Terms and Conditions

By becoming a client of VIP Cleaning York, you automatically agree to abide by the terms and conditions set out below. Minimum charge call out charge is just £28

T's & C's

  • Client expectations must be realistic. When performing standard cleaning, we offer excellent results. However, it is still standard cleaning, not deep or end of tendency style cleaning to create show home results. These services costs vastly more and take a lot longer to complete. Even though we perform standard cleans to a very high quality, the time frames do not allow us to create perfect areas within the home. Standard cleaning is a maintenance program to keep client's homes clean and tidy so that they do not need to do such an in depth level of weekly cleaning themselves. If a client would like certain areas to receive more attention then we can increase their cleaning time to achieve this. Home cleaning is very different to other forms of cleaning, such as hotel rooms etc. Hotel rooms are cleaned every day from the first day of use, and have no client's personal items, whereas home cleaning only occurs one a week or fortnight with lots of personal items to move/clean. Homes carry a build up of hair and dust particles which are dislodged into the air when cleaning. Even though we aim to provide the highest of standards, small hairs and dust particles may settle on certain noticeable areas that attract dust after we have cleaned and left the room. These areas include black surfaces, sinks, toilets, baths and showers. We carry out check backs as often as is feasible, however, clients should accept that settling hairs and dust is out of our control and that that job has been completed to a high standard prior to this occurring.  Homes vary from week to week. If one week the home requires more attention, all areas may not be completed to the usual high standard when the home is cleaner/tidier. We do get very good results for standard cleaning, however we do have time limits and this has to be taken into consideration.
  • When covering an employee's job or performing our quality checks on a client's home, either while the VIP housekeeper is at the premises or shortly after they have finished the job, we will always do some extra complimentary cleaning to freshen the home to a deeper clean standard.
  • Note that on an initial clean we can allow up to 6 hours (3 hours each) which is generally enough time for most homes. However, some homes may require the initial clean to be split into 2 sessions depending on how much work is required before standard cleaning can commence. We always know better once the first job has begun.
  • When performing a regular, mid or deep clean, tough and ingrained stains such as spills, limescale, mould, built up mineral deposits on shower screens, tough dried on stains on floors, ingrained stains on carpets etc, are not guaranteed to be completely removed. 
  • Large and heavy items such as beds and wardrobes and large heavy couches will not be moved during a clean. Most couches and tables will be moved for a deeper clean during our 'deep cleans' but may be limited during a standard clean.
  • Standard cleans will be completed as thoroughly as possible within a reasonable time limit. Elements such as high dusting, skirting boards and edges of carpets/hard flooring are completed when spot checking and as much as time allows. 
  • A certain amount of windows and window blinds (slat style) around the home will be polished and dusted during a standard cleaning, however interior window cleaning/full blind cleaning can be added onto a clean at extra cost if required by the client. 
  • TV screens are dusted on every occasion, however it is wise not to use water on TV screens too often. TV screen smears and marks are not guaranteed to be removed during cleans although we try our best while trying to do this safely.
  • It is the responsibility of the client to ensure that wall fixable items such as photos, painting, mirrors etc, are securely fixed onto the wall. We take every care when cleaning all items within a home, however, if wall fixtures are not sufficiently secured, VIP Cleaning York cannot be held responsible for any damages caused to these items or items damaged by these wall hangings if dislodged.
  • Baths and showers will be left wet in certain areas. Please be careful when using these facilities shortly after our clean.
  • If a bathroom does not have a toilet brush, we may leave one in that bathroom for us to use. Please leave this in the bathroom as we are unable to carry one around with us for hygiene reasons. If removed, toilets may not be cleaned properly.
  • Some floors may be damp after mopping. Please be wary of this fact and careful on these surfaces.
  • Bins will be emptied if the bin is at least half full, otherwise it will be left which helps to save on plastic bin bags. Bins will only be emptied if a client has an outdoor bin and it is accessible to our housekeeper to dispose of rubbish.
  • Clients wishing to have their beds changed must leave the clean bedding on the stripped bed in order for the bed to be made. If one of our VIP housekeepers are asked to make beds, clean windows or other extra jobs, these will be completed for free if they can fit into the time allowed for the job to be completed. On these occasions, other tasks such as polishing, deeper vacuuming, high dusting and skirting boards may not be as thoroughly completed if the clean runs over time by too long due to these 'extra tasks'.
  • All prices quoted for cleans are what we judge will be correct for a certain property. However, if a job takes considerably less or considerably more time to complete due to the size and current state of the house, the price will be amended accordingly on the invoice.
