Terms and Services
Service
GTA Home Cleaners is a referral platform used by the Users. The Services includes a communications platform for enabling the connection between individuals seeking to obtain cleaning services for the User’s residence/business and/or individuals seeking to provide cleaning services.
Cancellation and Changes Policy
We require a 48 Hour notice of cancellation. If you need to cancel or re-schedule on shorter notice, a $50 rescheduling or cancellation fee will be assessed. For same day cancellations 100% of the booking value will charged.
Tipping
Although it’s not necessary to tip the cleaning crew, it’s a great way to say job well done!
Pets
We do not assume liability for health and safety of your pets. While we are very mindful and careful regarding your pets, you are in the best position to ensure their safety and well-being. Please help the cleaners by keeping the pets in a separate room or outside from the cleaning. We do not clean pet litter boxes.
Changes To Requested Services
Any changes to the Service to be provided must be agreed by GTA Home Cleaners prior to the Service time. If the Customer requires any additional services or variations at the time the Service is being performed, the Customer must first contact GTA Home Cleaners by telephone, who may agree to provide the additional services in its absolute discretion. The Cleaner is not authorized to agree to any changes to the Service being provided. The Customer must not request such changes directly from the Cleaner. All communication has to go through our office. We ask that any changes be made before 5pm the day before your scheduled cleaning if possible.
Lockout Policy
Please leave a key or provide us with access to your home for all scheduled appointments. If we are unable to enter your home for any reason, a $50 lockout fee will be assessed.
100% Satisfaction Guarantee
Our services are 100% Guaranteed. If we don’t clean something to your satisfaction, contact us within 24 hours and we will return to make it right. GTA Home Cleaners has a 24 HOUR WARRANTY PERIOD from the day of completion of the cleaning. If you are home and notice that the cleaner overlooked something please don’t keep it to yourself! Feel free to ask them to re-clean the area or call our office before the cleaner leaves your home. Complaints filed more than 24 hours after the completion of cleaning fall outside the warranty period, and unfortunately may not be covered. GTA Home Cleaners will not be held responsible for repair or replacement of items broken or damaged due to pre-existing wear and tear, incorrect installation, assembly or usage.
Lifting and Hard To Reach Areas
We love our crew and want to watch out for their safety, so they do not use tall ladders (no more than 2 step ladders) or move any heavy furniture. These types of activities put them in danger of back injury or could even damage something in your home such as scratches on your floors. If you would like us to clean behind appliances (such as behind or under refrigerators, ovens, sofas, or other furniture), please move it prior to the cleaning visit to allow access to the area.
Hourly Clients
Hourly clients should note that cleaners will endeavour to complete all cleaning services within the time which you allot. In some cases, services may not be completed in the timeframe that you have allotted.
Please note that time estimates provided by GTA Home Cleaners are guidelines and may vary greatly depending on, but not limited to: actual size of home, condition of home, the number of people and pets that have lived in the home, whether you have electricity and water available, whether you are still in the process of moving and whether the home is still furnished or is completely empty.
Hourly House Cleaning service does not qualify for “guarantee” or Satisfaction Guarantee”. Hourly service is based solely on time purchased, and does not guarantee the number of items/areas or quality of cleaning based on the amount of time you selected. If time was not sufficient to finish the job, you are able to extend the time to meet your satisfaction standards.
Flat Rate Pricing
Our flat rate prices are based on certain assumptions on levels of cleanliness and amount of effort required to clean your home based on the number of beds and bathrooms, or square footage. We also make the assumption that the home is currently in reasonable condition. In order to ensure the accuracy of your quote, a walk through will be conducted on the day of your cleaning by your cleaner. We reserve the right to change the price of the clean if upon arrival it is clear that we are unable to complete the work in the allotted time we have estimated for your clean. You will be given the option to pay for extra time or provide us with priorities that you would like us to complete in the time we have available.
Appointment Arrival Windows
If you wish to be present during the cleaning visit, please be advised that we provide arrival windows of about 2 hours, such as between 8am – 10am or 12pm – 2pm. Many things can affect our schedules, such as cancellations, weather, lockouts etc. If we happen to be running late to your appointment you will be contacted as soon as possible and provided with a new expected time of arrival.
Approval For Additional Time
We will call the phone number(s) on file to advise you if we believe your home will take longer to complete. If we are unable to reach you via phone, we will update you via the email(s) on file. If we do not hear back from you, before your allotted time expires, the cleaner will stop work and move on to their next assignment. You may call us to schedule additional service as needed for another time or another day. Please note that we will not guarantee our cleaning service if you do not provide approval for the necessary amount of time that is needed to clean your home.
