Terms of Service

To ensure your service runs at utmost smoothness, with our team being punctual, efficient, and well prepared, we at Mrs. Fox Cleaning have developed some key terms and conditions to operate by.

Use of our services constitutes your acceptance of these terms and conditions. There is no term to this agreement between you, the client and Mrs. Fox Cleaning in Wohlen CH. You may cancel your cleaning service with 7 days notice in the event of severe dissatisfaction. Mrs. Fox Cleaning also reserves the right to cancel the service provided with 7 days notice. Use of our services constitutes your acceptance of the terms and conditions in the pages below or updated at www.mrsfox.ch.

SERVICE:

This Terms of Service applies to the following cleaning services offered by Mrs. Fox Cleaning in your HOME:

Initial / First Time Clean
Sporadic / Spring Clean
Recurring Clean (daily, every 1/2/3/4 week)
Post Construction Clean
Move In / Move Out Clean
Airbnb / Short Term Vacation Rental Clean
Pre-Event / Pre-Sale Clean
Post-Event Clean
For carpet/rug/upholstery and special/valuable furniture cleaning, we refer you to a separate individual Agreement tailored to your specific needs and preferences
For commercial cleaning, including strata and building maintenance, we refer you to a customized Agreement.

INSURANCE & LIABILITY:

Mrs. Fox Fox Cleaning holds a [CHF AMOUNT] liability insurance for any damages or losses that may occur during our service by our team. Fox also maintains an injury coverage policy for our team members.

BOOKING:

You may make a booking either in person, by telephone, email or by direct messages on social media.
At the time of booking, you must provide details of any hazards, slippery surfaces, risks or dangers in your premises that our team must be aware of to ensure a smooth operation.
We provide you with all quotations at the time of booking.
We reserve the right not to accept a booking for any reason.

QUALITY ASSURANCE:

Our quality control processes consist of making random inspections (Quality Checks) and phone calls. A senior team member may enter your property during your service at any time to ensure standards are being followed. They may call you for entrance access. We believe that Quality Checks and routine follow-ups are the best way to maintain your satisfaction and our high standards. You may also receive satisfaction surveys, and your honest feedback is appreciated to help us constantly improve our services.

SATISFACTION GUARANTEE:

We guarantee all cleaning work within the scope of your Work Order Confirmation (emailed to you after initial booking). Work Orders have your onsite contact information, scope of cleaning, pricing and link to this Terms of Service.
In your Beginning Walk-Through (inspection), you can ask the Team Leader whether you wish to discard some default checklist items to spend more time in other areas (eg. You may desire to skip x room(s) to create more time for double mopping the kitchen and dining room floors.
For one-time bookings, we highly recommend you attend our Walk-Throughs at the beginning and end to communicate your expectations. Although we know how to clean, we do not know every area or priority of your private properties. The Final Walk-Through provides you the opportunity to mark down unsatisfactory tasks from our Checklist, which we will do our best to re-clean immediately.
If there is a problem or if you are unable to attend your Final Walk-Through, please email us at info@mrsfoxcleaning.com before 11:00 am the day following your cleaning, and we will make every effort to address your concern.
We offer free Return Services within 3 days of completion to fix the unsatisfactory work items.
Since cleaning is a very personalized and subjective service, you understand that Mrs. Fox Cleaning does not offer refunds/discounts on any portion of your cleaning fee.
Special note: “Bill-by-Limit” service bookings (see section “JOB QUOTATIONS”). When you pay for a time limit below our quote, you agree to the team leaving the worksite even if there is more work to do. Hence, we are not responsible for unfinished areas.

LATE CANCELLATION FEE:

If it is necessary for you to reschedule, cancel your one-time/sporadic booking or skip your recurring booking, we require a minimum of 48 HOURS NOTICE by email to info@mrsfoxcleaning.com (no voicemails or texts). Otherwise, you agree to pay a late cancellation fee equivalent to 100% of your booking, e.g. if you booked a service worth CHF 200, you pay CHF 200. This fee applies to ALL circumstances — including power outages, COVID-19 symptoms, illness, and family emergencies.

LOCKOUT FEE:

Rare instances happen, where the team arrives on time but waits for the client to open (e.g. when clients need to handle emergencies or simply forget, sleep in or are delayed in a meeting…). You agree to pay a lock out fee for the team’s wait time before you open the door. This is calculated by the number of team members x minutes waited x your man-hour rate.

