Terms and Conditions

Access

Our company works hard to ensure we remind our clients of their upcoming appointments. You will be sent confirmations a week prior as well as three days before your scheduled cleaning. We send direct texts to your phone with an approximate time of our arrival the day of your appointment. You have multiple options for providing Darine's Super Cleaning access to your home. If our team is unable to gain access to your home upon their arrival, an attempt will be made to contact you for assistance. If you cannot be reached or refuse service, the team will be instructed to cancel the cleaning and move on to the next account. You will be charged a cancellation fee of 50% of the cleaning cost.

Payment

Full payment is due at the time of your cleaning. A credit card number must be kept on file with Darine's Super Cleaning Professional Cleaning's office. Your account will be charged the balance due, plus any fees, for each cleaning unless you leave an alternate form of payment at the time of service. Darine's Super Cleaning accepts MasterCard, Visa, American Express. A $25 fee will be charged for each returned check or failed credit card transaction.

Scheduling

We strive to have the same staff members clean your home on a regular basis, however, this is not guaranteed. Due to vacation, illness, or departure from the company. Darine's Super Cleaning may occasionally provide a replacement cleaning professional. If, due to the unique nature of your home, your service providers are unable to complete your cleaning within the amount of time requested, we may call you to ask for authorization to spend more time cleaning your home. We will inform you of additional costs accordingly before proceeding with the work. We reserve the right to charge additional fees to the final price of cleanings considered as heavy or inaccurate to the description of the home submitted at booking. To be safe, always check the information you entered on the booking form and remember that for us to perform our job to the best of our abilities you should leave the place uncluttered.

Service provider(s) will arrive within the following timeframes:

Mornings between 8:00 AM-11:00 AM

Afternoons between 11:30AM-2:30 PM

Arrival Windows

To ensure quality service for all our valued customers, Darine's Super Cleaning cannot specify exact arrival times. Arrival windows allow our cleaning technicians to handle all the unpredictable circumstances of each day and each home without compromising the promises we make to you. Arrival times usually range between 2 hours time.

24 Hour Guarantee

We realize that occasionally an area may not be cleaned to your satisfaction. We are unable offer refunds to customers. However, Darine's Super Cleaning will gladly re-clean any area that you are unsatisfied with. Let us know of any issues or concerns within 24 hours of your cleaning and we will do our best to make this right. We do not honor re-cleans beyond 48 hours of your scheduled appointment.

Gratuity

Darine's Super Cleaning never requires you to tip, but it is a powerful way to say thanks to your professional cleaners. We accept Cash tips, but we also try to make this as convenient as possible for you. After every appointment you will receive a notification where you have the option to leave your house cleaner a tip directly from the link. As well has leaving a review. Even posting an online review expressing your appreciation for their service is greatly appreciated. We send our team a $10 bonus tip in your name every time they receive a great online review for all their hard work!

Cancelations

We understand it may be necessary to reschedule on occasion. If it is necessary to cancel or skip your scheduled service, Darine's Super Cleaning requires notice of two business days. If we receive less than two business days’ notice, or if we cannot access your property on the day of your scheduled cleaning, it will be necessary to charge you a cancellation fee of 50% of the cleaning cost. All future cleanings will remain unchanged. Please contact our office directly to make any schedule or service changes. Darine's Super Cleaning provides a service that is by no means under contract. Every client reserves the right to discontinue their service at any point in time for any reason. When signing up for a recurring service with us, you will be given a Weekly rate, Bi-Weekly rate and Monthly rate. If you are to ever skip one of your recurring cleans your following clean will be charged accordingly. Any clean going beyond 4 weeks of our last visit will be automatically charged at our current hourly rate.

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Breakage

Our teams are thoroughly trained and make every effort to give your home the best care, however accidents do take place. We will leave a note for you and will contact you within 48 hours after your service to go over the different options to rectify the situation. Replacement is always the first attempt. We ask that all valuables, collectibles, heirlooms, or irreplaceable items be stored somewhere safe during our services. We cannot take responsibility for items that were damaged prior or not properly secured. Examples of this are loose light fixtures, hanging pictures improperly attached to a wall. Please notify us prior to your service of all unsecured areas your home. If breakage occurs, notification must be made within 48 hours of service.

