Service Policies / Terms & Conditions
Terms & Conditions
Dust N Shine Cleaning Services value your home and business. We are a professional cleaning service that is fully insured in general liability insurance for your protection as well as ours.
Office hours
Our office hours are Monday-Friday 9am – 5pm
Our Contact Information is as follows:
Phone: (306) 559-5354 or (306) 551-DUST (3878)
Email: contact@dustnshine.com
Address: 119 Park Ave. Regina, SK, S4N 0N2
Website: www.dustnshine.com
Holidays
Dust N Shine Cleaning Services will be closed for business during the following national holidays:
- New Year’s Day
- Good Friday
- Victoria Day
- Canada Day
- Saskatchewan Day
- Labour Day
- Truth & Reconciliation Day
- Thanksgiving Day
- Remembrance Day
- Christmas Day
If your scheduled clean falls on one of these days it will automatically be rescheduled via email.
Payment for Services
Payment for cleaning is due in full at time of service unless you are an established client and other arrangements have been made.
Dust N Shine gladly accepts payment in the following forms:
Credit Cards Visa/MC (Please call the office at 306-559-5354- Never give credit card info online, by text or by email), E-Transfer to contact@dustnshine.com, Cash or Personal Cheques
(Please make cheques payable to Dust N Shine Cleaning Services)
** Please note there will be applicable NSF Fees for all bounced cheques**
Customer will be expected to pay the full retail amount. Any late payments that go past 30 days from the date of the invoice will be placed into collections.
Gift Certificates
You may purchase a Gift Certificate for almost any occasion in any denomination. Cleaning Gift Certificates are not redeemable for cash.
Rates
Our services such as initial cleaning, move-in/ move-out and spring cleanings are all billed hourly at the current posted rate per labor hour. A Labor Hour is defined as 1(one) hour of labor performed by one (1) person. Therefore, a team of 2(two) cleaners working for 1(one) hour is 2 Labor Hours, a team of 3 (three) cleaners working for 1(one) hour is 3 Labor Hours, ($Rate x Labor Hour x # Cleaners). The amount quoted is based on the number of labor hours estimated to complete the work. Because we quote homes sight unseen, your cleaning service could take more or less time than the amount estimated. If you decide to stay with Dust N Shine and go forward with our weekly, bi-weekly or monthly cleaning services you will then be schedule at a flat rate. We do have a minimum charge of 3 labour hours.
If the team completes your service in less than the budgeted time, you will only be charged for the actual time required to complete the job. We include the load and unload time in the billable time.
Rate Changes
Dust N Shine reserves the right to evaluate rates at any time. In this event, we would contact you to discuss new prices and services.
Rescheduling/ Cancellations/ Termination of Services
If you need to reschedule your cleaning service, please provide at least 48 hours advance notice. Once we take a reservation, we hold that time open for you and turn away other potential customers in order to ensure your time. Please be courteous and give us as much time as possible to reschedule the cleaners.
Services may be cancelled at any time by either party for any reason. At least (48 Hours) 2 full business days’ advance notice is required to cancel services.
For termination of our regular/recuring service we would appreciate 1(one) week notice by the client.
Lockout Policy
If we arrive at your home and are unable to gain access, turned away at the door or are unable to clean because of a tripped alarm you will be required to pay your usual cleaning fee for that day. Please make sure your home is accessible to us. Most of our regular clients provide us with a key, a door code and/or an alarm code.
Keys/Alarm Codes
Dust N Shine regards the safe handling and securing of customer keys, door codes and alarm codes to be of utmost importance. Information on keys and codes is stored in a secure fashion and alarm codes are encrypted by management as a precautionary measure further ensuring safekeeping.
Credit Card Information
We take precautions to protect your information, when you submit sensitive data (such as credit card). So please, for the purpose of security NEVER Give Credit Card Info online, by text or by email. Please contact us by phone at (306) 559-5354 or (306) 551-DUST (3878) to make credit card payment arrangements. Credit Card data is encrypted in our system and any paper trails are shredded daily.
Refunds/ Satisfaction Guarantee
Since cleaning is a very personalized and subjective service, we cannot offer refunds to customers. However, we want you to be 100% satisfied! That is why we offer a 24-hour guarantee. If you are dissatisfied with your cleaning service for any reason, please contact us by phone: (306) 559-5354 or (306) 551-DUST (3878) or by email at: contact@dustnshine.com within 24 hours of your cleaning and we will return to re-clean the area/areas you are dissatisfied with at no additional cost to you.
Arrival Times
Due to the unpredictable nature of cleaning, Dust N Shine cannot guarantee an exact time of arrival, unless you are scheduled first in the day. Our goal is to arrive and depart between the hours of 9:00 am and 4:30 pm. For your convenience, we text or call you the day before services are scheduled with an approximate time of arrival. However, we reserve the right to arrive earlier or later than the estimated window due to circumstances beyond our control, such as inclement weather, traffic conditions, unforeseen cancellations etc. Should we arrive for a scheduled service to find we are unable to access your home or turned away at the door; our Lockout Policy will apply.
Team Assignment
Dust N Shine does not guarantee the same team of cleaners each visit. However; you may request the same team and we will try our best to accommodate you whenever possible.
Pets
If you own animals especially dogs, please let us know at the initial meeting. (For additional questions, please contact us by phone: (306) 559-5354 or (306) 551-DUST (3878) or by email at: contact@dustnshine.com . We also prefer you secure your pets and pick up after them before our arrival. We do not clean or handle your pet products in any way.
