Important information

 

Please read these terms of use carefully. By using our site and/or making a booking via email, phone or online, you indicate that you accept these terms of use and that you agree to abide by them. If you do not agree to these terms of use, please refrain from using our site and/or making a booking.

 

Prices and estimates quoted by Di Shine Cleaning or its representatives are based on average completion times and will be confirmed before any work commences. They do not represent a guarantee of work to be performed.

 

At the time of booking please notify us of any items which require special consideration or protection. This should include personal and irreplaceable items, custom made items, furniture, wooden floors etc or things which may require specialist treatment or chemicals. Basically anything that need extra special care.

 

All our invoices will only be sent via email to help with our green initiatives. It is the customer’s responsibility to open it.

 

1 - Cancellations, rescheduling, related and other fees

 

1.1 - If the need arises, please reschedule or cancel your service at least 48 hours in advance of the appointment to avoid a 50% charge. We may waive this charge or a portion of it, at our discretion if we are able to find an alternate job for the Di Shiner(s).

1.2 - If a service is rescheduled or cancelled less than 24 hours prior to the scheduled start time, a 50% charge will apply.

1.3 - We reserve the right to refuse any cleaning job if the condition of the property is hazardous to the health and wellbeing of our operatives. If we are not made aware of this before arrival and we are unable to carry out the work as a result, a fee of 50% of the quote will be charged to the Client (for time and other job opportunities lost)

1.4 - We reserve the right to cancel or reschedule a service in cases where an accident or any unexpected circumstances have befallen the assigned cleaning team.

1.5 - We reserve the right to cancel a service at any time before commencement without financial obligation to the customer.

1.6 - We reserve the right to cancel a clean should the premises not be accessible or access is not granted within 30 minutes of arrival at the location. A fee of 50% of the quote will be charged to the Client (for time and other job opportunities lost).

1.7 - The Client is liable for any mistakes they make in regards to incorrect bookings. If a booking date is incorrect and the cleaners are turned away, a fee of 50% of the quote will be charged to the Client (for time and other job opportunities lost).

1.8 - The Client can reschedule or cancel an appointment over the phone or by e-mail, but if it is within the 48 hour window before the clean, it should be done in writing to avoid any future disputes. Text messages and email are fine.

1.9 - Late arrival of our operatives at the service address. We endeavour to be right on time on any visit but sometimes due to transport related and other problems which are beyond our control, our operatives may arrive delayed or the service may have to be re-scheduled.

1.10 - If invoices are not paid on time, an interest rate of 10% will be charged on a monthly basis (pro rata). A reminder via email will be sent before this takes effect. It is not our responsibility if you do not check your emails or it goes to the spam folder.

 

2  - Pricing and timing

 

2.1 - Prices and estimates quoted by Di Shine Cleaning or its representatives are based on average completion times and will be confirmed before any work commences. They do not represent a guarantee of work to be performed.

2.2 - If a Di Shiner needs to collect keys from a third party’s address, any additional time travelling will be charged per hour and any additional costs incurred will be added as well, unless these have been agreed in writing beforehand.

2.3 - We reserve the right to amend the initial quotation if upon inspection of the property or during the cleaning the supervisor assesses that the job is going to take more time to complete.

2.4 - Unless specifically agreed, Di Shine Cleaning or its operatives, will only perform the services during the agreed contracted hours.

2.5 - From time to time, Client may request that Di Shine Cleaning perform additional work in excess of the agreed hours and in such circumstances, Di Shine Cleaning will invoice the Client for any additional hours. Factors that can affect the time to complete the quoted tasks for each service may vary depending on, for example: the state & condition of the premises, Client ’s original requirements changing or if a premises isn't as described or any other factor outside of our control.

2.6 - Occasionally, there are surprises when working on site which can also lead to additional time and costs. We will contact the customer immediately upon discovering such circumstances, informing them of the situations and asking what they would like to do about them, before incurring extra costs.

2.7  - If any third parties are present at the Client’s premises during the cleaning visit this may impede our efficiency, further increasing our time to clean and therefore the costs.

2.8  - At the time of booking please notify us of any items which require special consideration or protection. This should include personal and irreplaceable items, custom made items, furniture, wooden floors etc or things which may require specialist treatment or chemicals. Basically anything that need extra special care.

2.9  - All Prices Are Subject to VAT. Please note that all prices listed on our website for cleaning services are exclusive of VAT. VAT will be added to the total cost at the applicable rate.​
 

3 - Insurances and Liability

3.1 - Di Shine Cleaning Ltd holds public liability insurance to the value of £1,000,000.

3.2 - We reserve any right to refuse disclosure of confidential company documents.

3.3 - Accidental damage caused by an operative working on behalf of Di Shine Cleaning Ltd can be covered by our insurance, only if the damage/breakages are reported within 24 hours of the cleaning service visit.

3.4 - We shall not be liable for any third parties or their actions who enter or are present at the Client’s premises during the cleaning visit nor any costs incurred of said 3rd parties not being granted access. Our operatives cannot be relied on to grant access to the property to any third parties.

