Policies
We offer cleaning services from North Vancouver to Whistler, along the Sea to Sky corridor.
To help us ensure consistency and reliability for all our clients as well as to inform you of our general policies, we kindly request that you review the information below:
BILLABLE TIME
Total/minimum cleaning time is per hour per person: (example: 5hrs=2 Echo-hygiene Technicians™ on site for 2.5hrs).
Our teams will strive to arrive as scheduled so you have more time to do the things you love, however due to the nature of the services we offer, we are unable to fully guarantee a time of arrival. Your estimated time will be notified ahead of your confirmed appointment. We reserve the right to arrive within a 2-hour window of the confirmed time.
Billable time starts upon arrival at the property and ends once all supplies are packed up in the vehicle. If accessing the property requires special instructions, collection of keys or parking elsewhere, this time is also considered billable time.
Any time resulting in delayed access to a property in excess of 15min will be added on top of the total billable time.
If our team is refused entry to a property with a confirmed appointment by any individual (including but not limited to the owner, family or friends), a non-refundable call service fee of $85.00 will apply.
If our team is unable to enter the premises following clear entry instructions and by no fault of ours, a non-refundable call service fee of $85.00 will apply.
CHANGES AND CANCELLATIONS
Two automatic email reminders will be sent out 5 days and 48 hours prior to your confirmed appointment. We hold no responsibility for delivery into spam folders. Please ensure that our email address is on your safe senders list.
Cancellation fees will apply as follows: changes or cancellations can be made free of charge up to 48 hours prior to a scheduled confirmed appointment. All cancellations made after the 48-hour deadline will incur a non-refundable call service fee of $85.00. Confirmed appointments cannot be re-scheduled to another date after the 48-hour deadline has passed.
We kindly request written notification of any changes or cancellations. Changes notified after the 48-hour deadline will be prioritized but cannot be guaranteed.
SERIVCE LIMITATIONS
Unless otherwise specified in writing, we do not clean anything over 7 feet high or a two-step ladder, unless suitable for cleaning with an extended pole or attachment.
Emptying/cleaning cat litter, vomit, blood, human or animal feces or any other potential biohazard materials are not part of our cleaning services.
We dispose of garbage into your own collection bins. Recyclables are sorted out only. Removal of both garbage and recyclables away from your property will incur extra charges. Please contact us for details/costs.
We clean fireplaces but do not remove ashes or coal away from your property.
We will always aim to treat all property with the utmost care and attention, however we are not liable for accidental damage to furniture, appliances and any other property on-site.
Please request a dishwasher load if needed. Unless otherwise specified in writing, we do not hand wash dishes nor unload dishwasher. We hold no responsibility for accidental breakage resulting from handling dishes and/or utensils.
We do not clean garburators.
Although we will do our best to clean anything surrounding the entrance of your property, we are unable to collect garbage from driveways or public areas.
We put forth our best efforts in cleaning your carpets, however results may vary based on many aspects – factors such as age, materials and general conditions may affect the final outcome of our cleaning services. For stain removals, our eco-friendly techniques will deliver the best possible results, but we are unable to guarantee 100% that they will be restored to their original state.
We hold no responsibility from machinery and/or item damages resulting from handling laundry on site. Please ensure you advise us of any special instructions for your own equipment/supplies at least 48hrs before your appointment.
MINIMUM TIME REQUIREMENTS
Unless otherwise specified in writing, we offer a 2.5-hour minimum cleaning time for recurring light weekly and bi-weekly cleanings, a 4-hour minimum cleaning time for regular recurring cleans, a 5-hour minimum cleaning time for monthly, one-time or first cleans and 7-hour minimum cleaning time for move in/out and post-construction cleans.
HOLIDAY BOOKINGS
For booking dates falling on statutory holidays we require a minimum 3 weeks notice. Statutory holiday rates are billed at 2.5 times our regular hourly rates with a minimum 7 hours cleaning time.
PETS
If a pet is on-site during our appointment, please ensure it is safely kept on a leash or put away in its kennel. If at any time any member of our team feels unsafe at your property, due to aggressive behaviour from your pet, we will leave the site and would have to reschedule your clean. Regular call service fee ($85.00) plus any billable time spent on site will apply.
We love all pets but cannot be held responsible for their safety while cleaning your property. The team will do their best to be aware of them, but we cannot accept responsibility for any runaway pets. Our Technicians
DAMAGES
Our Technicians aim to be as careful as possible with your property and all items in it, however sometimes unavoidable accidents may happen. We are fully insured and will report to you any issues that may arise during our visit. Any concerns or complaints must be notified in writing and with photographic evidence no later than 24 hours after the scheduled appointment. We will accept no claims after this period has passed.
Please ensure to notify us of any damages to any areas or items within your home at the time of your first booking or at least 24 hours prior to your next appointment. A photograph must be submitted prior to the team’s arrival to your property. We are not responsible for further damaging an area or item if we were previously unaware of its fragile condition. We will avoid the area/item and be extremely cautions in/around it upon your notification.
