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We want you to have the best possible cleaning experience with us at your home or office. To be the best we can at providing exceptional cleaning and service, we operate in a fashion that allows us to manage both our clients’ and employees’ needs, expectations and schedules, and accounts for the safety, wellbeing, and liability of all parties.
We have created a clear set of policies and procedures that allow us to offer each client fair and consistent service. These policies and procedures are subject to change at any time and without notice for various reasons, some of which include ensuring our legislative compliance. In order to maintain our high standards and provide fair and consistent service for you and employment for our staff, we require all clients to be aware of and adhere to the following policies and procedures.
1. Uber Cleaning reserves the right to cancel any service, at any time, for any reason. Racism, sexism, disrespect, discrimination, or any form of harassment or abusive behaviour toward our staff will result in immediate and permanent termination of service.
2. As a cleaning company, we must strike the delicate balance between liability, health, safety, and job requirements. Certain tasks or situations can risk a cleaner’s health and safety or an item or space in your home. To keep everyone and everything safe, our staff are not allowed to:
If any of the above issues do exist in your home, we suggest you contact a professional for these areas. It is your responsibility to alert Uber Cleaning if any of these issues exist, as we encourage our staff to exercise their legal right to refuse any work which is unsafe, or they are uncomfortable doing.
We have a 2 hour minimum for all jobs. Depending on the space and type of service, we will determine how many cleaners are required and schedule them accordingly.
3. We typically schedule cleanings between 8 AM and 5 PM on monday to friday and 9 AM to 2 PM on saturday. We provide an estimated time for our arrival — to accommodate traffic and transit system delays.
4. Uber Cleaning reserves the right to increase its rates at any time during the year. Generally, we tie our rate increases to increases to the minimum wage so that we can ensure our employees benefit from increased wages in a fair and consistent manner.
5. We do not assess each space prior to cleaning, and therefore we rely upon our clients to provide us with accurate and honest information and descriptions at the time of booking so that we can estimate the time it will take to clean. If inaccurate information is provided and/or the cleaning will require more time than anticipated, you will be notified and the additional services will be added to your bill.
6. Our estimated time is based on cleaning and doesn’t account for time spent tidying. Although we will fold and put away clothing, pick up and put away items etc., this is not accounted for in your estimate. If things are not tidied ahead of time, our staff will need to spend time tidying, guessing where things go, and then cleaning the space that they have just tidied. If they have to spend extra time, please be aware that additional time will be billed for the service. For optimal results within the time estimated, please spend a few minutes tidying your home prior to the staff’s arrival. You know your space best and where everything should go.
7. We ask that you be available by phone or email during your service in case we need to contact you if additional time is needed. If we cannot contact you or you do not approve the requested additional time, we cannot guarantee our work or that the entire space will be cleaned. Also, if the requested time is not approved, a touch-up service cannot be offered.
8. We have the expectation that upon arrival, your home is free, clear, and ready for our staff to work in. We also expect that the clients or the caretaker of the home are the only other people present. This means that if you have tradespeople, movers, a problem with water or electricity that is being worked on while the staff waits, etc., this time is billable time. We provide a 15 minute grace period at the beginning of the service for you to show the staff around or correct any issues that may hinder them; after those 15 minutes, the staff is on the clock even if they are waiting for you to correct an issue.
9. Our staff are highly trained and extremely careful, but they are human! Sometimes accidents occur that result in something being damaged or broken. We will alert you to an at-fault breakage or damage, and work out a fair solution, which involves repairing or replacing the item within reason. Clients have 24 hours to report anything broken or damaged in the rare instance that we fail to alert you. Uber Clea and the client must work cooperatively to resolve the situation, and we aim to do this within 15 business days. After 15 business days, no compensation will be granted. We do not take responsibility for anything broken or damaged prior to the staff arriving, nor do we take responsibility for breakage or damage resulting from faulty or unfinished installation or finishing of any items or surfaces, or normal wear and tear that results in a breakage. These items and finishes include floors, countertops, tiles, blinds; lighting, plumbing, or other fixtures, appliances, unsecured items not being stored appropriately, or any breakage or damage caused by other tradespeople. Further, we require you to disclose any item that is considered irreplaceable or irreparable, an heirloom or antique, artwork, etc., before we attend. We will note not to clean these items.
10. Although we are meticulous and do our absolute best at all times, we may occasionally miss something at your service or not have it done to your liking. We certainly take responsibility for our work and will return to do a touch-up service on the area that was missed as long as it is reported within 24 hours and was part of the originally agreed-upon work. This offer does not apply to services that have been capped, where additional time was requested and not approved, or where the cleaning time is longer than the estimated time and we have to return to complete the work. If we do not hear from you within 24 hours, this guarantee expires and no touch-up service will be offered. Please keep in mind that our staff are not magicians! If an item or area has been damaged in the past, improperly cared for, stained, or has aged past the ability to be cleaned, these items and areas may not become completely clean after our visit and therefore a touch-up would not be offered.
11. All our staff must provide a current police clearance prior to being hired. Once they are cleared, they undergo rigorous training, and are bonded and insured, so that they can provide you high-quality professional services. They are covered by $2,000,000.00 LIABILITY INSURANCE AND $10,000.00 BONDING INSURANCE. We spend a lot of time finding and training our staff to provide our clients with the best possible service. You may not solicit them to be employed or contracted by you or your affiliates for cleaning services of any kind. If you would like to hire or contract one of our specialists to work independently for you or your affiliates, you may request this by informing us in writing. If your request is approved, you will be required to pay a $900.00 referral fee in advance.
12. It makes the most sense to provide you with the same cleaner for each visit. While we make every effort to assign a regular cleaner to your space, we cannot guarantee this due to circumstances outside our control (they call in sick, they move, their availability changes, etc.) and may have to change your assigned cleaner at any given time.
13. We have researched the cleaning products and tools that perform the best. If less-expensive and/or less-effective substitutes are provided by you, we do not guarantee our work. Please refer to our product catalogue for recommendations and required tools and products. If you need to purchase something, please ensure you do so at least 48 hours before your service, so we can ensure that you receive the items in time for the service. We are more than happy to send these items out to you on the day of your cleaning, provided we have enough notice to do so. These items will be kept on-site for future services, and the staff will inform you when you are running low or need to replace something, or for your own use if you have booked a one-time service.
14. We understand that you may need to cancel or change your appointment. With us, there is no cancellation fee if you cancel under 24hrs as long as you rebook within 72 hours. If an appointment is cancelled in less than 24 hours, we reserve the right to charge 50% of the total service fee. If we arrive at the job and are locked out or turned away, you will be charged 50% of the service fee. If we are dismissed during a job or any health and safety measures under section “1.” and section “2.” are broken, 25% of the service fee will be refunded.
15. If you have pets and will not be home for the service, we request that they are secured in a crate or a separate room that will not be cleaned for the safety and security of our staff as well as for the comfort of your pet. Other options include having your pet spend time with a dog walker or a neighbour for the duration of the cleaning. We reserve the right to leave the premises if you leave your pet unsecured and are not home, and this will be treated as a lockout, meaning 50% of the cost of the service will be billed. Please note that our staff do NOT walk, feed, or clean up urine or feces from your pet.
This is a reciprocal agreement and has no time commitment. Either party can cancel at any time for any reason, as long as the appropriate notice has been given.
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