Terms & Conditions

Terms & Conditions

Regular Domestic Cleaning Services

Users of our services must be at least 18 years old and be legally capable of entering into binding contracts.

OUR SERVICE

MINIMUM REQUIREMENT

Superior Home Cleaning shall supply a Cleaner to carry out cleaning services for the Client from the booking date and at intervals agreed with the Client.

Our minimum service provision is 2 hours of cleaning per fortnight.

For our fortnightly service package, we require that we carry out at least 6 cleaning sessions and for our weekly service package a minimum of 4 cleaning sessions are required.

We also require a minimum of 30 days notification  for cancellation. If the minimum  sessions  are not achieved or an early termination is required  an early  termination  fee will be applied of  £30  If there is no cleaning activity for 30 consecutive days and without prior arrangement the cancellation fee will be applied.

OUR STANDARDS

We shall use reasonable endeavors to ensure that we meet Clients’ expectations and will take steps to ensure that all appointed cleaners providing services to the Client follow all appropriate health and safety laws and regulations, as are in force from time to time. 

CLEANING WORK

It is preferable for the Cleaner to have an accurate idea of the work you would like performed, so that there are not any misunderstandings. This can be either verbally or written. We provide task lists to assist with this. Any reasonable domestic task can be undertaken by the Cleaner however, the cleaner cannot lift heavy furniture or work at height, such as up a ladder.

Unless otherwise agreed, the same cleaner will work for you every session booked with Superior Home Cleaning and may specify different tasks for each session.

CHOICE OF CLEANERS

Our Cleaners endeavor to provide services at the same time and date on a regular basis, but however, this is not guaranteed and we ask our cleaners to inform you of any changes to their schedule where possible.

If you are not satisfied with a particular cleaner or in case of sickness, we can provide you with an alternative cleaner, either on a temporary or ongoing basis.

If your cleaner is going to be absent for an extended period, we can arrange a replacement or cover cleaner.

KEYS AND INSURANCE

Superior Home Cleaning Cleaners are fully insured for theft and damage to your property and personal injury to the cleaner is also included. You will be provided with  a Key Holder Agreement if providing keys or other information required to gain entry to your property. Your cleaner will sign this agreement if required. Clients should give any special instructions for deactivation/activation of any alarm systems to the Cleaner.

Our insurance policy covers key and lock replacement in relation to the services provided by your cleaner. Client keys will be returned within 7 working days.

VETTING PROCESS

Our cleaners are vetted for eligibility to work in the U.K. and DBS checks carried out as appropriate.  Copies of their documentation are held by us in accordance with data protection law. We keep appropriate records so that the cleaners are accountable and they are aware of this practice. Ongoing checks will be carried out as necessary.

CONCERNS

If you have minor, resolvable issues with the cleaner, we have found it is best if you speak to her directly, as this is more diplomatic than the issues being raised by us. If you are unhappy with the cleaner in general, please inform us so that we can prevent her from attending further and we will arrange a replacement for you.

EQUIPMENT AND MATERIALS

Cleaners will usually use materials and equipment supplied by the Client, but you should agree this with the Cleaner and any specific instructions for the use of these items. Materials and products for use by our Cleaners can be supplied at an additional cost.

The Client shall be responsible for ensuring that appropriate materials and products are available for the Cleaner to carry out the cleaning services. All cleaning equipment should be safe and in full working order.

CHARGES AND PAYMENT

The hourly cost of cleaning services to be supplied will be advised to you at the time of booking a cleaning service by Superior Home Cleaning. Additional charges for materials will apply if purchased from us, online or directly. All travel costs for the Cleaner are included.

All Services must be paid for using Superior Payment Solutions in conjunction with the Stripe payment gateway . See below details of how to register with Superior Payment Solutions

Clients must not pay the Cleaner directly as this would constitute a breach of our Agreement with the Cleaner.

Clients should note that cleaners are only insured by us once you have accepted our terms and conditions and made payment for services in advance.

CANCELLATION

If you would like to stop using our services, one month’s notice is required. Please contact our office by email to info@superiorhomecleaning.co.uk or call us on

01394 432013 or 01473 876025.

We reserve the right to cancel any bookings and suspend any bookings if payments are not received promptly or as specified under “Charges and Payments”.

