Terms And Conditions

 

By accepting a quote and making a booking for a service either by e-mail or through our website’s contact forms, the customer agrees to be bound to the following terms & conditions of EndToEnd Ltd. These terms & conditions are designed to ensure there is no confusion about what our service includes, and excludes, and to ensure safety of your property and belongings. If you are unclear about any element, please contact us for clarification.

Our contact number is 07895 3000 51.

Contact email is endtoend.clean@gmail.com

Where we use the words ‘You’ or ‘Your’ it means the customer. ‘We’, ‘Us’ or ‘Our’ means EndToEnd Ltd.

SUMMARY

 

• By agreeing to these Booking Terms and Conditions you agree to our cancellation policy and Cancellation fees.
• EndToEnd reserves the right to amend the initial quotation, should the client’s original requirements change.
• The services are provided by a specialised team of cleaners, and the number of cleaners in a team does not affect the quoted price.
• The package price is based on a certain set of rooms/appliances. If any larger and/or additional rooms/appliances you should choose the customisable bookings, that enables you to select any extra rooms/appliances.
• The customer understands that the package deal excludes upholstery cleaning, carpet cleaning, amenities cleaning, washing up dishes, ceiling and wall cleaning, blinds, balconies/ terraces, patios, gardens and the outside of windows. To include these, please choose the customisable option.
• We are not responsible for loss of income, revenue, business, profits, anticipated savings, data or waste of management or office time.
• We may amend these Booking Terms and Conditions from time to time, and the Booking Terms and Conditions in force at the time a service is made will apply to that service.

1.0. End of tenancy cleaning service

1.1. What is an End of tenancy cleaning

It is a specialised, professional cleaning service carried out at the end of tenancy period, once all tenants have moved out and will help you get your rental deposit back and receive an excellent reference by returning the rental property to the estate agents or landlord/landlady in an acceptable condition. An end of tenancy cleaning is not about cleaning a particularly dirty property, but rather carrying out a specific task list.

1.2. Quotations, pricing information and fees

(1.2.1) When a customer asks for a quotation, we assume that the rooms in their property are responding to the size guide we have provided onto the booking section. If rooms are of significant larger sizes the quotation would be subject to change

 

(1.2.2) We reserve the right to amend the initial quotation, should the client’s original requirements change, or in case the client has provided wrong or incomplete information.

(1.2.3) The quotation provided for an end of tenancy cleaning is for a property in normal condition. (For more information on what we consider abnormal please see section 1.7.)

(1.2.4) Customers must be available to contact during the cleaning service in case we need authorisation for extra work, items, rooms that have not been mentioned etc. If we fail to hear from customer within half an hour of our initial contact attempt regarding the matter, we will proceed with the extra work and the extra fee will be due.

(1.2.5) If customer does not agree with the additional charge, the additional work will not be carried out, and any complains about will be dismissed.

(1.2.6) Customers agree to provide timely and easy access to the property where the cleaning will take place. Any delays in starting time not caused by EndToEnd will incur an additional charge of £20 per hour. The first half an hour of the delay will be Free of charge, as we are aware unexpected things may happen.

(1.2.7) We will make every effort to be on time for the cleaning appointment. If we are running late, we will inform the customer in writing (text, email) as soon as we become aware of the delay. You can be assured that the delay will not deduct time from the cleaning service. If we are running more than 1 hour late, the customer will be given the options to keep the booking, reschedule for another day, or cancel the booking free of charge.

(1.2.8) If collection of keys is required from a different location, an additional fee will apply.

 

2 MAKING A BOOKING

2.1. We may ask you to provide a valid proof of identity in a form reasonably acceptable to us upon request.

2.2. You may make a booking only under your name. If you make a booking under another person’s name, this person is responsible for contacting EndToEnd regarding the service booked and all possible issues.