If you skip a recurring booking on short notice or lock out the team, our team must still be paid. It also delays other clients in our schedule, affects client satisfaction and team morale.

CONDUCT:

Please respect our cleaning workers. Our team members are decent and trained individuals, and they respond exponentially to kindness. Our team members will also be respectful to you, do not smoke, or eat (despite little snacks they bring on their own), while working in your property, nor do they watch TV or use any other devices while working. Their only purpose while in your home is to fulfill the agreed cleaning service. If the service takes a full day, then please prepare an eating space for the team to take their lunch break.

SAFETY, HEALTH & WORK CONDITIONS:

As your property is our worksite, our work standards require you to provide our team members with a reasonably safe and comfortable working space, e.g. heating in the winter, lights, and electricity.
If you have a viral infection (such as flu or COVID-19), please wear a face mask, if you need to speak to our team onsite. We do not wish to spread illness, especially to our elderly clients or clients with small children. Please be considerate to open your windows for fresh air before our arrival.
You must have a hot water source for the team to clean properly.
As we do not work at your property every day, we are less familiar with the work surroundings. Please put away sharp or dangerous objects.
The Team Leader is entitled to undertake a job safety analysis before the commencement of any work to assess the health and safety risk at the property.
Moisture on your furniture, floors and carpets can present a slip hazard on nearby hard surface areas, we ask you to avoid any areas that we are cleaning, and will advise any other guests, residents or contractors of your property as well until the floors and carpets are dry.
You agree to keep children or dependents away from any equipment or hot water being used as a part of the cleaning process.
You ensure that the environment that the team will work in, is a safe environment free from electrical, structural or biohazards.
Cleaning solutions (even if eco-friendly, biodegradable or natural) should not be considered for human consumption.

SUPPLIES:

We provide the team with all cleaning equipment/supplies, including flat-head microfiber mop, color-coded cleaning towels, cleaning solutions and a fresh set of towels.
We cannot use your equipment or cleaning chemicals for liability reasons. If the Client specifically requests that we use their own vacuum cleaner, we will comply with this request. However, the Client assumes full responsibility for the functionality and safety of the device.
You agree to provide a toilet brush beside each toilet. If the client’s brush is unavailable or not fit for use, Mrs. Fox Cleaning will provide a new one, which will be billed to the service day’s invoice.
Furthermore, the Client agrees to provide a three-step-ladder or a stable step stool on-site to ensure safe access to elevated surfaces where necessary.

KEYS & SECURITY ALARMS:

Please make sure your property is accessible to our team. If you are not available for entry, please leave a key to your property either with us or in a secure, agreed-upon location on the cleaning day.

If your property is equipped with a security system, please ensure that it is in the “OFF” mode or inform our office of the codes before the service time/day. Make sure to notify our office, if this code changes.

CLUTTER & GARBAGE:

Your cleaning will be far more satisfactory if the team does not have a great deal of clutter to contend with. Desks with a large amount of paperwork or documents for instance may not be touched or cleaned (unless you specifically tell us to do this at an agreed appointment). We do not throw out anything that is not already in a garbage bin, as we do not assume what is garbage.

PETS & PLANTS:

Plants: we do not water plants or move pots. Avoid putting plants on windowsills or places where pots can fall.
Pets: our team members appreciate when pets are secured and that you pick up after them before service. If your pets are running around free during cleaning, we are not responsible for dirty footprints or fallen pet hair after we mop.
We are not responsible for locking pets in or escaping pets.
For dogs who do not stop barking, please take them out of the property before our service. Our team cannot work properly with distractions, and some might be afraid of dogs barking.
For cats, we only scoop litter boxes (not litter box changing).
We do not clean/pick up urine/feces from the floor.

ARRIVAL TIME & WINDOW:

Cleanings are scheduled in an order that requires the least amount of drive time for each cleaner or team. This means the exact time of your cleaning may differ each time.

Most recurring clients agree to a set “Arrival Window,” which is the time window you allow us to arrive within, e.g. if you agree to an arrival window of “between 2 pm and 2:15 pm,” we could arrive at 2 pm or 2:10 or 2:15 pm.

