Terms & Conditions

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Daisy’s Cleaning Fairies

Service Agreement / Terms & Conditions

1.   Definitions and Introduction

a.       In this Service Agreement the following definitions apply:

i.       “DCF”, “The Agency”, “The Company”, “We”, “Us” means Daisy’s Cleaning Fairies based at our head office address of 210 Coal Clough Ln, Burnley, BB11 4NJ.

ii.       “Customer”, “Customer” “Service User”, means the person, people or company for whom the Domestic Cleaning, Office Cleaning, Oven Cleaning, Carpet Cleaning or Shopping Services are provided.

iii.      “Cleaner / Personal Shopper”, “Worker”, means the person carrying out the Cleaning / Shopping Service on behalf of Daisy’s Cleaning Fairies.

iv.       “Cleaning Service” means the cleaning and/or ironing service carried out by the “Cleaner” in the “Customer’s” premises on behalf of “DCF” on a regular or one-off basis.

v.       “Management Service” means the service carried out by our administration team in placing Cleaners, managing that placement and providing alternative cover only when requested by the Customer. It also includes insurance cover whilst the worker is in the home of the Customer.

vi.      “Trading Terms” means the terms described in this Service Agreement for the use of the DCF service and placement of a Cleaner / Personal Shopper.

b.       DCF provides an introduction service between the Customer and the Cleaner / Personal Shopper and manages that placement throughout the term of the service provision.

c.        DCF agrees to provide a Customer with access to our database of vetted, insured, experienced Cleaners / Personal Shoppers to carry out general cleaning and ironing duties, oven & carpet cleaning, personal shopping services only.

d.       The Customer is responsible for the instruction, control and supervision of the Domestic Cleaner subcontracted by DCF and the provision of working cleaning equipment and all necessary cleaning products.

e. The Customer is responsible for the instruction, control and supervision of the Domestic Cleaner, Oven Cleaner, Carpet Cleaner and Personal Shopper subcontracted by DCF whilst in their home.

2.   Contract

a.       This Service Agreement represents a Contract between the Customer and DCF and commences when a Cleaner / Personal Shopper is accepted into the Customer’s home.

b.       The Customer agrees that the Service can only be provided under the Trading Terms in this Service Agreement and should the Customer not feel comfortable with any part of this Service Agreement, they should discuss it with DCF prior to accepting a Cleaner / Personal Shopper into their home.

c.        Upon commencement of the Cleaning Service, this Service Agreement applies until terminated by either the Customer or DCF as per section 7.a

d.       No alteration to these Trading Terms are valid unless they are approved by the owner of DCF. 

e.       This Service Agreement is governed by English Law and any dispute can only be dealt with in the relevant courts in England and Wales.

3.    Payment – Domestic / Office Cleaning / Commercial Cleaning

a.       The price quoted for a domestic or commercial cleaner is separated into two individual payments:

i.      The Monthly Management Fee (MMF)

ii.      The Cleaning Service Fee (CSF)

b.       The MMF covers all administration carried out by DCF including insurance cover for accidental damage, initial placement of Cleaner, sickness and holiday cover only when requested by the Customer, replacement Cleaner where necessary and upon request and consistent recruiting and vetting of new Workers to maintain an adequate database of Cleaners for use by the Customer.

c.        Payment of the MMF is made by the Customer in advance to DCF either by Direct Debit, Standing Order Mandate and charges are made per calendar month.

d.       A monthly invoice can be raised prior to payment but requires an admin fee of £10.

e.       The MMF is payable regardless of whether the Customer is using the Cleaner and will continue until the Contract is lawfully terminated (Section 7.a).

f.         No refunds will be made of the MMF.

g.       The CSF is paid directly to the Cleaner by the Customer on the day of the Cleaning Service either by cash or direct bank transfer. 

h.       Should the Cleaner fail to deliver the Cleaning Service at any time, the CSF is not payable under any circumstance.

i.         DCF reserves the right to delay the commencement of service if the Customer does not pay in advance.  The service will also cease should payments stop.

j.         DCF reserves the right to charge Late Payment Fees of £7.50 per week for late payments to cover administration costs.

k.        Should a third-party involvement be necessary to retrieve late payments, the Customer is liable for any charges incurred.

