Terms and Conditions

These Terms and Conditions represent a contract between Milie Services Limited and a Customer who by using Milie Services Limited constitutes to have read, fully understood and agreed to our Terms and Conditions.

Milie Services Limited reserves the right to make further changes to these Terms and Conditions without any prior notice. For further information or updates please visit our website at www.milie.co.uk.

Milie Services Limited and its representatives agree to treat each of their Customers with respect, professionalism as well as use every care while in the Customer’s premises. We agree to make every effort to accomplish each service we provide to the best possible standard.

Milie Services Limited agrees to provide all necessary information regarding completed services, as well as notify the Customer of any necessary changes in the cleaning schedule of his/her premises within 3 working days in advance when possible.

In cases when a cleaner is running late or unable to provide scheduled service Milie Services Limited must notify the Customer as soon as such situation occur and offer an alternative solution.

Milie Services Limited guarantees that its representatives are fully trained, vetted and insured as well as that they have obtained the right to legally work and live in UK before sending them to Customers’ premises.

Milie Services Limited agrees to keep all information regarding its Customers private and confidential. Information such as names, e-mail addresses and contact telephone numbers are being safely stored on our system to which only certified personnel have access to.

If keys are being provided they are kept with no name, door/security codes, addresses and post codes on them for security reasons.

All representatives of Milie Services Limited have signed Privacy and Confidentiality Policy.

Milie Services Limited agrees to provide all needed cleaning detergents, vacuum cleaner, mop and bucket for services such as Pre/End of Tenancy cleaning, After Builders cleaning, Before/After Party cleaning as advertised.

All refunds will be made within 5 working days.

Milie Services Limited is obliged to provide detailed report of the work carried out for services such as Pre/End of Tenancy Cleaning, Carpet Cleaning.

Milie Services Limited agrees to process claims for damages worth £250 or more immediately after the Customer has made the required excess payment. For further information on claims please see our COMPLAINS and CLAIMS POLICY. In cases when extra time or additional information is needed Milie Services Limited must notify the Customer immediately.

