Rescheduling, Cancellation and Lockout Policy:

We require 48-hours notice for reschedules or cancellations. There will be a cancellation fee of 50% of the quote provided.

Less than 24 hours will result in a 100% cancellation free of the quote provided.

Our standard working hours are from 08:00am to 17:00pm. If for any circumstance our staff is sent away or locked out from the agreed working location between these hours, there will be a cancellation fee of 100% of the quoted work. We will make every effort to work within time frames requested, but ask not to be sent away during our working hours. (Exceptions can be made when customer or household member is ill and must remain in the home and similar emergencies)

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Other Information from East Anglia Group Ltd:

If the customer requests changes to service that differs from original estimate, additional charges will be billed or a new estimate may be required.

1.1 These Terms and Conditions represent a contract between East Anglia Group Ltd and the Customer.

1.2 The Customer agrees that any use of the Company’s services, including placing an order for any of our services by telephone, email, website forms shall constitute the Customer’s acceptance of these Terms and Conditions.

1.3 Unless otherwise agreed in writing by a director of the Company, these Terms and Conditions will prevail over any other terms of business or purchase conditions put forward by the Customer.

1.4 No variation or alteration of these Terms and Conditions will be valid unless approved in writing by the director of the Company.

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PAYMENT:

2.1 Payment is within 7 days prior of the invoice issue date in the form of bank transfer or card payment unless agreed by the company director for alternative payment due date e.g. monthly/weekly invoicing.  

2.2 Although greatly appreciated and a powerful way to say ‘Thank you’, the Customer understands that tipping is not required. If you would like to say thanks we would welcome a review to be left on our social media or our Trust Pilot review page.

2.3 If the Company is forced to refer the Customer’s account for collection to a third party then an extra fee may be added to the outstanding amount by the debt collecting company.

2.4 If payment is not recieved within 5 days of the invoice due date  this will result in a 10% late payment charge. If the outstanding sums remain outstanding after 14 days days a further 10% of the overall invoice sum (including the first 10% late payment charge) will be applied. Failing to adhere to this will result in the outstanding sums being passed over to our third party collection company and may incur further additional fees. Unless you have written confirmation by us to advise different.

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Commercial clients we can invoice as per your companies payment/invoicing standard operating procedure of invoicing payment to suit all of your needs.

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REFUNDS

3.1. No refund claims will be entertained once the services have been carried out.

3.2. Refund will be issued only if the Customer has cancelled a service before the 48 hour notice period and a payment has been already taken by the Company.

3.3. Refund will be issued in the case we do not attend the agreed service, payment for which has been already collected by the Company.

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CANCELLATION:

4.1. The Customer agrees to pay the full price of the cleaning service, if:

1. a) The Customer cancels or changes the time/date less than 48 hours prior to the scheduled appointment; b) The Customer fails to provide access to the service premises thus preventing the Company to carry out the booked cleaning visit;
   c) There is a problem with the Customer’s keys and the staff member can’t let themselves in. If keys are provided they must open all locks without any special skills.
   2. If the Customer needs to change the service or time the Company will do its best to accommodate. A minimum of 48 hours notice is required. Please note that the Company cannot guarantee that the same member of staff will be available on the new day and at the time the Customer requires. Any changes in the cleaning schedule are subject to availability.

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CLAIMS:

5.1. While the Company's staff make every effort not to break items, accidents do happen. Identical replacements are always attempted but not guaranteed. For this reason, the Company requests all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and /or not at risk of being damaged by our staff.

5.2. In case of damage, The Company will repair the item at its cost. If the item cannot be repaired the Company will rectify the problem by crediting the client with the item’s present actual cash value toward a like replacement from a Company’s source.

5.3. The Company will not be responsible for damage due to faulty and/or improper installation of any items also old/worn out/damaged items. All surfaces (i.e., marble, granite, etc.)

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LIABILITY:

6.1. The Company will not be liable under any circumstances for any loss, expenses, damages, delays, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Customer arising from or in any way connected with a late arrival of Company staff at the service address. Where the company is at clear fault causing extensive damage we have public liability insurance up to the sum of £2,000,000. The Company endeavours to be right on time on any visit but sometimes due to transport related and other problems which are beyond the Company’s control, the Company operative’s may arrive with a delay or the service visit may be re-scheduled.

6.2. The Company will not be liable under any circumstances for any loss, expenses, damages, delays, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Customer arising from or in any way connected with :

– A service not complete due to the lack of electricity or hot water not in full working condition;
– Third party entering or present at the Customer’s premises during the service process;
-An existing damage to Customer’s property in the form of old stains, burns etc. which cannot be removed completely by the staff member (cleaning services only) using the Customer’s cleaning equipment and materials and in accordance with the industry standard cleaning methods as described in the Company’s method statements;
– Any damages worth £50.00 or less.

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SUPPLEMENTARY TERMS:

7.2. The Company, reserves the right to reevaluate rates at any time should the Customer’s initial list of tasks changes.

7.3. If any estimates of how long it will take the cleaning services to complete the job are being provided those are only estimates based on the average time it takes to clean a house/flat or an office of similar size to the Customer’s, it being difficult to calculate precisely how long such tasks may take and that a degree of flexibility may be required. Please note that one off cleaning may take longer to complete due to longer intervals between cleaning sessions, number and type of cleaning tasks required, when compared to the regular maintenance cleaning of the same property.

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

7.5. East Anglia Group 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. Please refer to your copy of these Terms and Conditions.

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LAW

8.1 These Terms are governed by the laws of England and Wales, and are subject to the exclusive jurisdiction of the Courts of England, and Wales.

8.2 These Terms and Conditions are in regulation of the Consumer Rights Act 2015 and are not in imbalance in the parties rights or obligations under the contract.

8.3 The Terms are transparent for the purposes and expressed in plain and intelligible language and are legible.

8.4 The Terms are prominent for the purposes of the section and brought in such a way that a consumer would be aware of them.