4.    Payment – Shopping Service

a.       The price quoted for the Shopping Service is separated into two individual payments:

i.      The Monthly Management Fee (MMF)

ii.      The Shopping Service Fee (SSF)

b.       The MMF covers all administration carried out by DCF, initial placement of personal shopper, sickness and holiday cover only when requested by the Customer, replacement personal shopper where necessary and upon request and consistent recruiting and vetting of new Workers to maintain an adequate database of personal shoppers for use by the Customer.

c.        Payment of the MMF is made by the Customer in advance to DCF either by Direct Debit, Standing Order Mandate and charges are made per calendar month.

d.       A monthly invoice can be raised prior to payment but requires an admin fee of £10.

e.       The MMF is payable regardless of whether the Customer is using the personal shopper and will continue until the Contract is lawfully terminated.

f.         No refunds will be made of the MMF, when taking out the service you must allow a minimum of four session for them to get into their routine and thoroughly clean your house. If all requested duties are not fulfilled before the first four sessions you have no allowed the cleaner enough time to complete them.

g.       The SSF is paid directly to the personal shopper by the Customer on the day of the Shopping Service either by cash or direct bank transfer. 

h.       Should the personal shopper fail to deliver the Shopping Service at any time, the SSF is not payable under any circumstance.

i.         DCF reserves the right to delay the commencement of service if the Customer does not pay in advance.  The service will also cease should payments stop.

j.         DCF reserves the right to charge Late Payment Fees of £7.50 per week for late payments to cover administration costs.

k.        Should a third-party involvement be necessary to retrieve late payments, the Customer is liable for any charges incurred.

l. If requested by the customer that we order the shopping over the telephone for an online order from your selected supermarket, we must take an upfront non-refundable payment of £10 as an administration fee. Once your order has been placed we will then take your card details to enter into the website of your selected supermarket to complete the order of your online shop. If the supermarket deliver your shopping incorrectly or there is anything wrong with the order DCF are not liable and this will need to be taken up directly with the supermarket.

5.    Oven Cleaning:

a. The price quoted for an oven clean is a set price and cannot be altered.

b. An upfront NON-REFUNDABLE deposit is to be paid prior to the oven clean taking place via bank transfer on which an invoice will be issued to the customer from DCF.

c. The self-employed oven cleaner is then to be paid the remainder of the balance / price quoted, directly by the customer on the day either in cash or via bank transfer. Cheques will not be accepted. 

d. If the customer is not in on the day of the oven clean or decides to cancel for any reason the deposit is NON-REFUNDABLE. 

e. This is a specialist service and cannot be provided by your regular domestic cleaner.

f. If you advise your domestic cleaner to carry out this operation, this will be at your own risk you will not be covered under the insurance. DCF are not liable.

g. Our oven cleaner is sub-contracted, fully trained, insured and certified.

6.    Carpet Cleaning:

a. The price quoted for a carpet clean is a set price and cannot be altered.

b. An upfront deposit is to be paid prior to the carpet clean taking place via bank transfer on which an invoice will be issued to the customer from DCF.

c. The self-employed carpet cleaner is then to be paid the remainder of the balance / price quoted directly by the customer on the day either in cash or via bank transfer. Cheques will not be accepted. 

d. If the customer is not in on the day of the carpet clean or decides to cancel for any reason the deposit is NON-REFUNDABLE. 

e.  This is a specialist service and cannot be provided by your regular domestic cleaner.

f. If you advise your domestic cleaner to carry out this operation, this will be at your own risk you will not be covered under the insurance. DCF are not liable.

g. Our carpet cleaner is sub-contracted, fully trained, insured and certified.

7. DCF’s Obligations

a.       DCF will consistently advertise, recruit and vet Workers to maintain a healthy database of workers for Introduction.

b.       Interview all new recruits in their own home or otherwise suitable venue.

c.        Reference check all new recruits and take proof of their identity with legal documentation and ensure the candidate is eligible to work in the UK.

d.       Allocate a suitable worker upon request of services.

e.       Provide adequate cover for holidays and sickness following a request from the Customer.

f.         Replace any unsuitable Worker only upon request from the Customer.

g.       Should a Worker fail to turn up for a Cleaning appointment DCF will not automatically send a replacement Worker unless requested by the Customer within 24 hours. 

h.       Issue a service credit for any missed service reported to the office by the Customer within 48 hours of the scheduled time providing a replacement Worker is not available.

i.         DCF will aim to deal with all situations as quickly and efficiently as possible.

8.  Customer’s Obligations:

a.       The Customer will notify DCF of any changes to the Cleaning Service including an increase or decrease in the number of hours, change of address, change of email address or telephone number.

b.       It is the Customer’s responsibility to provide a safe working environment for the worker.  All cleaning equipment must be in good working order and safe to use and there should be a good supply of cleaning products, towels, cloths, etc.

c.        The Customer agrees to book enough hours for the Cleaner to complete all tasks required.

d.       The Customer will inform DCF within 24 hours if the worker fails to turn up to give DCF the opportunity to provide replacement cover.

e.       Should a replacement worker be required at short notice, the Customer agrees to be flexible regarding time and day of the cleaning service cover.

f.         The Customer is responsible for all cleaning arrangements with the Cleaner.

