Terms of service
These Terms of Service are effective immediately. Last Updated on July 1st, 2022
Application and Acceptance of Terms
These Terms of Service (these “Terms”) apply to all types of cleaning services performed by Scent Cleaning Ltd. (“Scent Cleaning”) for all customers (“you”). You agree that placing an order for services (by any method) with Scent Cleaning or any use of Scent Cleaning’s services, shall constitute your irrevocable and unconditional acceptance of these Terms together with the price, scope of services, schedule and other terms set out in the confirmation email provided by Scent Cleaning with respect to the services ordered by you (the “Confirmation”). These Terms and the Confirmation constitutes the entire agreement between Scent Cleaning and you with respect to the subject services and supersedes any previous agreements or communications. Unless otherwise agreed in writing by Scent cleaning, these Terms shall prevail over any other terms and conditions put forward by you. No variation of these Terms shall be valid unless set out in the Confirmation or approved in writing by Scent Cleaning.
Safety of employees
All Scent Cleaning employees are covered by workers’ compensation insurance in accordance with applicable laws.
To protect the health and safety of our employees:
1. They will not move anything heavier than 15 kg (33 lb). Should you require us to clean behind heavy furniture or appliances, please move them prior to our arrival to allow access to the target area.
2. They will not climb higher than a 2-step stool, climb any ladders or stand on any unstable surfaces.
Materials that present hazards to the health and/or safety of our employees will be left untouched. Such hazardous materials include but are not limited to: items or areas containing any bodily fluids, excretions, needles, band substances and litter boxes. Our teams are advised to clean around the areas that contain such hazardous materials and in cases of excessive contamination, our team will vacate the area. If our team feels that their personal safety is in danger (someone in the home is intoxicated, vicious animal not contained, exposure to drugs or firearms, etc.), the team will leave the site of the services (the “Premises”) and you are still responsible for the full cost of the scheduled service. We will attempt to reach you by phone if this situation should arise.
Respectful Treatment of Staff
Our team must be treated respectfully at all times. Any abusive, threatening, or inappropriate behaviour toward our employees may result in immediate termination of the service, with the full service fee still applicable.
Plagues
Insect infestation can also be an employee safety risk and may prevent us from cleaning the Premises. If ants, termites, roaches, fleas, bedbugs, etc., are encountered, we will not clean or vacuum the Premises. We will leave the Premises and contact you regarding the problem.
Materials, Tools and Supplies
Scent Cleaning provides all necessary materials, tools, and supplies required to complete the service efficiently and effectively. We ensure that our equipment, cleaning products, and tools meet high-quality standards to deliver exceptional results.
Please note that if a customer chooses to provide any materials, tools, or supplies for the service, we cannot guarantee the quality of work or be held liable for any damages that may occur as a result. It is recommended that customers utilize our provided materials to ensure optimal results and minimize any potential risks.
Fees
The fees quoted in the Confirmation are estimates only and may be subject to change in accordance with these Terms based on the actual condition of the Premises. Scent Cleaning may change its fees from time to time upon notice to you. Fees are exclusive of all applicable taxes.
Payments
For new customers who wish to book our services for the first time, credit card payment will be required at the time of booking. This policy is implemented to ensure the seriousness and commitment of new customers, as well as to secure the availability of our services. Once the booking is made, the corresponding amount will be charged to the provided credit card. For future bookings, customers may choose different payment methods as established in our payment policies.
We accept the following forms of payment: MasterCard, VISA, and cash. MasterCard, VISA, and cash. Payment must be made in full to Scent Cleaning upon completion of service, unless otherwise agreed upon. A $25 late fee will be charged for invoices that remain unpaid for 60 days. Additionally, a $25 fee is applied to all NSF or declined checks.
Access
You have a couple of options for providing Scent Cleaning access to the Premises. We strongly recommend that a key or a door code for the Premises be provided to Scent Cleaning, because your scheduled cleaning time may change for each service appointment. Your key will be kept safe and secure in our key safe. All keys are coded for security and will never have your name or address attached to them.
For your safety, we do not return keys by mail. We ask that you come to your Scent Cleaning office and present a picture ID before a key will be released. Alternatively, your key can be returned to you during your cleaning service appointment.
If it is not possible to give us your key or door code, you will need to meet the Scent Cleaning team at the Premises.
If we are unable to gain entry to the Premises during the One-Hour Arrival Window, a member of our Customer Care Team will contact you via phone and/or email to request further instructions. Our team will wait for a maximum of 15 minutes before proceeding to their next appointment. If the team cannot obtain access within 15 minutes of arriving at the Premises, you will be charged for 100% of your scheduled service.
