250-885-8731
Privacy and Confidentiality
K&K Cleaning and its employees will not share your personal information with anyone.
Keys
Ninety percent of our clients leave a key to their home at our office, and we take extreme measures to protect each key and your home. No identifying information is ever put on any key.
Customers must call the K&K Cleaning office to arrange to pick up their key in person. For your safety, we do not return keys by mail.
If you decide not to issue a key to K&K Cleaning and no one will be home during the cleaning, you may choose to leave a door unlocked or place a spare key in a secured place for the cleaners to gain access to your home. In this case, you release K&K Cleaning of any liability that may arise from any damages or theft to your home as we cannot guarantee that we are the only ones who will have access to your home that day.
Alarm System
If your home has a security system, please inform us how you want to handle it. Please note that it is not necessary for you to have to disarm your alarm systems the day of our cleaning. If you contact your alarm company, they can assist you in programming a code that is unique to our company which can then be provided to our office. Security and safety of your home is a major concern at K&K Cleaning and our employees are sensitive to security and access procedures. Our policy is to lock the door while we are cleaning and to not allow access to unknown persons. Please do not rely on us to let in workmen during the time we are in your home.
Pets
Your pets are members of your family, and we respect that. However, if your pet is afraid of vacuums, is territorial or rough, and will not allow us to do our work, we may suggest that they be placed in areas that we are not working in (ie. garage, kennel, etc.). We will not pick up pet droppings. This includes cleaning litter boxes and dog kennels.
Arrival Time/Hours
Our hours of operation are from 9:00 a.m. to 5:00 p.m. Unless you are our first cleaning of the day, we are unable to guarantee an exact arrival time but approximately, However, we can provide you with a 1 hr window of our estimated arrival time. Many things can affect our schedules, such as cancellations, lockouts, weather conditions, or customers adding services. However, we will strive to meet your cleaning needs with respect to arrival times. Leaving a key at the K&K Cleaning office is the most efficient way to provide us with access to your home. If you want to wait for us to arrive, we respectfully request that you be home during the estimated window of time to let your cleaners in. If no one is home or we are turned away for any reason, a cancellation fee will be charged (see Cancellation Policy).
Parking
Our cleaners will need a space to park their car. In most cases, they can park either on your driveway or on the street. However, if your place is in an apartment building and/or on a busy street where no parking is allowed or there are parking restrictions, please let us know if there is a visitor parking spot for our cleaners’ car. If our cleaners must park in a Pay Parking, you will get charged with the parking fee.
Cancellation Policy
Things come up, and we understand. However, we kindly ask that if you need to cancel, skip, or reschedule a cleaning, you notify us 24 hours before your scheduled day. That will allow us to reassign your cleaner(s) to another appointment. If K&K Cleaning receives less than 24 hours' notice you will be charged for half the amount of your cleaning. If less than 24 hours have been given, or we cannot access your home due to a lockout, it will be necessary for us to charge the full price of your cleaning to ensure that all your needs are addressed, please correspond all requests and changes directly to your cleaning coordinator.
If for some reason you wish to terminate service with K&K Cleaning, please let us know a week before.
Limitations/Disclaimers
Our employees are very important to us, and we are very serious about keeping them safe, so they do not climb higher than a 2-step ladder, move anything heavier than 35 lbs, remove debris or clean up vomit, blood, urine, or excrement. These types of activities put our employees at risk of injury or infection. In case we have an agreement with you to make up beds, lease remove soiled bed linens before we arrive. We will replace it with clean linen that has been left on the end of the bed. We are also unable to wash exterior windows or clean carpets.
If you would like us to clean behind appliances like a refrigerator, oven, or large sofa, please move it prior to the cleaning to allow access to the desired area.
If an employee feels that their personal safety is in danger (someone in the home is intoxicated, vicious animal not contained, etc.), and the employee leaves the job site, the client is still responsible for the full cost of the job. We will attempt to reach you by phone if this situation should arise.
Insects
Insect infestation can be a problem and may prevent us from completely cleaning your home. If an infestation of ants, termites, roaches, fleas, etc., are encountered, we will not clean or vacuum the area. Please do not expect us to clean up dead insects that you've sprayed (i.e. ants, etc.). We will leave you a note or call you regarding the problem.
Distractions
It is important for us to have access to every area of your home that we will be cleaning. In doing so, we need to work freely and without distractions. Excessive visiting with your cleaner(s) (beyond cleaning instructions) prevents them from being 100% focused.
Every effort is made to work safely and cautiously, and we cannot assume liability for injury to others. In order to prevent safety hazards (tripping over buckets, caddies, vacuum cords, etc.), we kindly ask that you, your children, and pets remain out of the rooms that we are cleaning. You may return once we are finished.
