Terms of Service

LUCY’S CLEANING SERVICE / LCS

GENERAL TERMS, CONDITIONS AND LIMITATIONS OF SERVICE – PLEASE READ

Last Updated: Aug 10, 2019

PLEASE READ THESE TERMS AND CONDITIONS CAREFULLY AS THEY CONTAIN IMPORTANT INFORMATION REGARDING YOUR LEGAL RIGHTS, REMEDIES AND OBLIGATIONS. THESE INCLUDE VARIOUS LIMITATIONS AND EXCLUSIONS, AND A CLAUSE THAT GOVERNS THE JURISDICTION AND VENUE OF DISPUTES.

The terms and conditions stated herein (collectively, this “Agreement”) constitute a legal agreement between you and Lucy’s Cleaning Services. (hereafter referred to as “Lucy’s Cleaning”, “we”, “us”, or “our”) the appropriate entity (the “Company”). By using the Services (collectively, the “Site”), you agree to comply with and be legally bound by the terms and conditions of these Terms of Service (“Terms”), whether or not you become a registered user of the Services (outlined below), and any future amendments and additions to this Agreement as published from time to time at https://www.lucyscleaning.ca/terms-conditions or through the Service. Please read these Terms and our Privacy Policy carefully, if you do not agree to these Terms, you have no right to obtain information or remidies from Lucy’s Cleaning or otherwise continue using the Site. Failure to use the Site in accordance with these Terms may subject you to civil and criminal penalties.

The Company reserves the right to modify the terms and conditions of this Agreement or its policies relating to the Service or Site at any time, effective upon posting of an updated version of this Agreement on the Service or Site. You are responsible for regularly reviewing this Agreement. Continued use of the Service or Software after any such changes shall constitute your consent to such changes. If you require any more information or have any questions about our Terms and Conditions, please feel free to contact us on our contact form at http://www.lucyscleaning.ca/contact

SERVICE NOTIFICATIONS 

Upon booking any service, the company will send you automatic email confirmations and reminders to verify your purchase in detail and remind you of the service appointments. It is your sole responsibility to verify all such information (address, phone numbers as well as the booking details) and the booking details of your order.

CLEANING SERVICE TERMS, CONDITIONS AND LIMITATIONS

FLAT RATE ROOM & AREA COUNT

Our pricing model requires you to include your home’s listed number of bedrooms. Any rooms such as offices, bonus or living rooms must be added. The way we price homes isn’t about cleaning the bedrooms themselves (as the bedrooms need minimal vacuuming/dusting etc), it’s because the number of rooms directly relates to the size of the homes kitchen and living areas. 

FLAT RATE PRICING DISCLAIMER

Our Flat Rate  Pricing is an estimate and in no way a guaranteed time of service duration or final price. In some cases, we are unable to perform an initial walk-through to verify the condition of your home prior to service. Our flat-rate prices are based on certain assumptions about levels of cleanliness and the amount and effort required to clean a home. We estimate the price of your service based on the information that is provided by (You) the customer. If the condition of the property is not the same as the info provided, the price for service is subject to change at the Company’s discretion. As such we reserve the right to update the pricing for any home if we arrive and there are more rooms than indicated at the time of booking or if your home has more than normal soil conditions. In other words… please do not book a 1 bedroom service when you are living in a 5 bedroom home. If you do not need all the rooms in your home cleaned, you may select our hourly cleaning option!

OVERAGE FEES
We may apply, at the our Company’s discretion, additional fees in the event that the customer has provided false or misleading information regarding their service requirements or, but not limited to, the location, size or condition of their premises. We will contact you if this happens by phone. Overage fees are set at the discretion of the Company and applied to the credit card provided by the Customer. The Customer authorizes the Company to charge any overage fees to their credit card.

TIMED SERVICE

When you order “Timed service” The cleaner will follow your priority list for the scheduled time block. If you did not provide a priority list, the cleaner may clean items at their discretion.

DURATION OF SERVICE VISIT

  • If you booked a “Timed Service”:

Your cleaning time is based on “man-hours” (m/hr).  For example: for a 4 hour appointment, we may send a team of 2 staff for 2 hours, equaling 4 man-hours. We will not be able to issue any refunds if you opt to release the team before the scheduled time is up.

