Web Design: EXTRA SIGNS, Calgary 2010 ©  Sales: admin@extrasigns.com Policies for Cleaning Services Offered in Calgary by Fine Maid › Collection of Confidential Information: No Credit Card Confidential Information is being collected on our website. This includes: Name on Credit Card, Card Number & Expiry Date. › Currency: All fees and prices on FineMaid.com are expressed in Canadian Dollars (CAD). All payment transactions are processed in Canadian Dollars (CAD). › Payment methods: You can use any of the following to pay for an Invoice with us, or for purchasing  Signs from us: VISA, Mastercard, American Express, Discover, INTERAC Online (new!). Regarding On-Line Payment for Services:  › Similar to any other e-commerce site, if and when you decide to purchase products you will be guided through a Payment process. Our Payment process is one of the most Secure available in Canada and uses information in a protected and safe manner, outside anyone’s reach other than yourself. You will never grant us access to, nor can we ever see your payment accounts. We do NOT store credit card information. Moreover, we do NOT operate recurring billing (unless you have requested us to do so - for repeated services under long-term cleaning contracts). › Other personal information may include your name, email address, telephone number, mailing address, the address where the cleaning services are rendered, as the case may be. Visitors to this Web site are not requested to reveal any personal information. However, on a voluntary basis, you may provide and disclose personal information to us in using certain features of our site. We may use this information to send you a Payment Confirmation (or Invoice), or other important messages, and to better assist you if you have any difficulties using the site. We may also use this information when providing your Services purchased. › We do not share information outside our scope of business. Regarding Privacy and Use of Information:  › Full Disclosure: All our fees and prices are fully disclosed. › Changes: All our fees and prices are subject to change without notice. › Recurring charges: You are not bound by, or entering any subscription. Only the Client decides whether a payment is desired. Furthermore, the on-line Payment of an Invoice shall be initiated and carried out by Customer at his discretion, or as agreed in the Project terms. › Please note that we are providing our Customers with the option of making a partial payment, or a full payment, via our website, to any of their Invoices at their convenience. › POS: If required or where desired we can process payments using our Point Of Sale (P.O.S.) terminal. Your authorization (verbal or written) is automatically required in such cases. Regarding our Fees for Cleaning Services (and Packages):  › Disruption of Service: Due to their nature, websites can sometimes become unavailable. Among common causes are: interruption of Hosting/Internet Service, malicious attacks resulting in virus infections/corruptions or losses of Data, Site maintenance, etc, but there could be other causes as well. Although we try to provide you with the best service, we do not guarantee uninterrupted operation of the Services. If you notify us of an existing problem, we will try to correct it immediately or as quickly as reasonably possible. Regarding our Website:  › There are a few instances when extra charges may apply to the services ordered. The Client is hereby made aware of the possibility that such extra charges may apply to his/her purchase of Cleaning Services. Below are the most common instances where extra charges are applied to the Booking Price advertised on the website:   - Customer has special request(s): Services exceeding the allocated time for accommodating special requests from the owner/occupant will be charged extra using a rate of $50 per man-hour, in 30 min. increments (e.g: extra time of 1 hour and 15 minutes is billed an extra $75 net per cleaning person).  - The place cannot be cleaned in the allocated time due to its condition: after the owner/ occupant has been informed (on-site, verbally) that extra time is required to complete the tasks, and owner/ occupant has agreed to having the cleaning crew work overtime to finish cleaning the premises, the cleaner's or crew's overtime services will be charged extra using a rate of $50 per man-hour, in 30 min. increments (e.g: extra time of 1 hour and 15 minutes is billed an extra $75 net per cleaning person).  - Residence or Office is located outside the City/Town limits: a special travel charge, currently of $0.20 per km applies (will be added to the selected package price) to cleaning jobs outside the city/town limits. › There are a few instances where penalty charges may apply. These are listed below:  - Cancellation of Services: We require minimum 48 hours notice when cancelling your cleaning services booked with us. A $50 dollars fee applies to all cancellations which occur less than 48 hour to the booked day and time.  - Non-access to premises: In the event that the Client does not provide unencumbered access to the premises for the Fine Maid cleaners to be able to provide the Service, the Client agrees to pay a non- providing-access fee of $100 net, to cover for our travel and administrative costs (see also Section “Regarding Access to Premises”). › The Client must not ask for our staff’s (i.e. the Cleaners performing the services) phone number for security reasons and to employ privately. There is a certain instance where an employment referral fee applies:  - Private offering to and Hiring of one or more of our employees: the Client must not, directly or indirectly, engage, offer to, and employ (including  as Individual Contractor) any Cleaner to provide domestic services to the Client or any associate of, for any period during which services are provided by Fine Maid, and/or for a period within 6 (six) months after the conclusion of any Service.  - To protect our Company against disloyal competition, in the event that the Client directly engages and employs without our consent, anyone employed by us at the time when they have received Cleaning Services, and/or who was still was employed by us within a period of six (6) month prior to such private offer and employment, the Client is liable for an employment referral fee of $3,000 (three thousand dollars) per person. By entering our Services Agreement, the Client agrees to pay this fee whether he/she notifies us of said action, or we discover this employment through other channels. Upon failure to pay the aforementioned employment referral fee, your fine will automatically be sent to the collection agency, and may affect your credit score. You also agree to reimburse us for all legal and/or collection fees we incur from/while collecting this fee. The Client acknowledges that Fine Maid may suffer loss and damage, including, without limitation consequential loss, as a result of a breach of this clause by the Client. Regarding Circumstances where Extra Charges or Penalty Fees May Apply:  › General: This Site may provide access via hypertext links to resources in other websites for browsing only. FineMaid.com is not endorsing any linked entities. Off-site links are provided by link exchanges, paying advertisers, or for information purposes. By following any off-site links present in FineMaid.com website, each person assumes responsibility for any information given, contracts entered into, purchases made, and any situation or event that may arise. Regarding Off-site Links:  › No matter how hard one works to do a great job, he/she might get an occasional complaint. Who knows? We may, too, one day. › Most common satisfaction problems for cleaning services are either caused by miscommunication, or by personal interpretation:  - Expectation problems – Where the Client was expecting something other than what was provided.  - Perception problems – Where the Client has different perceptions of what a good job looks like. › If you have used our Cleaning Services, are dissatisfied with them, and you wish to inform us, you can do so within three (3) business days from the day that service was rendered to you. We do not entertain any claims made after the first three (3) business days following the rendering of the Service. We will respond within three (3) business days with a Claim Investigation Result and a Solution where applicable. › Please note: if your complaint is justified, we shall seek from you to allow us the opportunity to correct the situation (at our own cost). We do not issue refunds for cleaning services other than for special circumstances. Such circumstances are limited to:  - accidents deemed beyond our control, yet outside what defined as “force majeure”, where our worker(s) could not deliver the services booked by the Client. The best example would be a case where our workers don’t show up at the Client’s premises. In such case, we allow one (1) hour past the service commencing scheduled time. After that, it is deemed that the Service was not provided as requested, thus the Client is entitled to a a rescheduling of Services purchased, or a full refund, at his/her own discretion.  - special agreements between the company and the Client, or when a contract between the two parties has such clause.  - court orders › Moreover, ONLY the money (amount) paid on FineMaid.com or directly through our offices/franchises at purchasing can be refunded. Please keep your Invoice or Payment Confirmation. Regarding Complaints and Refunds (for Cleaning Services):  › FineMaid.com and its parent company do not make any claims regarding guaranteed success for Fine Maid Franchise businesses. While cleaning businesses can be very profitable, business talent / skills are unique for each owner, hence making each franchise office’s evolution a non-standard process. › We recommend and insist that you read the Terms and Conditions applying to the purchase. Please note that franchise purchase fees are non-refundable. › Once bought, a Fine Maid cleaning franchise can be re-sold much like the other franchise businesses out there. Our requirements are that: - the new owner (i.e. the entity to which you will be reselling the business to) takes over the (or enters a new, similar) Royalty Agreement with us - the new owner (i.e. the entity to which you will be reselling the business to) agrees to respect the company’s “Fine Maid Franchise Standard Regulations”(*) to operate the franchise. (* as per respective company document which is not public, thus not enclosed here). Regarding Purchasing a Franchise:  › Our company shall at all times hold Liability Insurance for any Accidental Damage or Theft that may occur on Client's premises. › We assume the responsibility for any damage that has been proven to have been caused by our workers. All compensatory services or monetary compensation have to go through the applicable Insurance processes, and may take time, as it involves third party evaluation. We cannot guarantee a certain time frame in which these cases are brought to conclusion. However, we will work closely with our Clients and all other parties involved to resolve these cases as fast as reasonably possible. › Although throughout the hiring process, training of workers, and providing tips & recommendations for our clients, we do our very best to prevent any possible mishaps, in a situation where a theft claim is made, we ask the Client to go ahead and contact their local Police Services at the same time with (or before) informing us, as our Claim Investigation Result will be entirely dependant of whether the legal system finds our worker(s) guilty with said charge. All compensatory services or monetary compensation have to go through the applicable Insurance processes, and may take time, as it involves third party evaluation. We cannot guarantee a certain time frame in which these cases are brought to conclusion. However, we will work closely with our Clients and all other parties involved to resolve these cases as fast as reasonably possible › Client Responsibilities: The Client must inform us within 24 hours from completion of the Services (i.e. from the time of our worker(s) leaving the Client’s premises) of any incident where damage to property, breakage, or any other type of accident, or theft, has occurred and when it is believed to have been caused by our worker(s).To the extent permitted by law, the Client is not entitled to claim any loss for any incident if the incident is not reported to FineMaid within in the time frame mentioned above. › Limited