5G Clean Services

Terms & Conditions

General Domestic Cleaning & Office Cleaning

Last updated on 29 March, 2023

  • The customer agrees with 5G Cleaning Services Ltd terms and conditions by confirming their booking. The terms and conditions will be emailed to the customer before the initial service.
  • Our services are quoted on flat rates, depending on the property. It will include agency and office administration fees. 
  • Minimum of 3 hours booking per cleaning visit for weekly and fortnightly, once a month services, a minimum booking of 5 hours applies unless agreed otherwise. 
  • 5G Cleaning Services reserves the right to amend the initial quotation, should the client’s original requirements change minimum of 3 hours per cleaning visit applies.
  • Customer agrees to provide a list of tasks and all cleaning materials if required specific products used in their property and equipment needed for the required work, unless other arrangements have been made with 5G Cleaning Services. 
  • All cleaning equipment should be safe and in full working order. 
  • If the customer does not have cleaning materials or value on utility and customer asks 5G Cleaning Services to purchase the items on their behalf, customer understands that an applicable service charge will be applied. 
  • If a 5G Cleaning Services staff needs to collect keys from a third party’s address outside the postal code of the premises where work is to be carried out, then a £10 charge may apply. 
  • 5G Cleaning Services is NOT responsible for any alarm triggered during a cleaning service visit. The customer MUST provide The Agency with full instructions for disabling and or resetting and alarm systems on the premises.
  • The client understands 5G Cleaning Services reserves the right to amend the initial quotation if the job takes longer to complete. Client understands that the price given may not be the final. Prices given on our website matches with an estimated time of how long it will take our staff to do the job, a degree of flexibility may be required, when overwork, a payment method will be sent to the client to collect payment for extra service.  
  • The client is liable for an employment referral fee of £1,000.00 should he/she directly engage anyone currently employed/sub-contracted by 5G Cleaning Services. The client agrees to pay this fee whether he notifies the company of his actions or 5G Cleaning Services discovers this employment independently at any time after it occurs. The client further agrees to reimburse 5G Cleaning Services for any and all collection or legal fees 5G Cleaning Services incurs in collecting this fee.
  • The customer is advised that a one-off spring cleaning may take double the length of time required for a general cleaning. Post Construction Cleaning (After Builders Cleaning), post party cleaning or badly neglected homes may take up to three times longer than a well-maintained home requiring general cleaning. 
  • We reserve the right to add additional cost of minimum £100.00 to properties which are in extremely poor conditions and will require our team much longer time to complete the work.
  • Congestion Charge, ULEZ (Ultra Low Emissions Zone) and Parking Charges are fees that the customer has to cover if applicable. 
  • In case that there is no free/paid parking and it is strictly parking permit zones the customer must provide a parking permit or we will cancel the booking and initial deposit/booking fee not be refundable.
  • The Client is liable for full payment of any parking penalties incurred as a result of the client’s actions.

General End of Tenancy Cleaning Terms & Conditions

  • We require the property to be empty of personal belongings when we arrive to carry out the cleaning.
  • The Customer must ensure that all personal belongings are completely moved out. If this is not complied with, the customer agrees to an additional charge of £100.00 be charged.
  • We require the property to have electricity and running hot water to provide the cleaning. If both are not available we may cancel the job and you will lose 50% of your booking.
  • The fridge/freezer must be defrosted 24 hours before the cleaning takes place. If the fridge/freezer is not defrosted and there is ice we will only clean around it.
  • Any price quoted is based on one single fridge freezer and one single oven. If any larger and/or additional appliances are to be cleaning the customer will incur an additional charge, such charge being at the discretion of the cleaning company.
  • If any ladders are required to reach any areas then the need for a ladder must be stated at the time of the booking. In the event that any ladder is required, the customer will be liable for an additional charge, such charge to be at the discretion of the cleaning company.
  • Not included in the service price are: Cleaning walls, any mould on walls or ceilings, the inside of toasters, kettles and other electrical appliances, curtains, balconies, patios, exterior windows, carpet cleaning, emptying and putting items back in cupboards/wardrobes/drawers, emptying, cleaning and putting back books on bookshelves, washing up and cleaning cutlery. All of the above-mentioned services, excluding walls and ceiling cleaning, are available at an extra charge. The property must be vacated. 
  • The client should not be present in the property while the cleaning company are carrying out the end of tenancy cleaning. Once the cleaners have completed the job, it is the client’s responsibility to check and make sure they are satisfied with the cleaning while our operatives are still present at the property. If the customer spots any issues up on checking the job carried out, our team will correct these on the spot.
  • Any claim for damage must be reported to the cleaning company within 24 hours of the cleaning service visit. The company will not be liable for any damage or loss caused to you or your property and any such liability will be between you and the cleaning company.
  • We suggest, without acceptance of any liability, that all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and/or not cleaned by the cleaning company and for the avoidance of doubt the company accepts no liability for any loss or damage howsoever caused.
  • We are not responsible for any existing damage to customer’s property in the form of old stains/burns/spillages etc. which cannot be cleaned/removed completely by the cleaning company using the industry standard cleaning methods.
  • Arrival times and cleaning times are an estimate. The company will not be liable, under any circumstances, for missed/cancelled appointment costs or any other costs owing to delayed arrival or completion times.
  • Congestion Charge, ULEZ (Ultra Low Emissions Zone) and Parking Charges are fees that the customer must cover if applicable. 
  • In case that there is no free/paid parking and it is strictly parking permit zones the customer must provide a parking permit or we will cancel the booking and initial deposit/booking fee not be refundable.
  • We reserve the right to add additional cost of minimum £1000.00 to properties which are in extremely poor conditions and will require our team much longer time to complete the work.
  • The Client is liable for full payment of any parking penalties incurred as a result of the client’s actions.

