TERMS AND CONDITIONS

 

 

These conditions explain the rights, obligations, and responsibilities of both We Move and Clean and the Customer in relation to services provided by We Move and Clean, unless otherwise agreed in writing between the Contractor and the Customer.

 

 

 

 

  1. INTERPRETATION

Any reference in these conditions to “we” or “us” is a reference to the Contractor.

Any reference in these conditions to “you” is a reference to the Customer.

 

 

  1. BOOKING CONFIRMATION

Your booking is confirmed when we have received a deposit (50%).

To guarantee our availability we strongly advise our Customers to transfer deposit on the same day when the quotation was sent. If it is not possible, contact us to check our availability. Failure to do so may result in your booking not having been accepted and deposit refunded immediately.

For any next day booking (Cleaning Services) the deposit must be transferred by 8.30 am the previous day.

 

 

  1. PAYMENT

The remaining payment (50%):

  1. The Customer must make the remaining payment either by cash or credit/debit card before the Contractor leaves the Customer’s premises
  2. In respect of all sums which are overdue to us we will charge interest on a daily basis calculated at 4% per annum above the prevailing base rate for the time being of the Bank of England
  3. The Customer shall not be entitled to withhold any part of the agreed price on the ground that he has a claim against the Contractor arising out of this or any other contract (any claims will be dealt with once the final bill has been settled)
  4. We reserve the right to debit the Customer’s account automatically if the Customer avoids contact or fails to pay the outstanding amount

 

 

  1. CANCELLATION

If you cancel this agreement, we reserve the right not to refund the deposit according to how much notice is given:

  1. More than 21 calendar days – deposit refundable in full (£10 or 2% handling charge)
  2. Less than 21 calendar days – deposit non-refundable

 

 

  1. POSTPONEMENT

If you postpone this agreement we will do our best to accommodate your requirements depending on our availability. In case we are not able to reschedule the service for another date due to lack of availability, we reserve the right not to refund the deposit according to how much notice is given

  1. More than 14 calendar days – deposit refundable in full (£10 or 2% handling charge)
  2. Less than 14 calendar days – deposit non-refundable

 

 

  1. PARKING CHARGE

The Customer is responsible for parking or other fees or charges that we have to incur and pay in order to carry out the services you require.

 

 

  1. QUOTATION

1. The Company reserves the right to amend the initial quotation, should the Customer’s original requirements change or due to incomplete or incorrect initial information. Differences in the price will be added to the initial quotation.

 

 

  1. REMOVALS

8.1. QUOTATION

The Quote unless otherwise stated the quote is a fixed price and does not include materials, storage, customs duties and inspections or any other fees whatsoever. In the event of a quote being given as an hourly rate, fees are charged starting arrival at the collection address and ending when we complete unloading.

We may either increase the price if any of the following has not been taken into account when preparing our quotation and confirmed by us in writing:

  1. We have to collect or deliver goods to floors higher than those agreed, in writing, at the time of booking
  2. We provide additional services, including moving extra goods
  3. Inadequate access preventing free movement of the goods without mechanical equipment or structural alteration, or the approach, road or drive prevents our vehicles and/or containers to load and/or unload within 20 metres of the doorway, meaning that we have to do extra work
  4. There is delay in accessing the delivery property meaning we cannot start unloading your goods by 5.00 pm on the scheduled day of your move unless agreed in writing
  5. There are delays or events outside our reasonable control which increase or extend the resources or time allowed to complete the agreed work
  6. The Company provides quotes based on the information submitted by the Customer (Self Survey).
  7. The charge for any additional workload that follows incorrect or incomplete information provided by the Customer will be added to the final bill.
  8. The quote includes limitations in terms of the maximum volume of goods the Company will move (for example, 600 cu ft, 1200 cu ft etc.) and this figure is calculated from the information provided by the Customer via the Self Survey. If the Customer does not want us to proceed with the possible, additional load, he must let us know about it in writing before we arrive on the day.

