Terms & Conditions

Terms & Conditions

1. Definitions

"G&W” - means Jennifer Claire Fairhall, trading as GARNET AND WREN CLEANING 

COMPANY, a sole trader, and/or its subcontractors, agents or representatives. 

“Cleaner” - means the person or firm carrying out cleaning services on behalf of GARNET AND WREN CLEANING COMPANY.

“Client” - means the person, firm or corporate body together with any subsidiary or associated company. 

“Services” - means the cleaning services provided by GARNET AND WREN CLEANING COMPANY, as detailed in the Service Schedule. 

“Service Schedule” - means the document provided to the Client detailing the specific cleaning services to be performed, including the frequency, timing, location and any special instructions.

"Premises" - means the location where the Services are to be performed. 

2. General

2.1. These Terms and Conditions are between G&W and the Client. 

2.2. The Client agrees that any use of G&W’s services, including placing an order for services by telephone, email or website forms shall constitute the Client’s acceptance of these Terms and Conditions. 

2.3. Unless otherwise agreed in writing these Terms and Conditions shall prevail over any other terms of business or purchase conditions put forward by The Client.

2.4. No variation or alteration of these Terms and Conditions shall be valid unless approved in writing by G&W. 

2.5. G&W provides services on a one-off and retainer basis. 

3. Cleaning Services

3.1. G&W provides all cleaning products and equipment, except in domestic cleaning situations. In domestic cleaning situations, the Client is responsible for supplying their own vacuum cleaner, which must be in good working order and fully charged (if applicable).

3.2. G&W will use any other cleaning equipment the Client wishes us to use, provided it is safe, fully operational, requires no specialised training and the Client provides clear operating instructions. G&W accepts no liability for damage caused by faulty Client equipment.

3.3. G&W is not liable for any damage, fault or incomplete cleaning which may be caused by cleaning products supplied by the Client. 

3.4. While not mandatory, tidying the property prior to cleaning services will contribute to achieving the best possible cleaning results. Please be aware that excessive clutter may impact the standard of cleaning we can provide. 

3.5. The Client is required to inspect the premises upon completion of the cleaning service and notify G&W of any dissatisfaction within 24 hours. 

3.6. The Client acknowledges that complete dust removal is not guaranteed due to airborne dust circulation. While the cleaner will make reasonable efforts to remove visible dust, G&W is not liable for dust settling after cleaning. 

3.7. The Client acknowledges that G&W’s cleaning obligations do not extend to areas rendered inaccessible by clutter, or containing fragile items not removed by the Client prior to G&W’s arrival. 

3.8. While G&W will make reasonable efforts to remove staining, we cannot guarantee the elimination of all persistent staining or pre-existing conditions. 

3.9. Due to health and safety concerns and to mitigate the risk of cross-contamination, G&W will not provide cleaning services for Premises containing bio-hazardous substances or active infestations until such conditions have been eradicated. G&W reserves the right to refuse service upon discovery of such conditions and the Client shall be liable for the full service fee. 

3.10. Cleaners will only perform height-related cleaning tasks that can be safely executed with provided equipment. G&W reserves the right to refuse to perform any task that is deemed to pose a safety risk. 

3.11. Cleaners will not move furniture that, in their reasonable judgment, poses a significant risk of injury to themselves or damage to the property. 

3.12. Any cleaning time estimates provided are based on averages for similar premises and are not guaranteed. Actual cleaning times may vary due to factors such as cleaning task complexity and intervals between services. 

3.13. All fragile and highly breakable items must be secured or removed. 

3.14. A supplementary charge shall apply when G&W is requested to collect or return keys from a third-party address. G&W shall not be held liable for any delays or issues attributable to the third party. 

3.15. The Client is solely responsible for providing G&W with safe and unobstructed access to the premises at the scheduled cleaning time. If the cleaner is unable to gain access to the premises at the scheduled time the Client will be charged the full service fee. 

3.16. If the Client chooses to provide G&W with keys for property access, keys must function without special skills or excessive force; G&W is not liable for access issues or service delays caused by non-compliance. 

3.17. Where the Client provides access via a lockbox, they are responsible for providing the accurate access code and ensuring the lockbox functions correctly; G&W shall not be liable for any access issues resulting from malfunction or incorrect code provision by the Client. 

3.18. The Client is responsible for removing or securing personal items, valuables and sensitive documents prior to the commencement of cleaning services. 

