Serving Vancouver, Richmond, Burnaby, Delta, North Vancouver, West Vancouver, Bowen Island and Whistler

Service Terms

To ensure your service runs at utmost smoothness, with our team being punctual, efficient, and well prepared, we have developed some key terms to operate by.

There is no term to this agreement between the client or Cleaning With Love. You may cancel your cleaning service at any time. Cleaning With Love also reserves the right to cancel the service provided at any time.

We strive to provide the most professional cleaning service. All team members are insured and have been thoroughly trained in the proper use of all products and equipment.

CONDUCT: Please respect workers. Canada has a severe shorter of quality labourers. Our team members are human beings just like you, and they respond better to kindness. Our team members will be respectful and will not smoke, eat or drink, while in your home, nor do they watch TV. Their only purpose while in your home is to clean. If your job takes a full day, then please prepare an eating space for the team to take their lunch break.

SAFETY, HEALTH & WORK CONDITIONS: As your property is our worksite, BC work standards requires you to provide team members a reasonably safe and comfortable space to work (eg. heating in the winter, lights, washroom with hand soap and toilet paper.). You must have a hot water source for us to clean properly. If you live in a high-rise building, your elevator should be working for us to transport cleaning supplies. As we do not work at your property everyday, we are less familiar with our work surroundings. Please do not leave tripping hazards for us. Please put away sharp objects. Before we come, please pickup clothing/garbage off the floor (as we do not decide what is or is not garbage.) Please wear a face mask if you need to meet our team onsite. Please be considerate to open your windows for airing before our arrival….

OFFICE HOURS: Our office is open Monday through Friday 9:00am to 4:00pm, closed Stat Holidays and Weekends. After hours, a voicemail can be left and we will return it on the next business day.

HOLIDAYS: The only holidays observed by our company are New Year’s Day, Christmas Day. Regular cleaning services will be offered all other holidays. Should your regular cleaning fall on these days, our office will contact you approximately 2 weeks prior to the holiday to reschedule your cleaning. If you wish to reschedule a cleaning that falls on another holiday throughout the year, please call the office at least 2 business days in advance to avoid a late cancellation fee.

ARRIVAL TIME: Cleanings are scheduled in an order that requires the least amount of drive time for each team. This means the exact time of your cleaning may differ each time. If you require an AM or PM schedule we will make every effort to accommodate your request however no times are guaranteed.

BILLING POLICY: 

  • Net Term: Payment is due in full upon completion of cleaning.
  • Deposit: 50% deposit is required for one time / sporadic bookings. (It is fully refundable when you cancel 48 hours or more before your booking.)
  • Credit Cards: When you provide us your credit card information, you allow us to process your account balance upon completion of service. Your card information is securely stored on an encrypted server.
  • Refunds: Since cleaning is a very personalized and subjective service, we do not offer refunds/discounts to clients. If you are not happy with any items on our scope, we will come back and re‐clean free of charge.
  • Bounced checks: Checks returned for non‐payment, (insufficient funds, closed account, etc.) will be charged a $45 bank NSF fee in addition to making good on the payment for services.

LATE CANCELLATION FEE (INCLUDES COVID-RELATED CANCELLATION): If it is necessary for you to re-schedule, cancel or skip your cleaning booking, we require minimum 48 hours (2 calendar days) notice by email to [email protected] (no voicemails or texts). A late Cancellation fee of 50% of your Work Order will be charged otherwise. This fee applies to all situations including elevator locks, power outages, COVID-19 symptoms, illness and family emergencies.

LOCKOUT FEE: Rare instances happen where the team arrives on time but waits for the client to open. (Sometimes clients need to handle emergencies or simply forget, sleep in or are delayed in a meeting…) You agree to be charged a lock out fee for the waiting period before you open the door. This is calculated by number of team members x waiting time x your man-hour rate.

When you skip on short notice or lock out the team, employees must still be paid under the BC employment act. It also delays other clients in our schedule, affects client satisfaction and team morale. Life brings surprises. To avoid lockouts, we offer secure storage of your key at our office. Your cleaning angel picks up your key before each shift, and returns it to lockbox after each service.

