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Terms & Conditions:
Booking a Service
A. When making a booking Pandora Cleaning Ltd may ask the client to provide pictures of the property.
B. An assessment will be made and the original price may increase depending on the condition of the property.
Emergency Call Outs
A. If we are given less than 24 hours notice for a service then a £0.45p per mile charge will be applied.
B. The miles will be calculated from our Head Office (CM15 0LL) to the property address and back. For example, if a property is 10 miles away from our HO, we will charge £0.45p x 20 (10 miles each way) which sums up to £9.00.
Payments
A. An invoice will be provided for the client within 24 hours of completion of the service and will be sent either by post, email or given face-to-face.
B. The client can make payment via:
1) Bank Transfer (Bank details will be given with the invoice)
2) Cash
C. Pandora Cleaning does not accept cheques or any other ways of payment.
D. If payment is not made after 14 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.
Cancellations
A. Customer agrees to pay the full price of the cleaning visit in the event of a lockout caused by our cleaners being turned away; no one home to let them in; or problem with customer's keys.
B. 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.
C. Customer may cancel or adjust the time of a cleaning visit/s by giving at least 24 hours advanced notice.
Areas Outside Essex & Hertfordshire
We are more than happy to serve areas outside of Essex & Hertfordshire.
A. £0.25p per mile charge will be applied if the area is outside Essex & Hertfordshire.
B. The fee will be calculated based on the distance of the property from our Head Office (CM15 0LL) and back. For example, if a property is 20 miles away from our HO, then we will charge £0.25p x 40 (20 miles each way) which sums up to £10.00.
Complaints & Claims
A. 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 the customer to no refunds or recovery cleanings.
B. Pandora Cleaning Ltd may take up to 7 working days to respond to a complaint.
C. Pandora Cleaning Ltd will not accept a complaint based on an Inventory check report, filed more than 24-hours after the cleaning session.
D. Complaints are accepted verbally over the phone and in writing (letter, email or fax). Complaints must be reported on completion or in the following 24-hours.
E. Pandora Cleaning Ltd agrees to keep all customers' information confidential.
F. In case of damage, Pandora Cleaning will repair the item at its cost. If the item cannot be repaired Pandora Cleaning will rectify the problem by crediting the customer with the item's present actual cash value toward a like replacement from a Pandora Cleaning source upon payment of cleaning services rendered.
Change of prices
A. Prices can change depending on the condition of the property.
B. The cleaner attending the job will make an assessment prior to performing their duties and inform the head office whether the price has to be changed.
C. The cleaner will take pictures of the property and forward them to the head office to make the final decision.
D. The client will be informed immediately if the price of the job changed.