Terms and Conditions
Fresh nest clean co. Terms & Conditions
By using this website to book service, you agree to comply to be bound by these terms & conditions.
Booking Confirmation
Booking service online doesn’t guarantee you a spot for that date/time, you will be contacted by email or phone with a confirmation.
In order to reserve your cleaning date and time, Fresh Nest Clean Co. kindly requests that you provide a debit/credit card for your booking. To ensure a smooth process, the actual charge will occur the day after your cleaning visit and you will receive an email confirming the payment as well as a receipt.
Cleaning Crew
We always work with teams of two, occasionally more cleaners may be needed due to the complexity of work or busy schedule, we do our best to limit the rotation of cleaners in your home while still providing sufficient cross-training to our cleaning technicians. Our employees have been rigorously background screened & drug tested prior to working with us, you can rest assured all our staff has integrity and is held accountable.
Right to Refuse Service
We reserve the right to deny &/or terminate service because of safety concerns, inappropriate or uncomfortable situations, weapons on-premises, severe clutter & disconnected utilities. Our employees have the choice to leave if the home is in an extremely unsanitary condition or they feel unsafe/threatened. If you book a cleaning that is unreasonable, the cleaners may refuse service on the spot & you will be charged the cancellation fee.
Cleaning Day Preparation
Your price for cleaning is based on the cleaners focusing all of their time on cleaning, we ask that you take a few minutes to tidy up to allow the cleaners easy access to the areas/surfaces to be cleaned: floors, counter-tops, tabletops, etc.
Add-On Services
These services are available for an extra charge:
Clean interior of fridge
Clean interior of oven
Clean inside kitchen cabinets
Clean inside dishwasher
Dishes
Garbage bins sanitized
Clean Interior Windows & Sills
Detail Blinds
Spot clean walls
Water house plants
Pets
We will gladly work around pets, we ask that indoor activity is limited for cleaning efficiency & safety reasons, if your pet becomes anxious or presents a safety concern, Fresh Nest Clean Co. reserves the right to remove its employees from your home. Our employees are instructed not to enter a house if they believe an animal is a threat, pets may behave differently if a family member is not present. If the removal of our cleaning technician is due to aggressive pets, our cancellation policy will apply.
Service Fees
Please remember we give these instant prices based on experience, but we may adjust the price based on the actual condition of the house. To ensure there are no surprises when we arrive & find that the job will require extra time we’ll call you to let you know. If we are unable to reach you, the crew will have to leave & you will be charged the cancellation fee. We reserve the right to reevaluate rates at any time based on the time it takes to perform our service to meet the client’s standards, Fresh Nest Clean Co. will contact the client to discuss price or service revisions if the cleaning time differs drastically from the original bid.
Payments
In order to save you the hassle of sending a payment, we make it easy & charge your credit card after your cleaning visit. We will email you a ‘paid’ receipt after charging your credit card. We accept VISA or MasterCard & require a credit card number on file for every client. Rest assure that your credit card information is securely housed within our accounting platform. As soon as it is entered it is saved as a truncated number meaning that all we can view going forward are the last few numbers. We do not store copies of your credit card number on paper or on computers.
Refund Policy
We will always do the best job we can for you. When our clients are happy, so are we. If items of the checklist aren’t done correctly, please send pictures within 24 hours of the cleaning visit. Although we do not provide refunds, providing your complaint is reasonable, we will send a team to your location within 48 hours. If we don’t hear from you within 24 hours of your cleaning visit, we will assume that everything was A-Ok.
Recurring Service Discount
If you skip cleanings so that your cleaning’s frequency is less than what you were set up for, your price will be increased to the pricing level that matches the reduced frequency.
Rate Increases
Client’s cleaning rate adjustments may be made at any time during the year should there be changes to the frequency of the client’s established service schedule or home or living situation: remodel, change of address, number of people living in the home, a significant addition of furniture, etc. Cleaning rates are subject to increase with no prior notice.
Lockouts
In situations where we are unable to access your location (you forget to leave a key or the key doesn’t work) and contact is not made within 20 minutes of the arrival of the cleaning team, the scheduled cleaning will be skipped & you will be required to pay for 50% of the cleaning appointment. This payment is necessary to compensate the employees for unexpected lost revenue & time travel, to avoid this we ask you to provide us with a key or code to gain entry to your home.
