This page tells you the terms of use under which you may make use of our website Tenancy. cleaning (our sites). The Terms of Service form a legal contract between the individual using the Service (“you,” “the Customer,”) and the cleaning Company “House of Rapha” “we,” “us,”, “Cleaning Company,” or “our”). Please read these terms of use carefully. By using our site and/or making a booking via email, phone or online, you will indicate that you accept these terms of use and that you agree to abide by them by signing. If you do not agree to these terms of use, please refrain from signing this document.

1. SERVICE TERMS AND CONDITIONS (GENERAL)

1. Insurance and Liability
2. At the time of booking please notify us of any expensive items, including furniture, which may require specialist treatment or chemicals. This includes parquet and oak flooring, wooden work, surfaces and any other custom-made items.
3. The Company holds public liability insurance to the value of £1,000,000.         
4. Any claim for damage must be reported to the Company within 48 hours of the cleaning service visit. “If there is no correspondence within 48hrs of your claim then we will close your complaint and will no longer held responsible for it”.
5. We reserve any right to refuse disclosure of confidential company documents.
6.  We shall not be liable for any third parties or their actions who enter or are present at the Customer’s premises during the cleaning visit nor any costs incurred of said 3rd parties.
7.  We request all items of sentimentally valuable be stored away and/or not cleaned by the cleaning operatives. We therefore request that clients remove all items from area to be cleaned. 
8. We are not responsible for any existing damage to Customer’s 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.
9. We are not liable for any damages caused by faulty products/equipment provided by the Customer.
10. Arrival House of Rapha times and cleaning times are an estimate. The company will not be liable, under any circumstances, for missed/cancelled appointment costs or any other costs owing to delayed House of Rapha or completion times.
11. House of Rapha Cleaning Services can provide cleaning materials and equipments (upon request and subject to additional charge). All cleaning equipments are safe and in full working order.
12. House of Rapha Cleaning Services will advise all Cleaners to keep clients keys safe at all times.

B.  Satisfaction Guarantee.

1. Your satisfaction is guaranteed. If you are not completely satisfied with any the standard of service provided by the cleaner , House of Rapha Cleaning Services will introduce them with a replacement Cleaner as soon as possible, normally within seven working days. 
2. Additions and amendments binding. 
3. 2. If the Customer requires any additional services or variations at the time the Service is being performed, the 
4. Customer must first contact House of Rapha Cleaning Services by telephone, who may agree to provide the additional Services.The Customer must not request such changes directly from the Cleaner.
5. The client will provide a safe working environment at the Premises for the Cleaner to perform the Service; provide the Cleaner with access to all services and utilities (including hot and cold water, electricity, and rubbish bins) as required by the Cleaner to provide the Service; 
6. The client agrees to behave nicely to the Cleaner and to treat her/him with respect; 
7. Client will advise House of Rapha Cleaning Services prior to the commencement of the Service of any hazards, slippery surfaces.
8. If the Customer requires the Cleaner to clean behind or under any heavy items (e.g. a fridge, bookshelf, or other furniture), will move those items prior to the commencement of the Service; and it will secure or remove any fragile, delicate, breakable or valuable items, including cash, jewellery, works of art, antiques, or items of sentimental value prior to the commencement of the Service. 
9. Fridges and Freezers must be thoroughly defrosted before cleaning can start. Kitchen cupboards must be emptied before cleaning can start. They will not be covered by the terms if this is not the case. Ovens must be in a condition that will enable thorough cleaning with standard professional chemical products. 
10. We will do our best to make sure your electrical appliances, microwave, oven, fridge/freezer, are cleaned to a high standard. However, if they have not been cleaned since they were purchased we won’t be held liable for ingrained dirt that cannot be shifted using standard professional chemicals. 

C. Pricing and payments.

1. The Customer agrees to pay 1 ½ rate/hour for Service on Bank Holiday or National holiday if required. 
2. A 25% deposit is required prior to start of reserved work and 75% upon completion of work.
3. The Customer agrees to fully instruct/show (included the materials) to the Cleaner how to use machines (such as washing machine, dryer, iron or any other) if service require. 
4. The Customer agrees to inform House of Rapha Cleaning Services at least 7 days notice should they be taking holiday/do not require the Cleaner to work over this period. 
5. A full reservation refund is to be made if the Customer going on holiday and may not provide access to the premises. If customer informs us within 3 days prior to agreed date. 
6.  If our cleaners need to collect keys from a third party’s address outside the postal code of the premises where the work is to be carried out then a £15.00 charge may apply. 

