TERMS & CONDITIONS
1 - OFFERS/COMPETITIONS/GIVEAWAYS
1.1 Any offers, Competition Prizes or Giveaway Prizes cannot be used in conjunction with any other offer.
1.2 All Offers, Competitions and Giveaways may be withdrawn at any time by Transparent Cleaning Solutions.
1.3 All prizes must be claimed within 12 months from the winner being announced.
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2 - IMAGES / VIDEO FOOTAGE
2.1 Images may be taken of work carried out prior to the clean commencing and after the clean has finished.
2.2 Images/Video Footage will not be linked in any way to the customer when used.
2.3 All Images/Video Footage will be used for marketing purposes, Training Purposes and quality control.
2.4 If you do not wish for Images/Video Footage to be taken/ used then please inform a member of staff and we will happily remove these from use.
2.5 All Images/Video Footage involving TCS staff are the intellectual property of Transparent Cleaning Solutions.
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3 - BOOKINGS / APPOINTMENTS
3.1 All bookings must be confirmed by the customer.
3.2 Once a booking is confirmed it may be cancelled upon the providing of a minimum 24 hours notice prior to the appointment date and time.
3.3 All appointments will be carried out on the date/time agreed at the time of booking. If for any reason we cannot make your appointment we will inform you as soon as possible and re-arrange it for as convenient date/time.
3.4 Some bookings may require a non refundable deposit which will be required at the time of booking.
3.5 For some cleans the time slot will be an AM or PM slot. AM slots begin at 8am, PM slots begin at 12pm and will end at 6pm.
3.6 The service booked will be the service provided unless agreed by TCS Management. Please feel free to ask for any additional services and we will endeavor to provide if possible on the appointment day or we will agree another date.
3.7 Some services may require to be split over a number of days dependent on size of job.
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4 - CANCELLATIONS
4.1 All cancellations must be done with a minimum of 12 hours notice to the agreed appointment date/time.
4.2 Cancellations made within the minimum 12 hour period will still be charged at the price agreed.
4.3 If a customer is not present at the property within 15 minutes of when our staff arrive, the appointment will be charged at full price and may not be rebooked again.
4.4 All fees must be paid within 14 days. If not paid we will take further action to recover the amount.
4.5 Transparent Cleaning Solutions reserve the right to refuse booking of an appointment.
4.6 All appointments booked are on a 7 day turnaround.
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5 - DELIVERIES
5.1 Once a delivery slot has been booked we require 24 hours notice to change/cancel this.
5.2 If the person designated to accept the delivery is not present at the delivery address at the specified date/time then the delivery will be returned to our depot and we will not attempt redelivery until the customer has contacted to rebook.
5.3 If a second delivery slot is booked and missed then the order will be refunded but the delivery fee will still be charged. The amount will be due within 14 days.
5.4 Delivery slots will be initially booked on a AM/PM basis with a time confirmed the day before delivery is due.
5.5 If we cannot deliver due to adverse weather or unforeseen circumstances we will contact you as soon as possible to arrange delivery for another date/time.
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6 - SEASONAL SERVICES
6.1 Seasonal Services are not available outside of the specified dates show on the service information but can be pre-booked for a time when available.
6.2 Some Seasonal Services are weather dependent and can be cancelled by TCS on the day if the weather is not suitable.
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7 - DEEP CLEANS / TENANCY CLEANS / AFTER BUILD CLEANS
7.1 All After Build Cleans, Tenancy Cleans and Deep Cleans require a 25% deposit at the time of booking.
7.2 After Build Cleans require booking 4 weeks prior to the clean date due to staff availability.
7.3 After Build Cleans will only be performed if the property is empty and all building work is complete.
7.4 Tenancy Cleans will only be performed if the property is empty.
7.5 Upon attending the property our staff have the right to postpone the service booked if they feel their safety is compromised in any way until investigated by the Transparent Cleaning Solutions management team.
7.6 After Build Cleans are only estimated price until job is complete upon which time the accurate price will be given and due.
7.7 After Build Cleans are to remove builders dust and debris with a rough cleans nothing more unless agreed otherwise which will incur a price increase.
