POLICIES/TERMS & CONDITIONS OF SERVICE
DisoClean Company Policies/Terms & Conditions of Service last updated April 1st, 2018.
The following Terms and Conditions (collectively, this “Agreement”) is a legal agreement between you and DisoClean Company (DisoClean Company is herein referred to as “DisoClean”, “Our”, “Us” or “We”) an LLC in the Commonwealth of Pennsylvania, that governs the use of DisoClean cleaning services (collectively called “Cleaning Services”).
DisoClean operates this website www.disoclean.com (the “Website”) through which customers (“Users”) can book cleaning services, by submitting a Booking Request. DisoClean then matches a cleaning team to the Booking Request.
DisoClean Company is in the business of providing Cleaning Services.
NOTICE. PLEASE READ THESE TERMS & CONDITIONS CAREFULLY. BY ACCESSING THIS WEBSITE OR CONTRACTING FOR ANY SERVICES DISOCLEAN PROVIDES, YOU ACKNOWLEDGE THAT YOU HAVE READ AND AGREE TO BE BOUND BY THE TERMS & CONDITIONS OF THIS AGREEMENT STATED BELOW. IF YOU DO NOT AGREE WITH THE TERMS AND CONDITIONS STATED BELOW, PLEASE DO NOT ACCESS THIS WEBSITE. DISOCLEAN RESERVES THE RIGHT TO CHANGE, MODIFY OR AMEND THESE TERMS AND CONDITIONS WITHOUT ANY NOTICE. YOU ARE RESPONSIBLE FOR REGULARLY REVIEWING THIS WEBSITE FOR CHANGES TO THIS AGREEMENT. BY USING OUR SERVICE AFTER THIS WEBSITE HAS BEEN UPDATED YOU CONSENT TO ANY AND ALL CHANGES.
DISCLAIMER OF WARRANTIES
THIS WEBSITE, INCLUDING ALL CONTENT, FUNCTIONS, AND INFORMATION, WHICH IS MADE AVAILABLE ON OR ACCESSED THROUGH THIS WEBSITE, IS PROVIDED ON AN “AS IS” “AS AVAILABLE” BASIS WITHOUT REPRESENTATIONS OR WARRANTIES OF ANY KIND WHATSOEVER, EXPRESS OR IMPLIED, INCLUDING WITHOUT LIMITATION NON-INFRINGEMENT, MERCHANTABILITY, OR FITNESS FOR A PARTICULAR PURPOSE. DISOCLEAN DOES NOT WARRANT THAT THE WEBSITE OR ITS FUNCTIONS, FEATURES, OR CONTENT CONTAINED THEREIN WILL BE TIMELY, SECURE, UNINTERRUPTED OR ERROR-FREE… OR THAT DEFECTS WILL BE CORRECTED. SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OF CERTAIN WARRANTIES, SO SOME OF THE ABOVE EXCLUSIONS MAY NOT APPLY TO CERTAIN USERS.
When you use apps created by DisoClean, you may grant certain permissions to us for your device. Most mobile devices provide you with information about these permissions.
DisoClean will not be held liable or in any way accountable for anything that occurs on any third-party website. That includes any links, hyperlinks or other redirection tools taking you to other websites operated by third parties that appear on this website that are not controlled by DisoClean and do not form part of this website.
If you have any questions or require any more information about these policies/terms and conditions, please feel free to contact us by email at email@example.com
We understand that things come up suddenly and it may be necessary to cancel or skip your scheduled service, DisoClean merely requires a two business day notice. If DisoClean receives less than two business days’ notice, or if we cannot access your home, it will be necessary to charge you the full price of your cleaning. All future cleanings will remain unchanged.
Schedule or service changes may not be made through service providers. Please contact your local office directly for schedule changes.
Recurring service is priced at a discounted rate. Should you choose to cancel recurring service after only one cleaning, please note that our regular One-Time Cleaning charges will apply.
LOCKOUTS / ACCESS
A $45 fee will be assessed in the event that our cleaning associates arrive and are unable to access the premises to be cleaned. This fee is in place to cover expenses they incur for lost travel time and fuel.
You have a couple of options for providing DisoClean access to your home:
- The most preferred and convenient method: you may leave a key to your residence with DisoClean. Your key will be kept safe and secure in our key safe. All keys are coded for security and will never have your name or address attached to them. If you have an alarm system, please give access instructions to your DisoClean office.
- For your safety, we do not return keys by mail. We ask that customers come to their DisoClean office and present a picture ID before a key will be released.
