Terms and Conditions
PET FRIENDLY CLEANING NYC INC also referred to onwards as “Company” or “we”, “us” reserves the right to make amendments to these terms and conditions for our cleaning service in NYC or outside NYC without giving prior notice. By requesting service from PET FRIENDLY CLEANING NYC INC, the client accepts that these terms and conditions below, and agrees to abide by them. Please carefully read these terms and conditions.
REFUNDS: Our services are personalized to each customer, therefore, PET FRIENDLY CLEANING NYC Inc does not offer refunds. However, please contact us within 24hours after the booking start time if you have any complaints about your cleaning service. We do not offer refunds, but we would offer you a free re-clean if we are notified within 24hours of the initial cleaning. Customers must list, with pictures, areas of the home that were missed during the initial cleaning. Any areas not listed within 24hrs of the initial cleaning will not be honored in the re-clean. Also, customers may not add a new service to the re-clean without reaching our minimum new service requirement. Our free re-cleans will take place within 24hrs to 48hrs. The customer must be available to grant access to the cleaners for the re-clean.
RECEIPTS AFTER CLEANING: All receipts are automatically sent once the payment is successful. If customers do not receive a receipt automatically, customers are required to make a request to PET FRIENDLY CLEANING NYC Inc for the receipt to be manually generated. Please note that receipts will only be sent to the email used during booking. If the email isn’t entered correctly the receipt will not be received.
GIFT CARDS: Gift cards can be redeemed for a cleaning service but are not refundable or redeemable for cash. To use a gift card, please go to our booking page and enter your unique gift card code. Any balances remaining on gift cards can also be used on a future service.
NO TERMS OR CONTRACT: There is no term to this agreement between the client or PET FRIENDLY CLEANING NYC Inc. You may cancel your re-occurring or one time cleaning service before 24hrs prior to the scheduled booking. PET FRIENDLY CLEANING NYC Inc also reserves the right to cancel the service provided at any time. However, there is a cancellation fee of $75 for cancelled bookings under 24hrs prior to the booking date. Any appointments rescheduled can only be can cancelled for a $79 cancellation fee or be rescheduled again to a suitable date.
MOVE-OUT CLEANING: Customers who use our move-out cleaning plan agree that their homes are empty and free of clutter. PET FRIENDLY CLEANING NYC Inc does not remove pet odors from homes. If your home is empty and requires removal of pet odors please call a specialist. PET FRIENDLY CLEANING NYC Inc reserves the right to revert customers to a regular or deep cleaning price plan if the home is still being occupied and there are items still in the home upon our arrival. These include, but are not limited to items inside the fridge, inside the cabinets, etc. PET FRIENDLY CLEANING NYC Inc’s move-out cleaning is priced for homes that are empty. Since emptying cabinets and fridges take time, extra charges will be applied when these tasks are added. To use our inside cabinet or inside appliances cleaning plan, customers may leave only minimal items inside. All items must be removed.
HOURLY SERVICE: All hourly services are billed only by the hour at the current rate set-forth by PET FRIENDLY CLEANING NYC Inc at the time of the booking. Customers may not change their booking type after the service has begun without proper notice to PET FRIENDLY CLEANING NYC Inc. PET FRIENDLY CLEANING NYC Inc does not offer custom price booking. A booking service may only be Standard Cleaning, Deep Cleaning, Move-out Cleaning or Hourly Cleaning. All services are adjusted to one of these types of services offered. PET FRIENDLY CLEANING NYC Inc’s cleaners are not able to make adjustment to customer’s cleaning service type during the clean. All cleaning adjustments must be made to PET FRIENDLY CLEANING NYC Inc by email, text message or phone call. Changes to booking are subject to approval by PET FRIENDLY CLEANING NYC Inc. For hourly service where the customer is present during the cleaning, any extra time spent by the cleaners in the home will be billed to the customer. It is the customer’s responsibility to terminate cleaning services at the end of the billable hours to avoid being charged for more time. If a customer wishes to add extra services or time to the hourly service, PET FRIENDLY CLEANING NYC Inc must be contacted by email, text or phone call. If a customer believes that PET FRIENDLY CLEANING NYC Inc’s cleaners are not working efficiently enough, the customer must communicate such concerns to PET FRIENDLY CLEANING NYC Inc prior to the end of the hourly service. For hourly service where the customer is not present, PET FRIENDLY CLEANING NYC Inc will communicate with the customer when the hourly service is completed. If more cleaning is required, the customer will be notified. It is the customer’s responsibility to provide sufficient hours to complete the required cleaning of their property. Where insufficient hours are provided, only the priority areas of the home will be cleaned and the customer will be notified. Our 24hour clean guarantee for hourly cleans is limited only the time it takes to fix any missed areas. The guarantee does not mean the cleaners will spend equal number of hours as the initial hours booked. Customers must express their concerns to the cleaners while the cleaners are still present at the home.
