1. Keys / Alarms

Most White Lilac clients provide us with a garage or door code to their home. If you do not have coded entry, White Lilac requests a key be provided and kept on your property in a lockbox if any persons are not available on the property at time of arrival.

 

2. Arrival Notice

If you would like to give your service team access to your home yourself, we can only give you an approximate time of our arrival. Since things such as additional client requests and/or traffic can affect the best planned schedules. 

 

3. Payments

For your convenience, White Lilac accepts payments by Credit Card, Interac E-Transfer, Cash or Cheque.

Payment for all cleaning services is due at the time of cleaning unless otherwise arranged with the office. We reserve the right to charge interest of 5% on all outstanding invoices older than 30 days. Annual invoices and receipts are provided on request unless otherwise stated.

 

4. Cancellation

Our cancellation policy adheres to general industry practices. Please note that we require a 24 hours notification for all appointment cancellations. Cancellations without sufficient notice will be subject to a $50 fee.
 

5. Communication

In order to allow White Lilac to better address and resolve issues for the entire protection and satisfaction of the client, all communications related to but not limited to quality, safety, damages, extra work, extra hours, timings, new bookings, equipment, cleaning products, any concerns, conflicts, all as applied to White Lilac services or pertinent to it's staff must be addressed solely through and directly to the White Lilac Office Manager only.

Requests or instructions not first communicated directly to the White Lilac Office Manager but given directly to the White Lilac staff for works that go beyond and are above the scope of work already agreed with the White Lilac Office Manager, these said works shall not be covered by the White Lilac insurance policies for and not limited to liabilities, risks, accidents, injuries, and damages. Furthermore, these said extra works or tasks may create disruptions to the daily schedule of the White Lilac staff and may be subject to a cost impact of the already agreed fees. 

All requests for termination of services must be addressed in writing directly to the White Lilac Office Manager. 

​

6. Our 24-Hour Guarantee

White Lilac offers a full satisfaction guarantee - if you are not happy with the work, call us within 24 hours and if justified upon inspection White Lilac shall undertake a re-clean of the area concerned at no additional charge.

 

7. Safety

White Lilac values its employees and take their health and safety very seriously. Unless prior approval is authorized by the White Lilac Office Manager, White Lilac staff shall not use ladders nor conduct any works that may lead to a potential fall.

​

Unless prior approval is authorized by the White Lilac Office Manager, White Lilac staff shall not be expected to move nor lift heavy objects. Heavy objects are defined as any thing other than chairs, ornaments, etc which can be easily handled for the purpose of conducting routine works.

​

8. Damage / Loss Policy

White Lilac is fully bonded and insured. Please notify us within 24 hours of the cleaning date and we will make arrangements to have the item repaired or replaced. Our liability limits are set at a maximum of 200% of your one time service fee.

​

Items excluded from liability are; cash, jewelry, one-of-a-kind items or hard to get items; items of sentimental value, art, antiques and electronics.

If any invoices remain unpaid, all rights regarding a Damage/Loss claim are waived until the outstanding amount is settled.

​

White Lilac may consider unpaid invoices of services as a “Payment Settlement Agreement Exchange for Damage or Loss Claim” with the client.

 

9. Price Increases

White Lilac reserves the right to adjust client rates at any time. You will be notified prior to your next scheduled appointment.

​

10. All gift cards are non refundable but are transferable to other properties and persons at our discretion.

 

Updated June 2024