Terms & Conditions

Last updated: 01 May 2018

1. INTRODUCTION

1.1 Welcome to MANSA’s Terms and Conditions, for use (“T&Cs”). These T&Cs apply to the use of this website and by accessing this website and/or making a booking for services you agree to be bound by the T&Cs set out below. If you do not agree to be bound by these T&Cs, please do not use our website and/or make a booking.

1.2 OUR DETAILS:

  • This website is owned and operated by MANSA Cleaning Services Ltd.
  • We are registered in England and Wales; our company registration number is: 9600959
  • Our Registered Office is: 145-157 St. John Street, London, EC1V 4PY
  • Our contact details: Email: info@mansacleaningservices.co.uk Telephone: 020 7923 9960

1.3 These T&Cs represent a contract between MANSA Cleaning Services Ltd and the Customer. The Customer agrees that any use of the Company’s cleaning services, including placing a booking for services by phone, text message, WhatsApp, email, website forms or accepting a quote will constitute the customer’s acceptance of these Terms and Conditions.
1.4 If you have any questions relating to these T&Cs, please contact our customer service team via email at info@mansacleaningservices.co.uk or by telephone on 020 7923 9960 before making a booking with us.
1.5 It is always our aim to make our customers happy. In order for us to do so it is imperative that you are familiar with our T&Cs, otherwise it can be a source for disagreements and discussions. For added confidence we will assure you that all our activities are documented for you to review. This is to ensure transparency of services provided.
1.6 The company is not liable if we fail to comply with these terms and conditions because of circumstances beyond our reasonable control. We might decide not to exercise or enforce any right available to us under these T&Cs. We can always decide to exercise or enforce that right at a later date. Doing this once does not mean we automatically waive the right on any other occasion. If any of these T&Cs are held to be invalid, unenforceable or illegal for any reason, the remaining T&Cs will still apply.
1.7 Both parties will ensure that their respective responsibilities under this agreement are undertaken in compliance with all statutory regulations and codes of conduct.
1.8 Unless otherwise agreed in writing by a director of the Company, these T&Cs will prevail over any other terms of business or purchase conditions put forward by the Customer.
1.9 Please let us know if the personal information that we hold about you needs to be corrected or updated.
1.10 No variation or alteration of these T&Cs shall be valid unless approved in writing by a director of the Company.
1.11 By booking a service with us, you warrant that:

(a) the personal information which you provide when you make a booking is true, accurate, current and complete in all respects;
(b) you will notify us immediately of any changes to this personal information by contacting our office via email at info@mansacleaningservices.co.uk or by telephone on 020 7923 9960.
(c) you agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use.
(d) you agree to be bound by our terms and conditions.

1.12 Our rights:

We reserve the right to:
(a) modify or withdraw, temporarily or permanently, this Website (or any part thereof) with or without notice to you and you confirm that we shall not be liable to you or any third party for any modification to or withdrawal of the Website; and/or
(b) These terms and conditions apply to all of our professional cleaning services. We have the right to alter these T&Cs from time to time and it shall supersede any prior agreement (as explained below) with exception to existing and active contracts, regardless of how you hire us; phone, online, fax, or actual physical negotiation, all contracts are subjected to these terms and conditions. If you do not agree to such amended terms, you must not book any of our services, if you continue to book any services, you will be deemed to have accepted the amended terms.

2. DEFINITIONS

2.1 Some of the expressions contained in these Terms and Conditions are for convenience only and do not affect their interpretation, the following expressions have the following meanings:
2.2 “The Company”, “Our”, “We”, “Us” means – MANSA Cleaning Services Ltd.
2.3 “Customer”, “Client” “You”, “Your” means – any person or company who purchases services from us.
2.4 “Cleaner”, Cleaning Operative”, “Housekeeper” means – an insured and vetted person or firm providing cleaning services to the customer on behalf of the company.
2.5 “Service”, “Services” means – the cleaning services or other home services provided by the company or on behalf of the company.
2.6 “Booking”, “Booked” means – a booking for services made by you to us via telephone, email or website.
2.7 “Proposal”, “Quotation”, “Quote” means – a statement of work or other similar document describing and outlining the services.
2.8 “Terms and Conditions” “T&Cs” means – the terms and conditions of supply of Services as set out in this document and any subsequent terms and conditions agreed in writing by the company.
2.9 “Contract” means – the formal acceptance and agreement between us and the customer for the provision of the services booked incorporating these Terms and Conditions.
2.10 “Customer’s Address” – means the address where the customer has requested the cleaning services to be carried out.
2.11 “Cleaning Visit” – means the visit to the customer’s service address by the cleaner in order to carry out the service.

