Terms & Conditions
When requesting Alleviate Cleaning Service to provide service by any means: telephone, email, fax, online package purchase, booking form and or direct conversation – the client accepts that these terms and conditions are binding as an agreement.
General domestic/ home and office or other commercial cleaning, spring cleaning, deep cleaning, after function or event cleaning, pre and or post move cleans, renovation or building cleaning, show house cleans, holiday homes and apartments, high pressure & degreasing of paving or garages and walls
The website and any emails, invoices or written quotes by Alleviate or discussions and interactions sms, whats app, or phone calls: T and C’s apply.
By submitting the booking form or request for a quotation, you accept all terms and conditions of Alleviate on the Alleviate Cleaning Service website as a binding agreement.
E and OE accepted
General:
Arrival times are only estimated, as traffic congestion is beyond our control. For sanitation reasons, all clients are required to have toilet brushes in their unit.
We do not move objects heavier than 25 pounds. Alleviate Representatives do not move tables, beds, sofas or other pieces of large furniture.
We clean living space only which are areas in the home with heating and cooling We do not remove or haul away trash, debris or furniture.
For Timed Standard Cleans, the client agrees to instruct a Representative(s) on what tasks to do as per their requirements or provide a list of requirements/ tasks (in order of priority).
The client has the responsibility to deactivate any alarms. No responsibility for the triggering of an alarm system or costs related to a response will be accepted by Alleviate Cleaning Service
We are not responsible for any negligence or forgetfulness of the client that may cause damage to or loss of any valuable items. No responsibility is accepted for any loss if left on floors, on or next to garbage bins or baskets. Foreign items from the office, garage, vehicle or workplace need to be put away prior to a clean. The onus is on the client to instruct the Representative what to do or where to place any such items if they have not been put in a safe place.
Cancellation and Postponement of Services:
There is no rescheduling or cancellation fee as long as you reschedule 48 hours before your clean
If you cancel within 48 hours of your clean, you will receive a credit for your clean If you cancel within 24 hours of your clean, you will be charged the full amount which is non refundable.
The client undertakes to be liable for the full fee should the request be made within the 24 hour period.
The client is responsible to provide access to Alleviate Representatives as agreed and in the event of a no show or lock out by the client; the client will be held liable for the full service fee and or costs related to such.
If the cleaners arrive at the residence, but no one is home and the cleaners are locked out, they will wait 15 minutes. After 15 minutes without communication, the client will be charged the full amount of the service
If the client is home, but the cleaners are asked to wait, after 15 minutes the client will be charged $40 every 30 minutes they are required to wait.
Unless a specific contract is in place all regular on-going services be it, daily, weekly, bi-weekly or monthly require a full calendar months’ notice to terminate the service, during the first 3 months of service, thereafter a 3-month calendar notice will apply. No cancellations and or postponements may be made once notice has been given to Alleviate.
The notice must be made in writing per email or fax. A telephone call will not be accepted as notice. Failure by the client to provide the stipulated notice, the client accepts liability for all fees, costs and interest, due over the notice period, plus interest compounded at 2% per month including all costs on a lawyer to client basis until date of full settlement.
Payment:
Payment is required on after the cleaning, subject to other arrangements as made with Alleviate Cleaning Service management. Payment is through a card on file unless otherwise agreed to by Alleviate Cleaning Service management.
There will be a hold placed on the card for the amount of the clean 48 hours before the clean for the total price of the clean. If there is not sufficient funds for the hold by the day of the clean; Alleviate reserves the right to cancel the clean.
Recurring clients receive a discount after their first cleaning. If you skip cleanings so that your cleaning’s frequency is lower than what you were set up for, your price will be increased to the pricing level for the lower frequency. If you do not wish to continue a recurring clean after your initial clean, your frequency discount will be removed and the one-time fee will be charged.
Alleviate Cleaning Service reserves the right to amend an estimate and or quote if on arrival conditions and or circumstances are substandard or vary from information provided to Alleviate Cleaning Services to obtain either the quote or estimate.
No client will be entitled to a full or partial refund; this is subject to the discretion of Alleviate.
Quotations are valid for 15 Days.
Alleviate cannot guarantee the results of mini-blind, grout, chandelier, or vaulted ceiling fan cleaning. Mold remediation is a specialty. Alleviate does not provide mold remediation and cannot be liable for any mold-related risks in client’s homes. Alleviate does not assume responsibility for the restoration of severely worn, stained, or mildewed caulking and grout.
Alleviate won’t adjust any discounts when a client decides to exclude rooms or certain areas of the house.
Right to Refuse Service:
Cleaning technicians have the choice to leave upon arrival if the home is in extreme condition or they feel unsafe/threatened. If you book a cleaning online that is unreasonable, such as a cleaning up after a large party, the cleaners may refuse service on the spot and you will be charged the maximum cancellation fee.
We are not afraid of a mess, but we do not carry the right equipment or gear to handle a hoarding clean so if your home is deemed as a hoarding situation; the cleaner has the right to refuse service. The client will not be charged
Please place all pets in a safe place. For example their crate, a separate room, or outside. If pets are not put away, the cleaner has the right to refuse service and the client will be charged the full amount of the service
Alleviate reserves the right to suspend or cancel a cleaning service, if there are problems with the access, water or electricity supplies, or problems working around other contractors and or service providers, or interference from any party. The client will still be held liable for the full cost of the agreed service.
