Terms & Conditions

1 Definitions
1.1. In these Terms of Business the following definitions apply: The Company, We, Us – means A – Star Cleaning Services Ltd of 261 Stowmarket Road, Great Blakenham, Ipswich, Suffolk, IP6 0LZ. Cleaner, Cleaning Operative – means the person or firm carrying out cleaning services on behalf of the Company. Client – means the person, firm or corporate body together with any subsidiary or associated company as defined by the Companies Act 1985 to whom the cleaning services are supplied by the Company. Clients Address – means the address where the Client has requested the cleaning service to be carried out. Service – means the cleaning services carried out on behalf of the Company. Cleaning Visit – means the visit to the Client’s service address by the Cleaner in order to carry out the Service. 1.2. Unless the context requires otherwise, reference to the singular include the plural and references to the masculine include the feminine and vice versa. 1.3. The Headings contained in these Terms are for convenience only and do not affect their interpretation.

2 Contract
2.1. These Terms and Conditions represent a contract between A – Star Cleaning Services Ltd and the Client. 2.2. Both parties shall ensure that their respective responsibilities under this agreement are undertaken in compliance with all statutory regulations and codes of conduct. 2.3. The Client agrees that acceptance of the company’s survey/estimate or any use of the Company’s services, including placing an order for services by telephone, fax, email, website forms shall constitute the Client’s acceptance of these Terms and Conditions. 2.4. Unless otherwise agreed in writing by a director of the Company, these Terms and Conditions shall prevail over any other terms of business or purchase conditions put forward by the Client. 2.5. No variation or alteration of these Terms and Conditions shall be valid unless approved in writing by a director of the Company.

3 Quotations
3.1. Carpet cleaning is charged per square metre taking into account the type of carpet fibres and its construction. Company representatives will conduct a client consultation to determine the exact price of the work to be undertaken. Consultations include area measurement, fibre tests, colour tests, installation / construction tests and a reconnaissance of the onsite facilities and accessibility. Details of this consultation are discussed with the client on site and a copy of the consultation / quote is left with the client. 3.2. The Company will provide approximate prices over the phone if the client declines the offer of a free consultation and quote. An accurate price is provided to the client on site prior to work commencing. The minimum charge for any service is £65.00 plus VAT. 3.3. Upholstery Cleaning is charged per seated area taking into account the fabric type and construction, soiling and the anticipated cleaning time. Consultations will be undertaken on site and prices provided. 3.4. Leather Cleaning is charged per seated area taking into account leather types, soiling and the anticipated cleaning time. Consultations will be undertaken on site and prices provided. 3.5. All quotations are given by the Company following a request by the Client and shall remain open to acceptance for a period of 30 days from their date. 3.6. The Company charges VAT at the current rate of 20%. Any prices shown exclude VAT. 3.7. The Company reserves the right to amend the initial quotation, should the Client’s original requirements change. 3.8. Differences in excess of 10% will be discussed with the Client prior to the start of any work.

4 Equipment
4.1. The Company shall provide all cleaning supplies and carpet and upholstery cleaning equipment required to carry out the service. 4.2. The Client must provide running water and electricity at the premises where the service takes place.

5 Pre Clean & Treatments
5.1. The Client shall be responsible for the removal of all furniture, goods and breakables for the purpose of cleaning. 5.2. Unless otherwise agreed prior to work commencing, it is accepted that stationary items such as televisions, side cabinets, bookcases, wall units etc will remain in place and no cleaning will be carried out beneath these units. 5.3. The Company may assist the customer in moving some items, but reserves the right not to move furniture we may deem as delicate and/or a risk to the Company operatives Health and Safety. 5.4. We will endeavour to note, identify and remove all spots and stains requiring treatment, however we cannot guarantee their entire removal due to the staining properties of some products i.e. tannin, rust. 5.5. Results limited by the material composition, degree of soiling, wear or fitting will be determined by us; any further cleaning attempts will be at the customer’s expense and subject to a signed insurance waiver. 5.6. Any additional spots and stains discovered or introduced after the Company’s original estimate and requiring treatment, shall be deemed separate to our original contract.

