Terms & Conditions

 Terms of Business Trading Agreement (BTA) between ‘Customer’ and Royal Maids (RM)

All business transactions between RM and the Customer shall be governed by our billing documentation and this BTA.

A. Miscellaneous

1. This BTA alongside our billing letter forms and constitutes the whole Agreement between the Customer and RM and cannot be amended unless agreed in writing by RM and the Customer. If a court finds any clause unenforceable then the remainder of the BTA shall remain workable and intact.
2. The whole BTA shall be interpreted in accordance with the law of the country the service is provided in and any disputes shall be resolved by the courts of that

B. Service & Remittance

1. this BTA shall commence on the day of the first clean unless the customer exercises his right to cancellation as described in section G, and shall comprise of access to RM’s database of (vetted for introduction) cleaners and the services set out at section E. If RM considers it necessary to make variations in the service supply, RM reserves the right to make these variations as it sees fit. All cleaners available for introduction shall be vetted using all reasonable endeavors to an extent that RM considers fit in its sole discretion.
2. The amounts payable by the Customer to RM shall be set out in the billing amount payable by the Customer to RM via the paypal link on the website which shall specify any additional charges and one-off payments.
3. Payment to RM shall be made by way of an advance payment via our website, at a rate determined by the package and additional services selected.
4. Responsibility for all payments to RM shall at all times remain with the Customer. All payments to the cleaner shall be made by RM.
5. If the BTA is terminated lawfully in accordance with section G, all payments to RM shall.
6. Cancellations or changes by the customer must be made with the minimum of 48 hours notice or the customer will incur a 50% charge for their clean.
7. If for any reason the Customer continues to pay RM following termination, RM reserves the right to charge a reasonable administration fee for overpayment.
8. RM reserves the right to claim interest at market rates for overdue.

C. Insurance Cover

All RM cleaners whose services are used by the Customer will be covered primarily by the Customer’s own insurance policies and as a contingency, covered by RM’s Public Liability policy.

The policy covers damage or loss on an indemnity basis provided that the damage or loss in each event is greater than £100 and the policy does not cover possession or property theft.  Spills are not covered.

It is the customer’s responsibility to make sure all expensive items are removed or locked away as Royal Maids will not be responsible for damage to items if the clean has been booked and paid.  Damage to items is at your own personal risk.

RM accepts no liability for insurance unless the fee has been paid to RM in advance.

D. Liability Exclusion

1. To the extent that such exclusions are allowed at law and excepting claims for bodily injury or death due to negligence on the part of RM, their employees or any introduced cleaner, RM does not accept any responsibility for any type of damage or loss to the Customer or the Customer’s goods or premises even if the terms of the BTA are breached by a RM employee, (or the introduced cleaner) whether willfully or negligently, in contract or in delict, in breach of express or implied terms which includes omission of duty by RM or its introduced.
2. RM accepts no liability for any failure of service in any way relating to this BTA including ‘acts of god’.
3. RM will not be held liable to carry out unfinished tasks, nor will it incur liability for not carrying out terms of this BTA if the Customer is in breach of any obligation to RM. The Customer must give reasonable time to allow RM to put right any breach. RM shall have the right to terminate the agreement if unable to put right the breach. In such an instance, RM shall have the same action or redress against the Customer as if it were the Customer that was in breach enabling RM to terminate the agreement.
4. The ownership and responsibility for the return of Customer keys remains between the customer and the area manager. RM cannot accept any responsibility.

E. RM Shall:

1. Advertise for
2. Interview cleaners in their own
3. Reference, DBS and ID check
4. Check that the cleaner is eligible to work legally in the UK.
5. Provide the most suitable cleaner to the Customer.
6. When requested, arrange for a replacement cleaner if the usual cleaner is on holiday, poorly or if the Customer is unhappy with the cleaner.
7. Use reasonable endeavor to provide a prompt reply service to issues or questions raised by the Customer when required.
8. Comply within the terms of the law at all times.
9. Provide insurance cover as detailed elsewhere.
10. Occasionally RM may take photos to show before and after a clean.  These images may be used occasionally to encourage people to use Royal Maids service, any pictures will not include faces, pictures or anything which may relate the photograph to them.

F. The Customer Shall:

1. Notify RM of any amendments to the times or daily schedules.
2. Take ownership of the arrangement of work direction, periods & tasks, providing clear work requests.
3. Provide two full day’s period of notice to the RM of any amendments to existing work arrangements, including that of requesting a replacement cleaner.
4. Should customers have CCTV inside individual rooms in their home please make sure you inform royal maids in the notes section at the time of booking so we can ensure our cleaning maids are made aware in order to follow, respect and protect their individual privacy.

G. Agreement Termination

1. Customer must provide RM with 2 days notice if they wish to cease utilising RM services and where possible allow the area manager to conduct an termination interview to allow us feedback enabling us to improve our services.

H. Pets

1. Please note our cleaners are not responsible for any pets inside or outside your home.
2. Should you wish us to do anything for example let the dog out, feed the dog, lock doors etc. this must be clearly stated in the notes when booking your clean or sent via text message or email so we can forward this on to the relevant cleaner allocated to the job and this also allows us to also get confirmation that they are happy to do this.

Data Protection

RM will process your personal information as set out in the Privacy Notice which can be found on our website royalmaids.co.uk