3. PROPOSAL

3.1 The Proposal for Services is outlined to these Terms and Conditions.
3.2 The Proposal for Services shall remain valid for a period of 30 days.
3.3 The Proposal must be accepted by the Customer in its entirety.
3.4 The Customer shall be deemed to have accepted the proposal by placing a booking with the company.
3.5 The agreement between the company and the customer, incorporating these Terms and Conditions (and any associated insurance), shall only come into force when we confirm a booking with the customer, prior to any confirmation the company has the right to refuse any order.

4. BOOKING SERVICES

4.1 By placing a booking with us you confirm that you are legally capable of entering into binding contracts and are at least 18 years old.
4.2 You may only make a booking under your name.
4.3 You are able to appoint a responsible adult to be in attendance for you, any instruction or direction given to our cleaners by your appointed adult will be taken as an instruction or direction from you. Our cleaners are unable to attend a cleaning appointment in a property with an unattended minor (child under 18 years of age). If our cleaner is unable to access your home due to the absence of an appointed responsible adult, you may be charged a wasted visit fee.
4.4 If you are not at home and our cleaner requires you to provide access to the property when he/she arrives on your appointed cleaning visit or you cannot be contacted, the appointment will be cancelled and a wasted visit fee may be charged.
4.5 You can select which service you require, the location and the time for the service to be provided. On selection of the relevant details, we will notify you of the cost and estimated required time of the service based on those details. If you would like to go ahead, you may then submit the order (“Order”) to confirm your request.
4.6 When you submit your order for service, we will send you an email acknowledging receipt of that booking (“Order Confirmation”). Please note that this does not mean that your Booking has been accepted. All Bookings are subject to acceptance by us, and we will confirm such acceptance to you by sending you a further email to confirm the Booking (the “Booking Confirmation”), confirmation emails are usually only sent during office hours. The contracts between us will only be formed when we send you the Booking Confirmation.
4.7 Please make sure that all the details we have recorded for you are correct including alternative contact numbers should we be unable to get through to your primary contact number. You are responsible for the accuracy of the details you provide us with. Any wasted visit that occurs as a result of incorrect contact details, cleaning details or cleaning visit dates and times may result in a wasted visit fee being charged.
4.8 We will provide you with an estimated arrival time for the cleaning visit, by email or text message. This should be treated as an estimate only and no liability will be accepted by the company as a result of the cleaner failing to arrive at this time due to events out of our control.
4.9 If you have not received the confirmation email within 30 minutes of booking your clean, please contact us at your earliest convenience. Please check your Junk Mail folder before contacting us. Once you have received the confirmation email, it is your responsibility to inform us of any errors that have been made in the cleaning booking details.
4.10 You must treat our cleaners respectfully and courteously and ensure the location in which he/she provides the service is a safe and appropriate working environment in compliance with all applicable laws and regulations.

5. SERVICES AND DELIVERY

5.1 T&Cs and Minimum Charges apply to all of our services.
5.2 You agree that there will be an adequate water and electricity supply to the property before the start work.
5.3 All the things your cleaner is required to do are set out in the Proposal.
5.4 Any variation to the Services must be agreed by the company in writing.
5.5 48 hours’ notice is required if the customer should either decide to cancel or re-schedule a cleaning appointment.
5.6 If any estimates of how long it will take the cleaning operatives to do the job required are being provided that is only an estimate based on the average time it takes to clean a home of similar size to the Customers, it is difficult to estimate precisely how long such tasks may take and a degree of flexibility may be required.
5.7 We base our pricing/quotations from information given from customers, please note badly neglected homes may take longer than a well maintained home.
5.8 The Services will be delivered in accordance with the times and dates detailed in the Proposal. The company may vary these times by providing details of the change to the customer.
5.9 If keys are provided they must open the lock without any special efforts or skills.
5.10 All fragile and highly breakable items must be secured or removed.
5.11 The customer shall ensure that all valuables are stored away when work is carried out.
5.12 Please keep in mind that some spots/marks/stains in your property are actually considered as damage and can only be fixed by a painter/professional trades person.
5.13 Our guarantee is subject to a complaints notice no later than 24 hours after the completion of the service.
5.14 The Customer is liable for an employment referral fee of £500.00 per person, should you directly employ (either legally or on a cash basis) anyone currently employed/sub-contracted by the Company, or employed/sub-contracted by the Company within a 1-year period prior to such employment.  The Customer agrees to pay this fee whether they notify the Company of their action or the company discovers this employment independently at any time after it occurs.  The customer further agrees to reimburse the Company for any and all collection or legal fees the Company incurs in collecting this fee.

