By placing an order over the phone, the website the customer has written or verbal agreement and it is bound to NoStains Terms and Conditions.
CARPET/UPHOLSTERY CLEANING SERVICES
All carpet/upholstery cleaning orders are subject to £50.00 minimum call out charge.
NoStains reserves the right to amend the initial quotation should the Client’s original requirements change.
Differences in excess of 10% will be discussed with the Client prior to the start of the work.
Key collection for the premises will be charged £10 if outside the postcode area. If the Client has a dog, cat or other hairy animal hair slowing down the cleaning process additional 30% extra charge will be added to the service price.
If water extraction is required due to flooding 30% extra charge will be added to the service price.
Central London congestion charge and parking will be added to the Client’s invoice unless a different agreement was made.
If the Client premises are above the second floor of a building with no lift additional charge of £10 will apply.
NoStains reserves the right not to continue with the job if, on inspection, it is found that the material to be cleaned or treated is not suitable for cleaning or treatment. NoStains also will not continue with the job if for example water or power is not available or if there is interference in the work from the Client or any other person.
PAYMENTS
Payment is requested on completion on the day of the cleaning session.
Payment can be made in cash on completion of the service.
Payment can be made by cheque payable to Nostains Ltd. on completion of the service. If paying by cheque, cheque guaranty card is required and the Client will be responsible for all bank and legal charges resulting from a dishonored cheque.
The Client agrees and authorizes NoStains Ltd to charge any outstanding amount owed to NoStains with regards to the cleaning services provided plus parking and congestion charges fees (if any) and up to the total amount of the booked services to the debit/credit card the Client’s has provided.
Client understands that any ‘late payments’ may be subject to additional charges.
If payment is not made after 30 days of invoice then the account will be passed to a collections agency, after which a charge of 15% on top of the initial invoice due, will be added to the debt. You agree as part of this contract to pay this sum which represents our reasonable costs in collecting the unpaid amounts.
All payments must be made in Great Britain Pounds.
COMPLAINTS AND CLAIMS
Client accepts and understands that poor service, breakage/damage or theft must be reported within 24 hours from the service date. Failure to do so will entitle the customer to no refunds or recovery cleanings.
NoStains requires the presence of the Client or his/her representative in the beginning and at the end of the cleaning session so an inspection can be carried out and if any corrections are needed, should be made on the same day. If a Client is not completely satisfied with the cleaning services, NoStains will re-clean any areas and item/s before the completion of the service on the same day
If the Client has scheduled an inventory check then it must be scheduled to commence no later than 24 hours after the job has been done.
NoStains may take up to 5 working days to respond to a complaint.
Nostains will not accept a complaint based on an Inventory report, filed more than 24-hours after the cleaning session.
Complaints are accepted in writing (letter, email or Fax). Complaints must be reported on completion or in the following 24-hours.
All fragile and highly breakable items must be secured or removed. Items excluded from liability are cash, jewelry, items of sentimental value, art and antiques.
Key replacement/locksmith fees are paid only if keys are lost by our carpet technicians. There is a £30 per household liability limit.
The client should appreciate that carpets often will not have a consistent appearance after cleaning by reason of differences in wear and tear. Sunlight will sometimes cause fading or discoloration in areas of the carpet and cleaning cannot rectify this. Stains are not always visible before dirt is removed and it might not be possible to remove those stains completely. NoStains will use its best efforts to provide a good result but Clients are asked to be aware of these limitations which are common to all cleaning operations.
In case of damage, Nostains will try to repair the item/s if it agrees that it caused the damage. If the item/s cannot be repaired NoStains will rectify the problem through its insurance company by crediting the Client with the item/s if it is proven to be by our personnel.
NoStains reserves the right not to be responsible for: delay for a cleaning visit due to a traffic congestion, postponed service due to broken equipment, job not complete due to lack of hot water or power and suitable cleaning materials and/or equipment in full working order provided by the Client, third party entering or present at Client’s premises obstructing the cleaning process, accidental damages worth up to £50 or less.
INSURANCE
Nostains is using subcontractors. All carpet technicians have Public liability insurance. The policy will cover any accidental damages caused by an operator working on behalf of NoStains, reported within 24 hours of service date.
Insurance cover does not include anything that may break down or stop working at any time such as any items, instability of which the Client is already aware of such us bathroom appliances or any fixtures. The Client is obliged to warn the Company or the cleaner about appliances that are poorly fixed or not in full working order.
NoStains reserves the right to refuse to share any of the confidential company’s documents.
CLIENT SATISFACTION
Client understands that he/she is not entitled to any refunds.
If the Client is not satisfied with the cleaning service provided and a complaint has been placed in the state 24 hours after the job has been completed, NoStains reserves the right to return a cleaner and re-clean any areas and items to Client’s satisfaction. Therefore the Client must allow the cleaner to be returned and he/she should be at present at all times during the re-clean visit.
NoStains reserves the right to return a cleaner, not more than once.
CANCELLATION
The client may cancel the scheduled cleaning job up to 24 hours prior to the agreed start time or by Saturday at 12 pm if the clean is scheduled on Sundays or Mondays.
Client agrees to pay 50% of the quote as a cancellation fee if he/she cancels or changes the date/time less than 24 hours prior to the scheduled appointment or by Saturday at 12 pm if the clean is scheduled on Sundays or Mondays.
Clients agree to pay 50% of the quote as a cancellation fee in the event of a lockout caused by our cleaners being turned away; no one home to let them in; no water or power available at Client’s premises or problem with clients keys. If keys are provided they must open the lock without any special efforts or skills.
If an initial deposit has been paid to NoStains then Client agrees that deposit funds may be used to cover the cancellation fee.
AFTER CANCELLATION OF THE CLEANING SERVICE
By entering into a service agreement with NoStains Ltd., the Client agrees that after the termination of the cleaning service he/she will not hire or use any services provided by a present or past cleaner introduced to the Client by the company. If the Client wishes to hire or use domestic services provided by such a cleaner then he/she must pay a referral fee of £2000.
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. NoStains Ltd. reserves the right to make any changes to any part of these terms and conditions without giving any prior notice.
