You can cancel at any time without incurring a charge as long as you provide us with at least forty eight (48) hours' notice excluding non-working days. If you do not, a cancellation fee will be charged and future cleans may be cancelled by us depending on your reasons for cancellation.

We require payment for our services in advance for new clients and on the day a clean is carried out thereafter at the latest unless otherwise agreed or where a credit account is granted.

The cleaner will, before entering your home and starting the service, follow the sanitisation procedures for your and their safety.

Both you and our staff must respect the social distancing rules for everyone’s safety.

The cleaning time starts as soon as the cleaner arrives. All our staff are directly employed, so any issue whatsoever that stops the cleaner from carrying out their duties that is of no fault of Sunny Rain HouseKeepers or the cleaners, will be charged for.

A late payment fee will be charged if an invoice is overdue without prior agreement and our service(s) to you may be suspended by us immediately.

Forms of acceptable communication are telephone and email. Text messages may be replied to but if you do not get a response from us, do not assume we have seen your text message. We will not accept responsibility or excuses for unseen or failed text messages. Best practice is to telephone or email the office. Similarly, messages passed on through your cleaner do not always reach us, do not reach us on time or arrive altered. Again, best practice for communication is to contact the office.

Contact details for Sunny Rain HouseKeepers:

Telephone: 07479 983 268 

Email: service@sunnyrain-housekeepers.co.uk

Registered address: 24 Champion Road, Upminster, Essex, United Kingdom, RM14 2SZ

Mailing address: 16 Marwell Close, Romford, Essex, RM1 2TE

Sunny Rain HouseKeepers is a trading name of Sunny Rain HouseKeepers Limited.

Registered in England and Wales. Company Number 10008591

Upon commencement of The Homeowner hiring Sunny Rain HouseKeepers (a trading name of Sunny Rain HouseKeepers Limited) to carry out domestic housekeeping work or agreeing to the continuation of services provided by Sunny Rain HouseKeepers, The Homeowner agrees to all of the terms and conditions as set out in these Terms of Service and Sunny Rain HouseKeepers agree to carry out the allocated domestic cleaning work and as close as possible to the time schedule as set out in these Terms of Service.

The work will be carried out at The Homeowners address as recorded on the booking sheet as agreed.

The Homeowner, their, you and your will mean The Homeowner or Business, whoever takes out the service.

Sunny Rain HouseKeepers will also be referred to as us, our, ours and Sunny rain.

The homeowner will become a new customer if no cleaning has been carried out for a period of six (6) weeks or more (excluding any period where services could not or cannot be provided due to government guidelines relating to the coronavirus covid-19 outbreak), however, new customer status does not allow any introductory discount, if applicable, to be received by the homeowner. The Homeowner will also lose the right to retain their previously agreed day and/or time.

The Homeowner, in exchange for the allocated domestic cleaning work, agrees, understands and accepts the following terms;

a. The work to be performed under these terms will consist of the housekeeping duties requested by The Homeowner and for the purpose of this agreement; it is hereby agreed by Sunny Rain HouseKeepers to carry out these duties as agreed.

b. The minimum contracted hours chargeable is two hours.

c. The regular chargeable cost would therefore be that as deemed in 10, per hour per housekeeper, as agreed by you and us.

d. As standard, in each room we clean; Light switches, door handles, skirting and door woodwork, banisters, work tops/sides, cupboard/wardrobe fronts, mirrors, hoover/mop, de-cobweb ceilings, walls, lights and corners, unless otherwise agreed. This list is not exhaustive.

e. During the covid-19 outbreak, we will sanitise by following enhanced cleaning procedures, ensuring we use antibacterial spays and disinfectant on often touched areas to reduce the risk of germs or viruses surviving on your surfaces.

a. To the minimum contracted payment as set out in 1,b and 1,c, of these terms.

b. To honour the minimum charge as set out in 1,b and 1,c above, per housekeeper, per visit as agreed.

c. To pay Sunny Rain HouseKeepers for time spent on domestic duties rounded up to the half hour after the minimum hours.

d. That the cleaning time starts as soon as the cleaner arrives and understand that all our staff are directly employed and accept that any issue whatsoever that stops or delays the cleaner from carrying out the cleaning duties that is of no fault of ours or the cleaners, will be included as contracted time and charged for.