5.15 REGULAR CLEANING:

  • Customers are charged £12.00 per hour.
  • There is a minimum of 2 hours per cleaning visit.
  • Customers are required to make full payment no later than 12 hours in advance of their cleaning appointment via credit/debit card, direct debit, standing order or bank transfer.
  • If you choose to book our regular cleaning service (either weekly or fortnightly) you are subject to a 3-month minimum term contract, commencing on the date of your first booking with the company. If you need to reschedule or cancel any bookings during this period, we will extend the duration by 30 days to allow for this. If you choose to cancel your bookings before fulfilling your 3-month commitment, you will be charged the full value of your outstanding bookings. Customers with a weekly booking must complete a minimum of 12 bookings during this period and customers with a fortnightly booking must complete a minimum of 6 bookings.
  • Customers are required to provide a working vacuum, mop, bucket, toilet brush and iron & ironing board (if required).
  • If the customer has equipment that is complicated to operate, the customer must provide clear and detailed instructions to the cleaner.
  • For a regular cleaning service, it is the customer’s responsibility to provide the cleaning products and materials but the company can provide cleaning products and materials upon request for an additional charge of £3 per visit for cleaning products.
  • If Customers choose to supply their own cleaning products they are required to provide the following: Bathroom Cleaner, Bin Bags, Expandable Duster, Floor Cleaner, Glass Cleaner, Kitchen Cleaner, Limescale Remover, Microfiber Cloths, Rubber Gloves, Sponges, Toilet Disinfectant, Vacuum Bags (if required), Washing-up Liquid.
  • As well as a regular home cleaning service, your cleaner can also provide the following additional services: Ironing +£12 per hour, Clean Inside Fridge +£12, Changing Bed Sheets +£6, Clean inside kitchen cupboards +£12 per hour, customers can either add these services on to all visits or can add them on as a one off to any individual visit.
  • When using our regular cleaning service, you do not need to provide us with parking permits.

5.16 DEEP CLEANING, AIRBNB, SHORT LET & HOLIDAY LET CLEANING:

  • Customers are charged £15.00 per hour.
  • The company requires a deposit of 50% of your cleaning total paid to us 24 hours in advance of the customers cleaning appointment.
  • The remaining balance must be paid on completion to the cleaning operative before the operative leaves the customers premises, in circumstances where you are unable to be present we will require payment of the remaining balance to be made within 24 hours of completion.
  • The customer understands that additional parking and congestion charges may apply.
  • There is a minimum of 3 hours per cleaning visit.
  • If Customers choose to supply their own cleaning equipment, products and materials they are required to provide the following: a working vacuum, mop, bucket, toilet brush and iron & ironing board (if required), Bathroom Cleaner, Bin Bags, Expandable Duster, Floor Cleaner, Glass Cleaner, Kitchen Cleaner, Limescale Remover, Microfiber Cloths, Rubber Gloves, Sponges, Toilet Disinfectant, Vacuum Bags (if required), Washing-up Liquid.
  • If the customer would like the company to provide cleaning equipment and products they will incur an additional charge of £3 per visit for cleaning products and £10 per visit for cleaning equipment e.g. (vacuum, mop and bucket).

5.17 END OF TENANCY CLEANING, AFTER PARTY CLEANING, AFTER BUILDERS CLEANING, WINDOW CLEANING, CARPET & UPHOLSTERY CLEANING:

  • The company requires a 50% deposit of your cleaning total paid to us 24 hours in advance of the customers cleaning appointment.
  • The remaining balance must be paid on completion to the cleaning operative before the operative leaves the customers premises, in circumstances where you are unable to be present we will require payment of the remaining balance to be made within 24 hours of completion.
  • The company reserves the right to amend the initial quotation should the customer’s original requirements change.
  • The customer understands that additional parking and congestion charges may apply.
  • The company uses national average room sizes when calculating quotations without viewing the actual room in person.
  • All quotations are given by the Company following a request by the Customer and shall remain open to acceptance for a period of 30 days from the date issued.
  • The Company shall provide all cleaning supplies and cleaning equipment necessary to carry out the service.
  • The Client must provide running water, electricity and sufficient light at the premises where the service takes place.
  • If the customer has a dog, cat or other hairy pet then an extra 30% charge may be added to the service price due to the extensive amount of animal hair slowing down the cleaning process.
  • With regard to carpet cleaning, our company is not responsible for any permanent damage to your carpet prior to your engagement with us. Rest assured that this will be clarified before we commence with the service.
  • End of Tenancy Cleaning and Builders Cleaning is charged per job, taking into account the current condition, number of rooms, bathrooms, WCs, shower rooms and en-suites. Please note that we do not charge per hour or per cleaner and the number of operatives attending your property may vary. The number of operatives in a team will not affect the initially quoted price.

