[cheryl new]

I've just set up my templates for survey report front page and reverse side Terms & Conditions.  The survey sheet is all formatted in boxes with areas for carpet cleaning, upholstery cleaning, stain & spot treatment etc.  The t&c's are taken from various samples I've been given and which I've edited to my own liking.

If anyone's interested, I can send them the word documents by email. 

I'll probably regret this as I'm sure that there will be many who wish to add to or advice me to remove certain items from the t&c's, however it's off to the printers so it's too late   herewith the T&C's but like I say, I can send you the template on email.

Thank you for allowing us this opportunity to be of service to you.

Acceptance of our survey and estimate shall be deemed as acceptance of the following terms and conditions.

Terms and Conditions

1. Where the cleaning process is carried out at the customers own premises:
(a) The customer shall be responsible for the provision of water and 13 amp electricity.
(b) The customer shall be responsible for the removal of all furniture, goods and breakables for the purpose of cleaning.  The Company will not accept responsibility for any damage caused to furniture, goods or chattels not removed by the customer unless damage has occurred as a direct result of negligence or lack of care on the part of the Company or its servants.
(c) Unless otherwise agreed in writing and prior to work commencing, it is accepted that stationary items such as TV’s, side cabinets, book cases, wall units, filing cabinets etc., will remain in place and no cleaning will be carried out beneath these units.
(d) In accordance with current health and safety legislation, all waste will be disposed of via household sewage disposal pipes, i.e. lavatory.

2. Spot and Stain treatment will be carried out with the following understanding.
(a) We will endeavour to note, identify and remove all spots and stains requiring treatment, however the entire removal of some spots and stains are not guaranteed due to the staining properties of the products i.e. tannin, rust etc.
(b)Any additional spots and stains discovered or introduced after this survey and requiring treatment shall be deemed separate to this contract. 

3. Whilst the Company will take reasonable care of the customers goods:
(a) It does not accept responsibility for shrinkage or colour migration arising out of, or as a result of manufacturing defects.   Nor does the Company accept any responsibility for adverse effects caused by any prior cleaning agent or method being introduced to the contracted area and not previously advised to the Company. 
(b) Liability cannot be accepted for colour run or migration due to manufacturers using non-colourfast dyes or markers in frames, trimmings, padding, stuffing, piping, sewing threads, linings and valances.
(c) The Company requires that all items to be cleaned plus fixings and adhesives are in good condition.  Any re-fixing or repairs will be subjects to additional charge.  No responsibility can be accepted for claims arising from wear, fading, pile shading, rot, mildew or infestation.
(d) It does not accept responsibility for re-soiling once the cleaning of an area or item is complete.  Existing carpet and fabric protectors can be reduced or removed and no guarantee is given with regard to their subsequent effectiveness.

4. Payment terms are strictly on completion of any work undertaken.  Cash or Cheque accepted.  We do not have the facility to accept debit or credit cards.

5. Cancellations should be made at least 24 hours prior to the date and time the work was to be carried out.  At the Companies discretion, a cancellation charge will be levied to cover expenses/loss of work for any cancellation giving less than 24 hours notice.  Cancellations giving less than 2 hours notice will be charged in full.

6. Please follow these general care guidelines:
(a) Please be aware of the cleaning equipment and cables and avoid contact with them at all times.  Please also avoid treading over cables as they are a tripping hazard.
(b) To speed up drying times and weather permitting, keep internal doors and windows open.
(c) Foil/Foam/Plastic furniture protectors should not be removed until you are sure that the carpets are completely dry.  Wood dyes and furniture studs may otherwise permanently stain your carpet.
(d) Take care when walking from damp carpets onto a hard floor surfaces as moisture may make footing slippery.

If you have any queries or require advice, please do not hesitate to contact us.  Our details are noted overleaf.

Public Liability & Treatment Risk Insured


Hope this helps other new starters (and hope I haven't stated anything illegal!)

Best regards
Cheryl

[jacko]

Hi Cheryl

It is excellant! Please send me in word format - would be interested in survey sheet too!

