Terms & Conditions
This document contains the terms & conditions of the service we provide. Please take some time to review this agreement. Use of our cleaning services constitutes your acceptance of these terms and conditions. If you have any questions relating to this document please contact us.
Customer Service Agreement
These terms and conditions constitute the full and complete service agreement between you (the customer) and Harmony Clean of 8 Church House Close, Chudleigh Knighton, Newton Abbot, Devon, TQ13 0RD
1. Cleaning Services
Subject to the terms of this agreement, Harmony Clean agrees to provide cleaning services (the service) to the Customer at an address specified by the Customer (the premises)
The Service will be such cleaning duties as agreed with the Customer at the time of booking
Harmony Clean will provide one or more cleaners (the Cleaner) to attend the premises to provide the Service at the time and date mutually agreed between Harmony Clean and the Customer (the Service time)
Harmony Clean endeavours to provide the Service faithfully, diligently and in a timely and professional manner.
2. Additions and amendments
Any changes to the service to be provided must be agreed by Harmony Clean prior to the service time
If the Customer requires any additional services or variations at the time the service is being performed, the customer must contact Harmony Clean by telephone, who may agree to provide the additional services . The Cleaner is not authorised to agree to any changes to the Service being provided. The Customer must not request such changes directly from the Cleaner.
Customer representations and warranties
The Customer represents and warrants that:
Will provide a safe working environment at the premises for the Cleaner to perform the Service
The Cleaner will have unencumbered and unobstructed access to those area of the premises requiring the Service.
Will provide the Cleaner with access to those area of the Premises requiring the service.
Will provide the Cleaner with access to all services and utilities (including hot and cold water, electricity and rubbish bins) as required to provide the Service.
All cleaning equipment and materials provided by the customer are safe, have not been tampered with and are in full working order.
Will advice Harmony Clean prior to the commencement of the service of any hazards, slippery surfaces, risks of dangers, ingrained dirt, grease or grime at the premises.
It is authorised to use the premises and obtain the provision of service.
If the Customer requires the cleaner to clean behind or under any heavy items (e.g. a fridge, bookshelf or other furniture) that the item is moved prior to commencement of the Service.
4.Health and Safety Risks
In addition to the above, the customer acknowledges and agrees that
The Cleaner is entitled to undertake a job safety analysis before the commencement of any work to assess health and safety risk at the premises
The cleaner ,may, either before or during the provision of service not use or cease using any material or cleaning equipment provided by the customer if the cleaner thinks, in their discretion, that the use of such materials or cleaning equipment poses a risk to health & safety.
5. No engagement of cleaners
The customer acknowledges that Harmony Clean invest recourses in their Cleaners. Unless Harmony Clean gives prior written permission, the customer not directly or indirectly, engage, employ or contract with any cleaner to provide domestic services to the customer or any associate of the customer for any period during which services are provided by Harmony Clean or for a period within 12 months after conclusion of service.
The Customer acknowledges that Harmony Clean may suffer loss and damage, including with out limitation consequential loss, as a result as a breach of this clause
6. Job Quotations
The actual price payable by the Customer is calculated on the total number of hours worked by the Cleaner.
Any Price quoted by Harmony Clean is an estimate only, with out inspection, and based on the information provided by the Customer. Subject to this clause quotes are valid for a period of 30 days from the date of the quote.
If at the commencement or during the course of providing the service, it is apparent that the actual cost of the service will exceed the quote provided by Harmony Clean. Harmony Clean will provide the Customer with the option to pay the increased fee to complete the service or pay the quoted amount with out the service being completed
All quotations are inclusive of VAT
7.Bookings
The customer may make a booking either in person, by telephone or e-mail
At the time of booking the customer must provided details of any hazards, slippery surfaces, risks or dangers, ingrained dirt, grease or grime located at the premises
Harmony Clean reserves the right not to accept a booking for any reason.
Harmony Clean provides all quotations at time of booking
8. Payment Terms
The Customer agrees to pay the price quoted by Harmony Clean in full upon completion of the service. Unless otherwise agreed by Harmony Clean
If no payment has been made by completion of the service. Harmony Clean will use reasonable endeavours to contact the Customer for payment. In the event that Harmony Clean cannot contact the Customer or payment is not made at the Service time, The Customer will be deemed to have cancelled the Service, and the Customer must pay any cancellation fees or charges due set out in clause 16.
Payments can be made in cash or bank transfer payment
9. Late Payment fee
Where Harmony Clean has agreed to invoice the Customer for payment of fees after the service has been completed, the Customer agrees to pay in full, all fees due, within 7 days of the invoice date.
The Customer agrees that If Harmony Clean has not received payment in full for the service within one calendar month of the original invoice date then a late payment fee of £20applies for the first month. Interest will be charged on the fixed rate of 10% per annum on each day that any amount remains outstanding thereafter
In addition to the amount set out above, the customer agrees to indemnify Harmony Clean for all legal costs (on a solicitor and own client or full indemnity basis, which ever the greater) and other expenses incurred by Harmony Clean in connection with a appearance, action, or other proceeding (including mediation, out of court settlement or any other action taken for debt recovery of debt from the customer) arising out of a breach of these term including the failure by the customer to pay an amount by the due date.
