There will be a fee equal to our rate for 2 hours, for cancellations, reschedules or lock outs, if we receive less than 48 hours notice.
Helping Hands Services Ltd makes every effort to consistently schedule your preferred set day, for regular cleaning. If for any reason we need to reschedule due to staff illness or other unforeseen circumstances, we will give you as much notice as possible and reschedule. We will confirm with you the day before the clean as a reminder.
If power or water is not available on the property, we will be unable to complete a satisfactory job, therefore we will have no option but to cancel. There will be a cancellation fee equal to our rate for 1 hour.
We will discuss arrangements of how to access your property before your first service. Clients generally provide a copy of the house key for the company which alleviates the need for the client to remember to leave out/hide a key or having to wait around to let our team in. Clients’ keys are labelled with a secure company code so that private information would never fall into the wrong hands. You can be assured that all our staff have had thorough background checks. Keys will be returned if there is a cancellation of scheduled services. We are big advocates on personalised lock boxes on properties.
If you are unsure, please contact us for a free quote. Not all our services run on weekends but for those services that do, we don’t charge an extra fee for weekends. However, on public holidays we pay our staff extra, and this is reflected in our pricing, by 1.5 times the regular price.
We do NOT give refunds for gift certificates, services, or products purchased from us. If you have a complaint about our service, we will most certainly handle that according to the complaint details, offering either discounted service in future, or if need be, we will come out and do the job again as soon as possible. All complaints must be received within 24 hours of the job for us to handle it correctly. Thank you for your understanding in this.
We offer our services within 15km’s of Tauranga CBD. If you are outside this radius, there will be a call out fee depending on the distance. Please contact us in this regard, before making the booking.
All our staff drive their own vehicles, we do not drop or pickup staff members, therefore parking must be available. If parking meters are available, the parking cost will be passed on to the client.
Please don’t clean before we arrive, but do please, pick up as much as possible. If items are left lying around, we may not know where they are stored. This will help us to be more efficient and will allow us to focus more on detail and quality in our service for you.
We love meeting and getting to know our awesome clients; however, we prefer that the house is unoccupied at the time of cleaning. This way we can be as efficient as possible and give you the best service possible. We understand this may not always be possible, but we ask that is something to be discussed before setting up service. For example, you might have a home office and take conference calls, or need quiet time, or maybe there is a little one having a nap; so we would need to arrange our cleaning visits around that, since we won’t be able to run the vacuum or make noise.
We absolutely love them! But please secure any pet that may be a threat to our staff. Also please let us know if your pet is an escape artist so we can be more aware when entering and exiting your home.
All fragile and highly breakable items must be secured or removed. Items excluded from liability are: cash, jewellery, items of sentimental value, art, and antiques.
We cannot speak highly enough of our staff and the care they take in your home; however, sometimes an accident may happen, such as a broken dish or glass. Of course, we do our best to prevent this and believe effective communication is very important. Sometimes breakage occurs when there are “booby traps”. Those are accidents waiting to happen. We are often handling things that aren’t normally touched (pictures not hung securely (e.g. with thumb tacks), top-heavy items with unstable bases, wobbly objects). Each incident is reviewed on a case by case basis. We cannot take responsibility for these kinds of “booby traps”, so please remove unstable items, to a place we do not clean (we do not clean inside curios, china cabinets or wet bar shelves). 1. We will pay up to $100 per broken item when the value is verifiable. If the damage is valued at more than $100, a Liability Insurance Claim will need to be opened through our insurance carrier. 2. In some cases, we might have the broken item repaired by a professional restoration company. Breakage values over $25 must be verified before replacement or reimbursement will be authorised. Breakage must be reported within 5 days of discovery. We take full responsibility for our employees and their actions. Our policies are designed to help minimise risks. We will review all incidents to ensure the fairest resolution possible. You are our valued customer and we will always want you to be happy with us and our service. We would never leave an issue unresolved.
Our staff are required to wear closed toe, non-skid, indoor shoes while cleaning. We are not able to provide service for “shoes off” households. We do however enforce clean indoor shoes to change into. **We do not clean up after pets. Urine and faeces will not be cleaned up and the area around any pet waste will be skipped. Other bio-hazardous areas are also not covered (human waste, blood, and feminine hygiene products/discards, etc.).
To ensure the best quality of service and the best rates, Helping Hands Services Ltd, use only the best Eco Friendly supplies and equipment.