Terms & Conditions

Terms & Conditions for domestic customers

By booking in a clean, either over the phone, email or text message either verbally or in writing, the customer is bound to The Oxford Cleaning Company’s Terms and Conditions.

1. SERVICES

A. REGULAR DOMESTIC CLEANING

I. The customer agrees to sign and return the agreement to The Oxford Cleaning Company prior to the first cleaning visit.

II. The customer and The Oxford Cleaning Company agree to a suitable payment method.

III. The Oxford Cleaning Company reserves the right to suspend cleaning services if payments are missing or if paperwork is not returned to us prior to the first cleaning visit

IV. Minimum duration of 40 minutes per cleaning visit applies for all domestic cleaning services.

V. The Oxford Cleaning Company can only provide a rough estimate on the duration on the clean, this is based on their first visit to the property. Please note that duration may vary on each clean, therefore a degree of flexibility is required. Note: The first clean usually takes a little longer than subsequent cleans.

IX. Payments will be collected on the day of the clean, once a week/fortnightly.

X. The Oxford Cleaning Company is not responsible if an alarm system is triggered. The customer should provide specific instructions explaining the deactivation/activation of any household alarm systems.

XI. The price quoted over the phone or email does not include any additional services. The services provided are detailed on The Oxford Cleaning Company website.

B. END OF TENANCY CLEANING / AFTER PARTY CLEANING

I. The Oxford Cleaning Company reserves the right to amend the initial quotation, should the client’s original requirements change.

II. If collection of keys is required, The Oxford Cleaning Company requires at least 48 hours’ notice to give The Oxford Cleaning Company time to collect keys within open/closing times of estate agents/solicitors.

III. The customer understands that the price quoted is not a “package deal” and includes only cleaning labour.

IV. The property will be cleaned thoroughly within one working day.

V. All tasks carried out are listed under “Services” link on the webpage.

VI. The Oxford Cleaning Company can only provide a rough estimate on the duration on the clean, this is based on their visit to the property. Therefore a degree of flexibility is required.

VII. An end of tenancy clean may take double the length of time required for a general clean. After Builders Cleaning, After Party Cleaning or Badly neglected homes may take up to three times longer than a well-maintained home.

2. PAYMENTS

A. Payment is requested on the same day, following the clean.

B. Payment can be made by bank transfer (the customer will receive an invoice with the payment details). The Oxford Cleaning Company will not share any of the customer’s details with a third party.

C. The customer understands that any ‘late payments’ may be subject to additional charges.

D. If payment is not made after 14 days of the clean the account will be passed to our collection’s agency. After which a charge of 15% on top of the initial invoice 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 debt.

3. COMPLAINTS AND CLAIMS

A. The customer accepts and understands that poor service, breakage/damage or theft must be reported within 24 hours of the service date. Reports made after 24 hours will not receive a refund or free clean to rectify issues.

B. The Oxford Cleaning Company requires the customer to be present to inspect the clean at the beginning and at the end of each cleaning session. If the customer is not present on the day The Oxford Cleaning Company does not hold any responsibility and will not be able to return to rectify any issues.

C. If the customer has scheduled an inventory check, it must be scheduled to commence no later than 24 hours after the cleaning has been carried out and photographic evidence must be given.

D. The Oxford Cleaning Company may take up to 7 working days to respond to a complaint.

E. The Oxford Cleaning Company will not accept a complaint based on an Inventory check report, filed more than 24-hour after the cleaning session.

F. Complaints are accepted verbally over the phone and in writing (letter or email). Complaints must be reported on completion or within the following 24 hours.

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

H. Key replacement/locksmith fees are paid only if The Oxford Cleaning Company’s operatives lose keys.

I. The Oxford Cleaning Company agrees to keep all customers’ information confidential.

J. In case of damage The Oxford Cleaning Company will repair or replace the item. If the item cannot be repaired The Oxford Cleaning Company will rectify the problem by crediting the customer towards a like for like replacement.

4. INSURANCE

A. The Oxford Cleaning Company has a public liability insurance. The policy covers any accidental damages caused by Ella Coppock. All cleaners employed by The Oxford Cleaning Company have their own public liability insurance.

