Terms of Service.
We are Royal Clean and we’re thrilled you’ve decided to use our services, including, but not limited to, our technologies or functions offered on our website and all related sites, applications, customer service team, cleaners, and third-party vendors, all of which we refer to simply as the “Services.”
These Terms of Service (which we call the “Terms”) are just so you’ll know the rules that govern our relationship with you. Although we’ve done our best to strip the legalese from the Terms, there are places where these Terms may still read like a traditional contract. There’s a good reason for that: these Terms form a legally binding contract between you and Royal Clean, so please read them carefully.
By using the Services, you state that:
- you can form a binding contract with Royal Clean;
- you will comply with these Terms and all applicable local, provincial, federal, and international laws, rules, and regulations; and
- you understand that Royal Clean is protected by relevant trademark and copyright laws. If you are using the Services on behalf of a business or some other entity, you also state that you are authorized to grant all licenses set forth in these Terms and to agree to these Terms on behalf of the business or entity.
A. Our Services Generally
Royal Clean agrees to provide you with the Services and you agree to pay the quoted price for the Services, unless otherwise agreed to in writing.
B. Cleaning Supplies and Equipment
We use and provide environmentally friendly supplies and nearly all equipment required for cleaning your apartment, with a few exceptions. Unless specifically stated in writing by Royal Clean, we do not provide:
- step stool;
- toilet brush; or
- specialty products, including, but not limited to:
- heavy-duty bathroom cleaner;
- wood cleaner;
- bleach; or
- stainless steel cleaner.
But we are happy to use these items if provided by you and left out in clear view for our cleaning staff and accompanied by directions on their use.
In addition, Royal Clean requires that you have running water in order to properly perform our Services.
C. Great Clean Guarantee
“We get it right or we make it right.” This Section 2(C) explains what we mean by that.
If you’re not satisfied with your original clean (“Original Clean”), you can request (“Reclean Request”) a free reclean (“Free Reclean”) either by email (firstname.lastname@example.org) or by phone (403-554-3499) as long as the Original Clean was completed within the past 48 hours of the Reclean Request and the Free Reclean is scheduled and completed within 72 hours of the Reclean Request.
In addition, the following types of appointments or items are not eligible for our Great Clean Guarantee:
- items not on the 50 Point Checklist;
- free clean appointments;
- other Free Recleans;
- places not in standard condition (e.g. biohazards, hoarding, etc.);
- post-construction/post-renovation cleans; and
- move-out cleans.
There is no limit on how many Free Recleans you can receive over the course of your relationship with Royal Clean. With that said, we reserve the right to require additional time and payment for future cleans and/or void our Great Clean Guarantee for future cleans if Free Recleans are requested excessively.
Please note that if you receive a Free Reclean, any extra Services you add to that Free Reclean that were not part of the Services included within your Original Clean are not part of our Great Clean Guarantee and you will be charged for them.
We strive to foster a safe environment for everyone. Our cleaning staff are employed, background checked, insured & bonded, and professionally trained. We reserve the right to remove our employees from your home should the environment be/become unsafe.
That’s where you come in. By using the Services, you agree to assist in fostering a safe environment by:
- identifying fragile items and communicating this to our cleaner or our customer service team prior to the start of your cleaning appointment;
- accounting for and securing all valuables prior to the start of your cleaning appointment;
- notifying us of pets and, if necessary, placing them in designated enclosures that would not threaten our staff or impede our Services;
- removing any biohazards, including, but not limited to, human bodily fluids, animal waste, rodent feces, live/dead insects, and sharp bio-products (needles, IV tubing, etc.);
- not requiring or requesting the lifting or moving of furniture or heavy items; and
- ensuring construction or renovation work (including touch-ups) has been completed, all contractors have left, and all equipment has been removed – prior to our arrival.
In the event that you don’t comply with this Section 2(D), our Great Clean Guarantee will be voided, we may direct our staff to leave your location (at the discretion of management), and our Cancellation Policy (which is explained below) will apply.