• Service Regulations
1. Milie Services Limited agrees to perform service specified by the Customer in a professional manner using every care to accomplish high quality service.
2. There is a minimum of 3 hours per visit on all types of services except for office cleaning, carpet/upholstery cleaning service.
3. It is the Customer's obligation to provide all necessary cleaning detergents and equipment in safe and fully working order. Failure to do so may result in poor quality service. In such cases Milie Services Limited cannot be held responsible and no refunds can be claimed by the Customer for this particular job.
4. In cases where the cleaner is sick, delayed, and unavailable or needs to be replaced Milie Services’ Limited representatives are obliged to notify the Customer as soon as any of the above issues occur and offer an alternative solution.
5. All our representatives have been fully trained, vetted, insured and they all have legal right to live and work in UK. All our cleaners have got references which are available on request and they all have signed Privacy and Confidentiality Agreement.
• Regular Weekly /Fortnightly Cleaning Services
1. Milie Services Limited requires minimum of 3 hours per visit on regular weekly and regular fortnightly basis.
2. The Customer agrees to notify Milie Services Limited of any preferences he/she may have regarding the cleaning schedule of his/her premises. We strongly advise a provision of full list of requirements.
3. It is the Customer’s obligation to provide all necessary cleaning detergents and equipment in safe and fully working order. Failure to do so may result in poor quality service. In such cases Milie Services Limited cannot be held responsible and no refunds can be claimed by the Customer for this particular job.
4. The Customer understands that the price quoted over the phone, via e-mail or fax does not include anything else apart from cleaning and ironing.
5. The Customer agrees to pay the quoted amount  based on the hours he/ she has booked a cleaner for  to Milie Services Limited either on daily, weekly or monthly basis by cash, cheque, Direct Debit or bank transfer, unless any other arrangements have been made. Please contact our representatives for further information on hourly rates and payment methods.
6. Please note that all preliminary quotes of how long a service may take are just estimates based on similar properties are requirements. In cases when the time given is too long or too less Milie Services Limited is obliged to notify the Customer and offer flexibility and require some in return.
7. The Customer is obliged to arrange the safety of the cleaners while caring out a service. For this reason the Customer is obliged to notify Milie Services Limited if he/she has any pets.
8. The Customer should give specific instructions on deactivation of household alarm systems. Milie Services Limited and its representatives could not be held responsible for triggering alarm systems.
9. The Customer should provide safe and easy access to his/her premises for the cleaner. If keys have been provided they should open locks without an effort or special skills. If keys need to be collected from third party a monthly charge of £5.00 to £15.00 may apply. Please contact our representatives for further details.
10. In cases when cleaning service has to be cancelled or rescheduled the Customer must notify Milie Services Limited within 24 hours before the service is due. Failure to do so may result in penalty fee worth up to the amount of the cleaning service, unless reasonable explanation has been given. Please note that the hourly rates may vary due to an ongoing offer.
11. In cases when the Customer or his/ her representative is running late and no keys have been provided the cleaner can wait for no longer than 30 minutes. Please note that in such cases a penalty fee would apply worth up to the full amount of the service.
• Pre /End of Tenancy Cleaning Services
1. Milie Services Limited reserves the right to change/amend initial quotes due to incomplete or incorrect initial information or should the Customer’s requirements change.
2. In order to commence work and achieve maximum result the property must be vacated and all personal possessions removed.
3. Please note that all preliminary quotes of how long a service may take are just estimates based on similar properties are requirements. In cases when the time given is too long or too less Milie Services Limited is obliged to notify the Customer and offer flexibility and require some in return.
4. Please note that standard Pre/End of tenancy cleaning service does not include external cleaning such as gardens, garages, balconies, patios and windows; unless the windows could be opened internally or safe access is provided by the Customer. Standard Pre/End of tenancy cleaning does not include washing dishes and cutlery, laundry and spot cleaning of walls and ceilings. However if spot cleaning on these areas is required, the Customer must state it when placing a booking with Milie Service Limited representatives  and sign an Agreement stating that Milie Services Limited or its representatives would not be held responsible for any damages caused  by us while attempting to fulfil this request. Please note that extra payment will apply if such a request has been placed.
5. Please note that Carpet/Upholstery cleaning is a different service and different charges apply. If Carpet/Upholstery cleaning is needed please let us know when placing a booking.
