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Residential Policy

(re)FRESH Cleaning Policies/ Terms

Thank you for choosing Refresh Eco Cleaning Inc cleaning! We value your home and appreciate your business. For both the protection of our clients and our company please read the following Policies and Terms.

Cleaning supplies and equipment are supplied by Refresh Eco Cleaning Inc. We prefer that you provide your own vacuum cleaner in good working and well maintained order. If you are unable to provide one we are happy to use ours. Please note we have a minimum $80 charge for service; our hourly rate for “maintenance cleans” is $40 for weekly/biweekly/monthly clients. One time, occasional, deep clean or vacation rentals are at a rate of $50/hr, move in/out cleans and post construction cleans are at a rate of $60/hr. Vacation rentals where we come weekly are at a rate of $40/hr when booked in advance and run for three consecutive months minimum. We have a $1.75/km travel fee one way outside Nelson city limits.

Our office and normal working hours are Monday – Friday from 9:00am -5:00pm excluding statutory holidays.

Our Services

Maintenance Clean: Basic surface clean of bathrooms, kitchen, high and low dusting, and floors vacuumed and mopped. We only clean baseboards at front entry and bathrooms. Any spots on walls smaller than a dime we do not clean and reserve this for deep cleans, as are baseboards and trim. Heavily cluttered areas will not be moved, but rather worked around.

Deep Clean: all listed areas in “maintenance clean” plus all baseboards, trim around windows and doors, all spots on walls.

Move out/in clean: All of the above for deep clean plus all closets, drawers, cupboards, fridge, freezer and oven interiors.

Post construction clean: all of the above for move in/out clean plus washing floor to ceiling walls for drywall dust removal.

Your roll in the process

Prior to the cleaning technician’s arrival, please remove all items that may delay our cleaning service (i.e. dishes, children’s toys, loose papers etc.). This will maximize efficiency and minimize the time we spend to clean your house. If you prefer that our cleaning technicians tidy these items, we will add the additional billing time and charge you accordingly. Your estimate during our initial consultation can vary based on the above factors. Time needed to clean may also change based on how your home changes, ie: if renovations, pets, children or furniture/appliances and toys have been added to the home. Upon request we can notify you if more time will be needed on certain days.

If there are any rooms you do not want us to clean please keep the door to that room/area closed. Our staff have been trained not enter rooms with closed doors so please remember to open them on cleaning days!

Payment for Services

Payment for cleaning services is due in full at time of service or within 30 days of your invoice date. Any credits or funds owing will be deducted/added to next months billing cycle. Payments received after 30 days of your invoice date will result in a 5%/month late payment fee.  We accept payment in the following forms:

  • Cash
  • Personal Check: Please make checks payable to Refresh Eco Cleaning Inc.
  • Interac etransfer sent to: refreshcleaningco@gmail.com

**It is essential that you put the invoice number that you are paying for in the “message box” which is displayed at the end of the transaction. This helps us keep track of which payment is applied to which invoice.

**Bounced cheques will result in a $50 reprocessing fee

Cancellations

If you need to cancel or reschedule your cleaning service, please provide at least 24 hours notice for all cancelled appointments. Once we take a reservation, we hold that time slot open for you and may turn away other potential customers in order to ensure your timeframe. Cancellations with less than 24 hours notice will be charged fifty percent (50%) of the bill due for the time reserved ( in the event of sudden illness you will not be penalized). In the event of a “no show” (we arrive and no one is home and we are locked out), you will be billed the full amount of the time booked to compensate our employee’s pay. This charge will be added to your next bill. You may permanently terminate service at anytime with 30 days notice.

****Please note we are closed on all statutory holidays. If you need to reschedule before your next cleaning appointment we will do our very best to accommodate you however we can not guarantee availability.

Refunds

Since cleaning is a very personalized and subjective service, we do not offer refunds to customers. However, we want you to be 100% satisfied, which is why we offer a 24 hour guarantee. If you are dissatisfied with your cleaning service for any reason, please contact us within 24 hours of your cleaning and we will return to re-clean the area/areas you are dissatisfied with at no additional cost to you.ReferralsClients will receive a 20% discount to their next cleaning service for referring each new customer to (re)Fresh. This discount becomes effective after the referred customer’s first cleaning.

Illness

If you or anyone in your family contracts or is showing symptoms of any contagious illness, you must cancel and we will return once all symptoms have completely resolved and everyone in the home is well. We hold the same policy for our staff and appreciate your understanding should we need to cancel service on occasion in light of the Covid era. If we arrive and there is a contagious illness in the household, we will not continue service at that time and you will be billed for the full duration of your scheduled clean.

