Terms & Conditions
Pricing and payment
When you first request the services of a Service Provider, you will be asked to provide us with valid credit or debit card payment details to pay for the services you request through Spellbound Cleaners. We will store your card details for such purpose, and you agree that we may undertake authorization checks on that card (including when you use Spellbound Cleaners to request the services of a Service Provider).
The amount you will pay will comprise: (i) a fee due to the Service Provider, for a regular service this will be based on the duration of the visit(s) (i.e. the number of hours worked); and (ii) a service fee due to us as stated on an invoice (which you can request through hello@spellboundcleaners.com) (or part thereof) worked by the Service Provider and (iii) Any additional extra services which you have selected during the booking process. We will provide you with a single receipt for the total amount paid for each booking.
A hold may be placed on your card 48 hours before the clean, please ensure there are sufficient funds in the account. This is not a charge – it is just a test to check there are sufficient funds to complete the clean. If there are not sufficient funds on the card, we will contact you. You will need to provide a different card for the service provider to proceed with the cleaning. If you are unable or refuse, this will count as a cancellation within 48 hours of the clean.
Payment will be processed on the day of the service, or shortly thereafter, once the service is complete. Regular services will be adjusted based on the actual time spent at the property by the cleaners, with a minimum charge of 2 hours for any service. Payment will be taken from the card supplied when the booking is made.
If any amount due from you remains unpaid, we reserve the right: (i) to charge reasonable administration costs; (ii) to charge interest (both before and after judgment) on the outstanding amount at the rate applicable to judgment debts under the Late Payment of Commercial Debts (Interest) Act 1998; (iii) to arrange for any further bookings made by you to be suspended; and/or (iv) to take such other action as we deem appropriate, including, without limitation, immediate, temporary or permanent withdrawal of your right to use Spellbound Cleaners, LLC.
User obligations
The service provider is introduced to the user as a self-employed cleaner and the user shall retain the service provider under a “Contract for Services”, which for the avoidance of doubt shall be a separate contractual arrangement between the user and the service provider only. The user shall agree directly with the service provider the terms of that contract.
The user shall directly agree with the service provider on the services to be performed, and these agreed-upon services will form the basis of the service provider’s obligations under the Contract for Services.
The user may change the scope and manner of the services contracted for under the terms of the Contract for Services at any time by reaching mutual agreement with the service provider.
We will select a cleaner from our database, assign them to your clean and arrange for you to interview the cleaner when they first become your regular cleaner. Your first clean forms this interview, and you it is your choice whether you attend this interview or not.
If your cleaner is unavailable, we will do our best to provide temporary cover at your request. We cannot guarantee this will be on your usual cleaning day and may require you to be present at the property to provide access to the cover cleaner. You will only pay the Agency fee for every hour of cleaning performed.
We will replace your cleaner if you ask, at any time. In this case we will introduce you to the new cleaner when they start working for you.
We will share your information with one or more of our registered domestic cleaners who have signed a worker’s agreement with us (this will be your regular cleaner, temporary cover cleaner or a replacement regular cleaner).
The user will provide a safe working environment for the service provider at all times. The user is responsible for ensuring that the environment in which the service provider works is safe and free from hazards. This includes, but is not limited to, making sure that there are no obstacles or dangerous conditions that could cause injury, ensuring proper lighting, and maintaining clean and accessible areas. The user must also ensure that any necessary safety precautions or instructions are communicated to the service provider before work begins.
Electricity and hot water need to be available at the property in order for the service provider to complete the clean. If this is not provided or available this will be taken as a late booking cancellation, and the entire booking fee may be charged.
If for any reason your service provider can’t attend the clean, then either they or we, on their behalf, will get in touch with you to arrange another date.
The service provider needs to be able to gain entry into the property. If the service provider is unable to gain access to the property this will be taken as a late booking cancellation, and the entire booking fee may be charged.
You will be asked to provide a suitable parking location during the booking process. If this parking spot is unavailable and the service provider cannot park, this will be taken as a cancellation, and you may be charged the entire booking fee. Any costs incurred by parking will be added onto your bill.
