Client Service Agreement

Payment Terms:

All payment are due at the time of services provided. 

Thyme & Tidy accepts the following payment methods: credit card, cash, cheque, and E-transfer. 

• Credit Card on File: All clients are required to maintain a valid credit card on file. This information is securely stored and used for billing purposes.

• Automatic Billing: Payment will be automatically charged to the credit card on file immediately after the cleaning is completed and the cleaners have left the premises.

• Transaction Fees: Clients are responsible for covering a 3% credit card transaction fee, which will be added to the total service fee.

• Invoice: Invoices are considered paid once the credit card charge is processed.

​

Late Payment Terms:

Please for your safety do not send banking information via email or text.

Late Fee: A $45.00 late payment fee per cleaning will be applied to accounts with unpaid balances after 40 days

• Collections & Legal: If it becomes necessary to involve a third-party collection agency  or legal action to recover payment, the associated fees incurred by Thyme & Tidy will be added to your unpaid balance.

• All bounced cheques will charged to the client and all banking fees from bounced cheque.

​

Non-Refundable Deposit:

We require a non-refundable deposit of 50% of the initial fee for all first-time cleanings. This will be charged when your first visit is scheduled and will be applied to your cleaning. In the event that you cancel the service after it is scheduled, we will retain the full deposit.

​

Cancellations & Rescheduling:

Kindly give 48 hours notice for cancellations or re-scheduling requests. Last-minute cancellations and re-scheduled cleanings limit our ability to provide a full work schedule for our field technicians and as such are discouraged. Canceling without providing a 48 hour notice will incur a cancellation fee that equals 50% of your cleaning rate. Same-day cancellations may incur a charge equal to 100% of your cleaning rate. Please note that if your cleaning falls on a Monday, we request to be notified by 4 PM on the Friday before your scheduled service. Excessive reschedule requests may limit our ability to provide service. When re-scheduling regular service, we will do our best to accommodate your needs, however availability is not guaranteed. Please note that skipping a visit or temporarily suspending service may incur an additional charge on our return visit. The longer we go between cleanings, the more work our technicians will have to do to restore your home to the appropriate condition.

​

Parking

We require parking to be provided for our cleaning teams. If you live in the city or in an area where parking is difficult, please make sure to either contact us and let us know if we can use a private car parking spot or advise if there is public parking available. Any parking costs incurred will be billed on top of the service. If the parking provided is further than 300 feet from your property then additional charges may apply. Please also note that if no parking is provided and no public parking space can be found (we generally will look for up to 20 minutes) then we may need to reschedule your service.

​

Pricing:

Pricing is subject to change at any time. However, it is our policy to review prices twice per year and make adjustments accordingly. We always give at least a month notice for price increases. Immediate price increases will result from addition of rooms or occupants, new additional pets, a change in building materials (from a renovation, for example) or a change in room/area use. 

​

Access & Lockout:

Lockouts deprive our cleaning technicians of their income. If you do not contact us to cancel a cleaning and the technician arrives at your home at the scheduled time and cannot gain entry or is denied access, we will charge you a lockout fee of 50% of your normal cleaning rate to compensate the cleaning technician for their lost time. A key lockbox or electronic door pad is strongly preferred and will ensure the most consistent service.

​

Security:

We will lock the entry door upon our exit if you are not home. For safety and security of your home and our staff, kindly give us notice if you expect a visitor or service person while we are scheduled to be in the home. It is our policy not to grant home access without the express permission of the homeowner.

​

Arrival Time:

We service homes between the hours of 8 AM and 3 PM. No arrival time is ever guaranteed due to the nature of our business and changing schedules. We will do our best to accommodate requests, but they are treated as requests only and we have no way to guarantee your exact service time.  Due to traffic, trains, and unforeseen circumstances please allow a 30 minute window for arrival. We will communicate with you if we are running behind.

​

Supplies & Equipment:

We provide all supplies and equipment except for the following. For sanitary reasons we ask that you provide a toilet brush and be made available for each toilet in the home. Also we ask that you provide your own vacuum cleaner. This eliminates cross contamination from one home who may have fleas, bed bugs, or something else into yours. If there is a special cleaner that you like or a manufacturer contractor strongly recommended it for your stone, quartz, flooring, etc. please leave it out on the counter on the day we come to clean your home.  

​

Damages & Breakage:

Our professional cleaning technicians do their best to protect your home and possessions, but we know that sometimes things get broken despite precautions. Accordingly, we have worked hard to develop a clear and fair policy to cover accidental breakage.

• If we accidentally break something we will send you a picture and a text immediately or write you a note.

• Please call us to report any instance of breakage as soon as possible after you notice it. Breakage must be reported within 5 (five) days of the incident. Please save the broken item for our inspection. We will review every incident of breakage on a case-by-case basis.

• When value is verifiable and breakage is clearly due to negligence on the part of a Thyme & Tidy employee, we will reimburse the cost of any broken item up to $100.00 per item. Item values over $25 must be verified before replacement or reimbursement.

