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Welcome to Zie Care! That‘s pronounced {Zee• KAIR}. Our company policy is designed to ensure transparency, consistency, and professionalism in all our services. Please take a moment to review our policies to understand our commitments and expectations.
We provide residential and commercial cleaning services, including but not limited to general cleaning, deep cleaning, hourly cleaning service and specialized services such as window washing and eavestrough cleaning provided by our beloved and trusted company partner Prime Home Solutions Inc.
Client Responsibilities
Clients are responsible for securing valuables and providing access to the premises. Pets should be secured during the cleaning service to ensure the safety of our staff and your pets. Please provide in your service notes where the cleaner(s) are permitted to park.
Pets
Your pets are members of your family and we respect that. However, if your pet is afraid of vacuums, is territorial or rough and will not allow us to work, we may suggest that they be placed in areas that we are not working (ie. kennel, backyard, garage, ect.) We will not pick up pet droppings. This includes cleaning of litter boxes and dog kennels. We are not responsible for any mishaps that may happen with your pets such as ‘door storming’ while our cleaners are on site. Please keep in mind that our workers are no pet specialist and it is in our recommendation that you find a secure place to accommodate your pet upon the cleaners arrival.
Satisfaction Guarantee
Your satisfaction is our priority. If you are not satisfied with our service, please contact us within 24 hours, and we will address the issue promptly.
Quality Control
We want to earn a PERFECT 10 in quality and customer service. With that in mind, you will receive calls or emails after some of your cleanings. Please let us know how we performed. Constructive criticism refines us. We want to be the best!
Health and Safety Protocols
Our staff follow strict health and safety protocols, including the use of eco-friendly cleaning products upon request and protective equipment. We adhere to all local health guidelines to ensure the safety of our clients and staff.
Distractions
It is important for us to have access to every area of your home we will be cleaning. In doing so, we need to work freely and without distractions. Excessive visiting with your cleaner (beyond cleaning instructions) prevents them from being 100% focused. Every effort is made safely and cautiously and we cannot assume liability for injury to others (tripping over buckets, caddies, vacuum cords,ect.), we kindly ask that you, your children, and pets remain out of the rooms we are cleaning. You may return once we are finished.
Arrival Times/Hours
Our hours of operations are from 8:00 am to 6:00 pm. Unless you are our first cleaning of the day, we are unable to guarantee an exact arrival time. However, we can provide you with a 1-2 hour time window of our estimated arrival time. Many things can affect our arrival times such as cancelations, lockouts, weather conditions, traffic or customers adding services. However, we will strive to meet your cleaning needs with respect to our arrival times. Leaving a key at the Zie Care office or providing us an access code in service notes is the most efficient way to provide us with access to your home. You do not have to be home for the service but if you want to be home for your service we respectfully request that you are home during your estimated window of time to let your cleaners in. If no one is home or we are turned away for any reason, a cancellation fee will be charged (See cancelation policy). Evening and weekend cleans will be considered if there is availability.
Shoes
All Zie Care employees are required to wear their ‘indoor’ shoes while they are in your home. This is a WCB regulation to help ensure that our employees are kept safe at the work place & to prevent any falls, and/or injures.
Alarm System
If your home has a security system, please inform us how you want to handle it. Please note that it is not necessary for you to have to disarm your alarm systems the day of our cleaning. If you contact your alarm company they can assist you in programming a code that is unique to our company which can then be provided to our office. Security and safety of your home is a major concern at Zie Care, and our employees are sensitive to security and access procedures. Our policy is to lock the door while we are cleaning and to not allow access to unknown persons. Please do not rely on us to let in workmen during the time we are working in the home.
Firearms
For our protection and yours, in the unlikely event that you have firearms we ask that they be stored and locked away prior to our cleaning your home. We will not clean any rooms in which a firearm is visibly present.
Wear & Tear
The longer we live in our homes, the more wear and tear builds up in it. Baseboards, bottom of showers and tubs, mold/mildew, excessive water spots and soap scum on glass shower doors, worn flooring (wood floors may need to be refinished) grout lines, window tracks, etc. are all areas where wear and tear will have an outcome on the final look of the cleaning. These areas may take more than one cleaning to improve in appearance or may not come clean at all.
While we do offer to dust your blinds, excessive build up on blinds and shutters may require that you contact a professional blind cleaning company. We cannot be held liable for blinds/shutters, etc. that do not come 100% clean.
Damages
Accidents do happen. If we are responsible for damages to your home or items in your home, we will leave a note for you and place a follow up call. We make every attempt to repair, replace or pay for any items that we have damaged.
We will assume no liability for items not secured in a proper manner (example: heavy pictures hanging from thumb tacks, not anchored properly to walls, etc., pre-existing damages, scratches, dings in windows, paint, furniture, floors, walls, etc. Items of monetary or sentimental value should be put away on the day of cleaning and/or cleaned by home owner.
