Terms and Conditions
By placing an order either over the phone, email or website, the customer has verbal or written agreement and is bound to Clean Natural’s Terms and Conditions.
1.1. The customer agrees to read and accept our Terms and Conditions and provide their card details at the Order Form prior to the first cleaning visit.
1.2 The customer agrees that payment for the Agency fee can be taken within 1-3 days after the cleaning session completed via Stripe secure online system.
1.3 Minimum duration of 3 hours per cleaning visit applies to all domestic cleaning services.
1.4 The Client Service Managers can only give a rough estimate of the duration of the cleaning service, which is based on a basic description of the customer’s house. Please note that duration may vary on the cleanliness and personal requirements. Therefore, a degree of flexibility is required.
1.5 Customer agrees to provide a task list before Cleaning take place. All necessary eco-friendly cleaning detergents and some equipment can be provided by Clean Natural. However, certain cleaning equipment (see the FAQ for detailed list) need to be provided by the customer for the required work, unless other arrangements have been made with Clean Natural. All cleaning equipment should be safe and in full working order.
1.6 Clean Natural do not usually provide key handling services. If the collection of the key is required to access the property, then please let us know in advance so we can try to find a solution.
1.7 Clean Natural will not be responsible for triggering any alarm systems. The customer should give any special instructions for deactivation/activation of any household alarm systems.
1.8 The customer understands that the price quoted over the phone or email does not include anything apart from domestic cleaning.
- MAKING A BOOKING
2.1 At Clean Natural you can book and pay for Cleaning Services which are provided by our self-employed Cleaner Contractors.
2.2 You may only make a booking if you are aged over the age of legal majority in your jurisdiction. We may ask you to provide Clean Natural with a valid proof of identity in a form reasonably acceptable to us upon request.
2.3 You may only make a booking for your personal use, or for the use of a person, including a company or other organisation which you are authorised to represent. Likewise, you may only book Services with respect to a location where you are legally authorised to have services such as the Services performed.
2.4 You can select which Services you require, at what location, for how many hours and the time for those Services to be provided through Clean Natural. On selection of the relevant details, we will notify you of the costs of the Services based on those details.
2.5 When submitted your Order form, one of our Customer Service Managers will contact you by phone or email to discuss details of your bookings and to acknowledge receipt of that booking. We will then send you an Order Confirmation by e-mail. The Order is subject to such confirmation. The contract between you and the Service Provider will be formed only when you are sent the Order Confirmation.
2.6 If your Order is for a Regular Cleaning Service, for example, where you book a household cleaner to be performed every week, we will automatically schedule that Regular Cleaning Service to occur on future dates indefinitely at the frequency you have requested. We cannot guarantee that the same Cleaner Contractor will attend each Regular Cleaning Service appointment.
3.1 Prices are based on the specified hourly rate, which depends on the frequency and type of the cleaning Service. There is a minimum of 3 hours applicable for Orders. If you have booked unused time we will refund any unused hours beyond any minimum hours applicable to your Order.
3.2 We will only take a £9 booking deposit when you make the booking, which will not be charged and it will be included in your first payment.
3.3 The price you will pay will be quoted and when you make on Order online via the Clean Natural website. Full payment will only be taken 1-3 days after the completion of your cleaning session.
The full price contains:
1) Cleaner fee calculated based on the duration of the cleaning service.
Payment for Cleaner fees can be made by cash or card. If payment made in cash, then it has to be paid directly to the Cleaner on completion of the service. If you pay the Cleaner fee in cash directly to the Cleaner, then you will receive an Invoice directly from your Cleaner.
Alternatively, you can pay your Cleaner by card payment for an additional £0.3/hour transaction fee applies. After completion of the cleaning session, we would send you the Invoice by email, what you can pay online. Payment required no longer 3 days after the cleaning session ended.
2) Agency fee due to Clean Natural as shown on your Invoice and calculated by reference to the number of hours worked by your Cleaner.
Payment for Agency fee can only be made by card. There is no additional transaction fee payable for Agency fee. Card payment for the Cleaner and Service fees will be taken from you within 1-3 days after the session completed. Your credit or debit card will be debited, which you have registered with Clean Natural on our website when making your booking. We use a third-party payment processing provider Stripe. We do not store your card details. All your card details are stored securely on Stripe’s servers.
3.4 The Customer agrees that any outstanding amount owed to Clean Natural or the Cleaner can be charged from the debit/credit card the customer has provided at the time of the booking.
3.5 Customer understands that any late payments may be subject to additional charges.
3.6 If payment cannot be collected from your card after 30 days of completion of your service then the account will be passed to our collections agency. After which a charge of 15% plus VAT 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.
3.7 Clean Natural reserves the right to suspend cleaning services if payments are cannot be taken from the client.
3.8 Prices are subject to change at any time. Our price list will be updated accordingly in Clean Natural website, but any such changes will not affect Orders for which you have already been sent an Order Confirmation prior to the date the change is published on Clean Natural website.
- COMPLAINTS AND CLAIMS
4.1 Complaints are accepted in writing by email. You can also call over the phone, however, we might request you to send the detailed complaint by email. Complaints must be reported on completion or in the following 24-hours.
4.2 The customer 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.
4.3 Clean Natural may take up to 1 working day to respond to a complaint.
4.4 Customers must report to Clean Natural before the first cleaning start, if they have any delicate surfaces such as porous stone (marble, granite, etc..), unsealed hardwood or any other delicate surfaces requiring special attention when cleaning. Failure to do so and the Cleaner unknowingly uses inappropriate cleaning solution to clean these special surfaces, the damage caused might not be covered by the Insurance Policy.
