Terms & Conditions of Service

PLEASE READ THESE TERMS, LIMITATIONS AND CONDITIONS CAREFULLY. BY SCHEDULING AND USING OUR SERVICES, YOU ARE LETTING US KNOW THAT YOU UNDERSTAND AND AGREE TO BE BOUND BY THESE GUIDELINES.

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The terms and conditions stated herein (collectively, this “Agreement”) constitute a legal agreement between you and Pura Vida Cleaning Services o/a Leanne Hesse, a sole proprietorship under the laws of Alberta (the “Company”, “We”, “Our” or “Pura Vida”) by using or receiving any services supplied to you by the Company (together with the website located at www.puravidacleaning.ca.

 

The Company reserves the right to modify the terms and conditions of this Agreement or its policies relating to the Service any time, effective upon posting of an updated version of this Agreement on the Service or website. You are responsible for regularly reviewing this Agreement. Continued use of the Service after any such changes shall constitute your consent to such changes. If you require any more information or have any questions about our Terms and Conditions, please feel free to contact us by email at info@puravidacleaning.ca.

 

1. There is a minimum service charge of 2 hours.

2. All estimates are only a reasonable estimate of time required to provide the service. Actual cleaning times may vary. The client understands that the time allotted to completing the service is dependent upon condition of the home. Pura Vida will not exceed the allotted time unless prior approval has been received from the client.

3. In order to confirm your booking, a valid credit card number must be provided at time of booking in conjunction with Pura Vida Cleaning Services’ cancellation policy (see item 12). No preauthorization amount is charged.

4. PAYMENT: We accept payments by cash, EFT, and cheque only. All fees associated with your service are due immediately upon completion of services. You may pay the cleaning technician at your site by cash or cheque.  For EFT payments, invoices will be sent to client email and the amount is to be paid in full upon receipt of invoice. Please ensure that info@puravidacleaning.ca is on your safe email list to avoid the invoice going into your junk email folder. You are still responsible to pay the invoice on the same day of your scheduled service. A $10.00 non-payment fee will be incurred if your payment is not received on the scheduled service day.

5. GRATUITY: Gratuity is not required or expected, but always appreciated. If you do choose to leave a tip, cash is preferable as it will be shared equally by your cleaning team. An occasional note to the team when they really impress you would also be welcomed. In addition, your cleaning team receives bonuses based on your feedback, so please call or drop us a note through our website.

6. Cheques that are returned are subject to a $40 NSF charge, to be paid with outstanding invoice charges.

7. Pura Vida uses eco-friendly cleaning products and microfiber cloths, however these supplies are more costly to provide. If the home requires the cleaning team to use more product than what would be considered average, an additional materials and supplies fee may apply.

8. During times of inclement weather or staff illness, Pura Vida may not be able to make your scheduled visit. Pura Vida will provide as much notice as possible and work with the client to set up a new time/day in which to make up the missed cleaning day.

9. From time to time, a Pura Vida supervisor may bring in trainees in order to train them on delivering our service excellence experience. All technicians have passed police and reference checks prior to being placed onsite.

10. GUARANTEE: Pura Vida Cleaning Services offers a 100% customer satisfaction guarantee. If the client is ever dissatisfied with the cleaning service provided, they are to report their concerns within 24 hrs of the cleaning. Pura Vida will return to the home to fix the areas of concern.

11. DAMAGE/LOSS POLICY: Our staff successfully passed police background checks prior to hiring, and we are fully insured for liability. In the event of a breakage or damage, Pura Vida must be notified of any claim within 24 hours of the cleaning visit and we will make arrangements to have the item replaced or repaired for you. Our liability limits are set at a maximum of 150% of your one time service fee. Items excluded from liability are cash, jewelry, one of a kind or hard to get items, items of sentimental value, art and antiques, and electronics. We do all we can to ensure that we use the most appropriate and safe chemicals while conducting our professional services. If the client has used special materials inside showers, sinks and tubs or kitchens, it is highly recommended that this is discussed with Pura Vida prior to the service visit. If damage has occurred as a result of Pura Vida’s activities, and Pura Vida was not notified of any special considerations with in-situ materials (e.g. natural stone), or notified within 24hrs of service, damages are limited to no more than 50% or a maximum amount of $300 to fix or replace damaged material. If any invoices remain unpaid, all rights regarding damage/loss claims are waived until the outstanding amount is settled. Pura Vida Cleaning Services may consider unpaid invoices of services as a “Payment Settlement Agreement Exchange for Damage or Loss Claim” with the client.

12. CANCELLATION POLICY: Notice of cancellation must be given 48 hours prior to the scheduled service. Pura Vida will send a reminder by text/email 3 days prior to the scheduled appointment. If the client needs to reschedule or cancel their appointment, it is advised to do so at this point. We will do all we can to accommodate a more convenient time.  If we do not receive notice of cancellation within 48hrs of the scheduled service, we reserve the right to charge the client’s credit card a no-show fee of $85, and is up to the discretion of Pura Vida management.

13. NO SHOWS/TURN AWAY: Pura Vida requires access to the client’s home on the scheduled cleaning day. The client understands that if on the day of cleaning there is no access available, or if the Pura Vida crew arrive and there has been no notice of cancellation and they are turned away, it will be considered a no-show and the client will be charged according to Pura Vida’s cancellation policy (see item 12). Pura Vida is under no obligation to make up the day.

14. CLIENT INFORMATION: Pura Vida agrees to keep keys and client information secure and confidential. Pura Vida guarantees privacy and will not disclose personal information regarding property, unique design or any other security issues.

15. KEYS/ALARMS: Your key will only be accessed by your service team the day of your scheduled cleaning service and it is returned to the office at day’s end. For home alarm systems, while we prefer it to be turned off on cleaning day, you can show the service team how to operate it if it is a simple system.

16. LOCATION: Please ensure the address you provide is correct, particularly if it is in a rural location. Full legal address is required for              rural properties and any additional instructions you can supply would be helpful. If you live outside of our service area, an additional          travel fee may apply.