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If you take our Carpet and/or Oven Cleaning together with our End of Tenancy cleaning you get

5% discount

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© 2011 the Blue Hippo Cleaning Services



Terms and Conditions

Blue Hippo Cleaning Services: Terms and Conditions of service




Quality of our end of tenancy cleaning is guaranteed. If you think we have missed something during our end of tenancy cleaning, please point it out to the cleaners before they depart from the property so that the problem can be rectified immediately.  

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Our smart and professional cleaning personnel are hardworking, and know exactly what they are doing so you can just leave them to get on with it.

If you are not entirely happy with our one-off END OF TENANCY cleaning service, let the Company or the cleaners know before they depart from the property so that the problem can be rectified immediately.

These Terms and Conditions apply to the Cleaning Services we provide. By ordering any one of our Cleaning Services, you agree to be bound by these Terms and Conditions set out here.

Before you order for these Services, if you have any questions relating to these Conditions please contact us by calling us on 01223 323 917 or by email at .

All calls to us may be recorded for quality and training purposes.

The Services we offer comply with appropriate UK legislation and are only available to UK residents.

These terms and conditions of service shall prevail at all times over any other terms and conditions that a

client may come up with.

In this document, unless the context otherwise requires, the following definitions shall apply:

“The Company”, “we”, “us” means Blue Hippo Cleaning Services

“Cleaner” means the person or sub-¬contractor engaged by the Company to carry out cleaning and / or

ironing services on behalf of the Company.

“Client” or “Customer” means the person, business or organization, or subsidiary thereof for which the

cleaning and / or ironing services are supplied.

“Client address” means the address where the cleaning and / or ironing services are to be carried out.

“Services” means cleaning and / or ironing services such as: regular domestic cleaning, regular domestic

ironing, office cleaning, commercial and businesses cleaning, contract cleaning, end of tenancy or landlord’s cleaning, after builders cleaning, after party cleaning, carpet cleaning, oven cleaning, spring cleaning, institution cleaning, common areas cleaning, upholstery cleaning, hard floor cleaning, curtain cleaning, rug cleaning, etc.

“Charges or fees”-means payments due to us.

“Minimum period”– a period of time which begins on the date of the first clean and ends on the date of the

last clean three months later.

“Cleaning visit” means the visit to the client address by the cleaner(s) for the purpose of carrying out the

cleaning service.

“Conditions’’ means these terms and conditions.

“Regular Services or Subscription Services’’ means cleaning services that you subscribe to by paying a set

agency fee every month and are supplied to you on a regular basis either on an hourly, daily, weekly, bi-

weekly or monthly basis.

"One-off cleaning Services” means Services which you order on a one-off basis.

“Personal information” means the personal details provided by you to us.

Unless the context requires otherwise, reference to the singular includes the plural and references to the

masculine includes the feminine.

We shall provide the Services in accordance with these Terms and Conditions.

You undertake

To pay the amounts due for the Services in the agreed manner;

That the Personal Information which you provide is true, accurate, current and complete in all respects

To notify us immediately of any changes to the Personal Information either by email or phone.

Not to impersonate any other person or entity or to use a false name.

We reserve the right to modify the price or withdraw, temporarily or permanently, some or all of the

Services. We also reserve the right to change or add to these Conditions from time to time.

Unless you have placed an order and paid for it, or subscribe to any of our cleaning services we shall not be

obliged to supply any service.

We will do our best to provide the Services in a timely and efficient manner but any estimated time frames for the start or for the completion of the Services are estimates only and delays may occur as a result of matters outside our reasonable control.

Our Services are available to individuals who we, in our absolute discretion, consider eligible.

To order for the Services, you must provide your name, phone number, address, email address, payment

details and any other information that we may request.

Your order will be treated as an offer to purchase the Services. The contract will only be conformed when

we take payment or part of the payment from you (which may include debiting your payment method).

The price of the Services shall be our quoted price or the price which we inform you prior to commencing

the services. Our prices are applicable for the stated period only and that VAT will be charged at the

appropriate rate over and above the price we have quoted to you.

You shall provide payment prior to us providing the Services unless otherwise agreed by us in writing.

If you fail to make payment for the regular cleaning service on the due date then, without prejudice to any

other right or remedy we may have, we will be able to do one or more of the following:

Where you subscribe to our regular cleaning services, suspend the provision of the Services to you until

payment has been received and, where you have failed to make payment despite reminders to do so, cancel

the agreement; and or.

Where you have ordered for a one-off cleaning service, cancel the order you have placed with us and charge

you a cancellation fee of £50.00.

In any event, charge you interest (before and after any judgment) on the amount unpaid, at the rate of 5%

above the HSBC Bank rates per calendar month, until payment is made in full (a part of the month being

treated as a full month for the purpose of calculating interest).

