Booking service online doesn’t guarantee you a spot for that date/time, you will be contacted by email or phone with a confirmation.
Right to Refuse Service
We reserve the right to deny &/or terminate service because of safety concerns, inappropriate or uncomfortable situations, weapons on-premises, severe clutter & disconnected utilities.
Our cleaners have the choice to leave if the home is in an extremely unsanitary condition or they feel unsafe/threatened. If you book a cleaning that is unreasonable, the cleaners may refuse service on the spot & you will be charged the cancellation fee of $100.00.
Cleaning Day Preparation
Your price for cleaning is based on the cleaners focusing all of their time on cleaning, we ask that you take a few minutes to tidy up to allow the cleaners easy access to the areas/surfaces to be cleaned: floors, counter-tops, tabletops, etc. If you’d like our cleaners to do these tasks for you, call the office in advance so your cleaning fee can be adjusted for the additional time.
We will gladly work around pets, we ask that indoor activity is limited for cleaning efficiency & safety reasons, if your pet becomes anxious or presents a safety concern, Your Crafty Cleaner reserves the right to remove its cleaners from your home. Our cleaners are instructed not to enter a house if they believe an animal is a threat, pets may behave differently if a family member is not present. If removal of our cleaning technician is due to aggressive pets, our cancellation policy will apply.
Please remember we give these instant prices based on years of experience, but we may adjust the price based on the actual condition of the house. To ensure there are no surprises when we arrive & find that the job will require extra time we’ll call you to let you know if we are unable to reach you, the crew will have to leave & you will be charged the cancellation fee of $100.00. We reserve the right to reevaluate rates at any time based on the time it takes to perform our service to meet the client’s standards.
We do not offer refunds, we have built our business providing our clients with the best possible service available, still, we realize that we are human, things will from time to time get missed, should this happen email or call us within 48 hours & we will rectify the error at no charge.
Clients shall make the service location accessible to Your Crafty Cleaner personnel on the scheduled service day. If the team is locked out of client’s home, every effort will be made to establish contact with client to arrange for entry into the home, if contact is not made within 20 minutes of the arrival of the cleaning team, the scheduled cleaning will be skipped & you will be charged $100 late cancellation fee, this fee is necessary to compensate the employees for unexpected lost revenue & time travel, to avoid the fee provide us with a key or code to gain entry to your home.
Rescheduling & Cancellations
Service reliability is extremely important because we reserve a time especially for you, we request that you give us a minimum of 24 hours advance notice if you need to cancel or reschedule for any reason to avoid incurring a $50 cancellation fee. *Please note if Your Crafty Cleaner has to cancel a cleaning the cancellation fee is $100 if the client needs to cancel a cleaning less than 24 hours the cancellation fee is $50.
If your home is equipped with a security system, please ensure that it is in the off position or call our office with the code & proper directions for use. If the code should change please let us know so you do not incur a lockout charge.
Use of Homeowner’s Vacuum
If you request to use your vacuum, we will not assume or accept any liability for damage to the unit. Since we are not responsible for the maintenance of the vacuum, we will not be responsible for any repairs to it. This is important because if the vacuum is not in working order when we arrive to clean your home, we will not be able to perform any vacuuming of carpet & hard floor surfaces.
Items We Cannot Clean
Mold removal is a specialty, we cannot be liable for any mold-related risks in client’s homes.
We cannot clean hoarding homes or areas containing any animals & humans body fluids, blood, feces, vomit, cat litter boxes, bird cages & urine or excretions. Unreachable Areas & Heavy items
For safety & liability reasons our cleaners can’t climb higher than a step stool or work outside of your home. Cleaners can’t move objects more than 20 pounds, if you would like cleaning behind heavy objects, please move prior to cleaning.
Breakage/Damage & Loss Policy
While an occurrence is rare, the possibility of breakage or damage is present while we clean. Our cleaners exercise reasonable care when cleaning your home, we carry insurance for damage or breakage caused by our cleaners.
We are not liable for damage that is caused by normal wear & tear, improper installation of an item in your home, artwork, collectibles or family heirlooms not disclosed during the booking process, these items include but are not limited to the following: Artwork, Collectibles & Family Heirlooms: These items are expensive & impossible to replace, the client should point out such items to us before starting service, please advise us how you would like your fragile items handled & their care. Notification must be made within 48 hours of breakage/loss of any personal items. Identical replacement is always attempted but not guaranteed.
Cleaners Arrival Window
We schedule our cleanings in an order that requires the least amount of drive time in an effort to maintain low prices & avoid trip fees, if you require a specific time we will make every effort to accommodate your request, however, no times are guaranteed. Due to the unpredictable nature of our business & unforeseen circumstances, traffic jams, weather, mechanical problems, if we are running late we will call you or text you.
Your Crafty Cleaner observes the following holidays.
If your scheduled day falls on a holiday, we will contact you to reschedule, the following holidays will be observed:
- New Year’s Day
- Good Friday
- Memorial Day
- Independence Day
- Labour Day
- Thanksgiving Day
- Christmas Day
We have taken every effort to design our website to be useful, informative, helpful & honest, hopefully, we have accomplished that & would ask that you let us know if you would like to see improvements or changes that would make it even easier for you to find the information you need. Your Crafty Cleaner reserves the right to change this terms & conditions at any time without prior notice to you