Online Bookings

  • The customer is responsible for booking the services required correctly in terms of property size and additional extras required to be provided by the cleaning company.
  • If up on arrival the property does not match what the customer has booked, we will amend the booking and this will reflect the price. 
  • If additional services are required, but not originally booked by the customer such as steam carpet cleaning or upholstery cleaning and window cleaning, we cannot promise to provide these at the same time as the cleaning as these services are additional and need to be booked in advance.
  • If steam carpet cleaning or upholstery cleaning is required, but not initially booked, this will be charged as an additional service and we may have to provide it on a different day depending on availability.
  • Extras such as blinds, balcony, steam carpet/upholstery, window cleaning or additional rooms must be selected when making the booking in advance.

Payment

  • All services are paid in cash or on our website.
  • All transactions and balances for cleaning services are to be carried out at the end of your booking on our website. They are payable by debit/credit card, American Express, Apple Pay, PayPal, Amazon Pay.
  • In order to secure your booking with us, a full payment must be received in advance.
  • Payments can be made via our booking system on our website.
    If there’s a remaining payment, it must be settled within 24 hours of the day of the cleaning service.
  • If the Client specifically requests for work to be undertaken during unsociable hours, (i.e. late evenings, Sundays and public holidays) a surcharge may be applicable.

Refunds

  • No refund claims will be considered once the cleaning has been carried out.
  • The deposit/booking fee will be refunded only if the customer has given more than 48 hours notice of cancellation.
  • If company operative do not show up for cleaning, you have a choice to reschedule the cleaning or we will refund you the deposit/booking fee paid to secure the booking.
  • Both the booking fee and any deposit will be strictly non-refundable under any circumstance.

Cancellation

  • Customer may cancel a cleaning visit/s or change the time and day of a cleaning service by giving at least 48 hours advanced notice via email or phone during office working hours.
  • Should the client fail to give 48 hours notice of the service, the client will incur a charge 50% fee of the cancelation, and 100% of the fee if client cancels the service last minute. Rescheduling your service at least 2 days in advance of the appointment will incur no charges.

  • Customer may terminate the whole service by giving 7 days prior notice in writing and specifying the last cleaning date.

  • Customer agrees to pay the 50% quoted price of the cleaning visit if the customer cancels or changes the date/time less than 48 hours prior to the scheduled appointment and full price if cancelling with 3 hours notice prior to the scheduled appointment.
  • Customer agrees to pay the full price of the cleaning visit in the event of a lockout 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.
  • 5G Cleaning Services may refuse any cleaning job if the condition of the property OR reserves the rights to change prices without notice if the client has misrepresented any information about the property condition or size.

Complains

  • Reports of poor service, breakage, damage, or theft MUST be reported by the customer to 5G Cleaning Services with 24 hours of the visit. Reports received after this time frame will not entitle the customer to any refund or replacement service.
  • If a written complaint is filed within 24 hours of the booking being completed and photos/inventory check out report is provided, showing clearly areas missed by 5G Cleaning Services, we will arrange a free re-clean.
  • End of tenancy cleaning services provided by the company, shall be deemed to have been carried out to the customer’s satisfaction unless written notice is received by the company including pictures or inventory check out report provided as evidence with details of the complaint within 48 hours of the booking being completed. We will fully investigate any complaint and attempt to resolve it in a professional and timely manner.
  • 5G Cleaning Services will respond to any complaints reports within two working days after receipt of the report.
  • Complaints may be made verbally via telephone or by writing via email or letter, but either must be received within 24 hours of the service. A member of our team with whom you may speak when reporting the complaint will send you a summary of the conversation via email; until you replay to this email, the complaint cannot be accepted.
  • If complaints are received after 24 hours of the booking being completed 5G Cleaning Services are not liable to fix any issues free of charge, nor do we accept any fee’s incurred by landlord/estate agents for top up cleaning.
  • The 24 hour guarantee will be invalidated if the customer is staying in the property over night once the cleaning has been carried out and we will not look into any complaints received.
  • The customer agrees to secure or remove any fragile, breakable or highly valuable items.
  • Replacement of keys/locksmith fees will apply only if the key has been lost by one of the 5G Cleaning Services team member. 5G Cleaning Services liability extends to a maximum of £30 per household for these costs.

