Policies and Procedures
Rescheduling or Cancelling Cleans: If you need to reschedule or cancel your cleaning service, we require a notice of at least 3 business days to avoid a rescheduling/cancellation fee of 40$. If less than 24hrs notice is given, you will be charged the full rate of your scheduled clean. If you would like to reschedule or cancel a cleaning service, please contact the Voila! Manager via email: email@example.com or by phone: 1-(506)-647-0504.
Adding or Reducing Cleaning Tasks: Our cleaners utilize the checklist that is specific to the type of cleaning service requested by our clients. We understand that last minute changes may arise, however we ask that you notify Voila at least 2 weeks before the scheduled clean to allow for appropriate scheduling changes. Depending on our schedule, we may not be able to accommodate requests for additional cleaning tasks. If clients leave a note or checklist for the cleaners, they will prioritize your list first, followed by our checklist if time allows.
Pricing: Our pricing is based off a variety of factors including: square footage of a home, type of clean, cleanliness of a space, additional cleaning tasks requested, and the location of your home. Although we always do our best to provide an accurate quote prior to the first clean, it is only an estimate and can change depending on how long it takes our staff to meet the needs of each client.
Travel Fee: All residents located more than 15 minutes outside of Saint John city limits will be charged an additional travel fee to offset the cost of travel to and from the location.
Access to Residence: In order to ensure uninterrupted service, we ask that our clients provide reliable access to their residence. Prior to our arrival, we will ask you to specify the entrance location and the security code/key (if applicable). All client information (including keys and security codes) is kept in a secure lockbox or computer drive inside our main office. Such information is not permitted to be taken with staff when leaving site. We do not place any identifying information on client keys for security purposes.
Lockout Policy: If staff arrive on site and are unable to gain access to your residence or business with the access information previously provided, we will charge the full rate of your clean. Please advise the Voila manager by email: firstname.lastname@example.org or by phone: 1-(506)-647-0504 of any changes to access information as soon as possible.
Payment Options: Clients can make payments via credit card, cheque, cash, and E-Transfers. A fee of 40$ will be charged for all returned cheques (insufficient funds). Late fees accrue on outstanding balances. A 4% convenience fee will be used if payment is made via credit card. Invoices are sent by email within 1 week of the provided service.
Credit Cards: We require all clients to place their credit card information on file for security purposes. We do not charge your credit card unless otherwise agreed upon as a method of payment or if your bill has not been paid within 10 business days of the delivery of your final notice for outstanding payment.
Tipping: As with many service professionals, tipping is greatly appreciated. A gratuity or pleasant note is a great way to tell the team you appreciate their hard work.
Quality Assurance: If you are not satisfied with any aspect of the cleaning service that the Voila! team has completed, please notify us within 24hrs of the service. We will re-clean the area at no additional charge.
Hours of Operation: Our hours of operation are 8:30AM – 4:30PM, Monday-Friday. All residential cleaning services will be scheduled to fit within this time frame, with the exception of commercial clients. Requests for cleans outside of working hours will be considered on a case-by-case basis, depending on staff availability.
Minimum Base Rate: Our minimum base rate is 120$ per clean, regardless of the size of your home or commercial space.