

Hey There
Thank you for placing your trust in Clean Home Professionals for your cleaning services. We are committed to providing you with the highest level of service and satisfaction. To enhance your experience and support our dedicated staff, we have recently updated our policies and terms. Please take a moment to review the changes outlined below. We appreciate your continued support and look forward to serving you better!
Best regards,
The Clean Home Professionals Team
Clean Home Professionals Policies & Terms
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Privacy and Confidentiality
Clean Home Professionals and its employees will not share your personal information with anyone.
Without your permission, we will never post any information regarding your home. With your permission, we will not include any of your personal images with our posts.
Billing & Payments
For your convenience, Clean Home Professionals accepts the following forms of payment: E-transfer, cheque and/or Gift Certificates. We can also accept Credit Card payments if arranged. Please note Credit Card (Visa/Mastercard) payments are subject to a 4% fee. We do not accept cash, however you are welcome to tip your cleaner with cash.
We have updated our system to send out an invoice the day of the cleaning, to ensure invoices are sent out properly and no invoice gets missed. Should there be an issue regarding your invoice, kindly advise Clean Home Professionals management.
Payment is due at the time of service or upon receiving an invoice. Should your payment not be made before your next scheduled cleaning, you may result in a rescheduled cleaning until that payment has been made.
All E-transfers MUST be made via email to:
cleanhomeprofessionals@gmail.com
Please do not send text payments.
Alarm System
If your home has a security system, please inform us how you want to handle it. Please note that it is not necessary for you to disarm your alarm systems on the day of our cleaning. If you contact your alarm company, they can assist you in programming a code that is unique to our company, which can then be provided to our office. Security and safety of your home is a major concern at Clean Home Professionals, and our employees are sensitive to security and access procedures. Our policy is to lock the door while we are cleaning and to not allow access to unknown persons. Please do not rely on us to let in workmen during the time we are in your home.
Pets
Your pets are members of your family, and we respect that. However, if your pet is afraid of vacuums, is territorial, or rough and will not allow us to do our work, we may suggest that they be placed in areas that we are not working in (i.e., garage, kennel, etc.). We will not pick up pet droppings. This includes cleaning of litter boxes and dog kennels.
Arrival Time/Hours
Our residential cleaning hours of operation are from 8:00 AM to 6:00 PM. Many things can affect our schedules, such as cancellations, lockouts, weather conditions, or customers adding services. However, we will strive to meet your cleaning needs with respect to arrival times. Our administrative team will send you updates via text or call if an employee is running late, or has had a cancellation before your cleaning.
Shoes
All Clean Home Professionals employees are required to wear their ‘indoor’ shoes while they are in your home. This is a WSIB regulation to help ensure that our employees are kept safe at the workplace and to prevent any falls or injuries.
Cancellation Policy
Things come up, and we understand. However, we kindly ask that if you need to cancel, skip, or reschedule a cleaning, you notify us 48 hours before your scheduled day. That will allow us to reassign your cleaning technician to another appointment so they do not result in a loss of hours. If we cannot access your home due to a lockout, it will be necessary for us to charge the full price of your cleaning. Please correspond all requests and changes directly to your cleaning coordinator. Please do not communicate these important details with your cleaners.
If for some reason you wish to terminate service with Clean Home Professionals, please be sure to submit this in writing to our office.
Any clients that terminate their service for more than one month at a time will be subject to our current hourly rate.
Cleaning Supplies
We will not bring any harsh chemicals into your home unless specifically requested by the homeowner. All items that our cleaning technicians carry in their kit are items that will not cause harm to your home, your family or your pets. All products we use are everyday products that you can purchase from your local grocery store. We do ask in every assessment if there are any allergies or sensitivities to scents or products.
Release of Liability
Should you decide you would like us to clean items of monetary or sentimental value, etc. (With the exception of inside of china cabinets etc.) the following will apply: Client hereby releases Clean Home Professionals from all liability arising out of cleaning these items, and the client understands that he/she is completely responsible for repairing or replacing any damaged items, even if an employee of Clean Home Professionals may have caused the need for repair or replacement.
Keys
Ninety percent of our clients leave a key to their home at our office, and we take extreme measures to protect each key and your home. We assign every customer key a specific colour coordinated tag that has the last name ONLY on it. No further identifying information is ever put on any key.
Keys are issued to your cleaning technician on the day of your cleaning and checked back in after their cleaning day is finished. If we were to misplace your key, we would pay to have your home re-keyed. A document will be provided to you indicating that we are in possession of your key. All keys are immediately returned upon termination of service. However, for your safety, we do not return keys by mail. Customers must call the Clean Home Professionals office to arrange to pick up their key in person. Please note that photo ID is required before a key will be released.
