Application and Acceptance of Terms
These Terms of Service (“Terms”) apply to all cleaning services provided by Alkira Services LTD. (“Alkira Building Services”) to all customers (“you”). By placing an order with Alkira Services LTD. DBA PenCity Cleaners or using our services, you unconditionally accept these Terms along with the service price, scope, schedule, and other details as outlined in the confirmation email from Alkira Services LTD. DBA PenCity Cleaners (“Confirmation”). Together, these Terms and the Confirmation constitute the full agreement between Alkira Services LTD. DBA PenCity Cleaners and you, superseding all prior agreements or communications. Unless otherwise agreed in writing by Alkira Services LTD., these Terms take precedence over any other terms provided by you. Any modifications to these Terms are valid only if included in the Confirmation or approved in writing by Alkira Services LTD.
Safety of Employees
All Alkira Services LTD. DBA PenCity Cleaners employees are covered by workers’ compensation insurance in compliance with applicable laws. To ensure their safety:
They will not lift items heavier than 35 lbs. Please move such items in advance if you need areas behind them cleaned.
They will not climb higher than a 2-step stool, ladders, or unstable surfaces.
Hazardous materials (e.g., bodily fluids, needles, litter boxes) will be left untouched. If excessive contamination is present, our team may vacate the area for safety. In cases where a team feels their safety is threatened (e.g., intoxicated persons, uncontained animals), they will leave the premises (“Premises”) and you will remain responsible for the full service fee.
Insects
Insect infestations may prevent cleaning. If any pests (e.g., ants, roaches) are encountered, the team will leave the Premises and contact you.
Equipment and Supplies
Alkira Services LTD. DBA PenCity Cleaners provides all necessary cleaning equipment and supplies. Our team will not use any customer-supplied products.
Fees
Fees quoted in the Confirmation are estimates and may vary depending on the actual condition of the Premises. Alkira Services LTD. DBA PenCity Cleaners reserves the right to adjust fees with notice. Fees are exclusive of taxes.
Payments
We accept MasterCard, VISA, AMEX, check, and cash. Payment in full is due upon completion of service. A finance charge of 2% per month (24% annually) applies to overdue balances, and a $25 fee is charged for NSF or declined checks.
Cancellations
Canceling within 48 but more than 24 hours before your appointment incurs a 50% fee.
Canceling within 24 hours incurs a 100% fee.
If our team cannot access the Premises upon arrival, you will be charged the full service fee.
Lock Out
If we cannot gain entry within the One-Hour Arrival Window, we will attempt to contact you and wait up to 15 minutes. If entry cannot be gained within this time, you will be charged the full service fee.
Access
To provide access, you may give Alkira Services LTD. DBA PenCity Cleaners a key or door code. All keys are securely stored and coded. For safety, keys will not be returned by mail but can be picked up with ID at our office or returned at your appointment.
Security Alarm
If the Premises has a security system, please disarm it or provide us with the code. If left armed, we are not responsible for any false alarms.
Scheduling
Appointments are scheduled based on your preferred time window as selected on our website. While we strive to provide consistent cleaning staff, substitutions may occur due to staffing needs. If additional cleaning time is required, we will contact you for authorization and inform you of any additional costs.
One-Hour Arrival Window
We offer a one-hour arrival window to account for unforeseen delays. Having a key or door code is the most reliable way to ensure access.
Pets
We are not responsible for pets that escape during cleaning. Please inform us if your pet will be free-roaming.
Clutter
Heavy clutter may affect our cleaning efficiency and could impact the initial estimate or require additional time.
24-Hour Guarantee
If you are not 100% satisfied with the cleaning, contact us within 24 hours, and we will re-clean the specified areas at no additional charge. This guarantee is our sole warranty.
Gift Certificates
Gift certificates are non-refundable and cannot be exchanged for cash or credit.
Damage/Loss to Property
Alkira Services LTD. DBA PenCity Cleaners is bonded and insured. Notify us of any property damage or loss within 48 hours of service. Alkira Services LTD. DBA PenCity Cleaners is not liable for:
Unsecured items (e.g., improperly mounted wall items)
Pre-existing damage
Faulty installations or failure of unsealed surfaces
Limitations and Exclusions of Liability
Alkira Services LTD. DBA PenCity Cleaners has no liability for any failure to perform due to uncontrollable circumstances. Key replacement or locksmith services are limited to $100 per Premises, and liability for property loss or damage is limited to 10 times the service charge for that day.
Wear and Tear
Wear and tear on surfaces may prevent full cleaning results. Some areas may require additional cleaning services or may not improve by cleaning alone.
Employee Referral Fee
Hiring Alkira Services LTD. DBA PenCity Cleaners staff for personal cleaning outside of our agreement incurs a $3000 referral fee.
Carpet Cleaning
We cannot guarantee stain removal. Vacuuming prior to service is required to avoid additional fees.
Privacy
By using our services, you consent to the collection, use, and retention of personal information in accordance with our Privacy Policy.
Miscellaneous
Our legal relationship and these Terms are governed by British Columbia law. If any provision is unenforceable, the remaining Terms remain in effect. Failure to assert rights under these Terms does not constitute a waiver.
Photography During Service
Our team may occasionally take photos of specific areas for internal documentation or quality control. Such images are handled confidentially and only shared with consent.
Minimum Service Time
Our minimum service duration is two hours per one cleaner, or four hours per two-person team. For shorter appointments, we recommend extending service duration for a complete clean.
Yearly Price Increase:
January 1st of every year, our prices will increase according to Canadian inflation rates. Generally 2.5% per year.