TERMS OF SERVICE
1. BOOKING OF SERVICE AND PAYMENTS
When you book our cleaning services you pay for the actual cleaning time that our cleaner(s) spend(s) in your home. Cleaning time starts when the cleaner(s) enter(s) your home and it stops when they exit.
Payment for regular daily, weekly and bi-weekly cleaning services is due upon completion of your cleaning service. Your credit card will be per-authorized for the full amount 24 hours before the appointment and will be charged within 24 hours after the service is provided. Monthly billing is also available to regular clients. Contact us if you prefer this option.
When paying through PayPal, you will receive an email with a link that should be used to complete your payment. Payment through PayPal is due 24 hours before your cleaning appointment. If no payment is received, your booking will be cancelled.
All other types of cleaning including first cleaning, one-time, move-in/out, spring cleaning, and regular monthly cleaning require full prepayment upon booking of service. Your credit card will be per-authorized for the full amount and will be charged within 24 hours after the service is provided.
When the client is billed monthly, payments must be received by us on or before the due date specified on your bill. All overdue balances are subject to compounded interest charges of 2% per month, which will accrue and be payable on all outstanding balances. Any NSF or declined checks are subject to a $25 NSF fee each. We accept the following methods of payment from regular clients: MasterCard, VISA, and AMEX, PayPal, e-transfer, direct deposit, cheque or cash. If you pay by cash, please leave it in the agreed place, clearly marked for EcoClean Maids.
One-time clients should pay by credit card or PayPal.
2. CANCELLATIONS, LOCK-OUTS, WAITING TIME, REFUNDS
Should you wish to cancel or skip any scheduled cleaning appointment, you can do it directly from your account. Alternatively, you can e-mail us at info@ecocleanmaids.ca or call 1-888-339-3359 or 1-905-392-2015.
ANY CHANGES OR CANCELLATIONS MUST BE DONE a minimum of 24 hours prior to your scheduled appointment.
- Any schedule changes within 24 hours prior to the appointment (late cancellation) will result in a $75 LATE CANCELLATION FEE in respect of our scheduling efforts and reserving a crew of workers for you
- Cancellations within same day will be charged the FULL AMOUNT of the estimated/booking price in respect of paying your cleaning crew for their booked time regardless
- If the cleaning staff is unable to gain access to your home to perform a scheduled cleaning (you forget to leave a key, etc.) you will be charged 100% of the service fee anyway
Waiting time is billed at our regular rate per cleaner.
3. CANCELLATIONS by EcoClean Maids
Cleaners are people too and sometimes they get sick, have a family emergency or encounter other unfortunate circumstances. In these cases, we do everything we can to schedule another cleaner for your original time. If, however, there is no one available, we will let you know immediately and work to reschedule at a time that works best for you.
4. HOLIDAYS
Our cleaning services are not available on the following public holidays: New Year’s Day (January 1st), Family Day (third Monday in February), Good Friday (Friday before Easter Sunday), Victoria Day (Monday before May 25th), Canada Day (July 1st), Labor Day (first Monday in September), Thanksgiving Day (Second Monday in October), Christmas Day (December 25th), Boxing Day (December 26th).
If your scheduled cleaning appointment falls on any public holiday when we are closed we will try to reschedule to another day (subject to staff availability).
5. SAFETY AND RIGHT TO REFUSE WORK
EcoClean Maids employees have the right to refuse any work they deem unsafe, unacceptable, inappropriate, or beyond the service booked by the client. Cleaners have the right to leave the client’s premises without providing cleaning services if conditions of your premises are unacceptable or significantly worse then described by a client. For example, you book a standard 5 hour cleaning service for your rental property claiming that your place is in decent condition. When cleaners arrive to your property they discover that each room is full of garbage, bathrooms and toilets are disgusting, kitchen sink is full of dirty dishes and there are rotten food leftovers all over the floor, carpet floor has fresh cat urine spots and the urine smell is very distinct, etc. In this case, cleaners will turn around and leave your place without cleaning it. Conditions are inappropriate and there is no way to properly clean this place in 5 or even 10 hours.
