Terms and Conditions

Terms and Conditions

By accepting an offer and booking a service by phone, email or via the contact forms on our website, the customer agrees to be bound by the following terms and conditions of SV Cleaner Ltd. Registered in London No. 14784424. These terms and conditions are intended to ensure that there is no confusion as to what is included and what is excluded from our service, and to ensure the safety of your property and belongings. If you are unclear about any element, please contact us for clarification.

If you are unclear about any element, please contact us for clarification.
Phone: 07938176567
Email: contact@sv-cleaners.com

What is End of Tenancy Cleaning

This is a specialist, professional cleaning service carried out at the end of a tenancy, after all tenants have moved out, and will help you get your rental deposit back by returning the rental property to the estate agents or landlord/landlady in an acceptable condition. End of tenancy cleaning is not about cleaning a particularly dirty property, but rather about completing a specific list of tasks.

2. Quotes, Pricing and Fees

All prices quoted are exclusive of VAT. The current UK VAT rate is 20%.

Quotes are only given in writing by email. When providing a quote we ask how many bedrooms and bathrooms the property has as these are the rooms which vary from property to property and we assume that the property has only 1 lounge, 1 kitchen and 1 hallway unless the client has stated otherwise in writing.

1. When a client requests a quote, we assume that the rooms in their property are of average UK size, i.e. lounge up to 4.5m x 4.5m, dining room up to 4.5m x 4.5m, double bedroom up to 3.6m x 3.6m, single bedroom/study up to 2.4m x 2.1m, 1 staircase up to 13 steps, hallway up to 1.2m x 3m, landing up to 1.2m x 1.5m, bathroom up to 2m x 2m, utility room up to 2m x 2m, kitchen 3m x 10ft x 3m). If the rooms are significantly larger, the quote is subject to change.

2. We reserve the right to change the initial quote in case the client's initial requirements change or in case the client has provided incorrect or incomplete information. The quote provided for final cleaning is for a property in normal condition.

3. Clients must be available for contact during the cleaning in case we need permission for additional work, items, rooms that were not mentioned, etc. If we do not receive a response from the client within one hour of our initial attempt to contact them regarding the matter, we will proceed with the additional work and the additional fee will be due.

4. Clients agree to provide timely and easy access to the property where the cleaning will be carried out. Any delay to the start time caused by porters or estate agents not providing keys, providing the wrong keys or having jammed locks that cannot be opened without additional effort or tools will be charged an additional £20 for each half hour. The first 15 minutes of any delay will be free of charge as we understand that unexpected situations may arise.

5. We will make every effort to be on time for the agreed cleaning time. If we are late, we will notify the client in writing (SMS, email) as soon as we become aware of the delay. You can be sure that the delay will not take time away from the cleaning service. If the delay is more than 1 hour, the client will be given the option to keep the reservation, reschedule it for another day or cancel it free of charge.

6. If key collection from a different location is required, an additional fee will be charged.

7. Parking, congestion and ULEZ charges are payable separately where applicable. If there is no free parking or paid car parking spaces available near the property, please arrange a visitor parking permit via the local council website prior to the service.

Service confirmation and guarantee

1. To confirm a booking, the customer must agree in writing (by email to contact@sv-cleaners.com). The customer will receive a booking confirmation email to verify the agreement and the selected time slot.

2. Our after-departure cleaning service is fully guaranteed. If something is left uncleaned due to human error, we will be happy to come back and fix it FREE OF CHARGE!

The inventory check must be done within 24 hours of the cleaning being completed, and any missing items must be reported within 7 days of the cleaning in the form of an official inventory report!

The client must submit the official inventory report within 7 days of the service. We promise to arrange a FREE return within 7 days of receiving a claim in the form of an official inventory report. We do not offer refunds!

3. Some letting agents do not allow cleaners to return to the property if there are any deficiencies noted on the inventory report. Please check with your agents if this is the case and arrange for the inventory to be checked at 12:00 if you have chosen a morning cleaning time and at 16:00 if you have chosen an afternoon cleaning time. This way the inventory officer will be present towards the end of the cleaning and if they notice any deficiencies we will be able to rectify them on the spot. We do not offer refunds!

The customer understands that we will not offer free re-cleaning in the following cases:

• If the client or a third party has lived in, used or carried out work on rooms/items in the property after the end of the cleaning service.
• If the client informs us outside the guaranteed 7 day period, we will still be happy to look into it and try to help.
• If the inventory check has not been carried out within 24 hours of the end of the service.
• If the client has not removed their belongings and we do not have access to clean all parts of the property, we will do our best, but there are likely to be complications with the end of the cleaning.

We do not offer refunds; however, we will be happy to assist you in any way possible to ensure you receive the full value of our service!

