Terms & Conditions

General Terms & Conditions:

At Marben we aim to provide a high quality service within a price that we have quoted. There are from time to time factors to bear in mind when using our services and the below sets out our terms of use. If you have a specific query please do not hesitate to contact us.

By placing an order either over the phone or email, the customer has a verbal or written agreement, and is bound to Marben & Co Terms and Conditions.

  1. DEFINITIONS

For the purpose of this Agreement:

  • The term “Marben & Co” means Marben & Company UK Limited (registered in England and Wales, company number 6113457).
  • The term “customer” means the customer whose details are stated on the ‘Cleaning Quotation’. The ‘Cleaning Quotation’ is emailed (or posted if email is not used) we may also provide a verbal quotation over the telephone.
  • The term “Marben & Co” refers to the company and service provided.
  1. INTRODUCTION
  • Marben & Co Ltd shall introduce a cleaning schedule subject to those terms and conditions and those of the ’Cleaning Quotation,’ together these form the ‘Contract’ unless another formal contract has been agreed.
  • Any changes to the duration of cleaning shall affect the payment to Marben & Co, as per our current pricing.
  • The agreement will be for a minimum initial period of 3 months as from the date of the first clean. The agreement shall continue thereafter on a month-to-month basis with a 1 month notice period. The agreement is effective when a specific contract agreement is not in place.
  1. PAYMENT
  • By placing an order and or agreeing to a quotation by email, post or telephone, the client agrees to those terms and conditions and the payment terms.
  • The customer agrees to pay the monthly fees as detailed on the ‘Cleaning Quotation’ via bank transfer. Bank transfers must be arranged directly with your bank, our bank details will be provided for your reference.
  • Marben & Co reserves the right to suspend cleaning services if payments are late.
  • Marben & Co will email a monthly invoice for your records. This can also be paid by BACS, however please note our payment terms are 30 days.
  • Where payment by the customers is not received within 30 days of date of invoice Marben & Co reserves the right to charge the customer a late penalty fee to cover our associated administration costs.
  • If payment is not made after 30 days of invoice a statutory interest charge of 8% plus the Bank of England base rate for business to business transactions plus VAT on top of the initial invoice due, will be added to the debt. You agree as part of these terms to pay a sum, which represents our reasonable costs in collecting the unpaid amounts.
  • We reserve the right to pass any outstanding or defaulted accounts to a third party collection agency, after which other late penalty charges will apply.
  1. GENERAL
  • A minimum duration of 2 hours per cleaning visit applies for all cleaning services unless otherwise agreed.
  • Marben & Co can only give a rough estimate and quotation of the duration of the cleaning service, which may vary due to differing level of cleanliness. Please note that duration may vary and therefore a degree of flexibility is required for the first couple of cleans and thereafter to ensure the time is right for the tasks you wish to be carried out.
  • Any Quotation or Estimate provided will be based on our opinion of the time required to complete the task. The actual time spent may vary depending on various factors on each and every clean. Once a quotation or estimate has been agreed the provider ‘Marben’ is not bound to the hours specified so long as the tasks agreed have been completed. Marben will invoice at the agreed quotation or estimate price regardless of the actual time spent, less or more, in carrying out the agreed tasks unless otherwise agreed.
  • The customer agrees to provide a task list where applicable. All cleaning equipment should be safe and in full working order and provided by the client.
  • If the customer suspends or rearranges the cleaning day/time for any reason, the monthly fee is still payable, unless one months notice is provided.
  • If collection of keys is required from a location other than that of the cleaning scheduled, a fixed fee of £15 plus £0.60/mile for additional miles from our original journey will apply.
  • Marben & Co will not be responsible for triggering any alarm systems. The customer should give any special instructions for deactivation/activation of any alarm systems.
  • The customer understands that the price quoted over the phone or email may be subject to change.
  • The client understands that additional Parking and Congestion Charges may apply.
  1. CUSTOMER OBLIGATIONS
  • The customer shall pay their Marben & Co invoice promptly at the agreed rate.
  • The customer shall provide a safe working environment for all cleaners at all times, and supply all cleaning equipment to allow the cleaners to perform their work to a good standard. Marben & Co will email you a recommended list of equipment; however your cleaner may from time to time request suitable replacements.
  • The customer shall notify Marben & Co of any key, lock or alarm code changes.
  • The customer shall provide access to all utilities including water and power.
  • The customer shall provide X2 working sets of keys and alarm fobs or alarm instructions to the office location. 1 set will be assigned to the regular cleaner and the other set will be held by Marben & Co for supervision.
  • The customer accepts that our cleaner may require medical attention and in case of an accident, the cleaner has access to the offices First Aid Provisions.
  • Marben & Co will continue to provide our service to the agreed quotation price but we reserve the right to make an annual price increase based on the RPI index or when the government increases the minimum wage.
  1. MARBEN & CO OBLIGATIONS 
  • Marben & Co shall introduce a cleaner in accordance with our ‘Cleaning Quotation’.
  • If your regular cleaner is; (1) sick/ill (2) on holiday (3) leaves for any other reason; then Marben & Co will endeavour to offer you a suitable replacement as quickly and efficiently as possible.
  • We will arrange suitable cover for your cleaning when your regular cleaner has notified us of breaks in their service.
  • We will endeavour to offer you a replacement cleaner within 48 hours of your original cleaning time/date if your regular cleaner is ill. However, we cannot guarantee this if (a) a second spare set of supervision keys has not been provided (b) there is not a key lock-box fitted to the property to gain entry.
  • Where carpets and or upholstery have been cleaned, we accept no liability for shrinkage or discolouration. We will report any issues within 48 hours.
  1. COMPLAINTS AND CLAIMS
  • The customer accepts and understands that poor service, breakage/damage or theft must be reported within 24 hours from the service date. Failure to do so will entitle the customer to no recovery cleaning.
  • Marben & Co may take up to 7 working days to respond to a written complaint.
  • Complaints are accepted verbally over the phone and in writing (letter or email). Complaints must be reported on completion or in the following 24-hours.
  • Key replacement/locksmith fees are paid only if keys are lost by our operatives.
  • Marben & Co agrees to keep all customer information confidential and observe general data protection regulations.
  1. INSURANCE
  • Marben & Co has Public and Employer’s liability insurance. A copy of our Public Liability Insurance is available on request. It is the customer responsibility to check whether the cover level meets with their needs.
  1. CUSTOMER SATISFACTION
  • The customer understands that he/she is not entitled to any refunds.
  • If the customer is not satisfied with a cleaning job, Marben & Co will endeavour to re-clean any areas and items to the customer’s satisfaction. Therefore the customer must allow the cleaner to return.
  1. LIABILTY

