Cleaning Service Agreement
CLEANING SUPPLIES/ EQUIPMENT:
Prolific Cleaning provides environmentally-friendly P&G products and nearly all equipment required for cleaning your home, condo, apartment or office. You will need to provide a toilet brush, paper towel and running water. If you want high areas cleaned, you must provide a step stool. If you want carpets and rugs vacuumed, you must provide a vacuum (vacuum provided for move in/ out service) or add it to your cleaning as an extra. If you would like us to use specialty products (e.g., organic, stainless steel cleaner, easy off oven cleaner or other stronger/ specific products), please leave it out and include this request in your special account instructions. Please note our staff do not use bleach, javex or other extremely harsh chemicals for health & safety as well as the environment.
BOOKING & QUOTING:
Prolific Cleaning quoting and booking is designed to be accurate to provide the entirety of the chosen package as long as accurate sizing, room count and average condition of the space. Should inaccurate sizing or below average condition of the property be found – Prolific Cleaning reserves the right to contact you to request extra time to address the needs of the home. Should the extra time not be approved, Prolific Cleaning staff will do their best within the allocated time assigned to the home and you waive your satisfaction guarantee. All cleaning services booked with Prolific Cleaning have a time limit associated to the cleaning as we cannot foresee in what condition the property is in prior to our arrival ie grease, mold, mildew, grime, excessive dust, dirt etc. Additional time, if requested, is at an hourly rate determined between the client and Prolific Cleaning at time of request. You will not be charged without your approval, however if our attempts to reach you during an active service to report conditions or request extra time fails, we will have to stop the service at the max time allocated to the service.
For scheduled cleanings, Prolific Cleaning will assess a $50 cancellation fee if a cleaning service is cancelled or rescheduled within 48hrs of your scheduled cleaning. For same day cancellations, lockouts or rescheduling, or if we cannot gain access within 30 min of our arrival, we reserve the right to charge the greater of $50 or 50% of the total service fee.
Reoccurring Service Cancelation: Our cancelation policy applies to each visit. To cancel a reoccurring schedule prior to 4 or more completed visits, you will be charged the difference from your frequency rate to a one-time cleaning fee for prior visits.
24HOUR SATISFACTION GUARANTEE:
If you’re not 100% satisfied with quality of cleaning of any of the serviced areas, and your home is as described (size, QTY of rooms, etc.) and in average condition and you advise the office within 24hrs of your service, Prolific Cleaning will send a cleaner back to address any areas in which we fell short within 3 days of your original scheduled cleaning.
Please note Prolific Cleaning cannot guarantee the removal of mold, mildew, grime, soap scum or pet odours – we are professionals and will do our best to tackle the areas. We are also not responsible for rejuvenation of caulking, grout, molding or carpeting.
Due to the subjective nature of the cleaning industry, we do not offer refunds.
Gift Certificates are non-refundable and cannot be exchanged for cash or credit.
Post-reno, post construction and hourly work is not covered by this guarantee.
Please email us at email@example.com or give us a call at 647-286-9391, and we will address your concerns in a timely and professional manner.
DIRECT HIRING OF OUR CLEANERS:
Prolific Cleaning invests heavily in training via MasterClass Certification and background screening to find quality cleaners. Hiring Prolific Cleaning current, Ex-worker(s) and/or accepting side propositions makes you liable for an employment referral fee of $5,000.00 if you directly employ (legally or cash basis) anyone currently or formerly employed by us within the 2 year period prior to such employment and or within 6 months of being contracted by Prolific Cleaning. By using our service, you agree to notify us of any attempts to solicit or accept illegal business, otherwise; Attorney, Legal and miscellaneous expenses incurred to investigate and/or collect this fee will be added if this employment is discovered. Exchanging contact info with our cleaners is considered part of this breach.
Unless complying with all laws; direct, unreported or inappropriate employment practices are illegal. You acknowledge being informed that Prolific Cleaning is obligated to report illegal hiring activities. In fact, anyone may report this to the proper Government and Judicial authorities so investigation ensues. Implication, complicity or withholding knowledge of illegal activity is not only prosecutable by Prolific Cleaning (when applicable), but also by Canadian Federal, provincial and Local Laws.
Prolific Cleaning reserves the right to remove its cleaners from your home should the environment become unsafe, our cancellation policy will apply. To protect health and safety of our cleaners, they do not move anything heavier than 30 lbs. Should you require us to clean behind heavy furniture or appliances, please move them prior to our arrival to allow access to the target area.