TESTIMONIALS

Superior Home Cleaning may contact you for your feedback or testimonial to our services. Testimonials may appear on our website and these may be anonymised or show your name or other personal data, if we have your consent to do so. We may also ask Clients for a video testimonial.

ABOUT US

Superior Home Cleaning is registered in England and Wales under company number 11691483 and our registered office is at  The Street, Alderton IP12 3BL. We can be contacted by email to info@superiorhomecleaning.co.uk or by calling 01394 432013 / 01473 876025.

Superior Home Cleaning provides Clients with Cleaners nationwide. Our Cleaners provide Services on the basis of your acceptance of all of our Terms and Conditions. Our Privacy Policy is available on our website, www.superiorhomecleaning.co.uk

 

NON-POACHING

Our Cleaners contract with us to provide cleaning services to Clients through Superior Home Cleaning and not directly with the Client.

The Client agrees that it shall not, whether on its own behalf, or on behalf of, or jointly with, any other person at any time during the period of this Agreement and for a period of 6 months after termination of this Agreement, seek to poach or accept the services of the Company’s employee, worker or agent in relation to the same or similar services being supplied by the Cleaner directly or a competing business.

 

COMPLAINTS

We treat any complaint very seriously and aim to resolve a complaint fairly and promptly. If you have a complaint about any of the services you have received from Superior Home Cleaning or our representative, you should contact us by email to info@superiorhomecleaning.co.uk or call us on

01394 432013 or 01473 876025.

DATA PROTECTION

Superior Home Cleaning acts as a Data Controller in relation to services supplied under these terms and conditions. All data provided to us is treated as confidential. We reserve the right to withhold records which may compromise the confidentiality of other clients.

The person responsible for data protection matters is

Andrew Struthers.

Under data protection legislation, data subjects have the right to access any data personal data kept by Superior Home Cleaning through a Subject Access Request (SAR). If you wish to invoke this right, you should email us at info@superiorhomecleaning.co.uk

As permitted under data protection legislation we will store personal data only for as long as necessary and for legitimate purposes. We do not pass personal data to any third parties except where lawfully permitted. Personal data is not sold to any third party.

We retain the right to respond to legal requests as necessary.

INSURANCES

Our services are covered by the following insurances:

Public Liability Insurance
                    cover limit of £1 million
                   damage to client’s property;
                   loss of client’s keys (by the cleaner);
                   failure to secure a client’s premises;
                   all claims have an excess of £250 per claim; (customer to pay)
 
losses from dishonesty excess of £500 per claim and a maximum of £5000 per claim (customer to pay) and must lead to prosecution
 

Employers’ Liability Insurance

–       Limit of indemnity £10,000,000.

 

LIABILITY

All warranties, conditions and other terms implied by statute or common law are, to the fullest extent permitted by law, excluded from the agreement between you and us, but your statutory rights as a consumer are unaffected. Our total liability howsoever arising in connection with the provision of cleaning services shall be limited to £1,000,000 and we shall not be liable to you for any losses or claims for compensation which do not arise as a direct result of the provision of the cleaning services by us to you. 

Nothing excludes or limits our liability for death or personal injury caused by our negligence, or for any matter which it would be illegal for us to exclude or attempt to exclude its liability, or for fraud or fraudulent misrepresentation. 

SEVERABILITY

Each of these terms and conditions is separate from all other terms and conditions, so that if one condition is found to be void or otherwise unenforceable it will not affect the validity of any of the others.

NOTICES

We will correspond with you at the address last notified by you to us.

Notices sent by e-mail will be deemed to have been received twenty-four hours after sending and for communications by post, notice will be deemed to be delivered two business days after posting. We can be contracted by:

email                info@superiorhomecleaning.co.uk

post                  Superior Home Innovations Limited,  The Street, Alderton IP12 3BL

 

JURISDICTION AND GOVERNING LAW

These terms and conditions and all disputes, whether contractual or otherwise, arising out of or in connection with them are governed by and shall be construed in accordance with the laws of England and each party submits to the exclusive jurisdiction of the English courts.