4.5 All fragile and highly breakable items must be secured or removed. Items excluded from liability are cash, jewellery, items of sentimental value (the customer will be credited with the items present cash value), art and antiques.
4.6 Clean Natural requires the presence of the customer or his/her representative in the beginning and at the end of the cleaning session as an inspection can be carried out and if any corrections, should be made on the same day.
4.7 Key replacement/locksmith fees are paid only if our Cleaners lose the keys. There is a £30 per household liability limit.
4.8 Clean Natural agrees to keep all customers’ information confidential.
4.9 In case of damage Clean Natural will repair the item at its cost. If the item cannot be repaired Clean Natural will rectify the problem by crediting the customer with the item’s present actual cash value toward a like replacement.
4.10 We advise that you exercise caution and common sense to protect your personal safety and property, as you would when interacting with any person who you do not know. We do take reasonable measures to ensure suitability and quality of our Cleaner Contractors, including conducting interviews, obtaining proof of identity and address, and obtaining references.
4.11 We also cannot guarantee that every Cleaner Contractor is suitable for your purposes. We may discontinue supplying work for Cleaner Contractors based on any feedback you or other users provide in relation to that Cleaner Contractor if it deems appropriate, but are under no obligation to do so.
5.1 Clean Natural has a Public and Employer’s liability insurance underwritten by Hiscox Insurance Company Limited. The policy will cover any accidental damages caused by an operator working on behalf of Clean Natural, reported within 24 hours of service date.
5.2 There is £250 excess on any claim, of which £100 are paid by customer and £150 by Clean Natural.
5.3 Clean Natural reserves the right to refuse to share any of the confidential company’s documents.
- CUSTOMER SATISFACTION
6.1 Customer understands that he/she is not entitled to any refunds.
6.2 If the customer is not completely satisfied with a cleaning job, Clean Natural will re-clean any areas and items to customer’s satisfaction. Therefore, the customer must allow the same cleaner or another cleaner if necessary to be returned.
6.3 Customer must be present at all times during the recovery-clean. Clean Natural reserves the right not to return a cleaner more than once.
7.1 Clean Natural reserves the right not to be liable for:
7.2 Completing tasks which are not stated on our task list;
7.3 Cleaning jobs not complete due to the lack of suitable cleaning detergents and/or equipment in full working order, hot water or power;
7.4 Third party entering or present at the customer’s premises during the cleaning process;
7.5 Wear or discolouring of fabric becoming more visible once dirt has been removed;
7.6 Failing to remove old/permanent stains that cannot be removed using standard carpet cleaning methods;
7.7 Existing damage or spillage that cannot be cleaned/removed completely using provided by the customer cleaning detergents and equipment or standard carpet cleaning equipment;
7.8 Any damages caused by a faulty or not in full working order detergents/equipment supplied by the customer.
7.9 If the customer has got items which need special cleaning methods and special cleaning detergents, Clean Natural reserves the right to refuse the provision of the cleaning detergents.
7.10 Clean Natural will advise the client to provide the specific cleaning detergents and to pass cleaning instructions to the Client Service Managers, when placing the order or give instruction to the present cleaner.
8.1 Customer may cancel or adjust the time of a cleaning visit/s by giving at least 24 hours advanced notice for regular cleaning. 48 hours’ notice needed for one-off cleanings prior to scheduled cleaning session.
8.2 Customer agrees to pay 50% of the full price of a cleaning visit if the customer cancels or changes the date/time less than 24 hours prior to the scheduled appointment for regular and less than 48 hours for one-off cleanings.
8.3 Customer may terminate the cleaning service in writing (via email) and specify the last cleaning date.
8.4 Customer agrees to pay the full price of the cleaning visit in the event of a lockout caused by our cleaners being turned away; no one home to let them in; or problem with customer’s keys. If keys are provided they must open the lock without any special efforts or skills.
8.5 By accepting the Terms and Conditions of Clean Natural, the customer agrees that after the termination of the cleaning service he/she will not hire or use any domestic services provided by a present or past cleaner introduced to the customer by Clean Natural. If the customer wishes to hire or use domestic services provided by such a cleaner then he/she must pay a referral fee of £400.
8.6 If a Service Provider fails to attend the agreed location to provide the Cleaning Services requested, please notify us within 24 hours following the scheduled start time of the visit. If still required, make another request for the relevant Service to be provided by the Cleaner Contractor (or another Cleaner Contractor) at another mutually agreeable time. We will not charge you or offer you a full refund in respect of the relevant amount, if you do not wish to rearrange the visit.
- GOVERNING LAW AND JURISDICTION
9.1 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.
9.2 Each of these Booking Terms and Conditions operate separately. If any court or competent authority decides that any of them are unlawful or unenforceable, the remaining conditions will remain in full force and effect.
- CHANGES IN TERMS AND CONDITIONS
We may amend these Booking Terms and Conditions from time to time. Clean Natural reserves the right to make any changes to any part of these terms and conditions without giving any prior notice. We may also notify you of any changes by e-mail. You should check these Booking Terms and Conditions each time you wish to make a booking with Clean Natural. Please, make sure that you understand our terms which will apply at the time. If you do not agree to any such changes, please stop using Clean Natural.