1. Definitions
In these Terms and Conditions:
“Company”, “We”, “Us” refers to Roza’s Cleaning Service Ltd, registered in England and Wales.
“Client” refers to any individual or business that books cleaning services with the Company.
“Cleaner” refers to the individual or team assigned by the Company to carry out the Service.
“Service” refers to the cleaning services arranged by the Company.
“Booking” means a confirmed request for Services made by telephone, email or via the Website.
“Website” refers to www.magicclean.co.uk.
“Terms” refers to these Terms and Conditions.
If the context does not require otherwise, references to the singular include the plural and references to the masculine include the feminine and vice versa.
2. Contract
2.1 These Terms constitute a legally binding agreement between the Company and the Client.
2.2 All Services are arranged and managed by the Company and carried out by Cleaners assigned by the Company.
2.3 By making a Booking, the Client confirms that they have read, understood and accepted these Terms.
2.4 Where a Booking is made on behalf of a third party (landlord, agent, tenant or business), the Client remains responsible for compliance with these Terms.
3. Service Standard
3.1 The Company provides professional cleaning services on a best-efforts basis. Perfection is not guaranteed.
3.2 The Service is considered completed once the cleaning has been carried out in accordance with the agreed Booking and scope of work.
4. End of Tenancy Cleaning – 48-Hour Re-Clean Guarantee
4.1 The 48-hour re-clean guarantee applies to End of Tenancy cleaning services only, unless agreed otherwise in writing.
4.2 Missed areas reported within 48 hours may be addressed once, free of charge.
4.3 The guarantee applies to re-attendance only and does not constitute a refund guarantee.
4.4 The Company must be given reasonable opportunity to carry out the re-clean.
4.5 The guarantee does not apply where the property condition has changed after completion.
4.6 The property must remain vacant until the re-clean visit.
4.7 Access for Re-Clean
The Client must provide reasonable access to the property for the re-clean visit within the 48-hour guarantee period or within a reasonable time agreed with the Company.
4.8 Refusal of Access
If the Client refuses or fails to provide access for the re-clean visit, the 48-hour re-clean guarantee shall be deemed void.
4.9 Third-Party Cleaning
If the Client carries out additional cleaning themselves or instructs a third party to clean the property before the Company has had reasonable opportunity to re-attend, the re-clean guarantee shall be deemed void.
4.10 Specific Areas of Concern
Any complaint under the 48-hour re-clean guarantee must clearly identify the specific areas of concern.
4.11 Evidence
The Company may request photographic or video evidence before arranging a re-clean visit.
5. Scope of Work and Exclusions
5.1 The scope of work is limited to the Service described in the Booking confirmation.
5.2 The Company is not responsible for inaccessible or heavily cluttered areas.
5.3 Carpet cleaning is a separate service unless confirmed in the Booking.
5.4 Services Not Provided
Gardening services, lawn mowing, hedge trimming, garden maintenance, garden clearance and similar outdoor maintenance work.
The absence of these services cannot be considered a service failure.
5.5 Property Condition and Time-Based Bookings
If the property condition or size differs from the Booking description, the Company reserves the right to revise pricing or decline the Service.
5.6 External Window Cleaning
External window cleaning is not provided above first floor level and may be refused for safety reasons.
5.7 Estimated Duration
Any time estimates provided before the Service are for guidance only and do not constitute a guarantee that all tasks will be completed within a specific number of hours.
5.8 Surface Condition
Cleaning results depend on the condition, age and maintenance of surfaces, including normal wear and tear, deterioration and pre-existing damage.
5.9 End of Tenancy Cleaning – Property Preparatio
For End of Tenancy Cleaning services, the property must be fully vacated before the Company's arrival unless otherwise agreed in writing. All personal belongings, food, dishes, rubbish and other items must be removed from the property prior to the Service.
If the property is not sufficiently cleared and the Company is unable to carry out the Service as booked, the Company reserves the right to refuse, postpone or terminate the visit.
In such circumstances, a failed attendance fee of £100 shall be payable by the Client. This fee is separate from and in addition to any parking charges, travel costs, congestion charges, ULEZ charges and any other reasonable expenses incurred by the Company.
5.10 Cupboards, Drawers and Storage Areas
Cupboards, wardrobes, drawers, refrigerators, freezers and other storage areas must be emptied by the Client before internal cleaning can be carried out. The Company is not responsible for cleaning areas that contain personal belongings, food, dishes or other items.
