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Residential Policy

Your roll in the process

Before the cleaning technician’s arrival, please remove all items that may delay our cleaning service (i.e. children’s toys, loose papers etc.). This will maximize efficiency and minimize the time we spend cleaning your house. If you prefer that our cleaning technicians remove these items, we will add the additional billing time and charge you accordingly.

Payment for services

Payment for cleaning services is due in full at the time of service or within 14 days of your invoice date. Monthly payments must be paid in full, in advance on the first cleaning of each month. Any credits or funds owing will be deducted/added to next month’s billing cycle. Payments received after 30 days of your invoice date will result in a 5%/day late payment fee.  

*Bounced cheques will result in a $25 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 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 any time 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 cannot 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.

Referrals

Clients will receive a 20% discount on 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 show any illness symptoms, please be considerate of our other clients and us and call to reschedule your cleaning two weeks after symptoms are gone.

Safety

All cleaning technicians are prohibited from using ladders (a 3 step ladder is acceptable) and are instructed to wear clean “inside shoes” in your home.

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, as are cash tips.

Dignity

There will be NO tolerance for sexual, rude, or belittling behaviour toward any of our staff. Such behaviour 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 behaviour, please notify me immediately.

Broken Items

All staff of ALR Cleaning 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 to avoid unfortunate accidents that can occasionally happen.  It is the clients’ responsibility to place furniture pads under ALL furniture to avoid damage to flooring. (re)FRESH/ ALR cleaning will not be held responsible for any scratching or damage to floors at any time. Please let us know which items do not have protective padding to avoid damage.

Lost/Misplaced Items

(re)FRESH cleaning 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 cannot find something, please notify us immediately, and we will do our very best to help you locate the misplaced item.

All of (re)FRESH cleanings staff have had a mandatory criminal record check, as well as work and character reference checks.  Should you have speculations/proof of one of our staff members stealing, please notify the owner Amanda Roth at (250)509-0215 immediately.  This will result in an investigation, immediate police contact (if warranted), and the speedy dismissal of the employee.

Privacy and Confidentiality

We understand that your home is your haven. Thus we do not share our clients’ personal information, living conditions or intimacies with any other 3rd party. All employees of (re)FRESH have signed a confidentiality agreement to protect your privacy.

Extra Services

If you require extra services or additional cleaning on your scheduled cleaning day, please try to contact Amanda at least 48 hours in advance, and we will do our very best to accommodate the extra time needed at your home. 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 I 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 can work with little or no disturbance to your furry friends’ daily life. (re)FRESH 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 mould, will not be cleaned as we cannot safely dispose of them. If your pet has any behavioural issues, we ask that it be put in a room or crated for the duration of the clean.

Breach of Covenant

Clients of ALR Cleaning (re)FRESH will not solicit, employ or accept solicitation of employment by any employee or contractor of ALR cleaning for a period of 12 months following termination of this agreement without written approval by ALR cleaning. Our clients and staff’s relationship is 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 ALR Cleaning/ (re)FRESH client. 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. 

Termination of Service

Clients of ALR Cleaning must provide 30 days’ written notice before termination of service. Termination without 30 days’ written notice will still be billed for services unrendered for the duration of the month.