What is included in the service

Everything that most reputable real estate agents and landlords require at the end of your tenancy. You can check our detailed cleaning checklist.

Cleaning of 1 of each appliance is included in the service (1 fridge, 1 freezer, oven, etc.).

What is NOT included in the service

Secondary glazing, basements, built-in wardrobes, drawers and storage cupboards, storerooms, conservatories, external parts of the property or a thorough cleaning of Venetian blinds and window coverings are not included in the service unless specifically requested by the client and there will be an additional charge for this.

If you require a thorough cleaning of Venetian blinds, external window cleaning or cleaning of balconies, patios and garages, please let us know in advance and we will do our best to arrange this for you at an additional charge.

We DO NOT wash or clean/wipe painted walls or ceilings.

We will do our best to move furniture, provided that all furniture can be easily and safely moved by one person. We do not remove built-in

Cleaning of one appliance of each type (1 single oven, 1 washing machine, 1 fridge, 1 dishwasher) is included in the service. Any additional appliances (e.g. a second oven or grill) will incur an additional charge of £30 + VAT.

If you have a cooker, please let us know in advance and we will provide you with a quote, otherwise we will only clean the largest oven you have and up to 4 hobs at no extra charge.

Cleaning the inside of the inner and outer oven door glass may not be possible. If the design We do not remove cutlery, crockery, pots, pans and kitchen utensils from the kitchen cupboards to clean them inside and put them back in, nor do we wash them. This can be arranged if required at an additional cost.

(1.5.f) The cleaning of one appliance of each type (1 single oven, 1 washing machine, 1 fridge, 1 dishwasher) is included in the service. Any additional appliances (e.g. a second oven or grill) will be charged at an additional charge of £30 + VAT.

(1.5d) If you have a cooker, please let us know in advance and we will prepare a quote accordingly, otherwise we will only clean the largest oven you have and up to 4 hobs at no extra cost.allows and no special tools are required, we will remove the door and clean the inside of the door glass.

Up to 12 kitchen units are included in the service. Each additional unit is subject to an additional charge of £10 + VAT.

If the room has a bathroom with a separate bath and separate shower or includes a double sink, it is classed as a double bathroom and an additional charge of £30 + VAT will apply.

We can only reach the highest point using 2m high reach vacuums. We do not use ladders for health and safety reasons. Please note that for properties where pets have lived, complete removal of pet hair cannot be guaranteed and we will not refund free of charge if a complaint arises regarding pet hair.

The service is not time-limited, we can only give an approximate estimate of the duration of the cleaning, which is based on our experience and the description of the property provided by the client. Please note that the duration may vary, therefore some flexibility is required. Mold and rust removal. Permanent stains on hard surfaces such as wood, stone, tiles, grout, metal.

Fireplace cleaning is not included. The fireplace and hearth front will be wiped down.

Removing paint stains from floors or hard surfaces is not part of the service. We only vacuum and wet clean the floors.

Please note that if the shower is attached to the ceiling or high on the wall, we cannot guarantee that it will be reached and cleaned properly. You can remove it before the service and we will clean all the limescale and dirt. You can then re-install it.

In preparation for the end of tenancy cleaning service

• We kindly inform all clients that before cleaning is carried out, the premises must be completely vacated and all rubbish must be removed from the premises. If this condition is not met, we will do our best to clean everything we have access to, but we cannot guarantee the service and if it is not available, we will not return it free of charge.
• Please ensure that the freezer is defrosted one day in advance, as if it is not, it will be cleaned to the maximum extent possible.
• If there is mold on the bathtub seal or the washing machine seal, or if there is heavy scale build-up in the toilet below the water level, please contact us and we will advise you on what you can do in preparation.
• If the property has delicate surfaces, such as particularly delicate wood, marble, natural stone floors or worktops, it is necessary to inform us in advance and provide the appropriate cleaning products according to the manufacturer's specifications, as well as a list of instructions on how to dilute and use them.
• We need access to hot water, electricity, normal heat and light conditions. If there is no access to hot water and electricity, we could still carry out the cleaning, but the service will not be guaranteed.
• - If the property is furnished, our cleaners will only move small pieces of furniture to clean behind and underneath. For larger and heavier items such as beds, wardrobes, dressers, etc., it is the responsibility of the customer to move these items forward before the cleaners arrive. This policy is in place to ensure the safety of our team and to prevent damage to furniture or property.

If you are unsure whether an item can be moved, please send us photos of the furniture in question and we will confirm whether it can be moved by our team.

• If the client has scheduled an inventory check, it must begin no later than 24 hours after the cleaning is completed. Failure to do so may result in dust on surfaces from airborne dust settling and the inventory check may not be completed.