You confirm that, where you pay by card, the payment method that is being used is yours.

If you cancel service and you want a refund; any refunds due to you will be paid after 90 days.

By subscribing to the Subscription Services / Regular Cleaning Services you agree to enter into a 3-months

minimum period contract, after which your contract continues automatically on a 3 month-by- 3-month

basis unless terminated by you giving a 30 days’ written notice of your intention to cancel.

However, if an immediate cancellation for a regular cleaning service is required, a one-off fee of £50.00

should be paid to the Agency before the cancellation can be effected.

If client or we end a regular cleaning service agreement before the end of the minimum period, client must

continue to pay all the monthly fees due to the Agency until the end of the prevailing 3 months’ period.

Without prejudice to our rights that we have under the terms of these conditions, we reserve the right to

terminate the provision of the Services to you at any time.

We need to collect personal information in order to be able to provide you with the Services. This personal

information will form part of a record of your dealings with us. We will keep Personal Information given to us by you during your relationship with us. This includes details you give us on order forms or during communications with us.


You agree that we may use and update this information:

To provide you with Services

To recover debts

To prevent and detect fraud

To update our records about you.

To prevent money laundering

To prevent crime and

To confirm your identity.


We may monitor, record, store and use any telephone, email or other electronic communications with you for training purposes, to check any instructions given to us and to improve the quality of our customer service.

If you give us information about another person, you confirm that they have given you permission to provide it to us and for us to be able to process their personal information. You must also confirm that you have told them who we are.

You may send us notices under or in connection with these Conditions:

Via the email at:

Proof of sending does not guarantee our receipt of your notice. You must ensure that you have received a written acknowledgement from us which should be retained by you.

The Services are provided on a commercially reasonable basis. Although we will provide the Services with reasonable skill and care, we make no warranty that the

Services will meet your exact requirements or that they will always be available.

We shall not be liable where we are unable (using reasonable effort) to provide the Services as a result of

any event outside our reasonable control).

Our liability shall not in any event include losses related to any business of a customer such as lost profits.

We will not be liable for any loss or damage caused wholly or mainly by your breach of these Conditions.

Clients are particularly reminded to ensure that their premises’ insurance includes cover for accidental loss

and/or damage caused by a third party working in the client’s premises.

By agreeing to these Terms and Conditions of Service, Client / Customer accept that our accidental loss and

/ or damage insurance is subject to an excess of £250.00 which must be paid for by the claimant before any

claim can be processed.

The company shall not be liable under any circumstances for any loss, damage, delay, costs or compensation

(whether direct, indirect or consequential) which may be suffered or incurred by the client because of late arrival of company cleaners at the service address. The cleaners will always endeavour to be on time for any cleaning visit. However due to traffic and other unforeseen problems, the cleaners may be delayed or the cleaning visit may have to be rescheduled.

68. If either of us cannot do what we have promised because of something beyond our reasonable control such as sickness, lightning, flood, exceptionally severe weather, fire, explosion, war, civil disorder, industrial disputes, acts or omissions of persons for whom we are not responsible, or acts of local or central government or other competent authorities, either party will not be liable.

The scope of the One-off Cleaning Services and the applicable fees will be agreed at the time you place your order for the One-off Cleaning Service you want us to supply.

Unless otherwise agreed in writing, we are only able to provide you with the type of One-off Cleaning Service that you ordered and you have paid for unless otherwise agreed in writing.

Payments for all types of one-¬off cleans (end of tenancy, spring cleans, window cleaning, carpet cleans, oven cleans, builders clean, after party cleans etc.) must be made in advance of Service delivery and at the very latest by the morning of the clean and before any cleaning can be started.

The prices quoted for one-off Cleaning Services are based on the customer’s description of the size and condition of the property, number of rooms and areas that need to be cleaned, the condition of the bathrooms and toilets, kitchen and kitchen appliances, the condition of the floors and carpets etc.

If the description given to us in order to arrive at a quotation is found to be inaccurate or untrue, we reserve the right to adjust the price accordingly. Should we not be able to agree an adjusted price, the cleaner(s) will be limited to doing the work that is enough for the money already paid.

If you want to cancel a booked One-off Cleaning Service, the following fees will be charged:

If you want to cancel with 5 or more days remaining 25% of the money paid will be retained.

If you want to cancel with up to 2- 4 days remaining 50% of the money paid will be retained.

If you want to cancel with 1 day to go or on the cleaning day, 100% of the money paid will be retained.

Electricity, light and hot water are to be supplied by the customer for any cleaning service to take place. If

these utilities are not available, cleaners will withdraw and the cleaning service will be cancelled and money

already paid will be forfeited.

