Our Policies

At Impeccable Home Cleaning Services we value our clients, staff, and community reputation as a professional, confidential, and quality assured residential and commercial cleaning service. In order to maintain a standard of excellence in all that we do, we have developed policies that are important for our clients to be aware of. 

Becoming a Client 

All new clients will be required to complete a custom quote, providing us with the essential information we need to provide an estimate, based on the services of our Full Clean Package. This can be done here on our website. 

All new recurring and one-time accounts will be emailed an estimate for the regular cleaning service requested upon completion of the form. We follow up with a home visit appointment to confirm the estimate is in the correct range before scheduling and carrying out the cleaning contract.  

The first clean typically takes longer than the subsequent ones. We bill the first clean based on the actual hours required to complete the scope of work you have contracted with us. This also applies to one-time deep cleans.  

If the account is to be recurring on a schedule, the regular price established in the email and confirmed at the initial home visit will be charged by automated invoice in the same amount each time the service is delivered. 

All clients are required to sign a service agreement at the time of the initial home visit to confirm the scope of work, and agree to same-day payments wherever services are delivered by method of saved credit card information. Clients will be invoiced and then charged on the same day the clean takes place each visit. Receipts are provided in real-time via email. 

Consent to Save and Charge Your Credit Card 

As all of our services are directly tied to the compensation of your cleaner, we require payment on delivery of the service. This reason is why we have a saved credit card payment policy. The easiest way for all parties to support a positive outcome is to provide your contracted services and collect payment from you as conveniently as possible, on the same date. 

We take your privacy seriously and protect the confidentiality of all personal and financial information that we require for the completion of our services in your home. Our finance system is backed by a secure data storage provider that is commonly used all over Canada. Your credit card information will be stored securely and all clients must sign a consent form to authorize our use of the card. 

Should you require an alternative way to pay, you may make this request at the time of the initial home visit. All accounts are subject to the same terms and conditions regardless of payment method. Alternative payment methods may not be offered, or may be cancelled if payments are not received on time. 

Missed or Late Payments

If your saved credit card has expired or is declined for any reason when charged the day of your service, the system will re-attempt the charge 24 hours later. If this second attempt does not produce a completed payment, your account requires your immediate attention. 

A service charge of $25 will be applied to all accounts who fail to remit payment within 48 hours of their service delivery date. No further services will be provided until the account has been paid in full, and your regular scheduled service is in jeopardy of being allocated to another client whenever payments are made more than 48 hours from the cleaning completion time. 

The company will contact you in the event of default and will support you to reconcile your account as much as reasonably possible. We equally value the retention of our clients and timely compensation for our staff. 

Equal Billing and the Reconciliation of Accounts

As we provide equal billing in an effort to help our clients accurately budget for their recurring service fees, we also undertake a reconciliation process, similar to the way utilities conduct equal billing processes. 

Every quarter, we examine all accounts for any balancing required for hours worked in your home and the hours charged to your account. Should the clean take longer than estimated due to volume of work increasing and the cleaner logs more hours to your account than charged, you will be sent an adjusting invoice to balance the account. This process may result in a change in your recurring invoice amount, to be authorized by you before any changes are made. 

If clients wish to put a cap on hours worked in their home and limit the cleaner to a specific number of hours to ensure no further billing is made, they can request this limit be placed on their account. In the event the volume or scope of work increases when this option is selected, the client will forgo certain aspects of the clean in order for the cleaner to manage higher demand in other areas of the home. The client may specify items that can be skipped and those that should be prioritized in this case. 

 

Preparing for Your Clean

There are a few things you can do before your scheduled clean to ensure that you receive the best service possible. The following steps are not necessary, but are recommended to ensure you access the best value for your money with efficient service delivery.

•Tidy prior to the cleaner arriving, clearing surfaces including counters and floors  

•Ensure you have arranged a safe entry method to your home for the cleaner

•The fewer people home, the easier it is to clean. Arrange to be out if possible

•Place pets in a safe and secure environment as required or requested 

•Ensure your payment information is up-to-date

Cancellations, Risk and No Access 

We understand that our clients have busy and dynamic lives that may lead to last minute changes we all need to address. All clients are expected to notify the company 48 hours in advance if they need to cancel their scheduled clean. In many cases, rebooking for another time in the week may be possible. If the clean is re-scheduled within the usual period of time between cleaning visits, the original invoice and payment date will apply. 