 

8.2. WORK EXCLUDED FROM THE QUOTE

Unless agreed by us in writing and charged appropriately we will not:

  1. Dismantle or assemble any furniture or fittings
  2. Disconnect or reconnect appliances, fixtures, fittings or electrical equipment
  3. Dismantle or assemble garden furniture and equipment including, but not limited to: sheds, greenhouses, garden shelters outdoor play equipment, and satellite dishes, or move paving slabs, planters etc.
  4. Take up or lay fitted floor coverings
  5. Move storage heaters (unless previously dismantled)
  6. Move items from a loft (unless well illuminated with safe access via a staircase)
  7. Move plants unless agreed in advance
  8. The packing and/or unpacking of goods before and after a removal

The Contractor may be willing to carry out any or all of the services above for an additional agreed price.

 

8.3. OUR RESPONSIBILITY

  1. It is our responsibility to deliver your goods to you undamaged. By “undamaged” We mean in the same condition as they were in at the time when they were packed or otherwise made ready for transportation
  2. In the event that we have undertaken to pack the goods it is our responsibility to deliver them to you undamaged. By “undamaged” We mean in the same condition as they were in immediately prior to being packed/made ready for transportation
  3. It is our responsibility to place the goods where the Customer specifies

 

 

8.4. YOUR RESPONSIBILITY

It will be your own responsibility (and, where relevant, expense) to:

  1. Declare to us valuations of all goods being removed
  2. Insure the goods submitted for removal against all insurable risks
  3. Obtain all paperwork (licences, permits, etc.) necessary for the removal to be completed
  4. To be present or represented throughout the whole removal
  5. Take all reasonable steps to ensure that nothing is left behind or taken away in error
  6. Arrange protection for goods left in unattended premises or where other people not bound by these terms and conditions will be present
  7. Prepare, pack and stabilise all electric equipment prior to its removal
  8. Empty, defrost completely and clean refrigerators and freezers. We are not responsible for the contents
  9. Ensure that all domestic and garden appliances, including but not limited to washing machines, dish washers, hose pipes and petrol lawn mowers are clean and dry and have no residual fluid left in them
  10. Provide us with a correct and up-to-date correspondence address
  11. It is Customer’s responsibility to dismantle any furniture that has not been included in the quote. It must be done prior to the Company’s arrival. If the Company has to dismantle any pieces of furniture that were not included in the quote, they will do it straight away and add additional fee will be added to the final bill

Other than by reason of our own negligence, we will not be held liable for costs that may arise from any of the above

 

8.5. EXCLUDED PROPERTY

The following items are excluded from this contract:

  1. Jewellery, watches, trinkets, precious stones or metals, money, deeds, securities, stamps, coins or goods or collections of any similar kind
  2. Items which have potential to damage, explode or are dangerous including gas bottles, aerosols, paints, firearms and ammunition
  3. Prohibited or stolen goods
  4. Controlled drugs
  5. Foodstuffs or liquids
  6. Any pets or animals (including reptiles, fish and birds) whether in cage, tank or animal carrier

 

8.6. OUR LIABILITY FOR LOSS OR DAMAGE

1. In the event of our losing or damaging your goods we will pay for the reasonable costs (up to a maximum sum of £40.00 for each item) of the repair or replacement (less wear and tear) of the item if we have been negligent.

2. In the event of a total or partial loss or damage to your goods, we will not be liable for the following:

    1. “new for old” replacement value for lost or damaged goods
    2. any loss or damage which is not caused by us
    3. any unforeseeable additional costs you might incur as a result of loss of a particular item

3. The final bill must be settled before we deal with any claims damages.

 

8.7. EXCLUSIONS OF LIABILITY

Other than as a result of our negligence or breach of contract we will not be liable for any loss or damage to produce the goods if caused by any of the following circumstances:

  1. Normal wear and tear, natural or gradual deterioration, leakage or evaporation or from perishable or unstable goods. This includes goods left within furniture or appliances
  2. For any goods in wardrobes, drawers or appliances, or in a package, bundle, carton, case or other container not both packed and unpacked by us
  3. We protect our Customer’s belongings using our protective covers. If a Customer wants us to move an item which he had not made us aware of at the quoting stage and the item got damaged, we cannot be held liable because we did not have a proper protective cover to move it safely (which resulted from inaccurate information given by the Customer).
  4. For electrical or mechanical derangement to any appliance, instrument, clock, computer or other equipment unless there is evidence of related external damage
  5. For any goods which have a pre-existing defect or are inherently defective
  6. For animals and their cages or tanks including pets, birds or fish
  7. For perishable items and/or those requiring a controlled environment
  8. For plants