  1. B) If you booked a “Flat-Rate” service:

The time you see on the booking form is a strict estimate based on “normal” soil conditions. Upon arrival at the property, the cleaning team will advise of time changes or add ons required toclean the premises to our standard.  Under normal soil conditions, you may be charged the flat rate price.

EXTREME SOIL DISCLAIMER

Lucy’s cleaning Service reserves the right to upgrade or change your booking (Flat Rate or Timed), if the cleaning professional determines that your premises do not fall within “Regular” soil conditions. For instance: If you booked a regular clean and the cleaning professional finds extreme soiling conditions. Your home may suggest to change the booking to  a Timed Service. You have the option of declining the clean all together for a $75 cancellation fee.

DEEP / INITIAL CLEAN

When first booking a cleaning with us, the company may add the Deep/Initial clean option to allow for extra time. The first cleaning typically takes longer, to address built up soil, where any following cleanings (if you’re on a schedule) are maintenance cleanings. Once the cleaning staff arrives, a walk through with (You) the client will take place to verify booking information and inspect the environment. During this inspection, it is up to the cleaner’s discretion whether to disregard the deep clean option. PLEASE NOTE: You have the option to decline the “Deep/Initial Clean” add on and waive the total satisfaction guarantee.

FREQUENCY DISCOUNTS

Frequency discounts are rewarded to clients who book consecutive weekly, bi-weekly, or monthly appointments without interruptions. The Company reserves the right to remove the discount without further notice if appointments are skipped and/or canceled.

ARRIVAL TIME

The cleaner / team aims to arrive within a ONE – hour arrival window (+/- 60 min) relative to the scheduled appointment time to allow for factors beyond our control such as traffic conditions, lockouts, customers adding services or cancellations.

PRESENCE – ENTRY OF HOME

One time and first time clients must be home to meet the team and verify information. We want to make sure you receive the best cleaning possible and would love to meet you in person before we start. Due to the subjective nature of the term “Clean” we also want to do a quick walk through with you to make sure to talk about your needs and verify the details of your service.

LOCK BOXES – FREQUENT CLIENTS:

Clients on a weekly or bi-weekly maintenance schedule may opt for lockbox service:

Lucy’s Cleaning Service does not retain keys. The Company can provide lock boxes for $89 which can be placed on your property with a code provided to you. Leaving a key in a lock box on the day of your appointment is the easiest way to provide Lucy’s Cleaning Service Team access to your home if you cannot be there. The Company will not be liable for lost keys under any circumstance.

ACCESS AND LOCKOUT 

Please ensure that our teams have access to your premises to provide you with the desired service. If the team cannot access your home out of any reason, we will attempt to contact you by phone and SMS for up to 30 minutes to resolve the issue. If we still cannot gain access, you agree to be charged up to $75 to cover travel and labour costs.

LOCATION OF YOUR HOME

Please ensure the address you provide is correct, we suggest double checking using Google “Maps” that the pin on the map matches the location of your home. If we cannot find your address using “Google Maps”, we will make every reasonable effort to find your home (we will call you for directions, etc.) However, if we cannot locate your property we may apply a cancellation fee for that booking and return home. If you live outside our regular service area; such as Cochrane and Airdrie, we may add an extra fee for travel from the list of extras in the online booking form if you have not done so.

CREDIT CARDS & PAYMENT

We require a valid credit card on file for booking without exception. Your card will ensure your booking spot and will not be charged when you book. A temporary hold for the total dollar amount will be placed on your card. Once the service is completed, we will charge your card, usually the following day unless other arrangements have been made in writing. If your Card declines the “Hold” the Company will not send a cleaner and we will attempt to contact you to address the issue. 

CANCELLATIONS / BUYER’S RIGHT TO CANCEL

Should you wish to cancel or skip any scheduled cleaning appointment, please provide Lucy’s Cleaning Service with a minimum of two business days (48 hours) notice prior to your scheduled appointment. Cancellations with less than one business day (24 hours) will be charged $75 late cancellation fee.