10. Non-appearance
If a cleaner fails to attend the Premises within 1 hour of the service time and does not provide the requested service, Harmony Clean will provided the customer with either:
1. A full refund of payment made by the customer; or
2. Offer to reschedule the service at a another time mutually agreed between customer and Harmony Clean.
11. Complaints
If the customer is dissatisfied for any reason with the Service provided, they must inform Harmony Clean within 24 hours of completion of the service. Harmony Clean strives to achieve complete customer satisfaction and will endeavour to resolve the problem quickly and efficiently
12. Exclusions and limitations
Harmony Clean are not responsible for
Not completing or providing the service as a result of breach of warranty by the customer in clause 3 (including failure by the customer to provide proper materials, cleaning equipment, utility service, a safe working environment or unencumbered access to the premises)
Any damages caused by defective cleaning materials or cleaning equipment provided by the customer.
Not completing the Service as a result of the cleaner not proceeding for health and Safety reasons under clause 4
And loss or damage incurred by the customer or any third party as a result of the effects of force majeure, being beyond the reasonable control of Harmony Clean.
Not completing or providing the service due to an act of omission of the Customer or any other person at the Premises during provision of the Service
Existing dirt, wear, damage or stains that cannot be completely cleaned or removed.
Any wear or discolouration of fabric or surfaces becoming more visible once dirt has been removed.
Any loss incurred as a result of any breakage or damage of goods, items of value including antiques, items of sentimental value) or the premises;
The cost of any key replacement or locksmith fees, unless keys were lost by Harmony Clean or the Cleaner.
The Customer acknowledges that the results of any services are provided may vary depending on a number of factors (including materials used, equipment provided, time elapsed since the Premises was last cleaned, and the nature of cleaning required) and that Harmony Clean gives no guarantee as to the actual results of the Service.
Except to the extent provided in this clause, Harmony Clean has no liability (including liability in negligence) to any person for any loss or damage, consequential or otherwise, suffered or incurred by that person in relation to the products or services provided by Harmony Clean (including any loss caused by, or resulting directly or indirectly from, any failure, defect or any kind of or in the products used or services provided by Harmony Clean.
13. Indemnity
The Customer Indemnified Harmony Clean against:
All losses or liabilities arising directly or indirectly as a result of the provision of the Service including all losses or liabilities caused as a result of a breach of the warranties of the Customer set out in clause 3; and
All legal costs (on a solicitor and own client of full indemnity basis, which is greater) and other expenses incurred by Harmony Clean in connection with a demand, action, arbitration or any other proceeding (including mediation, compromise, out of court settlement or appeal and including any action taken for the recovery of debt from the Customer)
14. Accidents, breakage, damage & theft
The customer must inform Harmony Clean of any incident where an accident, breakage, damage to property or theft has occurred due to any act of the Cleaner within 24 hours of completion of the Service.
The customer is not entitled to claim for any loss for any incident if the incident is not reported to Harmony Clean within 24 hours of completion of the service.
Damage or loss to the following items is specifically excluded from liability of Harmony Clean under these terms and conditions cash, jewellery, art antiques, and items of sentimental value.
15. Cancellation Fees
The Customer must provide Harmony Clean with at least 24 hours notice prior to the Service time, if they wish to suspend, postpone or cancel the service for any reason
In the event that such notice has been given, Harmony Clean will endeavour to reschedule the Service if required.
In the event that the Customer does not provide 24 hours prior to the commencement of the Service, the Customer agrees to pay a cancellation fee equivalent of 2 hours cleaning (inclusive of VAT) for administered costs and loss.
16. Fee for non-access to premises
In the event that the Customer does not provide unencumbered access for Harmony Clean or its Cleaners to provide the service, the Customer agrees to pay a cancellation fee equivalent to 2 hours cleaning (inclusive of VAT) for administrative and travel costs.
17. Termination
This agreement may be terminated by the Customer by providing at least 24 hours notice prior to the Service Time.
Subject to clause 17 Harmony Clean may terminate this Agreement by providing the Customer with at least 24 hours notice.
Harmony Clean may terminate this agreement with immediate effect if the Customer is in breach of this agreement, and in the opinion of Harmony Clean that breach is incapable of remedy.
18. Privacy policy
The Customer acknowledges that any information provided by the Customer maybe used by Harmony Clean for the purpose of providing the Service. Harmony Clean agrees not to share any information provided by the Customer with any third party not directly involved in the provision of the Service.
The Customer agrees to Harmony Clean communicating with them electronically and/or via other means in order to provide the Service or reasons related to.
Harmony Clean will take all reasonable precautions to protect personal information provided by the Customer from loss, misuse, unauthorised access or disclosure, alteration or destruction.
19. Change to this agreement
Harmony Clean reserves the right to update or modify these term and conditions at any time without prior notice, and may do so by publishing an updated agreement. Each updated agreement will take effect 24 hours after it has been published.
The Customer agrees that any use of the Service following any such change, whether as a single job or as part of a regular clean schedule, constitutes their agreement to follow and be bound by the terms and conditions as changed
Harmony Clean T&C (Oct 2013)