E. Cancellation Policy
We assess a $50 cancellation fee to appointments not cancelled more than 24hours before the appointment, unless that clean is a move in/out clean. For move in/out cleanings, a cancellation fee amounting to 50% of the price quoted for that specialty clean will be applied to appointments not cancelled by 3PM MST the day before the appointment.
To be clear, if you have a recurring service, you’ll still need to cancel an appointment 24 hours before any particular appointment in order to avoid a cancellation fee, but you may cancel any later future appointments with no additional fee.
Finally, please note that if our Services are provided under a separate written agreement with you, if any part of that agreement conflicts with these Terms, including a separate cancellation policy, that cancellation policy (and not this Section 2(E)) will apply to you.
Our cleaning staff will conduct themselves professionally in your home. In the rare event accidental damage occurs, you’ll need to notify our office within 48 hours of when the appointment is completed either by email (email@example.com) or by phone (403-554-3499), provide us with a photo and estimate of the damages, and be available to be contacted. We cannot guarantee reimbursement for damages that do not comply with this paragraph. Further, for potential caulking and grout damages, Royal Clean does not assume responsibility for the restoration of severely worn, stained or mildewed caulking and grout.
Except in emergencies (e.g., a leaking toilet), you must not undertake the repair or replacement of the damage for which you may seek reimbursement.
Royal Clean reserves the right to contract suitable professionals to repair damages, and will make payment arrangements directly with its contractors to settle any damage repair.
G. Pricing and Discounts
Royal Clean may change the pricing and discounts of its Services (“Pricing or Discount Change”) in its sole discretion and at any time. Any Pricing or Discount Change will become effective immediately, unless stated otherwise.
Most of the time, Services booked before the time of the Pricing or Discount Change (“Existing Services”) will retain the original pricing as long as no modifications are made to the Existing Services. Any modifications to the Existing Services will void the original pricing of the Existing Services and the price of the Existing Services will be subjected to the Pricing or Discount Change.
In the case that Existing Services are not modified but are nonetheless subject to a Pricing or Discount Change, Royal Clean will send an email advising the client of the Pricing or Discount Change. Failure to receive or save an email announcing the Pricing or Discount Change will not invalidate that Pricing or Discount Change.
Just so you know, accurate and up-to-date pricing will always be stated on your dashboard.
Your continued use of the Services after the Pricing or Discount Change comes into effect constitutes your agreement to pay the price modified by the Pricing or Discount Change.
Royal Clean customers with active accounts are eligible to earn up to $250 per year in account credits through the "Refer-A-Friend" program by referring new customers to Royal Clean. If you expect to accumulate credits in excess of $250, please contact us at firstname.lastname@example.org to arrange a special accommodation.
In addition, to qualify for this program, the referred customer (“Friend”) must provide the referral code of the referring customer (“Referring Customer”) at the time that the Friend books the appointment that they want to use the referral code on. Further, the Friend must:
- be a new customer;
- not be the roommate, spouse, or co-habitant of any existing Royal Clean customer and cannot be part of the same home or household of any existing Royal Clean customer;
- not book a clean in the same location as the Referring Customer’s location;
- not use the same billing information as the Referring Customer;
- not have the same phone number as the Referring Customer; and
- not create multiple email addresses, Royal Clean accounts, or any other aliases in order to take advantage of the Referring Customer’s referral code. Further, the Referring Customer must not post their code to a coupon site (e.g., retailmenot or anything similar). If Royal Clean discovers a code on such a site, we may immediately terminate your Refer-a-Friend Program privileges, and void any and all previously accrued credits.
Credits are credited to the Referring Customer account only after the Friend has booked their appointment using the Referring Customer’s referral code and the Friend has paid for such appointment. Once received, credits may only be applied towards future appointments and cannot be retroactively applied to previous or existing appointments. Credits are not transferrable and are not redeemable for cash.
