At Uptouch Cleaning Services, we aim to provide the highest level of services to ensure your spaces are spotless and stress-free. To help us deliver this exceptional experience, we kindly request that all cleaning orders be placed at least 24 hours in advance. This will allow you to efficiently schedule and prepare to meet your cleaning needs. Thank you for choosing Uptouch Cleaning Services!
24 Hours Customer Satisfaction Policy
Your satisfaction is our top priority! If for any reason you are not completely happy with the cleaning service provided, simply let us know within 24 hours. We will promptly return to re-clean the area at no extra charge, ensuring the job meets your expectations. At Uptouch Cleaning Services, we are committed to delivering the best possible results and your peace of mind.
No Refund Policy
At Uptouch Cleaning Services, we strive to deliver high-quality cleaning and customer satisfaction. However, we do not offer refunds once a cleaning service has been completed. In the event that you are not satisfied with the service provided, please refer to our 24-hour Customer Satisfaction Guarantee, and we will gladly re-clean the area to meet your expectations.
Payment Policy
To ensure a smooth and hassle-free transaction, Uptouch Cleaning Services follows a two-part payment system:
- Initial Deposit (60%): Upon booking our services, we require a 60% deposit of the agreed total fee. This deposit secures your appointment and lets us prepare for the scheduled cleaning. The deposit must be paid before we commence any work.
- Balance Payment (40%): The remaining 40% of the total fee is due upon completion of the cleaning service. Once the job is completed to your satisfaction, we kindly request that the balance be settled.
We accept payments through the following methods:
- Cash
- Credit/Debit Cards
- Bank Transfers
- Mobile payment apps (if applicable)
Failure to Pay: In the event that the initial deposit is not received, the cleaning appointment will not be confirmed, and we will not proceed with any service. Likewise, the final balance must be paid immediately after the service is completed. Failure to settle the balance may result in legal action or a suspension of future services.
Invoices and Receipts: For transparency, we provide receipts for all payments made. Please let us know if you require an official invoice, and we will provide one upon request.
Damage and Liability Policy
At Uptouch Cleaning Services, we strive to handle all items with the utmost care and professionalism. However, we recognize that accidents can happen. This policy outlines our approach to managing damage and liability, ensuring transparency and peace of mind for our clients.
- Pre-existing Damage: Our team will not be held responsible for any pre-existing damage to items or property. We kindly request that clients inform us of any fragile, broken, or high-value items before we begin cleaning. We also encourage clients to secure or move any delicate items in advance to prevent any issues.
- Damage Caused by Our Team: In the unlikely event that an item or area is accidentally damaged by our team during the cleaning process, we request that clients notify us immediately. We will assess the damage and if it is determined to be caused by our negligence, we will take appropriate steps to resolve the issue. This may include repairing or replacing the item, as determined by our management team and the specific circumstances of the incident.
- Reporting Damages: Clients should report any damage caused by our team within 24 hours of the completed service. This allows us to promptly investigate and take necessary actions. Reports made after 24 hours may not be eligible for claims or reimbursement.
- Items Moved or Handled: Our team may need to move light furniture or objects during the cleaning process. We are not responsible for damages resulting from the handling of items not disclosed as fragile or delicate prior to the service. For larger items or specialized areas, we recommend that clients inform us beforehand so we can make appropriate arrangements.
- Waiver of Liability: By hiring Uptouch Cleaning Services, clients agree to waive liability for any risks associated with cleaning high-risk areas or items not disclosed as fragile or valuable. This includes but is not limited to delicate fabrics, high-value artwork, and sensitive electronic equipment.
Access to Property Policy
At Uptouch Cleaning Services, we aim to provide convenient and efficient cleaning services. To ensure smooth access to your property and uninterrupted service, we have established the following guidelines for property access:
- Client Presence: We encourage clients to be present at the start of the cleaning service to allow entry and provide any specific instructions. If the client cannot be present, alternate arrangements can be made to grant our team access.
- Alternate Access Arrangements: If you are unable to be present, we request that you provide access instructions ahead of the scheduled service. This may include:
- Provide a spare key in advance.
- Supplying an access code for entry.
- Leaving a key in a secure, agreed-upon location.
- Our team is committed to respecting the security and privacy of your property. Keys and access codes provided to us will be handled with the utmost care and confidentiality and used solely for the cleaning service.
- Lockout and Re-scheduling: If our team cannot access your property at the scheduled time due to a lack of prior arrangements or incorrect access details, a lockout fee may apply. This fee covers the inconvenience and time allocated for your appointment. If we cannot gain entry, we will attempt to contact you for clarification or rescheduling.
- Security and Confidentiality: We prioritize your safety and privacy. Any keys, access codes, or other sensitive information provided to our team will be used exclusively for the scheduled cleaning service. Keys will be returned immediately after service completion, and access codes will be deleted from our records.
- Third-party Access: In cases where a third party (e.g., property manager, doorman, or neighbour) will provide access, we request that you notify us in advance with the relevant contact details. This ensures that our team can coordinate with them smoothly on the day of service.
- After-Hours Access: For services scheduled outside of regular business hours, we may require additional security arrangements. Please discuss any specific requirements with us beforehand to ensure smooth access and service delivery.