CLEANING SUPPLIES/ EQUIPMENT:
Glitter Star Cleaning tries to provide environmentally-friendly products and nearly all equipment required for cleaning your home, condo, or apartment. You will need to provide a toilet brush, paper towel, running water, vacuum, and mop. In case you do not want to use your mop or vacuum, you have to decline on your booking form, which our cleaner brings the equipment. If you wish to have high areas cleaned or have concerned about some surfaces, you can provide your own products appropriate for your home surfaces. If you would like us to use specialty products (e.g., organic, stainless steel cleaner, easy-off oven cleaner or other stronger/ specific products), please leave it out and include this request in your special account instructions . Please note our staff do not use bleach, javex or other extremely harsh chemicals for health & safety as well as the environment.
CLEANING ITEMS:
Please choose your cleaning service according to the checklist embedded on
the website. We are not responsible for areas and items which are not
mentioned in the checklist. Also, our guarantee of satisfaction included the
items and areas mentioned in these checklists. To clean the high parts of the
window’s interiors or walls, we are responsible for cleaning the parts that are
accessible with a two-step ladder.
BOOKING & QUOTING:
Glitter Star Cleaning quoting and booking is designed to be accurate to provide the entirety of the chosen package as long as precise sizing, room count and average condition of the space. Should inaccurate sizing or below-the-average property condition be found – Glitter Star Cleaning reserves the right to contact you to request extra time to address the home’s needs. If the additional time not be approved, Glitter Star Cleaning staff will do their best within the allocated time assigned to the house, and you waive your satisfaction guarantee. All cleaning services booked with Glitter Star Cleaning have a time limit associated with the cleaning as we cannot foresee in what condition the property is in before our arrival, i.e. grease, mould, mildew, grime, excessive dust, dirt etc. Additional time, if requested, is at an hourly rate determined between the client and Glitter Star Cleaning at the time of the request. You will not be charged without your approval. However, if our attempts to reach you during active service to report conditions or request extra time fails, we will have to stop the service at the maximum time allocated.
ESTIMATED TIME:
In the estimate part, we try to with using the detail you provided and our own experience to make an accurate estimate, but due to the differences between houses and the specific condition of each house, the estimated time is approximate and can increase or decrease. Payment is made after the cleaning and based on real-time, but If your detail about the cleaning place is correct and you do not add additional cleaning item during the cleaning, we can only charge you a maximum of 20 percent more than the estimated time, which avoids unnecessary work delays.
CANCELLATIONS:
For scheduled cleanings, Glitter Star Cleaning will assess a $50 cancellation fee if a cleaning service is cancelled or rescheduled within 48hrs of your scheduled cleaning. For same-day cancellations, lockouts or rescheduling, or if we cannot gain access within 30 min of our arrival, we reserve the right to charge 50% of the total service fee.
PARKING SITUATION:
In the booking form, you have to explain the parking situation for our cleaner’s vehicle at the cleaning time. You will be charged for the parking payment if free parking is not available. If the cleaner cannot find appropriate parking within a five-minute walking distance of the cleaning place after 30 minutes, we will cancel the service and reserve the right to charge 50% of the total service fee.
REOCCURRING SERVICE CANCELATION:
Our cancellation policy applies to each visit. To cancel a reoccurring schedule before four or more completed visits, you will be charged the difference from your frequency rate to a one-time cleaning fee for prior visits.
24HOUR SATISFACTION GUARANTEE:
If you’re not 100% satisfied with the quality of cleaning of any of the serviced areas, and your home is as described (size, QTY of rooms, etc.), you have to inform us within 24hrs of your service. Glitter Star Cleaning will send another cleaner within three days of your original scheduled cleaning to clean the specific area without any additional charge. Please note Glitter Star Cleaning cannot guarantee the removal of mould, mildew, grime, soap scum or pet odours – we are professionals and will do our best to tackle the areas. We are also not responsible for rejuvenating caulking, grout, moulding or carpeting. Due to the subjective nature of the cleaning industry, we do not offer refunds.
Gift Certificates are non-refundable and cannot be exchanged for cash or credit.
This guarantee does not cover post-reno, post-construction and hourly work.
Please email us at info@gstarcleanings.proloyalweb.ca or give us a call at 613-809- 2765, and we will address your concerns promptly and professionally.
DIRECT HIRING OF OUR CLEANERS:
Glitter Star Cleaning invests heavily in training Certification and background screening to find quality cleaners. Hiring Glitter Star Cleaning current, Ex-worker(s) and/or accepting side propositions makes you liable for an employment referral fee of $5,000 if you directly employ (legally or cash basis) anyone currently or formerly employed by us within the two years before such employment and or within six months of being contracted by Glitter Star Cleaning. By using our service, you agree to notify us of any attempts to solicit or accept illegal business, otherwise; Attorney, Legal and miscellaneous expenses incurred to investigate and/or collect this fee will be added if this employment is discovered. Exchanging contact info with our cleaners is considered part of this breach. Unless complying with all laws, direct, unreported or inappropriate employment practices are illegal. You acknowledge being informed that Glitter Star Cleaning is obligated to report illegal hiring activities. In fact, anyone may report this to the proper Government and Judicial authorities, so an investigation ensues. The implication, complicity or withholding knowledge of illegal activity is not only prosecutable by Glitter Star Cleaning (when applicable) but also by Canadian Federal, provincial and Local Laws.
