Terms & Conditions
Terms & Conditions
YOUR ACCEPTANCE OF THESE TERMS AND CONDITIONS
By confirming your reservation with us via our website, written or verbally you expressly acknowledge and consent to be bound by the stipulations of this Agreement, encompassing Sections 1-23 and any supplementary terms pertinent to your booking. This agreement extends to both yourself and any parties you represent, obligating compliance with all terms and conditions, including the timely settlement of all due amounts. Any violation may result in reservation cancellation and the pursuit of legal remedies against you.
1. 100% SATISFACTION GUARANTEE
To uphold our exacting standards, we unconditionally assure the quality of our services. Kindly inform us promptly if any aspect falls short of your expectations. Our 100% satisfaction guarantee covers deep cleans, biohazard cleans, after renovations, and end-of-tenancy cleans (up to 8 hours), and for regular cleans, spring cleans, and one-off cleans (up to 2 hours). Post the 100% guarantee period, your requests will be meticulously reviewed. If, due to circumstances, you cannot inspect your property within the guaranteed time after an end-of-tenancy clean, request our 100% guarantee extension. We pledge to address any unsatisfactory work within 48 hours, and if rectification proves unfeasible, we will provide a discount equivalent to the time required to resolve the issue. We do not issue refunds.
2. PRICE QUOTATIONS
Our quoted prices are based on the information provided by our customers. Discrepancies arising from inaccuracies in property descriptions, such as additional rooms or pest-related issues, may incur extra charges beyond the initial quote. Our Minimum prices will apply with every service we provide.
3. PEST NOTIFICATION
It is imperative for customers to promptly notify us if their property is infested, as this may lead to service refusal if unknown. A one-off payment of £100 is applicable to cover the costs of replacing disposed items, deep cleaning our equipment, and renewing Personal Protective Equipment (PPE), potentially affecting the overall service cost.
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4. PROTECTION OF VALUABLES AND SENTIMENTAL ITEMS
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Notification of highly valuable or sentimentally significant items upon our team's arrival is mandatory. If feasible, such items should be securely stored to prevent inadvertent damage. Excessive ornaments on shelves or tables may limit cleaning to avoid breakage. We do not clean desks, computers, laptops, Tv or screens.
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5. RIGHT TO REFUSE SERVICE
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We retain right to refuse service if the property is deemed hazardous, lacks essential safety measures (e.g., locks, electricity, etc.), deviates from the described condition, exceeds the quoted size, poses a threat to our team, contains illicit substances or weapons, or if potential damage to the property is anticipated. Full payment is eligible should our team depart due to any of the aforementioned reasons.
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6. PICTURES & VIDEOS
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We routinely capture images or videos of your property for documentation and transparency. Content may be shared on social media, but if you do not wish so, please OPT OUT from this service by emailing us on office@advancedultimate.com latest on the day of your appointment. We will never share any personal items, family pictures , sentimental items, personal information etc. All content will be revised by high management before. Media will be securely stored for up to 10 years.
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7. ALLERGIES & HEALTH CONDITIONS
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To ensure your well-being, please inform us of any allergies or health conditions, such as a bleach allergy , asthma or pet allergy. This enables us to tailor our cleaning products and techniques accordingly. We are not responsible for any issues raising from unknown conditions or conditions we weren't aware off.
8. PAYMENTS
All payments are due on the date of completion. Payment methods include bank transfer, card, or cash. Invoices will be promptly issued after the service. Note that late payments may incur a penalty of a minimum of 10% of the service charge per day added to your invoice. You will also be charged one off Compensation Fee of £40. Late payments may result in service cancelation or service delays.
Lock out fee - If our team won't be able to enter the Property/Premises for no fault on our site (for example - wrong keys given or not left at all, locks changed or not working, keys in locks, not answering phone or buzzer, customers in premises, meeting in progress etc ) Lock out fee of full service charge will be require and our team will depart after 30 mins or waiting . If payment received prior services it will result in forfeited deposit or full payment as this will be treated exactly same as last minute cancellation (Less than 24 hours)
9. PETS
While we do not assume responsibility for your pets, we take measures to ensure their safety. Pet owners are requested to confine their pets to a designated area during our visit, providing essentials like food and water. Clients bear full responsibility for their Pets, keep them safe and secure while we load and unload our equipment, or for any injuries caused by their pets to our cleaning staff or public. Additional charges may apply for biohazard cleans related to pet accidents.
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10. DEPOSITS
A 50% deposit is required before your appointment, with the remaining 50% payable upon job completion. For certain situations, such a last minute bookings ( Less Than 7 days) we will request 100% payment in advance. Deposits are necessary to secure appointments and failure to remit a deposit may result in the loss of your preferred time or day.
11. CANCELLATIONS
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Cancellations require a minimum 48-hour notice for a full deposit refund. For cancellations made 48-24 hours prior, a 50% deposit refund will be issued. Cancellations with less than 24 hours' notice result in a forfeited deposit.
