1. Definitions 

“The Company”- means Fine Shine Scotland Ltd  
“Cleaner” - means the person or firm carrying out cleaning services on behalf of the Company 

“Client” - means the person, firm or corporate body together with any subsidiary or associated company as defined by the Companies Act 1985 to whom the cleaning services are supplied by the Company 

“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 to carry out the Service. 

2. Contract 
2.1 These Terms and Conditions form part of a contract between Fine Shine Scotland Ltd and the Client. These are enforceable. We hold a no tolerance approach for our safety and yours. 

3. Payment  

3.1 The Client must make pay deposit on all cleans to secure services – 10% required to secure service is this completely nonrefundable. The remaining balance must be paid with 24 hours of cleaner leaving property and job being completed. Unless otherwise agreed a late fee payment will be added after 48 hours of nonpayment at the rate of 3% per day. If for any reason payment is not made Fine Shine will start proceedings in small claims court to recuperate the monies back making client fully liable for all expenses. 

3.2 Our price list will be evaluated as and when required adjusting costings as per the economic stress. Clients will not face an increase in their contract for a set 12-month period. Price increase with existing customers will be discussed prior to the increase happening and will be given a 2-month notice. All increases will be fair. 

4. Cleaning Materials 

4.1 Cleaning materials such as cloths and chemicals are provided by the Company. If the Client wants their own solutions or cloths used, they must be safe to use and for general cleaning purposes only. Prior to contract starting an initial consultation is given in which it is discussed and documented on preference on chemicals including scent/strength/areas of use – This consultation is shared with the client it is then the client's duty to ensure that is correct for their desired outcome. The consultation is shared with the company’s staff who attend clients. All data is stored safely and securely as per our data protection policy. 

4.2 Any equipment requiring an electric source (Hoover, Steam mop, Carpet cleaner) will only ever be the property of the company and will be PAT tested for safety of use. We are not permitted to use any clients electronic cleaning devices due to our health and safety policy. 

4.3 During our initial consultation we make note of materials at property that may require specialist chemical such as marble or stainless steel. We always ensure that these requirements are met and agreed on prior to cleaning. We are not liable for wear and tear of furniture.  

4.4 For Holiday lets only- We do provide for an additional charge of £5 per stay a cleaning basket for guests. We also offer a turn down service for long term resident guests during their stay which is payable by guest, this is not contracted but is available. 

5. Priority Lists 

5.1 If the Client has booked less cleaning time than recommended by the Company they must leave a list of priorities for the Cleaner – This will also be stated our recommendations on your consultation. This means that the Cleaner can tick off top to bottom the tasks they have been able to do within the allotted time. This also means that the Client's most important tasks are done first and foremost. Our cleaners also adhere to the companies own task list to increase maximum satisfaction. 

5.2 The Client should reassess the cleaning time and frequency regularly to ensure the Cleaner has enough time to complete all tasks required. The Client should contact the office if any further tasks require to be added onto their job description or if priorities change. Clients are welcome to add on off services such a deeper cleans or specialist cleans (Such as carpets) without being expected to be continued increased hours on a regular basis.  

5.3 For Commerical/Holiday let cleans the company has a set check list in accordance to your requirements and this will always be attainted to the highest standards in the time frame given, 

6. Refunds 

6.1 Refunds will be issued if the Client has cancelled a cleaning visit within the allowed time (24 hours) prior to the start of the cleaning session and a payment has been already received by the Company. All deposits are non-refundable. 

6.2 Refund will be issued if a Cleaner does not attend a cleaning visit, payment for which has been already received by the Company. 

6.3 In the unlikely event that the Client is dissatisfied with any aspect of the Clean carried out they are advised to notify the Company within 24 hours and allow the Company to rectify it. Company policy is to rectify any areas of cleaning that the Client is unhappy with. We do not accept liability or responsibility after 48 hours. If multiple attempts to contact the client is made and ignored legal action will be taken to recoperate the monies lost. 

6.4 We offer a guaranteed satisfaction before full payment – which allow the client time to view clean and make any comments. Payments are still expected on time. We do not issue any refunds after 48 hours of a clean. 

7. Cancellation of Cleaning Services 

7.1  The 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 Cleaner cannot let themselves in. If keys are provided, they must open all locks without any special efforts or skills – this includes any change of codes without informing the cleaner. 

7.2 If the Client needs to change a cleaning day or time the Company will do its best to accommodate them. A minimum of 24 hours’ 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. 

7.3 The Company’s cleaning operatives work on any day of the week including Bank Holidays. If the Client does not require cleaning on such dates, then 24 hours' notice is required. 

