Terms of Service – Roseleaf Cleaning

1. The customer agrees to acknowledge and complete the Proposal Agreement / online booking and pay fee prior to the first cleaning visit.
2. The customer agrees to pay the fee and Rose Leaf Cleaning reserves the right to suspend cleaning services if payments are missing.
3. A minimum duration of 1.5 hours per cleaning visit applies for all residential cleaning services.
4. The sales advisors can only give a rough estimate of the duration of the cleaning service, which is based on a basic description of the customer’s house. Please note that duration may vary therefore a degree of flexibility is required.
5. Rose Leaf Cleaning will not be responsible for triggering any alarm systems. Customers should give any special instructions for deactivation/activation of any household alarm systems.
6. The customer understands that the price quoted does not include anything apart from cleaning and any optional extras selected within the Agreement.
7. Rose Leaf Cleaning reserves the right to amend the initial quotation, should the client’s original requirements change.
8. The customer is advised that an end of tenancy cleaning may take double the length of time required for general cleaning. Badly neglected homes may take up to three times longer.
9. Payment is required upon booking, unless by special arrangement with Rose Leaf Cleaning.
10. Ongoing payments will be taken via Direct Debit or Credit Card, unless by special arrangement with Rose Leaf Cleaning.
11. Late payments subject to additional charges.
12. If payment is not made after 45 days of invoice then the account will be passed to our collections agency, after which a charge of 15% on top of the initial invoice due, will be added to the debt. You agree as part of this contract to pay this sum which represents our reasonable costs in collecting the unpaid amounts.
13. The customer accepts and understands that poor service, breakage/damage or theft must be reported within 24 hours from the service date. Failure to do so will entitle customer to no refunds or recovery cleanings.
14. Rose Leaf Cleaning welcomes the presence of the customer or his/hers representative in the beginning and at the end of the cleaning session as an inspection can be carried out and if any corrections, should be made on the same day.
15. Rose Leaf Cleaning may take up to 48 hours to respond to a complaint.
16. Complaints are accepted ONLY in writing (email or letter) and must be reported on completion or in the following 24-hour.
17. All fragile and highly breakable items must be secured or removed. Items excluded from liability are: cash, jewelry, items of sentimental value, art and antiques.
18. Key replacement/locksmith fees are paid only if keys are lost by our operatives. There is a $500 per household liability limit, upon investigation.
19. Rose Leaf Cleaning has a Public and Employer’s liability insurance. The policy will cover any accidental damages caused by an operator working on behalf of Rose Leaf Cleaning, reported within 24 hours of service date.
20. There is $500 excess on any claim, of which $250 are paid by the customer and $250 by Rose Leaf Cleaning.
21. Rose Leaf Cleaning reserves the right to refuse to share any of the confidential company’s documents.

Customer Satisfaction

22. The customer understands that they are not entitled to a refund. Refunds are provided strictly at the discretion of Rose Leaf Cleaning. 
23. If the customer is not completely satisfied with a cleaning job, Rose Leaf Cleaning will re-clean any areas and items to customer’s satisfaction. 
24. Customer must be present at all times during the recovery-clean and  Rose Leaf Cleaning reserves the right not to return a cleaner more than once.

Liability

25. Rose Leaf Cleaning reserves the right not to be liable for:

• Completing tasks which are not stated on our task list;
• Cleaning jobs not complete due to the lack of suitable cleaning equipment (in full working order), hot water or power;
• Third-party entering or present at the customer’s premises during the cleaning process;
• Wear or discoloring of fabric becoming more visible once dirt has been removed;
• Failing to remove old/permanent stains that cannot be removed using standard carpet cleaning methods;
• Existing damage or spillage that cannot be cleaned/removed completely using provided by standard cleaning detergents and equipment or standard carpet cleaning equipment;
• Any damages caused by a faulty or not in full working order detergents/equipment supplied by the customer.

26. If the customer has items which need special cleaning methods and special cleaning detergents, Rose Leaf Cleaning must be provided with specific instructions and products. 
27. Customer may cancel or adjust the time of a cleaning visit/s by giving at least 24 hours advanced notice.
28. Customer agrees to pay the full price of a cleaning visit if the customer cancels or changes the date/time less than 24 hours prior to the scheduled appointment.
29. Customer agrees to pay the full price of the cleaning visit in the event of a lock-out caused by our cleaners being turned away; no one home to let them in; or problem with customer’s keys.
30. Customer may terminate the cleaning service by giving thirty calendar days (30 days) advanced notice in writing (email or letter) and specifying the last cleaning date and give reason.
31. By entering into a service agreement with Rose Leaf Cleaning, the customer agrees that after the termination of the cleaning service he/she will not hire or use any domestic services provided by a present or past cleaner introduced to the customer by Rose Leaf Cleaning.
32. If the customer wishes to hire or use domestic services provided by such a cleaner then he/she must pay a referral fee of $50,000 per person.
33. These terms and conditions shall be governed by the relevant New York law, and by agreeing to be bound by them the customer agrees to submit to the exclusive jurisdiction of the relevant courts of New York. Rose Leaf Cleaning reserves the right to make any changes to any part of these terms and conditions without giving any prior notice. Should any of the above clauses change all existing customers will be notified. Please check Rose Leaf Cleaning at RoseLeafCleans.com for updates.