Cancellation policy 

Emmanuel Crew, recognizes that occasionally a client may need to postpone or cancel a cleaning appointment. Please email emmanuel.crew@hotmail.com or call 604-825-2062 to cancel your appointment.

We kindly request that cancellations be made at the very latest 48 hours prior to your planned appointment. Insufficient cancellation notice will result in a cancellation fee of 50% of the amount. Failure to give notice of cancellation will result in full payment.

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Customer satisfaction policy

If you are not completely satisfied with the cleaning, please call us within 24 hours of the job completion. We will return to your house within 48 hours and re-clean all disputed areas. (Complaints reported later than 48 hours after completion of the appointment will not be honoured.)

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Safety information

Safety and health of our employees is very important to us. All of our employees are instructed not to touch/clean any areas or items they deem unsafe or unsanitary. For sanitary reasons we are not able to clean human or pet feces, urine, vomit or blood.

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Use of Pictures

During cleaning we may take ‘before’ and ‘after’ pictures of some or all areas we were asked to clean. Pictures will never be posted online or published in any other way. Pictures are used only for training purposes as well as internal documentation purposes.

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Lock Outs

A $40 fee will be assessed in the event that our cleaning team arrive and are unable to access the premises. This fee is in place to cover expenses we incur for lost travel time and fuel.

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Non-appearance

If a Cleaner fails to attend the Premises within 1 hour of the Service Time and does not provide the requested Service, Rose Cleaning Service. will provide the Customer with either: a full refund of payments made by the Customer; or offer to reschedule the Service at another time mutually agreed between the Customer and Emmanuel Crew...

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Lifting

Our employees are very important to us, and we are determined to keep them safe, so they do not use tall ladders or move anything heavier than 50 lbs. These types of activities put our cleaners in danger of back injury or could even damage something in your home such as scratches on your wood floors…. If you would like us to clean behind appliances like a refrigerator, oven or furniture such as a sofa, please move it prior to the cleaning visit to allow access to the area.

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Appointment Times

If you wish to be present during the cleaning visit, please be advised that we provide arrival windows of about one hour.  Many things can affect our schedules, such as cancellations, lockouts etc. If we happen to be running late to your appointment you will be contacted as soon as possible and provided with a new expected time of arrival.

Appointment time starts from the time the cleaning staff walks into your home or arrives into the lobby of your apartment or condominium building. Appointment time ends when the cleaning staff exits your home, apartment or condominium unit. Time spent on walk-through, discussing requirements and/or providing instructions counts towards appointment time. To ensure efficient use of appointment time please provide your instructions during booking. To avoid wasting appointment time on waiting for the concierge sign in, parking permits, elevators etc, please meet our staff in the lobby and assist our staff in reaching your apartment or condominium unit in a timely manner.

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Payments policy

For your convenience, we accept cash and e-transfer. All payments are due in full upon completion of each appointment. Emmanuel Crew reserves the right to discontinue services for lack of payment. A late payment fee of 2% monthly will apply on overdue accounts. A $35 fee will be assessed for all cancelled or returned checks.

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Refunds

Since cleaning is a very personalized and subjective service, we cannot offer refunds to customers.

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Non-Solicitation of Staff

As a client, you agree not to hire any present or past staff of Emmanuel Crew for any home-related service outside of your service purchases with Rose Cleaning Service If you hire our cleaning staff to work privately, you must pay $3000 to our company.

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Mobile opt-in

By Providing my wireless phone number to Emmanuel Crew, I agree and acknowledge that Emmanuel Crew, may call or send text messages to my wireless phone number for any purpose, including marketing purposes.

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Privacy Policy

The Customer acknowledges that any information provided by the Customer may be used by Emmanuel Crew, for the purpose of providing the Service. Emmanuel Crew agrees not to share any information provided by the Customer with any third party not directly involved in the provision of the Service (unless required to do so by law). The Customer agree to Emmanuel Crew communicating with them electronically and/or via other means in order to provide the Service or for reasons related to the provision of the Service. Emmanuel Crew will take all reasonable precautions to protect personal information provided by the Customer from loss, misuse, unauthorized access or disclosure, alteration or destruction.

*We hold the right to reject your job when there is: dishonesty… if we deem the level of labour is beyond the Work Order you confirmed during booking (example: you said 2 bed 2 bath, but upon arrival, it is 4 bed 4 bath!): safety hazard… your property has any of the above items that “we do not clean”; abuse… the client or representative of the client verbally abuses our staff; harassment… the client or representative of the client harasses our staff by following, watching behind their back, micromanaging their work (such behaviour stresses people out and guarantees low service performance and end result). We hate to find ourselves in such unpleasant circumstances for both parties, but upon a rejection of job, we do charge cancellation fee.

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