Company Policies
POLICIES OF Citrus & Sage Cleaning Company
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These policies are in place to help us deliver exceptional service to ALL of our clients every visit. Please read through them.
Phone/Office hours - We are available by phone Monday-Sunday 8:30 – 8:30 pm; if we do not answer leave a message and we will call you back as soon as possible. In the case of an emergency or you need to cancel a service you may call at any time. Please reserve inquiries during office hours.
Cleaning Hours - We are available for cleaning Monday – Friday between 7:30 – 4:30, with our last clean of the day scheduled no later than 3:00 pm. We do offer cleanings before and after parties any day of the week but these need to be scheduled in advance for availability.
Holidays - We observe New Year’s Day, Good Friday, Remembrance Day, Labour Day, Canada Day, Thanksgiving, and Christmas Day. When October 31st, December 24th, and 31st fall on a weekday (M-F) we close at 12 pm noon.
Service reliability is extremely important. We will turn down business to not disrupt your regularly scheduled cleaning. Please show the same respect. We request that you give us a minimum of 24 hours advance notice (Monday clients must call before noon on the previous Friday), IF YOU NEED TO CANCEL OR RESCHEDULE YOUR APPOINTMENT FOR ANY REASON. Our business number, 902-877-0706, is available for cancellation at all times. Failure to provide adequate notice could result in a $40 late cancellation fee. We understand that circumstances arise that require a cancellation, but if a client has excessive cancellations we reserve the right to cancel all future cleanings.
Access to your home - We will make every effort to arrive at your home in a timely manner. Because of possible cancellations, construction, street closures, or prior cleans running longer than expected, we cannot guarantee your specific booking time. Our teams require timely access to your home to perform their job. The best way to serve you is for you to issue us a house key, lockbox code, or leave a key for us somewhere on your property. Should you issue us a key or code your key is coded with a number, it is never associated with your street address and kept in a secure location at our office. Should you issue us your lockbox combination your privacy is kept in password encrypted files only employees have access to. If you do choose to meet the team for access to your home, when applicable it is easiest if clients remain on opposite floors as to not distract your cleaners from completing their job in a timely and thorough manner. Circumstances beyond our control such as traffic, weather, or team illness may affect our arrival time. Your flexibility and understanding in these situations are greatly appreciated. We will always do our best to keep you informed of any delays we may be experiencing.
Lock Outs - If we arrive at your home and we do not have an issued key or code from you and you have forgotten to leave the door open or leave a key and the team needs to leave without cleaning for any reason, you could be charged 50% of your regular cleaning cost. Our employees are paid by the hour and this fee is necessary to cover their cost.
Making payments. All payments must be made the day prior to your scheduled cleaning if you're paying by E-Transfer, Debit, or Credit Cards. Cash and cheques will be expected the day of before your cleaning begins. Travel fees apply as of January 1st 2022, said fees are subject to change with the cost of fuel. Service fees for the debit/credit machines are the client's responsibility as are any fees atop the quoted price for your service if the home is in a more unkept state than the average time allotted to a home of your size, this may occur when you are serviced for a New-To-Us Clean as it is your first service additional time may be required or priorty in specific areas of the home may be completed with the remainder of service carried over to the next. Any returned cheque or late payment will result in a $30 service charge.
Should any member of your household require the use of needles, please ensure that they are disposed of safely. Any secure LABELED container like a coffee can, can be used to store used syringes and/or needles prior to the final disposal. Any unexpected stab by an insecure needle can pose serious health concerns to our staff.
Please dispose of bodily fluid hygiene products appropriately. Please wrap up in paper/tissues and toss in a lined canister for easy disposal. We wear gloves to protect ourselves, but we will not be picking up any that may be lying on the floor. (It’s happened!)
In the event of a Hurricane, Snow Storm, and other poor weather conditions we may need to skip your clean in order to ensure our team's safety. We’ll do our best to reschedule to the earliest available appointment
Due to insurance policies, we are not permitted to step higher than our 2-step stool or lift heavy objects or furniture.
To protect our cleaners and your privacy, please be sure that any confidential or potentially illegal documents or substances are put away before your scheduled cleaning.
Damage or Breakage - We make every effort to take the greatest care while in your home, but we understand accidents happen. Identical replacement is always attempted but cannot be guaranteed. We request that all valuable, irreplaceable, collectible, or heirloom items (whether monetarily or sentimentally valued) be stored and/or not cleaned by our team. Damaged or broken items must be reported within 48 hours of service. Note: All surfaces (e.g., marble, granite, etc.) are assumed sealed and ready to be cleaned without causing harm. Should an item (wiggly faucet, loose floorboard, loose light fixture, etc.) be defective prior to our arrival and it requires our attention as per your request we are not in any way responsible for damages or breakage to said item.
Your satisfaction is our #1 priority, therefore we guarantee all of our cleaning services. Any necessary adjustments must be reported to our office within 24 hours of the cleaning date for resolution by one of our cleaning staff members free of charge. If you need to reschedule for any reason we will move your paid invoice over to the arranged date, once invoices are paid service will commend. Refunds not available.
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Citrus & Sage Cleaning Company
Halifax NS
902-877-0706