Terms and Conditions

  1. Introduction and Definitions

1.1. In these Terms of Business the following definitions apply:

“THW Cleaning”, “Business”, “We”, “Us” - means THW Cleaning t/a L. Vida with Office Address:  Suite V0035 265-269 Kingston Road Wimbledon London SW19 3NW.

“Cleaner” - means the person or firm carrying out cleaning services on behalf of THW Cleaning

“Client” - means the person, firm or corporate body together with any subsidiary or associated company as defined by the Companies Act 1985, to who the cleaning services are supplied by THW Cleaning

“Service” - means the domestic help, cleaning and ironing services carried out on behalf of THW Cleaning

“Cleaning Visit”, “Visit” - means the visit to the Client’s service address by the Cleaner in order to carry out the Service.

1.2. THW Cleaning acts as introduction business between the Client and the Cleaner. The Cleaner is under the Client’s supervision, control and responsibility. The Cleaner is contracted by THW Cleaning and is self-employed.

1.3. THW Cleaning agrees to provide vetted, reliable, insured and experienced Cleaners to carry out general domestic help, cleaning and ironing service only, unless otherwise agreed in writing.

1.4. The Client is to ensure that all the necessary cleaning materials are in stock on each Visit, are safe to be used by the Cleaner and the equipment supplied( vacuum cleaner, mop, etc.) is in full working order, so the Cleaner can carry out the required cleaning and ironing tasks, unless otherwise agreed in writing.

1.5. The Headings contained in these Terms are for guidance and convenience only and do not affect their interpretation.

  1. Contract

2.1. These Terms and Conditions represent a contract between THW Cleaning and the Client.

2.2. The Client agrees that by booking THW Cleaning’s services by phone, fax, email or its website, is bound by the THW Cleaning’s Terms and Conditions.

2.3. These Terms and Conditions shall prevail over any other terms of business, purchase conditions, alterations or variations put forward by the Client, unless otherwise agreed or approved in writing by an authorised representative of THW Cleaning.

2.4. These Terms and Conditions are governed by the relevant United Kingdom law, and by agreeing to be bound by them the Client agrees to submit to the exclusive jurisdiction of the relevant courts of the United Kingdom.

  1. Service Cost

3.1. The Client, who books the Service, agrees to pay THW Cleaning the invoiced hourly rate, unless otherwise advised in writing. There are no additional fees or charges on top of the hourly rate. The Client is to ensure all required cleaning materials and equipment are provided to the Cleaner on each Visit, unless otherwise advised in writing.

3.2. The Client who books carpet, upholstery, oven or window cleaning service should email/ call THW Cleaning for more information and quotation.

  1. VAT

4.1. There is no VAT charged and the Business is not VAT registered.

  1. Equipment

5.1. Cleaning materials (detergents, solutions, towels, cloths, gloves) and equipment (vacuum cleaner, iron, ironing board, mop, brush and broom etc.) must be provided by the Client. All equipment must be safe to operate, in full working order and must not require any special skills to be used for the purpose of cleaning.

5.2. The Client agrees to warn THW Cleaning of any appliances that are poorly fixed or not in full working order within a reasonable timeframe. The Client agrees to warn THW Cleaning if there are more specific surfaces in the premises, which need special care and has to be treated by specific cleaning material and manner (e.g. marble, granite, wooden, metal surfaces, grouting etc.).

5.3. If the Client has equipment that is complicated to operate, the Client must provide clear and detailed written instructions to THW Cleaning.

5.4. Detailed list of cleaning specifications (cleaning tasks) will be provided by the Client prior to Service commencing. If only verbal description of the tasks has been provided, THW Cleaning shall not be responsible for any tasks not carried out.

  1. Payment

6.1. THW Cleaning will email an invoice. The Client agrees to remit payment via online bank transfer, cheque or standing order - strictly no later than fourteen days from the date of the invoice. Late payment fee/interest or charges may apply. THW Cleaning reserves the right to suspend the cleaning service if payment is not made within fourteen days.

6.2. THW Cleaning reserves the right to charge interest on invoiced amounts unpaid for more than 30 days from the due date until the date of actual payment.