Any extra work must be agreed with EcoClean Maids management and not directly with the cleaners. Our cleaners are not allowed to lift any items heavier than 35 lbs (15 kg) and/or climb ladders (chairs, etc.) to reduce risk of injuries as well as minimize the possibility of physical damage to your property. Please move any heavy equipment/furniture (i.e. oven, stove, refrigerator, heavy sofas, etc.) prior to the cleaner’s arrival if you want them to clean the areas they occupy.
The client must provide a safe working environment at the premises for the cleaner(s) to perform the service. All cleaning equipment and materials provided by the client must be safe to operate.
No refund is given in these cases. We advise you to contact us before booking a cleaning if you are not sure about conditions of your premises.
6. BREAK TIMES AND LUNCH TIMES
According to the Employment Standards Act, 2000, all employees of EcoClean Maids are entitled to one 30 minutes meal break or two 15 minutes breaks when working 5 hours or more. One 15 minutes break time is allowed for any job between 3 and 5 hours. Time spent by an employee on a coffee break or other non-eating period break during which he or she is required to remain at the workplace is considered to be working time. If the employee chooses to leave the workplace during the coffee break or other type of break, it is not considered to be working time.
7. ARRIVAL TIME
Our cleaning teams are punctual and reliable. They will usually arrive to your home as scheduled. However, there are certain factors beyond our control such as traffic, lockouts, other clients adding services, cancellations, emergencies. Therefore, we provide a one hour arrival window to allow for these situations.
8. PETS
We take pride in being a pet-friendly service and take special care in making your pet feel comfortable during our cleaning process. However, we do need to make sure that the safety of our employees is addressed. If you have aggressive pets, please secure them during our service. Our employees reserve the right to refuse service of certain areas or the entire house if an animal in that area/home is considered dangerous. We do not clean animal feces, urine, vomit or other biohazards. This includes feline litter boxes and dog kennels.
9. ACCIDENTS, DAMAGE, THEFT
The client accepts and understands that breakage/damage or theft must be reported within 48 hours after your cleaning session, otherwise the claim will be invalid. Items of extreme value (monetary or sentimental) should be dusted or cleaned by the client. It is a client’s responsibility to secure or remove any fragile, delicate, breakable or valuable items, including cash, jewelry, works of art, antiques, documents, or items of sentimental value prior to the service. We cannot be responsible for breakage of items which are unstable or in an unstable environment. Key replacement/locksmith fees are paid only if keys are lost or miscoded.
10. TIPS
Tipping is not required but always appreciated by your cleaners. If you do choose to leave a tip, please make it clear that it is such. Our staff are not allowed to take any money that is not clearly marked as a tip.
11. WEATHER
EcoClean Maids will be closed for business when severe weather conditions prevent safe road travel. We will do our best to try to reschedule for another day.
12. NON-SOLICITATION OF EMPLOYEES
You, as a client, agree not to hire any present or past employee of EcoClean Maids for any home-related service outside of your agreement with EcoClean Maids for a period of six months from the last cleaning service received from EcoClean Maids. Otherwise, you will be liable for an employment referral fee of $3,000.00 per person. You agree to pay this fee whether you notify us of your action or we discover this employment independently. You further agree to reimburse us for any and all collection or legal fees we incur in collecting this fee.
13. 100% SATISFACTION GUARANTEE
If you are unsatisfied with the cleaning services provided to you by our cleaning teams, please contact us within 24 hours of your clean, and we will visit your home at our first available opportunity in 72 business hours to re-clean the problem area(s) free of charge. Complaints made more than 24 hours after the service was provided will not be covered.
If there are time restrictions set by the client (i.e. only allowing so many hours), we may not have enough time to finish all work as expected by the client. Time-restricted jobs are not covered under the EcoClean Maids Satisfaction Guarantee.
Communication is the key to successful relationship. If you have any complains or concerns regarding any part of service provided by EcoClean Maids, please address all issues to us as soon as they arise. We will stand behind our work and try to help alleviate any possible problems.