Here are our company policies
please take a few minutes to review them
Our hours of operation are from 7:00am to 7:00pm.
Unless you are our first cleaning of the day, we are unable to guarantee an exact arrival time. However, we can provide you with a 1 hour estimated arrival window. Many things can affect our schedules, such as cancellations, lockouts, weather conditions, traffic or customers adding services. However, we will strive to meet your cleaning needs with respect to arrival times. Leaving a key at the Steamates office is the most efficient way to provide us with access to your home. If you want to wait for us to arrive we respectfully request that you are home during the estimated window of time to let your cleaners in. If no one is home or we are turned away for any reason, a cancellation fee will be charged (see Cancellation Policy).
Privacy and Confidentiality
Steamates and its employees will not share your personal information with anyone.
Please note our cleaners will be taking before and after photos of the space for the office to confirm the cleaning has been completed, and for accountability, inspection and training purposes. Those pictures are viewed only by the Steamates team and management on a secured network, If you prefer no photos are taken, please inform us at time of booking.
When our clients leave a key to their home at our office, and we take extreme measures to protect each key and your home. We assign every customer key a customer number and store it in a safe.
Keys are issued to your cleaner on the day of the appointment and checked back in on the same day. If we were to misplace your key, we would pay to have your home re-keyed. A document will be provided to you indicating that we are in possession of your key. All keys are immediately returned upon termination of service to your home by one of our supervisors or managers.
If you decide not to issue a key to Steamates, and no one will be home during the cleaning, you may choose to leave a door unlocked or place a spare key in a secured place for the cleaners to gain access to your home, or share with us the door’s code when applicable. In this case, you release Steamates of any liability that may arise from any damages or theft to your home as we cannot guarantee that we are the only ones who will have access to your home that day. The Key Release of Liability document will be provided to you indicating that we are not in possession of keys to your home.
If your home has a security system, please inform us how you want to handle it. Please note that it is not necessary for you to have to disarm your alarm systems on the day of our cleaning.
If you contact your alarm company they can assist you in programming a code that is unique to our company which can then be provided to our office. Security and safety of your home is a major concern at Steamates, and our employees are sensitive to security and access procedures. Our policy is to lock the door while we are cleaning and to not allow access to unknown persons. Please do not rely on us to let in workmen during the time we are in your home.
Your pets are members of your family and we respect that. However, if your pet is afraid of vacuums, is territorial or rough and will not allow us to do our work, we may suggest that they be placed in areas that we are not working in (ie. garage, kennel, etc.). We will not pick up pet droppings. This includes cleaning of litter boxes and dog kennels.
Please also kindly inform us at the time of the booking if your pet sheds a lot: we would have to bring a more powerful vacuum with us.
Things come up, and we understand. However, we kindly ask – if you need to cancel, skip or reschedule a cleaning – that you notify us 48 hours before your scheduled cleaning. This will allow us to reassign your cleaner(s) to another appointment.
If Steamates receives less than 48 hours notice you will be charged a fee of $40.00. If 24 hours notice or less has been given, or we cannot access your home due to a lockout, it will be necessary for us to charge 50% of the quoted price of your cleaning (minimum $50, put to $150) to compensate the cleaners for their wasted time and gas.
Our employees are very important to us, and we are very serious about keeping them safe, so they do not climb higher than a 3-steps ladder, they do not clean ceilings, they do not move anything heavier than 35 lbs, clean up vomit, blood, urine or excrement.
These types of activities put our employees at risk of an injury or infection (We can make exceptions and bring the proper protective equipments like a hazmat suit, but we need to be informed at the booking time or 24h prior to the cleaning). Please remove soiled bed linens before we arrive. We will replace with clean linen that has been left on the end of the bed. We are also unable to wash exterior windows (except if specifically requested and approved at the booking time, under special conditions).
If you would like us to clean behind appliances like a refrigerator, oven or large sofa, please move it prior to the cleaning to allow access to the desired area. To ensure that all your needs are addressed, please share any request and change directly with our main office ; Please do not communicate these important details with the cleaners.