CLEANING APPROVALS: Customers may confirm their cleaning service satisfaction in a few ways. 1. By voice or phone. 2. By replying to our emails. 3. Through text message. All of these ways are acceptable ways we may acknowledge a customer’s approval of the cleaning work. Once this is received, PET FRIENDLY CLEANING NYC Inc reserves the right to deny a re-clean request after the cleaning has been approved. It is the customer’s responsibility to ensure that all non-voice communication to PET FRIENDLY CLEANING NYC Inc are received and acknowledged and done within 24hours of the initial clean. PET FRIENDLY CLEANING NYC Inc reserves the right to deny complaints made more than 24hours of the initial clean as per our policy and agreements. Customers who request to review our cleaning service but who do not show up within 10mins of the teams departure will be subject to paying for additional charges accrued while the team waits for the cleaning review. Customers will be charged for time spent waiting for cleaning review of over 10mins up to a maximum of 1hr at which point the cleaning team may vacate the home.
FIRST-TIME CLEANS: If your home has not had a professional cleaning within the last 30 days, we require the Deep Clean service to be added to your first booking. This allows our team the time needed to bring your home up to our standard before ongoing Standard Cleans can maintain it. If this is not added at booking and our team determines a Deep Clean is needed upon arrival, we will contact you before proceeding with any additional charge.
PET HAIR & SOILING: Our Standard Clean includes a de-shedding pass for normal, everyday pet shedding. Homes with heavy shedding, matted fur, or deeply soiled carpets/furniture beyond normal wear require our Excessive Pet Hair & Soiling add-on. If this applies and wasn’t added at booking, our team will contact you before proceeding with any additional charge.
TEAMS: Our cleaners work in teams of one, two or more depending on the size of the job. A team leader may be assigned to your home. We make every effort to keep the same team leader/team assigned to your home, but we cannot guarantee this. Several factors including illness, promotions, other clients, schedule, etc., may result in a change of cleaners on a team.
CONDUCT: Our cleaners will be respectful while in your home. They will not perform tasks outside of their jobs such as smoking, eating or drinking, watching tv, radio, video games, helping customers with tasks outside the customer’s cleaning plan, answering the telephone or doorbell. Our job is to give you the best home cleaning experience. PET FRIENDLY CLEANING NYC Inc is not a grout specialist, wall specialist, tile/renovation specialist, or any type of specialist outside of general house cleaning. Therefore, PET FRIENDLY CLEANING NYC Inc will not accept tasks outside our scope of work. Customers requiring such tasks must call a specialist.
PETS ESCAPING FROM THE HOME: Neither PET FRIENDLY CLEANING NYC Inc nor its cleaners are responsible for pets that “escape” when our maids are entering/exiting your home. If your pet will be “roaming free” during the clean, please let us know in advance, so the cleaners can be on alert when they open doors. Our cleaners will 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 would like us to use, please call our office prior to your service date. Our service teams come with their own vacuum, but depending on the condition of a customer’s home, PET FRIENDLY CLEANING NYC Inc may require the customer to make a vacuum cleaner available. This is to ensure the safety of other customers, as well as our teams. Vacuum cleaners can carry danders and other materials which some customers may be allergic to. Therefore, PET FRIENDLY CLEANING NYC Inc may require customers to provide our teams with a working vacuum cleaner .
ARRIVAL TIME: Your scheduled cleaning time has an arrival window of +/- 1-hour. This allows our cleaners to get through traffic, and any other delays they may experience when fulfilling your request for service. Any delays beyond this will be communicated with our clients prior to service.
