Terms & Conditions
1. Contacting us
Our Head Office is open from 9.30am until 2:30pm Monday to Friday and we will be happy to help with any query you may have.
Please note that our offices are closed during all UK bank holidays.
All voice messages left on our answer machine and any emails sent after 2.30pm on a weekday will not be received or acted upon until the following working day at 9.30am.
2. Complying with our Terms and Conditions
When making your first booking with us you will have been provided with this copy of our company terms and conditions via email, which we require you to sign to indicate that you are aware of our company terms and conditions and that if you have any questions relating to them you can call or email us for clarification prior to proceeding with our cleaning services.
By proceeding with your first clean you are agreeing to comply with our company terms and conditions as stated. Please note that we cannot proceed with your service if we have not received your signed signature sheet.
3. Definitions of Contract
3a. These Terms and Conditions represent a contract between Rosa Clean LTD and the Client.
3b. The Client agrees that by booking Rosa Clean LTD services by phone, email, its website, or through one of one of the service providers. He/she is bound by the Rosa Clean LTD Terms and Conditions specified within this contract.
3c. 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 a director of Rosa Clean LTD.
3d. These Terms and Conditions are governed by the relevant English 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.
4. Our services
Your Quality Manager and Quality Spot Checks
Your Quality Manager’s role is hugely important as they are responsible for carrying out and assessing the standard of your cleaners work specific to your individual requirements whilst at your home or workplace. These quality spot-checks are made regularly and randomly and usually toward the end of your cleaners shift and will be measuring and documenting the quality, punctuality, reliability and delivery of your cleaning service.
Alternatively, you can request a Quality spot-check should you be dissatisfied in any way with your cleaner’s performance or would like to update your cleaning routine. It is important for you to know that requesting a spot-check does not mean you get your cleaner in trouble, in fact your cleaner will not be aware that you have made a request as they are part of an on-going assessment and will be carried out regardless. The information our Quality Managers gather on all of our cleaners throughout the year is used to adjudicate our Staff Awards. Needless to say that the rewards enable all of our cleaners to be further encouraged and inspired to clean to the highest possible standard each and every visit to your home or workplace. Please do keep in touch with us and let us know how things are going. Our Quality Managers will contact you from time to time and are aware of how busy you are so if we don’t hear back from you we will presume that no news is good news. Quality spot checks are scheduled in order of priority and are a mix of scheduled and random checks, so please do not leave any questions or concerns you may have until your next random spot check.
5. Service Rates
5a. Service fees are agreed between Rosa Clean LTD and the Client at the point of booking. The fee will not change without prior written notice of one month.
5b. The Client, who books Rosa Clean LTD services, agrees to pay the rate agreed at the point of booking, unless otherwise advised in writing. There are no additional fees or charges on top of the rate agreed.
5c. Rosa Clean LTD reserves the right to amend the rates of the Client’s visit at any time and in its own discretion, if: 1) The Clients initially requested hours change; 2) The Clients visit frequency requirements change.
5d. The Client agrees and understands that if any estimates of Service 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.
5e. The Client understands that the price quoted is for labour only.
6. Keys and Security
All of our staff are trained to key hold and are contractually obliged and trained to keep your private and personal security information safe and secure at all times. Access to and security of your property (including any property alarm code details) will be discussed at your consultation and an individual system will be put in place specific to your requirements.
Please ensure that any newly cut or copied keys work in your locks. It can be very disappointing for you to have your first scheduled clean cancelled due to you cleaner being unable to gain access.
7. Our Cleaners
Our Cleaning Team are professional, reliable and trustworthy and are trained to have the utmost respect for your home and/or workplace. We are extremely particular about the people we have in our team and assign to carry out your services. All of our people go through a stringent selection process that includes a full reference history and police check. Our cleaners are then comprehensively trained and insured and contractually obliged to clean to our trade mark high standards at each and every visit.
In order to attract and retain a competent calibre of staff, our cleaners are paid at a premium hourly rate, with additional monthly performance and reliability related bonuses. Our cleaners are regularly and randomly spot-checked by our team supervisors, wear a neat and tidy uniform and security photo identification badge. All of our cleaners are lawfully allowed to work in the UK and have excellent spoken and written English. Our cleaners are comprehensively trained and insured, motivated and incentivised to clean your property to a very high standard and every person is respected and rewarded for working hard and delivering your ideal clean.
