Terms & Conditions
CLEANING SERVICE AGREEMENT
CLEANING SUPPLIES / EQUIPMENT:
Clean Lady Solutions does not provide cleaning supplies or equipment when hiring the Standard Cleaning Service, Turn-over or Deep Cleaning Service. You need to provide the cleaning supplies from our checklist (of your preferred brand), along with any specialty products for extra services, such as oven cleaning. If you want high areas cleaned, you must provide a step stool. If you would like us to use specialty products (e.g., organic, stainless steel cleaner, easy off oven cleaner, or other stronger/specific products), please provide them as well.
QUOTING & TIME:
Clean Lady Solutions' quoting is designed to provide the entirety of the chosen package with an allocated time, provided the space is accurately sized, the room count is accurate, and the space's condition is average. Should inaccurate sizing or below-average condition of the property be found, Clean Lady Solutions reserves the right to contact you to request additional time to address the home's needs. Should the extra time not be approved, Clean Lady Solutions staff will do their best within the allocated time assigned to the home, and you waive your satisfaction guarantee. All cleaning services booked with Clean Lady Solutions have a time limit associated with the cleaning, as we cannot foresee in what condition the property is in prior to our arrival i.e. grease, mold, mildew, grime, excessive dust, dirt etc. Additional time, if requested, is at an hourly rate determined between the client and Clean Lady Solutions at the time of request. You will not be charged without your approval, however if our attempts to reach you during an active service to report conditions or request extra time fail, we will have to stop the service at the maximum time allocated to the service.
To ensure efficient service and the highest-quality results, we recommend that areas scheduled for cleaning be cleared in advance to support a smooth workflow and allow our team to focus entirely on delivering thorough, effective cleaning.
BOOKING & CANCELLATIONS:
For scheduled cleanings, Clean Lady Solutions will charge a $50 cancellation fee if a cleaning service is canceled or rescheduled within 48 hours of your scheduled cleaning. For same-day cancellations, lockouts or rescheduling, or if we cannot gain access within 30 min of our arrival, we reserve the right to charge the greater of $75 or 50% of the total service fee. Our cancellation policy applies to each visit.
Payment is made in full to Clean Lady Solutions at the time of booking. If you would like to cancel and receive a full refund, you must do so at least 48 hours prior to your service date. Otherwise, our cancellation policy applies.
Additional services provided by Clean Lady Solutions must be included at the time of the booking so that the quoting and payment match.
24HOUR SATISFACTION GUARANTEE:
If you’re not 100% satisfied with the quality of our cleaning of any of the serviced areas, and your home is as described (size, QTY of rooms, etc.) and in average condition and you advise the office within 24hrs of your service, Clean Lady Solutions will send a cleaner back to address any areas in which we fell short within 3 days of your original scheduled cleaning.
Please note Clean Lady Solutions cannot guarantee the removal of mold, mildew, grime, soap scum, smoke or pet odors – we are professionals and will do our best to tackle the areas. We are also not responsible for the rejuvenation of caulking, grout, molding, or carpeting. We are not responsible for unclogging the kitchen and/or washrooms’ sinks nor the shower drain.
Due to the subjective nature of the cleaning industry, we do not offer refunds.
Post-reno, post-construction, and hourly work is not covered by this guarantee.
Please email us at infocleaningtoronto@gmail.com or call us at 416-770-8502, and we will address your concerns in a timely and professional manner.
DIRECT HIRING OF OUR CLEANERS:
Clean Lady Solutions invests heavily in selecting quality cleaners and training. Hiring Clean Lady Solutions current, Ex-worker(s) and/or accepting side propositions makes you liable for an employment referral fee of $5,000.00 if you directly employ (legally or cash basis) anyone currently or formerly employed by us within the 2 year period prior to such employment and/or within 6 months of being contracted by Clean Lady Solutions. By using our service, you agree to notify us of any attempts to solicit or accept illegal business, otherwise; Attorney, Legal and miscellaneous expenses incurred to investigate and/or collect this fee will be added if this employment is discovered. Exchanging contact info with our cleaners is considered part of this breach.
