POLICIES AND CONDITIONS

SHINEON LUXURY CLEANING CLIENTS

HOUR OF WORK: An hour of work is defined as the time spent by a cleaning professional. Therefore, if a team of two professionals completes one hour of work, this counts as two total hours.
We have a minimum of 2 hours of work for any hourly service. Work hours may include the time needed to load and unload supplies and equipment from the vehicle.

WHAT OUR CLEANING SERVICES CONSIST OF:
1. Regular Cleaning: It is recommended as maintenance cleaning for the property. This service guarantees the specific checklist for it. The client should not add additional activities, as the price includes specific tasks to ensure a thorough cleaning of the property within the established time frame for the cleaner.
CLICK TO VIEW THE SERVICE CHECKLIST

2.Deep Cleaning: We recommend a deep cleaning for homes that have not been professionally cleaned in the last 30 days and for initial visits, in order to prepare your home for ongoing maintenance and to allow more time to remove accumulated dust, dirt, and grime. This service guarantees the specific checklist for it.
CLICK TO VIEW THE SERVICE CHECKLIST

3. Moving In-Out: Free Revisit if your property agent isn’t satisfied with our work.
A Re-Clean will only be completed within a 7-day window from your date of service, otherwise, it will be considered denied.
CLICK TO VIEW THE SERVICE CHECKLIST

4. Hourly service: This service is ideal if you only want specific tasks or areas of your home cleaned. Please provide your CHECKLIST in the note section.
A labour hour is defined as 1 hour of labour performed by 1 professional. Therefore, a team of 2 professionals completing 1 hour of work is equivalent to 2 labour hours. During this time, the standard service checklist is not guaranteed, but the client can indicate to the cleaner which specific tasks they need to be performed.

SATISFACTION GUARANTEE:
Here is the procedure:
1. Send us a message within 24 hours following your regular, deep cleaning or hourly service detailing your concerns and/or issues.
2. Before scheduling a new visit or issuing a refund, we will request photographs of the problematic areas.
3. There is a grace period of 7 days for move-in and move-out cleanings.
4. We will reschedule the cleaning at no additional cost within the next 1 to 3 days. Our team will return to address the problematic areas.
5. To ensure service quality, clients agree to photographic documentation of their homes by the cleaners. These photos will be used solely for warranty purposes and to ensure service quality.
6. If you are still not satisfied with the cleaning after the second visit, please let us know. We will review the situation and, if we cannot resolve the issue, we will offer you a credit or a refund.

SERVICE CONFIRMATION: All services must be confirmed with a 50% deposit of the total cleaning cost. This deposit secures your chosen date and time. The remaining balance is due on the day of service.

SERVICE HOURS: We offer a one-hour arrival window to manage potential unpredictability related to traffic, parking, and other surprises. The arrival window can be between 6 a.m. and 6 p.m. depending on client needs and cleaner availability. If our team is running late, we will notify you as soon as possible.

LATE CANCELLATIONS/RESCHEDULING: Any cancellation or rescheduling of cleaning services must be made at least 24 hours in advance of the scheduled date. If the cancellation occurs on the same day, we will not be able to refund the payment made. Please note that cancellations impact the daily earnings of cleaners and can cause disruptions in scheduling.

PETS: We reserve the right to cancel or reschedule any service if our professionals do not feel safe entering due to unrestrained pets. It is mandatory that pets are secured at all times during cleanings. Our team is instructed not to enter the property if they believe a pet may pose a risk.

CUMULATIVE CONDITIONS: Our cleaning teams reserve the right to adjust rates if the condition of your property requires a more thorough cleaning than what our standard packages offer. For example, if a regular cleaning service was contracted but the property actually requires a deep cleaning. This is done to meet the needs of the client and their home. Please ensure that the job description is accurate. The cost for an additional hour is $50.

SAFETY: For safety reasons, we do not allow our cleaning staff to move or lift heavy objects, nor do we clean high-reach areas (more than two steps). If you would like us to clean behind appliances or large furniture, please move them prior to our arrival.

BIOLOGICAL RISKS: Pathogens transmitted through blood and other biological risks, including human and animal urine and feces, medical syringes, mucus, vomit, and blood, constitute a biological risk. Therefore, in addition to following our cleaning checklist, we ask our cleaning staff to avoid any potential biological hazards. Please ensure that the areas to be cleaned are free from these risks.

WEATHER: We reserve the right to cancel or reschedule jobs due to adverse weather conditions. We may determine that it is not safe to travel or work during these times, and if this occurs, the cleaning will be rescheduled. We are not responsible for any consequences in this case.

PARKING ACCESSIBILITY: We need a place to park close to your door to ensure the cleaning can proceed without issues. If the cleaning staff must use paid parking, we will request your prior consent and add this cost to your final invoice. If no parking spaces are available, we reserve the right to cancel or reschedule the service.

Additionally, we have a team of cleaners who do not have transportation, so parking is not necessary for them. However, they are authorized to use the property’s vacuum cleaner and mop.

ACCESSIBILITY: Please ensure that the cleaning professional has full access to your home during the service. This includes running water, electricity, and the ability to complete their work without interruptions from other providers. If these conditions impede service provision, this may affect your guarantee, as it will not be possible to deliver quality service. If the cleaners must leave without performing the cleaning due to accessibility issues, no refund will be issued. This fee is intended to cover the costs associated with wasted fuel and the cleaners’ travel time.

DAMAGE AND LOSS POLICY: If any damage or loss occurs during the cleaning, please notify ShineOn Luxury Cleaning within 24 hours of the service, via email at shineonluxurycleaning@outlook.com, and provide a photo and estimate of the damages or losses. Once we receive the notification, we will do our best to review your case with the assigned cleaner.

Please note that it will not be possible to review cases related to breakage due to normal wear and tear, deterioration from age, or damage caused by assembly, construction, or installation not related to the cleaning service.

UNFORESEEN EVENTS: In the event of unforeseen circumstances, we reserve the right to postpone or cancel any service. Traffic accidents, delays, and medical or family emergencies are some examples. These unforeseen events may require us to postpone or cancel your service. We are not responsible for any consequences arising from this event.