e. To pay for the service we provide by Cash, Bank Transfer or Standing order, at the latest on the day of cleaning if no credit account is granted or in advance if a deposit is required before any cleaning will commence, quoting your client reference when paying by bank transfer or standing order.

f. That if required and accepted by Sunny Rain HouseKeepers, you agree to be invoiced on the day once cleaning has taken place or monthly after the last clean has taken place and unless otherwise agreed, you agree to pay within fifteen (15) days, or within the agreed period depending on the terms agreed and we reserve the right to change or cancel the credit account terms we allocate you at any time.

g. That any unpaid invoices that are overdue, and where attempts are made by us to recover the outstanding invoices by means of email, written and or telephone communication, your account debt may be referred to a collection agency at our discretion, if no repayment agreement to settle the invoice is arranged.

h. Late payment fees are charged, within the agreed terms of service.

i. An application to the court will be made for non-payment of invoices or late payment fees, within the agreed terms of service.

j. That our services to you may be suspended at any time by us and without notice while any invoice(s) remain outstanding.

k. If a credit account has been agreed with you by us and invoices are continuously paid late, we may immediately reduce the credit terms or revoke them altogether of which you will be notified.

l. Where either you or us cancel the service we provide and for whatever reason, all of the conditions in 2 shall still apply.

a. The work duties in these Terms of Service shall start on a mutually agreed date and continue on a regular basis, and where possible on the same day(s) of the week and as near to the same time and for the same duration as agreed until further notice.

b. Accept the time agreed is not an exact time as various factors may hold up the cleaner or force them to be early. Such circumstances that may alter your normal time during the coronavirus covid-19 outbreak are factors of public transport, additional steps needed to be taken at a previous job, personal sanitisation before entering your property etc.

c. Agrees for someone to be at the property on the allocated day(s) and time(s) or to supply a key, which will be held securely, to ensure the housekeeper can gain access to carry out the required domestic duties.

d. Cancellations must be made with at least forty eight (48) hours’ notice, excluding non-working days, before cleaning services are due to commence. Failure to do this may result in cancellation of service. 

e. A fee will be charged at the minimum rate, as set out in section 10 and your pre-agreed time duration, if the housekeeper(s) cannot gain access on the agreed day(s) and at the agreed time(s) as set out in these terms but this may result in cancellation of service to you.

f. Any changes to time(s) or day(s) could result in a different housekeeper being assigned to The Homeowner to carry out the domestic work as set out in this agreement. A different housekeeper may be assigned to The Homeowner due to conditions surrounding the coronavirus covid-19 outbreak so that we can deliver the service booked.

g. Where short notice changes are requested by The Homeowner such as a change of time, you accept we may or may not be able to accommodate your request fully or not, even if we agree to the short notice request on the day or where less than forty eight (48) hours’ notice is given, but circumstances outside of our control lead to us attending to carry out our service either earlier or later than agreed or stop us altogether form attending, and you agree not to hold us liable for any decision made to try and accommodate your request. 

h. Additional days and/or hours may be requested at any time but to ensure we can fulfil your requirements, at least five (5) days’ notice should be given where possible.

i. Where access is delayed, due to any issue whatsoever that stops or holds up the cleaner from carrying out the duties agreed, due to the homeowner or any other work being carried out, that is of no fault of Sunny Rain HouseKeepers or the cleaners, the booked service will be charged for at the appropriate charge per hour rounded up to the nearest half hour will be charged after the minimum booked hours. For the avoidance of doubt, this does not include any issue that directly relates to the coronavirus covid-19 outbreak.

j. Thursdays and Fridays are classed as prime days and are reserved for weekly cleans only and we reserve the right to remove you from either day if you reduce your schedule away from weekly or where you cancel your regular clean on what we deem as too often.

a. When a public holiday falls and this is your usual housekeeping day, your domestic cleaning duties will be cancelled for the public holiday and an alternative day will be offered to you for that week only. 

b. You accept that the housekeeper may not be your usual housekeeper for the public holiday change although we will endeavour to assign the same cleaner.

a. All cleaning supplies will be provided by Sunny Rain HouseKeepers unless stated otherwise by you because you have a preference, which you will then supply. 

b. Any equipment needed to carry out the domestic duties such as vacuum, mob and bucket etc. shall be made available by The Homeowner for use by the housekeeper and The Homeowner hereby agrees not to hold Sunny Rain HouseKeepers or any of its personnel liable for breakage due to wear and tear to any item or component of such items.

c. If the cleaner is required to bring a certain item, such as a vacuum, mob and bucket etc. you must ensure you inform us in advance so that the agreed duties can be carried out with the correct equipment.

d. If a piece of equipment needed is not accessible, Sunny Rain HouseKeepers or any of its personnel will not be held responsible for any failure of duties if the said equipment was meant to be supplied by you. However, we will do our best to complete the required task to the best of our abilities.

e. Cleaning supplies will always include disinfectants, anti-bacterial sprays and bleaches.

