Service Level Agreement (SLA) for Clean Warks
Effective Date: 23/04/2024
This Service Level Agreement (SLA) outlines the terms and conditions for the delivery of cleaning services by Clean Warks to its clients. The SLA ensures that Clean Warks provides high-quality, consistent, and reliable cleaning services. Please read this agreement carefully.
1. Scope of Services
Clean Warks provides a variety of cleaning services tailored to meet the specific needs of residential and commercial clients. The services include but are not limited to:
a. Regular House Cleaning:
- Dust wall lamps, wall light fixtures, and ceiling fans
- Removal of cobwebs
- Top Surface brushing/dusting of doors and furnitures
- Light dusting of windows & blinds/curtains
- Light dusting only on top suface of sofa, mattresses and cushions
- Surface dusting of cupboards and wardrobes outside
- Vacuum and mop all floors
- Basic dusting of kitchen surfaces & appliances from outside.
- Dust bin removal.
- Basic washing of bathroom areas, toilet bowl, wash basin, mirror.
- Sweeping of car porch
b. Deep Cleaning:
- Clean oven and microwave
- Wipe down kitchen appliances
- Vacuum floors and furniture
- Sweep all floors
- Mop kitchen and bathroom floors
- Change bedding
- Sanitize sponges
- Disinfect doorknobs and light switches
c. Intense Deep Cleaning:
- Clean and disinfect inside of the oven, stove grates, and hood fan
- Clean inside of the refrigerator and dishwasher
- Clean walls behind large appliances
- Clean ceiling fans
- Polish metal hardware
- Change bedsheets
- Wash windows
- Deep clean carpets
- Wash shower curtain
- Clean grout and soap scum from shower tiles
- Wash or shampoo rugs
- Clean gutters
2. Quality Assurance
a. Cleaning Checklists: Clean Warks uses detailed cleaning checklists to ensure consistency and efficiency. Checklists are provided for different types of jobs, including regular house cleaning, weekly cleaning, deep cleaning, move-out cleaning, Airbnb cleaning, and monthly cleaning.
b. Quality Control: Random inspections and customer feedback are integral to our quality control process. We may conduct on-site inspections during or after cleaning services to ensure standards are met.
3. Service Availability and Response Time
a. Service Hours: Cleaning services are available Monday through Saturday, from 9:00 AM to 7:00 PM. Sunday services are available upon special request.
b. Response Time: Clean Warks will respond to service inquiries and booking requests within 24 hours during business days. Emergency services may be available based on the availability of staff.
4. Customer Responsibilities
a. Access to Premises: The customer must ensure that Clean Warks staff have full access to the premises at the agreed service time. Any delays caused by restricted access may result in additional charges.
b. Safety and Hazards: The customer must inform Clean Warks of any hazards, risks, or dangerous conditions at the premises. The customer must also ensure that children and pets are supervised or secured during the service.
c. Utilities: The customer must provide access to necessary utilities, including hot or cold water, electricity, and rubbish bins.
d. Valuables and Fragile Items: The customer is responsible for securing or removing any fragile, delicate, breakable, or valuable items, including cash, jewelry, works of art, antiques, or items of sentimental value, prior to the commencement of the service. Clean Warks will not responsible for loss or damage to items left behind.
5. Payment Terms
a. Advance Payment: The customer agrees to pay an advance amount of INR 1000 at the time of booking. This amount is non-refundable if the service is canceled with less than 24 hours’ notice.
b. Balance Payment: The remaining balance is to be paid in full upon completion of the service, before the Cleaners leaves the premises.
c. Payment Methods: Accepted payment methods include cash, check, bank transfer, or credit card. A 2% surcharge applies to credit card payments.
d. Late Payment: If payment is not made at the service time, Clean Warks reserves the right to suspend the service and charge a late payment fee of INR 500.
6. Cancellation and Rescheduling
a. Notice Period: The customer must provide Clean Warks with at least 24 hours’ notice to cancel or reschedule the service.
b. Cancellation Fee: If the customer cancels or reschedules the service with less than 24 hours’ notice, the booking fee of INR 1000 will not be refunded.
c. Lockout Fee: If Clean Warks staff are unable to access the premises at the scheduled service time due to the customer’s failure to provide access, a lockout fee of INR 500 will be charged.
7. Liability and Insurance
a. Damages: Clean Warks is not responsible for any pre-existing damage, wear, or stains that cannot be completely cleaned or removed. Any damage caused by Clean Warks staff must be reported within 48 hours of the service.
b. Insurance: Clean Warks holds commercial general liability insurance. Any damages must be reported within 24 hours of the service to be eligible for claims.
c. Force Majeure: Clean Warks is not liable for any loss or damage incurred by the customer or any third party as a result of events beyond its reasonable control (force majeure).
8. Complaints and Claims
a. Service Complaints: If the customer is dissatisfied with the service provided, they must report their concerns to Clean Warks within 24 hours of service completion. Clean Warks will investigate and, if necessary, re-clean the specific areas without additional charge.
b. Refunds: Refund requests must be submitted in writing with a detailed explanation. Refund decisions are at the discretion of Clean Warks management and based on the circumstances of the individual case.
9. Privacy Policy
a. Information Collection: Clean Warks collects personal information necessary for providing services, including name, address, email, phone number, and payment details. We also collect website usage information such as IP address and browser type.
b. Use of Information: Information is used to provide and improve services, communicate with customers, and for promotional purposes unless opted out.
c. Information Sharing: Personal information may be shared with service providers performing services on our behalf. Information may also be disclosed as required by law.
d. Security: We implement security measures to protect personal information, including encryption and firewall technology.
10. Changes to the SLA
Clean Warks reserves the right to update or modify this SLA at any time. Changes will be effective immediately upon posting on our website. We encourage clients to review the SLA periodically to stay informed of any updates.
11. Governing Law
This Agreement is governed by the laws of Kerala, India. Any disputes will be subject to the exclusive jurisdiction of the courts of Kerala.
Contact Information
For any questions or concerns regarding this SLA, please contact Clean Warks at:
- Email: cleanwarks@gmail.com
- Phone: +91-8304000046
- Address: 43/2380 A1, Kattiparambil Arcade, St Vincent Convent Rd, Palarivattom, Ernakulam, Kerala – 682025
By using our services, you agree to these terms and conditions. Thank you for choosing Clean Warks!