6.3. If THW Cleaning is forced to refer the Client’s account for collection to a third party, then extra costs may be added to the outstanding amount by the debt collecting company.

6.4. Any bank charges incurred due to a Client’s cheque being returned unpaid may be passed to the Client at a flat rate of £25.00 per cheque.

  1. Cancellation of the Service

7.1. The Client is liable to pay the full price of the Cleaning Visit, if: 1) The Client cancels or changes the date/time less than 1 working day prior to the scheduled appointment; 2) The Client fails to provide access to the service premises consequently preventing THW Cleaning to carry out the booked work; 3) There is a problem with the Client's keys and the Cleaner(s) cannot let themselves in. If keys are provided they must open all locks without any special efforts or skills. If THW Cleaning reduce or waive the full price of the Cleaning Visit after the cancellation of the service as described above, they may do so at their discretion and this does not constitute a waiver to the cancellation term.

7.2. If the Client needs to change a cleaning day or time we will do our best to accommodate the Client. A minimum of 1 working days’ notice is required. Please note that THW Cleaning cannot guarantee that the same Cleaner will be available on the new day and at the time the Client requires. Any changes in the cleaning schedule are subject to availability. Office opening hours are Monday-Friday 9am – 6pm.

7.3. The Cleaners may work on any day of the week including Bank Holidays. However, if the Client’s Cleaning Visit is due on a Bank Holiday then the Client needs to confirm with THW Cleaning whether or not they require Service on that day.

  1. Termination of Contract

8.1. There are no minimum terms of a contract. However, if the Client decides to terminate the services, two weeks written notice is required. Failure to do that may result in a £50.00 cancellation fee.

  1. Private Employment Fee

9.1. The Client is liable for a private employment fee of £850 per person, should the Client directly employ (either legally or on a cash basis) any person or firm sub-contracted or employed by THW Cleaning, who was introduced to the Client by THW Cleaning in order to carry out the Service within the 1 year period prior to such private employment. The Client agrees to pay this fee whether the Client notifies THW Cleaning of their action or if THW Cleaning discovers this employment independently at any time after it occurs.  The Client further agrees to reimburse THW Cleaning for any and all collection or legal fees THW Cleaning incurs in collecting this fee.

  1. Claims, Complaints and Insurance

10.1. THW Cleaning has a £250.00 per location liability/excess limit. THW Cleaning and the Cleaners do not hold Public Liability Insurance. The Client agrees to provide his/her home insurance details to THW Cleaning and to use his/her insurance for any claim made. The Client agrees that he/she is liable to pay above £250.00 excess for any claim made.

10.2. The Client agrees that due to the nature of the service THW Cleaning guarantees only to correct any problems reported within 24 hours. THW Cleaning may require entry to the location of the claim within 24 hours to correct the problem. Any refunds or adjustments must be requested to THW Cleaning directly and are subject to approval by THW Cleaning.

10.3. The Client understands that THW Cleaning will fully investigate any complaint and attempt to resolve it to the satisfaction of the Client, or alternatively to a reasonable standard.

10.4. The Client agrees to allow THW Cleaning back to re-clean and inspect any disputed areas/items before arranging a third party to carry out services.

10.5. The Client must be present at all time during the recovery clean.

10.6. THW Cleaning reserves the right to only offer one recovery clean per service.

10.7. While the Cleaner makes every effort not to break items, accidents do happen. For this specific reason, THW Cleaning requests all irreplaceable items (whether monetarily, antiques or sentimentally valuable) to be stored away and /or not cleaned by the Cleaner.

10.8. In case of damage, proven to be done by the Cleaner, THW Cleaning will repair the item at its cost. If the item cannot be repaired THW Cleaning will rectify the problem by crediting the customer up to 50% of the item's present actual cash value towards a like replacement from a Business’s source upon payment of the invoice of the Services completed. There is a £250.00 per location liability limit.

10.9. THW Cleaning 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.

10.10. No claims shall be entertained if the Client has an outstanding balance aged more than 14 days.

10.11. Any attempt to commit insurance fraud or any use of false information to commit any type of fraud will be prosecuted to the fullest extent of the law together by THW Cleaning and the Insurance Provider(s). Monetary compensation as well as legal fees may incur.

