London Passion Cleaners Booking Terms and Conditions
Welcome to London Passion Cleaners website Terms and conditions (“Terms”). These are the terms that apply to the use of this website and by accessing and using the website and/or making a booking for our services, you agree to be bound by these terms and conditions.
These terms and conditions cover the rights and responsibilities between you, as a UK user, and London Passion Cleaners Limited also hereinafter referred to As LPC, a company incorporated in the United Kingdom under registration number 13977852 ("London Passion Cleaners", "we" or "us") regarding any services of selected third-party service providers (the "Professionals") carried out through our website www.londonpassioncleaners.com (the "Website"), we refer to the Website as the "LPC Platform". It is our recommendation that you print, or otherwise retain, these terms and conditions for future use and reference.
Please ensure to read these terms and conditions carefully before making a booking via the LPC Platform, as they will apply to your booking. By making a booking via the LPC Platform, you thereby confirm that you accept these terms and conditions, and that you agree to comply with and be bound by them. Please do not make a booking if there is anything in the Terms and Conditions that you disagree with. Also, if there is anything you do not understand, please ensure to contact us at info@londonpassioncleaners.com
With these terms and conditions, you agree that:
· We do not take responsibility for the performance of services by the Professionals on our platform, with the exception of some cases where we may provide a refund for, or rearrange for the provision of those services. If you cancel the services on less than 24 hours' notice, London Passion Cleaners may charge a cancellation fee as set out below:
· If you cancel the services during a Minimum Commitment Period, LPC may charge a £60 cancellation fee as set out below:
· We take responsibility for loss or damage you may suffer as a result of our negligence or breach of our obligations to you under these Booking Terms and Conditions up to certain limits depending on the obligation which may have been breached or which we have been negligent about, in so far as the loss or damage is reasonably foreseeable.
· We do not take responsibility for loss of income or any monetary or time loss.
· We reserve the right to amend or alter these Booking Terms and Conditions from time to time. The Booking Terms and Conditions which is in force at the time of booking shall apply to that booking;
· These Booking Terms and Conditions do not affect your legal rights as a consumer, or excludes or limits our liability if you suffer personal injury or death as a result of our negligence, or if you suffer loss or damage as a result of fraud or fraudulent misrepresentation which may have arisen on our part.
1. Introduction
a. The London Passion Cleaners Platform, hereinafter referred to as LPC is a technology platform that provides certain home services to you that LPC fulfils using independent home service providers hereinafter referred to as (“Professional”) who are customarily engaged in a trade, occupation and/or business of providing the services requested (“Services”).
b. The LPC platform provides information to enable you access such services but does not directly provide such services, nor does it intend to provide such services. We hereby expressly disclaim any responsibility or liability for any of the services accessed via out LPC platform.
c. We may alter or amend these Booking Terms and Conditions from time to time. You should therefore check these Booking Terms and Conditions each time you wish to make a booking via the LPC Platform to ensure that you understand the applicable terms at that point in time.
d. We and our Professionals are duty-bound by law to provide the Services in keeping with the relevant contract and as stated in these Terms and Conditions. All Services shown on the LPC Platform are subject to availability and the texts, images and/or descriptions of the Services on the LPC Platform are only for the purposes of illustration, as there may be variations in the actual services. We therefore require our Professionals to ensure that they provide the Services according to the provided descriptions.
e. It is your duty to ensure your personal safety and protect your property, as you would normally do while physically dealing with a person who is new to you, and not normally a part of your household. On our part, in order to ensure the reputation of our Professionals, we have undertaken the Basic Disclosure check, an identity check based on identifying documents.
2. How to make a booking
(i). You may only make a booking if you have attained the age of adulthood within your booking jurisdiction. We may require you to provide us with valid proof of identity in a form which we consider reasonably acceptable to us.
(ii). You may only make a booking for your personal use, or for the use of a person, including a company or other organisation which you are authorised to represent. Also, you may only book Services in relation to a location where you have the legal authority to do so.
(iii). You do have a choice of whichever Services you require, at what location, the duration, and the time for those Services to be provided via the LPC Platform. Upon selection of the relevant details, we will notify you of the cost of the Services as applicable to those details. If you would like to proceed with the booking, you may then wish to submit the order ("Order") to confirm your request.
