Terms & Conditions

Agreement to Terms

By booking cleaning services with Jana Helps, you agree to be bound by these Terms and Conditions. Please read them carefully before engaging our services. If you have questions, contact us on 07520 633709 or email david@janahelps.co.uk.

Services Provided

Jana Helps provides professional domestic and commercial cleaning services across Reading, Berkshire, Marlow, and surrounding areas. Services include regular cleaning, deep cleaning, spring cleaning, builders' cleans, end of tenancy cleaning, and commercial cleaning contracts.

Booking & Scheduling

Making a Booking

• Bookings can be made by phone, email, or through our website contact form
• A booking is confirmed once we provide written confirmation (email or SMS)
• For regular cleaning, we'll agree a recurring schedule at the time of booking
• We recommend booking at least 48 hours in advance, though we'll accommodate urgent requests where possible

Rescheduling

We understand plans change. You may reschedule appointments by giving us at least 24 hours notice. Last-minute changes may incur a rescheduling fee.

Cancellations

• Cancellations require at least 24 hours notice
• Cancellations with less than 24 hours notice may incur a 50% cancellation fee
• No-shows (where we attend but cannot access the property) will be charged in full
• For regular cleaning contracts, please give one week's notice to avoid charges

Access & Security

Property Access

• You're responsible for providing access to your property at the scheduled time
• This may include keys, access codes, or being present to let our team in
• If access is denied and we've travelled to your property, you'll be charged a call-out fee
• Keys or codes provided will be stored securely and only used for service delivery

Valuables & Fragile Items

While our staff are trustworthy and DBS checked, we recommend securing valuables and fragile items before cleaning. We cannot be held responsible for damage to antiques, collectibles, or items of significant sentimental value unless caused by gross negligence.

Pricing & Payment

Pricing

• Prices are quoted based on property size, service type, and frequency
• All prices include professional-grade eco-friendly cleaning products and equipment
• Prices are subject to VAT where applicable
• We reserve the right to review and adjust prices with 30 days written notice

Payment Terms

• Payment is due on completion of service or as per contract terms
• We accept bank transfers, cash, and cheques
• Regular cleaning contracts can be paid monthly by direct debit
• Outstanding payments for more than 14 days may incur late payment charges
• Services may be suspended for accounts with overdue payments

Service Quality & Guarantees

Our Commitment

We're committed to delivering exceptional cleaning services. If you're not satisfied with any aspect of our service:

• Contact us within 24 hours of the service
• We'll arrange to return and re-clean the affected areas at no extra charge
• This guarantee applies to specific cleaning issues, not subjective preferences

Service Limitations

Some stains, marks, or damage may be permanent and beyond professional cleaning. We'll inform you of any issues encountered during cleaning. Our service does not include repairs, maintenance, or treatment of structural issues.

Insurance & Liability

Our Insurance

Jana Helps carries comprehensive public liability insurance. In the unlikely event of damage caused by our negligence:

• Report damage immediately, ideally before our team leaves the property
• Provide photographic evidence and damage assessment
• Claims must be submitted in writing within 48 hours
• Our insurance will cover legitimate claims up to policy limits

Liability Limits

Our liability is limited to the insurance policy coverage amount. We're not liable for pre-existing damage, wear and tear, or damage caused by factors outside our control. Total liability for any single claim will not exceed the value of the cleaning service provided.

Client Responsibilities

• Provide accurate information about property access and cleaning requirements
• Inform us of any hazards, fragile items, or special considerations
• Ensure pets are secured or removed during cleaning (for safety reasons)
• Notify us of any allergies or sensitivities to cleaning products
• Provide working utilities (water, electricity) at the property
• Remove personal items from areas requiring cleaning

Health & Safety

We follow rigorous health and safety protocols. Our staff are trained in safe cleaning practices and use of professional equipment. If we identify safety hazards at your property, we may refuse to clean until hazards are addressed.

Data Protection

We handle your personal information in accordance with UK data protection law and our Privacy Policy. Your information is used solely to provide cleaning services and is stored securely.

Termination

Regular Cleaning Contracts

• Either party may terminate with 2 weeks written notice
• Outstanding payments remain due after termination
• Early termination without notice may incur fees

Grounds for Immediate Termination

We reserve the right to terminate services immediately if:

• Payment terms are breached
• Our staff experience abuse, harassment, or unsafe conditions
• Access to the property is unreasonably denied
• Terms and Conditions are materially breached

Complaints Procedure

If you have a complaint about our services:

1. Contact us immediately on 07520 633709 or email david@janahelps.co.uk
2. Explain the issue clearly with specific details
3. We'll acknowledge your complaint within 24 hours
4. We'll investigate and respond with a resolution within 5 working days
5. If you're not satisfied with our response, request escalation to management

Force Majeure

We're not liable for failure to provide services due to circumstances beyond our reasonable control, including severe weather, transportation strikes, pandemics, or other force majeure events. We'll reschedule services as soon as reasonably possible.

Changes to Terms

We may update these Terms and Conditions from time to time. Significant changes will be communicated to existing customers via email. Continued use of our services after changes constitutes acceptance of updated terms.

Governing Law

These Terms and Conditions are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

Contact Information