Terms & Conditions Agreement of Service
1.1. In this Terms & conditions agreement, the following definitions apply:
“The Company”, “Us”, “We” – means Safaii
“Safaii” – means the Company
“Cleaner(s)” – means the individual(s) providing the cleaning services on behalf of the Company (Safaii).
“Customer/Client” – means the person for whom the cleaning services are provided by the Company.
“Cleaning Services/ Services” – means the cleaning services carried out by the Cleaner from Safaii for the Customer.
“Cleaning Visit” – means the visit to the Customer’s address by the Cleaner in order to carry out the Cleaning Service.
1.2. Unless the context requires otherwise, references 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 & conditions are for convenience only and their interpretations are not affected.
TERMS & CONDITIONS OF SERVICE (Between the ‘Customer’ and Safaii)
2.1. These Terms and Conditions represent a legally binding agreement between Safaii and the Customer. The whole terms and conditions agreement shall be interpreted in accordance with the law of England and any disputes shall be resolved by the English courts.
2.2. The Customer agrees that any use of the Safaii’s services, including placing an order for cleaning services through any form e.g. telephone, text message, email, website forms will establish the Customer’s acceptance of these Terms and Conditions.
2.3. Unless otherwise agreed in writing by the Owner of Safaii, these Terms and Conditions will prevail over any other terms of business or purchase conditions put forward by the Customer.
2.4. The terms and Conditions of this contract cannot be amended, varied or altered and will not be valid unless approved in writing by the Owner of Safaii.
2.5. If any part of the contract is found unenforceable by the court, then the remainder of the contract will remain intact and binding.
2.6. Safaii reserves the right to make any amendments to these Terms and Conditions. An up to date copy of the Terms and Conditions is available on Safaii’s website (www.safaii.co.uk).
PAYMENTS & COSTING
3.1 It is the responsibility of the Customer to provide accurate details and information pertaining to the property they require Safaii to carry out the Cleaning Services at.
3.2. The amount payable by the Customer will be charged according to the agreed amount between Safaii and the Customer prior to the Cleaning Service being carried out.
3.3. The amount charged for the Cleaning Services may be higher (or lower) than the initial quote provided to the Customer if the information provided by the Customer in relation to their property (such as but not limited to the current cleanliness of the property, size of the property, the number of rooms) does not correspond accurately resulting in attributing an incorrect Cleaning Service package and therefore charge. If there are changes to the amount charged, the cleaning service will only commence once this has been agreed between the Customer and Safaii.
3.4 If Safaii finds that the state of the property which the Customer requires to have the Cleaning Services carried out at has been inaccurately described, Safaii reserves the right to terminate the Cleaning Service provided. This will waiver the Customers right to a refund.
3.5. For new clients, Safaii will require a partial upfront payment at the time of booking the first cleaning session. Payment will be taken over the phone via a secured terminal. The remainder of the payment will be taken on the day of the Cleaning Service prior to starting. Following bookings will not require an upfront payment and payment for the Cleaning Service will be taken on the day of the clean.
Upfront booking fees for new Customers are as follow;
1. General clean – £20
2. Combined clean – £30
3. Deep clean -£50
4. Move in/out – £70
3.6. For existing customers, Safaii does not require an upfront payment. Payment for the Cleaning Service will be taken on the day of the clean prior to the agreed Cleaning Services carried out.
4.1. A minimum of 96 hours (4 days) notice is required in writing (via email or text) prior to the start of the Cleaning Services should the customer need to reschedule. Failure to meet this criteria will result in a full charge to the Customer of the upfront payment and cancellation of the Clean.
5.1. A 50% cancellation fee (of the upfront payment) will be incurred by the customer if they wish to cancel the cleaning service. This is to cover the cost of transaction fees and administrative costs incurred by Safaii in the event of a cancellation. A minimum of 96 hours notice (4 days) is required in writing (via email or text) prior to the start of the Cleaning Services should the customer need to cancel. Failure to meet this criteria will result in a full charge to the Customer of the upfront payment.
5.2. For existing Customers who cancel the Cleaning Service without rescheduling a future booking, Safaii will charge an upfront payment for the following Cleaning Services booked with the charges outlined in 3.5.
Refunds will only be issued for points 6.1. And 6.2.
6.1. If the Cleaner is unable to provide the Cleaning service beyond the customers responsibility.
6.2. If the Customer cancels the Cleaning Services in writing via Email or Text giving a minimum of 96 hours (4 days) or more notice to Safaii prior to the start of the cleaning service. In this instance, a cancellation fee of 50% of the upfront payment stipulated in section 3.5 will be incurred and the remaining amount refunded (if applicable).