JOB QUOTATIONS:

The actual price payable by the client is the quoted price provided by Fox Cleaning.
Unless specified otherwise, all prices and quotations have VAT included.
Any price quoted by Fox Cleaning is an estimate-only price based on Fox Cleaning’s experience, without inspection, and based on information provided by the client.
Quotes are valid for a period of 30 days from the date of the quote.
The quote we provide over the telephone or via email or through the Mrs. Fox Cleaning website, is based on information provided by the client to Mrs. Fox Cleaning, and in the absence of specific room, tasks or clearly definable descriptions will be based on standard square footage estimates. If the actual work to be performed is different to what has been quoted for, the price will vary accordingly.
We offer the following pricing options:

i) Bill-By-Minute: You are billed the exact time teams spend onsite, from arrival to departure. If a team of 3 people arrived 1pm and departed 3:15pm, you are billed 6 h 45 min (6.75 man-hours).

ii) Bill-By-Limit: You are billed for the time limit you requested, and our team stops working and will depart from worksite regardless of if there is more work to do. For a 3-man-hour budget, if the team arrived 1pm, they must depart 2pm. You are billed 3 man-hours.

SPECIAL REQUESTS / ADD-ONs:

You may request Add-Ons after your initial booking/Work-Order Confirmation. This is billed in addition to the original quote. Please email us in advance for Special Requests. For example:

Post construction cleaning (extra drywall dusting, paint spot removal)
Polish furniture/gold/silver
Wet clean your carpets
High-pressure wash exteriors
Treat stains on fabric/drapery/carpet/rugs/upholstery (that does not lift after wiping/vacuuming)
Coffee machines
Balcony: awning washing/moss removal/concrete and tile washing
Junk removal/bringing trash to a recycling place

We will do our best to schedule extra time.

BILLING TERMS:

Net Term: Invoice will be sent at the end of each month, with payment due within 7 days.
Payment methods: We accept only bank transfers at this moment.
Refunds: Refunds for cancellation – see section “LATE CANCELLATION FEE.” Refunds for dissatisfactory work – see section “SATISFACTION GUARANTEE.” Refunds are returned to the same payment method you provided, processed within 7 business days.

LATE PAYMENT FEE:

You agree that if we have not received payment in full for the Service within one calendar month of the original invoice date, then a late payment fee of CHF 30 applies for the first month. Interest will be charged on the fixed rate of 5% per annum on each day that any amount remains outstanding thereafter.
If the client’s account is outstanding for more than 3 months, we will call at your property to collect payment in person, in which case an additional CHF 100 minimum call out fee will apply.
Mrs. Fox Cleaning reserves the right to pass the debt on to a collection agency and refer your personal details to credit reporting agencies, if the client’s account remains overdue past this point. This will incur an additional charge.
In addition to the amounts set out above, you agree to indemnify Fox Cleaning for all legal costs (on a lawyer and own client or full indemnity basis, whichever is greater) and other expenses incurred by Fox Cleaning in connection with a demand, action, or other proceeding (including mediation, out of court settlement or any action taken for recovery of debt from the client) arising out of a breach of these terms including the failure by the client to pay an amount by the due date.

CLEANING FEE / RATE CHANGES OR INCREASES:

Rates may increase each year due to inflation, global supply chain shortages and wage increases to keep up with competitive market wage. This is standard not only in the cleaning industry, but across all sectors. Fees may also change when you change the scope of your Work Order or move to a new address/property. You are emailed a notice of the increase before it takes effect.

OUT OF SCOPE ITEMS WE CANNOT CLEAN:

Team members leave certain items untouched, such as personal items, sentimental displays, jewelry boxes, cosmetics, makeup, medicine, electronics, artworks or areas containing any body fluids or excretions. We only clean around these areas.

Seasonal insect infestation can also be a problem and may prevent us from completely cleaning your property. If ants, termites, roaches, fleas, etc., are encountered, we will not clean or vacuum the area. We will leave you a note or call you regarding the problem for advice.

We do not clean inside curio cabinets. If you have firearms on display, you must be licensed and let us know in advance. If you have other items you prefer we do not touch, clean or handle, please tell us at the initial walk-through or email us at info@mrsfoxcleaning.com and we will arrange to avoid those items.

