We have some Customer Policies we would like to share with you, please read through and if you have any questions please contact us.
Privacy and Confidentiality
Honest Cleaning and Services and its team members will not share your personal information with anyone.
Ninety percent of our clients leave a key to their home with us and we take extreme measures to protect each key and your home. No identifying information is ever put on any key. If we were to misplace your key, we would pay to have your home re-keyed. A document will be provided to you indicating that we are in possession of your key. All keys are immediately returned upon termination of service. However, for your safety, we do not return keys by mail. Please note that photo id is required before a key will be released. If you decide not to issue a key to Honest Cleaning and Services, and no one will be home during the cleaning, you may choose to leave a door unlocked or place a spare key in a secured place for the cleaners to gain access to your home. In this case, you release Honest Cleaning and Services of any liability that may arise from any damages or theft to your home as we cannot guarantee that we are the only ones who will have access to your home that day.
If your home has a security system, please inform us how you want to handle it. Please note that it is not necessary for you to have to disarm your alarm systems the day of our cleaning. If you contact your alarm company they can assist you in programming a code that is unique to our company. Security and safety of your home is a major concern at Honest Cleaning and Services, and our team members are sensitive to security and access procedures. Our policy is to lock the door while we are cleaning and to not allow access to unknown persons. Please do not rely on us to let in workmen during the time we are in your home.
Your pets are members of your family and we respect that. However, if your pet is afraid of vacuums, is territorial or rough and will not allow us to do our work, we may suggest that they be placed in areas that we are not working in to ensure their safety and ours.
Our hours of operation are from 7:00am to 7:00pm. Unless you are our first cleaning of the day, we are unable to guarantee an exact arrival time. However, we can provide you with a 1-2 hour window of our estimated arrival time. Many things can affect our schedules, such as cancellations, lockouts, weather conditions or customers adding services or longer than planned move out cleanings. However, we will strive to meet your cleaning needs with respect to arrival times. Leaving a key with us is the most efficient way to provide us with access to your home. If you want to wait for us to arrive we respectfully request that you are home during the estimated window of time to let your cleaners in. If no one is home or we are turned away for any reason, a cancellation fee will be charged (see Cancellation Policy).
Your appointment time is reserved just for you. A late cancellation or re-scheduled missed visit leaves a space in our day that could have been filled by another client. As such, we require 48 hours notice for any cancellations or changes to your appointment. Clients who provide less than 48 hours notice, or miss their appointment, will be charged a cancellation/ rescheduling fee of $45
If for some reason our cleaners arrive at your space and are unable to enter and perform their work then you will be charged a fee of $45 to compensate for our cleaner’s time and travel.
All Honest Cleaning and Services team members are required to wear their ‘indoor’ shoes while they are in your home. This is a WCB regulation to help ensure that our employees are kept safe at the work place & to prevent any falls, and/or injures. We will also wear socks and shoe covers to protect your flooring.
We will not bring bleach into a home to use as a cleaning product. If you request us to use bleach supplied by you, please be aware that we will not be responsible for any damage caused by bleach. It is our preference to not use this product.
Our team members are very important to us, and we are very serious about keeping them safe, so they do not climb higher than a 2-step ladder, move anything heavier than 35 lbs, or clean up vomit, blood, urine or excrement. These types of activities put our team members at risk of an injury or infection. We are also unable to wash exterior windows or clean carpets; however, we can gladly refer you to a professional. If you would like us to clean behind appliances like a refrigerator, oven or large sofa, please move it prior to the cleaning to allow access to the desired area. If a team member feels that their personal safety is in danger (someone in the home is intoxicated, vicious animal not contained, exposure to drugs etc.), and the cleaner leaves the job site, the client is still responsible for the full cost of the job. We will attempt to reach you by phone if this situation should arise.
Insect infestation can be a problem and may prevent us from completely cleaning your home. If an infestation of ants, termites, roaches, fleas, etc., are encountered, we will not clean or vacuum the area. Please do not expect us to clean up dead insects that you’ve sprayed (i.e. ants, etc.). We will leave you a note or call you regarding the problem.
It is important for us to have access to every area of your home that we will be cleaning. In doing so, we need to work freely and without distractions. Excessive visiting with your cleaner (beyond cleaning instructions) prevents them from being 100% focused. Every effort is made to work safely and cautiously and we cannot assume liability for injury to others. In order to prevent safety hazards (tripping over buckets, caddies, vacuum cords, etc.), we kindly ask that you, your children and pets remain out of the rooms that we are cleaning. You may return once we are finished.
