Terms and Conditions

Mum’s Helping Hands Ltd. reserves the right to make any changes to any part of these terms and conditions without giving any prior notice.

By ordering any Mum’s Helping Hands Ltd service by telephone, e-mail, fax or its website the Client agrees to be bound by Mum’s Helping Hands Ltd terms and conditions.

REGULAR DOMESTIC AND COMMERCIAL CLEANING SERVICES

  1. Minimum of 2 hours per cleaning visit applies.
  2. Mum’s Helping Hands reserves the right to suspend cleaning services if monthly payments are missing.
  3. If any estimates of how long it will take our operatives to do the job required are being provided that is only an estimate based on the average time it takes to clean a home or office of similar size to the Client’s, it being difficult to estimate precisely how long such tasks may take and that a degree of flexibility may be required.
  4. Client agrees to provide all cleaning materials and equipment needed for the required work, unless other arrangements have been made with Mum’s Helping Hands Ltd.  If the Client does not have cleaning materials we can supply products etc for you at an extra charge. Please contact the office if you require products before the job commences.  We will not be held responsible if the cleaner arrives without products.
  5. Commercial clients we will provide equipment and products. These items shall be stored at the Client’s premises. Client will be liable for any loss or damage to Mums Helping Hands equipment.
  6. We require a full months payment in advance for all domestic cleans to secure you cleaning slot.
  7. All cleaning equipment should be safe and in full working order.
  8. Though Mum’s Helping Hands will always aim to provide the same cleaner to your property this is not always possible due to annual leave/sickness under these circumstances a replacement cleaner will be provided. Mum’s Helping Hands will aim to inform you of any changes prior to your visit: should the change happen within 24 hours of your visit we may be unable to contact you with the information prior to your clean but will still ensure a cleaner is provided whenever feasible.
  9. Client understands that the price he/she has been quoted does not include anything apart from cleaning and ironing labour.
  10. If any Mum’s Helping Hands operative needs to collect keys from a third party’s address outside the postal code of the premises where work is to be carried out then a £10 charge will apply.
  11. Mum’s Helping Hands will not be responsible for triggering any alarm systems. Customer should give any special instructions for deactivation/activation of any household alarm systems.
  12. Mum’s Helping Hands reserves the right not to continue with the job if on inspection, it is found that the material to be cleaned or treated is not suitable for cleaning or treatment. Mum’s Helping Hands also will not continue with the job if for example water or power is not available or if there is interference in the work from the Client or any other person.

END OF TENANCY CLEANING/SPRING AND ONE OFF CLEANING/ AFTER BUILDERS CLEANING

  1. If any estimates of how long it will take our operatives to do the job required are being provided that is only an estimate based on the average time it takes to clean a property of similar size to the Client’s, it being difficult to estimate precisely how long such tasks may take and that a degree of flexibility may be required.
  2. We use national average room sizes when calculating the price over the telephone.
    The Company reserves the right to amend the initial quotation, should the Client/’s original requirements change or upon inspection of the property.
    For bedrooms bigger than 20 square meters and living rooms bigger than 40 square meters the price will increase.
  3. The client understands that the price he/she has been quoted is not for a “package deal” and does not include anything apart from cleaning labour.
  4. For one-off and deep cleans full payment should be paid in advance before the clean commences.
  5. The client has the right to cancel or reschedule service agreed. For cancellations requested within less than 24 hours from the day scheduled for cleaning a 20% cancellation fee applies.
  6. The End of Tenancy Cleaning, One Off/Spring Cleaning and an After Builders Cleaning do not include cleaning of: walls, ceilings, curtains, exterior windows, balcony, patio, gardens, washing up, laundry and professional carpet and upholstery cleaning.
  7. Mum’s Helping Hands staff will not take responsibility of emptying cupboards, shelves, fridges and freezers to be cleaned they need to be emptied  by the client.
  8. If an Mum’s Helping Hands operative needs to collect keys from a third party’s address outside the postal code of the premises where work is to be carried out then a £10.00 charge will apply.
  9. Mum’s Helping Hands will not be responsible for triggering any alarm systems. Customer should give any special instructions for deactivation/activation of any household alarm systems.
  10. Client is advised that an end of tenancy cleaning may take double the length of the 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 the same service.
  11. Mum’s Helping Hands reserves the right not to continue with the job if on inspection, it is found that the material to be cleaned or treated is not suitable for cleaning or treatment. Mum’s Helping Hands also will not continue with the job if for example water or power is not available or if there is interference in the work from the Client or any other person.