8. Our Commitment to you
8a. We agree to provide vetted, reliable, insured and experienced Service Providers.
8b. We will always strive to replace your cleaner if on holiday, poorly or unsatisfactory. Please note the scheduled day and time may change, however, we will do everything in our power to find a suitable slot you are happy with.
8c. We will refund any fees due when a replacement cleaner cannot be found.
8d. We will always show and provide a prompt reply service to issues or questions raised.
8e. We will comply within the terms of the law at all times.
9. Your Commitment to us
9a. The client agrees to provide clear work requests and ensuring payment for services are made on time.
9b. The Client is to ensure that all the necessary materials are in stock on each visit, are safe to be used by the Service Provider and the equipment supplied is in full working order, so the Service Provider can carry out the required Service.
9c. The client must be aware that the service provider is not insured to and cannot carry out any work on the outside of the property in any circumstance. This applies to any type of task, including window cleaning.
9d. If a replacement cleaner is required and available in the case of a holiday / sickness / absence periods of the regular Cleaner. The client must be aware that the replacement may be scheduled for a different day and time. Rosa Clean LTD will communicate and work with the client to find the best slot.
9e. Bear the cost of recovery of fees in the event of non-payment.
10. Cleaning Products and Equipment
In order to maintain high standards of cleanliness and remain cost competitive, we ask that our clients provide their own cleaning materials and equipment, all of which will remain on your property and under your control. Please ask if you are interested in our rates for us supplying the cleaning products and equipment. Your cleaner will leave a note when you are running low on any supplies. In order to make the best use of your cleaner’s time you will be supplied with a recommended list of cleaning products and equipment.
Advice can be offered on all of the best domestic cleaning products and equipment to use in your home or workplace to achieve the very best results. All of the cleaning products used will be in accordance with your cleaning schedule specifications and the manufactures guidelines, however, if you wish for your cleaner to use a product that is not recommended for use on a particular surface in your home or workplace then you must be prepared to accept full responsibility for its use and potential harmful outcome and you will be made aware of this during your cleaning consultation.
Please ensure that you own electrical cleaning equipment, such as vacuums, irons, kettles and steam cleaners are in good condition and safe working order before your cleaner is required to use them.
Products and Equipment Summary
10a. Materials and Equipment 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 the Service.
10b. The Client agrees to warn both the Service Provider and Rosa Clean LTD of any appliances that are poorly fixed or not in full working order.
10c. The Client agrees to warn both the Service Provider and Rosa Clean LTD if there are more specific surfaces in the premises, which need special care and has to be treated by specific material and manner.
10d. If the Client has equipment that is complicated to operate, the Client must provide clear and detailed instructions both to the Service Provider and Rosa Clean LTD.
11. Payment
At Rosa Clean LTD you are invoiced per contracted cleaning hour worked and not by completed cleaning job, this means that you are able to budget for the cleaning service you receive and we are able to tailor your cleaning requirements accordingly.
11a. Irrespective of whether a Customer is using a Service Provider introduced by Rosa Clean LTD, such payments will continue until the agreement is terminated lawfully in accordance with the Termination section within this contract.
11b. Rosa Clean LTD will not refund any advance payment upon notice of Contract termination by the Customer. No refunds will be given during notice period. A service credit can be provided for fees paid in advance. If a Customer declines the service, no refunds will be made.
11c. If for any reason the Customer continues to pay Rosa Clean LTD following termination, Rosa Clean LTD reserves the right to charge a reasonable administration fee for each overpayment.
11d. Rosa Clean LTD reserves the right to claim interest at market rates for overdue payments.
11e. If Rosa Clean LTD 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.
One Off Service Payment
11f. One off service requires advanced payment prior to the service date.
Payment Methods
We offer our clients different payment methods to choose from.
Automated Payments
This is our most popular option as clients never have to worry about paying invoices. Once you have confirmed that you would like to proceed with our regular cleaning services and a cleaner has been assigned to you and your first cleaning shift date has been arranged, you will be contacted by accounts to set up your automated payment. The payment will be set up to match your regular cleaning routine and will be due for the set amount of contracted hours required and charged at our set hourly rate.
Credit Card Payment
If choosing to pay via credit card, you will receive one invoice per month. Usually at the beginning of the month with a due date of the 11th. Payments via invoice are required in advance.
