Updated as of 01/01/2015
This Terms and Conditions of Service was last updated on 01/01/2015, and it constitutes the full and complete Service Agreement between you, the Customer and Anne Cleaning Service, a Pennsylvania Corporation with offices at P.O. Box 4869, Hatboro PA 19040.
By hiring Anne Cleaning Service either in a recurring basis or as a one-time service, Customer agrees with the following Terms and Conditions of Service:
Subject to the terms of this Agreement, Anne Cleaning Service agrees to provide Services to the Customer at an address specified by the Customer and for such tasks as agreed between both parties at the time of the Appointment Request.
Anne Cleaning Service will provide one or more workers, including sub-contractors, to service faithfully, diligently and in a timely and professional manner, the Customer’s Home and or Office at a time and date mutually agreed between Anne Cleaning Service and the Customer.
If the Customer requires any changes to the Service to be provided or any additional services or variations at the time the Service is being performed, the Customer must first contact Anne Cleaning Service by telephone, who may agree to provide the additional services or changes in its absolute discretion. The workers are not authorized to agree to any changes to the Service being provided, unless other arrangements have been made with Anne Cleaning Service.
Customer Representations and Warranties
The Customer represents and warrants that:
- It will provide a safe working environment at the Premises for the workers to perform the Services.
- The Workers will have unencumbered and unobstructed access to those areas of the Premises requiring the Services.
- It will provide the Workers with access to all services and utilities (including hot and cold water, electricity, and rubbish bins) as required by the Workers to provide the Service.
- It will provide all usual and necessary equipment and materials required by the Workers to provide the Service, unless other arrangements have been made with Anne Cleaning Service.
- All equipment and materials provided by the Customer are safe, have not been tampered with and are in full working condition.
- It will advise Anne Cleaning Service prior to the commencement of the Service of any hazards, slippery surfaces, risks or dangers, ingrained dirt, grease or grime at the Premises.
- It is authorized to use the Premises and obtain the provision of Service.
- If the Customer requires the Workers to perform services behind or under any heavy items (eg. a fridge, bookshelf, or other furniture), it will move those items prior to the commencement of the Service.
- It will secure or remove any fragile, delicate, breakable or partially breaked items, valuable items, including cash, jewelry, works of art, antiques, or items of sentimental value prior to the commencement of the Service.
No engagement of Workers
The Customer acknowledges Anne Cleaning Service invests significant resources in recruiting, selecting and training its Workers. Unless Anne Cleaning Service gives prior written permission, the Customer must not, directly or indirectly, engage, employ or contract with any Worker to provide Residential or Office Services to the Customer or any associate of the customer for any period during which services are provided by Anne Cleaning Service or for a period within 24 months after the conclusion of any Service.
The Customer acknowledges that Anne Cleaning Service may suffer loss and damage, including, without limitation consequential loss, as a result of a breach of this clause by the Customer.
Online or Phone Quotations
Any price quoted by our Instant Online Quote System or by Phone is estimated only. Such estimate is based on Anne Cleaning Service experience, without inspection, and based on information provided by the Customer. These quotes are subject to inspection and or evaluation for final determination on pricing.
If at the commencement or during the course of providing the Services, it is apparent that the actual cost of the Service will exceed the quote provided by Anne Cleaning Service, we reserve the right to provide the Customer with the option to pay an increased fee to complete the Services, or pay the quoted amount without the Service being completed.
Online Promotional Offers - House Cleaning Service
From time to time, Anne Cleaning Service offer, through its Online Partners like Facebook, Groupon, Living Social, AmazonLocal, Eversave, DealYo and others, Promotional Discount Vouchers that entitles Voucher Holders highly discounted Service Sessions.
Service Sessions are specific to the Promotion being offered and it may vary from 1 to up to 10 Sessions of a certain number of Man Hours of Service
The number of Man Hours of Service is also specific to each individual offer and it may vary from 1 to up to 20 Man Hours of Service. Regardless of the verbiage used on any Promotional Offer, the allocated time is always based in Man Hours of Service.
Depending on the Online Offer type, it may cover 1 (One), 2 (Two), 3 (Three) or up to 5 (Five) Man Hours of Professional House Cleaning Service per each session.
