M.B Complete Cleaning

T&Cs & FAQS

M.B Complete Cleaning

WM.B Complete Cleaning's Terms and Conditions

Our Promise to You

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We will arrive on time (if a later arrival time is required we will contact you in the first instance).

Our technicians / cleaners will be fully equipped and act in a professional manor at all times.

Our technicians will test your carpet fibres to make sure the correct cleaning products and procedures are used.

Cleaning times are dependant on the size and difficulty of the service, your technician will discuss this with you during your booking.

Our technician's are on hand to move smaller items of furniture. Unfortunately we cannot move televisions or large pieces of furniture (unless on a deep clean when this is pre arranged).

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MB Complete Cleaning's Guarantee to the Client

0.1 MB Complete Cleaning has built its business and reputation by providing its clients with the best possible cleaning service available. Still, MBCC realises, that because its operatives are human beings, they sometimes make mistakes. For this reason, MB Complete Cleaning offers you a guarantee. If the Client is not satisfied with the cleaning standard of certain areas after the cleaning, the operatives will come back to the Clients home and re-clean those areas free of charge.

0.2 Our guarantee is subject to a complaints notice no later than 24 hours (48 if pre arranged) after the completion of the service.

Contract

1.1 These Terms and Conditions represent a contract between MB Complete Cleaning and the Client.

1.2 Both parties shall ensure that their respective responsibilities under this agreement are undertaken in compliance with all statutory regulations and codes of conduct.

1.3 The Client agrees that any use of the MB Complete Cleaning services, including placing an order for services by telephone, email, website forms shall constitute the Client’s acceptance of these Terms and Conditions.

1.4 No variation or alteration of these Terms and Conditions will be valid unless approved in writing by Mike Bourne or Kerry Liddiard, the directors of the MB Complete Cleaning

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Equipment

2.1. MB Complete Cleaning will provide all cleaning supplies and cleaning equipment required to carry out the service.
2.2. The Client must provide running water and electricity at the premises (not for window cleaning). 

2.3. MB Complete Cleaning shall provide all carpet cleaning and repair materials for carpet repair and restoration, general cleaning, end of tenancy cleaning, hard floor cleaning, upholstery cleaning and any exterior clean.

2.4. MB Complete Cleaning's technician's will require donor carpet for carpet repairs. This is usually ordered by the client or spare carpet from a cupboard may be used. The technician's will explain this to you during your booking.

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Payments

3.1 Unless otherwise agreed in writing by the company the account is rendered for immediate payment on the completion of the work. The Client must make payment either by cash or bank transfer upon completion.

3.2 The Company reserves the right to charge £40.00 administrative fee, plus any solicitors’ fees, in addition to the balance due, for any account we must refer for collection.

3.3 Where such alternative arrangements have been made the Client must make payment within 7 days of the invoice date.

3.4 Should the invoice not be settled after 7 days, interest will be charged at 10% per week on all outstanding balances, and legal proceedings will be started if payment is still not forthcoming.

3.5 The rates of payment by MB Complete Cleaning shall be as agreed between the Company and the Client, or his representative. The Client shall make no reduction or retention from the sum due under any invoice.

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Cancelations

4.1. The Client can cancel the scheduled service by giving at least 24 hours prior notice, it must be confirmed in writing by MB Complete Cleaning.

4.2. If the Client needs to change a cleaning day or time, the Company will do its best to accommodate him. Any changes to booked services are subject to a 24 prior notice and availability.

4.3. There is a cancellation fee of £20.00 or 40% of the service total for cancelling or rescheduling a cleaning visit with less than 24 but more than 2 hours’ notice.

4.4. The Client must pay the full price of the booked service.

4.5. Our cleaners arrive at the Clients address and are unable to gain access to the Clients home, through no fault of MB Complete Cleaning or their associates. If keys, or codes, are provided they must open all locks without any special efforts or skills;

4.6. The Client cancels the booked service with less than 2 hours prior notice the full price of the service will be charged.

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Refunds

5.1. Refund will be issued only if:

5.1.1 The Client has cancelled a cleaning visit within the allowed time (24 hours) prior to the start of the cleaning visit;

5.1.2 A cleaning operative has not been able to carry out the cleaning due to reasons beyond the Clients responsibility.

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Insurance

6.1. MB Complete Cleaning shall insure all work it undertakes. MB Complete Cleaning public liability insurance covers damages caused by a cleaning operative working on behalf of the Company and includes Treatment Risk and Fidelity Risk covers as standard. All claims are subject to an excess of £50.00.

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Complaints

7.1. All services shall be deemed to have been carried out to the Client’s satisfaction unless notice is received by the Company with details of the complaint within 48 hours of the work being completed. All complaints must be received verbally or in writing by post, fax or email no later than 48 hours after the completion of the service. The Company will fully investigate any complaint and attempt to resolve it to the satisfaction of the Client, or alternatively to a reasonable standard.

