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.