3.5  - Items excluded from our (Di Shine Cleaning Ltd) liability include: cash, jewellery, art, antiques and items of sentimental value. Refund for items of sentimental/personal value will be made only at its current cash value.

3.6  - We request all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and/or not cleaned by our cleaning operatives.

3.7  - Di Shine Cleaning Ltd is not responsible for any existing damage to Client’s property in the form of old stains/burns/spillages etc. which cannot be cleaned/removed completely by the cleaning operative using the industry standard cleaning methods.

3.8  - Di Shine Cleaning Ltd is not liable for any damages caused by faulty products/equipment provided by the Client .

3.9  - Di Shine Cleaning Ltd is not liable for any damages caused by faulty or broken items which lead to other damages.

3.10 - Arrival times and cleaning times are an estimate. Di Shine Cleaning Ltd will not be liable, under any circumstances, for missed/cancelled appointment costs or any other costs owing to delayed arrival or completion times.

3.11  - Di Shine Cleaning Ltd shall not be liable for failure to carry out work if prevented from doing so as a result of any circumstances beyond our control.

3.12  - Our operatives can move furniture but for Health and Safety reasons they cannot be too heavy and Di Shine Cleaning Ltd is not liable for any damage that may be caused as a result.

3.13  - Failure to disclose items of special consideration (see 1.8 above) will result in the forfeit of any claim against us in an unfortunate circumstance where damage is caused.

4 - Claims for Damages

 

4.1 While our operatives make every effort not to break items, accidents do happen. Identical replacement is always attempted but not guaranteed.

4.2 - In case of damage, proven to be caused by Di Shine Cleaning or one of its sub-contractors/operatives, we must be given first opportunity to make good the damage using our approved maintenance contractor. Under no circumstances will we be liable for any damage where this is not permitted by the Client , landlord, or managing agent.

4.3 - In case of damage, proven to be caused by Di Shine Cleaning or one of its sub-contractors/operatives, we will repair the item at its cost. If the item cannot be repaired, we will rectify the problem by crediting the Client with the item’s present actual cash value toward a like replacement. This liability applies only once the payment for the service has been received in full.

4.4 - Where the damage results in the Company needing to make an insurance claim, the age of the broken or damaged item(s) will be taken into consideration when calculating its replacement value. The Client will be put back into the position they were in before the loss occurred.

 

 

5. - Complaints and Cleaning Guarantee

 

5.1 -  We have built our business and reputation by providing our Clients with the best possible cleaning service available. Still, we realise that because our operatives are human beings, they sometimes make mistakes. For this reason, we offer you a guarantee. If the Client is not satisfied with our service for any reason, our operatives will come back and re-clean to the Client’s satisfaction.

5.2 - No refund claims will be considered once the cleaning service has been carried out.

5.3 - All services shall be deemed to have been carried out to the Client’s satisfaction unless written notice is received by Di Shine Cleaning with details of the complaint (including photographic details) within 24 hours of the work being completed. We will fully investigate any complaint and attempt to resolve it in a professional and timely manner.

5.4 - The Client agrees to allow Di Shine Cleaning and its operatives back to re-clean and inspect any disputed areas/items before arranging a third party to carry out services or refusing to pay for the service.

5.5 - Di Shine Cleaning and its operatives will do our best to make sure your appliances are cleaned to a high standard. However, regrettably we will not be liable for ingrained dirt that cannot be removed using standard chemicals.

5.6 - Oven cleaning - If the oven door has several pieces of glass for the door - Di Shine Cleaning and its operatives can clean them only when the disassembly of them is straightforward and requires no undoing of screws. If your oven has drips between the glass that we can't access then we cannot clean this area. We also don't unscrew anything inside of the oven - so if your oven is beyond our help it would be recommended to get a professional oven cleaning service who can take the oven apart and clean every item. We can organise this for you. 

5.7 - Di Shine Cleaning cannot guarantee the removal of pet odours or cigarette smoke during the cleaning and will not be liable for any deductions for this.

 

6.  - Equipment

 

6.1 - The Client agrees to provide a list of tasks and all cleaning materials and equipment needed for the required work, unless other arrangements have been made with Di Shine. All cleaning equipment should be safe and in full working order. If the Client does not have cleaning materials and asks Di Shine to purchase said item on their behalf, the customer understands that an applicable service charge will apply.

 

 

7.  - Contracted Cleaners and Sub-contractors

 

7.1 - The Company reserves the right to use contracted cleaners and/or sub-contractors for any of its cleaning services and without providing any prior notification. Our standard cleaning guarantee will apply.

 

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8 - General
 

8.1 - Di Shine Cleaning Ltd reserves the right to make any changes to any part of these Terms and Conditions without giving any prior notice. The Company may add to or alter these Terms and Conditions from time to time and any alterations or additions will apply to new business but not to existing contracts.

8.2 - Di Shiner is a term we use to describe our operatives.