Terms and Conditions

TERMS AND CONDITIONS

NOTE: Please read these terms and conditions carefully. By making a booking you agree to be bound by the terms and conditions below. These terms and conditions are subject to change without notice, from time to time in our sole discretion. We will notify you of amendments to these terms and conditions by posting them to our website.

1. SERVICES

1.1 Lunar Cleaning Services reserves the right to amend the initial quotation, should the client’s original requirements change or the actual poor condition of the property was not communicated to us.

1.2 Minimum duration of 3 hours per cleaning visit applies for all cleaning services. Any estimated time given are purely for guidance only. Please note that duration may vary therefore a degree of flexibility is required.

1.3 If the Client requests keys to be collected from anywhere other than the location of the cleaning scheduled, then a £5.00 charge will apply. If said keys need to be returned back to the pickup address or any other address, another £5.00 charge will apply.

1.4 Lunar Cleaning Services do not charge per hour per cleaner for end of tenancy and so, the number of operatives attending your property may vary. The number of operatives in a team cannot affect the initially quoted price.

1.5 Lunar Cleaning Services will not be responsible for triggering any alarm systems. Customer should give any special instructions for deactivation/activation of any household alarm systems.

1.6 Parking costs may apply and must be paid by the customer if there is no allocated parking at the property.

1.7 The Client shall ensure that all valuables are stored away when work is carried out and that the property is supervised by the Client or his representative at all times during the course of the work. The Company shall not be responsible for the Clients failure to comply with this obligation.

1.8 Fridges and Freezers should be emptied and defrosted prior to our arrival and turned off so we can clean them. Failure to do so will void the Free Reclean Guarantee.

1.9 The client must provide electricity and hot running water at the premises where the clean is conducted. If they fail to do so Lunar Cleaning Services cannot be held responsible for incomplete or delayed work.

2. SPECIAL CONDITIONS

2.1 Lunar Cleaning Services are not licensed to clean properties that have been infected by vermin. This is a specialist service that requires a pest control company.

2.2 The price quoted will include the items listed on our standard cleaning list and will not include any additional extras unless requested and paid by the customer.

2.3 If your property is in a poor condition or larger than the standard size which required more cleaning and was not selected from our quote box, you may be charged an extra £25-£50 (under cleaner’s discretion)

2.4 If your property is larger than what you have selected on the quote box, i.e., if you have selected 2 bedrooms/bathrooms, when in fact it is a 3 bed or more. You will be charged the additional room/bathroom price as per our price listing mentioned on the website.

2.5 When a Client asks for a quotation, Lunar Cleaning Services assume that the rooms in their property are of average UK size i.e. Living room up to 15ft x 15ft (4.5m x 4.5m), Dining room up to 15ft x 15ft (4.5m x 4.5m), Double bedroom up to 12ft x 12ft (3.6m x 3.6m), Single bedroom up to 8ft x 7ft (2.4m x 2.1m). Flight of stairs up to 13 steps, Hallway up to 4ft x 10ft ( 1.2m x 3m), Landing up to 4ft x 5ft ( 1.2m x 1.5m) . If rooms are of larger size, you may be charged an extra by the cleaner (under cleaner’s discretion).

2.6 The standard end of tenancy cleaning service does not include, ceilings, curtains, blinds, balconies, patios, appliances, exterior windows and carpets, washing/laundry or rubbish removal. These are a separate service and need to be quoted separately.

2.7 If the customer has a dog, cat or other hairy pet then an extra £25-£50 charge will be added to the final amount to be given to the cleaner due to the extensive amount of animal hair slowing down the carpet cleaning process.

2.8 A surcharge may apply for badly stained carpets or where there are adhesives or gum stuck on the carpet.

2.9 Lunar Cleaning Services may cancel or reschedule a service, where any accident or any unexpected or unforeseeable circumstances arise prior or during the cleaning date. The Company will not be liable to the Client in any way if cleaning is cancelled further to this clause.

2.10 Lunar Cleaning Services reserves the right to cancel the service if:

(a.) The condition of property is hazardous to the health and well-being of our cleaners.

(b.) The Client has misrepresented any information/facts or has given us incorrect property description.

(c.) Lack of normal working conditions for cleaning (e.g. lack of water, electricity or poor lighting conditions, or the presence of a third party, such as builders or removal men).

(d.) If our Cleaners are verbally, physically abused or discriminated in any way.

