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

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.