Terms of Service

HOME CLEANING TERMS, CONDITIONS AND LIMITATIONS

PLEASE READ THESE TERMS, LIMITATIONS AND CONDITIONS CAREFULLY. BY ENGAGING OUR SERVICES, YOU ARE LETTING US KNOW THAT YOU UNDERSTAND AND AGREE TO THESE GUIDELINES.

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)698-3651

FLAT RATE PRICING DISCLAIMER

Since 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 your 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. 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 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!

DURATION OF SERVICE VISIT

  1. If you booked an hourly rate:

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

The time you see is a strict estimate based on “normal” conditions. You will be charged the flat rate price without consideration of time spent at your home.

ROOM & AREA COUNT

Our pricing requires you to include your home’s total 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. 

DEEP CLEAN

If this is your first time booking a cleaning with us, we will automatically add the deep clean option and treat it as an initial clean. 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, it is up to their discretion to determine the state of your home and they may opt to remove this option once they do the walk through with you. PLEASE NOTE: You have the option to decline the “Deep Clean” add on and waive the total satisfaction guarantee. 

KEY SECURITY – FREQUENT CLIENTS

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

Lucy’s Cleaning Service takes extreme measures to provide you with absolute security for your keys at all times. We can provide lock boxes for $49 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. 

LOCATIONS

Please ensure the address you provide is correct (perhaps double check on google that your address matches the pin drop?) If we cannot find your address using “google maps” we will make a very reasonable effort to find your home (we’ll call you for directions etc.) However, if we cannot locate your property at all we may apply a cancellation fee for that booking and return home.

ARRIVAL TIME

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

PRESENCE REQUIRED – ENTRY OF HOME

Please ensure that the team can access your premise on the day of cleaning. One time clients are required to be home to meet the team and verify service details. 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 and make sure we verify the details of your service. 

ACCESS AND LOCKOUT

Please ensure that our teams have access to your premises to provide you with the desired service. If you booked a service and the team cannot access your home out of any reason, you may be charged up to 50% of the service price to cover travel and labour costs. 

CANCELLATIONS

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 100% of your scheduled service cost. 

LIMITATIONS

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

Excluded are:

Areas that require the use of ladders beyond 3 steps. Areas that require specific training and tools. We cannot clean feces, blood or urine of any kind under this agreement. You may contact us to book bio-hazardous substance removal at 403-470-5536.

The teams are not allowed to move heavy furniture or appliances such as tables, couches, ovens, fridges, glass tables, vitrines or sectionals etc.

Carpet, tile, grout and upholstery cleaning as well as sealer application can be scheduled separately. 

EXTREME SOIL

Lucy’s cleaning Service reserves the right to upgrade your booking (Flat Rate or Hourly) if the cleaning professional determines that your home does not fit “Regular” soil conditions. For instance: If you booked a move out clean and the cleaning professional walks into a bio hazardous environment (with presence of rodent or other feces) or it is a restoration project, we may want to upgrade your appointment to either (Level 1, 2 or 3) Heavy duty HOURLY cleaning. You have the option of declining the clean all together for 30% of the original booking price. 

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 (ie. garage, kennel, etc.). We will not pick up pet droppings. This includes cleaning of litter boxes and dog kennels. 

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 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 laying 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. 

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.

CREDIT CARDS & PAYMENT

We require a valid credit card on file for booking. Your card will ensure your booking spot and will not be charged initially when you book. A temporary hold for the total Dollar amount may be placed on your card on the day before service. Once the service is completed, we will charge your card, usually the following day unless other arrangements have been made in writing. 

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

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 in this case for additional travel time and fuel cost.

ARRIVAL TIME

The cleaning technician will 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 cannot be removed with steam cleaning at additional cost. The technician will do his best to remove stubborn stains.

EXCESS SPOT REMOVAL

If your carpet contains a large number of 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 the 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 bonded and insured. 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. 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.

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