19/10/2024
Service Contract
These terms of service are designed to help our clients understand the service they are purchasing. These terms clarify and describe our guarantee, exclusions, cancellations and potential problems we strive to avoid if at all possible. With your help, these issues can be averted to ensure a successful service to you in your home. These Terms of Service define the responsibilities and liabilities of Shine & Glow Cleaners and of our customers. By scheduling an Initial Cleaning or recurring service with us you are agreeing to accept the following terms and conditions:
General Limits, Conditions and Liability 100% Satisfaction Guarantee: Since cleaning is a very personalized and subjective service, we cannot offer refunds to customers. However, if you are not satisfied with our cleaning service for any reason, please contact us within 24 hours of your cleaning and we will arrange either a return to re-clean the area/areas you are dissatisfied with at no additional cost to you or another arrangement upon which both parties agree.
Pricing: The price for your service is based on size of the home, condition, services rendered and time spent at the home.
Payment for Services: Payment is due the day our services are delivered. You may pay using cash or e-transfer. Email for payment is cleanersshineandglow@gmail.com
· Refunds: Since cleaning is a very personalized and subjective service, we cannot offer refunds to customers. If you are not happy, we will come back and re‐clean any areas free of charge according to our 100% Satisfaction Guarantee.
Additional Fee (for additional time needed to clean your home): When purchasing our cleaner service, you are purchasing reliable, well‐ trained, trustworthy LABOUR. There may be an occasion where our cleaners need more time to complete the specific cleaning program you purchased. A few examples include: · The condition of your home is different than what you represented when we established your Estimate (ex: new pets, additional cleaning areas, etc.). · Excessive dirt/dust/stains resulting from remodeling/construction, post‐party cleanup, etc. · Construction: during construction or remodeling we are more than happy to work around the contractors, but we advise that the high standard cleaning usually performed may not be possible. After construction is finished if you notice that there is an unusual higher amount of dust, we suggest that the client hire a duct cleaning professional. If any of these conditions happen, please contact us prior to next cleaning so we can arrange supervised visit to see if extra time is needed. If a particular cleaning requires more than the allotted time to finish due to the situations above, and we have not been previously contacted, we will contact the costumer by phone before the cleaners start the job. If we are unable to reach the customer, they will start the work, and if additional time was required the cost will be added to the invoice. If additional time is repeatedly needed, we will discuss a change in your regular fee.
Lock‐Out: You are responsible for providing the cleaners access/entry to your home. If our cleaners cannot enter your home, we charge the full cost of estimated service. We do not advise to leave a key out without a lockbox, and we are not responsible for anything that may happen after the cleaning ends (if the key disappears or someone uses with malice). If you provide us a key, please send us a text message to confirm that we possess the key, and it will serve as your receipt. If the access to your home is with a garage door code, please make sure that batteries are changed frequently to avoid mal functioning of the pad. Also, make sure you have provided us with a code if there is a security alarm on the home.
Cleaning‐Day Home Preparation: Your price for cleaning is based on the cleaners focusing all of their time and energy on cleaning, not routine housekeeping. We ask that you take a few minutes the night before a scheduled service to pick up any clutter (toys, books, papers). This allows them easy access to the areas/surfaces to be cleaned: floors, countertops, table tops, etc. and removing dirty dishes from kitchen sinks. If you’d like the cleaners to do extra tasks for you, please contact us in advance so we can clarify your needs, and adjust the cost.
Pets in the home: We are a pet friendly company. However, for the safety of your pets, it is recommended to place them away from the areas being cleaned due to the use of cleaning chemicals that might harm or be life-threatening to pets. We gladly work around pets; but if you are aware that your pet might become anxious or present a safety concern to our cleaners, please let us know beforehand. In the case of an incidence where the pet becomes violent we reserve the right to remove ourselves from your home or, if possible, isolate your pet in a room. If a cleaner is harmed and needs to leave your home prior to completion of the cleaning to seek medical assistance, or to be safe, we will contact the costumer to report the incident. We also charge the full cleaning cost plus the expense of any medical bills related to the incident. We cannot be responsible for pets that “escape” when our cleaners are entering/exiting your home. If your pet is “roaming free” during the cleaning, please let us know in advance, so the cleaners can be on alert when they open doors. Our cleaners are trained to close doors as soon as they enter and exit your home and will not leave doors open for long periods. Our cleaners do not move your pet, kennel or cage, and cannot touch or pick up pet f***s, including emptying litter‐boxes. Urine stains on hardwood floors will be mopped, but please understand that if urine has soaked into wood, the discoloration (stain) may not come out… a flooring specialist should be contacted.
Cleaning Supplies: Our cleaners bring the tools and products needed to thoroughly clean your home. If you prefer to supply your own cleaning products or solvents, we are not responsible for any damage associated with them.
Dusting: Our cleaners take pride in dusting your home. Our tools and techniques allow us to remove most of your home’s dust in a reasonable amount of time and effort.
· Settling Dust: During the dusting process, some dust becomes airborne and will not settle until we have left. This is more common in first time cleanings, and it may take several visits before settling dust becomes minimized.
· Dusting Knick‐Knacks, Collectables, Stand‐up Picture Frames, and other small items: We dust small items based on the size and the number of items on a shelf or flat surface like a mantel. If a surface is covered 70% or more, we will not dust or clean as it presents risk for damaging property.
· Dusting height limits: We are not able to dust items on shelves or hung on a wall that are higher than a cleaner can reach standing on a 2 step stepladder. We do use extension poles to dust rooms but we will not dust items that may tip over or hung on the wall because we are not able to hold it with one hand in order to secure it while we dust.