2.3. Once entered on the EndToEnd website, you can select the service you require, the location, and the time. If your property doesn’t match any presented package, there is an option to customise your booking elements, with the certain cost presented. When you enter the specific details, we will notify you of the estimated cost and the estimated time required to carry out the service.

 

2.4. If the property size and condition exceed the estimation limits, and finishing the job requires more time, customer will be presented with an option to extend the time length, and a charge of £25/h will be applied.

2.5. When you submit your Order for Service, we will send you an email acknowledging receipt of that service (“Order Confirmation”). Please note that the service is only confirmed when you receive the Order Confirmation. The contract between you and EndToEnd will be formed only when you receive the Order Confirmation.

2.6. You must treat the assigned cleaner courteously and lawfully and ensure that the location in which he/she provides the service is safe, and that an appropriate working environment is supplied for the professional, in compliance with all applicable laws and regulations.

2.7. We strongly advise that you exercise caution and common sense to protect your personal safety and property. Whilst we have undertaken a Basic Disclosure and Barring Service check (DBS), an identity check based on identifying documents, and a check for adverse financial history such as bankruptcy, it is your responsibility to keep yourself safe by having all personal or sentimental possessions locked away.

 

3 Payments

General

3.1. The price of the services on the EndToEnd platform may be subject to change from time to time, and we will endeavour to ensure that our website prices are accurately updated accordingly.

3.2. Prices are based on the specified property size and condition.

3.3. Any currency conversion costs, or other charges incurred in making a payment will be borne by you in addition to the price due to us.

3.5. We use ‘Stripe’ as our payment processing partner. To place a booking, you will be required to pay the estimated amount, or a part of it as a deposit.

 

3.6. Payment can be made on our website via Stripe at times of the booking request or via payment link sent to you via email, and a receipt will be sent via email after the service.

3.7. EndToEnd reserves the rights to decline your payment method in case of insufficient funds on your card or suspicions of fraud or for any other reason.

3.8. EndToEnd holds the estimated amount after the booking has been placed to ensure payment will be provided after the service is completed.

3.9. All information that you provide in connection with a purchase or transaction or other monetary transaction interaction with the service must be accurate, complete, and current.

3.10. You agree to pay all charges incurred at the prices in effect when such charges are incurred.

3.11. The Customer agrees that any outstanding amount owed to EndToEnd Ltd will be settled within 7 days of the service.

3.12. The Customer understands that any ‘late payments’ may be subject to additional fees.

3.13. The Customer may not withhold any part of the agreed price, unless agreed by us in writing.

3.14. If payment is not made after terms of invoice, the account will be passed to our debt collection agency, after which a charge of 20% of the initial invoice due will be added to the debt. You agree as part of this contract to pay this sum which represents our reasonable costs in collecting the outstanding amounts.

 

4. REFUNDS

   4.1. EndToEnd LTD does not offer any refunds for services provided, which is why we always encourage our customers to fully inspect the cleaning before our professional/s leave to ensure that you are completely satisfied with the results.

4.2. If you are dissatisfied with the service, then any issue must be reported within 48 hours of completion of the service. We will then attempt to rectify these issues.

 

4.3. We will return a part of your initial payment in case of cancellation, depending on the circumstances. (See our cancellation policy)

5 Confirmation and service Guarantee

5.1. To confirm a booking a customer must state in writing (via email to endtoend.clean@gmail.com) the desired time slot on the date they have previously selected. For payment information please see section 2.0.

5.2 Our end of tenancy cleaning service is fully guaranteed. If there is anything left not cleaned, through human error, we will be more than happy to go back and rectify it FREE of charge!
Inventory checkout must be carried out within 24 hours of the completion of the clean, and any shortfalls reported within 48 hours of the clean in the form of an official inventory report!
The customer must forward the official inventory report within 48 hours of the service. We promise to organise a FREE return within 7 Days of receiving a complaint in the form of official inventory report at time suitable for both sides. We do not offer refunds!

