Commercial Cleaning Service Agreement

Commercial Cleaning Service Agreement And Policy

Welcome To Queendom Cleaning

We know that working in your space is a privilege. Queendom Cleaning aims to be flexible, understanding, and accommodating, and we greatly appreciate the same from you. It is our mission to change the service industry by listening to our clients and acting on what we hear; everybody thrives in a relationship built on understanding and compromise

When you approve your quote from us or commence services (in such cases that perhaps a quote has not been signed), you agree to the policies listed below. This Service Agreement is subject to change without notice, and all clients are subject to the current version of these policies regardless of the start date of services.

Minimum Charge

Our minimum charge is $50. For emergency services we charge $50 minimum plus $12.50 for every
15 minute increment over 1 hour. We reserve the right to charge as we see fit for out of the ordinary
situations.

Securing A Booking

A credit card is required to secure your booking and will be held on file. Your credit card will not be charged unless we attempt to contact you for payment. If 30 days has passed since you were invoiced and we have not been able to contact you, we will charge the card on file.

Your credit card information is securely stored by Stripe. Please visit https://stripe.com/docs/security/ stripe for more information.

Waivers

If you ask us to move heavy furniture, we will ask you to sign a waiver

Cancellations

Single Service: 3 business days notice by phone or email. Less than 3 business days: 50% of service rate invoiced. One business day or less: 100% of service rate invoiced.

Total cancellation: We require 1 month/30 days notice to cancel recurring cleaning services.

Stat Holidays: We are closed and will contact you for rebooking or skipping.

Cancellations

Single Service: 3 business days notice by phone or email. Less than 3 business days: 50% of service rate invoiced. One business day or less: 100% of service rate invoiced.

Total cancellation: We require 1 month/30 days notice to cancel recurring cleaning services.

Stat Holidays: We are closed and will contact you for rebooking or skipping.

Lock Outs

We will invoice for the full amount of the service if we arrive to clean but cannot gain entry due to a lock out. If we are able to reschedule your service within the same week, your cancellation fee will be reduced to the time spent arriving to find the location inaccessible (whether by snow, ice, or lock out). This is charged at $50/hour in 15 minute increments

Travel Fees

Any locations outside of Spruce Grove or Stony Plain may be charged a small travel fee to cover the mileage to and from your location. This fee is $0.50 per kilometer from either our Stony Plain or our Spruce Grove office, whichever is closer to you! Our employees are paid for driving time and are reimbursed mileage for drives outside of Spruce and Stony.

Payments

We accept Electronic Money Transfers, cheques, e-transfers, and credit card payments.

If you are invoiced monthly: we invoice for all services each month on the last day of the month. We cannot send early invoices. Payment is required within 30 days of the invoice date.

Any client: may request a statement at any time, or you can access all of your payment and invoice history through your Client Hub link that is included in each invoice and receipt. Any invoices overdue by 30 calendar days or more will be pursued by MetCredit – a consumer debt collection agency, or by Queendom Cleaning in Provincial Civil Court. We prefer to work together to resolveanything that would result in this process.

Access

For safety reasons, please ensure all access routes to your location are safe and clear to pass including driveways and walkways. Snow must be removed and sand or salt placed on ice. Please remember that most of our team members drive cars without 4WD and must carry heavy, bulky equipment up to your door. If we are unable to safely access your home due to unplowed driveways, unshoveled or unsalted sidewalks, your service will be canceled and invoice as per our Cancellation Policy. If we are able to reschedule your service within the same week, your cancellation fee will be reduced to the time spent arriving to find the home inaccessible (whether by snow, ice, or lock out).

Your Schedule

We aim to schedule routine cleanings on the same time and day (eg. bi-weekly every second Tuesday at 12 pm). We may contact you to change this now and again so that we can assign the best suited cleaner to your location, or to adjust our scheduling to make it more efficient. We try to do this very infrequently!

Adding Extras

Appointment Arrival Times

We have a 1 hour arrival window. We always aim to be on time but many factors can affect this. 8 am appointments allow for a 15 minute arrival window unless road conditions are poor, we may arrive later.

Satisfaction

We offer a 24-hour service guarantee. If you are not satisfied with your service, please notify us within 24 hours or as soon as possible so a team member can return to rectify the issue. We do not offer refunds or discounts. We strive to complete all tasks to a high standard during each service, but we recognize that our team members are human and may occasionally miss a speck or two. If this is the case, please advise us so we can coach the team member prior to your next service. Please note that this does not apply to any services/appointments where the timing has been set by the client or reduced below our recommended time/quote, or landlord/tenant situations, at all. This also applies to move out situations where we are not able to gain access to rectify any issues within 2 business days of the service. If we are not able to return to fix something that was missed because the property is no longer in your possession, we cannot honor our guarantee and we do not offer refunds. If this is your scenario, you must be able to inspect the cleaning at the time of completion to ensure you are satisfied before our team leaves – we highly recommend booking move out services with some time to spare.

Valuables and Potential Damage

Please secure or safely stow precious items or valuables prior to your service. This will offer you peace of mind and eliminate potential accidents. Loose change on the floor may disappear in a vacuum, and small jewelry should be stored away from dusted or wiped areas so we can efficiently clean the area without fear of knocking something down a vent!