The Company will investigate any complaint raised, and will attempt to resolve it to a reasonable standard.

If the problem is found to require a re-¬clean the client agrees to allow the cleaner (s) back to re-¬clean any disputed areas or items. If the client proceeds to rectify the problem by themselves, or asks another provider to rectify the problem, without giving the Company a chance to rectify the reported problem, the initial complaint shall be void and the Company is exonerated from any claims arising as a result of that problem

The Company reserves the right to deploy as many or as few cleaners in a particular site as the company may be deemed appropriate or necessary. No complains will be entertained in regard to the number of cleaners allocated to a site.

The provisions of our cleaning contracts are not intended to confer any benefit upon third parties and the provisions of the Contracts (Rights of Third Parties) Act 1999 are hereby expressly excluded from this agreement.


Regular cleaning / ironing:

Our regular domestic cleaning service involves general cleaning of kitchen surfaces, cleaning of bathrooms and toilets, dusting and polishing in rooms as necessary, vacuum, sweep and mop floors as needed plus any other cleaning and / or ironing tasks as customer may direct from time to time and inside the house.

Ironing tasks include ironing shirts, dresses, linen, children’s clothes etc. Approximately equivalent of 6-7 shirts / blouses can be ironed within an hour.

In a regular arrangement, the booked time can be shared between ironing and cleaning tasks according to the discretion of the customer. Customer can also decide that the time booked to be used exclusively for cleaning and / or ironing.

All ironing is done in situ and customer is expected to supply an iron box, board and any ironing consumables that the process may require.

Supply of cleaning and ironing services is not available on bank or public holidays. If service is required on such days, customer should contact the agency in advance to book. Acceptance of this is subject to cleaner availability and may involve an enhanced pay.

Our regular domestic cleaning / ironing service is subject to a signed contract of minimum 3 months.

Upon expiry of the first 3 months, the contract will automatically re-new itself every 3 months thereafter.

To cancel a regular cleaning / ironing contract, a domestic client is required to give a 30 days’ notice by

email. Such notice should be timed such that the last cleaning day will be within the last week or fortnight of any 3rd month period.

If immediate cancellation of a regular cleaning / ironing service is required a one-off fee of £50.00 is payable

before such cancellation can be accepted by the Agency.

Our regular domestic cleaning service Customers are expected to stock up on cleaning products, cleaning

materials and cleaning equipment that are necessary for these tasks to be accomplished.

Our cleaners are introduced to clients by Blue Hippo but may, in some cases, be self-employed. They are

well trained and many have years of cleaning experience behind them. Others are part time working mums

who have a few hours to spare in between school runs.

If our Client decides to do away with the agency altogether and instead, employ the cleaner / ironer

directly, the client will be expected to pay a one-off referral fee of £500.00 to the agency immediately. The agency can then bring to an end the separate contract they have with the cleaner. If this fee is not paid the agency may proceed to county court to recover the same. We vet our cleaners before accepting to allocate them to our clients by interviewing them in their homes and by obtaining references from their previous employers.

Some clients may require a DBS checked cleaner / ironer and we can arrange that at a small fee.

Our cleaners are safe to issue a key / entry code / door fob to incase there is nobody in the house to let them in.

Depending on cleaner availability, we can allocate a single cleaner to a property or a team of cleaners

working together.

If we have allocated more than a single cleaner, time you have booked for will be shared equally by the

number of cleaners present.

If for any reason your usual cleaner is not able to attend, we can supply a cover cleaner. If you do not want

a cover cleaner, please let us know as soon as possible.

The cleaners will attend for any number of hours agreed with the company in advance.

The cleaner fees that we have agreed with you should be paid direct to the cleaner on the cleaning day.

If the cleaner does not turn up there is nothing to pay to the cleaner. If we have, instead, sent a cover cleaner

please pay the cover cleaner same amount like you would have paid your usual cleaner.

The company charges a recurring monthly Agency fees per a booked hour. The Agency fee is inclusive of VAT.

Agency fee should be paid to the company bank account in advance by set monthly standing orders by 01st

day of every new month unless agreed otherwise. Agency fee is non-refundable and should be free of any deductions.

Agency fee for the first month is due at the booking stage by electronic bank transfer. Subsequent months’

agency fees are paid via set monthly standing orders. Any overdue agency fees will be sur-charged interest at 5% above HSBC bank lending rates.

In order to set up a standing order in favor of the agency please use our company bank account details below:


Sort code: 40-16-08

Account number: 32-65-81

Account name: Blue Hippo Services


Our liability insurances are up to date at all times however, an excess of £250.00 is payable by the person

claiming before a claim can be processed.


