Last Updated on 03-04-21. These Terms and Conditions are effective immediately.

 

Statement on COVID-19:

As always, the health and safety of our employees, clients, and community are of utmost importance. Our response to the COVID-19 pandemic continues to be informed by expertise from agencies, including the Centers for Disease Control and Prevention. To ensure the health and safety of all parties involved, please make us aware of any individuals that have tested positive for COVID-19 within the past 14 days. Positive results will not prevent us from servicing your location but will allow us to take appropriate measures to keep us all safe.

 

Our cleaning specialists take the following precautions & measures to fight against the spread of germs and viruses. This includes:

• Washing hands regularly

• Disinfecting equipment between each job.

• Staying home when they are not feeling well.

• Wearing masks from start to finish

• Practice physical distancing in your home, as appropriate.

If you would like any additional measures taken contact us directly.

 

Dr. Kleenthumb Promise:

We guarantee quality service by always providing:

• Transparency and prioritizing the needs of our clients.

• An affordable service for everyone to enjoy.

• A professional cleaning service that is bonded and insured.

• Trained cleaning specialist(s) on the specified date(s) along with all cleaning supplies and equipment needed for scheduled service.

 

Service Expectations:

• We will always keep your information confidential.

• Unless an in-person service estimate is provided, we can only provide a rough estimate of cleaning service duration, which is based on a basic description of your service location. Please note that duration may vary, therefore a degree of flexibility is required.

• All cleaning specialists registered with and working on behalf of Dr. Kleenthumb have been fully screened through a personal interview, references, and background check.

• Dr. Kleenthumb is not an employer. Our cleaning specialists are self-employed independent contractors, therefore, the tax liability incurred from income is their own responsibility. 

• The cleaning specialist will arrive at the service location at the scheduled appointment time (please allow a 15-minute buffer in case of unexpected delays) with all equipment and supplies needed for service unless otherwise indicated. 

• The cleaning specialist will bring with them a task checklist and receipt prepared for your particular service request. 

• In the event that the work conditions do not meet agreed-upon expectations (e.g., heavy soiling, large debris, area to be serviced is larger than indicated in the service agreement), Dr. Kleenthumb reserves the right to adjust the service fee or cancel the service agreement.

• Payment is expected prior to beginning service but may be delayed until service is completed when requested.

• Tipping is appreciated, but not required (your cleaning specialist will receive 100% of all cash tips).

• We will do our best to complete your service request in the agreed-upon timeframe but may require more time depending on unexpected circumstances.

• We love to hear from you! Please submit any questions or concerns to, andrew@drkleenthumb.com or through our Contact page.

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Client Responsibility:

• The client agrees to pay for scheduled service in accordance with the terms and conditions presented in your service agreement.

• Payment is expected prior to beginning service but may be delayed until service is completed when requested.

• Tipping is appreciated, but not required (your cleaning specialist will receive 100% of all cash tips).

• Please make arrangements for our cleaning specialist to access your service location safely. Clients do have the ability to provide the cleaning specialist with a key for entry, but it is not a requirement. Please include instructions for entry and helpful information for accessing your service location on the form provided at the time of booking. If we are unable to access your service location, payment for scheduled service will be subject to “Rescheduling, Cancellation, Refund, and Lockout Policy”.

• Turn off alarm systems. If you choose to leave the alarm armed, we will not be held responsible for false alarms or misuse of the alarm system. Special instructions for deactivation/activation of any household alarm systems should be provided in advance.

• Please make us aware of any cats or dogs that might be present during a scheduled appointment, and take appropriate measures to ensure the safety of all parties.

• Your service location should be prepared for the cleaning specialist to begin service at the time scheduled. In the event that the work conditions do not meet agreed-upon expectations (e.g., heavy soiling, large debris, area to be serviced is larger than indicated in the service agreement, or client reschedules), Dr. Kleenthumb reserves the right to adjust the service fee or cancel service agreement.

• Please provide access to electricity and running water as is required for the cleaning specialist to complete the scheduled service.

• The client is responsible for providing and disclosing locations to be used for disposing of garbage accrued from servicing your location.

• All fragile and highly breakable items must be secured or removed. If a cleaning specialist is requested to dust/clean valuable or cherished items, wash dishes, clean small computer equipment, antiques, or collections, or use the client’s equipment (e.g., vacuum), the client agrees not to hold Dr. Kleenthumb or any of its contractors responsible for any damage or breakage to any article or component. For that matter, we reserve the right to exclude servicing any valuable or cherished items.

• Items excluded from Dr. Klenthumb's or its contractors' liability include cash, payment cards, items of sentimental value, art, and antiques. Please make us aware of any incidents within 48 hours of service completion to ensure appropriate remediation. If a notice of incident is not received within 30 days of service completion, the client assumes all liability for loss and/or damage.

• We will always make every effort not to break items, but accidents can occur. We carry general liability insurance to cover property damage caused by Dr. Kleenthumb or its contractors. An identical replacement will be attempted but not guaranteed. Damage to property must be reported within 48 hours of service to ensure appropriate remediation. If a notice of incident is not received within 30 days of service completion, the client assumes all liability for loss and/or damage.

• After an incident is reported and payment for scheduled service is remitted, Dr. Kleenthumb may repair the item at its cost. If the item cannot be repaired we will rectify the problem by crediting the client with the item's present actual cash value toward a like replacement. We reserve the right to identify the items' cash value equivalent.