6 Payment
6.1. Unless otherwise agreed in writing by the Company requires immediate payment on the completion of the work. The Client must make payment either by cash, cheque, credit card or direct credit on completion. If paying by credit or debit card, all payments are free of transaction charges. 6.2. Although greatly appreciated and a powerful way to say “Thank you” , the Client understands that tipping is not required. 6.3. The Company reserves the right to charge interest on invoiced amounts unpaid for more than 30 days at the rate of 8% per annum above the Bank of England base rate, from the due date until the date of actual payment under the Late Payments Act. 6.4. The Company reserves the right to charge a £30.00 administrative fee, plus any solicitors fees, in addition to the balance due, for any account we must refer for collection. Any charges incurred from cheques not being honoured will be payable by the Client. 6.5. Where such alternative arrangements have been made the Client must make payment within 30 days of the invoice date. 6.6. Should the invoice not be settled after 30 days, interest will be charged at 10% per month on all outstanding balances, and legal proceedings will be started if payment is still not forthcoming. 6.7. The rates of payment by the Company shall be as agreed between the Company and the Client, or his/her representative. The Client shall make no reduction or retention from the sum due under any invoice.

7 Cancellation
7.1. The Client has the right to cancel this contract (reference as per the issue number located at the top right of the quotation form) with Lee Chamberlain T/A A-Star Cleaning Services within the seven day cancellation period. The client has the right to cancel the contract at any time within the period of seven days, with the day of receipt of a notice in writing of the right to cancel the contract. 7.2. The company can be informed of cancellation via letter, telephone or email. If cancelling by letter, the customer can use the cancellation form provided at the time of quotation if he or she wishes; cancellations requested by letter without the form will also still be accepted. 7.3. The address for postal cancellations is: Mr Lee Chamberlain, A-Star Cleaning Services, 261 Stowmarket Road, Great Blakenham, Ipswich, Suffolk, IP6 0LZ. Email cancellations should be sent for the attention of Lee Chamberlain, to info@a-starcarpetcleaning.co.uk. The telephone number for cancellations is 0800 023 5517. 7.4. Notice of cancellation is deemed to be served as soon as a letter or cancellation form is posted or sent to the company or in the case of an electronic communication from the day it is sent to the company. For telephone messages it is deemed to be served on the receipt of the call or on the day any answer message has been left. 7.5. If the Client needs to change a cleaning day or time, the Company will do its best to accommodate him/her. Any changes to booked services are subject to reasonable notice and availability.

8 Complaints
8.1. All complaints must be received verbally or in writing by post, fax or email as soon as possible 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 him or herself 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.

9 Claims
9.1. 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 Client’s complete satisfaction. 9.2. If the Client instructs a third party to inspect the result from the cleaning then the Company must be notified before completion of the service. 9.3. In case of a third party inspecting or refusing to inspect the result from the cleaning then the Company cannot be held responsible for rectifying any outstanding cleaning issues not mentioned by the third party. 9.4. Any refunds or adjustments must be requested to the Company directly and subject to approval by the Company. 9.5. While the Company operatives make every effort not to break items, accidents do happen. Identical replacement is always attempted but not guaranteed. For this specific reason, the Company requests all irreplaceable items (whether monetarily or sentimentally valuable) be stored away. 9.6. In cases of confirmed damage, caused by Company operatives, The Company will attempt to repair the item at its cost. If the item cannot be repaired, the Company 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. 9.7. The Company shall not be responsible for damage due to faulty and/or improper installation of any item. All adjacent surfaces (i.e. marble, granite, etc.) are assumed sealed and ready to clean next to, without causing harm. The Company will cover such materials for added protection where necessary. 9.8. 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 the Company and the Insurance Provider(s). Monetary compensation as well as legal fees may incur.

