POLICIES

2018 Rates

We charge by the job based on a regular cleaning schedule.. We will do an assessment of your home and give you a flat rate so you know exactly what you will be paying for every clean. We average the time we spend in your home over the course of many months. There are times when your home needs more work as opposed to times when it is fairly easy to do. 

 ONE TIME CLEANING, MOVE IN/OUT, CONSTRUCTION CLEANING

Our rate for one time cleaning is calculated at the rate of $55 per Man-Hour.


REGULAR CLEANING - MONTHLY, BI-WEEKLY, WEEKLY

Our regular cleaning rates are per job but based on hourly rate. We average the time it takes for each cleaning over long period of time. This will give you peace of mind knowing exactly how much each visit will cost you. The first cleaning usually takes longer than a normal cleaning and will cost more initially. Our rates for regular cleaning are: 

Residential Rates

Bi-weekly: Flat Rate assessed through home consultation.

Commercial/Vacation Rental Rates

Weekly: Flat Rate due to variables ie: laundry onsite or offsite and scheduling

 All rates are plus HST

 

POLICIES

 

Supplies

We bring our own supplies and tools because (1) we have tested our products to make sure they provide quality results, (2) our employees are trained in their proper use, and (3) to free you from having to keep track of what we need before your scheduled cleaning day.   If you would like us to use your cleaning product we ask that you call the office for pre-approval. Due to OSHA regulations we are required to have Safety Data Sheets for all chemicals our technicians use.

Ladders

We are unable to use client ladders or climb higher than two steps. Higher items will be dusted with an extension duster to the best of our ability. We can reach up to two-stories with our extension duster so we can get those higher ceiling fans, ceilings, lights, etc.

Moving Furniture

We will move “light” furniture but we do not move refrigerators, stoves, washers, dryers, etc. If you have them pulled out for us, we will definitely clean these areas for you. We will try to reach all visible places either by hand or with an extension duster.

Pets

Your pets are members of your family and we respect that. However, if your pet is afraid of vacuums, territorial or overly friendly and will not allow us to do our work, we may suggest that they be placed in areas that we are not working in. Our technicians are not trained to clean pet excrement, this includes cleaning of litter boxes and dog kennels.

Insects

Insect infestation can be a problem and may prevent us from cleaning your home. If an infestation of ants, termites, roaches, fleas, bed bugs, etc. is encountered, we will not clean until the problem has been rectified.


Alarm System

If your home has a security system, please inform us how you want to handle it. Security and safety of your home is a major concern at Clean Therapy, and our staff is sensitive to security and access procedures. Our policy is to lock the door while we are cleaning and to not allow access to unknown persons. Please do not rely on us to let in workmen during the time we are in your home unless pre-approved by the office.
Please note that it is not necessary for you to have to disarm your alarm systems the day of our cleaning. If you contact your alarm company they can assist you in programming a code that is unique to our company. It is common for clients with alarms to give us our own code. Our technicians are trained on how to disarm and re-arm alarms.

Safety

The safety of our employees is extremely important. To decrease the risk of injury to employees we are unable to move heavy objects, flip mattresses, etc. We are unable to clean up vomit, blood, or excrement. If an employee feels that their personal safety is in danger, and the employee must leave the job site, the client is still responsible for the full cost of the job.

Key Control Policy

Most of our clients provide us with keys to their home. Rest assured we take the utmost care in protecting both your key and your home. Keys are number coded and have no names or street addresses attached to them. All keys are immediately returned upon cessation of service.
If you decide not to issue a key to Clean Therapy, and no one will be home during the cleaning, you may choose to leave a door unlocked or place a spare key in a secured place for the technicians to gain access to your home. In this case, you release Clean Therapy of any liability that may arise from damages or theft to your home, as we cannot guarantee that we are the only ones who will have access to your home that day.

 
Injuries in Your Home

Our staff members are full and part-time employees and not “independent contractors.” All employees are covered by our Workers’ Compensation Insurance (WSIB). This covers the employee’s injuries and protects you.


Distractions

It is important for us to have access to every area of your home that we will be cleaning. In doing so, we need to work freely and without distractions. Excessive talking (beyond cleaning instructions) prevents us from being 100% focused.
Every effort is made to work safely and cautiously and we cannot assume liability for injury to others. We kindly ask that you, your children and pets remain out of the rooms that we are cleaning in order to prevent safety hazards (contact with cleaning products, tripping over buckets, caddies, vacuum cords, etc.).

Payment

Payment is due at the time of service.  A credit card must be on file and will be charged if payment is not received at the time of service.  Checks returned for NSF will be assessed $40. In this event your credit card will be charged for the cleaning plus the $40 NSF fee.  If we do not receive payment the day of your cleaning and your credit card is not authorized, we will charge $10 per invoice.  In the unfortunate event that we are unable to collect on past due payments, accounts will be forwarded to our collection agency.