In the case where the clean is cancelled with 48 hours notice from the start time of the clean, the regular invoice will be skipped entirely. 

If we do not receive at least 48 hours notice, your invoice may be due and you may be charged on the date of your scheduled clean based on the status of your account.

In the event that an Employee is cancelled at the door or is locked out of the home and cannot fulfill the scheduled appointment, the client will be billed and charged for the full price of the clean as usually charged. 

It is important for the health and safety of our workers and your home insurance provider that all work completed at your home is safely done. In the event anything unsafe is observed at the home such as construction work, open/live wires, flood, fire damage, icy walkways/steps, aggressive pets, severe contagious illness in the home, or otherwise unsafe to report to work, our Employees have the right to refuse unsafe work. If the client cannot remedy to make the workplace safe within 15 minutes of our Employee’s arrival to the scheduled clean, the Employee will depart and the client is charged in full for the services. 

Misconduct or maltreatment of our Employees is not acceptable and will not be tolerated. Any incidents of harassment, discrimination, abuse, or intimidation will be met with appropriate and swift action. 

 

Tandem Cleaning

From time-to-time in order to meet operational needs, there may be a team of two cleaners working in your home. In the event that this happens, the usual fee you are charged for recurring cleans will remain the same.  

We do this on occasion with the understanding that doubling the team can cut the time in half. In this case, fewer hours are needed for the completion of the clean but both cleaners will clock in. We will use the hours of both cleaners when performing reconciliations in the event of tandem cleans on your account. 

 

Limitations of Liability 

All cleaning will be done from the floor or not performed at heights greater than two steps up on a step ladder according to Ontario Provincial Workplace Safety Standards. Any work that must be performed higher than that requires a working at heights certificate which our Employees do not possess. All work requested to be performed at heights will be declined. 

Any heavy furniture or appliances that must be moved prior to a deep clean must be done by the client or their representative. This avoids injury to the Employee as well as scratches and damage to flooring and furniture. Replacement of those appliances after cleaning is also the responsibility of the client. 

Any surfaces that are not tidied for cleaning will be cleaned around. For example, a dresser where the top is not visible due to items placed on the top will not be wiped or dusted. Any rooms where there are excessive items on the floor may result in additional charges. 

We do not assume liability for improperly or loosely installed fixtures.This includes light fixtures and shades as well as hanging wall decorations and photographs. This also includes any window coverings, blinds etc., that are not properly fixed.

Venetian blinds will be dusted. Washing blinds is considered a deep cleaning task and the client is responsible to take the blinds down prior to the scheduled clean.

All pets must be reasonably contained during the course of the clean. Arrangements for placement and handling of pets will be discussed during the initial home visit. 

Client FAQ

Q: How long will my cleaning take?

A: Our cleaners typically spend 3 to 4 hours in a home that is approximately 2000 square feet. Pets and other variables may affect these times.

Q: Do I provide cleaning products or do you?

A: We provide the cleaning products with the exception of specialized products such as stainless steel wipes or any specialized floor cleaners that you may wish to have used on your floors. We ask that you provide paper towelling. 

Q: Do you have environmentally friendly cleaning products available?

A: Yes! We are pleased to feature a product by Young Living Essential Oils, a non-toxic, environmentally friendly, and wonderful smelling cleaner called Thieves Cleaner. This cleaner can be used throughout your home for everything from floors to windows. 

Q: What is NOT included in my cleaning?

A: The Impeccable Clean will leave your house sparkling from top to bottom. From time-to-time, clients find they need a little extra cleaning done. Jobs such as washing blinds, baseboards, ceiling fans, heavy cleaning of appliances, and doing laundry are not part of a regular clean but can be added if needed. Cleaning inside closets is not included. Please let us know if you are interested in any additional services and refer to our client service request page to submit your additional service request. We respond to those requests as they occur and will do our best to meet your needs in a timely manner.