Terms and conditions
Please read these terms and conditions carefully and make sure that you understand them before ordering any services from us. By ordering any of our services whether by telephone, fax, email, via our website or otherwise, you agree to be bound by these terms and conditions. These terms and conditions are subject to change without notice. We will notify you of amendments to these terms and conditions be posting them to this website. Viki clean is officially registered with company number: 8850059. You should print a copy of these Terms for future reference.
 

1. Our contract with you

1.1. These Terms will become binding on you and us when we confirm to you that we have accepted your order for Service (Order), at which point a contract will come into existence between you and us. We will discuss your requirements with you, either by telephone or email. Once you have confirmed that you wish to go ahead with the agreed work at the agreed price, we will accept your Order by sending you a confirmation of booking by email, at which stage the contract between us is made.

2. Standards

2.1. Minimum charges apply.
2.1.1. Weekly regular cleaning, one off cleaning, after builders cleaning, after party cleaning, spring cleaning- minimum of 2 hrs per visit. Fortnightly regular cleaning- minimum of 3 hrs per visit.

2.2. We use national average room sizes when calculating the price over the telephone.
2.3. The Company reserves the right to amend the initial quotation, should the Client/'s original requirements change or upon inspection of the property by us.
2.4. For bedrooms bigger than 20 square meters and living room bigger than 40 square meters the price will increase.

3. Providing services

3.1. The Company will make every effort to complete the services on time. There may, however, be delays due to an Even outside Our Control. Please see clause Even Outside Our Control for our responsibilities.
3.2. We will need certain information from you that is necessary for us to provide the Service, for example, your name, address, contact telephone number(s), email address and payment details. We will contact you about this, whether by email, letter or by telephone. If you do not provide us with this requested information, or you provide us with incomplete or incorrect information, we may make an additional charge of a reasonable sum to cover any extra work that is required, or we may suspend the Services by giving you written notice.
3.3. We may have to suspend the Service if we have to deal with technical or staffing problems. We will contact you to let you know in advance where this occurs, unless the problem is urgent or an emergency. You do not have to pay for the Services while they are suspended under this clause but this does not offer to provide you with replacement personnel to perform the Services in the event of staffing issues, subject to your consent.
3.4. If you do not pay us for the Services when you are supposed to as set out in clause 5, we may suspend the Services with immediate effect until you have paid us the outstanding amounts (except where you properly dispute an invoice under clause 5.9). We will contact you to tell you this. 

4. Access

4.1. The Client must provide electricity and running water at the premises where the service is conducted. Failure to provide these is subject to a £35 non-refundable fee.
4.2. The Client is responsible for providing access to their property at the scheduled time. If keys are provided they must open and close all locks without any special efforts or skills. Failure to provide access to the property is subject to a £35 non-refundable fee.
4.3. The cleaning company is NOT responsible for any alarm triggered during a cleaning service visit. The customer MUST provide the cleaning company with full instructions for decontamination and/or resetting any alarm system on the premises.
4.4. The Client is requested to arrange a suitable parking space for our vehicles within close proximity of the property an/or to cover any parking/congestion expenses if applicable
4.5. Set the heat to minimum on your AGA oven in order for us to clean it without any risk of injury.
4.6. Please provide access to the property in order for our window cleaning technician to dry the windows by hand.