· Large and heavy items: For safety and liability reasons we do not lift or move heavy items or furniture over 35 lbs. These types of activities put our cleaners in danger of back injuries, it could even damage other items in your house, or even your flooring. If you would like us to clean behind refrigerators, stoves or sofas, please move it prior to your cleaning, or be present to move your items so our cleaners can perform the cleaning in the desired area.
Showers and Tubs: Showers and Tubs can accumulate lime, calcium and soap scum. Our cleaning solutions work very well on cutting through these deposits, however sometimes it may take two to three visits before showers and tubs become free of these deposits. Mold and mildew are organic and will grow deep into and behind grout or caulking. Surface stains will be minimized by our cleaning products, but completely eliminating it may require the homeowner to have their shower re‐grouted or re‐caulked.
Damage or Breakage: Our cleaners exercise reasonable care when cleaning your home. We highly recommend delicate items and items of sentimental value to be maintained in protected areas as we can’t guarantee repair or replacement for antiques or rare items. We are not liable for damage that is caused by “normal wear and tear”, improper installation of an item in your home, or artwork, collectables or family heirlooms that are not disclosed to us in writing. These items include but are not limited to the following examples:
· Carpet & Rug Snags: Carpet snags are the result of “exposed loops” caused by normal wear and tear, moving furniture, etc. which are snagged by a vacuum’s roller‐brush. The vacuums are set to industry standards in order to limit snags while still providing a high quality vacuuming. We will not vacuum tufted rugs with roller brush for the above reason.
· Broken Blinds: Customers should be aware that there are some inherent risks each time your blinds are cleaned. Blinds become brittle from daily exposure to the sun, and strings/chords weaken over time resulting in breaks.
· Improperly hung pictures/decorations/mirrors/fixtures: If these items are securely/properly attached to the wall, they should not fall when the item is dusted/wiped.
· Artwork, Collectables, Family Heirlooms: These items are expensive or impossible to replace and so we will not take the risk of cleaning such items. During our initial cleaning we ask our customers if any of these items are in the home so we can avoid cleaning them. It is the customer’s responsibility to inform us of any new items brought into the home, after our initial setup, that fall into this category.
· Use of Homeowner’s Vacuum: If you request our cleaners to use your vacuum, we do not assume or accept any liability for damage to the unit. (Since we are not responsible for maintenance or training with the unit, we are not responsible for any repairs to it).
· Walls: The crew may clean a few dirty spots on walls that are painted with semi-gloss, gloss, or satin paint, but we do not recommend cleaning walls that have flat paint because they usually get some sort of damage when scrubbed. Therefore, we do not offer this type of job because of liability purposes.
Scheduled “Arrival Time” for cleanings: When booking your service, we provide an estimated arrival‐ time when the cleaners will arrive at your home. Actual arrival time may vary due to unforeseen circumstances (traffic jams, weather, etc.) We will contact you if we are more than 30 minutes late for our scheduled time.
Scheduling Changes: We request cancellation or rescheduling to be made by text message or phone call. Please let us know as soon as possible if you need to reschedule or cancel a cleaning appointment. Even though we try to work around every request, we need enough notice given in order to maintain our routes and schedule.
Cancellation Costs: While we understand emergencies arise our cleaners schedule jobs within their availability. If you cancel you’re not only affecting them you’re also affecting the other customers, they service. If you cancel with 0-24 hours’ notice: 75% cost of anticipated cleaning. -24-48 hours’ notice before scheduled cleaning: 50% of cleaning cost. 48 hours or more notice: no fee. Please note that if an emergency occurs, we are reasonable and will not charge you if we know it was unforeseen and isolated.
NO AVAILABILITY: It is our goal to meet every cleaning request, however cleaning dates do sell out. The best way to reserve an alternative date is to contact us as soon as possible.
Weather: In the event the weather prevents your cleaner from getting to you they will contact you to reschedule for another day. This does not count as a cancelation and you will not be charged for it.
Illness: If you or anyone in your family has a contagious illness, please be mindful and call to reschedule your cleaning after you recover. We reserve the right to leave a job of cleaners arrive to find a party sick, and you will be charged.
Complete service cancellation: Although we do not require a contract. We ask for at least a weeks’ notice if you are cancelling a reoccurring cleaning.
Quality Control and Inspections:
We need your feedback: Getting customer feedback is an important ingredient to a successful relationship with our clients. Your feedback helps us monitor the performance of your cleaners and deliver the highest quality cleaning experience in the industry.
Pictures of before and after work: If there is a necessity for pictures to be taken we contact the costumer to ask for permission. We are trained to take pictures of any object that was found damaged prior to cleaning, or if an accident happens and there is damage involved.
Safety and Work Conditions Temperature Settings: During summer months, many of our customers turn their air conditioning off or set them to higher temperatures during the day, while they are at work. On the day that your cleaners arrive, we ask that you set the thermostat to, at the highest, 19• so your cleaners can work in a safe environment without overheating. For safety reasons, if our cleaners arrive to a home that is warm and the air conditioning is turned off or not reduced to safe levels, our cleaners are instructed to adjust the thermostat while they are in your home. They will return the temperature to the previous setting before they leave. We still ask that you let the air conditioning run on the day of your service because it can take several hours to cool a home to safe levels. During the winter, we request that the home is reasonably heated.
Privacy Statement: We are committed to protecting the privacy of customers. We do not sell, exchange, or otherwise distribute your personally identifiable information to outside parties
