1. INTRODUCTION
Welcome to Top Cleaning! When you hire our services through any medium (like phone, email, or our website), it means you're saying "yes" to the terms and conditions laid out in this document. So, it's important you spend some time going through them. If anything's not clear, don't hesitate to ask.
2. OUR SERVICE PROMISE
Quality Assurance
At Top Cleaning, we're all about giving you the best possible cleaning experience. If, for some reason, you're not completely satisfied with the cleaning, let us know within 24 hours of the service. We'll then send our team back to your place to re-clean the areas you're not happy with. This would be scheduled within the next 24 hours on working days. Please remember, we do not offer refunds unless we've had the chance to make things right.
Transparent Pricing
We are committed to offering you fair and transparent prices. However, it's worth noting that prices or discounts might need adjusting if we find out that your home's cleaning needs are a bit out of the ordinary or the wrong booking options were picked.
Respect and Trust
We understand that by letting us into your home, you're placing a lot of trust in us. If there are any issues with the service, we kindly ask for your understanding. Our cleaning pros are human too, and sometimes, we might miss a spot. But not to worry, we'll quickly rectify the oversight and re-clean the missed area as per your convenience.
Pets
We love pets! But to ensure we can focus on cleaning your home well, we request you to please secure your dogs in a room we won't be cleaning or in a dog crate.
Clutter
To maintain our cleaning speed and affordability, we kindly ask that you clear any items (beyond five) from areas that need dusting or cleaning. If an area is still cluttered with more than five items, we'll clean around them as best as we can without moving them.
Extreme Clutter
Please note that we're unable to clean areas with extreme clutter due to the additional time and resources it would require.
Services We Do Not Provide
Just to be clear, there are certain services we don't offer. This includes washing dishes, doing laundry, shopping, clutter removal, carpet cleaning, upholstery cleaning, cleaning high-reaching windows, heavy lifting (over 25 lbs), or cleaning bodily fluids, toys, pet waste, or any other biohazards. However, we can definitely help with minor bathroom areas. For safety reasons (and insurance restrictions), we won't climb higher than a chair.
3. ACCESS
Key Access
If you'd like to provide us with a key for access, rest assured we will handle it with utmost care. We use a coded lockbox system, so your keys will never be marked with any identifiable information.
Security Systems
If your home has a security system, please ensure it's turned off before our team arrives. If you need us to work with the system, let us know ahead of time.
4. CANCELLATIONS
Client's Cancellation
We understand that sometimes life happens and you may need to reschedule or cancel an appointment. If that happens, please let us know at least 24 hours before the scheduled cleaning time to avoid any cancellation charges. If the cancellation happens within 12 hours, we will have to charge a cancellation fee equal to 50% of your cleaning service price.
Top Cleaning's Cancellation
We promise to respect your time and adhere to our appointments. However, sometimes unexpected things happen and we might have to reschedule your cleaning. If this happens, we'll contact you as soon as possible to arrange a new date and time that works for you.
5. DAMAGE OR LOSS
Despite our carefulness, accidents can happen. If it does, we promise to let you know as soon as possible. Top Cleaning is not responsible for damage due to faulty and/or improper installation of any item. All surfaces (i.e., marble, granite, hardwood floors, etc.) are assumed sealed and ready to clean without causing harm.
In case of loss or damage, we'll make every effort to have the item repaired, or if it cannot be repaired, we'll compensate you for it.
6. PAYMENT
We'll need you to pay for the cleaning services at the time of booking. This can be done via credit/debit card or any other payment method mentioned on our platform. We accept all major cards. Your card details will be encrypted and stored securely.
7. COMPLAINTS
In the unlikely event that you're not satisfied with our service, please let us know within 48 hours. We'll make every effort to resolve the issue and, if necessary, send a team for a reclean within the next 24 hours on working days.
8. YOUR ACCEPTANCE
By hiring our services, you acknowledge that you have read and understood these terms and conditions and you agree to be bound by them. If you disagree with any part of these terms, please contact us before engaging our services.