Safety 

All cleaning technicians are prohibited from using ladders (step ladders are acceptable), and are instructed to wear clean “inside shoes” in your home.

Refresh Eco Cleaning Inc Staff are prohibited from using chemical synthetic cleaners. Please do not ask our staff to use such items. You may provide us with a natural eco friendly cleaner of your choice.

Alcohol offerings are strictly prohibited, please do NOT offer your cleaner any alcoholic beverages during or after their shift. Everyone has a different tolerance level and we want our staff to drive safely to their next destination. A sealed bottle of wine etc as a gift is acceptable.

In winter conditions, we may need to cancel or reschedule your service if roads are unsafe to commute, we thank you for your patience and understanding.

Due to the highly physical nature of this work, some staff may not be able to wear masks in the home. We ask that if clients have any issues with this, to please vacate the home for the duration of the clean, or keep distance by confining to a certain room or area of the home while we are working.

Refresh Eco Cleaning staff will not be responsible to move sofas, ovens, refrigerators, beds etc. If you have an item that the vacuum does not fit under it is up to you to please move these items if you want us to clean under them. We will do our best to sweep under these items with your broom if and when possible.

Dignity

There will be NO tolerance for sexual, rude, or belittling behavior toward any of our staff. Such behavior will result in immediate termination of your contract and, when warranted, a complaint will be filed with the police. If an employee displays any such behavior please notify me immediately.

Broken Items

All staff of Refresh Eco Cleaning Inc use great care when cleaning your home. If you have any irreplaceable, collectable or expensive objects, we ask that these items be secured or put away in order to avoid unfortunate accidents which can occasionally happen. It is the clients’ responsibility to place furniture pads under ALL furniture as to avoid damage to flooring. (re)FRESH Eco Cleaning Inc and its employees will not be held responsible for any scratching or damage of any kind to floors at any time. Please let us know which items do not have protective padding as to avoid damage.

Lost/Misplaced Items

Refresh Eco Cleaning Inc employees have been instructed not to throw away or move any items from their original location. Loose papers will be placed in a pile, coins/money (from sofas etc.) placed in a noticeable location and all furnishings are put back exactly as they were originally placed. If you are unable to find something please notify us immediately and we will do our very best to help you locate the misplaced item.

Security

All of Refresh Eco Cleaning Inc staff have had a mandatory criminal record check, as well as work and character reference checks to ensure complete security of your home. We only hire the most integral people to join our team and are extremely strict about this. We chose quality over quantity!

Privacy and Confidentiality

We understand that your home is your haven. Thus we do not share any of our clients’ personal information, living conditions or intimacies with any other third party. All employees of refresh have signed a confidentiality agreement to protect your privacy.

Extra Services/Changes to service

If you require extra services or additional cleaning on your scheduled cleaning day, please try to contact us at least 48 hours in advance and we will do our very best to accommodate the extra time needed at your home and we can give you a quote for the additional services. Any permanent changes to scheduling, product use or tasks to be performed, must be made strictly through Amanda, not your cleaner, so she can update our records and avoid any possible confusion or discrepancies.

Pets

All of our cleaning technicians are pre-screened to ensure there are no allergies or dislikes. We are able to work with little or no disturbance to your furry friends’ daily life. Refresh Eco Cleaning Inc cleaning technicians are not responsible for cleaning any animal urine, feces or vomit. Should we come upon any, we will inform you or someone in your home. Mouse droppings, bed bugs or mold will not be cleaned as we are not equipped to safely dispose of it. If your pet has any behavioral issues, we ask that it be kept in a room, crated or removed from the home for the duration of your clean.

Breach of Covenant

Clients of Refresh Eco Cleaning Inc will not solicit, employ or accept solicitation of employment by any employee or contractor of Refresh Eco Cleaning Inc for a period of 12 months following termination of this agreement, and without written approval by Refresh Eco Cleaning Inc. The relationship between our clients and staff are to be strictly cleaning related with no contact outside of your scheduled cleaning days. Employees are strictly prohibited from giving out their personal phone numbers to any client of Refresh Eco Cleaning Inc. Please Contact Amanda Roth with any questions or changes to scheduling and not with your cleaner as they are not responsible for and do not have access to our scheduling software.

I, the undersigned, have read the above. I understand and agree to all of the above policies and terms.