Yenza Terms of Service

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1. Definitions

1.1. In these Terms of Business the following definitions apply: 

“The Company”, “We”, “Us” - means Yenza.

“Cleaner” - means the person or firm carrying out cleaning services on behalf of the Company. 

“Client” - means the person, firm or corporate body together with any subsidiary or associated company as defined by the Companies Act 1985 to whom the cleaning services are supplied by the Company.

“Service” - means the cleaning services carried out on behalf of the Company.

“Cleaning Visit” - means the visit to the Client’s service address by the Cleaner in order to carry out the Service.

"Service Provider" - the person that will be caring out the service such as cleaning or gardening.

1.2. Unless the context requires otherwise, a reference to the singular includes the plural and references to the masculine include the feminine and vice versa.

1.3. The Headings contained in these Terms are for convenience only and do not affect their interpretation. 

1.4 "Regular clients" - Means clients who have a regular service with the company on a weekly basis or bi-weekly basis. 

2. Contract 

2.1 These Terms and Conditions represent a contract between Helping Hands and the Client.

2.2 The Client agrees that any use of the Company’s services, including placing an order for services by telephone, email, text message, website forms shall constitute the Client’s acceptance of these Terms and Conditions.

2.3 Unless otherwise agreed in writing by a director of the Company, these Terms and Conditions shall prevail over any other terms of business or purchase conditions put forward by the Client.

2.4 No variation or alteration of these Terms and Conditions shall be valid unless approved in writing by a director of the Company.

3. Cost

3.1. New Clients, who have signed a weekly service contract with the Company, are charged a quoted amount per hour. There is a minimum of 3 hours per cleaning visit. Please ask for a quote on the contact us section. 

3.2. Ad-hoc and one-off domestic cleans are billed differently to regular services. There is a minimum of 3 hours per cleaning visit.

3.3 The company has the right to change the cost pricing of services as it deems fit. The client will be notified of any changes prior to changes being made.

3.4 Corporate or business cleaning is charged at an individual fee depending on the requirements.  

4. VAT

4.1. All shown prices include VAT at 20%.

5. Equipment

5.1. Cleaning materials (detergents, solutions, towels, cloths, gloves) and equipment (vacuum cleaner, iron, ironing board, mop, brush and broom etc.) must be provided by the Client. All equipment must be safe to operate, in full working order and must not require any special skills to be used for the purpose of cleaning.

5.2. If the Client has equipment that is complicated to operate, the Client must provide clear and detailed instructions to the Cleaner. 

5.3. If the Client does not have cleaning materials or value on utility and laundry cards, and Client asks the Company/company operative to purchase said items on their behalf, the Client understands that a £5.00 service charge will apply and will be added to the cleaning materials bill.

5.4. If the Client requires the use of our equipment and cleaning materials there will be a one-off charge of £40.00 and £2.00 will be added to the hourly rate. 

5.5. A detailed list of cleaning specifications (cleaning tasks) must be provided by the Client to the cleaning operatives prior to service commencing. If only verbal description of the tasks has been provided, the Company shall not be responsible for any tasks not carried out.

6. Payment

6.1 Payment is due to the company from the client prior to service commencement in the form of a major credit/debit card payment. We reserve the right to cancel services without notice due to declined credit card transactions or non-cleared funds.  

6.2 If no payment has been received at the time of completion of the cleaning service, the Client agrees to and authorizes the Company to charge his debit/credit card with the outstanding amount.

6.3 Although greatly appreciated and a powerful way to say ‘Thank you’, the Client understands that tipping is not required. However, if you wish to tip please do so in cash to the staff.

6.4 The Company reserves the right to charge interest on invoiced amounts unpaid for more than 30 days at the rate of 8% per annum above the Bank of England base rate from the due date until the date of actual payment.

6.5 If the Company is forced to refer the Client’s account for collection to a third party then extra costs may be added to the outstanding amount by the debt collecting company. 

6.6 Any bank charges incurred due to a Client’s declined card will be passed to the Client.

6.7 The Company reserves the right to cancel any contract and back charge additional for past services to reflect the balance of the standard rate(s) if any misleading or false information was used to obtain discounted services.

6.8 The Client agrees to and authorises the Company to charge his debit/credit card with any outstanding amounts owed to the Company

6.9 Corporate clients or business clients are required to pay one month in advance. Failure to do so will result in automatic termination of the service. The monthly fee needs to be paid in full before any services are carried out. 