Insurance and Liability

  • Operatives from 5G Cleaning Services work under a self-employment basis and are covered by their individual Public Liability policies.
  • 5G Cleaning Services also holds Public Liability insurance as a company up to £5,000,000.
  • The policy will cover any accidental damages caused by an operative working on behalf of 5G Cleaning Services. There is £250 excess on any claim.
  • Neither 5G Cleaning Services nor its operatives are liable for the first £100 of any claim or for any claim of £100 or less. The customer understands that they should have adequate insurance in place over their own possessions e.g. a general household insurance policy, and will produce a copy of this to the Agency if requested.
  • The customer accepts and understands that poor service; breakage/damage or theft must be reported within 24 hours from our service date. Failure to do so will entitle customer to nothing.
  • 5G Cleaning Services suggest, without acceptance of any liability, that all irreplaceable items (whether monetarily or sentimentally valuable) must be removed or stored away and/or not cleaned by the cleaning company and for the avoidance of doubt the company accepts no liability for any loss or damage howsoever caused.
  • Items excluded from liability are: cash, jewellery, items of sentimental value (the customer will be credited with the items present cash value), art and antiques.
  • Claims exceeding the £100 minimum will be considered if reported within 24 hours after the service took place. Customer will be granted compensation or reimbursement in the following situations: the operative who was send by 5G Cleaning Services alerts us to the environment, the customer himself,/herself did not give direct instructions to the cleaner to use unapproved products/equipment.
  • 5G Cleaning Services reserves the right to refuse to disclose the confidential company documents.
  • If the customer is not completely satisfied with a cleaning job, a complaint must be logged within 24 hours from the cleaning day. 5G Cleaning Services will re-clean any areas and items to customer’s satisfaction.
  • Key replacement/locksmith fees are paid only if our operatives lose keys.
  • 5G Cleaning Services reserves the right not to be responsible for: cleaning job not complete due to the lack of suitable cleaning materials 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 materials and equipment or standard carpet cleaning equipment; any damages caused by a faulty or not in full working order materials/equipment supplied by the customer; accidental damages worth £50 or less; any accidental damages caused by our cleaners if the customer has an unpaid balance owed to 5G Cleaning Services.
  • 5G Cleaning Services is NOT liable for:
  1. Completing jobs not listed on the customer`s task list
  2. Completing jobs where sufficient cleaning products/equipment were not supplied to do so
  3. Any third parties or their actions who enter or are present at the customer`s premises during the cleaning visit
  4. Any wear or discolouration of fabric that becomes more notable once dirt is removed
  5. Removal of old/permanent stains that are not affected by standard cleaning methods on fabrics or carpets
  6. Removal of any stains, spillage or damage that cannot be completely removed by the cleaning products/equipment provided by the customer or standard carpet cleaning measures.
  7. Any damages caused by faulty products/equipment provided by the customer
  8. If the customer requires items to be cleaned that require specialist products/supplies beyond standard, 5G Cleaning Services reserves the right to refuse to provide such specialist provisions.
  9. 5G Cleaning Services will advise the client to provide such specialist cleaning supplies and provide instructions to the sales operative when placing the order via our website, telephone or email before the service is carried out OR to the operative when they arrive.

Book your cleaning

What happens after I submit my online booking?

Once you have submitted your online booking, one of our office representatives will carefully look through your booking requirements and send you a confirmation email with more information about your booking. Will be assigned to you a member of our staff for your booking.

If you have any questions or concerns regarding your booking, a team of our staff are ready to help you and answer any questions you may have over the phone. In the meantime, please have a look at our FAQ’s section as your questions may have already been answered.

You can reach always our office at +4407747738804 or simply send us an email to 5gcleanerservices@gmail.com and we will answer your email at the first opportunity we get. 

Our office lines are open 7 days a week! Monday to Friday 8:00am until 8:00pm and 8:00am until 4:00pm on Saturday and Sunday.

Personal info
Name*
Postcode*
Cell phone*
Email*
Additional info
Tell us more about:
How many square feet?*
How many bedrooms?*
How many full bathrooms?*
How many floors?
How many people in your household?
How many pets in your household?
Services*
Routine*
Add-ons:
Tell us if you need some add-ons to your service:
Complete windows
Changing beds
Fridge
Freezer
Oven Cleaning
Laundry
Patio / Balcony / Deck