Your satisfaction is guaranteed. If you are not completely satisfied with any part of your service we will return to your home to re-clean the area/task within 24-hours. This will not apply if you are home upon completion. If you are home and notice that the Kleaner overlooked something please don't keep it to yourself. Tell the cleaner to re-clean the area or call our office before the cleaner leaves your home. Please contact the office as soon as possible during our normal business hours. We have a 48 HOUR WARRANTY PERIOD from the day of completion of the cleaning. If we have missed an area, damaged or broken an item, please call within that time frame and we will come out and re-clean the area in question. We work very hard to avoid these issues by training our staff to be careful and detail oriented, and by inspecting our work. Complaints filed more than 48 hours after the completion of cleaning fall outside the warranty period, and unfortunately may not be covered. KF will not be held responsible for repair or replacement of items broken or damaged due to the pre-existing wear and tear, incorrect installation, assembly, usage or being properly informed to handle special care features of the home accordingly. KF is not responsible for not completing or providing the Service as a result of a breach of a warranty by the customer (including a failure by the Customer to provide a safe working environment or unencumbered access to the premises.)
TERMS AND CONDITIONS
Due in full before or upon completion of service. For your convenience, we gladly accept all major credit cards and cash.
Flat Rate Pricing
WE offer flat rate pricing depending on the package purchased, though we deserve the rite to adjust the price for fairness if your home is larger or messier then normal.
There are no refunds for gift certificate purchases. Since cleaning is a very personalized and subjective service, we cannot offer refunds to customers. However, we want you to be 100% satisfied with KF!
We require 7 days to fix and resolve any and all issues and problems before relating negative feedback on any public website. This includes, but is not limited to, Google +, Citysearch, Yelp, etc.
Appointment Arrival Time Windows
If you wish to be present during the cleaning visit, please be advised that we provide arrival windows of 30 minutes, such as between 9am - 9:30am or 10am - 10:30am. Many things can affect our schedules, such as cancellations, 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.
Our employees are very important to us, and we are determined to keep them safe, so they do not use tall ladders or move anything heavier than 50 lbs. These types of activities put our Klean Freaks in danger of back injury or could even damage something in your home such as scratches on your wood floors.... If you would like us to clean behind appliances like a refrigerator, oven or furniture such as a sofa, please move it prior to the cleaning visit to allow access to the area.
Although it's not necessary to tip our employees it is encouraged, and of course the best way to say job well done! You may include your tips with your payment and we will pass them along to the Klean Freaks that cleaned your home.
A $40 fee will be assessed in the event that our cleaning associates arrive and are unable to access the premises. This fee is in place to cover expenses we incur for lost travel time.
Any appointment cancelled less than 24 hours prior to the scheduled appointment time will be subject to a 20%.
Additions and Amendments
Any changes to the Service to be provided must be agreed by KF 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 KF 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 is required to go through our office.
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 provide all usual and necessary cleaning equipment and materials required by the Cleaner to provide the Service, unless other arrangements have been made with KF; all cleaning equipment and materials provided by the Customer are safe, have not been tampered with and are in full working order; it will advise KF prior 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), it 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.
No Engagement of Cleaners
The Customer acknowledges KF invests significant resources in recruiting, selecting and training its Cleaners. Unless KF gives prior written permission, the Customer must not, directly or indirectly, engage, employ or contract with any Cleaner to provide domestic services to the Customer or any associate of the customer for any period during which services are provided by KF or for a period within 12 months after the conclusion of any Service. The Customer acknowledges that KF may suffer loss and damage, including, without limitation consequential loss, as a result of a breach of this clause by the Customer.
The actual price payable by the Customer is calculated on the total number of hours worked by the Cleaner. Any price quoted by KF is an estimate only based on KF’s experience, without inspection, and based on information provided by the Customer. When our cleaners get to the job, they will access the job for an accurate quote. If at the commencement or during the course of providing the Service, it is apparent that the actual cost of the Service will exceed the quote provided by KF, KF will provide the Customer with the option to pay an increased fee to complete the Service, or pay the quoted amount without the Service being completed. The Customer must inform KF whether any cleaning services required are for an 'end of tenancy' at the time of quotation.
The Customer may make a booking online or personally over the telephone. At the time of booking the Customer must provide details of any hazards, slippery surfaces, risks or dangers, ingrained dirt, grease or grime located at the Premises; KF provides all quotations at the time of booking. The Customer agrees to provide KF with their valid credit card details at the time of booking, and authorizes KF to debit any card with an amount equal to any service and/or cancellation fees that may apply under this Agreement. KF reserves the right not to accept a booking for any reason.
The Customer agrees to pay the price listed or quoted by KF in full prior to or at the Service Time, unless otherwise agreed in advance with KF. If no payment has been made by the Service Time, KF will use reasonable endeavors to contact the Customer for payment. In the event that KF cannot contact the Customer or payment is not made by the Service Time, the Customer will be deemed to have cancelled the Service, and the Customer must pay any cancellation fees. Payments may be made via credit card or in cash.
If a Cleaner fails to attend the Premises within 1 hour of the Service Time and does not provide the requested Service, KF will provide the Customer with either: a full refund of payments made by the Customer; or offer to reschedule the Service at another time mutually agreed between the Customer and KF
Fee for Non-access to Premises
In the event that the Customer does not provide unencumbered access to the Premises for KF or its Cleaners to provide the Service, the Customer agrees to pay a cancellation fee equivalent to 2 hours cleaning for administrative and travel costs.
This Agreement may be terminated by the Customer by providing at least 24 hours notice prior to the Service Time. KF may terminate this Agreement by providing the Customer with at least 24 hours notice prior to the Service Time. KF may terminate this Agreement with immediate effect if the Customer is in breach of this Agreement, and in the opinion of KF, that breach is incapable of remedy.
The Customer acknowledges that any information provided by the Customer may be used by KF for the purpose of providing the Service. KF 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). The Customer agrees to KF communicating with them electronically and/or via other means in order to provide the Service or for reasons related to the provision of the Service. KF will take all reasonable precautions to protect personal information provided by the Customer from loss, misuse, unauthorized access or disclosure, alteration or destruction.