CCC Terms of Service
These terms of services (“the Agreement”) together with the quotation or estimate that you accepted set forth the legally binding agreement between you and Clean Club Calgary Corporation (“Clean Club Calgary”). You acknowledge that you have read and agree to be bound by the Agreement and to comply with all applicable laws with regard to the products and services you purchase from Clean Club Calgary (the “Services”).
By either scheduling a one‐time or recurring service with Clean Club Calgary, you represent that you have legal authority to bind yourself or the party you represent to the Agreement, pursuant to the following terms and conditions:
100% SATISFACTION GUARANTEE
If you are not happy with the Services quality on any area we agreed to clean, simply call the office within 24 hours of the completion of the service and we will come back and re‐clean it free of charge. The cleaners must be allowed to come back into the home within 2 business days and after such cleaning, no further re-performance of Services is offered by Clean Club Calgary (until your next appointment). Except for the foregoing warranty, which is your sole remedy in the event of dissatisfaction with the Services, Clean Club Calgary disclaims all warranties, express and implied, including without limitation, the warranties of merchantability, fitness for a particular purpose, security, and accuracy.
WE NEED YOUR FEEDBACK
Getting customer feedback is an important ingredient to a successful cleaning service relationship. It is important to provide feedback on your cleaning experience. This feedback helps us know your personal preferences and monitor the performance of your cleaning staff and deliver the highest quality cleaning experience in the industry.
Frequent feedback allows us to address any concerns before they become a larger issue.
INSURANCE REQUIREMENT
Clean Club Calgary agrees to obtain and maintain liability insurance with a limit of $2,000,000. All Clean Club Calgary cleaners are covered by Worker’s Compensation Board (the “WCB”) insurance for any injuries occurring inside or outside of your home.
Notwithstanding the foregoing, you or the party you represent to the Agreement, shall carry adequate insurance coverage for any property damage, personal liability or medical expenses not covered under Clean Club Calgary’s insurance policy.
SECURITY ALARMS
Clean Club Calgary is not responsible for any charges from a local emergency services that may result from an activated alarm which we are not able to turn off.
PETS “ESCAPING” FROM THE HOME
We cannot be responsible for pets that “escape” when our cleaners are entering/exiting your home. If your pet will be “roaming free” during the clean, please let us know in advance, so the cleaners can be on alert when they open doors. Our cleaners are trained to close doors as soon as they enter and exit your home and will not leave doors open for long periods. Nonetheless, your pet is your responsibility, and Clean Club Calgary disclaims any and all liability associated which may arise in relation to the escape of your pet(s) during cleaning.
CLEANING‐DAY HOME PREPARATION
Your price for cleaning is based on the cleaners focusing all their time and energy on cleaning, not routine housekeeping. We ask that you take a few minutes the night before a scheduled service to “pick up.” This will allow the cleaners easy access to the areas/surfaces to be cleaned: floors, countertops, table-tops, etc. and removing dirty dishes from kitchen sinks. If you’d like our cleaners to do these tasks for you, please call or email the Office (in advance) so your cleaning fee can be adjusted for the additional “cleaning preparation” time.
There may be an occasion where our cleaners need more time to complete the specific cleaning program you purchased. A few examples include:
Excessive dirt/dust/stains from remodeling/construction, post party cleanup, etc.
The condition of your home is different than what was represented when we established your price at the estimate consultation.
If a particular cleaning requires significantly more time than allotted to finish due to the situations above, we will attempt to contact you by phone before we start the job. If we are unable to reach you by phone, we will, at our option, either complete work up to the time allocated to clean your home or we will not complete the cleaning until an agreement on additional charges has been reached. If additional time is repeatedly needed, we would need to discuss a change in your regular fee.
“EXTRA” CLEANING TASKS
During the estimate consultation, you are provided a specific, comprehensive list of the cleaning tasks the cleaners will conduct at your home. The cleaning price is based on this list, plus any extra requests discussed at the time of the estimate.
During the estimate consultation, we typically allow up to 3 deviations from the list of tasks, if they are not overly time consuming. Please do not leave notes or give “extra” instructions to cleaners. If you need extra service, please contact the office to discuss your needs and pricing for a future scheduled cleaning.
CLEANING SUPPLIES
Our cleaners bring the tools and products needed to thoroughly clean your home. If you prefer to supply your own cleaning products or solvents, we are not responsible for any re-fills nor damage associated with that product or solvent.
DUSTING
Our cleaners take pride in dusting your home. Our tools and techniques allow us to remove most of your home’s dust in a reasonable amount of time and effort:
Settling Dust: During the dusting process, some dust becomes airborne and will not settle until we have left. This is more common in first time cleanings, and it may take several visits before settling dust becomes minimized.