Supplies

Darine's Super Cleaning uses safe and reliable cleaning supplies to clean your home. However, if you own special products that you would like to have used on particular surfaces, we are happy to accommodate your request. Please inform our office prior to your cleaning to provide proper instructions to your professional cleaning technician. We require that all clients provide their own vacuum cleaners and toilet brushes for each bathroom for sanitary reasons.

Pets

We are pet friendly! However, if your pet may be of harm to unfamiliar guest please make arrangements to where both your pet and our technicians are safe during the duration of your service. Our office should be made aware of any special requirements in safeguarding your pets.

Safety

The safety of our employees is extremely important. To reduce the risk of injury to employees, we are unable to move heavy objects or furniture weighing more than 25 pounds. Our employees can never touch, clean, pick up any bodily fluids, blood, pet/human urine, feces, or other similar bio-hazard materials including but not limited to emptying/cleaning litter boxes. We are not able to clean items or parts of your home that will be difficult to reach with a 2 or 3 step ladder.

Preparation

Before our team arrives for your scheduled cleaning, please remove clutter so we can effectively clean all surfaces of your home. This includes clothing items, kids toys, magazines/papers, etc. It is to the client’s advantage to have their home picked up as much as possible, allowing our technicians access to all areas and focus primarily on the Scope of Work we perform. We provide light straightening of the areas that we clean. If such areas/surfaces are cluttered at the time of cleaning, your team will politely clean around those areas.

Rate Increase

With your prior approval, we reserve the right to issue rate increases at any time. As the needs or conditions of your home and the economy changes, you may occasionally receive a price increase. Examples of this are a new pet, a different square footage, extra bedrooms, renovations etc. Darine's Super Cleaning reserves the right to re-evaluate rates and/or change the Service Agreement &/or policies at any time.

Service Limitations

We cannot clean your property if it does not have running water or electricity. We require clients have air condition during summer months and a heating system during winter months. Infestation can be an issue and may prevent us from cleaning your home. If we encounter an infestation of ants, termites, roaches, bed bugs, rodents etc, we will not be able to clean until the problem has been dealt with. Please inform us if you need help, we will love to give you our recommendation list. Darine's Super Cleaning has the right to refuse service for any reason. We clean “living space” only, which is the area inside of a home. We cannot touch or move firearms in order to clean an area. Clients who own firearms should move them to an area we do not clean.We will attempt to reach all visible areas with either an extension duster or vacuum extension.

Holidays

Darine's Super Cleaning is closed on New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and the day after, and Christmas Day. If your regular cleaning lands on one of these days, we will reschedule you to another day. Weekly clients will have first choice of rescheduled dates, then bi-weekly, then monthly. If you will be out of town or on vacation during a holiday week, please let our office know as soon as possible to avoid a last-minute cancellation fee or lock out fee.

Special Request

We love them; however, we do ask that you call the office in advance to assure that your cleaning team who is responsible for cleaning several homes each working day, will be able to accommodate your special requests without impacting our other clients’ needs for arrival times, etc.

Referrals

Please let your friends and family know about us. If someone you refer to us uses our services just once you will earn $20 for the referral off your next service. However, if that referral continues to use our services for 1 year you will earn a free credit towards your cleaning (valued up to $100) after their 1st year anniversary. Please email our office to let us know who you have referred so that we can properly track and credit you.

Non Solicitation Agreement

When entering into an agreement for services with Darine's Super Cleaning you agree not to solicit for hire any staff member introduced to you by Darine's Super Cleaning for any home related services. If you are found to have solicited one of our staff, please be advised that our referral/ training fee is $2,500 payable to Darine's Super Cleaning immediately upon employing our staff for any services to your home/ business. The employee will be terminated immediately from our employment as they will also be in breach of their own non-solicitation agreement.