Privacy Policy Notice

The Top Rated Cleaners Privacy Policy and Notice

The Top Rated Cleaners Privacy Policy and Notice concerns about the protection of personal information are increasing worldwide, it is important that our business implement and provide their site visitors with a comprehensive privacy policy.

Our Privacy Policy and Notice discloses some or all of the ways our website collects, uses, discloses, and manages the data of its visitors and customers. It fulfills a legal requirement to protect a visitor or client's privacy. Countries have their own laws with different requirements per jurisdiction regarding the use of privacy policies. We make sure we are following the legislation relevant to our activities and location.

Revisions to the Privacy Policy:

We may update this policy from time to time and will mark new versions with a corresponding effective date. We recommend you visit the Site to review any changes in our practices. Your continued use of the System constitutes your agreement to our then-current Privacy Policy.

What type of information do we collect?:

We receive, collect and store any information you enter on our website or provide us in any other way. In addition, we collect the Internet protocol address used to connect your computer to the Internet; login; e-mail address; password; computer and connection information and purchase history. We may use software tools to measure and collect session information, including page response times, length of visits to certain pages, page interaction information, and methods used to browse away from the page. We also collect personally identifiable information (including name, email, password, communications); payment details (including credit card information), comments, feedback, product reviews, recommendations, and personal profile.

How do we collect information?:

When you conduct a transaction on our website, as part of the process, we collect personal information you give us such as your name, address and email address. Your personal information will be used for the specific reasons stated above only.

Why do we collect such personal information?:

We collect such non-personal and personal information for the following purposes:

1. To provide and operate the services;
2. To provide our users with on-going customer assistance and technical support;
3.To be able to contact our visitors and users with general or personalized service-related notices and promotional messages;
4. To create aggregated statistical data and other aggregated and/or inferred non-personal information, which we or our business partners may use to provide and improve our respective services;
5. To comply with any applicable laws and regulations

How do we store, use, share and disclose our site visitor's personal information?:

Our company is hosted on the Wix.com platform. Wix.com provides us with the online platform that allows us to sell our products and services to you. Your data may be stored through Wix.com’s data storage, databases and the general Wix.com applications. They store your data on secure servers behind a firewall.

All direct payment gateways offered by Wix.com and used by our company adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

How do we communicate with our site visitors?:

We may contact you to notify you regarding your account, to troubleshoot problems with your account, to resolve a dispute, to collect fees or monies owed, to poll your opinions through surveys or questionnaires, to send updates about our company, or as otherwise necessary to contact you to enforce our User Agreement, applicable national laws, and any agreement we may have with you. For these purposes we may contact you via email, telephone, text messages, and postal mail.

How do we use Cookies and other tracking tools?:

Cookies are small pieces of data stored on a site visitor's browser. They are typically used to keep track of the settings users have selected and actions they have taken on a site.

Wix uses cookies for important reasons, such as:

1. To provide a great experience for your visitors and customers.

2. To identify your registered members (users who registered to your site).

3. To monitor and analyze the performance, operation and effectiveness of Wix's platform.

4. To ensure our platform is secure and safe to use.

How can you withdraw your consent?

If you don’t want us to process your data anymore, please contact us at (phone number) or send us an email to support@thetopratedcleaners.com

Privacy Policy and Notice Updates

We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.

Questions and Your Contact Information

If you would like to access, correct, amend or delete any personal information we have about you, you are invited to contact us at (phone number) or send us an email to support@thetopratedcleaners.com

Here are the things that you need to know, when hiring The Top Rated Cleaners as your service provider. This is to ensure that all our valued clients have the knowledge of this information to set up everyone for success and great customer experience.

1. Cancellation Fee:

There will be a 25% cancellation fee if there is a cancellation of service within 48 hours. You will also get charged for the 25% cancellation fee if we will not be able to access your home. This is to avoid a blank trip for our cleaning technicians. Please make sure you are available to let our cleaning technicians in, you are available to receive phone calls/text messages, or if you are not available please make sure to provide entry instructions so we can proceed with the cleaning session.

