Terms & Conditions For Services Provided by That Cleaning Company (TCC)

Our Terms and Conditions were last updated on 08/26/2022. 

Please read these terms and conditions carefully before using the services of TCC.

 

These are the Terms and Conditions governing the use of TCC’s Services and the agreement that operates between TCC and its clients. These Terms and Conditions set out the rights and obligations of all users regarding the use of our services. A client’s use of the Service is conditioned on their acceptance of and compliance with these Terms and Conditions

 

Our Services

  • TCC will provide trained staff members on a specified date and time along with all cleaning supplies and equipment needed including vacuums.
  • TCC will provide a high-quality service tailored to your requirements and schedule.
  • Our teams are instructed to follow the requirements set prior to the cleaning beginning. If you would like additional services performed please contact our office at least one business day in advance so we can schedule the additional work. Changes in scheduling could create changes in fees.

 

How Our Staff Should be Treated

  • TCC staff expect to be treated respectfully by our client(s), their family, and/or guests at all times. 
  • Harassment or Discrimination against any of our staff members will not be tolerated and will result in the cancellation of our services.
  • If at any time during a cleaning appointment a member of staff feels uncomfortable or unsafe, they are expected to call the office and it will be at the company’s discretion based on the situation as to if they remain at the appointment or not. In these situations, TCC will still administer the full charge for the clean, and a full internal review will be conducted to determine if TCC will continue to provide you with our services.
  • If the staff member feels they are in immediate danger without time to call the office, the staff member will leave the property and return to the office or call 911 depending on the situation. In these situations, TCC will still administer the full charge for the clean, and a full internal review will be conducted to determine if TCC will continue to provide you with our services.

Pets

  • TCC charges a flat fee of $20 for cleaning a home with pets. This is on top of our standard prices and does NOT apply to pets that live exclusively in tanks and cages. It only applies to pets that have some access to any part of the rest of the home. 
  • You MUST inform us of any pets that will be present at the property. This is to ensure the safety of the animal and the safety of our staff members.
  • TCC is happy for your pets to be loose around the house if they are friendly and well-behaved. If you feel our presence may upset or cause stress for your animal, please ensure they are either put in a separate room or won’t be on the property at the time of our visit.
  • TCC strongly recommends detailing any specific interaction requirements during your initial walkthrough.
  • If your pet hurts or injures a staff member, company policy is for the staff member to call the office immediately to inform us, they are then to leave the appointment and obtain a tetanus shot and any other required medical treatment. You will be responsible for any costs generated by this and will be invoiced accordingly. 
  • If a pet is dangerous or poses a threat to staff, itself, or other animals on the property, such as biting or aggressive behavior, we will contact you to discuss alternative measures so that we can carry out our services in a safe manner. If a resolution is not made, we reserve the right to terminate service for the safety and well-being of our staff

 

Rescheduling, Cancellation, and Lockout Policy

  • TCC requires 24-hour notice for reschedules or cancellations. There will be a cancellation fee of 50% of the customer’s typical cleaning rate for cancellations within 24 hours of scheduled cleaning and all lockouts.
  • TCC’s cleaning hours are from 9:00 AM to 7:00 pm. If for any circumstance our staff is sent away or locked out from your home between these hours, there will be a cancellation fee of 100% of your typical cleaning rate. We will make every effort to work within the time frames requested but ask not to be sent away during our working hours. (Exceptions can be made when a client or household member is ill and must remain in the home and similar emergencies but we ask you to call the office to inform us)
  • For Company initiated schedule changes, we will endeavor to provide you with as much notice as possible 
  • TCC will make every attempt to reschedule company-initiated schedule changes due to holidays or extreme weather conditions as close to the regularly scheduled cleaning date/s as possible.

 

Expectations of Clients

  • Be advised that if the staff members are subject to distractions that affect our ability to work we reserve the right to charge for our extra time spent in the home. Distractions include but are not limited to: pets, third parties, or contractors interfering with the staff members’ duties.
  • The client agrees to notify the office if any person in the household is suspected of having contracted an infectious disease or if there is anything present within the home that may affect the health or well-being of the staff member, their family, or anyone they come into contact with. This notification must be as early as possible, but at least 24 hours before the scheduled visit. We reserve the right to cancel cleans under such circumstances.
  • The Client must allow the cleaner access to hot water and power.
  • Have your home picked up and free of obstructions so that your home is ready to be cleaned. Hourly charges may be incurred if staff require more time because your home is not ready to be cleaned.

