Mrs.Clean Service Agreement

Application and Acceptance of Terms

These Terms of Service (Terms) apply to all cleaning services completed by MrsClean for all customers (you). By placing an order or using any services from MrsClean, you are irrevocably and unconditionally accepting these Terms as well as the prices, scope of services, schedule, and other specifications listed in the confirmation email provided by MrsClean (the Confirmation). This agreement consisting of both the Terms and Confirmation replace all prior arrangements or correspondences between you and MrsClean Unless otherwise specified in writing by MrsClean, these Terms will prevail over any terms put forth by you. Any variations of these Terms must be set out in the Confirmation or approved in writing by MrsClean to be valid.

Safety of all employees

To ensure the safety of all MrsClean employees, they are covered by workers’ compensation insurance as required by law. To protect their health and safety, our employees will not lift anything heavier than 35 lbs and will not climb higher than a 2-step stool or stand on unstable surfaces. If you need us to clean behind heavy furniture or appliances, please move them before our arrival to allow us access to the area. Additionally, our employees will not touch any hazardous materials that may threaten their health or safety. These materials may include, but are not limited to: items or areas containing bodily fluids, excretions, needles, illegal substances, and litter boxes. If the area is excessively contaminated, our team will vacate the area. If our team feels that their safety is at risk (e.g. due to intoxication, an uncontrolled animal, exposure to drugs or firearms, etc.), they will leave the premises, and you will still be responsible for the full cost of the scheduled service. In this case, we will attempt to contact you by phone.

Insects

If our employees encounter an insect infestation, such as ants, termites, roaches, fleas, or bedbugs, during the cleaning process, it can pose a risk to their safety and prevent us from completing the cleaning. In this case, we will not clean or vacuum the premises and will instead leave the premises and contact you to address the issue.

Equipment and Supplies

MrsClean provides our team with all the necessary materials, cleaning products, and tools to complete the job. The exception to this is the use of a vacuum. An additional Charge of $10.00 will apply for the rental of the Company’s Vacuum. If our cleaners require using a company vacuum, the rental fee will be applied. We do not use the customer’s personal supplies during the cleaning process unless preapproved by Mrs. Clean’s management.

Fees

MrsClean reserves the right to change the fees stated in the confirmation email at any time due to the actual condition of the premises. We will provide notice before these changes take effect. Please note that taxes are not included in the fee structure. Please be advised that there will be preauthorization for all new clients.

Payments

To pay for MrsClean’s services, we accept MasterCard, VISA, AMEX, and E- Transfers. Payment must be made in full. A 2% monthly finance charge (24% annually) will be applied if you have a past-due balance. If payment can not be processed due to insufficient funds or is declined, there will be an additional fee of $45.00.  Mrs. Clean reserves the right to pre-authorize payments via credit card. A 3% credit card processing will be applied for clients paying with credit cards.

Cancellations

before a scheduled clean within 48 hours will be charged 50% of your scheduled service. Cancellations before a scheduled clean of less than 24 hrs will be charged 100% of your scheduled service. Cancelling your scheduled cleaning service will require additional time (1 hr for each missed week) on your next cleaning appointment.

Lock Out

Upon arriving at the Premises within the allotted One-Hour Arrival Window; our Customer Care Team will contact you either by phone or email in case of any complications. Our team members will patiently wait up to 15 minutes before continuing to their next scheduled appointment; however, should they not gain access within this timeframe, you will be responsible for the full cost of service.

Access

To allow MrsClean access to the premises, you have two options. It is strongly recommended that you provide us with a key or door code for the premises, as this allows for flexibility in case your scheduled cleaning time needs to be changed. All keys are encrypted for safety and do not display any personal information such as your name or address. For security reasons, we will not mail out keys. Instead, you must visit our office and present a photo ID before we can release your key. Alternatively, you can also choose to give us the key back during a cleaning service appointment. If it is not possible to provide us with a key or door code, you must meet with the MrsClean team at the premises.  For condos, apartments, and townhomes with difficult access, a service fee of $20-$30 may apply. The service fee depends on the difficulty of logistics and parking location. A downtown parking fee of $10 applies for each service in a Downtown area without free or free visitor parking.

Security Alarm

Before your scheduled cleaning, please turn off any security systems on the premises. If the security system is left on, please provide the MrsClean office with the relevant codes and instructions for its operation. Please note that we will not be held responsible for any false alarms or misuse of the alarm system if you choose to leave it activated.

Scheduling

When scheduling a one-time or recurring cleaning appointment, we ask for your preferred time. Our team will make every effort to accommodate this request and will notify you of the specific one-hour arrival window prior to the day of service. Please note that scheduling can be subject to change due to unforeseen circumstances.  Whenever possible, we aim to send the same staff members to perform recurring cleanings; however, due to absences, illnesses, job departures, and other reasons, we may need to send alternate personnel from time to time. If our crew determines that more time is needed to effectively clean the area, we may contact you in advance to discuss any additional fees before beginning work.