6. If keys need to be collected from a third party outside the postal code of the property that is scheduled to be cleaned a charge of up to £15.00 will apply. For this reason the Customer is advised to be at the property at the beginning of the service as well as at the end to carry out an inspection of the service we have provided.
7. Milie Services Limited and its representatives would not be held responsible for triggering alarm systems if the Customer failed to notify us of the existence of such, or has provided incorrect or incomplete information/instructions.
8. The Customer agrees to pay 20% of the quoted amount when booking a service with Milie Services Limited as a deposit. The outstanding amount has to be settled either on the cleaning day-straight after the service has finished or in 5 working days- upon receiving an invoice.
   * Commercial Customers only
   The Customer agrees to pay the full amount of the quoted price for the cleaning service carried out within 30 working days from the date on which the invoice was issued.
   The quotation provided by Milie Services Limited includes provision of all cleaning products as well as vacuum cleaner, mop and bucket, unless any other arrangements have been made.
   Milie Services Limited is obliged to file a detailed report of the work that has been carried out and provide the Customer with it.
   In cases when the Customer or his/her representative is running late and no keys have been provided the cleaner can wait for no longer than 30 minutes. Please note that in such case a penalty fee of 20% of the estimated cost would apply. In cases when 20% of the estimated cost has been paid in advance to secure the booking, this deposit will not be refunded.
9. If scheduled cleaning service needs to be cancelled or rearranged by the Customer, he/she must notify Milie Services Limited no later than 24 hours before the service is due. Failure to do so may result in the Customer being charged 20% of the total cost of the cleaning service even though no cleaning has been provided. In cases when 20% of the estimated cost has been paid in advance to secure the booking, this deposit payment will not be refunded.
   Please note that the charges may vary due to an ongoing offer. visit our website at www.milie.co.uk for further information or alternatively speak to one of our advisers.
• One off /After Builders /Spring Cleaning
1. Milie Services Limited reserves the right to amend initial quotations should the Customer’s requirements change or due to incorrect/incomplete information.
2. Milie Services limited requires minimum of 3 hours per visit.
3. Please note that all preliminary quotes of how long a service may take are just estimates based on similar properties or requirements. In cases when the time given is too long or too less Milie Services Limited is obliged to notify the Customer and offer flexibility and require some in return.
4. The Customer is advised that spring cleaning and after builders cleaning usually take up to twice as long as general one off cleaning service.
5. The Customer agrees to pay 20% of the quoted amount when booking a service with Milie Services Limited as a deposit. The outstanding amount has to be settled either on the cleaning day-straight after the service has finished or in 5 working days- upon receiving an invoice.
6. In cases when the Customer or his/ her representative is running late and no keys have been provided the cleaner can wait for no longer than 30 minutes. Please note that in such cases a penalty fee of 20% of the estimated cost would apply. In cases when 20% of the estimated cost has been paid in advance to secure the booking, this deposit payment will not be refunded.
   * Commercial Customers only
   The Customer agrees to pay the full amount of the quoted price for the cleaning service carried out within 30 working days from the date on which the invoice was issued.
7. One Off Cleaning Services Only
1. The Customer agrees to provide full task list, all cleaning detergents and equipment needed for successful completion of the job, unless any other arrangements have been made. All cleaning detergents and equipment provided by the Customer have to be in safe and fully working order.
8. After Builders Cleaning Only
1. The quotation provided by Milie Services Limited includes provision of all cleaning products as well as vacuum cleaner, mop and bucket, unless any other arrangements have been made.
2. Please note that standard After Builders cleaning service does not include external cleaning such as gardens, garages, balconies, patios and windows, unless the windows could be opened internally or safe access is provided by the Customer. Standard After Builders cleaning does not include washing dishes and cutlery, laundry and spot cleaning of walls and ceilings. However if spot cleaning on these areas is required, the Customer must state it when placing a booking with Milie Service Limited representatives  and sign an Agreement stating that Milie Services Limited or its representatives would not be held responsible for any damages caused  by us while attempting to fulfil this request. Please note that extra payment will apply if such a request has been placed.
9. Spring Cleaning Only
1. The Customer agrees to provide full task list, all cleaning detergents and equipment needed for successful completion of the job, unless any other arrangements have been made. All cleaning detergents and equipment provided by the Customer have to be in safe and fully working order