 

8.8. DAMAGE TO PROPERTY OTHER THAN THE GOODS

  1. For property other than those goods submitted for removal we will only be liable for damage where it can be proven that we have been negligent or acted without reasonable care and skill
  2. If it is the case that we advise against moving certain goods as it will inevitably cause damage but you give us your express instruction to move said goods and damage is caused, we shall not accept that we were negligent or acted without reasonable care and skill
  3. We protect Customer’s carpet by wearing overshoes. If the Customer walks on his carpets while wearing shoes, this invalidates any claims for making the carpets filthy.

 

8.9. TIME FOR CLAIMS

Any damages to your goods and premises must be brought to our attention on the delivery day and confirmed in writing to us within 7 days unless you request a reasonable extension which must be agreed in writing.

 

8.10. DRIVEWAYS

If you are in any way concerned that your driveway is unable to take the weight of our vehicles please advise us accordingly, particularly about drain covers under gravel driveways. When you give permission for us to drive onto your driveway, it is on the understanding that this is at your own risk. Failure to advise or notify us of any potential weaknesses will absolve us from any claims for compensation resulting from damage to said driveway.

 

8.11. ROUTE AND METHOD

  1. We have the right to choose the route for delivery
  2. Unless it has been specifically agreed in writing on our quotation, other space/volume/capacity on our vehicles and/or the container may be utilised for consignments of other customer’s goods

 

8.12. PACKING SERVICE & PACKING BOXES

Unless specified otherwise in writing, we collect a refundable deposit of £2 per box. The deposit will be refunded to the Customer’s account once the boxes have been returned in good condition

 

8.13. FURNITURE DISMANTLING

  1. The information what furniture will be taken apart by the Company is covered in the Removals Quote
  2. If Customer decides to dismantle some of the furniture himself, the dismantling must be done prior to our arrival on the moving day (failure to do so will result in the Company dismantantling those items)
  3. If the Company has to dismantle some pieces of furniture that has not been discussed before, we charge  a minimum of £59 for dismantling and a minimum of £59 for reassembling of a single item.

8.14. Delays

  1. Unless specified otherwise in writing, the quote is based on the assumption there are no interruptions or time restrictions affecting our work. In case we are unable to continue work due to reasons beyond our control, we charge £19 per hour per Team member present on the day.

 

9. END OF TENANCY (& PRE-TENANCY CLEANING)

 

                9.1. WORK EXCLUDED FROM THE QUOTE

 

The standard End of Tenancy cleaning does not include:

  1. carpet and upholstery steam cleaning
  2. cleaning walls/ceilings
  3. cleaning windows from the outside (is provided only where it is possible without using additional equipment)
  4. cleaning vertical blinds
  5. cleaning blinds (the blinds are wiped down only without dismantling for cleaning purposes)
  6. stripping and polishing floors
  7. washing up dishes
  8. taking more than 5 items out of cupboards and then putting them back in
  9. dusting books
  10. cleaning balconies / terraces
  11. cleaning patios & gardens

All of the above mentioned services, excluding walls and ceiling cleaning are available at an extra charge. However, if the Customer insists on cleaning of walls and ceilings then there will be an extra charge and the Contractor cannot be held responsible for any unsuccessful results or any damage caused to the paintwork.

 

9.2. YOUR RESPONSIBILITY

  1. The fridge has to be defrosted by the time the operatives arrive
  2. The Customer is responsible for collecting and disposing of any rubbish left at the property. We may charge extra if the Contractor operatives have to clear the property prior the cleaning
  3. All fragile and highly breakable items must be secured or removed
  4. The Customer shall ensure that all valuables are stored away when work is carried out and that the property is supervised by the Customer or his representative at all times during the course of the work
  5. In order to commence work the property must be vacated
  6. The Customer must make the Operatves atending the site aware of any areas requiring special cleaning products (i.e., marble, travertne, granite, etc.)
  7. The Customer must provide hot running water, electricity and sufficient light at the premises where the service takes place
  8. It is Customer’s responsibility to meet our team on site and discuss any aspects of the job he is concerned about. We are unable to make any calls to Customers during work since it delays our work.