Rescheduling & Cancellations
We will always try to accommodate your scheduling requests. If you need to reschedule services or to cancel a booking, please call or email us with more than 48 hours’ notice. Cancellations or changes made within 48 hours will be charged in full.
Alarm
If your home is equipped with a security system, please ensure that it is in the off position or call us with the code & proper directions for use. If the code should change please let us know so you do not incur a lockout charge.
Use of Homeowner’s Vacuum
If you request to use your vacuum, we will not assume or accept any liability for damage to the unit. Since we are not responsible for the maintenance of the vacuum, we will not be responsible for any repairs to it. This is important because if the vacuum is not in working order when we arrive to clean your home, we will not be able to perform any vacuuming of carpet & hard floor surfaces.
Cleaning Supplies
We provide the equipment & products needed to thoroughly clean your home. If you require to use your cleaning supplies, note that we are not responsible for any damage associated with those products. When this request is made we ask that you have the cleaning chemicals & supplies ready so we can perform our cleaning service as efficiently as possible.
Items We Cannot Clean
For safety reasons, we cannot offer the following services:
• Patios and Balconies
• Conduct outside work relating to: yard-work, weeding, cleaning BBQs or cleaning outside windows (other than outside balcony glass door that can be safely accessed)
• Window screens
• Bio-hazard material
• Anything unreachable with our 2-step ladder
• Chandeliers
• Aluminum blinds (they are almost impossible to clean without bending them)
• Conduct plumbing work including: unclogging drains, removing hair from drains or plunging toilets
• Furnace rooms (exception being move-out cleans)
• Unfinished basements or storage rooms (exception being move-out cleans)
• Litter boxes; pet feces/urine
• Rodent or insect infestations
• Carpet cleaning
• Moving appliances or furniture
• Remove excessive trash (example; hoarding situations) or haul trash away in our vehicles
• Cleaning with other workers present (painters, movers, electricians, etc.)
• Cleaning while someone is packing/moving, cooking or cleaning clutter
• Cleaning when more than two people are home
• Cleaning with the help of the homeowner
Unreachable Areas & Heavy items
For safety & liability reasons our employees can’t climb higher than our two-step ladder or work outside of your home. Cleaners are unable to move your furniture that is over 30lb as well as appliances, such as fridge, stove, washer and dryer. If you wish us to get under those areas, please move your fridge, for example, out of its original location, and we will vacuum and wash the floor underneath.
Breakage / Damage & Loss Policy
At Fresh Nest Clean Co. we treat each home with great care, however, with high touch job accidents happen. If we damage or break anything while cleaning, we will repair or replace the item to similar value at no charge to you. Nevertheless, some things are irreplaceable (like a wedding plate that has been signed by all of your guests). We kindly ask you to put away all irreplaceable items or leave us a bright note "DO NOT TOUCH" to avoid such accidents. If our insurance needs to get involved for more significant damages, we kindly ask you for your cooperation and patience as we involve insurance agents.
Cleaners Arrival Window
For homes: We will arrive during your preferred arrival window (9am-11am, 11am-1pm, 1pm-3pm).
Holidays
Fresh Nest Clean Co. does not do holiday visits.
If your scheduled day falls on a holiday, we will contact you to reschedule, the following holidays will be observed:
New Year’s Day
Family Day
Good Friday
Easter Monday
Victoria Day
Canada Day
B.C. Day
Labour Day
National Day for Truth and Reconciliation
Thanksgiving
Remembrance Day
Christmas Day
Boxing Day
Non-Solicitation of fresh nest clean co. Employees
As our customer, we ask that you agree not to solicit for hire any of our cleaning employees to work directly for you. Our professional cleaners are background checked, their references verified & have completed comprehensive cleaning training. Significant time, resources & money are invested in each new employee before we allow them to enter our customer’s homes.
Governing Law
Any claim relating to Fresh Nest Clean Co. website shall be governed by the laws of the province of British Columbia without regard to its conflict of law provisions. We have taken every effort to design our website to be useful, informative, helpful & honest, hopefully, we have accomplished that & would ask that you let us know if you would like to see improvements or changes that would make it even easier for you to find the information you need.
Fresh Nest Clean Co. reserves the right to change these terms & conditions at any time without prior notice to you.