To make sure we are on the same page, please read our Terms of Service Carefully.
These Terms of Service (these “Terms”) apply to all types of cleaning services performed by Enjoy House Cleaning, for all customers (“you”). You agree that placing an order for services (by any method) with Enjoy House Cleaning or any use of Enjoy House Cleaning’sservices, shall constitute your irrevocable and unconditional acceptance of these Terms together with the price, scope of services, schedule and other terms set out in the confirmation email provided by Enjoy House Cleaning with respect to the services ordered by you (the “Approval”). These Terms and the Confirmation constitutes the entire agreement between Enjoy House Cleaning and you with respect to the subject services and supersedes any previous agreements or communications. Unless otherwise agreed in writing byEnjoy House Cleaning, these Terms shall prevail over any other terms and conditions put forward by you. No variation of these Terms shall be valid unless set out in the Confirmation or approved in writing by Enjoy House Cleaning.
Price & Budget
Every First Visit can take longer than a regular visit due the fact we don't know your home yet, and how it's been maintained. It also depends on conditions, size, and your expectations. The quote is only an estimate of time and price, and could take less time or more time, which means the final cost is subject to change to more or less than the initial quote.
You are charged accordingly with time spent, if more or less time from arrival to departure.
If we need more time than the estimated cost, we’ll contact you to discuss additional time, cost or priorities.
If you have a budget, let us know ASAP and we'll discuss the priorities in advance with you, and we'll do the best we can with the time we have. Cleaning takes time, we cannot guarantee the job will be 100% complete and up to your expectations if you have a budget, but we’ll do the best we can with the time we have.
If your home requires more work and more hours than initially planned, we’ll discuss with you, and if we have available we’ll send extra help from other teams. In some cases, when the schedule is very busy, if we are not able to complete the job on the same day due an extended amount of hours not planned in advance, we’ll reschedule a return to the next day.
Each team is responsible to check their job before they leave the property. We have a cleaning checklist specific for each type of service, and we use Company Cam App to photograph each job (Before & After) to guarantee what was delivered to you. The before & after pictures & checklist are used for the quality, training and safety purposes of each job.
If you are at the property by the time we complete the service, please check everything before the team leaves, and if there is anything missing let the team know right away so it can be fixed immediately. If you cannot be at the property by the time we complete the job, you have 24 hours to contact us in case of any concerns. If anything was missed, please send us pictures by email so we can compare with our checklist and photos taken once the job was completed. Note that we do not give discounts or reimbursements for service provided. If we made a mistake, or if you are not happy with the service, we’ll reschedule a return to fix the areas of concern.
Since cleaning is a very personal and human service, we realize that occasionally an area may not be cleaned to your satisfaction. If you are at the property by the time we complete the service, please check everything before the team leaves, and if there is anything missing let the team know right away so it can be fixed immediately. We do not offer any refunds. However, if you are not satisfied with the quality of cleaning of any of the serviced areas and you contact us within 24 hours of your clean-up, we will reschedule a visit to the Premises to at no extra charge to re-clean the areas you have identified. Note that, we are professional cleaners, and not specialized in restoration. If the conditions are below 3-4 on a scale 0-10 where 0 means poor and 10 excellent, we'll do the very best of our abilities, and experience to improve but we cannot guarantee 100% removal or cleaning. In cases like this, we'll do what time, budget and conditions allow us, and will not be considered under the return policy.
Clutter - The cleaning will be more satisfactory if our team does not have a great deal of clutter with which to contend. If the Premises are heavily cluttered this may affect the estimate that was provided and may result in a request for additional time.
To the Safety of Our Employees
They will not move anything heavier than 35 lbs. Should you require us to clean behind heavy furniture or appliances, please move them prior to our arrival to allow access to the target area.
They will not climb higher than a 2-step stool, climb any ladders or stand on any unstable surfaces.
Materials that present hazards to the health or safety of our employees will be left untouched. Such hazardous materials include but are not limited to: items or areas containing any bodily fluids, excretions, needles, band substances and litter boxes. Our teams are advised to clean around the areas that contain such hazardous materials and in cases of excessive contamination, our team will vacate the area. If our team feels that their personal safety is in danger (someone in the home is intoxicated, vicious animal not contained, exposure to drugs or firearms, etc.), the team will leave the site of the services (the “Premises”) and you are still responsible for the full cost of the scheduled service. We will attempt to reach you by phone if this situation should arise.
Insect infestation can also be an employee safety risk and may prevent us from cleaning the Premises. If ants, termites, roaches, fleas, bedbugs, etc., are encountered, we will not clean or vacuum the Premises. We will leave the Premises and contact you regarding the problem.
