Service Agreement

Welcome to CareHop Cleaning! We’re dedicated to providing top-notch cleaning services while ensuring clarity and satisfaction for our clients. The following are additional terms and conditions forming part of our service agreement:

Cleaning Supplies and Equipment.

  • Our Supplies: We bring our cleaning supplies. If you prefer your products, please leave them out with instructions.
  • Vacuum Service: We recommend using your own vacuum cleaner. If you choose to rent our vacuum as an add-on, we clean and disinfect our vacuums between each use.

Cleaning Exclusions

CareHop Cleaning does not include services for:

  • Chandeliers
  • Biohazards (mould, bodily fluids)
  • Feces
  • Exterior areas (outside windows, patios)
  • Pest removal
  • Hard-to-reach areas including due to height
  • Under heavy furniture
  • A full wash of walls
  • Area requiring specialized equipment

Booking, Pricing, and Service Scope

  • Transparent Pricing: Charges are estimated at the time of booking based on the expected workload.
  • Service Adjustments: If your home requires more work than expected, we may adjust the cost or service scope. This will be communicated and agreed upon before proceeding.

Pets and Cleaning Areas

  • Pets: For the safety and comfort of your pets and our cleaners, please ensure pets are maintained in a separate area during cleaning.
  • Large/Heavy Items: We don’t move heavy items (over 30 lbs). Please move any such items if you wish us to clean those areas.
  • Appliances: Cleaning behind/under appliances can be done if they are moved prior to our arrival.
  • Caulking and Grout: We strive to clean grout and caulking but do not guarantee the removal of deep-set mould or stains.

Cancellations and Rescheduling

  • Flexibility: Service can be cancelled or rescheduled without charge up to 24 hours before your scheduled time. You can make the changes online or by calling the office.
  • Late Changes: For same-day cancellations, lockouts or rescheduling, or if we cannot gain access within 30 minutes of our arrival, we reserve the right to charge the greater of $75 or 50% of the total service fee. You need to call the office to make same-day changes.

Happiness Guarantee

  • Commitment to Satisfaction: If you’re not happy with the cleaning and you informed our office of your concerns by email or telephone within 24 hours of your service, we will reattempt to address the area of concern or provide a refund as we may determine to be the appropriate way to address your concerns. This is our “Happiness Guarantee.”

Safety and Property Care

  • Cleaner Safety: Our team won’t clean in environments that pose health risks or if a household member is visibly ill.
  • Valuables and Keys: Secure valuables and heirlooms before cleaning. Key returns will be arranged as per your instructions.

Payments and Refunds

  • Payment: Your credit card information is saved during the booking process. Payments are processed after the completion of your cleaning. We accept major credit cards.

Limiting Legal Liability and Setting Customer Expectations

    • Damage: In case of damage by our staff, you are to report it within 48 hours by email or telephone for assessment and resolution.
    • Limitation of Liability: Our liability for damages is limited to the price of the service provided.
    • Right to Refuse Service: We reserve the right to refuse service in situations where the environment is unsafe or if the scope of work significantly exceeds the initial assessment.
    • No Guarantees on Stain Removal: While we endeavour to clean thoroughly, we do not guarantee the removal of all stains or buildup.
  • Feedback: We want to earn a PERFECT 10 in quality and customer service. With that in mind, you may receive calls or emails after some of your cleanings to obtain your feedback. Please let us know how we performed. Constructive criticism refines us. We want to be the best!

By agreeing to using CareHop Cleaning’s services, you acknowledge and accept these terms to ensure a clear cleaning experience. If you have any questions or specific requests, do not hesitate to contact us.