TERMS OF SERVICE
Cancellation Policy
MP Cleaning recognizes that occasionally a customer may need to cancel their cleaning appointment. If you need to cancel your appointment please call (613)-890-5226 or email info@mpclean.ca
We ask that cancellations are done at a minimum of 24 hours before your scheduled appointment. Insufficient cancellation notice will result in a $50 cancellation fee. Lack of cancellation notice will result in full charge.
Customer Satisfaction Policy
If you are not completely satisfied with the cleaning, please call us within 24 hours of the job completion. We will return to your house within 48 hours and re-clean all disputed areas. (Complaints reported later than 24 hours after completion of the appointment will not be honoured.) We are not able to offer refunds or credits.
Safety Information
Safety and health of our employees is very important to us. All of our employees are instructed not to touch/clean any areas or items they deem unsafe or unsanitary. For sanitary reasons we are not able to clean human or pet feces, urine, vomit or blood. We are also not able to clean properties infested with insects or pests.
Use of Picture Policy
During cleaning we may take ‘before’ and ‘after’ pictures of some or all areas we were asked to clean. Pictures will never be posted online or published in any other way without your consent. Pictures are used mainly for training purposes as well as internal documentation purposes.
Appointment Times Policy
The appointment time starts when MP Cleaning staff enter your premises. Appointment time ends when MP Cleaning staff exits your home, property or professional corporation. Time spent on walk-through, discussing requirements and/or providing instructions counts towards appointment time. To ensure efficient use of appointment time please provide your instructions during booking. To avoid wasting appointment time on waiting for the concierge to sign in, parking permits, elevators etc, please meet our staff in the lobby and assist our staff in reaching your apartment or condominium unit in a timely manner.
Payments Policy
All payments are due in full upon completion of each appointment. Deposits received for future services or appointments are non-refundable. MP Cleaning reserves the right to discontinue services for lack of payment. A late payment fee and administration fee will apply on overdue accounts and/or returned cheques.
Medication Policy
Any medication/medication cabinets will NOT be touched/cleaned unless authorized by the client. If the client authorizes, the cleaning will always be reviewed. Once reviewed with client it will be initialed with the client and the MP cleaner.
Peace-of-mind policy
All of our employees are fully bonded and insured. To protect your privacy and well-being, all of our employees have also signed a legally enforceable Confidentiality and Non-competition Agreement.
All of our employees are required to read a printout of cleaning instructions specific to your house before they start their routine. In a typical printout, they find instructions pertaining to cleaning special surfaces, your preferences, and other useful information that can help them to clean your house to your liking. If you have any information that you would like included in your file, please let us know.
Informations Regarding Valuable Possessions
As mentioned above, all of our employees are fully insured and bonded; however, it is in your best interest to let us know if you have special items in your house of high monetary or sentimental value. Examples of items that should be reported are:
Paintings,
Carvings,
Collectibles,
Expensive furniture, and
Antiques.
When reporting the special items, please indicate if you want them cleaned and, if yes, then how you would like them cleaned.
If you choose not to report your valuables, then we ask that you protect them or put them in a safe place to prevent accidents. You should also put away all jewelry pieces left out as they could be sucked into the vacuum cleaner or accidentally dropped into the sink during cleaning.
Parking
The client is responsible for ensuring that free parking is readily available for the MP employee upon arrival at the client’s residence and for the entire duration of the services being provided. Parking must be available on the property or directly adjacent to the property. In the event that free parking is not available, the client is responsible for all parking fees incurred by the employee. The client must be available to pay for the parking fees for the employee upon arrival.
Airbnb Clients
We provide before/after pictures when required or if requested by our client. We charge a flat rate for each turnover service. In a situation where the guests have not checked, extended their stay or canceled their stay please notify us 24 hours prior to the cleaning date. Failure to provide a 24 hour notice of cancellation notice will result in a full payment. In an event where the guests have damaged your property or the guests have failed to follow the “house rules” we will notify you with evidence. If additional cleaning is required we will send pictures and ask to be compensated for our time. We will do our best to accommodate early check in/late checkout but we cannot guarantee it. To ensure we can meet early check in requests please notify us 48 hours prior to the scheduled cleaning. Please note that a same day cleaning request is an additional $75.
Service Disruptions
In the event of a service disruption we may opt to cancel or postpone appointments or temporarily close our office. We will communicate via email or text message to our clients that may be affected. A service disruption may cause our employees to arrive at your premises late without notice.
Statutory Holiday Rates
All federal and provincial statutory holidays are subject to a price increase without notice. Thank you for your understanding.