Employees cannot climb higher than a three-step ladder, work on the outside of your home (except balcony or sweeping patio), move furniture that contains electronics, lift any objects over 20 KG, provide any pet or children-related services, or empty diaper pails. Addition “out of scope” examples:

Damage or Odour from smoking / Ozone treatment / Filtration Services
Change Light Bulbs
Clogged toilets
Heavy duty cleaning such as mold remediation, biohazards, hospital and specialized cleaning
Fireplace
Fire/Flood Damage
Soot from smoke and cigarette
Cobwebs or dusting above three-meter ceilings
Curtains or cotton window coverings
Delicate High Hanging Light Fixtures such as chandeliers
HVAC/Inside vents, air ducts and heaters
Shred papers and documents
Aged/Peeling window frames
Reseal grout and surfaces
Hoarder occupied
Homeless area
Criminal area

ACCIDENTS & DAMAGE POLICY:

If you have valuables or delicate items etc., it would be helpful if they would be put away to avoid damages. Regrettably, although not common, something may be broken. The team members are instructed to call our office at once if ANYTHING is broken or damaged and advise you of the incident. You support our team aims to resolve all matters promptly.

Each case is unique, and we have consistently provided satisfactory solutions considering accidents. Please report suspected damages within 24 hours of service completion via email at info@mrsfoxcleaning.com. To the extent permitted by law, the client is not entitled to claim any loss for any incident if the incident is not reported within 24 hours of completion of the Service.

After we receive all relevant reports, your case will be investigated by our Quality Assurance manager. In the event an item is confirmed damaged or broken by Mrs. Fox Cleaning team, we reserve the option to repair or replace the item. If that is not possible, a monetary reimbursement at the current value can be offered. A valuation of “one-of-a-kind” items destroyed must be demonstrated in order that a settlement may be determined. Any major damages may require third-party assessment by an insurance expert.

To the extent permitted by law, damage or loss to the following items is specifically excluded from the liability of Mrs. Fox Cleaning under these terms and conditions:

cash, jewelry, art, antiques, and items of sentimental value, broken furniture, scratched surfaces (like stainless appliance fronts), defects in property construction/design/trimmings, air conditioning wiring, baby items, bird baths, bird houses, chairs, concrete, dog beds, delicate or older carpet/rugs/mats that may have fringes or loose threads, drainage, fences, fence posts, flower boxes, holiday décor, path lighting, , play sets and toys, pottery, outdoor curtains, stone pathways, unprotected trees, trampolines, plastic pools or other swimming pools, windows, exposed cables/wires, sprinkler components/lines normally found below the surface of the lawn.

We are further not responsible for fallen/broken wall hangings attached with anything other than “real” picture hooks. No straight pins, thread, etc. If we are required to move objects to service your property, such as furniture, appliances, toys, clothing, we will not be responsible for damages caused because of moving the object from where we need to provide our service.

OFFICE HOURS & HOLIDAYS:

Our office is open Monday through Friday 9:00am to 5:00pm, closed during official cantonal Holidays and Weekends. After hours, a voicemail can be left, and we will return to you on the next business day.

Our cleaning services will not be offered on Sundays and during official cantonal Holidays.

Should you, the Client, request that cleaning take place on a Sunday or an official cantonal holiday, an additional fee of 100% will apply to that service appointment.

NON-SOLICITATION OF TEAM MEMBERS:

All team members agree to non-competition with Mrs. Fox Cleaning. They are prohibited from soliciting business from any client on his/her own behalf or on behalf of any third party during their employment with Mrs. Fox Cleaning or for 2 years following termination of employment, without written approval from Mrs. Fox Cleaning. You agree to not hire any team members of Mrs. Fox Cleaning for a period of not less than 2 years from the date the team members last worked for Mrs. Fox Cleaning. A great deal of time and resources are put into recruiting, training and grooming our cleaning angels. In the event you feel you must hire a team member of Mrs. Fox Cleaning despite this agreement, then a CHF 2,000 placement fee is due immediately upon engaging the past/present team members, regardless of whether the employment is regular or on a contract basis.

CHANGES TO AGREEMENT:

Mrs. Fox Cleaning reserves the right to update or modify these terms and conditions at any time without prior notice and may do so by publishing an updated agreement on the Mrs. Fox Cleaning website www.mrsfox.ch. Each updated Terms of Service agreement will take effect upon publication on our website.

JURISDICTION:

This Agreement will be governed by the Swiss laws. The Parties agree that the district courts of Zurich will have exclusive jurisdiction regarding any dispute relating to any matters that are subject to this Agreement.

EXECUTION:

This Terms of Service Agreement is considered as accepted by you upon engaging Fox Cleaning online or onsite. Further it will apply as general understanding between you and Mrs. Fox Cleaning regardless of any additional individual service agreement between us.