2. It is advisable that the Customer is at the premises in the beginning of the service as well as towards the end in order to inspect the work that has been carried out.
3. In cases when the Customer is unable to be at the property when the service starts he/she must notify Milie Services Limited of any household alarm systems/door security codes etc. Milie Services Limited or its representatives would not be held responsible for triggering alarm systems due to incorrect or incomplete information.
4. If keys need to be collected from third party, a fee up to £15.00 may apply.
5. Please note that Carpet/Upholstery cleaning is a different service and different charges apply. If Carpet/Upholstery cleaning is needed please let us know when placing a booking.
6. If scheduled cleaning service needs to be cancelled or rearranged by the Customer, he/she must notify Milie Services Limited no later than 24 hours before the service is due. Failure to do so may result in the Customer being charged 20% of the total cost of the cleaning service even though no cleaning has been provided. In cases when 20% of the estimated cost has been paid in advance to secure the booking, this deposit payment will not be refunded.
• Carpet /Upholstery Cleaning
1. Milie Services Limited reserves the right to amend initial quotation due to incomplete or incorrect information or should the Customer change his/her requirements.
2. Milie Services’ Limited representatives could only give rough estimate of how long the service may take as well as how long you need to allow for the surfaces to be completely dry.
3. The Customer agrees to pay £60.00 minimum call out charge should his/her booking be worth less than this amount.
4. The Customer agrees to pay 20 % of the estimated cost as a deposit when placing a booking. \the outstanding amount should be settled on the cleaning day straight after the service has been completed or within 5working days from the date the invoice has been issued.
   * Commercial Customers only
   The Customer agrees to pay the full amount of the quoted price for the cleaning service carried out within 30 working days from the date on which the invoice was issued.
5. The Customer is advised that parking and Congestion Charge may apply on top of the quoted price.
6. Milie Services Limited takes full responsibility regarding provision of equipment, detergents and transportation needed to complete the job.
7. It is the Customer’s responsibility to provide access to water and electricity in order for us to carry out the job.
8. The Customer is advised that he/she needs to be at the property in the beginning of the service as well as towards the end to inspect the standard.
9. If keys need to be collected from third party a fee of up to £15.00 may apply.
10. In cases when the Customer is unable to be at the property when the service starts he/she must notify Milie Services Limited of any household alarm systems/door security codes etc. Milie Services Limited or its representatives would not be held responsible for triggering alarm systems due to incorrect or incomplete information.
11. Please note that in some cases the Customer’s soft furniture could not be cleaned as new due to old, permanent damages of the fabric, especially where the traffic areas are. Milie Service Limited uses the latest technology on the market; however stains from wine, coffee, dark tea, blood, oil, building materials, etc, would not be completely removed. Situations when such permanent damages/ stains occur must not be classified as unsuccessful and full payment for the job should be made.
• Office /Commercial Cleaning
1. Milie Services limited requires minimum of 2 hours per visit on regular weekly services and minimum of 3 hours per visit on fortnightly basis, unless any other arrangements have been made.
2. Please note that the charges may vary due to ongoing offers. For more details please visit our website at www.milie.co.uk or alternatively speak to one of our advisors.
3. The Customer agrees to provide all needed cleaning detergents and equipment, unless any other arrangements have been made. Insufficient or absent amount of detergents or equipment may result in poor quality service. Milie Services Limited or its representatives would not take any responsibility in these occasions.
4. The Customer agrees to provide access to the premises as well as detailed information on alarm systems and security door codes. Milie Services Limited or its representatives cannot be held responsible for triggering alarm systems due to incomplete or incorrect information.
5. In cases when the Customer or his/her representative is running late and no keys have been provided the cleaner can wait for no longer than 30 minutes. Please note that in such cases a penalty fee would apply worth up to the full amount of the service.
6. Payments should be made either on daily, weekly or monthly basis-upon receiving an invoice.
7. In cases when cleaning service has to be cancelled or rescheduled the Customer must notify Milie Services Limited within 24 hours before the service is due. Failure to do so may result in penalty fee worth up to the amount of the cleaning service, unless reasonable explanation has been given. Please note that the hourly rates may vary due to ongoing offers.
8. If keys have been provided they should open locks without an effort or special skills. If keys need to be collected from third party a monthly charge of £5.00 to £15.00 may apply. Please contact our representatives for further details.
• Payment