6. PRICE AND PAYMENTS

6.1 The terms for payment will be clearly specified and outlined in the cleaning proposal.
6.2 The Customer must settle all payments for Services in accordance with the Proposal.
6.3 The company reserves the right to charge the Customer interest on all late payments.
6.4 The price for Services is as specified in the Proposal and is exclusive of VAT (currently not applicable) and any other charges as outlined in the Proposal.
6.5 The price for any equipment/products/materials required to complete the services will be clearly specified in the cleaning proposal.
6.6 The company is also entitled to recover all reasonable expenses incurred in obtaining payment from the Customer where any payment due to the company is late.
6.7 The Customer is not entitled to withhold any monies due to the company.
6.8 Prices are liable to change at any time, but changes will not affect orders in respect of which we have already sent you a Booking Confirmation.
6.9 The company is entitled to vary the price to bookings if:

  • any additional Services requested by the Customer which were not included in the original Proposal;
  • any increase in the cost of products/materials (where applicable);
  • any additional work required to complete the Services which was not anticipated at the time of the Proposal;
  • any variation will be discussed with the customer.

6.10 In the event that advance payment for services has been made by the customer to the company and the cleaning operative fails to attend that cleaning appointment the company shall arrange a replacement Cleaner/Housekeeper to attend at a mutually convenient time to the Customer and the company.
6.11 The price of any Services will be as quoted on our Website, except in cases of obvious error.
6.12 Although greatly appreciated and a wonderful way to say ‘Thank you’, the customer understands that tipping is not required.
6.13 We reserve the right to cancel any contract and back date additional charges for past services to reflect the balance of the standard rate if any misleading or false information was used to obtain a discounted cleaning services.
6.14 Where such alternative arrangements have been made the customer must make payment within 14 days or 30 days of the invoice date.
6.15 The rates of payment by the company will be as agreed between the Company and the Customer. The customer will make no reduction or retention from the sum due under any invoice.
6.16 We reserve the right to cancel services without notice due to declined credit/debit card transactions or non-cleared funds.
6.17 The Customer understands that any ‘late payments’ may be subject to additional charges.
6.18 The Company reserves the right to charge interest on invoiced amounts unpaid from the due date until the date of actual payment.
6.19 The Company reserves the right to charge administrative fee in addition to the balance due for any account we are forced to refer for collection. Please note that debt collecting companies may add their charges to the outstanding amount.
6.20 Every effort has been made to ensure that making a booking is secure via our payment providers. We cannot be responsible for fraudulent use of a lost payment card.
6.21 Once payment is made for completion of work our office will issue a PAID invoice confirmation to the customer, please allow 24 ours to receive.

7. QUOTATIONS

7.1 We use national average room sizes when calculating quotations without viewing the actual room in person.
7.2 All quotations are given by the company following a request by the customer and will remain open to acceptance for a period of 30 days from the date issued.
7.3 We reserve the right to amend the initial quotation should the customer’s original requirements change.
7.4 Differences will be discussed with the customer prior to the start of the work.
7.5 Please ensure that all works that you require are shown clearly on the quote as the clean will be scheduled in accordance with the quotation wording.

8. REFUNDS

8.1 Refund will be issued only if:

  • The customer has cancelled a cleaning service within the allowed time of 48 hours prior to the start of the cleaning service, we are always happy to issue a full refund if payment has already been received by the company.
  • The cleaner does not attend a cleaning visit and we fail to provide a replacement.
  • You have requested cover for a holiday or sickness and we have not been able to provide a replacement cleaner.
  • A cleaner has not been able to provide the cleaning due to reasons beyond the Customer’s responsibility.
  • We fail to provide the service on the agreed day and an alternative day can not be arranged that is acceptable to the customer. If no alternative date can be arranged within 7 days we will refund the full charge of the service. Any refund due will be made within a further 7 days.

8.2 The company does not offer any refunds for services rendered, which is why we always encourage our customers to fully inspect the cleaning before the cleaner leaves (excluding regular cleaning) to ensure that you are completely satisfied with the results. If you are not at the property and unable to do so then any issue must be reported within 24 hours of completion of the service and we will attempt to rectify these issues.

9. PROMOTIONS AND SPECIAL OFFERS

9.1 Customer Referrals – Every customer of the company will receive a 10% discount on their next clean for referring our services to another customer. Referral discount will be issued after we receive cleared funds from the new Customer.
9.2 If you enter any prize competitions, promotions or special offers, separate terms may also apply in addition to these T&Cs. In the event of a conflict between any additional terms and conditions and these terms and conditions, the additional terms will prevail to the extent of the conflict.
9.3 Any special offer is only valid if offered at the time of booking and MUST BE NOTED in booking confirmation.
9.4 Deals cannot be combined with any other deals and promotions and are subject to availability.
9.5 You are subject to the specific terms and conditions stated on each promotion and special offer.
9.6 You should check these specific promotional/special offer terms before participating in any promotion as terms and conditions may differ between promotions.

