Terms & Conditions

1. Introduction

These terms and conditions outline the agreement between Cleaner by the bay and the client ("you" or "your") for the provision of cleaning services. By booking our services, you agree to the following terms and conditions.

2. Booking and Payment.

All services must be booked in advance. Payment is required upon completion of the service unless otherwise agreed upon. You are not charged until after your service has been completed. If you are a new customer or have booked a one-off service, we will contact you the next business day after your service to ensure everything went smoothly. If we are unable to reach you, we will make two more attempts before charging your card on file. For regular services, your card will be billed the day after the service.

3. Cancellations and Rescheduling

Cancellations or rescheduling must be made at least 24 hours before the scheduled service time. Failure to do so may result in a cancellation fee of $50. We reserve the right to reschedule or cancel a service due to unforeseen circumstances, such as extreme weather or staff illness.

4. Customer Happiness Guarantee

Our Customer Happiness Guarantee represents our commitment to you. Should you have any concerns about the cleaning service you have received, we will work with you to make it right.

Here’s how it works:

of the concerned areas may be required before we can schedule a revisit or process any refunds.

We will reschedule the cleaning at no cost to you on the following business days. Our team will return to address the areas of concern. Please note that re-cleans must be completed within 7 business days of the last service.
If you still have concerns after the re-cleaning, we will review the issues once more. If we are unable to address your concerns, we will fairly provide a credit or a refund.

5. Breakages and Loss Policy

Our cleaning professionals take great care while servicing your home. If there is a breakage or loss during your cleaning, please notify us within 24 hours of the service via email or phone. Include a photo and estimate of the damages. We will do our best to repair or replace broken, damaged, or lost items.

We reserve the right to contract suitable professionals to repair damages and will arrange payment

directly with them. We are not responsible for breakage due to normal wear and tear, deterioration

from age, or damage caused by improper assembly, construction, or mounting. Please inform us immediately if any items in your home require this type of attention.

6. Hoarding Conditions

If the condition of your property exceeds what is covered by our cleaning packages, our cleaning teams have the right to re-evaluate rates. The service may be refused due to the incorrect description of the job.

7. Late Cancellations/Rescheduling

All cancellations or rescheduling must be made at least 24 hours prior to the scheduled service date. Cancellations made within 24 hours may incur a $50 cancellation fee to cover the cost of disrupted service. Repeated cancellations may result in the termination of service.

8. Accessibility

Please ensure that our cleaning professionals have full access to your home during the service. This includes running water, electricity, and the ability to complete their job without interruptions from other service providers. Pets or minors should be monitored to prevent interruptions.

9. Property Access

If you will not be home to let us in, please provide entry instructions and, if necessary, an alarm code. A $50 fee may be applied if the cleaning professional is unable to access the property. This fee covers lost travel time and fuel expenses.

For security reasons, we do not accept keys from customers. We recommend using a key lockbox as a

secure and convenient way to give teams access to your home. If you have any entry or alarm instructions, please add them to your booking notes or contact us directly.

10. Payments

All clients will be invoiced for our services. If you are a new customer or have booked a one-off service, we will contact you the next business day after your service to ensure everything went smoothly. New clients are required to pay within 24 hours of receiving the invoice. Failure to pay the invoice within this timeframe may result in the initiation of debt collection procedures.

11. Photos

On some occasions, we may ask our cleaning teams to take photos and send them to our office to assist us in providing the highest level of support. If you are present, we will always ask you before taking any photos. If you are absent, we may still proceed to take photos; however, please note that all photos are used strictly for purposes related to your service, and we take your privacy very seriously. If you would prefer those photos, not be taken, please let us know prior to your service.

12. Safety

We work in teams of 2 cleaners for safety reasons. If you’ve booked 1 cleaner for 2 hours, we may send 2 cleaners for 1 hour. Rest assured, you’ll still receive the same total cleaning time, just completed more

efficiently.

For safety reasons, our cleaners are not allowed to move or lift heavy items, nor do they clean high-reach areas (more than two steps on a ladder). If you would like us to clean behind large appliances or

furniture, please move them before our arrival.

13. Unpredictable Events

In the event of unpredictable circumstances such as car accidents, traffic blocks, or family emergencies, we reserve the right to cancel or reschedule services. We are not liable for any outcomes resulting from such events.

14. Right to Refuse Service

We reserve the right to refuse or cancel service for any reason, including if our professionals feel threatened, unsafe, or uncomfortable; if the job cannot be completed within the maximum time limit set; if the condition of the property is not as described; or if the job requested is not as described.

By booking our services, you acknowledge that you have read, understood, and agree to these terms

and conditions.