If 100% payment collected before appointment, 50% will be treated as deposit and same procedure will be followed
as explained above. Monitoring cancellations closely ensures fair treatment for all parties involved.
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12. BREAKAGE/DAMAGE
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Our staff exercises great care during cleaning; however, accidents may occur. Immediate notification is crucial in case of breakage or damage. We are not liable for improperly secured hanging items or shelves, ornaments, or sentimental items left on show.
Any surfaces requiring a special treatment will need to be disclosed before service start.
Shower & Bath Glass, Oven glass – If your shower, Oven or bath glass has loose screws, handles, or broken seals, There is a high risk of shattering. Any cleaning performed in these conditions is at the customer’s risk and out team will not be held accountable. We reserve rights to refuse any cleaning task to prevent any damages.
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13. SUPPLIES
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We provide all necessary equipment and supplies, except for trash liners, unless the client prefers to supply them. Exceptions apply for clients with specific cleaner preferences. Pet owners are encouraged to provide their vacuum or mop to prevent cross-contamination. All our prices all inclusive of all products and equipment.
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14. SICK POLICY
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If anyone in the home has a contagious illness, such as Flu, Covid-19, Cold, Pneumonia, Chickenpox, Lice, etc., rescheduling the cleaning is advised. This precautionary measure prevents the potential spread of illnesses between homes and safeguards our staff's health.
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15. BODILY FLUIDS/ BIOHAZARDS
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Our domestic services exclude cleaning animal cages, litter boxes, animal droppings, human or pet faeces, urine, vomit, soiled clothing, or similar biohazards. In the presence of biohazards, we can organize a specialized team for handling.
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16. CONFIDENTIAL AGREEMENT
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Our services uphold complete privacy and confidentiality. All our staff within company have NDA agreement within their contact as well as we do full DBS check. If any of our customers like NDA policy added to your contract please let us know. Customer information, home details, and private data are never shared, aligning with GDPR legislation. Keys provided for property access are exclusively held by our employees. All Keys are tagged by code/name - for security reasons (no personal details or addresses are included on tag)
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17. YOUR PROPERTY IS SAFE
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We guarantee the security of your property by ensuring it is locked, windows closed unless instructed otherwise. We refrain from opening doors to individuals such as delivery drivers unless specifically directed by the customer.
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18. CLEANER'S SAFETY
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Cleaning professionals adhere to safety guidelines. They avoid moving heavy furniture, cleaning high or hard-to-reach areas without proper access, areas with exposed cables, strong gas odours, or biohazard risks unless agreed upon. Safety concerns restrict exterior window cleaning beyond accessible height limits.
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19. PARKING
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Additional charges may apply for limited or paid parking at the service location. This cost will be included in your quote.
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20. KEY HOLDERS
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Authorized representatives of Advanced Cleaning & Ultimate Services LTD are designated as key holders. In the event of a lost key, immediate notification is necessary to initiate essential security measures (no personal details are included on tags) Any costs related to rekeying or security enhancements due to lost keys may be the responsibility of the client.
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21. CARPET & UPHOLSTERY CLEANING
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Our carpet and upholstery cleaning services are designed to refresh and extend the life of your fabrics. Customers must tell us if they pre - treated any stains and what product was used (if known), if mould or biohazard is present (Urine, Blood etc), if water ingress was present , or if they know what caused the stains. If unknown condition - we will carry a full assessment before we undertake any services. We will test all carpets and upholstery materials prior to cleaning for colourfastness, materials, shrinkage risk, and fabric sensitivity. If unsuitable, we may refuse service to avoid damage. If our team will depart due to unable to provide any services, customer may be charged minimal payment fee.
Clients must remove small items, toys, clothes etc. Heavy furniture must be pre-arranged before service.
Full stain removal is not guaranteed for difficult stains (e.g., ink, dye, rust, iron bru, curry, fake tan, blood etc ).
Customer must follow our after care recommendations & Drying times will vary depending on materials.
We are not liable for hidden defects, unknown conditions, fragile fibres or if customer wont follow our recommendations.
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22. OVEN CLEANING
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Our oven cleaning service includes a deep clean of the interior, racks, and glass (no trays). Oven must be off and cool before we begin. Client must inform us if their oven is self cleaning as those can't be treated with chemicals, if our team isn't informed prior our team will conduct a tests to insure service can be provided.
We do not disconnect gas or electrical fittings nor we dismantle or clean doors with internal electric wiring or components.
In some cases, Deep stains or enamel damage may be permanent and some ovens may no be able to clean 100% and We are not liable for damage caused by age-related wear and tear.
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23. BIOHAZARD & SPECIALIST CLEANS
Our specialist cleaning services include: Biohazard cleans, Crime scene clean-ups, Trauma cleans, Fire damage restoration, Mould remediation and more.
Due to the hazardous nature of these jobs, they require specially trained staff, full PPE, and may include waste disposal and decontamination. These are quoted and scheduled separately and often require advance site assessment.
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For questions, clarifications, or opt-outs, please contact us at: office@advancedultimate.com
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