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General Service Policies

1. SCOPE OF SERVICE

KEMP Cleaning Services provides residential and commercial cleaning services in accordance with the service selected by the client at the time of booking.

Each service has a defined scope, which is clearly outlined and confirmed through the booking system, quotation, or written confirmation.

Services are carried out within the estimated time booked. If the condition of the property requires additional work beyond the booked scope, the service may:

  • Be completed within the available time, with reduced scope, or
  • Continue with an additional charge, subject to prior client approval.

KEMP Cleaning Services reserves the right to limit the scope of work to ensure staff safety and service quality.

2. CLIENT RESPONSIBILITIES

The client agrees to:

  • Provide accurate and complete information regarding:
    • Property size
    • Actual level of cleanliness
    • Type of service required
  • Ensure safe, full, and unrestricted access to all areas to be cleaned at the scheduled time
  • Remove or secure personal, fragile, or valuable items prior to the service
  • Inform KEMP Cleaning Services in advance of:
    • Presence of pets
    • Restricted areas
    • Delicate surfaces or special conditions

Cleaning Products

For General Cleaning and Regular Cleaning services, clients are responsible for providing and making available all required basic cleaning products and equipment at the start of the service, where applicable.

Exception: For Deep Cleaning, After Build, End of Tenancy, Oven Cleaning, and other specialised services, KEMP Cleaning Services provides all professional-grade cleaning products and equipment. These are included in the service price or detailed in the quotation.

KEMP Cleaning Services is not responsible for:

  • Damage to fragile items not removed in advance
  • Delays or incomplete services caused by the absence of client-provided products

3. GENERAL CLEANING VS DEEP CLEANING

General Cleaning

A routine maintenance service focused on visible and accessible surfaces. It does not include the removal of heavy grease, limescale, mould, or built-up dirt.

Deep Cleaning

A detailed and intensive service designed to remove accumulated dirt, grease, limescale, and hard-to-reach residues.

If excessive dirt or build-up is identified during a General Cleaning service, KEMP Cleaning Services may recommend upgrading to a Deep Cleaning service, subject to client approval.

4. PHOTOGRAPHIC RECORD (BEFORE & AFTER)

To ensure quality, transparency, and service verification, KEMP Cleaning Services may take before and after photographs of the property.

Photographs are used exclusively for:

  • Internal quality control
  • Service documentation
  • Resolving complaints or disputes
  • Internal staff training

Photographs will not intentionally include individuals or personal data. Images will not be used for marketing or published without the client’s prior written consent.

By booking a service, the client acknowledges and agrees to this photographic record as part of KEMP Cleaning Services’ standard operating procedures.

5. CANCELLATION & RESCHEDULING POLICY

Cancellations

  • More than 48 hours’ notice: No charge applies
  • Less than 48 hours’ notice: 50% of the service fee will be charged
  • Same-day cancellations or cancellation when the cleaning team has arrived on site: 100% of the service fee will be charged

Rescheduling

  • One (1) free reschedule is permitted with at least 48 hours’ notice
  • Late rescheduling may incur an administrative fee

These terms are compliant with Irish consumer fairness principles and are clearly communicated prior to booking.

6. TRANSPORT & TRAVEL POLICY

Certain services may include travel or transport charges depending on:

  • Client location
  • Distance from KEMP’s operational base
  • Type of service booked

Any applicable transport charges will be clearly communicated prior to booking confirmation and shown on the quotation or invoice. Transport terms may be detailed in a Transport Annex, which forms an integral part of the service agreement.

7. STAFF & EQUIPMENT

All KEMP Cleaning Services staff are trained, supervised, and operate in accordance with health and safety regulations. Professional-grade cleaning products and equipment are used at all times.

For specialised services, all supplies are provided by KEMP Cleaning Services. For regular services, clients may request the use of their own products by prior agreement and at their own responsibility.

8. SERVICE LIMITATIONS & EXCLUSIONS

KEMP Cleaning Services does not provide:

  • Handling or removal of hazardous, toxic, biological, or chemical waste
  • Removal of construction debris or heavy materials
  • Work at height requiring specialised equipment not included in the booking
  • Lifting, moving, or handling of heavy or hazardous objects

KEMP Cleaning Services reserves the right to refuse, suspend, or terminate a service if site conditions pose a safety risk or fall outside the agreed service scope.