Security Alarm
If the Premises are equipped with an alarm and/or security system, please ensure that it is in the “OFF” position or inform the Scent Cleaning office of the input sequence and codes before your scheduled cleaning. If you choose to leave the alarm armed, we will not be held responsible for false alarms or misuse of the alarm system.
Scheduling
In order to book your One-time or Recurring Cleaning Appointments, we ask for your Time Preference Window as indicated on our website within the booking tool. We will do our best to schedule your cleaning appointment(s) within your Time Preference Window and will let you know the One-Hour Arrival Window the day prior to your appointment.
When we are provided with a team preference we strive to have the same staff members clean the Premises on a regular basis; however, this is not guaranteed. Due to vacation, illness, termination or other reasons, Scent Cleaning may provide replacement cleaning team members or team leaders from time to time.
If, due to the unique nature of the Premises, our team is unable to complete your cleaning within the amount of time requested, we may call you to ask for authorization to spend more time cleaning the Premises. We will inform you of additional costs accordingly before proceeding with the work.
One-Hour Arrival Window
We provide you with a One-hour Arrival Window relative to your scheduling time preference to allow for factors beyond our control such as traffic conditions, customers adding services, lockouts or cancellations. Leaving a key with your local Scent cleaning office or providing us with your door code(s) are the easiest ways to give us access to the Premises and relieve you from the necessity to be at the Premises to let our team in. We will try our best to meet your scheduling time preference but unfortunately we cannot guarantee this.
Pets Running Away From The Premises
We cannot be responsible for pets that “escape” when our teams are accessing/leaving the Premises. If your pet will be “moving free” during the cleaning, please let us know in advance, so our team can be on alert when they open doors. Our teams are trained to close doors as soon as they enter and exit the Premises and will not leave doors open for long periods.
Clutter
The cleaning will be more effective if our team does not have a great deal of mess with which to contend. If the Premises are heavily messed up this may affect the estimate that was provided and may result in a request for additional time.
Satisfaction Guarantee
We want you to be satisfied with the results of our cleaning services. Because cleaning is a personal and human service, we understand that occasionally an area may not meet your expectations.
Residential & Commercial Cleaning – 24-Hour Guarantee
If you are not satisfied with the quality of our residential cleaning service, please contact us within 24 hours of the completion of your service and identify the areas of concern. We will return to re-clean the identified areas at no additional charge.
Our satisfaction guarantee for residential cleaning does not provide for refunds.
Carpet & Upholstery Cleaning – 14-Day Guarantee
If you are not satisfied with the results of your carpet or upholstery cleaning, please contact us within 14 days of your service date and identify the area of concern. We may inspect the affected area and, where the concern is reasonably determined to be related to our cleaning service, we will make every reasonable effort to re-clean or correct the affected area at no additional charge.
If we are unable to reasonably resolve a qualifying issue related to our cleaning service, we may, at our discretion, provide a refund for the affected service.
Exclusions
This guarantee does not cover:
- New stains, spills, damage, food, drinks, pet accidents, or other substances introduced after our service
- Stains, odors, discoloration, or damage that were present before our service and cannot be completely removed through professional cleaning
- Permanent stains, bleaching, dye transfer, fiber damage, or normal wear
- Damage or results affected by previous cleaning attempts, treatments, chemicals, or products
- Pre-existing damage or deterioration
- Conditions related to the material, age, construction, or condition of the carpet or upholstery
- Circumstances outside our reasonable control
Professional cleaning can significantly improve the appearance of many stains and odors, but complete removal cannot be guaranteed. Results may vary depending on the material, age, type of contamination, previous treatments, and condition of the carpet or upholstery.
TO THE EXTENT PERMITTED BY APPLICABLE LAWS, EXCEPT FOR THE FOREGOING GUARANTEE, SCENT CLEANING DISCLAIMS ALL GUARANTEES AND CONDITIONS, EXPRESSED OR IMPLIED, IN RESPECT OF ITS SERVICES.
Cancellations
• With more than two business days (48 hours) you will be refund 100% of your scheduled service
• Within two business days (48 hours) but more than one business day (24 hours) you will be charged 50% of your scheduled service
• Within one business day (24 hours) you will be charged 100% of your scheduled service
• If you notify Scent Cleaning upon arrival that we cannot enter the Premises, are unable to begin or complete the scheduled service for any reason, including but not limited to the client denying access to the Premises or requesting that the team leave early, you will be charged for 100% of your scheduled service.
Rescheduling
We require 24 hour anticipated notice for reschedules. Notice of reschedule within 1 day (24 hours) will be considered as a cancellation of service and you will be charged for 100% of your scheduled service.
