Terms of Service

Bonded & Insured

Touch of Elegance is fully bonded and insured. Please notify us within 24 hours of the cleaning service if any damage occurred during the service.

Make the Most of Your Cleaning Experience

Consider leaving the areas to be cleaned clutter free by removing any objects that might obstruct the cleaning process. This allows us to focus the time on cleaning instead of organizing and gives you the best value for your investment. Should the cleaners find an area particularly cluttered, they will clean around the items to the best of their ability.

Cleaning Products & Supplies

Zep and Method products are the main cleaners our staff use. For tougher grime, we use brands such as Bar Keeper’s Friend, The Pink Stuff, Goo Gone and more. We refrain from using bleach and vinegar due to health concerns and the intense smells. Our supplies include top quality equipment like Pro Team Backpack Vacuums and Hetty Vacuums.

Service Limitations

Wear and Tear

The longer we live in our homes, the more wear and tear builds up in them. Our staff use top quality products and supplies and are trained to tackle difficult cleaning areas.
However, hard water stains, excessive build up on blinds, marks on cabinets, walls and baseboards may take more than one cleaning to improve the appearance or may not come clean at all.

Pets

Touch of Elegance is a pet-friendly house cleaning service that loves pets of all shapes and sizes. If your pets are ok to be around other people, then we have no problems with them either. If your pet can be hesitant of new people, we often recommend that you place them in a contained area to ensure everyone’s comfort and ease. Feel free to talk with us about any pets in your home and your preference.

Arrival Notice

Our staff value punctuality and we to strive our best to always be on time. However, we provide an arrival and departure window of 30 minutes before and after the scheduled time in case unforeseen circumstances occur such as the unpredictability of traffic, parking, and
any other surprises.

Cancellation Policy

We understand that occasionally a customer may need to cancel or reschedule an appointment. If this is your case, please email us at [email protected] or call
us at (519)-709-4493. This allows us to service other appointments and manage our schedule more effectively.

Cleaning Service Cost

When providing a quote, we base the cost on other homes we have cleaned that are similar in size and described condition. Upon arrival, if we find that the clean will take more time than initially expected, we reserve the right to adjust the rate accordingly. We will notify you prior to cleaning beyond the agreed upon time.

Payment Options & Refunds

Currently we offer payment by e-transfer or cash. For cash payments, clients usually leave the money in a visible location such as the kitchen counter. We do not process refunds of payments after the cleaning service has been performed. However, we do offer our customers our Satisfaction Guarantee.

Satisfaction Guarantee

We are confident about our work and committed to delivering the best cleaning service possible. If for any reason you believe that something was not done properly or overlooked during the cleaning service, please contact us within 24 hours and we will make it right
within the next 48 hours.

Tipping

Tips are not mandatory, but they are greatly appreciated. They can be added at the time of booking, or it can be given directly to your cleaning team at the time of service.