When receiving the invoice via email, you can click on the link which will allow you pay online.
Bank Transfer Payments
Bank Transfer payments are also requested upon invoice via email. When receiving the invoice, you will also have the bank details necessary to make a bank transfer payment. Please note the invoice is sent usually at the beginning of the month and charged for the month in advance usually with a due date of the 11th.
Late Payment Fee
Please be aware that a late payment fee of £20 will be applied for each late payment. Please do contact us ahead of schedule if there are issues with your banking or standing order process to avoid a late payment charge being automatically applied by our accounting system.
12. Late Cancellation Notice
12a. Rosa Clean LTD reserves the right to charge £10.00 for late cancellation/lock-out fee for cancelling or rescheduling a visit with less than 24-hour notice for Clients who book one off service only. The same fee applies if the Service Providers are unable to gain access to the Client’s service property, through no fault of Rosa Clean LTD.
12b. The Client, who booked regular Service agrees and is liable to pay the full price of the visit, if: a) The Client cancels or changes the date/time less than 24 hours prior to the scheduled appointment; b) The Client fails to provide access to the service premises consequently preventing Service Providers unable to let themselves in. If keys are provided they must open all locks without any special efforts or skills.
12c. If the Client needs to change a Service day or time Rosa Clean LTD will do its best to accommodate this. A minimum 24 hours’ notice is required. Please note that Rosa Clean LTD cannot guarantee that the same Service Provider will be available on the new day and at the time the Client requires. Any changes in the schedule are subject to availability.
13. Your Holidays
Whilst you are away on holiday you may prefer to not have your regular cleaning visit, if this is the case then please inform us four weeks in advance so that we can re-organise your cleaner’s schedule and provide your cleaner with alternative replacement work elsewhere until your return.
Alternatively you may like your cleaner to take advantage of the time that you are away on holiday to cover any infrequent or annual cleaning tasks such as: having the inside of your oven cleaned , the inside of your fridge cleaned and disinfected , inside of your microwave cleaned and disinfected, your bed mattresses turned and vacuumed, all internal windows cleaned, all easily movable furniture pulled out and vacuumed underneath, all kitchen cupboards cleaned inside and disinfected and out of date food disposed of, your bins disinfected and any other specific items that you wish to add.
Please call or email our Office Manager, who will then arrange for your specific holiday cleaning requests to be carried out by your regular cleaner, who is already familiar with your property. This is particularly useful for our weekly clients who are away for at least two cleaning visits in a row, the first cleaning visit can accommodate any extra or more unusual and specified cleaning tasks and the second visit can be used for your regular maintenance clean to ensure everything is exactly as you like it for your return from holiday.
If you are leaving the country for your holiday please do provide us with a UK emergency contact person before you leave who we can notify should there be any important or urgent issues with your property whilst you are away, such as burst pipes, broken windows, unwell pets and faulty alarms. This is particularly important if you have an alarmed property. Should your cleaner report an urgent situation at your property whilst you are away and we do not have a named UK contact for you and we are unable to contact you in person we will make our own arrangements to secure/care for your property/pets to the best of our ability. Our highest priority will be the security of your property. Should this require an additional service, such as window replacements, plumbers/electricians/vets etc. you will be invoiced for the time required and/or services paid for by us upon your return. In these very rare circumstances any professional tradesmen entering your property whilst you are away will be supervised by a manager from Rosa Clean (or by your named cleaner who is familiar with property) and this will also incur a charge at our hourly rate for their time.
14. Assigned Cleaners and Need for Changes
We strive to give you consistency of days, times, and cleaner in every visit. However, having the same cleaner every time is not always possible in case of circumstances such as sickness, holiday, or other changes which can impact our wishes to guarantee the same cleaner for the length of your services.
Cleaner Holidays
Should a replacement cleaner be necessary, for instance, in case of holiday. Your replacement cleaner will be fully briefed in as much detail as possible regarding the cleaning specifications in your home or workplace, in accordance with your personal cleaning schedule in our files. In addition to this, we will work with you and agree a time and day which will be suitable for covering the holiday. This may be your regular day and time, or an alternative depending on our schedules and your availability.