5.11 Property Condition
All quotations and estimates are based on the information, photographs and descriptions provided by the Client.
If the actual condition, size or contents of the property differ significantly from the information provided at the time of Booking, the Company reserves the right to revise the price, extend the cleaning duration, limit the scope of the Service or refuse the Service.
6. Cleaning Materials and Equipment
6.1 For End of Tenancy cleaning, the Company provides materials and equipment.
6.2 For other services, the Client must provide suitable materials unless agreed otherwise.
6.3 Missing or faulty equipment may result in refusal or limitation of the Service.
7. Stain Removal and Carpets
7.1 Stain removal is provided on a best-efforts basis only.
7.2 Complete stain removal is not guaranteed.
7.3 Remaining stains do not constitute a service failure.
8. Health, Safety and Heavy Items
8.1 Heavy furniture and appliances are not moved.
8.2 Valuable or fragile items must be removed or disclosed in advance.
9. Cancellations and Rescheduling
9.1 Booking and administration fees are non-refundable.
9.2 Cancellations require at least 48 hours’ notice.
9.3 Late cancellations may be charged up to 100% of the Service price.
10. Access, Arrival Time and Parking
10.1 The Client must provide access, electricity and water.
10.2 Arrival times may vary due to operational reasons.
10.3 Parking and travel charges must be covered by the Client.
10.4 Inability to Carry Out the Service Due to Reasons Attributable to the Client
If the Service cannot be carried out, is delayed, cancelled, or is materially prevented due to reasons attributable to the Client after the Company's representative(s) have arrived at the Property, including but not limited to:
failure to provide access to the Property;
failure to provide electricity or running water;
failure to provide safe access to the areas to be cleaned;
missing, unsuitable, or defective equipment where the Client is responsible for providing such equipment;
inaccurate, incomplete, or misleading information regarding the Property, its condition, or the scope of the Service;
the Client refusing to allow the Service to proceed;
the Property not being prepared in accordance with the Company's instructions;
or any other reason beyond the reasonable control of the Company that is attributable to the Client,
the Company reserves the right to charge up to 100% of the total value of the booked Service. Where the Service has been paid for in advance, the amount paid shall be retained by the Company and shall be treated as a failed attendance fee. In addition, the Client shall remain liable for all parking charges, road tolls, ULEZ charges, Congestion Charges, and any other reasonable expenses incurred by the Company in connection with the attendance.
11. Keys and Access Arrangements
11.1 Keys and access details must be provided on time.
11.2 Delays caused by missing access are not the Company’s responsibility.
12. Bookings, Payments and Minimum Charge
12.1 Accurate Booking details are required.
12.2 Payment may be required before the Service takes place. The Company reserves the right to request full or partial payment in advance to secure and confirm a Booking. Any payment arrangements will be confirmed with the Client prior to the Service.
12.3 Minimum charge per visit is £90.
13. Photographic Evidence
13.1 Photographs may be taken for quality control.
13.2 Images are for internal use only.
14. Insurance
14.1 The Company holds public liability insurance.
14.2 Individual Cleaners hold their own insurance.
15. Complaints and Liability
15.1 End of Tenancy Cleaning Complaints
Complaints relating to End of Tenancy Cleaning must be reported within 48 hours of the service completion.
15.2 One-Off Cleaning Complaints
For one-off cleaning services, any concerns must be reported within 2 hours of the service completion, preferably while the Cleaner is still present at the property. Complaints reported after this time may not be accepted.
15.3 Regular Cleaning Complaints
For regular cleaning services, any concerns should be reported within 2 hours of the cleaning being completed, or as soon as reasonably possible on the same day.
15.4 Property Use After Cleaning
Complaints may not be accepted where the property has been used, altered or re-cleaned after the Service has been completed and before the Company has had reasonable opportunity to inspect the reported issue.
15.5 Payment Disputes
Clients are expected to contact the Company directly and allow the Company reasonable opportunity to review and resolve any issue before initiating a payment dispute or chargeback with a bank or payment provider.
Liability is limited to the price paid for the Service.
16. Force Majeure
The Company is not liable for events beyond its reasonable control.
17. General
17.1 These Terms prevail unless agreed otherwise in writing.
17.2 These Terms are governed by the laws of England and Wales.
