Last updated: February 2, 2020
Please read these Terms and Conditions ("Terms", "Terms and Conditions") carefully before using the topdogcleaningco.ca website (the "Service") operated by Top Dog Cleaning Co. ("us", "we", or "our").
Your access to and use of the Service is conditioned on your acceptance of and compliance with these Terms. These Terms apply to all visitors, users and others who access or use the Service.
By accessing or using the Service you agree to be bound by these Terms. If you disagree with any part of the terms then you may not access the Service.
If you wish to book an appointment made available through the Service ("Booking"), you may be asked to supply certain information relevant to your Booking including, your name, address, phone number and email.
Recurring appointments are billed on a subscription basis ("Subscription(s)"). You will be billed in advance on a for each recurring appointment.
Links To Other Web Sites
Our Service may contain links to third-party web sites or services that are not owned or controlled by Top Dog Cleaning Co.
Top Dog has no control over, and assumes no responsibility for, the content, privacy policies, or practices of any third party web sites or services. You further acknowledge and agree that Top Dog shall not be responsible or liable, directly or indirectly, for any damage or loss caused or alleged to be caused by or in connection with use of or reliance on any such content, goods or services available on or through any such web sites or services.
Top Dog Cleaning Co reserves the right to make amendments to these conditions without giving prior notice. By requesting Top Dog Cleaning Co to provide service by any means including telephone, email, fax, booking form and or direct conversation – the client accepts that these terms and conditions are binding.
No Term or contract : There is no term to this agreement between the client or Top Dog. You may cancel your re-occurring or one time cleaning service before 24hrs prior to the scheduled booking. Top Dog Cleaning Co also reserves the right to cancel the service provided at any time. Failure to cancel without 24 hours notice may result in a cancellation fee of $50.
Bonded and Insured: We strive to provide the most professional cleaning company you hire. All the professionals are bonded and insured.
STAFF: Our cleaners often work in teams of two or more depending on the size of the job. A team leader is assigned to your home. We make every effort to keep the same team leader assigned to your home, but cannot guarantee it. Illness, promotions, vacations, etc, can all result in a change of team or change of cleaners on a team.
CONDUCT: Our employees will be respectful while in your home. They will not smoke, eat or drink while in your home, nor do they watch TV or play the radio. They do not answer the telephone or doorbell. Their only purpose while in your home is to clean.
PETS ESCAPING FROM THE HOME: We cannot be responsible for pets that “escape” when our teams are entering/exiting your home. If your pet will be “roaming free” during the clean, please let us know in advance, so the team can be on alert when they open doors. Our teams are trained to close doors as soon as they enter and exit your home and will not leave doors open for long periods.
EQUIPMENT AND SUPPLIES: We provide our own cleaning supplies and equipment including vacuums, mops, and cleaning products. If you have a specific product you want used, please advise our administration or alert your team leader so your file can be notated.
ARRIVAL TIME: Cleanings are scheduled in an order that requires the least amount of drive time for each team. This means the exact time of your cleaning may differ each time. If you require an AM or PM schedule we will make every effort to accommodate your request however no times are guaranteed. We try to give an arrival window of about 30 minutes for each scheduled cleaning.
SCHEDULING: Scheduling changes can result in the following
PRICE CHANGES – The price for your recurring service is based on Time Between Cleanings. We have 3 recurring price categories:
Weekly (Once a week)
Bi‐Weekly (Every two weeks but no more than three weeks since the last cleaning)
Monthly (Every four weeks but no more than five weeks since the last cleaning)
Rescheduling your cleaning can result in the cost of your service being Less Than, More Than or the Same As your last cleaning. Time will be considered for vacations when the home is not occupied.
Example 1: a Bi‐Weekly client who “skips” a cleaning, creates a four‐week interval between visits and the applicable (higher) Monthly rate will apply to the next cleaning.
Example 2: a Bi‐Weekly client who requests an additional cleaning in‐between scheduled visits would be charged the applicable (lower) “Weekly” rate for the next 2 cleanings as there will be a one‐week interval between both cleanings.
CLEANING FEE INCREASES: Top Dog reserves the right to reevaluate rates at any time based on the time required to perform our service to meet the client’s standards. We will monitor the actual cleaning time for the first two months and occasionally thereafter. We will contact you to discuss possible price or service revisions if the cleaning time differs drastically from the original bid. We reserve the right to adjust the estimate after the job is completed.
THE TERMS & CONDITIONS FOR THE PAYMENT POLICY: Payment is due in full when booking a schedule online. An invoice will be generated and sent electronically.
Payment accepted are: Credit Cards (Mastercard/Visa)
Refunds: Since cleaning is a very personalized and subjective service, we cannot offer refunds to clients. If you are not happy, we will come back and re‐clean any areas free of charge according to our 100% Satisfaction Guarantee.
LATE CANCELLATION: Late Cancellation fee of $50.00 will be charged unless notification of a change has been made 24hr prior to the service date. All notifications must be made emailing our office. Telling the cleaning team when they are in your home is not considered notification.
CHARGES: If it is necessary for you to change, cancel or skip your regular cleaning day, we appreciate at least 24 hours notice. If you do not notify our office and upon arrival we cannot enter your home, we will charge you a full price lock out fee to cover our expenses. Our teams daily pay is based on homes scheduled. When you skip on short notice or lock out the team, we do not have time to fill in your spot and our teams pay is affected. It also can cause scheduling problems with our other clients. Should you at any time require a change or modification of the cleaning detail or instructions, or wish to change the cleaning schedule of frequency, an electronic message to our email or Facebook page is the surest way of accomplishing this. The cleaning team is instructed to follow the instructions as they appear on their personalized work order and that is a reflection of the information agreed to on this document. Specific instructions or request given to the team cannot be guaranteed from week to week.