• We may not access our insurance policy to cover property damage if the payment for scheduled service has not been remitted in accordance with the terms and conditions of your service agreement.

• An insurance taken out by the client may void our insurance policy's ability to cover any damages caused by Dr. Kleenthumb and/or its contractors.

• Dr. Kleenthumb and it's contractors cannot be responsible for damage due to faulty and/or improper installation, lack of maintenance, or general wear and tear of any items.

• Clients may submit incident notice to, andrew@drkleenthumb.com or via the Contact Page. Response time may take up to 7 calendar days.

• Feedback and open communication with our clients is very important to us as we make our best effort to always provide a high quality service. Your opinion matters. Please don’t hesitate to contact us with any questions, concerns, or to say “hello”!

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​Rescheduling, Cancellation, Refund, and Lockout Policy:

• 24-Hour Advanced Notice: To best serve the needs of the community and the cleaning specialists, at least 24 hours of advanced notice for rescheduling or canceling a confirmed appointment is requested. Adjustments to the booking calendar cannot be made less than 24 hours before the scheduled appointment start time. Should the client need to cancel or reschdule a confirmed appointment within the 24 hour window, please email andrew@drkleenthumb.com for assistance.

• Please understand that refunds are provided as a courtesy and not a required term of service.

• Refunds: When refunds are requested due to cancellation, the client is eligible to receive:

  • A full refund of payment for requests submitted and received prior to 48 hours of the scheduled appointment start time.

  • Up to a 50% refund of payment for requests submitted and received within 24 to 48 hours of the scheduled appointment start time.

  • Up to a 25% refund of payment for requests submitted and received within 12 to 24 hours of the scheduled appointment start time.

  • A 0% refund of​​​ payment for requests submitted and received within 12 hours of the scheduled appointment start time.
• Lock-out: If the cleaning specialist is not able to complete the scheduled service due to “lock-out” (e.g., cleaning specialist being turned away, the client fails to provide access to the service location, or problem with the client's keys), the cleaning specialist will make best effort to communicate with contact person to gain access to service location. The cleaning specialist may remain at service location for a 1 hour "grace period" beginning at scheduled appointment start time. After "grace period" has expired, the client is encouraged to contact office to reschedule appointment (same day rescheduling cannot be guaranteed).
• In the event of a "lock-out", the client will not be eligible for a refund of payment, however rescheduling service appointment is available at no additional cost to client. Payment for service in accordance with the terms and conditions of your service agreement will be expected within 14 days after originally scheduled appointment time. 

• Non-payment: In the event of non-payment (client has not remitted payment to Dr. Kleenthumb) for service appointments scheduled and/or completed on behalf of Dr. Kleenthumb, the client will be invoiced. Remittance of payment will be expected within 14 calendar days.

• All requests may be submitted to, andrew@drkleenthumb.com or through Contact Page. Response time may take up to 7 calendar days. 

 

Client Satisfaction:

• If dissatisfied with our work for any reason, please let us know within 24-hours so the matter can be remediated at no additional expense. If notice is received 48 hours after scheduled service is completed, remediation attempts may be void.

• Client must allow cleaning specialist to return to service location in the event of cleaning remediation and may be requested to be on-site during the cleaning remediation. Dr. Kleenthumb reserves the right not to return a cleaning specialist more than once.

 

Other Information:

• If the client requests a change to the service agreement that differs from the original estimate, additional charges may be billed or a new estimate may be required.

• Dr. Kleenthumb reserves the right to refuse to share any confidential company documents.

• To meet client needs and their satisfaction, Dr. Kleenthumb reserves the option to adjust our service rates at any time.

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Payment Options and Policies

-Payments can be made online, over the phone, or in-person.

-We accept payment via cash, check (payable to: Dr. Kleenthumb), Pay Pal, and all major payment cards. Please let us know if any other forms of payment should be considered.

-Payment can be made in-person with debit or credit card via mobile card reader. Dr. Kleenthumb will not share the client's card details with a third party.

-For invoiced clients, payment is due 30 days from the invoice date.

 

– In the event that a check is returned or funds are insufficient to cover cost of service, a $35 service fee may be charged to client.

• For in-person payments, please have cash, check, or credit card available before your cleaning specialist begins service. Cash or check (payable to: Dr. Keenthumb) should be put in sealed envelopes.
  
  9. LIABILITY

9.1: 'The Lemon Cleaning Company' reserves the right not to be liable for:

9.2: Completing tasks which are not stated on our task list;

9.3: Cleaning jobs not complete due to the lack of suitable cleaning detergents and/or equipment in full working order, hot water or power;

9.4: Third party entering or present at the customer's premises during the cleaning process;

9.5: Wear or discolouring of fabric becoming more visible once dirt has been removed;

9.6: Failing to remove old/permanent stains that cannot be removed using standard carpet cleaning methods;

9.7: Existing damage or spillage that cannot be cleaned/removed completely using provided by the customer cleaning detergents and equipment or standard carpet cleaning equipment;

9.8: Any damages caused by a faulty or not in full working order detergents/equipment supplied by the customer.

9.9: If the customer has got items which need special cleaning methods and special cleaning detergents, Dr. Kleenthumb reserves the right to refuse the provision of the cleaning detergents.

9.10: We will advise the client to provide the specific cleaning detergents and to pass cleaning instructions to the sales advisors when placing the order or give instruction to the present cleaner;