6.3. Refunds will not be issued if the Customer does not give a minimum of 96 hours notice (4 days) prior to the start of the Cleaning Service. This will waiver the Customers right to a refund of the upfront payment.
7.1. Safaii will provide all the cleaning supplies and equipment that is required to carry out the Cleaning Service.
7.2. The Customer will provide electricity and running water at the location where the Cleaning Services are to be carried out.
8.1. Safaii will discuss the relevant access needed to enter the premises prior to the Cleaning Service in order to carry out the clean. In the event that the Customer is not at the property or the Cleaners from Safaii is/are unable to enter the property due to the Customers own fault, Safaii will charge the full amount of payment due for the Cleaning Service. The Customer should provide Safaii with relevant access instructions such as; someone will be at the property during the clean to give access, a key lock is available with the code or a key is provided before the clean start date.
9.1. Complaints must be submitted in writing (via email) providing a clear description of the issue with photographic evidence and the date the Cleaning Service took place. Due to the nature of the service, it is imperative that complaints must be submitted within a reasonable time frame which is 48 hours upon completion of the Cleaning Service.
9.2. Unless a written complaint detailing the issue is submitted within the time frame stipulated in 6.1, it is assumed that all Services provided are to the Customer’s satisfaction. Therefore, any complaints beyond this time frame will not be investigated.
9.3. Safaii will investigate and work towards resolving any complaints submitted by the Customer within a reasonable time frame.
9.4. The Customer will allow Safaii to return to re-clean the disputed area or repair any damaged items before trying to clean it themselves. If the Customer makes an attempt to clean the area or repair the item (via themselves or a third party) prior to allowing Safaii to re-clean or repair, then the complaint will be considered as fully resolved.
9.5. It is the responsibility of the Customer to be at the location of the home/property for the duration of the Cleaning Service.
9.6. It is the responsibility of the Customer to inspect the work immediately upon completion of the Cleaning service and to bring to the Cleaners attention any outstanding issues while they are still on site. As such, the Cleaners will provide any such additional work to the Customers complete satisfaction within the requirements of the chosen Cleaning Service at the time of booking.
LIABILITIES & CLAIMS
10.1. It is agreed that any accidental damage to the clients goods or property will remain the responsibility of the Client.
10.2. It is the responsibility of the Customer to securely store away all valuables including but not limited to, monies, cards & irreplaceable items. The Customer must also instruct the cleaners about any items/ornaments/areas they do not wish to be cleaned.
10.3. Safaii will not be held responsible for damage due to faulty and/or improper installation of any items or old/worn out/damaged items. All surfaces (i.e marble, granite,etc.) are assumed sealed and ready to clean without causing harm.
10.4. Safaii endeavours to be on time for every Service, however sometimes due to transport related and other problems which are beyond Safaii’s control, the Cleaners may arrive with a delay or the cleaning visit may need to be rescheduled at no cost to the Customer.
10.5. If the Cleaners arrive late, it is the responsibility of the cleaners to provide and fulfil the cleaning service package that has been agreed upon.
10.6. Due to the sensitive nature of electronics, Safaii has the right of refusing to clean any electrical/electronic items or the surrounding areas if the Cleaners carrying out the Service determine that damage could incur to the item/s as a result of cleaning. This also applies to any areas of the property that the Cleaners determine may incur damage as a result of cleaning that area.
10.7. Safaii may take before and after images of cleans for proof of work carried out. These images will not include any personal information such as; family photographs, names, address or images of the Client or anyone in the household. If you wish for Safaii to use the before and after images for social media purposes, please let Safaii know. They will only be used if you are happy to do so and give permission. When posting on social media, all images will be posted as anonymous. If the Customer does not want any images taken for the purpose of social media, then Safaii must be informed prior to the Service taking place.
TERMINATION OF AGREED CLEANING SERVICE
11.1. Safaii reserves the right to terminate the agreement of carrying out the Cleaning Service with immediate effect if there is any form of physical or verbal harassment or abuse towards any staff member. This will also apply if the cleaners find the working environment to be unsafe or there are any health and safety concerns. If this occurs and there is less than 48 hours prior to the Cleaning Service being carried, the Customer will be charged the full amount of the upfront payment stipulated in 3.5 if applicable. If there is more than 48 hours prior to the Cleaning Services being carried out, the Customer will be charged a 50% cancellation fee and the remainder of the upfront payment will be refunded (if applicable).