Cleaner Sickness or Last Minute Emergencies
An on call cleaner can also cover your cleaning session if your regular cleaner is sick, although in this instance the on call cleaner may not always be able to attend on the same day and/or time as your scheduled regular clean and you will be notified as soon as possible with the options available for your cover clean. If you choose not to have a replacement cleaner attend then the cost of this clean will be refunded. Please note that if your regular cleaning day falls on a Thursday or Friday and your assigned cleaner is unwell we will activate the on call cleaner, however, it is important to note that the on call cleaner may not be able to attend until the following working day which for our Friday clients may be the following week on the Monday. Should we, in the rare instance, not be able to provide a replacement cleaner, we will need to skip a service and any funds paid will be refunded accordingly.
15. Bank Holidays & Weekends
Please be aware that our cleaners do not work on UK bank holidays, or at weekends. Should your regular cleaning day fall on a UK bank holiday, that particular service will be skipped and continue on your next scheduled date. Should you require an alternative day so that you do not lose out, please let us know so that we can look at our schedules and give you any options which we may have available at the time.
16. Insurance
16a. Rosa Clean LTD holds Public Liability Insurance and Employers Liability Insurance.
16b. While the Service Provider makes every effort not to break items, accidents do happen. Identical replacement is always attempted but not guaranteed. For this specific reason, Rosa Clean LTD requests all irreplaceable items (whether monetarily, antiques or sentimentally valuable) to be stored away from the Service areas.
16c. In case of an accident or Injury, Rosa Clean LTD must be notified within 24 hours. No claim will be entertained after this period. It is the responsibility of the client to make sure the working environment is safe, and any injuries or accidents to third party (anyone other than the service provider) must be covered by the client or client’s own insurance.
16d. The policy covers damage or loss provided that the damage or loss is greater than £100 and reported within 24 hours. Rosa Clean LTD cannot accept liability for the first £100 of any claim, which shall be for the Customer’s account.
16e. The Client agrees and understands that Rosa Clean LTD shall not be liable under any circumstances for any damages to Client’s property caused by bleach/bleach containing products or its spillage. We recommend such products not to be used.
16f. In case of damage, proven to be done by the Service Provider, Rosa Clean LTD is insured with AXA. They will require photos of the damage, estimate of repair, proof of original price paid for the original item.
16g. Rosa Clean LTD shall not be responsible for damage due to faulty and/or improper installation of any item. All surfaces to do with the Service being provided, are assumed sealed and ready without causing harm.
16h. No claims shall be entertained if the Client has an outstanding balance aged more than 30 days.
16i. 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 Rosa Clean LTD and the Insurance Provider(s). Monetary compensation as well as legal fees may incur.
16j. The Client agrees that Rosa Clean LTD is not liable for any damages caused by faulty products/equipment provided by the customer.
17. Insurance Claims
All of our cleaning team are comprehensively insured. Our Public liability insurance protects your home and its contents, up to the value of 5 million pounds, in the very unlikely event that any damage is caused. Please be aware that it is your personal responsibility to inform our office if you have any valuables worth more than 5 million pounds so that our insurance excess can be raised. It is not necessary to inform your cleaner about the value of these items but is essential that you inform our head office so that the insurance team can be informed. Failure to do so will mean that you are not adequately insured and that Rosa Clean will take no responsibility for the valuable item/s. Please be aware that we may refuse the cleaning responsibility of very expensive, antique or sentimental items that are very delicate/unstable or in hard to reach areas and that this will be noted on your cleaning schedule. Our employer’s liability insurance means that you and our employees are protected should your cleaner experience an accident or injury whilst cleaning at your property.
Precious and Delicate Household Items
Please be aware that it is your personal responsibility to inform us of any existing or newly acquired, delicate, antique or precious items and furniture. These items and their cleaning instructions or specific request for them not to be touched/cleaned need to be listed on your personal cleaning schedule. Whilst your cleaner will be careful with all of your personal items, it is unfair to expect your cleaner to automatically know what you would and would not like them to clean and any delicate or unusual and specific cleaning instructions for these items. Rosa Clean ltd will take no responsibility for any delicate items not brought to our attention and listed on your cleaning schedule. If you would like to inform us of any newly acquired items please email us at info@rosaclean.co.uk or call the office on 0333 5777 818 and your cleaner will be informed and your cleaning schedule will be updated.