10 Liability
10.1. The Company 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 Company 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 operative’s may arrive with a delay or the cleaning visit may be re-scheduled. 10.1.3. Any 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. This also applies to damage caused since the initial estimate. 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. The Company shall not be liable for the shrinkage of carpets as a result of poor fitting. No responsibility can be accepted for claims arising from wear, colour fading/uv damage, pile shading/reversal, matting, rot, mildew or infestation. 10.3. The Company 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. The Company shall not be liable for shrinkage or colour migration arising out of or as a result of manufacturing defects. Nor does the Company accept any responsibility for any adverse effects caused by any prior cleaning agent or method being introduced to the contracted area and not previously advised to the company. 10.5. The Company 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. 10.6. The Company shall not be liable for colour run or migration due to manufacturers using non-colourfast dyes or markers in frames, trimmings, padding, stuffing, piping sewing threads, linings and valances. 10.7. Because of the variables involved with the blends of fibres, soiling and environmental conditions that may exist in upholstery and carpets, the company cannot be held responsible for the following: Aging or deterioration, migrating marks from back of fabrics, unstable dyes, deteriorated foam cushions, restoring white fabrics, urine contamination, finish or glaze loss, frayed piping or welting, broken zips, breakdown of fabric backing, shrinkage, removal of stains, browning, fading, water marking, yellowing, pre-existing wear & tear, loose frames/legs, nicked wood trim, loose or missing buttons. 10.8. The Company shall not be liable for marks appearing on the face of upholstery fabric, caused by print on the back of the fabric/or from padding or interlining which was invisible at the start of work or any parting of seams that have not been properly fastened by either, heat seaming or sewing. 10.9. The Company 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. 10.10. The Company does not accept responsibility for re-soiling once the cleaning of an area or item is complete. 10.11. Any protecting agents applied by the company are done so according to the manufacturer’s instructions. They are not designed to give 100% protection but simply to assist in repelling moisture for a short period of time. There is no guarantee that they will stop any liquid from penetrating fibres, and this is explained at the quotation stage and subsequently applied with the consent of the client knowing this fact. All protectors will wear out and lose their effectiveness and this must be taken into consideration when requesting it. The company will not accept any responsibility for the product in what it can do and its limitations, and if there are any complaints/issues relating directly to the product then the client must contact the manufacturer directly in writing (details available on request). 10.12. Fabrics exposed to heavy soil, heavy usage (children, pets etc), or strong light will eventually weaken and deteriorate. Fabrics made up of mostly natural fibres are most sensitive to these conditions. Deteriorated fabric or oxidized colours that are coated with heavy ‘waxy’ soil may disguise certain conditions and not become apparent until after cleaning, i.e. colour loss, fabric splitting or fraying and loose worn fibres. The company will not be held responsible for these conditions should it become apparent. Unstable dye surfaces to leather can be caused by excessive wear. Greasy soils may slowly ‘coat’ the surface of leather and at the same time disguise the erosion of the original lacquer on most leathers. The company will not be responsible for any colour erosion/flaking due to this existing problem, which may become evident after cleaning. 10.13. Existing carpet and fabric protectors can be reduced or removed during the cleaning process and no guarantee is given with regard to their subsequent effectiveness. 10.14. The Company shall not be responsible for any damage caused as a result of the Client placing furniture on a carpet which has not completely dried. Foil and foam furniture protectors will be provided. 10.15. The Company 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.

11 Supplementary Terms
11.1. Estimates of how long it will take the cleaning operatives to do the job are based on the average time it takes to clean a home or an office of a 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. 11.2. The Client understands that the price he/she has been quoted is not for a “package deal” and does not include anything apart from carpet, rug and upholstery cleaning, unless stated otherwise. 11.3. The quotation excludes the clearing of debris created by tradesman or building work unless otherwise stated. 11.4. All fragile and highly breakable items must be secured or removed. 11.5. The Client shall ensure that all valuables are stored away when work is carried out and that the property is supervised by the Client or his/her representative at all times during the course of the work. The Company shall not be responsible for the Client’s failure to comply with this obligation. 11.6. The Company reserves the right to make any changes or add to or alter these Terms and Conditions from time to time. Any alterations or additions will apply to new business but not to any existing contracts. Notice of any changes or additions will be posted on the company website, thirty days in advance of any of the change(s) taking effect.

12 Our Guarantee
12.1. The Company has built its business and reputation by providing it’s Clients with the best possible cleaning service available. Still, the Company realises, that because its operatives are human beings, they sometimes make mistakes. For this reason, the Company offers you a guarantee. If the Client is not satisfied with the cleaning standard of certain areas after the cleaning, the Company’s operatives will come back to the Client’s home/premises and re-clean those areas free of charge.

13 Insurance
13.1. The Company shall insure all work it undertakes. The Company’s public liability insurance covers damages caused by a cleaning operative working on behalf of the Company up to £5 Million and includes Treatment Risk and Fidelity Risk covers as standard.

14 Referral Credit
14.1. Every Client of the Company will receive a one-time credit of £10.00 for referring our carpet cleaning services to another Client. Credit will be issued after we receive cleared funds from the new Client.

15 Law
15.1. These Terms are governed by the laws of England and Wales, and are subject to the exclusive jurisdiction of the Courts of England, and Wales.

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