Terms and Conditions
By placing an order either over the phone, email or web site, the customer has verbal or written agreement, and is bound to Eco&Clean's Terms and Conditions.
Services
100% Satisfaction Guarantee
Refunds are not offered before a reclean is completed. If unhappy with any aspect of the cleaning, contact us within 48 hours to schedule a free reclean of the unsatisfactory areas, otherwise the reclean is considered denied and no refund will be issued.
Pricing
We reserve the right to adjust pricing if your home requires more work than expected based on initial booking. Quoted prices only cover labor costs.
Understanding
We know you’re entrusting us with your home. We guarantee our work, and if we miss any small areas just let us know so we can promptly return and reclean without major inconvenience to you.
Pets
Please secure dogs away from cleaning areas so we can focus on an efficient, quality cleaning without distractions.
Clutter
To maintain our quoted pricing, we ask that areas needing cleaning have less than 5 items that need moving. We’ll clean around excessive clutter but cannot spend time organizing.
Extreme Clutter
We cannot efficiently clean severely cluttered areas within standard pricing. We have chosen not to offer heavy organizing services at this time.
Services Not Offered
- Dishwashing (except loading dishwasher)
- Laundry/folding laundry
- Shopping/errands
- Moving/removing clutter
- Carpet/upholstery cleaning
- High window cleaning
- Lifting over 25 lbs
- Cleaning bodily fluids, toys, pet waste, or biohazards
- Stepping higher than one chair
End of Tenancy Cleaning
We reserve the right to amend quoted pricing if original requirements change.
If we must collect keys outside the scheduled postal code area, a £15 fee (excl. VAT) applies. Quoted prices cover only labor.
Minimum 4 hours per cleaning visit.
Customer agrees to provide a task list and all cleaning detergents/equipment (vacuum, mop, bucket, ladder) needed unless other arrangements have been made. Customer-provided equipment must be safe and in good working order.
We can only estimate service duration based on your basic description, as actual time required may vary.
End of tenancy cleans may take up to double the time of a standard cleaning. Severely neglected homes may take up to triple the standard time.
We will supply cleaning detergents if needed for an added £3/hour, as long as requested at time of booking.
One-Off Cleaning
We reserve the right to amend quoted pricing if original requirements change.
Minimum 3 hours per cleaning visit.
Customer agrees to provide a task list and all cleaning detergents/equipment required unless arranged otherwise. Customer-provided equipment must be safe and in full working order.
If we must collect keys outside the scheduled postal code area, a £20 fee (excl. VAT) applies. Quoted prices cover only labor.
We can only estimate service duration based on your basic description, as actual time required may vary.
Severely neglected homes may take up to triple the standard cleaning time.
We will supply cleaning detergents if needed for an added £2/hour if requested at time of booking.
Payments
Payment is due upon completion of service. We accept:
- Cash
- Check (with ID) payable to Eco&Clean. Customer responsible for any check bounce charges.
- Card. We will not share your card details.
Any outstanding balance can be charged to the card on file provided at time of booking. Late payments may incur additional charges.
If payment is not received within 30 days of invoicing, the account will be sent to collections with an additional 15% charge added to the overdue balance, which the customer agrees to pay.
Complaints and Claims
Poor service, breakage/damage, or theft must be reported within 24 hours of service date to be eligible for refunds or recleaning.
A customer representative must be present at start and end of service for inspection and to approve any same-day corrections.
If an inventory check is scheduled, it must commence within 24 hours of cleaning being completed.
We may take up to 7 working days to respond to a complaint.
Complaints must be submitted verbally or in writing within 24 hours of cleaning. We cannot accept complaints based on inventory checks performed more than 24 hours after cleaning service.
All fragile and highly breakable items should be secured or removed. We are not liable for damage to valuables, cash, art, antiques, or sentimental items. The customer will be credited the cash value of any such items damaged.
We will pay locksmith fees only if our operatives lose a customer's keys. Liability is limited to £35 per household. We agree to keep customer information confidential.
In case of damage to customer property, we will repair the item at our own cost. If repair is not possible, we will credit the customer the current cash value of the damaged item toward replacement upon payment of cleaning services rendered.
Customer Satisfaction
The customer is not entitled to refunds, however we will gladly reclean any areas to the customer's satisfaction free of charge. The customer must allow the cleaning crew to return and be present for the recleaning. We reserve the right to limit recleaning to one return visit.
Liability
We are not liable for:
- Tasks not on the provided task list
- Issues due to inadequate cleaning supplies or faulty equipment provided by customer
- Problems caused by 3rd parties present during cleaning
- Wear/discoloration revealed once dirt is removed
- Old stains/odors not removable with standard cleaning methods
- Existing damage not completely removable using standard methods
- Damages caused by inadequate or faulty supplies provided by customer
- Refusing to use special cleaning methods/supplies we do not provide
Cancellation
For end of tenancy cleaning, cancellation must be made at least 72 hours before the scheduled appointment.
For one-off cleaning, cancellation must be made at least 24 hours in advance.
If our cleaners are turned away for any reason (no access, no power/water, issues with keys, etc.) a 40% cancellation fee of total quoted pricing applies. If a deposit was already collected, it can be applied toward the cancellation fee.
Provided keys must open corresponding locks without special effort or skill.