SCHEDULING: Scheduling changes can result in the following:
PRICE & SCHEDULE CHANGES – The price for your recurring service is based on how frequently you request a cleaning service. Below are our service category prices:
- Weekly: Once a week
- Bi‐Weekly: Every 2 weeks but no more than 3 weeks since the last cleaning
- Monthly: Every 4 weeks but no more than 5 weeks since the last cleaning
Rescheduling your cleaning may result in the cost of your service being Less Than, More Than or the Same As your last cleaning. Accommodations will be made for when the home is not occupied and customer may contact us to make amends.
- 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 ADJUSTMENTS: PET FRIENDLY CLEANING NYC Inc may re-evaluate service rates based on the time required to perform our services to meet the client’s needs, PET FRIENDLY CLEANING NYC Inc’s standards and the client’s satisfaction. Clients are required to disclose the true state of the home required for cleaning. Clients/Customers will be contacted if there are large discrepancies prior to the service being offered. PET FRIENDLY CLEANING NYC Inc reserves the right to adjust customer’s prices if the true state of the home or home size is not disclosed prior to booking a service. PET FRIENDLY CLEANING NYC Inc also reserves the right to adjust its prices as shown on the website before or after a customer has booked a service. All price changes do not affect previously booked services. PET FRIENDLY CLEANING NYC Inc constantly reviews its prices to ensure prices are in line with what the market’s current rates are. Therefore after a service has been booked PET FRIENDLY CLEANING NYC Inc may review its prices and increase or decrease them. Recurring services may not be affected by price changes, however, PET FRIENDLY CLEANING NYC Inc may contact recurring clients to discuss large discrepancies in price changes for future work.
WORKING AT HEIGHTS: PET FRIENDLY CLEANING NYC Inc and its cleaners do not work at heights over 2 ladder rungs. Any cleaning that requires using a ladder more than 2 steps up will not be conducted by the cleaners. In order to ensure proper health and safety during jobs PET FRIENDLY CLEANING NYC Inc will decline working at heights.
We may 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 significantly from the original price quoted prior to carrying out the service. PET FRIENDLY CLEANING NYC Inc reserves the right to include appropriate fees to client’s cleaning quote if there are discrepancies not previously listed by the customer.
THE TERMS & CONDITIONS FOR THE PAYMENT POLICY: Payment is due in full when booking a schedule online.
- Payment accepted are: Credit cards (Mastercard, Visa), interac transfer. Cash payments are not accepted by PET FRIENDLY CLEANING NYC Inc. Customers willing to pay cash must contact PET FRIENDLY CLEANING NYC Inc prior to your booking. No booking date shall be withheld for a customer without a credit card or payment detail in our system.
LATE CANCELLATION: Late Cancellation fee of $75.00 will be charged unless notification of a change has been made more than 24-hrs prior to the service date and time. All notifications must be made by calling our office or emailing/texting. Telling the cleaning team when they are in your home is not considered notification.
RESCHEDULING: A customer may reschedule a service more than 24hrs to the service appointment time. A service rescheduled can be cancelled at anytime for $75 cancellation fee or rescheduled to a later date for free.
LOCKOUT/INACCESSIBILITY: PET FRIENDLY CLEANING NYC Inc would make every effort to accommodate its customers in the event of a lockout where our cleaners cannot gain entry to the home. Lockouts can be rescheduled to another date. For cancellations during a lockout there will be a $75 cancellation fee for homes within the city. And for homes outside the city limits, there will be a $79 cancellation fee plus a travel fee.
CHARGES: If it is necessary for you to change, cancel or skip your regular cleaning day, we appreciate at least 2 business days 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, you would have prevented PET FRIENDLY CLEANING NYC Inc from servicing other clients during that time block.
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, a call to our office 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. Additional requests/work given to the team at the time of cleaning that was not agreed upon by our office during the booking cannot be honored. All additional tasks must be added to your cleaning plan during your booking, or by contacting our office.
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 BY PET FRIENDLY CLEANING NYC INC: PET FRIENDLY CLEANING NYC Inc reserves the right to suspend or cancel a booking if there are problems with the access to the home, 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 up to 50% of the 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 call 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. The client must be present at the end of the cleaning. And must inspect the home before the cleaners’ departure. Any damages should be brought to our attention right away. Once the cleaners leave. The cleaner is no longer liable for any damages that may occur where we cannot verify the source of the damage.