- If it is not possible to leave a key with DisoClean, you may meet the service provider at your residence. Please refer to the Cancellation Policy should DisoClean be unable to access your home during the pre set arrival window.
- If neither of the above is possible, please make alternate arrangements with your local DisoClean office.
The Customer agrees to pay the price quoted by DisoClean after the Service Time, unless otherwise agreed in advance with DisoClean. If no payment has been made by the Service Time, DisoClean will use reasonable endeavors to contact the Customer for payment. In the event that DisoClean cannot contact the Customer or payment is not made by the Service Time, the Customer will be deemed to have canceled the Service, and the Customer must pay any cancellation fees. DisoClean gladly accepts MasterCard, Visa, cash or check.
- A credit card number must be kept on file with your DisoClean office. Your account will be charged the balance due, plus any fees, after each cleaning unless you leave an alternate form of payment at the time of service.
- A $25 fee will be charged for each returned check.
Recurring cleanings specific and priorities must be indicated or discussed when defining your service. One-Time Cleanings are scheduled as standard blocks of time. Every effort will be made to complete your service within the time allocated. Please note that it will take a few cleanings to confirm your ongoing maintenance needs. We ask for your patience while we learn how to best clean your home and assure you that we will move from deep cleaning into maintenance cleaning as quickly as possible.
We strive to have the same staff members clean your home or office on a regular basis, however, this is not guaranteed. Due to vacation, illness or departure from the company, DisoClean may occasionally provide a replacement cleaning team.
If due to the unique nature of your home, your service providers are unable to complete your cleaning within the amount of time requested, we may call you to ask for authorization to spend more time cleaning your home. We will inform you of additional costs accordingly before proceeding with the work.
Any appointment rescheduled after 4 PM the day before the cleaning will be subject to a $45 fee. To the same effect, if a cleaning is canceled or rescheduled by us without reasonable notice we will provide a $45 discount to the client for the cleaning job.
CHANGES TO REQUESTED SERVICES
Any changes to the Service to be provided must be agreed on by DisoClean prior to the Service Time. If the Customer requires any additional services or variations at the time the Service is being performed, the Customer must communicate these changes to our office, who may agree to provide the additional services in its absolute discretion. The Cleaner is not authorized to agree to any changes to the Service being provided. The Customer must not request such changes directly from the Cleaner.
The actual price payable by the Customer is calculated on the total number of rooms in the household. Any price quoted by DisoClean is an estimate only based on DisoClean’s experience, without inspection, and based on information provided by the Customer. If when the crew gets to the job and it is apparent that the actual cost of the Service will exceed the quote provided by DisoClean (i.e. more bedrooms than originally reported, actually a Move In/Move Out job, etc.), DisoClean will provide the Customer with the option to pay an increased fee to complete the Service, or pay the quoted amount without the Service being completed.
To ensure quality service for all valued clients, DisoClean strives to maintain the scheduled arrival times. However, we do require clients to allow for a two-hour arrival window. Arrival windows allow our cleaning teams to handle all the variables of each day and each home without affecting the promises we make to you.
If you wish to be present during the cleaning visit, please be advised that we provide arrival windows of 45 minutes, such as between 9 am – 9:45 am or 10 am – 10:45 am. Many things can affect our schedules, such as cancellations, lockouts etc. If we happen to be running late to your appointment you will be contacted as soon as possible and provided with a new expected time of arrival. When we have a key to the home, our arrival window is between 8 am and 4 pm. We will always provide clients with the expected time of arrival on the day of your scheduled cleaning.
IN-HOME TIME (LABOR HOURS)
Generally, our service providers work in teams of one or two. Please note that, when more than one person is assigned, the quoted time required to complete the job, which was given in labor hours, is reduced. For example, if you were scheduled for a five labor-hour service and two service providers are assigned, the total in-home cleaning time is two and one-half hours.
All prices are flat rates based on how long it takes to clean the 95% of our average homes. Most of our cleanings are completed well before the maximum time limit. However, some homes require extra attention to provide a complete cleaning service. The rates for a standard cleaning of a home are based on the assumptions of maximum cleaning time for a two-person team.
If your scheduled cleaning falls on a holiday that DisoClean observes, we will contact you to reschedule your cleaning.
Since cleaning is a very personalized and subjective service, we need your feedback to help us improve our service. Please take a moment to respond to our feedback request after your service visit. We value your opinions and your feedback is essential for us to serve you better.