LIMITATIONS 

The teams are equipped to handle regular home cleaning and will supply HEPA vacuums and the necessary tools and chemicals to accomplish the task. 

THE COMPANY DOES NOT:

  • Provide preferential treatment toward cleaners based on race, ethnicity, sex, sexual orientation or age, nor does the Company affirm your requests in such matters or makes any guarantees in regards to a cleaner’s race, ethnicity, sex or age.
  • Make any guarantees in regards to the number of cleaners sent to your premises to conduct the cleaning service.
  • Guarantee that your premises will be cleaned to your satisfaction in the event that you purchased a set predetermined amount of cleaning service hours (timed service).
  • Guarantee the speed of which cleaners are able to perform their cleaning services.
  • Guarantee a specific arrival time of the cleaner. A specific arrival time is provided as a courtesy only and may change even at the last minute due to inherent industry factors. You must be prepared to have the cleaner arrive at any time during your time slot selected upon booking.
  • Guarantee a specific cleaner or team to conduct your service.
  • Move any furniture or machine polish floors.
  • For health and safety reasons, clean up pet excrement or bodily fluids, mold or other biohazards, outside areas, fireplaces or the exterior of any windows.
  • Clean areas above reasonable reach of the cleaner(s)

ADD ONS / EXTRAS

**ADD ONS must be selected for some items to be included in your service appointment. If for example the “Damp wipe blinds“ add on is not selected, the cleaning professional may not be able to give this item the attention it needs and the blinds are just dry dusted.

LAUNDRY

The cleaning professional will take care not to damage or discolor any items that you leave for them to wash. It is out of our control what laundry detergent you use or how your washing machine behaves. Laundry must be pre-sorted and placed into a hamper in front of the washing machine. We will not be held liable if any damage occurs to either your laundry, or other related property (Damage to the machine, flooding of the home etc.)

MOVING FURNITURE 

Out of liability reasons, the teams are not allowed to move furniture or appliances such as tables, couches, ovens, fridges, glass tables, vitrines or sectionals etc.

PETS

We love pets! Your pets are members of your family and we respect that. However, if your pet is afraid of vacuums, is territorial or rough and will not allow us to do our work, we may suggest that they be placed in areas that we are not working in (ie. garage, kennel, etc.). If you have pets and did not add the “I have pets” extra, we reserve the right to do so upon arrival.

BREAKAGE & LOSS

Lucy’s Cleaning Service is bonded and insured. Our insurance policy provides a Comprehensive General Liability limit of $5,000,000. DISCLAIMER: Please do not leave delicate items (necklaces, earrings)  or money lying around that could easily get vacuumed up. In other words, if you know the cleaner is coming, please do not leave drugs, jewelry, stacks of money or other valuables lying around in the open. Claims require photo proof of damaged items within 48 hours. We reserve the right to replace damaged items with items “of similar condition and depreciation”. 

REFUNDS & GUARANTEES 

If you are not 100% satisfied with the quality of cleaning of any of the serviced areas, please contact us within 24 hours of your clean. We will revisit your home at no extra charge. However, due to the subjective nature of the cleaning industry, we do not offer refunds to customers.

PRIVACY

We respect your privacy. While the nature of our business requires us to obtain personal information from you, we will never knowingly sell, rent, loan or provide your information to any third party (except the financial institution that processes your payment or agencies to help us collect past due accounts) without your specific consent.

NON-SOLICITATION OF EMPLOYEES 

As a client, you agree not to hire any present or past employee of Lucy’s Cleaning Service for any home-related service outside of your agreement with Lucy’s Cleaning Service for a period of six months from the last cleaning service received from us. We put a great deal of effort and time into recruiting, vetting and managing our cleaning service providers. This agreement states that you agree to not independently hire any Lucy’s Cleaning Service provider unless you pay a one-time referral fee of $2,800. This amount is due in full immediately upon personal employment/engagement of the cleaners, regardless of whether you use them for a recurring or one-time service.

**Lucy’s Cleaning reserves the right to change, add or amend these terms at any time and without notice.**

Please feel free to contact us if you have any question or concerns

Phone: 1-855-242-5326     email: support@lucyscleaning.ca