BOOKING & QUOTING:
S&S Cleaners Co. quoting and booking is designed to be accurate to provide the entirety of the chosen package as long as accurate sizing, room count and average condition of the space. Should inaccurate sizing or below average condition of the property be found – S&S Cleaners Co. reserves the right to contact you to request extra time to address the needs of the home. Should the extra time not be approved, S&S Cleaners Co. staff will do their best within the allocated time assigned to the home and you waive your satisfaction guarantee. All cleaning services booked with S&S Cleaners Co. have a time limit associated to the cleaning as we cannot foresee in what condition the property is in prior to our arrival ie grease, mold, mildew, grime, excessive dust, dirt etc. Additional time, if requested, is at an hourly rate determined between the client and S&S Cleaners Co. at time of request. You will not be charged without your approval, however if our attempts to reach you during an active service to report conditions or request extra time fails, we will have to stop the service at the max time allocated to the service.
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CANCELLATIONS:
For scheduled cleanings, S&S Cleaners Co. will assess a $50 cancellation fee if a cleaning service is cancelled or rescheduled within 48hrs of your scheduled cleaning. For same day cancellations, lockouts or rescheduling, or if we cannot gain access within 30 min of our arrival, we reserve the right to charge the greater of $50 or 50% of the total service fee.
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Reoccurring Service Cancelation:
Our cancelation policy applies to each visit. To cancel a reoccurring schedule prior to 4 or more completed visits, you will be charged the difference from your frequency rate to a one-time cleaning fee for prior visits.
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24HOUR SATISFACTION GUARANTEE:
If you’re not 100% satisfied with quality of cleaning of any of the serviced areas, and your home is as described (size, QTY of rooms, etc.) and in average condition and you advise the office within 24hrs of your service, S&S Cleaners Co. will send a cleaner back to address any areas in which we fell short within 3 days of your original scheduled cleaning.
Please note S&S Cleaners Co. cannot guarantee the removal of mold, mildew, grime, soap scum or pet odours – we are professionals and will do our best to tackle the areas. We are also not responsible for rejuvenation of caulking, grout, molding or carpeting.
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Due to the subjective nature of the cleaning industry, we do not offer refunds.
Post-reno, post construction and hourly work is not covered by this guarantee.
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DIRECT HIRING OF OUR CLEANERS:
S&S Cleaners Co. invests heavily in training and background screening to find quality cleaners. Hiring S&S Cleaners Co. current, Ex-worker(s) and/or accepting side propositions makes you liable for an employment referral fee of $5,000.00 if you directly employ (legally or cash basis) anyone currently or formerly employed by us within the 2 year period prior to such employment and or within 6 months of being contracted by S&S Cleaners Co. By using our service, you agree to notify us of any attempts to solicit or accept illegal business, otherwise; Attorney, Legal and miscellaneous expenses incurred to investigate and/or collect this fee will be added if this employment is discovered. Exchanging contact info with our cleaners is considered part of this breach.
Unless complying with all laws; direct, unreported or inappropriate employment practices are illegal. You acknowledge being informed that S&S Cleaners Co. is obligated to report illegal hiring activities. In fact, anyone may report this to the proper Government and Judicial authorities so investigation ensues. Implication, complicity or withholding knowledge of illegal activity is not only prosecutable by S&S Cleaners Co. when applicable), but also by Canadian Federal, provincial and Local Laws.
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CLEANER SAFETY:
S&S Cleaners Co. reserves the right to remove its cleaners from your home should the environment become unsafe, our cancellation policy will apply. To protect health and safety of our cleaners, they do not move anything heavier than 30 lbs. Should you require us to clean behind heavy furniture or appliances, please move them prior to our arrival to allow access to the target area.
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Should the home present health risks relating to viral, mold, bacteria and or infestation, we reserve the right to remove our staff from the home and cancellation policy will apply. This may apply if our staff enter a home and someone in the home is sick and or showing symptoms of illness and the staff do not feel comfortable. If you are unsure, please contact our office immediately.