10. DAMAGES

10.1 PLEASE BE ADVISED THAT WE LIMIT OUR LIABILITY FOR DAMAGE TO THE COST OF YOUR CLEANING AND WE ASSUME NO LIABILITY FOR DAMAGE OR LOSS OF ITEMS THAT ARE NOT SECURED PROPERLY OR THAT WERE DAMAGED PRIOR TO OUR CLEANING. (Example: heavy pictures hanging from thumbtacks, any type of floating shelves, etc.) Items of value, (monetary or sentimental) should be stored away. In the unlikely event that something is damaged you will be required to contact us immediately in order to submit a formal claim request through our insurers.
10.2 We will not be responsible for damage due to faulty and/or improper installation of any item. All surfaces (i.e., marble, granite, wood etc.) are assumed sealed and ready to clean without causing harm.

11. INSURANCE

11.1 We have a public liability insurance policy up to £2,000,000 and Employers liability insurance up to £10,000,000 underwritten by a leading insurer for the purpose of domestic and commercial cleaning services.
11.2 This policy is only able to cover extreme circumstances, for example, serious injury to the cleaner or severe damage to property such as fire.
11.3 On the rare occasion that our cleaners are self-employed they have also agreed to have their own personal and public liability insurance policy to protect them and your property.

12. EVENTS OUTSIDE OF OUR CONTROL

12.1 We will not be liable or responsible for any failure to perform or delay in performance of any of our obligations under a Contract that is caused by events outside our reasonable control (Force Majeure Event) “Acts of God”.
12.2 A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes without limitation, strikes, lock-outs and other industrial disputes/action, breakdown of systems or transport access, flood, fire, storm, earthquake, explosion, acts of terrorism or threat of terrorist attack, invasion, war (whether declared or not), threat or preparation for war, accidents, civil commotion, riot, breakdown of plant or machinery, shortage or unavailability of raw materials from a natural source of supply, subsidence, epidemic or other natural disaster; impossibility of use of railways, shipping, aircraft, motor transport or other means of public or private transport; impossibility of the use of public or private telecommunications networks; acts, decrees, legislation, regulations or restrictions of any government.
12.3 Our performance under any Contract is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period. We will use our reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which our obligations under the contract may be performed despite the Force Majeure Event.

13. SATISFACTION GUARANTEE

13.1 The Company has built its business and reputation by providing its clients with the best possible cleaning service available. 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 customer is not satisfied with the company’s service our cleaners will come back to your property and re-clean to complete satisfaction.
13.2 Any unsatisfactory cleaning must be reported no later than 24-hours after the cleaning service is done, failure to inform us within this time period will nullify our satisfaction guarantee.
13.3 Where possible MANSA cleaners will collect your signature on your checklist to verify that you are happy with your clean. In signing the checklist, you confirm that you are satisfied with your clean and have accepted that the MANSA guarantee is fulfilled.
13.4 MANSA may request the customer to supply photographs taken before this 24-hour time period elapses, detailing the inadequate service as proof. Refusal to provide this proof, if requested will nullify our satisfaction guarantee.
13.5 Before we consider any partial or full refund, we will send a service provider back to the property to re-clean. Failure to accept this repeat service will nullify the company’s satisfaction guarantee.
13.6 Customers must be present at all times during the re-clean.
13.7 Our guarantee comes with the condition that no feedback/complaints be left in any publicly accessible place e.g. online or social media. Upon discovery of this, MANSA is entitled to nullify the satisfaction guarantee.

14. MANSA OBLIGATIONS

14.1 MANSA shall perform the services with skill and care and to a high standard.
14.2 MANSA shall comply with all relevant health and safety regulations.
14.3 MANSA shall ensure that all necessary licenses and permissions required to provide the services are current.
14.4 MANSA shall be responsible for waste management and disposal when required in the course of providing the services.
14.5 MANSA agrees to keep all customers’ information confidential.
14.6 MANSA shall hold all necessary insurance policies as required by law.

