Terms & Conditions

Introduction

These terms of use (together with any documents referred to in them) tell you the terms on which you may make use of our website www.bobcatcleans.ca (the Site) and/or our mobile application (the App), whether as a guest or a registered user, and the connection service that we provide through them (collectively, bobcat cleans service), including any bookings made for any services provided.

Please read these terms of use carefully before you start to make any use of bobcat cleans service, as they will apply to your use of it (although please note that they will not apply to any third-party services you request through (bobcat cleans service). We recommend that you print a copy of these terms of use or save them to your computer or device for future reference.

By using bobcat cleans service, you confirm that you have read and accepted these terms of use and that you agree to comply with and be bound by them. If you do not agree to them, you must not use bobcat cleans service

Please note that these terms of use do not apply to any cleaning or other services that you request from Service Providers (as defined below).

Other applicable terms

These terms of use refer to our privacy and cookie policy, which sets out the terms on which we process any personal data we collect from you or that you provide to us, as well as information about the cookies and/or other similar technologies (for example, analytics) we use. By using bobcat cleans service, you consent to such processing and you warrant that all data provided by you is accurate. For full details of our privacy policy please find them in the footer of this page.

Information about us and how to contact us

bobcat cleans service is a technology platform, accessed through the Site or the App, that connects users (such as you) with third party providers of cleaning services and certain other services as listed on the Site (Service Providers). It enables you to engage a Service Provider in your area for the provision of those services.

If you wish to contact us in writing, have a complaint or are required to give us notice in writing, you can send this to us by email at hello@bobcatcleans.ca

Disclaimer

We do take reasonable measures to ensure the suitability and quality of the Service Providers, including, without limitation, conducting interviews, obtaining proof of identity and address and obtaining references. However, you acknowledge that, in carrying out any checks, we may be reliant on information supplied by third parties and we cannot guarantee that such information is accurate. We also cannot guarantee that any particular Service Provider is suitable for your purposes and you use Service Providers at your own risk, although we may remove a Service Provider from bobcat cleans service on the basis of any feedback you or other users provide in relation to that Service Provider if we deem it appropriate, but are under no obligation to do so.

Use of your account

You are responsible for the interrogatory and security of your username and password, we grant you usage of the site and associated app in order for you to manage your services with your service provider.

We reserve the right to remove your use of these services at any time for any reason. You are responsible for all acts carried out under your username and password whether done mistakenly or fraudulently by yourself.

Pricing and payment

When you first request the services of a Service Provider, you will be asked to provide us with valid credit or debit card payment details to pay for the services you request through bobcat cleans service We will store your card details for such purpose and you agree that we may undertake authorisation checks on that card (including when you use bobcat cleans service to request the services of a Service Provider).

The amount you will pay will comprise: (i) a fee due to the Service Provider, for a regular service this will be based on the duration of the visit(s) (i.e. the number of hours worked); and (ii) a service fee due to us as stated on an invoice (which you can request through  (hello@bobcatcleans.ca) (or part thereof) worked by the Service Provider and (iii) Any additional extra services which you have selected during the booking process. We will issue you with a single receipt for the total amount paid by you in respect of each booking.

A hold may be placed on your card 48 hours before the clean, please ensure there are sufficient funds in the account. This is not a charge – it is just a test to check there are sufficient funds to complete the clean. If there are not sufficient funds on the card, we will contact you. You will need to provide a different card in order for the service provider to go ahead with the clean. If you are unable or refuse, this will count as a cancellation within 48 hours of the clean.

Payment will be taken on the day of the service (or later) after the service has finished. Regular services will be amended to reflect the amount of time spent at the property by the cleaners (2 hours being the minimum payment for any service).

All cancellations require at least 48-hour notice.

You can cancel, amend or reschedule your booking at any time up to within 48 hours of the start time of the clean.

If you wish to cancel or reschedule the booking within 48 hours of the start time you may be charged the entire value of the booking.

If you make a booking that is due to start within 48 hours, this policy still stands and you may be charged for any cancellations or rescheduling.

Service Providers

You agree to treat Service Providers courteously and lawfully and to provide a safe and appropriate working environment for them in compliance with all applicable laws and regulations. You also agree to provide them with all reasonable information and co-operation required to enable them to provide the services you have requested.

