COVID-19 POLICIES:
We choose to adhere to public health orders. Our Late Cancellation will be applied if the cleaning visit is canceled with less than 24hrs notice, regardless of any symptoms.

THE CLEANING VISIT:

Booking Confirmation:
Prior to your initial visit, we ask that you reply to our Booking Confirmation email with important questions regarding your cleaning visit. To enter your home, you may leave us with a code, instructions about a hidden key, or be home. We will not keep a key in our possession. If the cleaner is not able to enter your home, we will contact you promptly. If we are not able to reach you or are not able to enter the home for any reason, our Lockout Fee will be applied.

Cleaning Supplies:
We provide all the cleaning supplies to clean your home. We will use your vacuum cleaner & mop if it is accessible and in good working order. If it is not, we provide all teams with a vacuum cleaner & mop as a backup. Teams are not permitted to use cleaning products supplied by the client unless it is pre-approved by management. We are not liable for any damage if using client-supplied products.

If you require any specific cleaning products or methods to be used on any item in your space, including but not limited to furniture, appliances, floors, etc., you must inform us prior to your cleaning visit. If something is damaged and specific instructions were not given, we are not deemed liable. We do not provide garbage bags & will use your own to refill your garbage can.

Arrival Time:
Due to the unpredictable nature of our industry, we cannot guarantee our exact time of arrival. We require the flexibility to arrive within 1hr of the time listed on your Visit Reminders. If for any reason we are unable to arrive within the 1hr timeframe, we will call or email you at our earliest convenience. Visit Reminders are sent via email 48 hrs prior to your scheduled visit and 24 hrs via text message.

Scheduling:

If for any reason you need to reschedule your cleaning visit to take place on a different day or rotation, please notify us at your earliest convenience. A $15 rescheduling fee will be charged to change the scheduled day/time of your cleaning visit, regardless of the reason or amount of notice.

If for any reason we need to reschedule your cleaning visit for that day, we will contact you by 9:30 am. This may include but is not limited to reasons such as inclement weather, traffic conditions, unforeseen cancellations, illness, etc. We reserve the right to reschedule your cleaning visit subject to our availability, with no added discount or reimbursement.

At times we may need to alter the start time of your visit. If it is within 1hr of the regularly scheduled time, you will only be informed via email/text visit reminders; otherwise, we will email to inform you.

Weather & Road Conditions:

We are unable to service homes in the areas where Transport Canada has deemed highway travel unsafe due to inclement weather. We reserve the right to reschedule your cleaning visit subject to our availability. We will notify you by 9:30 am if we need to reschedule your visit.

If there are poor road conditions or school closures due to weather conditions and you are unexpectedly home during your cleaning visit, we will simply work around you. Our Late Cancellation Fee will be applied if the cleaning visit is canceled with less than 24hrs notice.

Team Assignments:

Our goal is to provide you with the same team to clean your home at each visit; however, this may change due to booked time off, illness, etc. You can expect to have a consistent quality clean every visit, as we train all our cleaners to the same exceptional standard. We are not required to inform you if we are sending a new team than the one regularly assigned.

Tipping:

Tipping is neither expected nor required but always appreciated. Should you choose to leave a cash tip, we ask that you please leave a note clearly stating “TIP” so our cleaning team is aware they are permitted to take this money. You can also choose to leave a tip when you pay online via the payment link in your invoice. If you wish to add an automated tip regularly, you can call our office to set up an automated tip. 100% of tips are attributed to the team members who completed your cleaning visit and are distributed biweekly.

Communication:

All communication must be kept between you, the client & Prowix Cleaning Services. We ask that you do not contact your cleaner directly. This is simply to provide seamless operations & maintain privacy, etc. You may contact Prowix Cleaning Services office by phone or email anytime and expect a timely response.

Pricing:

Your recurring service is flat-rated at an hourly rate based on frequency, location, and the details of the home. All of our cleaning is billed hourly at our current rates. Any additional requests need to be arranged prior to the service with the office team. Your team is not authorized to deviate from the work order without prior approval from management. All additional time is charged at $69/hr.

The quoted time spent at the visit is based on labor hours. A labor hour is defined as one (1) hour of labor performed by one (1) person. Therefore, a team of two (2) working for one (1) hour is two labor hours. We may send an additional cleaner for training, at no additional cost to you.

We evaluate our rates annually and reserve the right to alter pricing in line with increases in the cost of fuel, wages, cleaning supplies, etc. In this event, we would inform you by email.

Damaged Items:

Our cleaning crew is required to inform us immediately of any damage that may have happened. We will then contact you at our earliest convenience. Each matter will be handled individually.

In the event that we break or cause damage to your property during the cleaning and it has not been reported, you must inform us within 48hrs of your cleaning visit. Please submit your report to info@prowixservices.com with the following information:

• What item was damaged

• What is the fair market value of the damaged item

• Photos showing the damage on the item

Unfortunately, if a report is not filed within 48hrs from the date of service, we are unable to file a claim and thus cannot pay, fix, or refund for any damages caused. It may take between 4-12 weeks to receive reimbursement or replacement depending on the situation. Prowix Cleaning Services will use their discretion as to how much is reimbursed and/or if we are fully liable for the damage.