Supplies & Equipment
Enjoy House Cleaning & Sister Companies (‘’Partners’’) provide all supplies and equipment. By that include: Vacuum, Bucket, Mop Head, Microfiber Cloths, Color Coded Sponges (For Bathroom & Kitchen), scrubbers, squeegee, Mop Pole, & Products.
We do not provide a request for garbage bags to remove the garbage, and paper towels to clean areas such as toilets.
We have a preference to use our own supplies & equipment. The teams are trained to use our own supplies, which makes the job more efficient. If you have a preference that we use your own supplies, please contact us in advance by email (firstname.lastname@example.org), with a list of supplies you will provide and name of products so we can verify and confirm we’ll be using your own supplies & equipment.
Note that, if you have preference that we use your own supplies & equipment, we are not responsible for damages of use. We are only responsible for our own equipment & Supplies.
Products we use:
ECO-FRIENDLY: Hope Podz (We are Planet Hope) - Proudly Canadian, HopePodz are Green Seal
Certified to be non-toxic, non-carcinogenic, biodegradable, and chock full of cleaning power. Just add water. Mostly recommended for Regular Cleanings.
REGULAR PRODUCTS: Lysol, Windex, Vim Cream, Fabuloso Disinfectant, Palmolive Dish Soap, Bleach (Clorox), Easy off (Oven Cleaner). Recommended for 1st Cleanings, Deep Cleanings, Move in/outs.
Once your booking is confirmed, it means the spot is exclusively reserved to you. In need of rescheduling or canceling your service, we require a minimum of 48 Man hrs Notice.
For Cancelation made within less than 48 hrs we’ll charge you 50% of your quoted price or if you are already a customer and have a flat rate, we’ll charge you 50% of your rate.
For Cancelation made within less than 24 hrs or same day we’ll charge you 100% of your quoted price or if you are already a customer and have a flat rate, we’ll charge you 100% of your rate.
Note that we make our schedule based on each bookings time & location, and a not planned cancelations can cause other cancelation if we don’t have another client to replace the spot or if the other bookings cannot be changed to an earlier or later arrival.
Skipping a Visit - For Recurring Visits (Weekly, Bi-weekly or Monthly)
Note that when you skip a visit, you are extending the time between one service and another, which means we may require additional time for the next visit. If that happens, we will charge you the difference of time needed.
For Monthly Clients, if you skip a month of service, or you extend your service to more than 5 weeks, your next service will be charged by the hour based on the initial rate of your 1st visit (Based in our current list of prices).
Access to the Property
Make sure we have the proper information and instructions to access your home. If you have a buzzer, door code, garage, code, please make sure we have the information at least 24 hrs prior to your booking to avoid any delays. If you are leaving the key with the concierge, or hiding the keys somewhere, also make sure we are fully aware.
If we arrive at the property and we don’t have access to the property, we will contact you. If we can’t reach you, the team will wait about 15 min. Passed 15 min we cannot get a hold of you, we’ll be sending the team to their next appointment, and we’ll be charging you full price for your service, being considered as a same day cancelation.
In Days of snow, make sure there is a safe pathway, clear of snow for the team to walk to the door. Accidents that may happen with our crew at your property, it’s on your responsibility.
Because we do many jobs every day, we cannot guarantee an exact arrival time. For this reason we only work with arrival windows as it follows:
8 am to 9 am - 10 am to 1 pm - 1 pm to 4 pm - 8 am to 4 pm *** If you have no preference and it’s very flexible
The day before your service, we’ll send you a reminder by email and text message to remind your about your service. For Recurring service the reminders show an arrival time, however note that the arrival time is an estimate and is subject to change if we have any delays or changes on the schedule. If that happens we’ll try our very best to keep you updated.
Insurance & Liability
Accident happens. and if it does, and it was caused by us, our teams will take a picture and make a video to document, and they will report their team manager immediately. Once we receive the report, we will contact the client to discuss a solution. We have a very restricted policy with our teams regarding damages and accidents, and if they fail to notify us, they may suffer serious consequences and penalties.
Enjoy House Cleaning will not be liable to you for:
Loss or damage to any items that are not secured in a proper manner (such as heavy pictures hanging from thumb tacks, not anchored properly to walls, etc.)
Any pre-existing damage such as scratches or dings in windows, paint, furniture, floors or walls, etc.