We do not shy away from a minor amount of insects, but if there is a major infestation of insects (roaches, spiders, and ants) or rodents (rats), the cleaners have the right to refuse service. You will not be charged
Safety:
For everyone’s safety please place all firearms away in a safe place. Cleaners will not touch fire arms and will clean around them
For safety and insurance reasons we do not go higher than a two step ladder
We do not clean human or animal waste including, but not limited to urine, feces, vomit, blood, or other biohazards
General domestic/ home and office or other commercial cleaning, Standard Clean, Deep Clean, Move-In/Move-Out General:
Claims and Complaints:
The client is responsible for reporting any incident, breakage, damage and loss or complaint within 24 hours of completion of the service. Failure to do so will nullify any re-clean or action to rectify the issue.
The client (prime person residence) will be offered a walkthrough, as delegated by the client, allocating and or supervising the cleaning and not the absent party if any. If the prime person is happy with our work and or Representative when we leave, no claim or rectification of any work will be done at the request of the absent party (non – supervising client). Any problems are to be rectified prior to us leaving. If no one was home and the complaint was made within 24 hours a touch up clean will be scheduled
If a client suspects theft or actual theft has taken place, it is the client’s responsibility to report the incident to Alleviate management. The client will lay a charge of theft, if actual theft has taken place and follow through to the point of actual prosecution. Alleviate will not be responsible for any loss due to theft. We do carry Bond insurance.
Unless otherwise agreed to by Alleviate management, the client or a representative has the responsibility to be present both at the start and end of each service and to inspect any cleaning performed prior to the Cleaning Representative leaving the premises. This will enable Alleviate to rectify any work not done or not done correctly, while still on the premises. Where Alleviate is only advised later, we will rectify at the sole discretion of Alleviate management at the next clean or if possible make other arrangements to do so, when convenient.
Complaints need to be made within 24 hours of the completion of the service (if the client is not at the premises on our departure as agreed with Alleviate). Where the client or delegate is at home we must be advised prior to departure. No subsequent complaint will be entertained.
The client is responsible for securing or removing all fragile or easily breakable items from areas that need to be cleaned. Items excluded from any liability by Alleviate are cash, jewellery, art works, antiques and items of sentimental value (including but not limited to damaged, fragile or unsecured items or objects).
The client undertakes to advise Alleviate management or to point out to the Representative any defects of all items or fixtures that may be cracked, chipped, scratched or unstable and as such be prone to further damage or to cause damage of any nature. Any such item and or fixture is cleaned or handled at the exclusive risk of the client.
Lost keys, if lost by an Alleviate Representative, will be limited in terms of liability by Alleviate to the actual cost of the lost key, subject to a maximum amount of $250 in total.
Alleviate reserves the right not to be liable for any action or service if service is postponed due to broken equipment, resulting from any circumstances beyond our direct control, or if there are issues in terms of safety.
Alleviate reserves the right not to be responsible for accidental damage or loss of any nature. We hold insurance for damage over 1,000,000 for provable claims.
Alleviate has insurance to cover any accidental damages caused by an Alleviate member of staff at a point of service, subject to the damages being reported within 24 hours of completion of the service in writing (per email or fax) to Alleviate. No consequential damage will be covered.
Insurance will not cover anything that may breakdown or stop working at any time and this would include but is not restricted to the vacuum, computer, fridge, freezer, micro wave, dish washer, tumble drier, stove, oven and washing machine and or the instability of any item which the client is already aware of, such as headboards, bathroom fixtures or other property fittings. The client is obliged to notify Alleviate management of fittings that are poorly secured, not secured or appliances that are not in proper working order. No liability will be accepted by Alleviate for any of the above for damage caused directly or indirectly.
Any equipment moved for any reason is done at the risk of the client e.g. Fridge, washing machine etc.
Items of value: (practical, sentimental or financial) are the responsibility of the client and should be looked after as such.
Privacy:
Alleviate reserves the right not to share any confidential company information or documents.
Good business relationships:
Should a client not be satisfied with the level of service from a Representative and such is conveyed to Alleviate within the prescribed 24 hour period of completion of the service, or as defined above, Alleviate reserves the right to do a re-clean of the specific area and or item only at an agreed time and day. The client must state specific things they weren’t satisfied with. The client will need to be present during the re-clean.
A re-clean will only be carried out once.
Employing Alleviate staff or poaching of staff:
No Representative or ex Representative of Alleviate may be offered or given temporary or permanent employment by the client directly or indirectly (family, work) without prior negotiation with Alleviate and payment of the placement levy. The period of protection is agreed to as 1 year. This applies from the date of termination of services of Alleviate by the client irrespective of any cause or reason.
Alleviate Cleaning Service invests heavily in screenings to find quality Representatives. Hiring our current or ex-Representatives(s), and/or accepting side propositions, makes you liable for a referral fee of $5,000.00 if you directly employ (legally or cash basis) anyone currently or formerly paid by us within the one year period prior to such employment. By using our service, you agree to notify us of any attempts to solicit or accept illegal business, otherwise; Attorney, Legal and miscellaneous expenses incurred to investigate and/or collect this fee will be added if this employment is discovered. Exchanging contact info is considered part of this breach. Unless complying with all laws; direct, unreported, or inappropriate employment practices are illegal. You acknowledge being informed that Alleviate Representatives are obligated to report illegal hiring activities. In fact, anyone may report this to the proper government and judicial authorities so investigation ensues. Implication, complicity, or withholding knowledge of illegal activity is not only prosecutable by Alleviate (when applicable), but also by United States federal and local laws.
