Terms & Conditions

Prior to your first visit with Proven Clean, we ask that you reply to our ‘Setting Up’ email that will have some important questions regarding your home and cleaning visit.

Once you are booked in, there will be an option through Jobber (our service software) to confirm your appointment. You are not required to confirm your appointment via Jobber, and confirming or not confirming your appointment on Jobber does not affect your scheduled visit. Your visit is confirmed once you are scheduled in by our admin and have confirmed with us via email.

Visit reminders are sent via email and/or text message to the email and phone number provided by you, at 3pm two days before your scheduled visit. Visit reminders are not cancellation reminders – cancellations must be made two full business days before your scheduled cleaning visit to avoid the Late Cancellation Fee.

If you will not be home to let us in for the cleaning visit, you may leave us with a door code or instructions for a hidden key. We do not keep keys in our possession.

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Any special instructions for entering the home must be made explicitly clear ahead of the appointment.

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If our team is unable to enter your home, we will contact you promptly via text message and/or phone call. If we are not able to reach you and therefore not able to enter the home within 15 minutes, we will move on to our next scheduled appointment and the Lockout Fee will be applied.

We very much love your furry family members and are more than happy to work around them! However, if your animal is aggressive, does not do well with new people, or is an accomplished escape artist, we ask that you keep them in a kennel or a confined room that we will not be cleaning. We reserve the right to leave any job if we feel unsafe around your pets, and if this scenario occurs the Lockout Fee will be applied.

We do not clean up animal waste or change cat litter, and cannot be responsible for feeding pets or letting them outside.

Due to the unpredictable nature of our industry, we cannot guarantee our exact arrival time. We require the flexibility to arrive within a 1 hour window around your scheduled appointment time (i.e. if your appointment time is 1pm, we may arrive as early as 12:30pm or as late as 1:30pm). If for any reason we are unable to arrive within this timeframe we will contact you via text message.

Our schedule is created with consideration to the area of the city we will be working in that day, employee availability, other client needs, length of appointments, etc.

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Rescheduling

If for any reason you need to reschedule your cleaning visit – to take place on a different day or different rotation – please notify us as soon as possible. We will work to the best of our ability to accommodate your request. We may be able to accommodate last minute rescheduling requests, however if we do not have two full business days notice and cannot fill the spot left by rescheduling your cleaning visit, the Late Cancellation Fee will be applied.

If for any reason we need to reschedule your cleaning visit we will contact you as soon as possible to notify you. This may include but is not limited to reasons such as: inclement weather, traffic conditions, unforeseen cancellations, illness, etc. We reserve the right to reschedule your cleaning visit subject to our availability, with no added discount.

At times we may need to change the start time of your visit. If it is outside the 1 hour arrival window, we will email or text message to inform you.

Proven Clean is closed for business on all provincial statutory holidays as well as November 11 (Remembrance Day). If your cleaning visit lands on a statutory holiday or November 11, we will be in contact to cancel your visit or reschedule your cleaning visit for another day. We cannot guarantee rescheduling around statutory holidays, but we will do our best!

If you need to make changes to your cleaning plan, such as excluding or adding areas, we require two full business days notice in order to adjust our schedule and your invoice accordingly. Changes made without two full business days notice may not be accommodated and the invoice may not be adjusted. This includes changes due to construction/remodeling, guests in the home, etc.

Depending on team assignment, we may be unable to service homes when Transport Canada has deemed highway travel unsafe due to inclement weather. If there are poor road conditions or school closures due to weather conditions and you are unexpectedly home during your cleaning visit we will work around you. Our Late Cancellation Fee will be applied if the cleaning visit is cancelled with less than two full business days notice.

Not included in any scope of service:

• laundry

• heavy organizing

• carpet cleaning

• changing cat litter or cleaning up pet waste

• mold/mildew remediation

• hard water build-up removal

• deep grout cleaning

• removing windows or window screens

• smoke damage remediation

• refinishing surfaces

• taking apart and washing light fixtures

• cleaning chandeliers

• cleaning unfinished concrete floors

• hoarding situations

• anything deemed restoration

• anything biohazardous

• pest cleanup

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We also do not clean the following items:

• shower curtain rods

  • too often they fall down or break

• removable/tower shower caddies

  • too often they fall down or break, or we cannot get them back up

• baby dishes/straws/dishes otherwise too difficult or delicate to clean properly/easily

• cast iron pans

• shower slip mats

  • can be added upon request

• French doors

  • can be added upon request

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Making beds

We do not strip dirty bedding. If making beds is part of your cleaning plan, please make sure that dirty bedding is stripped ahead of your appointment and fresh bedding is laid out. Laying out the bedding beforehand saves time for us and leaves no confusion as to which sheets, pillowcases, etc., go on which bed.

Horizontal blinds

We do not raise horizontal blinds. Too often they are broken or break. If windows and/or windowsills are included in your cleaning plan, please be sure to raise your blinds for us ahead of your appointment.

Diaper genies

We do not empty diaper genies.

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Magnets on fridges

We do not remove or move magnets on fridges because they can scratch the surface very easily.

We provide all of the cleaning supplies to clean your home. Team members are not permitted to use cleaning products supplied by the client unless it is pre-approved by management. We are not liable for any damage when using client-supplied products according to client direction, and we reserve the right to deny use of any product at our discretion.