(iii). When your order for Services has been submitted and received by us, we will send you an email acknowledging receipt of your booking ("Order Confirmation"). The Order is subject to such confirmation. A contract will be formed between you and the professional upon receipt of an Order Confirmation sent to you by us.
(iv). If you order a service which repeats on a regular basis ("Recurrent Service"), such as home cleaning to be carried out every two weeks, we will automatically schedule that Recurrent Service to occur on future dates indefinitely at the frequency you have requested. We are unable to guarantee that the same Professional will attend and carry out each Recurrent Service appointment. We also cannot guarantee that such Recurrent Service appointments will not be cancelled. If we do cancel, please see our policy on Cancellation of bookings below.
(v). It is our expectation that you treat Professionals courtesy, in accordance with the law and ensure that the location in which they will be carrying out the Services meets legally acceptable standards and in compliance with all applicable rules, regulations and laws.
(vi) You agree to select the right property specification that corresponds to the property for which you wish to order a service. Should you select a category with less rooms, bathrooms etc, upon arrival at your property, our pro reserves the right to provide service only for the actual rooms, bathrooms etc., indicated in your booking.
(vii). Nothing in these Booking Terms and Conditions will affect your legal rights.
3. Payment
(i) Our prices are subject to change at any time and will be as quoted on the LPC platform from time to time. However, such changes will not affect Orders for which you have previously been sent an Order Confirmation prior to the date of the publication of the change with the exception of orders for recurrent Services. In a case where you have booked a recurrent service, we shall notify you of any increase in price, prior to any such increase becoming effective. If you disagree with such an increase in price, you may cancel the Recurrent service without any further liability to us, so long as you provide us with a minimum notice of 24 hours. If, however, you do not cancel the Recurrent Service upon being notified of any price increase, you shall be deemed to be in acceptance of the price increase.
(ii) Our prices are on hourly rates as specified and they depend on various factors such as how frequent the service is scheduled to occur, and location of Service. A particular service may cost more if ordered less frequently or if executed at a different location. Some of our services have a minimum call- out time of 3 hours. If you choose for the professional to carry out the task in less time, the 3-hour minimum shall still be applicable and the service will not cost any less. If you have any unused time booked, contact us via the “Contact Us” page on the LPC website. We shall then make arrangements to refund you with any unused hours in excess of any minimum hours booked.
(iii) No VAT has been charged unless otherwise stated on the LPC platform.
(iv) In addition to the price for our service, you shall bear any cost of currency conversion or any other charges which may be incurred while making a payment.
(v) We collect payments via a third-party payment processor and Payment for all Services must be made at the time of submitting your Order in pounds sterling by credit or debit card, using our online payment facility. It is your responsibility to protect the confidentiality of personal security and information such as username and password which you use for making payments associated with services provided to you on the LPC Platform.
(vi) The optimum functionality of our payment system is of utmost concern to us and we do all we can, to always ensure a functional payment facility. However, However, we cannot guarantee that there will be no interruption / delay in the provision of such payment facility, nor will the facility be error or virus free. We aim to process your payments as quickly as possible but owing to factors beyond our control (such as delays due to maintenance of the banking facilities) we are unable to predict how quickly each payment processing will go through. In the event of such circumstances, we strive to notify you of such scheduled interruptions / maintenance and we shall do our very best to ensure that the payment system is restored to its fully functional state, at the earliest possible time.
(vii) If you accept this Agreement by proceeding to book our service, you are giving LPC (or a designated third-party payment processor on behalf of LPC) the permission to keep on file and access your credit card, debit card or any other accepted methods of payment, for the purpose of paying charges or fees which you owe LPC. You may be charged a one-off fee or on a recurring basis, depending on the nature of transaction you opt for. It is your responsibility to ensure that the information provided in relation to the transaction is accurate and up to date. You agree to pay in full, all charges or fees related to the use of your credit card, debit card or any other accepted methods of payment, for the purpose of paying charges or fees which you owe LPC at the prevailing price at the time of the transaction.