Dusting Knick-Knacks, Collectables, Stand-up Picture Frames, and other small items: We dust small items based on the size and the number of items on a shelf or flat surface like a mantel. If there are 10 or fewer small items on a shelf, we will hand dust them and the surface below and return the item to the shelf. If there are more than 10 items per shelf, we may dust the items where they sit and the surface around them.
Dusting height limits: We are not able to dust items on shelves or hung on a wall that are higher than a cleaner can reach standing on a 2-step stepladder. We do use extension poles to high dust rooms but we will not high dust items that may tip over or hung on the wall because we are not able to hold it with one hand in order to secure it while we dust.
SHOWERS AND TUBS
Showers and tubs can accumulate lime, calcium and soap scum. Our cleaning solutions work very well on cutting through these deposits, however sometimes it may take two to three visits before showers and tubs become free of these deposits. Mold and mildew are organic and will grow deep into and behind grout or calk. Surface stains will be minimized by our cleaning products, but completely eliminating it may require the homeowner to have their shower re-grouted or re-caulked.
PET FECES AND URINE
Our cleaners cannot touch or pick up pet feces, including emptying litterboxes. The cleaning supervisor on site may approve the mopping of pet urine at their discretion. Dried urine stains on hardwood floors will be mopped by our cleaners, but please understand that if urine has soaked into wood, the discoloration (stain) may not come out and a flooring specialist should be contacted. We cannot vacuum wet kitty litter.
DAMAGE OR BREAKAGE
Our cleaners exercise reasonable care when cleaning your home. Nonetheless, you agree that we are not liable for any of the following:
carpet and rug snags resulting from roller brushes in vacuums;
damage to blinds and window coverings resulting from normal cleaning;
insecure art, decorations, fixtures, mirrors, etc. that become dislodged during the cleaning process;
loss or damaged artwork, collectibles, family heirlooms and other valuables;
homeowner’s vacuum and other equipment that you require us to use.
With respect to collectibles and family heirlooms, you agree to notify us of any such items that have a value of $75 or more. Upon being notified of such items, we will refrain from cleaning or moving these items so as to minimize the risk of damage or loss. Our maximum liability to you for any damage to or loss of collectibles or family heirlooms shall not exceed $75.
INDEMNITY AND LIMITATION OF LIABILITY
You agree to defend, indemnify and hold Clean Club Calgary, its subsidiaries and affiliates and each of their past and present directors, officers, employees, contractors, agents and representatives (the "Indemnitees") harmless from and against all claims, demands, actions and costs whatsoever that may arise, directly or indirectly, out of any act or omission by you or anyone over whom you have legal control or responsibility, in relation to the Services.
Notwithstanding the foregoing, Clean Club Calgary’s aggregate liability for all matters set forth in the Agreement and for any other loss or damage or injury, arising out of or in connection with the Agreement shall be limited to the lessor of:
(i) funds actually recovered under the applicable insurance coverages maintained by Clean Club Calgary under this Agreement; or
(ii) the fees billed to you by Clean Club Calgary for the specific Services giving rise to such liability.
Neither you nor Clean Club Calgary shall be liable for indirect or consequential damages, loss of business opportunity, revenue or profit, cost of procurement of substitute products or services, and/or any act or omission by the other or by any other third party.
PAYMENT FOR SERVICES
Payment is due at the time our services are delivered. You may pay by check, email money transfer or credit card. If you pay by credit card or e-transfer, you agree to enter into a pre-authorized debit agreement and to provide your account information to permit recurring charges.
Since cleaning is a very personalized and subjective service, we cannot offer refunds to customers. If you are not happy, we will come back and re-clean any areas free of charge (see 100% Satisfaction Guarantee section above).
You will be charged a $45 fee for any cheques that are not honoured or are returned for non-payment, (insufficient funds, closed account, etc.). You will be charged a late fee of 1.5% per month (19.56% per annum) by Clean Club Calgary on all invoices that are not paid within 15 days of their due date.
SCHEDULED “ARRIVAL TIME” FOR CLEANINGS
When booking your service, we provide an estimated arrival time when your cleaning team will arrive at your home. First appointments in the morning are on time, later arrival times may be one hour before to one hour after this appointment time due to unforeseen circumstances (traffic jams, weather, the cleaning team needing extra time to finish cleaning a previous home, etc.). If we must wait to gain access to the home or wait until we can begin cleaning, you will be charged the regular rate for that time.
PROVIDING ACCESS TO YOUR HOME
Most customers provide us with a spare key. This ensures our team’s access on cleaning day and helps prevent “lock-outs”. Keys are labeled and kept in our key safe. Keys are never labeled with any identifying information such as client address.