15. CUSTOMER OBLIGATIONS

15.1 The Customer will provide access to the cleaner at the times agreed and/or specified in the proposal and will co-operate with all reasonable requests by the company.
15.2 The Customer will provide electricity, hot water, cold water, toilet facilities and spare keys (if required) to the company for the purpose of completing the services
15.3 The Customer will apply for, obtain and meet the cost of all necessary approvals and permissions required to complete the services prior to the commencement of the work.
15.4 Any specific instructions will need to be outlined by the Customer in writing and agreed with the company.
15.5 The Customer shall be liable for any expenses incurred by the company as a result of the customer’s failure to comply with the obligations as defined by these Terms and Conditions.
15.6 The customer shall remove (or restrict access to) all delicate items of furniture, ornaments and other belongings from the area to be cleaned.
15.7 The Customer shall supply all cleaning equipment and materials requested for the provision of the services when required e.g. regular cleaning.
15.8 All equipment supplied by the customer must be safe to operate, in full working order and must not require any special skills to operate.
15.9 If cleaning materials are unavailable, the customer authorises the cleaner (as his or her sole discretion) to purchase/supply the required products and agrees to meet the expenses of the materials and pay the requested surcharge. Whilst reasonable endeavours shall be taken to purchase appropriate materials, the company accepts no liability with regard to the materials purchased and no warranty can be given to the suitability of the same.
15.9 If the Customer fails to provide equipment as agreed the Company shall be at liberty to (but not obligated to) use their own equipment or hire equipment and the customer agrees to meet the costs resulting from this lack of provision.

16. TERMINATION

16.1 The Agreement shall continue until the services have been provided in terms of the proposal or any subsequent date as mutually agreed in writing by both parties or until terminated by either party.
16.2 The company may terminate the agreement if the Customer has failed to make any payment due of the total sum outstanding.
16.3 Either party may terminate the agreement by notice in writing to the other if:

  • the other party commits a material breach of these Terms and Conditions and in the case of a breach capable of being remedied fails to remedy it within a reasonable time of being given written notice from the other party to do so;
  • the other party commits a material breach of these Terms and Conditions which cannot be remedied under any circumstances;
  • the other party passes a resolution for winding up (other than for the purpose of solvent amalgamation or reconstruction) or a court of competent jurisdiction makes an order to that effect;
  • the other party ceases to carry on its business or substantially the whole of its business;
  • the other party is declared insolvent, or convenes a meeting of or makes or proposes to make any arrangement or composition with its creditor or a liquidator, receiver, administrative receiver, manager, trustee or similar officer is appointed over any of its assets.

16.4 In the event of termination, the customer must make payment to the company for work done and expenses incurred up to the date of termination.
16.5 The Company is responsible for arranging return of any keys to the customer upon termination.
16.6 The Company does not control any standing orders set up by the Customer. Accordingly, it is the Customer’s responsibility to cancel the same upon termination in accordance with this agreement.
16.7 Any rights to terminate the agreement shall be without prejudice to any other accrued rights and liabilities of the parties arising in any way out of the Agreement as at the date of termination.

17. COMPLAINTS AND CLAIMS

17.1 Resolving Complaints:

  • If you would like to make a complaint or provide any feedback about one of our cleaners or their services, please contact us as soon as possible and we shall resolve any of your concerns immediately.
  • Complaints are accepted verbally over the phone and in writing (e mail or letter). complaints must be reported on completion or within the following 24-hours.
  • Any concerns you have whilst we are still on site please raise this with the cleaner initially and if your still not 100% happy please contact us whilst the cleaner is still on site to resolve the issue. We take enormous pride in our quality of work and customer service and want you to be totally satisfied.
  • If we’re unable to resolve the issue following contact, you may choose whether you would like us to:
    • Arrange for a re-clean at no additional cost to you.
    • We may provide you with a credit note towards your next clean.
  • All cleaning services will be deemed to have been provided to the customer’s satisfaction unless notice is received by the company with details of the complaint within 24 hours of the work being done. All complaints must be received no later than 24 hours after the completion of the cleaning service. The company will fully investigate any complaint and attempt to resolve it to the satisfaction of the customer.
  • The Customer agrees to allow the Company back to re-clean before making any attempts to clean those areas themselves or arranging a third party to carry out cleaning services with regards to the above. Failure to do so will void our Company Guarantee and we will consider the matter fully settled.
  • MANSA may take up to 7 working days to respond to a complaint.
  • We request that complaints or feedback details be provided in a clear and complete manner.
  • Any refunds or adjustments must be requested to us directly and subject to approval by us.
  • The customer waives their right to stop payment unless the company fails to make good on the guarantee.
  • All claims must be submitted in writing.
  • No claims will be entertained if the customer has an outstanding balance aged more than 14 days.
  • 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.