Credits and discounts will be removed if any of the conditions above are violated. Continued non-compliance with the Refer-a-Friend program will result in the permanent ban of the Services.
The value of any discount obtained through the Refer-a-Friend program and its credits are subject to change without prior notice.
3. Solicitation of Our Cleaners and Employment Practices
We invest heavily in training and background screening to find quality employees for our Services. Hiring our cleaners (current or those employed by Royal Clean within the previous 24 months) and/or offering/receiving side propositions while you’re using the Services for up to 18 months after your last appointment with Royal Clean makes you liable for a $25,000 employment referral fee. By using our Services, you agree to notify us of any attempts to solicit or accept illegal services. If you breach this Section 3, attorney, legal, and miscellaneous expenses incurred to investigate and/or collect this fee will be added to your employment case when discovered. Please note that exchanging contact information is considered part a breach of this Section 3.
Direct, unreported or inappropriate employment practices, unless they comply with law, are illegal. Royal Clean is obligated to report illegal hiring activities. Implication, complicity or withholding knowledge of illegal activity is not only prosecutable by Royal Clean, but also generally under Canada provincial, federal, and local laws.
4. Your Account
In addition to exercising common sense, you agree to:
- not create more than one account for yourself;
- not create another account if we have already disabled your account, unless you have our written permission to do so;
- not share your password.
Credits and discounts are not transferrable between accounts and are not redeemable for cash.
The account(s) will be deactivated and all associated credits and discounts will be removed if any of the conditions above are violated. Continued non-compliance will result in the permanent ban of the Services. If you think that someone has gained access to your account, please immediately reach out to us at email@example.com.
5. Electronic Services and Licenses
Royal Clean grants you a personal, worldwide, royalty-free, non-assignable, nonexclusive, revocable, and non-sublicensable license to access and use our desktop and mobile website, Facebook page, mobile application, and other related electronic services (“Electronic Services”).
Any software that we provide you may automatically download and install upgrades, updates, or other new features. You may be able to adjust these automatic downloads through your device’s settings.
You may not copy, modify, distribute, sell, or lease any part of our Electronic Services, nor may you reverse engineer or attempt to extract the source code of that software, unless laws prohibit these restrictions or you have our written permission to do so. You may not use our branding, logos, designs, photographs, videos, or any other materials appearing or used in our Electronic Services, without our written consent.
In short: You may not use the Electronic Services or the content on the Electronic Services in ways that are not authorized by these Terms. Nor may you help anyone else in doing so.
6. Rights You Grant Us
Our Electronic Services may let you post, send, receive, upload, store content, or provide feedback or suggestions (“Content and Feedback”). When you do that, you retain whatever ownership rights in that Content and Feedback you had to begin with, but just know that you’re giving us a license to use that Content and Feedback too, without compensating you.
7. Privacy and Security
8. Data Charges and Mobile Phones
You are responsible for any mobile charges that you incur for using our Services (including our Electronic Services) including text-messaging and data charges. If you’re unsure what those charges may be, you should ask your service provider before using our Services (including our Electronic Services).
If you change or deactivate the phone number or email address that you used to create an account, you must update your account information through your dashboard within 24 hours to prevent us from sending to someone else messages intended for you.
9. Third-Party Entities
We have not reviewed all content that may link or refer to our Services and are not responsible for the content generated by third party entities. The inclusion of any reference to Royal Clean by third party entities does not imply endorsement by us. Use of any such content is at your own risk.
If you use a service, feature, or functionality that is operated by a third party and made available through our Services (including Services we jointly offer with the third party), each party’s terms will govern the respective party’s relationship with you. Royal Clean is not responsible or liable for a third party’s terms or actions taken under the third party’s terms.
10. Modifying the Services and Termination
We may add or remove features, products, or functionalities to our Services, or suspend or stop the Services altogether. We may take any of these actions at any time without prior notice.