4. Cancellation of bookings
a. You have the right to cancel an Order and receive a refund in accordance with stated terms. This does not affect your other legal rights as a consumer.
b. We have the right to cancel an order or booking without notice, and make refunds where applicable, if we deem it in the interest of fostering our administrative process.
c. Should you wish to change or modify the details of, or cancel the Service you ordered after you have received an Order Confirmation from us, please contact us immediately at info@londonpassioncleaners.com
d. For any cancellation of Order (complete or partial):
(i) less than 2 hours in advance, we shall require from you, full payment of the amount that applies to the Service;
(ii) less than 24 hours in advance but more than 2 hours, you shall be entitled to a refund less the sum of £10 being an agreed cancellation fee.
(iii) If you cancel at least 24 hours in advance, you are eligible for a refund of the applicable amount. This shall be made through the original method of payment unless the cancellation is made within the Minimum Commitment Period as set out below:
d. Where a cancellation is attempted when a Service is due to occur within 2 hours of the request to cancel, no refund, promissory note or credit note will be given.
e. In the event that the allocated Professional makes a request to cancel or change the details of the Services you ordered after you have received an Order Confirmation from us, we shall endeavour to allocate you with another Professional to perform those Services for you, as per the original Order, but we cannot guarantee that this will be possible in every single circumstance.
f. Minimum Commitment Cleaning Plan:
(i) Plan Term: The term of your Minimum Commitment plan commences on the date of your first booking.
(ii) Pricing for Minimum Commitment Plan: If you select and agree to “Minimum Commitment” Plan over a period of time, we shall indicate it in your Order. This may attract different pricing. In majority of cases, the longer the duration, the lower the applicable price.
(iii) Cancellation during Minimum Commitment: You may reschedule a booking within the minimum Commitment Period, subject to the provisions in (iv) below:
· You also have the option for us to charge your credit card, debit card or other designated methods of payment with a sum that amounts to the Service booking charge and should you choose to cancel your service during the minimum Commitment period we shall credit your account accordingly.
· In addition, if you cancel a booking within 24 hours of the commencement time of the service, we may charge you additional fees subject to the provisions of (iv) below:
You may only use this credit to book any of our non-cleaning services within the minimum commitment period or any cleaning service after the expiration of the Minimum Commitment period.
· If you cancel your Cleaning Plan before the expiation of the Minimum Commitment Period and have failed to comply with the minimum Commitment, we shall, in addition to the standard cancellation fee, we shall charge you a cancellation fee of up to the sum of £60 except in circumstances where you can reasonably prove that you have not been able to meet up with the minimum commitment owing to our fault.
(iv) Rescheduling Service Bookings: If you have subscribed to a minimum commitment Plan, you may reschedule a booking without any charge or fee, so long as you do so, not less than 24 hours prior to the start time of the Service and the rescheduled booking will take place during your Minimum Commitment Period.
· If you reschedule less than 24 hours but not less than 2 hours of the Service commencement time, we shall charge you the sum of £10 being an agreed cancellation fee.
· If you request to reschedule or cancel a service less than 2 hours of the Service commencement time, we shall charge you the full amount due for the service. There shall be no refund, promissory note or credit note will be given
(v) Expiration of the Minimum Commitment: Upon the expiry of your Minimum Commitment Period, your agreed plan will remain active. We shall continue to schedule Professionals and payment for this Service- callout will be charged to your credit card, debit card or any other accepted methods of payment, unless you cancel your booking in accordance with the cancellation policy set out above.
5. Insurance:
(a) We have a £1m Public Liability insurance policy which is underwritten by a leading UK insurer. Excesses do apply to the tune of £200 and these yours to bear. This depends on the specific type of claim in question.
(b) Our insurance policy only covers extreme incidents and circumstances such as serious injury to the Professional or severe damage to property, caused by fire.
6. Liability
We do not owe any responsibility or liability to you for the physical service carried out by the Professionals booked via the LPC Platform, except as expressly set forth herein.
In consonance with our Booking Terms and Conditions, we owe you the following obligations:
(a). Under these Booking Terms and Conditions, we have certain obligations to you. These responsibilities are set out below:
In the event of negligence and / or a breach of our stated obligations to you, we shall take responsibility for the loss or damage which you may have suffered, in so far as the loss or damage is reasonably foreseeable.