Cleaning Quotes
Each place is different, and although we can give you over the phone an approximate estimation of how long a clean will take, we are always available to visit your place for a free accurate quote. If you can not give us access to your place for an estimate beforehand, our cleaners will be able to let you know, at the begging of the clean, how much time they will need. Furthermore, if during the clean our cleaners estimate that they will need some extra time to complete their work we will contact you for your approval.
Firearms
For our protection and yours, in the unlikely event that you have firearms we ask that they be stored and locked away prior to our cleaning your home. We will not clean any rooms in which a firearm is visibly present.
Description of all types of cleaning
Regular: dusting, wiping down empty surfaces, washrooms, kitchen fronts and countertops, garbage collection, tidying, vacuuming and mopping.
Deep/Spring cleaning: Inside windows, blinds, windowsills, baseboards, doors/frames, spot-clean of walls, inside appliances/closets/cupboards/drawers, dusting, wiping down empty surfaces, washrooms, kitchen fronts and countertops, garbage collection, tidying, vacuuming and mopping.
Move out/in: Inside windows, windowsills, blinds, baseboards, doors/frames, spot-clean or full wipe down of walls, inside appliances/closets/cupboards/drawers, dusting, wiping down empty surfaces, washrooms, kitchen fronts and countertops, vacuuming, mopping, sweeping of balcony.
Post Construction: Inside windows, blinds, windowsills, baseboards, doors/frames, spot-clean or full wipe down of walls, inside appliances/closets/cupboards/drawers, dusting, wiping down empty surfaces, washrooms, kitchen fronts and countertops, vacuuming, mopping, sweeping of patio.
Airbnb: change of bedding, laundry, wiping of all drawers/cupboards/closets/inside of appliances, checking of supplies, dusting, wiping down empty surfaces, washrooms, kitchen fronts and countertops, garbage collection, tidying, vacuuming and mopping.
Pre-listing: Inside windows, blinds, windowsills, baseboards, doors/frames, spot-clean or full wipe down of walls, dusting, wiping down empty surfaces, washrooms, kitchen fronts and countertops, vacuuming, mopping, sweeping of patio.
*For all the above types of cleans we can accommodate special requests for more/less cleaning tasks upon discussion with the client.
Damages
Accidents do happen. If we are responsible for damages to your home or items in your home, we will leave a note for you and place a follow-up call. We make every attempt to repair, replace, or pay for any items that we have damaged.
We will assume no liability for items not secured in a proper manner (for example: heavy pictures hanging from thumbtacks, not anchored properly to walls, etc., pre-existing damages, scratches, dings in windows, paint, furniture, floors, walls, etc. Items of monetary or sentimental value should be put away on the day of cleaning and/or cleaned by the homeowner.
All surfaces (i.e.: Marble, Granite, hardwood floors, etc.) are assumed to be sealed and ready to be cleaned without causing harm/damage when common cleaners are used.
Release of Liability
Should you decide you would like us to clean items of monetary or sentimental value, items within curio cabinets, etc., the following will apply: Client hereby releases K&K Cleaning from all liability arising out of cleaning these item(s), and the client understands that he/she is completely responsible for repairing or replacing any damaged item(s), even if an employee of K&K Cleaning may have caused the need for repair or replacement.
Billing & Payments
For your convenience, K&K Cleaning accepts the following forms of payment: Cash, Cheque, e-transfer, and/or Gift Certificates.
Payment is due at the time of service or upon receiving an invoice. We have a "No Payment/ No Clean" policy and we may not clean your home if payment is not present, or you are behind on payments. First-time & one-time cleaning may require pre-payment. If leaving cash or a cheque, please leave payment on the kitchen counter inside an envelope clearly marked for K&K Cleaning, Cheques should be made payable to: K&K CLEANING.
If a cheque is returned for NSF, there will be an additional charge of $35.00 and services will be suspended until full payment has been received. Repeatedly not making payment may result in termination of our services.
Gift Certificates
Gift Certificates are available in any amount. Please call or email the office for more information.
24 Hour Guarantee and Refunds
We want you to be 100% satisfied! If at any time there is a legitimate concern regarding your cleaning, you must call our office within 24 hours of the cleaning. Though we do not offer refunds, if we are contacted within 24 hours, we will gladly return to re-clean the area(s) of concern.
* Please note there are no refunds for gift certificate purchases.
Quality Control
We want to earn a PERFECT 10 in quality and customer service. With that in mind, you will receive calls/texts or emails after some of your cleanings. Please let us know how we performed. Constructive criticism refines us. We want to provide you the best service! Kindly please accept our requirement for a review on Google review.
Soliciting our employees
By using our services, you agree not to solicit for hire any staff member introduced to you by K&K Cleaning for any home-related services. If you are found to have solicited one of our employees, please be advised that our referral training fee is $2,500. Furthermore, we request that you contact K&K Cleaning for any concerns regarding our services; please do not ask our cleaners for their phone number to send them your feedback.
* We reserve the right to adjust our rates and policies at any time.
Continued use of our service indicates agreement with these Policies and Terms of Service.