Terms & Conditions
Last updated: October 6th, 2023
The Terms & Conditions stated herein (collectively, this “Agreement”) constitute a legal agreement between you (the “Customer”) and A&R Home Cleaning (referred to as “us,” “we,” or “our”). By using or receiving any goods or services supplied to the Customer by A&R Home Cleaning (together with the website located at https://arhomecleaning.com, collectively, the “Services”), and downloading, installing, or using any associated software or mobile or tablet application supplied by A&R Home Cleaning, the purpose of which is to enable the Customer to use the Service (collectively, the “Software”), the Customer hereby expressly acknowledges and agrees to be bound by the terms and conditions of this Agreement, and any future amendments and additions to this Agreement as published from time to time at https://arhomecleaning.com/terms-and-conditions.
A&R Home Cleaning reserves the right to modify the terms and conditions of this Agreement or its policies relating to the Service or Software at any time, effective upon posting of an updated version of this Agreement at https://arhomecleaning.com/terms-and-conditions. The Customer is responsible for regularly reviewing this Agreement. Continued use of the Service or Software after any such changes shall constitute the Customer’s consent to such changes.
A&R Home Cleaning’s services are available only to, and may only be used by, individuals who are 18 years and older and can form legally binding contracts under applicable law. You represent and warrant that you are at least 18 years old and that all registration information you submit is accurate and truthful. A&R Home Cleaning may, in its sole discretion, refuse to offer access to or use of the Site to any person or entity and change its eligibility criteria at any time. This provision is void where prohibited by law, and the right to access the Site is revoked in such jurisdictions.
Individuals under the age of 18 must at all times use A&R Home Cleaning’s services only in conjunction with and under the supervision of a parent or legal guardian who is at least 18 years of age. In all cases, the adult is the merchant and is responsible for any and all activities.
You agree to comply with all local laws regarding online conduct and acceptable content. You are responsible for all applicable taxes. In addition, you must abide by A&R Home Cleaning’s policies as stated in the Agreement (if applicable to your activities on or use of the Site) as well as all other operating rules, policies, and procedures that may be published from time to time on the Site by A&R Home Cleaning, each of which is incorporated herein by reference and each of which may be updated by A&R Home Cleaning from time to time without notice to you.
1.1 A&R Home Cleaning acts as a platform where customers schedule home cleaning services and independent cleaners are assigned to complete them. We may pre-authorize a hold on a payment card for home cleaning services. Once a job is completed, we collect payment from the customer and pay the independent cleaner, retaining a commission for introducing the parties. Cash transactions are not allowed.
1.2 To schedule a home cleaning service, you must register and provide necessary information, including mobile number and payment details.
1.3 Please note that A&R Home Cleaning acts as an agent and is not a party to agreements between customers and independent cleaners. We do not control their conduct or suitability and disclaim liability in this regard.
1.4 We aim to match you with independent cleaners near your area, but we cannot guarantee a perfect match or the availability of suitable independent cleaners.
1.5 While we examine all independent cleaners’ credentials, we do not guarantee their skills or the quality of their work. You are responsible for evaluating their qualifications. We do not endorse or recommend any particular independent cleaners.
1.6 A&R Home Cleaning is not responsible for services requested in your service request; federal, provincial, and local laws govern the contracts between you and independent cleaners.
1.7 Any disputes with independent cleaners will be resolved directly between you and them. By using the platform, you agree to release A&R Home Cleaning from any damages or claims arising from such disputes.
1.8 Our independent cleaners DO NOT offer, clean or do the following:
- Wet wiping of light bulbs and glass fixtures
- Cleaning of Chandeliers
- Resurfacing, waxing, or refinishing of floors, cabinets, doors, or furniture
- Upholstery cleaning
- Cleaning of exterior areas (e.g., Outside Windows and Patios)
- Cleaning of Garages
- Cleaning of unfinished areas, bedrooms, and bathrooms (e.g., concrete flooring, unpainted walls, etc)
- Removal or cleaning of any biohazards (e.g., pests or insects, human or animal waste, bodily fluids, black mold, etc)
- Full wash of walls (reasonable spot cleaning is fine)
- Cleaning areas that are taller than a 2-step ladder (for safety reasons)
- Large furniture moving or cleaning under heavy furniture (25 lbs or less only)
- Large-scale trash, debris or furniture disposal
- Cleaning of a hoarder’s living space
- Cleaning of extreme smoke or water damage
- Dormitories, fraternity, sorority homes, post-parties
2. Booking and Payment
2.1 To book our cleaning services, customers must provide accurate and complete information about the property to be cleaned, including the number of bedrooms, bathrooms, and total square footage.
2.2 Customers agree to pay the agreed-upon price for the cleaning service based on the information provided at the time of booking.
2.3 If the customer failed to declare the correct number of bedrooms, bathrooms, or total square footage, we reserve the right to adjust the pricing accordingly and charge the customer for any additional costs incurred.
2.4 In the event that the condition of the property is found to be dirtier than declared or previously inspected, or requires a level of cleaning beyond what is considered to be done in an estimated reasonable amount of time, an additional charge may be applied. This charge will be calculated based on a prorated amount of the booking charge (before taxes), determined by the time of extra hours incurred for the extended cleaning services. In these cases, we will call you to discuss and may need to switch over the cleaning to an hourly rate or charge a heavy duty cleaning fee.