TIPPING: Tips are appreciated by your cleaning team but not required. A recommended tip is 10-15% of your total cleaning fee. Cash tips are preferred. Credit card tips can be requested via email to [email protected] Unless you request otherwise, tips are divided evenly among team members.

CLEANING FEE INCREASES: You understand our rates may increase due to rise in annual inflation, global supply chain shortages, BC labour shortages, annual employee raises…

SUPPLIES:

  • We provide all cleaning equipment/supplies, including a HEPA filter vacuum cleaner, commercial flat-head microfibre mop, colour-coded cleaning towels, cleaning solutions and a fresh set of tools.
  • We cannot use your equipment or chemicals for liability reasons.
  • You agree to provide a toilet brush beside each toilet. If the client’s brush is unavailable or not fit for use, CWL will provide a new one for $3.50, which will be billed to the service day’s invoice.

KEYS: Please make sure your home is accessible to us. Please leave a key to your home in a secure, agreed upon location the day of the cleaning.

SECURITY ALARMS: If your home is equipped with a security system, please insure that it is in the “OFF” position or inform our office of the codes before service. Be sure to notify our office if this code changes.

EXTRA WORK / ADD-ONs: Email us in advance for special requests, eg:

  • Post construction cleaning
  • Inside cupboards
  • Inside fridge
  • Inside oven
  • Inside windows
  • Wipe venetian blinds
  • Baseboard/door/wall marks
  • Balcony – windows + railing dusting + sweeping
  • Laundry – complete laundry onsite/offsite
  • Linens – change bed linens
  • Garbage – sort garbage, break cardboard, shred paper

…so that we can schedule the time needed to complete these extra tasks. You are billed the extra time.

ITEMS WE CANNOT CLEAN/DO: Team members leave certain items untouched, such as personal items, sentimental displays, jewellery boxes, makeup, electronics, shower toiletries, art or areas containing any body fluids or excretions. We only clean around these areas. Seasonal insect infestation can also be a problem and may prevent us from completely cleaning your home. If ants, termites, roaches, fleas, etc., are encountered, we will not clean or vacuum the area. We will leave you a note, or call you regarding the problem. We do not clean inside curio cabinets. If you have other items you prefer we not clean or handle, please call the office and we will arrange to avoid those items. Employees cannot climb higher than a three-step ladder, work on the outside of your home (except sweeping condo patio), move furniture that contains electronics, lift any objects over 20 pounds, prepare meals, provide any pet or children-related services, or empty diaper pails.

ADDITIONAL OUT OF SCOPE EXAMPLES: 

  • Change Light Bulbs
  • Pest Droppings
  • Balcony: awning washing/moss removal/concrete and tile washing
  • Barn
  • Clogged toilets and bathtubs
  • Biohazards
  • Cobwebs or dusting above 9 foot ceilings
  • Curtains or cotton window coverings
  • Fireplace
  • Fire/Flood Damage
  • Hanging Light Fixtures
  • HVAC/Inside vents and heaters
  • Mold and mildew (please call us for a mold remediation specialist)
  • Organize, sort or shred papers and documents
  • Outside windows (except patio sliding doors)
  • Aged window frames
  • Tile grout (shower grout is cleaned, though discolouration of silicone is permanent)

CLUTTER and GARBAGE: Your cleaning will be far more satisfactory if the team does not have a great deal of clutter to contend with. Desks that have a large amount of paperwork for instance may not be cleaned. We do not organize papers. We do not throw out anything that is not already in a garbage bin, as we do not assume what is garbage!

For condos that have garbage in P1, we do not take it down to the garbage room, as they could take exponential time, especially with COVID wait times/maximum of 2 people per elevator. We leave your garbage bag sealed at your front door.

For single-family homes, we can bring garbage to the garage bins.