End of tenancy cleaning:

Our smart and professional cleaning personnel are hardworking, and know exactly what they are doing so you can just leave them to get on with it.

Our end of tenancy cleaners is introduced to clients by Blue Hippo, but may, in some cases, be self- employed.

They are vetted for end of tenancy cleaning and therefore safe to operate in the property in absence of the owners or to issue a key to let themselves in and lock up. They come fully equipped to do any end of tenancy cleaning job so you don’t need to stock up on anything.

Unless otherwise agreed our standard professional end of tenancy cleaning service does not include cleaning of extras such as: Curtains, Balconies, Blinds, Patios, External windows, Walls cleaning, Carpets, Upholstery, washing up, Laundering, Rubbish removal and disposal, exterior of the property; such as Gardens, Sheds, Balconies and Garages and neither does it include cleaning of basement rooms or building extensions.

Should any of these extra services be required, we will quote for them as separate work.

Please note that our cleaning services are not normally available on bank and public holidays but special

arrangements can be made by contacting us in advance. This may involve an enhanced pay.

We ask you to provide us with details about your property as accurately as you can.e.g. number of bathrooms, flight of stairs, overall cleanliness condition of the house etc. so that we can arrive at a near accurate quotation.

We use national average room sizes and your description of the condition of the property when calculating the prices over the telephone.

Any estimate of how long it will take to do the job provided by us is only an estimate based on the average time it takes to clean a property of similar size.

Bedroom sizes more than 12 square meters, and living room sizes more than 23 square meters are above standard room sizes and will be surcharged an extra £10.00 either case.

Extra dirty houses or houses that have not been cleaned for many years will attract additional charges.

We reserve the right to amend the initial quotation and price, should your original requirements change, or

should we find out upon arrival that the description given earlier to obtain a quotation does not reflect the

true status of the property to be cleaned.

Should we not be able to agree on an amended price; the cleaners will only clean what is possible for the

amount of money already agreed.

We are not responsible for any existing damage to the client’s property in the form of old

stains/burns/spillages etc. which cannot be removed completely by the cleaning operative using the

industry standard cleaning products and methods.

We will do our very best to make sure that your appliances and fittings are cleaned to a high standard.

However, if they have not been cleaned for many years regrettably we will not be liable for ingrained dirt

that cannot be removed using industry standard chemicals and methods.

Freezers must be defrosted in advance, as the timescales for defrosting will not enable us to thoroughly clean it.

Results of our end of tenancy cleaning service cannot be guaranteed if occupants are still present and living in the property.

You are required to provide the cleaners with a parking permit if it is required for your area, or a free

parking space or pay for metered parking for the cleaner’s vehicle.

The Client agrees to inspect the work immediately after it has been completed and to draw attention to the

Supervisor present if unsatisfied with anything.

The cleaners will carry out any further work to rectify within reason. If inspection is not done at this time

and the customer realises later that they require cleaners to return to the property after they have already left, a one-off fee of up to £41.66 plus VAT per hour will be required.


Sort code: Account number: Account name:

Please note that our cleaning services are not normally available on bank and public holidays but special

arrangements can be made by contacting us in advance. This may involve an enhanced pay.

Customer should not keep cleaners waiting at the property for inspection and payment unnecessarily after they have been informed that the cleaning has been completed. Any waiting of more than 30 minutes will be surcharged £13.32 per half hour per cleaner or part of half an hour thereof.

We reserve the right to refuse any cleaning job if the condition of the property is hazardous to the health and well-being of our Cleaners.

Our public liability insurance is up to date at all times. To process a claim an excess of £250.00 is payable first by the claimant.

In order to confirm a booking, at least 50% of the quoted price should be paid at the booking stage by electronic transfer. The remaining balance (if any) should be paid on the morning of the clean and before the cleaning can commence.


Carpet cleaning:

We carry out standard domestic steam carpet cleaning which removes general dirt. If carpets are

particularly dirty or there are prominent marks, which could be stains, we advise that you let us know in

advance because this may require more time to clean which may translate to more money being charged.


Oven cleaning:

We carry out standard domestic oven cleaning which removes general dirt. If your oven is particularly dirty, we advise you to let us know in advance because this may require more time which may translate to more money being charged.

In a single oven cleaning we clean the inside oven itself plus either 2 wire racks, or 1 wire rack and 1 tray, or 2 trays.

In a double oven cleaning we clean inside the 2 ovens plus either 3 racks or 3 trays or any combination of 3 (either racks or trays).


Curtain steam cleaning:

Curtains steam cleaning is done in situ and it is charged as a separate item. Customer to confirm if the

curtains are half length (window size), or are full length (door size) and the number.

These terms and conditions are subject to exclusive jurisdiction of the laws of England and Wales.