6. Parking charges are applicable if parking arrangements cannot be made. 

7. The congestion charge fee is subject to an additional charge (if required) the Customer agrees to pay the price quoted by House of Rapha Cleaning Services. 

9. We accept the following payment methods from the Customer: 

Bank transfer.

We accept cash in limited cases and only after the authorisation by the House of Rapha finance.

1. Payment can be made with a debit or credit card over the phone (This need to be made in advance). If payment is made by credit card 3% surcharge will apply. House of Rapha Cleaning Services will not share the Customer’s card details with a third party. 
2. The Client agrees and authorises House of Rapha Cleaning Services Ltd to charge any outstanding amount owed with regards to the cleaning services provided, plus parking and congestion charges fees (if any), and up to the total amount of the booked services to the debit/credit card the Customer has provided; 
3. Customer’s refunds will be made at the end of the month via bank transfer. 

       Non-Payment

1. House of Rapha Cleaning Services reserves the right to charge the Customer a late payment fee of 10% for any overdue invoices, 20% for delays more than 20 days, 30% for delays more than 30 days. 
2. House of Rapha Cleaning reserves the right to stop, with immediate effect, the cleaning services provided to the Customer in case of no payment received or delayed payment. 
3. House of Rapha Cleaning Services will collect any outstanding monies owed to us. If, as a result, we have to use a debt collecting agency or county court to secure payment.
4. You agree to pay any debt collection agency fees, court fees, legal costs, or 
5. Interest that will occur due to the result of non-payment of your outstanding bill. 

           Non-appearance 

1. If a Cleaner fails to attend the Premises within 1 hour of the Service Time, does not notify House of Rapha Cleaning Services or the 
2. Customer does not provide the requested Service, House of Rapha Cleaning Services will provide the Customer with a rescheduled Service at another time mutually agreed between the Customer and House of Rapha Cleaning Services. 

D. Job quotations 

1. The actual price payable by the Customer is calculated on the total number of hours or weight of duty to be performed based on our experience. 

2. Any price quoted by House of Rapha Cleaning Services is an estimate only based on House of Rapha Cleaning Services' experience.

3. If at the commencement or during providing the Service, it is apparent that the actual cost of the service will exceed the quote provided, We shall provide the customer with the option to pay an increased fee to complete the Service, or pay the quoted amount without the Service being completed. 

E. Bookings.

1. Our cleaning service may be ordered by telephone, e-mail or online, and you agree to be bound by these terms and conditions. 

2. At the time of booking, the Customer must provide details of any hazards, slippery surfaces, risks or dangers, ingrained dirt, grease or grime located at the Premises; 

3. House of Rapha Cleaning Services provides all quotations at the time of booking. Quotation will be sent via email to the customer (if the email address is provided); 

4. House of Rapha Cleaning Services reserves the right not to accept a booking for any reason. 

6. Domestic Cleaning: A minimum of 3 hours per cleaning visit applies. 

7. One off /Spring Cleaning/After party: A minimum of 4 hours per cleaning visit applies. 

8. End of Tenancy Cleaning: We have a fixed price for this service, depending on the size of the property; 

9. After builders cleaning, we will ask you for a “list to do” and then we can discuss how many hours are necessary to complete the job for you; 

10. Carpet and upholstery cleaning prices are based on different types of space (bedrooms, rooms), sofa (2 seater or 3 seater), etc. 

F. Health and safety risks.

1. The Cleaner is entitled to undertake a job safety analysis before the commencement of any work to assess the health and safety risk at the Premises; 
2. The Cleaner may, either before or during the provision of the Service not provide or cease the provision of the service where carrying out the Service presents, in the absolute discretion of the Cleaner, a risk to health and safety. 
3. No engagement of cleaners.
4. The Customer acknowledges that House of Rapha Cleaning Services invest significant resources in recruiting, selecting and training its Cleaners. Unless House of Rapha Cleaning Services gives prior written permission, the Customer must not, directly or indirectly, engage, employ or contract with any Cleaner to provide domestic services to the 

G. Complaints.

If the Customer is dissatisfied for any reason with the Service provided, it must inform House of Rapha Cleaning Services within 24 hours of completion of the Service. House of Rapha Cleaning Services strives to achieve 100% customer satisfaction and will endeavour to resolve the problem quickly and efficiently. We will not consider any complaints that are notified after a period of 24 hours. 

