Terms & Conditions

Our Terms

caution

Brakena Ltd 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 Brakena Ltd Terms and Conditions.

Our Terms and Conditions

Cleaning Services

  1. – The Customer agrees to sign and return the Agreement form to Brakena Ltd within 7 days of placing the order.
  2. – Brakena Ltd reserves the right to suspend cleaning services if there are 2 weekly missing payments or if paperwork is not returned to Brakena Ltd within seven days.
  3. – The minimum duration of 2 cleaning hours applies.
  4. – The 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 Brakena Ltd. All cleaning equipment should be safe and in full working order.
  5. – If the Customer does not have cleaning materials and asks Brakena Ltd to purchase requested items on their behalf, the Customer understands that an applicable charge will be assessed.
  6. – Six months minimum contract length applies to all types of Regular domestic cleaning.
  7. – Cancellation of services needs to be put in writing giving us 4 weeks’ written notice.
  8. – Cancellation of a cleaning session needs to be given 48 hours in advance otherwise the full fee is payable.
    Domestics cleaning
  9. – Minimum of 4 hours per cleaning visit applies
  10. – 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 Brakena Ltd. All cleaning equipment should be safe and in full working order.
  11. – If the Customer does not have cleaning materials, Brakena Ltd will supply all necessary cleaning materials for an additional £2 per hour.
  12. – The Customer understands that the price quoted includes only cleaning labor.
    Payment
  13. – Payment is requested on completion on the day of the cleaning session.
  14. – Payment can be made in cash on completion of the service.
  15. – Payment can be made with debit or credit card over the phone (This need to be made in advance). If payment is made by credit card 4% surcharge will apply. Brakena Ltd does not share the customer’s card details with a third party.
  16. – The Customer agrees that any outstanding amount owed to Brakena Ltd can be charged from the debit/credit card the customer has provided at the time of the booking.
  17. – Customer understands that any ‘late payments’ may be subject to additional charges.
  18. – All payments must be made in Great Britain Pounds.
    Client Satisfaction
  19. – Customer understands that he/she is not entitled to any refunds.
  20. – If the customer is not completely satisfied with a cleaning job, Brakena Ltd will re-clean any areas and items to customer’s satisfaction. Therefore customer must allow the cleaner to be returned.
  21. – Customer must be present at all times during the recovery-clean. Brakena Ltd reserves the right not to return a cleaner more than once.
    Complaints and Claims
  22. – 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.
  23. – Brakena Ltd may take up to 7 working days to respond to a complaint.
  24. – Brakena Ltd will not accept a complaint based on an Inventory check report, filed more than 24-hour after the cleaning session.
  25. – 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.
  26. – All fragile and highly breakable items must be secured or removed. Items excluded from liability are: cash, jewelry, items of sentimental value (the Customer will be credited with the items present cash value), art and antiques.
  27. – Key replacement/locksmith fees are paid only if keys are lost by our operatives. There is a £30 per household liability limit.
  28. – In case of damage Brakena Ltd will repair the item at its cost. If the item cannot be repaired Brakena Ltd will rectify the problem by crediting the Customer with the item’s present actual cash value toward a like replacement from a Brakena Ltd source upon payment of cleaning services rendered.
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