SECURITY ALARMS: If your home is equipped with a security system, please insure that it is in the “OFF” position or inform our office of the codes and input sequence before your scheduled cleaning. Please be sure to notify our office if this code changes.
Cancellations: Top Dog Cleaning Co reserves the right to suspend or cancel a booking if there are problems with the access, water or electricity supplies, or problems working around other contractors and /or service providers, as well as interference from any party. The client will still be held liable for the full cost of the agreed service.
ACCIDENTS & Theft: The client is responsible for securing – cash, jewelry and any other items of value. If you have valuables or heirlooms, etc., it would be helpful if they would be put away to avoid accidents. Regrettable and although not common, from time to time, something may be broken. Our personnel are instructed to notify our office at once if ANYTHING is broken, and to leave you a note advising you of the accident. In the event an item is damaged or broken, we reserve the option to repair or replace the item, if it was caused by our team, you must report this incident within 24 hrs of service.
Any damages should be brought to our attention right away.
A dollar value of “one-of-a-kind” items destroyed must be demonstrated in order that a settlement may be determined. We cannot be responsible for wall hangings attached with anything other than “real” picture hooks. No straight pins, thread, etc.
If a client suspects theft or actual theft has taken place, it is the client’s responsibility to report the incident to Top Dog Cleaning Co office. We will cooperate with local police if the the client lays theft charges and if actual theft has taken place. Top Dog Cleaning Co is indemnified against any claim.
HOLIDAYS: Top Dog Cleaning Co is closed for all statutory holidays in Ontario. Should your regular cleaning fall on these days, our office will contact you approximately 2 weeks prior to the holiday to reschedule your cleaning.
CLUTTER: The cleaning will be far more satisfactory if the team does not have a great deal of clutter with which to contend. Desks that have a large amount of paperwork for instance may not be cleaned
PETS and PLANTS: If you have pets, our cleaners do appreciate it when they are secured and that you pick up after them. We do not clean litter boxes or urine/feces from the floor. Due to the individual care that plants require, we are not able to water or maintain them.
QUALITY CONTROL: Our quality control consists of making home inspections and phone calls. A supervisor may enter your home after our cleaning team has done their job. They may call you at home or work. We believe that inspections and client contact is the best way to help in exceeding your expectations and improve our high standards. You may also receive a satisfaction survey. We appreciate your feedback.
EXTRA WORK: Please notify us in advance for special requests (i.e. after construction, refrigerator cleaning, garage, extra rooms) so we can schedule the time needed to complete these tasks. We will provide an electronic estimate, however, we reserve the right to adjust the quote after the job is completed.
OTHER VENDORS or CONTRACTORS: We understand that from time to time our team members may come into contact with other third party vendors or contractors who are doing work in your home or property. Our team will work along with other contractors and do our best to coordinate our jobs so there is no interference. Our team will not provide access to homes to other companies.
We do not supervise or give instructions to other companies.
If you will have other companies working in your home or property, please advise our office, so it can be noted in your file and the team can be advised of the work conditions. It is the responsibility of the client to make arrangements with other contractors to access the home and ensure the other workers are scheduled in a way that will allow us to complete our job.
If there is an issue with our ability to work because of work being done by other vendors we will contact you immediately to make alternate arrangements.
ITEMS WE CANNOT CLEAN/DO: We have instructed our staff to leave certain items untouched, such as items or areas containing any body fluids or excretions and litter boxes. If your pet has an accident or vomits, it will be your responsibility to clean it up. Our teams are advised to clean around these areas.
Seasonal insect infestation can also be a problem and may prevent us from completely cleaning your home. If ants, termites, roaches, fleas, bed bugs etc., are encountered, we will not clean or vacuum the area. We will leave you a note, or call you regarding the problem.
We do not clean inside display cabinets.
If you have other items you prefer we not clean or handle, please contact the office and we will arrange to avoid those items.
Our staff cannot climb higher than a step stool, work on the outside of your home, move furniture that contains electronics, lift any objects over 20 pounds, prepare meals, provide any pet or children-related services, or empty diaper pails. If there are any special requests, please contact the office to discuss.
HIRING OF Top Dog TEAM: Our teams have signed a Non-Compete agreement with Top Dog. They are prohibited from soliciting business from any client on his/her own behalf or on behalf of any third party during their contract with Top Dog or for 2 years following termination of contract, without written approval from Top Dog. You agree not to hire past or present teams of Top Dog for a period of not less than 2 years from the date the team member last worked for Top Dog. A great deal of time and resources are put into picking out the best team. In the event you feel you must hire a team member of Top Dog in spite of this agreement, then a $2,500.00 placement fee is due immediately upon employment of the past/present team member, regardless of whether the employment is regular or on a contract basis.
TIPS: Tips are appreciated by your cleaning team but not required. A recommended tip is 10-15% of your total cleaning fee. Tips can be left as cash (not in the envelope) for the cleaning team or when paying your invoice online with your credit card. To ensure the staff receives please advise the office so we can be sure to look for it.
IF THERE’S A PROBLEM: We guarantee our work. Contact our office before 11am the day following your cleanings (11am Monday for Friday cleanings) and we will make every effort to correct the problem. Top Dog does not refund any portion of a cleaning fee.
KEYS: Please make sure your home is accessible to us. We do not keep copies of keys. We prefer access via a garage or door code. If you do not have one and you wish the team to enter by key, please leave it an accessible area each visit and advise us of the location. Upon leaving the home will be locked and key replaced in the original location.
OFFICE HOURS: Our office is open Monday through Friday 9:00am to 5:00pm (occasionally later and on weekends). We do not respond to voice message. The best means of contact is through our Facebook page or email at [email protected]. Voice messages will not be answered. Please do not text the automated number.
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