Policies

Pets

We know that your pets are members of your family, however, if your pet is afraid of vacuums, is territorial or rough or will not allow us to do our work, we may suggest that they be placed in areas that we are not working in (ie. garage, kennel, etc.). We also do not pick up pet droppings, including cleaning litter boxes and dog kennels.

Limitations and Disclaimers Cancellation 

Policy We require a minimum of 24hr notice for cancellations and rescheduling to avoid any cancellation fee which can be up to half the cost of your estimated visit.  

Shoes

All employees are required to wear their ‘indoor’ shoes while they are in your home. This is a WCB regulation to help ensure that our employees are kept safe at the workplace & to prevent any falls, and/or injures.

Bleach  

Big Island Cleaning does not use bleach as a cleaning agent. If you request the use of bleach that you have on hand be advised that the cleaner has the right to refuse using a non company approved cleaning product due to health risk. If the employee is okay with using your bleach to clean, please be aware that we will not be responsible for any damage caused by your bleach.

Limitations/Disclaimers

Our employees are very important to us and we are very serious about keeping them safe while at work. Big Island Cleaning does not require employees to climb higher than a 4-foot ladder, move anything heavier than 35 lbs unless an individual employee feels comfortable doing so and it is within the WCB regulations. We will not clean up vomit, blood, urine or excrement as it puts our employees health at risk.

Although we will change bed and bath linens upon request we will not do clients personal laundry. 

If you would like us to clean behind appliances like refrigerators, ovens or any large furniture like couches, please move it prior to the cleaning to allow access to the desired area. We are willing to help you move appliances or furniture but note that we are not responsible for any damage to flooring, walls or furniture.

If an employee feels that their personal safety is in danger (someone in the home is intoxicated, vicious animal is not contained, etc.), and the employee leaves the job site, the client is still responsible for the full cost of the job. We will attempt to reach you by phone if this situation should arise.

Insects

Unfortunately, if any insect infestations of ants, termites, roaches, fleas, bed bugs etc. are discovered while cleaning your home it will prevent us from being able to clean or vacuum the area since there is risk of contaminating other clients properties. We will leave you a note or call you regarding the problem and may suggest an exterminator before the next visit.

Distractions

In order to clean your property thoroughly and efficiently we need to have access to all spaces freely and without distractions. Excessive visiting with your cleaner prevents them from being 100% focused and may cut into or extend your cleaning time at an additional charge.  

In order to prevent safety hazards (tripping over buckets, caddies, vacuum cords, etc.) we kindly ask that you, your children and pets remain out of the rooms that we are cleaning as we cannot assume liability for injury to others. You may return once we are finished.

Firearms

For everybody's safety, in the unlikely event that you have firearms we require them to be stored and locked away prior to cleaning your home. We will not clean any rooms in which a firearm is not properly stored and will request them to be put away accordingly before we resume cleaning.

Wear & Tear

Although regularly cleaning your home will help keep your property in good condition, gradual damage can occur on a property over time, this is normal and unavoidable. Worn or discoloured carpets, minor scuffs and scrapes on the walls or baseboards, worn bottoms on showers and tubs, mold/mildew, excessive soap scum or water spots, worn flooring, cracked or deeply stained grout lines from not being properly sealed, window tracks, etc. are all areas where wear and tear will have an outcome on the final look of the cleaning. These areas may take more than one cleaning to improve in appearance or may not come clean at all but we will try our best to remedy these issues and make your home sparkle.

While we do basic dusting of blinds, excessive build up on blinds and shutters may require that you contact a professional blind cleaning company. We cannot be held liable for blinds/shutters, etc. that do not come 100% clean.

Damages

Accidents do happen. In the unfortunate event of any accidents we are responsible for we will leave a note and contact you to remedy the situation. We will make every attempt to repair, replace or pay for any items that we have damaged. However, we will not assume liability for any items not secured in a proper manner such as heavy pictures hanging from thumb tacks, not anchored properly to walls, etc., or any pre-existing damages, scratches, dings in windows, paint, furniture, floors, walls, etc.

Items of monetary or sentimental value should be put away on the day of cleaning and/or cleaned by homeowner.

All surfaces (i.e.: Marble, Granite, hardwood floors, etc) are assumed to be sealed and ready to be cleaned without causing harm/damage when common cleaners are used.

Release of Liability

Should you decide you would like us to clean items of monetary or sentimental value, items within curio cabinets, etc., the following will apply: Client hereby releases Big Island Cleaning from all liability arising out of cleaning these item(s), and the client understands that he/she is completely responsible for repairing or replacing any damaged item(s), even if an employee of Big Island Cleaning may have caused the need for repair or replacement.

Billing

The rate for recurring house cleaning appointments is $75 hour for two cleaners. Pre and post-construction are $40/hour per cleaner. If you have authorized us to go over the estimated time in order to complete the cleaning tasks requested, Big Island Cleaning will charge in 15 minute increments at the current hourly rate for any extra time required.

Collections

In the unfortunate event that we are unable to collect on past due payments, accounts will be forwarded to the local credit bureau.

24 Hour Guarantee and Refunds

We strive for your satisfaction! If at any time there is a legitimate concern in regards to your cleaning, please call our office within 24 hours of the cleaning. Though we do not give refunds for our services we will happily return to re-clean the area(s) of concern if we are contacted within 24 hours.

Customer Referral Rewards

We offer 15% off your next cleaning for each referral you send our company.

How it works: The person you have referred us to must state who referred them at the time of their cleaning appointment. Once the referred service has been completed and paid for, you will see 15% off reflected on your next invoice (up to a $40 value)!