Terms & Conditions
By placing an order either over the phone, fax, e mail or web site, customer has verbal or written agreement, and is bound to Top Cleaner’s Terms and Conditions
SERVICES
100% Satisfaction Guarantee
Please note that refunds are not offered prior to a re-clean being accepted. If you are unhappy with any aspect of your cleaning, please contact us within 48 hours of your cleaning to schedule a re-clean of the areas that you were not satisfied with. Otherwise a re-clean will be considered denied. No refund will be offered if a re-clean is denied.
Pricing
We reserve the right to change the pricing or discounts if we see that your home’s circumstances are not typical, or if the incorrect booking options have been selected for your home.
Understanding
We know you are opening your door to us and are wondering what to expect. We guarantee our work, and ask if you have any issues with the services that you understand we are human and can miss small things from time to time. Please let us know and we will gladly return to re-clean the missed area as soon as we can, without too much inconvenience to you.
Pets
Please place any dogs in a room that is not being cleaned or in a dog crate, while our cleaners are in your home. This allows us to focus on your cleaning and allows us to deliver the best cleaning possible without distractions.
Clutter
For us to be able to clean at a consistent pace and to keep your cleaning affordable we ask that if there is more than 5 items in a specific place that needs to be dusted/cleaned then please have the items picked up so we can keep a consistent pace and continue to offer these rates for your services. If there is an area with 5 or more items then we will simply dust/clean around them as best as possible and they will not be moved. Please note: We do not offer organising services at this time.
Extreme Clutter
We have found when we figure the time it would take to for us to clean major cluttered areas that it will not fit in most peoples budget to pay us, and we cannot handle these kind of tasks is an efficient matter, so have chosen not to offer them as a service that we can perform.
Services We Do Not Offer
1) Dish washing – (We will do a few if they’re there when we clean and you have the proper supplies for us.) We will put dishes into a dishwasher.
2) Laundry or folding laundry
3) Shopping or errands
4) Pick up, moving or remove clutter (Defined as 5 or more items in any given area ie: books, boxes, mail, papers, clothes, rubbish etc.)
5) High reaching windows
6) Heavy lifting over 25lbs (Insurance requirements)
7) Cleaning of bodily fluids, toys, pet waste (including pet hair) or other bio-hazards (we do clean minor areas in bathrooms).
8) We also cannot step higher than the height of one chair. (Again for insurance reasons)
REGULAR DOMESTIC CLEANING
The customer agrees to sign and return the Agreement and Standing order forms to Top Cleaners within 7 days of placing the order.
The customer agrees to pay the monthly fee via Standing order.
Top Cleaners reserves the right to suspend cleaning services if monthly payments are missing or if paper work is not returned to Top Cleaners within 7 days of placing the order.
Minimum duration of 3 hours per cleaning visit applies for all domestic cleaning services.
The sales advisors can only give a rough estimate of the duration of the cleaning service, which is based on a basic description of the customer’s house. Please note that duration may vary therefore a degree of flexibility is required.
If collection of keys is required from a location outside the postal code area of the cleaning scheduled, e15 (excl. VAT).
Monthly payment will be refunded only if customer does not require cleaning services for more than 4 weeks.
Top Cleaners will not be responsible for triggering any alarm systems. Customer should give any special instructions for deactivation/activation of any household alarm systems.
Two months minimum contract length applies for ‘Budget’, ‘Regular’ and ‘Heavy’ types of cleaning.
The customer understands that the price quoted over the phone or email does not include anything apart from cleaning and ironing labour.
END OF TENANCY CLEANING
Top Cleaners reserves the right to amend the initial quotation, should the client’s original requirements change.
If collection of keys is required from a location outside the postal code area of the cleaning scheduled, e15 (excl. VAT).
The customer understands that the price quoted is not a “package deal” and includes only cleaning labour.
Minimum duration of 4 hours per cleaning visit applies.
Customer agrees to provide a task list and all cleaning detergents and equipment (vacuum cleaner, mop, bucket and portable ladder) required to carry out the service, unless other arrangements have been made with Top Cleaners. All cleaning equipment provided by customer, should be safe and in full working order.
The sales advisors can only give a rough estimate of the duration of the cleaning service, which is based on a basic description of the customer’s house. Please note that duration may vary therefore a degree of flexibility is required.
If the customer does not have cleaning detergents, Top Cleaners will supply all necessary cleaning detergents for additional e3 per hour. This has to be requested at the time of the booking.