If an employee feels that their personal safety is in danger (someone in the home is intoxicated, vicious animal not contained, etc.), and the employee leaves the job site, the client is still responsible for the 50% cost of the booking. We will attempt to reach you immediately by phone if this situation should arise.
It is important for us to have access to every area of your home that we will be cleaning. In doing so, we need to work freely and without distractions. Excessive visiting of your cleaner during the cleaning – to give them tips or just chitchat – beyond the initial cleaning
instructions prevents them from being 100% focused.
Every effort is made to work safely and cautiously, and we cannot assume liability for injury to others. In order to prevent safety hazards (tripping over buckets, caddies, vacuum cords, etc.), We kindly ask that you, your children, and pets remain out of the rooms that we are cleaning. You may return once we are finished.
We welcome them!
However we do ask that you call the office in advance to assure that your cleaning team who is responsible for cleaning several homes each working day, will be able to accommodate your special requests without impacting our other clients needs for arrival times , etc.
For our protection and yours, in the unlikely event that you have firearms we ask that they be stored and locked away prior to our cleaning your home.
Wear & Tear
The longer we live in our homes, the more wear and tear builds up in it. Baseboards, bottom of showers and tubs, mold/mildew, excessive water spots and soap scum on glass shower doors, worn flooring (wood floors may need to be refinished) grout lines, window tracks, etc. are all areas where wear and tear will have an outcome on the final look of the cleaning.
These areas may take more than one cleaning to improve in appearance or may not come clean at all. We cannot be held liable for these areas that do not come 100% clean. For carpet/upholstery cleaning we do not guarantee the results: about 5% of the time, the stains cannot be removed or the result isn’t as impressive as expected, this has to do with the type of fabric type of stain age of the stains etc. We will however come back to try again if you are not 100% satisfied.
Accidents do happen. If we are responsible for damages to your home or items in your home, we will place a follow up call to inform. We will make every attempt to repair, replace or pay for any items (up to a maximum of $75.00) that we have damaged.
We will assume no liability for items not secured in a proper manner (example: heavy pictures hanging from thumb tacks, not anchored properly to walls, etc., pre-existing damages, scratches, dings in windows, paint, furniture, floors, walls, etc. Items of monetary or sentimental value should be put away on the day of cleaning and/or cleaned by home owner.
All surfaces (i.e.: Marble, Granite, hardwood floors, etc) are assumed to be sealed and ready to be cleaned without causing harm/damage when common cleaners are used.
We will not bring bleach into a home to use as a cleaning product. If you request us to use bleach supplied in your home, please be aware that we will not be responsible for any damage caused by your bleach.
Release of Liability
Should you decide you would like us to clean items of monetary or sentimental value, items within curio cabinets, etc., the following will apply: Client hereby releases Steamates from all liability arising out of cleaning these item(s), and the client understands that he/she is completely responsible for repairing or replacing any damaged item(s), even if an employee of Steamates may have caused the need for repair or replacement.
Billing & Payments
(Except if you have booked directly on our website) The price quoted is an estimation, it may vary depending on the actual length of the cleaning. If it’s shorter than expected, great for you; if it takes much longer (rarely occurs), feel free to reach out if you want it stopped before the end of the cleaning or we can discuss a price reduction. Your final total will be sent to you by emailed invoice up to 72 hours after the cleaning is completed. All details for payment are at the bottom of the PDF invoice.
If for some reason you wish to terminate service with Steamates, please be sure to submit this in writing to our office. Any recurring clients that terminate their service for more than one month at a time will be subject to our current hourly rate (losing their discounted rate).
For your convenience, Steamates accepts the following forms of payment: Cash, All major Credit Cards or Etransfer. E-transfer is the preferred payment method.
Payment is due at the time of service or upon receiving an invoice. Please inform the office at the time of booking which method of payment you will choose.
