Terms and Conditions
By accepting a quote and making a booking either over the phone, e-mail or website’s contact forms, you agree to be bound by the following terms & conditions of Gurus Cleaning Ltd.
Gurus Gleaning Ltd (registered in England and Wales, Registration Number 12849915 trading as Gurus Cleaning Co UK;
“Cleaner” means the natural or legal person carrying out cleaning services on behalf of Gurus Gleaning Ltd;
“Client or Customer” means the person, firm or corporate body together with any subsidiary or associated company to whom the cleaning services are supplied by Gurus Gleaning Ltd;
“Service” means the ordinary Service that Gurus Gleaning Ltd and the Client contracted for. That can be regular domestic cleaning, a one-off deep cleaning, and a one-off end of tenancy cleaning;
“Notice” means any written notice sent to and by Gurus Gleaning Ltd whether by email, text message or post to notify of changes in the contract or to raise a complaint.
Gurus Gleaning Ltd and the Client
Gurus Gleaning Ltd strives to match the requested needs of the Clients when introducing a Cleaner for the day, time, and type of work that is required;
Gurus Gleaning Ltd will introduce within a one-week period a new Cleaner as a replacement if the originally introduced Cleaner is not available due to illness or any other reason. All efforts will be made to ensure an immediate replacement is arranged;
Gurus Gleaning Ltd will liaise with both the Cleaner and the Client to ensure that quality of work is maintained and time preferences (including cancellations) coordinated; there is no limit to the number of times a Client can contact Gurus Gleaning Ltd and ask for advice or assistance;
The Client agrees that the price they have been quoted does not include anything apart from cleaning labor as detailed before signing up for Gurus Gleaning Ltd’s services. Should the Client require any further services, the discussion with Gurus Gleaning Ltd is necessary and if additional services or cleaning materials are agreed upon, a new quote will be provided;
Information about us and how to contact us
Gurus Cleaning Ltd is a technology platform, accessed through our website https://guruscleaning.co.uk/ that connects users (such as You) with third-party providers of cleaning services. It enables you to engage a Service Provider in your area for the provision of the mentioned cleaning services.
If you wish to contact us in writing, have a complaint, or are required to give us notice in writing, you can contact us by email at firstname.lastname@example.org
Please note that We do not, ourselves, provide any cleaning services or other services of the type listed on our website https://guruscleaning.co.uk/ as being provided by Service Providers and any contract for the provision of those services is between you and the relevant Service Provider. It is up to the relevant Service Provider to perform any services you request through https://guruscleaning.co.uk/ (and, if requested by you, to provide any cleaning materials required) and you agree to comply with any terms of service that apply between you and the relevant Service Provider. You understand that you are entering into a separate contract with the Service Provider under which the details of the services shall be explained. It is your responsibility to ensure the Service Provider understands the details of this contract and any services that you wish for them to carry out.
If you have a complaint in relation to the services provided by a Service Provider, that the complaint must be taken up with the Service Provider directly. If you are unable to resolve a dispute with a Service Provider or you cannot come to an agreement with a Service Provider, please contact us and we will use our reasonable efforts to try to resolve the dispute.
We do take reasonable measures to ensure the suitability and quality of the Service Providers, including, without limitation, conducting interviews, obtaining proof of identity and address and obtaining references. However, you acknowledge that, in carrying out any checks, we may be reliant on information supplied by third parties and we cannot guarantee that such information is accurate. We also cannot guarantee that any particular Service Provider is suitable for your purposes and you use Service Providers at your own risk, although we may remove a Service Provider from https://guruscleaning.co.uk/ database on the basis of any feedback you or other users provide in relation to that Service Provider if we deem it appropriate, but are under no obligation to do so.
Use of your account
You are responsible for the security of your username and password. We grant you the usage of the site and associated app in order for you to manage your services with your Service Provider.
We reserve the right to remove you from these services at any time for any reason. You are responsible for all acts carried out under your username and password whether done mistakenly or fraudulently by yourself.
Pricing and payment
When you first request the services of a Service Provider, you will be asked to provide us with valid credit or debit card payment details to pay for the services you request through https://guruscleaning.co.uk/. We will store your card details for such purpose and you agree that we may undertake authorization checks on that card.
