Policies | Cleaning by Cass

Basic cleaning policies

Added Services : Our basic cleaning only covers what is outlined in the description under "services". If you and the cleaner have discussed and agreed upon other services that are not included in the description it will need to be written up in a contract and signed by the "Client" and the "Cleaner" during the walkthrough. Added services cannot be added without notice. We set aside a time slot to accommodate the cleaning you require and often do not have to time to facilitate as it would be pushing into the next clients time slot.
Payments for Services : Payment for services are due upon completion. Invoice may be sent out by the end of the day and next day payment is acceptable. Reminders will be sent out on the Saturday if no payment arrangement has been made. If no payment was made prior to your next appointment, all services will be held until payment has been made. Late payments may be subject to incur late payment fees.
No show/Cancelation/Lock outs : No show, lock outs or last minute cancelations (less the 24hrs) will have a cancellation fee. If we arrive and the door is locked we will reach out to notify you that the cleaner is unable to obtain access to the home. if we were able to reach you and have made arrangements to have the door unlocked you will be charged for the amount of time the cleaner waited and may even shorten the amount of time the cleaner spends cleaning as the cleaner may have clients afterwards and is not able to move their appointment. If we were unable to reach you in a timely manner (30 min max) you will be charged an hours worth of time plus the travel fee that is normally charged out.
Travel fee : Travel is billed out at $0.80per KM to the clients house from the cleaners home. We do not disclose where the cleaner resides but we do try out best to accommodate accordingly to ensure the travel fee is a less amount.
Client Illness : If you are ill and did not reach out to reschedule, you may be charged a cancelation fee. We want to ensure that our cleaners are cleaning in comfortable, healthy environments. If you are ill it also put the cleaner at risk of becoming ill and passing it to our other clients. We will gladly fit you into our closet available cleaning slot once you have recovered.
Cleaner Illness : We may need to cancel a cleaning due to the cleaner being ill. We want to ensure that we do not bring any sicknesses to our clients. You health is just as important as ours. If we have to cancel we will try and reschedule for our closet available time slot once the cleaner has recovered.
Cleaner and Client respect : We appreciate and expect a comfortable and harassment free environment for the cleaners when the arrive at your home. The cleaners are expected to treat the client with the same respect. If during the time of cleaning the cleaner states they are uncomfortable at any time we will reach out and try and resolve the matter. If the matter is resolved the cleaner will continue to clean. If for whatever reason we are not able to resolve the issue and the matter persists, the cleaner will then leave the home and not return as well as all further cleanings will be canceled. If the cleaner is disrespectful in any manner we would like the client to notify us with the issues where we would further investigate. If the matter is not resolved the cleaner will be replaced by a different cleaner.
Meet and greets and walkthroughs : All scheduled cleanings (weekly, bi-weekly or monthly) will need a walkthrough/meet and greet done prior to scheduling any cleaning. This ensures that the cleaner and yourself become aquatinted and we see and understand what you expected to have done during you cleans and we are able to give you the appropriate

Deep (heavy duty), New construction, Move in/out or One time cleaning policies

Moving furniture or appliance : If you request that we move any type of heavy appliances and/or furniture to clean under or behind, please know that there will be a contract that will be signed prior to cleaning. This ensure that you know that sometimes and at no fault of our own that things happen and sometimes floors get scratched or damaged. This is to ensure that we are not liable for the damages and that you understood that with this
type of request these things could happen as a result.
Scrapping of substances from floors : The removal of paint, drywall, sticky/tacky substances or any other marital from floors is only part of the new construction cleaning and only upon request. Just like the furniture and appliance moving, there could be damages to floors during removal and a contract will need to be signed prior to booking to ensure that the client understands that we are not held liable for any damages.
Rough estimates : Before booking these cleans we require a walkthrough for us to be able to give the client a rough idea of how long it may take the cleaners to clean as well as how many cleaners it may take to ensure that the clean is completed in one day. If a walkthrough is not possible the job will be quoted at a full (8hrs) day with a full staff (3 cleaners). A rough estimate may change once the cleaners have started cleaning. There are often times things are not spotted during walkthroughs and may be more difficult to clean up. Communication with the cleaners and the client will be had during the clean to ensure the clients understand that there maybe changes to the original estimate. This communication also allows the client to communicate whether or not the cleaners should continue with the problem areas or to move on to other areas.
Deposits : Prior to booking any of these cleans we will require a 50% deposit of the "rough estimate". Final payment will be required once the job is completed and the client has walkthrough with the cleaners.
Final walkthrough : After completion of the clean the cleaners will communicated when they are nearly finished the clean (roughly an hour) to ensure the client can arrive for the final walkthrough. The client will need to walkthrough the property with the cleaner to ensure that the clean is done to the clients expectations and that there are no issues. If anything should arise during the walkthrough the cleaners will ensure that they take care of the issues right away. If the cleaners have finished their clean and have to remain at the property for any amount of time to after they have communicated with the client, the client will be charge whatever amount of time the cleaners remained at the property waiting to do the final walkthrough. If a final walkthrough cannot be done, the cleaners will not be held responsible for anything being missed. The final walkthrough is to ensure that these thing do not happen.