All surfaces (i.e.: Marble, Granite, hardwood floors, etc) are assumed to be sealed and ready to be cleaned without causing harm/damage when common cleaners are used.
Tipping
Zie Care never requires tipping, but it is a powerful way to say thank you to your service provider. Remember your appreciation need not be monetary. A personal note from you expressing your appreciation for their service can mean a great deal. If you would like to leave a tip for your cleaners, please place it in an area the cleaner will see, a direct hand off, or upon payment.
Contact Information
For any questions or concerns regarding our policies or services, please contact us at info@ziecare.online or 437-245-8381.
Pricing
Our pricing varies based on the type of service and the size of the area to be cleaned. Detailed pricing information can be found on our services page.
Payment
Payments are due upon completion of the service. We accept cash, credit/debit cards, and online payments.
Collections
In the unfortunate event that we are unable to collect on past due payments, accounts will be forwarded to the local credit bureau.
To ensure the safety and satisfaction of both our clients and staff, the following services are excluded from our cleaning offerings:
We do not handle the removal or cleaning of hazardous materials, including but not limited to asbestos, lead, or chemical spills.
Our services do not include the cleaning of biological hazards such as blood, bodily fluids, or animal waste.
We do not manage cleaning related to pest infestations, including rodents, insects, or any other type of pest.
Our staff are not required to move heavy furniture or appliances. Clients should arrange for these to be moved prior to our service.
We do not clean areas that pose a significant risk to the health and safety of our staff, including but not limited to unstable structures, excessively high places, or areas with exposed electrical hazards.
Our staff will not clean personal items such as jewelry, cash, personal documents, or electronic devices. Clients should secure these items before the cleaning service.
Our service do not include cleaning exterior areas such as yards, gardens, patios, driveways or external windows.
We do not provide a full wash of walls. Spot cleaning is available, but extensive wall washing requires specialized services.
Cleaning chandeliers is excluded from our services due to the delicate and intricate nature of these fixtures.
Booking
Clients can book our services through our website or by contacting us directly. Bookings should be made at least 24 hours in advance.
Cancellation
Things come up and we understand. However, we kindly ask that if you need to cancel, skip, or reschedule a cleaning that you notify us 48 hours before your schedule day. That will allow us to reassign your cleaner(s) to another appointment. If Zie Care receives less than 48 hours notice you will be charged your deposit and less than 24 hours half the amount of your cleaning. If 24 hours or less has not been given, or we cannot access your home due to a lockout, it will be necessary for us to charge the full price of your cleaning. To ensure all needs are addressed, please correspond all requests and changes directly to your cleaning coordinator. Please don’t communicate these important details with your cleaner.
Terminate
If for some reason you wish to terminate service with Zie Care, please be sure to submit this in writing to our email address {contact.ziecare@gmail.com}. Any clients that terminate their service for more than one month will be subject to our current one-time rate price varies with the type of service and size of the home.
24 Hour Guarantee and Refunds
We want you to be 100% satisfied! If at any time there is a legitimate concern in regards to your cleaning, you must call our office within 24 hours of the cleaning. Though we do not offer refunds, if we are contacted within 24 hours we will gladly return to re-clean the area(s) of concern.
Please note: there are no refunds for gift certificate purchases.
We respect your privacy. Any personal information collected through our website or during service is used solely for providing our services and will not be shared with third parties without your consent.
Keys
Ninety percent of our clients leave a key to their home at our office, and we take extreme measures to protect each key and your home. We assign every customer key a security code and store it in a key safe. No identifying information is ever put on any key.
Keys are issued to your cleaner on Monday’s and checked back in on Friday’s. If we were to misplace your key, we would pay to have your home re-keyed. A document will be provided to you indicating that we are in possession of your key. All keys are immediately returned upon termination of service. However, for your safety, we do not return keys by mail. Customers must call the Zie Care office to arrange to pick up their key in person. Please note that photo ID is required before a key will be released back to you.
If you decide not to issue a key to Zie Care, and no one will be home during the cleaning, you may choose to leave a door unlocked or place a spare key in a secured place for the cleaners to gain access to your home. In this case, you release Zie Care Inc. of any liability that may arise from any damages or theft to your home as we cannot guarantee that we are the only ones who will have access to your home that day. The Key Release of Liability document will be provided to you indicating that we are not in possession of keys to your home.
Gift Certificates
Gift Certificates are available in any amount. Please call or email the office for more information.
Referral Program
There is no better advertisement than a satisfied customer! That is why we have created our Customer Referral Program. Referring your friends and family is a huge compliment to us, so to show our appreciation you will receive one hour of free cleaning for each referral you send our way.
How it works: Once the referred service has been completed and paid for, you will see one hour of FREE cleaning reflected on your next invoice (up to a $40 value)!
The more people you refer to Zie Care, the more money you will save!
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