Billing
A hold will be placed on your credit card (for authorization) in the amount of your total balance at time of booking. If you cancel your service (prior to 48h of your scheduled service appointment) the hold will drop off within 2-5 business days. THIS HOLD IS NOT A CHARGE. Your card is only charged AFTER your cleaning service is complete, and you will receive an invoice via email once this occurs.
Excessively Dirty Homes
If a home is excessively dirty and will not be able to be completed in a reasonable amount of time, we will call you to discuss and may need to switch over the cleaning to an hourly rate. If the home requires excessive cleaning – heavy build up, broken glass, quite a bit of clutter, or “hoarder’s living space” – we can most likely bring it to a livable/ habitable standard. However, the end result will not be comparable with the level of cleanliness we can achieve on a standard home. Because of that, we will discuss this issue before starting the job and/or upon arrival onsite. We will photograph before and after for potential sharing and strategizing within our company on how to best approach the cleaning and for future liability claims. Some homes that are extremely excessively dirty can, on rare occasion, be deemed unserviceable at our discretion. The service will be cancelled, and any holds / pre-authorizations will be dropped.
Post-Cleaning Walkthrough
While our heavily-vetted cleaners will do an awesome job on your home, we can’t guarantee our work if you are not present to do a walk through with the cleaner at the end of the cleaning. Always feel free to point things out missed to the cleaner if you see it during the walk-through – they’re happy to fix it! Please refer to our Terms of Service for info on our 100% Satisfaction Guarantee.
Things We Don’t Clean
We do not clean high levels of trash/debris (hoarding), animal waste, cleaning insects/rodents, excessive mold, bodily fluids, wipe bulbs & glass fixtures, hauling trash away from your home, packing dishes away, washing of outside windows, areas not reachable with a two step ladder.
Breakage
Our staff are extremely careful with our customer’s belongings. However, accidents can happen. When they do, our policy is to inform you immediately. We are not liable for damage that is caused by “normal wear and tear”, improper installation of an item(s), or artwork, collectibles or family heirlooms valued over $200 and that is not disclosed during the time of making the appointment. Please move expensive figurines, art and glassware to a safe location when we are in your home to clean. If any damage or perceived damage is noticed after the cleaners have left, the customer must notify GTA Home Cleaners within 24 hours of any problem that may have occurred at the address during that day and time of the scheduled cleaning. We will do its best to resolved the problem and come up with a reasonable solution.
Termination
This Agreement may be terminated by the Customer by providing at least 24 hours notice prior to the Service time. GTA Home Cleaners may terminate this Agreement with immediate effect if the Customer is in breach of this Agreement.
Staff Solicitation
When retaining GTA Home Cleaners, you agree not to solicit for hire any of our cleaners introduced to you by GTA Home Cleaners for any home-related services. We spend a lot of time and resources finding, interviewing, checking references and backgrounds, and ensuring quality. When recruited, they sign an agreement barring them from performing any home related service for any of our past or present customers. If you are found to have solicited one of our staff, please be advised that our referral fee is $5,000 per staff member. We consider our staff our most valuable asset and charge accordingly.
Customer Representations and Warranties
The Customer represents and warrants that: it will provide a safe working environment at the Premises for the Cleaner to perform the Service; the Cleaner will have unencumbered and unobstructed access to those areas of the Premises requiring the Service; it will provide the Cleaner with access to all services and utilities (including hot and cold water, electricity, and rubbish bins) as required by the Cleaner to provide the Service; it will advise GTA Home Cleaners to the commencement of the Service of any hazards, slippery surfaces, risks or dangers, ingrained dirt, grease or grime at the Premises; it is authorized to use the Premises and obtain the provision of Service; if the Customer requires the Cleaner to clean behind or under any heavy items (e.g. a fridge, bookshelf, or other furniture), the customer will move those items prior to the commencement of the Service; and it will secure or remove any fragile, delicate, breakable or valuable items, including cash, jewelry, works of art, antiques, or items of sentimental value prior to the commencement of the Service.
Privacy Policy
The Customer acknowledges that any information provided by the Customer may be used by GTA Home Cleaners for the purpose of providing the Service. We hate spam too, so GTA Home Cleaners agrees not to share any information provided by the Customer with any third party not directly involved in the provision of the Service (unless required to do so by law). GTA Home Cleaners will take all reasonable precautions to protect personal information provided by the Customer from loss, misuse, unauthorized access or disclosure, alteration or destruction.