  • If a client does not require an initial 'Deep Clean' a 'Mid Clean' will usually be conducted during the first clean in order to get the property to a high standard and ready for regular cleans. If the home takes longer to complete on the first clean then the price on the invoice will reflect this. Mid clean extra costs usually range between £20 - £ 40 but may be more or less depending on the starting condition of the home and the length of time required to bring the property up to regular cleaning standards.
  • Homes with pets that shed a lot of hair may not be able to receive the same level of regular cleaning results compared to a home that has no pets. Clients should not expect to fully rid the home of all pet hairs.
  • Cancellations, change of date or time must be given with at least 24 hours if at all possible. Changes cannot be guaranteed. Due to the need to pay the housekeepers their contracted hours, any cancellations may incur a retainer fee of 30% of the client's standard cleaning price. This retainer is to help cover the hours lost for their personal housekeeper. If VIP Cleaning York is able to offer the housekeeper alternative work to cover these lost hours then the retainer will not be charged. The retainer fee is only charged as a last resort. Retainers will be added to the monthly invoice as required. Occasionally we may be required to change a date or time of a scheduled clean with little notice. The client will be contacted and informed about these changes.
  • Each client will receive a £25 for each friend that they refer after the referred friend completes their 5th clean with us. For this deal to be valid, the referrer must either be a client of VIP Cleaning York or are known by us to some degree.
  • The VIP gifts provided are selected according to amount spent on the clean and the gifts may vary. VIP cleaning York is not responsible for any adverse reactions from gifts due to a client's allergies. Our treat selection may contain dairy, wheat, gluten and traces of nuts. If unsure what edible gifts contain, please contact us before consuming. All pet treats are high quality from standard and recognised pet brands. If you are allergic to any ingredient please let us know prior and we will not include this in your VIP gift hamper. Please act responsibly with VIP gifts and consume responsibly.
  • VIP gifts will be left on the actual 10th clean whenever possible. Times and dates may vary.
  • It is the responsibility of the client to ensure that security measures are in place, such as surveillance and lock box for key holding etc.
  • When suitable, photos of our cleaning may be used for promotional material or the website. Clients will be notified prior to the usage. We will not use any images if asked not to by the client.
  • Any client wishing for VIP Cleaning York to hold the keys to their property must provide us with a spare key. Keys will be returned to the client upon termination of cleaning services. A spare key may be cut for our use for spot checking of a client's home to ensure high quality cleaning is taking place. If this happens then both keys will be returned.
  • VIP Cleaning York employees may arrive 15 minutes either side of the agreed cleaning time, due to the occasional clean taking longer and traffic etc. If the arrival time will be longer than this, you will be contacted by your cleaner.
  • If more 2 VIP housekeepers do the clean together, the time spent in the home will be around half the time for a single VIP housekeeper.
  • We have the right to refuse a job at the start of a clean or during a clean, if we deem the client's behaviour to be inappropriate, which includes hostility, rudeness or constant scrutinizing of our work. No refund will be given in these circumstances as we and our staff expect to be treated fairly when working.
  • When running a promotion, any discount off a first clean is for clients wanting regular cleans and the client agrees to having a minimum of 3 cleans after the initial clean has taken place. If the client cancels before having 3 subsequent cleans then the price of 3 standard cleans will be charged. Discounts are only on cleans and does not include carpet cleaning, oven, fridge or any extras. Any promotions offered by VIP Cleaning York are offered when available and can be discontinued at any time.
  • Unless previously agreed, and with extra payment, we will not clean up after parties or events. In cases where we deem spaces to be in unacceptable conditions that violate the terms and conditions, we will leave the unacceptable areas uncleaned with no refund. 
  • In terms of washing up, we will wash up an acceptable amount of items (approx 10 minutes worth) Anything that we feel is unacceptable, such as burnt on pans and too many items, will not be washed. Unless time permits, washing up will be left to drain rather that dried and put away.
  • Initial cleans are conducted by owners Ben and Gary, either alone or with an employee. Ben and Gary may keep a client for a few weeks before assigning a designated VIP housekeeper for the job moving forward.
  • When a VIP housekeeper is on holiday or off sick, a clean may be changed to another day/time at everyone's convenience or the clean may need to be cancelled on that occasion, returning to the usual routine once the VIP housekeeper returns to work.
  • During any periods of recruiting employees, there may be a gap in cleaning during the transition phase between housekeepers. We aim to keep this to a minimum. However, it is important for our clients that we select the best team members for the role, rather than recruiting just to fill the position as quickly as possible.
  • Invoices are usually sent once per month by email to the client on the first working day of each month requesting payment of the previous month's cleans. Payment requested within 72 hours. Cash payments are also accepted.
  • Prices of cleans may slightly rise without notice due to increased costs such as employee wages, business costs and general inflation.