The customer is advised that an end of tenancy cleaning may take double the length of time required for a general cleaning. After Builders Cleaning, After Party Cleaning or Badly neglected homes may take up to three times longer than a well maintained home requiring general cleaning.
ONE-OFF CLEANING / SPRING CLEANING
Top Cleaners reserves the right to amend the initial quotation, should the client’s original requirements change.
Minimum duration of 3 hours per cleaning visit applies.
Customer agrees to provide a list of tasks and all cleaning detergents and equipment needed for the required work, unless other arrangements have been made with Top Cleaners.
All cleaning equipment should be safe and in full working order.
If the customer does not have cleaning detergents, Top Cleaners will supply all necessary cleaning detergents for additional e2 per hour. This has to be requested at the time of the booking.
If collection of keys is required from a location outside the postal code area of the cleaning scheduled, e20 (excl. VAT).
The customer understands that the price quoted is not a “package deal” and includes only cleaning labour.
The sales advisors can only give a rough estimate of the duration of the cleaning service, which is based on a basic description of the customer’s house. Please note that duration may vary therefore a degree of flexibility is required.
The customer is advised that an end of tenancy cleaning may take double the length of time required for a general cleaning. Post Construction/ 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.
CARPET CLEANING & UPHOLSTERY CLEANING
Top Cleaners reserves the right to amend the initial quotation, should the client’s original requirements change.
If the customer has a dog, cat or other hairy pet then an extra 30% charge will be added to the service price due to the extensive amount of animal hair slowing down the cleaning process.
If water extraction is required due to flooding 30% extra charge will be added to the service price.
The client understands that additional Parking and Congestion charge may apply.
All carpet/upholstery cleaning orders are subject to e60 (excl. VAT) minimum call out charge.
If collection of keys is required from a location outside the postal code area of the cleaning scheduled, e20 (excl. VAT).
MATTRESS CLEANING –HYGIENICTECH METHOD
Top Cleaners reserves the right to amend the initial quotation, should the client’s original requirements change.
All mattress cleaning orders are subject to e60 (excl. VAT) minimum call out charge.
If collection of keys is required from a location outside the postal code area of the cleaning scheduled, £15 (excl. VAT).
The client understands that additional Parking and Congestion charge may apply.
PAYMENTS
Payment is requested on completion on the day of the cleaning session.
Payment can be made in cash on completion of the service
Payment can be made by cheque on completion, please make the cheque payable to ‘Top Cleaners’. If paying by cheque, a cheque guarantee card is required and the customer will be responsible for all bank and legal charges resulting from a dishonored cheque.
Payment can be made with debit or credit card over the phone (This need to be made in advance). If payment is made by credit card 4% surcharge will apply. Top Cleaners will not share the customer’s card details with a third party.
The Customer agrees that any outstanding amount owed to Top Cleaners can be charged from the debit/credit card the customer has provided at the time of the booking.
Customer understands that any ‘late payments’ may be subject to additional charges.
If payment is not made after 30 days of invoice then the account will be passed to our collections agency, after which a charge of 15% plus Vat on top of the initial invoice due, will be added to the debt. You agree as part of this contract to pay this sum which represents our reasonable costs in collecting the unpaid amounts.
COMPLAINTS AND CLAIMS
The customer accepts and understands that poor service, breakage/damage or theft must be reported within 24 hours from the service date. Failure to do so will entitle customer to no refunds or recovery cleanings.
Top Cleaners requires the presence of the customer or his/hers representative in the beginning and at the end of the cleaning session as an inspection can be carried out and if any corrections, should be made on the same day.
If the customer has scheduled an inventory check then it must be scheduled to commence no later than 24 hours after the cleaning job has been carried out.
Top Cleaners may take up to 7 working days to respond to a complaint.
Top Cleaners will not accept a complaint based on an Inventory check report, filed more than 24-hour after the cleaning session.
Complaints are accepted verbally over the phone and in writing (letter, e mail or Fax). Complaints must be reported on completion or in the following 24-hour.
All fragile and highly breakable items must be secured or removed. Items excluded from liability are: cash, jewelry, items of sentimental value (the customer will be credited with the items present cash value), art and antiques.
Key replacement/locksmith fees are paid only if keys are lost by our operatives. There is a e35 per household liability limit.
Top Cleaners agrees to keep all customers’ information confidential.
In case of damage Top Cleaners will repair the item at its cost. If the item cannot be repaired Top Cleaners will rectify the problem by crediting the customer with the item’s present actual cash value toward a like replacement from a Top Cleaner’s source upon payment of cleaning services rendered.
