TERMS & CONDITIONS

Although we do not require an official signed contract between Marvel Maids and yourselves before commencing the agreed services, we do require that you read the following Terms & Conditions.

You agree to our Terms & Conditions as stated below by way of instructing Marvel Maids to carry out the services you require. We (Marvel Maids) reserve the right to terminate our services immediately at your property should the following not be adhered to.

SERVICES
  • REGULAR DOMESTIC CLEANING
    • The customer agrees to pay the agreed hourly rate by cash, cheque or BACS.

    • Marvel Maids reserves the right to suspend cleaning services if payments are missed.

    • Minimum duration of 2 hours per cleaning visit applies for all domestic cleaning services.

    • The sales advisors 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, therefore a degree of flexibility is required.

    • Customer agrees to provide a task list unless other arrangements have been made with Marvel Maids.

    • All cleaning equipment and products will be supplied by Marvel Maids.

    • All cleaning equipment will be in full working order.

    • The customer is required to inform Marvel Maids for commencement of services if anyone in the household has any allergies to any ingredients that could be in our cleaning supplies.

    • Perfect Clean will not be responsible for triggering any alarm systems. The customer should give any special instructions for deactivation/activation of any household alarm systems.

    • Where the Customer will not be at the property to let Marvel Maids in to carry out services, a key must be provided of which we will keep in a safe locked place for use only at the time and date agreed.

    • The customer understands that the price quoted over the phone or email does not include anything apart from cleaning and ironing labour.

  • END OF TENANCY CLEANING
    • Marvel Maids reserves the right to amend the initial quotation, should the client's original requirements change.

    • The customer understands that the price quoted is not a "package deal" and includes only cleaning labour.

    • Minimum duration of 4 hours per cleaning visit applies.

    • Customer agrees to provide a task list unless other arrangements have been made with Marvel Maids.

    • All cleaning equipment and products will be supplied by Marvel Maids.

    • All cleaning equipment will be in full working order.

    • The sales advisors 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 therefore a degree of flexibility is required.

    • The customer is advised that an end of tenancy cleaning may take double the length of time required for a general cleaning. After Builders Cleaning, After Party Cleaning or Badly neglected homes may take up to three times longer than a well maintained home requiring general cleaning.

  • ONE-OFF CLEANING / SPRING CLEANING
    • Marvel Maids reserves the right to amend the initial quotation, should the client's original requirements change.

    • Minimum duration of 3 hours per cleaning visit applies.

    • Customer agrees to provide a list of tasks unless other arrangements have been made with Marvel Maids.

    • All cleaning equipment and products will be supplied by Marvel Maids.

    • All cleaning equipment will be in full and safe working order.

    • The customer understands that the price quoted is not a "package deal" and includes only cleaning labour.

    • The sales advisors 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 therefore a degree of flexibility is required.

    • The customer is advised that an end of tenancy cleaning may take double the length of time required for a general cleaning. Post Construction/ After Builders Cleaning, Post Party Cleaning or Badly neglected homes may take up to three times longer than a well maintained home requiring general cleaning.

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 on completion, please make the cheque payable to 'Marvel Maids'.

  • Payment can be made by BACS - details available upon request.

  • Customer 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 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.

COMPLAINTS & CLAIMS
  • 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 customer to no refunds or recovery cleanings.

  • If the customer has scheduled an inventory check then it must be scheduled to commence no later than 24 hours after the cleaning job has been carried out.

  • Marvel Maids may take up to 7 working days to respond to a complaint.

  • Marvel Maids will not accept a complaint based on an Inventory check report, filed more than 24-hour after the cleaning session.

  • Complaints are accepted verbally over the phone and in writing (letter or email). 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, jewellery, items of sentimental value (the customer will be credited with the items present cash value), art and antiques.

  • Key replacement/locksmith fees are paid only if keys are lost by our operatives. There is a £30 per household liability limit.

  • Marvel Maids agrees to keep all customers information confidential. Please see our Privacy Policy.

  • In case of damage Marvel Maids will repair the item at its cost. If the item cannot be repaired Marvel Maids will rectify the problem by crediting the customer with the item's present actual cash value toward a like-for-like replacement from a Marvel Maid's source upon payment of cleaning services rendered.

 

LIABILITY​
  • Marvel Maids reserves the right not to be liable for:

    • Completing tasks which are not stated on our task list;

    • Cleaning jobs not complete due to the lack of suitable hot water or power;

    • Third party entering or present at the customer's premises during the cleaning process;

    • Wear or discolouring of fabric becoming more visible once dirt has been removed;

    • Failing to remove old/permanent stains that cannot be removed using standard cleaning methods;

    • Any damages caused by a faulty or not in full working order detergents/equipment supplied by the customer

    • If the customer has got items which need special cleaning methods and special cleaning detergents, Marvel Maids reserves the right to refuse the provision of the cleaning detergents upon undertaking a risk assessment to our cleaners

CANCELLATION
  • REGULAR DOMESTIC CLEANING
    • Customer may cancel or adjust the time of a cleaning visit/s by giving at least 24 hours advanced notice.

    • Customer agrees to pay 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.

    • Customer 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 a problem with customer's keys.

    • If keys are provided they must open the lock without any special efforts or skills.

    • Customer may terminate the cleaning service by giving fourteen calendar days (14 days) advanced notice in writing (via email) and specifying the last cleaning date.

  • END OF TENANCY CLEANING:
    • 48 hours notice is required if customer should either decide to cancel or re-schedule a cleaning appointment.

    • Customer agrees to pay 40% of the quote as a cancellation fee if the customer cancels or changes the date/time less than 48 hours prior to the scheduled appointment.

    • Customer agrees to pay 40% of the quote as a cancellation fee in the event of a lock-out cased by our cleaners being turned away; no one home to let them in; no water or power available at customer's premises; or problem with customer's keys.

    • If keys are provided they must open the lock without any special efforts or skills. If an initial deposit has been paid to Marvel Maids then the customer agrees that deposit funds may be used to cover the cancellation fee.

  • ONE-OFF CLEANING:
    • 48 hours notice is required if customer should either decide to cancel or re-schedule a cleaning appointment.

    • Customer agrees to pay 40% of the quote as a cancellation fee if the customer cancels or changes the date/time less than 48 hours prior to the scheduled appointment.

    • Customer agrees to pay 40% of the quote as a cancellation fee in the event of a lock-out cased by our cleaners being turned away; no one home to let them in; no water or power available at customer's premises; or problem with customer's keys.

    • If keys are provided they must open the lock without any special efforts or skills. If an initial deposit has been paid to Marvel Maids then the customer agrees that deposit funds may be used to cover the cancellation fee.

 

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. Marvel Maids reserves the right to make any changes to any part of these terms and conditions without giving any prior notice. Should any of the above clauses change all existing customers will be notified. Please check this website for updates.

MARVEL MAIDS - DOMESTIC CLEANERS AND CLEANING SERVICES IN SNODLAND, MAIDSTONE, LARKFIELD AND WEST MALLING, KENT

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