Simple Clean Easy
TERMS & CONDITIONS
We have made our Terms and Conditions as simple and easy to understand as possible. If you have any questions then please contact us and we will be happy to talk to you.
Cleaner refers to the person or persons carrying out the services requested by the client
Service Charge is the payment made by the client to The Little Cottage Cleaning Company
The Client means the person requesting cleaning services of employed cleaners via The Little Cottage Cleaning Company.
Service or services mean the work carried out by the cleaner on request of the client and as detailed on the booking form, or later altered in writing.
Your Property is the address or location where the service is to be carried out by our cleaner as detailed on your booking form, or later altered in writing.
We refers to The Little Cottage Cleaning Company
We usually only provide services to those properties with services of running water, drainage and electricity connections. We will only accept properties without services by prior agreement. We reserve the right to make a minimum charge of 2 hours where we arrive at a property and cannot complete cleaning due to lack of services.
We want to provide you with a good service so ask that in return you give us as much information about your property in advance so we can make a fair assessment. If the information we have is vague or incorrect then the price or time scale may be altered. If in doubt ask for advice.
The Little Cottage Cleaning Company wants to ensure a safe working environment for everyone. Therefore, we ask that your property be in a safe condition for your cleaner to work in and have safe access and egress.
If you have something you do not want your cleaner to touch, or a room you do not want your cleaner to go in, then please agree this with us first. We cannot be held responsible if you do not provide prior notification.
We appreciate that everyone’s idea of clean is different. If you have told us your property is in a reasonable state and when your cleaner arrives they discover it is heavily soiled, or in a different state to that agreed, then we may have to insist on an initial deep clean, or amend the amount of time required in our estimate. In the event of an estimate being amended because of inaccurate information supplied by you then you have the right to cancel subject to a minimum 2 hour charge being made.
Charges and Pricing
All cleaners work on an employed basis, we DO NOT engage the services of self employed cleaners.. The hourly rate applies for each hour or part hour they have been in attendance regardless of actual service carried out. We allow 5 minutes make up time for each cleaner to make up, clean and pack their cleaning equipment at the ned of the cleaning session.
Only one discount code, referral code, voucher or special offer per customer. This includes members of their immediate family who reside with them.
We will always ask you for the amount of hours your require, we may also give you an estimate based on the average time it takes to clean a similar property of a similar size to yours based on the information you give us. PLEASE NOTE we can only provide an estimate based on the information you provide, if in any doubt please ask for an inspection visit to be carried out where a more accurate estimate can be made.
Our minimum cleaning periods are as follows:
Daily Cleaning 2 hours Usually carried out by 1 Cleaner
Weekly Cleaning 3 hours Usually carried out by 1 Cleaner maximum 2 Cleaners
2 Weekly Cleaning 4 hours Usually carried out by 2 Cleaners maximum 3 Cleaners
In the rare event that you supply your own equipment, materials or anything for your cleaner to use, then we ask that all equipment or products supplied must be fit for purpose and in good working order. Any electrical items must be under 12 months old from purchase or have a valid electrical safety test carried out by a qualified electrician within the proceeding 12 months. Any cleaning liquids, detergents or chemicals MUST be cleared by our office first before being given to your cleaner in order that a full COSHH assessment can be carried out.
New customers will usually be asked to pay for their first cleaning session in advance by debit card, credit card or bank transfer to secure their booking. ALL one off cleaning services are payable in advance, where payment is not made in advance we have the right to cancel your service.
Where payments are not made when requested, declined or charged back by you then we reserve the right to charge administration fees to recover the outstanding sum. These will be limited to £9 per phone call made, £15 per written correspondence sent whether by email or letter. It is Company policy to follow every payment owed which may result in the use of a debt collection agency. Please remember that any missed, fraudulent or charged back payments not rectified within 30 days may result in debt collection action which can affect your credit rating. Where regular cleaning clients fall in arrears of 3 cleaning sessions or 30 days, which ever the lesser, we will automatically suspend service until the account is brought up to date.
We guarantee our service. If you are not happy with our work for any reason, simply tell us within 1 working day of your service taking place and we will return within 2 working days to clean the affected item or room again. No questions, no fuss. Working days are weekdays, Monday to Friday excluding weekends and Bank Holidays.