3.19. G&W is not responsible for cleaning areas that are made inaccessible by the Client. 

4. Claims and Limitation of Liability

4.1. G&W shall maintain public liability insurance covering its own operations. G&W shall ensure that all subcontractors providing services on its behalf possess and maintain their own public liability insurance with a minimum coverage of £1,000,000. Subcontractors shall provide G&W with evidence of such insurance prior to the commencement of any services.

4.2. Any claims relating to the provision of cleaning services must be reported to G&W within 24 hours of the completion of the cleaning service. Failure to report any claims within this timeframe will invalidate any rights to make a claim, unless there are reasonable circumstances that prevented the claim from being made. 

4.3. Although Cleaners exercise due care, accidental damage may occur. While we will attempt to replace damaged items with identical replacements, this is not guaranteed. Therefore, Clients are advised to secure all irreplaceable or sentimentally valuable items prior to cleaning. 

4.4. In case of damage, G&W or its subcontractors, will repair the item at its cost. If the item cannot be repaired G&W or its subcontractors, will provide the Client with a credit equivalent to the item's present actual cash value, applicable towards a like replacement, subject to G&W's prior written approval of the replacement cost, contingent upon full payment for services rendered. 

4.5. G&W is not liable for damage caused by faulty installation or pre-existing conditions. All surfaces are assumed to be correctly sealed and prepared for cleaning. The Client is responsible for ensuring proper installation and sealing. G&W is not liable for damage that is not visible upon initial inspection. 

4.6. G&W's liability, or the liability of a cleaner working on behalf of G&W, for key replacement or locksmith services is limited to instances where keys are lost or damaged by them and shall not exceed £50 per premises. 

4.7. G&W 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 Premises. G&W aims to adhere to scheduled appointment times; however, delays may occur due to unforeseen transport or other circumstances beyond our control. 

4.8. G&W 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)A cleaning job that is not completed due to the lack of hot water or electricity.

b)Third party entering or present at the Client’s premises during the cleaning process. 

c)Any existing damage to Clients’ premises which cannot be cleaned/removed completely by the Cleaner. 

4.9. The Client shall indemnify G&W against any and all losses, damages, costs and expenses (including reasonable legal fees) arising from alarm company attendance, or the resetting or repair of security systems, where such attendance or resetting/repair is caused by G&W's actions in accordance with instructions provided by the Client. 

4.10. G&W is not liable for any delays or issues arising from the third party's failure to provide access. 

4.11. G&W maintains appropriate insurance coverage. In the event of a claim, the insurer shall investigate and determine liability in accordance with policy terms and applicable law. The Client agrees to cooperate fully with G&W and the insurer in any such investigation. 

5. Payment 

5.1. All work carried out by G&W at your request, whether experimental or otherwise will be charged accordingly. Any work undertaken by G&W on behalf of The Client is carried out on the basis that The Client has fully approved such work, whether or not we have received an official order, provided there is evidence of written or verbal confirmation to proceed. This includes, but is not limited to, confirmation via: email correspondence, letter, text messages (SMS), WhatsApp messages or any other instant messaging platforms. 

5.2. Payment for all services, whether provided on a one-off or retainer basis, must be received no less than 24 hours prior to the scheduled service. G&W will not begin any cleaning services until payment has been confirmed. Payment can be made via bank transfer, or, where agreed, cash payment can be made on the scheduled cleaning day. A receipt will be provided for all cash transactions.  

5.3. Where payment has not been received by the due date, we reserve the right to withhold services. Clients are encouraged to contact G&W promptly to discuss any potential payment delays due to extenuating circumstances, which may be considered at G&W's sole discretion. If payment remains outstanding after 2 payment reminders, sent 7 days apart, we reserve the right to suspend services until payment is received. A late payment fee of £20 will be added to the outstanding balance. In cases of persistent non-payment, we reserve the right to terminate the engagement. 

5.4. For commercial Clients, in the event of late payment, we will exercise our statutory rights under the Late Payment of Commercial Debts (Interest) Act 1998 to charge interest and claim compensation for debt recovery costs. Interest will accrue on the outstanding balance at the Bank of England base rate plus 8% per annum from the date payment was due.  

5.5. G&W maintains accurate records of all payments, including amounts, methods and dates. These records will be used as evidence in the event of any payment-related dispute.  

