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Policies and Procedures

Inclement Weather: In the event of inclement weather conditions, we align our operations with the cancellations from the Anglophone South School District. Should inclement weather pose a risk to our team members, we will cancel or reschedule all cleans accordingly. If your scheduled clean is affected, our Voila! Manager will reach out to discuss alternative arrangements.

 

Holiday Closures: Aligned with Anglophone South School District holiday closures, we do not operate on holidays to allow our staff to spend time with their loved ones. We will adjust our schedule accordingly and communicate any changes in scheduling to our clients directly. 

Last Minute Rescheduling or Cancellations: We understand that unforeseen circumstances can arise. Should you need to reschedule or cancel your cleaning service, we request a minimum of 24 hour notice. If less than 24 hours' notice is given, the full rate of your scheduled clean will be charged. If there is an emergency, illness, or circumstance beyond your control, the fee will be assessed on a case-by-case basis.

Requests For Additional Cleaning Tasks: Requests for additional cleaning tasks require approval from our Voila! Manager. We provide detailed checklists for all cleaning services on our website (regular clean, deep clean, and move out clean). We reserve the right to refuse additional tasks that are beyond the scope of our employee’s training or if we do not have the appropriate equipment or supplies to complete the task. Last minute additions may not always be feasible due to scheduling constraints. We require a minimum of two week’s notice for requests for additional cleaning tasks to ensure smooth coordination in our scheduling.

Adjustments to Scheduled Clean Time: If you require an extension of the scheduled cleaning time to accommodate additional cleaning tasks, please be advised that additional costs will apply. Requests to reduce your scheduled clean time will require a discussion to identify priority areas and ensure clear expectations for both our team and clients. Any changes to a scheduled clean time must be approved by both the client and Voila Manager at least 2 weeks in advance. 

Initial Cleans: For all initial cleans, we allocate additional time for our staff to introduce themselves to clients, familiarize themselves with the space, and conduct a thorough cleaning. While we strive for accuracy in pricing and scheduling, adjustments are sometimes necessary post-initial clean for recurring clients to ensure expectations are met. The Voila Manager will communicate with all clients post-initial clean to discuss any required modifications in clean time, pricing, or cleaning tasks. For one time cleans, any modifications to the scheduled clean time and pricing must be approved by both the client and Voila Manager. If the clean requires additional time, we will remain on site to complete the tasks or schedule an additional clean, depending on our availability. Please note that any additional cleaning time will be billed at our hourly rate of $40 per employee, regardless of the originally agreed upon quote. 

 

Use of Client Products & Equipment: We are more than happy to utilize cleaning products or equipment provided by clients, provided they meet our safety standards and usage guidelines. However, we reserve the right to decline the use of any products or equipment that may pose a safety risk to our employees. We kindly ask that you provide us with a demonstration to ensure we understand proper usage of the product or equipment, as well as any safety precautions. Please note that our hourly rate remains unchanged regardless of whether clients prefer our staff to use their personal cleaning products or equipment.

 

Pricing: Our pricing estimates are based on various factors, including the size and condition of the space, type of cleaning service, additional tasks requested, and location. While we strive to provide accurate quotes, please note that estimates may vary based on the actual cleaning time required. Clients will be billed at our hourly rate for any additional hours worked beyond the scheduled time. If we are unable to complete all of the cleaning tasks requested within the agreed upon timeframe, we will communicate with you directly to clarify next steps. Any increase in cleaning time will require approval from the client to ensure approval and understanding of any additional costs.

 

Travel Fee: Clients situated more than 25 kilometers away from our main office, outside of our designated service area, will incur an additional travel fee. This fee is intended to cover the expenses associated with travel to and from the location.

Access to Residence & Lockout Policy: To ensure uninterrupted service, we kindly request reliable access to your residence or business. Please provide us with entrance details and any access codes or keys necessary. Failure to provide access may result in a full charge for the scheduled service. All client access information is kept in a secured lock box in our main office. We do not place any identifying information on client keys for security purposes.

Probationary Period: All new clients will be placed on a 3 month probationary period. During this period, Voila reserves the right to terminate services without cause and without notice. While we do our best to ensure we establish strong relationships and clear expectations with our clients, we understand that not all relationships are best suited together, for a variety of reasons.  

Terminating Services: If you wish to terminate your cleaning service, we require a minimum of 30 days notice. Voila implements a probationary period of 3 months, during which both Voila and new clients reserve the right to terminate services without cause. After the probationary period, Voila will provide a minimum of 30 days notice to all clients before terminating services.

 

Closed Door Policy: If you do not want a specific room cleaned, we ask clients to close the door prior to our arrival for your scheduled clean. We will not clean any room where the door is closed unless otherwise communicated to our team prior to the clean.

 

Payment Options: We offer multiple payment options, including credit card, cheque, and E-Transfers. A $40 fee will be applied for returned checks due to insufficient funds, and late fees may apply to outstanding balances. Additionally, a 4% convenience fee will be added to credit card payments. Invoices are sent via email within 1 week of 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: For quality assurance purposes, please notify us within 24 hours if you are unsatisfied with any aspect of the cleaning service. We will address your concerns promptly and provide a re-cleaning at no additional charge.

 

Hours of Operation: Our hours of operation are 8:30 AM to 4:30 PM, Monday to Friday. Requests for services outside these hours will be considered based on staff availability.

Minimum Base Rate: Our minimum base rate is 120$ per clean, regardless of the size of your home or commercial space

Invoicing & Payment Terms: Invoices will be emailed within one week of the completed clean. Payment can be made using the methods outlined above. Should payment not be received within 15 days of the invoice date, a final notice will be issued via email. If there is no response within 24 hours and payment remains outstanding, the credit card on file will be charged.

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