Terms & Conditions
1.1 ALL CLEANING APPOINTMENTS
1.1.1 If any estimates of how long it will take our operatives to do the job required are being provided this is only an estimate based on the average time it takes to clean a home of similar size to the Customer’s. It is difficult to estimate precisely how long such tasks may take and a degree of flexibility may be required.
1.1.2 Customer agrees to provide a task list and all necessary cleaning materials and equipment needed for the required work, unless other arrangements have been made with Sunshine Cleaning in Berlin. All cleaning equipment should be safe and in full working order.
1.1.3 If Customer does not have cleaning materials and ask Sunshine Cleaning in Berlin to purchase requested items on their behalf, Customer understands that this will be subject to a charge if cost of purchased products plus a €15 collection fee for the agent’s time.
1.1.4 If collection of keys is required from a location outside the apartment building of the scheduled cleaning, a €15 charge will apply.
1.1.5 Sunshine Cleaning in Berlin will not be responsible for triggering any alarm systems. The Customer should give any special instructions for deactivation/activation of any household alarm systems.
1.1.6 Cancellation of a cleaning session needs to be given 24 hours in advance otherwise the full fee is payable.
1.1.7 One-Off/ Spring Cleaning/Tenancy cleaning and After builders cleaning do not include cleaning of: walls, ceilings, curtains, exterior windows, balcony, patio, gardens, washing up, laundry and professional carpet and upholstery cleaning.
1.1.8 Sunshine Cleaning in Berlin reserves the right not to continue with the job if on inspection, it is found that the material to be cleaned or treated is not suitable for cleaning or treatment. Sunshine Cleaning in Berlin also will not continue with the job if for example water or power is not available or if there is interference in the work from the customer or any other person.
1.1.9 The Customer understands that the price quoted includes only cleaning labor.
2.1 Payment is requested on completion on the day of the cleaning session.
2.2 Payment can be made in cash on completion of the service.
3. COMPLAINTS AND CLAIMS
3.1 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.
3.2 Sunshine Cleaning in Berlin requires that if a Customer is not completely satisfied with the cleaning services, Sunshine Cleaning in Berlin is notified within 24 hours. Sunshine Cleaning in Berlin will then re-clean any areas and item/s at the soonest availability. If the Customer has scheduled an inventory check then it must be scheduled to commence before the cleaning agent leaves the premises.
3.3 Sunshine Cleaning in Berlin may take up to 7 working days to respond to a complaint.
3.4 Complaints are accepted verbally over the phone and in writing (letter or e-mail). Complaints must be reported on completion or in the following 24-hour.
3.5 All fragile and highly breakable items must be secured or removed. Items excluded from liability are: cash, jewellery, items of sentimental value, art objects and antiques.
3.6 Key replacement/locksmith fees are paid only if keys are lost by our operatives. There is a €30 per household liability limit.
3.7 In case of damage Sunshine Cleaning in Berlin will repair the item at its cost. If the item cannot be repaired Sunshine Cleaning in Berlin will rectify the problem by crediting the Customer with the item’s present actual cash value toward a like replacement from a Sunshine Cleaning in Berlin’s source upon payment of cleaning services rendered.
4. CLIENT SATISFACTION
4.1 The Customer understands that he/she is not entitled to any refunds.
4.2 If the customer is not completely satisfied with a cleaning job, Sunshine Cleaning in Berlin’s will re-clean any areas and items to customer’s satisfaction.
4.3 Customer must be present at all times during the recovery-clean. Sunshine Cleaning in Berlin reserves the right not to return a cleaner more than once.
5.1 Sunshine Cleaning in Berlin reserves the right not to be liable for:
5.2 Completing tasks which are not stated on our task list;
5.3 Cleaning jobs not complete due to the lack of suitable cleaning materials and/or equipment in full working order, hot water or power;
5.4 Cleaning jobs not complete due to an unreasonable level of dirt of mess present at the client’s premises
5.5 Third party entering or present at the Customer’s premises during the cleaning process;
5.6 Wear or discolouring of fabric becoming more visible once dirt has been removed;
5.7 Existing damage or spillage that cannot be cleaned/removed completely using provided by the Customer cleaning materials and equipment
5.8 Any damages caused by a faulty or not in full working order detergents/equipment supplied by the Customer.
5.9 If the Customer has got items which need special cleaning methods and special cleaning materials, Sunshine Cleaning in Berlin reserves the right to refuse the provision of the cleaning materials. The Customer will provide the cleaning materials, equipment and instruction to the cleaning agent where required.
6.1 ALL CLEANING BOOKINGS
6.1.1 Customer may cancel or adjust the time of a cleaning visit/s by giving at least 24 hours advanced notice.
6.1.2 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.
6.1.3 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.
6.1.4 If keys are provided they must open the lock without any special efforts or skills.
6.1.5 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.
A great deal of our time and resources are put into recruiting and checking the background and experience of our cleaners. Part of our service agreement states you agree not to independently hire any past or present cleaning agents unless you pay our referral fee of €250. This amount is due in full immediately upon personal employment of the staff member, regardless of whether you use them for a recurring or one-time service.
Sunshine Cleaning in Berlin reserves the right to make any changes to any part of these terms and conditions without giving any prior notice.
By placing an order either over phone, email or website, the customer has a verbal or written agreement, and is bound to Sunshine Cleaning in Berlin Terms and Conditions.