7.8 If on attending our team agree that a room is not complete in regards to building work completion they still can clean but only the area around the works and must be signed off by the customer agreeing that the specified room was only partially cleaned and will not be redone unless otherwise agreed and may incur additional charges.
7.9 Windows will only be wiped with a sponge and damp cloth to remove dust and debris. If a full window clean is required then this must be booked in advance and will incur extra charges for this service.
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8 - REGULAR HOUSE CLEANS
8.1 Our staff are there to clean your home. We do not currently provide a maid service.
8.2 Any households with pets are subject to a £5.00 surcharge per clean (at TCS discretion).
8.3 If toys / clutter are present this will be subject to a surcharge outlined in the "Domestic Information pack" provided upon signing of the agreement.
8.4 Transparent Cleaning Solutions accept no responsibility for injury or damage to your property if children are present while the clean is being performed due to children playing with our equipment/chemicals.
8.5 Any loss/damage to our equipment/chemicals caused by yourself, children or pets will be charged to yourself for the replacement of the item at current market value for new or £190.00 excess whichever is cheaper.
8.6 If any damage is caused to your home by our staff it will be investigated by our management team and if we deem our staff were at fault we will arrange replacement or reimburse you for the damage via our insurance if necessary.
8.7 Other services such as Carpet Stain Removal, Oven Cleaning, Hob Cleaning, Exterior Window Cleaning must be booked as a separate service and will not be performed by our staff on a regular house clean.
8.8 You are hiring Transparent Cleaning Solutions as a company not the individual cleaner, extra items you wish to add to the clean must be authorized by our management.
8.9 28 days written notice must be given to cancel an agreement with Transparent Cleaning Solutions either by email or via post (notice will begin on date received, not the date the letter was sent), we will NOT accept notice via phone or WhatsApp. Verbal cancellation will not be accepted under any circumstances. If you do not want us to perform the remaining cleans during the 28 days notice period these will still be charged at the full standard price for your clean.
8.10 If our staff cannot gain access to a customers property within 10 minutes of the appointment time the clean will not be performed for that day and will still be charged which must be paid within 14 days.
8.11 If a customer cancels a direct debit without our knowledge we will invoice the amount to the customer which will be due within 7 days.
8.12 When a check list has been agreed, any changes must be authorized by the management team.
8.13 If a customer requires plant based chemicals to be used then we are happy to provide these at an additional cost of £10 per appointment.
8.14 A Bedding in period of 4 weeks stands with all Regular House Cleans where a customer can add or remove items they wish to be cleaned. After this 4 week period no alterations will be made to the agreed Checklist for a period of 11 months. On the 1 year anniversary a meeting will be performed with the client to assess customer satisfaction over the last 12 months where the customer will have the right once again to add or remove items from the clean which may be subject to price increase/decrease.
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9 - PAYMENT / DEPOSITS / OVER DUE PAYMENTS
9.1 One off services will be payable by Cash, Card or Bank Transfer on the day of the service unless agreed at the time of booking to split over 3 monthly payments.
9.2 Direct debit payments will be charged at the set amount and on the set days as agreed when set up. A missed direct debit payment will be attempted 3 working days later and if fails a second time the direct debit will be cancelled and the full amount outstanding will be due plus a £15 admin charge.
9.3 If payment is not received in full within 28 days (7 days for non commercial or non direct debit customers) or a payment plan has not been set up further action will be taken by the small claims court, high court bailiffs and application for CCJ in the aforementioned order. All costs incurred by this recovery action will be added to the outstanding balance and due in the set out agreement by the courts.
9.4 If the total price of a booking cleaned exceeds £200 we will require a deposit before the clean booking is confirmed for our security. The deposit amount will be taken off the total invoice amount and in the event the clean is cancelled within 24 hours the deposit is non refundable.
9.5 Invoice due date will be stated on all invoices unless payment dates are pre agreed.
9.6 At the point of two invoices becoming outstanding for the same service, payment must be recieved in full within 7 days of latest invoice date.
9.7 If payment is not received within 7 days services for your home or business will be suspended until payment in full has been received.