• When appropriate, we will pay to have the broken item repaired by a professional restoration company instead of reimbursing the cost of the item.

• We cannot accept responsibility for breakage due to objects that are inherently unstable or delicate, inappropriately placed, improperly hung pictures, or wobbly objects.

• If something is not replaceable please let our team know at your estimate and we can make note to just avoid cleaning and touching that object all together. 

​

Health & Safety:

Our cleaning technicians are the heart of our business and their safety is extremely important to us. We require our employees to wear shoes at all times while cleaning your home. We do not clean anything higher than what is reachable with a two-step ladder and do not move anything weighing more than 15 lbs. Due to additional training and safety requirements, cleaning bodily fluids, pet waste and other bio-hazardous material is beyond the scope of our services. We aim to use non-toxic, eco-friendly cleaning products. If you would like us to use your products instead, please understand we will not be held liable for any damage caused by your products. To prevent damage and for the safety of our cleaning pros, bleach and products containing bleach will not be used even if requested. For the health of our staff and clients, we are a non-smoking company. We ask that our clients refrain from smoking in the home while we are performing services. We reserve the right to refuse service if strong tobacco odors are present.

​

To ensure a safe and comfortable working environment for our team, we kindly ask that you confirm the following conditions are met before scheduling a cleaning service:

• No aggressive animals are present.

• No contagiously ill individuals are in the home.

• The premises are free of pests or excessive insects.

• There is no presence of blood, black mold, human or pet waste.

• Hazardous chemicals are not present.

• Refrain from smoking in the home while we are performing services

• Extreme temperatures and fully iced walkways are avoided.

• Family members are not present in a manner that may distract our team or lead to inappropriate interactions.

If these conditions cannot be guaranteed, we regret that we will not be able to complete the cleaning. Thank you for your understanding and cooperation in ensuring a safe environment for everyone involved.

​

Cancelling Service:

You may cancel your cleaning service at any time. We ask for two weeks' notice so we can fill our technician’s schedule.

​

Weather:

We may close for business when severe weather conditions compromise the safety of our staff. If your scheduled cleaning falls on one of these days, we will contact you to reschedule.

​

Holidays:

We do not work on stat holidays, holidays, or weekends. If your regular scheduled cleaning falls on one of these days, we will contact you to reschedule.  We strive to ensure that our staff has a positive work & life balance. Their job is labor intensive and it is important that their bodies have time to rest.

​

Tipping & Gifts:

Tipping or gifts is never required, but is a lovely way to tell your cleaner that you think they did a great job. If you would like to tip you can add it to your credit card either as a one-time or a recurring charge. If you prefer to give cash or leave appreciative gifts, we ask that you clearly label it to make sure that our cleaning technicians know it is for them! 

If you would like to show your appreciate but not through monetization value you can always leave us a Google review! This way you are supporting a local business grow and sharing your positive experience and appreciation.

​

Our Employees:

At Thyme & Tidy, we are proud of our wonderful employees and we put a lot of time, money, and effort into recruiting, hiring, and training only the best people. All clients who accept any service rendered by Thyme & Tidy shall not solicit direct employment, personal agreement, or contracted service(s) of any kind using Thyme & Tidy's present or past employees.

All of our employees are subject to an RCMP criminal background check prior to our hiring process. This ensures safety and trust to all of our clients. 

​

Technology:

We utilize technology to its fullest to provide an even smoother customer experience! You will receive an automated reminder email three days prior to service as well as a text reminder the day before.  

​

Quality Control:

Thyme & Tidy needs your feedback! You will receive a quick survey periodically after a cleaning asking you to rate our service. These surveys are very valuable to us and give us a way to address any training opportunities as well as recognize our rockstar employees based on client feedback. 

​

Vacuum Use Liability Waiver:

Since we use our clients' vacuum for sanitary purposes please ensure that it is easy to maneuver and in good condition upon our arrival. We train our employees to use care when using our customer’s vacuum. But we also understand that belts and cords break, bags don’t get emptied, and sometimes they just stop working for no apparent reason. If the vacuum is not in working order when we arrive to clean the client’s home, we will not be able to perform any vacuuming of carpet or hard floor surfaces. Thyme & Tidy will not be held liable for any repairs to the client's vacuum.

​

Happiness Guarantee:

We want you to be delighted with our services! If you are unhappy with any of our cleaning services, please contact us within 24 hours of your cleaning  with a photo of what you are not happy with and a brief description so we may understand. We will first assess the situation to make sure that we understand the concern, then will re-clean the problem area at no cost to you. The re-clean must be completed within two business days following your service date.  We do not offer discount or refunds.

​

Office Hours:

Our office hours are Monday through Friday 8 AM - 4 PM. We welcome your calls, emails and text messages.  We are closed on holidays but will return to you the next business day.

​

​