These terms and conditions constitute the complete service agreement (the “Agreement”) between you (the “Customer”) and My Team Cleaning.

Use of our services constitutes your acceptance of our Customer Service Agreement. Should you require any further information about our customer service agreement, please make your submission to us in writing to the e-mail: info@myteamcleaning.com, and we will endeavour to respond to your enquiry within 2 business days.

1. CLEANING SERVICES​​​​

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A. Subject to the terms of this Agreement, My Team Cleaning agrees to provide bond cleans/commercial cleaning services (the “Service”) to the Customer at an address specified by the Customer (the “Premises”).

B. The Service will be for such cleaning duties as agreed to by the Customer and My Team Cleaning at the time of booking.

C. My Team Cleaning will provide one or more cleaners, depending on availability (the “Cleaner”), to attend the Premises to provide the Service at a time and date mutually agreed between My Team Cleaning and the Customer (the “Service Time”).

D. My Team Cleaning endeavours to provide the Service faithfully, diligently, and in a timely and professional manner.

E. My Team Cleaning will complete the full service. Should additional time or labour be required to complete a service, My Team Cleaning will attempt to contact the client on their “Nominated Contact Details” and advise the additional time/payment required to complete the service. Should the client be uncontactable for whatever reason, My Team Cleaning will make an informed decision in the client’s best interests on the day of service as to whether to complete the full service or terminate the service.

F. For regular services, My Team Cleaning will make every effort to ensure that the same Cleaner attends the Premises each time. If there is a need to change the Cleaner, My Team Cleaning will notify the Customer beforehand.

G. If the Customer needs to pause the Service for any reason (e.g., holiday) and the Cleaner cannot attend for more than 2 weeks, the Customer must continue to pay the Service fees to secure the same Cleaner. If the fees are not paid, My Team Cleaning cannot guarantee the same Cleaner upon resumption of the Service.

2. ADDITIONS AND AMENDMENTS

Any changes to the Service to be provided must be agreed to by My Team Cleaning prior to starting any work. If the Customer requires any additional services or variations at the time the Service is being performed, the Customer must first contact My Team Cleaning Administration/Management by telephone, unless management is on-site, who may agree to provide the additional services at its absolute discretion. The Cleaner is not authorized to agree to any changes or variations to the Service being provided without first consulting My Team Cleaning management. The Customer must not request such changes directly from the Cleaner. If My Team Cleaning attends a job site with the provision that a job has been confirmed by a client and the services are no longer needed or warranted without at least 24 hours’ notice, My Team Cleaning may in its sole discretion charge a call-out fee of £36.

3. CUSTOMER REPRESENTATIONS AND WARRANTIES

The Customer represents and warrants that:

A. They will provide a safe working environment at the Premises for the Cleaner to perform the Service.

B. The Cleaner will have unencumbered and unobstructed access to those areas of the Premises requiring the Service.

C. They will provide the Cleaner with access to all services and utilities (including hot and cold water, electricity, and rubbish bins) as required by the Cleaner to provide the Service.

D. My Team Cleaning will provide all usual and necessary cleaning equipment and materials required by the Cleaner to provide the Service.

E. Any cleaning equipment and materials provided by the Customer are safe, have not been tampered with, and are in full working order.

F. The Customer will advise My Team Cleaning prior to the commencement of the Service of any hazards, slippery surfaces, risks, dangers, ingrained dirt, grease, or grime at the Premises.

G. The Customer authorizes My Team Cleaning to use the Premises to provide the Service.

H. If the Customer requires the Cleaner to clean behind or under any heavy items (e.g., a fridge, bookshelves, or other furniture), they will move those items prior to the commencement of the Service.

I. The Customer will secure or remove any fragile, delicate, breakable, or valuable items, including cash, jewellery, works of art, antiques, or items of sentimental value, prior to the commencement of the Service.

J. The Customer will ensure the property has been fully vacated prior to our cleaner’s attendance for end-of-tenancy cleanings.

4. HEALTH AND SAFETY RISKS

In addition to the obligations and warranties set out in section 3 above, the Customer acknowledges and agrees that:

A. The Cleaner is entitled to undertake a job safety analysis before the commencement of any work to assess the health and safety risks at the Premises. Any windows above the height of 2m may require special equipment, which will be provided at the Customer’s sole expense should this be a requirement of the service.

B. The Cleaner may, either before or during the provision of the Service, not use or cease using any materials or cleaning equipment provided by the Customer if the Cleaner thinks, in their absolute discretion, that the use of such materials or cleaning equipment poses a risk to health and safety.

C. The Cleaner may, either before or during the provision of the Service, not provide or cease the provision of the Service where carrying out the Service presents, in the absolute discretion of the Cleaner, a risk to health and safety.

D. Abuse or assault, verbal or physical, on our staff will not be tolerated, and legal action or criminal prosecution will be taken against any Customer or third party who is in breach of this subsection.