PETS and PLANTS:

  • Plants: we do not water plants or move pots when vacuuming. A Avoid putting plants on window sills or places where pots can fall.
  • Pets: our team members appreciate when pets are secured and that you pick up after them before service.
  • If your pets are running around free during cleaning, we are not responsible for dirty footprints or fallen pet hair after we mop.
  • We are not responsible for locking pets in or escaped pets.
  • For dogs who do not stop barking, please take them out of home before our arrival. When cannot work properly with distractions. Many people are afraid of dogs barking.
  • For cats, we only scoop litter boxes (not litter box changing).
  • We do not clean/pickup urine/feces from the floor.

QUALITY ASSURANCE: Our quality control processes consist of making home inspections (Quality Checks) and phone calls. A supervisor may enter your home during your service at anytime to ensure standards are being followed. They may call you at home or work. We believe that Quality Checks and client communication is the best way to exceed your expectations and to improve our high standards. You may also receive a satisfaction survey, and your honest feedback is appreciated.

SATISFACTION GUARANTEE: We guarantee all cleaning work under the scope on your Work Order.

For one time bookings, we highly recommend being onsite in the beginning and end of service in order to communicate your expectations, for us to address issues immediately before your sign off.

If there is a problem or if you are unable to sign off in a final walk through, email [email protected] before 11am the day following your cleaning, (11am Monday for Friday/Saturday/Sunday cleanings) and we will make every effort to correct the problem. We will come back onsite to fix the missed/dissatisfactory area(s). You understand that Cleaning With Love does not refund any portion of a cleaning fee.

In the event you booked an “Itemized Service,” meaning we only clean items on YOUR list, under YOUR budgeted time, then we are not responsible for cleaning dissatisfaction or missed areas. It is because you booked by your scope/your budget, and not by our scope/our time quote.

ACCIDENTS & DAMAGE POLICY: If you have valuables or delicate items, etc., it would be helpful if they would be put away to avoid damages. Regrettable and although not common, from time to time, something may be broken. Our personnel are instructed to call our office at once if ANYTHING is broken, and to leave you a note advising you of the accident.

Our client support team aims to resolve all matters promptly. Each case is unique, and we have consistently provided satisfactory solutions in light of accidents. Please report suspected damages within 24 hours of service completion via email to [email protected] After we receive all relevant info, your case will be investigated by our Quality Assurance manager. In the event an item is confirmed damaged or broken by CWL, we reserve the option to repair or replace the item. If that is not possible, a monetary reimbursement at the current value can be offered. A dollar value of “one-of-a-kind” items destroyed must be demonstrated in order that a settlement may be determined. Any major damages may require third-party assessment by trades or insurance.

Damages we do not cover include, but are not limited to: broken furniture, scratched surfaces (like stainless appliance fronts), defects in property construction/design/trimmings, air conditioning wiring, baby items, bird baths, bird houses, chairs, concrete, dog beds, delicate fur or older carpet/rug/mats that might be loose with fringes, drainage, fences, fence posts, flower boxes, holiday décor, path lighting, , play sets and toys, pottery, outdoor curtains, stone pathways, unprotected trees, trampolines, plastic pools or other swimming pools, windows, exposed cables/wires, sprinkler components/lines normally found below the surface of the lawn. We are not responsible for fallen/broken wall hangings attached with anything other than “real” picture hooks. No straight pins, thread, etc. If we are required to move objects to service your property, such as furniture, appliances, toys, clothing, we will not be responsible for damage caused by moving the object from where we need to provide service.

NON-SOLICITATION OF TEAM MEMBERS: All our team members have signed a Non-Compete agreement with Cleaning With Love. They are prohibited from soliciting business from any client on his/her own behalf or on behalf of any third party during their contract with Cleaning With Love or for 2 years following termination of contract, without written approval from Cleaning With Love and a possible placement fee of $2,500.00. You agree to not hire past or present team members of Cleaning With Love for a period of not less than 2 years from the date the team members last worked for Cleaning With Love. A great deal of time and resources are put into hiring our team members and training them. In the event you feel you must hire a team member of Cleaning With Love in spite of this agreement, then a $5,000.00 CAD placement fee is due immediately upon employment of the past/present team members, regardless of whether the employment is regular or on a contract basis.

As a valued client, we thank you in advance for your understanding and respect for these policies. Your cooperation will ensure your experience with our Cleaning Angels to be on the up and up!