By registering to use bobcat cleans service you agree that all bookings between you and Service Providers will be made through bobcat cleans service and that you will not engage or employ any Service Provider you have previously booked through bobcat cleans service or whose contact details you have received from us, to provide any Services other than through bobcat cleans service.

If a Service Provider offers to provide Services to you other than through bobcat cleans service, you must refuse such offer and notify us immediately. If you accept any such offer or if you make a similar offer to a Service Provider, we will immediately withdraw your right to use bobcat cleans service (without any obligation to refund any fees already paid by you) and you will be required to compensate us in respect of any losses we suffer as a result up to a maximum of $2000

You also agree not to engage or employ any Service Provider you have previously booked through bobcat cleans service, or whose contact details you have received from us, to provide any Services for a period of six months after the date of termination of the legal agreement between us.

Resolving Issue

If you would like to make a complaint or provide any feedback about one of our service providers or their Services, please contact at: hello@ bobcatcleans.ca as soon as possible. We’ll then contact the Professional and try to resolve any issues on your behalf.

THIS SECTION ONLY APPLIES TO END OF TENANCY AND ONE-OFF BOOKINGS AND DOES NOT APPLY TO REGULAR CLEANING SERVICES, IT DOES NOT TRANSFER, OMIT OR CANCEL ANY OTHER TERMS OR SECTIONS: All of our service providers have agreed to offer a free re clean guarantee with all end of tenancy and deep cleans, excluding those made for a fixed amount of time at the users request. If your service provider has fallen short of the standards expected of them for this type of service, they will re attend the property for free to fix any issues. In order to make use of this you will need to:

  • Notify us within 48 hours of the clean finishing. This can be done at hello@bobcatcleans.ca
  • Explain in writing what the issue is.
  • You will need to include any relevant pictures to illustrate your issue or complaint.

If we deem there have been any valid issues raised, we will ask the service provider to re clean the property as required free of charge. We will make attempts for them to re-attend within 7 days of the original booking date. We will offer up to three possible re-clean times. If none of these are accepted by you then the service providers offer to re clean will end.

Due to the extremely varying conditions of carpets, none of our services providers will guarantee the service of, or offer a free re-clean on any carpet cleaning that has been carried out.

Insurance

Your service provider has agreed by contract with us to take their own public liability insurance, excesses apply to this insurance policy, any claims under $300 will be unable to be processed by ourselves or your service provider. For a claim above $300 we will facilitate you contacting your service provider in order for you to begin making a claim with their insurance provider.

Since the cleaners work on an independent basis (self-employed individuals), we have no authority over them and, unfortunately, we are unable to intervene in case of non-compliance. It is up to the customer whether he/she would like to take further steps in order to assert the right to compensation from the cleaner. It is important to note that the decision on whether to settle the claim lies with the insurer, and their decision is final. The overall procedure may take some time but rest assured we will try and keep you up to date throughout the whole process.

In the unlikely event something is damaged during your clean and you wish to make a claim, you must email hello@bobcatcleans.ca with the information within 48 hours of the damage occurring. It is essential that you attach necessary images of the damage. Claims cannot be made over the phone as we will require photos of any damage to allow us to make an accurate initial assessment of the claim. Any emails received after 48 hours will not be accepted.

Suspension and termination

We may at our absolute discretion and for any reason whatsoever cancel, terminate or pause your rights, access, accounts or permissions to make use of the bobcat cleans service platform and any of the associated service providers. If this is the case your account will be withdrawn and you will no longer be able to make new bookings with us, if you create any new accounts with us after your rights to use bobcat cleans service have been withdrawn then we reserve the right to cancel any cleans and charge for any cancellation fees.

If we withdraw your right to use bobcat cleans service

  • all rights granted to you under these terms of use shall cease;
  • you must immediately cease all activities authorised by these terms of use, including your use of bobcat cleans service
  • you must, if applicable, immediately delete the App from all Mobile Devices; and
  • you must not attempt to re-register to use bobcat cleans service

Events outside our control

We will not be liable or responsible for any failure to perform, or any delay in the performance of, any of our obligations under these terms of use that is caused by any event or circumstance beyond our reasonable control, including any failure of public or private telecommunications networks or any delays or latency due to your physical location or your wireless data service provider’s network.