Terms of Service

Preparing For Your Job

We offer basic organizational services during cleanings and can pick up your space. We charge by the hour per person, so the more organization we do in your space, the higher the cost.

 

Arrival Time

Please note that we arrive during an approximate window of time. You will be given an arrival window of anywhere between 30 minutes - 3 hours, due to variability with previous jobs and travel times during the day. Your team leader will text or call you 30min - 1 hour prior to arrival. Our first appointments of the day are the most predictable and have a shorter arrival window.

 

Walk Through

We provide a complimentary 15 minute consultation for initial cleanings, to go over the details of your job with your team leader. 

 

Keys / Home Entry

For entry, we find it the most convenient for both our cleaners and clients if you leave a hide a key in a discreet location or install a coded lock to your door. 

ENTRY OPTIONS:

• Provide a key with a fixed, on-site discreet location

• Provide access to a coded / app based lock

• Provide access to a garage code (door to house leading into garage must be unlocked)

• Be home to let your team in

• Concierge in a secured entry building will provide key / entry access

For those clients that live in a secured access entry building with no concierge, we can store an entry key fob and key for a yearly storage charge.

 

Pets

We love animals! All animals are created differently, just as humans are. Please provide us with information on your pets, such as names, preferences and any medical conditions we may need to be aware of. 

 

Payment

HOURLY RATE

For all cleanings, we charge by the hour per person. Any quote(s) that you receive will be based off of an average time that it takes us to clean any rooms / tasks that you’ve requested. The actual price for a full cleaning may be above or below the price of your quote. 

 

CANCELLATION POLICY

If you need to cancel for any reason, we ask that you provide a minimum of 2 business days before your scheduled appointment, to avoid a $100 cancellation fee. Providing enough notice prior to your cancellation will allow us enough time to book another appointment in your open spot. In return, our hard working staff will continue to have promised hours and excellent paying jobs. 

In cases of lock outs preventing home entry, sending a team away upon arrival, building / home maintenance issues (water shut offs, electricity outages, etc.), this fee still applies. The fee may be waived if there is a terrible last minute emergency. 

In the rare event that Ergo Errands has to cancel your cleaning with less than 48 hours before service, we will provide you with a credit of $100 towards your next cleaning. This excludes inclement weather events. 

 

DEPOSIT FOR INITIAL & ONE TIME CLIENTS

A $100 deposit is due a minimum of 2 business days prior to scheduled service. If booking occurs less than 2 business days before scheduled service, the deposit is due at time of booking. If your estimate or budget is 12 or more person hours, we will collect a 50% deposit. In the event of a same day cancellation, this deposit will not be refunded. 1-2 business days prior, we will refund all but $100. Cancellation more than 2 business days prior, the deposit will be fully refunded. 

Deposit amount will be deducted from your final bill.

Deposit is fully refundable provided the client notifies and confirms their cancellation with Ergo Errands, no less than 2 full business days before scheduled service. In the event of cancellation less than 2 business days before scheduled service or a lock out on the day of service, the deposit will not be refunded. If service is cancelled due to inclement weather or other disaster, deposit will either be refunded or credited to a new appointment. 

 

TYPES OF PAYMENT

We accept Visa, Mastercard or American Express. We can keep your credit card on file for your cleaning and for future cleanings. Please call our office at 503-360-6432 to provide this information. Check can be mailed to our PO Box. Upon fulfillment of your job, you will be sent an invoice within 2 business days. 

 

LATE PAYMENT

We are a very low profit margin business. It is important that we are able to continue to pay our staff for their hard earned wages. We ask that you pay your bill within 7 days of work performed. Any invoices past due by 30 days are subject to a $50 late payment fee.

 

PARKING

If you live in an area with paid parking and we need to use meters, we will pay for parking up front and bill you at the end of your cleaning. Our charges begin upon arrival in your driveway and / or the time it takes to find parking, to load in and load out of the supplies.

 

TIPPING YOUR TEAM

Tipping is encouraged, but not required. Your cleaner(s) can accept a tip in cash or added to a credit card charge. Our team has accepted tips in various shapes and sizes! Over the years we’ve had clients give us tomatoes from the garden, coffee beans, chocolate, clothing donations, or simply a handwritten thank you note. We appreciate our clients and we love making lives beautiful. We graciously accept appreciation in return, in all forms. 

 

Service Limitations

Texting and Calling Staff

Our staff use their personal smartphones to contact you when in transit to your job or while on your job. Please contact our office via text or call at 503-360-6432 or at [email protected], beyond the duration of your cleaning visit. Our staff's phones are their personal property and we respect their time off. 

Please communicate any updates about your job, entry, customer profile specs, etc. with our office so that we can make sure your details are properly communicated to the right staff and are added to your profile for future communications.

 

Bio-hazard Waste 

Any bodily fluids, such as urine, blood, vomit, feces, etc. fall under the category of bio-hazard waste cleanup. Bio-hazard cleaning is not a service that we provide. We can refer you to a number of local services for this. Beyond waste of inside of toilets and litter boxes, we can remove pet bio-hazard urine, feces and vomit waste for a fee of $100 per square foot, up to two square feet maximum. 

 

Inclement Weather

The safety of our team is of the utmost importance. On the rare occasion that Portland experiences inclement weather, extreme heat or an unforeseen disaster event, we may have to modify, cancel or reschedule your job at a moments notice. In these instances, the service credit for a last minute cancellation does not apply.

In cases of ice / snow, we may require you to shovel, de-ice / salt all access points, driveways and walkways to and from your home so that our staff can safely walk and carry supplies without risk of injury.

We ask that our clients maintain a temperature in their home between 60 degrees (approx.) - 80 degrees (max) during our cleaning visits, with the ideal temperature being 65 - 68 degrees. Cleaning work can vary between light, moderate, to even heavy excercise depending upon the task. The World Health Organization recommends a maximum temperature of 75 degrees for “comfortable” exercise. The average gym maintains a temperature between 65 - 68 degrees.

 

Safety

We will not participate in any illegal activity. If we feel that a situation is unsafe, uncomfortable or compromises our morality, we reserve the right to refuse or modify service. We do not tolerate sexual harassment. We will not disclose any customer information to any third parties unless we have been subjected to any of the above situations. 

 

Lifting Limits

For the safety of ours staff, we will not lift over 30 lbs. We can move smaller and light items in order to clean under and around them. Our clients are welcome to move heavier furniture so that we can dust, wipe down, vacuum and mop an area. To prevent the risk of damage to your floors and furniture, we will not scoot furniture or appliances unless a client signs a waiver in which Ergo Errands is released from responsibility of damage. 

 

Client Confidentiality

Ergo Errands staff abide to strict client non disclosure policies. Staff are prohibited from releasing any information or pictures of you or your property to third parties. We will ask your permission to allow photography of your home for before and after pictures or of our team in action for advertising and social media promotional purposes.