FAQ

The Ins And Outs of How We Do Business

Frequently asked questions

Do I need to be at home all the time whilst the cleaner is their?


all our cleaners go through a CRB check for security. if you still feel that you want to be their until you feel confident then thats completely upto the individual




How can I pay?


3 options available - pay by cash - pay by bank transfer - or you can set up a standing order if on a weekly schedule




Do I need to provide chemicals & equipment?


Yes but if you want the cleaner to bring their own chemicals & equipment added charges may apply.




Can I meet the cleaner before the cleaning starts


Yes you can, we will set up a time and date for our cleaner to meet with you. we want you to get to know your cleaner, as you can go through exactly what you require from us





Billing & Pricing

Find The Best Package For Your Budget

Payments

  • Payment is requested on completion on the day of the cleaning session.

  • Payment can be made in cash or bank transfer on completion of the service

  • Payment can be made by cheque on completion, please make the cheque payable to 'KUTI KLEAN LTD'. If paying by cheque, a cheque guarantee card is required and the customer will be responsible for all bank and legal charges resulting from a dishonoured cheque.

  • Customer understands that any 'late payments' may be subject to additional charges.

  • If payment is not made after 30 days of invoice then the account will be passed to our collections agency, after which a charge of 15% plus Vat 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.

Cancellation Policy

  • REGULAR CLEANING

    • Customer may cancel or adjust the time of a cleaning visit/s by giving at least 24 hours advanced notice.

    • 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.

    • 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.

    • If keys are provided they must open the lock without any special efforts or skills.

    • Customer agrees to pay the full price of one cleaning visit in case of a termination of the service if the customer has given less than one-week advanced notice.

    • Customer may terminate the cleaning service by giving thirty calendar days (30 days) advanced notice in writing(also via email) and specifying the last cleaning date and give a reason.

 

  • END OF TENANCY CLEANING:

    • 48 hours notice is required if the customer should either decide to cancel or re-schedule a cleaning appointment.

    • Customer agrees to pay 50% of the quote as a cancellation fee if the customer cancels or changes the date/time less than 48 hours prior to the scheduled appointment.

    • Customer agrees to pay 50% of the quote as a cancellation fee in the event of a lockout caused by our cleaners being turned away; no one home to let them in; no water or power available at customer's premises; or problem with customer's keys.

    • If keys are provided they must open the lock without any special efforts or skills. If an initial deposit has been paid to Kuti Klean Ltd then the customer agrees that deposit funds may be used to cover the cancellation fee.

 

  • ONE-OFF CLEANING:

    • 48 hours notice is required if the customer should either decide to cancel or re-schedule a cleaning appointment.

    • Customer agrees to pay 50% of the quote as a cancellation fee if the customer cancels or changes the date/time less than 48 hours prior to the scheduled appointment.

    • Customer agrees to pay 50% of the quote as a cancellation fee in the event of a lockout caused by our cleaners being turned away; no one home to let them in; no water or power available at customer's premises; or problem with customer's keys.

    • If keys are provided they must open the lock without any special efforts or skills. If an initial deposit has been paid to Kuti Klean Ltd then the customer agrees that deposit funds may be used to cover the cancellation fee.

 

  • CARPET AND UPHOLSTERY CLEANING:

    • 48 hours notice is required if the customer should either decide to cancel or re-schedule a cleaning appointment.

    • Customer agrees to pay 50% of the quote as a cancellation fee if the customer cancels or changes the date/time less than 48 hours prior to the scheduled appointment.

    • Customer agrees to pay 50% of the quote as a cancellation fee in the event of a lockout caused by our cleaners being turned away; no one home to let them in; no water or power available at customer's premises; or problem with customer's keys.

    • If keys are provided they must open the lock without any special efforts or skills. If an initial deposit has been paid to Kuti Klean Ltd then the customer agrees that deposit funds may be used to cover the cancellation fee.

 

  • AFTER CANCELLATION OF THE CLEANING SERVICE

    • By entering into a service agreement with Kuti Klean Ltd, 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 Kuti Klean Ltd. If the customer wishes to hire or use domestic services provided by such a cleaner then he/she must pay a referral fee of £400.

Liability

Kuti Klean Ltd 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 detergents and/or equipment in full working order, hot water or power;

  • A third party entering or present at the customer's premises during the cleaning process;

  • Wear or discolouring 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 the customer cleaning detergents and equipment or standard carpet cleaning equipment;

  • Kuti klean Ltd is not responsible for any damages that may occur if using the customers own equipment whilst cleaning

  • Any damages caused by a faulty or not in full working order detergents/equipment supplied by the customer.

  • If the customer has got items which need special cleaning methods and special cleaning detergents, Kuti Klean Ltd reserves the right to refuse the provision of the cleaning detergents.