ACCESS
Please ensure that you are at the property at the time of your appointment to provide the team with access. However, if you are unable to be there, please confirm an entry code or provide a key at least 48hours before your confirmed appointment.
We are not responsible for keys left hidden outside the property (under mats, inside pots, etc). Should you wish to provide us with a key for on-going access, it will be safely and anonymously stored at our office.
Our vehicles are equipped with shovels, salt and winter tires, but in the event that the Team Leader deems potential danger due to heavy snowfall or access to your property/street/area is limited, the appointment may be cancelled or postponed without notice.
PROOF OF SERVICE
For certain jobs, proof of cleaning will be filed in the form of photographs. These will be private and will not be shared with any third parties. Clients are always free to request a copy of them and once all bills have been settled and all parties are satisfied, they will be erased.
ESTIMATES AND QUOTES
Quotes provided reflect an estimated time based on the requirements at the time of booking. All quotes are not guaranteed to be exact and not all amounts quoted are final. We reserve the right to amend the final billable time as needed depending on the level of cleanliness requested and the state of the site upon arrival of our team.
We reserve the right to add more billable time to ensure a specific area in need of extra attention is dealt with to fulfil a client’s expectations.
Outside meeting the minimum time requirements, you would only be charged for the time that the team actually spends cleaning.
MAILING LISTS
By requesting an online quote you are accepting to add your email to our mailing list. We will not share your details with anyone, it will only be used for internal marketing purposes and direct communications. You can opt-out at any time.
RENTALS AND AIRBNBS
Requests for appointments on Bank Holidays will be charged 2.5 times the Regular Clean fee. Regular cancelation penalties, terms and conditions apply.
Cleaning times will vary depending on property size and expectations. Cleaning times may vary depending on how the property was used by the departing guests.
First 2 appointments are not guaranteed to be within the original time quoted. After 2 or more consecutive weeks without appointments, we cannot guarantee original cleaning time expectations.
Requirements for rental and Airbnb properties:
- Property check-in time 4pm or later and check-out 11am or earlier
- All entries and instructions must be entered into the shared calendar setup per property.
- Any last-minute reservations must be followed up by an email to ensure we are able to accommodate. Last-minute reservations cannot be guaranteed but we will do our best to accommodate.
- All extra instructions, special setups and notes to be emailed to us at least 48hrs before confirmed booking. There is no need to do so if they have been entered into the shared calendar at least 48 hours before check-in.
- List of supplies provided and to be available to guests (welcome basket, notes)
- Parking access required within a maximum of 2mins access time from rental suite door, anything longer than 2 minutes will be added to billable time
- A minimum of 2 sets of linens (beds and bathrooms) required on site & all owner-supplied amenities must be stocked in each room or main supply in one location. If location is secure, access needs to be provided
- Garbage & recycling disposal must be available on site. Takeaway service available at an additional cost
Carpet Cleaning Services discount as follows: Min $140 before discount. Deep Clean Services discount as follows: Min 8hrs – up to twice a year.
We are happy to review any sites or contact your guests directly, should they require any extra special services, but we are not liable for any losses arising from damages caused by your guests or lost earnings caused by early or late departures or cancellations.
PAYMENTS AND CREDIT CARD PRE-AUTHORIZATIONS
We require a credit card in order to confirm your booking, you will be charged after the completion of your appointment. If you have recurring appointments with us through the month, you will be charged in a bi-weekly cycle.
A one-time pre-authorization payment may appear on your account prior to your booking. This is not a charge, it will be reverted into your account shortly, depending on your financial institution.
By providing your credit card information, you agree for your payment and any penalties to be charged to that credit card. A copy of the paid invoice will be emailed to you.
Please ensure you let us know at the time of your booking what your preferred method of final payment will be. If we do not receive this information within 24 hours of the completion of the job, the final amount will be charged to the credit card on file.
We accept e-transfers and all major credit cards. E-transfer payments must be completed within 7 calendar days of the clean. If no e-transfer is received by the 7day deadline, the credit card provided will be charged with the total billable amount.
OVERDUE ACCOUNTS
Payment is due upon completion of the scheduled appointment.
Overdue bills unpaid for longer than 2 calendar months from original invoice date will be sent to a collection agency and an additional 40% collection fee will be added on top of the outstanding amount.
Penalties are due upon notification and subject to 2% interest penalty per calendar month.
INSURANCE
We are a fully insured, bonded and registered WorkSafe company.
OUR GUARANTEE
Our efficient EHTs pay great attention to detail and work efficiently to deliver great value for money and make sure your expectations are met. We guarantee each job to be done to the highest industry standards. Any concerns or complaints regarding our services must be notified in writing and with photographic evidence no later than 24 hours after the scheduled appointment.