Invoices that remain outstanding for 10 days or more will be charged an interest at a rate of 15% of the outstanding balance and services will be suspended until full payment has been received.
Repeatedly not making payment may result in the termination of our services.
We reserve the right to adjust our rates and policies at any time. Continued use of our service indicates agreement with these Policies and Terms of Service. We provide all equipment and supplies but will use specialty products at the client’s instruction (supplied by the client).
We guarantee consistent quality cleaning services. We employ reliable, trustworthy cleaning people that are motivated by company incentives and rewards. We will strive to keep the same dedicated crew will clean your home on each visit.
In the unfortunate event that we are unable to collect on past due payments, accounts will be forwarded to the local credit bureau.
24 Hour Guarantee and Refunds
We want you to be 100% satisfied! If at any time there is a legitimate concern in regards to your cleaning, you must contact our office within 24 hours of the cleaning. Though we do not offer full refunds, if we are contacted within 24 hours we will gladly return to re-clean the area(s) of concern and/or offer a discount.
We want to earn a PERFECT 10 in quality and customer service. With that in mind, you will receive calls or emails after some of your cleanings. Please let us know how we performed. Constructive criticism refines us. We want to stay the best in town!
There is no better advertisement than a satisfied customer! That is why we have created our Customer Referral Program. Referring to your friends and family is a huge compliment to us, so to show our appreciation you will receive one hour of free cleaning for each referral you send our way. How it works: Once the referred service has been completed and paid for, you will see one hour of FREE cleaning reflected on your next invoice (up to a $40 value)!
The more people you refer to Steamates, the more money you will save!
Soliciting our employees
By using our services, you agree not to solicit for hire any staff members introduced to you by Steamates for any home-related services.
If you are found to have solicited one of our employees, please be advised you will be liable for $800.00 , as it cost us $2,500 on average to attract great talents, hire them, train them to our high standards, certify them, insure them, etc.. If you book a cleaning with us, you agree to those terms.
Vacations and Holidays
Steamates MAY BE short-staffed on: New Year’s Day, Good Friday, Victoria Day, Canada Day, August Civic Holiday, Labour Day, Thanksgiving Day, Remembrance Day, Christmas Day, and Boxing day. If your regular cleaning lands on one of these days, we MAY reschedule you to another day: in which case we will inform you at least a week prior. Weekly clients will have the first choice of rescheduled dates, then bi-weekly, then monthly.
If you will be out of town or on vacation during a holiday week, and you do not want your cleaning to happen while you’re away, please let our office know as soon as possible to avoid a lockout fee.
We ask that you notify our office by 7:30 am if you or anyone in your family is sick or has a contagious illness so that we can take precautions or choose to re-schedule your job. We will also never send one of our team members into your home if we know that they are ill. Please note that due to health reasons we do not clean up after pets unless you purchase our pet sitting services
All Steamates employees are required to wear their ‘indoor’ shoes while they are in your
home. This is a WCB regulation to help ensure that our employees are kept safe at the workplace & to prevent any falls, and/or injures.
OSHA requires employers to ensure the safety of all employees in the work environment. In following these requirements we ask your assistance in helping our staff to have the following as required by OSHA.
* Appropriate footwear is required to be worn at all times where there is a risk of foot injuries from hot, wet, slippery, corrosive, poisonous substances, falling objects, crushing or penetrating actions. Shoes should be enclosed and have nonslip soles.
* Protective gloves, aprons, shields, masks, or other means of protection are provided and required if the employee has the potential to be cut or has reasonably anticipated exposure to corrosive liquids, chemicals, blood, or other potentially infectious materials.
* Making sure that rooms are well ventilated so that the employee can avoid working with strong chemicals in poorly ventilated rooms.
* Maintaining a proper temperature in the home/workplace. Does OSHA recommend temperature control in the range of 68-76? F and humidity control in the range of 20%-60%.
* Rest periods – every employee is entitled to 10 minutes of rest time per every two (2) hours or a major fraction thereof. This is paid time