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Service Policies

Working together to protect you, your home, and our relationship

Specially Maid Service Policies

The following policies are in place for our mutual benefit. Just as good fences make good neighbors, good policies make good business relationships. Respect for these policies ensures that we are all protected. Please review them and understand that when you approve a quote from us, you are agreeing to the terms outlined in this document.

Privacy and Confidentiality

We process your Personal Information only to the extent necessary for the performance of our obligations to you, which is in providing home and/or business office cleaning services. Specially Maid and it’s employees, business partners, affiliates, or agents will not use your Personal Information for any other purpose without your consent. We will not actively collect Personal Information for the purpose of sale or marketing in a way that specifically identifies the individual. To put it another way, we will never sell or distribute our customer lists. You may withdraw your consent to our processing of your Personal Information at any time. However, withdrawing consent may result in your inability to continue using our services.

Keys

We do not keep keys to client’s homes. If you or someone you designate is not able to personally give home access to our team for their scheduled visit, and if keys are required, please arrange for keys to be left in a secure combination lockbox. We can provide a lockbox to you for a $50 fee, or you can provide your own. They are available at most home improvement stores and from Amazon. Combination codes for lockboxes, keyless entry systems, and garage door overrides that are given to us are recorded in our secure database, and provided to the assigned cleaner(s) the day of service. You may change the code as often as you wish as long as we are informed of the change prior to your scheduled visit.

Business clients may choose to leave keys with us upon signing a waiver and providing proof of building management approval.

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Arrival Times

Unless your scheduled service is our first appointment of the day, we are unable to guarantee an exact time of arrival. However, we will provide you with a 2 hour window of our estimated arrival time. This is to adjust for the various circumstances that can affect our schedules such as cancellations, lockouts, weather conditions, etc. We will do our best to meet your expected arrival times and will update you with an adjusted ETA when necessary. If a lockout occurs within our arrival window, our lockout policy will go into effect and a fee may be applied.

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Insurance

We maintain a $2,000,000 general liability policy with fidelity bond and commercial property rider at all times. We will also ensure that our WCB Alberta account is up-to-date and that all employees are covered for workplace injuries.

Breakage

In the event that something gets damaged by us during our visit, we will repair or replace the item at no charge to you. Our employees will document the incident and notify you immediately. If you are not available, a copy of the incident report will be emailed to you. Our management team will then work with you to determine compensation.

Note: Some items are priceless and irreplaceable. We ask that you please put these items away before our visit, or leave instructions to steer clear of them to avoid accidental breakage.

Supplied Products and Equipment

Each of our teams is outfitted with everything they require to complete your cleaning service. Biodegradable and environmentally friendly cleaning solutions, microfibre towels, non-scratch scrubbing pads, window sill/crevice tools, detail brushes, dusters, melamine sponges, vacuum cleaner, mop, buckets, step stool & ladder. Everything that touches your surfaces (including microfibre mop head) is either new or freshly laundered before bringing it into your home. Vacuum cleaner dust bins and brush rollers are cleaned and inspected before each use. **We bring everything except for a toilet brush. Clients are required to provide a toilet brush in each bathroom (or on each floor) in order for us to clean inside the toilet bowl(s).

Guarantee

We guarantee the work done by our cleaners will meet your expectations. If you have concerns, please contact us within 24 hours to arrange a no-charge callback. The job isn’t done until you are 100% satisfied.

Deposits

We require a $50 deposit on all new bookings. This allows us to remain flexible if you need to make changes to your schedule. We will reschedule your service at no charge, but please note you risk losing your deposit if the service is canceled outright, or if less than 24 hours notice is given for a rescheduling request. There is no obligation to leave a deposit or pre-pay for recurring services after the initial clean is completed, however, our lockout and cancellation policies still apply.

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Cancellations

We have changed the way we set up bookings in order to accommodate unexpected changes. Life is unpredictable and cancellations are bound to happen from time to time. To help you navigate any hurdles that might stand in the way of having your home professionally cleaned, we will reschedule your service visits at no charge, provided we have at least 24 hours notice. Cancellations with no reschedule date, or that occur within 24 hours of your scheduled visit risk being charged a $50 fee. We’ll work with you as much as possible to try and avoid that.

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Lockouts

In the event of a lockout, we will try every means available to us for up to 30 minutes to contact you and arrange for entry. If after 30 minutes we still cannot gain entry, our lockout fee of $50 will be charged and the service will need to be rescheduled.

Ease of Ingress and Moving About

Please make sure that all access paths to, and through your home are free of obstacles. Ice / heavy snowfall, debris, bicycles, tools, toys, etc. This includes the level of clutter commonly associated with hoarding conditions inside the home. If our employees are unable to safely enter and move about to complete their duties, the job may need to be canceled.

Biohazards

Our team will not clean biohazardous material. This includes (but is not limited to) vomit, feces, urine, pest infestations, animal nests, and carcasses. We reserve the right to immediately cancel the visit and leave the property if our staff feels at risk due to biohazardous conditions. Our quoted fee for that visit will be charged.

Referral Rewards Program

Our existing clients are the most powerful resource for growing our business. The Specially Maid Referral Rewards Program is designed to show our appreciation for introducing our services to others. When a new client requests a service from Specially Maid and discloses a unique code provided by an existing client, both parties will receive $25 towards their next invoice. Referral rewards are non-transferable and are not refundable in cash. Referral codes can only be redeemed by new customers. Your unique referral code may be used without limit and be redeemed by an unlimited number of separate households. Referral codes are valid for all residential cleaning services. In order to receive your referral rewards, the referred client must be invoiced for a completed service and pay the outstanding balance. Referral codes must be redeemed before the referred client’s first invoice is generated. Existing clients can find their referral code at the top of every invoice. To redeem a code, new clients may enter it on the Specially Maid online Request a Quote form, email it to info@speciallymaid.com, text or call (780) 851-7496 and speak to a company representative, or supply it in person to any of our staff during an assessment walkthrough or initial service visit. Specially Maid reserves the right to change the value of our Referral Rewards or discontinue the program at any time.

Payment

Invoices are sent electronically at the completion of each service visit. Payment in full is expected upon receipt. We prefer payments by credit card, which is facilitated by our software. If paying cash, please have exact change and pay the team lead at the end of the visit.

Revised June 30, 2021

If you should have any questions regarding these policies, please feel free to contact us at (780) 851-7496 or email info@speciallymaid.com