Regards

Jacko

[gwrightson]

Cheryl, so would you consider a belgian wilton to be a manufacturing defect,
in other words .
if you shrunk one  , would you be covered by your terms, as i am sure most clients would not know different,
just a thought !!!!!
geoff

[Martin S]

Hi Cheryl,

As a new starter, with seemingly a thousand and one things to do, I Would be grateful if you could E-mail me a copy too, (In Word), Plus copy of survey form if you don't mind.

Thanks a lot.

Regards.

Martin S

[Big_Fish]

Hi Cheryl,

I would swap the word "estimate" for quotation (unless you are expecting to use add-ons).

I'm not sure how you stand with disposing of waste down a toilet. An outside gully is more acceptable.

Item 4: Payment Terms.
This should be elaborated upon as you will certainly come across situations where for whatever reason the client cannot pay upon completion.
Letting Agents need to be invoiced, as do most commercial work, end of tenency cleans after the people have moved on etc.

It might be better to put:
IN THE ABSENCE OF PRIOR WRITTEN AGREEMENT TO THE CONTRARY, PAYMENT OF OUR CHARGES IS REQUIRED ON RECEIPT OF OUR INVOICE.

FAILURE TO MAKE PAYMENT WITHIN 28 DAYS FROM THE DUE DATE WILL RESULT IN THE MATTER BEING REFERRED TO OUR DEBT COLLECTION AGENTS WHOSE CHARGES WILL BE ADDED TO, AND PAYABLE WITH THE INVOICE DEBT.

I can also give you details of the debt collection agency that we use. They haven't failed to bring one in yet!

Good Luck,

BF Nicky

[Martin S]

Hi Nicky,

According to IICRC guidelines, waste water should be disposed of into the foul Sewer system (toilet) and not into storm drains.

Presumably, because water disposed of down a Foul Sewer system will be treated.  Whereas, if it is disposed of elsewhere, it will run into natural water courses untreated.

There you go, I did learn something on my course!!

Regards.

Martin S.

Ps.  Give my regards to Murray.

[Big_Fish]

Hi Martin,

That's interesting, can't imagine empying the muck we drain out down someones loo though. certaily wouldn't want it down mine.

I'm going to put a new question up about where folk empty out!

How are you doing?

Nicky

[Martin S]

Nicky,

This was discussed by some of the experienced CC's on the course who asked the same question as you, that the muck doesn't all flush away.

We were told of a highly a highly technical, and specialized technique, to ensure that it all ''goes''

What you do, is arrive at the job armed with your own Loo brush.  When you flush the toilet, you use said Loo brush vigourously, in the same way that you would, if you were cleaning some ''you know what marks'' after a number 2.     Then, as if by magic, it all ''goes''....................................Apparantly.

I gather a little ''hands on'' training is required, in order to perfect the technique.     

Regards.

Martin S.

PS. I'm doing OK, now that i've had some training looks like I've got to start spending some Money.   

[Bryan H]

Hi Cheryl,

I must say your terms & conditions appear to be pretty comprehensive, - but how many potential clients will take the trouble to read something so extensive ?
and if they do,  is it not possible that it may put them off !

In 20 years I have never operated with any written terms or condition whatsoever, & the only problems I have had which would apply under such terms would be the odd cancellation.

I agree that I should perhaps have drawn up something of this nature, but as everything worked perfectly well as it was, I never got round to bothering.

I am not sure that it is possible to cover every eventuality without appearing to have a very draconian attitude.

This is not a criticism in any way, merely an observation, as I'm sure most CCs would disagree with me !

Bryan

[Derek]

Cheryl

With the utmost respect...the section that hit me like a thunderbolt was the one that said you went 'around furniture'
i.e. not moving it.

I get so much work from customers who ask..Do I move  the furniture?" to which my reply is "Yes"..I then go on to explain that I would require all breakables be removed from the room and cabinets emptied of said items...not an unreasonable request.

Aren't you shooting yourself in the foot with this one?

Derek

[gwrightson]

quite agree, derick ,and bryan
i would have thought the way it is worded the client would feel as if
that the likelyhood of some thing going wrong is pretty high !!!
now i agree we do need to cover ourselves,  BUT
i get the feeling its like an insurance document, that when you actually read the small print ,you are not really covered for any thing , and  even mentioning the word" shrinking" strikes concerns in the client.
o.k. i could be wrong
geoff

[Len Gribble]

Cheryl

Have you checked your T/C with a solicitor to see that it dose not shrink, sorry hold water.

