Terms of Service

Make the Most of Your Cleaning Experience

Consider leaving the areas to be cleaned clutter free by removing any objects that might obstruct the cleaning process. This allows us to focus the time on cleaning instead of organizing and gives you the best value for your investment. Should the cleaners find an area particularly cluttered, they will clean around the items to the best of their ability.

Cleaning Products & Supplies

Zep and Method products are the main cleaners our staff use. We refrain from using bleach and vinegar due to health concerns and the intense smells. Our supplies include top quality equipment like Dyson, Henry and Pro Team Backpack Vacuums.

Service Limitations

We do not clean dishes, sinks overfilled with dishes, chandeliers or collectibles, detachable shower shelves, bar stands, children’s toys, exercise equipment, cables, loose fitting lights, animal/human waste, vomit, blood or other-hazardous substances such as drug paraphernalia. We do not clean television or computer screens – all electronics are up to our discretion. We do not remove screens to clean windows – you are welcome to remove the screens and then we will clean the windows. We do not step on ladders higher than three steps or move large furniture (beds, couches, dressers).

Wear and Tear

The longer we live in our homes, the more wear and tear builds up in them. Our staff use top quality products and supplies and are trained to tackle difficult cleaning areas. However, hard water stains, excessive build up on blinds, marks on cabinets, walls and baseboards may take more than one cleaning to improve the appearance or may not come clean at all.

Pets

Touch of Elegance is a pet-friendly house cleaning service that loves pets of all shapes and sizes. If your pets are ok to be around other people, then we have no problems with them either. If your pet can be hesitant of new people, we often recommend that you place them in a contained area to ensure everyone’s comfort and ease. Feel free to talk with us about any pets in your home and your preference.

Arrival Notice

Our staff value punctuality and we to strive our best to always be on time. However, we provide an arrival window of 30 minutes for morning cleans and 1 hour for afternoon cleans. The variation accounts for traffic, parking availability and other unforeseen circumstances.

Cancellation Policy

We understand that occasionally a customer may need to cancel or reschedule an appointment and generally, we will not charge a fee. If changing or rescheduling occurs frequently, a $50.00 charge may apply.

Flat Rate Pricing

We aim to provide straightforward, reliable and predictable pricing for our cleaning services. To achieve this, we offer flat rates based on our experience cleaning homes of similar size and layout. The only exception is in the case of unforeseen circumstances, such as homes with significant cleaning needs or those which have an unusually high number of items. In these instances, we will inform you of any necessary adjustments before proceed with the cleaning.

Comprehensive Pricing

Our pricing reflects a comprehensive approach to delivering quality cleaning services. The cost reflects cleaner wages, insurance for protection, scheduling software for efficiency, travel expenses, cleaning products and supplies, website maintenance, taxes and administrative efforts. This ensures a seamless, reliable, and professional experience for our clients while supporting the operational needs of our business.

Tipping

Tips are not mandatory, but they are greatly appreciated. They can be added at the time of booking, or it can be given directly to your cleaning team at the time of service.

Payment Options & Refunds

Currently we offer payment by e-transfer or cash only. For cash payments, clients usually leave the money in a visible location such as the kitchen counter. We do not process refunds of payments after the cleaning service has been performed. However, we do offer our customers our Satisfaction Guarantee.

Temperature Guidelines

A comfortable temperature helps our staff work efficiently and ensures the effective use of cleaning products. For the optimal perforce of our cleaning services and the well-being of our staff, please maintain your home temperature between 20-23 degrees celsius on the day of your cleaning appointment.

Satisfaction Guarantee

We are confident about our work and committed to delivering the best cleaning service possible. If for any reason you believe that something was not done properly or overlooked during the cleaning service, please contact us within 24 hours and we will make it right
within the next 48 hours.

Accidental Damage

Please notify us within 24 hours of the cleaning service if any damage occurred during the service. Together, we will work towards a solution to rectify the situation.

Non-Solicitation Agreement

By using our services, clients agree to not directly or indirectly solicit, engage or contract with any workers for private cleaning services for the duration of 2 years following the ending of our business relationship. This policy helps to maintain the professional relationship between workers, clients and Touch of Elegance Cleaning Services Inc.