Wall2Wall Cleaning Pros Customer Terms of Service Agreement

Wall2Wall Cleaning Pros Customer Terms of Service Agreement

By using Wall2Wall Cleaning Pros, you confirm that you have read and accepted these terms of use and that you agree to comply with and be bound by them. If you do not agree to them, you must not use Wall2Wall Cleaning Pros.

How to Contact us: If you wish to contact us, have a complaint, or are required to give us notice in writing, you can send this to us by email hello@wall2wallcleaningpros.com or phone at (614) 285-3407.

Privacy Policy

We are committed to keeping your information confidential. We do not sell, rent, or lease our customer lists to third parties, and we will not provide your personal information to any third-party individual, government agency, or company at any time unless compelled to do so by law. We will use your personal and billing information solely to provide the service you hire us for.

How to Prepare Your Home for Scheduled Cleaning:

  • Make your home accessible. The best way to do this is by providing Wall2Wall Cleaning Pros with a key. This is not a requirement. A fee will be charged if we are unable to access your home.
  • Ensure alarm systems are turned off. If you choose to leave the alarm armed, we will not be held responsible for false alarms or misuse of the alarm system. No exceptions.
  • Have your home picked up and ready to be cleaned. Hourly charged may be incurred if cleaning technicians require more time if your home is not ready to be cleaned.
  • If we are requested to dust/clean inside of china cabinets or hutches, start laundry, wash dishes, clean small computer equipment, antiques, or collections, or to use customer’s equipment (e.g., vacuum), customer agrees not to hold Wall2Wall Cleaning Pros. or any of its employees responsible for any damage or breakage to any article or component. We have Limited Liability protection for replacement or repair.
  • Wall2Wall Cleaning Pros cannot be responsible for damage due to faulty and/or improper installation, lack of maintenance, or general wear and tear of any items.
  • Ensure all pets are either removed from the home or placed in applicable cage, fence, etc. to lessen the chance of an incident related to animals occurs to the cleaner(s).
  • Be prepared to let us know how we did as we are always working to improve the qualities of our services and customer service practices.

Use of your account

You are responsible for the interrogatory and security of your username and password, as we grant you usage of the site and associated app in order for you to manage your services.

We reserve the right to remove your use of these services at any time for any reason. You are responsible for all acts carried out under your username and password whether done mistakenly or fraudulently by yourself.

Pricing and payment

When you first request services, you will be asked to provide us with valid credit or debit card payment details to pay for the services you request through Wall2Wall Cleaning Pros.

Payment is due on the day of service by credit or debit card.

A hold will be placed on your card 48 hours before the clean, please ensure there are sufficient funds in the account. This is not a charge – it is just a test to check that there are sufficient funds to complete the clean. If there are not sufficient funds on the card, we will contact you. You will need to provide a different card in order for the service provider to go ahead with the clean. If you are unable or refuse, this will count as a cancellation within 48 hours of the clean.

Payment will be taken from the card supplied when the booking was made.

If any amount due from you remains unpaid, we reserve the right to charge reasonable administration costs and to take any further bookings made by you to be suspended, and to take such other action as we deem appropriate, including, without limitation, immediate, temporary, or permanent withdrawal of your right to use Wall2Wall Cleaning Pros.

User Obligations

The user shall provide a safe working environment for cleaners at all times.

Electricity and hot water need to be available at the property in order for the service provider to complete the clean. If this is not provided or available this will be taken as a late booking cancellation and the entire booking fee may be charged.

If for any reason your service provider can’t attend the clean, then either they or we on their behalf will get in touch with you to arrange another date.

The service provider needs to be able to gain entry to the property. If the service provider is unable to gain access to the property this will be taken as a late booking cancellation and the entire booking fee may be charged.

You will be asked to provide a suitable parking location during the booking process. If this parking spot is unavailable and the service provider cannot park, this will be taken as a cancellation, and you may be charged the entire booking fee. Any costs incurred by parking will be added onto your bill.

