large 2

Terms & Conditions

Our Team

  1. Definitions


  • In these Terms of Business the following definitions apply:



“Cleaner” - means the person or sub-contractor carrying out cleaning services on behalf of the Company.

“Client” - means the person, to whom the cleaning services are provided to.

“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.


  1. Contract

2.1 These Terms of Business represent a contract between MRS MARIGOLD CLEANING SERVICES and the Client.

2.2 The Client agrees that any use of the Company’s services, including placing an order for services by telephone, social media, email, website forms shall constitute the Client’s acceptance of these Terms of Business.

2.3 Unless otherwise agreed in writing by Elizabeth & Tony Ives of the Company, these Terms and Conditions shall prevail over any other terms of business or purchase conditions put forward by the Client.

2.4 No variation or alteration of these Terms of business shall be valid unless approved in writing by Tony & Elizabeth Ives of the Company.


  1. Cost

3.1. Weekly cleaning £12.50 per hour, there is a minimum of 2 hours per cleaning visit. Fortnightly cleaning £15.00 per hour, there is a minimum of 2 hours per cleaning visit.

3.2. One off cleanings and other services are charged according to the current price list available on our website or confirmed and agreed prior the cleaning.


  1. VAT

4.1. We are not VAT registered, as a result there is no VAT charged.


  1. Equipment

5.1. Cleaning materials (detergents, solutions, towels, cloths, gloves) and equipment (vacuum cleaner, iron, ironing board, mop, brush and broom etc.) is provided by the Company.


5.2. If the Client requests the use of his/hers equipment, and if the equipment is complicated to operate, the Client must provide clear and detailed instructions to the Cleaner.

5.3. If a specific and detailed list of cleaning specifications (cleaning tasks) is required, then it must be provided by the Client to the cleaning operatives prior to service commencing. If only verbal description of the tasks has been provided, the Company shall not be responsible for any tasks not carried out.


  1. Payment

6.1 Payment is due up to 7 days after our invoice has been received in the form of cash a bank transfer/standing order or a major credit/debit card (UK only) payment. We reserve the right to cancel services without notice due to declined credit card transactions or non-cleared funds.

6.2 The Client agrees to and understands that paying the by debit/credit card will incur a 3% card processing charge.

6.3 The Company reserves the right to charge interest on invoiced amounts unpaid for more than 30 days at the rate of 8.5% per annum above the Bank of England base rate from the due date until the date of actual payment and a flat rate £50 admin fee.

6.4 If the Company is forced to refer the Client’s account for collection to a third party then extra costs will be added to the outstanding amount by the debt collecting company.

6.5 Any bank charges incurred due to a Client’s cheque being returned unpaid will be passed to the Client at a flat rate of £50.00 per cheque.


  1. Cancellation

7.1. There is a £20.00 late cancellation/lock-out fee for cancelling or rescheduling a visit with less than 24 hour notice for all Clients. The same fee applies if the cleaning operatives are unable to gain access to the Client’s home, through no fault of the Company.

7.2. The contracted Client agrees to pay the full price of the cleaning visit, if: a) The Client cancels or changes the date/time less than 24 hours prior to the scheduled appointment; b) The Client fails to provide access to the service premises thus preventing the Company to carry out the booked work; c) There is a problem with the Client's keys and the cleaning operatives cannot let themselves in. If keys are provided they must open all locks without any special efforts or skills.

7.3. If the Client needs to change a cleaning day or time the Company will do its best to accommodate him. A minimum 24 notice is required. Please note that the Company cannot guarantee that the same operative will be available on the new day and at the time the Client requires. Any changes in the cleaning schedule are subject to availability.

7.4. The Company’s cleaning operatives work on any day of the week including Bank Holidays. If the Client’s cleaning visit is due on a Bank Holiday and he hasn't called, messaged or e-mailed the Company to cancel the visit 24 hours prior to the start of the cleaning session, the Client agrees to and understands that the regular amount due for that cleaning visit will be charged regardless of whether the cleaning operative has cleaned the Client’s property or not.


  1. Termination of Contract

8.1. The Client may terminate the cleaning contract by giving 30 days prior notice. The Client agrees to have least 2 cleaning visits carried out during the 30 day notice period.

8.2. The Client agrees to pay a cancellation fee of £30.00 if: 1) No notice is given; 2) The Client provides a termination notice and requires less than 2 cleaning visits.


  1. Employment Referral Fee

9.1. The Client is liable for an employment referral fee of £1000.00 per person, should he 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 the 1 year period prior to such employment. The Client agrees to pay this fee whether he notifies the Company of his action or the Company discovers this employment independently at any time after it occurs. The Client further agrees to reimburse the Company for any and all collection or legal fees the Company incurs in collecting this fee.


  1. Claims

10.1. The Company’s public liability insurance will cover damages caused by a cleaning operative working on behalf of the Company up to £1,000,000.00.

10.2. The Client agrees that due to the nature of the service the Company guarantees only to correct any problems reported within 24 hours. If a problem occurs on a Saturday it must be reported by Monday 12:00 in order to be accepted as a valid claim. Failure to do so will entitle the Client to nothing. The Company may require entry to the location of the claim within 24 hours to correct the problem. Any refunds or adjustments must be requested to the Company directly and subject to approval by the Company.

10.3. The Client waives his right to stop payment on his cheque or protest a credit/debit card charge unless the Company fails to make good on the guarantee shown in part 13.

10.4. 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 and /or not cleaned by the cleaning operatives.

10.5. In case of damage, The Company will 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.

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

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

10.8. 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.

10.9. Key replacement/locksmith fees are paid only if keys are lost by our operatives. There is a £30 per location liability limit.


  1. Complaints

11.1. All complaints must be received in writing by letter, text message or email.

11.2. If the Client is unpleased with a currently occurring service, the Company asks that the Client notifies it as soon as he notices anything that might be to his/her dislike by calling 02392 365132. Please do not wait until the service is ending.


  1. Supplementary Terms

12.1. The Company, reserves the right to revaluate rates at any time should the Client’s initial list of tasks changes.

12.2. If any estimates of how long it will take the cleaning operatives to complete the job are being provided those are only estimates based on the average time it takes to clean a home or an office of similar size to the Client's, it being difficult to calculate precisely how long such tasks may take and that a degree of flexibility may be required. Please note that one off cleans may take longer to complete due to longer intervals between cleaning sessions, number and type of cleaning tasks required, when compared to the regular maintenance cleaning of the same property.

12.3. The Company shall arrange an immediate replacement should an operative cannot attend a scheduled visit, and will inform the Client prior to the visit.

12.4. All fragile and highly breakable items must be secured or removed.

12.5 The Company reserves the right to make any changes to any part of these Terms and Conditions without giving any prior notice. The Company may add to or alter these Terms and Conditions from time to time and any alterations or additions will apply to new business but not to existing contracts. Please refer to your copy of these Terms and Conditions.


  1. Our Guarantee

13.1 The Company has built its business and reputation by providing its 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 and re-clean those areas free of charge.


Mrs Marigold Cleaning Services