Terms & Conditions
Effective Date:
These Terms & Conditions apply to services provided by KTS Cleaning Services & More. By confirming a booking with us, the Client (“you” or “your”) agrees to these Terms & Conditions.
1. Bookings & Quotations
1(a) Following an initial enquiry, a property visit will be arranged to discuss your requirements, view the property and establish the appropriate service. Where applicable, a personalised quotation will then be provided based on the condition of the property and the agreed scope of work.
1(b) If additional work is required or requested after the quotation has been provided, the price or time required may need to be adjusted. This will be discussed with you before any additional work is carried out, where possible.
1(c) A booking is confirmed via telephone, message or email upon mutual agreement from both parties.
2. Prices & Payment
2(a) Invoices will be issued on a monthly basis, payment is due within 14 days of the invoice date unless otherwise agreed. Payments can be made by bank transfer, cash or cheque.
2(b) For larger, one-off, specialist or multi-day services, a deposit or advance payment may be required. This will be clearly stated in your quotation before the booking is confirmed.
2(c) If KTS Cleaning Services & More cancels a service for which an advance payment or deposit has been made and no alternative arrangement is agreed, the relevant payment will be refunded.
2(d) Overdue payments may result in future services being suspended or declined until the outstanding balance has been settled.
2(e) Prices are based on the agreed scope of work. Additional services or changes to the original requirements may incur an additional charge.
3. Cancellations & Rescheduling
3(a) We kindly ask for at least 48 hours’ notice if you need to cancel or reschedule an appointment.
3(b) Where less than 48 hours’ notice is provided, an 10% cost will incur to reflect any loss by KTS Cleaning Services & More, taking into account whether the appointment can be reallocated. A 24 hour notice would incur a 20% cost of the overall service that was intended. Missed appointments or failure to provide agreed access will result in a 50% charge where the reserved appointment cannot be reallocated. Charges are managed under the discretion of KTS Cleaning Services & More.
3(c) Repeated cancellations may result in a regular cleaning slot being released.
4. Access, Keys & Security
4(a) The Client is responsible for ensuring that we can access the property at the agreed time. Where keys, entry codes or alarm information are provided, they will be treated confidentially and used only for the purpose of providing the agreed service. If you want more information regarding this, please refer to our Privacy Policy.
4(b) The Client should inform KTS Cleaning Services & More promptly of any changes to access or security arrangements. If access cannot be obtained through no fault of KTS Cleaning Services & More, the appointment may be treated as a late cancellation.
5. Client Responsibilities & Pets
5(a) To allow us to work safely and effectively, clients are responsible for providing a safe working environment, running water and electricity where required, and informing us in advance of any hazards, particularly fragile, valuable or sentimental items, specialist surfaces, unstable fixtures or furniture, or anything that should not be moved, handled or cleaned.
5(b) KTS Cleaning Services & More is happy to work in homes with pets. Clients should advise us of any relevant requirements or behavioural concerns. Any additional pet-related assistance must be agreed in advance and does not constitute professional pet sitting, dog walking or animal care. The wellbeing of any animals present in the property will always be treated with care and consideration while our services are being carried out.
5(c) KTS Cleaning Services & More reserves the right to suspend or refuse a service where an animal, person or condition within the property presents a genuine safety risk.
6. Cleaning Products, Equipment & Scope of Work
6(a) Cleaning products and equipment are supplied by KTS Cleaning Services & More unless otherwise agreed. Clients should advise us of allergies, sensitivities or surfaces requiring specialist products or treatment. KTS Cleaning Services & More may decline to clean an item or surface where we believe doing so could cause damage.
6(b) Services are carried out according to the agreed scope of work. Any additional tasks, including requests made during a visit, may be subject to additional time and charges.
6(c) For deep cleaning and other intensive services, some permanent staining, limescale, mould, deterioration or damage may not be fully removable through cleaning.
7. Damage & Breakages
7(a) KTS Cleaning Services & More takes great care when working within your property, accidents can happen.
7(b) Any accidental damage or breakage caused by KTS Cleaning Services & More will be reported to the Client with immediate affect. Clients should also notify us promptly if they believe damage has occurred as a result of our service.
7(c) KTS Cleaning Services & More is not responsible for pre-existing damage, ordinary wear and tear, deterioration, faulty or insecure fixtures and fittings, or damage not caused by KTS Cleaning Services & More. KTS Cleaning Services & More will document these flaws prior to any services provided.
8. Photographs & Privacy
8(a) Where necessary, limited before-and-after photographs may be taken for quality control, documenting property condition, resolving service concerns or insurance purposes.
8(b) We will take care to avoid photographing any personal information (eg. Documentation, confidential material and people), any information gathered unintentionally will be deleted. In accordance of our Privacy Policy.
8(c) Photographs taken for the purpose of a “before and after” shot for marketing purposes will be used unless the client explicitly noted this on the initial form, you are able to opt-out at any point in accordance to our Privacy Policy.
9. Service Concerns
9(a) Client satisfaction is important to us.
9(b) If you have a concern regarding an area included within the agreed service, please contact KTS Cleaning Services & More as soon as possible, preferably within 24 hours, and provide details or photographs where appropriate.
9(c) Where we determine that an area within the agreed scope has not been completed to our usual standard, we will endeavour to return and rectify the affected area.
9(d) Concerns relating to work outside the agreed scope, or issues arising after the service has been completed, may be subject to an additional charge if further work is requested.
10. Right to Refuse or End Services
10(a) KTS Cleaning Services & More reserves the right to refuse, suspend or discontinue a service where there are reasonable grounds to do so, including unsafe working conditions, abusive, threatening or inappropriate behaviour, illegal activity at the property, serious or repeated non-payment, inability to obtain agreed access, or circumstances materially different from those described or assessed when the service was booked.
10(b) Any suspected illegal activity may be reported to the police or other relevant authorities where appropriate, for more information on this please go to our Privacy Policy.
10(c) Where possible, we will discuss the issue with the Client before ending an ongoing service. Immediate withdrawal may be necessary where there is a genuine safety, legal or security concern.
10(d) Either KTS Cleaning Services & More or the Client may end an ongoing regular service arrangement by providing reasonable notice.
11. Circumstances Outside Our Control
11(a) KTS Cleaning Services & More will not be responsible for unavoidable delays or inability to attend due to circumstances outside our control, such as serious illness, severe weather, emergencies or significant transport disruption, this will also to apply for the client if criteria in the Terms & Conditions are met.
11(b) Where this occurs, we will contact the Client as soon as possible and arrange an alternative appointment where appropriate.
12. Governing Law & Statutory Rights
12(a) These Terms & Conditions are not intended to restrict any statutory rights available to consumers under applicable law. Where a situation cannot be covered by our Terms & Conditions, we will refer to the Consumer Right Act.
12(b) These Terms & Conditions are governed by the laws of England and Wales.
12(c) If a dispute arises, we encourage Clients to contact KTS Cleaning Services & More first so that we can attempt to resolve the matter directly and fairly before further action is considered.