3. PAYMENT

3.1 Upon the act of arranging a booking for any type of clean, you confirm that you have read and agreed with Lunar Cleaning Services Payment terms and conditions, as well as the general Terms and conditions.

3.2 Lunar Cleaning Services requires a part payment to be made before your cleaning day via Secure Payment link.

3.3 The Client must make the final payment by cash before the cleaner leaves the Client’s premises.

3.4 All Invoices/certificates will not be issued until full payment has been received from the customer.

3.5 In the event that customer does not pay the final payment, pursuant to Clause 5 on a voluntary basis or on request from our company, we reserve the right to:

(a.) Take legal action to pursue the customer for the amount due.

(b.) Publish the name of the customer as a Bad Debtor in the local newspaper and other media if the amount has not been paid within the rational terms given.

(c.) Report the customer as a Bad Debtor to the relevant financial institutions in the UK

4. CLAIMS

4.1 No refund claims will be entertained once the cleaning service has been carried out. However, we will be more than happy to assist you in every possible way to ensure you get the full value of our service.

4.2 All complaints must be received in writing by email. Lunar Cleaning Services will not be liable for verbal requests/complaints made by Client either to cleaners or office staff. After the work being completed, all the service shall be deemed to have been carried out to the Client’s satisfaction unless a written notice is received within 48 hours for damaged/lost items or any other complaints. The company will fully investigate any complaint and attempt to resolve it to satisfaction of the client, or alternatively to a reasonable standard.

4.3 If the customer is not completely satisfied with a cleaning job, Lunar Cleaning Services will re-clean any areas and items to customer's satisfaction per landlord or estate agent’s request only.

4.4 In the unlikely event of a required re-clean, Lunar Cleaning Services requires to be notified within 48 hours after completion of the cleaning work. No claims for recleans will be entertained after the above time limit. Lunar Cleaning Services will always go back to the property to reclean any areas missed. We ask all customers to please stay calm and work with us to resolve these unfortunate events, you are in safe hands.

4.5 The customer must allow Lunar Cleaning Services to organise and brief our cleaning team within 3-5 business days. The estate agent or customer must be at the property with a list of the areas missed and to inspect the cleaners work and sign it off before the cleaner leaves. After this our transaction will be deemed as ended. Lunar Cleaning Services reserves the right not to return a cleaner for more than once. Any extra visits will be charged at £50 to cover the costs to the cleaner and needs to be paid prior to book your re-clean.

4.6 If the landlord or estate agent wishes us to re-clean a property after the 48 hours have passed, there will be a £50 charge for a new cleaner to attend the property. Unless a different agreement has been put in place by Lunar Cleaning Services and the estate agent or landlord beforehand.

4.7 The Client agrees to allow the Company back to re-clean any disputed areas/items before making any attempts to clean those areas/items himself or arranging a third party to carry out cleaning or repair services with regards to the above. Failure to do so will void our Company Guarantee and we will consider the matter fully settled.

4.8 The Client agrees to inspect the work immediately after its completion and to draw the cleaner’s attention to any outstanding cleaning issues while they are still on site.

4.9 For move in/out cleans through a landlord or homeowner. You must check over the cleaners work before they leave and if necessary ask them to clean any areas which you feel is unsatisfactory. We will not come out and re-clean after the cleaner has left.

4.10 According to Consumer Rights Act 2015 a price reduction can be issued only if a repeat performance cannot be provided from the Company within a reasonable time frame, which is equal to 14 business days upon completion of the service.

5. RECLEANS

5.1 In the unlikely event of a required reclean, here at Lunar Cleaning Services we offer all customers a free 48 hours pass guarantee to reclean any areas missed (only on the instruction of the estate agent or landlord)

5.2 We ask all customers to please stay calm at this time and work with us to resolve this unfortunate event, and be rest assured your pass is our main priority.

5.3 We do not guarantee or offer successful cleans or re-cleans regarding certain poor condition properties: Marks, mold or stains on: Silicone, grout, ovens, walls, windows, paintwork or some carpets. In some cases, these properties maybe beyond cleaning and will need to be repainted or replaced.

5.4 By accepting our quotation you agree that "Lunar Cleaning Services" will not be liable for any charges or deposits withheld for any of the above.