2.5 Payment for our services must be made in full after the home cleaning service has been completed, unless otherwise agreed upon in writing.
2.6 We accept payment by credit card, debit card, or any other payment method as indicated on our website. We do not accept payment by cash.
3. Cancellation and Rescheduling
3.1 Customers may cancel or reschedule a cleaning appointment by providing at least 48 hours’ notice before the scheduled service start time.
3.2 If a customer cancels a cleaning appointment with less than 24 hours’ notice, a cancellation fee of $50 will be charged.
3.3 If a home cleaning service appointment is canceled within 2 hours of the scheduled start time or when our independent cleaners are on-site and unable to access the home (they can wait for up to 20 minutes before heading to another appointment), a cancellation fee of 100% of the service cost will be charged to the provided payment card.
3.4 We reserve the right to cancel or reschedule a cleaning appointment at any time for reasons including, but not limited to, unforeseen circumstances, safety concerns, or unavailability of our independent cleaners.
4. Customer Responsibilities
4.1 Customers must ensure our independent cleaners have proper lighting, water, space, and working conditions for effective cleaning, including decluttering. Additionally, showers, sinks, bathtubs, and other plumbing fixtures must be free from clogs and functional to ensure efficient cleaning within the scheduled time. If any of these areas are clogged, we may not be able to clean them during the allotted time and may need to adjust the service and charge accordingly.
4.2 Customers must ensure that our cleaners have safe access to the property to be cleaned at the scheduled service start time.
4.3 Customers must inform us of any health and safety hazards present on the property, including but not limited to the presence of hazardous materials or substances.
4.4 Customers must not ask our cleaners to perform tasks that are unsafe or in violation of applicable laws or regulations.
5. A&R Home Cleaning Satisfaction Guarantee
5.1 We stand by our services at A&R Home Cleaning. If you’re not satisfied with a cleaned area, reach out within 24 hours along with clear photos of the missed spots, and we’ll ensure your contentment through our 100% satisfaction guarantee. A complimentary re-clean will be arranged, subject to availability. Please note, requests for refunds instead of re-cleans are not accepted. Our satisfaction guarantee is valid for 24 hours from the completion of your cleaning.
5.2 If you’re at home during the cleaning and notice any oversight, don’t hesitate to ask the cleaner for a re-clean or contact our office before they leave. Any concerns reported beyond 24 hours after the cleaning is completed unfortunately fall outside the warranty period and won’t be covered. Refunds are not issued, only re-cleans.
6. Post-Cleaning Walkthrough
6.1 Our highly-trained team will do an excellent job in your home, but to ensure our work meets your expectations, we require a post-cleaning walkthrough. This is essential for guaranteeing our service quality.
6.2 Failing to conduct a walkthrough and express concerns to the on-site team before they leave nullifies our 100% satisfaction guarantee, and re-clean requests won’t be accommodated. During the walkthrough, if you spot anything amiss, feel free to point it out to the cleaners – they’re ready to address it!
6.3 If you decline a re-cleaning, skip the walkthrough before the cleaners depart, or don’t email A&R Home Cleaning within 24 hours of your cleaning, we won’t be able to return to address your concerns. In such cases, we’ll consider the matter closed, and refunds will not be issued.
7. Appointment Estimate Arrival Windows
7.1 While we always aim for punctuality, please allow us a 90-minute arrival window (unless instructed otherwise) to accommodate potential traffic, parking, and unforeseen delays. This indicates that your team will arrive within the hour and a half period you’ve chosen. For instance, if you’ve selected a 10:00 AM appointment, the team will arrive between 10:00 AM and 11:30 AM.
7.2 Should there be any delay in reaching your appointment, we’ll get in touch with you promptly to provide a new estimated arrival time.
7.3 Due to the uncertainty of traffic and weather, we don’t issue credit or refunds if the cleaning team arrives after the scheduled cleaning start time.
8. Independent Cleaners’ Solicitation
8.1 By using A&R Home Cleaning’s services, you agree not to solicit for hire any independent cleaners introduced to you by A&R Home Cleaning for any home cleaning services. Our independent cleaners undergo a thorough hiring process and onboarding, including background checks and reference checks, and they sign an agreement not to provide home-related services to any of our past or present customers. If we find that you have solicited one of our independent cleaners, a referral fee of $5,000 per independent cleaner will apply. We value independent cleaners as our most valuable asset and enforce this policy accordingly.
9. Liability and Insurance
9.1 A&R Home Cleaning independent cleaners carries liability insurance to cover any damages caused by our cleaners while performing the cleaning service.
9.2 Customers are responsible for notifying us of any damages caused by our independent cleaners within 24 hours of the service completion.
9.3 We are not liable for damages resulting from pre-existing conditions or issues with the property, including but not limited to damage to improperly sealed surfaces or belongings of high monetary or sentimental value not safely stored before our arrival.
10. Governing Law
10.1 These Terms & Conditions shall be governed and construed in accordance with the laws of Ontario, Canada.
11. Changes to the Terms & Conditions
11.1 We reserve the right to modify or replace these Terms & Conditions at any time.
By using our services, you acknowledge that you have read, understood, and agree to be bound by these Terms & Conditions.