The number of Workers to be assigned to a particular job cannot be determined ahead of time, as it can be directly affected by the number of jobs assigned for the day, as well as the job location, property size and many other variables. The number of workers is always determined the day prior to scheduled services, when the Customer is always welcome to call to find out.
Regardless of the number of workers assigned, as mentioned above, each Service Session is based on a Number of Man Hours of Service, and the total time spent in a job, is calculated by dividing the total number of Man Hours purchased by the number of Workers. All details about the job along with Start Time and End Time is tracked by Anne Cleaning Service software accessed by the workers on the field through appropriate devices.
In the event the job requires more time than what is covered by its voucher, customer understands and agrees to pay for the overtime along with any other fees for any specific task that requires additional payment. Any overtime is charged at our regular rate of $30.00 / Man Hour (per hour for each worker) and it's billed in 1 Minute increments, according to Anne Cleaning Service software tracking system.
Unless when is previously agreed, Anne Cleaning Service standard charges are based on Man Work Hours at a rate of $30.00 / hour. In addition to this rate, there is also a base charge of $90.00 which may vary based on Customer's location or Service Address. This rate applies to any Customer serviced for the first time or any Customer enrolled in a Recurring Service in which the interval between services is greater than 30 consecutive days. These charges can be illustrated as follow:
Anne Cleaning Service reserves the right to allocate as many Service Personnel as it finds necessary. The allocation of personnel is based on many different conditions including number of jobs for the day, home type, home size, Property location and etc.
Additional Services are provided for an additional charge and it includes carpets, windows and walls washing, hard surface steam cleaning, inside Oven and fridge cleaning, hand washing dishes, green or environmental friendly products cleaning, glass doors (additional) garage sweeping, basement cleaning, fireplace ashes removal and cleaning, grout cleaning, trash haul-away and other services. Restrictions apply to chandeliers cleaning.
Services Request (Online Voucher or Gift Card Holders)
Voucher or Gift Card Holders must redeem and request services trhough Anne Cleaning Service web interface where the Voucher or Gift Card must be validated prior to scheduling services. This Web Interface can be accessed through a public web url - www.annecleaning.com/order and it uses a High-grade Encryption (AES-256, 256 bit keys) to secure and protect the transmission of Customer's information.
Online Quotes and Service Options
Quoted Rates for Recurring Services are determined based on Property Type, Size, number of Bedrooms, Bathrooms and some other details. Our online tool can provide an estimate but cannot confirm or be a proof of any commitment as a final in-home evaluation would be made necessary prior to any commitment. Our Online Quote Tool can be accessed through a public web url - www.annecleaning.com/quote
Cancellations or Reschedule requests
Cancellations or Reschedule requests must be placed online through our Web Interface. This Web Interface can be accessed through a public web url - www.annecleaning.com/cancel-a-service/ or through a dynamic link that can be found on all e-mail correspondences.
Cancellation or Reschedule Requests must be placed outside a 48 Hours time window prior to scheduled service date. In the event that the Customer does not provide 48 hours notice prior to the commencement of the Service, the Customer agrees to pay a Cancellation / Reschedule fee of $60.00 which will be assessed to Customers account, including those holding a Promotional Voucher or Gift Card in which the cancellation will be assessed against its paid value, forfeiting and /or invalidating the voucher or Gift Card. Customer agrees to pay this fee as part of Anne Cleaning Service administrative costs and loss.
Unless other arrangements have been made, payments are due at the time of service scheduling or request. Scheduling can be made through Pro Master Web Interface or with a Anne Cleaning Service customer Service Representative.
All Credit Card purchases made through Pro Master Web Interface or over the phone with a Anne Cleaning Service Customer Service Representative are fully refundable as long as the request for refund is placed within 48 hours from payment processing, otherwise a flat fee of $25.00 will be applied against the refund amount to cover administrative costs.
In the event that Anne Cleaning Service had agreed to receive payment at the time of service, and for some reason, such payment has not been made, Anne Cleaning Service will use reasonable methods to contact the Customer for payment, including e-mail messages. In the event that Anne Cleaning Service is unable to reach the Customer or payment is not made at the time of service, the Customer will be subject to pay an additional late fee of $15.00. This fee will be assessed to Customer's account and due immediately.
