Cleaning Service Questions

Terms and Conditions

By May 16, 2020 No Comments

By booking service through our online booking tool or over the phone, you agree to the following Terms and Conditions of Service:

  1.  Initial Cleans – Initial cleans are estimates based on what we normally experience. Since we price homes sight unseen, your initial cleaning could take more or less time than the amount estimated. Should the team require more than the budgeted time, we will be calling you to advise during the service at the number you provided at the time of booking. If additional time is required, but not approved, the team will exit at the original budgeted time and we will advise of the items not completed. However, if the team completes your service in less than the budgeted time estimated, your rate will be adjusted accordingly.
  2. Basic & Premium Recurring Packages – Your recurring service (after the initial cleaning) is flat-rated at a reduced rate based on the frequency, the details, and the rooms selected. If a flat rate service is regularly rescheduled, we reserve the right to deny discounted flat rates as the discounts are established based on the consistency and frequency of service. Anything additional, including the cleaning of rooms not originally quoted needs to be arranged before the service with the office as additional fees will apply.  If the team is instructed to skip an area that is included in the flat rate, the rate will not be reduced.
  3. Kitchen and Bathroom Detailing – By booking this specialized service you are agreeing to select a minimum of 2 bathrooms and the kitchen included.  Please note, our online booking form will automatically book you in for the date and time that you select either on a monthly, bi-weekly, or weekly basis. We kindly ask that you are honest about the current condition of your kitchen and bathrooms. Our detailed kitchen and bathroom cleaning services are for light to moderate conditions only, hence why we do not require you to book an initial deep scrubbing prior.  If your kitchen needs heavy de-greasing/grime removal or if your bathrooms have soap scum buildup, heavy rust stains, or calcium/ hard water scale you will need to let our office know beforehand so we can book the appropriate time. Additional rates will apply! If you are dishonest, regarding the current condition of your kitchen and bathrooms, we have the right to adjust the rates as needed or decline the job upon arrival which would result in the same-day cancellation fee.
  4. Payment: Payment is due at the time services are rendered and will be charged to the credit card we have on file for you upon the completion of the service. All billing inquiries should be made to the office and not to the team onsite.
  5. Cancellation & Re-Scheduling – A minimum of TWO FULL business days’ notice (we are closed on the weekends and stat holidays) is required to cancel or skip scheduled service. Less than two full business days’ notice is considered a Late Cancellation and a fee of 50% of the scheduled service price will apply. Same-day cancellations will be billed at 100% of the scheduled service price. No exceptions!
  6. Lock Out Policy – If for any reason the team cannot access the home on the day of the scheduled service, it will be considered a Lockout. Lockouts will be billed at 100% of the scheduled service price.
  7. Post Renovations – We do not offer post-renovation/construction cleaning. Our house cleaning services do not include removing drywall dust, debris, or paint splatters. If we arrive and are unable to clean our same-day cancellation fee applies.
  8. Health & Safety – Vapour Clean reserves the right to refuse service if a customer’s home poses a Health and Safety risk to our staff. The team does not and will not clean materials deemed bio-hazardous. Bio-hazardous materials include but are not limited to: human and/or animal blood, human and/or animal body fluids such as feces, vomit, and urine; pet litter boxes, black or toxic mold, bedbug or rodent activity, insect infestations, used contraceptives or hypodermic needles. To prevent back injury, we also ask that cleaning staff not be asked to move or lift heavy furniture. We only move furniture that is reasonable and must have foot protection.
  9. Before Our Visit – To give you the greatest value possible, we ask you to take a few minutes before our visit to put away clothing, toys, and other personal items. If we can’t see your baseboards, we won’t be able to clean them.
  10. Parking – The client is responsible for ensuring that free parking is readily available for the Vapour Clean employee upon arrival at the client’s residence and the entire duration of the services being provided.
  11. Additional Work – We are always pleased to assist you with your additional cleaning requests.  Simply contact us 48 hours before your next appointment so that we may schedule additional time to complete the extra tasks. Additional charges will apply. Please note: Vapour Clean services offered do not include dishes, laundry, bedsheet changing, or garbage removal.
  12. Quality Control – We want you to be consistently happy with our work, and for that reason, we want to keep tabs on how you feel we are doing.  For this reason, we send out a quick email survey after each cleaning service appointment. We monitor comments through this tool, as well as calculate quality scores for our teams. We are human, so at times we may make mistakes and miss things. Please notify us within 24 hours if, for any reason, you are displeased with the quality of the service you received, and we will return and fix it for you. In addition, we welcome any suggestions you may have to help us improve the quality of our house cleaning services. We do not offer refunds for services rendered.

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