By using this website to book service, you agree to comply to be bound by these terms & conditions if you do not agree to these terms & conditions, do not book any services with us.

Booking Confirmation

Booking service online doesn’t guarantee you a spot for that date/time, you will be contacted by email or phone with a confirmation.

Cleaning Crew

We always usually work with teams ofone, occasionally more cleaners may be needed due to the complexity of work or busy schedule, we do our best to limit the rotation of cleaners in your home while still providing sufficient cross-training to our cleaning technicians.

Our employees have been rigorously background checked prior to working with us, you can rest assured all our staff has integrity and is held accountable.

Right to Refuse Service

We reserve the right to deny &/or terminate service because of safety concerns, inappropriate or uncomfortable situations, weapons on-premises, severe clutter & disconnected utilities.

Our employees have the choice to leave if the home is in an extremely unsanitary condition or they feel unsafe/threatened. If you book a cleaning that is unreasonable, the cleaners may refuse service on the spot & you will be charged the cancellation fee of 50%.

Cleaning Day Preparation

Your price for cleaning is based on the cleaners focusing all of their time on cleaning, we ask that you take a few minutes to tidy up to allow the cleaners easy access to the areas/surfaces to be cleaned: floors, counter-tops, tabletops, etc. If you’d like our cleaners to do these tasks for you, call the office in advance so your cleaning time can be adjusted for the additional time.

Add-On Services

Pets

We will gladly work around pets, we ask that indoor activity is limited for cleaning efficiency & safety reasons, if your pet becomes anxious or presents a safety concern, Ashford Cleaners Ltd reserves the right to remove its employees from your home.

Our employees are instructed not to enter a house if they believe an animal is a threat, pets may behave differently if a family member is not present. If the removal of our cleaning technician is due to aggressive pets, our cancellation policy will apply.

Service Fees

Please remember we give these instant prices based on years of experience, but we may adjust the price, cleaning type or duration based on the actual condition of the house. To ensure there are no surprises when we arrive & find that the job will require extra time we’ll call you to let you know if we are unable to reach you, the crew will have to leave & you may be charged the cancellation fee of 50%.

We reserve the right to reevaluate rates at any time based on the time it takes to perform our service to meet the client’s standards, Ashford Cleaners Ltd will contact the client to discuss price or service revisions if the cleaning time differs drastically from the original booking.

Payments

Payments must be made on the day of cleaning. By accepting these terms of service, you agree to allow us to store and charge your credit/debt card on file. All hourly services have a minimum charge stated below.

General cleaning: 2 hours

Deep cleaning: 3 hours

Refund Policy

We do not offer refunds, we have built our business providing our clients with the best possible service available, still, we realize that we are human, things will from time to time get missed, should this happen email or call us within 24 hours & we will rectify the error at no charge.

Rate Increases

Client’s cleaning rate adjustments may be made at any time during the year should there be changes to the frequency of the client’s established service schedule or home or living situation: remodel, change of address, number of people living in the home, a significant addition of furniture, etc.
Customer rate shall be increased annually, by an amount not-to-exceed 8% of the client’s current rate.

Lockouts

The client shall make the service location accessible to Ashford Cleaners Ltd personnel on the scheduled service day. If the team is locked out of the Client’s home, every effort will be made to establish contact with the Client to arrange for entry into the home, if contact is not made within 20 minutes of the arrival of the cleaning team, the scheduled cleaning will be skipped & you will be charged a 50% late cancellation fee, this fee is necessary to compensate the employees for unexpected lost revenue & time travel, to avoid the fee provide us with a key or code to gain entry to your home.

Rescheduling & Cancellations

Service reliability is extremely important because we reserve a time, especially for you, we request that you give us a minimum of 24 Hrs. advance notice if you need to cancel or reschedule for any reason to avoid incurring a 50% cancellation fee.

Alarm

If your home is equipped with a security system, please ensure that it is in the off position or call our office with the code & proper directions for use. If the code should change please let us know so you do not incur a lockout charge.

Use of Homeowner’s Vacuum

We require the use of your vacuum, but we will not assume or accept any liability for damage to the unit. Since we are not responsible for the maintenance of the vacuum, we will not be responsible for any repairs to it. This is important because if the vacuum is not in working order when we arrive to clean your home, we will not be able to perform any vacuuming of carpet & hard floor surfaces.

Cleaning Supplies

We provide the equipment & products needed to thoroughly clean your home, excluding vacuum, mop and bucket.

If you require us to use your cleaning supplies, note that we are not responsible for any damage associated with those products. When this request is made we ask that you have the cleaning chemicals & supplies ready so we can perform our cleaning service as efficiently as possible.

Items We Cannot Clean

Mold removal is a specialty, we cannot be liable for any mold-related risks in clients’ homes.

We cannot clean hoarding homes or areas containing any animals & humans’ body fluids, blood, feces, vomit, cat litter boxes, bird cages & urine, or excretions.

Unreachable Areas & Heavy items

For safety & liability reasons our employees can’t climb higher than a step stool or work outside of your home. Cleaners can’t move heavy objects, and if you would like cleaning behind heavy objects, please move prior to your booking.

Breakage/Damage & Loss Policy

While an occurrence is rare, the possibility of breakage or damage is present while we clean. Our cleaners exercise reasonable care when cleaning your home, we carry insurance for damage or breakage caused by our cleaners.

We are not liable for damage that is caused by normal wear & tear, improper installation of an item in your home, artwork, collectibles, or family heirlooms not disclosed during the booking process, these items include but are not limited to the following

Notification must be made within 24 hours of breakage/loss of any personal items. Identical replacement is always attempted but not guaranteed.

Cleaners Arrival Window

We schedule our cleanings in an order that requires the least amount of drive time in an effort to maintain low prices & avoid trip fees, if you require a specific time we will make every effort to accommodate your request, however, no times are guaranteed.

Due to the unpredictable nature of our business & unforeseen circumstances traffic jams, weather, mechanical problems, allow us the flexibility of scheduling our cleaning between 9:00 am & 6:00 pm.

We generally do not run more than 30 minutes earlier nor more than 45 minutes later than the scheduled appointment time, if we are running late we may call you or text you.

Holidays

Ashford Cleaners Ltd does not do holiday visits.

If your scheduled day falls on a holiday, we will contact you to reschedule, the following holidays will be observed:

Inclement Weather

We will be closed for business when weather conditions prevent local schools in the district from opening.

Key Release

Client keys are kept with your regular cleaning personel and only they will have access.

In the event the client chooses to leave a door unlocked or place a key under a mat or any other unsecured place for the cleaners to gain entry into the home, Ashford Cleaners Ltd will not be held liable for any damages or theft to the client home.

Upon termination/cancellation of services, Ashford Cleaners Ltd shall return any client key(s) in its possession no later than 72 hours after termination of services or the next business day.

Non-Solicitation of Ashford Cleaners Ltd Employees

As our customer, we ask that you agree not to solicit for hire any of our cleaning employees to work directly for you. Our professional cleaners are background checked, their references verified & have completed comprehensive cleaning training. Significant time, resources & money are invested in each new employee before we allow them to enter our customer’s homes.

Governing Law

Any claim relating to Ashford Cleaners Ltd website shall be governed by the laws of the Kent County Council without regard to its conflict of law provisions.

We have taken every effort to design our website to be useful, informative, helpful & honest, hopefully, we have accomplished that & would ask that you let us know if you would like to see improvements or changes that would make it even easier for you to find the information you need.

Ashford Cleaners Ltd reserves the right to change these terms & conditions at any time without prior notice to you

© 2022 Ashford Cleaners Ltd