               6.9a If cleaning products are required this is be paid in advance or on agreement retrospectively. 

               6.9b Corporate card details are kept on file in case of retrospective billing and as security. The billing system used to store card details are Stripe.com

               6.9c No funds will be taken from the client's card or account without previously informing the client.

                6.9d All outstanding invoices are to be paid within 14 days of receipt. 

7. Refunds

7.1. No refund claims will be entertained once the cleaning service has been carried out.

7.2. Refund will be issued only if the Client has cancelled a cleaning visit within the allowed time (48 hours) prior to the start of the cleaning session and payment has been already taken by the Company. 

7.3. Refund will be issued if a cleaning operative does not attend a cleaning visit, payment for which has been already collected by the Company.

8. Cancellation

8.1. There is a minimum £26.00 late cancellation/lock-out fee for cancelling or rescheduling a visit with less than 48-hour notice for private non-contract Clients. The same fee applies if the cleaning operatives are unable to gain access to the Client’s home, through no fault of the Company.  For Busines or corporate client, the minimum daily rate will be charged. 

8.2. The contracted Client agrees to pay the full price of the cleaning visit, if: a) The Client cancels or changes the date/time less than 48 hours prior to the scheduled appointment; b) The Client fails to provide access to the service premises thus preventing the Company to carry out the booked work; c) There is a problem with the Client's keys and the cleaning operatives cannot let themselves in. If keys are provided they must open all locks without any special efforts or skills. d) corporate clients need to give a minimum notice period of 2 weeks to cancel any appointments. 

8.3. If the Client needs to change a cleaning day or time the Company will do its best to accommodate him. A minimum of 48 notice is required. Please note that the Company cannot guarantee that the same operative will be available on a new day and at the time the Client requires. Any changes in the cleaning schedule are subject to availability.

8.4. The Company’s cleaning operatives work on any day of the week including Bank Holidays. If the Client’s cleaning visit is due on a Bank Holiday and he hasn't called or e-mailed the Company to cancel the visit 48 hours prior to the start of the cleaning session, the Client agrees to and understands that the regular amount due for that cleaning visit will be charged regardless of whether the cleaning operative has cleaned the Client’s property or not. 

9. Termination Of Contract

9.1. The Private Clients who have regular cleaning (weekly, or bi-weekly ) may terminate the cleaning contract by giving 2-week prior notice. 

9.2  Charity, Corporate or business clients are required to give one month written notice of termination of services. 

10. Employment Referral Fee

10.1. The Client is liable for an employee referral fee of £300.00 per person, should he directly employ (either legally or on a cash basis) anyone currently employed/sub-contracted by the Company, or employed/sub-contracted by the Company within the 1 year period prior to such employment.  The Client agrees to pay this fee whether he notifies the Company of his action or the Company discovers this employment independently at any time after it occurs.  The Client further agrees to reimburse the Company for any and all collection or legal fees the Company incurs in collecting this fee.

11. Claims

11.1. The Company’s public liability insurance will cover damages caused by a cleaning operative working on behalf of the Company up to £1,000,000.00. All claims are subject to an excess of £250.00 payable by the client. Damage caused by the use of abrasive products or the use and spillage of bleach is not covered. We do not provide cover for accidental damage for the first £250 of any loss. Please make your own insurance arrangements for the excess.

11.2. The Client agrees that due to the nature of the service the Company guarantees only to correct any problems reported within 24 hours. If a problem occurs on a Saturday it must be reported by Monday 12:00 in order to be accepted as a valid claim. Failure to do so will entitle the Client to nothing. The Company may require entry to the location of the claim within 24 hours to correct the problem. Any refunds or adjustments must be requested to the Company directly and subject to approval by the Company. 

11.3. The Client waives his right to stop payment on his credit/debit card charge unless the Company fails to make good on the guarantee shown in part 15. 

11.4. While the Company operatives make every effort not to break items, accidents do happen. For this specific reason, the Company requests all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and /or not cleaned by the cleaning operatives. 

11.5. The Company shall not be responsible for damage due to faulty and/or improper installation of any item. All surfaces (i.e., marble, granite, etc.) are assumed sealed and ready to clean without causing harm.

11.6. No claims shall be entertained if the Client has an outstanding balance aged more than 15 days.

11.7. Any attempt to commit insurance fraud or any use of false information to commit any type of fraud will be prosecuted to the fullest extent of the law together by the Company and the Insurance Provider(s). Monetary compensation, as well as legal fees, may incur.