5.6. Any reasonable and necessary expenses incurred by G&W whilst working on your behalf, including but not limited to parking fees and specialised cleaning supplies, will be charged to the Client. Appropriate records of these expenses will be kept and made available for inspection upon request. Wherever possible, G&W will seek prior approval from the Client before incurring any additional expenses.  

5.7. Where necessary, if the Client requests any additional cleaning services or tasks that are not included in the original Service Schedule, G&W will provide a separate quotation for the additional work, unless otherwise agreed. Upon the Client's acceptance of the quotation, payment is required in full prior to the commencement of the additional work. 

5.8. All quotations provided are valid for a period of 30 (Thirty) days. We reserve the right to revise quotations after this period. 

5.9. While the initial retainer rate is based on a bespoke quotation, prices are subject to annual review and may be adjusted to reflect changes in operational costs. We will endeavour to provide reasonable notice of any price adjustments. 

5.10. Refund will be issued only if the Client has cancelled a cleaning visit within the allowed time (48 hours) prior to the start of the cleaning session and a payment has been already received by G&W. 

5.11. Refund will be issued if a Cleaner does not attend a cleaning visit, payment for which has been already received by G&W. 

5.12. If for any reason the Client is dissatisfied with any aspect they must notify G&W within 24 hours and this will be rectified. G&W will endeavour to rectify any issues before a refund is considered. Refunds are issued at G&W's sole discretion. G&W reserves the right to investigate all refund requests and may request supporting evidence. 

6. Rescheduling and Cancellation 

6.1. The Client may cancel or reschedule a cleaning service by providing G&W with at least 48 hours' notice. Cancellation fees apply for shorter notice, as detailed in clause 6.2. G&W will endeavour to accommodate rescheduling requests, subject to availability. G&W cannot guarantee the same cleaner will be assigned. 

6.2. Cancellations or rescheduling requests made with less than 48 hours' notice will incur a fee of 50% of the scheduled service fee. Cancellations or rescheduling requests made with less than 24 hours' notice will incur the full service fee. 

6.3. G&W reserves the right to cancel the cleaning service and charge the full service fee if, upon arrival, the property is deemed to be in a condition that poses a safety or health risk to the Cleaner, or if access is denied. 

6.4. G&W reserves the right to cancel or reschedule a cleaning service at its discretion, provided reasonable notice is given to the Client, except in cases of emergency or unforeseen circumstances. In such cases, G&W will make every effort to notify the client as soon as possible. G&W shall not be liable for any losses or damages incurred by the Client as a result of such cancellation or rescheduling. 

6.5. G&W's standard service schedule excludes bank and public holidays. Services on these days are available by request and incur an additional fee, agreed to in writing prior to the service date. 

7. Feedback and Complaints

7.1. G&W welcomes and values all Client feedback, both positive and constructive, as it helps us improve our services. Clients are encouraged to provide feedback via email at contact@garnetandwrencleaning.co.uk, phone 0742-151-39-36 or our online form at garnetandwrencleaning.co.uk/contactus . Any personal data provided within feedback will be handled in accordance with our Privacy Notice.

7.2. G&W aims to provide high-quality service. If you encounter any issues, please notify G&W immediately to allow us the opportunity to rectify the issue. Client satisfaction is of paramount importance and we are dedicated to resolving any issues. 

7.3. Failure to report a complaint within the 24 hour timeframe may affect our ability to investigate and resolve the complaint, unless there are reasonable circumstances that prevented the complaint from being made. 

7.4. G&W's liability for any service-related issues is limited as outlined in the "Limitation of Liability" section of these terms and conditions. 

7.5. If the Client is not satisfied with the proposed resolution, they may request a re-evaluation of their complaint directly by Jennifer Claire Fairhall, trading as GARNET AND WREN CLEANING COMPANY, a sole trader. 

8. The Garnet & Wren Promise

8.1 Recognising that cleaning, as a human endeavor, may occasionally result in oversights; as a commitment to excellence, G&W extends a promise to our Clients. If a Client expresses dissatisfaction with any cleaned areas within 24 hours, a G&W Cleaner will revisit the premises to rectify the issue without charge. This undertaking is void if the Client or any third party has altered or disturbed the cleaned areas following the service, or if notification is received beyond the 24 hour period, unless there are reasonable circumstances that prevented notification from being made.  

To request a PDF copy of Garnet and Wren Cleaning Company Terms and Conditions, please email contact@garnetandwrencleaning.co.uk