Fees

Hourly fees are billed by labour hour, e.g., one cleaner for one hour = one labour hour; two cleaners for one hour = two labour hours.
We reserve the right to adjust our rates and policies at any time.
Law requires us to collect sales tax and this is in addition to our fees.

There will be a $20 fee for homes that are out of a 20km radius from our office.
Tips are always appreciated but not required. Feel free to add your tip to your payment or leave cash in marked envelope.


Scheduling

When we schedule your appointment we reserve a day and time for you and you alone. Our technicians depend on your job being there in order for them to make their salary. Cancellations cost them dearly. Just like you, they expect a consistent, steady income and if not received, they start looking for other employment. Accordingly, we have implemented the following policies:
 
Vacation Home, Last Minute Bookings or Cancellation Fee

We require vacation home bookings to be given to us within 4 business days.  If you have a last minute booking and this notice isn't given awe will not be able to guarantee your cleaning.  If we need to call in an extra team for your clean an extra fee of $80 will apply to your clean.


Cancellations are to be communicated to us 24hrs (1 full working day) in advance to avoid charges.  We have held your spot and turned down business so as not to interrupt your service.  Cancellations communicated less than 24hrs (1 full working day) prior to appointment will be charged half your scheduled cleaning fee.  Cancellations communicated less than 24 hours (1 full working day) will be charged the full price for your scheduled cleaning.

We ask you to stick to a strict check out and check in policy.  Check out is at 11am and checkin is 4pm.  This will help give us a window to clean your vacation home and to provide a superior service.  If these times are not adhered to, it will give us no choice but to cancel cleaning services as time adjustments set us back for the cleaning times and our other clients will not benefit from our services.

Lock Out/Turned Away Fee

If we arrive on our scheduled cleaning day and are turned away at the door or cannot get in, we will charge full price for your scheduled cleaning.

Skipped or Missed Cleaning Visits
Our charges are based on the type of visit you schedule. If you skip a cleaning and reschedule the same time, you will not be charged and cancellation fees.  If you cancel your cleaning and do not reschedule a cleaning at time of cancelation, you will be charged half the cleaning fee for that particular day.

Notify the Office


All cancellations must be made by phone, text, or emailing the office.

Solicitation of Staff


By using our services, you agree not to solicit for hire any staff member introduced to you by Clean Therapy for any home-related service. If you are found to have solicited one of our staff, please be advised that our referral fee is $5,000.

Damages


Accidents do happen. If we are responsible for damages to your home or items in your home, we will leave a note for you the day of the cleaning. We make every attempt to repair, replace or pay for any items that we have damaged.
We will not assume liability for pre-existing damages, scratches, dings in windows, paint, furniture, floors, walls, etc. or items not secured in a proper manner (e.g. heavy pictures hanging from thumb tacks, not anchored properly to walls). Items of monetary or sentimental value should be put away on the day of cleaning and/or cleaned by homeowner.
All surfaces (e.g. marble, granite, hardwood floors, etc.) are assumed to be sealed and ready to be cleaned without causing harm/damage when common cleaners are used.

Release of Liability


Should you decide you would like us to clean items of monetary or sentimental value (>$100) e.g., items within curio cabinets, etc., the following will apply: Client hereby releases Clean Therapy from all liability arising out of cleaning these item(s). Client understands that he/she is completely responsible for repairing or replacing any damaged item(s) even if Clean Therapy may have caused the need for repair or replacement.

Wear and Tear


The longer we live in our homes, the more wear and tear builds up in it. Baseboards, bottom of showers and tubs, mold/mildew, excessive water spots and soap scum on glass shower doors, worn flooring, grout, window tracks, etc. are all areas where wear and tear will impact results. These areas may take more than one cleaning to improve in appearance or may not come clean at all.

Holidays and Closings


Our office is closed and there will be no cleanings scheduled on the following holidays:

***If you need us to clean and schedule us on one of these holidays, you will be charged at a rate of time and a half.

***We do not work on days when there are severe snow storms.

New Year’s Day
Family Day
Easter Day
Victoria Day
Canada Day
Labour Day
Thanksgiving Day
Christmas Day
Boxing Day

 Arrival Time/Hours


Our hours of operation are from 9:00 a.m. to 5:00 p.m.  Our technicians arrive at our first house between 8:45 and 9:00, and the last house by 3:00 p.m.  Unless you are our first cleaning of the day, we are unable to guarantee an exact arrival time. However, we can provide you with an approximate window of our estimated arrival time if you call the office the day before your cleaning. Please allow us the flexibility of scheduling our arrival between 8:45 a.m. and 3:00 p.m. We will strive to meet your requested arrival time but we cannot guarantee it.
If you want to wait for us to arrive, please be home during the estimated window of time to let the cleaner(s) into your home. If no one is home or we are turned away for any reason a cancellation fee will be charged (see Cancellation Policy.)