AspenClean Terms of Service
SAFETY OF EMPLOYEES - All employees are covered by WCB. In addition, to protect health and safety of our employees, they do not move anything heavier than 35 lbs. Should you require us to clean behind heavy furniture or appliances, please move them prior to our arrival to allow access to the target area.
CANCELLATIONS - Should you wish to cancel or skip any scheduled cleaning appointment, please provide AspenClean with a minimum of two business days (48 hours) notice prior to your scheduled appointment. If we do not receive adequate notice the following cancellation fee will apply:
- Within two business days (48 hours) you will be charged 50% of your scheduled service
- Within one business day (24 hours) you will be charged 100% of your scheduled service
ARRIVAL TIME - We provide you with a one hour arrival window relative to the scheduled appointment time to allow for factors beyond our control such as traffic conditions, lockouts, customers adding services or cancellations. Leaving a key with your local AspenClean office is the easiest way to provide us with access to your home if you cannot be there.
ACCESS - Access instructions must be provided at the time of booking. If we are unable to gain entry to your home, a member of our Customer Care Team will contact you to request further instructions. Our Team will wait for a maximum of fifteen (15) minutes before proceeding to their next appointment. A full cancellation fee will apply in such instances.
KEY SECURITY - AspenClean takes extreme measures to provide you with absolute security for your keys at all times. Customer keys are stored in a key safe and are assigned only numeric codes for identification. On the day of your scheduled cleaning our Office Manager will retrieve your key, provide it to your team and lock it back up in the key safe at the end of the day.
For your safety we do not return keys by mail. We will return your key in person or you can pick it up from the AspenClean office. A picture ID must be presented before your key is released.
PRIVACY - We respect your privacy. While the nature of our business requires us to obtain personal information from you, we will never knowingly sell, rent, loan or provide your information to any third party (except the financial institution that processes your payment or agencies to help us collect past due accounts) without your specific consent.
BREAKAGE & LOSS - AspenClean is bonded and insured. Our insurance policy provides a Comprehensive General Liability limit of $2,000,000. If your keys are lost or miscoded, we will cover the cost of key replacement or locksmith up to $50.
PAYMENTS - We accept the following forms of payment: MasterCard, VISA, check, and cash. Payment must be made in full to AspenClean upon completion of service. A finance charge of 2% per month (24% annually) will be charged on all past due balances. A $25 fee is applied to all NSF or declined checks.
REFUNDS & GUARANTEES - If you're not 100% satisfied with quality of cleaning of any of the serviced areas, please contact us within 24 hours of your clean. We will re-visit your home or office at no extra charge. However, due to the subjective nature of the cleaning industry, we do not offer refunds to customers. Gift Certificates are non-refundable and cannot be exchanged for cash or credit.
NON-SOLICITATION OF EMPLOYEES - As a client, you agree not to hire any present or past employee of AspenClean for any home-related service outside of your agreement with AspenClean for a period of six months from the last cleaning service received from AspenClean.
Carpet Cleaning Terms of Service
STAIN REMOVAL - We will do our best to remove your stains however we cannot guarantee success.
EXCESS SPOT REMOVAL - If your carpet contains a large number of spot stains an additional cleaning charge may apply. Our technician will discuss this with you before commencing work
VACUUMING - Please vacuum your carpet prior to the technicians arrival. Failure to do so may result in additional charges.