5. Price and payment

5.1. The price of the Services will be set out in our price list in force at the time we confirm your Order. Our prices may change at any time, but price changes will not affect Orders that we have already confirmed with you. 
5.2. Client has the right to pay in cash, by cheque or bank transfer. 
5.3. On completion of the cleaning service, you will be provided with a Service Completion Form containing information about the type of service, any add on works that you required at the time and final payable price. You will be obliged to sign the Service Completion Form and provide a copy to 
Viki clean staff member. Sometimes you will only receive an invoice certifying the work done.
5.4. If the client is absent, copy of the Service Completion Form will be sent via email. Invoice and payment methods will be enclosed too. All services shall be deemed to have been carried out to the Client/'s satisfaction unless written notice is received by the Company with details of the complaint within 24 hours of the work being completed. We will fully investigate any complaint and attempt to resolve it to the satisfaction of the Client, or alternatively to a reasonable standard.
The Client agrees to allow the Company back to re-clean and inspect any disputed areas/items before arranging a third party to carry out services.
5.5. If client does not lay up a claim within the 24 hours, it will be taken as agreed that client is happy with the standard of works being implemented and is obliged to pay the service price via bank transfer not later than 24 hours since the invoice has been issued.
5.6. The Client must be present at all time during the recovery clean.
5.7. Payment by bank transfer is performed in the following way; on completion of the work electronic invoice is sent via email, which refers to description of service, the amount of payment and Viki clean's bank details. 
5.8. If you do not make any payment to us by the due date for payment, we may charge interest to you on the overdue amount at the rate of 3% a year above the base rate of the Bank of England from time to time. This interest shall accrue on a daily basis from the due date until the actual payment of the overdue amount, whether before or after any judgment. You must pay us interest together with any overdue amount. In addition to our right to charge you interest or as an alternative (in our sole discretion) we reserve the right to suspend the provision of Services until you have paid all overdue amounts in full.
5.9. We reserve the right to review our prices for the Services. We will give you at least one month's written notice of any changes to our rates before they take effect. You can choose to cancel the contract in accordance with clause 7. 
5.10. For regular Services (such as weekly or fortnightly cleaning) the client have choice to pay by cash, cheque or bank transfer each visit. Also he can pay by direct debit every week or pay a monthly fee in advance for the whole month. 
5.11. If we are forced to refer your account for collection to a third party, then extra costs may be added to the outstanding amount by the debt collection company.
5.12. Where you pay by cheque and it is returned unpaid, we will charge you a flat fee of 
£25 in addition to any outstanding fees.
5.13. If you dispute an invoice in good faith and contact us to let us know promptly (and no more than 14 days after receiving an invoice), previous clause will not apply for the period of the dispute.
5.14. We reserve the right to set off against any sums we may owe to you any sums you owe to us.
5.15. When the client has booked a service and permitted our company to organize it, the client agrees to pay the full amount for the organization of their service. If the customer does not pay the amount, on a voluntary basis or on request from our company, we reserve the right to:

a) Take legal action to pursue the customer for the amount due.
b) Publish the name of the customer as a Bad Debtor in the local newspaper and other media if the amount has not been paid within the rational terms given.
c) Report the customer as a Bad Debtor to the relevant financial institutions in the UK

 

6. If there is a problem with the services


6.1. Our business reputation is based upon the quality of our Services. We acknowledge, however, that we do sometimes make mistakes. If you are not satisfied with our Services, we offer to re clean your premises to your reasonable satisfaction, subject to the remaining provisions of this clause 6.
6.2 All Services shall be deemed to have been performed to reasonable satisfaction unless you notify us in accordance with the provisions of this clause 6.2. In the unlikely event that there is a defect with the Services:
(a) you are required to contact us in writing (by letter or email) and tell us as soon as reasonably possible (and in any event within 24 hours of the Services being provided;
(b) you agree to give us a reasonable opportunity to repair or fix any defect caused by us or to re clean any disputed areas/items;
(c) we will use every effort to repair, remedy or fix the defect caused by us to your reasonable satisfaction as soon as reasonably practicable free of charge;
(d) if a broken or damaged item cannot be repaired, we may provide a replacement or reimburse you for the fair market value of the item;
(e) you agree to provide us with such assistance and cooperation as we shall reasonably require to remedy a problem, including providing us with access to the relevant premises within 24 hours of you reporting an issue so that we can use our best endeavors to resolve any issues to your reasonable satisfaction;
(f) where you or your representatives are on site at the time of performance of the Services, you agree to draw our personnel’s attention to any alleged defects before they leave your premises;
(g) you agree to notify us before completion of the Services if you are appointing a third party to check the Services;
(h) you will not appoint a third party to attempt to remedy any defect, damage or breakage without consulting us first and any attempt to do so may prejudice your right to require us to remedy, repair or replace items. 
6.3 Whilst we make every effort not to break or damage items, accidents do happen. Please ensure that any valuable items (whether in monetary or in sentimental value) are safely stored prior to our Services being performed.
6.4 Please note that we will not be liable for any damage where caused by faulty materials or installation. We will assume that all surfaces (such as marble, glass or stone) are appropriately sealed for us to provide our Services, unless you notify us to the contrary in writing before we commence the Services.
6.5 We will cooperate with all relevant authorities, including insurance companies and/or the police, in the event that we believe you to be involved in the provision of any misleading information, misrepresentation or fraud in relation to any claim.
6.6 If you are a consumer, you have legal rights in relation to Services not carried out with reasonable skill and care. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office. Nothing in these Terms will affect these legal rights.