9.8 If account is not brought up to date within 28 days of latest invoice (7 days for non commercial and non direct debit customers) services will be terminated and balance will become due immediately.
9.9 If section 9.8 occurs a £25.00 admin charge will be applied to the account/invoice and section 9.3 will be enforced if no agreement can be made.
9.10 If sections 9.3 & 9.98 are enforced any correspondence will be charged to the client at a rate of £15 per email, £15 per phone call and £20 per letter.
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10 - COMPLAINTS
10.1 All complaints must be submitted via e-mail to enquiries@transparentcleaningsolutions.com within 24 hours of the appointment time or writing to Transparent Cleaning Solutions, 8 Woodseats house road, Woodseats, Sheffield, S8 8QF within 48 hours.
10.2 Please contact us before leaving any negative feedback as this can hinder/prevent a possible resolution being made as genuine mistakes can happen.
10.3 All complaints must be brought to the attention of Transparent Cleaning Solutions within 24 hours.
10.4 All complaints will be dealt with in a confidential manner and only by Transparent Cleaning Solutions management.
10.5 If necessary our Quality Control Supervisor will attend your property to discuss the complaint, taking images of what the complaint is regarding and if needed a statement from yourself. If we deem it necessary an investigation will take place surrounding the complaint.
10.6 If a complaint is regarding a member of staff then this member of staff will not be returning to your home and will be replaced with another if required. If necessary your clean wil be suspended during the investigation.
10.7 If a complaint is due to damage in your property your clean will be suspended whilst we carry out an investigation.
10.8 Any correspondence regarding a complaint must be made in writing and will not be accepted if made verbally.
10.9 Any complaint which should arise is found to be on social media or any other platform before the complaint has been investigated and an outcome has been reached will invalidate the complaint and this will be accepted by Transparent Cleaning Solutions as a resolution and admittance of customer liability.
10.10 If an outcome has been reached in the favour of the customer and is posted on social media, to the press or any other platform the outcome will be revoked and if compensation is paid to the customer then Transparent Cleaning Solutions will seek repossession of said compensation whether it be monetary or physical items by the means of legal action if required.
10.11 Any slander or deformation on Social Media, Paper Media or any other platform which is seen to damage Transparent Cleaning Solutions reputation, legal action may be taken and compensation will be sought from the customer.
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11 - STAFF SAFETY
11.1 If a member of our staff feels threatened in any way whilst in a customers home or on their property they have our expressed permission to leave your property immediately.
11.2 Any unacceptable behaviour in any form will be reported to Transparent Cleaning Solutions management and the Police will be notified if needed.
11.3 Any Sexist, Racist, Homophobic or Derogatory comments/actions towards Transparent Cleaning Solutions staff will not be tolerated and will be reported to the police immediately.
11.4 Any threats of violence made towards Transparent Cleaning Solutions staff will be reported to the police.
11.5 If a staff member feels they are in danger in a customers property they have the right to leave the property immediately.
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12 - SATISFACTION GUARANTEE
12.1 Any issues with work carried out must be reported within 24 hours of service completion.
12.2 When any issues occur we will send out another staff member to rectify the problem
12.3 This satisfaction guarantee does not or will not entitle any money back, discount or refund.
12.4 If Transparent Cleaning Solutions are refused a second visit to rectify the original problem the customer is no longer entitled to this guarantee and by refusing Transparent Cleaning Solutions a reasonable attempt to rectify any issue with quality of work carried out you (the customer) is agreeing that the issue has been resolved.
12.5 . If you are unhappy with he outcome please refer to COMPLAINTS above.
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14 - PRESSURE WASHING
14.1 Our Pressure Washing Service is seasonal and will only be performed between 1st March and 30th September (weather dependent)
14.2 If cars are present on driveway when we attend the clean will not be performed but will still be charged.
14.3 If re-sand and re-seal are required these will be performed within 4 weeks of the initial clean (weather dependent)
14.4 All items such as garden furniture, plant pots and children's toys must be removed by the customer prior to the clean commencing.
