1. EQUIPMENT AND PRODUCTS
We provide all the products and equipment necessary for the services we provide at our clients' sites. As we respect all government environmental standards, we ensure that we use environmentally friendly products. However, we do ask our clients with pets to provide us with the vacuum cleaners and mops to wash the floors. If the customer insists on the use of a specific product, it is the customer's responsibility to provide the product in question.
2. HOURS OF ARRIVAL OF THE TEAMS
Time is a very important issue at EDWARD. Unfortunately, it is impossible for us to advise you of our arrival time. This is the reason why we cannot provide our clients with the precise hours of service planned for their residence. Visits always take place during the day between 8:00 a.m. and 4:00 p.m. Please note that if other clients cancel their service on the same day as you, your scheduled service could be advanced or delayed on that same day.
3. BREAKAGE AND WEAR AND TEAR
During the first visit, we carry out with our clients an inspection of the premises in order to identify any breakage or wear marks observable on the furniture, objects, appliances and the entire structure of the house. The inventory of fixtures in this contract also relates the observations made beforehand. We are therefore free of any aggravations that could occur following regular maintenance.
In the event that a piece of furniture needs to be moved in order to clean, Edward's team is not responsible for the marks. Customers must advise us of furniture or items that should not be moved or moved under any circumstances where there is a risk of breakage. We recommend that all our customers use protective cushions under their furniture. Our team reserves the right not to move certain furniture to minimize the risk of damaging anything.
BREAKAGE NOTICED, WHAT TO DO?
If one of our team would break an item by accident, a memo will be left for the client's attention at home. The client should contact Edward's Customer Service Department by email within 24-48 hours of the event indicating that they would like compensation. Depending on the situation, we will first assess the possibility of repair, replacement or monetary compensation as a last resort. For any replacement or monetary compensation, it is the customer's responsibility to provide us with proof of the value of the goods.
WHAT DO WE MEAN BY WEAR AND TEAR?
Every home ages and requires basic maintenance. It can simply be a toilet seat that gives way over time, a light fixture that is not well attached to the wall or a house door handle that freezes in the winter. Each case is individual, if we judge that it is normal wear and tear, we will absolve ourselves of all responsibility.
Our teams take all the necessary steps to remove all stains on a surface and restore shine to your property. Unfortunately, we cannot guarantee a refurbishment of your property. Here are a few common examples:
- When cleaning carpets, we do not guarantee that all stains that we do not know about will disappear completely.
- Limescale stains that are normally found on bathroom plumbing, shower glass and sometimes ceramics are not guaranteed to completely disappear at the first cleaning.
Depending on the case, we will evaluate the work of our team and judge if it is a question of a work not completed by our team or a refurbishment not possible. In the case of a work not completed, the customer must refer to the policy of SATISFACTION GUARANTEE OF SERVICE.
5. SERVICE ADDITION
You can request additional services such as cleaning the inside of your appliances or windows by emailing email@example.com.
We will process your request as soon as possible. Services are payable at the time of booking by bank transfer to firstname.lastname@example.org.
COMING SOON! You can add services à la carte through our web platform. These must be added 48 hours before your visit.
Our employees appreciate that your pets are always in a safe space during our visit and that you have picked up all their personal belongings to facilitate our work. We disclaim all responsibility for the care of your pets. Please note that our team does not pick up your pets' excrement. We reserve the right to require a client to provide their equipment (vacuum cleaner and mop) in the event that their presence causes a problem.
7.GUARANTEED SERVICE SATISFACTION
EDWARD likes to satisfy all the needs of its customers and that is why it offers a guarantee of its services or remitted service.
In the event that expectations are not met, it is the customer's duty to inform the company within 24 hours of the visit by email email@example.com with supporting photos. Depending on the case, we will return our team to take over the part of the work not completed or what was not up to standard. We reserve the right to judge that certain complaints can be corrected during the next visit and do not require the recall of our team (Ex: a forgotten garbage can).
EDWARD disclaims all responsibility once the deadline has passed. In return, the customer agrees to clear the surfaces and floors of any object that may hinder or obstruct the passage of our team (counter, vanity, dishes, toys, clothing, etc.).
Please note that we do not offer any monetary compensation in the case of dissatisfaction with our services. Our policy is Quality Guaranteed or Service Remitted.
8. KEY AND ACCESS TO THE PROPERTY
The Customer provides EDWARD with access (key or code) and EDWARD agrees to keep the information confidential. Make sure you keep your customer account information up to date via our platform.