Should the home present health risks relating to viral, mold, bacteria and or infestation, we reserve the right to remove our staff from the home and cancellation policy will apply. This may apply if our staff enter a home and someone in the home is sick and or showing symptoms of illness and the staff do not feel comfortable. If you are unsure, please contact our office immediately.
We will gladly work around pets. If your pet becomes anxious or presents a safety concern, Prolific Cleaning reserves the right to remove its cleaners from your home. If an assigned cleaner leaves your home prior to completion, Prolific Cleaning will charge you a pro-rated expense based on the work performed. If removal of our cleaner is due to aggressive pets, our cancellation policy will apply. Please take measures necessary to ensure a safe environment for your pet and our cleaning personnel. Prolific Cleaning staff reserves the right to not clean pet feces, litter boxes or urine and cannot guarantee removal of such odours from the home.
Please safely secure, valuables, heirlooms and collectibles prior to scheduled cleanings. Please advise of fragile items (and their suggested care) in special account instructions on your profile and or when booking your cleaning.
For your safety we do not return keys by mail. We will return your key in person, to your concierge or where we were instructed to retrieve the key.
Prolific Cleaning is not liable or responsible for any damages or loss of property as a result of unauthorized entry. For this reason, Prolific Cleaning cannot leave your property unlocked at the end of our service. Please ensure you make arrangements to enable us to leave your property locked and secured at the end of our service. Should you not be able to ensure the securing of your property, we waive all possible responsibility to Prolific Cleaning and its staff from damages, theft or otherwise.
If leaving your key with concierge, please ensure to leave under Prolific Cleaning name. Our professional cleaners all have badge ID’s to sign out the keys and can return them to concierge. Please ensure your building allows this as we are not liable for any loss or otherwise from the misuse of keys. If keys are not made available at time of scheduled cleaning and we cannot gain access within 30min of our arrival – we will resort to our cancellation policy and/ or you may be charged for waiting time.
Prolific Cleaning provides you with an estimated arrival time relative to the scheduled appointment requested to allow for factors beyond our control such as traffic conditions, lockouts, and customers adding services or cancellations. Leaving a key with your concierge or a convenient lockbox is the easiest way to provide us with access to your home if you cannot be there.
LARGE AND HEAVY ITEMS:
For safety and liability reasons, Prolific Cleaning will not allow its Cleaning Professionals to lift or move heavy items or furniture weighing more than 30lbs.
Prolific Cleaning Cleaners promise to conduct themselves professionally in your home at all times. In the event of an accidental damage, notify our office within 48 hours of you service. We cannot guarantee reimbursement for any damages reported more than 48 hours after the end of the cleaning appointment. Prolific Cleaning requests that you are accessible to be contacted so that Prolific Cleaning or its representatives can assess and repair any damages.
Prolific Cleaning reserves the right to contract suitable professionals to repair damages. Prolific Cleaning will make payment arrangements directly to its contractors to settle any damage and/ or repair.
Our insurance policy provides a Comprehensive General Liability limit of $2,000,000.
If your keys are lost or misplaced by us, or if a door becomes secured locking out, we will cover the cost of key replacement or locksmith up to $50.
CAULKING AND GROUT:
Prolific Cleaning does not assume responsibility for the restoration of severely worn, stained or mildewed/ mold caulking and grout.
For oven cleaning, the hood fan is not included. Nor is any other internal grate or component of the oven or fridge. Grease build up and or stains cannot be guaranteed removed, but we will do our best. Our staff will not move appliances if they don’t feel comfortable move them. Ofd you wish to have them cleaned under and behind, please pull them out in advance of our staff arrival. This can be done when the oven or fridge or added to a package and can be done as long as they are in average condition and do not take excessive extra time which may come at addition charge
We do not clean inside the washer, dryer or dishwashers
Prolific Cleaning reserves the right to alter or withdraw discounts and or account credits for use on future service at any time.
Website – we accept the following forms of payment: Major Credit Cards (if you are a corporate or short term client – please contact us for payment terms). Payment is made in full to Prolific Cleaning at time of booking. If you would like to cancel and get a full refund, you must do so at least 48hrs prior to your service date. Otherwise our cancellation policy applies.
A finance charge of 2% per month (24% annually) will be charged on all past due balances. A $35 fee is applied to all NSF or declined checks.