CONTACT DETAILS


Head Office
08000862122
Free Phone even from Mobiles 
info@superiorhomecleaning.co.uk

Abhiraj Gill
Abhiraj Gill
19:25 19 Mar 20
Bianca is a top cleaner and really recommendable.
Daniel Nagib
Daniel Nagib
20:00 15 Mar 20
Jawahr Alagil
Jawahr Alagil
18:40 13 Mar 20
Cass is very professional and has a very pleasant personality.
Richard Bartholomew
Richard Bartholomew
16:40 10 Mar 20
I wish I’d been in touch with Superior Home Cleaning much earlier than I did. They are very friendly, helpful and professional. The flexibility is brilliant. I’m disabled and am due to move within companies area and without will be carrying on to use their great services - Thank you 😊
Paul Todd
Paul Todd
00:40 10 Mar 20
Stephen Gilbey
Stephen Gilbey
11:52 05 Mar 20
I looked at a site called Bark and contacted several cleaning companies - I needed a cleaner on a temporary basis. Superior Home Cleaning responded very quickly - I was very impressed with this as I like things to be sorted out "yesterday". A cleaner came to see me within two days and has now started work - a very good cleaner and a thoroughly nice person to have in your home.It's also nice to know that your cleaner receives a good hourly rate and the agency a reasonable sum for their service.The other companies I contacted did respond in good time, but Superior got there first.
Suzi Becker
Suzi Becker
19:09 13 Feb 20
Very happy with the team at Superior Home Cleaning, they are very helpful, prompt in responding to requests & issues and totally trustworthy. Thank you.
Penny Finn
Penny Finn
18:03 12 Feb 20
I have been cleaning for Superior Home Cleaning for the past 4 months and honestly, they’ve been great! The clients that I clean for are so lovely, the hours are great and the communication between myself and the office is excellent. I hope to continue to grow within this company, gaining more skill and knowledge as I go.
Georgina Christie
Georgina Christie
13:44 30 Jan 20
Kathryn, our cleaner is very accommodating and always positive about any cleaning task. She is punctual and very easy to get on with. If I don't say what needs cleaning, she will use her initiative and clean what she thinks I would ask her to do. So far, very happy :)
Helen Quilliam
Helen Quilliam
18:01 27 Nov 19
3rd cleaner but all have been great. Very responsive.
siobhan mchenry
siobhan mchenry
11:46 07 Nov 19
Lovely lady,always turns up on time and does a great job.Would highly recommend
Mary Mason
Mary Mason
21:12 04 Nov 19
Excellent cleaning, easy to pay and get setup and the staff care and accommodate. Would recommend this service highly!
Stuart W
Stuart W
14:31 24 Sep 19
Great company with great cleaners and no hidden fees
Melissa Mortimer
Melissa Mortimer
04:48 21 Sep 19
Helpful company. Some excellent cleaners.
Anne Louise Page
Anne Louise Page
12:25 19 Sep 19
Great service and very easy payment system. No getting cash every week. They have paired me up with a wonderful cleaner, Svetla and now that she’s on holiday, they have been able to send another excellent lady, Lauren, to fill in. Am very happy with SHC.
Janet Cookson
Janet Cookson
09:48 10 Sep 19
They always do an excellent job, would highly recommend them.
Dennis Ord
Dennis Ord
17:12 28 Aug 19
I thought it would be a questionaire!!My experience of Superior Home Cleaning has so far been very good and helpful.With regard to Dawn, my cleaner, I have to say she has been excellent!! She is a great cleaner, I cannot fault her in any way. She is caring and kind and although that is not in her job description it is invaluable to me and probably to every old/disabled person she cleans for.She has my full respectJenny Dunster
Jenny Dunster
Jenny Dunster
11:08 27 Aug 19
Astonishingly bad. I was referred one cleaner, who didn't do any cleaning and refused to come. I was referred a second cleaner, who came once and refused to come again. I was then referred a third cleaner, who came and did a good job but it turned out she was only 16. I was then referred a fourth cleaner. The third cleaner has failed to return my keys, despite several promises over several days, and was abusive when asked to respond. This saga has dragged on for almost two months, making a nightmare out of a rather simple transaction. I am astounded by the incompetence and poor service.
10glasspavilion
10glasspavilion
14:47 24 Aug 19
Had my first appointment last week. Catherine, my cleaner, did a fantastic job and worked extremely hard to make the house look great. Brilliant communication, easy payment plans and no hidden costs. 30% less than other quotes I had too.Very impressive - I highly recommend Superior Home Cleaning.