If we break or damage something, we will do our best to make it right. We limit our liability, at a maximum, to the total value of your cleaning service for ANY claims that may arise.

Any damages or concerns must be reported to our office within 24 hours, an email along with photographs of the issue must be emailed to info@queendomcleaning.com. We will work with you to determine a solution. If we do not receive supporting photos and/or email responses to any attempt to discuss any issue with you within 24 hours of our initial response, we reserve the right to waive the issue and will not provide any compensation or pursue the issue further.

Using Client Provided Tools and ProductsUsing Client Provided Tools and Products

We do not use client provided tools (vacuums mostly) unless a damage waiver is signed. This is because our staff are only trained in the proper use of our tools and equipment. It would be unwise to have multiple staff members using equipment they are not familiar with. If use of client equipment is agreed upon, we will not be held responsible for equipment failures, damages, or ANY damages resulting from the use of client provided tools, equipment, or cleaning products and your acceptance (signature) of the quote signifies your agreement to waive any liability to Queendom Cleaning for these instances.

Special Surfaces

If you have delicate or special surfaces in your location(such as bronze, untreated stone, unsealed wood floors), please let us know if you would like us to use our products or if you have acquired some specialty product for your surfaces. We use gentle products to significantly reduce the potential for damage, however, we must again note here that we do not accept liability for damage to surfaces from the products we use, as we require clients to disclose specialty surfaces and provide products for them. If nothing is noted or disclosed, we will be unaware.

Cleaning Staff Information

All of our team members are fully trained for a minimum of 2 weeks, depending on experience (often 3 weeks). After that we perform quality checks routinely. Our staff are bondable, insured, and covered by WCB and everybody provides a clear/negative criminal record check.

Products And Tools

We do not use client provided tools or cleaning products unless a damage waiver is signed. This is because our staff are only trained in the proper use of our tools, products, and equipment. It would be unwise to have multiple staff members using equipment they are not familiar with. If use of client equipment is agreed upon, we will not be held responsible for equipment failures, damages, or ANY damages resulting from the use of client provided tools, equipment, or cleaning products and your acceptance (signature) of the quote signifies your agreement to waive any liability to Queendom Cleaning for these instances.

Health Precautions

Any obvious bodily fluids etc. (both animal and human) will be strictly avoided. Locations with pest infestations, including mice, will be vacated immediately. This also includes excessive animal feces or urine. If unsanitary conditions or items are encountered, we reserve the right to immediately vacate the premises and will invoice accordingly.

Lifting, Climbing, And Ladders

Some activities may require a second person or management approval. A single cleaner cannot clean beyond arms reach on a one-step stool. If a team is present and a small step-ladder is provided, the ladder may be used. We do not clean outside. We do not push, pull, or lift heavy items or furniture at all. If you request furniture to be moved that cannot be lifted by one person, we will not be held liable for any damage caused by pushing or pulling furniture (eg. scratching floors) and a waiver will need to be signed. We recommend protecting the floor by using felt pads or similar, as you see fit. We do not clean television or computer screens (we dust them and wipe the frames).

We do not clean television or computer screens (we dust them and wipe the frames).

Heavy/Large Furniture

You must provide permission to move large furniture in writing (signing a waiver) and release us from any liability related to damages that could be caused by dragging heavy furniture. If you would like large/heavy furniture cleaned behind, please move the unit for our technicians. This includes stoves and fridges – they will only be moved if deemed safe to do so (we do not want to scratch the floor).

Photos for Marketing Purposes

From time to time, our team members make videos or take photos in the homes we clean. We will never take a photo of something personal or sensitive. The photos we take are used to showcase our work and will be posted on all social media channels. If you do not want photos or videos taken in your home, please let us know and we will honor your request.

Standard Flat-Rate Cleaning Exclusions And Limitations

Flat rate services are based on the assumption that the general usage of the space does not change. We still set a time limit for our technicians for this type of service. If we find we require more time than originally anticipated, we will update your rate so we can ensure we have the time to reach our standards of cleaning. All services are charged at a flat rate unless you have requested hourly cleaning and provided a priority list or have indicated that we may clean for as long as it takes. If we have not cleaned your location for longer than two months, your next service will be charged by the hour so we can spend the time needed to do a good job.

Hourly Cleaning Exclusions And Limitations

Our hourly cleaning rate is $50/hour per cleaner (2 cleaners is $100 per hour) as of February 1, 2023. Flat rates for routine cleaning (on-going services such as monthly and bi-weekly) are scheduled at a rate of $50/hour, though occasionally a flat rate cleaning service may take more or less time than regularly scheduled. We do not adjust rates if this is caused by the speed of the assigned employee. Initial, move in, move out, deep cleans, etc., are all estimated and charged by the hour. You will only pay for the time we clean

Thank you for choosing Queendom Cleaning. Your acceptance of your quote/estimate signifies your acceptance and understanding of this Service Agreement and willingness to comply with it. This agreement is subject to change without notice at any time, and the most recent version will always be available on our website.