Just like our Clients, we think, that “Terms and Conditions of Service”, can be too long, over the top and boring to read. So we want to keep ours short, sweet and as simple as possible We mention the usual things such as, Access, keys, pets etc. But the one thing we have to pay special attention to, is “Lock-Outs” and “Cancellations” as this can greatly impact on loss of wages for our Staff.
Cancellations / Reschedules/ Lock Outs: Please note that if service is cancelled with less than 24 hours notice, we are unable to access the home upon arrival, or are turned away at the door, a cancellation/lock out fee equal to 50% of the service fee will be charged.
Power and Water: If power or water is not available on the property, we will be unable to complete a satisfactory job, therefore we have no option but to cancel. There will be a cancellation fee equal to our rate for 1 hour.
Eco Fresh Staff: W are unable to guarantee the same Eco Fresh Staff on each visit. However if you have a preference for a staff Member, we will always try to make it happen.
Arrival Day: Eco Fresh makes every effort to consistently schedule your preferred set day, for regular cleaning. If for any reason we need to reschedule due to staff illness or other unforeseen circumstances, we will give you as much notice as possible. We will confirm with you the day before the clean as a reminder.
Access to your home: We will discuss arrangements of how to access your home before your first service. Clients generally provide a copy of the house key for the company which alleviates the need for the client to remember to leave out / hide a key or having to wait around to let us in each visit. Clients’ keys are labelled with a secure company code so that private information would never fall into the wrong hands. You can be assured that all of our staff have had thorough background checks. Keys will be returned if there is a cancellation of scheduled services. We are big advocates on personalised lock boxes on properties if you would like more information on “Lock Boxes”, or would like to have one installed, please contact me.
Pricing: If you are unsure, Please contact us for a free quote. We don’t charge an extra fee for weekend jobs however on public holidays, we pay our staff extra, and this is reflected in our pricing, by 1.5 times the regular price.
Service area: We offer our services within 15Km’s of Auckland CBD. If you are outside this radius, there will be a call out fee depending on the distance. Please contact us in this regard, before making the booking.
Parking: All our staff drive their own vehicles, we do not drop or pickup staff members, therefore Parking must be available. If parking meters are available, the parking cost will be passed on to the client.
Getting ready for the cleaning: Please don’t “clean” before we arrive, but do please, “pick up” as much as possible. If you leave items laying around, we may not know where they are stored. This will help us to be more efficient and will allow us to focus more on detail and quality for you.
The setting: We love meeting and chatting with our awesome clients however we prefer that the house is unoccupied at the time of cleaning. This way we can be super efficient and give the best service possible. We understand this may not always be possible and it would just need to be something to be discussed before setting up service. For example, you might have a home office and take conference calls, or need “quiet time”, or maybe there is a “little one” having a nap, so we would need to arrange our cleaning visits around that, since we wouldn’t be able to run the vacuum or make noise.
Pets: We absolutely love them! But please secure any pet that may be a threat to our staff. Also please let us know if your pet is an escape artists so we can be more aware when entering and exiting your home.
Valuables: All fragile and highly breakable items must be secured or removed. Items excluded from liability are: cash, jewelry, items of sentimental value, art and antiques.
Our Terms & Conditions: By employing Eco Fresh Solutions, to clean your home, the client also agrees to abide by these terms and conditions.
Staff: The Client agrees that after termination of the cleaning service he/she will not hire or use any domestic services provided by a present or past cleaner introduced to the Client by Eco Fresh Solutions. If the Client wishes to hire or use domestic services provided by such a cleaner then he/she must pay a referral fee of $1000.
Breakages: We cannot speak highly enough of our staff and the care they take in your home, however, sometimes an accident may happen, such as a broken dish or glass. Of course, we do our best to prevent this and believe effective communication is very important.
Sometimes breakage occurs when there are “booby traps”. Those are accidents waiting to happen. We are often handling things that aren’t normally touched (pictures not hung securely (e.g. with thumb tacks), top-heavy items with unstable bases, wobbly objects). Each incident is reviewed on a case by case basis. We cannot take responsibility for these kinds of “booby traps”, so please remove unstable items, to a place we do not clean (we do not clean inside curios, china cabinets or wet bar shelves).
We takes responsibility for our employees and their actions. Our policies are designed to help minimise risks. We will review all incidents to ensure the fairest resolution possible. You are our valued customer and we will always want you to be happy with us. We would never leave an issue unresolved.
Health and Safety: 1.Our Staff are required to wear closed toe, non-skid indoor shoes while cleaning. We are not able to provide service for “shoes off” households. We do however enforce clean indoor shoes to change into.
2. Please refrain from smoking inside, near or around our cleaning technicians.
Cleaning Supplies: To ensure the best quality of service and the best rates, Eco Fresh Solutions, use only the best Eco Friendly supplies and equipment.We only use products from the Eco Store, and Earthwise .
Payments: Online payment options are internet banking and credit card. Surcharges apply. Payment must be cleared in our account a day before the visit. Failure to make payment may result in cancellation of services. Invoices shall be paid upon receipt. Late payment fee =$40 if past 5 days.
If we do not receive a payment within 21 days, we will forward it to a collection service. In the unlikely event that your account is turned over to a collections service and/or court or other legal action is necessary to collect any unpaid balance, the client will be responsible for all filing fees, attorney’s fees, collection fees and other expenses incidental to obtaining full recovery of any unpaid balance. Interest will be charged @ 2% per month to any unpaid balance after 21 days.
Complaints: If the customer is not satisfied with the cleaning service, they must notify Eco Fresh within 24 hours of completion of the Service. Eco Fresh will resolve the issue by offering to re-do unsatisfactory areas.
Free Second Visit Terms:
Free second visits for hourly cleaning service will be discussed on confirmation of second visit appointment.
The customer must remain on-site while Eco Fresh team is there for the second visits. Any concerns should be raised with the cleaning team so that they can fix it while they are there with the customer.
If the customer is unable to attend the second cleaning visit and later they consider it to be an unsatisfactory service, Eco Fresh cannot provide a refund or another free visit.
Please do not hesitate to give us a call if you need further clarification on any of our terms. We clean all homes with as much care and respect as possible. If there is an issue, we seek, ONLY, to make you happy and keep our service to the highest of standard
Thank you for your confidence in allowing us to clean your home the Eco Fresh Way and giving you your time back!
The Eco Fresh Team