Our Terms & Conditions

RUSSELL CLEANING LTD (TRADING AS MR RUSSELL) TERMS OF BUSINESS

Terms and conditions of business


By ordering Mr Russell Ltd's service via telephone, e-mail, fax or post the Customer is agreeing to be bound by Mr Russell Ltd's Terms and Conditions of Service.


1. CLEANING AND MAINTENANCE SERVICES (SERVICES)

1.1 Mr Russell provide a range of cleaning and maintenance services for commercial and domestic properties.

1.2 Our training and working practices are designed to ensure that we comply with all applicable health and safety regulations.

1.3 Our operators usually work in teams of two, but we reserve the right to work in teams of different sizes or singularly.

1.4 All operators will report for duty wearing a Mr Russell uniform.

1.5 Minimum duration of service applies - minimum 4 hours for one-off bookings, minimum 2 hours for weekly bookings with a minimum 3 month commitment, minimum 3 hours for monthly bookings with a minimum 6 month commitment.

1.6 For domestic services only a rough estimate of price can be given over the phone based on a description of the Customer's property. When Mr Russell arrives to carry out the work, we will inform you before we start if we need to amend the initial quotation. If Mr Russell, or the Customer, considers it necessary, we may sometimes attend the premises in person to provide the quotation.

1.7 For all cleaning services the Customer agrees to provide a task list to Mr Russell prior to the commencement of services. Alternatively Mr Russell can suggest a standard task list which the Customer can review and amend as necessary. Inventory checkouts or similar can also be used for this purpose where appropriate.

1.8 If the collection of keys is required from a location outside the postal code area of the scheduled service, an additional charge may apply.

1.9 Mr Russell will not be responsible for triggering any alarm systems. The Customer should give any special instructions for deactivation/activation of any alarm systems.

1.10 The Customer must ensure that amenities such as electricity and hot water are switched on prior to us arriving at the premises. This agreement authorises us to switch them on if this has not been done. We cannot be held responsible for any issues that may arise as a result of us needing to do this.

1.12 If the Customer has a hairy pet such as a dog or cat then it may be necessary to charge a higher rate due to the additional work required and the additional wear and tear to cleaning equipment such as the carpet cleaning machine and vacuum cleaner.

1.13 Mr Russell recommend the presence of the Customer or his/her representative at the beginning and at the end of any cleaning/maintenance session, whereby an inspection can be carried out and if any corrections are required they can be made on the same day.

1.14 All fragile, highly breakable or especially valuable items must be secured or removed by the Customer prior to the service being carried out.

1.15 All carpet/upholstery/mattress/oven cleaning orders are subject to a minimum £30.00 call out charge.

1.16 Mr Russell cannot be responsible for moving any heavy furniture in order to carry out our services, unless by prior agreement and sometimes subject to conditions.

1.17 Due to the nature of our business, although we can always confirm the date we will carry out our services it may not always be possible to state a specific time.

1.18 The Customer understands that parking and congestion charges may apply and where applicable will be included in the quotation. Additional or unexpected expenses incurred during a service, such as the purchase of extra lightbulbs or key cutting will be added to the invoice value.

1.18 The Customer understands that parking and congestion charges may apply and where applicable will be included in the quotation. Additional or unexpected expenses incurred during a service, such as the purchase of extra lightbulbs or key cutting will be added to the invoice value.

1.19 If your scheduled service day falls on a public holiday we may need to liaise with you to re-arrange an alternative date.

1.20 The Customer agrees to provide a safe working environment for our operators, for example safe electrical appliances, securely fixed wardrobes, cupboards, shelves etc.


2. INSURANCE

2.1 Mr Russell Ltd hold appropriate Public and Employer's Liability insurance.

2.2 Copies of our insurance policies can be provided upon request.


3. PAYMENT

3.1 Regular services to private customers - payment must be made on or before the scheduled day of the service by standing order.

3.2 One-off private customers - payment must be made on the day (by cheque or bank transfer).

3.3 Commercial customers - payment should be received within 7 days of receipt of our services unless otherwise agreed with Mr Russell Ltd.

3.2 Mr Russell Ltd reserves the right to suspend services if regular payments are not received for any reason.

3.3 Our preferred method of payment is via bank transfer to Mr Russell.

3.4 Payment can also be made by cash or cheque; please make the cheque payable to 'Mr Russell Ltd'. If paying by cheque, a cheque guarantee card is required and the Customer will be responsible for all bank and legal charges resulting from a dishonoured cheque.

3.5 The Customer understands that any 'late payments' may be subject to additional charges.

3.6 If payment is not received within an agreed timescale then the account will be passed to our debt collection agency, after which a charge of 15% plus VAT on top of the initial invoice due, will be added to the debt. You agree as part of this contract to pay this sum which represents our reasonable cost in collecting the unpaid amount(s).


4. LIABILITY

4.1 Mr Russell Ltd reserves the right not to be liable for:

4.1.1 Completing tasks which are not stated on our task list;

4.1.2 Cleaning or maintenance jobs not complete due to a lack of hot water or power;

4.1.3 The actions of a third party entering or being present at the Customer's premises during the cleaning process;

4.1.4 Any detrimental actions of a third party entering the Customer's premises after the cleaning process, such as builders creating dust;

4.1.5 Wear or discolouring of fabric/carpets becoming more visible once dirt has been removed;

4.1.6 Failing to remove old/permanent stains that cannot be removed using standard cleaning methods;

4.1.7 Existing damage or spillage that cannot be cleaned/removed completely using standard cleaning equipment;

4.1.8 Wear and tear to cast iron and other bathroom suites that may have originally appeared to be dirt or scale but is permanent damage;

4.1.9 Damage to untreated or delicate surfaces or materials caused through cleaning activity, where the Customer has not made us specifically aware of items that should not be cleaned using normal products and procedures.