5.3. Customer understands that we will not offer a free re-clean in the following cases:
– If the client or a third party has lived in, used or carried out work in any rooms/items in the property after an end of tenancy cleaning service has been carried out.
– If customer inform us outside the 48h guaranteed period, however we would still be happy to look into it and try and help.
– If inventory checkout was not carried out within 24 hours of completion of the service.
– If customer had not moved their possessions out and we do not have access to clean all areas of the property, we would do the best we can but it is likely there would be complications at the checkout inspection.

 

– If customers fail to provide hot water and electricity.

 

-If their complain doesn’t match with the detailed photo report from professionals.

6. What is included in the service

6.1. Everything that most reputable estate agents and landlords require at the end of your tenancy. You can check our extensive cleaning checklist here.

6.2. All rooms and appliance included in the package or customised booking, customer have selected.

7. What is NOT included in the service package

7.1.Secondary glazing, basements and storage rooms, conservatories, external areas of the property or deep cleaning of venetian blinds and window shutters, are not included in the service package. If you do need any of those cleaned, you should choose the customisable bookings, that enables you to select any extra rooms/appliances.

7.2. If you require deep cleaning of venetian blinds, external window cleaning, or cleaning of balconies, patios and garages, you should choose the customisable bookings, that enables you to select any extra rooms/appliances

7.3. We do NOT wash or clean/wipe painted walls or ceilings.

7.4.We will do our best to move furniture, provided that any items of furniture can easily and safely be moved by one person. We do not move out fitted appliances (such as Washing Machines, Driers, Dish Washers, Cookers, Fridges and Freezers.) in kitchens and utility rooms for health and safety reasons.

7.5. We do not take cutlery, crockery, pots, pans and kitchen utensils out of kitchen cabinets to clean inside and put them back, nor do we wash any of them. This could be arranged if required at an additional fee.

7.6. Cleaning for one of each appliance (1 single oven, 1 washing machine, 1 fridge, 1 dishwasher) is included in the service. If you do need any extra of those cleaned, or they are exceeding the average size you should choose the customisable bookings, that enables you to select any extra rooms/appliances.

7.7. Cleaning the insides of the inner and outer oven door glass may not be possible. If design allows and no special tools are required, we will dismantle the door and clean the inner sides of the door glass.

7.8. We can only reach as high as we can reach using 2m long dusters for high areas. We do not use ladders due to health and safety reasons.

7.9. Please be aware that for properties where pets have lived, fully removing pet fur cannot be guaranteed, and we will not return free of charge should a complaint about pet fur arise.

7.10. The service is not time limited, we can only give a rough estimate of the duration of the cleaning service, which is based on our experience and on the description of the property provided by the customer. Please note that duration may vary therefore a degree of flexibility is required.

7.11. Mould and rust removal. Permanent stains to hard surfaces such as wood, stone, tiles, grouting, metal.

7.12. Cleaning fireplaces is not included. Mantlepiece and front part of the hearth will be wiped.

7.13. Scrubbing of paint spots from floors or hard surfaces is not part of the service.

8. In preparation for the End of tenancy cleaning service

8.1. We kindly advise all customers that they must be completely moved out, and all rubbish removed from the premises prior to the cleaning service taking place. If this condition has not been met, we will do our best to clean everything that we have access to, but we cannot guarantee the service and if it fails inventory, we will not go back free of charge.

8.2. Please make sure the freezer is defrosted one day in advance, as if it is not, it will be cleaned as much as possible. (Also make sure that the floor is dry and secured)

8.3. If there are delicate surfaces in the property like special delicate wood, marble, natural stone floors or worktops you need to inform us in advance and provide the appropriate cleaning products as per manufacturers specifications and a list of instructions how to be diluted and used.

8.4. We need access to hot water, electricity, normal thermal and lighting conditions. If there is no access to hot water and electricity, we could still carry out the clean, however service will not be guaranteed.

8.5. If the customer has scheduled an inventory check, then it must be scheduled to commence no later than 24 hours after the cleaning job has taken place. Failure to do so may cause surfaces to get dusty from an airborne dust that settles and may fail inventory check out inspection.