14.5 Payment is due upon completion of initial Pressure Wash appointment.
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15 - COMMERCIAL CLEANS
15.1 Internal Commercial Cleans will be performed out of business hours unless pre agreed
15.2 External commercial Cleans such as Pressure Washing / Graffiti Removal will be performed out of business hours
15.3 External Commercial Cleans such as Window Cleaning will be performed before opening
15.4 All commercial cleans are charged at a 2 hour minimum charge as standard
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16 - TCS GIFT VOUCHERS
16.1 THIS OFFER CAN NOT BE USED IN CONJUNCTION WITH ANY OTHER OFFER
16.2 THE VOUCHER HAS NO CASH VALUE
16.3 THE GIFT VOUCHER PURCHASED IS FOR HOUSE CLEANS ONLY AND CANNOT BE USED FOR ANY OTHER SERVICES OFFERED BY TRANSPARENT CLEANING SOLUTIONS OTHER THAN THE SERVICES LISTED BELOW;
- 5 x weekly cleans
- 4 x fortnightly cleans
- 3 x monthly cleans
- 2 x one off cleans
- 1 x Deep Cleans
THESE ARE BASED ON A NORMAL SIZED 3 BED HOUSE, ANY BIGGER MAY REDUCE THE NUMBER OF CLEANS PER VOUCHER AS THIS VOUCHER IS FOR A MAXIMUM OF 10HRS ONLY. THE CLEAN MAY TAKE LESS TIME TO PERFORM TO WHICH IT WILL BE STILL CLASSED AS 1 CLEAN AS LONG AS THE CHECLIST HAS BEEN PERFORMED.
16.4 EXTRA SERVICES MAY BE ADDED BUT WILL BE CHARGED AT THE STANDARD RATE AND NOT ANY OFFER PRICES.
16.5 A STANDARDISED CHECK SHEET WILL BE USED THROUGHOUT THE CLEANS
16.6 OUR OWN CHEMICALS AND EQUIPMENT WILL BE USED.
16.7 THIS IS NOT OUR REGULAR TAILORED SERVICE; IF USED TO BLOCK BOOK CLEANS A STANDARDISED CHECKLIST WILL STILL BE USED.
16.8 OUR SATISFACTION GUARANTEE STILL APPLIES AND WE REQUIRE A RE VISIT TO RECTIFY ANY ISSUES, IF A REFUND IS DEEMED NECESSARY THE REMAINING CLEANS WILL BE REFUNDED PROPORTIONATELY TO THE SAME PAYMENT METHOD AND THE VOUCHER PURCHASER ONLY.
16.9 THIS VOUCHER CANNOT BE REDEEMED AND SPLIT ACROSS MORE THAN ONE ADDRESS.
16.10 THIS IS ONLY AVAILABLE IN SHEFFIELD.
16.11 ANY UNUSED TIME ON A VOUCHER CANNOT BE TRANSFERRED OR REFUNDED.
16.12 CLEANS HAVE TO BE CONSECUTIVE, WEEKLY EACH WEEK, FORTNIGHTLY EACH FORTNIGHT ETC AND ON THE SAME DAY AND AM OR PM SLOT.
16.13 IF AN APPOINTMENT IS MISSED OR CANCELLED IN A NON TIMELY MANNER BY THE CUSTOMER AND CANNOT BE RE ARRANGED IT WILL STILL BE CLASSED AS PERFORMED.
16.14 A POSTCODE OF THE PERSON RECIEVING THE GIFT MUST BE GIVEN AT THE TIME OF BOOKING AND APPROX NUMBER OF ROOMS.
16.15 IF SPREAD THE COST IS USED AND PAYMENT FAILS MORE THAN ONE THE VOUCHER WILL BECOME INACTIVE UNTIL THE FULL BALANCE HAS BEEN PAID.
16.16 THE VOUCHER IS VALID FROM 5 YEARS OF PURCHASE DATE ON INVOICE, IF NOT REDEEMED IT WILL BECOME VOID AND NO REFUND WILL BE GIVEN,
16.17 IF THE VOUCHER IS RE GIFTED WE MUST BE INFORMED BEFORE THIS TAKES PLACE WITH A NEW POSTCODE.
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17 - ACCOUNT TERMINATION
17.1 ALL TERMINATION REQUESTS MUST BY SUBMITTED BY THE CLIENT TO TRANSPARENT CLEANING SOLUTIONS IN WRITING VIA EMAIL OR POST.