There is no minimum contract period to this agreement which stops you from leaving when you wish but you accept that;

a. This agreement can be cancelled by you at any time and without penalty excluding where cancelled without the minimum notice as in 3,d.

b. If cancelled without the minimum notice, a fee will be charged as set in 3, and 10, if the terms of 3,d are not met.

c. Sunny Rain HouseKeepers can cancel this agreement with forty eight (48) hours’ notice for any reason, except where 2,j, 6,d and 6,e apply then notice may be immediate.

 

d. Sunny Rain HouseKeepers can cancel this agreement immediately and without penalty for non-payment of services carried out, persistent late payment with no communication beforehand, abuse/threatening and/or rude behaviour towards any personnel of Sunny Rain HouseKeepers or any other threatening or damaging activities that Sunny Rain HouseKeepers deem as unacceptable to protect the business operations, reputation and or our staff.

e. Circumstances beyond our control such as weather, severe traffic or severe illness and any issue relating to the coronavirus covid-19 outbreak may cause us to reschedule or cancel your clean temporarily and without penalty, and you accept that this does not constitute as us breaking these Terms of Service . This list is not exhaustive.

f. Sunny Rain HouseKeepers maintains the right to prioritise daily work with regular weekly clients put first followed by bi-weekly cleans, oven cleans, one-off’s etc. to endeavour to maintain as a reliable service as possible when such circumstances in 6,e may occur.

g. You agree to respect and maintain social distancing rules as best as possible while your cleaner is at your home. Ideally, you should isolate yourself in a room while the clean takes place and we can notify you when it’s safe to change rooms so that we can complete the clean.

h. You agree to maintaining social distancing rules if you return home while your clean is being carried out.

a. Sunny Rain HouseKeepers will ensure all housekeepers employed are DBS checked and fully insured to undertake the duties being carried out on The Homeowners property both internally and externally, up to a height of 25 metres.

b. Sunny Rain HouseKeepers will endeavour to assign the same regular housekeeper for domestic work but maintain the right to assign a different housekeeper in the event of service reliability for any annual leave, sickness, dismissal or any other unforeseen circumstances.

c. Sunny Rain HouseKeepers guarantee you that our staff will not smoke, drink (excluding water and soft bottled juice), eat, watch television, listen to music or use phones (excluding the use of their own mobile phone for business purposes for contact with our office, and for emergencies) while carrying out cleaning on your property.

d. Sunny Rain HouseKeepers have trained all staff in personal sanitisation and safety which involves disinfecting clothes, cleaners bag and hand sanitiser as well as mask safe handling. These measures are now currently compulsory when we enter your home.

e. Sunny Rain HouseKeepers will ensure all staff are reminded of social distancing and personal sanitisation precautions regularly which are carried out before entering your home, during cleaning and after leaving your home.

f. Sunny Rain HouseKeepers will ensure staff are reminded to report any symptoms of feeling unwell however mild so that we can take steps to protect all clients and the public.

g. Sunny Rain HouseKeepers ensure you that all practices, especially those related to covid-19, are reviewed continuously and amended where necessary and updates posted on our blog and social media platforms. Any major changes will be notified to you directly by letter.

h. Our staff would appreciate it if when they arrive at your front door, if you could step back after opening it and allow them to enter and close the door behind them. Done this way, we can all do our best to try and keep to the two meter rule from each other as best as possible. This reduces the risk of spreading the virus between you, us, other clients and the wider public.

i. If possible, we would like you to isolate in a room of your home while the cleaner carries out the cleaning service. Once ready, they will inform you when it’s safe to change rooms so that they can complete your clean.

j. We should not carry out our service in any household which is isolating due to covid-19. If you are isolating you should inform us so that we can take the right action to protect our staff.

