Written within this document are descriptions of the terms for the services which are carried out by indreco LTD, the responsibilities of indreco LTD throughout the period of a cleaning contract and the responsibilities of the client. Procedures may be added as and when required so it is important to read this document in its entirety. By accepting our services and authorising us to attend a job/property/contract, you automatically enter into agreement with the below, please speak to us in advance of attending a property/ commencing work if there are any points you wish to discuss in advance of the agreement.

 

Bookings

To ensure all our clients experience the same experience with indreco LTD, all work must be booked in advance of the required date of service, bookings must be confirmed in writing for the benefit of the client and indreco LTD. During the process of booking in a job, indreco will obtain clear information on how much work is required to be carried out and assign an appropriate amount of time to complete the specified works. In nearly all jobs, running water and electricity will be required, if these are not available, indreco reserve the right to delay the cleaning until these are made available.

 

Extra works

If on arrival at the property, the work required will take more time and/or more monies to complete, the client will be contacted to confirm the extra works and/or time can be carried out. On occasion, a specific time will be assigned to a job based on the client’s description, for example (but not limited to) “Please carry out a deep clean of the bathroom only” this excludes cleaning of all other parts of the property and indreco will only clean the specified and no other parts of the property and may not have the time to facilitate any extra cleaning of the property, even if required and requested on the day / on arrival.

 

Key handling

Indreco will collect keys for the required property, it is the client’s responsibility to note the collection and return of these keys. If on arrival of collecting keys, the keys are not available and indreco have no other time available to return to collect keys, the client will be required to provide entry to the property on the pre booked date of the clean. If entry to the property on the booked day cannot be provided, indreco reserve the right to delay the cleaning until such a time that keys and/or entry can be provided. Indreco hold responsibility for keys whilst in their possession. If keys are lost, indreco will offer to replace and cut another set if a second set is available, if indreco held the only set of keys then indreco will firstly offer to either firstly replace the lock and keys themselves, if this is not possible then indreco will cover the cost of a locksmith to gain entry to the property.

Chemical use
indreco LTD will use an array of chemicals to carry out cleaning. These vary in strength and PH level. Based on a clients request and the level of soil found on site, an assessment will be made by indreco to the level of cleaning required and thus the chemicals which will be used to carry out said cleaning. Indreco will always make a light approach first and step up the strength of chemical where required. For example, Indreco will not by default use a strong chemical to clean all woodwork in a property, but would instead use furniture polish first and if the result was unsatisfactory, would then use highly Alkaline cleaner and wash down with water.

 

definitions of types of cleaning
Different types of cleaning achieve different results and will often have a different expense with both time and monies. The following are common types of cleaning which can be carried out and a description of what is typically (but not entirely) carried out during them.

Builders clean – After a property is refurbished, the following can often be found:
Paint drops on hard surfaces/radiators/windows etc.
Silicone sealant on tiles/glass/flooring etc.
Marks on walls or floors from the installation process
Sticky tape/residue on windows/ceramics etc.
Builders cleans are an involved process requiring significant time to detail each item appropriately to make it ‘as new’ and will usually be priced hourly with an estimation on time provided beforehand. Builders cleans will never be executed unless exclusively requested in detail due to the potentially expensive nature of them.

End of tenancy – An end of tenancy includes cleaning all items within a property that can be touched or viewed, providing it is functional, reachable, in good working order and an interior part of the property. External parts of the property are anything not touchable from the inside of the property, or you would need to move something to reach it from an external perspective. For example, but not limited to, window door jams (the leading edge to an open window).
An end of tenancy clean will include, but not be limited to, the following:
Chemical oven clean
All woodwork including skirtings, door frames, doors
Interior windows including frames
Bathroom full de-scale and polish
deep clean to kitchen
high level dusting throughout
Vacuum throughout
mop hard floors

Domestic level cleaning and light cleaning -  The use of furniture polish, alcohol based glass cleaner and disinfectants are examples of sprays used for a light domestic clean. Domestic cleaning will use no heavier chemicals to remove grime, scale or grease. No items within the property will be moved, for example, but not limited to, beds/lamps/sofas/tables.