2. Refund Policy:

Please take note that we do not refund, unless a re-clean has been performed. It is the client’s responsibility to notify the company if there are any problems or missed items within this time period (24 hours); a phone call, email, or satisfaction survey response will be sufficient. In this way we can arrange a set date and time for our cleaning team to come back and rectify the situation. We will only perform a re-clean to all missed items. A partial refund or discount will only be given if you are still not satisfied with the result of the re-clean. Upper management will determine if the partial refund or discount is justifiable. Please take note that we will not perform a re-clean or do the refund if there is evidence of family members, guests, contractors, or pets dirtying newly cleaned areas such as: washed floors, mirrors, etc.

Note: If the client’s issue or concern is already more than 24 hours, it is the company’s discretion if we will come back for a re-clean so please make sure to reach out accordingly.

3. Recurring Services - Skipped/Missed Cleaning Sessions:

Charges/Prices/Discounts are based on the type of visit you schedule. Recurring rates (DISCOUNTS) are for recurring cleaning sessions.

4. Cleaning Session/Appointment:

The Top Rated Cleaners will provide all the cleaning supplies and equipment in order for us to perform the service ordered by our client. The client’s home/property will be required to have water supply, electricity and working A/C throughout the property. If these are not available, The Top Rated Cleaners have the right not to proceed with cleaning sessions and a 25% cancellation charge will apply. Please make sure these are discussed/checked in booking the appointment.

5. Cleaning Supplies/Equipment:

We bring all our cleaning supplies/equipment. If the client wants us to use a special product and they will provide it, we will coordinate with the client accordingly. We will not be responsible for any damages caused by the products provided by the client.

6. Booking/Appointment Confirmation:

If the client books online, it is not guaranteed that the booking is already confirmed. We will reach out to the client through phone or email for booking confirmation first then the client will receive a confirmation email.

7. Cosmetic Damages: Wear and Tear: Maintenance:

The longer we occupy our spaces, wear and tear will surely take place. Please understand that this too applies to your residences/properties. Areas that are worn may take more than one cleaning to see improvement in appearance or may not come clean at all. It may need repair.

8. Breakage/Damages:

Accidents still occur occasionally. If this happens, you will be notified by our technician, or left a note, and given a phone call. The client is also free to notify the company through phone and email. Reimbursement will be made with a copy of your replacement receipt or a quote on replacement for a similar item. Items which cannot be replaced due to sentimental or antique value should be reported to The Top Rated Cleaners BEFORE service begins so we can put this information to the job order. We reserve the right not to touch an item. Reimbursement for items may be handled by our insurance company.  All breakage/damage must be reported within 24 hours.  We will contact you after notification.  If we do not hear from you within the next 30 days we will assume you do not want to have us resolve the issue and the situation will void.

9. Price & Time Adjustments:

If the pricing calculator underestimates the price of your cleaning and the condition of your home is worse than predicted, we do have permission to either adjust the price or refuse the service. You will be notified by our cleaning technicians or by our management if they do not have time to complete the cleaning in the time allotted via our confirmation phone call. You will have the option to either have them prioritize the areas you would like or to extend the cleaning and adjust the price rate.

10. (Solicitation of Employees) Direct Hiring and Offering Direct Employment to Our Cleaning Technicians:

Hiring our current, ex-worker(s) and/or accepting side propositions makes you liable for an employment referral fee of $2,500.00 if you directly employ (legally or cash basis) anyone currently or formerly employed by The Top Rated Cleaners within the 2 year period prior to such employment. By using our service, you agree to notify us of any attempts to solicit or accept illegal business, otherwise; Attorney, Legal and miscellaneous expenses incurred to investigate and/or collect this fee will be added if this employment is discovered. Exchanging contact info is considered part of this breach.