11.8. Key replacement/locksmith fees are paid only if keys are lost by our operatives. There is a £30 per location liability limit.

12. Complaints

12.1. All complaints must be received in writing by or email or text. 

12.2 All complaints need to be made within 48 hours of a service

12.3. If the Client is unpleased with a currently occurring service, the Company asks that the Client notifies the Company as soon as he notices anything that might be to his dislike by calling 0770 350 2574. Please do not wait until the service is ending.

13. Liability 

13.1. The Company shall not be liable under any circumstances for any loss, expense, damage, delay, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Client arising from or in any way connected with the late arrival of Company operatives at the service address. The Service Provider of the company endeavours to be right on time on any visit but sometimes due to transport related and other problems which are beyond the Company’s control, the Company operative’s may arrive with a delay or the cleaning visit may be rescheduled.

13.2. The Company shall not be liable under any circumstances for any loss, expense, damage, delay, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Client arising from or in any way connected with :

1. A cleaning job not complete due to the lack of suitable/enough cleaning materials, lack of hot water or electricity, or equipment not in full working order; 2. A third party entering or present at the Client’s premises during the cleaning process;

3. An existing damage to Clients property in the form of old stains/burns/spillages etc. which cannot be cleaned/removed completely by the cleaning operative using the Client’s cleaning equipment and materials and in accordance with the industry standard cleaning methods as described in the Company’s method statements;

4. Any damages caused by faulty/not in full working order equipment or materials supplied by the Client;

5. Any damages worth £50.00 or less.

13.3. The Company shall not be liable under any circumstances for any loss, expense, damage, delay, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Client arising from or in any way connected with the Company carrying out services for the Client if the Client has an outstanding amount aged 30 days or more from the date the payment was due. 

13.4. We record all incoming and outgoing phone conversations for quality control, record keeping and back-referral for any inquiries or investigations.

14. Supplementary Terms

14.1. If the Client requests keys to be collected by the Company’s operatives from a third party’s address outside the postal code of the serviced address then a £10.00 charge will apply. The charge will cover only the pick up of keys. If said keys need to be returned back to the third party’s address or any other address another charge of £10.00 will apply.

14.2. The Company reserves the right to reevaluate rates at any time should the Client’s initial list of tasks changes. 

14.3. The Company reserves the right to amend the initial quotation, should the Client's original requirements change. Differences in excess of 10% will be discussed with the Client prior to the start of the work.

14.4. If any estimates of how long it will take the cleaning operatives to complete the job are being provided those are only estimates based on the average time it takes to clean a home or an office of similar size to the Client's, it being difficult to calculate precisely how long such tasks may take and that a degree of flexibility may be required. Please note that one off cleans may take longer to complete due to longer intervals between cleaning sessions, number and type of cleaning tasks required when compared to the regular maintenance cleaning of the same property.

14.5. The Client understands that the price he has been quoted is not for a "package deal" and does not include anything apart from labour.

14.6. The Company shall arrange an immediate replacement should an operative not attend a scheduled visit, and will inform the Client prior to the visit. 

14.7. Post Construction Cleaning (Builders Cleaning), Event Cleaning or badly neglected homes may take up to three times longer than a well-maintained home requiring general cleaning. Therefore the Company advises the Client to ask for our specialist cleaning services: Builders Cleaning or Event Cleaning.

14.8. The cleaning operatives are not allowed to hand wash any items of clothing belonging to the Client. The Company advises that our operatives can only use a washing machine for such tasks. 

14.9. All fragile and highly breakable items must be secured or removed.

14.10. The cleaning operatives are not allowed to use and work with bleach or bleach containing products. The Company advises the Client to avoid supplying such products to the cleaning operatives. The Company shall not be liable under any circumstances for any damages to the Client’s property caused by bleach/bleach containing products. 

14.11. The Company reserves the right to make any changes to any part of these Terms and Conditions without giving any prior notice. The Company may add to or alter these Terms and Conditions from time to time and any alterations or additions will apply to new business but not to existing contracts. Please refer to your copy of these Terms and Conditions.

14.12 The Company advises clients to not give service providers their house keys to keep. We advise to either leave a key in a safe place or with a neighbour or install a lockbox or key box. The Company will not be held responsible for lost or misplaced keys as a result. 

14.13 All Service providers are self-employed individuals and as a result, are not employed by The Company. They are responsible for their own self-assessment and PAYE and registration with the HRMC. 

14.14 If a property has not been cleaned in 60 days and requires a deep clean and the company has not been informed there will be a surcharge on the service of an additional £3 per hour.  This subject to the companies discretion. 

15. Our Guarantee

15.1 The Company has built it's business and reputation by providing its clients with the best possible cleaning service providers available. Still, the Company realises, that because its operatives are human beings, they sometimes make mistakes. For this reason, the Company offers you a guarantee. If the Client is not satisfied with the cleaning standard of certain areas after the cleaning, the Company’s operatives will come back to the Client’s home and re-clean those areas free of charge. In order for this to happen the client must supply either clear photos or video and a written list of what needs to be attended to or be present to instructed where the cleaning has failed. If this is not supplied the cleaner can still return but if the client is still not satisfied with the fact the company will not return and no refund will be issued. 

16. Referral Credit

16.1. Any Client of the Company will receive a one-time credit of one hour clean for referring to another Client. Credit will be issued after new Client has been serviced 4 times.

17. Law

17.1 These Terms are governed by the laws of England and Wales, and are subject to the exclusive jurisdiction of the Courts of England, and Wales.

18. About the company

A Helping Hands Service LTD trades as Helping Hands & Mothershelp.uk

The company registration number is 10448533

19. Corporate, Business or Charity clients 

Payment:

Corporate clients or business clients are required to pay one month in advance.

Or if a business card is registered with us the invoice will be deducted a week in advance. 

Failure to pay will result in automatic termination or suspension of the service.

The monthly / weekly fee needs to be paid in full before any services are carried out. 

               19a  If cleaning products are required this is be paid in advance or on agreement retrospectively. 

               19b Corporate card details are kept on file in case of retrospective billing and as security.

The billing system used to store card details are Stripe.com

               19c  No funds will be taken from the clients' card or account without previously informing the client.

                19d All outstanding invoices are to be paid within 14 days of receipt. 

 

Service providers and corporate clients: The client accepts the fact that all service providers are self-employed subcontractors and the company acts an agency in recruiting the service providers. If a service provider is seen as not a suitable fit for the company due to a variety of reasons such as theft, commitment to work, honesty, timekeeping, quality of work, the company will advise the client that the service provider will no longer be attending the job and a new replacement will be found. If however, the client feels they would like to take the service provider on privately, a fee of 8% of the total annual fee of the job that would have been billed to the client will be charged to the client (or a minimum fee of £500 - whichever is greater )- this is then payable by the client. Thereafter the company will no longer be liable for any dealings with this particular service provider and the companies insurance will no longer cover the service provider. 

Termination of service with the company: Charity, Corporate or business clients are required to give one month's written notice of termination of services. 

20. End of Tenancy cleaning

We guarantee a return clean with every service if you are not entirely happy with the service or your Landlord or estate agent or inspection is not satisfied with the standard of clean. However, the following needs to be ensured that this is possible.

20.a. A clear list of what is not satisfactory accompanied by clear photos or videos so that a comparison can be made. If this is not possible a representative needs to be on site to give clear instruction as to what is needed and needs to be there when the cleaner leaves the property to re-inspect the property.

20.b The client needs to report his dissatisfaction within 48 hours of service having been completed. After 48 hours the company will no longer be liable for a return or refund. Only what is listed on the list will be cleaned - there will be no returning after the second visit. The client is entitled to one return and only items stipulated on the list will be cleaned no additional items will be cleaned once the list is completed. 

Limitations and expectations:

20.c White goods, ovens, hobs and any item in the property at the time of the clean that are old and difficult to clean will be cleaned to as high standard as possible but we do not take responsibility for restoration to the original new condition. If an item is soiled, tarnished or damaged before the clean and it is discovered during the clean the company cannot and will not be held liable for the condition of it. It will be cleaned to a reasonable domestic standard. The company does not use abrasive chemicals when cleaning hence only what is domestically suitable will be used to clean - if domestic cleaning products cannot clean the item in question then the company is not liable to clean it further. 

20.d If someone returns to the property in between the clean the client's inspection the company will not be obligated to return to the property to do a re-clean if clean has been tarnished by the person entering the property - this includes plumbers, movers, builders, and decorators. 

20.e Please see our list of cleaning instructions each service provider has to adhere to. 

20.f Service providers will only clean where they can reach or with telescopic arms. They are not permitted to stand on any unstable surfaces to clean this includes ladders, cabinets, tables or chairs. 

20.g The windows of the property will be cleaned on the inside of the property only. Windows on the outside of the property will not be cleaned unless previous instructions have been given and our specialist window cleaning team has been instructed to attend. 

20.h The service providers will only clean what is inside of the property - no cleaning is to be done on the outside of the property. No gardening is to be done or patio's to be cleaned or driveways. No external windows will be cleaned. If this is required this needs to be stipulated and will be an additional fee. 

20.i The property needs to be empty. If there are items left on site we will not be held responsible for their damage or removal. End of Tenancy properties are described as properties that have been vacated and no one is living. If movers or Tenants are still moving from the property the clean will not take place as this makes for a very difficult clean and poses a health and safety risk for the cleaners and client. The client will still be held liable for the full payment of the clean. The client is entitled to 30 minutes delay time if movers are still moving. 

20.j Items left on site in cupboards or in the fridge, freezers, washing machines, dishwasher or ovens will be discarded. Cupboards should be emptied. Fridges are to be unplugged/switched off and defrosted prior to arrival. The company will not be held responsible for un-defrosted fridges. Failure to have cupboards and fridges emptied will result in a £35 additional fee charge. 

20.k If an oven is badly soiled the cleaner will clean it to as high a standard as possible - if the oven has not been cleaned in over a 2 months additional cost will apply and this will need to be stipulated before the clean takes place. On a general end of tenancy clean, the oven will be cleaned to a high standard but if it is overly soiled the cleaner will do their best but there is no guarantee to return to re-clean the oven if it is not perfect. If an oven is beyond general industry domestic cleaning a specialist oven cleaning team will be deployed if the client deems so. However, this will be an additional cost to the client. 

20.l Breakage - while every effort is made to ensure no damage or breakage happens while on a job. Accidents do occur. Depending on the level of damage the company will endeavour to replace like for like. If the damage is in excess of £50 the client may utilise Yenza Ltd insurance policy. In line with all other insurance policies, there is a £100 - £250 excess with all claims. As all our service providers are contractors they are insured as service providers under our accidental damage policy. However, in line with all other insurance policies, there is a £100 excess with all claims payable by the client.

The client is welcome to utelise Yenza's insurance policy or their own household insurance. Yenza is not liable for the insurance excess. 

20.m The client is responsible for making sure the cleaners have access to the property at the agreed time - failure to supply keys or open the property will result in a shortened cleaning cycle and certain items will not be cleaned as a result. Full payment will still be required. Failure to supply entry to the property will result in cancellation of the clean and full fee's still apply. The cleaner will wait 30 minutes before leaving the property if they have not gained access after this time they will leave the property and abandon the job. The full fee still applies. 

20.n Properties that are in very poor condition and have deteriorated due to neglect either by tenant or landlord will require extra attention. This is to be brought to the companies attention and an additional fee will be charged in order to guarantee and return clean if there are snags. The company will not be held responsible for a poorly deteriorated property not being able to be restored to its former state. If there are problem areas in the property the client is obligated to disclose this to the company - if this is not disclosed the problem area will not be cleaned unless prior agreement is made. The company will then not be held liable if this notice is not given. If notice is given the company will be liable. 

20.o If the Client requests keys to be collected by the Company’s operatives from an address outside the postal code of the Client’s address then a £10.00 charge will apply. The charge will cover only the pickup of keys If said keys need to be returned back to the pickup address or any other address or a charge of £10.00 will apply

20.p All fragile and highly breakable items must be secured or removed. The Client shall ensure that all valuables are stored away when work is carried out and that the property is supervised by the Client or his representative at all times during the course of the work. The Company shall not be responsible for the Clients failure to comply with this obligation.

20.q The customer must ensure that all belongings are completely moved out – an additional £35 may be charged if this is not the case.

Payment:

20.r Payment is to be made in full 48 hours before the service takes place. A 50% deposit will be taken at the time of the booking to secure the service. If the deposit is not paid the booking will be cancelled. If the final amount is not paid within 12 hours of the booking, the booking will be cancelled. A minimum cancellation period for cancelling the booking is 48 Hours - the cancellation of booking after this time will result in your deposit being used for cancellation fees. Your deposit will not be returned if you cancel with less than 48 hours to your booking or if you fail to complete payment 12 hours prior booking.

 

 
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Yenza Ltd​

Servicing: London & Surrey & Hampshire

27 Old Gloucester Street, London, WC1N 3AX, UK,

0203 858 0189

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