The amount you will pay will comprise: (i) a fee due to the Service Provider based on the duration of the visit/visits depending on the number of hours worked and (ii) a service fee due to us as stated on an invoice (which you can request through email@example.com/) worked by the Service Provider and (iii) Any additional extra services which you have selected during the booking process. We will issue you with a single receipt for the total amount paid by you towards each booking.
A hold may be placed on your card 48 hours before the clean, please ensure there are sufficient funds in the account. This is not a charge – it is just a test to check that there are sufficient funds to complete the clean. If there are not sufficient funds on the card, we will contact you. You will need to provide a different card in order for the Service Provider to go ahead with the clean. If you are unable or refuse, this will count as a cancellation within 48 hours of the clean.
Payment will be taken on the day of the clean after the clean has finished and will be amended to reflect the amount of time spent at the property by the cleaners.
Payment will be taken from the card supplied when the booking was made.
If any amount due from you remains unpaid, we reserve the right: (i) to charge reasonable administration costs; (ii) to charge interest (both before and after judgment) on the outstanding amount at the rate applicable to judgment debts under the Late Payment of Commercial Debts (Interest) Act 1998; (iii) to arrange for any further bookings made by you to be suspended; and/or (iv) to take such other action as we deem appropriate, including, without limitation, immediate, temporary or permanent withdrawal of your right to use https://guruscleaning.co.uk/.
End of Tenancy Cleaning Terms and Conditions
All pricings given are an estimate for work to be carried out. It is based on the information you provide to us when making the booking. If for any reason the estimate given needs to be increased to allow the Service Provider to complete the clean to the necessary standard, we will call you to allow you to authorize the extra charge. If we cannot get a hold of you, you agree that where is reasonable you authorize the Service Provider to stay for longer than the initial estimate to allow them to complete the clean to the required standard and agree to any charges incurred for the time spent. If the extra time required to complete the clean is not authorized by you then any guarantee from the Service Provider to re-clean property is invalid.
The Service Provider is introduced to the user as a self-employed cleaner and the user shall retain the Service Provider under a “Contract for Services”, which for the avoidance of doubt shall be a separate contractual arrangement between the user and the Service Provider only. The user shall agree directly with the Service Provider the terms of that contract on what services are to be performed by the Service Provider, and such services shall form the basis of the Service Providers obligations under the Contract for Services to be entered into. The user may change the scope and manner of the services contracted for under the terms of the Contract for Services at any time by reaching mutual agreement with the Service Provider.
We will select a cleaner from our database, assign them to your clean and arrange for you to interview the cleaner (first clean) when they first become your regular cleaner.
At your request, we will endeavor to provide temporary cover if your cleaner is unavailable. We cannot guarantee this will be on your usual cleaning day and may require you to be present at the property to provide access to the cover cleaner. You will only pay the agency fee for every hour of cleaning performed.
We will replace your cleaner if you ask, at any time. In this case, we will introduce you to the new cleaner when they start working for you.
We will share your information with one or more of our registered domestic cleaners who has signed a workers agreement with us (this will be your regular cleaner, temporary cover cleaner, or a replacement regular cleaner)
The user shall provide a safe working environment for the Service Provider at all times.
We need electricity and hot water to be available at the property in order for us to complete the clean. If this is not provided or available, this will be taken as a late booking cancellation and the entire booking fee may be charged.
If for any reason your Service Provider cannot attend the clean then, either they or us, on their behalf will get in touch with you to arrange another date.
The Service Provider needs to be able to gain entry to the property. If the Service Provider is unable to gain access to the property this will be taken as a late booking cancellation and the entire booking fee may be charged.
You will be asked to provide a suitable parking location during the booking process. If this parking spot is unavailable and the Service Provider cannot park, this will be taken as a cancellation and you may be charged the entire booking fee. Any costs incurred by parking will be added to your bill.
This will form part of your contract with the Service Provider and not Gurus Cleaning Ltd. Your obligations as a user are to facilitate the Service Provider to complete their work to the necessary standard and in a timely manner and it requires that; the property is free from trash, free from furnishings, the fridge and freezer is defrosted, there is not excessive mold, excessive lime scale, dirt, grime, feces, blood or any other fluid which may cause the clean to take longer than anticipated. If this is the case then the Service Provider may ask to stay longer during the clean which may result in a further charge being applied.