18. LIABILITY

18.1 Nothing in our T&Cs shall affect your statutory rights, or exclude or limit our liability for death or personal injury arising through our negligence, fraudulent misrepresentation and/or anything else which cannot be excluded or limited by us under English Law.
18.2 Our liability for losses you suffer as a result of us breaking this agreement is strictly limited to the purchase price of the services you purchased in the previous six months.
18.3 This limitation does not include or limit in any way our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any matter for which it would be illegal for us to exclude, or attempt to exclude, our liability.
18.4 We are not responsible for indirect losses which happen as a side effect of the main loss or damage, including but not limited: to loss of income or revenue; loss of business; loss of profits or contracts; loss of anticipated savings; loss of data; or, waste of management or office time however arising and whether caused by tort (including negligence), breach of contract or otherwise.
18.4 We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your booking and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when booking a service.
18.5 The company will not be liable under any circumstances for any loss, expenses, damages, delays, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the customer if the customer has an outstanding balance aged 14 days or more from the date the payment was due.
18.6 The company shall not be liable for any odours arising during and/or after cleaning service when this is due to factors such as, lack of ventilation, and/or appropriate heating and other factors that the company has no control over.
18.7 The Company shall not be liable by 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 the premises, lack of appropriate resources, such as water, electricity, and lighting.
18.8 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 customer arising from or in any way connected with a late arrival of company operatives at the service address. The Company endeavours to be on time for all appointments but sometimes due to transport related and other problems which are beyond the company’s control, the company’s cleaning operative’s may be delayed and/or the cleaning visit may need to be re-scheduled.
18.9 The company cannot guarantee the complete removal of old existing damage, wear and tear, stains, spillage or discolouring that cannot be cleaned/removed completely using customer provided cleaning detergents and equipment or industry standard cleaning detergents and equipment that we may provide for our cleaners to use.
18.10 The Company shall not be liable for a cleaning job not complete due to the lack of suitable/enough cleaning materials supplied by the customer, lack of hot water or electricity, or equipment not in full working order.
18.11 The Company shall not be liable if the customer provides the cleaning products/equipment for our cleaners to use, it is at the customer’s own risk if stains or damage occurs.
18.12 The company shall not be liable for a third party entering or present at the client’s premises during the cleaning process which may affect the result of the clean.
18.13 The Company shall not be liable for 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 customers cleaning equipment and materials and in accordance with the industry standard cleaning methods.
18.14 The Company shall not be liable for non-satisfactory results with our cleaning services due to the Customer or a third party walking on wet floors or using appliances during or shortly after the cleaning process.
18.15 MANSA reserves the right not to be liable for completing tasks which are not stated on our cleaning specifications.

19. USE OF WEBSITE

19.1 ACCESS:

  • You are provided with access to this Website in accordance with these T&Cs and any Booking made by you must be placed strictly in accordance with these T&Cs.

19.2 REGISTRATION:

  • By registering as a user of our Website, you warrant that:
    (a) the personal information which you provide when you register as a user and/or make a Booking is true, accurate, current and complete in all respects; and
    (b) you will notify us immediately of any changes to this personal information by contacting our customer service representatives by email at info@mansacleaningservices.co.uk

19.3 You agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use.

19.4 OUR RIGHTS:

We reserve the right to:
(a) modify or withdraw, temporarily or permanently, this Website (or any part thereof) with or without notice to you and you confirm that we shall not be liable to you or any third party for any modification to or withdrawal of the Website; and/or
(b) change these Terms from time to time as explained below. If you do not agree to such amended terms, you must stop using the Website. If you continue to use the website, you will be deemed to have accepted the amended T&Cs.

19.5 THIRD PARTY LINKS:

  • Links to third party websites on the website are provided solely for your convenience. If you use these links, you leave the website. We have not reviewed any of these third party websites and do not control and are not responsible for these websites or their content or availability. We therefore do not endorse or make any representations about them, or any material found there, or any results that may be obtained from using them. If you decide to access any of the third party websites linked to the website, you do so entirely at your own risk.

19.6 THIRD PARTY WEBSITES:

  • Our website includes hyperlinks to, and details of, third party websites.
    We have no control over, and are not responsible for, the privacy policies and practices of third parties.

19.7 PRIVACY:

  • We process information about you in accordance with our Privacy Policy. By using our Website, you consent to such processing and you warrant that all data provided by you is accurate.

20. CANCELLATIONS AND RESCHEDULING

20.1 We believe that time is valuable for both customers and MANSA. That is why there is a Cancellation & Rescheduling Policy for both customers and the company.

20.2 BOOKING CANCELLATION AND RESCHEDULING BY YOU:

  • Customers may cancel a booking free of charge with a minimum of 48 hours’ notice, prior to the scheduled booking by email to info@mansacleaningservices.co.uk or by calling 020 7923 9960 in which case the booking will not be charged.
  • If you need to reschedule a cleaning day or time the company will do its best to accommodate you. A minimum of 48 hours’ notice is required to reschedule without reason and not incur any charges. Please note that the we cannot guarantee that the same operative will be available on the new day and at the time the customer requires, any changes in the cleaning schedule are subject to availability.
  • For cancellations after 48 hours before the booking or if your cleaner arrives to carry out the service and is unable to gain entry or start the clean, you will be charged the full price of the booking except in exceptional circumstances (at the sole discretion of the company).
  • For cancellations made within 24 hours before your scheduled clean you will still be charged the full price of the booking If you subsequently rebook your clean half of this cancellation fee will be credited to you against your next service.

