list of priorities for the cleaner. This means that the cleaner can tick

off top to bottom what they are able to do within the allotted time.

6. Refunds

6.1. No refund claims will be given once the cleaning service has been

carried out. If for any reason the Client is dissatisfied with any aspect they

must notify the Company within 24 hours and this will be rectified.

6.2. Refund will be issued only if the Client has cancelled a cleaning visit

within the allowed time (24 hours) prior to the start of the cleaning session

and a payment has been already received by the Company .

6.3. Refund will be issued if a Cleaner does not attend a cleaning visit,

payment for which has been already received by the Company .

7. Cancellation

7.1. The Client agrees to pay the full price of the cleaning visit, if: a) The

Client cancels or changes the date/time less than 24 hours prior to the

scheduled appointment; b) The Client fails to provide access to the service

premises thus preventing the Company to carry out the booked work; c)

There is a problem with the Client’s keys and the Cleaner cannot let

themselves in. If keys are provided they must open all locks without any

special efforts or skills.

7.2. If the Client needs to change a cleaning day or time the Company will

do its best to accommodate them. A minimum of 24 hours notice is

required.

Please note that the Company cannot guarantee that the same operative

will be available on the new day and at the time the Client requires. Any

changes in the cleaning schedule are subject to availability .

7.3. The Company ’s cleaning operatives work on any day of the week

including Bank Holidays. If the Client’s cleaning visit is due on a Bank

Holiday and she/he hasn’t called or e-mailed the Company to cancel the

visit 24 hours prior to the start of the cleaning session, the Client agrees to

and understands that the regular amount due for that cleaning visit will be

charged regardless of whether the cleaning operative has cleaned the

Client’s property or not.

8. Termination

8.1. The Client may terminate this contract by giving 30 days prior notice in

writing once the initial contracted term (12 months) has ended.

8.2. If The Client wishes to terminate the contract within the initial

contracted term (12 months), The Client must pay the outstanding balance

for the remainder of the contract.

8.3. The Client agrees to pay a cancellation fee equivalent to 30 days

service if: 1) No notice is given; 2) The Client provides a termination of

notice less than 30 days

8.4. Prior to termination of the Contract, the Client is obliged to provide

details of any incoming contractor for the purposes of compliance with the

Transfer of Undertaking (Protection of Employment) Regulations 2006

9. Claims

9.1. The Company’s public liability insurance will cover damages caused by

a cleaning operative working on behalf of the Company up to

£2,000,000.00. In order to keep our prices competitive all claims are

subject to an excess of £200.00 pay able by the client.

9.2. The Client agrees that due to the nature of the service the Company

guarantees only to correct any problems reported within 24 hours. If a

problem occurs on a Saturday it must be reported by Monday 12:00 in

order to be accepted as a valid claim. Failure to do so will entitle the Client

to nothing. The Company may require entry to the location of the claim

within 24 hours to correct the problem. Any refunds or adjustments must be

requested to the Company directly and subject to approval by the

Company.

9.3. The Client waives his right to stop payment on his cheque unless the

Company fails to make good on the guarantee shown in part 15.

9.4. While the Cleaners make every effort not to break items, accidents do

happen. Identical replacement is always attempted but not guaranteed. For

this specific reason, the Company requests all irreplaceable items (whether

monetarily or sentimentally valuable) be stored away and /or not cleaned

by the cleaning operatives.

9.5. In case of damage, The Company will repair the item at its cost. If the

item cannot be repaired the Company will rectify the problem by crediting

the customer with the item’s present actual cash value toward a like

replacement from a Company’s source upon payment of cleaning services

rendered.

9.6. The Company shall not be responsible for damage due to faulty and/or

improper installation of any item. All surfaces (i.e., marble, granite, etc.) are

assumed sealed and ready to clean without causing harm.

9.7. Any attempt to commit insurance fraud or any use of false information

to commit any type of fraud will be prosecuted to the fullest extent of the

law together by the Company and the Insurance Provider(s). Monetary

compensation as well as legal fees may incur.

9.8. Key replacement/locksmith fees are paid only if keys are lost by our

operatives. There is a £30 per location liability limit.

10. Complaints

10.1. All complaints are taken seriously. If you are not happy with any

aspect of our service please call us as soon as possible and give us the

chance to rectify it. Your custom is very important to us and we want you to

be happy.

10.2. If the Client is dissatisfied with a currently occurring service, The

Company asks that The Client notifies us as soon as they notice anything

that might be to their dislike by calling 07305 164 577. Please do not wait

until the service is ending.

11. Liability

11.1. The Company shall not be liable under any circumstances for any

loss, expense, damage, delay, costs or compensation (whether direct,

indirect or consequential) which may be suffered or incurred by the Client

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

operatives may arrive with a delay or the cleaning visit may be re-

scheduled.

11.2. The Company shall not be liable under any circumstances for any

loss, expense, damage, delay , costs or compensation (whether direct,

indirect or consequential) which may be suffered or incurred by the Client

arising from or in any way connected with – 1. A cleaning job not complete

due to the lack of hot water or electricity 2. Third party entering or present

at the Client’s premises during the cleaning process; 3. Any existing

damage to Client’s property in the form of old stains/burns/spillages etc

which cannot be cleaned/removed completely by the cleaning operative.

Any damages worth £100.00 or less.

12. Supplementary Terms

12.1. If the Client requests keys to be collected by the Company’s

operatives from a third party ’s address then a £5.00 charge will apply . The

charge will cover only the pick up of keys. If said keys need to be returned

back to the third party ’s address or any other address additional charge of

£5.00 will apply.

12.2. The Company , reserves the right to re-evaluate rates at any time

should the Client’s initial list of tasks changes.

12.3. The Company reserves the right to amend the initial quotation, should

the Client’s original requirements change.

12.4. If any estimates of how long it will take the cleaning operatives to

complete the job are being provided those are only estimates based on the

average time it takes to clean a home or an office of similar size to the

Client’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 cleans 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.

12.5. The Client understands that the price s/he has been quoted may vary

according to condition of property and room sizes etc.

12.6. The Company shall endeavour to arrange a replacement cleaner if

your regular cleaner cannot attend a scheduled visit, and will inform the

Client prior to the visit.

12.7. Post Construction Cleaning (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 Client to ask for our specialist cleaning services: Builders

Cleaning or Event Cleaning.

12.8. The cleaning operatives are not allowed to hand wash any items of

clothing belonging to the Client. The Company advises that our operatives

can only use a washing machine for such tasks.

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

12.10. The Company reserves the right to make reasonable changes to the

Terms and Conditions in agreement with the other party.

13. Our Guarantee

13.1. The Company has built its business and reputation by providing its

clients with the best possible cleaning service available. Still, the Company

realises, that because its operatives are human beings, they sometimes

make mistakes. For this reason, the Company offers a Guarantee. If the

Client is not satisfied with any areas that have been cleaned, the

Company’s operative will come back to the Client’s premises and re-clean

those areas free of charge.

Please note that this guarantee will not apply if the condition of the

premises has deteriorated since the original cleaning was undertaken.