Terms & Conditions

Key Collections & Access Arrangements

If you have asked us to collect keys from a letting agent, it is vital you ensure your agent is aware Tulip Group will be attending their office to pick up keys. It is your responsibility to ensure the correct keys are provided. The cleaning time commences when we have collected the keys. If the wrong keys are provided and access cannot be made, the job may need to be cancelled or rescheduled, and you will be liable for 50% of the total cost of the clean. In the event of a cancellation we will refund the balance of 50% within 48 hours of the original booking.

If you have asked us to collect keys from a concierge, please ensure Tulip Group has been added to the key collection list and the concierge is informed. The cleaning time commences upon our arrival at the concierge desk. It is your responsibility to ensure quick access is provided. The most efficient way is to email the concierge a copy of your booking confirmation and copy enquiries@tulipgroup.co.uk.

If you have arranged for someone else to provide access, it is your responsibility to ensure your representative attends on time with the correct keys. Our time commences at the agreed appointment time. If your representative is late or does not attend, the clean may not take place or may need rescheduling, and you will be liable for any time incurred and 50% of the total cost if the clean cannot be rearranged.

Appointment Times

Changing the time of your clean: if you need to change the day or time of your clean you can do so, but no more than 24 hours before the clean is due to take place. We work our schedule in advance and last-minute changes can cause administrative and logistical problems. We will try to be flexible and accommodating; communication is essential, so if you have to change the appointment please call us immediately.

Cancelling your appointment: with no less than 72 hours notice we will refund any monies paid in full. If you cancel within 24-48 hours of the appointment we will refund 75%. If cancelled on the day, provided we do not arrive at the property, we will refund 50%. If we arrive at the property and the appointment is cancelled, you will be liable for the full cost.

Blocks with concierge and contractor rules: some blocks have rules for contractors and do not permit work on site during certain hours or days. It is essential you only book when the rules of your building permit access. If we arrive and cannot gain access you will be liable for the full cost of the clean.

End of Tenancy Cleaning Guarantee

We provide a guarantee for all end of tenancy cleans: you will not incur deductions from your deposit for any cleaning-related issues. The guarantee is subject to conditions which must be adhered to; if any are broken the guarantee is rendered null and void:

1. The end of tenancy inspection must take place no more than 24 hours after the cleaning is completed.
2. Once cleaning is completed the property must be left unoccupied; appliances and toilet facilities must not be used.
3. It is your responsibility to ensure nobody else enters the property after cleaning (agents, contractors, the landlord or a new tenant).
4. Photographic evidence, time and date stamped, must be provided along with a copy of any third-party inventory report in the event of a claim.
5. We cover fair and reasonable deductions arising only as a direct result of omissions by our Cleaning Associates. The guarantee does not extend to non-cleaning deductions.
6. External windows are cleaned only where they can be accessed without risk to health and safety or to our insurance.
7. The age and condition of an item may significantly impact the final outcome; age-related deposits may remain even after a high-standard clean.

Examples of age-related exclusions which negate the guarantee include: excessive staining to carpets and upholstery; heavy dust shading to carpets; heavy burnt-on grease to ovens, hobs and cooker hoods; ingrained limescale to glass shower screens; heavy staining to shower screen base strips; heavy mould to grouting and sealants; and excessive brown staining to toilet bowls. If we find any areas where the best results cannot be achieved, we will inform you at the time.

Removal of Rubbish

We will remove up to 2 sacks of rubbish from the property. If you intend to leave rubbish behind please inform us in advance. More than 2 sacks may not be removed, or if we do remove them you will incur a minimum additional charge of £30.00.

Carpet Cleaning

We have partnered with Prochem Europe for our carpet cleaning machines, all purchased brand new. Our operatives receive full training, including on-site courses at the ProChem headquarters, and we use only ProChem-recommended products. Our operatives are trained to identify issues and assess the method your carpets require.

Please add any particular requirements to the form at the time of booking, and inform us of any significant stains, damage or hazards. We cannot guarantee to remove all stains and cannot make an aged carpet new again. If a carpet is in salvage condition we will ask you to confirm your agreement that improvements cannot be guaranteed.

There is a minimum charge of £92.00 + VAT for carpet cleaning, which includes 4 rooms/areas. Each additional room/area incurs a further £20.00 + VAT. For a property with more than 1,000 sq ft of carpet we will quote separately.

General Terms

All of our Cleaning Associates are trained to the highest standard and we use only the best, sustainably sourced cleaning products with the least environmental impact. If your property has any special requirements please let us know at the time of booking.

As an employer we have a duty of care to ensure our team work in a safe environment. Our team are trained to be polite and courteous, and we expect clients to treat them with respect. Verbal abuse and threats of any kind will not be tolerated and will be referred to the appropriate authorities. Our team are instructed not to put themselves or anyone else at risk; if a task would cause danger or peripheral damage they will not complete it without express written permission and exemption from liability.

Insurance

1 Hour A Week Limited t/a Tulip Group and all of our operatives are included on our employers and public liability insurance policy, with cover up to £5,000,000. In the very unlikely event of a claim, there will be an excess of £250 payable by you.