B. There is £500 excess on any claim, of which £200 is paid by customer and £300 by The Oxford Cleaning Company.

C. The Oxford Cleaning Company reserves the right to refuse to share any of the confidential company’s documents.

5. CUSTOMER SATISFACTION

A. The customer understands that he/she is not entitled to any refunds.

B. If the customer is not completely satisfied with a cleaning job, The Oxford Cleaning Company will re-clean any areas and items to the customer’s satisfaction. Therefore, customer must allow the cleaner to return.

C. The customer must be present at all times during the recovery clean. The Oxford Cleaning Company reserves the right not to return more than once.

6. LIABILITY

A. The Oxford Cleaning Company reserves the right to not be liable for:

Completing tasks which are not stated in the quote

Not completing a cleaning job due to no hot water or power
Wear or discolouring of fabric becoming more visible once dirt has been removed
Failing to remove old/permanent stains
Existing damage or spillage that cannot be cleaned/removed completely

7. CANCELLATION

A. REGULAR DOMESTIC CLEANING

I. Customer may cancel or adjust the time of a cleaning visit/s by giving at least 48 hours advanced notice.

II. Cancellations made between 24 hours and 48 hours of an appointment may be subject to a 50% cancellation fee. Any cancellations made less than 24 hours in advance of an appointment will be charged the full appointment fee.

III. Customer agrees to pay the full price of the cleaning visit if the cleaner is unable to access the property or if the clean cannot be carried out because of no power or water.

V. One week’s notice is required if the customer would like to terminate their cleaning service completely. The customer agrees to pay the full price of one cleaning visit if notice is not provided.

B. ONE OFF CLEANING

I. 48 hours’ notice is required if customer should either decide to cancel or re-schedule a cleaning appointment.

III. Customer agrees to pay the full price of the cleaning visit if the cleaner is unable to access the property or if the clean cannot be carried out because of no power or water.

Payment Terms and Conditions for Commercial Customers

1. Payment Agreement: 1.1 Payment for services provided by The Oxford Cleaning Company (“the Company”) is due within 30 days of the invoice date, unless otherwise agreed upon in writing.

2. Invoicing: 2.1 The Company will issue invoices for services rendered to the commercial customer (“the Customer”). 2.2 Invoices will be sent to the billing address provided by the Customer.

3. Late Payment: 3.1 Late payment may result in interest charges being applied at a rate of 8% above the Bank of England’s base rate, in accordance with the Late Payment of Commercial Debts (Interest) Act 1998. 3.2 The Company reserves the right to suspend services or terminate the agreement if payments are not received within the stipulated timeframe.

4. Payment Methods: 4.1 Payments must be made in GBP (British Pounds Sterling). 4.2 The Company accepts payments via bank transfer or cheque.

5. Disputed Invoices: 5.1 Any disputed invoices must be brought to the attention of the Company within 14 days of receipt. 5.2 The Customer agrees to communicate promptly and in good faith to resolve any disputes regarding the invoiced amount.

6. Credit Limits: 6.1 The Company reserves the right to set and adjust credit limits for Customers based on credit history and payment performance. 6.2 The Customer will be notified in writing if any changes are made to their credit limit.

7. Termination of Services: 7.1 The Company reserves the right to suspend or terminate services if the Customer fails to make timely payments. 7.2 Termination of services does not relieve the Customer of their obligation to pay any outstanding amounts.

8. VAT: 8.1 All prices quoted are exclusive of Value Added Tax (VAT) at the prevailing rate, unless otherwise specified.

9. Confidentiality: 9.1 All financial information and terms of payment discussed between the Company and the Customer will be treated as confidential.

10. Governing Law: 10.1 This agreement shall be governed by and construed in accordance with the laws of England and Wales. 10.2 Any disputes arising out of or in connection with this agreement shall be subject to the exclusive jurisdiction of the English courts.

11. Amendments: 11.1 The Company reserves the right to amend these payment terms and conditions. Customers will be notified in writing of any changes.

By entering into an agreement with The Oxford Cleaning Company, the Customer acknowledges and agrees to abide by the above-stated payment terms and conditions.