Any preferences or requirements must be discussed with management prior to the cleaning appointment.

We do not provide kitchen garbage bags and will use your own to refill your garbage can.

Our kits may include the following cleaning supplies:

• Dawn PowerWash

• Diluted cleaning vinegar

• Diluted Mr. Clean / Diluted Sal Suds

• Bar Keeper’s Friend

• Vim Cream with Bleach

• Zep Shower Tub & Tile Cleaner

• Safeblend Disinfectant / Coastwide Spray & Wipe Disinfectant (both fragrance-free)

• Tide Powdered Laundry Detergent

• Scott’s Liquid Gold (wood and stainless steel polish)

• Clorox Clean-Up (Deep Cleans only)

• Magic erasers (Deep Cleans only)

Our team is small (2-6 team members at any one time) and therefore even if your team assignment is not the same every visit, you will always get one of our 2-6 team members. Team assignment may change due to time booked off, illness, etc. You can expect a quality clean every visit, as we train all of our team members to the same exceptional standard, and frequently conduct walkthroughs at the end of cleaning appointments.

All communication regarding business must be kept between you and Proven Clean administration, which includes Katie Goetting (owner) and Piper McLennan (assistant manager). We ask that you do not contact your cleaning team member directly. This is to provide seamless operations and to maintain privacy for our team. You may contact Proven Clean administration via email or text message (431-813-1777). Since all Proven Clean staff take care of cleaning our clients' homes, phone calls are not the best option for communication, but if you would prefer a phone call please leave a message and we will get back to you as soon as possible.

Heavy items

Our teams do not move or lift heavy items. Only items that can be easily moved with one or two hands may be moved. For Deep Cleans, our teams only clean what is within reach on a two-step ladder. Climbing on counters, client-supplied ladders, or furniture is not permitted. Our team does not move refrigerators, stoves, or other large appliances. Therefore we do not clean behind or under large appliances unless the client has moved these items prior, and we do not move them back.

Biowaste cleanup

Our team does not clean up any animal or human feces, bodily fluids (vomit, urine, soiled clothing, blood) or any other hazardous materials.

Answering the door

Our team will not answer the door for safety reasons.

Unsafe environments

If a team member feels unsafe for any reason at a cleaning appointment, we reserve the full right to leave the home immediately. We will inform you and determine if we will return, and the Lockout Fee may be applied.

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Poor working conditions

If there is no power or intermittent power, no water, no heat during cold weather, or no air-conditioning during hot weather, we may be unable to start or complete the cleaning appointment, or, if we do continue work under one or more of these conditions, our quality of work may be affected.

Conditions like these will be assessed on a case-by-case basis, and we will attempt to reach you to discuss the circumstances.

We do not tolerate disrespect or harassment in any shape or form. Disrespecting or harassing any of our team members will result in immediate cancellation of services and the Lockout Fee will be applied.

We do not clean homes with rodent activity or pest/insect infestations. If we send a team to your home and they discover evidence of such, they are instructed to leave immediately and the Late Cancellation Fee will apply. If applicable, we may charge a fee to disinfect and sterilize our supplies.

Any item or surface that may require special consideration while cleaning must be made known to management prior to the cleaning appointment. We are not liable for any damage incurred to an item or surface that requires special consideration if we were not informed prior to the cleaning appointment (for example: a floor with a special finish, or a cabinet hand-painted with unsealed paint).

Our team is required to inform us immediately of any damage that may have occurred. We will then contact you as soon as possible. Each matter will be handled individually.

In the event that we break or cause damage to your property during a cleaning appointment and it has not been reported, you must inform us within 48 hours of your cleaning visit. Please submit your report to provencleanwpg@gmail.com with the following information:

• What item/property was damaged

• What is the fair market value of the damaged item

• Photos showing the damaged item/property

Unfortunately if a report is not filed within 48 hours from the date of service we are unable to file a claim and thus cannot pay, fix, or refund for any damages caused. It may take between 4-12 weeks to receive reimbursement depending on the situation. We will use our discretion as to how much is reimbursed and/or if we are fully liable for the damage after due diligence is completed.

We reserve the right to take photos of any pre-existing damages to items or property in the home before cleaning. These photos are kept in your file and are not shared on social media.

We want you to be consistently happy with your service, and for that reason we want to know how you feel we are doing. We offer a 100% satisfaction guarantee. Please inform us by email or text message, preferably supported by photos, of any dissatisfaction within 24 hours of your cleaning visit. This will provide the opportunity for us to come back and fix cleaning tasks that were completed improperly or missed. The fix-up time and date will be in accordance with our availability within 5 business days of your visit. If we do not have availability, we will offer a discount at our discretion. We do not offer refunds for services rendered.

We also very much welcome and appreciate your feedback. Please don’t be shy – if you have any questions, comments, or concerns at any time, always feel free to reach out. We want your services to be the best that they can be, and your feedback helps us achieve that!

Before your cleaning visit we will ask you whether you would like to allow us to take photos of our work for advertising purposes. You are under no obligation to allow us to do so. (For example: a sink before and after it is cleaned.) If you opted in and would then like to opt out, please feel free to inform us at any time. Even if you opt in, we do not take photos in teenager rooms to respect their privacy.

Regardless of whether you opt in or out to photos for social media purposes, we still reserve the right to take photos of any pre-existing damages to any items or property prior to cleaning at any time.