4.2 If the Customer has items which require special cleaning methods and special cleaning detergents, Mr Russell Ltd reserves the right to refuse the provision of the cleaning detergents. Such items may be excluded from our cleaning schedule, however this will be agreed with the Customer in advance.


5. DATA PROTECTION

5.1 We respect your personal information and undertake to comply with applicable Data Protection legislation in place.

5.2 You agree to the disclosure by us of relevant information to a debt collection agency should we need to pass on your details as per Clause 3.8.


6 CANCELLATION


6.1 REGULAR DOMESTIC SERVICES

6.1.1 The Customer may cancel or adjust the time of a cleaning visit(s) by giving at least 24 hours advanced notice.

6.1.2 The Customer agrees to pay 50% of the quote as a cancellation fee if they cancel with less than 24 hours notice prior to the scheduled appointment.

6.1.3 The Customer agrees to pay 50% of the quote as a cancellation fee in the event of our operators being turned away, such as: no one being available to let them in at the agreed time, no water or power available at the Customer's premises, or problem with the Customer's keys.

6.1.4 If keys are provided they must open the lock without any special efforts or skills.

6.1.5 The Customer may terminate the cleaning contract by giving 2 weeks (14 days) advanced notice in writing and specifying the last cleaning date, or pay the equivalent sum outstanding to terminate before the 14 days. However, if the minimum term of the regular cleaning service has not been completed, the Customer must pay the equivalent sum outstanding in order to terminate the contract.


6.2 ALL OTHER SERVICES:

6.2.1 The Customer agrees to pay 50% of the quote as a cancellation fee if they cancel with less than 24 hours notice prior to the scheduled appointment.

6.2.2 The Customer agrees to pay 50% of the quote as a cancellation fee in the event of our operators being turned away, such as: no one being available to let them in at the agreed time, no water or power available at the Customer's premises, or problem with the Customer's keys.

6.2.3 If keys are provided they must open the lock without any special efforts or skills.

6.2.4 If an initial deposit has been paid to Mr Russell Ltd then the Customer agrees that such deposit funds may be used towards the cancellation fee.


6.3 AFTER CANCELLATION OF THE SERVICE

6.3.1 Cancellation, howsoever occasioned, shall not affect any accrued rights or liabilities of either party.

6.3.2 By entering into a service agreement with Mr Russell Ltd, the Customer agrees that after the termination of the service he/she will not hire or use any services provided by a present or past operator introduced to the Customer by Mr Russell Ltd for a period of at least 12 months from their termination with Mr Russell Ltd. During this period if the Customer wishes to hire or use services provided by such an operator then he/she must pay a referral fee of £500.00 to Mr Russell Ltd.


7. COMPLAINTS AND CLAIMS

7.1 We are confident that we will provide you with a high quality service in all respects. If however you have any queries or concerns about our services or operators, please raise them with either your local Operations Manager or a Company Director.

7.2 Concerns can be raised by telephoning 0845 519 6559, emailing sales@mrrussellgroup.com or made in writing to Mr Russell Ltd, Atlantic House, Imperial Way, Reading, Berkshire. RG2 0TD

7.3 The Customer accepts and understands that any poor service, breakage/damage or theft must be reported within 24 hours from the service date. Failure to do so will prevent the Customer from any relevant repeat clean or compensation.

7.4 If the Customer is not completely satisfied with a service, Mr Russell Ltd will re-clean any areas/items or re-do a task to the Customer's satisfaction, subject to Clause 4. Therefore the Customer must allow our operators to return to the premises within a reasonable timescale to complete the task.

7.5 The Customer understands that he/she is not entitled to any refunds.

7.6 The Customer must be present at all times during any repeat services. Mr Russell Ltd reserves the right not to return to a property more than once.

7.7 Mr Russell Ltd will not accept a complaint based on an Inventory Check Report that is filed more than 24 hours after the service session.

7.8 All fragile and highly breakable items must be secured or removed. Items excluded from liability are: cash, jewellery, the sentimental value of an item, art and antiques.

7.9 Key replacement/locksmith fees are paid only if keys are lost by our operatives. There is a £40.00 per household liability limit.

7.10 In case of damage Mr Russell Ltd will repair the item at its cost. If the item cannot be repaired Mr Russell Ltd will rectify the problem by crediting the Customer with the item's present actual cash value toward a like replacement from a Mr Russell Ltd's source upon payment of services rendered.


8. THIS AGREEMENT

8.1 All formal notices must be made in writing to Mr Russell Ltd, Pinewood Atlantic House, Imperial Way, Reading, Berkshire. RG2 0TD.

8.2 It is the Customer's responsibility to keep their address and contact details up to date with Mr Russell Ltd.

8.3 The terms of this agreement are confidential. Neither Mr Russell Ltd nor the Customer may disclose them without the other's consent unless required to do so by law or an official authority. This obligation also applies to all commercial terms agreed and continues after this agreement ends.

8.4 Where VAT is applicable we will add the VAT to our charge rate at the applicable rate that applies when the work is complete.

8.5 All rights including Trademarks, Copyright and Intellectual Property of Mr Russell Ltd are reserved and may not be used without the prior written agreement from a Company Director.



These terms and conditions shall be governed by the relevant United Kingdom law, and by agreeing to be bound by them the Customer agrees to submit to the exclusive jurisdiction of the relevant courts of the United Kingdom. Mr Russell Ltd reserves the right to make any changes to any part of these terms and conditions without giving any prior notice. Should any of the above clauses change all existing Customers will be notified.


Terms and conditions as 15th October 2009