TERMS OF SERVICE
Welcome to Fresca Clean!
Thank you for considering Fresca Clean for your professional cleaning needs. By accepting the details of an appointment, you are also expected to read and familiarize yourself with our service terms and conditions below:
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Estimates: A quoted price is subject to reevaluation upon our arrival at the service location. Adjustments may be necessary based on the on-site assessment and the specific needs of each client.
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Arrival Notifications: You will receive a notification 48 hours before your appointment. If there is a problem with this time and date, please get in touch with us immediately.
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Cancellation Policy: If you need to cancel or reschedule your service, don't hesitate to contact us at least 2 business days before your appointment (Statutory holidays and weekends are not business days). Notice to cancel must be sent by email or text message. Voicemails and missed calls are not accepted as valid cancellations. Any schedule change within less than 48 hours is subject to a $75 charge. This is to respect our scheduling efforts and the team reserved for you. If one consistently cancels their appointment without advance notice, we will remove that appointment from a permanent schedule and ask you to schedule each appointment.
Lock Out / Waiting Fees: A client who is not home, does not answer the door, or answers the door and turns the cleaning team away without providing another means of entry is considered a last-minute cancellation. If the cleaning team must wait within the agreed arrival window, there is a waiting charge of $40 per half hour.
Arrival Windows: We usually require a 30-minute window of arrival to take into consideration traffic, weather conditions, and unexpected delays or cancellations from prior services. Please be receptive if our team arrives a few minutes early (it just means traffic was lighter than expected, or perhaps we were closer than expected). We will communicate directly with you if there is any delay/advance greater than 30 minutes.
Parking: The client is expected to provide a free parking area. Otherwise, the parking fee may be added to your invoice and charged along with the cleaning.
Extraordinary Circumstances: If you have not disclosed extra dirty circumstances, such as human feces, vomit, or extraordinarily dirty spaces, we reserve the right to charge an extra fee. Please be upfront about what we need to be prepared for. Any excessive clutter, accumulated grease, or dirty dishes will incur an additional fee previously coordinated with the office.
Specific Requests: You may have been trained to clean something differently than your cleaner has been trained, but both ways may be appropriate. If you have a special request, please always communicate it through the office so we can help distinguish whether it is within their work scope. Also, extra duties not outlined in your checklist, cleaning human and animal waste, cleaning/removing items from inside cupboards, and cleaning high-to-reach areas. Special requests include heavy lifting, moving fridges and stoves, laundry, ironing, cleaning walls, ceilings, patios, garages, outside areas, and the organization and removal of recycling. Additionally, any topic related to upholstery and carpet cleaning must be coordinated with the office.
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Our Cleaning Quality Guarantee: All cleanings are final after 48 hours. We do our best to perform the work to the best of our ability, but sometimes things happen. Don’t worry, we will return to correct any complaints or deficiencies that may have arisen, as soon as possible. Due to the subjective nature of the cleaning industry, we do not offer refunds.
Work Safe BC: Our cleaners will perform their work within the boundaries of Work Safe BC perimeters, which means that they will be financially compensated if injured while working. Some cleaning requests must be denied based on our limitations within the WorkSafe parameters. Interior Cleaners cannot exceed heights of over 7 feet, whereas our exterior cleaners are insured for this permission and this is a request that must be made in advance, to complete.
Insured and Bonded: Our cleaners are bound through $2 million liability and 3rd party dishonesty, which means that if there is an accident to property through which damage has occurred and be proven, an investigation will be opened and assessed as to whether compensation should be awarded.
Damage of Property: If our team of cleaners is aware that they have broken/damaged anything, they will report it immediately, as per our company policy, and we will follow up with a report and consider replacement, fixing, or compensation equal to - but not greater than- what it will cost the company to find a replacement or hire a third party contractor to resolve the issue. In the case of any damage incurred that we are not aware of, we need to be informed immediately and receive evidence. We reserve the right to hire a 3rd party contractor of our choosing to assess fault and in the case that it is that of Fresca Clean staff, fix the damage in the method we see fit. The company will only provide a monetary sum not exceeding what it would have cost the company to perform the repairs. The company will not be liable for any expense outside of the damage.
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Confidentiality: Fresca Clean respects your privacy and dignity. We securely store your information, such as door codes, confidentiality and keys, and personal details related to one’s space. Any breach of this will result in the immediate termination of any staff that abuses this privilege.
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Photography: Photography is almost always used for internal purposes of reporting the progress of our work. If we choose to use photos or short videos publicly (on social media), we do so with the sole intent of showing the transformative effect of our work and for marketing purposes. For uninhabited spaces, such as empty spaces and new builds, it will be assumed that we may publicly share the transformation of the space, but the client reserves the right to decline the use of any pictures for advertising purposes, preferably in advance. For inhabited spaces, best practice dictates that we first gain permission to share, and only with permission will we post publicly, with the sole purpose of marketing, and will be done so as discreetly as possible.
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Staff Safety: No verbal or physical abuse or harassment is accepted. No items in a space should be present that may potentially harm them, including drugs and their related items, or animal feces of any kind. Working individuals reserve the right to leave immediately, and unsafe working environments will be a reason not to continue.
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Price Adjustment Clause: The agreed-upon prices for janitorial cleaning services are subject to slight annual increases. These increases are to account for inflation, rising operational costs, and general market conditions. Any adjustments to the pricing will be communicated to the client at least 30 days prior to the new pricing term.
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Inclusion of Holiday Rates: The pricing outlined in this contract encompasses cleaning services provided on Saturdays, Sundays, and statutory holidays. There will be no additional charges for cleaning services rendered on these days.
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Conflict of Interest: No cleaners should be contacted directly to perform work outside of the appointments through Fresca Clean and vice versa. No cleaner is allowed to contact Fresca Clean clients to solicit services. Fresca Clean has the right to prosecute anyone trying to do so.
Thank you in advance for your understanding of how we operate. Don't hesitate to contact us directly if you have any questions or want to share more details about your space before we begin.
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From Everyone at,
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The Fresca Clean Team
(Last Updated: February 10th, 2025)