Safety of our Cleaners

Landowners’ Stewards is responsible for protecting the health and safety of its cleaners. Hence,

• Our cleaners will not move anything heavier than 35 lbs. If you require the behind of heavy furniture or appliances to be cleaned, please move them prior to our cleaners’ arrival to allow access to such target areas.
• Our cleaners will not climb higher than a 2-step stool, neither can they be asked to climb on any ladder or stand on any unsafe surfaces.
• Hazardous materials (include but not limited to: items or areas containing any body fluids, excretions, needles, band substances, litter boxes.) that may be harmful to our cleaners will be left untouched. Our cleaners have been instructed to clean around the areas that contain such hazardous materials and in cases of excessive contamination, they will vacate the area.
• If our cleaners feel that their personal safety is in danger (i.e. someone in the facility is intoxicated, presence of a vicious animal not contained, exposure to drugs or firearms, etc.), one of our staff will attempt to reach the client over the phone to suggest containing the situation. If this proves unsuccessful, our cleaners will leave the facility immediately, the client will still be responsible for the full charge of the cleaning appointment without any refund.

Insects

Insect infestation can pose a safety risk to our cleaners which may prevent them from cleaning your home. If ants, termites, roaches, fleas, bedbugs, etc., are encountered in your facility, our cleaners will not clean nor vacuum the facility, one of our staff will attempt to reach the client over the phone to present the real-time situation, our cleaners will leave the facility immediately and the client will still be responsible for the full charge of the cleaning appointment without any refund.

Cancellations

We acknowledge that occasional events come up suddenly in our everyday life that impact planned schedules. Should such events arise, and clients wish to cancel or reschedule cleaning appointments, Landowners’ Stewards require a minimum of two business days (48 hours) notice prior to the scheduled appointment.

If we do not receive an email on [email protected] to the effect of the cancellation or rescheduling of cleaning appointments, the following cancellation fee will apply:

• Cancellation or rescheduling within two business days (48 hours) will attract a 50% deduction from the charge for the scheduled appointment.
• Cancellation or rescheduling within one business day (24 hours) will attract a 75% deduction from the charge for the scheduled appointment.
• Cancellation or rescheduling upon arrival of our cleaners into the facility will attract a 100% deduction from the charge for the scheduled appointment.

Denial of Access into Facilities

A One-hour arrival window of our cleaners would have been earlier communicated to the client.

Upon arrival into the client’s facility, if our cleaners are unable to gain access, one of our staff will attempt to reach the client over the phone to present the real-time situation and to request further instructions. After which our cleaners will wait for a maximum of another fifteen (15) minutes for further instructions from the client.

If there are no update after fifteen (15) minutes, they will proceed to their next appointment. This will attract a 100% deduction from the charge for the scheduled appointment.

Entry into, Inspection of, and Exit from Clients’ Facility

We strongly recommend that clients meet our cleaners at the facility to receive them into the facility and if possible, perform an initial walkthrough inspection with them. Please refer to our Denial of Access into Facilities Policy should our cleaner are unable to access your home during the One-Hour Arrival Window.

• If the above is unsuccessful, then the client will share the location of the key (which must be around to the facility) or access code(s) needed to gain entry into the clients’ facility with Landowners’ Stewards, within 24 hours prior to the scheduled appointment.

Also, we strongly recommend that the client be available to check out our cleaners, perform the final walkthrough inspection required to approve their deliverables, and while our cleaners quickly take corrective actions to address any client’s dissatisfaction.

• If the above is unsuccessful, then the client will provide the drop-off location of the key and we will send an email to inform them of the exit of our cleaners. After this, Landowners’ Steward and/or its cleaners ceases to be responsible for the facility.
  Pictures of the cleaned facilities will also be taken for our internal use only.

Security Alarm

If the client’s facilities are equipped with security systems, please ensure that it is in the “OFF” within the One-Hour arrival window, or kindly send an email to [email protected]stating the codes and/or input sequence before your scheduled cleaning. 