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. PET FRIENDLY CLEANING NYC Inc & its cleaners will make every effort to ensure when dusting hanging frames that they do not get damaged. Customers are responsible for the use of proper hanging techniques for their home decor.
If a client suspects theft or actual theft has taken place, it is the client’s responsibility to report the incident to PET FRIENDLY CLEANING NYC Inc office. The client will lay a charge of theft, if actual theft has taken place and follow through to the point of actual prosecution. PET FRIENDLY CLEANING NYC Inc is indemnified against any claim.
HOLIDAYS: The only holidays observed by our company are New Years Day, Labor Day, Thanksgiving, Christmas Eve day and Christmas Day. Regular cleaning will be offered all other holidays. Should your regular cleaning fall on these days, our office will contact you approximately 1 – 2 weeks prior to the holiday to reschedule your cleaning. If you wish to reschedule a cleaning that falls on another holiday throughout the year, please call the office at least 2 business days in advance to avoid a late cancellation fee.
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. PET FRIENDLY CLEANING NYC Inc cleaners may try to organize cluttered workspaces to the best of their abilities to ensure that the cleaning is done satisfactorily.
LAUNDRY SERVICE: Customers who request a laundry service with PET FRIENDLY CLEANING NYC Inc agree that PET FRIENDLY CLEANING NYC Inc shall not be responsible for damages to the washers, dryer or clothes being washed. Every customer requesting laundry service agrees that clothes in the washer may experience discoloration, shrinking, slacking, or other unexpected outcome. Therefore, it is each customer’s responsibility to provide appropriate guidance to the cleaner regarding the laundry service or cleaning of their home. PET FRIENDLY CLEANING NYC Inc is not liable for any damages resulting from the use of our services including laundry service.
PETS: If you have anxious or aggressive pets, our cleaners do appreciate it when they are safely secured to reduce stress and ensure an effective cleaning.
HEALTH & SAFETY: PET FRIENDLY CLEANING NYC Inc reserves the right to refuse a job on grounds of health and safety or any work outside the scope of our insurance policy.
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 benefit a satisfaction survey. We appreciate you feedback.
STAIN REMOVALS: PET FRIENDLY CLEANING NYC Inc will do its best to ensure all stains are removed during cleaning. However, there are long term stains which may be difficult to remove during the required cleaning time; such as stains in the oven, walls, or other parts of the home. PET FRIENDLY CLEANING NYC Inc will advise customers in such cases to decide what is an acceptable cleaning for that portion of the home.
BEFORE AND AFTER PHOTOS: PET FRIENDLY CLEANING NYC Inc takes before & after photos for cleaning jobs completed. These pictures may be used for marketing & as proof of work completed. This reduces discrepancies in expectations and helps PET FRIENDLY CLEANING NYC Inc continue to monitor its cleaning work quality and integrity. The photos of before & after cleaning taken will be properties of PET FRIENDLY CLEANING NYC Inc and PET FRIENDLY CLEANING NYC Inc will not disclose cleaning location or reveal parts of the home that may indicate the customer’s personal information. Customers who are not comfortable with pictures may express their concerns to PET FRIENDLY CLEANING NYC Inc by calling or emailing our office.
WALL WASHING/WALL SPOT CLEANING: Customers who book wall washing or wall spot cleaning service with us agree that PET FRIENDLY CLEANING NYC Inc shall not be responsible for any damage to the walls during cleaning. There are several factors that may lead to damage to walls during cleaning and some pre-existing conditions may already be present before the service is rendered. PET FRIENDLY CLEANING NYC Inc reserves the right to refuse wall service, or any other cleaning service on grounds of health & safety, or other reasons as pertaining to its ability to properly perform the job. A customer’s wall spot cleaning service may be switched to wall washing if the stains are all over the wall as opposed to spotted stains on the wall. In such a case, PET FRIENDLY CLEANING NYC Inc will contact the customer to discuss a service alternative and or alternate date for a different service, as well as price.
HOARDING: Homes where hoarding has taken place require special attention. If the home was booked as a standard, deep or move out cleaning prior to arrival, PET FRIENDLY CLEANING NYC Inc shall convert the customer’s booking to our hourly rate ($75/hour per cleaner.) All such situations can only be cleaned at an hourly rate because PET FRIENDLY CLEANING NYC Inc cannot know how many hours it could take. Estimates will be provided to customers ahead of the cleaning appointment.