  • Kuti Klean Ltd will advise the client to provide the specific cleaning detergents and to pass cleaning instructions to the sales advisor when placing the order or give instruction to the present cleaner;

 

 

 

 

Customer Satisfaction

 

  • Customer understands that he/she is not entitled to any refunds.

  • If the customer is not completely satisfied with a cleaning job, Kuti Klean Ltd will re-clean any areas and items to customer's satisfaction. Therefore the customer must allow the cleaner to be returned.

  • Customer must be present at all times during the recovery-clean. Perfect clean reserves the right not to return a cleaner more than once

 

Regular Domestic Cleaning

 

  • The customer agrees to pay the fee outstanding via cash or bank transfer

  • Kuti Klean Ltd reserves the right to suspend cleaning services if payments are missing or if paperwork is not returned to Kuti Klean Ltd prior to the first cleaning visit

  • Minimum duration of 2 hours per cleaning visit applies to all domestic cleaning services.

  • Kuti Klean Ltd 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.

  • Customer agrees to provide a task list and all necessary cleaning detergents and equipment for the required work unless other arrangements have been made with Perfect Clean. All cleaning equipment should be safe and in full working order.

  • If the customer does not have cleaning detergents and asks Kuti Klean Ltd to purchase requested items on their behalf, customer understands that an applicable charge will be assessed.

  • If the collection of keys is required from a location outside the postal code area of the cleaning scheduled, £10 (excl. VAT).

  • Kuti Klean Ltd will not be responsible for triggering any alarm systems. The customer should give any special instructions for deactivation/activation of any household alarm systems.

  • The customer understands that the price quoted over the phone or email does not include anything apart from cleaning 

  • Any / All damages must be notified 24 hours in writing after the job has been done 

  • Kuti klean Ltd is not responsible for any damages that may occur if using the customers own equipment whilst cleaning 

 

 

End of Tenancy 

  • Kuti Klean Ltd reserves the right to amend the initial quotation, should the client's original requirements change.

  • If the collection of keys is required from a location outside the postal code area of the cleaning scheduled, £10 (excl. VAT).

  • The customer understands that the price quoted is not a "package deal" and includes only cleaning labour.

  • Minimum duration of 4 hours per cleaning visit applies.

  • Customer agrees to provide a task list and all cleaning detergents and equipment (vacuum cleaner, mop, bucket and portable ladder) required to carry out the service unless other arrangements have been made with Kuti Klean Ltd. All cleaning equipment provided by the customer should be safe and in full working order.

  • Kuti Klean Ltd 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.

  • If the customer does not have cleaning detergents, Kuti Klean Ltd will supply all necessary cleaning detergents for additional £2 per hour. This has to be requested at the time of the booking.

  • Any / All damages must be notified 24 hours in writing after the job has been done 

  • Kuti klean Ltd is not responsible for any damages that may occur if using the customers own equipment whilst cleaning

  • The customer is advised that an end of tenancy cleaning may take double the length of time required for general cleaning. After Builders Cleaning, After Party Cleaning or Badly neglected homes may take up to three times longer than a well-maintained home requiring general cleaning.

 

 

One-Off Cleaning

  • Kuti Klean Ltd reserves the right to amend the initial quotation, should the client's original requirements change.

  • Minimum duration of 3 hours per cleaning visit applies.

  • Customer agrees to provide a list of tasks and all cleaning detergents and equipment needed for the required work unless other arrangements have been made with Kuti Klean Ltd.

  • All cleaning equipment should be safe and in full working order.

  • If the customer does not have cleaning detergents, Kuti Klean Ltd will supply all necessary cleaning detergents for additional £2 per hour. This has to be requested at the time of the booking.

  • If the collection of keys is required from a location outside the postal code area of the cleaning scheduled, £10 (excl. VAT).

  • The customer understands that the price quoted is not a "package deal" and includes only cleaning labour.

  • Kuti Klean Ltd 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.

  • Any / All damages must be notified 24 hours in writing after the job has been done 

  • Kuti klean Ltd is not responsible for any damages that may occur if using the customers own equipment whilst cleaning

  • The customer is advised that a one-off clean may take double the length of time required for general cleaning. Post Construction/ After Builders Cleaning, Post Party Cleaning or Badly neglected homes may take up to three times longer than a well-maintained home requiring general cleaning.

 

 

Carpet Cleaning

  • Kuti Klean Ltd reserves the right to amend the initial quotation, should the client's original requirements change.

  • If the customer has a dog, cat or other hairy pet then an extra 25% charge will be added to the service price due to the extensive amount of animal hair slowing down the cleaning process.

  • If water extraction is required due to flooding 25% extra charge will be added to the service price.

  • If the collection of keys is required from a location outside the postal code area of the cleaning scheduled, £10 (excl. VAT).