If the customer refuses to give us access to his property, it is the customer's responsibility to ensure access to his property. Otherwise, the service may be cancelled and fees for the service will not be refunded.
We do not recommend keeping a key in a hidden place for all visits by our team. In the preceding case, the customer understands that EDWARD is thus released from any and all liability in the event of an entry by infraction, theft or incident of any kind.
We require a duplicate key in order to allow our residential service supervisor to inspect the quality of our team's work.
9. DEFAULT OF PAYMENT
All payments are charged to your credit card the day before your service.
In the event that a payment is returned to us, a fee of 35$+tax per refused transaction will be added to your invoice. We reserve the right to cancel your services with us if this fee is not paid. It is the customer's responsibility to keep their banking information up to date in their customer account.
In the event that your services are suspended in the event of non-payment, the suspended services will free up your place on the schedule for a new customer. When your service resumes, the system will propose a new time slot and resumption fees are applicable.
10. SERVICE CANCELLATIONS
FORGOT TO VISIT :
In the event that a client forgets a visit from our team and does not have access to the residence to perform housekeeping, the fees will be charged directly to your account without refund. Our team is committed to communicate with you by email and by phone (information available on your client account) in order to save you these fees. In the event that we have not been able to access your residence within fifteen minutes of our team's arrival, we will cancel the service without refund.
A client who requests the return of our team will have to pay an additional $50 travel fee if the 15-minute delay has passed or if we return the service within the following days.
CANCELLATION WITHOUT MORE THAN 48 HOURS NOTICE :
For any cancellation of service without notice of more than 48 hours, the service fees will be charged to your account. To cancel your Service or contract with us, it must be done through your online customer account. A customer who cancels below this deadline will not be refunded and their service will not be rendered.
****COVID-19**** we understand the current pandemic situation and understand that it may be difficult to meet the 48+ hour deadline. If this is the case, please contact our customer service department at firstname.lastname@example.org. Where appropriate, we will make sure to offer a refund for late cancellation and provide more flexibility.
If you leave for a specific period (ex: vacation) and you wish to temporarily suspend your service, it is possible to put your service on PAUSE via our web platform. It is important to note that if your service is interrupted for more than 4 consecutive weeks, the fees for the first visit will be added to your invoice when you resume your service. You will keep your place on the schedule up to a maximum of 6 weeks. After this period, the system will propose a new date, according to availability and current prices.
In case of infectious disease (chicken pox, gastro, flu, etc.), it is the client's responsibility to notify EDWARD in order to postpone the scheduled visit. The employee has the right to refuse to work under such circumstances. Otherwise, EDWARD reserves the right to cancel the visit and the fees will be charged to your account. The health of our employees is important to us, so please cancel your services in the event of an infectious disease. If you are unable to cancel within 24 hours, please contact our customer service department at email@example.com.
IMPERATIVES (SNOW, RENOVATIONS) :
EDWARD reserves the right to apply the full fee if access to the property is impossible due to imperatives beyond its own control. (Muddy entry, snow accumulation, renovation work in progress, change of code, change of lock, etc.).
IMPERATIVES (POWER FAILURE, WATER FAILURE) :
The customer is also responsible for notifying EDWARD in the event of a power outage, water failure or any other breakdown that may make the planned work difficult or even impossible. In such situations, EDWARD reserves the right to cancel the service. The service will be resumed as agreed in the schedule on the next available date. If the Customer cancels the service, the Customer will be charged for the totality of his or her fees. The Customer may request that we resume our service within the following days, the Customer will be charged a $50 travel fee if our team has not been notified at least the same morning by email at firstname.lastname@example.org.
Our teams do not work on holidays, you will automatically receive an email to notify you if your service is scheduled for a day off. It is the client's responsibility to ensure that their scheduled service is rescheduled for a day off. Otherwise, the service will be automatically cancelled without any payment being taken.
11. REPRESENTATION OF THE SITE
Edward is a high-end housekeeping service. During the first service visit with our team, a visual inspection of the premises will be done by our team. Edward reserves the right to request that the fee for the first visit be revised upwards if the team feels that the work requires more time to bring the condition of the premises up to standard. The additional fee is based on the anticipated overtime and is $35/hr per person.
Edward also reserves the right to cancel a client's visit if they judge that the premises are unsanitary, have coffee shops and/or are left in unacceptable conditions for our team to do their work. It is the client's responsibility to ensure that their property is in a condition worthy of Edward's visit. If not, the service will be cancelled and we will refund the service fee and a $50 travel fee.