7. Cancellations

7.1. The cancellation rights set out in clause 9.2 below apply only if you are a consumer and they only apply in relation to the first occasion we provide any Services of any kind to you. 
7.2. Before we begin to provide Services to you for the first time, you may cancel your initial Order for Services at any time before the start date for the initial Services by giving us at least 24hrs notice by contacting us by telephone, email or fax before the Services are due to take place. You also have the right to cancel our Services by contacting us because we are affected by an Event outside Our Control. We will confirm your cancellation in writing to you.
7.3. If you cancel an Order under clause 9.2 and you have made any payment in advance for Services that have not been provided to you, we will refund these amounts to you.
7.4. However, if you cancel an Order for Services under clause 9.2 and we have already started work on your Order by that time, you will pay us any costs we reasonably incurred in starting to fulfil the Order, and this charge will be deducted from any refund that is due to you or, if no refund is due to you, invoiced to you. We will tell you what these costs are when you contact us. In all other circumstances if you wish to cancel or change the date of any Services you must give us not less than 24 hours’ prior notice before the Services are due to be performed. Such cancellation notice may be given by telephone, fax, post or email. Please note that our incoming emails and telephone messages are checked between the hours of 08.00 to 18.00 Monday to Friday (excluding public holidays) and between 09.00 and 16.00 on Saturday, so any cancellation or change notification received during that period shall be deemed to have been received on the next working day.
7.5. If we are prevented from carrying out our scheduled Services because you have failed to provide us with at least 24 hours’ notice of cancellation under clause 7.4 or if you fail to provide us with access to the property at which the Services are due to take place, or you have not provided us with the necessary electricity and water supplies, or you have provided faulty or defective equipment or insufficient cleaning materials we reserve the right to retain your advance deposit (where you have requested one-off Services) or to charge you in full for the cancelled Services and levy an additional cancellation charge of £25 (where you have requested regular Services).
7.6. We may have to cancel an Order before the start date for the Services, due to an Event outside Our Control or unavailability of key personnel or key equipment/materials without which we cannot provide the Services. We will promptly contact you if this happens. In such circumstances, if you have made any payment in advance for Services that have not been provided to you, we will refund these amounts to you or provide you with a credit note where you require Services on a regular basis.
7.7. Any requests for refunds or price adjustments must be referred to us in writing.

8. Complaints

8.1. The customer accepts and understands that poor service, breaking/damage or theft must be reported straight after completion of the job. Failure to do so will eliminate customer's pretentions. The only exception is our End of Tenancy service which is guaranteed within 48 hours after the cleaning procedure.
8.2. We advises the customer to be present during the completion of the job or if it's not possible - to ensure his/her reprehensive. We recommend all that, in order to inspect the cleaning performance and to make corrections immediately on site. Our company is not responsible for failing inventory check after the performance of the cleaning job.

 

9. Events outside our control

9.1. We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these Terms that is caused by an Event outside Our Control. 
9.2. An Event Outside Our Control means any act or event beyond our reasonable control, including (without limitation) strikes, lock-outs or other industrial action, civil commotion, riot, invasion, 

terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, failure of any electricity or water supplies, failure of any public transport network, or failure of public or private telecommunications networks, inability to enter your premises, or failure or absence of any keys, equipment or materials to be provided by you. If an Event outside Our Control takes place that affects the performance of our obligations under these Terms: (a) we will contact you as soon as reasonably possible to notify you; 
(b) our obligations under these Terms will be suspended and the time for performance of our obligations will be extended for the duration of the Event outside Our Control. Where the Event outside Our Control affects our performance of Services to you, we will restart the Services as soon as reasonably possible after the Event outside Our Control is over.
9.3. You may terminate the contract if an Event outside Our Control takes place and you no longer wish us to provide the Services. Please see your cancellation rights under clause 9. We will only terminate the contract if the Event outside Our Control continues for longer than 30 days in accordance with our cancellation rights in clause7.

10. Insurance

10.1. 
Viki clean hold Public Liability Insurance. The excess is £100 of the value of each claim. Viki clean does not cover damages to that amount of deductibles unless in cases when proven, we will take the necessary measures to refund the client. It should be noted that abusing with damage caused by another party is illegal and we will be closely monitoring this.
10.2. Claims can be covered by the Company and/or its operatives insurance, only if the damage/breakages are reported within 24 hours of the cleaning service visit.
10.3. The Company reserves any right to refuse disclosure of confidential company documents

 

11. Claims

11.1. No refund claims will be considered once the cleaning service has been carried out.
11.2. All services shall be deemed to have been carried out to the Client/'s satisfaction unless written notice is received by the Company with details of the complaint within 24 hours of the work being completed. We will fully investigate any complaint and attempt to resolve it to the satisfaction of the Client, or alternatively to a reasonable standard.
The Client agrees to allow the Company back to re-clean and inspect any disputed areas/items before arranging a third party to carry out services.
11.3. The Client must be present at all time during the recovery clean.
11.4. The Company reserves the right to only offer one recovery clean per service.
11.5. While our operatives make every effort not to brake items, accidents do happen. Identical replacement is always attempted but not guaranteed.
11.6. The Company may require entry to the location of the claim within 24 hours to correct the problem.
11.7. In case of damage, proven to be caused by us, The Company will repair the item at its cost. If the item cannot be repaired the Company will rectify the problem be crediting the customer with the item/'s present actual cash value toward a like replacement. This liability applies only once the payment for the service has been received in full.