As of April 2020 all new clients are required to pay by direct debit on a monthly rolling basis. We will calculate the amount of services within the year, and divide this by 12 calendar months. For example:
3 Hours per fortnight = 3 x £22 = £66 x 26 = £1716 Annually divided by 12 months = £143 per month.
Where service is terminated the number of cleaning sessions will be calculated against the amount paid and any over payment refunded, or under payment requested.
Any additional services , or one off cleaning services, are payable separately by bank transfer or credit/debit card.
At all times you are responsible for maintaining payment of your service by direct debit, or by prior arrangement by bank transfer or credit/debit card within 24 hours of your invoice being issued or within 15 calendar days for Commercial clients (unless agreed otherwise) . Whilst we will send reminders failure to do so could result in loss of service and/or action being taken and as a result additional charges being added. Where regular cleaning clients fall in arrears of 3 services we will automatically suspend service until the account is brought up to date.
We ask that you provide regular feedback on your cleaner. Where standards are not to your liking then we ask that you inform us immediately and if you wish, also discuss this with your cleaner. Where you believe damage or loss has occurred as a result of your cleaners actions, then we ask that you inform us immediately, and in any event within 24 hours, or we cannot be held responsible for any loss.
For one off cleans, including spring cleaning, after builders cleans and deep cleaning, carpet cleaning is by prior arrangement. Upholstery, curtain cleaning and external cleaning is always excluded unless specifically requested and agreed beforehand. If we do agree to clean upholsetry or curtains this will be done using stream cleaning only and is not a substitution for professional/dry cleaning. Carpet cleaning is carried out using a high pressure extraction technique and is not done using ecological detergents.
Whilst our service is all inclusive, there are occasions when we need advance warning of requests to ensure the correct equipment is present on the day of the cleaning. We also carry minimum service periods for specific actions as follows:
Single Oven Clean minimum 2 hour charge
Double Oven Clean minimum 3 hour charge
Carpet Cleaning charged separately
Window Cleaning charged separately
Minimum charge periods may be paid for separately on top of the normal regular cleaning price or taken in lieu of carrying out normal regular cleaning. Other services priced on request.
We will always try and adhere to any schedule we have agreed with you. On occasions we may need to alter this when incidents occur out of our control, such as but not limited to, sickness, adverse or extreme weather, traffic delays, loss or lack of material supply. PLEASE NOTE we are NEVER able to guarantee an arrival time but may be able to give and indication on request. Our bookings are provided for a specified day only and whilst we will try to adhere to a morning or afternoon slot we cannot always assure this.
Whilst we will always try and provide you with the same cleaner for each service this cannot be guaranteed.
If you wish to change your contract including hours and dates you must do so in writing (post or email) for regular cleaning services at least 2 working days in advance and for one off cleaning services at least 4 working days in advance. Failure to do so may result in the minimum charge being made if service cannot be completed. We will always try and accommodate all requests but cannot guarantee this.
Where you wish to terminate or cancel your service, you must do so with at least 2 working days notice for regular cleaning services and with at least 4 working days notice for one off cleaning services. Where this is not given we reserve the right to pursue a charge equal to but not greater than the loss of revenue which we would have enjoyed had the service taken place. Please note, all new customers have a minimum charge equal to 4 of their originally requested regular cleaning sessions. Where new clients cancel service within the first 4 regular cleaning sessions they will still be charged for 4 cleaning sessions.
Where service is cancelled by us no charge will be made for the service which has not taken place. Under rare circumstances we may need to cancel, suspend or move services due to matters beyond our control. We accept no responsibility for compensation where this happens.
Insurance and Liability
Your cleaner will always ensure to take good care of your property but cannot be held liable for existing damage stains or spills that cannot be removed using normal cleaning methods, wear and tear, discolouring or damage which only becomes apparent once cleaning has taken place, damage to fragile items or to items that require specialist care where you have not previously advised us or your cleaner of the fragility or special care requirements, damage cause by events out of our/your cleaners control, damaged caused by normal cleaning methods which is beyond our/your cleaners control, or damage caused by third parties.
