Term and Conditions

Description of Services

Marvalous Cleaning Inc is an entity that provides premium quality cleaning services to both residential and commercial properties. We have developed some key terms and conditions by which we operate.

Use of our Marvalous service constitutes your acceptance by these terms and conditions, by requesting a service with us through our website, email, phone.

Service Arrangements

  1. Our Cleaning Technicians are fully equipped with professional training and are responsible to provide the highest quality cleaning services mixed with courteous attributes.
  2. Our Cleaning Technicians work in groups of two or more, depending on the task and job site. The team leader will ensure all the details mentioned in your request are well done. We do our best to keep the same team leader assigned however we cannot guarantee it. Illness, promotions, vacations, and other instances can all result in a team change or a change of a technician on a team. We will notify you should we have such a change, but we still promise the same high-quality service and care will be maintained.
  1. Should you have any concerns as outlined between our office and client, these should be reported within 24 hours of service date. We also welcome accompanying images to highlight your concern. We guarantee to send a staff to correct the issue in the mentioned areas within 48 hours. As always, we promise you a WOW experience!
  2. Should our client is not satisfied with the standard of service provided by our staff member, we will give our full effort to find a replacement as soon as possible.

Limitations to Our Service

  1. We do not clean ceilings and widows inside that are higher than 9-feet and/or unreachable with a two-step ladder. We do not clean windows outside, except glassed balcony/ patio doors.
  2. We do not climb on furniture or any object to reach high areas. Our limitation is a two- step ladder which will assist us in reaching the top of areas such as above refrigerators, kitchen cabinets, and the top of windows in standard ceiling height rooms.
  3. We do not clean inside cabinets or bookshelves; however, we provide surface dusting only to, chandeliers, vintage furniture, crystal and other breakable items.
  4. We do not move heavy/large furniture and items, unless they are on wheels and easily portable. Our technicians will carefully clean underneath and behind these furniture as much as the space allows.
  5. We do not clean areas that are infested with pest, bed bugs, as well as animal, human and biological waste. We do not clean in an environment that has health endangering equipment or items. We do not serve properties where there is no running hot water, no electricity or proper lighting conditions. Please be advised that there are professionals who can handle such environments. We reserve the right to refuse any work, be paid for the time traveled and spent on the location, upon discovering that the environment is not up to a livable standard as per the needs of the average public member. 
  6. For after renovation and preconstruction, move in/out services, we do not clean or remove: glue stains, paint stains, tape and tape stains, handle any other equipment and supplies than ours, or work in properties where renovation or construction is still ongoing. We do not take responsibility over such work as we are not trained or equip, and we risk causing any damage.

Cleaning Supplies and Equipment

  1. Our prices include cleaning supplies and equipment, with the exception of vacuum(optional) and specialized supplies.
  2. You may prefer us to bring our own vacuums, of course we can, the vacuums we have might be smaller than regular size or robot vacuum. For hygiene and allergy-safe purposes, we still strongly advise that you provide your own vacuum cleaner.
  3. If you choose to provide your own cleaning equipment and supplies, please ensure you are fully supplied for us to provide a complete service as requested. However, we will ensure to perform the service as expected with the supplies or equipment you provide. Please note that all cleaning supplies and equipment gives various kinds of results, therefore we cannot guarantee the final expected results or that we will perform the full service in the slotted time. This will result in extra charges for the extra time needed. Basically, we don’t take responsibility for poorer results in this case, and we do not take responsibility of any damages caused by using your cleaning supplies or equipment.
  4. We ask all clients to provide their own toilet brush.

Your Promise to Keep

  1. Be organized for the day of the service. This will enable us to concentrate on performing your service as quickly, efficiently, and with attention to details. Unless we have arranged additional services like organizing, tidying up, washing dishes, washing, drying, ironing, and folding clothes, please make sure these tasks are not in our cleaning areas. We want to be able to deliver that WOW feel as promised without hindrance or distractions.
  2. Kindly allow us full access to your facility and disable any alarm system or advise us how to gain access. If we are unable to enter your home or office, we will bill you for the lost time our staff awaits entrance. We will not be able to guarantee that we will complete your full service if our staff begins later than scheduled because of delays on your part. We aim to offer all our clients a punctual service and we cannot sacrifice the service of another client to complete your job. Thanks for understanding.
  3. Kindly ensure that all confidential information, your valuables, money, jewelry, and even fragile items are completely put away. We ensure that all our staff have gone through thorough background checks, are well trained and with courteous attitude. However, we do not take responsibility for keeping a watchful eye over your valuables, breakable items, personal items, money, breakables.
  4. We will not take responsibility for improper installation of chandeliers, countertops, flooring, furniture, and home decorations. Our staff will ensure that we treat all your delicate items with the very best of care to avoid any kind of damages. We clean assuming that everything in your home or office is properly and safely installed and secured. Please tell us of any item that require special care/attention and how we should handle.
  5. Any customized service that is required will not be accepted on the scheduled day of cleaning. Should you require additional services, or wish to customize your service, please advise us 48 hours in advance. Advise our technicians of any special instructions/requirement you might have as soon as they arise.
  6. If you have specific instruction for our team, kindly let us know so we can schedule the extra time needed. Our service time begins once our staff gain access to your property. Any instructions given to our team during the scheduled time can prevent the completion of duties in the schedule time. As a result, we will be forced to bill you extra for the time needed to complete the service. We kindly ask you to communicate with our office should you have special instructions during the service period. Our office is in continuous dialogue with our staff. For your extra care, upon your request, we offer 15-minute free-of-charge instruction session prior to your service start time with your serving designated service team, however, please note that this time should be requested at the time of your booking.
  7. We understand that you might have your child, baby, caregivers, or other workers present while we perform our services. Please understand that we are not responsible for the quality of work or take responsibility for any damages, unless we notify you directly of these damages. We also cannot take responsibility for any health concerns these individuals may have or face as a result of the cleaning supplies and equipment we use during the service. Please know that we cannot perform efficiently if they interfere with our work.
  8. Pets are apart of the family, and we adore them. However, for their safety and for the efficiency of our staff, please ensure pets have their own designated area during our service period, where they wont be disturb. If containing them is a challenge, we understand, but please give us detailed instructions on how to approach them and work around them. We do not guarantee the highest quality of service when they are around us. Paw prints and pet hair quickly get stuck to wet surfaces. We also do not guarantee their safety while we work, as cleaning supplies do have some chemicals in them. Also, we enter and exit your home, and we do not guarantee that they may not slip past us outdoors. In other words, we do not take any responsibility over your pets’ safety and behaviour while working in your home.

