Policies and Procedures

Please Take A Moment To Read

Add-on Services
We are happy to provide you with additional services: (please note: some of these tasks are also part of our regular cleaning system when time permits)

Cleaning the inside of:

  • Refrigerator
  • Cupboards
  • Interior windows (floor level)
  • Stripping/re-making of beds
  • Cleaning under or behind furniture
  • High dusting (vaulted ceilings, chandeliers etc.)
  • Baseboards

Additional tasks need to be requested in advance so that we can schedule the additional time and supplies needed. Add on services cannot be guaranteed on your regular service date.

In order to keep our prices as low as possible, it is important for us to have uninterrupted access to the areas of your home that we will be cleaning. Every effort is made to work safely and cautiously, but we cannot assume liability for the safety of others. This includes children and pets. We need to be able to work freely and without distractions. If we are subject to distractions that affect our ability to perform our work in a timely manner, we may need to charge for extra time spent in your home. We ask that you pick up toys, clothing or other items before we arrive so the time we spend in your home can be as efficient as possible.

Rate Changes
Sun Ray Cleaning reserves the right to re-evaluate the rates at any time to allow for business-related costs such as gas and travel time increases, and other cost increases. You will be notified of any rate changes.

We accept cash, cheques, credit card and E-Transfers. Cash or cheques can be left in an envelope for staff to pick up. Please leave payment in an envelope on your kitchen counter, clearly marked “Sun Ray Cleaning”.

Equipment and Supplies
We provide our own cleaning supplies and vacuums. If you prefer the cleaners to use your vacuum we will not be liable for damage to your vacuum.  All the cloths and equipment we use are fresh and clean when we start to work in your home.

Quality Control
There is a supervisor off the crew cleaning your home and part of their job is to train new staff and check everyone’s work, at each house, upon completion. We at Sun Ray Cleaning want to ensure that you are consistently happy with our service, but we are human and a mistake might occur. Please notify us within 24 hours of your cleaning if you are displeased with the quality of service so that we can return to correct the situation in a timely manner without additional charge. In addition, any suggestions that you may have to help us improve the quality of service are very much appreciated.

Arrival Times
Due to the time consuming, unpredictable nature of cleaning, we are unable to guarantee the exact time of arrival. We require the flexibility to arrive and depart within 30 minutes of the appointment time you would have been given at time of booking.

For your convenience we can give you an estimated block of time to expect arrival; however, we may arrive earlier or later than the estimated arrival time due to circumstances beyond our control such as traffic and/or weather conditions, etc. If we arrive for a scheduled service to find we are unable to access your home, a lock out fee equal to the cost of the cleaning will be charged. We encourage all our clients to issue us keys/pass codes so that lock-outs will not be an issue.

For safety reasons, we do not lift anything weighing more than 20 lbs.

For our safety and the safety of all our clients, please notify us by telephone at least 24 hours prior to scheduled service of any infectious sickness’s that occur in your household. We will re-schedule in such circumstances.

If you have an alarm system, please be sure that it is turned off before we enter your home or provide us with the code. If you are unable to provide a house key, you can give us the code for the garage door or hide a key in an agreed-upon place. We will make every effort to ensure your house is secure after our services. However, we will not be held responsible for loss or damage if we do not have a key or alarm code.

We take pride in being a pet-friendly service and take special care in making your pet feel comfortable during our cleaning process. However, we do need to make sure that our safety is addressed. If you have aggressive pets, please secure them during our service. Please make sure, however, that we still can access all necessary rooms in order to do the scheduled work. We do not clean animal or human feces, urine, vomit or other bio-hazards. This includes feline litter boxes and dog kennels.

Sun Ray Cleaning will be closed for business when severe weather conditions prevent safe road travel. We will call you to try to reschedule for another day.

Sun Ray Cleaning will be closed for regular business during all national holidays unless specifically requested in advance. Fees will be increased 25% for services on national holidays. If your cleaning visit falls on a holiday, every effort will be made to re-schedule your visit for the same or following week, but this cannot be guaranteed. When the client goes on vacation, Sun Ray Cleaning will offer a no fee cancellation of regular cleanings when a note is given at least 7 days in advance. Sun Ray Cleaning reserves the right to charge a fee for any cancellation with less than 48 hours advance notice.

