Definitions

“We”, “our”, “us”, “the company” or “Sanhydro” shall mean Sanhydro Limited whose registered office is at 71 Crown Meadow, Slough, Berkshire, SL3 0LJ – company registration number 12573795.

“Services” shall mean “Mini Clean”, “Medium Clean”, and “Maximum Clean”, as defined on our website, or any other services provided by the company.

“You”, “your”, “the client” or “the customer” shall mean any person, persons, partnership or company that places a booking with the company for the provision of its services,

Pricing & Payment Terms

The prices of our services are set out on your booking form and are subject to change in the company’s entire discretion. Existing customers will be given 30-day’s notice of any price changes.

The suggested times for services are based on a sole operator, and may be varied where the operator is accompanied.

Visits to the customer’s premises shall be deemed to commence when the operator arrives at the customer’s address and shall continue for the purposes of calculating our charges notwithstanding any delay or failure to provide access by the customer.

The suggested times for all visits shall be deemed to include five minutes for each hour for the purposes of loading and unloading equipment from the operators vehicle. This shall apply for each hour up to the first four hours of each visit to the customer’s premises.

Payment may be made by credit card, debit card. For regular cleans, payment must be made to Sanhydro at least one service in advance. For one-off cleans, end of tenancy or deep cleaning, your credit or debit card provided at the time of booking will be charged on or about the day of service. By placing a booking, you agree that we may use your credit or debit card details provided for this purpose without further authority.

Two prices shall be given at the time of booking, based on: 1) a regular clean comprising of four consecutive cleans which take place weekly, bi-weekly (fortnightly) or four-weekly, or 2) a one-off clean, end of tenancy or deep clean. These are mentioned on the booking form via our Internet website or in paper form.

Cancellation / Non Delivery of Services /Non Attendance

4.1 Regular Clean Cancellation: Regular cleaning prices are set lower than the one-off cleaning process on the basis that at least four cleans will be provided. If the service is cancelled before four cleans have been provided, those cleans which have taken place will be charged at the full one-off Cleaning rate. After four cleans have been provided, cancellations of further cleans will be charged at 100% of the rate of service due where less than 24 hours’ notice is given.

One–off Clean Cancellation: Not less than 24 hours’ notice is required to cancel a one-off clean. The full service charge shall be payable if less than 24 hours’ notice of cancellation is given to the company.

4.2 If s a result of your failure to make reasonable arrangements for the company’s staff to gain access to your property to perform any regular or one-off clean, you will be charged the full cancellation fee.

Sanhydro Cancellation / Non Attendance

4.3 The company will not be liable for any delay to or cancellation of the services caused by circumstances beyond its control (including but not limited to fire, flood, strike, and exceptional traffic circumstances, lack of adequate power or breakage or failure of machinery or apparatus). In such circumstances the will use its best endeavour’s to arrange an alternative time suitable to both parties for the performance of its services. Where the company fails to carry out an agreed service due to circumstances within our control, our liability shall be limited to providing the agreed service at no additional charge at a mutually convenient alternative date and time and in no event shall the be liable for any other losses including loss of profit or consequential loss.

Refunds

5.1 No refunds will be made once the cleaning service has been performed. If for any reason the Client is dissatisfied with any aspect of the service provided they must notify the Company within 24 hours so that the complaint can be investigated and the service rectified if necessary.

5.2 Refunds will be issued only if the Client has cancelled a cleaning visit not less than 24 hours before the start of the cleaning session and a payment has been already received by the Company .

5.3 Refunds will be issued if a Cleaner does not attend a cleaning visit, payment for which has been already received by the Company.

6.1 Where a booking constitutes a distance contract pursuant to the Regulations, you will have the right to cancel the contract within 14 days of the formation of the contract, but you will not have the right to cancel the contract in the event that the company has commenced the cleaning services.

Working Conditions Health and Safety

7.1 To protect our employees and agents, they are instructed not to enter an environment they consider to be unsafe, dangerous to health, or inoperable for any reason. They are, however, instructed to withdraw from the premises and to report the problem to the company. In this event the customer will be charged 100% of the cost of the clean. If the cleaning is rescheduled (after the environment has been made safe), the customer will be charged a fee equivalent to 50% of the cost of the original clean together with the cost of the rescheduled clean.

