SANHYDRO TERMS AND CONDITIONS

  1. Application of These Terms and Conditions

    1.1 Sanhydro provides services based on these terms and conditions. To change them, Sanhydro must write and sign the amendments. Therefore, these terms apply once Sanhydro confirms your booking via our website, email, letter, paper, or phone.

    Definitions

    Company Reference
    “We,” “our,” “us,” or “the company” refers to Sanhydro Limited. We are located at 128 City Road, London, EC1V 2NX. Our company registration number is 12573795.

    Service Definitions
    “Services” include “Mini Clean,” “Medium Clean,” and “Maximum Clean” as detailed on our website. Additionally, we offer any other services described there.

    Client Reference
    “You,” “your,” “the client,” or “the customer” refers to anyone booking our services.

    Pricing & Payment Terms

    Price Changes
    Prices listed on your booking form may change at our discretion. Consequently, we will notify existing customers of any price changes 30 days in advance.

    Service Charges
    Service times are based on one operator and may vary if accompanied. Charges begin when the operator arrives at your address. Additionally, they include five minutes per hour for loading and unloading equipment, up to four hours.

    Payment Options
    You can pay by credit or debit card. For regular cleans, payment is due at least one service in advance. However, for one-off cleans, end-of-tenancy, or deep cleaning, we will charge your card on or around the service day. By booking, you consent to this arrangement.

    Pricing Options
    We offer two pricing options: 1) a regular clean with four consecutive cleans (weekly, bi-weekly, or four-weekly), or 2) a one-off clean, end-of-tenancy, or deep clean. These options appear on the booking form or our website.

    Cancellation / Non-Delivery of Services / Non-Attendance

    Regular Clean Cancellation
    Regular clean rates are lower due to a commitment of four cleans. If you cancel before completing four cleans, we will charge the full one-off rate for the cleans provided. Furthermore, after four cleans, cancellations with less than 24 hours’ notice incur a 100% charge.

    One-Off Clean Cancellation
    We require at least 24 hours’ notice to cancel a one-off clean. If you cancel with less than 24 hours’ notice, you must pay the full service charge.

    Access Issues
    If you fail to provide reasonable access for our staff, we will charge the full cancellation fee.

    Sanhydro Cancellation / Non-Attendance

    Company Cancellation
    We are not liable for delays or cancellations due to circumstances beyond our control, such as fire, flood, strike, or equipment failure. Nevertheless, we will attempt to reschedule the service as soon as possible. If the delay is within our control, we will provide the service at no extra charge at a mutually convenient time. However, we will not cover other losses.

    Refunds

    Service Satisfaction
    We do not offer refunds after the cleaning service is completed. Therefore, notify us within 24 hours if you are dissatisfied so we can resolve the issue promptly.

    Cancellation Refunds
    We will issue refunds only if you cancel with at least 24 hours’ notice and we have received payment.

    Non-Attendance Refunds
    If a cleaner does not attend a scheduled visit and we have received payment, we will issue a refund.

    Distance Contract
    If your booking qualifies as a distance contract, you may cancel within 14 days. However, you cannot cancel if we have already started the cleaning services.

    Working Conditions & Health and Safety

    Safety Protocols
    Our staff will not enter unsafe environments. They will report issues, and you will be charged 100% of the cleaning cost. If you make the environment safe and reschedule, you will pay 50% of the original cost plus the rescheduled clean’s cost.

    Attendance By Staff

    Two Staff Attending
    When two staff members attend, the cleaning time is halved without affecting quality or incurring additional charges.

    Your Property and Our Costs

    Accurate Information
    Provide accurate room details to avoid extra charges. A room is considered additional if it includes a bathroom or extra study, which requires a higher service level.

    Vacant Property Requirement
    The property must be completely vacant before cleaning. Therefore, remove all personal items and furniture.

    Access to Property
    Ensure cleaners have full and unobstructed access at the scheduled time. Remove any barriers to provide clear access.

    Liability for Property Contents
    You are responsible for safeguarding personal belongings and valuables. Consequently, we are not liable for loss or damage to items left on the premises.

    Additional Charges
    If the property is not vacant during the scheduled cleaning, additional charges may apply for rescheduling.

    Legal Compliance
    Ensure the property is vacated according to legal obligations and that cleaning complies with relevant agreements.

    Use of Customers’ Equipment

    Equipment Use
    Our staff has discretion to use company or client equipment, such as hoovers or mops is requested. However, we are not liable for damage caused by your equipment and require full indemnity for such losses.

    Liability & Key Holding

    Key Security
    We ensure your keys’ security. If we lose them, we will make appropriate arrangements. However, we are not liable for delays caused by you.

    Personal Injury
    We do not limit our liability for death or personal injury caused by our negligence.

    Property Damage
    We are not responsible for damage to wallpaper, painted surfaces, carpets, soft furnishings, or leather furniture if cleaned. Similarly, we are not liable for damage to wooden floors if cleaned with a wet mop.

    Complaints & Compensation

    Complaints
    Contact us within 24 hours if you are dissatisfied with our service. We will address your concerns promptly.

    Compensation
    For negligence, our liability is limited to repair or replacement costs, considering the item’s age and condition. We are not liable for profit loss or consequential damages. Email claims to contact-us@sanhydro.com within 24 hours of damage.

    Use of Customer Information

    Privacy Policy
    Our Privacy Policy governs how we use the information you provide.

    Employment of Our Staff by the Customer

    Non-Employment Clause
    You agree not to employ our staff for home services for twelve months after their last service under this contract. Breaching this clause incurs a £1750 referral fee per staff member, compensating our loss and replacement costs.

    Rights of Third Parties

    Third-Party Rights
    Only the parties to this Agreement have rights under the Contracts (Rights of Third Parties) Act 1999 to enforce or benefit from any terms.

    Governing Law

    Jurisdiction
    This Agreement is governed by English Law and the exclusive jurisdiction of the courts of England and Wales.