 

Payments & Invoicing

  • First Time and One-Time Clients will be sent an invoice in advance of their cleans requesting a 25% deposit, to be paid in advance of your appointment. If the deposit is not received by the time of the client’s appointment, we reserve the right to withhold our services until it is paid. This deposit must be paid electronically via the invoice or over the phone via debit or credit card.
  • All other Invoices ( such as balance due, recurring invoices, regular clients, etc.) will be sent out via email after your clean has been carried out. This is to ensure the invoice reflects the full scope of services you received, last-minute changes, one-off charges, or additional extras. 
  • Invoices are to be paid within 5 calendar days from the date your clean was carried out. Invoices not paid within this time frame will be subjected to an additional fee of $15
  • An invoice should be paid electronically through the emailed invoice. Check and Cash provided at the time of the appointment are also accepted, however, please note there is a service charge of $15 that will be added to your invoice if the check bounces for any reason. 
  • If you have 2 or more bounced checks on your account within a 12-month period we reserve the right to refuse payment by check and will require you to find an alternative payment
  • Declined cards or failed payments do not generate a charge to the client, provided the issue is resolved within 5 days of us notifying you of the failed payment. If the issue is not resolved within those 5 days a charge of $15 will be added to your invoice
  • If there are any discrepancies with your invoice, it is the client’s responsibility to contact the office as soon as you notice them. 
  •  If you are unable to pay your invoice within this time frame YOU MUST CALL THE OFFICE so that we can discuss potential payment plan options. This does not guarantee that a payment plan will be put in place but we will, within reason, attempt to be as understanding and accommodating as we can be.
  • To meet customer needs and their satisfaction, TCC reserves the option to reevaluate our rates and fees at any time. TCC will notify our clients by writing/email of these changes

Liability

  • If TCC staff are requested to dust/clean inside of china cabinets or hutches, start laundry, wash dishes, clean small computer equipment, antiques, or collections, or use customer’s equipment or products (e.g. vacuum), the customer agrees not to hold TCC or any of its staff members responsible for any damage or breakage to any article or component.
  • TCC will make every effort not to break items, but accidents do happen. TCC has Limited Liability protection for replacement or repair. Identical replacement will be attempted but not guaranteed. It is for this reason, we avoid cleaning requests for irreplaceable or sentimental valuable items. Damage must be reported within 48 hours of service and after 30 days customer assumes liability.
  • TCC cannot be responsible for damage due to faulty and/or improper installation, lack of maintenance, or general wear and tear of any items.
  • TCC cannot care for or take responsibility for pets, plants, or children in the home during your appointment.
  • TCC will not be held responsible for any alarm systems. The customer should give clear instructions for the deactivation/activation of any household alarm systems.

 

Data, Information &Security

  • TCC  agrees to keep all client’s details and information confidential and in line with GDPR regulations. Full details of our Privacy Policy can be found at https://thatcleaningcrew.com/privacy 
  • TCC secures all keys in its care. If a key is given to TCC for property access, please make sure your home is accessible to us and there are no obstructions. If your home is equipped with a security system, please ensure that you advise us of the entry code or have it disarmed.
  • If you wish to place an order for our services, You may be asked to supply certain information relevant to Your order including, without limitation, Your name, Your email, Your phone number, Your credit card number, the expiration date of Your credit card, Your billing address, and Your shipping information. 
  • Clients represent and warrant that: (i) They have the legal right to use any credit or debit card(s) or other payment methods (s) in connection with any booking they make; and that (ii) the information supplied to us is true, correct and complete. By submitting such information, they grant us the right to provide the information to payment processing third parties for purposes of facilitating the completion of their order. 
  • TCC, its marketing, website, and any and all of its original content (excluding Content provided by You or other users), features, and functionality are and will remain the exclusive property of the Company and its licensors. TCC is protected by copyright, trademark, and other laws of both the Country and foreign countries. Our trademarks and trade dress may not be used in connection with any product or service without the prior written consent of the Company. 

 

Feedback & Complaints

  • If you have any complaints, concerns, or feedback please email them to thatcleaningco@gmail.com where they will be assigned to the appropriate person within TCC. We aim to respond to these emails within 5 to 7 Business days.
  • From time to time TCC may use the feedback given to us by our Clients, regarding any and all aspects of our business or services we provide, as part of our marketing materials. TCC will list the feedback with the client’s first name and last initial. If you wish for your feedback to be listed anonymously or to ask us not to use your feedback please notify the office via the email listed above.