5.5 You agree: To allowing us to go back to the property, and to send our original cleaning team, within 48 hours of notification of the areas that need re-cleaning. The estate agent or landlord to inspect the cleaners work and sign it off, before the cleaner leaves. Failing to do any of the above, or if the landlord or estate agent refuses to let us back into the property, you agree that Lunar Cleaning Services will not be liable for any costs, for any other company to re-clean the property or any deposits withheld or charges from your landlord.

6. INSURANCE

6.1 Lunar Cleaning Services operators are self-employed and have their Public and Employer’s liability insurance. The policy will cover any accidental damages caused by an operator working on behalf of Lunar Cleaning Services, reported within 24 hours of service date.

6.2 The Client is obliged to warn the cleaner about appliances/furnitures that are poorly fixed or not in full working order.

6.3 The insurance coverage does not include anything that may break down or stop working at any time such as: dishwasher, washing machine, oven, cookers, extractor fans, fridge, freezer, instability of which the Client is already aware for such us bathroom appliances or any fixtures. Lunar Cleaning Services reserves the right to carry out an internal investigation into any claims made by the client.

6.4 Lunar Cleaning Services reserves any right to refuse disclosure of confidential company documents.

7. LIABILITY

7.1 Lunar Cleaning Services reserves the right not to be liable for;

7.2 Completing tasks which are not stated on our Checklist. Cleaning jobs not complete due to the lack of hot water or power.

7.3 Non satisfactory result from the service due to the Client or third party walking on wet floors or using appliances during or shortly after the cleaning process.

7.4 Any odours arising during and/or after cleaning when this is due to factors such as, lack of ventilation, and/or appropriate heating.

7.5 Lunar Cleaning Services do not guarantee to make an item spotlessly clean if it’s deteriorated due to fair wear and tear.

7.6 Failing to remove old/hard stains, burns, spillages etc. that cannot be removed completely by the Lunar Cleaning Services using standard carpet cleaning methods. We do not guarantee removal of any marks or stains.

7.7 Existing damage, burns, marks or spillages (on the wall, work top, furniture or anything inside the property) that cannot be cleaned/removed completely using the standard cleaning method and equipment.

7.8 If the customer has got items which need special cleaning methods and special cleaning detergents, Lunar Cleaning Services reserves the right to refuse the provision of the cleaning detergents.

7.9 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.

8. CANCELLATIONS

8.1 Once booked, there will be a cancellation fee of £26.50 this is to cover the cost of processing your booking.

8.2 NO REFUND can be entertained during Covid 19 period.

8.3 All cancellations during this unfortunate time (Covid 19) can only be issued via credit note or Lunar Cleaning Services Voucher. This can be redeemed anytime with at least 3 days notice prior to your final schedule.

8.4 Customer agrees to pay £32.50 as a cancellation fee in the event of a lock-out caused by our cleaners being turned away; no one home to let them in; no water or power available at customer’s premises; or problem with customer’s keys.

8.5 Covid 19 period update: All refunds due to cancellations in this unfortunate time can only be issued via a credit note or a Lunar Cleaning Services Voucher. This can be redeemed at any time and is valid definitely.

9. VAT

9.1 The Company is currently not charging VAT.

10. EMPLOYEES

10.1 All Cleaners are self-employed and have their own insurances to cover injury at work, damage to any property that they are working in, on and around.

10.2 Lunar Cleaning Services is not responsible for these and any claims should be through the contractor.

11. OUR GUARANTEE

11.1 Lunar Cleaning Services has built its business and reputation by providing its clients with the best possible cleaning service available. For this reason, Lunar Cleaning Services offers a free re-clean within 2 calendar days of our visit. There are procedures we have to adhere to, to correct the issues in an organise and timely manner (Please refer to Section 4, about CLAIMS)

11.2 If the Client is not happy with the Company’s service for any reason, the Cleaning Team will come back to the Client’s home and re-clean to his/her complete satisfaction. (Please refer to Section 4, about CLAIMS)

11.3 We advise all Clients that they must be completely moved and their possessions out, and all rubbish removed prior to the clean taking place, if this has not been done, Lunar Cleaning Services can still carry out the clean, however it will void our free reclean guarantee.

PLEASE NOTE:
These terms and conditions shall be governed by the relevant United Kingdom law, and by agreeing to be bound by them the customer agrees to submit to the exclusive jurisdiction of the relevant courts of the United Kingdom. Lunar Cleaning Services reserves the right to make any changes to any part of these terms and conditions without giving any prior notice. Should any of the above clauses change all existing customers will be notified. Please check this website for updates.