 

                9.3. QUOTATION

  1. Cleaning is charged per hour taking into account the current conditon, number of rooms, bathrooms, WCs, shower rooms and en-suite
  2. We do not charge per job or per cleaner and the number of operatves atending your property may vary
  3. The Contractor uses natonal average room sizes when calculatng quotatons over the phone. All quotatons are given by
    the Contractor following a request by the Customer and shall remain open to acceptance for a period of 28 days from their date
  4. The Contractor reserves the right to amend the inital quotaton, should the Customer’s original requirements change
  5. Unless clearly expressed in writing in advance, we reserve the right to charge the Customer extra until the property has been fully cleaned.

 

9.4. WINDOW CLEANING

Windows are cleaned on the inside only (outside only where it is possible without using additional equipment) and based on height. We don’t supply ladders and strongly discourage the practice of using ladders or standing on chairs in the interest of health and safety. Any provision, or attempt to provide ladder, chairs, buckets, or any item which will be used to elevate or increasing the height or reach of cleaners is strictly prohibited.

 

9.5. OVEN CLEANING

1. Oven (hob and extractor fan) is a separate service and is excluded from our End of Tenancy and Pre-Tenancy Cleaning.

2. There are limitations as to what results can be achieved in terms of the oven cleanliness and the end result will primarly depend on how the oven has been maintained so far.

 

9.6. EQUIPMENT

The Contractor shall provide all cleaning supplies and cleaning equipment necessary to carry out the service.

 

9.7. CLAIMS / RE-CLEANING

  1. The Customer agrees to allow the Contractor back to re-clean any disputed areas/items before making any attempts to clean those areas/items himself or arranging a third party to carry out cleaning or repair services with regards to the above. Failure to do so will void our Company Guarantee and we will consider the matter fully settled. If payment has not been received in full or has been stopped by the Customer we will immediately refer the account for collection,
  2. The Contractor may require entry to the location of the claim within 24 hours to correct the problem,
  3. The Customer agrees to inspect the work immediately after its completion and to draw the operatives’ attention to any outstanding cleaning issues while they are still on site. The operatives will carry out any such additional work to the Customer’s complete satisfaction,
  4. If the Customer or any third party instructed by the Customer is not present at the time of completion of the service then no claims regarding any cleaning issues can be made,
  5. While the Contractor operatives make every effort not to break items, accidents do happen. Identical replacement is always attempted but not guaranteed. For this specific reason, the Contractor requests all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and /or not cleaned by the cleaning operatives,
  6. In case of damage, The Contractor will repair the item at his cost. If the item cannot be repaired the Contractor will rectify the problem by crediting the customer with the item’s present actual cash value toward a like replacement from a Contractor’s source upon payment of cleaning services rendered,
  7. The Contractor shall not be responsible for damage due to faulty and/or improper installaton of any item.
  8. All surfaces (i.e., marble, travertne, granite, etc.) are assumed sealed and ready to clean without causing harm, It is Customer’s responsibility to make us aware via email of any areas requiring special methods of cleaning before the work commences.
  9. The final bill must be paid in full before the Company settles any claims or re-cleans specified areas.

 

9.8. TIME FOR CLAIMS

The Customer agrees that due to the nature of the service the Company Guarantee only to correct any problems reported within 24 hours of the completion of the service. 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 Customer to nothing.