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PETS:
We will gladly work around pets. If your pet becomes anxious or presents a safety concern, S&S Cleaners Co. reserves the right to remove its cleaners from your home. If an assigned cleaner leaves your home prior to completion, Maid4Condos will charge you a pro-rated expense based on the work performed. If removal of our cleaner is due to aggressive pets, our cancellation policy will apply. Please take measures necessary to ensure a safe environment for your pet and our cleaning personnel. S&S Cleaners Co. staff reserves the right to not clean pet feces, litter boxes or urine and cannot guarantee removal of such odours from the home.
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VALUABLES:
Please safely secure, valuables, heirlooms and collectibles prior to scheduled cleanings. Please advise of fragile items (and their suggested care) in special account instructions on your profile and or when booking your cleaning.
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KEY SECURITY:
For your safety we do not return keys by mail. We will return your key in person, to your concierge or where we were instructed to retrieve the key.
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S&S Cleaners Co. is not liable or responsible for any damages or loss of property as a result of unauthorized entry. For this reason, S&S Cleaners Co. cannot leave your property unlocked at the end of our service. Please ensure you make arrangements to enable us to leave your property locked and secured at the end of our service. Should you not be able to ensure the securing of your property, we waive all possible responsibility to S&S Cleaners Co. and its staff from damages, theft or otherwise.
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If leaving your key with concierge, please ensure to leave under S&S Cleaners Co. name. If keys are not made available at time of scheduled cleaning and we cannot gain access within 30min of our arrival – we will resort to our cancellation policy and/ or you may be charged for waiting time.
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ARRIVAL TIME:
S&S Cleaners Co. provides you with an estimated arrival time relative to the scheduled appointment requested to allow for factors beyond our control such as traffic conditions, lockouts, and customers adding services or cancellations. Leaving a key with your concierge or a convenient lockbox is the easiest way to provide us with access to your home if you cannot be there.
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LARGE AND HEAVY ITEMS:
For safety and liability reasons, S&S Cleaners Co. will not allow its Cleaning Professionals to lift or move heavy items or furniture weighing more than 30 lbs.
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DAMAGES:
S&S Cleaners Co. Cleaners promise to conduct themselves professionally in your home at all times. In the event of an accidental damage, notify our office within 48 hours of you service. We cannot guarantee reimbursement for any damages reported more than 48 hours after the end of the cleaning appointment. S&S Cleaners Co. requests that you are accessible to be contacted so that S&S Cleaners Co. or its representatives can assess and repair any damages.
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S&S Cleaners Co. reserves the right to contract suitable professionals to repair damages. S&S Cleaners Co. will make payment arrangements directly to its contractors to settle any damage and/ or repair.
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Our insurance policy provides a Comprehensive General Liability limit of $2,000,000.
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If your keys are lost or misplaced by us, or if a door becomes secured locking out, we will cover the cost of key replacement or locksmith up to $50.
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CAULKING AND GROUT:
S&S Cleaners Co. does not assume responsibility for the restoration of severely worn, stained or mildewed/ mold caulking and grout.
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Appliances:
For oven cleaning, the hood fan is not included. Nor is any other internal grate or component of the oven or fridge. Grease build up and or stains cannot be guaranteed removed, but we will do our best. Our staff will not move appliances if they dont feel comfortable move them. Should you wish to have them cleaned under and behind, please pull them out in advance of our staff arrival. This can be done when the oven or fridge or added to a package and can be done as long as they are in average condition and do not take excessive extra time which may come at addition charge
We do not clean inside the washer, dryer or dishwashers
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DISCOUNTS:
S&S Cleaners Co. reserves the right to alter or withdraw discounts and or account credits for use on future service at any time.
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PAYMENTS:
We accept the following forms of payment: Major Credit Cards (if you are a corporate or short term client – please contact us for payment terms). Payment is made in full to S&S Cleaners Co. at time of booking. If you would like to cancel and get a full refund, you must do so at least 48hs prior to your service date. Otherwise our cancellation policy applies.
Late Payment:
A finance charge of 2% per month (24% annually) will be charged on all past due balances. A $35 fee is applied to all NSF or declined checks.