Terms of Service

HOME CLEANING TERMS, CONDITIONS AND LIMITATIONS

PLEASE READ THESE TERMS, LIMITATIONS AND CONDITIONS CAREFULLY. BY ORDERING 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 satisfied clients; and aim to make your experience as simple and pleasant as possible. The following describes the 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

  1. FLAT RATE PRICING DISCLAIMER

Since we are unable to perform an initial walk-through to verify the condition of your home; 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 information provided when booking, the cost of service is subject to change. In other words, please do not book a 1 bedroom service when you are living in a 3-bedroom home. If you do not need all the rooms in your home cleaned, you may select our hourly cleaning option!

  1. DURATION OF SERVICE VISIT
  2. 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. Under normal soil conditions, you will be charged the flat rate price without consideration of time spent at your home.

  1. ROOM & AREA COUNT

Our pricing requires you to include your home’s total number of bedrooms. Any rooms; such as, offices, bonus and/or living rooms, must be added. We clarify a bedroom as a room with a closet; a bonus room, or office, is without a closet. 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 home’s kitchen and living areas.

  1. DEEP CLEAN

If this is your first time booking a cleaning with us, we reserve the right to add the deep clean option without notification. 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. 

  1. KEY SECURITY – FREQUENT CLIENTS

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

Lucy’s Cleaning is not responsible for the security of our client’s keys. We do not collect, nor store them. We can provide lock boxes for an additional fee, 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.

  1. LOCATION OF YOUR HOME

Please ensure the address you provide is correct, we suggest double checking that the pin on the map does match the location of your home. If we cannot find your address using “Google Maps”, we will make a very 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 Airdre, we may add an extra fee for travel from the list of extras in the online booking form if you have not done so.

  1. 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.

  1. 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 $75 lock out fee to cover travel and labour costs.

  1. PRESENCE REQUIRED – ENTRY OF HOME

One time as well as first time clients are required to be home to meet the team and to verify service details. We want to ensure you receive the best cleaning possible; and would love to meet you in person before we start.

  1. 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) may be charged 100% of your scheduled service cost.

  1. FREQUENCY DISCOUNTS

Frequency discounts will be rewarded to clients who book consecutive weekly, bi-weekly, or monthly appointments. We reserve the right to remove the discount without further notice if appointments are skipped and/or canceled.

  1. LIMITATIONS

The teams are equipped to handle regular home cleaning with HEPA vacuums and common chemical agents.

Exclusions to this are:

Areas that require the use of ladders beyond 2 steps. Areas that require specific training and tools. We do not 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 will put reasonable effort into soil and stain removal. They are not equipped for carpet; tile & grout deep cleans, or window and pressure washing.

Carpet, tile & grout and upholstery cleaning; as well as, sealer application can be scheduled separately by calling 403-698-3651

  1. ADD ONS

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

  1. MOVING FURNITURE

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

  1. 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 finds a bio hazardous environment (with presence of rodent or other feces), or it is a restoration project. Your home will be coded and priced for a Heavy Duty HOURLY cleaning. You have the option of declining the clean all together for a $75 cancelation fee.

  1. 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, we may suggest that they be placed in areas that we are not working in (ie. garage, kennel, etc.). If our cleaner feels threatened by your pet, we reserve the right to treat the situation as a lock out and a $75 fee will be charged. We will not pick up pet droppings. This includes cleaning of litter boxes and dog kennels.

If you have pets and did not add the “I have pets” extra, we reserve the right to do so upon arrival

  1. 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.)

  1. 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.

  1. 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 valuables laying around that could easily get vacuumed up. For any claim, we require photos of the damaged item within 24 hours of the service.

  1. 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.

  1. 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. Claims after this time frame will be disregarded. 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.**

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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 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.