24-HOUR SATISFACTION GUARANTEE
DisoClean has a 24-hour 100% satisfaction guarantee policy. If you are not completely satisfied with any part of your service, we will return to your home to re-clean the area in question. If you are home and have any issues or concerns you can call our office before the cleaner leaves and we’ll address them to your satisfaction. We are unable to offer a refund but will happily do our best to make it right. Complaints filed more than 24 hours after the completion of cleaning fall outside our warranty period, and unfortunately may not be covered. Just let us know of any issues within 24 hours of your cleaning.
DisoClean never requires you to tip, but it is a powerful way to say thanks to your cleaner(s). Even a personal note from you expressing your appreciation for their service can mean a great deal.
DisoClean is bonded and insured. Our liability limits are set at a maximum of 10 times the cost of the service charge on the day in which the breakage/loss occurred. Notification must be made within 48 hours of service. Key replacement/locksmith fees are paid only if keys are lost or miscoded. There is a $100 per location liability limit for key replacement and/or locksmith services. DisoClean will not be held responsible for repair or replacement of items broken or damaged due to pre-existing wear and tear, incorrect installation, assembly or usage.
DisoClean uses high-quality, tested, and approved cleaning supplies, including professional-grade vacuum cleaners with four-stage HEPA filtration, to clean your home. However, if you own special products that you would like to have used on particular surfaces, we are happy to accommodate your request. Please contact our office to discuss prior to your cleaning so we might provide instructions to your team. All cleaning supplies are provided by DisoClean in the execution of its standard cleaning services. However, if a client so requires DisoClean will make exceptions and Clean using the clients desired cleaning supplies on the condition the client waive DisoClean standard satisfaction guaranteed commitment. DisoClean stands by its commitment based on the time-tested use of select products in performing all cleaning services. Select eco-friendly products are available upon request.
MOVING OR LIFTING
We value the safety of all our crews and take seriously the conditions under which their duties are performed. Our policy requires for their own safety they do not use tall ladders or move any heavy items of furniture. These types of activities put crew members in danger of injury as well increase the probability of damages to your home and property. If you would like us to clean behind appliances (such as behind or under refrigerators, ovens, sofas, or other furniture), please move it prior to the cleaning visit to allow access to the area.
PETS AND MINORS
While the crews will do the best they can to be aware of the Customer’s pets/minors, the Customer will be responsible for watching and managing any minors or pets during the cleaning process.
This Agreement may be terminated by the Customer by providing at least 24 hours’ notice prior to the Service Time. DisoClean may terminate this Agreement with immediate effect if the Customer is in breach of this Agreement.
CUSTOMER REPRESENTATIONS AND WARRANTIES
The Customer represents and warrants that: it will provide a safe working environment at the Premises for the Cleaner to perform the Service; the Cleaner will have unencumbered and unobstructed access to those areas of the Premises requiring the Service; it will provide the Cleaner with access to all services and utilities (including hot and cold water, electricity, and rubbish bins) as required by the Cleaner to provide the Service; it will advise DisoClean prior to the commencement of the Service of any hazards, slippery surfaces, risks or dangers, ingrained dirt, grease or grime at the Premises; it is authorized to use the Premises and obtain the provision of Service; if the Customer requires the Cleaner to clean behind or under any heavy items (e.g. a fridge, bookshelf, or other furniture), it will move those items prior to the commencement of the Service; and it will secure or remove any fragile, delicate, breakable or valuable items, including cash, jewelry, works of art, antiques, or items of sentimental value prior to the commencement of the Service.
Should you wish to hire a current DisoClean staff member for any home-related service outside of your agreement with DisoClean, our referral fee is $2,000. This fee is due within 30 days of notification from DisoClean. If the fee is not paid, DisoClean reserves the right to pursue other methods of collection.
GIFT CERTIFICATES / GIFT CARDS
Gift certificates do not expire. Gift certificates may not be returned, is not redeemable for cash and no charge will be given, except where required by law. Gift certificates are issued by DisoClean Company and we do not charge service or dormancy fees. To view your gift certificate balance, please log in to your account at www.disoclean.com.
Your security is a priority at DisoClean.com. To provide credit card security and keep your personal information safe, we use Secure Sockets Layer (SSL) technology, the most widely used data encryption coding system for secure e-commerce transactions. All your information is encrypted prior to being sent over the Internet to our system. To protect your information once we receive it, we place it on systems behind secure firewalls, which are computers designed to keep information safe and inaccessible to other Internet users. If your browser doesn’t accept the SSL technology, transactions will not be permitted.
To confirm that your connection is secure, look for the letters “https” (rather than “http”) located in the URL address window at the top of your browser to indicate that you are using a secure browser.