5. NO ENGAGEMENT OF CLEANERS

A. The Customer acknowledges My Team Cleaning invests significant resources in recruiting, selecting, and training its Cleaners. Unless My Team Cleaning gives prior written permission, the Customer must not, directly or indirectly, engage, employ, or contract with any Cleaner to provide domestic services to the Customer or any associate of the Customer for any period during which services are provided by My Team Cleaning and for a period within 2 years after the conclusion of commercial Service.

B. The Customer acknowledges that My Team Cleaning may suffer loss and damage, including, without limitation, consequential loss, as a result of a breach of this clause by the Customer.

6. JOB QUOTATIONS

A. The actual price payable by the Customer is calculated based on the size of the property.

B. Any price quoted by My Team Cleaning is an estimate only, based on My Team Cleaning’s experience, without inspection, and based on information provided by the Customer over the phone, through online websites, or email correspondence. Subject to this clause, quotes are valid for a period of 15 days from the date of the quote and are only valid after inspection of the premises is first carried out.

C. If at the commencement or during the course of providing the Service, it is apparent that the actual cost of the Service will exceed the quote provided by My Team Cleaning, My Team Cleaning will provide the Customer with the option to pay an increased fee to complete the Service, or pay the quoted amount without the Service being completed. If our office staff are unable to contact the Customer, the Service will end at the pre-stated time advised in the estimate given or at the time of booking. My Team Cleaning, however, has the right to make an informed decision on the client's behalf as to whether to complete the service or terminate services should terminating the service restrict or deny the client's likelihood of having their bond returned to them.

D. The Customer must inform My Team Cleaning whether any cleaning services required are for an 'end of tenancy' at the time of quotation.

E. Secure parking must be provided by the Customer when parking is needed. Any parking cost must be disclosed to office staff at the time of booking and covered by the Customer. Should our cleaners incur a parking charge, this will be charged to the client.

F. Pricing over the phone cannot be guaranteed until a visual inspection occurs on the day. My Team Cleaning has the right to refuse a job and will discuss the price prior to any work being carried out. My Team Cleaning will endeavour to remove all stains, although no guarantee can be given regarding the actual removal of any stain. Pricing may change without notice.

G. Free services are provided for free, and no refunds are given for any service that is free that My Team Cleaning cannot attend for any reason. Additionally, if there is a complaint regarding stains or cleaning quality, no refund will be provided.

7. BOOKINGS

A. The Customer may make a booking either by telephone, WhatsApp, email or on the My Team Cleaning website. Any booking made on the website will only be scheduled upon the completion of a phone call, message, or email confirmation and reply to that message/email.

B. At the time of booking, the Customer must provide details of any hazards, slippery surfaces, risks, dangers, ingrained dirt, grease, or grime located at the Premises.

C. My Team Cleaning provides all quotations at the time of booking in good faith and with the information provided by the Customer. If any information provided is inaccurate, My Team Cleaning reserves the right to alter the price of The Service.

D. My Team Cleaning reserves the right not to accept a booking at its sole discretion.

E. The Customer must inform the office staff at the time of booking if they have special requirements related to allergies or issues with specific cleaning products so other arrangements can be made prior to the service taking place.

8. PAYMENT TERMS​

A. The Customer agrees to pay the estimated price quoted by My Team Cleaning in full prior to or at the Service Time unless otherwise agreed in advance with My Team Cleaning.

B. If no payment has been made by the Service time, My Team Cleaning will use reasonable endeavours to contact the Customer for payment. In the event that My Team Cleaning cannot contact the Customer or payment is not made by the Service Time, the Customer will be deemed to have cancelled the Service, and the Customer must pay any cancellation fees or charges due set out in Section 2C. If the Customer fails to make payment and the services have been carried out, My Team Cleaning reserves the right to charge interest on the amount outstanding at the rate of 2% per annum above the base rate of the Bank of England for the time being in force, and if the Customer is in default for more than 15 days, My Team Cleaning may, without prejudice to its other rights and remedies, suspend all work being provided to the Customer, without liability.

C. Payments may be made via bank transfer, cash, or card payment via the website.

D. Any additional charges required or work not included in the original quotation will be discussed prior to any further work being carried out.

9. COMPLAINTS

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A. If the Customer is dissatisfied for any reason with the Service provided, they must inform My Team Cleaning within 24 hours of completion of the Service. My Team Cleaning strives to achieve 100% customer satisfaction and will endeavour to resolve the problem quickly and efficiently. Subject to clause 9B, My Team Cleaning may, at its discretion, offer the Customer either of the following:
   1. A partial or full refund.
   2. Re-supply of the Service without charge.
   3. Such other remedy as deemed appropriate by My Team Cleaning.

B. Photographs will be taken before and after all cleans by staff. This is to assist in any complaint that may arise. If the quality of the job is a factor in any complaint, My Team Cleaning will be notified within 24 hours of the service. Photographs will be sent to office staff for inspection and then will be reviewed for any areas of concern. Photographs are taken for legal reasons and to ensure the safety of our cleaning staff.