Coverage: our liability coverage for Accidental Damage or Theft for the aggregate of items claimed, and irrespective of their individual or combined value, has a maximum which is the equivalent of three (3) times the cost of the services charge for the day when damage/loss occured. (i.e. the maximum we shall pay). Items that are specifically excluded from liability are: Cash, Jewellery, Electronics, Items of sentimental value, Art, Antiques, Unique, Collector, or other hard to get items. Regarding Liability Insurance for Accidental Damage or Theft:  › Please read carefully when you purchase a Cleaning Package on our website, to know what is included, and to determine if that is matching your cleaning needs. Each package’s inclusions and exclusions are explained in detail when you click on its “Read more” hyperlink. If for some reason you can’t open the pop-up with Package Details, please let us know and we will try to help. › What is generally not included in the Package, and either not offered, or offered as a separate service (you will have to contact the Fine Maid office to discuss all details):   For Residential Services: - We do not clean the inside (i.e. the oven) of gas and self-cleaning type range stoves. We do not remove furniture or appliances to gain access to areas normally not visible; however, if you can do that in advance (e.g. pull out refrigerator, etc.), we will clean the areas exposed. We can not clean all the inside of household appliances, cabinets and closets, unless all breakable objects have been put away in advance. Services such as Window Cleaning, Floor Waxing, and Cleaning of Developed Basement Areas, Other Home Additions, Yards, etc. are offered separately. Generally speaking, whatever is not listed as “included” can not be assumed as included in the package.   For Commercial Services: - We do not remove furniture or appliances to gain access to areas normally not visible; however, if you can do that in advance (e.g. pull out refrigerator, etc.), we will clean the areas exposed. We do not clean the inside of appliances, cabinets and closets, unless all breakable objects have been put away in advance. We only clean desks with no documents left onto, and file cabinets whose content have been removed or stowed away in advance. We do not clean desk drawers (unless they are marked “empty, allowed for cleaning”). Services such as Window Cleaning, Floor Waxing, and Cleaning of Warehouses and Manufacturing / Industrial Production Areas, Yards, etc. are offered separately. Generally speaking, whatever is not listed as “included” can not be assumed as included in the package. Regarding What Is and What is Not Included in Your Selected Cleaning Package:  › We require our Clients to provide a safe working environment at the Premises. Important note: the worker(s) are entitled to refuse to carry out the Service if they determine that the Premises are posing health or safety risks. No refunds will be issued in such circumstances. › We require our Clients to provide unobstructed access to those areas of the Premises for which the Service is intended. › We expect our Clients to assist our worker(s) to the best of their abilities if and when they have been requested to bring certain areas to conformance, as per requirements presented here. › We expect our Clients to provide our worker(s) access to all services and utilities needed in order to carry our their duties: water (cold and hot), electricity, garbage disposal unit and/or trash bin(s), etc. › In preparation for the Cleaning Appointment, we expect our Clients to ensure:   For Residential Services: - areas due for cleaning are unencumbered; all floors, counters, and tables are free of clutter; toys (where applicable) have been stowed away. - sinks have been cleared of dishes - clothing items for washing are placed in the laundry   For Commercial Services: - areas due for cleaning are unencumbered; all floors, counters, office desks, and tables are free of clutter; all personal items and important company documents and have been stowed away. - sinks have been cleared of dishes Regarding What Is Expected from Client in Preparation for the Cleaning Appointment:  Regarding Access to Premises:  › We are providing the Client a few options for granting our worker(s) access to do their job; however, the Client must notify us in advance, prior to the job commencing (a minimum 48 hrs. notice is required) of the preferred way of allowing access to our worker(s) to the premises.  - Client can drop a key at our Office for the cleaner(s).  - Client can send a key to our Office via courier of choice (must use expedited courier services with confirmation of receipt; should never use regular mail, as the arrival of said key may not be in time, or key may get lost)  - Client can leave a key in a safe place at their residence/office.  - Client can make arrangements to meet the cleaner(s) before they start. › We use certified environmentally friendly (eco-friendly, ecological, nature friendly, green) products wherever possible. Due to the possibility of heavy build-ups in specific areas, regular products may offer better results. We require your consent to use such products. Should your Clients wish to use their own (existing) cleaning products, we can accommodate such request. › Important Note: We only suggest our Clients using our Cleaning Products. It is our Client’s responsibility to ascertain the Products, review them (including obtaining advise from a Physician, etc.), and ensure they are suitable from any perspective. › Although we employ common sense and use a experience-based approach, it is also our Client's responsibility to check if certain household/office items can suffer physical damages (e.g. discolouration, peeling, rusting, etc. of various existing surfaces) from exposure to Cleaning Chemicals. › Fine Maid shall also not be held responsible for any human or animal health issues arose as a result of using Cleaning Products. Medical advice (and especially for people or pets with know allergies, affectations, and/or health conditions) should be obtained before ordering Cleaning Services, or at any stage required. Upon request, we can provide the MSDS sheets of our Cleaning Products for review and use by Client. Regarding the Cleaning Products we Use: