LIABILITY

BFA reserves the right not to be liable for the following:

Completing tasks that are not stated on our task list.

Cleaning jobs are not complete due to the lack of suitable cleaning detergents and equipment in complete working order, hot water or power.

Third-party entering or present at the customer’s premises during the cleaning process.

Wear or discolouring of fabric becomes more visible once dirt has been removed.

Failing to remove old/permanent stains using standard. Methods cannotcarpet cleaning.

Existing damage or spillage cannot be cleaned/obliterated using the customer cleaning detergents and equipment or standard carpet cleaning equipment.

Any damages caused by faulty or not in complete working order detergents/equipment supplied by the customer.

If the customer has got items that need unique cleaning methods and special cleaning detergents, BFA reserves the right to refuse the provision of the cleaning detergents.

BFA will advise the client to provide the specific cleaning detergents and pass cleaning instructions to the sales advisers when placing the order or give instruction to the present cleaner.

CANCELLATIONS

Forty-eight hours notice is required if the customer decides to cancel or reschedule a cleaning appointment.

Five days notice is required on large jobs if the customer either decides to cancel or reschedule a cleaning appointment.

The customer agrees to pay 35% of the quote as a cancellation fee if the customer cancels or changes the date/time less than 48 hours before the scheduled appointment.

Customer agrees to pay 35% of the quote as a cancellation fee in the event of no access caused by our cleaners being turned away; no one home to let them in; no water or power available at customer’s premises; or problem with customer’s keys.

If keys are provided, they must open the lock without any special effort or skills. If an initial deposit has been paid to BFA L’Nova Ltd, the customer agrees that deposit funds may cover the cancellation fee.

PAYMENTS

Payment is requested on completion on the day of the cleaning session.

A payment retainer is required if the job value is £5000 or more. A 15% deposit of the total invoice value is required five working days before commencement.

Payment can be made via Bacs payments, Bank transfers or Direct Debits

BFA L’Nova Ltd / ta BFA Cleaning | Starling Bank | Sort Code: 60-83-71 | Account No: 80027939 | IBAN: GB91SRLG60837180027939 | SWIFT/BIC: SRLGGB2L.

Projects that require a deposit will be required to pay 15% of the total invoice amount. The deposit taken will be used against the final invoice amount. Payment can be made with a debit or credit card over the phone (This will need to be made in advance).

If payment is made by credit card 5% surcharge will apply. BFA will not share the customer’s card details with any third party.

The Customer agrees that any outstanding amount owed to BFA can be charged from the debit/credit card the customer has provided at the time of the booking.

The customer understands that any ‘late payments’ may be subject to additional charges.

Suppose payment is not made after 30 days of invoice. In that case, the account will be passed to our credit management company, Hilton-Baird collection services, after which a charge of 15% plus vat on top of the initial invoice due will be added to the debt by the late payment commercial debts act 2002.

You agree to pay this sum representing our reasonable costs in collecting the unpaid amounts as part of this contract.

www.hiltonbairdcollectionservices.co.uk

CUSTOMER SATISFACTION

The customer understands that they are not entitled to any refunds.

If the customer is not completely satisfied with a cleaning job, BFA will re-clean any areas and items to satisfaction. Therefore the customer must allow the cleaning team to return.

The customer must be present at all times during the recovery-clean. BFA reserves the right not to return a cleaning team more than once.

The relevant United Kingdom law shall govern these terms and conditions. By agreeing to be bound by them, the customer agrees to submit to the exclusive jurisdiction of the relevant courts of the United Kingdom.

BFA reserves the right to change any part of these terms and conditions without giving any prior notice. All existing customers will be notified if any of the above clauses change.

Please check this website for updates.

INSURANCE

BFA has Public and Employer’s liability insurance. The policy will cover any accidental damages caused by an operator working on behalf of BFA, reported within 24 hours of service date.

There is £450 excess on any claim, of which the customer and £250 pay £200 by BFA.

BFA reserves the right to refuse to share any confidential company’s documents.

COMPLAINTS & CLAIMS

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 the customer to no refunds or recovery cleanings.

BFA requires the presence of the customer or their representative in the beginning and at the end of the cleaning session as an inspection can be carried out and if any corrections should be made on the same day.

If the customer has scheduled an inventory check, it must be prepared to commence no later than 24 hours after the cleaning job has been carried out.

BFA may take up to 3 working days to respond to a complaint.

BFA will not accept a complaint based on an Inventory check report filed more than 24-hours after the cleaning session. Complaints are accepted verbally over the phone and in writing (letter, email or Fax). Complaints must be reported on completion or in the following 24-hours.

All fragile and highly breakable items must be secured or removed. Items excluded from liability are cash, jewellery, items of sentimental value (the customer will be credited with the items present cash value), art and antiques.

Essential replacement/locksmith fees are paid only if our operatives lose keys. There is a £30 per household liability limit.

BFA agrees to keep all customers information confidential.

In case of damage, BFA will repair the item at its cost. BFA will rectify the problem if the item cannot be fixed by crediting the customer with the item’s actual cash value toward a like replacement from a BFA’s source upon payment of cleaning services rendered.

INFORMATION ABOUT US

This site is owned and operated by BFA L’nova Ltd (BFA Cleaning), registered in England at City Reach, 5 Greenwich View Place, London. E14 9NN. Company number 12336849.

To contact us please:

email enquiries@bfa-cleaning.co.uk, or telephone our helpdesk line on +44 (0)207 118 1748.