If you decide not to issue a key to Clean Home Professionals, and no one will be home during the cleaning, you may choose to leave a door unlocked or place a spare key in a secured place for the cleaning technician to gain access to your home. In this case, you release Clean Home Professionals of any liability that may arise from any damages or theft to your home as we cannot guarantee that we are the only ones who will have access to your home that day. The Key Release of Liability document will be provided to you indicating that we are not in possession of keys to your home.
Insects
Insect infestations can be a problem and may prevent us from completely cleaning your home. If an infestation of ants, termites, roaches, fleas, etc., is encountered, we will not clean or vacuum the area. Please do not expect us to clean up dead insects that you've sprayed (i.e., ants, etc.). We will leave you a note or call you regarding the problem.
Distractions
It is important for us to have access to every area of your home that we will be cleaning. In doing so, we need to work freely and without distractions. Excessive visiting with your cleaning technician (beyond cleaning instructions) prevents them from being 100% focused.
Every effort is made to work safely and cautiously, and we cannot assume liability for injury to others. In order to prevent safety hazards (such as tripping over buckets, caddies, vacuum cords, etc.), we kindly ask that you, your children, and pets remain out of the rooms that we are cleaning. You may return once we are finished.
Firearms
For our protection and yours, in the unlikely event that you have firearms, we ask that they be stored and locked away prior to our cleaning your home. We will not clean any rooms in which a firearm is visibly present.
Wear & Tear
The longer we live in our homes, the more wear and tear builds up. Baseboards, the bottoms of showers and tubs, mold/mildew, excessive water spots, and soap scum on glass shower doors, worn flooring (wood floors may need to be refinished), grout lines, window tracks, etc., are all areas where wear and tear will affect the final look of the cleaning. These areas may take more than one cleaning to improve in appearance or may not come clean at all.
Damages
Accidents do happen. If we are responsible for damages to your home or items in your home, we will leave a note for you and place a follow-up call. We make every attempt to repair, replace, or pay for any items that we have damaged.
We will assume no liability for items not secured in a proper manner (e.g., heavy pictures hanging from thumbtacks, not anchored properly to walls, etc.), pre-existing damages, scratches, dings in windows, paint, furniture, floors, walls, etc. Items of monetary or sentimental value should be put away on the day of cleaning and/or cleaned by the homeowner.
All surfaces (i.e., marble, granite, hardwood floors, etc.) are assumed to be sealed and ready to be cleaned without causing harm/damage when common cleaners are used.
Limitations/Disclaimers
Our employees are very important to us, and we are very serious about keeping them safe, so they do not climb higher than a 2-step ladder, move anything heavier than 35 LBS, or clean up vomit, blood, urine, or excrement. These types of activities put our employees at risk of injury or infection. Please remove soiled bed linens before we arrive. We will replace them with clean linen that has been left on the end of the bed. We are also unable to wash exterior windows or complete work on the exterior of your home; however, we can gladly refer you to a professional.
For prevention of damage, please ensure all of your heavy furniture has felt on the legs, this way we can slide the furniture to clean underneath.
If an employee feels that their personal safety is in danger (for example, if someone in the home is intoxicated, or there is a vicious animal not contained), and the employee leaves the job site, the client is still responsible for the full cost of the job. We will attempt to reach you by phone if this situation should arise.
Gift Certificates
Gift Certificates are available in any amount. Please call or email the office for more information.
Collections
In the unfortunate event that we are unable to collect on past due payments, accounts will be forwarded to the local credit bureau.
Tipping
Clean Home Professionals never requires tipping, but it is a powerful way to say thank you to your cleaning technician. Remember your appreciation need not be monetary. A personal note from you expressing your appreciation for their service can mean a great deal. All tips go directly to your cleaner. Tips can be left during the clean, or sent in with your invoice payment.
24 Hour Guarantee and Refunds
We want you to be 100% satisfied! If at any time there is a legitimate concern in regards to your cleaning, you must call our office within 24 hours of the cleaning. Though we do not offer refunds, if we are contacted within 24 hours we will gladly return to re-clean the area(s) of concern.
Please note: there are no refunds for gift certificate purchases.
Quality Control
We want to provide you with a perfect experience in quality and customer service. With that in mind, please let us know if there is ever an issue with any of your cleanings. Constructive criticism refines us. We want to be the best!
Google Reviews
If you are pleased with your clean, we highly invite you to submit a Google Review on our Google Business Page. Please note, if you mention your cleaner directly, we will tip them $20 to acknowledge their hard work!
