Terms of Service

Thank you for being a client of Elite Housekeeping! We will strive to deliver a professional, comfortable, 5 star experience for you. In order to enhance your experience with Elite Housekeeping, please read the following information:

Preparing for your cleaning service:

• There MUST be running hot water in ALL bathrooms and kitchens.
• All areas are expected to be free of clutter and personal items such as clothing.
• We require you to inform us in advance of any item in which you are expecting to be cleaned which is not on our cleaning list. We will NOT be held responsible for not cleaning any items not listed on your cleaning order.
• For moving in/out cleaning, please note that cabinets must be completely emptied prior to the cleaning visit. Our staff will not unload cabinets, shelves or drawers.
• The less bodies the better; It is not a requirement, but it's preferred as our team will have more freedom to move around efficiently and comfortably. Busy bodies in the home will inhibit the efficiency of the cleaning resulting in extra time required.
• If a client arrives late to let the cleaner into the home, the scheduled cleaning time will be depleted. In other words, the client will still be charged for the wait time and the client understands that this may result in unfinished tasks. We will NOT be held responsible.
• If you will not be home at the end of your cleaning, please provide a safe way for our staff to lock up the home. We will NOT leave homes unlocked, and clients will be billed for the time spent waiting.
• To ensure the quality of our service we consistently monitor our housekeepers performance. Our supervisors conduct routine, random quality checks on all of our team members in order to assess what needs to be improved on and highlight areas of success. You will be always notified in advance by our supervisor when there is a quality check schedule at your place.
• Our team may take before and after the photos of the home for quality control purposes (for internal company viewing only)

For your assigned cleaner’s comfort:

• Please ensure a workable environment with comfortable, cool room temperatures.
• Please note that our cleaners are entitled to a 15 min - 1hr break at their own discretion.
  One 5 to 15 min break is included in the scheduled cleaning time, however, timer will be stopped for breaks over 15 mins and clients will not be paying for that time period. Therefore, please be aware that the end time of the cleaning is subject to change.
• Just as we show a high level of respect for our valued clients, all team members of Elite Housekeeping are to be treated with the respect and dignity in which we all deserve. Cleaning is a tough job— we appreciate it when you appreciate our work! Please appreciate the time and effort that goes into cleaning your homes.  

For your assigned cleaner’s safety:

• We will only clean windows, blinds and other high surfaces that can be reached with a 3 step ladder.
• For our safety, no other work or contract jobs should be done during the cleaning session. Having other work done in the house while our team is  working will affect efficiency of the service and may alter the cost and time needed to complete the cleaning to your satisfaction.
• Our staff have the right to abort any cleaning, due to discomfort, suspicions, or filthy, unsafe environments. You will be billed for the percentage of the work completed, if any.

Arrival Time and Job Delays:

We advise you not to book cleaning visits within tight timeframes. Our cleaners typically travel by transit which are subject to delays. Another thing that can affect arrival time for afternoon jobs in particular, are slight delays with the cleaner’s morning job. Please allow for an acceptable 30 minutes buffer time. We will warn you of any sudden delays.

If the state of the home causes us to require more time, we are NOT obligated to complete the job the same day. We’ll do our best to have it completed on the same day, but in some cases we may need to schedule another cleaner for the following day. Once again, we suggest you do NOT book a visit within limited timeframes.

General Notes:

• We do NOT offer flat rates. Your quote includes a maximum number of hours and if more time is required to complete all tasks thoroughly, the original estimate is subject to increase. If a client prefers not to exceed the estimate, our team will ask for your priorities and reasonably do what they can within the given time.
• Elite Housekeeping does NOT guarantee the removal of stains such as rust, mildew, mold or others caused by hard water build-up or lack of maintenance. More specifically, we do NOT guarantee the removal of mold stains on the rubber in washing machines. This type of stain typically cannot be removed, the rubber would need to be replaced, however we will do our best to scrub the surface.
• Our team does NOT offer removal of stickers from windows, mirrors or any other surfaces. We also do NOT offer removal or caulking or paint drops from renovations.
• If you requested cleaning behind the fridge or behind the stove, the appliance must be easy to slide out by one person. Please test it  before we arrive. If we see that the appliance cannot be easily and safely moved, we will deduct the time which was allocated to that task.
• If you requested dusting light fixtures, they must be easily and safely accessible with a 3 step ladder. If we see that we cannot reach the light fixtures, we will deduct the time which was allocated to that task.
• We do NOT scrub floor tile grout— only shower stall tiles. Floor tiles will be mopped.
• Our staff do NOT handle pet care. We do NOT clean cages nor do we offer cleaning of animal feces.
• We do NOT take care of dishes with mold.
• We do NOT provide detailed cleaning of radiators.
• Please note that we do not clean exterior windows for homes, only exterior patio sliding doors.

Extreme filth, hoarding and poorly maintained homes:

We do not offer extreme cleaning services. We are a classic house cleaning company. Meaning we do not service homes that are poorly maintained.

Our team members have the right to decline a job on the spot if it is poorly maintained as this proposes a health hazard to our staff.

Some examples include:

• clutter or disarray
• mold
• excessive grease
• excessive grime
• excessive cobwebs
• pet feces
• any insect or pest infestation including but not limited to fruit flies, flies, cockroaches, ants, spiders, mice  and more.

If you're unsure whether your home falls under these categories, please give us a call to further discuss. Do not proceed with a booking as you run the risk of a same-day job decline in which our 50% cancellation fee will still apply.

Damage:

• Client owned vacuum cleaners: We are NOT responsible for maintaining the brush roll area, including but not limited to excessive hair build-up, dirt or residue. The client is responsible for maintaining their vacuum and we will not be held responsible for any damage due to neglect.
• We are NOT liable for any wear and tear damage to client owned vacuums.
• We are NOT responsible for damage due to fault and/or improper installation of any item.
• We require you to inform us in advance of any items or surfaces in need of special care. If uninformed, we shall NOT be held responsible for any damage caused.
•  All surfaces (i.e. marble, granite, hardwood floors, etc.) are assumed sealed and ready to clean without causing harm. If uniformed, we shall NOT be held responsible for damage caused.
• Our team members are NOT required to move large or heavy pieces of furniture such as couches or beds. We may move smaller items such as side tables or chairs, but all furniture on wood floors are assumed to have proper anti-scratch protection. If something should not be moved, please notify our team in advance. If uninformed, we will NOT be responsible for damage caused.

Cleaning Supplies:

We provide smaller cleaning supplies such as cloths, sponges, scrubbing brushes, cleaning sprays and products, etc. We require you to provide a vacuum, broom, mop, toilet bowl brush and 2-3 step ladder. Your items must be in safe, working condition. Missing or broken items will inhibit the efficiency of the cleaning and may result in extra cleaning time.

If you do not have these items available, we have equipment delivery available for an extra charge. However, this add-on is available only to the downtown and midtown areas approximately.

Exceptions:

• Our staff will have a swiffer which can be used for mopping smaller condos and apartments. However, large homes must have a mop.
• For smaller condos and apartments, a vacuum is not necessary if you do not have carpeting, excessive dust, or pets. A broom + dust pan will be enough.
• A step-ladder is only required under certain circumstances, such as cleaning kitchen cabinets, windows, dusting light fixtures or high shelving. Move in/out cleaning and deep cleaning will always require a step-ladder, some general cleanings do not.

If you have any questions about this disclaimer please contact us immediately by phone or email.

Elite Housekeeping Inc.

Phone: (416)540-8205

Email: info@elitehousekeeping.ca