While we hope you remain a lifelong customer, you can terminate the Services at any time and for any reason by deleting your account. Our Cancellation Policy will apply to appointments cancelled after 3PM MST the day before any cancelled appointment.
Royal Clean may also terminate the Services it provides you at any time, for any reason, and without prior notice. That means that we may stop providing you with any Services, or impose new or additional limits on your ability to use our Services. For example, we may deactivate your account due to an outstanding balance or prolonged inactivity, and we may reclaim your username at any time for any reason.
Regardless of who terminates the Services, both you and Royal Clean continue to be bound by Sections 1, 3, 5, 6, 9, and 11-18 of these Terms.
You agree, to the extent permitted by law, to indemnify, defend, and hold harmless Royal Clean, our affiliates, directors, officers, stockholders, employees, licensors, and agents from and against any and all complaints, charges, claims, damages, losses, costs, liabilities, and expenses (including attorneys’ fees) due to, arising out of, or relating in any way to your access to or use of the Services and your breach of these Terms.
THE SERVICES ARE PROVIDED “AS IS” AND “AS AVAILABLE” AND TO THE EXTENT PERMITTED BY LAW WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED. IN ADDITION, WHILE ROYAL CLEAN ATTEMPTS TO PROVIDE A GOOD USER EXPERIENCE, WE DO NOT REPRESENT OR WARRANT THAT: (A) THE SERVICES WILL ALWAYS BE SECURE, ERROR-FREE, OR TIMELY; (B) THE SERVICES WILL ALWAYS FUNCTION WITHOUT DELAYS, DISRUPTIONS, OR IMPERFECTIONS; OR (C) THAT ANY PRICING, TERMS, CONTENT, USER CONTENT, OR INFORMATION YOU OBTAIN ON OR THROUGH THE SERVICES WILL BE TIMELY OR ACCURATE.
ROYAL CLEAN TAKES NO RESPONSIBILITY AND ASSUMES NO LIABILITY GREATER THAN REQUIRED BY APPLICABLE LAW.
13. Limitation of Liability
TO THE MAXIMUM EXTENT PERMITTED BY LAW, ROYAL CLEAN AND OUR MANAGING MEMBERS, SHAREHOLDERS, EMPLOYEES, AFFILIATES, LICENSORS, AND SUPPLIERS WILL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, PUNITIVE, OR MULTIPLE DAMAGES, OR ANY LOSS OF PROFITS OR REVENUES, WHETHER INCURRED DIRECTLY OR INDIRECTLY, OR ANY LOSS OF DATA, USE, GOODWILL, OR OTHER INTANGIBLE LOSSES, RESULTING FROM (A) OUR PROVISION OF, FAILURE TO, OR INABILITY TO RENDER, AND YOUR ACCESS TO OR USE OF OR INABILITY TO ACCESS OR USE, THE SERVICES OR (B) THE UNAUTHORIZED ACCESS, USE, OR ALTERATION OF YOUR CONTENT, EVEN IF ROYAL CLEAN HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
14. Additional Terms for Specific Services
We sometimes need to craft additional terms and conditions (“Additional Terms”) for your specific needs (“Specific Services”). The Additional Terms, in addition to these Terms, will also become part of your agreement with us if you use Specific Services. If any part of the Additional Terms conflicts with these Terms, the Additional Terms will prevail.
Real estate professionals who are using or referring clients to Royal Clean in their professional capacity should contact us by email (firstname.lastname@example.org) or by phone (403-554-3499) prior to booking for additional terms.
18. Final Terms; No Third Party Beneficiary, No Waiver; No Assignment; Reservation of Rights
These Terms (together with any Additional Terms) make up the entire agreement between you and Royal Clean, and supersede any prior agreements.
These Terms do not create or confer any third-party beneficiary rights.
If we do not enforce a provision in these Terms, it will not be considered a waiver.
You may not transfer any of your rights or obligations under these Terms without our consent.
We reserve all rights not expressly granted to you.