CLEANER SAFETY:
Clean Lady Solutions reserves the right to remove its cleaners from your home should the environment become unsafe. Our cancellation policy will apply. To protect the health and safety of our cleaners, they do not move anything heavier than 30 lbs. Should you require us to clean behind heavy furniture or appliances, please move them prior to our arrival to allow access to the target area.
Should the home present health risks relating to viral, mold, bacteria and/or infestation, we reserve the right to remove our staff from the home, and the cancellation policy will apply. This may apply if our staff enter a home and someone in the home is sick and or showing symptoms of illness and the staff do not feel comfortable. If you are unsure, please contact our office immediately.
LARGE AND HEAVY ITEMS:
For safety and liability reasons, Clean Lady Solutions will not allow its Cleaning Professionals to lift or move heavy items or furniture weighing more than 30lbs.
PETS:
We will gladly work around pets. If your pet becomes anxious or presents a safety concern, Clean Lady Solutions reserves the right to remove its cleaners from your home. If an assigned cleaner leaves your home before completion, Clean Lady Solutions will charge you a prorated fee based on the work performed. If the removal of our cleaner is due to aggressive pets, our cancellation policy will apply. Please take measures necessary to ensure a safe environment for your pet and our cleaning personnel. Clean Lady Solutions staff reserves the right to not clean pet feces, litter boxes or urine, and cannot guarantee removal of such odors from the home.
VALUABLES:
Please safely secure your valuables, heirlooms, and collectibles prior to scheduled cleanings. Please advise of fragile items (and their suggested care) when booking your cleaning.
ACCESS AND HOME SECURITY:
For your safety, we do not return keys by mail. We will return your key in person to your concierge or to the location we were instructed to retrieve it.
Clean Lady Solutions is not liable or responsible for any damages or loss of property as a result of unauthorized entry. For this reason, Clean Lady Solutions cannot leave your property unlocked at the end of our service. Please ensure you make arrangements to enable us to leave your property locked and secured at the end of our service. Should you not be able to ensure the security of your property, we waive all possible responsibility on the part of Clean Lady Solutions and its staff for any damage, theft, or other loss.
If leaving your key with concierge, please ensure to leave it under Clean Lady Solutions name. Our professional cleaners all have badge ID’s to sign out the keys and can return them to concierge. Please ensure your building allows this as we are not liable for any loss or otherwise from the misuse of keys. If keys are not made available at the time of scheduled cleaning and we cannot gain access within 30 minutes of our arrival – we will resort to our cancellation policy and/or you may be charged for waiting time.
ARRIVAL TIME:
Clean Lady Solutions provides you with an estimated arrival time relative to the scheduled appointment requested to allow for factors beyond our control, such as traffic conditions, lockouts, and customers adding services or canceling. Leaving a key with your concierge or a convenient lockbox is the easiest way to provide us with access to your home if you cannot be there.
DAMAGES:
Clean Lady Solutions’ Cleaners promise to conduct themselves professionally in your home at all times. In the event of accidental damage, notify our office within 48 hours of your service. We cannot guarantee reimbursement for any damages reported more than 48 hours after the end of the cleaning appointment. Clean Lady Solutions requests that you be accessible for contact so that Clean Lady Solutions or its representatives can assess and repair any damages.
Clean Lady Solutions reserves the right to contract suitable professionals to repair any damages. Clean Lady Solutions will make payment arrangements directly with its contractors to settle any damage and/or repair costs.
Our insurance policy provides a Comprehensive General Liability limit.
If your keys are lost or misplaced by us, or if a door becomes secured locking out, we will cover the cost of key replacement or locksmith up to $100.
CAULKING AND GROUT:
Clean Lady Solutions does not assume responsibility for restoring severely worn, stained, or mildewed mold-caulking and grout.
DISCOUNTS:
Clean Lady Solutions reserves the right to alter or withdraw discounts and/or account credits for use on future service at any time.
PAYMENTS:
Clean Lady Solutions accepts the following forms of payment: Major Credit Cards, e-transfers, and direct deposits. Payment is made in full to Clean Lady Solutions at the time of booking. If you would like to cancel and receive a full refund, you must do so at least 48 hours prior to your service date. Otherwise, our cancellation policy applies.