CARPET/UPHOLSTERY CLEANING SERVICES

  1. Mum’s Helping Hands reserves the right to amend the initial quotation should the Client’s original requirements change.
  2. Any differences will be discussed with the Client prior to the start of the work.
  3. If Mum’s Helping Hands personnel need to collect keys from a third party’s address outside the postal code of the premises where work is to be carried out then a £10.00 charge will be added to the price of the service.
  4. If the Client has a dog, cat or other hairy animal hair making a significant difference to the cleaning process an additional 30% extra charge will be added to the service price.
  5. Mum’s Helping Hands will not be responsible for failing to remove old permanent stains that cannot be removed using normal carpet cleaning methods. Existing damage will be reported prior to commencing work.
  6. Any charges such parking will be added to the Client’s invoice unless different agreement was made.
  7. Mum’s Helping Hands reserves the right not to continue with the job if on inspection, it is found that the material to be cleaned or treated is not suitable for cleaning or treatment. Mum’s Helping Hands also will not continue with the job if for example water or power is not available or if there is interference in the work from the Client or any other person.

CLEANING SUPPLIES EQUIPMENT 

  1. Mum’s Helping Hands Service provides all supplies and equipment for commercial/ office cleaning, end-of tenancy cleans, after-builders cleans and any form of deep clean.Our employees are properly trained to use our cleaning supplies only.
  2. All our regular domestic clients provide there, own cleaning product/ equipment the client understands that Mum’s Helping Hands,  will not be held liable for any damage that is caused by the use of your products.

SERVICE LIMITATIONS

  1. We do not climb higher than a 2-step ladder.
  2. We cannot move furniture over 15 lbs but will try to reach a visible place with an extension duster.
  3. If an area in the home is considered or has the potential to be considered a bio-hazard, that area will not be cleaned (emptying/cleaning cat litter boxes, human/animal excrement, etc).  It is to the clients advantage to have the home picked up as much as possible allowing us to be able to get to all areas so that we can optimize your cleaning.  At Mum’s Helping hands, we provide light straightening of the areas that we clean.  If such areas/surfaces are cluttered at the time of cleaning, your team will clean around those areas and you will be notified.

PAYMENTS

  1. For payment for regular cleaning the client will receive an invoice at the end of every month, billing them for that entire month’s cleaning.  This will normally be paid by bank transfer.
  2. For one-off services full payment should be paid in advance before the service commences.
  3. Payment can be made by bank transfer or cash on completion of the service.
  4. Payment can be made by cheque payable to Mum’s Helping Hands on completion of the service. If paying by cheque, the Client will be responsible for all bank and legal charges resulting from a dishonored cheque.
  5. All prices are subject to current rate of VAT.
  6. Client understands that any ‘late payments’ may be subject to additional charges.
  7. If payment is not made after 30 days of invoice then the account will be passed to a collections agency, after which a charge of 15% 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.
  8. All payments must be made in Great Britain Pounds.

CONFIDENTIALITY AND SECURITY POLICY

The safety of our clients and cleaners is paramount at Mum’s Helping Hands. We maintain a strict policy regarding the privacy of our clients and cleaners.

  1. Clients should not share phone numbers with your cleaner to arrange alternative days for cleaning, clients must contact the office to arrange alternative cleaning visits needs to be booked in on our company system for safety reasons and insurance purposes.
  2. We guarantee discretion and do not share information (including but not limited to e-mail, residential addresses, telephone numbers and profiles).
  3. We do not allow anyone into the residence without explicit direction from our client. We also ask that you inform the office of expected service and delivery persons or if someone will be in the home working or visiting upon cleaners’ arrival.
  4. Cleaners must wear shoes to be in compliance with government safety standards.
  5. Keys to residence or facility are coded and do not have personal information on key-tags.

Please advise of anything in the home that is not working properly (glass shower door falls off hinges when opened, hot water faucet is reversed with cold water, exposed wiring, picture frame is already broken and should not be moved, etc.)