 

9.9. OUR LIABILITY

The Contractor 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:

  1. Its failure to carry out its services as a result of factors that are beyond its control. Factors beyond its control include acts of floods, severe weather conditions, and inability to gain access to premises, lack of appropriate resources, such as water, electricity, and lighting
  2. Late arrival of Contractor operatives at the service address. The Contractor endeavours to be right on time on any visit but sometimes due to transport related and other problems which are beyond the Contractor’s control, the Contractor operatives may arrive with a delay or the cleaning visit may be re-scheduled
  3. An existing damage to Customer property in the form of old stains/burns/spillages etc. which cannot be cleaned/removed completely by the cleaning operative using the industry standard cleaning method
  4. Non satisfactory result from the service due to the Customer or third party walking on wet floors or using appliances during or shortly after the cleaning process
  5. The Contractor shall not be liable for any odours arising during and/or after cleaning when this is due to factors such as, lack of ventilation, and/or appropriate heating
  6. A cleaning job not complete due to the lack of hot water or electricity 2. 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.
  7. Our accidental damage insurance is subject to an excess of £250 and excludes damage caused by the use of abrasive products or the use and spillage of bleach. We do not provide cover for accidental damage for the first £250 of any loss. Please make your own insurance arrangements for the excess.

 

9.10. OUR GUARANTEE

If the Customer is not satisfied with the cleaning standard of certain areas after the cleaning, the Contractor’s operatives will come back to the Customer’s home and re-clean those areas free of charge. Our guarantee is subject to a complaints notice no later than 24 hours after the completion of the service.

 

9.11. INSURANCE

The Contractor shall insure all work it undertakes. The Contractors public liability insurance covers damages caused by a cleaning operative working on behalf of the Contractor.

 

 

  1. CARPET CLEANING

10.1. QUOTATION

We ask you to provide us with accurate details, about the carpeted area, e.g. size of rooms, overall condition of the carpets and upholstery, age and any particular staining as well as to specify the type of cleaning you would prefer ie: dry or steam cleaning if you have a preference when contacting us.

 

10.2. YOUR RESPONSIBILITY

  1. When it is needed we can move pieces of upholstery, e.g. cushions, to do upholstery cleaning. However it is the responsibility of the Customer to allow time for drying out before arranging them back to where they belong
  2. When cleaning rugs and carpets, it is the responsibility of the Customer then to allow time enough for drying out after the cleaning has been done
  3. All fragile and breakable items placed on the floor must be secured or removed from the rooms. Certain items are excluded from liability. These include antiques, artwork, items of sentimental value, jewellery, and cash
  4. If keys are provided they must open the lock at the property/premises without any special efforts or skills

 

10.3. OUR LIABILITY

The Contractor 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:

  1. Its failure to carry out its services as a result of factors that are beyond its control. Factors beyond its control include acts of floods, severe weather conditions, and inability to gain access to premises, lack of appropriate resources, such as water, electricity, and lighting
  2. Late arrival of the Contractor operatives at the service address. The Contractor endeavours to be right on time on any visit but sometimes due to transport related and other problems which are beyond the Contractor’s control. The Contractor operatives may arrive with a delay or the cleaning visit may be re-scheduled
  3. The Contractor shall not be liable for any odours arising during and/or after cleaning when this is due to factors such as, lack of ventilation, and/or appropriate heating
  4. Please note we will not be held liable for work not completed or not completed to a good standard if other people are present in the property when our carpet cleaners are carrying out the job

 

10.4. STAINS

  1. The Contractor will inspect the carpet, upholstery and stains before the service commences
  2. The Contractor cannot be held responsible for:
    – wear ,sun damage or discolouring of fabric becoming more visible once dirt has been removed
  3. Stains derived from bleaching agents, acids and permanent dyes may be permanent and cannot be removed with any treatment. The Contractor does not guarantee stain removal..
    The Contractor cannot be responsible for any pre-existing condition that is not apparent upon visual inspection of the premises

 

10.5. CLAIMS

The Customer agrees to allow the Contractor back to re-clean any disputed areas/items before making any attempts to clean those areas/items himself or arranging a third party to carry out cleaning or repair services with regards to the above. Failure to do so will void our Company Guarantee and we will consider the matter fully settled. If payment has not been received in full or has been stopped by the Customer we will immediately refer the account for collection.

 

10.6. TIME FOR CLAIMS

The Customer agrees that due to the nature of the service the Company Guarantee only to correct any problems reported within 24 hours of the completion of the service. 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 Customer to nothing.