EXTRA WORK: Please call us in advance for special requests (i.e. after construction, refrigerator cleaning, garage, extra rooms, or any extras as listed on our website) so we can schedule the time needed to complete these tasks. We will provide an over the phone estimate, however, we reserve the right to adjust the quote after the job is completed. A customer may request additional work for their homes provided the customer contacts PET FRIENDLY CLEANING NYC Inc by phone/email prior to the service time to make the adjustments.
ITEMS WE CANNOT CLEAN/DO: We have instructed our staff to leave certain items untouched, such as items or areas containing any hazardous materials. 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, etc., are encountered, PET FRIENDLY CLEANING NYC Inc cleaners will not clean or vacuum the area.
We will leave you a note, or call you regarding the problem. We do not clean inside curio cabinets. If you have other items you prefer we not clean or handle, please call the office and we will arrange to avoid those items. Our staff cannot climb higher than a step stool, one to two rungs on a ladder, 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.
HIRING OF A PET FRIENDLY CLEANING NYC INC TEAM: Our teams have signed a Non-Compete agreement with PET FRIENDLY CLEANING NYC Inc. 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 PET FRIENDLY CLEANING NYC Inc or for 2 years following termination of contract, without written approval from PET FRIENDLY CLEANING NYC Inc. You agree not to hire past or present teams of PET FRIENDLY CLEANING NYC Inc for a period of not less than 2 years from the date the team member last worked for PET FRIENDLY CLEANING NYC Inc. 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 PET FRIENDLY CLEANING NYC Inc in spite of this agreement, then a placement fee equivalent to 20% of the team member’s annual take home pay is due immediately upon employment of the past/present team member, regardless of whether the employment is regular or on a contract basis. Please contact PET FRIENDLY CLEANING NYC Inc to discuss this process and how to approach it.
TIPS: Tips are appreciated by your cleaning team but not required. Tips can be left as cash for the cleaning team or we can add them to your credit card payment. We pay our team members one hundred percent of what you tip them.
BEHIND APPLIANCES CLEANING: Behind appliances such as ovens, fridges, washers, dryers, etc. cannot be cleaned if the appliances are not moved prior to our cleaners arriving at your home. Behind appliances will not be cleaned on a standard or deep clean. These are only applicable to move-out cleanings. Behind furniture in homes may not be cleaned if moving the furniture would pose a risk either to our cleaners, the home owners, or the furniture. During deep cleanings, if a customer requires behind furniture cleaning, the furniture must be moved prior to our cleaners’ arrival.
Inside Ovens, Refrigerators, Cabinets, etc. Customers requesting inside oven, inside fridge, or inside cabinet cleaning are required to have such places empty before our cleaners arrive.
Our move-in/move-out cleaning requires that the customer’s home be empty before the cleaning service begins.
KEYS: Please make arrangements for your home to be accessible to us. Your scheduled cleaning time may change due to several factors including traffic, but we will ensure to make every effort to be at your home within an hour of your cleaning time as scheduled. Please let us know how our cleaners may access your home either using a keycode, drop box, etc. If a customer forgets to leave us a way to enter the home for cleaning, we will reschedule the cleaning for another day at the clients convenience. Refunds are not given for cleanings where the cleaners were unable to get access to the homes. But we will gladly reschedule your cleaning.
PERSONAL INFORMATION: Calls made to or received from PET FRIENDLY CLEANING NYC Inc may be recorded for quality and training purposes. PET FRIENDLY CLEANING NYC Inc will never share your information or call information with third-party companies or services without prior consent or unless required by provincial or federal law.
OFFICE HOURS: Our office is open Monday through Sunday 8:00am to 6:00pm. We offer after hours customer service through our website’s chat box. Please visit our website and chat with a customer service representative from 8am to 11pm 7-days a week. Please note that PET FRIENDLY CLEANING NYC Inc reserves the right to adjust the chat box customer service hours based on business needs and accommodations. Customers may also contact us and leave us a voicemail on our business phone number. Contact
INSURED: We strive to be the most convenient way to clean your home, and thus our company carries insurance in providing our services.