Razão Hospitaleira
Cleaning Services Terms & Conditions
Effective Date: 01/01/2021
Last Updated: 01/01/2025
These Terms & Conditions govern the provision of all cleaning services supplied by Razão Hospitaleira ("we", "our", "us") to private, commercial and holiday property customers ("the Customer", "you", "your").
By booking our services, you confirm that you have read, understood and accepted these Terms & Conditions.
1. Company Information
Razão Hospitaleira
Website:
www.razaohospitaleira.com
General Enquiries:
comunicacao@razaohospitaleira.com
Customer Support:
apoio@razaohospitaleira.com
Algarve
+351 926 675 268
Madeira
+351 936 820 969
2. Services
We provide professional cleaning services including but not limited to:
• Residential Cleaning
• Commercial Cleaning
• Apartment Cleaning
• Villa Cleaning
• Office Cleaning
• Regular Cleaning
• Deep Cleaning
• Move-In Cleaning
• Move-Out Cleaning
• End of Tenancy Cleaning
• Post-Renovation Cleaning
• Window Cleaning
• Kitchen Cleaning
• Bathroom Cleaning
• Upholstery Cleaning (where applicable)
Additional services may be agreed separately.
3. Booking Requests
Submitting a booking request does not guarantee acceptance.
All bookings remain subject to:
• Availability
• Confirmation by Razão Hospitaleira
• Payment (where applicable)
We reserve the right to refuse or cancel bookings where necessary.
4. Quotations
All quotations are provided without obligation.
Unless otherwise stated:
• Quotes remain valid for 14 days.
• Prices include only the services listed.
• Additional work requested may incur further charges.
5. Payments
Payment methods accepted:
• Credit/Debit Card
• Bank Transfer
Cash payments are not accepted.
Payment may be required:
• Before the appointment
• On completion
• As otherwise agreed
Invoices will be issued where applicable.
Late payments may incur interest and recovery costs permitted under Portuguese law.
6. Appointment Times
Appointment times are estimated.
While we always aim to arrive on time, delays may occur due to:
• Traffic
• Weather
• Previous appointments
• Emergencies
We will notify customers where reasonably possible.
7. Customer Responsibilities
Customers agree to:
Provide safe access.
Provide parking where possible.
Ensure utilities are available.
Secure valuable items.
Inform us of:
• Pets
• Fragile items
• Existing damage
• Hazards
Failure to do so may result in cancellation or additional charges.
8. Property Access
If our team cannot gain access at the agreed time:
A waiting period of 15 minutes will be allowed.
After this:
• Waiting charges may apply.
• The appointment may be cancelled.
• A call-out fee may be charged.
9. Cleaning Products
Razão Hospitaleira supplies professional cleaning products and equipment unless otherwise agreed.
Should customers request the use of their own products:
• We accept no liability for product performance.
• We reserve the right to refuse products considered unsafe.
10. Satisfaction
We aim to deliver exceptional standards.
Should you believe part of the agreed cleaning has been missed:
Please notify us within 24 hours.
Where appropriate we will arrange a return visit.
Refunds will not normally be issued where a re-clean is offered.
11. Additional Cleaning
Properties requiring cleaning beyond the agreed scope may incur additional charges.
Examples include:
• Excessive dirt
• Animal waste
• Heavy grease
• Biohazard contamination
• Construction debris
Additional work will only proceed with customer approval.
12. Exclusions
Unless specifically agreed, our cleaning services do not include:
• Biohazard cleaning
• Pest removal
• Mould remediation
• Hoarding clearances
• Asbestos
• Hazardous waste
• Structural repairs
13. Customer Supplied Equipment
Where customers request we use their equipment:
We accept no responsibility for:
• Equipment failure
• Damage caused by faulty equipment
• Reduced cleaning results
14. Damage
Our team exercises the utmost care.
Any alleged damage must be reported within 24 hours.
Claims submitted after this period may not be accepted.
Razão Hospitaleira is not responsible for:
• Existing damage
• Fair wear and tear
• Manufacturer defects
• Items not suitable for normal cleaning
15. Pets
Customers remain responsible for pets.
Aggressive animals must be secured before our arrival.
We reserve the right to suspend work where staff safety is compromised.
16. Health & Safety
Our employees may refuse to work where conditions are considered unsafe.
Examples include:
• Dangerous electrical installations
• Chemical hazards
• Aggressive behaviour
• Unsafe structures
17. Cancellation Policy
More than 48 hours before appointment:
No charge.
24–48 hours:
50% of booking value.
Less than 24 hours:
100% of booking value.
No-show appointments may be charged in full.
18. Force Majeure
Razão Hospitaleira shall not be liable for delays or failure to perform due to circumstances beyond our reasonable control including:
• Severe weather
• Natural disasters
• Government restrictions
• Utility failures
• Industrial action
• Public emergencies
19. Liability
Our total liability shall not exceed the value of the booked service except where prohibited by law.
Nothing within these Terms excludes liability for fraud, negligence causing death or personal injury, or any liability which cannot legally be excluded.
20. Complaints
Complaints should be submitted to:
apoio@razaohospitaleira.com
We aim to acknowledge complaints within 2 working days and resolve them as quickly as possible.
21. Privacy
All personal information is processed in accordance with our Privacy Policy and applicable GDPR legislation.
Customer information will never be sold to third parties.
22. Governing Law
These Terms & Conditions shall be governed by the laws of Portugal.
Any disputes shall be subject to the exclusive jurisdiction of the Portuguese Courts.
23. Contact Us
Razão Hospitaleira
Website:
www.razaohospitaleira.com
Email:
comunicacao@razaohospitaleira.com
Support:
apoio@razaohospitaleira.com
Algarve:
+351 926 675 268
Madeira:
+351 936 820 969