The Kontra Cleaning LLC
Customer Policy
Overview
The Kontra Cleaning LLC – We Love Clean (“We”, “Us”, or “Our”) value our customer who will subscribe our services. The following is the terms and conditions on how can we provide our services to our customers.
Commitment
We are committed to providing the best customer service possible and will endeavour to process each enquiry as quickly as possible. We are committed to providing our customers with high quality service which meets their reasonable expectations.
Cancellation policy
We require at least 48-hour notice if you must cancel or change your cleaning appointment. Leaving a message after 6:00pm will count as next business day cancellation. We will asses 50% of your cleaning price as a Late Cancellation Fee, if you cancel more than 2 appointments per year without 48-hour notice. Cancellation should be made via email. We will send you confirmation email within 1 business day. If you don’t hear back from us please call us to make sure we received your email.
48 hours sms notifications: You will receive sms notification 48 hours before your scheduled cleaning appointment. If You wish not to receive sms notification. Please contact us via email or phone call.
Arrival Notice
You will be given an arrival window of about 2-hours. Many things can affect our arrival time: traffic, roads closed, lockouts, customers adding services, cancellations, etc. Because of that we can’t provide smaller arrival window.
Lock-out policy
If we can’t access your home at your scheduled appointment, it may be necessary for us to charge Lock-out fee 50% of your cleaning price. Keys and alarms To avoid Lock-out fee it’s best to provide The Kontra Cleaning LLC with the key. There are no personal information attached to them ( Name, Address, etc.). They are store in key safe. If your house has a security system please note that it is not necessary to have to disarm your alarm system the day of your scheduled appointment. You can contact you alarm company and they can provide you with code, that is unique to The Kontra Cleaning LLC.
Safety
We do not use ladders or move anything heavier than 35 lbs. to avoid danger of fall or back
injury. If you like us to clean behind the large appliances like refrigerator, oven, sofa, etc. please
move it prior to our arrival, so we may have access to the desired area.
Additional charge may occur.
Air conditioning and Heating
To prevent heat exhaustion, fainting and possible equipment damage. Temperature inside of your house can not be higher than 74 Fahrenheit. In winter time temperature inside of your house can not be lower than 67 Fahrenheit.
Snow Day Policy
If we decide that weather it’s not safe for us to go on roads you will receive a timely phone call or email, and we will reschedule your house cleaning soon as possible. We do request that you clear your driveways and sidewalks for our safety as well.
Payments
Payments is due at the time of service. The Kontra Cleaning LLC reserves the right to refuse service when check is not present or an outstanding balance is due. If payment is not available at the time of our visit, we must reschedule your cleaning appointment. 50% of your cleaning price as a Fee may occur.
To avoid fee is best to provide Credit / Debit Card Informations for Card On file Method. The outstanding balance will be charged when payment is due. Credit Card Authorization Form must be filed.This authorization remain in effect until canceled.(Due to high processing fee We must charge additional 3,0% – 3,5% of price for Your service)
Payment Method
- Payment by Debit Card: All types of debit card are accepted for payment for all transactions. When paying with a debit card please be sure to state the correct card number, the issue number, the start and expiry date, as well as the correct billing address.
- Payment by Credit Card: MasterCard, Visa, American Express are all accepted (Due to high processing fee We must charge additional 3,0% – 3,5% of price for Your service). When paying with a credit card, please make sure that we have not only the correct card number, but also the correct billing address and the expiry date and the security code on the reverse of your card.
- Payment through check and cash is also accepted.
Card on file : Is required for all customer with regular service
Price stability
We reserve the right to issue rate increase at any time. You will be notified in writing. You can expect a rate adjustment every 12 – 24 months.
Pets
Your pets are members of your family and we respect that. However The Kontra Cleaning LLC reserve the right to refuse service on the day of your scheduled cleaning if an animal in the home is considered dangerous. Pets left inside the home on the scheduled service date will be protected to the best of our ability. The Kontra Cleaning LLC will not be held responsible for the behavior of the pet(s) while the service is being performed. We don’t clean after pets “accidents” in the house. We do not change litter boxes. If you have an indoor animal only, please let us know.
If You have any questions please Contact Us here.