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.

Please note in addition to the above fees, there is a monthly administration charge of £4.97. This will start from the day of the first clean and will be collected automatically every month.

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

Cannot fault this excellant service
RALPH NEWSON
RALPH NEWSON
11:42 21 Oct 20
Reasonable pricing, very easy to use, reasonable cleaner. Very good interaction overall.
John Townsend
John Townsend
10:17 15 Oct 20
Farah Latif
Farah Latif
10:36 12 Oct 20
I continue to be delighted with my new lady, and gratefully look forward to my weekly "Sparkle Day". Thanks very much to you all.
Jay T
Jay T
15:48 01 Sep 20
Jesmin Rahman
Jesmin Rahman
17:32 24 Aug 20
Alec May
Alec May
20:40 14 Aug 20
The cleaner lady who came to our house was really good, on time and professional
romain el sair
romain el sair
14:35 17 Jul 20
As a new customer I have been let down 2x in a row. Cleaning was agreed for last week for a Friday, the cleaner did not come. Gave them another chance for this week and yet again I am being let down. Simply unacceptable.
Adrienn Kökény
Adrienn Kökény
10:11 17 Jul 20
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
12:33 07 Jul 20
Julie Leay
Julie Leay
15:30 06 Jul 20
Great service, always happy to help. Provided me with a very reliable cleaner who was always flexible and did a great job cleaning my house every week.
Laura Stenning
Laura Stenning
10:16 08 Jun 20
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
13:54 03 Jun 20
Great cleaning service by Bianca- very reliable and good results. Highly recommend this cleaning company for easy payment and good service
Aurelia Russo
Aurelia Russo
16:22 25 May 20
Excellent experience of Chanteul- a lovely cleaner who completed everything to above our satisfaction. Thank you very much for sending this charming and personable young woman to us. She has been a great help and we look forward to seeing her again.
Katharine Salmon
Katharine Salmon
16:01 19 May 20
NPS Structures & Design
NPS Structures & Design
08:41 13 May 20
Janet was awesome. She cleaned superbly and often went beyond by putting away washing up that I had left drying or emptying the dishwasher. Can’t recommend highly enough.
Tony Hammond
Tony Hammond
11:51 01 Apr 20
Very responsive to initial query. Claudia has been great in providing a good quality service.
Alison Knight
Alison Knight
17:14 27 Mar 20
Martine Whiteway-Wilkinson
Martine Whiteway-Wilkinson
13:39 27 Mar 20
Excellent service at an fair price plus an very good and reliable cleaning lady.
Joe Vos
Joe Vos
10:43 25 Mar 20
ashok sawhney
ashok sawhney
09:50 25 Mar 20
Thank you superior home cleaning for introducing me to Jen. I am very pleased to have her help me out with cleaning my house. I love the fact that Jen pays attention to detail and that she is very proactive, polite and respectful. It is obvious that Jen is passionate about her job. Looking forward to a continued partnership.
Elleane Schroder
Elleane Schroder
23:09 21 Mar 20
our cleaner, Janet , is a bright, friendly person, who leaves the bathroom bright and shining and the rest of the house with a glow. Thank you, no problems.
Tony Smith
Tony Smith
16:57 20 Mar 20
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
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 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
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