9. RECURRING SERVICES & DISCOUNTS

Discounted rates apply exclusively to active recurring services.

  • Bi-weekly services: 5% discount
  • Weekly services: 10% discount

Discounts apply to all the regular cleaning services. To maintain the discounted rate, the recurring service must remain active and uninterrupted. If the service is cancelled, paused, or changed to a one-off booking, the discount will no longer apply.

Recurring discounts cannot be combined with other promotions unless stated otherwise.

10. LOYALTY & REFERRAL PROGRAM

10.1 Referral Reward Program

KEMP Cleaning Services values customer trust and recommendations. As part of our Referral Program:

  • Existing clients who refer a new customer will receive a 10% discount on their next single service.
  • The discount will be applied once the referred client has completed and paid for their first booking.
  • The referred client must mention the name of the existing client at the time of booking.

10.2 Conditions

  • The referral discount applies to one future service only.
  • Discounts cannot be combined with any other promotions, offers, or special rates.
  • The discount is non-transferable and has no cash value.
  • The referring client must have an active booking history with KEMP Cleaning Services.

10.3 Program Modifications

KEMP Cleaning Services reserves the right to modify, suspend, or discontinue the Loyalty & Referral Program at any time. Any changes will be communicated in advance where reasonably possible.

11. DATA PROTECTION & PRIVACY (GDPR)

KEMP Cleaning Services processes personal data in accordance with the General Data Protection Regulation (GDPR) and Irish data protection laws.

Client data is used solely for:

  • Service provision
  • Booking management
  • Communication and invoicing

Personal data is never shared with third parties unless legally required. Clients have the right to access, correct, or request deletion of their personal data at any time.

12. SERVICE GUARANTEE & PUNCTUALITY POLICY

11.1 Non-Attendance Guarantee

If the assigned cleaner fails to attend the scheduled appointment without prior notice:

  • The client will receive a 100% refund, OR
  • The service will be rescheduled at the earliest available date, according to the client’s preference.

12.1 Punctuality Policy

KEMP Cleaning Services values punctuality and respects our clients’ time. A grace period of up to 15 minutes will apply without compensation.

If the cleaner arrives more than 20 minutes late, the client will be informed immediately and may choose one of the following options:

  1. The cleaning time will be extended to complete the full booked hours (where operationally possible), OR
  2. The client will receive a service credit proportional to the time missed, to be applied to their next booking.

Service credits:

  • Cannot be exchanged for cash.
  • Must be used within 60 days.
  • Cannot be combined with other promotions or discounts.

Delays caused by severe weather, traffic incidents, or circumstances beyond reasonable control may be considered exceptional cases.

13. CLIENT AVAILABILITY & ACCESS POLICY

13.1 Client Not Available at Time of Service

To ensure a smooth and efficient service, clients must provide access to the property at the scheduled appointment time. If the cleaner arrives and is unable to access the property, they will attempt to contact the client. The cleaner will wait for a maximum of 30 minutes from the scheduled start time. If access is not provided within this time:

  • The appointment will be considered a missed service.
  • The cleaner will leave the premises.
  • The service will be fully charged.

13.2 Late Client Arrival Within Waiting Time

If the client provides access within the 30-minute waiting period:

  • The cleaning service will still take place.
  • However, the waiting time will be deducted from the total booked service duration.

Example: If a 2-hour cleaning service is booked and the cleaner waits 30 minutes, the service will be reduced to 1 hour and 30 minutes.

13.3 Rescheduling After Missed Appointment

If the client wishes to reschedule, a new booking must be made. Rescheduling is subject to availability. Exceptions may be considered at the discretion of KEMP Cleaning Services.

13.4 Client Responsibility

Clients are responsible for:

  • Being present at the scheduled time, OR
  • Providing clear access instructions (key, code, concierge, etc.) in advance.

Failure to provide access may result in loss of the appointment and applicable charges.