1. When booking a service on one off basis such as Pre/End of Tenancy, After Builders, One off, Carpet/Upholstery and spring cleaning, the Customer has to pay 20% of the estimated cost as a deposit payment. The outstanding amount should be settled at completion of the service or no later of 5 working days from the date an invoice has been issued, unless any other arrangements have been made.
2. When booking a service on regular basis the Customer agrees to make regular payments to Milie Services Limited either on daily, weekly or monthly basis-upon receiving a monthly invoice
   * Commercial Customer only
   When booking a service on regular basis with Milie Services Limited the Customer agrees to make regular payments on monthly basis – within 30 days of the issuing the monthly invoice.
• Cancellation /Rescheduling Service /Termination of Contract
1. Regular domestic/office cleaning
1. The Customer may cancel/skip/reschedule service by giving at least 24 hours notice in advance. Giving less than 24 hours notice may result in penalty fee worth the full amount of one cleaning service, even though a service has not been performed, unless the Customer has a reasonable explanation for not notifying us on time.
2. In cases when the Customer or his/her representative is running late and no keys have been provided the cleaner can wait for no longer than 30 minutes. Please note that in such cases a penalty fee worth up to one cleaning service would apply.
3. In cases when our representatives were not able to provide cleaning service sue to unexpected problems-such as: lock out; cleaners being turned away; there is no one home to let the cleaners in; problems with Customers’ keys or changed door security codes etc., caused by the Customer or his representatives the Customer agrees to pay to Milie Services Limited a charge worth the full amount of the service, regardless of whether the cleaners have managed to clean the property or not.
4. If the Customer is going on holiday he/she must give at least one week notice in advance specifying when the last service would be as well as from which date he/she would like the cleaner to re-new the service.
5. The Customer may terminate a contract with Milie Services Limited any time as long as 7 days notice has been given in writing specifying the last cleaning day.
6. The Customer agrees to pay the full amount of one cleaning service when less than 7 days notice of termination the contract has been given, unless there is a reasonable explanation.
7. Please note that the Customer must pay to Milie Services Limited all outstanding amounts he/she may own us under this agreement before terminating this contract. In cases when the Customer has unpaid balance legal actions will be taken and provided keys will not be returned.
8. Milie Services Limited reserves the right to terminate contract/cancel services with immediate effect should the Customer have up to 5 outstanding balances.
2. Pre/End of Tenancy/After Builders/ Carpet/Upholstery/ One off/Spring cleaning
1. The Customer may cancel/reschedule already booked service by giving at least 24 hours notice.
2. In cases when our representatives were not able to provide cleaning service because the Customer has failed to give the required notification on time or due to unexpected problems-such as: lock out; cleaners being turned away; there is no one home to let the cleaners in; problems with Customers’ keys or changed door security codes etc., caused by the Customer or his representatives  the Customer agrees to pay  to Milie Services Limited a charge of 20% of the quoted amount , regardless the fact  that no cleaning has been carried out . In cases when 20% of the estimated cost has been paid in advance to secure the booking, this deposit payment will not be refunded.
3. Commercial/Office cleaning
1. The Customer may cancel/skip/reschedule service by giving at least 24 hours notice in advance. Giving less than 24 hours notice may result in penalty fee worth the full amount of one cleaning service, even though a service has not been performed, unless the Customer has a reasonable explanation for not notifying us on time.
2. Customer may terminate the service by giving two weeks notice and specifying the last cleaning appointment. Please note that the Customer must pay to Milie Services Limited all outstanding amounts he/she may own us under this agreement before terminating this contract. In cases when the Customer has unpaid balance legal actions will be taken and provided keys will not be returned.
3. In cases when our representatives were not able to provide cleaning service due to unexpected problems-such as: lock out; cleaners being turned away; there is no one to let the cleaners in; problems with Customers’ keys or changed door security codes etc., caused by the Customer or his representatives the Customer agrees to pay to Milie Services Limited a charge worth the full amount of the service, regardless of whether the cleaners have managed to clean the property or not.
4. After termination period
1. By entering into a service agreement with Milie Services Limited the Customer agrees that after termination of the cleaning services on a regular basis he/she would not hire or use any domestic services provided by present cleaner introduces by Milie Services Limited. If the Customer does wish to hire or use home related services provided by our cleaners on private basis he/she must pay £400.00 referral fee, otherwise legal actions will be taken.
• Insurance
1. Milie Services Ltd is insured by Finsbury Insurance Group and has full public and employer's liability cover.