THIS SECTION ONLY APPLIES TO END OF TENANCY AND ONE OFF BOOKINGS AND DOES NOT APPLY TO REGULAR CLEANING SERVICES, IT DOES NOT TRANSFER, OMIT OR CANCEL ANY OTHER TERMS OR SECTIONS : This will form part of your contract with the service provider and not Spellbound Cleaners, Your obligations as a user are to facilitate the service provider to complete their work to the necessary standard and in a timely manner and it requires that; the property is free from trash, free from furnishings, the fridge and freezer is defrosted, there is not excessive mold, excessive lime scale, dirt, grime, feces, blood or any other fluid which may cause the clean to take longer than anticipated, if this is the case then the service provider may ask to stay longer during the clean which may result in a further charge being applied. In any case when all of the listings above have not been met any guarantee, offer or invitation for a free re-clean will be void and not offered by the service provider.
Booking process and cancellation
All cancellations require at least 48-hour notice.
You can cancel, amend or reschedule your booking at any time up to within 48 hours of the start time of the clean.
If you wish to cancel or reschedule the booking within 48 hours of the start time you may be charged the entire value of the booking.
This policy still applies if you make a booking that is scheduled to start within 48 hours and you may be charged for any cancellations or rescheduling.
Service Providers
You agree to treat Service Providers courteously and lawfully and to provide a safe and appropriate working environment for them in compliance with all applicable laws and regulations. You also agree to provide the service provider with all necessary information and reasonable cooperation required to enable them to deliver the services you have requested.
By registering to use Spellbound Cleaners, you agree that all bookings between you and Service Providers will be made through Spellbound Cleaners and that you will not engage or employ any Service Provider you have previously booked through Spellbound Cleaners, or whose contact details you have received from us, to provide any Services other than through Spellbound Cleaners.
If a Service Provider offers to provide Services to you other than through Spellbound Cleaners, you must refuse such offer and notify us immediately. If you accept any offer from a Service Provider or make a similar offer to a Service Provider, we reserve the right to immediately revoke your access to Spellbound Cleaners, without any obligation to refund any fees already paid. Additionally, you will be liable to compensate us for any losses or damages incurred as a result, up to a maximum of $500. We may also pursue further legal action to recover any additional losses or costs beyond this amount.
You also agree not to engage or employ any Service Provider you have previously booked through Spellbound Cleaners, or whose contact details you have received from us, to provide any Services for a period of six months after the date of termination of the legal agreement between us.
Resolving Issue
If you wish to file a complaint or share feedback regarding one of our service providers or their services, please contact us at hello@spellboundcleaners.com as soon as possible. We will reach out to the Professional involved and work to resolve any concerns on your behalf.
THIS SECTION ONLY APPLIES TO END OF TENANCY AND ONE-OFF BOOKINGS AND DOES NOT APPLY TO REGULAR CLEANING SERVICES, IT DOES NOT TRANSFER, OMIT OR CANCEL ANY OTHER TERMS OR SECTIONS: All of our service providers have agreed to offer a free re-clean guarantee with all end of tenancy and deep cleans, excluding those made for a fixed amount of time at the user’s request. If your service provider does not meet the expected standards for this type of service, they will return to the property at no additional cost to resolve any problems. To take advantage of this, you will need to:
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Notify us within 48 hours of the clean finishing. This can be done at hello@spellboundcleaners.com
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Explain in writing what the issue is.
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You will need to include any relevant pictures to illustrate your issue or complaint.
If we determine that there are valid concerns, we will request that the service provider return to the property to re-clean at no additional cost. We will make efforts to arrange a re-clean within 7 days of the original booking date and offer up to three potential re-clean times. If none of these options are accepted, the service provider’s offer to re-clean will be considered void.
Due to the wide variation in carpet conditions, which can include differences in the carpet’s material, age, fabric type, color, stain severity, and previous treatments, the outcome of carpet cleaning can vary significantly. Factors such as how deeply dirt and stains have penetrated the fibers, the type of cleaning methods used, and the carpet’s overall wear and tear can all impact the effectiveness of the cleaning. As a result, none of our service providers can guarantee specific results or offer a free re-clean for carpet cleaning, as the success of the service may vary depending on these factors.
Insurance
Your service provider is required by contract to have their own public liability insurance. However, any claims under $300 cannot be processed by us or the service provider. For claims over $300, we will assist you in contacting the service provider so you can begin the claims process with their insurance company.
