Terms & Conditions

If you have asked us to collect keys from a Letting Agent, it is vital you ensure your Agent is aware Tulip Group will be attending their office to pick up keys. It is your responsibility to ensure the correct keys are provided for access. The cleaning time will commence when we have collected the keys. In the event the wrong keys are provided and access cannot be made the job may need to be cancelled or rescheduled. If we are unable to complete the job due to the wrong keys being provided, you will be liable for 50% of the total cost of the clean). In the event of a cancellation we will refund the balance of 50% within 48 hours of the original booking.

If you have asked us to collect the keys from a Concierge please ensure Tulip Group have been added to the key collection list and the Concierge is informed we will be attending to complete your clean. The cleaning time commences upon our arrival at the Concierge desk. It is your responsibility to ensure quick access is provided. The most efficient way to ensure this process runs smoothly is for you to email the Concierge a copy of this booking confirmation and to request they provide access to our team. It can also be helpful for you to copy enquiries@tulipgroup.co.uk the email you send to the Concierge in order that we can show a copy to the Concierge team in the event of any problems. You can email the key access request to us at enquiries@tulipgroup.co.uk

If you have arranged for someone else to attend on your behalf to provide us with access to complete the cleaning it is your responsibility to ensure your representative attends on time and has the correct keys. Our time commences at the agreed appointment time. In the event your representative is late, or does not attend, the clean may not be able to take place, or may need to be rescheduled. You will be liable for any time incurred and 50% of the total cost of the clean in the event the clean cannot be rearranged.

Ensuring the correct keys are available and access can be made is essential to ensure the smooth passage of your clean.

Changing The Time of Your Clean: If you need to change the day/time of your clean you can do so. However, this should be no more than 24 hours before the clean is due to take place. We work our schedule in advance and last minute changes can cause administrative and logistical problems. That said, we are mindful on occasions, circumstances can arise which are beyond your control. We will try to be flexible and accommodating. Communication is essential. If you have to change the appointment time please call us immediately.

Cancelling Your Appointment: If you need to cancel your clean and provide no less than 72 hours notice we will refund any monies paid in full. If you cancel the clean within 24-48 hours of the appointment we will refund 75% of the monies you have paid. If the appointment is cancelled on the day of the appointment, provided we do not arrive at the property, we will refund 50% of the monies paid. If we arrive at the property and the appointment is cancelled you will be liable for the full cost of the booked clean.

Blocks With Concierge and Contractor Rules-some blocks have rules for contractors and do not permit work on site during certain hours and on certain days of the week. It is essential you only book your appointment when the rules of your building permit access for contractors. If we arrive for the appointment and we cannot gain access you will be liable for the full cost of the clean.

We provide a guarantee for all end of Tenancy cleans. We guarantee you will not incur any deductions from your deposit for any cleaning related issues. The guarantee is however, subject to a number of conditions which must be adhered to. If any of these conditions are broken the guarantee will be rendered null and void:

1. The end of Tenancy Inspection must take place no more than 24 hours after the cleaning is completed. If the Inspection takes place more than 24 hours after the cleaning has been completed our guarantee will be negated.

2. Once the cleaning has been completed the flat must be left unoccupied and appliances, toilet facilities must not be used. If the facilities are used after the cleaning is completed the guarantee will be rendered null and void.

3. It is your responsibility to ensure nobody else enters the property after the cleaning has taken place eg Estate Agents for viewings; contractors; the landlord or a new Tenant etc. Anyone who enters the property may bring in debris from their shoes, shed a hair, use the toilet, turn on a tap and leave water marks on sinks. If you seek to use the end of Tenancy guarantee and there is evidence a third party has entered the property after the cleaning was completed the guarantee will be void.

4. Photographic evidence-time and date stamped must be provided along with a copy of any third party Inventory Report in the event of a claim being made in respect of the end of Tenancy cleaning guarantee.

5. We will cover any fair and reasonable deductions from a Tenant’s deposit which arise only as a direct result of any omissions or oversights by our Cleaning Associates. If any of the points above are infringed our guarantee will be negated. This guarantee does not extend to any other deductions you may incur as a result of any other issues which are not related to cleaning.