8.2. The Client agrees to allow the Company back to re-clean any disputed areas/items before making any attempts to clean those areas/items himself or arranging a third party to carry out cleaning or repair services with regards to the above. Failure to do so will void our Company Guarantee and we will consider the matter fully settled. If payment has not been received in full or has been stopped by the Client we will immediately refer the account for collection.

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Claims

9.1. The Client agrees that due to the nature of the service MB Complete Cleaning guarantees only to correct any problems reported within 48 hours of the completion of the service. If a problem occurs on a Saturday it must be reported by Tuesday 12:00 in order to be accepted as a valid claim. Failure to do so will entitle the Client to nothing.

9.2. MB Complete Cleaning, or its technicians may require entry to the location of the claim within 24 hours to correct the problem.

9.3. The Client agrees to inspect the work immediately after its completion and to draw the operatives attention to any outstanding cleaning issues while they are still on site. The operatives will carry out any such additional work to the Clients complete satisfaction.

9.4. If the Client instructs a third party to inspect the result from the cleaning then MB Complete Cleaning must be notified before completion of the service.

9.5. In case of a third party inspecting or refusing to inspect the result from the cleaning then MB Complete Cleaning cannot be held responsible for rectifying any outstanding cleaning issues not mentioned by the third party.

9.6. Any refunds or adjustments must be requested to Mike Bourne, Director, directly and subject to approval by the Company.

9.7. The Client waives his right to stop payment on his cheque or protest payment unless the Company fails to make good on the guarantee shown in part 0.

9.8. While MB Complete Cleaning operatives make every effort not to break items, accidents do happen. Identical replacement is always attempted but not guaranteed. For this specific reason, MB Complete Cleaning requests all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and /or not cleaned by the cleaning operatives.

9.9. In case of damage, MB Complete Cleaning will repair the item at its cost. If the item cannot be repaired MB Complete Cleaning will rectify the problem by crediting the customer with the item’s present actual cash value toward a like replacement from a Company’s source upon payment of cleaning services rendered.

9.10. MB Complete Cleaning shall not be responsible for damage due to faulty and/or improper installation of any item. All surfaces (i.e., marble, granite, etc.) are assumed sealed and ready to clean without causing harm.

9.11. No claims shall be entertained if the Client has an outstanding balance aged more than 30 days.

9.12. Any attempt to commit insurance fraud or any use of false information to commit any type of fraud will be prosecuted to the fullest extent of the law together by MB Complete Cleaning and the Insurance Provider(s). Monetary compensation as well as legal fees may incur.

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Liability

10.1. MB Complete Cleaning shall not be liable under any circumstances for any loss, expense, damage, delay, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Client arising from or in any way connected with:

10.1.1 Its failure to carry out its services as a result of factors that are beyond its control. Factors beyond its control include acts of god, floods, severe weather conditions, and inability to gain access to premises, lack of appropriate resources, such as water, electricity, and lighting;

10.1.2 Late arrival of MB Complete Cleaning operatives at the service address. The Company endeavours to be right on time on any visit but sometimes due to transport related and other problems which are beyond the Company’s control, the Company operatives may arrive with a delay or the cleaning visit may be re-scheduled.

10.1.3 An existing damage to Clients property in the form of old stains/burns/spillages etc. which cannot be cleaned/removed completely by the cleaning operative using the industry standard cleaning methods;

10.1.4 Non satisfactory result from the service due to the Client or third party walking on the carpets during or shortly after the cleaning process;

10.2. MB Complete Cleaning shall not be liable for the shrinkage of carpets as a result of poor fitting.

10.3. MB Complete Cleaning shall not be liable for carpets expanding or ripples forming during and/or after the cleaning when this is as a result of factors such as fibre content, wear and tear, weak backing and/or poor fitting.

10.4. MB Complete Cleaning shall not be responsible for a poor result in cleaning where this is a result of considerable wear and tear and/or staining to the carpet fibres prior to the service being carried out.

10.5. MB Complete Cleaning shall not be liable for any odours arising during and/or after cleaning when this is due to factors such as, lack of ventilation, and/or appropriate heating.

10.6. MB Complete Cleaning shall not be responsible for any damage caused as a result of the Client placing furniture on a carpet which has not completely dried.

10.7. MB Complete Cleaning shall not be liable under any circumstances for any loss, expense, damage, delay, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Client if the Client has an outstanding balance aged 30 days or more from the date the payment was due.

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Professional Cleaning With M.B Complete Cleaning for your home or workplace.

Let’s talk about your cleaning needs

Fill in the form or call 01202 985102 to speak to a member of the team on.