Payment Structure

  1. Whatever total service hours are booked; the time slots are shared by the number of staff assigned to complete the job. For example, If we send you two cleaning technicians for a four hour job, they are required to complete the job in two hours. Equally, if you book a four-hour service and you require two technicians, the total service time equals eight hours. The quality of our services is the same and our job will be completed as per total service duration. The benefit to having a team is that they are in and out of the location quicker and no staff feels overly burdened.
  2. If our team should perform more than the scheduled hours because you requested extra work, caused them delays, or didn’t provide them with a proper working environment, this time will be billed and has to be paid immediately after the service.
  3. Our minimum total service requirement is 3 hours long per visit.

Billing Terms

  1. Net Term: Payment is due in full upon completion of cleaning.
  2. Payment methods: We accept credit cards, EFT or E-transfer. We do not accept cheques, except for commercial clients with bookings over $50,000.00 CAD per annum.
  3. Deposit: Deposits apply to one time / sporadic bookings. Bookings confirmed over 48 hours before service require a 50% deposit. Bookings confirmed within 48 hours of service require a 100% deposit. (It is fully refundable if you cancel 48 hours or more before your booking.)
  4. Credit Cards: When you provide us your credit card information, you allow us to process your account balance upon completion of service. When you pay on the website, your payment information is encrypted and sent over a secure connection
  5. Cost to Canceling/Rescheduling – there is a detailed guide in section Cancellation and Rescheduling, which advises of the structure and charges of cancellation and rescheduling.
  6. Bounced checks: Checks returned for non‐payment, (insufficient funds, closed account, etc.) will be charged a $48 bank NSF fee in addition to making good on the payment for services.

Late Payment Fee

  1. All our client agrees that if Marvalous Cleaning Inc has not received payment in full for services rendered within 30 days of the original invoice date, a late payment fee of $30 applies for the first month. Interest will be charged on the fixed rate of 12% per annum on each day that any amount remains outstanding thereafter.
  2. Should our client’s account remain outstanding for more than 90 days, a representative of Marvalous Cleaning Inc will have dialogue at your property in an effort to collect payment in person. In this case an additional $100 minimum call out fee will apply.
  3. Marvalous Cleaning Inc reserves the right to seek a collection agency and provide them with the client’s personal details if the client’s account remains overdue past the 90 days period. This method will also attract all charges incurred by us.
  4. The client agrees that in addition to the amounts set out above, the client will be responsible for Marvalous Cleaning Inc legal costs (on a solicitor and own client or full indemnity basis, whichever is greater) and any other expenses incurred by Marvalous Cleaning Inc in connection with a demand, action, or other proceeding (including mediation, out of court settlement or any action taken for recovery of debt from the client) arising out of a breach of these terms including the failure by the client to pay an amount by the due date.

Cancellation and Rescheduling

Should you have to cancel or reschedule your appointment, we kindly request you to provide us with a 24-hour notice. Please communicate directly to our office via phone or email only.

If you communicate by email, please allow us a 24-hour response time. You agree to pay a cancellation fee of one service hour per technician if you cancel or change the date/time of your service in less than 24 hours prior to the scheduled appointment. If you have provided our staff with a key or code for entry to your property, they must be able to open all locks without any special efforts or skills.

Termination of Cleaning Contract

You agree that if you should terminate our services, you will not hire or use any services provided by any of our current employees or past employees of Marvalous Cleaning Inc. within 3 years of the past employee termination date. Should you choose to hire or use our services provided by any staff (current or past), then you agree to pay Marvalous Cleaning Inc a replacement or transfer fee of $3000.00 per person. You agree to pay this fee whether you notify us of your action, or we discover this independently. All employees of Marvalous Cleaning Inc are aware of this clause which is stated in their individual contracts.

Soliciting

Once you have decided to use our services, you have automatically agreed you will never attempt to hire our employees by any means or to use our employees to provide any services we provide. We have invested in our employees through detailed recruiting, training and constant upgrading. If you wish to hire or use domestic services provided by any of our employees, then you agree to pay Marvalous Cleaning Inc a transfer/replacement fee of $3000.00 per person. You agree to pay this fee whether you or our staff notify us of this action, or we discover this independently. All employees of Marvalous Cleaning Inc are aware of this clause which is stated in their individual contracts.

Tipping

Though not necessary, we are grateful if you choose to show your appreciation for a job well done, and this highly appreciated. Unless you advise otherwise, tips are divided evenly among team members.