The Service Provider will need access to the property for as long as needed in order to complete the clean, if entry is denied or refused and the clean cannot be completed you will still be charged for the full value of the clean. In any case when all of the listings above have not been met any guarantee, offer or invitation for a free re-clean will be void and not offered by the Service Provider.
Booking process and cancellation
All cancellations require at least 48 hours’ notice.
You can cancel, amend or reschedule your booking at any time up to within 48 hours of the start time of the clean.
To cancel a service please contact Gurus Cleaning Ltd at firstname.lastname@example.org. Your cancellation will only be valid when a member of the Gurus Cleaning Ltd team has confirmed your cancellation in writing.
If you wish to cancel or reschedule the booking within 48 hours of the start time you may be charged the entire value of the booking.
If you make a booking that is due to start within 48 hours, this policy still stands, and you may be charged for any cancellations or rescheduling.
Regular Cleaning Terms and Conditions
This only applies to users who select our regular cleaning plan.
If users agree to join our “regular cleaning” pricing plan, which will be at their choice when making a booking and highlighted on their booking confirmation, the following criteria apply:
The Service Provider shall attend either one-off, weekly, bi-weekly, or monthly as per the users request when making the initial booking. The frequency, one-off, weekly, bi-weekly or monthly can be altered at the users’ request.
The user can request a change of Service Provider and all charges will be paused until a new Service Provider has been arranged.
If a user wishes to terminate all cleans, she/he can cancel this service at any time without charge as long as 48-hour notice has been given.
Your obligations as a user are to facilitate the Service Provider to complete their work to the necessary standard and in a timely manner given that there is not excessive mold, excessive lime scale, dirt, grime, feces, blood or any other fluid which may cause the clean to take longer than anticipated. If this is the case then the Service Provider may ask to stay longer during the clean which may result in a further charge being applied.
If entry is denied or refused and the clean cannot be completed you will still be charged for the full value of the clean.
In any case when all of the requirements above have not been met – any guarantee, offer or invitation for a free re-clean will be void and not offered by the Service Provider.
You agree to treat Service Providers courteously and lawfully and to provide a safe and appropriate working environment for them in compliance with all applicable laws and regulations. You also agree to provide them with all reasonable information and co-operation required to enable them to provide the services you have requested.
By registering to use Gurus Cleaning Ltd, you agree that all bookings between you and Service Providers will be made through Gurus Cleaning Ltd and that you will not engage or employ any Service Provider you have previously booked through Gurus Cleaning Ltd, or whose contact details you have received from us, to provide any Services other than through Gurus Cleaning Ltd. If a Service Provider offers to provide Services to you other than through Gurus Cleaning Ltd, you must refuse such an offer and notify us immediately. If you accept any such offer or if you make a similar offer to a Service Provider, we will immediately withdraw your right to use Gurus Cleaning Ltd (without any obligation to refund any fees already paid by you) and you will be required to compensate us in respect of any losses we suffer as a result up to a maximum of £500.
You also agree not to engage or employ any Service Provider you have previously booked through Gurus Cleaning Ltd, or whose contact details you have received from us, to provide any Services for a period of six months after the date of termination of the legal agreement between us.
If you would like to make a complaint or provide any feedback about one of our Service Providers or their Services, please contact at email@example.com as soon as you can. We’ll then contact the professional and try to resolve the issue on your behalf.
Deep Cleaning and End of Tenancy Bookings: Terms & Conditions
All of our Service Providers have agreed to offer a free re-clean guarantee with all end of tenancy and deep cleans, excluding those made for a fixed amount of time at the users’ request. If your Service Provider has fallen short of the standards expected of them for this type of service they will re-attend the property for free to fix any issues. In order to make use of this you will need to:
Notify us within 48 hours of the clean finishing by emailing at firstname.lastname@example.org
Please explain in writing what the issue is, preferably providing any relevant pictures to illustrate your issue or complaint.
If we deem there have been any valid issues raised, we will ask the Service Provider to re-clean the property as required free of charge. We will make attempts for them to re-attend within 7 days of the original booking date. We will offer three possible re-clean times and dates. If none of these are accepted by you then the Service Providers offer to re-clean will end.
Due to the extremely varying conditions of carpets, none of our services providers will guarantee the service of, or offer a free re-clean on any carpet cleaning that has been carried out.