Where damage occurs, and is not within the scope of any insurance in place then liability will be restricted to the cost of the service provided for that month in respect of the normal regular payment made to The Little Cottage Cleaning Company. For one off cleans this will be restricted to the cost of the service provided for that specific clean. Most household insurance policies now provide cover for domestic staff, we advise that you check your policy or consult your insurers before employing the services of a cleaner. In any event, the Company's total liability shall not exceed a sum equal to the price paid by the Client for the Service charge of that month for regular services or the One Off Service Charge for one off services.
We carry comprehensive liability insurance with Hiscox who we believe provide the exceptional cover our clients deserve. Any claim you wish to make which falls above the liability of The Little Cottage Cleaning Company as detailed above, must be made within 24 hours of the incident occurring.
By clicking to accept our terms and conditions on your booking form when submitting a booking request you agree to be bound by our terms and conditions. Your statutory rights remain unaffected.
The purpose of this policy is to explain to you how we control, process, handle and protect your personal information through the business and while you browse or use this website. If you do not agree to the following policy you may wish to cease viewing / using this website, and or refrain from submitting your personal data to us.
Policy key definitions:
"I", "our", "us", or "we" refer to the business; The Little Cottage Cleaning Company.
"you", "the user" refer to the person(s) using this website.
GDPR means General Data Protection Act.
PECR means Privacy & Electronic Communications Regulation.
ICO means Information Commissioner's Office.
Cookies mean small files stored on a users computer or device.
Key principles of GDPR:
Processing of your personal data
Under the GDPR (General Data Protection Regulation) we control and / or process any personal information about you electronically using the following lawful bases.
ICO Data Protection Register;
We are exempt from registration in the ICO Data Protection Register because we only process personal data for accounting, administrative and marketing purposes.
Lawful basis: Consent
Our purpose for processing, why it is necessary and how we process your information is: To provide the services requested by you or to provide quotations and estimates for services requested by you
Data retention period: We will continue to process your information under this basis until you withdraw consent or it is determined your consent no longer exists.
Sharing your information: We will only share data with third parties in order to supply the requested services to you via sub contractors. Where a subcontractor is used we will supply details of the subcontractor to you before providing the service. If, as determined by us, the lawful basis upon which we process your personal information changes, we will notify you about the change and any new lawful basis to be used if required. We shall stop processing your personal information if the lawful basis used is no longer relevant
Your individual rights
Under the GDPR your rights are as follows. You can read more about your rights in details here;
the right to be informed;
the right of access;
the right to rectification;
the right to erasure;
the right to restrict processing;
the right to data portability;
the right to object; and
the right not to be subject to automated decision-making including profiling.
You also have the right to complain to the ICO [www.ico.org.uk] if you feel there is a problem with the way we are handling your data.
We handle subject access requests in accordance with the GDPR.
Some cookies are required to enjoy and use the full functionality of this website.
Cookies that we use are;
Data security and protection
We ensure the security of any personal information we hold by using secure data storage technologies and precise procedures in how we store, access and manage that information. Our methods meet the GDPR compliance requirement.
Fair & Transparent Privacy Explained
We have provided some further explanations about user privacy and the way we use this website to help promote a transparent and honest user privacy methodology.
Email marketing messages & subscription
Under the GDPR we use the consent lawful basis for anyone subscribing to our newsletter or marketing mailing list. We only collect certain data about you, as detailed in the "Processing of your personal data" above. Any email marketing messages we send are done so through an EMS, email marketing service provider. An EMS is a third party service provider of software / applications that allows marketers to send out email marketing campaigns to a list of users.
Email marketing messages that we send may contain tracking beacons / tracked clickable links or similar server technologies in order to track subscriber activity within email marketing messages. Where used, such marketing messages may record a range of data such as; times, dates, I.P addresses, opens, clicks, forwards, geographic and demographic data. Such data, within its limitations will show the activity each subscriber made for that email campaign.
Any email marketing messages we send are in accordance with the GDPR and the PECR. We provide you with an easy method to withdraw your consent (unsubscribe) or manage your preferences / the information we hold about you at any time. See any marketing messages for instructions on how to unsubscribe or manage your preferences, otherwise contact our EMS provider.