Privacy Policy

Category: Legal

Your privacy is very important to us. Accordingly, we have developed this Policy in order for you to understand how we collect, use, communicate and disclose and make use of personal information. The following outlines our privacy policy.

  • Before or at the time of collecting personal information, we will identify the purposes for which information is being collected.
  • We will collect and use of personal information solely with the objective of fulfilling those purposes specified by us and for other compatible purposes, unless we obtain the consent of the individual concerned or as required by law.
  • We will only retain personal information as long as necessary for the fulfilment of those purposes.
  • We will collect personal information by lawful and fair means and, where appropriate, with the knowledge or consent of the individual concerned.
  • Personal data should be relevant to the purposes for which it is to be used, and, to the extent necessary for those purposes, should be accurate, complete, and up-to-date.
  • We will protect personal information by reasonable security safeguards against loss or theft, as well as unauthorized access, disclosure, copying, use or modification.
  • We will make readily available to customers information about our policies and practices relating to the management of personal information.

We are committed to conducting our business in accordance with these principles in order to ensure that the confidentiality of personal information is protected and maintained. 

Clean Queen’s Use of Remarketing with Google Analytics

We collect cookies on our website to capture information about page visits. This information is anonymous and Clean Queen uses this information only internally – to deliver the most effective content to our visitors. Information from the cookies is used to gauge page popularity, analyze traffic patterns on our site and guide development of other improvements to our site. Clean Queen does not require that you accept cookies; however, some functionality on our Web site, our product or service check-out process, and products and services may be disabled if you decline to accept cookies. You can set your browser to notify you when you receive a cookie, giving you the chance to decide whether or not to accept it. You may also change your cookie settings through preferences options in our products and/or services, where applicable. Clean Queen never gives away information about our users. If you choose to e-mail us and provide personally identifiable information about yourself, Clean Queen will use this information only to respond to your inquiry. Clean Queen will not sell, rent or otherwise disclose that information to third parties unless such disclosure is necessary for the purposes set forth in this Policy, by law or a policy or notice contained or associated with a specific Clean Queen product or service. Clean Queen uses analytics data and the DoubleClick cookie to serve ads based on a user’s prior visits to our website.  Site visitors may opt out of the DoubleClick cookie by visiting the Google advertising opt-out page or they may opt out of Google Analytics by visiting the Google Analytics opt-out page. Google has additional information available about their Remarketing Privacy Guidelines, Policies, and Restrictions.

General Terms of Business

Payment: Payment is due at the time of service unless other arrangements have been made. Failure to leave payment may result in cancellation of services.

The company reserves the right to alter the initial quote in these situations where the client’s requirements have changed.

The client understands that the price includes cleaning services. It does not include lifting or moving furniture and other heavy items, carpet cleaning and window cleaning (the last two are separate services – contact the company to enquire), repairing services or other services which do not per se fall into the category of cleaning services. 

Access: We recommend allowing us to have a copy of a house key to insure we will have access on the day of cleaning and so you will not have to remember to leave a hide-a-key or to leave the door open for us.

We recommend that you provide keys to the premises (where applicable). You must inform either the company or the cleaner at least 24 hours in advance of any unusual requirements in relation to the cleaner’s access to the premises.

You will also need to provide access to electricity and hot water for the cleaner.

Lock-Outs: Please be advised all appointments must allow us to have access to the property. Unless otherwise noted by the customer, we expect the ability to be able to service the booking.

Late Cancellations: Any appointment cancelled less than 24 hours prior to the scheduled appointment time will be subject to a $49 cancellation fee. A cancellation must be made in writing via e-mail or text message.

Appointment Times: We have arrival estimates of 30 minutes. For example, if your cleaning is scheduled for 3pm, we should have an arrival time between 2:30 and 3:30pm.

Lifting: Our cleaners cannot use ladders or move anything heavier than 30 lbs. If you would like us to clean behind large appliances, such as a oven or refrigerator, or pieces of furniture, such as a couch, please move it prior to the cleaning visit to allow access to the area.

Pets: We love them! But please secure any pet that may be a threat. Also, we do not clean up after sick pets or pet accidents.

Breakage and Loss Policy: It’s bound to happen sometimes. We do our best to prevent it and effective communication is very important.

1. Sometimes there are accidents waiting to happen. We are often handling things that aren’t normally touched (pictures not hung securely (e.g. with thumb tacks), top heavy items with unstable bases, wobbly, tippy objects). Each incident is reviewed on a case by case basis. We cannot take responsibility for “booby traps”. Please remove unstable breakables to a place we do not clean (we do not clean inside curios, china cabinets or clear wet bar shelves).

2. We will pay up to $100 per breakage item, when value is verifiable. Please move expensive figurines or glassware to a location we do not clean, or have us skip that area completely if you do not wish to accept the risk.

3. In some cases we will have the broken item repaired by a professional restoration company. Breakage values over $25 must be verified before replacement or reimbursement will be authorized. Please save the broken item for our inspection. Breakage must be reported within 30 days of discovery.

I take responsibility for my employees and their actions. Our policies are designed to help minimize risks. I will personally review any unresolved incident to insure the fairest resolution possible. You are our valued customer and we wish to resolve each incident to your satisfaction.

Please do not hesitate to give me a call if you need further clarification on any of our policies. We clean all homes with as much care and respect as possible. When we fail, I seek your communication on the matter. We never want an issue to go unresolved. Thank you for your confidence in allowing us to handle life’s most expensive possession – your home.

Items excluded from liability are; cash, jewellery, one-of-a-kind items or hard to get items; items of sentimental value, art, antiques and electronics.

Key replacement / locksmith fees are paid only if keys are lost or miscoded. There is a $50 per location liability limit.