General wear and tear and depreciation
Please be aware that our cleaners cannot be held responsible for the general wear and tear of items and appliances and that any item within your property that is worn, broken, not properly maintained very old or not secured in position and in full working order will be the responsibility of the owner of the property/item and not the person who has been asked to clean it. During your consultation you will be asked for the details of any such items and whether you would like your cleaner to clean the identified items. Whilst your cleaner will take great care with all of your belongings they cannot be held responsible for any further damage, wear or breakage to any already damaged or worn items and this item will not be covered by our company insurance, please consider this carefully prior to your first clean being carried out. Your Cleaner, Manager and Quality manager will assist your cleaner in keeping detailed records and providing further advice on how to care for delicate or worn items and on occasions we may contact you to decline the cleaning responsibility of certain items.
18. Liability
18a. Rosa Clean LTD 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 Service Provider at the provided service address. The Service Provider aims to be right on time on any visit but sometimes due to transport related and other problems which are beyond control, the Service Provider may arrive with a delay or the visit may be re-scheduled.
18b. Rosa Clean LTD 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. A Service not complete due to the lack of suitable/enough materials, or equipment not in full working order; 2. Third party entering or present at the Client’s premises during the Service; 3. Any damages caused by faulty/not in full working order equipment or materials supplied by the Client.
18c. Rosa Clean LTD 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 carrying out services for the Client if the Client has an outstanding amount aged 30 days or more from the date the payment was due.
18d. The Client understands and agrees that Rosa Clean LTD may record all incoming and outgoing phone conversations for quality control, record keeping and back-referral for any inquiries or investigations.
19. Complaint Procedures
19a. The Client agrees that due to the nature of the service Rosa Clean LTD guarantees only to correct any problems reported within 24 hours. The Client will lose their entitlement if they fail to report it within 24 hours. Rosa Clean LTD may require entry to the location of the claim within 24 hours to correct the problem. Any refunds or adjustments must be requested to Rosa Clean LTD directly and are subject to approval by Rosa Clean LTD.
19b. The Client understands that Rosa Clean LTD will fully investigate any complaint and attempt to resolve it to the satisfaction of the Client, or alternatively to a reasonable standard.
19c. The Client agrees to allow Rosa Clean LTD back to inspect and carry out a recovery Service for any disputed areas/items before arranging a third party to carry out services.
19d. The Client must be present at all times during the inspection and recovery Service.
19e. Rosa Clean LTD reserves the right to only offer one recovery Service.
19f. If the Client is unpleased with a currently occurring service, Rosa Clean LTD asks that the Client notifies it as soon as he notices anything that might be to his/her dislike by emailing: info@rosaclean.co.uk or calling Rosa Clean LTD. Please do not wait until you receive your bill or the service is ending.
20. Termination of Contract
The Customer can terminate the Contract with Rosa Clean LTD only by giving 4 weeks written notice to Rosa Clean LTD. However, Rosa Clean LTD holds the right to terminate the Contract with the Client at any time if deemed that Service Providers did not feel comfortable or well treated during a service. Likewise, if Rosa Clean LTD feels they are not able to match the requirements or standards of the client.
Contract Notice Period
We require four weeks’ notice if you wish to cancel your cleaning contract with us. We also require four weeks’ notice should you wish to suspend your cleaning services due to building work or extended holidays.
21. Private Employment
21a. The Customer agrees not to recommend any Rosa Clean LTD introduced Service Provider to anyone else unless the Rosa Clean LTD service is used. For a period of 18 months following termination, the Customer agrees not to employ any current or past cleaner introduced by Rosa Clean LTD.
21b. The Client is liable for a private employment fee equivalent to 12 Months fees, should he/she directly employ (either legally or on a cash basis) anyone currently contracted or sub-contracted by Rosa Clean LTD within 18 months of using the Service Provider through Rosa Clean LTD. The Client agrees to pay this fee whether he notifies Rosa Clean LTD of his action or Rosa Clean LTD discovers this employment independently at any time after it occurs. The Client further agrees to reimburse Rosa Clean LTD for any and all collection or legal fees Rosa Clean LTD incurs in collecting this fee.
22. Additional Terms
22a. Rosa Clean LTD is not liable for any unsatisfactory result if the Client decides and books less hours than advised by Rosa Clean LTD. Rosa Clean LTD will ensure to deliver the best possible result in the allocated time booked by the Client.
22b. Rosa Clean LTD reserves the right to make any changes to any part of these Terms and Conditions without giving any prior notice. However, the new agreement must be signed by the client in order to proceed with Service after the changes have been made.