12. Liability

12.1. The Company shall not be liable for any third parties or their actions who enter or are present at the Client/'s premises during the cleaning visit. The cleaners cannot be relied on to grant access to the property to third parties.
12.2. All fragile and highly breakable item must be secured or removed. If the client can't ensure protection of the fragile items or it's not possible to remove them from the premise, it's important to inform the cleaning experts about these personal belongings. Items excluded from the cleaning company/'s liability are: cash, jewelry, art, antiques and items of sentimental value. Refund for items of sentimental/personal value will be made only at its current cash value.
12.3. The Company requests all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and/or not cleaned by the cleaning operatives.
12.4. We are not responsible for any existing damage to Clients property in the form of old stains/burns/spillages etc. which cannot be cleaned/removed completely by the cleaning operative using the industry standard cleaning methods.
12.5. The Company shall not be liable for the shrinkage of carpets as a result of poor fitting.
12.6. We will do our best to make sure your appliances are cleaned to a high standard. However, if they have not been cleaned since they were purchased regrettably we will not be liable for ingrained dirt that cannot be removed using chemicals.
12.7. Freezers must be defrosted in advance. As the time-scales for defrosting will not enable us to thoroughly clean it.
12.8. We cannot guarantee our End of Tenancy Cleaning service when furniture or people are still present in the property at the time of the cleaning.
12.9. We shall not be responsible for any damage caused as a result of the Client placing furniture on a carpet which has not completely dried.
12.10. The Company is not liable for any wear or discoloration of fabric that becomes more notable once drift is removed.
12.11. We are not liable for any damage caused by faulty products/equipment provided by the customer.
12.12. For all services other than End of Tenancy Cleaning we shall not be liable for completing jobs that are not listed on the customer/'s task list.
12.13. The Company shall not guarantee After Builders Cleaning service when building work has not finished and there still are people present on site.


13. How we may use your personal information


13.1. We will use the personal information you provide to us to:
a) provide the Service;
b) process your payment for such Services;
c) inform you about similar products or services that we provide;
13.2. You agree that we may pass your personal information to credit reference agencies and that they may keep a record of any search that they do.
13.3. We will not give your personal data to any other third party, other than to our cleaning operatives and anyone assisting us in the performance of the Service.
13.4. We reserve the right to record all telephone conversations for training, quality control, record keeping and fraud prevention purposes. 

14. Other important terms

14.1. 
Viki clean may be liable for up to £60 in locksmith fees where those keys are lost.
14.2. Washing of curtains may cause slight shrinking of the material. This is also valid for some types of carpets. 
Viki clean will not be liable for that.
14.3. During mattress cleaning there is a risk of not 100% stain removal and deep cleaning, due to their thickness and dirt that can be deep penetrated. Without a doubt Viki clean will do their best to clean the mattresses in the best and professional way. 
14.4. Prior to carpet cleaning, the client is required to remove all rubbish, objects and other things, which may become an obstacle for a provision of the service. Otherwise 
Viki clean reserves the right to refuse to perform the service or to not carry it out in full. 
14.5. We may transfer our rights and obligations under these Terms to another organisation, and we will always notify you in writing if this happens, but this will not affect your rights or our obligations under these Terms. In this context we hereby notify you that some of our Services may be performed by our group company, Reality Clean Limited, but the contract will be between you and us and we will remain liable for Reality Clean Limited’s acts or omissions.
14.6. You may only transfer your rights or your obligations under these Terms to another person if we agree in writing. 
14.7. These Terms and each Order constitutes the entire agreement and contract between the parties and you acknowledge that you have not relied on any statement, promise or representation made or given by us or on our behalf which is not set out in that contract. 
14.8. These Terms and each Order apply to the contract between us to the exclusion of any other terms that you seek to impose or incorporate, or which are implied by trade, custom, practice or course of dealing.
14.9. This contract is between you and us. No other person shall have any rights to enforce any of its terms. 
14.10. Each of the clauses of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining clauses will remain in full force and effect.
14.11. If we fail to insist that you perform any of your obligations under these Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you. 
14.12. These Terms are governed by English law. You and we both agree to submit to the non-exclusive jurisdiction of the English courts.

Upon the act of arranging a booking for any type of service, you confirm that you read and agreed with the company Payment terms and conditions, as well as the general Terms and conditions.


For more information Contact us:
T: 0115 8700631


Our knowledgeable office support staff will be happy to assist you.