9. Properties in abnormal condition

9.1. The quotation provided for an end of tenancy cleaning is for a property in normal condition. Please check what we consider abnormal here, and please let us know if your property is in similar condition prior to the cleaning. If you are not sure whether your property falls within this description, please send us photos of the property (particularly of any areas you think may be considered abnormal) and based on these photos we will advise whether it is within our capabilities to clean and any additional charges. Should we arrive to find the property in similar condition, without notification of the state of the property beforehand, additional fees may apply.

9.2. In situations where we consider the property beyond our abilities or hazardous to the health of our workers, we reserve the right to cancel the service and a cancelation fee is payable by the customer.

9.3. We assess the condition on entering the property and the decision is made on a case-by-case basis. This will be communicated to the customer via phone call and confirmed in writing via text or email.

10. EndToEnd cancelling the service

We reserve the right to cancel the cleaning service if:

10.1. The condition of the property is hazardous to the health and well-being of our operatives. For more information, please see section 1.7.

11.1 The client has misrepresented any information/facts or has given us incorrect property description.

11.2. Keys provided don’t open the lock or require special efforts or skills.

11.3 Lack of normal working conditions for cleaning (e.g. lack of water, electricity or poor lighting conditions, or the presence of a third party, such as builders, painters, removal people, etc).

11.4. If our operatives are verbally or physically abused or discriminated in any way.

11.5. We will make every effort to get to you on time on Tube strike days, however we reserve the right to cancel or reschedule the cleaning service if it is impossible to get to the job address due to lack of transport or gridlocked traffic.

11.6. If ambient temperature is below 10 degrees Celsius and heating in the property is not working booking will be cancelled and cancellation fee will apply.

12. Liability

EndToEnd Ltd reserves the right not to be liable for:

12.1. Not completing tasks which are not stated on our task checklist.

12.2. Cleaning jobs not complete due to the lack of hot water or power or poor lighting conditions or due to any other obstruction to the cleaning process.

12.3. Not complete cleaning jobs due third party entering or present at the customer’s premises during the cleaning process obstructing our work.

12.4. Damages caused to special surfaces (such as marble, glass, wood or natural stone), unless you have notified us in writing of their presence before we commence the services and provided the necessary products and written instructions how to be used.

12.5. The disposal of personal belongings left in the property being cleaned at the end of a tenancy if the customer has not specifically asked us to leave those in the property.

12.6. If the customer has items which need special cleaning methods and special cleaning products, the customer must provide the cleaning products and instructions how to use them.

12.7. Any failing inventory checks or additional charges incurred by the customer if EndToEnd Ltd is not allowed to return to the premises to rectify any omissions or if a follow-up clean has been carried out not by ourselves without our consent.

12.8. A reimbursement of any charges paid for a repair of a damaged item carried out by a third party without our prior consent.

12.9. Damaged items, mechanisms or surfaces, unless there is evidence of external impact.

12.10. Paint peeling off from walls and other painted surfaces if it appears old, cracked or damaged

12.11. Damage to items or their loss if caused by any of the following reasons:

– Normal wear and tear or deterioration, leakage or evaporation or from unstable or perishable goods.
– Infestation by moth, vermin or anything similar.
– Cleaning, repairing or restoring goods, unless undertaken by ourselves.
– Goods not packed by us, including those in wardrobes, drawers, or appliances, or in a package, bundle, case or other container.
– Electrical / mechanical faults to any appliance or mechanical instrument, unless there is evidence of external impact.
– To jewellery, watches, trinkets, precious stones or metals, money, deeds, securities, stamps, items of sentimental value, coins or goods or collections of any similar kind, unless we have confirmed in writing that we accept responsibility and you have given us description and value of those articles.
– Any goods already proven defective or goods, which are inherently defective.
– To pets or animals (including reptiles, fish and birds) whether in cage, tank or animal carrier.
– To plants.
– To refrigerated or frozen food or drink.
– To data, files, software or digital contents of any computer or similar device.
– To fragile and highly breakable items if they have not been secured or removed by the customer.

