By using this website to book a service, you agree to comply to be bound by these terms & conditions. If you do not agree to these terms & conditions, it is recommended that you do not book a service with us.
Booking Confirmation
Booking service online doesn’t guarantee you a spot for that date/time, you will be contacted by email or phone with a confirmation.
Cleaning Providers
Our providers have been properly vetted & prior to onboarding with us, you can rest assured all of our providers have integrity and are held accountable.
Right to Refuse Service
We reserve the right to deny &/or terminate service because of safety concerns, inappropriate or uncomfortable situations, weapons on-premises, severe clutter & disconnected utilities including electricity, heat (in cold temperatures) and water.
Our providers have the choice to leave if the home is in an extremely unsanitary condition or if they feel unsafe/threatened. If you book a cleaning that is unreasonable, the cleaners may refuse service on the spot & you will be charged the cancellation fee.
Cleaning Day Preparation
Your price for cleaning is based on the cleaners focusing all of their time on cleaning, we ask that you take a few minutes to tidy up to allow the cleaners easy access to the areas/surfaces to be cleaned: floors, counter-tops, tabletops, etc. If you’d like our cleaners to do these tasks for you, call the office in advance so your cleaning fee can be adjusted for the additional time.
Pets
We will gladly work around pets, we ask that indoor activity is limited for cleaning efficiency & safety reasons, if your pet becomes anxious or presents a safety concern, Velora Clean reserves the right to remove its providers from your home.
Our providers are instructed not to enter a house if they believe an animal is a threat, pets may behave differently if a family member is not present. If the removal of our cleaning provider is due to aggressive pets, our cancellation policy will apply.
Service Fees
Please remember we give these quotes based on years of experience, but we may adjust the price based on the actual condition of the house. To ensure there are no surprises when we arrive & find that the scope of work is greater than anticipated, we’ll call you to let you know if we are unable to reach you, the provider will have to leave & you will be charged the cancellation fee.
We reserve the right to reevaluate rates at any time based on the scope of work it takes to perform our service to meet the client’s standards, Velora Clean will contact the client to discuss price or service revisions if the cleaning time differs significantly.
Payments
Payments are made by credit card or E-transfer. Credit cards will not be charged until AFTER the appointment is completed, however a hold will be placed on the card 24 hours prior to the booking to ensure funds are available. E-transfers will need to be sent 24 hours before your booking or the booking will be canceled.
Refund Policy
We do not offer refunds, we have built our business providing our clients with the best possible service available, still, we realize that we are human, things will from time to time get missed, should this happen email or call us within 24 hours & we will correct the error at no charge.
Recurring Service Discount
Recurring discounts start AFTER the first cleaning service, 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.
Rate Increases
Client’s cleaning rate adjustments may be made at any time during the year should there be changes to the frequency of the client’s established service schedule or home or living situation: remodel, change of address, number of people living in the home, a significant addition of furniture, etc. The customer’s rate shall be increased annually, by an amount not-to-exceed 10% of the client’s current rate.
Lockouts
The client shall make the service location accessible to Velora Clean providers on the scheduled service day. If the team is locked out of the Client’s home, every effort will be made to establish contact with the Client to arrange for entry into the home, if contact is not made within 30 minutes of the arrival of the cleaning team, the scheduled cleaning will be skipped & you will be charged full value of the clean, this is necessary to compensate the providers for unexpected lost revenue & time travel, to avoid the fee provide us with a key or code to gain entry to your home.
Cancellations
Service reliability is extremely important because we reserve a time, especially for you, we request that you give us a minimum of 24 Hrs. advance notice if you need to cancel or reschedule for any reason to avoid incurring a $50 cancellation fee.
Please note that if service is canceled with less than 24 hours notice, OR we are unable to access the home upon arrival, OR we are turned away at the door, the full value of the service will be charged to the credit card on file.
Alarm
If your home is equipped with a security system, please ensure that it is in the off position or call our office with the code & proper directions for use. If the code should change please let us know so you do not incur a lockout charge.
Use of Homeowner’s Vacuum
If you request to use your vacuum, we will not assume or accept any liability for damage to the unit. Since we are not responsible for the maintenance of the vacuum, we will not be responsible for any repairs to it. This is important because if the vacuum is not in working order when we arrive to clean your home, we will not be able to perform any vacuuming of carpet & hard floor surfaces.
Cleaning Supplies
We provide the equipment & products needed to thoroughly clean your home, if you require us to use green cleaning products only, please let us know before we start the service.
If you require us to use your cleaning supplies, note that we are not responsible for any damage associated with those products. When this request is made we ask that you have the cleaning chemicals & supplies ready so we can perform our cleaning service as efficiently as possible.
Items We Cannot Clean
Mold removal is a specialty, we cannot be liable for any mold-related risks in clients’ homes.
We cannot clean hoarding homes or areas containing any animals & humans’ body fluids, blood, feces, vomit, cat litter boxes, bird cages & urine, or excretions.
Unreachable Areas & Heavy items
For safety & liability reasons our providers can’t climb higher than a step stool or work outside of your home. Cleaners can’t move objects more than 35 pounds, if you would like to clean behind heavy objects, please move prior to cleaning.
Breakage/Damage & Loss Policy
While an occurrence is rare, the possibility of breakage or damage is present while we clean. Our cleaners exercise reasonable care when cleaning your home, all providers carry insurance for damage or breakage caused by the provider.
We are not liable for damage that is caused by normal wear & tear, improper installation of an item in your home, artwork, collectibles, or family heirlooms not disclosed during the booking process, these items include but are not limited to the following:
Notification must be made within 24 hours of breakage/loss of any personal items. Identical replacement is always attempted but not guaranteed.
Cleaners Arrival Window
We schedule our cleanings in an order that requires the least amount of drive time in an effort to maintain low prices & avoid trip fees, if you require a specific time we will make every effort to accommodate your request, however, no times are guaranteed.
Due to the unpredictable nature of our business & unforeseen circumstances, traffic jams, weather, mechanical problems, allow us the flexibility of scheduling our cleaning between 8:00 am & 5:00 pm.
We generally arrive within a 2 hour window period disclosed within your booking. If we are running late we will call you or text you.
Holidays
Velora Clean does not do stat holiday visits.
If your scheduled day falls on a stat holiday, we will contact you to reschedule.
House Key/Key Release
In the event the client chooses to leave a door unlocked or place a key under a mat or any other unsecured place for the cleaners to gain entry into the home, Velora Clean will not be held liable for any damages or theft to the client home.
Upon termination/cancellation of services, Velora Clean shall return any client key(s) in its possession no later than 48 hours after termination of services or the next business day.
Non-Solicitation of Velora Clean Cleanings Providers
As our customer, we ask that you agree not to solicit for hire any of our providers to work directly for you. Our professional cleaners are vetted, background checked, and have experience as cleaners. Significant time, resources & money are invested in each new provider before we allow them to enter our customer’s homes.
Governing Law
Any claim relating to Velora Clean website shall be governed by the laws of the Province of Alberta without regard to its conflict of law provisions.
We have taken every effort to design our website to be useful, informative, helpful & honest, hopefully, we have accomplished that & would ask that you let us know if you would like to see improvements or changes that would make it even easier for you to find the information you need.
Velora Clean reserves the right to change these terms & conditions at any time without prior notice to you.