Attendance By Staff

8.1 Where there are two staff attending a property the cleaning time stated for that service shall be halved, this does not affect the quality of cleaning of the property and you will not be charged additionally.

Your Property and Our Costs

9.1 The Client undertakes to act with integrity when choosing the amount of rooms in the home. We reserve the right to charge an additional rate amounting to the normal rate of a service undertaken upon discovery of inaccurate information provided. A property is deemed to have an additional room where there is one bathroom or additional study per bedroom, therefore the Client will need to purchase a greater service.

9.2  The following terms apply to cleaning of a property at the end of a tenancy, and must be adhered to by both the cleaning service provider and the tenant or landlord.

Vacant Property Requirement

9.3 The property must be completely vacant at the time of cleaning. This means that all personal belongings, furniture, and any other items must be removed from the premises prior to the scheduled cleaning appointment.

Access to the Property

9.4 The tenant or landlord must ensure that  cleaners have full and unobstructed access to the property at the scheduled time of cleaning. Any barriers to access, such as locked gates or doors, must be removed to allow the cleaning team to perform their duties.

Liability for Property Contents

9.4 The tenant or landlord is solely responsible for removing and safeguarding any personal belongings, valuables, or sensitive items from the property prior to the cleaning appointment. The cleaning service provider will not be held liable for any loss or damage to such items left on the premises.

Additional Charges

9.5 In the event that the property is found to be not vacant at the time of the scheduled cleaning, additional charges may apply for the inconvenience and rescheduling of the cleaning service.

Compliance with Legal Requirements

9.6 The tenant or landlord must ensure that the property is vacated in accordance with all legal and contractual obligations, and that the cleaning service is carried out in compliance with any relevant agreements or regulations.

Use Of Customers’ Equipment

10.1 Our staff are under strict instruction not to use any personal equipment provided by customers on their premises other than hoovers and mops, dustpan and brushes and brooms. However, if the customer insists on their equipment being used by our employees, the company shall not be liable for any loss or damage caused arising from the use of the customer’s equipment and the customer shall give the company full indemnity against all and any such loss or damage.

Liability Key Holding

11.1 Sanhydro undertakes to provide absolute security for your keys at all times. In the unlikely event of any keys being lost by Sanhydro, we will make appropriate arrangements as soon as reasonably possible. Sanhydro shall not be liable for any loss or damage as a result of a delay caused by the customer.

Liability for death or personal injury

12.1 Nothing in these terms and conditions or our contract with you shall limit or exclude Sanhydro liability for death or personal injury caused by the company’s negligence.

Liability for customers’ property

13.1 The company accepts no responsibility for fading of or damage to wallpaper, painted surfaces, or to carpets and soft furnishings, or leather furniture if specifically asked to clean them. Nor do we accept responsibility for damage to wooden floors if we are asked to clean them with a wet mop.

Complaints

14.1 If you are dissatisfied with the service you have received from Sanhydro, you must contact us within 24 hours. We will endeavour to ensure that all your concerns and complaints are resolved quickly and amicably.

Compensation

15.1 If damage or loss has occurred as a result of negligence, the liability of Sanhydro shall be limited to the repair or the replacement cost of the item, taking into account its age and condition. Sanhydro shall not in any event be liable for any loss of profit or consequential loss. The company’s liability for damage to property shall be limited to and not exceed the total cost of the services provided on the day or during the relevant period.

15.2 Any claim for compensation must be emailed to contact-us@sanhydro.com as soon as possible and in any event within 24 hrs of the damage occurring.

Use of Customer information

16.1 How and for what purposes the company may use the information you provide to us is governed by our Privacy Policy.

Employment of Our Staff by the Customer

17.1 You agree and undertake not to employ or engage any of our staff to clean or engage in any home related services for you for twelve months from the last time that member of staff cleaned for you under this contract for services.

17.2 You acknowledge that a breach this undertaking will cause us loss and you further agree to pay a referral fee to us for each such member of our staff of £1750 which both you and the company recognize is a genuine measure of our loss of profit and the cost of finding and training their replacement. All and any such compensation shall be paid without deduction within seven days of the date of demand.

Rights of Third parties

18.1 A person who is not a party to this Agreement has no right under the Contracts (Rights of Third Parties) 1999 to enforce any term of, or enjoy any benefit under, this Agreement.

Governing Law

19.1 This Agreement shall be subject to English Law and to the exclusive jurisdiction of the courts of England and Wales.