H. Exclusions and limitations.

House of Rapha Cleaning Services is not responsible for: 

1. not completing or providing the Service as a result of a breach of a warranty by the Customer (including a failure by the Customer to provide a safe working environment or unencumbered access to the Premises); or 

2. not completing or providing the Service as a result of the Cleaner not proceeding for health and safety reasons; 

3. any loss or damage incurred by the Customer or any third party as a result of the effects of a force majeure, being any event beyond the reasonable control of House of Rapha Cleaning Services; 

4. not completing or providing the Service due to an act or omission of the Customer or any other person at the Premises during provision of the Service; 

9. Old stains that cannot be removed using normal cleaning methods. 

10. Accidental damage due to faulty equipment. 

11. Any accidental damage caused by a cleaner working for House of Rapha Cleaning Services, if there is an outstanding 

amount owed to House of Rapha Cleaning Services (excluding payment due for the cleaning visit when the accident happened). 

12. House of Rapha Cleaning Services will not be responsible for triggering any alarm systems. The customer should provide special instructions deactivation of any alarm systems. 

I. Cancellation 

1. The Customer must provide House of Rapha Cleaning Services with at least 24 hours' notice prior to the Service Time, if they 

wish to suspend, postpone or cancel the Service for any reason. 

2. If the customer wants to cancel the cleaning contract for some reason before the 1-year duration, they must give House of Rapha 

Cleaning Services LTD 2 (two) week written notice for cancellation. If this does not happen, the Customer has to pay the outstanding amount. 

3. In the event that such notice has been given, House of Rapha Cleaning Services will endeavour to reschedule the Service if 

required. 

4. Domestic cleaning: You agree to pay the full price of the cleaning visit if you cancel or change the date/time 

less than 24 hours prior to the scheduled appointment. You agree to pay the full price of the cleaning visit in the 

event of a lock-out caused by our cleaners being turned away; no one home to let them in; or a problem with 

your keys. If keys are provided, they must open the lock without any special efforts or skills. 

5. Cancellation by us: We reserve the right to cancel the contract between us if: 

      5.1 We have insufficient staff to fulfil the booking you have ordered. 

      5.2 We do not cover your area, or 

      5.3 One or more of the services you ordered were listed at an incorrect price due to a typographical error. 

      5.4 If we do cancel your contract, we will notify you by e-mail within 14 days of your booking. 

      5.5. Notwithstanding the foregoing, nothing in these terms and conditions is intended to limit any rights you might have as a consumer neither        under applicable local law or other statutory rights that may not be excluded nor in any way to exclude or limit our liability to you for any death        or personal injury resulting from our negligence. 

      5.6. By entering into a contract with House of Rapha Cleaning Services, you agree that after the termination of the cleaning service, you will              not hire or use any domestic services provided by a present or past cleaner introduced to you by House of Rapha Cleaning Services. If you do          wish to hire or use domestic services provided by such a cleaner, then you must pay a referral fee of £ 2,000. 

Ownership of rights. 

All rights, including copyright, in this website are owned by or licensed to House of Rapha Cleaning Services. Any use of this 

website or its contents, including copying or storing it or them in whole or part, other than for your own personal, non-commercial use, is prohibited without our permission. You may not modify, distribute or repost anything on this website. 

 Accuracy of content.

We have taken care in the preparation of the content of this website, in particular to ensure that prices quoted are correct at the time of publishing and that all services have been fairly described. 

Availability.

All services are subject to acceptance and availability. If the service you have booked is not available, we will contact you by e-mail or phone (if you have given us details). You will have the option either to wait until the service is available or to cancel your booking. 

Price The prices payable for services that you book are as set out in our website. All prices are inclusive of tax at the current rates and are correct at the time of entering information.

Privacy policy. 

The Customer acknowledges that any information provided by the Customer may be used by House of Rapha Cleaning Services for the purpose of providing the Service. House of Rapha Cleaning Services agree not to share any information provided by the customer with any third party not directly involved in the provision of the Service.

Changes to this agreement.

House of Rapha Cleaning Services reserve the right to update or modify these terms and conditions at any time without prior notice, and may do so by publishing an updated agreement on its website. Each updated agreement will take effect 24 hours after it has been published on the website.