Safety
Our employees are very important to us and we are very concerned with their safety and well being while cleaning for you. If you would like us to clean behind your appliances or furniture, such as your refrigerator, stove or sofa, please have the items moved prior to our arrival to allow us access to the area.
Cleaning supplies
We supply all the cleaning solutions but we can also use yours (the customer) if you prefer. Clean, new and different cleaning cloths and mop heads are used at each home in order to prevent cross contamination.
Bleach
We believe the cleaning supplies we use are just as powerful as bleach. Therefore, we do not use bleach, nor do we bring bleach into your home. If you would like us to use bleach in your home or business, please supply us with a bottle. We do not accept any liability for any damage that may be caused with the use of bleach.
Breakage/Damage
Our teams follow a strict and timely procedure to communicate all breakage/damage with the office immediately so that we can pass all necessary information on to the client as soon as possible. In the event that we break or cause damage to your property during cleaning that has not been reported, a report must be submitted within 48 hours of the service. To submit a report, send an email to contact@dustnshine.com or call (306) 559-5354 or (306) 551-DUST (3878) with the following information:
- What exactly was damaged.
- What is the fair market value of the damaged item?
- Photos showing the damage on the said item.
- Unfortunately, if a report is not filed within 48 hours of the date of service, we will be unable to file a claim and thus cannot pay, or fix, or refund for damages caused.
Closed Drawer & Cabinet /Closed Door
Cleaning staff will never open a closed-off area or drawer in your property. Some exceptions to this rule include.
- Cabinets or drawers containing garbage receptacles will be wiped and liners will be replaced
- You have pre-arranged for an area to be accessed, please leave the door open
any closed doors will be interpretated as inaccessible and left uncleaned.
Extra Services
If you require extra services or additional cleaning on your scheduled cleaning day, please contact us by email at contact@dustnshine.com or call (306) 559-5354 or (306) 551-DUST (3878) at least 48 hours in advance. We can then allow for the extra time needed at your home or business, and can give you a quote for the additional services.
Tipping
Dust N Shine Cleaning Service never requires tipping, but it is a powerful way to say thanks to your Cleaning Team. If you decide to leave a tip, please insert it in an envelope addressed to your cleaners.
**Remember your appreciation need not be monetary. A testimonial letter, a note and/or a rating on our Facebook or Google page from you expressing your appreciation is a welcome gesture as well. **
Privacy Policy
We respect your privacy therefore we strongly enforce our rule to keep all client personal information confidential. Failure to do so is reason for immediate staff dismissal.
When Cleaning is paused for more than six weeks
Your upcoming clean will be booked as an initial visit (for a Deep Clean) and subject to the most current pricing. In this instance;
- You will be provided a new estimate with the most recent pricing requiring approval prior to proceeding.
- The clean may take longer than regular scheduled services.
- Special pricing previously in effect is Null & Void. Future services will be billed at the current promotion or pricing offered at the time of recommencement.
- We can not guarantee your preferred day or slot will be available upon return.
Right Of Refusal
Client agrees that Dust N Shine is not obligated to provide any services at any time and reserves the right to cancel services at any time without notice or penalty. Clients will be charged only for services actually provided. Client acknowledges that Dust N Shine will not be liable for loss, howsoever caused for any failure to provide cleaning services.
Pest/ Biological Waste/ Abuse
Dust N Shine staff WILL NOT clean up any biological waste of any kind and have been given discretion to discontinue any clean where they feel their personal safety may be compromised. They may leave if they.
- Encounter urine, feces, vomit or blood.
- Notice evidence of Bed Bugs, Cockroaches or Rodent activity.
- Find live insects they are not able to identify.
- Feel their personal safety is at risk.
- Feel a client is being unkind, abusive or belligerent.
Illness/ COVID-19
If you or anyone in your family gets a contagious illness, please be considerate of us and call to reschedule your cleaning 2(two) weeks after the illness is gone.
Daily COVID-19 Screening protocols are in place for all of our staff until further notice.
** Temporary COVID-19 Amendments: The 2 full business day (48 Hours) requirement is waived if the cancellation is due to the new onset of circumstances prompting immediate isolation due to Public Health Orders. The COVID-19 Declaration is NOT a cancellation tool. If you need to change or cancel your service, you must inform us with the proper notice. (See: Cancellations & Termination of Service Policy)
Soliciting/ Recruitment Fee
Dust N Shine specializes in providing competent and trustworthy individuals to tend to your housekeeping needs. Providing such services is our stock and trade. Accordingly, it is of the utmost importance that our clients respect our work, risk-taking and ethic by not soliciting our employees from our employment. Accordingly, it is an expressed term of our Services Agreement that you do not:
- Directly or indirectly attempt to solicit Dust N Shine’s employees or contractors;
- Directly or indirectly induce our employees to leave our employment to provide housekeeping like or related services to or for any third party
Dust N Shine recognizes the trustworthy nature of our relationship. We expect and hope that our customers will respect our interests regarding solicitation. Should a breech of this trust occur you agree to compensate Dust N Shine based on past precedent.
Recruitment Fee
A fee of $2500.00 will be charged to any client who solicits employment or an alternate cleaning contract to a current or former Dust N Shine Staff-member within 12 months of termination of their employment with Dust N Shine Cleaning Services. You will be assessed the recruitment fee if you’ve arranged a lower hourly rate than your negotiated rate with Dust N Shine for the same service.
This recruitment fee is invoiced directly to your account and the payment is processed using the default method of payment on file.
Terms
There is no term to this service agreement. You may cancel at any time for any reason.
Service Agreement
Dust N Shine may change the terms and conditions of this Service Agreement upon reasonable notice to the client.