Terms and Conditions

Please read the complete list of policies listed below so you have a true understanding of the services we provide and as always if you have any questions just reach out to us.

IMPORTANT: When you book a cleaning using our fixed price packages you are paying for a fixed maximum number of hours. This number of hours will be noted near the top of your confirmation email. This is the maximum amount of time that we can spend cleaning your home.

Any extra hours of cleaning carried out, beyond the number of hours that you’ve paid for, will be charged at the corresponding hourly rate and added to your final bill.

Changes To Your Quote
Rarely, upon arrival at your home, we may need to increase the price of your cleaning if we see that your home’s circumstances are not typical or if your cleaning will take longer than the amount of hours included in your package. This can happen if your home is larger or will require more cleaning time than originally expected or if the incorrect booking options were selected for your home.

This is very rare and any price increase will be made before we begin and you’ll be contacted and asked to agree with these changes first, before we start cleaning.

Cancellations/Rescheduling
We must have a cancellation/rescheduling fee because as we reserve a time slot specifically for you, we are unable to schedule another job in that place at such short notice. Also our cleaners must still be paid even if you cancel your cleaning. We appreciate your understanding on this.

For Regular Cleanings
If you cancel/reschedule within 48 hours of our scheduled arrival time you will be charged a €50 cancellation fee.

If you cancel/reschedule a cleaning within 2 hours of our scheduled arrival time you will be billed for the full value of your cleaning.

For Once Off Cleanings
If you cancel/reschedule within 48 hours of our scheduled arrival time you will be charged a €50 cancellation fee.

If you cancel/reschedule within 24 hours of our scheduled arrival time you will be charged a €100 cancellation fee.

If you cancel/reschedule a cleaning within 2 hours of our scheduled arrival time you will be billed for the full value of your cleaning. (If you have booked a cleaning on one of our hourly rates you will be billed a flat fee of €150 instead.)

Parking Fees
If no free parking is available we will add the cost of any parking fees to the final price of your cleaning.

100% Satisfaction Guarantee
After your cleaning a supervisor will walk you through every area of your home to make sure that you are happy. If there is any area that you are not happy with, we will fix it on the spot for free. You will then be required to sign a document stating that you are 100% happy with your cleaning. Once you sign this document and our team leaves your home, we cannot come back to re-clean any areas, under any circumstances. So it is imperative that you take your time during your final inspection.

Important Note On Recurring Cleaning Discounts And Discount Codes
By subscribing to a recurring service cleaning you are agreeing to accept any initial discounts (whether from a discount code or from a recurring discount) on the grounds that you will have at least 1 recurring service in the future. If your subscription is cancelled before your second cleaning, you will waive your right to any associated discounts (or discounts from codes) and we will bill your account for the amount that your first cleaning had been discounted for.

Hot Water
Please have hot water available for our cleaners. This is important for efficient service. If you do not have hot water then your cleaning may take longer and thus cost more. Without hot water our cleaners may also not be able to clean to their typical high standards. Home Concierge will not be held responsible for areas that were not cleaned properly if hot water was not made available.

Water/Electricity
We cannot clean without water or electricity. If we arrive and there is no water or electricity available we will consider that a cancellation within the 2 hours mark and you will be charged accordingly.

Services We Don’t Offer
1) Dish washing (We will do a few if they’re there when we clean and you have the proper supplies for us.) We will put dishes into a dishwasher.
2) Laundry or folding laundry.
3) Shopping or errands.
4) Pick up, moving or remove clutter. (Defined as 5 or more items in any given area ie: books, boxes, mail, papers, clothes, rubbish.)
5) Exterior windows and high reaching windows.
6) Heavy lifting over 25lbs (Insurance requirements).
7) Cleaning of bodily fluids, mould and mildew, toys, pet waste (including pet hair) or other bio-hazards.
8) We also cannot step higher than the height of one chair. (Again for insurance reasons.)

Clutter
For us to be able to clean at a consistent pace and to keep your cleaning affordable we ask that if there is more than 5 items in a specific place that needs to be dusted/cleaned then please have the items picked up so we can keep a consistent pace and continue to offer these rates for your services. If there is an area with 5 or more items then we will simply dust/clean around them as best as possible and they will not be moved. Please note: We do not offer organising services at this time.

Extreme Clutter
We have found when we figure the time it would take to for us to clean major cluttered areas that it will not fit in most peoples budget to pay us, and we cannot handle these kind of tasks is an efficient matter, so have chosen not to offer them as a service that we can perform.

Billing
When paying by card, please note that a hold will be placed on your account (for authorisation) in the amount of your total balance, the evening PRIOR to your scheduled cleaning service. If your service is cancelled for any reason, this hold will drop off within 2-5 days. THIS HOLD IS NOT A CHARGE. Charging is completed AFTER your home cleaning and you will receive an invoice via email once this occurs.

Smile 🙂
We know it can be stressful having a stranger in your home, but rest assured that our cleaners are true professionals and have been thoroughly screened for your protection. We ask that you be pleasant with your cleaners. They are great people and want to do a good job for you, but sometimes get stressed by how they are being treated or being told what to do, causing them to be uncomfortable in your home and distracting them from doing the best job for you.

Understanding
We know you are opening your door to us and are wondering what to expect. We guarantee our work, and ask if you have any issues with the services that you understand we are human and can miss small things from time to time. Please let us know and we will gladly return to re-clean the missed area as soon as we can, without too much inconvenience to you.

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