17.2 IF THE CLIENT IS ON MONTHLY DIRECT DEBIT OR MONTHLY PAYMENT ALL REMAINING PAYMENTS WILL BE DUE IMMEDIATELY UPON THE CLIENT RECEIVING CONFIRMATION FROM TRANSPARENT CLEANING SOLUTIONS OF TERMINATION ACCEPTANCE REGARDLESS OF IF IMMEDIATE TERMINATION IS REQUIRED. IF THE CLIENT REQUESTS TO TERMINATE WITH IMMEDIATE EFFECT MID WAY THROUGH AN INVOICING PERIOD THE REMAINDER OF THE MONTH WILL BE CHARGED BASE ON PREVIIOUS INVOICES AND WILL BECOME DUE IMMEDIATELY.
17.3 ALL CLEANING SERVICES WILL BE CARRIED OUT UNTIL THE END OF THAT CURRENT MONTH ONLY UNLESS THE CLIENT OR TR4ANSPARENT CLEANING SOLUTIONS REQUESTS IMMEDIATE TERMINATION WITH NO FURTHER CLEANS.
17.4 IF TERMINATION IS IMMEDIATE AND PAY FOR THE CLEAN ON THE DAY WILL BE IMMEDIATE. IF PAYMENT IS NOT RECIEVED BY MIDNIGHT ON THE DAY OF THE CLEAN SECTION 9.9 WILL BE FOLLOWED.
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18 - SPECIAL OFFERS
18.1 SPECIAL OFFERS WILL BE BOUND BY SEPERATE TERMS AND CONDITIONS AVAILABLE TO DOWNLOAD AS A PDF ON THE "OFFERS" PAGE AND ARE INDIVIDUAL TO EACH OFFER/DISCOUNT.
18.2 WE "TCS" RESERVE THE RIGHT TO REMOVE/CHANGE/WITHDRAW ANY OFFER AT ANY TIME WITHOUT GIVEN REASON.
18.3 IF TERMS AND CONDITIONS ARE AN ADDENDUM TO AN EXISTING AGREEMENT, THIS WILL HAVE A SPECIFIC END DATE AND BE NULL AND VOID UPON THE END DATE AND REVERT TO THE ORIGINAL AGREEMENT (IF APPLICABLE)
18.4 ALL OFFERS WILL STILL BE SUBJECT TO ALL OTHER EXISTING TERMS AND CONDITIONS OUTLINED ON THIS PAGE ABOVE INCLUDING BUT NOT LIMITED TO COLLECTION AND RECOVERY ACTION.
18.5 THE OFFER/DISCOUNT END DATE IS FIXED AND WILL NOT BE EXTENDED.
18.6 THE OFFERS/DISCOUNTS ADVERTISED ARE NOT APPLICABLE TO COMMERCIAL CLIENTS UNLESS PRE AGREED OR ADVERTISED.
18.7 ANY SPECIAL OFFR/DISCOUNT /VOUCHER CAN NOT BE USED IN CONJUNCTION WITH ANY OTHER ACTIVE OFFER/DICOUNT UNTIL EXPLICITLY STATED.
18.8 TO USE ANY SPECIAL OFFER/DISCOUNT/VOUCHER THE RELEVANT CODE MUST BE PROVIDED AT TIME OF ENQUIRY VIA PHONE, WHATSAPP, EMAIL OR ENQUIRY. IT WILL NOT BE OUR "TCS" RESPONSIBILITY TO ASK FOR THIS INFORMATION, THE ENQUIRING PARTY MUST PROVIDE THIS TO BE ELIGIBLE. IF NO CODE IS GIVEN AT THE TIME OF ENQUIRY IT WILL BE TREAT AS A FULL PRICED STANDARD SERVICE.