k. We should be made aware if you or a family member is shielding. Where an individual is being shielded, we should only carry out our cleaning service if it would be a risk to the individual if we did not attend and provide the service. 

a. Sunny Rain HouseKeepers reserve the right to review and update the cleaning fee charged at any time to maintain our premier cleaning service.

b. You will be notified of any change in prices charged by Sunny Rain HouseKeepers with at least thirty (30) days’ notice before any such increase will take effect.

a. While Sunny Rain HouseKeepers and our staff make every effort not to break or damage items, accidents do sometimes happen. Identical replacement will always be attempted but not guaranteed. For this reason we advise that all irreplaceable items be stored away or not cleaned by our staff.

b. Our staff are trustworthy and instructed to take pictures of any items they do damage or break and to notify the office as soon as possible. You will be contacted advising you of the accident if you are absent and will normally receive a call or email from the office before the end of the day regarding the matter.

c. We must be notified within twenty four (24) hours from day of cleaning if you believe that damage has occurred due to us carrying out cleaning duties, or where you feel the service received was not of the quality usually expected or if any item or room was missed, and an investigation will be started by us.

d. We reserve the right to repair or replace damaged items before any money settlement is offered but we will not be held responsible for damage due to faulty and/or improper installation of items or for maintenance of your home caused by normal wear and tear which comes with age or your own negligence.

e. We will not be held liable for any breakage or damage you claim is caused by us if after investigation, we cannot find any evidence that would make us liable.

f. Where we have not damaged an item but you say we have or may have caused damage, we will investigate the matter. If our investigation finds that we are not at fault you are welcome to raise the matter with our insurers. An excess fee will apply which will be added to your account but if the outcome of the insurers investigation deems us liable, your account with us will be credited to reimburse the excess fee.

g. If you are not happy with the quality of the cleaning carried out, it is best to notify us on the day cleaning was carried out but you must notify us within twenty four (24) hours from when the cleaning was carried out as in 9, c. We will do our best to arrange to rectify the situation. If you could provide us with pictures this will help us in identifying issues and allow us to better take it up with the cleaner in question.

Pricing Conditions

One-off cleans are charged at a minimum of four hours with no exceptions.

One-off cleans require a non-refundable booking deposit of £74.00, or £140.00 for short notice one-off cleans, with the remainder, if applicable, due in advance of cleaning being carried out unless otherwise agreed. 

All regular cleaning services are charged at a minimum of two hours excluding regular monthly cleans which are charged at a minimum of four hours.

Sunny Rain HouseKeepers charge rounded up to the half hour after the minimum chargeable hours (but are not obliged to complete all chargeable minutes past the minimum hours booked if this impacts on the cleaners job(s) following on from your clean) and per housekeeper as follows;

a. £18.50 per hour per housekeeper for regular cleans between 9 am and 5 pm Monday to Friday.

b. £ 23.50 per hour per housekeeper for hours before 9 am and after 5 pm Monday to Friday. Also includes weekends between 9 am and 5 pm for regular clients.

c. £21.00 per hour per housekeeper for monthly cleans and one-off cleans between 9 am and 5 pm Monday to Friday, minimum of 4 hours.

d. £23.50 per hour per housekeeper on public holidays for a regular client for the hours between 9 am and 5pm. Excludes special days.

e. £28.50 per hour per HouseKeeper for monthly cleans and one-offs for earlies/evenings and anytime Saturday and Sundays, minimum of 4 hours.

f. £36.00 per hour per housekeeper on public holidays.

g. £55.00 per hour per housekeeper on special days such as; Christmas day, Boxing Day, New Year’s day, AND public holidays before 9 am and after 5 pm.

h. £40.00 per hour per housekeeper for one-off cleans with less than 48 hrs notice. Minimum of 4 hrs charged. £50.00 per hour per housekeeper for one-off cleans with less than 48 hrs notice before 9 am and after 5 pm Monday to Friday and weekends.

i. The initial charge to new clients for a 2 hr service between 9 am to 5 pm Monday to Friday is charged at £74.00 which covers us for cancellations, but if service continues then this charge will be reconciled over the next clean; 2nd 2 hr clean charged at £18.50 per hour taken from initial payment, costing no more than £18.50 per hour from commencement date of cleaning, subject to the above pricing conditions.