C. The Customer must allow My Team Cleaning to view the property within 2 days after making a complaint to determine the severity of the complaint. Complaints will not be fully investigated without this provision.

10. EXCLUSIONS AND LIMITATIONS​

A. The only conditions and warranties that are binding on My Team Cleaning in respect of the state, quality, or condition of goods and services supplied by My Team Cleaning to Customers are those imposed and required to be binding by statute (including the Trade Practices Act 1974).

B. To the extent permitted by statute, the liability, if any, of My Team Cleaning is, at My Team Cleaning’s option, limited to and completely discharged by the resupply of the Service. My Team Cleaning is not responsible for:
   1. Not completing or providing the Service as a result of a breach of the Customer’s obligations contained in this Agreement (including a failure by the Customer to provide utility services, a safe working environment, unencumbered access to the Premises, or provide relevant information).
   2. Any damages caused by defective cleaning materials or cleaning equipment provided by the Customer.
   3. Not completing or providing the Service as a result of the Cleaner not proceeding for health and safety reasons under clause 4.
   4. Any loss or damage incurred by the Customer or any third party as a result of services provided by the Customer to third parties or incorrect cleaning products used/provided by the Customer.
   5. Any wear or discolouring of fabric or surfaces becoming more visible once dirt has been removed.
   6. Old stains that cannot be removed using normal cleaning methods.
   7. Any loss incurred as a result of any breakage or damage to goods, items of value (including sentimental value), or the Premises.
   8. The cost of any key replacement or locksmith fees, unless keys were lost by My Team Cleaning or the Cleaner.

C. No warranty is given by My Team Cleaning about the appropriateness of services provided for the Customer’s purposes. All warranties and representations, except those set out in these Terms and Conditions, are expressly excluded to the fullest extent permitted by law.

11. INDEMNITY

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The Customer indemnifies My Team Cleaning against:
A. All losses or liabilities arising directly or indirectly as a result of breach, act, or omission of any of the Customer’s obligations under this Agreement; and
B. All legal costs (on a solicitor and own client basis) and other expenses incurred by My Team Cleaning in connection with a demand, notice, action, proceeding, or claim made against My Team Cleaning by a third party arising directly or indirectly as a result of a breach, act, or omission of any of the Customer’s obligations under this Agreement.

12. ACCIDENTS, BREAKAGE, DAMAGE, AND THEFT

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A. The Customer must inform My Team Cleaning of any incident where an accident, breakage, damage to property, or theft has occurred due to any act of the Cleaner within 24 hours of completion of the Service.

B. To the extent permitted by law, the Customer is not entitled to claim any loss for any incident if the incident is not reported to My Team Cleaning within 24 hours of completion of the Service.

C. To the extent permitted by law, damage or loss to the following items are specifically excluded from the liability of My Team Cleaning under these terms and conditions: cash, jewellery, art, antiques, and items of sentimental value.

D. Photographs of the area or item of concern are to be provided to My Team Cleaning Management within 24 hours. My Team Cleaning Management will endeavour to view the property to assist in any claim within 48 hours of receiving notice of any incident.

13. TERMINATION​

A. This Agreement may be terminated by the Customer by providing at least 24 hours' notice prior to the Service Time. If the Customer does not provide at least 24 hours' notice prior to the commencement of the Service, the Customer agrees to pay a cancellation fee equivalent to the minimum charge of 2 hours of one-off cleaning or 20% of the quoted price, whichever is greater.

B. Subject to clause 13C, My Team Cleaning may terminate this Agreement by providing the Customer with at least 24 hours' notice prior to the Service Time.

C. My Team Cleaning may terminate this Agreement with immediate effect if the Customer is in breach of this Agreement and, in the opinion of My Team Cleaning, that breach is incapable of remedy.

14. PRIVACY POLICY​

A. The Customer acknowledges that any information provided by the Customer may be used by My Team Cleaning for the purpose of providing the Service. My Team Cleaning agrees not to share any information provided by the Customer with any third party not directly involved in the provision of the Service (unless required to do so by law).

B. My Team Cleaning will take all reasonable precautions to protect the personal information provided by the Customer from loss, misuse, unauthorized access, disclosure, alteration, or destruction.

15. CHANGES TO THIS AGREEMENT

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A. My Team Cleaning reserves the right to update or modify these Terms and Conditions at any time without prior notice. The Customer is bound by such modifications or revisions, and My Team Cleaning recommends that the Customer reviews this Agreement periodically to stay informed of any changes.

16. SEVERABILITY

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A. If any provision of this Agreement is found to be invalid or unenforceable by a court of competent jurisdiction, such invalidity or unenforceability will not affect the remaining provisions of this Agreement, which will remain in full force and effect.

17. GOVERNING LAW

A. This Agreement is governed by and construed in accordance with the laws of the jurisdiction in which My Team Cleaning and the premises are located.

By proceeding with booking and receiving services from My Team Cleaning, the Customer agrees to the terms and conditions outlined above.