(1.9.m) EndToEnd will not be liable for verbal requests made by customer either to cleaners or office staff, i.e. to dispose certain items but not some, to accept or reject some deliveries made to the property, to lock some locks but not others, to not clean certain areas, to do extra tasks not included in our tasks list. All special requests should be made clearly and emailed to endtoend.clean@gmail.com to avoid miscommunication.

13. Complaints

 

13.1. If you would like to make a complaint or provide negative feedback about one of our professional/s or the service generally, please contact us at endtoend.clean@gmail.com as soon as possible. We’ll then contact the professional and try to resolve any issues on your behalf.

13.2. If you are unhappy with the service received from a cleaner, then in the first instance you should speak to the cleaner yourself to try to resolve the issue.

13.3. If you are unable to resolve the issue with the cleaner, then please let us know and we will try to resolve the issue. If we are unable to resolve the issue following contact with the cleaner, you may arrange for the re-performance of the disputed/complained about aspect of the service by an alternative professional, at no additional cost to you.

13.4. Our end of tenancy cleaning service is 100% Guaranteed. If for any reason you are not happy with the service, please do get in touch and we will be happy to discuss and find a solution. We are fully committed to helping you to get your deposit back! Although we work hard to achieve the best result possible, sometimes we may miss some areas when cleaning your property.

13.5. The customer accepts and understands that omissions for an end of tenancy must be reported within 48 hours from the service date, and official inventory report carried out within 24 hours of the service must be provided outlining shortfalls in the clean.

13.6. Any damage must be reported at inspection on job completion or maximum 24 hours after it. Failure to do so will entitle customer to no compensations of any kind. We do not offer refunds!

13.7. In case of electrical appliance failure post cleaning, we will not be liable unless there is a sign of external impact.

13.8. All complaints must be reported to us in writing. Please email us @ (endtoend.clean@gmail.com) within 48 hours

13.9. We take photos before and after each service as proof of the cleaning.

 

14. CANCELLATION

14.1. In addition to your other legal rights as a consumer, you have the right to cancel an order, subject to our Cancellations Policy, which you agree to by accepting our Booking Terms and Conditions. Please familiarise yourself with our Cancellation Policy, and any cancellation penalty fees you may incur as a result of the cancellation.

14.2. Cancellation Policy

Time is valuable for both clients and cleaners. That is why we have introduced a Cancellation Policy for both clients and our professionals, which also covers rescheduling.  By accepting our terms and conditions you accept the conditions set out in this cancellation policy.

• Cancellation/Rescheduling between 12-24 hours prior to the start time, after the booking is confirmed: 20%
• Cancellation/Rescheduling 12-6 hours prior to the start time, after the booking is confirmed: 30%
• Cancellation/Rescheduling 6-3 hours prior to the start time, after the booking is confirmed: 40%
• No Show Up or Cancellation/Rescheduling less than 3 hour prior to the starting time 60%

14.3. No show up is considered when the cleaner/s arrive, but the client is not reachable within 30 minutes, and they cannot access the client’s property.

14.4. Fee applied when a cleaner reported the case to EndToEnd and provided print screen with unanswered calls to the client’s number and a picture of the property door.

15. DATA PROTECTION

We will process any personal data provided by you in accordance with UK data protection legislation. Please see our Privacy Policy for further information on what personal data we process and for what purpose.

16. LEGAL JURUSDICTION

B  If any of these Booking Terms and Conditions are determined by a competent authority to be invalid, unlawful or unenforceable to any extent, such term, condition or provision will to that extent be severed from the remaining terms, conditions and provisions which will continue to be valid to the fullest extent permitted by law. 