18.9 SOME OFFERS WILL ONLY BE EXTENDED TO NEW CUSTOMERS. IF AN EXISTING/PREVIOUS CUSTOMER WISHES TO CANCEL AND BECOME A NEW CUSTOMER A MINIMUM PERIOD OF (12) TWELVE MONTHS MUST ELAPSE FOR THAT SPECIFIC SERVICE TO BE CONSIDERED A NEW CUSTOMER.
18.10 ANY DISCOUNTS/VOUCHERS/SPECIAL OFFERS ARE NOT AVAILABLE TO TRANSPARENT CLEANING SOLUTIONS/TRANSPARENT TRAINING SOLUTIONS STAFF PAST OR PRESENT UNLESS AGREED OTHERWISE OR EXPLICITLY OFFERED TO STAFF MEMBERS.
18.11 FROM TIME TO TIME SPECIAL OFFERS WILL BE AVAILABLE TO EXISTING CUSTOMERS (EG - CHRISTMAS OFFERS) BUT WILL BE INFORMED INDIVIDUALLY VIA THE USUAL MEANS OF COMMUNICATION.
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19 - DRAIN CLEANING
19.1 A STANDARD CALL OUT CHARGE OF £99.00 WILL BE CHARGED FOR ALL DRAINING CLEANING APPOINTMENTS. THIS INCLUDES THE FIRST HOUR. SUBSEQUENT HOURS WILL BE CHARGED AT THE CURRENT RATE WHICH WILL BE PROVIDED AT THE TIME OF BOOKING. IF FURTHER WORKING VISIT IS REQUIRED/NEEDED A CALL OUT CHARGE OF £50 WILL BE ADDED TO THE INVOICE PER SUBSEQUENT DAY.
19.2 OUR DRAIN CLEANING SERVICE IS JUST THAT, WE WILL NOT SURVERY THE DRAINS, MAKE ANY REPAIRS TO THE DRAINS OR REPLACE ANY DRAINS.
19.3 IF THE BLOCKAGE/DAMAGE IS ON A NEIGHBOURING PROPERTY YOU WILL BE CHARGED FOR THE INITIAL CALL OUT AND THE BLOCKAGE MAY NOT BE FULLY CLEARED UNLESS AGREEED WITH THE NEIGHBOURING PROPERTY.
19.4 IF A BLOCKAGE IS CAUSED BY ANOTHER PROPERTY YOU WILL BE CHARGED FOR THE INITIAL CALL OUT CHARGE AND UNLESS THE BLOCKAGE CLEARANCE IS APPROVED/REQUESTED/AUTHORISED BY THE PROPERTY OWNER THIS BLOCKAGE WILL NOT BE CLEARED.
19.5 WE WILL NOT ENTER ANOTHER PROPERTY BOUNDRAY UNLESS PERMISSION IS GRANTED BY THE PROPERTY OWNER/TENANT IF PROPERTY IS RENTED.
19.6 IF THE PROPERTY IS A RENTED PROPERTY ALL INVOICES AND CHARGES WILL BE THE RESPONSIBILITY OF THE TENANT NOT THE LANDLORD UNLESS PREVIOUSLY AGREED OR AUTHORISED.
19.7 ALL INVOICES AND/OR CHARGES ARE DUE IMMEDIATELY UPON COMPLETION OF THE WORKS. FAILURE TO PAY WITHIN 7 DAYS OF COMPLETION WILL BE BOUND BY THE SAME TERMS AND CONDITIONS LISTED ABOVE REGARDING PAYMENTS.
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20 - MOULD REMOVAL
20.1 WHILST ALL CARE AND ATTENTION WILL BE TAKEN TO PREVENT DAMAGE TO PROPERTY/PAINTWORK/FINISHES WE "TCS" WILL NOT BE LIABLE FOR ANY DAMAGE CAUSED.
20.2 ALL PROPERTY MUST BE REMOVED PRIOR TO THE VISIT FOR TREATMENT. THIS WILL BE INSTRUCTED AT THE TIME OF BOOKING.
20.3 IF ANY PAINTING IS REQUIRED THE PAINT WILL BE ADVISED AND QUOTED SEPERATELY.
20.4 WE DO NOT GUARANTEE THE MOULD WILL NOT RETURN AS THIS IS DOWN TO FACTORS BEYOND OUR CONTROL.