Terms and conditions

The following are the Terms & Conditions of our Services covering each service Big&Small Cleaning solutions Ltd provides. The Client agrees that any use of Big&Small Cleaning solutions Ltd , including placing an order for services over the telephone, fax, email or our website shall constitute the client’s acceptance of these Terms & Conditions

Our Guarantee

Big&Small Cleaning solutions Ltd has built its reputation and business by providing its clients with the best possible cleaning service available. Still, we realise, that problems do occur sometimes. For this reason, we guarantee the quality of our service. If you are not completely happy with our service, then please tell us within 24 and we will arrange one of our operatives to come back to your home and re-clean to your complete satisfaction.

Services


Big&Small Cleaning Solutions Ltd provides regular cleaning services at rates as low as £11 per hour when a client books a regular weekly cleaning for a minimum of 2.5 hours per week or more, £12 per hour if a client books a fortnightly service for a minimum of 3 hours per visit and £13per hour if booking a one-off service for a minimum of 4 hours per visit. The client agrees to provide all cleaning materials. The client understands that before the first cleaning session takes place, a member of Big&Small Cleaning Solutions Ltd will visit the client's property for size evaluation and the client will provide necessary information with regard to the cleaning services required. The client also agrees that a cleaner will be provided within 7 days of joining Big Small Clean, but usually this would takes less than a day.
Late arrival of Company operatives at the service address. The Company rule is, our operatives to be right on time on any visit but sometimes due to transport related and other problems which are beyond the company’s control, the operatives may arrive with a delay or the cleaning visit may be re-scheduled. Big&Small Cleaning Solutions Ltd reserves the right not to be responsible for: cleaning job not complete due to the lack of suitable cleaning materials and/or equipment not in full working order(vacuum cleaner, mop, disinfectants etc, hot water or electricity; third party entering or present at the client's premises during the cleaning process. Our cleaners are happy to move furniture. Due to Health and Safety regulations the cleaner will attempt to move only furniture that requires no more than one person. Big&Small Cleaning Solutions Ltd shall arrange an immediate replacement should an operative cannot attend a scheduled visit, and will inform the Client prior to the visit. We do endeavour to provide the same cleaning operative on every visit, however this may not always be possible due to holidays, absences, varying cleaning frequencies or other unexpected circumstances. We can devote more of our time in providing you with the best of our professional services should you spend a few moments tidying before we arrive. This is a recommendation only. Should the customer be at the service location they will be given the opportunity to make corrections prior to the operative(s) leaving to ensure quality and completion. If you are at the service location when the cleaning is being finished and you claim that you are satisfied with the work and agree that the service is completed, there will be no further claim once the operative(s) is/are gone. If the Client requests keys to be collected by the Big Small Clean’s operatives from an address outside the postal code of the client’s address then a £10.00 charge will apply. The charge will cover only the pickup of keys. If the keys need to be returned back to the pickup address or any other address another charge of £10.00 will apply. The client agrees to remove and secure all valuable items or fragile and highly breakable items i.e. cash, jewellery, antiques etc. Items excluded from liability are: cash, jewellery, items of sentimental value, art and antiques


Customer Care



We want to keep in regular contact with you in order to ensure that you get the best possible service from Big Small Clean. Please feel free to contact us by telephone, e-mail or through our website. Bleach and abrasive products are only used at the customer’s request and risk.


Quotations and estimates

Domestic and office cleaning: If any estimates of how long it will take the cleaning operatives to complete the job required are being provided, that is only an estimate based on the average time it takes to clean a home or an office of similar size to the client's. The client agrees that it is difficult to estimate precisely how long such tasks may take due and that a degree of flexibility may be required.

All prices quoted over the phone and online are estimated and  based on the information given by the customers. All Prices should be confirmed on site  (verbal  or written) with the client prior to the start of the work, in order to avoid discrepancies or misunderstanding that may occur .Differences between the quoted price and actual work to be carried out at the time of visit, which is in excess of 10% will be discussed with the Client prior to the start of the work. In such cases the Client will have to pay £20.00 cancellation fee if they decide not to accept the updated price.



Payments

Payment must be made on completion of the service.  Please leave cash . Payment can be made by standing order or BACS. Although greatly appreciated and a powerful way to say ‘Thank you’, the client understands that tipping is not required.

 


Complains and Claims

Big&Small Cleaning Solutions Ltd do not make refunds, once the cleaning service has been carried out.. Refund will be issued only if a cleaning operative has not been able to complete the cleaning due to reasons beyond the client’s responsibility. If the client is not satisfied with any of our services, the client must report complaint on completion of the service or in the following 24 hours Complaints are accepted in writing (e mail or Fax). Since customer satisfaction is our number one priority, Big Small will fully investigate any complaint and will attempt to resolve it to the satisfaction of the client, or alternatively to a reasonable standard. When needed we will arrange for a cleaner to revisit the client's house to complete any job in question to the client's satisfaction. The client agrees to allow our cleaning operatives back to re-clean any disputed areas or items before arranging a third party to carry out cleaning services. Damaged item(s) are replaced with same or similar item(s), not monetary compensation or service refunds. If a professional needs to be hired to fix something, the professional must be ordered by Big&Small Cleaning Solutions Ltd to ensure legitimacy. Independent action to correct the damage or reclean missed areas by the customer or a third party will automatically render the claim invalid unless Big&Small Cleaning Solutions Ltd agrees prior by writing.

Cancellation

Our cancellation charges depend on the notice given and are as follows; 2 working day(48h) –no charge, 1 working day(24h)- 25%, Same day 50%, upon arrival 75% of the price of one cleaning visit. The Client may terminate the whole agreement by giving at least two weeks advanced notice in writing and specifying the last cleaning date. The clients agrees to pay the cancelation charges that apply to him/her. The Client agrees to pay the full price of the cleaning visit in the event of a lock-out caused by our cleaners being turned away; no one home to let them in; or problem with the client's keys. If keys are provided they must open the lock without any special efforts or skills. The Client agrees to pay the full price of one cleaning visit in case of a termination of the service if the Client has given less than Two weeks advanced notice.

After Cancellation of the service

The client may not use the service of our operatives one year after cancelling our services. By entering into a service agreement with Big&Small Cleaning Solutions Ltd, the client agrees that after the termination of the cleaning service he/she will not use the service of any of the introduced operatives one year after cancelling our services.  If the client does wish to hire or use operative provided by us, then he/she must pay a referral fee of £1,000.