Terms of Use & Privacy Policy

If you have scheduled a works order either over the phone, email or our web site, the customer has verbal or written agreement, and is then bound to Crystal Management Terms and Conditions

Crystal Management  Terms & Conditions
 

If you have scheduled a works order either over the phone, email or our web site, the customer has verbal or written agreement, and is then bound to Crystal Management's Terms and Conditions

SERVICES

REGULAR DOMESTIC CLEANING

  • The customer agrees to sign and return the Cleaning Services Agreement and Key Hold Service and any other forms required prior to the first cleaning visit

  • The customer agrees to pay the agreed amount

  • Crystal Management  reserves the right to suspend cleaning services if monthly payments are missing or if paper work is not returned to Crystal Management prior to the first cleaning visit

  • Minimum duration of 3 hours per cleaning visit applies for all domestic cleaning services. Please note that duration may vary therefore a degree of flexibility is required.

  • Customer agrees to provide a task list and all necessary cleaning detergents and equipment for the required work, unless other arrangements have been made with Crystal Management . All cleaning equipment should be safe and in full working order. A minimum of £2.00 extra an hour will be applied if customer requests Cleaner to use own products.

  • If the customer does not have cleaning detergents and asks CM Crystal Clean to purchase requested items on their behalf, customer understands that an applicable charge will be assessed.

  • If collection of keys is required from a location over 2 miles outside the postal code area of the cleaning scheduled, £5.00 per mile will be applied to final bill.

  • If customer does not require cleaning services Crystal Management  asks that 30 days notice will be given and vise versa.

  • Crystal Management  will not be responsible for triggering any alarm systems. Customer should give any special instructions for deactivation/activation of any household alarm systems.

  • 30 days minimum contract length applies.

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

    .

    END OF TENANCY CLEANING

  • Crystal Management  reserves the right to amend the initial quotation, should the client's original requirements change.

  • If collection of keys is required from a location that is 2 miles outside the postal code area of the cleaning scheduled, £5.00 per mile will added to the final bill.

  • 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.

  • End of Tenancy Cleaning is charged per job taking into account the current condition, number of rooms, bathrooms, WCs, shower rooms and en-suites. Please note that we do not charge per hour per cleaner and the number of operatives attending your property may vary. The number of operatives in a team cannot affect the initially quoted price.

  • The quoted price does not include extras like: carpet and upholstery steam cleaning, stripping and polishing floors, washing up dishes, taking more than 5 items out of cupboards and then putting them back in, dusting books, cleaning walls/ceilings, cleaning balconies/terraces, cleaning patios/gardens/. Those extra services are priced separately, and need to be requested

  • The Company shall provide all cleaning supplies and cleaning equipment necessary to carry out the service.

  • The Client must provide hot running water, electricity and sufficient light at the premises where the service takes place, if operative are in the premises and you wish the service to be carried out without the above (excluding electricity) an additional £25.00 will be added to the final bill.

     

    ONE-OFF CLEANING / SPRING CLEANING

  • Crystal Management  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 and all cleaning detergents and equipment needed for the required work, unless other arrangements have been made with Crystal Management .

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

  • If the customer does not have cleaning detergents, Crystal Management  will supply all necessary cleaning detergents for additional £2 per hour. This has to be requested at the time of the booking.

  • 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.

     

    CARPET CLEANING & UPHOLSTERY CLEANING

  • Crystal Management reserves the right to amend the initial quotation, should the client's original requirements change.

  • If the customer has a dog, cat or other hairy pet then an extra 30% charge will be added to the service price due to the extensive amount of animal hair slowing down the cleaning process.

  • If water extraction is required due to flooding 30% extra charge will be added to the service price.

  • The client understands that additional Parking and Congestion charge may apply.

  • All carpet/upholstery cleaning orders are subject to £60.00 minimum call out charge.

  • If collection of keys is required from a location 2 miles outside the postal code area of the cleaning scheduled, £5.00 per mile will be added onto the final bill.

     

    PAYMENTS

  • Payment is requested on completion on the day of the cleaning session. We allow 28 days for the payment to be made for businesses.

  • 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 CM Crystal Clean'. If paying by cheque, a cheque guarantee card is required and the customer will be responsible for all bank and legal charges resulting from a dishonored cheque.

  • Payment can be by BACS Crystal Management's banking information will be supplied on the invoice

  • Customer understands that any 'late payments' will 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 AND 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.

  • Crystal Management  requires the presence of the customer or his/hers 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.

  • 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.

  • Crystal Management  may take up to 7 working days to respond to a complaint. However it is usually within 24 hours.

  • Crystal Management  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

  • Complaints must be reported on completion or in the following 24-hour.

  • All fragile and highly breakable items must be secured or removed. Items excluded from liability are: cash, jewelry, 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 £40.00 per household liability limit.

  • Crystal Management  agrees to keep all client information confidential.

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

    INSURANCE

  • Crystal Management has a Public liability insurance. The policy will cover any accidental damages caused by an operator working on behalf of Crystal Management , reported within 24 hours of service date.

  • There is £350 excess on any claim, of which £150 are paid by customer and £200 by Crystal Management 

  • Crystal Management  reserves the right to refuse to share any of the confidential company documents.

     

    CUSTOMER SATISFACTION

  • Customer understands that he/she is not entitled to any refunds.

  • If the customer is not completely satisfied with a cleaning job, Crystal Management  will re-clean any areas and items to customer's satisfaction. Therefore customer must allow the cleaner to be returned.

  • Customer must be present at all times during the recovery-clean. Crystal Management  reserves the right not to return a cleaner more than once.

    LIABILITY

  • Crystal Management  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 cleaning detergents and/or equipment in full working order, 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 carpet cleaning methods;

  • Existing damage or spillage that cannot be cleaned/removed completely using provided by the customer cleaning detergents and equipment or standard carpet cleaning equipment;

  • 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, Crystal Management  reserves the right to refuse the provision of the cleaning detergents.

    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 problem with customer's keys.

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

    • Customer agrees to pay the full price of one cleaning visit in case of a termination of the service if the customer has given less than one week advanced notice.

    • Customer may terminate the cleaning service by giving thirty calendar days (30 days) advanced notice in writing(also via email) and specifying the last cleaning date and give reason.

      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 Crystal Management  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 Crystal Management  then the customer agrees that deposit funds may be used to cover the cancellation fee.

      CARPET AND UPHOLSTERY 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 Crystal Management  then the customer agrees that deposit funds may be used to cover the cancellation fee.

      AFTER CANCELLATION OF THE CLEANING SERVICE

    • By entering into a service agreement with Crystal Management , 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 Crystal Management . If the customer wishes to hire or use domestic services provided by such a cleaner then he/she must pay a referral fee of £250.00.