10.1 Marben & Co reserves the right not to be liable for:

10.2 Completing tasks which are not stated on a task list;

10.3 Cleaning jobs not complete due to (1) a lack of suitable cleaning detergents equipment in full working order, hot water or power, (2) unrealistic expectations on the cleaning tasks to be performed within the time (3) an unsafe working environment.

10.4 Third Party entering or present at the customer’s premises during the cleaning process.

10.5 Any damages caused by a faulty or not in full working order equipment supplied by the Customer.

10.6 If the customer has items which need special cleaning methods and special cleaning detergents, which have not been explained and or highlighted to the Cleaner.

  1. CANCELLATION

11.1 The Customer may terminate the cleaning service by giving 3 months (90 days) advanced notice in writing and specifying the last cleaning date, giving a valid reason.

11.2 The Customer agrees to pay the full monthly fee regardless of one off cancellations on their behalf.

11.3 The Customer agrees to pay the full price of the Cleaning visit in the event of a lock out caused by our cleaners being turned away; no one at the premises to let them in; or problems with the Customers keys.

  1. AFTER THE CANCELLATION OF THE CLEANING SERVICE

12.1 By entering into a service agreement with Marben and Co, the customer agrees that after the termination of the cleaning service the Company/Customer will not hire or use any services provided by a present of past cleaner introduced to the Customer by Marben and Co unless a TUPE scenario can be verified and established.

These terms and conditions shall be governed by the relevant United Kingdom law, and by agreeing to be bound by them the customer agrees to submit to the exclusive jurisdiction of the relevant courts of the United Kingdom. Marben & Co reserves the right to make any changes to any part of these terms and conditions without giving any prior notice. Should any of the above clauses change all existing customers will be notified

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