Please read these Terms and Conditions carefully. By using our website and/or making a booking via email, phone, or online, you agree to be bound by these Terms.
If you do not agree, please do not use our website or services.
Company Details:
Gorilas Ltd (Trading as Lina Cleaners)
Manchester, United Kingdom, M18 8QB
📧 Email: info@linacleaners.co.uk
📞 Phone: 0161 3995 485
1. PAYMENT TERMS
1.1 Payment must be made before the cleaning service begins, unless otherwise agreed in writing.
1.2 All prices are based on the information provided at the time of booking and the average condition of the property.
If, upon arrival, the team determines that the job requires more time or differs from the initial description, the price will be adjusted accordingly.
Any change will be discussed and confirmed with the customer before work starts.
1.3 If the revised quote is not accepted, the booking may be cancelled, and a travel fee will be deducted before issuing any refund (processed within 5 business days).
1.4 Prices are inclusive of all cleaning materials and equipment unless otherwise stated.
2. SERVICE TERMS AND CONDITIONS (GENERAL)
2.1 Pricing, Parking, and Congestion Charges
2.1.1 All quotations are based on the average size and condition of the property.
2.1.2 Parking space or a valid parking permit must be provided by the customer.
If paid parking is required, this must be covered by the customer.
2.1.3 Customers are responsible for any parking penalties or congestion charges incurred due to incorrect or missing information.
2.1.4 If the property is located within the London Congestion Zone or similar charging zones in other cities, the fee will be added to the total cost.
2.1.5 Please notify us in advance of fragile or high-value items (e.g. antique furniture, parquet flooring, or bespoke surfaces) that may require special care.
2.2 Access, Utilities, and Property Conditions
2.2.1 The customer must provide access to the property, including keys or entry codes, at the agreed time.
2.2.2 Cleaning can only be carried out where there is running water, electricity, and adequate lighting.
2.2.3 If access is denied or utilities are unavailable upon arrival, a call-out fee of £50 may apply.
2.3 Insurance and Liability
2.3.1 Lina Cleaners holds full public liability insurance.
2.3.2 Any damage claims must be reported within 48 hours of the service.
Failure to report within this timeframe releases Lina Cleaners from liability.
2.3.3 We are not responsible for pre-existing damage, stains, or wear that cannot be removed by industry-standard cleaning methods.
2.3.4 We do not accept liability for:
- Cash, jewellery, art, or items of sentimental value.
- Damages resulting from faulty appliances, fixtures, or poor installation.
- Colour loss or wear of fabric/flooring revealed after cleaning.
2.3.5 If damage is confirmed, Lina Cleaners must be allowed to inspect and attempt repair using its approved contractor before third parties are engaged.
2.3.6 Liability is limited to the current cash value of the damaged item and only applies once payment for the service has been received in full.
2.4 Subcontractors
Lina Cleaners reserves the right to use subcontracted or partner cleaning teams.
All subcontractors are fully vetted and trained to Lina Cleaners standards.
3. END OF TENANCY & DEEP CLEANING TERMS
3.1 General Conditions
3.1.1 Prices are based on standard room sizes. Bedrooms larger than 20 m² or living areas larger than 40 m² will incur an additional charge.
3.1.2 All personal belongings must be removed prior to cleaning. If items remain, an additional charge of £50 may apply, and the cleaning guarantee will not cover that area.
3.1.3 The property must have running water and electricity available throughout the service.
3.1.4 The standard service includes cleaning of one single oven and one fridge freezer. Additional or larger appliances will incur an extra charge.
3.1.5 Wall washing, mould removal, curtains, and small electrical appliances (toasters, kettles, etc.) are not included unless specifically added at booking.
3.1.6 If ladders or special equipment are required to reach high areas, please inform us when booking.
3.1.7 Waste removal and rubbish disposal are not included in the service and will be quoted separately.
3.1.8 The client must ensure the fridge/freezer is defrosted prior to the cleaning appointment.
3.2 Cancellations and Rescheduling
3.2.1 Bookings can be cancelled or rescheduled free of charge with at least 24 hours’ notice.
3.2.2 Cancellations made within 24 hours of the scheduled start time will incur a 30% cancellation fee.
3.2.3 Failure to provide access on arrival will result in a £50 missed appointment fee.
3.3 Cleaning Guarantee & Complaints
3.3.1 Our End of Tenancy Cleaning includes a 72-hour re-clean guarantee.
If your landlord or agent is not satisfied with any area, we will return once to re-clean the disputed section free of charge (subject to availability).
3.3.2 The guarantee applies only if no one has occupied or used the property after the initial cleaning.
3.3.3 No refund will be issued once the cleaning service has been completed.
3.3.4 The client must allow Lina Cleaners to inspect and correct any issues before hiring another cleaning company.
4. CARPET, UPHOLSTERY & ADDITIONAL SERVICES
4.1 Lina Cleaners is not liable for carpet shrinkage due to poor fitting or pre-existing damage.
4.2 We cannot guarantee the complete removal of old stains or discolouration.
4.3 Furniture should not be placed on damp carpets until fully dry.
4.4 When booked alongside End of Tenancy Cleaning, carpet cleaning is not covered by the 72-hour guarantee.
4.5 Additional services such as oven, upholstery, or mattress cleaning can be added upon request.
5. PARKING & ACCESS CHARGES
5.1 The client must ensure suitable parking for our cleaning vehicle during the service.
5.2 Any parking fees or restrictions must be covered by the client.
5.3 If no parking is available, the appointment may be cancelled and a £50 call-out fee applied.
6. CONGESTION CHARGES
If the property is within a congestion or low emission zone (e.g. Central London), the corresponding charge will be added to the total invoice.
7. SHORT-NOTICE & ONLINE BOOKINGS
7.1 Online bookings should be made with at least 24 hours’ notice.
7.2 We cannot guarantee same-day availability unless confirmed by phone or email.
8. HEALTH, SAFETY & CUSTOMER RESPONSIBILITY
8.1 Customers must inform us of any hazardous areas, pets, or health concerns at the property.
8.2 Cleaning operatives are not permitted to lift heavy furniture (over 20kg) or use unsafe ladders.
8.3 Customers are responsible for ensuring the safety and security of valuables during the cleaning.
9. PAYMENT & LATE PAYMENTS
9.1 Payment must be completed before or on the day of service unless agreed otherwise.
9.2 Late or missed payments may result in administration fees or referral to a debt recovery agency.
9.3 Persistent non-payment may affect your credit rating as per UK regulations.
10. PRIVACY POLICY
Your personal details (name, address, phone, email) are used solely for service delivery and communication purposes.
We do not share or sell personal data to third parties, except as required for payment processing or legal obligations.
Please see our Privacy Policy for full details.
11. GOVERNING LAW
These Terms and Conditions are governed by and interpreted in accordance with UK law.
Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.
Contact Us
For any questions, complaints, or clarification regarding these Terms:
📧 info@linacleaners.co.uk
📞 0161 3995 485
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