10.12. If the Client is unpleased with the Service, We ask that the Client notifies THW Cleaning as soon as they notice anything that might be to their dislike by emailing: info@thwcleaning.co.uk or calling 07716 625570. 24 hours’ notice period applies.

10.13. THW Cleaning reserves any right to refuse disclosure of confidential documents relating to THW Cleaning and its suppliers and associates.

10.14. Key replacement/locksmith fees are paid only if keys are lost by the Cleaner. There is a £250.00 per location liability limit. THW Cleaning shall not be liable for keys given directly to the Cleaner without prior notification to THW Cleaning.

  1. Liability

11.1. THW Cleaning shall not be liable under any circumstances for any loss, expense, damage, delay, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Client arising from or in any way connected with a late arrival of the Cleaner at the provided service address. The Cleaner aims to be right on time on any Visit but sometimes due to transport related and other problems which are beyond THW Cleaning’s or Cleaner’s control, the Cleaner may arrive with a delay or the Cleaning Visit may be re-scheduled.

11.2. THW Cleaning shall not be liable under any circumstances for any loss, expense, damage, delay, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Client arising from or in any way connected with: 1.) The service not complete due to the lack of suitable/enough cleaning materials, lack of hot water or electricity, or equipment not in full working order; 2.) Third party entering or present at the Client’s premises during the cleaning process; 3.) An existing damage to Clients property in the form of old stains/burns/spillages etc. which cannot be cleaned/removed completely by the Cleaner using the Client’s cleaning equipment and materials; 4. Any damages caused by faulty/not in full working order equipment or materials supplied by the Client.

11.3. THW Cleaning shall not be liable under any circumstances for any loss, expense, damage, delay, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Client arising from or in any way connected with THW Cleaning carrying out services for the Client if the Client has an outstanding amount aged 14 days or more from the date the payment was due.

11.4. The Client understands and agrees that THW Cleaning may record all incoming and outgoing phone conversations for quality control, record keeping and back-referral for any inquiries or investigations.

  1. Additional Terms.

12.1. THW Cleaning reserves the right to amend the rates of the Client’s initial Visit at any time and at their own discretion, including but not limited to: 1) The Client’s initially requested tasks change; 2) The Client’s Visit frequency requirements change.

12.2. The Client agrees and understands that if any estimates of Cleaning Visit duration are given, they are not precise and they might change, depending on the individuality of each property, required tasks, property conditions, provided equipment, unforeseen circumstances.

12.3. The Client understands that the price quoted is for labour only, unless otherwise agreed in writing.

12.4. The Client agrees that all fragile items, highly breakable items, antiques, items of sentimental value must be secured or removed away from the Cleaner prior to the Cleaning Visit.

12.5. The Cleaners are not allowed to use and work with Hazardous Substances. THW Cleaning advises the Client to avoid supplying such products to the Cleaner. The Client agrees and understands that THW Cleaning shall not be liable under any circumstances for any damages to Client’s property caused by Hazardous Substances, which were provided by the Client.

12.6. THW Cleaning shall not be liable for the shrinkage of carpets as a result of poor fitting.

12.7. The Client agrees that THW Cleaning is not responsible for any damage caused as a result of the Client placing furniture on a carpet which has not completely dried.

12.8. The Client agrees that THW Cleaning is not liable for any wear or discolouration of fabric that becomes more notable once dirt is removed.

12.9. The Client agrees that THW Cleaning is not liable for any damages caused by faulty products/equipment provided by the customer.

12.10. THW Cleaning reserves the right to make any changes to any part of these Terms and Conditions.

  1. Waiver

13.1. The failure of any party to insist upon strict performance of any provision of this contract or the failure of any party to exercise any right or remedy to which they are entitled hereunder shall not constitute a waiver thereof and shall not cause a diminution of the obligations under this contract.

13.2. No waiver of any of the provisions of this contract shall be effective unless it is expressly stated to be such and signed by all the parties to this contract.

  1. Recommendation Bonus.

14.1. THW Cleaning will top up the account of any Client with one-time credit of £10.00 for recommending another Client, who books regular service with THW Cleaning. The Credit will be due after the new Client has completed his fourth visit with THW Cleaning.