Cancellation of Appointments/Lock-out
You may reschedule, add, skip or cancel any of your cleanings. We understand that an unforeseen event may occur which will create a need to cancel your scheduled cleaning appointment. If, for any reason, you need to change your scheduled appointment, please give us a full 48 hours notice. Once we take a reservation, we hold that time slot open for you and turn away other potential clients in order to ensure your appointment. In the event of a cancellation of less than 48 hours of notice a cancellation fee of $40 will be charged. The client agrees to pay the entire cost of the cleaning in full for any visit cancelled by them on the day of the cleaning. This applies as well to visits aborted by our staff when unable to gain access to your home due to being locked out, or if, for any reason, a staff member feels that his/her personal safety is endangered enough to cause him/her to leave the job-site due to actions by the client, guests, or pets on the premises. The client will remain liable for the full cost of the non-performed service.

Either party may terminate this agreement at any time by giving to the other party not fewer than one weeks oral or written notice.

To ensure that all your needs are considered, please address all requests and changes directly to Cheryl at 250-338-7175 or Hailey at 1-250-318-0877 or email cheryllw3@gmail.com. Please be advised that we make every effort to check our email in a timely fashion, however, if you urgently need to get in contact with us, then please phone.

Sun Ray Cleaning recognizes and acknowledges that this Agreement creates a confidential relationship between Sun Ray Cleaning and the Client and that information concerning the Client’s business affairs, customers, vendors, finances, properties, methods of operation and other such information, whether written, oral, or otherwise, is confidential information. Sun Ray Cleaning agrees, that it will not, at any time, during or after the term of this Agreement disclose any confidential information to any person whatsoever. Sun Ray Cleaning further agrees to bind its employees to the terms and conditions of this Agreement.

It is your responsibility to remain informed of our policies and procedures. This document is updated regularly. When there is a conflict of understanding, this document (website) will be considered the most updated and current document. If you have any concerns/questions regarding the wording of this document, please contact us via email at cheryllw3@gmail.com

Breakage Damage
The cleaning crew will immediately notify the client, and our office, of any accidental breakage (of an object) that occurs during the cleaning appointment. We take the utmost care during the cleaning, however, if one of our employees accidentally breaks an object, a note will be left for you. We will then contact you to discuss the correct solution for repair or replacement. If you should notice and damage in your home, you feel was done by our cleaning staff, we must be contacted within 48 hours of the cleaning appointment. This allows us to do a proper assessment and come up with a solution and how to move forward. We cannot be responsible for damages if you contact us after the 48 hrs. Please understand there is normal everyday wear and tear that we cannot be held responsible for that may be incurred from house cleaning…please consider this before hiring any cleaning company.

If you skip a scheduled cleaning, and it takes longer than normal to clean your home the next time we are there, there will be a charge for additional time.

We guarantee consistent quality cleaning services. We employ reliable, trustworthy cleaning people that are motivated by company incentives and rewards.  The same dedicated crew will clean your home on each visit.

Our employees are very important to us, and we are very serious about keeping them safe. They do not use ladders more than 3 steps high or lift anything heavier than 20 lbs. These types of activities put our employees in danger of back injury. If you would like us to clean behind appliances like a refrigerator, oven or sofa, please move it prior to the cleaning to allow access to the desired area. For all special requests, simply give us a call to properly arrange for your need to be handled properly.

Bleach/Ammonia/Oven Cleaner
We will not bring bleach, ammonia or oven cleaner into a home to use as a cleaning product. If you request us to use bleach/ammonia/oven cleaner supplied in your home, please be aware that we will refuse this request due to health factors around these products.

Since cleaning is a very personalized and subjective service, we cannot offer refunds to customers. However, we want you to be 100% satisfied with Sun Ray Cleaning. Please see our 24-hour guarantee if you are dissatisfied with your cleaning. There are no refunds for gift certificate purchases.

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