· It is our responsibility to take your bookings and pass them onwards to our professionals for execution. If we have been negligent about or breached this obligation to you, we shall be liable for any reasonably foreseeable loss or damage which you may have suffered as a consequence, to the tune of a maximum of 120% of the amount you have paid to us for the Order in question.
· It is our responsibility to deal with payments which you have made in respect of your bookings for services. If we have been negligent about or breached this obligation to you, if for instance we fail to pass on such payment to the appropriate Professional, we shall be liable for any reasonably foreseeable loss or damage which you may have suffered as a consequence, to the tune of a maximum of 100% of the amount you have paid to us for the Order in question.
· It is our responsibility to ensure that we require our professionals to agree by way of a contract, that they do have the relevant and appropriate professional insurance. It is also our responsibility to ensure that our Professionals have passed a Basic Disclosure Check. This is an identity check which is based on identifying documents. If we have been negligent about or breached this obligation to you, we shall be liable for any reasonably foreseeable loss or damage which you may have suffered as a consequence, to the tune of a maximum of 120% of the amount you have paid to us for the Order in question.
(b).
· We shall not be liable for any form of loss (monetary or time loss) relating to your business, whether those losses are reasonably foreseeable or not. These losses could be in the form of loss of income or envisaged savings, loss of time or data. This does not however affect your legal rights.
(c). Our liability is not excluded or limited in the following circumstances:
· In the event of personal injury or death arising from our negligence;
· In the event of fraud or any form of misrepresentation with fraudulent intention.
· In the case of any form of liability which cannot be limited or excluded by law.
7. Variation of Booking Terms and Conditions by us:
(a) We reserve the right to, and may vary these Booking Terms and Conditions from time to time if:
(i) Any form of change occurs in the mode of operation of our business, which would reasonably necessitate the amendment of these Terms and Conditions.
(ii) We make changes in the payment system with which we process and accept payments from you;
(iii) Relevant laws, statutory requirements and codes of practice do change;
(b) Each time you make and Order through the LPC Platform, the order shall be governed by the booking Terms and Condition at the prevailing time in which you made the booking and those Terms shall be applicable to the Order between you and us.
(c) Any time we amend or revise these Booking Terms and Conditions, we shall keep you informed. This shall be indicated at the top of this page, with the relevant date of such amendment, revision or change.
8. Intellectual Property
The Platform, the Website, the London Passion Cleaners Platform and all the constituent elements therein, (together, the “Intellectual Property Elements”), particularly but not limited to, software, databases and contents of whatever form or nature (such as texts, images and logos) operated by London Passion Cleaners are subject to protection under copyright law and Intellectual Property rights.
As a user of the LPC platform, you agree that all intellectual Property Elements and all rights associated with them, are exclusively owned by London Passion Cleaners Ltd., and any reproduction, partly or wholly without due and prior authorisation from London Passion Cleaners Ltd., is forbidden unless otherwise permitted by applicable laws.
9. Complaints and Feedback
a. If you would like to make a complaint or provide any feedback about one of our Professionals or their Services, please contact us at info@londonpassioncleaners.com as soon as possible.
10. General Issues:
a. All items of communication and notices from you must be sent to us at info@londonpassioncleaners.com. We may communicate and give notice to you via post, email or by posting notices on the LPC Platform.
b. Our customer support hours are: 8am-7pm.
c. If any of these Booking Terms and Conditions is determined by a competent authority to be invalid, unlawful or unenforceable in whole or in part, such Term or Condition shall be deemed severed from the remaining Terms and Conditions. The remaining Terms and Conditions shall not cease to be valid. They shall continue to remain valid to the fullest extent permissible by the prevailing laws.
d. These Booking Terms and Conditions do not in ant way affect your legal rights.
e. These Booking Terms and conditions are governed by English law.
f. Should there be any disagreement between you and us with regards to these Booking Terms and Conditions, we shall endeavour to resolve such disagreements as speedily as possible. If, however, you are not satisfied with our resolution and wish to seek legal redress in a court of law, you must bring your legal action in a court of law within the United Kingdom.
Last Updated: November 20th, 2022.