For our protection and yours, in the unlikely event that you have firearms we ask that they be stored and locked away prior to our cleaning your home. We will not clean any rooms in which a firearm is visibly present.
Wear & Tear
The longer we live in our homes, the more wear and tear builds up in it. Baseboards, bottom of showers and tubs, mold/mildew, excessive water spots and soap scum on glass shower doors, worn flooring (wood floors may need to be refinished) grout lines, window tracks, etc. are all areas where wear and tear will have an outcome on the final look of the cleaning. These areas may take more than one cleaning to improve in appearance or may not come clean at all. While we do offer to dust your blinds, excessive build up on blinds and shutters may require an additional separate visit for only blind cleaning. We cannot be held liable for blinds/shutters, etc. that do not come 100% clean.
Accidents do happen. If we are responsible for damages to your home or items in your home, we will leave a note for you and place a follow up call. We make every attempt to repair, replace or pay for any items that we have damaged. We will assume no liability for items not secured in a proper manner (example: heavy pictures hanging from thumb tacks, not anchored properly to walls, etc., pre-existing damages, scratches, dings in windows, paint, furniture, floors, walls, etc. Items of monetary or sentimental value should be put away on the day of cleaning and/or cleaned by home owner. All surfaces (i.e.: Marble, Granite, hardwood floors, etc) are assumed to be sealed and ready to be cleaned without causing harm/damage when common cleaners are used.
Release of Liability
Should you decide you would like us to clean items of monetary or sentimental value, items within cabinets etc., the following will apply: Client hereby releases HCAS from all liability arising out of cleaning these item(s), and the client understands that he/she is completely responsible for repairing or replacing any damaged item(s), even if an employee of HCAS may have caused the need for repair or replacement.
Billing & Payments
For your convenience, HCAS accepts the following forms of payment: Cash, Cheque, Etransfer and/or Gift Certificates. Payment is due at the time of service or upon receiving an invoice. We have a “No Payment/ No Clean” policy and we may not clean your home if payment is not present or you are behind on payments. First time & one-time cleaning may require pre-payment. If leaving cash or a cheque, please leave payment on the kitchen counter inside an envelope clearly marked for HCAS’. Cheques should be made payable to: HCAS Accounts that remain outstanding for 30 days will be charged interest at a rate of 5%. If a cheque is returned for NSF, there will be an additional charge of $40.00 and services will be suspended until full payment has been received. Repeatedly not making payment may result in termination of our services.
Gift Certificates are available in any amount. Please call or email the office for more information.
In the unfortunate event that we are unable to collect on past due payments, accounts will be forwarded to the local credit bureau.
HCAS never requires tipping, but it is a powerful way to say thank you to your cleaners. Remember your appreciation need not be monetary. A personal note from you expressing your appreciation for their service can mean a great deal. If you would like to leave a tip for your cleaners, please directly note the amount for the cleaners or give them cash directly.
24 Hour Guarantee and Refunds
We want you to be 100% satisfied! If at any time there is a legitimate concern in regards to your cleaning, you must call our office within 24 hours of the cleaning. Though we do not offer refunds, if we are contacted within 24 hours we will gladly return to re-clean the area(s) of concern or provide a discounted cleaning. Please note: there are no refunds for gift certificate purchases.
We want to earn a PERFECT 10 in quality and client satisfaction. With that in mind, you will receive calls or emails after some of your cleanings. Please let us know how we performed. Constructive criticism and open communication is very valued. We want to ensure you have the best experience with us.
There is no better advertisement than a satisfied client! That is why we have created our Client Referral Program. Referring your friends and family is a huge compliment to us, so to show our appreciation you will receive one hour of free cleaning for each referral you send our way. (Value of $40) How it works: Once the referred service has been completed and paid for, you will see one hour of FREE cleaning reflected on your next invoice. The more people you refer to HCAS, the more money you will save!
Soliciting our employees
By using our services, you agree not to solicit for hire any staff member introduced to you by HCAS for any home-related services. If you are found to have solicited one of our employees, please be advised that our referral training fee is $4000
We reserve the right to adjust our rates and policies at any time.