   The policy will cover any accidental damages (worth over £250.00) caused by our operatives while working on behalf of  Milie Services Limited, if reported within 48 hours after the service has been performed.
1. There is an excess of £250.00 on any claim of which £100.00 are paid by the customer and £150.00 paid by Milie Services Limited.
2. In case of damage/breakage worth less than £250.00 Milie Services Limited takes full responsibility to repair or replace the damaged item. Please note that Milie Services Limited has to be notified within 48 hours and no claims can be made against Milie Services Limited after the 48 hour time limit. Damages worth less than £250.00 are not covered by our insurance but by Milie Services Limited.
3. Milie Services Limited will not be responsible for any accidental damages worth £50.00 or less.
4. The Customer agrees and is in full awareness that in case of damage/breakage caused by representatives of Milie Services Limited has to be reported immediately or no later than 48 hours after the service has been performed.
5. The Customer agrees to provide Milie Services Limited with all required information regarding damages caused by our representatives.
• Milie Services Limited Reserves The Right Not To Be Held Responsible For
1. Milie Services Limited would not take responsibility if the service has been delayed by problems in the public transport, traffic congestions, broken down equipment or weather conditions.
2. Poor quality service or accidental damages due to lack of cleaning products; missing or broken down equipment; unsafe or not fully working cleaning equipment provided by the Customer.
3. Insufficient time given by the Customer; no or limited access to water or electricity provided by the Customer.
4. Any permanent damages/stains caused by the Customer or third party.
5. Impossibility to carry out/complete a service or meet required standards of quality due to the Customer, people acting on his/her behalf or third party interfering or working at the premises at the same time when the cleaning service has been carried out.
6. Failing to remove permanent/old stains caused by the Customer or third party, using standard cleaning method.
7. Damages surfaces while attempting to remove dirt/stains, when having the Customer written consent.
8. Milie Services Limited reserves the right not to be held responsible for not being able to fully clean areas listed on a report provided to the Customer, for carried out work.
9. Milie Services Limited would not accept complains if the Customer has signed a report  confirming that he/she has inspected the property and is happy with the work carried out.
10. Returning deposit payment if the Customer has unpaid balance or has cancelled/ rescheduled cleaning without giving 48 hours notice.
11. Milie Services Limited would not be held responsible worn off/ damaged or discoloured areas become more visible after cleaning has been carried out.
12. The Customer is obliged to inform Milie Services Limited directly and within 48 hours for any  loses damages or theft caused by cleaners introduced by us. Failure to notify Milie Services Limited directly and within the required period entitles the Customer to nothing, unless any other arrangements have been made.
• Complains and Claims
1. In cases of poor quality service Milie Services Limited must be notified within 48 hours – for Pre /End of Tenancy Cleaning and 24 hours – for all other type of services, after the service has been carried out. If Milie services limited has been informed in the required period, we agree to re-do the job free of charge.  Failure to notify us within the required period entitles the Customer to nothing. No claims or refunds can be made, due to the nature of the service, unless any other arrangements have been made.
2. Milie Services Limited would not accept complains/claims once the  Customer or his/her representative has signed a report  confirming that he/she has inspected the property and is happy with the work carried out.
3. If an inventory check is needed then the Customer has to schedule the cleaning and the inventory check on the same day or one day apart at the most due to the nature of the service. Milie Services Limited would not accept complains based on inventory check report filed later than 48 hours after the cleaning has been done.
4. All fragile and highly breakable items, jewellery, cash, antics and items of sentimental value must be removed or secured.
5. Milie Services Limited agrees to pay key replacement/locksmith fees only if keys are lost/stolen or broken by our representatives.
6. In cases of breakages or damages caused by our representatives Milie Services Limited agrees to repair/replace the item. If the item cannot be repaired /replaced Milie Services Limited will credit the Customer with the item’s present actual cash value. Please note that all damages must be reported directly to Milie Services Limited within 48 hours after the damage has been caused.
7. Milie Services Limited takes full responsibility for damages worth up to £250.00.There is an excess amount of £250.00for claims worth over £250.00. In order to make such claim the Customer has to pay Milie Services Limited £100.00 of the £250.00 excess amount in order to process the claim. The Customer agrees to provide all required information depending of the nature of the damage as well as make a payment of £100.00 within 5 working days of the initial claim. Please note that all claims on damages/breakages must be done in writing within 48 hours after the damage/brakeage has been caused.