One-Hour Arrival

Window   To account for potential issues such as heavy traffic, extra services requested by customers, lockouts, and cancellations, we give a one-hour window for arrival to accommodate your preferred scheduling. To avoid needing you to be present when we enter the premises, it would be best if you could leave the key with our MrsClean office or provide us with a door code. While we strive to meet your designated scheduling time, we cannot guarantee it.

Pets Escaping The Premises

To prevent our team from accidentally allowing a pet to escape, please let us know in advance if your pet will be roaming freely during the cleaning. Our teams are trained to close doors behind them when entering and exiting the premises to minimize the time that doors are left open. This helps to ensure the safety of your pets.

24-Hour Guarantee

Given the personal nature of our cleaning service, we understand that some areas may not meet your satisfaction. However, we do not offer refunds for our services. Contact us within 24 hours after the cleaning and are unhappy with the quality of cleaning for any serviced areas. We will return to the premises at no additional cost to re-clean those specified areas. We want to ensure that you are satisfied with the quality of our cleaning services.

SUBJECT TO APPLICABLE LAWS, MRSCLEAN DISAVOWS ALL WARRANTIES, ASSURANCES, AND CONDITIONS – BOTH EXPLICIT AND IMPLIED – REGARDING ITS SERVICES EXCEPT FOR THE GUARANTEE OUTLINED ABOVE.

Gift Certificates/Gift Cards

Gift certificates are non-refundable and can not be converted to cash or exchanged for credit.

Damage/Loss to Property

MrsClean is fully bonded and insured, so it is important to inform us within 48 hours of the end of the services if there has been any loss or damage to the property. If keys have been misplaced by us or staff, we will cover the cost of key replacements. Unfortunately, we are not liable for any damages that arise from – failing to secure items properly (like pictures hung up with tacks instead of being attached securely); pre-existing conditions such as dents, chips, or scratches in paint, walls, furniture and flooring; poor installation of any items; surfaces(like marble or granite) not being sealed appropriately prior to cleaning. If you have fragile or highly breakable items that you want us to avoid handling or cleaning, please get in touch with our office to arrange for this. You are responsible for securing or removing these items before the cleaning appointment.

Limitations and Exclusion of Liability

MrsClean will not be liable to you or any third party, or required to pay any compensation if we are unable to perform your scheduled service for any reason. Our liability for key replacement and/or locksmith services is limited to $100 per premise. Our liability for any damage to or loss of property is limited to 10 times the service charge cost on the day the damage or loss occurred. MrsClean will not be liable for any bodily injury or illness (including death) that may arise from or be connected to our services. We will also not be liable for any indirect, punitive, consequential, incidental, or special damages (including, but not limited to, lost profits, business interruption, the cost of obtaining substitute services, lost opportunity, reputational loss, or data loss) that may arise from or be connected to our services, even if we are aware of the possibility of such damages.

Wear and Tear  It is normal for wear and tear to accumulate on various surfaces and areas. Baseboards, the bottom of showers and tubs, mould/mildew, excessive water spots and soap scum on glass shower doors, worn flooring grout lines, and window tracks are all examples of areas that may show signs of wear and tear. These areas may require more than one cleaning service to improve or, in some cases, it may not be possible to improve them through cleaning alone due to the level of wear and tear.

Employee Referral Fee

Should you hire a present or past MrsClean staff member to provide any cleaning services to you outside of your agreement with MrsClean, you agree to pay to MrsClean a referral fee of $5000. This fee is due within 30 days of demand from MrsClean. If this fee is not paid, MrsClean reserves the right to pursue all available methods of collection.

Carpet Cleaning

While we will make every effort to remove stains, we cannot guarantee success. Different stains may require different methods and products to remove them, and in some cases, it may not be possible to remove a stain completely. We will do our best to provide effective stain removal, but we cannot make any guarantees. The carpet cleaning technician determines the optimal carpet cleaning method. A carpet cleaning technician has the right to recommend add-on services accordingly to carpet condition to reach optimal cleaning results. If the customer declines add-on services carpet cleaning technician can proceed cleaning job with no guarantees or has the right to refuse the job.  Carpet cleaning is the process of removing dirt, stains, and other contaminants from carpets. This is typically done using specialized equipment and cleaning products designed to remove dirt and stains without damaging the carpet fibres. Carpet cleaning can help to improve the appearance of carpets, remove odours, and extend the life of the carpets by removing harmful contaminants that can cause damage over time. There are several different methods of carpet cleaning, including hot water extraction, dry cleaning, and steam cleaning. The most appropriate method for your carpet will depend on the type of carpet, the level of soiling, and your personal preferences.

Office cleaning

Refers to the cleaning of commercial or office spaces. This can include tasks such as dusting surfaces, vacuuming carpets, mopping floors, emptying trash cans, cleaning restrooms, and wiping down surfaces. Office cleaning is typically performed by professional cleaning companies that are hired by businesses to maintain a clean and organized work environment. Office cleaning can help improve the office’s appearance, create a more pleasant work environment, and reduce the risk of illness and absenteeism caused by a dirty or cluttered office. In addition to regular cleaning, office cleaning may include special tasks such as carpet cleaning, window washing, and deep cleaning of specific areas.

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