COMPLAINTS AND CLAIMS

  1. Client 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.
  2. Mum’s Helping Hands requires the presence of the Client or his/hers representative in the beginning and at the end of the cleaning session so an inspection can be carried out and if any corrections are needed, should be made on the same day. If a Client is not completely satisfied with the cleaning services, Mum’s Helping Hands will re-clean any areas and item/s before the completion of the service on the same day.
  3. If the Client has scheduled an inventory check then it must be scheduled to commence no later than 24 hours after the cleaning job has been done.
  4. Mum’s Helping Hands may take up to 5 working days to respond to a complaint.
  5. Mum’s Helping Hands will not accept a complaint based on an Inventory check report, filed more than 24-hour after the cleaning session.
  6. Complaints are accepted in writing (letter, e mail or Fax). Complaints must be reported on completion or in the following 24-hour.
  7. All fragile and highly breakable items must be secured or removed. Items excluded from liability are: cash, jewelry, items of sentimental value, art and antiques.
  8. Key replacement/locksmith fees are paid only if keys are lost by our operatives. There is a £30 per household liability limit.
  9. Client should appreciate that carpets often will not have a consistent appearance after cleaning by reason of differences in wear and tear. Sunlight will sometimes cause fading in areas of the carpet and cleaning can not rectify this. Stains are not always visible before dirt is removed and it may not be possible to remove those stains completely. Mum’s Helping Hands will use its best efforts to  provide a good result but Clients are asked to be aware of these limitations which are common to all cleaning operations.
  10. In case of damage Mum’s Helping Hands will try to repair the item/s if it agrees that it caused the damage. If the item/s cannot be repaired Mum’s Helping Hands will rectify the problem through its insurance company by crediting the Client with the item/s if it is proven to be by our personnel.
  11. Mum’s Helping Hands reserves the right not to be responsible for: delay for a cleaning visit due to a traffic congestion, postponed service due to broken equipment, job not complete due to lack of  hot water or power and suitable cleaning materials and/or equipment in full working order provided by the Client, third party entering or present at Client’s premises obstructing the cleaning process, accidental damages worth up to £50 or less.

INSURANCE

  1. Mum’s Helping Hands has a Public and Employer’s liability insurance. The policy will cover any accidental damages caused by an operator working on behalf of Mum’s Helping Hands, reported within 24 hours of service date.
  2. Insurance cover dose not include anything that may break down or stop working at any time such as: dishwasher, washing machine, oven, cookers, extractor fans, fridge, freezer, etc, any other items, instability of which the Client is already aware for such us bathroom appliances or any fixtures. The Client is obliged to warn the Company or the cleaner about appliances that are poorly fixed or not in full working order.
  3. Mum’s Helping Hands reserves the right to refuse to share any of the confidential company’s documents.

CLIENT SATISFACTION

  1. Client understands that he/she is not entitled to a full refund.
  2. If the Client is not satisfied with the cleaning service provided and a complaint has been placed in the stated 24 hours after the job has been completed, Mum’s Helping Hands reserves the right to return a cleaner and re-clean any areas and items to Client’s satisfaction. Therefore the Client must allow the cleaner to be returned and he/she should be at present at all times during the re-clean.
  3. Mum’s Helping Hands reserves the right to return a cleaner no more than once.
  4. If the client refuses a re-clean the company will offer the client a reasonable refund.

CANCELLATION

  1. Client may cancel the scheduled cleaning job up to 24 hours prior to the agreed start time.
  2. Refunds will not be given for any advanced payment made in the event of cancellation.
  3. Clients agrees to pay 100% 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 Client’s premises or problem with clients keys. If keys are provided they must open the lock without any special efforts or skills.
  4. If an initial deposit has been paid to Mum’s Helping Hands then Client agrees that deposit funds may be used to cover the cancellation fee.
  5. No service will be provided on Christmas Day, Boxing Day and New Years day unless specifically requested, in which case the Client will be charged double the normal cost.

AFTER CANCELLATION OF THE CLEANING SERVICE

Non-Solicitation. During the term of this Agreement and for 12 months after any termination of this Agreement, the client will not, without the prior written consent of Mum’s Helping hands Ltd either directly or indirectly contact or solicit any employee’s of the Company or any of its subsidiaries or affiliates with whom he or she has dealt during the twelve (12 ) months prior to his or her termination of Mum’s Helping Hands Ltd.

By entering into this service agreement with Mum’s Helping Hands Ltd, the Client agrees that at any time before or for twelve months after the termination of the cleaning service, she/he will not hire or use any regular Domestic /  Commercial service provided by a present or past cleaner introduced to the Client by the Company. If such situation occurs there will be a charge of £1000 for breaking this clause. These terms and conditions shall be governed by the relevant United Kingdom law, and by agreeing to be bound by them the customer agrees to submit to the exclusive jurisdiction of the relevant courts of the United Kingdom. Mum’s Helping Hands. reserves the right to make any changes to any part of these terms and conditions without giving any prior notice.