6. Windows-external glazing-we clean external windows where they can be accessed without a risk to the health and safety of our Cleaning Associates, or without negating our public liability/employers insurance. We cannot clean external windows where a potential risk or danger is posed to our members of staff.

7. The age and condition of an item may significantly impact on the final outcome of any clean. For example a very old oven with heavy burnt on grease built up over years may be cleaned to a high standards but deposits may remain. A shower screen or bathroom fittings may be aged with ingrained limescale, which may be etched into the glass and impossible to remove-even when using the very best cleaning products. Examples of age related exclusions which will negate our end of Tenancy cleaning guarantee include:

• Excessive staining to carpets and furniture upholstery
• Heavy dust shading to carpets (notably around the edges)
• Heavy burnt on grease to ovens, hobs and cooker hood
• Ingrained limescale to glass shower screens
• Heavy staining to shower screen base strips-eg limescale/fat residue
• Heavy mould to grouting and sealants to wall tiles and floor tiles
• Excessive brown staining to toilet bowls

If we find any areas where the best results cannot be achieved, for whatever reason, we will inform you at the time we are in attendance.

REMOVAL OF RUBBISH

We will remove up to 2 sacks of rubbish from the property. If you intend to leave any rubbish behind please inform us in advance and if there is somewhere the rubbish can be placed on departure. If there are more than 2 sacks of rubbish left behind these may not be removed or if we do remove them you will incur a minimum additional charge of £30.00.

We have partnered with Prochem Europe for our carpet cleaning machines. All of the equipment we have is purchased brand new. Our operatives receive full training-including on site day courses at the ProChem Headquarters in Tolworth Surrey. www.prochem.co.uk

We use only ProChem recommended products in our machines.

Our operatives have been trained to identify issues and to assess exactly what method of cleaning your carpets will require.

If you have any particular requirements you must add them to the form you complete at time of booking. If you omit any information which could materially impact the outcome of cleaning Tulip Group will not be liable for any damages, oversights or omissions.

At the time of the booking please inform us of any significant stains, damages or hazards. We cannot guarantee to remove all stains and we cannot make an aged carpet new again.

If we believe a carpet is in a ‘Salvage’ condition-namely, very aged with stains throughout and which cleaning may not result in marked improvement we will ask you to confirm your agreement that we cannot guarantee any improvements can be made following cleaning.

There is a minimum charge of £92.00+VAT for carpet cleaning. This includes 4 rooms/areas. Each additional room/area will incur an additional £20.00+VAT fee. For a property with an area of more than 1000 sq. ft. of carpet we will quote separately.

At Tulip Group all of our Cleaning Associates are trained to the highest standard and we use only the very best cleaning products, all of which have been carefully sourced. We only use the best quality products and those which are sustainable and with the least environmental impact.

If your property has any special requirements please let us know at the time of the booking or contact our office by email or phone.

Special requirements may vary from expensive furniture items, fixtures and fittings which require special products, or could be pet related etc. Information and open lines of communication will allow us to ensure we provide you the very best service every time.

As an employer we have a duty of care to ensure our team members work in a safe environment. Our team are trained to be polite and courteous. If you experience any issues with any member of our team please contact us immediately. Likewise we expect our clients to treat our team members with the respect they deserve. Verbal abuse and threats of any kind will not be tolerated. We will ensure any such behaviour is referred to and dealt with by the appropriate authorities immediately.

We have full public liability and employers insurance. However, our team are instructed not to put themselves or anybody else at risk or in danger when carrying out their work. If completing a task would put them or anyone else in danger they are not expected to complete the task and will inform their line manager immediately in order that we can inform you-the client.

If cleaning something or completing a task may result in peripheral damage, our team have been instructed not to complete such tasks unless express instruction, written permission and exemption from liability is given by the client.

The company 1 Hour A Week Limited T/a Tulip Group and all of our operatives are included on our employers/public liability insurance policy with cover up to £5,000,000. In the very unlikely event of a claim being made there will be an excess payable, by you, of £250.