Urban Dusters is devoted to delivering top-notch service. We are a registered, bonded, and insured professional cleaning team that guarantees satisfaction with each job we perform.
100% Satisfaction Guarantee – If you’re not completely satisfied with a part of your cleaning, simply reach out to us within 24 hours, and one of our professional cleaners will be promptly dispatched to address the issue. We guarantee they’ll return in 5 days or less to finish any unfinished work! Unfortunately, we cannot provide a cash refund or discount for unsatisfactory quality on the initial bill instead of a reclean.
QUALITY CONTROL: At Urban Dusters, we take great pride in our work’s quality and strive to exceed our client’s expectations. That is why we have implemented a comprehensive quality control system that includes home or office inspections and follow-up phone calls with our clients. Our supervisors may enter your home or office after the cleaning team has completed their work to ensure that our standards have been met. We may also contact you at home or work with a satisfaction survey to get your feedback and improve our services. We truly appreciate your input, which helps us maintain our high standards.
By scheduling a one-time or recurring service with Urban Dusters, you are authorizing Urban Dusters to charge you credit card for all purchases we have agreed upon. Your details will be securely stored on file in order to expedite future transactions. Should you decide to cancel any services with less than 48 hours notice before the cleaning day, a fee may apply.
To ensure you receive the best service possible, please:
ACCESS: Make your home accessible.
By supplying us with the exact instructions to access your residences, such as a door or lockbox code, you will save yourself from an extra fee if we cannot enter.
- Ensure that alarm systems are deactivated. We remain vigilant to follow your instructions and quickly switch off or arm the alarm system when necessary. Nevertheless, we cannot be held accountable for any misapplication or false alarms of the alarm system that may bring about charges from a nearby police department, security company or other associated costs with an active alert. No exceptions.
- By agreeing to these terms, you acknowledge that Urban Dusters will not be held responsible for any issues concerning the alarm system, including if it fails or is not armed adequately.
CLEANER CONDUCT: Our employees are committed to providing you with respectful service while they are in your home. They have been instructed not to engage in activities such as smoking, eating or drinking, watching TV, playing games or using their phones and other digital devices. Furthermore, they will refrain from answering phone calls and doorbells to focus solely on delivering an efficient cleaning service for you (With exception to communicating to management or the client.).
EQUIPMENT AND SUPPLIES: At Urban Dusters, we supply all the necessary cleaning tools, except for a vacuum cleaner – which we can provide at an additional cost of $30. If you are scheduling a post-renovation or move-in/move-out cleaning service, then the price includes the use of our vacuum as well. Should you require a specific product for your home or office space, let us know; we are more than willing to adapt to your needs so that you have complete satisfaction with our services.
ARRIVAL TIME: Our appointment scheduling is organized to optimize drive time for our teams; therefore, the arrival time of your cleaning may vary. To ensure you receive the highest level of service, we make every effort to arrive at your scheduled time. We kindly ask that you provide a one-hour window from your arranged cleaning period for us to accommodate any delays. This will provide a cushion in unforeseen delays such as heavy traffic. Our cleaners will keep you apprised of their progress, alerting you when they are half an hour away and once they’ve arrived.
Relationship: To ensure relationships thrive, it is essential to lay out expectations from the beginning. Therefore, we urge you to be aware of specific tasks and scenarios that may impair the Cleaner’s health or harm an item in your household. To ensure everyone and everything is safe, our cleaners abide by the following:
We do not use harsh chemicals like bleach, CLR or Easy-Off (unless approved by client).
We do not clean places with bugs(cockroaches), rodents or their droppings.
We do not clean homes with a lot of mould or mildew.
We do not clean homes with excessive body fluids.
We do not clean outside windows.
We do not wash clothes by hand.
We do not deal with vomit, poop, other body fluids, or pee from people or animals.
We can not take soot out of fireplaces.
We do not lift things heavier than 20 lbs., like furniture and boxes.
We use ladders at most three steps high.
We do not steam-clean carpets.
We do not clean a home with excessive clutter that poses a danger to staff.
We do not service clients who are disrespectful or show aggressive behaviour toward our staff.
For the safety of our cleaners, all kitchen appliances must be removed for Move In/Move Out cleanings. If you cannot do so, we can only complete a surface and interior cleaning of these items.
We can only provide laundry service Add Ons to locations with laundry appliances in the suite.
If our company needs to change your cleaning date because of a holiday or bad weather, we will reschedule it for a day as close to your regular cleaning date as possible.
We spend a lot of time finding, checking and managing our cleaners. This agreement means you agree not to hire any Urban Dusters cleaner unless you pay a $3,000 referral fee. You need to pay this immediately when you hire the cleaner, even if it is just for one time.
BREAKAGE AND DAMAGE POLICY
You agree that Urban Dusters and its employees are not responsible for any damage to your belongings if you ask us to clean the inside of china cabinets or hutches, start laundry, wash dishes, clean small computer equipment, antiques or collections.
- We understand that accidents happen and take every precaution to ensure that our cleaning services are performed to prevent any breakage or damage to your items. However, should any breakage or injury occur, we provide Limited Liability protection to replace or repair your items. We will attempt to return any broken or damaged item with an identical one but cannot guarantee exact matching.
- To be included under our Limited Liability protection, any breakage or damage must be reported within two business days of service by calling our office staff or emailing us. Urban Dusters cannot assume responsibility for any items damaged due to faulty and/or improper installation, lack of maintenance, or general wear and tear.
- Please note that Urban Dusters does not accept any requests for cleaning services involving irreplaceable or sentimental items due to the risk of breakage or damage.
Please note:
- Urban Dusters strive to provide the best possible service for our clients. Therefore, we reserve the right to review and adjust pricing at any time to ensure that all requirements are met according to customer satisfaction.
- In addition, any changes or requests made after an initial estimate may incur additional charges, or a new estimated quote may be needed.
- For safety reasons, Urban Dusters does not care for pets, plants or children. We apologize for any inconvenience this may cause and thank you for your understanding in this matter.
Payment Options and Policies:
Certified Checks, Cash, Credit cards and Bank Transfers, are all acceptable forms of payment.
A $45 service charge will be added to all NSF charges. NO EXCEPTIONS
Late Cancellation:
Cancellations with less than 48 hours’ notice will incur a 25% fee based on the estimated cost of services.
If our staff arrives and cannot enter your space or is unable to work due to conditions such as bug infestations or water shut-offs, you will be charged a fee equivalent to 50% of the estimated cleaning cost.
While exceptions may be granted in the case of emergencies or illnesses, repeated cancellations due to such circumstances could still incur a cancellation fee. Urban Dusters will determine if any waivers should apply on an individual basis.
Once you book and submit your order, you agree that your space details are accurate. We may need to adjust the price accordingly if they are not accurate.
Our cleaners are extensively trained on our detailed list of cleaning services. If you have special cleaning requests that need extra attention, kindly leave a note at booking or contact us before the cleaner arrives to ensure we notify them of your preferences. Rest assured that we will do our utmost best to accommodate all needs within the allotted time frame.