Your Service Provider has agreed by contract with us to take their own public liability insurance, excesses apply to this insurance policy, any claims under £300 will be unable to be processed by ourselves or your Service Provider. For a claim above £300, we will facilitate you to contact your Service Provider in order for you to begin making a claim with their insurance provider.
Since the cleaners work on an independent basis (self-employed individuals), we have no authority over them and are unable to intervene in case of non-compliance. It is up to the customer whether he/she would like to take further steps in order to assert the right to compensation from the cleaner. It is important to note that the decision on whether to settle the claim lies with the insurer, and their decision is final. The overall procedure may take some time, but rest assured we will try and keep you up to date throughout the whole process.
In an unlikely event that something is damaged during your clean and you wish to make a claim, you must email email@example.com with the information within 48 hours of the damage occurring. It is essential that you attach necessary images of the damage. Claims cannot be made over the phone as we will require photos of any damage to allow us to make an accurate initial assessment of the claim. Any emails received after 48 hours will not be accepted.
Suspension and termination
We may at our absolute discretion and for any reason whatsoever cancel, terminate or pause your rights, access, accounts or permissions to make use of the Gurus Cleaning Ltd platform and any of the associated Service Providers. If this is the case, your account will be withdrawn and you will no longer be able to make new bookings with us. If you create any new accounts with us after your rights to use Gurus Cleaning Ltd have been withdrawn then we reserve the right to cancel any cleans and charge for any cancellation fees.
If we withdraw your right to use Gurus Cleaning Ltd:
- you must, if applicable, immediately delete the App from all Mobile Devices; and
- you must not attempt to re-register to use Gurus Cleaning Ltd
Events outside our control
Other important terms
Gurus Gleaning Ltd 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 a late arrival of Gurus Gleaning Ltd Cleaners at the address to be served/cleaned. Cleaners endeavor to be right on time on any visit but sometimes due to transport-related and other problems which are beyond the Gurus Gleaning Ltd’s control, Cleaner may arrive with a delay or the cleaning visit may be rescheduled.
Gurus Gleaning Ltd 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:
– A cleaning job not complete due to the lack of suitable equipment, lack of hot water or electricity, or equipment not in full working order;
– Third party entering or present at the Client’s premises during the cleaning process;
– An existing damage to Client’s property in the form of old stains/burns/spillages etc. which cannot be cleaned/removed completely by the Cleaner using the Client’s cleaning equipment and materials;
– Any damages caused by faulty or not in full working order equipment or materials supplied by the Client;
– Any damages worth £500.00 or less;
No refund claims will be entertained once the cleaning services have been provided.
Refund will be issued only if:
– The Customer has cancelled a cleaning service within the allowed time (48 hours) prior to the start of the cleaning service;
– A cleaner has not been able to carry out the cleaning due to reasons beyond the Customer’s responsibility;
– According to Consumer Rights Act 2015 a price reduction can be issued only if a repeat performance cannot be provided from the Company within a reasonable time frame, which is equal to 7 business days upon completion of the service.
Gurus Cleaning Ltd will not be liable under any circumstances for any loss, expenses, damages, delays, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Customer arising from or in any way connected with:
– Its failure to provide its services as a result of factors that are beyond its control. Factors beyond its control include acts of floods, severe weather condition, and inability to gain access to premises, lack of appropriate resources, such as water, electricity, and lighting;
– Late arrival of Company’s cleaners at the service address. The Company endeavors 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’s cleaners may arrive with a delay or the cleaning visit may be re-scheduled.
– An existing damage to Customer’s property in the form of old stains/burns/spillages etc. which can’t be cleaned/removed completely by the cleaners using the industry standard cleaning methods;
– Non satisfactory result from the cleaning services due to the Customer or third party walking on wet floors or using appliances during or shortly after the cleaning process;
– The Company will not be liable under any circumstances for any loss, expenses, damages, delays, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Customer if the Customer has an outstanding balance aged 14 days or more from the date the payment was due.
Gurus Cleaning Ltd safeguards the privacy of all cleaning requests, by protecting all electronic and written records classified as confidential information. Unauthorized accessing and/or disclosure of confidential information by our employees or contractors is prohibited and may result in legal penalties. This policy applies to records maintained in any type. Please note that email is not a 100% secure means of communication and you should be aware of this when forwarding any information via email. We recognize the importance of privacy and the sensitivity of personal information. You can rest assured that all the information received by our offices is confidential.