11. Theft (Stealing):

Please DO NOT leave out any money or valuables which could be lost or taken. When we find valuables left out we will clean around them. Our cleaning technicians are all background checked for security and assurance of our clients.

12. Employee Safety:

The Top Rated Cleaners has the right to remove its cleaners from your home should the environment become unsafe and dangerous. The cancellation policy will apply. We take care and safety is a priority while in your home/properties.

13. Ladders (High ceilings, walls, areas)

Please be informed that all The Top Rated Cleaners employees are not allowed to climb and clean high areas in your properties due to insurance policy.

14. Pets:

We will gladly work around pets. The client is obliged to make the house or environment safe for our cleaning technicians to any accidents that the pets will make. If removal of our cleaning technician is due to aggressive pets, our cancellation policy will apply.

Note: We do not clean feces, urine and any other animal bodily fluids due to insurance policy.

15. Right to Refuse and do not push through with the Service:

The Top Rated Cleaners and its cleaning technicians have the option to leave upon arrival and not proceed with the cleaning session if the home is in extreme condition, not ready for cleaning service or feel unsafe/in danger. If you book a cleaning online that is not reasonable and not part of our cleaning checklists, such as a cleaning up after a large party or the house is full of clutter (if the client is a hoarder). If you book a cleaning service make sure there is no construction going on or movers trying to move items, there should not be any other worker working in the house to perform the cleaning session, otherwise, the cleaning session will not take place. The Top Rated Cleaners and its cleaners may refuse service on the spot and you will be charged the standard cancellation fee, which is 25%

Note: We do not clean Molds, feces, urine and any other animal bodily fluids due to insurance policy.


16. Dishes:

Our cleaning technicians do not wash dishes. This is not part of our cleaning checklist (Call customer service and ask because an extra charge will be applied)

17. Large and Heavy items:

For safety and insurance purposes, The Top Rated Cleaners will not allow its Cleaning technicians to lift or move heavy items or furniture.

18. Clutter/Items needs to pick up or put away:

We require all non-decorative items to be picked up off of the floor. Our policy is that the cleaners are not allowed to organize piles of clutter unless the service (ORGANIZATION) is added to the service. Our cleaners will just clean around the area. Desks that have large amounts of paperwork are unable to be cleaned. Please pick up clothes, toys and paperwork before each cleaning or we will have to skip those areas.

19. Parking Fee:

We charge a $6 parking fee for homes downtown where a free parking spot cannot be provided. Our cleaning technicians are obliged to look for free street parking first and to exhaust all the options.

20. Payments:

The Top Rated Cleaners ONLY payment method is through credit or debit card, unless otherwise approved by UPPER MANAGEMENT (not cleaners). Please do not give payments directly to cleaners for they will not be accepted. Any cash given to a cleaner will not be accepted as payment; though when you book an appointment the system will always ask for a credit or a debit card. Please do not give any form of payment to cleaners.

21. Customer Satisfaction Policy:

The Top Rated Cleaners cannot guarantee the results of mini-blinds, grout cleaning, chandelier, molds or vaulted ceiling fan cleaning. We has restrictions on the things that we do not clean. So please refer to our cleaning checklists accordingly.

22. Infestation: Insects/Rodents:

Insect infestation can be a problem and will prevent us from cleaning your homes/properties. If an infestation of ants, termites, roaches, fleas, bed bugs, etc. is encountered, We will not clean until the problem has been corrected. We will contact you regarding the problem.


IMPORTANT INFORMATION:

Note - Arrival Window: There is a 30 minute arrival window for all cleanings booked at 08:30 AM.  All later booking slots allow a 2 hour arrival window. The 2 hour arrival window is normally used for emergency cases.

Note - Cleaning Time: The first cleaning is quoted based on a normal home condition.  If your home requires special attention and needs more time and effort, we will need to extend our time and additional prices will be applied.

Note - Late Cancellations: For all one time and recurring cleanings, there will be a 25% cancellation if the booking is cancelled within 48 hours.`

Note: You must report any problems within 24 hours through phone or email.