CLEANER SAFETY:
Glitter Star Cleaning reserves the right to remove its cleaners from your home should the environment become unsafe. Our cancellation policy will apply. To protect the health and safety of our cleaners, they do not move anything heavier than 30 lbs. Should you require us to clean behind heavy furniture or appliances, please move them before our arrival to allow access to the target area. Should the home present health risks relating to viral, mould, bacteria and/or infestation, we reserve the right to remove our staff from the home, and a cancellation policy will apply. This may apply if our staff enters a home, someone in the house is sick or showing symptoms of illness, and the staff does not feel comfortable. For more details, please contact us.
PETS:
We are pet lovers, but we suggest you keep your pets in a separate room or their cases. We do not want to disturb their cozy zone. If your pet becomes anxious or presents a safety concern, Glitter Star Cleaning Reserves the right to remove its cleaners from your home. Please take the necessary measures to ensure a safe environment for your pet and our cleaning personnel. Glitter Star Cleaning staff reserves the right to not clean pet feces, litter boxes or urine and cannot guarantee the removal of such odours from the home.
VALUABLES:
Please safely secure valuables, heirlooms and collectibles before scheduled cleanings. Please advise of fragile items (and their suggested care) in special account instructions on your profile or when booking your cleaning.
KEY SECURITY:
For your safety, we do not return keys by mail. We will return your key in person to your concierge or where we were instructed to retrieve the key. Glitter Star Cleaning is not liable or responsible for any damages or loss of property due to unauthorized entry. For this reason, Glitter Star Cleaning cannot leave your property unlocked at the end of our service. Please ensure you make arrangements to enable us to leave your property locked and secured at the end of our service. Should you not be able to secure your property, we waive all possible responsibility to Glitter Star Cleaning and its staff from damages, theft or otherwise. Please leave your key with the concierge under Glitter Star Cleaning’s name. Our professional cleaners all have badge IDs to sign out the keys and can return them to the concierge. Please ensure your building allows this, as we are not liable for any loss or otherwise from the misuse of keys. If keys are not made available at the time of scheduled cleaning, and we cannot gain access within 30min of our arrival – we will resort to our cancellation policy and/ or you may be charged for waiting time.
ARRIVAL TIME:
Glitter Star Cleaning provides an estimated arrival time relative to the scheduled appointment requested to allow for factors beyond our control, such as traffic conditions, lockouts, and customers adding services or cancellations. Leaving a key with your concierge or a convenient lockbox is the easiest way to provide us with access to your home if you cannot be there.
LARGE AND HEAVY ITEMS:
Glitter Star Cleaning will not allow its Cleaning Professionals to lift or move heavy items or furniture weighing more than 30 lbs for the cleaner’s safety and to avoid your surfaces being scratched by heavy items.
DAMAGES:
Glitter Star Cleaning Cleaners promise to conduct themselves professionally in your home. In the event of accidental damage, please notify our office within 24 hours of your service. We cannot guarantee reimbursement for any damages reported more than 24 hours after the end of the cleaning appointment. Glitter Star Cleaning requests that you are accessible to be contacted so that Glitter Star Cleaning or its representatives can assess and repair any damages. Glitter Star Cleaning reserves the right to contract suitable professionals to repair damages. Glitter Star Cleaning will pay directly to its contractors to settle any damage and/or repair. If your keys are lost or misplaced by us, or if a door becomes secured locking out, we will cover the cost of key replacement or locksmith up to $50.
CAULKING AND GROUT:
Glitter Star Cleaning does not assume responsibility for restoring severely worn, stained or mildewed/mould caulking and grout.
APPLIANCES:
For oven cleaning, the hood fan is not included. Nor is any other internal grate or component of the oven or fridge. Grease build-up and/or stains cannot be guaranteed removed, but we will do our best. Our staff will not move appliances to avoid your floors being scratched or your appliances being damaged. If you wish to have them cleaned under and behind, please pull them out in advance of our staff’s arrival. This can be done when the oven or fridge or added to a package and can be done as long as they are in average condition and do not take excessive extra time , which may come at an additional charge.
DISCOUNTS:
Glitter Star Cleaning reserves the right to alter or withdraw discounts and/or account credits for use on future service at any time.
PAYMENTS:
Website – we accept the following forms of payment: Major Credit Cards (if you are a corporate or short-term client – please get in touch with us for payment terms). Payment is made in full to Glitter Star Cleaning after cleaning finishing. If you would like to cancel, you must do so at least 48hs before your service date. Otherwise, our cancellation policy applies.
Late Payment:
A finance charge of 2% per month (24% annually) will be charged on all past-due balances. A $35 fee is applied to all NSF or declined checks