Gate, garage and alarm codes are handled in the same discrete manner as keys.
Some customers choose to leave a door unlocked or to hide a key for the cleaning staff on cleaning day. We do not recommend this practice but if preferred we will make notes in the customer profile as to the instructions for entry into the house. If you forget to leave the door unlocked or leave the key out and our cleaning staff cannot enter your home, a “lock-out fee” in the amount of 1/2 of the estimated cleaning price may be assessed to cover the cost of our employee’s time.
SCHEDULING CHANGES
We will send an email message 72 hours in advance of your cleaning, followed by text message at least 48 hours before the cleaning. Actual arrival time may vary due to unforeseen circumstances. If you need to us to arrive at a particular time for a cleaning, please notify the office at least 48 hours in advance so it can be scheduled accordingly.
In order to hire the very best staff, we have to assure our employees that they will have a certain amount of work. Your cleaners count on your business. If you must cancel or reschedule a cleaning, please give us at least 2 business days’ notice. This gives us an opportunity to find another home for them to clean. Last minute notifications make it nearly impossible to find your cleaners work and can cause them financial hardships. This can lead to higher employee turnover rates which leads to greater challenges in delivering high quality cleaning.
If you must reschedule or cancel service with less than a 48 hours notice, we charge a $50 fee. If you cancel service with less than 24 hours notice, we charge the full amount for the cleaning.
QUALITY CONTROL AND INSPECTIONS
AUDITS AND INSPECTIONS
Clean Club Calgary randomly inspects and audits our cleaning teams. Our supervisor inspects while our cleaning staff is in your home. Our quality inspection may include taking before and after photos of our cleaning technicians’ work. These pictures are used for training, proof of our work performance and promotion of our high-quality standards. If you do not want pictures taken of work areas in your home please notify Clean Club Calgary.
SAFE TEMPERATURE WORK CONDITIONS
During summer months, many of our customers set their thermostats to higher temperatures during the day, while they are at work. On the day that your cleaners arrive, we require you to set the thermostat to no more than 72 °F / 22 °C, so your cleaners can work in a safe environment without overheating.
For safety reasons, if our cleaning team arrives to a home that exceeds 72 °F / 22 °C and the air conditioning (if any) is turned off, the Clean Club Calgary team supervisor is instructed to adjust the thermostat while they are in your home. They will return the temperature to the previous setting before they leave. We still ask that you if you have any air conditioning, to let the cold air run on the day of your service because it can take several hours to cool a home to safe levels. During the winter, we also require you to set the thermostat to no less than 60 °F / 16 °C.
In either case, if the adjustment of temperature does not resolve the issue, Clean Club Calgary team supervisor reserves the right to cancel the scheduled cleaning at your cost.
NON‐SOLICITATION OF CLEAN CLUB CALGARY EMPLOYEES
You or the party you represent agree that during each schedule cleaning and for a period of 1 year after the last scheduled cleaning, are not permitted to directly or indirectly approach or solicit Clean Club Calgary staff members for the purpose of providing services substantially similar to those provided by Clean Club Calgary.
Our cleaners sign a non-compete agreement and are prohibited from working for our clients outside our business. Please do not put them in an awkward position by asking them to work for you independently. However, if you do wish to employ a specific staff member directly please discuss this matter with the owner of Clean Club Calgary.
PRIVACY STATEMENT
Clean Club Calgary is committed to protecting the privacy of customers. We will not sell, exchange or otherwise distribute your personally identifiable information to outside parties.
GENERAL TERMS
Clean Club Calgary may, acting in its sole discretion and without notice to you, change the terms of this Agreement from time to time. You agree to review the Agreement periodically to ensure you are familiar with the current version in force, and your continued use of the Services constitute your acceptance of the changes.
If any term of condition of the Agreement is held void or unenforceable, it will be severed, and very other provisions of the Agreement will be enforced as if the void or unenforceable term or conditions had never been a part hereof.
The interpretation of the Agreement, all disputes and your legal relationship with Clean Club Calgary will be governed and construed in accordance with the las of the Province of Alberta, together with the federal law of Canada applicable therein, without regard to conflict of laws principles.
These Terms of Services together with the quotation or estimate accepted by you constitute the entire agreement between the parties with respect to the subject matter hereof and supersedes any prior agreement, understanding or communications between the parties related thereto.
No representation, inducement, promise or agreement not specifically set out in this Agreement shall be of any force or effect. Any terms and conditions appearing on a purchase order or similar document issued by you do not apply to the Services, do not override or form a part of the Agreement, and are void.