Service Terms & Conditions

 •Arrival times

o Our available timeslots are 8:00-10:00, 10:30-12:30, 1:30-3:30, Tuesday to Friday. 

o Please note we do our best to be flexible with scheduling. This and other factors, such as staff absences, can sometimes cause your scheduled time to change at the last minute. If this happens, you will receive a notification by email as soon as possible.

o If you require a specific time slot, please let us know and we will ensure that you are always scheduled at that time.

o Please allow our teams an hour to arrive to your home. You will be notified if our team will be later than your two hour scheduled timeframe.
•Customer cancellations

o We have a ZERO dollar cancellation policy. You will not be charged for cancelling or rescheduling a service. 

o We ask that if you do need to cancel your service that you let us know as soon as possible. However, we do understand that some situations can be unpredictable, so we do allow for last minute cancellations. We will reschedule your service at the next soonest availability. 

o If anyone in your household is sick, has been exposed to Covid-19 or is being tested for Covid-19, we ask that you inform us and we will reschedule your service.
•Company cancellations

o Occasionally, unexpected situations arise that require us to reschedule your service to another day. We will find the next best day that works for you. We truly appreciate your understanding during these situations.  

 •Payment options

o Payment is due upon receiving the emailed invoice. Payment can be made by e-transfer to info@bertinacleaning.com, by credit card through our invoice or over the phone.
•Rates

o All services are charged by the hour. Our team will service your home in a timely and efficient manner to ensure everything on our list is completed. If you have a preferred budget in mind, we can assign a maximum time limit and complete as much as possible in that timeframe. 

o Our hourly rate is $99.99 per hour.

o Tax will be added to the final total.

o Referral discounts may be applied if you refer a friend and they book a service with us.

o Seasonal promotions may be available from time to time. Please keep an eye on our Facebook page for these events.
•Late payments

o Payment is due within 24 hours of the emailed invoice being sent.

o If payment is not received in this time, a $10.00 late fee may be applied. 

 •Tidy

o Our teams will provide some light tidying, as well as stage areas to ensure all items are out of the way. We ask that you ensure that most areas are cleared to allow for our teams to thoroughly clean and keep within the booked service time.
•Temperature

o In the summer months we ask that your air conditioner is turned on in the morning to ensure that your home is at a comfortable temperature when our team arrives at your home.

o If you do not have air conditioning, we ask that you do your best to ensure your home is at a comfortable temperature for our team. 

o In the winter months we ask that you have a heat source turned on.

o Our teams may adjust the temperature as needed, and they will always revert it as it was found when they arrived.

 •PPE

o Our teams are provided with all PPE. They will be sanitized, wearing masks and gloves during the entire service. These items will be cleaned and replaced before entering each home.
•Social distancing

o We ask that customers not be present during the service if possible.

o If this is not an option, we ask that customers keep separated to another area of the home.

o If you need to enter the same area as our teams, you MUST be wearing a face covering, keep 6 feet of distance and minimize any interaction. If these safety precautions are not followed, service may be suspended.
•Team Assignment

o We will do our best to assign the same team lead to your home for each service.

o Please let us know if you have a team that you prefer and we will find a time that they are available.

o While we try our best to keep our teams consistent, there will be changes in teams due to absences or a rotation in staff. If you have requested a specific team lead, you will be notified if they are absent and you will be given the option to reschedule.
Please review our Covid Safety page for more information on the steps we are taking to keep our customers and employees safe. 
 

 •Our products

o We will provide all cleaning products.

o At this time, we do not provide green products due to Covid-19.• Our equipment

o All equipment coming into your home has been disinfected or replaced prior to entering.

o We will supply fresh cleaning towels, mop heads and sponges. Only clean towels/mop heads will be used in your home with our disinfectant cleaners. All cleaning towels/mop heads will be thoroughly washed between uses and cycled through once per week. Each team has a designated set of cleaning towels. 

o We will supply a mop and bucket.
•Your own equipment

o We ask that you provide your own vacuum to avoid potential contamination between homes. If you have scheduled a one-time move-out clean and a vacuum is not accessible, we will be able to provide one. 

o We ask that you provide your own toilet brush to avoid potential contamination between homes.

o If there are any other products or equipment that you prefer us to use, please have it set out for our team.
 

 o Pets are welcome to be home during the service. However, we do ask that they are secured if they are at risk to run out the door while our teams enter and depart your home.

o Please ensure that any aggressive pets are secured in a separate area of your home. 

•Special instructions

o Please let us know if there are any special instructions regarding your pet. We are able to let them outside if needed.

•Animal waste

o For sanitation purposes, our teams will not pick up or dispose of animal waste if your pet has an accident. This also includes cleaning of litter boxes.  

 •Broken items

o Our teams always notify us immediately if an item is accidently broken during your service.o We will contact you by email and inform you of the incident. We will provide a picture of the broken item. We will replace the item for you right away with an exact or similar item of equal value.
•Incomplete service

o Our teams will do their best to review all work done at each service and ensure everything has been completed. However, if you find that something has been missed, please inform our office within 24 hours of service and provide a photo.

o We will send a team back as soon as possible to complete any missed items for you free of charge.
•Concerns

o Please notify our office right away if you have any issues or concerns with your service. We are always here to help you with anything you may need!

o All feedback is very important to us, as it allows us to improve our service and prevent the issue in the future.
 

 •Access Options

o We no longer accept keys.

o You may provide a front door code.

o You may provide a garage door code.

o You may provide a key in secure area on your property (inside a lockbox or in the garage). Our team will return this at the end of your service.

o You may be home to unlock the door for our team.

o You may open the door remotely.
•Security

o Home access will only be provided to the team entering your home.

o If you have a security alarm code, this will be shared to the team by the office when they arrive at your home.

o Our teams will ensure that your property is secure and locked before leaving. You will be informed immediately if there is any issue regarding the security of your property.
•Notifications

o Our team will call you 30 minutes before arriving to your home so that you have time to prepare.

o You will receive a text notification when the team is on their way.

o You will receive a text notification when the team has started the job.

o You will receive a text notification when the team has completed the job.
•Parking

o Driveway parking must be available for our team.

o Street parking is not a valid option unless there is a dedicated spot directly in front of the property.
•Driveways and walkways

o Driveways and walkways must be cleared of snow, ice, and any other obstacles to ensure our teams can carry their equipment safely to your front door.
 

Always reach out to us with any questions, concerns r feedback you may have. We are always here to help!

•Customer contact information required

o Please provide us with an email address. This will be used to send out schedule reminders, newsletters, as well as your invoices.

o Please provide us with a phone number. This will be used to notify you of your service progress, as well as to contact you in case of an emergency.

•Company contact information 

o Our office hours are Tuesday to Friday, 8:00 am to 4:00 pm

o Email us at info@bertinacleaning.com

o Call us by phone at 613-712-5326 (613-71-CLEAN)

o Text us at 613-712-5326 (613-71-CLEAN)

o Message us on Facebook (Bertina Cleaning) and follow us for updates

o Submit a form on our website (bertinacleaning.com)

o Book online at our website (bertinacleaning.com)