9. Cancellation of the Cleaning Service

a.       After we have provided one-month’s service we require 1 months’ notice in writing to terminate this contract.

b.       DCF may terminate the service provided at any time by giving the Customer 1 months’ notice in writing.

c.        Any outstanding payments to DCF must be paid by the termination date to finalize the account.

d.       DCF reserve the right to charge £7.50 per week late payment fees should the Customer fail to settle their account by the termination date.

e.       Should the Customer fail to settle their account and a third-party company becomes involved to retrieve outstanding fees, the Customer agrees to meet all costs incurred.

f.         Any payments made by the Customer in error to DCF after the termination period are subject to an administration charge of two-thirds of the payment made to cover automatic charges.

g.       All service credits must be used before the termination date.  No extra Cleaning Service can be provided after this time without further charge.

h.       The Customer agrees not to use or recommend any DCF Worker to friends or family unless this is arranged through DCF.

i.         The Customer agrees not to engage any DCF Worker on a “private” basis after introduction, throughout the service and for a period of 12 months after the termination date without prior negotiation.  After this period the Customer may only use the Worker if they are no longer registered as an active Worker for DCF.

j.         Should a Customer engage a DCF Worker following introduction or recommend to a family or friend, throughout the duration of the Cleaning Service or within the 12 month period,  the Customer agrees to be liable for a referral fee of £500.00 per person.  The Customer agrees to pay this fee whether DCF is informed of this engagement or DCF discovers this independently at any time after it occurs.

10.  Exclusion and Liability

a.       DCF will not be liable for any, damage, delay, loss, expense, compensation or costs either directly, indirectly or consequentially, which may be suffered by the Customer arising from or in any way connected with:

i.      Cleaning Service that is unfinished due to insufficient time allowance for the work requested.

ii.      Poor Cleaning Service due to inadequate supply of Cleaning products, hot water or electricity.

iii.      Any damages caused by faulty equipment.

iv.      Any existing damage to a Customer’s property.

v.      Third party entering the Customer’s property during the Cleaning Service.

vi.      The use of bleach, which is not covered by our insurers.

b.       DCF will not be liable for any damage, delay, loss, expense, compensation or costs either directly, indirectly or consequentially where the Customer suffers a loss of keys. 

c.        DCF will not be liable for any damage, delay, loss, expense, compensation or costs either directly, indirectly or consequentially where the Customer suffers a loss of personal belongings.

d.       DCF will not be liable for any damage, delay, loss, expense, compensation or costs either directly, indirectly or consequentially due to failure of a Worker complying within the remit of our Service Agreement.

11. Insurance

a.       DCF hold Public Liability Insurance.  All workers introduced by DCF are covered in the first instance by the Customer’s own insurance and then as a contingency only by DCF’s insurance policy for any damage to the Customer under the proviso that any damage is caused by negligence of a Cleaner introduced by DCF.

b.       The policy does not cover possession or property theft. Any damage caused by negligence of a worker introduced by DCF carries an excess of £100. DCF cannot accept any liability for the first £100 of any claim. 

c.        Bleach spills are not covered on the DCF policy therefore please do not give your introduced worker bleach products unless the Customer is prepared to take responsibility for this type of loss or damage.

d.       DCF accepts no responsibility or liability for insurance cover unless the management fee has been paid, in advance without arrears. The DCF contingency insurance may be invalid should the Customer hold their own insurance to the extent that any loss or damage may only be recoverable from the Customer’s own insurance policy.

e.    Claims and Complaints

a.    It is the Customer’s responsibility to report any incident, damage, breakage or loss within 48 hours of its occurrence. Claims made after this period will be nullified.

b.       No claims will be considered if the Customer has an outstanding balance.

c. No claims will be considered if the Customer no longer pays the MMF

d.        It is the Customer’s responsibility to securely store any items of value, jewelry or cash.  DCF will not accept liability for any loss or damage and has a strict policy on dishonesty and theft. 

d.       It is recommended that all fragile and highly breakable objects, items of sentimental value or antiques are safely secured to protect them from accidental damage.

e.       If you have any cause for complaint, DCF administration team will work tirelessly on your behalf to rectify the problem and to meet with the satisfaction of the Customer. However, we operate a zero tolerance of abuse to our staff and will be unable to help in the event of harassment, offensive language, shouting or raised voices and insulting exchange from the Customer.

12. COVID-19 and Illness

a.   It is at the Customer’s discretion to let cleaners into their home, this is at the customers own risk, if their cleaner is carrying the coronavirus or any other illness deemed to be contagious, DCF cannot be held responsible. 

b. It is the Customer’s responsibility to report any suspicion of their worker having COVID-19 symptoms or any other contagious illness and to ask them to leave their home, DCF will not carry out medical tests. 

c. On arrival of the cleaner/worker, if the customer has any suspicion or uncertainty of their cleaner carrying the coronavirus or any other contagious illness it is their responsibility to refuse entry.

d. The Customer should not let a cleaner/worker into their home if they are shielding.

e. No claims will be considered if the Customer catches coronavirus or any other illness off a cleaner from DCF.

f.   DCF are not liable for spreading of any virus or illness between clients and their workers/cleaners.