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Terms & Conditions of Business Sept’06
Definitions
In these terms and conditions, “Booking” means the use of one of Qwillian services on one particular time of one day. “End of Tenancy” means the preparation of a property for the hand over from one tenant to another tenant, landlord or agent. “Customer” means someone who has booked or received a service from Qwillian. “Service” means work carried out on the request of the customer by Qwillian Agent staff or agents or contractors. “Fee” is the price agreed for Qwillian service. “Qwillian” means the limited company supplying the service to the customer.
Applications
All bookings are bound by these terms and conditions of business. No alteration to these terms and conditions is valid unless written on company headed paper and signed by behalf of the company by an authorised signature.
Pricing and Payment Terms
The minimum charge is £30 per booking
Payment is due 7 days from the date of invoice. End of tenancy and one off bookings must be paid at the completion of the service.
Payment should be made to Qwillian by cheque or bank payment. Cash should not be paid to the cleaners unless authorised by the office manager prior to the transaction.
Qwillian may change prices by giving the customer 30 days notice. This includes quotations.
Cancellation and Non-Delivery of Services
Customer Cancellation - A booking may be canceled by telephone up to 48 hours in advance without incurring a fee. Up to 24 hours of the booking the booking may be canceled, via telephone, with a cancellation charge of 50% of the booking fee. If the booking is canceled within 24 hours of the booking, or Qwillian can not gain access to the property, as a result of the customers failure to make reasonable arrangements, the full booking fee will be payable by the customer.
Qwillian Cancellation / Non Attendance – Qwillian will not be liable for any delay or cancellation of the service / booking caused by circumstances beyond our control (Including but not limited to exceptional traffic circumstances, lack of power, breakage or failure of machinery or apparatus and staff sickness). Qwillian will use its best endeavours to arrange an alternative time, suitable to both parties. If Qwillian fails to provide the service due to circumstances within our control, our liability shall be limited to providing the agreed service at no additional charge at a mutually convenient alternative time and in no event shall Qwillian be liable for any losses including, but not limited to loss of profit or consequential loss.
Working Conditions
Our staff have been instructed not to enter or work in an environment that they consider to be unsafe, dangerous to health or inoperable. If this is the case they have been told to report the reasons why to the manager and to not enter / leave the premise. If this is the case the customer will be charge the full booking fee. If the problem is rectified then the charge will be reduced to 50% for the cancellation and added to the new booking fee.
Use of Customers Equipment
Our staff have been instructed not to use customers personal equipment, materials of machinery.
Liability
Key holding – Qwillian provide a secure key holding system at all times. In the unlikely event of keys being lost Qwillian will make appropriate arrangements as soon as reasonably possible. Qwillian shall not be liable for any loss or damage as a result of the loss of the keys.
Complaints
If you are dissatisfied with the service of Qwillian you should contact the office within 24 hours by telephone and asked the complaint to be logged and receive a complaint log number. The complaint should be answer by the Household Angel office within 3 days. Qwillian will endeavour to resolve your concerns and complaints as quickly and amicably as possible.
Compensation
Damage or Loss of property – In the event of damage or loss as a result of negligence by Qwillian, the liability of Qwillian shall be limited to the repair or replacement cost of the item, taking into account its age and condition, or payment due from the Household Angel insurance policy, if applicable. Qwillian shall not in any event be liable for any loss of profit or consequential loss.
End of Tenancy Deposit – If the landlord or agent refuses to release a tenancy security deposit to the customer due to Qwillian failure to clean the property adequately then the limit of liability to the customer is up to 100% of the service fee. Qwillian shall not in any event be liable for any loss of profit or consequential loss. If applicable Qwillian will under take the remedial work required at no additional fee to the customer to ensure the release of the deposit.
To claim compensation the customer must notify the Qwillian office within 24 hours by telephone and receive a complain log number.
Use of Customer information
Information you give to Qwillian will be held and used by Qwillian to perform the business for which you are booking / registering with Qwillian. This may include sending you details of Qwillian offers and service that may be of interest to you.
Please consult one of our staff for more details.
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