Richard Jackson
Richard Jackson
12:58 31 Jul 19
Carla S
Carla S
12:46 24 Jul 19
Very friendly and professional customer service team and I couldn't be happier with the standard of cleaning provided! I can't recommend this company enough! Just excellent
Nonnie Fox
Nonnie Fox
10:03 17 Jul 19
Very pleased with cleaner. Easy system payments
Agnes Ashton
Agnes Ashton
10:33 24 Jun 19
I did a Google search, sent an enquiry via the form and supeior homes got straight back to me. I had a lovely woman visit a few days later to arrange the requirements and we booked a day for the first clean. Today I was very happy with the high standard of the domestic clean and having an online payment system works perfectly for me. Highly recommended.
rae burns
rae burns
17:16 05 Jun 19
Graeme and Andrew provide a personal, efficient and reliable service.
C Cooke
C Cooke
10:15 31 May 19
Sandra Sobers
Sandra Sobers
17:03 30 May 19
Seamless experience and great service. Super easy to set up and the cleaner did a really good job! Very happy with them! Used a bi weekly cleaning service for over an year and only discontinuing now as I am relocating to a different city.
Shreya Tandon
Shreya Tandon
17:43 24 May 19
So far my experience with this company has been great. Office staff are efficient, helpful, patient and reliable. My cleaner came for the first time today and she's done a great job! Can really tell the effort, time and pride she's taken in her work and I can't wait to come back to a home like this every time she visits.
Lucy Farr
Lucy Farr
18:20 03 May 19
Informative, reliable, prompt and polite service. Thank you.
Howard Property Group Office
Howard Property Group Office
09:30 29 Apr 19
Absolutely brilliant service. Managers are always available, listen to feedback and keep you informed of situations. The current person they have provided is just fantastic! Thank you :)
Kate Wood
Kate Wood
15:48 27 Mar 19
Maureen Warner
Maureen Warner
12:00 20 Mar 19
We had our first service yesterday with our cleaner Abigail and she was absolutely brilliant and the service from head office is excellent they respond very quickly and are very helpful I would recommend this cleaning company x thankyou So much x
Jenni-lee Scott
Jenni-lee Scott
15:27 19 Mar 19
Great cleaning service. Scarlett is lovely, friendly and hard working. It's so nice to have someone so cheerful and keen to make my house look so sparkling clean.
Anna Ratcliffe
Anna Ratcliffe
19:20 15 Dec 18
Do not use this company. Their cleaners are very unreliable and you will spend your life asking for refunds and keys back. When you do it is seen to be causing a fuss!Edit: I thought I would add a little more context following a response we from the owner. When I engaged the services of the company I was on maternity leave with a 3 month old baby. I was due to return to work so really wanted to sort out a reliable cleaner with no hassle. They sent a cleaner for me to meet and we agreed the day and time that she would start. On the day the cleaner was meant to start, the cleaner advised that she would not be attending as she no longer worked for the company. This was an hour and a half before she was due to arrive.Onto the next cleaner, we met and we agreed the day and time she would clean and then the date she would start. The second time she was was due to clean for us she failed to turn up with no contact whatsoever. The third time she was due to clean for us she text me to ask me if she was working for us that day and the forth time she was due to clean for us she failed to turn up and made no contact whatsoever. We said we would no longer like to use her and could we have a new cleaner.Onto the next cleaner, we met and agreed what days and time she would clean for us along with her start date. I advised I could not give her the key as I had not yet had this back from the previous cleaner but I expected the key back soon as I had asked for the key back on the day we advised we no longer wanted to use the previous cleaner. The key was posted through our door, with a rude note, 6 days after we had asked for it back. I asked twice and my parter also asked too. It seemed like the company were not too concerned that a disgruntled cleaner had the keys to our house and I felt like we were being made out to look awkward for wanting our keys back promptly.Finally, the company called me yesterday to advise that the new