 

Carpet extraction cleaning – indreco use the extraction method for cleaning carpets. The carpet will be assessed for its composition and level of wool content and an appropriate approach will be carried out. A large volume of water will be used in the cleaning process, the client will be made aware that water, ideally hot, will be required to carry out the clean with an appropriate way to dispose of waste water. If there is no appropriate way to obtain and dispose of water on arrival at the property, indreco reserves the right to delay works until this can be provided. Indreco will not be able to carry out such cleaning without a water supply and appropriate disposal method. Some stains are permanent, indreco will advise if this was the case. Due to the compression of carpet over time, high traffic areas will be clean, but the compression marked areas may still look different in colour and texture to other areas of the carpet.

Furnished properties

Furnished properties are properties that contain freestanding items including (but not limited to):

Beds
Wardrobes
Chest of drawers
Bedside cabinets
Freestanding mirrors
Tables
Chairs

Quotations are done on the expectancy of an empty property. In the event that a property is furnished but wasn’t disclosed prior to quotation and arrival, indreco reserve the right to charge accordingly for the effort required to clean and move the items.
In a furnished property whereby, it was quoted as such, indreco will clean all furnishings, as well as moving them from their original location to clean beneath and around them and then moving them back. Indreco will note move items that are too heavy, immovable to due to lack of space or generally impractical and costly to move when not specifically requested.

Bathroom cleaning specification
A standard bathroom will include using phosphoric acid to rid of limescale build ups on bathroom taps, shower hoses, shower screen, bath, sink, sink taps. Rain type shower heads will be removed (where possible and safe to do so) descaled and refitted. Toilet scale will be cleaned with a standard descaling toilet cleaner e.g., Harpic or Toilet Duck, if scale build up isn’t removed with this level of acid, then an acid toilet clean will be required, this comes at an extra cost beyond the quoted bathroom clean.
All tiles will be cleaned and polished accordingly, grout will be bleached where required, the bleach may not penetrate as much as it possibly could in the time that indreco attended, due to indreco having to rinse all chemicals before leaving the premises.
Extractor fans will be dusted, windows will be cleaned including frames, they will be descaled if near a shower or bath where water build up occurs. Floors will be cleaned with either a mop or hand wiping, a mild bleach solution will be used. Any paint or heavy marks will be considered above and beyond a standard clean and more in line with builders cleaning (see above) Some floors may require further heavy cleaning, this could be through the use of a steam cleaner or a rotary scrub machine with the use of chemicals. Cleaning of this nature would be considered a specific request and will have a cost beyond what is included with a standard deep clean.

Kitchen cleaning specification

A standard kitchen clean requires a water feed, it will include using an alkaline degreaser to clean the kitchen cupboards, including the interior walls, shelves (on top of, and underside of) exterior doors, exterior top and exterior underside, cupboard handles. Fridge / freezers will have all items removed and be bleach washed, the door seals will be cleaned and have debris removed, they will be left turned on and closed, or turned off and left open, to ensure water does not stagnate. Washing machines will have the soap drawers removed, bleached and descaled, the large door seal will have bleach applied if required and left to soak with no removal from indreco before leaving the property. Ceramic hobs will have carbon build ups removed, metal gas hobs will have the pan stands chemically cleaned and the aluminium gas collars will be cleaned to be free of carbon and grease. Extractor hoods will have the metal washable filters cleaned, paper filters will not be replaced unless discussed in advance or at the time as these are not quoted for in advance and will cost extra. Dish washer door edges, rubber seals, filters will all be cleaned, the dish washer will be set on a cycle before leaving the property to clean it through. Tile backs will be de-greased and polished. Any domestic appliances left in the kitchen requiring cleaning may cost extra, these include, but are not limited to, kettle, toaster, microwave, coffee machine.

