Terms and Conditions
Introduction
These Terms and Conditions govern the use of our website (magicmops.co.uk) and all cleaning services provided by Magic Mops. By booking a service (via website, phone, email, or other means) or using our website, you agree to these terms. If you do not agree, please refrain from using our services. These terms comply with the Consumer Rights Act 2015, and nothing herein affects your statutory rights. For questions, contact us via the details on our website.
General Terms
Use of our website (magicmops.co.uk) is subject to these terms. You may not misuse the website or use it for fraudulent purposes.
Website Use
Our cleaning services are available in Canterbury and various other areas throughout Kent, as documented on our website. Availability may vary by location.
Service Coverage
Bookings can be made via phone, email, or online. Quotations are based on estimated property size, condition, and service scope, subject to adjustment if requirements change.
Booking and Quotations
We are not liable for delays or cancellations due to events beyond our control, such as extreme weather, illness, or road closures. Affected services may be rescheduled at the earliest convenient time without penalty.
Force Majeure
We reserve the right to cancel services immediately if our cleaners feel unsafe or face harassment or inappropriate conduct. In such cases, the service is forfeited, and no refunds will be issued.
Customer Conduct and Safety
Customers must secure pets during cleaning to prevent interference or accidents. We are not liable for pet-related incidents or additional cleaning required.
Pets Policy
Customers must provide property access at the scheduled time. If access is not provided within 30 minutes of arrival, we may cancel the booking and charge up to 50% of the quoted amount. Waiting time may incur additional fees at a standard rate.
Access and Lockout
We protect your personal data in accordance with GDPR and UK data protection laws, using it solely for service delivery and administration. We do not share data without your consent or legal requirement. You may request access, correction, or deletion of your data at any time.
Data Protection
Customers agree not to employ or engage our cleaners directly, or recommend them to others, for 12 months after the last service without our consent. Breach of this term may incur a fee equivalent to the quoted service amount.
Non-Solicitation
Pricing and Payments
Prices are quoted based on property size, condition, and service scope, subject to adjustment for additional work or requirements.
Pricing
Customers are responsible for parking fees, congestion charges, or tolls. Extra fees may apply for specialist equipment or complex cleaning tasks.
Additional Charges
A £50 deposit is required at the time of booking to secure your cleaning service. The remaining balance is due within 30 days after completion of the service, unless otherwise agreed. Payments can be made by card, bank transfer, or other methods specified at booking. We reserve the right to pursue unpaid amounts, including interest or recovery costs, if payment is not received promptly. Late payments may incur interest at 8% per year above the Bank of England base rate, accruing daily until paid, or statutory compensation for commercial clients.
Payment Terms
Service Terms
We aim to deliver cleaning services with reasonable care and skill. Arrival times are approximate, and delays due to external factors do not warrant refunds.
Service Performance
Customers must provide access to the property, electricity, and hot water. For thorough cleaning services, properties must be vacated, and cupboards or drawers emptied for internal cleaning, unless otherwise agreed.
Customer Responsibilities
Stain removal, mould treatment, or restoration of pre-existing damage is not guaranteed. Additional tasks, such as appliance or specialist cleaning, must be booked separately.
Service Limitations
Our cleaners may take time-stamped before and after photos for quality control or dispute resolution. These are stored securely and used only for internal review or to address customer concerns.
Photos for Quality Assurance
We provide cleaning products and equipment, including eco-friendly products when requested, unless otherwise agreed. Customers must not interfere with our equipment or consumables stored at the property.
Equipment and Consumables
Cancellations and Refunds
Cancellations made more than 24 hours before the scheduled service incur no charge. Cancellations within 24 hours will forfeit the £50 deposit.
Cancellation Policy
Rescheduling is free if requested more than 24 hours before the service.
Rescheduling
A free re-clean is the first remedy for any complaint, which must be accepted if offered. If a re-clean is refused, customers are eligible for a refund of up to 10% of the quoted amount. Full refunds are granted only if we cancel, fail to attend, or complete less than 75% of the agreed service (with visual evidence). Partial refunds may be considered after a re-clean if issues persist, proportional to incomplete work, supported by visual evidence. Complaints must be raised in writing within 7 days, with the property unaltered and original terms met. We reserve the right to investigate claims using evidence and cleaner feedback.
Refunds
For bookings made online or by phone, you may cancel within 14 days from the booking date, provided the service has not started with your consent. Refunds for the £50 deposit will be processed within 30 days using the original payment method.
Distance Contracts
Damage and Liability
Magic Mops carries public liability insurance up to £1,000,000 to cover damage caused by our cleaners during service delivery.
Insurance
Any damage must be reported in writing within 48 hours of the service. Valid claims may be eligible for repair or compensation based on the item’s current value, subject to our insurer’s approval.
Damage Claims
We are not liable for damage caused by faulty equipment or materials provided by the customer, pre-existing issues, or sentimental or irreplaceable items.
Exclusions
Guarantee and Complaints
We offer a satisfaction guarantee for all cleaning services. Thorough cleaning services include a 7-day guarantee; regular cleaning services include a 3-day guarantee. One free re-clean per booking is available upon approval, if issues are reported within the guarantee period.
Satisfaction Guarantee
Complaints must be submitted in writing within 7 days of the service, including photographic evidence and a detailed description. Complaints via phone or other methods are not accepted. We will review complaints promptly and respond within a reasonable timeframe, using evidence and cleaner feedback to resolve issues.
Complaint Procedure
Final Notes
These Terms and Conditions may be updated without notice. The latest version is available at magicmops.co.uk/terms-and-conditions. Continued use of our services constitutes acceptance of any updates. For questions about these terms, contact us via the details on our website.