Len

[cheryl new]

Hi all, sorry I've not replied sooner, it's been a hectic weekend.

Many thanks your comments.

I think we would all agree that you could have what appears to be yhe most watertight t&c's, but if a client wished to pursue a claim, your t&c's wouldn't be worth the paper thay're written on.  The key is to have them and verbalise them during the survey.

With regard to cleaning around furniture, this is something which I would deffinitely discuss with the client at the time of survey.  If large items of furniture are to be moved then I'll need to get one of my brothers or my husband to come along on the job with me and book the time/date accordingly.  Hence the wording 'unless otherwise agreed'.  I'm not shooting myself in the foot by saying I won't do it, I'm saying I need to consider it.  I'm a woman doing mans work.  I'm not afraid of hard work, not at all, but I'm not going to kill myself for it either.

My clients won't be worried about the t&c's because every concern I might have at the inspection will be brought to their attention and discussed in a relaxed and confident manner.  If there has to be a change in payment terms for whatever reason, this will also be discussed at the survey and noted accordingly.  Everything in carbon copy of course.

Anyway, better get Sunday lunch on the go.

Enjoy the rest of your weekend.

p.s. def down loo.

Cheryl

[strakercleaning]

Very comprehensive T & Cs.
Most people browse quickly and i am sure that they are only ever fully read when a problem arises................but that is what they are for.
I must echo the concern regarding 'not moving items', i state that heavy/ flat based/ electrical items moved on specific request. This indicates a willingness to move but draws attention to the matter and the opportunity to explain the pitfalls to the client......most then 'suggest' leaving the very items that could cause grief. 
Saves my back and it is thier idea :
Good luck.

[Ken Wainwright]

As Cheryl rightly points out, Terms and Conditions must be seen to be reasonable otherwise they may be deemed to be worthless. Some would argue that unreasonable T&C's may actually work against you if litigation were to take place.

I do disagree though with the approach of moving heavy items. I view it as being the responsibility of the householder to prepare the room(s) for the cleaning to be completed to their satisfaction. After discussion/risk assesment, if a large/delicate item needs to be moved, I request that it is emptied and dis-assembled in preparation. If required, I will assist THEM to move it, under their supervision, thereby transfering all liability to them. In reality, I am usually requested to clean around the item. After all, the spiders have to live somewhere :

safe and happy cleaning
Ken

[howgood]

Hiya .. would be interested in survey sheet too if thats ok.
Dont agree that stating in the estimate that you'll be sending in the heavies after 28 days is a good idea...too negative..  it goes without saying that you will persue your entitlement to your half of the contract.. written or verbal it doesn't matter. in 33 years I've only ever had to litigate against one client. A few sensible letters usually work out differences of opinion. If you get a 'professional' non-payer your unlucky. Thankfully they are rare on the ground. Ian

[Derek]

Cheryl

I won't quote you to my dearly beloved...she (who of course must be obeyed) continues to tell me at every opportunity that women can do anything a man can...plus they can multi-task... now it would take a braver man than me to argue with that ...or her 

On the issue of moving furniture why not try the Sliderz that are available for us 'older/senior' technicians.

Just lift up one corner, pop under a Sliderz, do the same all round and Bob's your Uncle...easy movemment of furniture.

We 'senior' ...'old fogies' have learnt (often the hard way) to work smarter not harder..that's got to be 'better' than Multi-tasking!!! 

Cheers
Derek

[easi-kleen]

Multi-tasking sounds great...but 1 job done properly has to be better

Phil   

[Clean 'n' Tidy]

Hi Cheryl,

I was wondering if you could send me a copy.

Many thanks Kim

[clive]

Hi Cheryl.
All looks pretty good to me.
I really do not think that people read the small print on the back a lot of the time but it could be very beneficial if a claim occurs. Would you be able to send me a copy of the survey fom please. Many thanks,

Clive

clive.ware@eggconnect.net