 

10.7. EQUIPMENT

We supply all cleaning materials and high powered professional equipment required for the carpet cleaning.

 

 

  1. CLEARANCE

11.1. QUOTATION

  1. Where we are able to provide a quote for our services without first needing to inspect the location where our services are to be provided then a contract shall be created between us on your acceptance of our quote, whether by telephone or email or otherwise. We reserve the right to vary our quoted price if at the time of collection the information you provided to us at the time of quotation was incomplete or inaccurate
  2. Where we need to visit the location where our services are to be provided in order to quote there shall be no contract between us, until we have inspected the location to provide a quotation. Any prior price indication shall be an estimate only, and not binding on us
  3. Our quotes include disposal charges which all licensed Waste Carriers have to incur

 

 

11.2. OUR LIABILITY

If we are unable to remove any items from the premises as, for example, they are too large to fit through the doorways, then:

  1. If we agree, in our discretion, to try and dismantle the item e.g. remove legs from tables, in order to try and get the item to fit through the doorway, if we are still unable to remove the item from the premises, then we shall not be responsible to reassemble such item and
  2. If you wish us to appoint a third party company to assist then you shall be responsible for such third party’s costs

 

11.3. YOUR RESPONSIBILITY

You shall provide to us, our employees, agents and subcontractors, with free and safe access to the premises where the rubbish is to be removed. You shall also notify us of any special circumstances which may be relevant to our quotation, including not limited to if the rubbish is difficult to get to, if any items are large or heavy, or if there is likely to be a dispute as to whether the rubbish can be cleared, or if we are unable to park free of charge outside the premises where the rubbish is to be collected from. If you do not, or you provide us with incomplete or inaccurate information or instructions, we may cancel a collection, either on attendance at site or by giving you notice, or we may make an additional charge of a reasonable sum to cover any extra work or costs that are required.

 

 

  1. DELAYS
  2. We will use all reasonable endeavours to perform the work within or at the agreed time
  3. We will, however, not be liable for any loss or damage, whether direct or indirect, or of a consequential nature resulting from its failure to perform the work within the agreed time
  4. If we are is delayed in completing the work as a result of circumstances beyond our control, you agree to grant an extension of time for the work to be completed and further agree to pay any additional charges emanating from the provision of additional resources

 

  1. COMPLAINTS HANDLING PROCEDURE

You can make your complaint:

  1. by email: info@WeMoveAndClean.co.uk
  2. in writing: 24 Birdcombe Rd, Swindon, SN5 7BL

 

There is a two-stage complaints procedure. Your complaint will always be dealt with quickly but if it is clear that the matter will need a detailed investigation, you’ll be informed and kept updated on the progress:

 

  1. Stage 1: Investigation and Resolution

In most cases after thorough investigation your complaint will be dealt with within 5 working days. If you are dissatisfied with the response we will proceed to Stage 2

 

  1. Stage 2: Buy with Confidence Scheme

The Contractor as a part of ‘Buy with Confidence’ Scheme offers possibility to adjudicate the disagreement via a 3 rd party (Swindon Borough Council)

 

They can be contacted:

in person: Wat Tyler House, Beckhampton Street, Swindon SN1 2JG

by phone: 01793 445500

by email: customerservices@swindon.gov.uk

in writing: Wat Tyler House, Beckhampton Street, Swindon SN1 2JG

 

  1. OWNERSHIP

You declare, upon acceptance of this contract, that:

  1. You own the property and all goods to be moved, cleaned or disposed of belong to you
  2. You have been given the authority to make this contract by the person(s) who own the property and all goods to be moved, cleaned or disposed of and that they have been made aware of these conditions. You will meet any claims for damages and / or costs against us if these statements are not true

 

  1. WHOLE AGREEMENT

These Terms and Conditions together with our quotation are intended to form the whole agreement between us and to prevail over any verbal discussions. Should we mutually agree to any variation of these terms such variation should be confirmed in writing.

 

  1. APPLICABLE LAW

This contract is subject to the Law and Jurisdiction of England.