Damage due to faulty and/or improper installation of any item
Failure of any surfaces (marble, granite, etc.) to be properly sealed and ready to clean without causing damage
All fragile and highly breakable items must be secured or removed by you prior to the cleaning appointment. If you have items you prefer we do not clean or handle, please contact our office and we will arrange to avoid those items.
LIMITATIONS AND EXCLUSION OF LIABILITY
ENJOY HOUSE CLEANING SHALL NOT HAVE ANY LIABILITY TO YOU OR ANY THIRD PARTY OR BE REQUIRED TO PAY ANY COMPENSATION TO YOU OR ANY THIRD PARTY IF IT IS UNABLE TO PERFORM YOUR SCHEDULED SERVICE FOR ANY REASON.
ENJOY HOUSE CLEANING’S LIABILITY FOR ANY DAMAGE TO OR LOSS OF PROPERTY IS LIMITED TO 5 TIMES THE COST OF THE SERVICE CHARGE ON THE DAY IN WHICH THE DAMAGE OR LOSS OCCURRED.
ENJOY HOUSE CLEANING SHALL NOT BE LIABLE FOR ANY BODILY INJURY OR ILLNESS (INCLUDING DEATH) ARISING OUT OF OR IN CONNECTION WITH ITS SERVICES.
ENJOY HOUSE CLEANING SHALL NOT BE LIABLE FOR ANY INDIRECT, PUNITIVE, CONSEQUENTIAL, INCIDENTAL OR SPECIAL DAMAGES (INCLUDING, WITHOUT LIMITATION , LOST PROFITS, BUSINESS INTERRUPTION, THE COST OF PROCURING SUBSTITUTE SERVICES, LOST OPPORTUNITY OR REPUTATIONAL LOSS OR DATA LOSS) ARISING OUT OF OR IN CONNECTION WITH ITS SERVICES, EVEN IF ENJOY HOUSE CLEANING IS MADE AWARE OF THE POSSIBILITY OF SUCH DAMAGES.
Wear and Tear
Over the years wear and tear can accumulate. Baseboards, bottom of showers and tubs, mold/mildew, excessive water spots and soap scum on glass shower doors, worn flooring grout lines, window tracks, etc. are all areas where wear and tear will have an outcome on the final look of the cleaning. These areas may take more than one service to improve or in some cases it may not be possible to improve such areas by cleaning.
Employee Referral Fee
Should you hire a present or past ENJOY HOUSE CLEANING & or sister companies (defined as ‘’partners’’) & staff member to provide any cleaning services to you outside of your agreement with Enjoy House Cleaning, you agree to pay to Enjoy House Cleaning a referral fee of $3000. This fee is due within 30 days of demand from Enjoy House Cleaning. If this fee is not paid, Enjoy House Cleaning reserves the right to pursue all available methods of collection.
This is a separate service, at extra service cost. We will do our best to remove your stains however we cannot guarantee success. If your carpet contains a large number of spot stains an additional cleaning charge may apply. Our technician will discuss this with you before commencing work. Please vacuum your carpet prior to the technician’s arrival. Failure to do so may result in additional charges.
For any type of payment, a credit card on file is required or a full payment of the service 24 hrs prior to the service. In that case, if there are changes on the total cost of the service for more or less, we’ll send an invoice with the remaining balance + 13% HST + 2% ADM fee. . We reserve the right to cancel your appointment if the credit card is not added on file or full payment of the service is not done prior to our arrival.
We accept Cash, E-transfer or Credit Card Payments only. We charge 13% HST + 2% ADM Fee. The payment must be done on the same day, or within 24 hrs after you received the invoice. If we don’t receive the payment within 48 hrs of receipt of the invoice, we’ll run the payment on the credit card card on file. All late payments, 48 hrs and over, will be added a late payment fee of $5 p/ day to a maximum of 30 days ($150). All past due invoices past 30 days will be sent to our Legal Department.
Be Gentle to our Staff
They are hard workers, working about 8 hours per day, doing physical work. They are doing a very important job, and because they are doing a cleaning job does not mean they are less than you. They are well compensated and we really appreciate their efforts. We will not tolerate disrespect with our staff and we reserve the right to ask them to leave your home immediately if they feel uncomfortable or disrespected, and full service will be billed even if the service is not complete.
I have read all Terms of Service above, and I agree to all Terms of Service above. If I have different expectations of what is being offered I will discuss and let the company know in advance. If I have any concerns I will contact the company immediately or within 24 hours after the completion of the job.
I accept all Terms & Conditions by confirming my appointment.
We hope you enjoy the experience working with us. If you have any questions, do not hesitate to contact us. Please answer our Feedback survey that will be sent to you once the service is complete and let us know how we did.