cleaner did not want to start with us because of the ‘keys issue’ and she was worried that she would not be able to meet our requirements in regards to getting our keys back when we needed them. We have no requirements, just that we expect them back promptly (and without a rude letter) if we ask for them back. I would expect anyone else to want the same thing. I am not exactly sure was said to the new cleaner to make her not want to start as the company owner just kept mumbling about something to do with keys.I agree, refunds were processed promptly, but the point is, if we were provided with reliable cleaners we wouldn’t need to keep asking for refunds. This is an honest review from a new mum who just wanted a cleaner sorted when she went back to work. Over 3 months down the line and I still have no cleaner. This review is left so that people can make up their own minds about using your company, so please don’t make out like I am an ‘awkward customer’.
Charlotte Whiley
Charlotte Whiley
12:09 24 Oct 18
I have been using this company for the last couple of months. The whole process from start to now has been very professional. My lovely cleaner is always on time and does a fantastic job. I would highly recommend this company. Thank you so much. I love Fridays. 😁
Nicki Legh-Smith
Nicki Legh-Smith
19:12 12 Oct 18
Amazing service and matched up with an amazing cleaner in Jen. Professional, affordable and would highly recommend to others.
Tam McKie
Tam McKie
10:32 04 Oct 18
Prompt response to my initial enquiry and excellent service all round - highly recommended!
Paul Jones
Paul Jones
13:16 11 Sep 18
Adam and I have been really impressed with the service offered. It’s been professional and our cleaner always does a fantastic job. I feel very confident recommending this reliable trustworthy company to friends and family.
Daisy and Pip Turner
Daisy and Pip Turner
16:45 30 Aug 18
great service, cleaners are reliable, do a great job and always turn up on time
Dean Haywood
Dean Haywood
11:30 24 Aug 18
Fantastic service from the start. Very quick to get back to me with all the information I needed. I was then matched and met our cleaner all within 3 days. Our cleaner is brilliant and very professional, I feel very easy with her being in the house if I'm working from home or have to go out. I would throughly recommend this company. Many thanks for all your help and hard work.
Sarah
Sarah
22:00 16 Aug 18
Always quick to respond, never misses any of our calls. Polite and professional team. Highly recommended.
Marketing Team
Marketing Team
10:50 16 Aug 18
Very reliable and high standard service. Highly recommended.
Rob Reeve
Rob Reeve
17:23 09 Aug 18
Really easy process.. great service
Natalie Elliston
Natalie Elliston
10:06 04 Aug 18
Both Graeme and Andrew are very friendly and nothing is too much trouble.. even when things go wrong! Thank you both for helping me out.
Anya Wooddissee
Anya Wooddissee
08:46 03 Aug 18
very very worst service , do no use this service!!!
sb game
sb game
15:27 02 Aug 18
Great company. Very reliable and super cleaning service. Would highly recommend.
Dany Williams
Dany Williams
13:51 26 Jul 18
great business!
Michelle Downey
Michelle Downey
09:07 25 Jul 18
Great service and very helpful
Johanna Till
Johanna Till
08:47 23 Jul 18
I have known Andrew for only a year however I have come to know him as a very professional business man who really is focused on delivering a 5 Star service to his clients. I would have no hesitation in recommending Andrew in any capacity.
Pauline Davidson
Pauline Davidson
13:15 21 Jul 18
Fantastic customer service and a super clean
Jess Brooks
Jess Brooks
14:03 20 Jul 18
Top One Percent Google team
Top One Percent Google team
15:55 22 Feb 18
Superior Home Cleaning has been great to work with! My mother-in-law was in need of services and we couldn’t have picked a better company. They worked with me to set up billing options that worked for our specific situation (we live out of the country and are paying for services). The cleaning was thorough and professionally done. We are very happy with their services. Give them a call today!
A. Barker
A. Barker
15:36 12 Jan 18
We had our first clean today and it was superb. Angie, our cleaner, paid attention to detail and did a really good job. The whole process of setting up our cleaning with superior home cleaning has been professional and easy. I would highly recommend. Thank you Graeme and Angie.
Emma Laflin
Emma Laflin
20:34 08 Jan 18
Gareth Jones
Gareth Jones
10:07 23 Oct 17