Due to COVID-19, we have put the following policies into place until further notice:
To help stop the spread, we are no longer allowing clients to be present during services. We can easily disinfect surfaces, but airborne particles are an issue.
We are now doing touch point disinfection. This includes door knobs/handles and touch plates, light switches, hand railings, desks, telephones etc.
QUALITY OF SERVICE
Client satisfaction is our #1 priority! If you are unsatisfied with anything please contact us immediately and we will do our best to fix it!
Most clients give us a key/code to their home or a code to the garage, but other methods of entry can be agreed upon. Security is very important at ACS. Our policy is to lock the door while we are working and to not allow access to unknown persons.
Prices my vary depending on your chosen services and location. All prices are subject to change. We will do our best to accommodate last minute and holiday/after hour services but extra fees will apply. Please contact us for more information on this. After your services are completed you will receive an invoice via email for the amount owing.
Residential: You have 15 days from the time of invoice, or until your next service to pay your bill, although it is appreciated that you pay at the time of your invoice.
Commercial: You have 30 days from the time of invoice to pay.
We accept mailed cheques or E-Transfer. We do not accept cash or post-dated cheques. A $45.00 fee will be charged for any cheques returned by your bank.
For everyday your payment is late, an additional 3% will be added to your bill. Your services will be postponed until the full payment is received.
For hourly jobs, we charge from the time we arrive on the job, which includes unloading of our supplies and equipment from our vehicle, to the time we have finished working, including the loading of supplies back into our vehicle.
LATE CANCELLATION FEES
We understand your schedule may change. We ask that you contact us no later than noon the day before your scheduled services to cancel or reschedule. Cancellations later than noon the day before are subject to a $50 cancellation fee. The same fee will be charged if we cannot gain access to your property or if you have chosen not to leave the company your key.
If you choose to request a reschedule we may not be able to accommodate your request with the same team member you are accustomed to.
If someone in your home is sick (contagious) please contact us by 7:30am if possible to let us know so that we have time to remove you from the cleaners schedule and waive the late cancel feel. We will be happy to reschedule your cleaning to a day when you are feeling better.
Please call us in advance for additional requests (ex. post construction, refrigerator cleaning, inside oven, inside windows, garage, extra rooms etc.) so we can schedule the time needed to complete all tasks.
While we make every effort not to break or damage items, accidents do happen. We request all delicate items be put away to avoid damage. Our staff has been instructed not to touch anything that they think will be damaged from cleaning. ACS must be notified within 48 hours of service is damage is discovered. Our personnel are instructed to call our office once ANYTHING is damaged and to leave a note to you advising you of the incident. We reserve the option of repair or replacement before a monetary settlement. ACS is not responsible for damage due to faulty and/or improper installation of items, for maintenance of your property(normal wear and tear that comes with age and use), or for damage to client provided supplies(vacuums, mop, cleaning products, etc.) due to regular use. Please inform us if any items in your home/office are broken or improperly installed such as; blinds, tiles, curtain rods, loose carpet etc. All surfaces (marble, wood, granite, etc.) are assumed sealed and ready to clean without damaging. ACS takes responsibility for breakage or damage caused by our staff, not to exceed $300.00.
It would be appreciated if items were picked up off the floor, and dressers and counters were not piled with too much clutter before we arrive. This allows the cleaning staff to clean more thoroughly and efficiently. Please secure cash, jewelry, other small valuables and fragile items. If for some reason you do not want a particular room cleaned, please just leave a note for the staff and we will honor that request.
HOUSE AND OFFICE PREP
In the warmer months it would be appreciated if you would set your air conditioner at a comfortable temperature. In the winter months we appreciate cleared sidewalks and driveways so the staff is able to gain access to your home safely. The safety of our staff is important. If we cannot safely gain access to your home, (ex: the stairs are not salted or the driveway is not plowed, etc.) then a $50 fee will be applied to your bill and we will reschedule your services.
THINGS WE WILL NOT CLEAN/TOUCH
Our staff have been instructed to leave certain items untouched, such as items or areas containing any bodily fluids or excretions and litter boxes. If you pet has an accident or vomits, it will be your responsibility to clean it up. Our cleaners are advised to clean around these areas. Insect infestation can also be a problem and may prevent us from completely cleaning your home. If ants, roaches, fleas, etc. are encountered, we will not clean or vacuum the area. We will leave you a note, or call/text you regarding the problem. If you have other items you prefer not cleaned or handled, please call the office and we will arrange to avoid those items. Our employees cannot climb higher than a step stool, lift any objects over 40 pounds, move couches, prepare meals, provide any children-related services, or empty diaper pails.
We will need to know if you have any pets and their names for reference. If any pet is aggressive we ask that you secure them while we are cleaning your home. If they are friendly we will be happy to clean around them. Our teams are instructed not to enter a house if they believe an animal is a threat. Please remember that pets may behave differently if a family member is not present.
HIRING OF ACS STAFF
All of our employees have signed a Non-Compete agreement with ACS. They are prohibited from soliciting business from any client on his/her own behalf or on behalf of any third party during their employment with ACS or for 2 years following termination of employment, without written approval from ACS and a possible placement fee of $1,000.00. You agree not to hire past or present employees of ACS for a period of not less than 2 years from the date the employee last worked for ACS. A great deal of time and resources are put into hiring and training our staff. In the event you feel you must hire an employee of ACS in spite of this agreement, then a $2500.00 placement fee is due immediately upon employment of the past/present employee, regardless of whether the employment is regular or on a contract basis.
In extreme weather, we may determine it is not safe to travel and/or carry equipment and supplies to your home and will cancel that day’s service. When this occurs, we will try to reschedule. Please assist us with your understanding in rescheduling.
Although gratuity is not expected or required, your team member will certainly appreciate it! A great way to show your cleaner your appreciation is with gratuity. You may leave a cash gratuity (with a note) for the team member (preferred method) or add the gratuity to your payment by specifying the amount.
We know that word of mouth is the best way to gain clients! Existing clients can refer first-time clients and you both receive money off your next service. Referees will receive $15 off their next scheduled service and referrals will receive $10 towards their first service with us (minimum 3 hours). Please contact us for details.
On New Years Day, Family Day, Good Friday, Easter Monday, Victoria Day, Canada Day, Civic Holiday, Labour Day, Thanksgiving Day, Christmas Day and Boxing Day we charge extra for services. We will contact you approximately two weeks ahead of time to notify you if your service day falls on a holiday. You may choose to reschedule without charge or continue with your services for the extra fee.