Terms of Service

HOME CLEANING TERMS, CONDITIONS AND LIMITATIONS OF SERVICE

Last Updated: October 22/2017

Thank you for choosing Lucy’s Cleaning Service & Janitorial. We strive for happy clients and want to make your experience as easy, pleasant and straightforward as possible. The following describes some general guidelines and limitations we want to ensure you know about. If you have any questions or concerns regarding this document, feel free to give us a call at 403-470-5536.

PLEASE READ THESE TERMS, LIMITATIONS AND CONDITIONS CAREFULLY. BY CLICKING THE BOOK NOW LINK, YOU ARE LETTING US KNOW THAT YOU UNDERSTAND AND AGREE TO THESE GUIDELINES.

The terms and conditions stated herein (collectively, this “Agreement”) constitute a legal agreement between you and 1162211 AB Ltd o/a Lucy’s Cleaning Service, a company duly incorporated under the laws of Alberta (the “Company”, “We”, “Our” or “Lucy’s”) by using or receiving any services supplied to you by the Company (together with the website located at www.lucyscleaning.ca.

The Company reserves the right to modify the terms and conditions of this Agreement or its policies relating to the Service any time, effective upon posting of an updated version of this Agreement on the Service or website. You are responsible for regularly reviewing this Agreement. Continued use of the Service 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 by email at info@lucyscleaning.ca.

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

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 then indicated at the time of booking or if your home has more than regular soil conditions. In other words, please do not book a 2-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 Company’s discretion, additional fees if 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. 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.

DURATION OF SERVICE VISIT

  1. 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 ladies 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” conditions. Under normal soil conditions, you will be charged the flat rate price without consideration of time spent at your home.

EXTREME SOIL DISCLAIMER

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

DEEP CLEAN / INITIAL CLEAN

When first booking a cleaning with us, the company reserves the right to add the deep clean option without notification and at the Company’s discretion. 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 Clean” add on and waive the total satisfaction guarantee.

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 $59 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.

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, you may be charged $75 at the Company’s discretion to cover travel and Labour costs.

LOCATION OF YOUR HOME

Please ensure the address you provide is correct, (especially if the premises are outside of Calgary City limits) 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 may 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 be able to 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 regarding a cleaner’s race, ethnicity, sex or age.
  • Make any guarantees regarding the number of cleaners sent to your premises to conduct the cleaning service.
  • Guarantee that your premises will be cleaned to your satisfaction if you purchased a set pre-determined amount of cleaning service hours (timed service).
  • Guarantee the speed of which cleaners can 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 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)

FREQUENCY DISCOUNTS

Frequency discounts will be 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 at the Company’s discretion.

ADD ONS / EXTRAS

**ADD ONS must be selected for some items to have them cleaned. 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

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 our clients’ 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 (i.e. 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.

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 re-visit your home or office 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.

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

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CARPET CLEANING TERMS, CONDITIONS AND LIMITATIONS

SERVICE AREA

Please check the “I am more than 20km away from T2Y 4T4” if you are indeed that far away. A small additional charge will be applied for additional travel time and fuel cost.

ARRIVAL TIME

The cleaning technician aims 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.

CANCELLATIONS

Should you wish to cancel 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 100% of your scheduled service to the credit card provided over the phone when booking this appointment.

WORKMANSHIP

Our workmanship is guaranteed.

We pre-spray heavy traffic areas and treat spots and stains individually using professional ecologically responsible methods. Our IICRC trained technicians are supplied with the best equipment to take care of specialized cleaning needs.

VACUUMING

For best result, please ensure your carpet is vacuumed prior to the technician’s arrival.

STAIN REMOVAL

We will do our best to remove stains however we cannot guarantee success. We can attempt to remove Stains that are not removed by steam cleaning at additional cost. The technician will do his best to remove stubborn stains.

EXCESS SPOT REMOVAL

If your carpet contains many spot stains an additional cleaning charge may apply. Our technician will discuss this with you before commencing work.

PETS

We love our clients’ pets! But for their own safety and the safety of our cleaners, please put your pets in a pet carrier or secure area of the home or garage. We will not be responsible for run away or accidentally locked in pets.

FURNITURE MOVING

Furniture moves need to be assessed for size and weight and additional charges may apply.  We will gladly move some furniture for you with notice so we can ensure we have the proper equipment and manpower necessary to ensure our Employee’s safety.  Please advise of furniture that requires movement in advance.

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.

BREAKAGE & LOSS

Lucy’s Cleaning Service is Surety bonded, carries WCB coverage and insurance. Our insurance policy provides a Comprehensive General Liability limit of $5,000,000.

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. A cleaning technician will re-visit your home or office at no extra charge. However, due to the subjective nature of the cleaning industry, we do not offer refunds to customers.

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