Terms of Service
CLEANY recognizes that occasionally a client may need to cancel his or her cleaning appointment. If you need to cancel your appointment, please do it online from your account, call 778-996-6243or email [email protected].
We ask that cancellations are done latest by 5pm the day before your scheduled appointment. Insufficient cancellation notice will result in a 50% of the charge cancellation fee. Lack of cancellation notice will result in full charge.
Customer satisfaction policy
If you are not completely satisfied with the cleaning, please call us within 24 hours of the job completion. We will return to your house within 48 hours and re-clean all disputed areas. (Complaints reported later than 48 hours after completion of the appointment will not be honoured.)
Safety and health of our employees is very important to us. All of our employees are instructed not to touch/clean any areas or items they deem unsafe or unsanitary. For sanitary reasons we are not able to clean human or pet feces, urine, vomit or blood.
Our employees are very important to us, and we are determined to keep them safe, so they do not use tall ladders or move anything heavier than 50 lbs. These types of activities put our cleaners in danger of back injury or could even damage something in your home such as scratches on your wood floors.... If you would like us to clean behind appliances like a refrigerator, oven or furniture such as a sofa, please move it prior to the cleaning visit to allow access to the area.
Use of Pictures
During cleaning we may take ‘before’ and ‘after’ pictures of some or all areas we were asked to clean. Pictures will never be posted online or published in any other way. Pictures are used only for training purposes as well as internal documentation purposes.
If you wish to be present during the cleaning visit, please be advised that we provide arrival windows of about one hour. Many things can affect our schedules, such as cancellations, lockouts etc. If we happen to be running late to your appointment you will be contacted as soon as possible and provided with a new expected time of arrival.
Appointment time starts from the time the cleaning staff walks into your home or arrives into the lobby of your apartment or condominium building.
Appointment time ends when the cleaning staff exits your home, apartment or condominium unit. Time spent on walk-through, discussing requirements and/or providing instructions counts towards appointment time. To ensure efficient use of appointment time please provide your instructions during booking. To avoid wasting appointment time on waiting for the concierge sign in, parking permits, elevators etc, please meet our staff in the lobby and assist our staff in reaching your apartment or condominium unit in a timely manner.
A $40 fee will be assessed in the event that our cleaning associates arrive and are unable to access the premises. This fee is in place to cover expenses we incur for lost travel time and fuel.
If a Cleaner fails to attend the Premises within 1 hour of the Service Time and does not provide the requested Service, CLEANY will provide the Customer with either: a full refund of payments made by the Customer; or offer to reschedule the Service at another time mutually agreed between the Customer and CLEANY.
For your convenience, we accept cash, e-transfer and major credit cards. All payments are due in full upon completion of each appointment. CLEANY reserves the right to discontinue services for lack of payment. A late payment fee of 2% monthly will apply on overdue accounts. A $35 fee will be assessed for all cancelled or returned checks. All credit card payments will be charged a 3% service charge.
Since cleaning is a very personalized and subjective service, we cannot offer refunds to customers.
Although it's not necessary to tip our employees it is encouraged, and of course the best way to say job well done! You may include your tips with your payment and we will pass them along to the cleaners.
Non-Solicitation of Staff
As a client, you agree not to hire any present or past staff of CLEANY for any home-related service outside of your service purchases with CLEANY. If you hire our cleaning staff to work privately, you must pay $3000 to our company.