Carpet, Rug, Upholstery cleaning and Stain removal services

17. Quotations, pricing information and fees
    

17.1. We reserve the right to amend the initial quotation, should the client’s original requirements change, or in case the client has provided wrong or incomplete information.

17.2. Customers must be available to contact during the cleaning service in case we need authorisation for extra work/rooms that have not been mentioned etc. If we fail to hear from customer within half an hour of our initial contact attempt regarding the matter, we will proceed with the extra work and the extra fee will be due.

17.3. Customers agree to provide a timely and easy access to the property where the service will take place. Any delay in the start of the cleaning service caused by the customer will result in additional charge of £20 per hour.

17.4. If collection of keys is required from a different location, £20 collection fee will apply.

17.5. When a customer asks for a quotation, we assume that the rooms, carpets, rugs and upholstery in their property are responding to the size guide we have provided onto the booking section. If they are of significant larger sizes quotation would be subject to change.

18. Confirmation and Our Guarantee

    18.1.To confirm a booking a customer must state in writing (via email to endtoend.clean@gmail.com) the desired time slot on the date they have previously selected.

 

18.2. Our professionals are fully trained and experienced professionals who would deliver the best result possible, using industry approved methods and taking advantage of best machines and professional products available on the market. We have a very high success rate in removing all sorts of stains that have not been attempted, however, we cannot guarantee that every stain will be entirely removed. Here you can find photos of our latest stain removal jobs.

19. What is included in the carpet and rug cleaning service

This will depend on the carpet or rug cleaning service the customer has selected.

20. What’s not included in the carpet and rug cleaning service

20.1. Removal of pet fur that is embedded into carpets and rugs.

20.2. Furniture indentations in carpets and rugs cannot be fully removed with professional cleaning but may improve.

20.3. Professional carpet cleaning methods can clean the surface, but we do not have access to areas such as the underlay.

20.4. Moving large, heavy or fragile furniture i.e. beds, wardrobes, chests of drawers is not included in our service. We only clean the exposed areas of the carpets, sofas, mattresses and rugs.

20.5 Removal of lint bobbles

21. In preparation for the carpet or rug cleaning service
    
    21.1. We need access to hot water and electricity.
    
    21.2. Carpeted areas booked for professional cleaning must be cleared so we have access to clean as much as possible.

21.3. Parking arrangement must be confirmed before the technician arrives.
 

22. What is included in the upholstery and mattress cleaning Service

This will depend on which professional mattress or upholstery cleaning service the customer has selected.

We try and gather as much information as possible beforehand to provide most suitable and effective cleaning method.

23. What’s not included in the upholstery mattress and curtain cleaning service

23.1. Removal of pet fur or hair that is embedded into mattresses or upholstery, including curtains and fabric blinds.

23.2. Professional mattress and upholstery cleaning methods can clean the surface, but we do not have access to areas such as the sofa/mattress filling.

24. What’s not included in the Stain removal service

24.1. Removal of pet fur that is embedded into mattresses or upholstery, including curtains and fabric blinds.

24.2. Professional mattress and upholstery cleaning methods can clean the surface, but we do not have access to areas such as the sofa/mattress filling.

25. Liability

EndToEnd Ltd reserves the right not to be liable for:

25.1 Wear, discolouration or staining of carpets, rugs and upholstery becoming more visible once soiling has been removed or after stain removal treatment. Discolouration or colour loss caused by domestic cleaning products may become more visible after soiling and product residue has been removed.

25.2. Professional cleaning following a home attempt can reveal discolouration or colour loss caused by domestic cleaning products; this may become more visible after soiling and/or product residue has been removed.

25.3. The larger the stain the less likely it is to blend.

25.4. Failing to remove old/permanent stains that cannot be removed using industry approved professional carpet, rug and upholstery cleaning methods.

25.5. We can only clean the surface of the carpets and upholstery/mattresses, if the stains and smells have gone into the underlay or the carpet or the filling of the upholstery/mattress, we have no access to clean this.