Scheduling & Estimated Delivery Time

In the course of our clients making their booking on our website, they will be prompted to indicate their preferred date and time window of arrival. We promise to do our best to schedule clients’ cleaning appointment(s) within the preferred date and time window and we will send you an email to the client, stating the Estimated Delivery Time (EDT) required to deliver a sparkling facility and the One-hour arrival window, 24 hours prior to your appointment.

In the event that the EDT has to be extended due to the peculiar nature of clients’ facility and our cleaners are not able to complete the job within the EDT, our staff will call the client to seek authorization to spend more time cleaning your home, and we will inform them of the additional cost implication before proceeding with the work.

One-Hour Arrival Window

Relative to the clients’ selected preferred date and time window, there will be a provision of a one-hour arrival window, which gives allowance for factors beyond the cleaners’ control such as traffic conditions, customers adding services, lockouts, or cancellations.

Providing details of the location of the key or details of door code(s) are the easiest ways to give access to our cleaners upon arrival to clients’ facilities, absolving them of the need to be available to receive the cleaners.

We promise to do our best to meet clients’ scheduling time preferences, however, there may be some occasional variances due to circumstances beyond our control.

Child(ren) and/or Pet(s) “Escape” from the Facility

Landowners’ Stewards will not be responsible for any clients’ child(ren) and/or pet(s) that “escape” when our cleaners are either entering, cleaning, or exiting the facility. If clients’ child(ren) and/or pet(s) will be “roaming free” during the cleaning, kindly inform us ahead of your cleaning appointment so that our cleaners may be aware as they open the doors.

Our cleaners are trained to properly close the doors as soon as they gain access into the facility, during cleaning and when exiting the facility, and will not leave clients’ doors opened for long periods.

Clutter/Untidiness

Our cleaning will be more effective if the cleaners do not have a great deal of clutter to contend with. If a facility is heavily cluttered or untidy, it may impact the Estimated Delivery Time, which invariably impacts the Estimated Amount Charged.

24-Hour Guarantee

Knowing fully well that cleaning is a very sensitive service that solely relies on human service, we acknowledge that occasionally, an area may not be cleaned to clients’ satisfaction.

We always recommend that a client does a walkthrough inspection while the cleaners are still on-site, to point out areas where the client is not 100% satisfied and then corrective action is immediately carried out.

If a client is not available to carry out a walkthrough inspection to approve the work done by our cleaners after they have left the facility, regrettably, we are unable to offer a refund. We recommend the client sends an email to us at [email protected] within 24 hours of the cleaning, and we will re-visit the facility for corrective actions to be made at no extra charge.

Breakage/Loss

Landowners’ Stewards has its liability limits set at a maximum of 5 times the cost of the service charge on the day in which the breakage/loss happened. However, a notification MUST BE SENT BY EMAIL to [email protected] within 48 hours of service.

Key replacement/locksmith fees are paid only if keys are lost or miscoded. There is a maximum liability limit of $80 per location liability limit for key replacement and/or locksmith services.

We will accept no liability for items not secured in a proper manner, e.g., heavy pictures hanging from thumbtacks that are not anchored properly to walls, pre-existing damages, scratches, dings in windows, paint, furniture, floors, walls, etc.

Should there be items the client prefers not to be cleaned or handled, kindly send an email to us at [email protected], and we will make arrangements to avoid the items.

Payments

We accept the following forms of payment:

• A third-party vendor (Stripe) manages payment using MasterCard, VISA, AMEX, Debit, or Credit Cards, at a service rate of 2.9% + 30¢.
• Interac Email Transfer – the appropriate payment details will be communicated via email.
• Cash.

Payment must be made in full in favor of Landowners’ Stewards before the commencement of our service. 

Wear & Tear

Over the years wear & tear can build up in homes, Baseboards, the bottom of showers and tubs, mold/mildew, excessive water spots and soap scum on glass shower doors, worn flooring grout lines, window tracks, etc are areas where wear and tear impact the outcome or the final look of the cleaning. These areas may take more than one cleaning session to improve their look or in some cases, maybe impossible to improve.