8. Termination 

8.1 The Client may terminate this contract by giving 7 days prior notice by telephone or email. 

8.2 The Client will incur a cancellation fee equivalent to one regular clean if: 1) No notice is given; 2) The Client provides a termination of notice less than 7 days. In any event the Client should give as much notice as possible as this gives the Company time to arrange alternative work for the Cleaner. 

8.3 The company reserves the right issue a termination notice to the clients should any of our terms and conditions be broken. We will issue a 28-day written notice with the reasons of termination. Should the client refuse our service for the 28 days our standard 7-day notice will apply as stated above. 

9. Claims  

9.1 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. 

9.2 The Client should report any problems within 24 hours which will enable the Company the opportunity to rectify. The Company may require entry to the location within 24 hours to rectify. While the Cleaners 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 sentimental valuable) be stored away and/or nor cleaned by the cleaning operatives. We accept no liable for these items.  

9.3 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 Client with the item’s present actual cash value toward a like replacement. 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. Fixtures and fittings are also assumed to be sturdy, stable and suitable for cleaning. 

9.4 Clients are advised that the Company will pass on information to the relevant bodies in the unlikely event that any insurance fraud is suspected. 

9.5 As per our health and safety all our cleaning operatives wear cameras and GPS locator and as such will always be filming every aspect of the clean on property so that any claims can be evidenced effectively. All videos are stored safely as per our data protection policy. 

10. Complaints 

10.1 All complaints are taken seriously. If the Client is not happy with any aspect of the service, they should inform the Company as soon as possible and give the Company the chance to rectify. The Client's custom is highly important, and the Company strives to provide the best possible ongoing service. 

10.2 If the Client is unpleased with a currently occurring service, the Company asks that the Client notifies the office as soon as soon as possible. Please do not wait until the service is ending. The Company will make every effort to provide the best possible cleaning service to the Client including reallocation to another cleaner. 

10.3 The client is highly valued to the company, and we will always aim to resolve any issues within 24 hours. 

11. Liability 

11.1 The Company endeavours to be right on time on any visit but sometimes due to transport related and other problems which are beyond the Company’s control, the Company operatives may arrive with a delay, or the cleaning visit may be re-scheduled. 

11.2 The Company shall not be held liable for – 1. A cleaning job not complete due to the lack of hot water or electricity 2. The Cleaning process being prevented due to a Third party entering or present at the Client’s premises during the cleaning process, 3. Any existing damage to Clients property in the form of old stains/burns/spillages etc. which cannot be cleaned/removed completely by the cleaning operative, 4. A cleaning job not completed due to non-disclosure of true condition at time of booking or significant change from initial consultation. 

12. Supplementary Terms 

12.1 If the Client requests keys to be collected by the Company’s operatives from a third party’s address, then a £5.00 charge will apply. The charge will cover only the pick-up of keys. If said keys need to be returned to the third party’s address or any other address additional charge of £5.00 will apply. The keys must be located locally. 

12.2 The Company reserves the right to re-evaluate rates at any time should the clients initial list of tasks change. 

12.3 The Company reserves the right to amend the initial quotation, should the Client’s original requirements change. 

12.4 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. 

12.5 The price quoted may vary according to condition of property and room sizes etc. 

12.6 The Company shall endeavour to arrange a replacement Cleaner if their regular Cleaner cannot attend a scheduled visit. 

12.7 The Company does not carry out cleans without a valid consultation to ensure both the company and client are safe. 

12.8 The Cleaners are not allowed to hand wash any items of clothing belonging to the Client. The Company advises that Cleaners can only use a washing machine for such tasks (With prior instruction and permissions) 

12.9 All fragile and highly breakable items must be secured or removed by the Client prior to cleaning. 

12.10 All linen services are provided and booked prior to the day, if you wish to add linen services you will be required to give 24-hour notice. An additional linen charge is payable (£10.50 per 10kg load, dry and iron) 

12.11 Social Media posts regarding the company must be factful and representative of the truth. We welcome honest reviews, but we will not accept the company being subjected to slanderous remarks and will take swift legal action to those who engage in any actions deemed harmful to the company. 

12.12 We refuse the right for any staff images to be used for any purposes. 

12.13 Our Clients and our staff safety is paramount, and we will not tolerate any abusive or intimating behaviours. We will take swift action against those who break this. All staff are equipped with a safety button which alerts all emergency services when pressed. 

13. 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 a guarantee. If the Client is not satisfied with any areas that have been cleaned, the Cleaner will come back to the Client’s home and re-clean those areas free of charge within the allotted time. Please note that this guarantee will not apply if the condition of the property prior to cleaning was not as described.