Since the cleaners work on an independent basis (self-employed individuals), we have no authority over them and, unfortunately, we are unable to intervene in case of non-compliance. It is up to the customer whether he/she would like to take further steps in order to assert the right to compensation from the cleaner. It is important to note that the decision on whether to settle the claim lies with the insurer, and their decision is final. The process may take some time, but rest assured, we will make every effort to keep you informed and updated throughout each step.
In the unlikely event that something is damaged during your cleaning, please email hello@spellboundcleaners.com with the details of the damage within 48 hours to initiate a claim. It is essential that you attach necessary images of the damage. Claims cannot be made over the phone, as we will need photos of the damage to conduct an accurate initial assessment. Any emails submitted after the 48-hour window will not be accepted.
Suspension and termination
We may at our absolute discretion and for any reason whatsoever cancel, terminate or pause your rights, access, accounts or permissions to make use of the Spellbound Cleaners platform and any of the associated service providers. If this occurs, your account will be deactivated, and you will no longer be able to make new bookings with us. If you create any new accounts after your access to Spellbound Cleaners has been revoked, we reserve the right to cancel any upcoming cleans and charge you cancellation fees.
If we withdraw your right to use Spellbound Cleaners, all rights granted to you under these terms of use will be terminated. You must immediately stop all activities authorized by these terms, including your use of Spellbound Cleaners.
If applicable, you must immediately delete the app from all mobile devices you own or control. Additionally, you are prohibited from attempting to re-register or create a new account to use Spellbound Cleaners. This includes any attempt to bypass the termination of your access by using different accounts, devices, or other methods.
Events outside our control
We will not be held liable for any failure or delay in fulfilling our obligations under these terms of use if the failure or delay is caused by events or circumstances that are beyond our reasonable control. These may include, but are not limited to, natural disasters, acts of government or authorities, labor disputes, technical failures, or disruptions in communication services. Specifically, this covers issues such as failures in public or private telecommunications networks, technical issues related to the internet, delays or latency caused by your physical location, or connectivity problems due to your wireless data service provider’s network. In such cases, we cannot guarantee the timely or successful completion of our services, and we are not responsible for any consequences arising from these external factors.
Other important terms
We may transfer our rights and obligations under these terms of use to another organization, but this will not affect your rights or our obligations toward you. In other words, even if we transfer these rights and obligations, your experience and the terms governing our relationship will remain unchanged.
You may only transfer your rights or obligations under these terms to another person if we provide our prior written consent. Without our written approval, any attempt to transfer your rights or obligations will be considered invalid.
If we fail to insist that you perform any of your obligations under these terms of use fail to insist on your compliance with any of your obligations under these terms of use, or if we delay in enforcing our rights, it does not mean that we are giving up our rights or that you are no longer required to fulfill those obligations. If we choose to waive any breach by you, it will only be valid if we provide it in writing. Just because we don’t act immediately, you are still obligated to comply with the terms. If we choose to waive any breach by you, it will only be valid if we provide it in writing. Additionally, waiving one breach does not mean we will automatically waive any future breaches or defaults.
Each condition of these terms of use is separate and independent. If any court or competent authority determines that any specific condition is unlawful, invalid, or unenforceable, the remaining conditions will continue to be valid and enforceable in full. This ensures that even if one part of the agreement is found to be problematic, the rest of the terms will still apply as intended.
These terms of use are intended solely for the benefit of you and us and are not meant to grant rights to any third party.
Applicable law
These terms of use, their subject matter, and formation are governed by the laws of the United States and the state of North Carolina. If you are a consumer, the courts of the United States or North Carolina will, subject to the paragraph below, have non-exclusive jurisdiction over any claim arising from or related to these terms of use (unless you are a resident of another state, in which case you may bring proceedings in that state). If you are a business, you and us agree that the courts of North Carolina will have exclusive jurisdiction over any claim arising from or related to these terms of use.
Nothing in the preceding paragraph limits our right to initiate legal proceedings against you in any other court with competent jurisdiction. Additionally, taking legal action in one or more jurisdictions does not prevent us from pursuing action in any other jurisdiction, either concurrently or separately, as allowed by the laws of that jurisdiction.