Incomplete Service Due to Client Decision
If the client prevents the completion of the agreed service (e.g., refuses the service, denies access, or asks the team to leave early), the full service fee will still apply
Pictures of Before and After Work
For first time customers, one-time customers and recurrent customers we take before and after photos of our work. These pictures are used for training, proof of performance as well as promotion. If you do not want pictures taken of work areas for promotion in your home, please notify us when you schedule your cleaning.
Damage/Loss to Property
Scent Cleaning is bonded and insured. You must notify us of any damage to or loss of property within 48 hours after completion of the applicable service.
Key replacement/locksmith fees are paid by Scent Cleaning only if keys are lost or miscoded by Scent Cleaning or its employees.
Scent Cleaning will not be liable to you for:
– Loss or damage to any items that are not secured in a proper manner (such as heavy pictures hanging from thumb tacks, not anchored properly to walls, etc.)
– Any pre-existing damage such as scratches or dings in windows, paint, furniture, floors or walls, etc.
– Damage due to faulty and/or improper installation of any item
– Failure of any surfaces (marble, granite, etc.) to be properly sealed and ready to clean without causing damage
All fragile and highly breakable items must be secured or removed by you prior to the cleaning appointment. If you have items you prefer we do not clean or handle, please contact our office and we will arrange to avoid those items.
Limitations and Exclusions of Liability
SCENT CLEANING SHALL NOT HAVE ANY LIABILITY TO YOU OR ANY THIRD PARTY OR BE REQUIRED TO PAY ANY COMPENSATION TO YOU OR ANY THIRD PARTY IF IT IS UNABLE TO PERFORM YOUR SCHEDULED SERVICE FOR ANY REASON.
SCENT CLEANING’S LIABILITY FOR KEY REPLACEMENT AND/OR LOCKSMITH SERVICES IS LIMITED TO $100 PER PREMISES.
SCENT CLEANING’S LIABILITY FOR ANY DAMAGE TO OR LOSS OF PROPERTY IS LIMITED TO 10 TIMES THE COST OF THE SERVICE CHARGE ON THE DAY IN WHICH THE DAMAGE OR LOSS OCCURRED.
SCENT CLEANING SHALL NOT BE LIABLE FOR ANY BODILY INJURY OR ILLNESS (INCLUDING DEATH) ARISING OUT OF OR IN CONNECTION WITH ITS SERVICES.
SCENT CLEANING SHALL NOT BE LIABLE FOR ANY INDIRECT, PUNITIVE, CONSEQUENTIAL, INCIDENTAL OR SPECIAL DAMAGES (INCLUDING, WITHOUT LIMITATION , LOST PROFITS, BUSINESS INTERRUPTION, THE COST OF PROCURING SUBSTITUTE SERVICES, LOST OPPORTUNITY OR REPUTATIONAL LOSS OR DATA LOSS) ARISING OUT OF OR IN CONNECTION WITH ITS SERVICES, EVEN IF SCENT CLEANING IS MADE AWARE OF THE POSSIBILITY OF SUCH DAMAGES.
Attrition
Over the years attrition can accumulate. Baseboards, bottom of showers and tubs, mold/mildew, excessive water spots and soap scum on glass shower doors, worn flooring grout lines, window tracks, etc. are all areas where wear and tear will have an outcome on the final look of the cleaning. These areas, in some cases, may not be possible to improve by cleaning, or will take several services to improve.
Employee Referral Fee
Should you hire a present or past Scent Cleaning staff member to provide any cleaning services to you outside of your agreement with Scent Cleaning, you agree to pay to Scent Cleaning a referral fee of $5000. This fee is due within 30 days of demand from Scent Cleaning. If this fee is not paid, Scent Cleaning reserves the right to pursue all available methods of collection.
Carpet Cleaning
We will do our best to remove your stains however we cannot guarantee success. If your carpet contains a large number of spot stains an additional cleaning charge may apply. Our technician will discuss this with you before commencing work. Please vacuum your carpet prior to the technician’s arrival. Failure to do so may result in additional charges.
Privacy
By using our services, you consent to the collection, use, disclosure and retention of your personal information by Scent Cleaning as set out in the Privacy Policy, which may be amended from time to time and which is incorporated into these Terms. The Privacy Policy sets out the types of personal information that we collect through your use of our services, and the purposes for such collection, use and disclosure.
Miscellaneous
The legal relationship of you and Scent Cleaning and the interpretation of these Terms is governed by the laws of British Columbia. If anything in these Terms is unenforceable, illegal or void then it is severed and the rest of these Terms remain in force. Failure by Scent Cleaning to assert any of its rights under these Terms shall not be construed as a waiver thereof.
Scent Cleaning Ltd: Terms and Condition