Recurring Service Options
Pre-paid Service Options
Customers who pay for services in advance are entitled to a discount according to the number of sessions purchased, as follow:
- 05 Prepaid Sessions – 03% off of regular rate;
- 10 Prepaid Sessions – 05% off of regular rate;
- 15 Prepaid Sessions – 7.5% off of regular rate;
- 20 Prepaid Sessions – 10% off of regular rate;
Pre-paid Sessions of Service are subject to the same rules and limitations described above. The Quoted and Agreed Price to service Customers Property is also limited to a certain number or Man Hours, which again, can vary between 3 to 8 Man Hours. Customer acknowledges and understands that any time spent above this limitation will be due and charged to Customer in an hourly rate of $30.00 / man Hour, billed in 1 minute increments, according to Anne Cleaning Service software tracking system used by its workers where start and end time are logged and documented in the system.
In the event Customer decides to cancel a pre-paid service agreement, the respective discount and any courtesy credits are voided and a fee equals to Customer's current rate will be charged to Customer's account to cover Pro Master expenses on managing scheduling changes. Customer will be provided a refund according to Anne Cleaning Service current method of payment and current pay cycle, currently on the 20th of each month. (Subject to change)
Returned Check and Collection Fees
A $25 fee will be assessed for all checks returned unpaid due to cancellation or for non-sufficient or available funds.
A $25 fee will be assessed for all monies owed to Anne Cleaning Service that must go to our collections office.
Any complaints or notices regarding the service performed by Anne Cleaning Service must be reported to the company within 24 hours from the date the service has been completed to be valid and considered. These reports should be initiated online through our Web Interface. This Web Interface can be accessed through a public web url - www.annecleaning.com/contact. Customers are also welcome to call our Customer Service Department at (267) 348-5213 to file such report. Please note that any property or home that has not been properly maintained for an extended length of time will be subjected to inspection by Anne Cleaning Service’s Management.
As long as such report is filled within 24 hours from the performed service date/time, Pro Master will commit to have the service redone. Such commitment is subjected to inspection by Anne Cleaning Service’s Management and it will be evaluated in a per case basis.
Anne Cleaning Service carries Liability Insurance. Any reports of damage caused by our Workers during a Cleaning Service Session, must be reported within 24 hours from the date the service has been completed to be valid and considered. Anne Cleaning Service will take reasonable means necessary to correct, fix or replace the damaged item. These reports should be initiated online through our Web Interface. This Web Interface can be accessed through a public web url - www.annecleaning.com/contact. Customers are also welcome to call our Customer Service Department at (267) 348-5213 to file such report. Customer must provide detailed information about the incident and the item in question. Please note that any item reported as damaged will be subjected to inspection by Anne Cleaning Service’s Management.
Anne Cleaning Service cannot be responsible for any damages where is evident that the damaged item in question, is caused by Customers lack of care or maintenance. This includes floors, area rugs, carpets, windows, walls, appliances, doors, door frames, picture frames, collectibles or any other object placed in unsafe conditions.
The Customer acknowledges that any information provided by the Customer may be used by Anne Cleaning Service for the purpose of providing the Service. Anne Cleaning Service agrees not to share any information provided by the Customer with any third party not directly involved in the provision of the Service (unless required to do so by law).
The Customer agrees to Anne Cleaning Service communicating with them electronically and / or via other means in order to provide the Service or for reasons related to the provision of the Service.
Anne Cleaning Service will take all reasonable precautions to protect personal information provided by the Customer from loss, misuse, unauthorized access or disclosure, alteration or destruction.
Changes to this Agreement
Anne Cleaning Service reserves the right to update or modify the Terms and Conditions of this Agreement at any time without prior notice, and may do so by publishing an updated agreement on its website. Each updated agreement will take effect 24 hours after it has been published on the website.
The Customer agrees that any use of the Service following any such change, whether as a single job or as part of a recurring service, constitutes their agreement to follow and be bound by the terms and conditions as changed.
Law and Jurisdiction
The Customer and Anne Cleaning Service acknowledge and accept that this Agreement shall be construed and interpreted in accordance with the laws of the State of Pennsylvania and both agree to submit to the exclusive jurisdiction of the courts of County of Bucks in Pennsylvania in the event of any dispute.