Arrival windows:
- In consideration of traffic, weather conditions, customers adding services, and blockages, please allow a window of at least 2 hours from your scheduled appointment time. For your convenience: if you cannot be at home, it is easier to provide a password or access to the entry code.
Payment:
- We accept Visa / Master Card Debit and Credit cards for all one time and reoccurring service.
- A verification charge may appear at the time of scheduling your service. Payment is charged in full upon the completion of the service.
- A $25 fee is charged for all NSF or declined transactions
Circumstantial Rates:
- Last minute Cancellation / Lock Out / Rescheduling Fee: If you require a cancellation, rescheduling of your service, we kindly ask you contact us by e-mail at customerservice@servicewithlove.org, by 12:00 p.m., 2 business days before your booking (holidays and weekends are not business days). Example: If your service is scheduled for Tuesday, you must e-mail us by 12:00 p.m. the previous Friday. (Voicemails and calls to cancel services are not accepted unless you receive a confirmation e-mail from us.) Any schedule changes within 2 business days prior to the appointment are billed up to 50% fee of the service fee in respecting our meticulous scheduling efforts, reserving a crew of workers for you, paying them for their booked time regardless. A client not home when we arrive is considered a cancellation/lockout, unless previous arrangements have been made to provide access to the property, and they have been confirmed by us prior to our arrival.
- Waiting Time Fee: Should the client need the cleaning team to wait within the agreed arrival window, there is a waiting charge of $40 per hour per Cleaning Angel.
- Unsafe Conditions Fee: Our team reserves the right to refuse service to any client whose worksite poses an undue health or safety hazard. At the point of refusal, for this reason, 50% of the total of the estimate becomes payable as compensation for negligence.
Scope of work:
- Furniture Lifting/Moving: If you require us to clean behind a fridge, shelf, or furniture, please pull it out for us in advance. We do not move anything over 20 lbs. We are not a moving or handyman service. We also do not wish to scratch furniture, flooring and we take care to prevent injury of our Cleaning Angels.
- Wall and Floor Washing: Entire washing of walls/floors by hand is beyond our regular scope of vacuuming and light-duty mopping. By booking our service, you agree to floors mopped with commercial “microfibre flat mops.” Such mopping will satisfy 97% of flooring needs. We do not clean grout in between tiled floors or walls (except in showers). Other companies provide specialized “grout steam cleaning” service.
Out of Scope List
To ensure reasonable, respectful, and safe working conditions when booking our service, you accept our Out of Scope list:
- Barns
- Dead animals
- Curtains or cotton window coverings
- Cobwebs or dusting above 10 foot ceiling
- Tile grout (shower grout is cleaned, though discoloring of silicone is permanent)
- Fireplace
- High hanging fans, lights over 8 ft or large chandeliers
- Mold and mildew (please call us for a referral to a specialist)
- Outside windows (except patio sliding doors)
- Soot or fire damage
- Drugs
- Balcony awning washing/moss removal
- Severely aged or moldy window tracks
- Bathtubs/sinks full of water (for health purposes, please drain water before we come)
- Excrement (only droppings inside a cat litter box will be picked up)
- Flood Damage
- Firearms
- Large blood spills
- Organize, sort, or shred papers and documents
We reserve the right to reject your order when there is :
Dishonesty… if we deem the level of labor is beyond the Work Order, you confirmed during booking. (example: you said 2 bed 2 baths, but upon arrival, it is 4 bed 4 baths!)
Safety Hazard… your property has any of the above items that are part of our “Out of Scope” list.
Unreasonable Cleaning Conditions… your property has obviously not been maintained, has been abused for years as in this sample photo
Abuse… the client or representative of the client verbally abuses our staff.
Harassment… the client or representative of the client harasses our staff with eg. lewd actions, or by following, watching behind their back, micromanaging their work, etc. Such behavior stresses people out and guarantees low service performance and results.
Elevator Down/No Elevator… your condo high rise elevators are shut down, or none exist. We cannot carry our equipment up and down more than 4 levels of stairs.
IMPORTANT INFORMATION
We hate to find ourselves in such unpleasant circumstances for both parties, but upon a rejection of service, we do charge 100% of the service fee.
- Customer satisfaction policy :
- To ensure your satisfaction with our service upon arrival, we require clients to do a free Walk Through going over your Work Order.
- For liability protection, we hold the right to take before and after photos.
- Upon completion, we require clients to complete a free Peace of Mind Walk Through and sign off upon satisfaction.
Due to the subjective nature of the cleaning industry, we do not offer refunds.
- Complaint Validity Period :
- All cleaning is final 24 hours after completion. Clients are required to give another team a chance to fix all complaints resulting from the Work Order and scope before reviews are posted to public media.
- Cleaning With Love reserves the right to repair any damage that may arise as a result of the cleaning by any means and the client who, by accepting the service, explicitly declares that the company can take whatever steps it deems appropriate to repair the damage.
- If the customer or their representatives refuse to consent to the steps necessary to repair the damage, the company will only provide a monetary sum that does not exceed what it would have cost the company to perform them. The company will not be responsible for any expenses past this.
- Non-Solicitation of Staff :
- As a client, you agree not to hire any present or past staff of Cleaning With Love for any home-related service outside of your service purchases with Cleaning With Love. If you hire our cleaning staff to work privately, you must pay $3000 to our company.
- Confidentiality and security :
- As our client, we respect your privacy and dignity. We keep your information confidential and keys/passcodes securely stored. Also, all documents, personnel information, communication (verbal / written / media) etc. are owned by Cleaning With Love . Do not disclose to the public outside of your service.
