Our Services Policy
Understanding the terms of service is crucial when choosing a cleaning company, so take the time to review them carefully before using our website.
These Terms apply to all cleaning services provided by Fan Of Clean to you. Placing an order or using Fan Of Clean's services means you accept these Terms, as well as the price, scope, and schedule outlined in the confirmation email. The Terms and Confirmation constitute the entire agreement between Fan Of Clean and you, and override any previous agreements or terms proposed by you, unless otherwise agreed in writing by Fan Of Clean. No changes to these Terms are valid unless approved in writing by Fan Of Clean.
SERVICE QUALITY
In case of concerns or complaints, please contact us in 24 hours by phone or email, we'll get back to you as soon as possible to discuss a better solution. Our communication is very important and we want to make sure you are happy and the same mistakes does not happen again.
Note that: We do not refund money.
Also on returns, we only clean the areas of concerns, not re-doing the entire job again.
SPECIAL REQUESTS
• We do not move heavy furniture such as couch, lift bed frames, or push heavy furniture. In case of requests to clean behind, and underneath heavy furniture, make sure you have pulled out for them.
• We do not clean the outside windows if: They are higher than we can reach, and during winter time. We only clean the windows we can reach and during spring (Temperature must be above 15C degrees) and summer time.
KEYS, LOCKBOXES AND CODES
If you are not usually at home to receive our team, please make sure to give us instructions prior to our visit . Some clients give us a copy of their keys, others use a lockbox, or leave the keys with concierge.The same applies for door codes/alarm codes. Absence of keys at the time of our arrival will result in service canceling and a full cleaning fee charge. In cases we need to wait until someone comes to open the door or bring the key, all the waiting time will be charged based on the hourly rates.
RATES, PAYMENTS & LATE PAYMENTS
Rates - Eare negotiated individually with each client according to each service agreement, seasonal promotions and others.
Payments - If you make cash payments, make sure the payment is always ready before the cleaners leave. We only accept Canadian Dollar. In case you have forgotten to leave the payment, you will be invoiced on the next day, and you have 48 hrs from the time you received the invoice to make the payment by e-transfer or credit card. Note that for all payments in e-transfer or credit card, tax is added.
SCHEDULE CHANGES
Due the big amount of clients and jobs we have every day, it’s hard to switch days and times, however we always try to accommodate our clients needs. If you need to make changes, let’s plan together. Always contact us at least 48 hrs in advance, and we’ll be happy to help you.
We might also have some unexpected situations where we'll need to reschedule your appointment. Could be due a snow storm or a sick worker. In this cases we'll try to accommodate you on the following days.