25.6. Stains not visible to the naked eye may become visible once cleaning has taken place.

25.7. Removal of grey or dark edges of fitted carpets, these are filtration marks and most of the time cannot be fully removed.

25.8. Existing damage or spillage that cannot be cleaned/removed completely using industry approved professional cleaning detergents and equipment, or professional carpet, rug and upholstery cleaning equipment.

25.9. Damages becoming more visible after inappropriate domestic products used before or after our service (e.g., if products used soften the carpet adhesive and cause delamination of the fibres)

25.10. Moth damage to carpets, rugs or upholstery becoming more visible after the service.

25.11. Where there is/has been moth infestation, carpet or rug fibres can become loose and can be extracted with the high filtration vacuum, therefore we will only clean around these areas.

25.12. Some fibres absorb a lot of moisture during the cleaning process and as a result carpets which are not installed properly or area rugs may ripple, become wavy. Once moisture is released, they will go flat again. This process may take over a week.

25.13. Sometimes, soft furniture made of cellulosic fibres such as cotton, linen, and viscose may develop a phenomenon called cellulosic browning after cleaning. This browning resembles a water stain and, in most cases, is reversible. It is crucial to inform us if your furniture contains any cellulosic fibres, as this information will impact how we treat your furniture.

25.14. EndToEnd will not be liable for verbal requests made by customer either to cleaners or office staff, i.e., to dispose certain items but not some, to accept or reject some deliveries made to the property, to lock some locks but not others, to not clean certain areas, to do extra tasks not included in our tasks list. All special requests should be made clearly via emailed to endtoend.clean@gmail.com to avoid miscommunication.

25.15. Upholstery fabric tailoring pen marks to become visible after a professional cleaning: These pen marks are usually on the back of the fabric and the cleaning process can bring them to the surface. There is no way for us to predict this and we cannot be held responsible should this happen.

25.16. Not completing tasks which are not stated in the booked service checklist.

25.17. Cleaning jobs not complete due to the lack of hot water or power or poor lighting conditions or due to any other obstruction to the cleaning process.

25.18. Not complete cleaning jobs due third party entering or present at the customer’s premises during the cleaning process obstructing our work (workmen, movers, etc.).

25.19. Damages caused to special surfaces (such as marble, glass, wood or natural stone), unless you have notified us in writing of their presence before we commence the services.

25.20. A reimbursement of any charges paid for a repair of a damaged item carried out by a third party without our written consent.

25.21. A damage to items or their loss if caused by any of the following reasons:
– Normal wear and tear or deterioration, leakage or evaporation or from unstable or perishable goods.
– Infestation by moth, vermin or anything similar.
– Cleaning, repairing or restoring goods, unless undertaken by ourselves.
– To jewellery, watches, trinkets, precious stones or metals, money, deeds, securities, stamps, items of sentimental value, coins or goods or collections of any similar kind, unless we have confirmed in writing that we accept responsibility and you have given us description and value of those articles.
– Any goods already proven defective or goods, which are inherently defective.
– To pets or animals (including reptiles, fish and birds) whether in cage, tank or animal carrier.
– To plants.
– To refrigerated or frozen food or drink.
– To data, files, software or digital contents of any computer or similar device.
– To fragile and highly breakable items if they have not been secured or removed by the customer.

26. EndToEnd Ltd is liable for:

26.1. Keeping all customers’ information confidential.

26.2. Key replacement/locksmith fees only if keys were lost by our operatives. There is a £50 per household liability limit. If a master key has been lost by our operatives, our liability is limited to £100.

26.3. The repair of a damaged item at its cost if the damage was caused by a member of our staff. For this purpose, a representative of EndToEnd Ltd must be allowed to return to the client’s property to assess the damage in person and determine if it is possible to repair the damaged item. If the item cannot be repaired, EndToEnd Ltd will rectify the problem by crediting the customer with the item’s present actual cash value toward a like replacement from a EndToEnd Ltd.’s source upon payment of cleaning services rendered.