INSURANCE
Top Cleaners has a Public and Employer’s liability insurance. The policy will cover any accidental damages caused by an operator working on behalf of Top Cleaners, reported within 24 hours of service date.
There is e350 excess on any claim, of which e150 are paid by customer and e200 by Top Cleaner.
Top Cleaners reserves the right to refuse to share any of the confidential company’s documents.
CUSTOMER SATISFACTION
Customer understands that he/she is not entitled to any refunds.
If the customer is not completely satisfied with a cleaning job, Top Cleaners will re-clean any areas and items to customer’s satisfaction. Therefore customer must allow the cleaner to be returned.
Customer must be present at all times during the recovery-clean. Top Cleaners reserves the right not to return a cleaner more than once.
LIABILITY
Top Cleaners reserves the right not to be liable for:
Completing tasks which are not stated on our task list;
Cleaning jobs not complete due to the lack of suitable cleaning detergents 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 and odours 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 detergents and equipment or standard carpet cleaning equipment;
Any damages caused by a faulty or not in full working order detergents/equipment supplied by the customer.
If the customer has got items which need special cleaning methods and special cleaning detergents, Top Cleaners reserves the right to refuse the provision of the cleaning detergents.
Top Cleaners will advise the client to provide the specific cleaning detergents and to pass cleaning instructions to the sales advisors when placing the order or give instruction to the present cleaner;
CANCELLATION
REGULAR DOMESTIC CLEANING
Customer may cancel or adjust the time of a cleaning visit/s by giving at least 24 hours advanced notice.
Customer agrees to pay the full price of a cleaning visit if the customer cancels or changes the date/time less than 24 hours prior to the scheduled appointment.
Customer agrees to pay the full price of the cleaning visit in the event of a lock-out 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.
Customer may terminate the cleaning service by giving two-week (14 days) advanced notice in writing and specifying the last cleaning date and give reason.
END OF TENANCY CLEANING:
48 hours notice is required if customer should either decide to cancel or re-schedule a cleaning appointment.
Customer agrees to pay 40% of the quote as a cancellation fee if the customer cancels or changes the date/time less than 48 hours prior to the scheduled appointment.
Customer agrees to pay 40% of the quote as a cancellation fee in the event of a lock-out cased by our cleaners being turned away; no one home to let them in; no water or power available at customer’s premises; or problem with customer’s keys.
If keys are provided they must open the lock without any special efforts or skills. If an initial deposit has been paid to Top Cleaners then the customer agrees that deposit funds may be used to cover the cancellation fee.
ONE-OFF CLEANING:
48 hours notice is required if customer should either decide to cancel or re-schedule a cleaning appointment.
Customer agrees to pay 40% of the quote as a cancellation fee if the customer cancels or changes the date/time less than 48 hours prior to the scheduled appointment.
Customer agrees to pay 40% of the quote as a cancellation fee in the event of a lock-out cased by our cleaners being turned away; no one home to let them in; no water or power available at customer’s premises; or problem with customer’s keys.
If keys are provided they must open the lock without any special efforts or skills. If an initial deposit has been paid to Top Cleaners then the customer agrees that deposit funds may be used to cover the cancellation fee.
CARPET AND UPHOLSTERY CLEANING:
48 hours notice is required if customer should either decide to cancel or re-schedule a cleaning appointment.
Customer agrees to pay 40% of the quote as a cancellation fee if the customer cancels or changes the date/time less than 48 hours prior to the scheduled appointment.
Customer agrees to pay 40% of the quote as a cancellation fee in the event of a lock-out cased by our cleaners being turned away; no one home to let them in; no water or power available at customer’s premises; or problem with customer’s keys.
If keys are provided they must open the lock without any special efforts or skills. If an initial deposit has been paid to Top Cleaners then the customer agrees that deposit funds may be used to cover the cancellation fee.
We Are Not responsible for manufactured defects, fading, bleeding or color change
AFTER CANCELLATION OF THE CLEANING SERVICE
By entering into a service agreement with Top Cleaners, the customer agrees that after the termination of the cleaning service he/she will not hire or use any domestic services provided by a present or past cleaner introduced to the customer by Top Cleaners. If the customer wishes to hire or use domestic services provided by such a cleaner then he/she must pay a referral fee of e400.
These terms and conditions shall be governed by the relevant Irish law, and by agreeing to be bound by them the customer agrees to submit to the exclusive jurisdiction of the relevant courts of the Ireland. Top Cleaners reserves the right to make any changes to any part of these terms and conditions without giving any prior notice. Should any of the above clauses change all existing customers will be notified. Please check this website for updates.