THIS SECTION ONLY APPLIES TO END OF TENANCY AND ONE OFF BOOKINGS AND DOES NOT APPLY TO REGULAR CLEANING SERVICES, IT DOES NOT TRANSFER, OMIT OR CANCEL ANY OTHER TERMS OR SECTIONS : This will form part of your contract with the service provider and not Wall2Wall Cleaning Pros, Your obligations as a user are to facilitate the service provider to complete their work to the necessary standard and in a timely manner and it requires that; the property is free from trash, free from furnishings, the fridge and freezer is defrosted, there is not excessive mold, excessive lime scale, dirt, grime, excrement, blood or any other fluid which may cause the clean to take longer than anticipated, if this is the case then the service provider may ask to stay longer during the clean which may result in a further charge being applied. In any case when all of the listings above have not been met any guarantee, offer or invitation for a free re-clean will be void and not offered by the service provider.

Booking process and cancellation

All cancellations require at least 48-hour notice.

You can cancel, amend, or reschedule your booking at any time up to within 48 hours of the start time of the clean.

There will be a cancellation fee of 50% of customer’s typical cleaning rate for cancellations within 24 hours of scheduled cleaning and all lockouts.

If you make a booking that is due to start within 48 hours, this policy still stands, and you may be charged for any cancellations or rescheduling.

We will make every attempt to reschedule changes due to holidays or extreme weather conditions as close to regular scheduled cleaning date as possible.

Service Providers

You agree to treat Service Providers courteously and lawfully and to provide a safe and appropriate working environment for them in compliance with all applicable laws and regulations. You also agree to provide them with all reasonable information and co-operation required to enable them to provide the services you have requested.

By registering to use Wall2Wall Cleaning Pros, you agree that all bookings between you and Service Providers will be made through Wall2Wall Cleaning Pros and that you will not engage or employ any Service Provider you have previously booked through Wall2Wall Cleaning Pros, or whose contact details you have received from us, to provide any Services other than through Wall2Wall Cleaning Pros.

If a Service Provider offers to provide Services to you other than through Wall2Wall Cleaning Pros, you must refuse such offer and notify us immediately. If you accept any such offer or if you make a similar offer to a Service Provider, we will immediately withdraw your right to use Wall2Wall Cleaning Pros (without any obligation to refund any fees already paid by you) and you will be required to compensate us in respect of any losses we suffer as a result up to a maximum of $5,000.

You also agree not to engage or employ any Service Provider you have previously booked through Wall2Wall Cleaning Pros, or whose contact details you have received from us, to provide any Services for a period of six months after the date of termination of the legal agreement between us.

Resolving Issue

If you would like to make a complaint or provide any feedback about one of our service providers or their Services, please contact at hello@wall2wallcleaningpros.com as soon as possible. We’ll then contact the Professional and try to resolve any issues on your behalf.

THIS SECTION ONLY APPLIES TO END OF TENANCY AND ONE-OFF BOOKINGS AND DOES NOT APPLY TO REGULAR CLEANING SERVICES, IT DOES NOT TRANSFER, OMIT OR CANCEL ANY OTHER TERMS OR SECTIONS All of our service providers have agreed to offer a free re clean guarantee with all ends of tenancy and deep cleans, excluding those made for a fixed amount of time at the user’s request. If your service provider has fallen short of the standards expected of them for this type of service, they will re attend the property for free to fix any issues. In order to make use of this you will need to:

  • Notify us within 48 hours of the clean finishing. This can be done at hello@wall2wallcleaningpros.com
  • Explain in writing what the issue is.
  • You will need to include any relevant pictures to illustrate your issue or complaint.

If we deem there have been any valid issues raised, we will ask the service provider to re clean the property as required free of charge. We will make attempts for them to re-attend within 7 days of the original booking date. We will offer up to three possible re-clean times. If none of these are accepted by you then the service providers offer to re clean will end.

Due to the extremely varying conditions of carpets, none of our services providers will guarantee the service of, or offer a free re-clean on any carpet cleaning that has been carried out.

Our service providers will provide you with a checklist to sign and verify at the end of the cleaning. Signing this document or refusing to sign varifies that the cleaning has been completed to your satisfaction and a re-clean will not be honored.

Events outside our control

We will not be liable or responsible for any failure to perform, or any delay in the performance of, any of our obligations under these terms of use that is caused by any event or circumstance beyond our reasonable control, including any failure of public or private telecommunications networks or any delays or latency due to your physical location or your wireless data service provider’s network.