oven cleaning specification
indreco clean ovens by method of PH14 chemicals that are spray applied to the inside of the oven, mildly heated, then agitated and washed thoroughly using the kitchen sink. All interior racks that originally came with the oven are cleaned as part of the oven clean, an additional chrome racks that are added will be included up to 3 racks total, additional racks may cost more and the client will be contacted. Non-stick trays cannot be cleaned and will be excluded from cleaning. All reasonable efforts are made to clean the roofs of the oven but often the top element makes it difficult to clean, in the event of severe carbon deposits to the top, indreco will do it’s best to remove it, but occasionally not all carbon can be removed without further cleaning and therefore further cost. The oven doors will be disassembled and cleaned inside providing access can be gained, in the event that a door is silicone sealed shut, no attempt to open or clean the interior of the door will be made. The strong alkaline chemical can react with aluminium, painted surfaces and treated wood. In the event that damage is done to a surface, indreco will discuss with the client how to proceed, if indreco are required to make good on the items, a repair may be attempted first, if this proves unsatisfactory, indreco will cover the cost of repair or make an insurance claim.

 

Uncleanable items

Walls will not be cleaned during any clean that indreco carry out, usually this removes paint in the process, it is more effective to have the client or property owner paint any areas of concern on the walls. This does not stop the client from requesting specific parts of walls to be cleaned, but the above should be considered.

kitchen cupboards can have permanent markings throughout, these are often rust markings, burns or pigment stains, indreco will make every effort to remove these marks, but some may be permanent.

Where limescale rests on shower screens and/or tiles over many years without removal, the surfaces can experience the rare effect of being ‘etched’. This is proven by indreco using very strong acids that would typically strip limescale almost immediately, but the markings still remaining. This can look like limescale, but should feel smooth to the touch, unlike limescale that will feel rough. Indreco will make the client aware if this appears to have been the case.

Silicone sealant will mould over time and is irreversible, indreco will clean sealant and, where it seems effective, bleach the sealant. However, this will have a minimal effect and once sealant is blackened it will also become ineffective in sealing, at this point it is recommended to replace the sealant. Indreco will advise if this is ever the case.

Cancellations

Due to taking bookings potentially weeks in advance, the client is required to inform indreco of any cancellation to a booking at the earliest convenience.

Payment

In most cases, indreco LTD will ask for a booking fee equivalent to 50% of the final invoice total, this is usually collected at the point of confirming the booking with the client. The remaining payment is required on receipt of the invoice. After this point is becomes overdue, if an invoice is over 28 days overdue, indreco LTD will ask the client settles the invoice with immediate effect.
 

indreco guarantee
indreco LTD prides itself in high quality cleaning and expects clients to satisfied with all aspects of a clean, in the unfortunate event that something doesn’t meet the clients’ expectations, indreco will re-attend to make good on all areas of concern, indreco will sign the works off with the client before finally leaving the property, after this final visit, it is considered that indreco have satisfied the cleaning contract and any further visits will come at extra cost.

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Complaints procedure

In the unlikely event that a client has a complaint about the condition of the property after cleaning, as stated in the indreco guarantee, indreco will re-attend to make good on works. The client is required to make any complaints within 1 week of the property being cleaned, once the complaint is made to indreco, the client must provide detailed pictures showing the item appearing dirty, this must be taken within 24 hours of making the complaint. The complaints procedure needs to be taken in the steps below:

 

1. Client states to indreco the areas of concern

2. Indreco responds within 24 hours to discuss the matter

3. Client takes pictures and sends to indreco

4. Indreco agrees to attend within 24 hours, or at the earliest convenience for the client

5. Indreco attends and makes good on items initially specified and shown in photos

6. Client signs off the final condition of the property

7. The clean is complete

Photos supplied after the initial complaint message will not be considered, it is the client’s responsibility to ensure all areas of concern are addressed in the first instance.

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Refunds

Indreco are required to be given the chance to attend the property, as stated in the indreco guarantee and the complaints procedure. This is to make good on any areas of concern that the client has. This revisit comes at the cost of indreco, and as such, indreco will require full payment of the invoice.
If the client refuses to let indreco attend to make good on areas of concern, or the client has taken it upon themselves to clean said items before they were reported, indreco will then refund a maximum of the value that those items are stated as on the invoice. If the item is part of a larger invoice point, for example ‘room cleaning including interior windows, vacuuming, mopping’ but the client has a concern with the interior windows, fair apportionment for the windows will be agreed upon and this will be refunded to the client or discounted from the invoice.