BOOKING CANCELLATION BY US:

  • We reserve the right to cancel or reschedule any booking without notice or cause 48 hours before the start time of the cleaning appointment without compensation to customers.
  • A sum of up to £12 will be credited towards the customers next clean if we cancel or reschedule between 12-24 hours before the scheduled booking to compensate customers for the inconvenience. Please note we will not be liable or responsible for any failure to perform, or delay in performance of any of our obligations under a Contract that is caused by events outside our reasonable control Force Majeure Event “Acts of God”.
  • A sum of up to £24 will be credited towards the customers next clean if we cancel or reschedule between 1-12 hours before the start time to compensate customers for the inconvenience. Please note We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control Force Majeure Event “Acts of God”.
  • Customers will receive a full compensation credit for the booking if we cancel less than 1 hour before the start time or fail to show up to the scheduled clean. Please note We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control Force Majeure Event “Acts of God”.

21. ASSIGNMENT

21.1 The Customer shall not be entitled to assign its rights or obligations or delegate its duties under this contract without the prior written consent of the company.

22. NOTICES

22.1 Any notice to be given by either party to the other may be formally communicated in writing namely, by email or letter to the address of the other party given in the proposal. Emails are deemed to have been received on the day they were sent, unless the recipient can prove otherwise. Letters are deemed received straightaway when given over personally by hand to a representative of the company.

23. ENTIRE AGREEMENT

23.1 These Terms and Conditions supersede any previous agreements, arrangements, documents or other undertakings either written or oral.

24. INDEMNITY

24.1 The Customer shall indemnify us against all claims, costs and expenses which we may incur and which arise directly or indirectly from the Customer’s breach of any of its obligations under these Terms and Conditions.

25. SEVERANCE

25.1 If any term or provision of these Terms and Conditions is held invalid, illegal or unenforceable for any reason by any court of competent jurisdiction, such provision shall be severed and the remainder of the provisions hereof shall continue in full force and effect as if these Terms and Conditions had been agreed with the invalid, illegal or unenforceable provision eliminated.

26. WAIVER

26.1 The failure by either party to enforce at any time or for any period any one or more of the Terms and Conditions herein shall not be a waiver of them or of the right at any time subsequently to enforce all Terms and Conditions.

27. WARRANTIES

27.1 We warrant that we will perform the services with reasonable skill and care, which is the extent of our warranty.

28. INTELLECTUAL PROPERTY RIGHTS

28.1 All intellectual property rights, registered or unregistered, including but not limited to patents, trademarks, design rights and know-how (including our business model) remain the property of MANSA and cannot be used, copied or replicated by the Customer without the written permission of the Company.

29. DEFECTIVE SERVICES

29.1 If the services are found to be defective in accordance with these Terms and Conditions, then we shall require the Cleaner/Housekeeper to re-perform the services.
29.2 Where the Services are defective or do not comply with the Agreement, the Customer must notify us in writing within 24 hours from the time the defect is ascertained.
29.3 If the Customer has not paid for all the Services in full by the date the defect in Services is notified to us, then we have no obligation to remedy the defect in terms of this section.

30. AMENDMENTS TO THESE TERMS AND CONDITIONS

30.1 Every time you make a booking the T&Cs in force at that time will apply including any alterations or additions to the booking between you and us. Please refer to these T&Cs regularly. We reserve the right to make any changes or updates to any part of these Terms and Conditions without giving any prior notice, we shall however inform you of any changes by sending copies of the revised terms to you either by post or email, no more than 30 days following the implementation of such changes.

31. ACCEPTANCE OF THESE TERMS AND CONDITIONS

31.1 These Terms and Conditions represent a binding contract between MANSA Cleaning Services Ltd and the Customer.
31.2 The Customer agrees that any use of our services, including booking services by telephone, email, and website forms shall constitute the customers’ acceptance of these Terms and Conditions.
32.3 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 Customer.

32. GOVERNING LAW

32.1 These Terms and Conditions are governed by and construed in accordance with English law and are subject to the exclusive jurisdiction of the Courts of England.
32.2We will try and solve any disagreements arising from or related to a booking quickly and efficiently. If any disputes require court proceedings the parties hereby submit that this shall be decided in an English court.