I. Introduction

Thank you for choosing Sally Sweep Cleaning Services to care for your space and needs. We truly appreciate your business and trust. We believe in transparency and open communication; this manual outlines our standards and policies so you know exactly what to expect from our partnership. 

II. Core Values

1. Reliability and Integrity

We are committed to providing consistent, punctual, and trustworthy service. To ensure the security of your property, pets, family, and data, all staff members undergo rigorous criminal record checks and comprehensive training.

2. Excellence & Satisfaction Guarantee

We take pride in holding ourselves to the highest standard. If you are dissatisfied with any aspect of our service, please report it to the owner, TJ Boone, within forty-eight (48) hours of service completion. We will return to rectify the issue at no additional charge.

3. Client-Centric Approach

We are here to serve you. Whether you require specific products or additional tasks, we are happy to tailor our services to meet your unique needs.

4. Continuous Improvement

We value professional growth. Our team participates in continuing education to ensure we are using the best methods and maintaining the highest industry standards.

III. Insurance and Staff Requirements

1. Insurance and Damages

We are fully insured against damage or loss. While we treat your space with the utmost care, accidents can happen.

● Minor Damage: If an item is damaged and the cost is minor (reimbursable within the value of one scheduled service), management may, at its discretion, apply a discount/credit to your account in lieu of an insurance claim.

● Major Damage: Significant incidents will be handled through our insurance provider.

2. Staff Qualifications

All staff members are required to:

● Pass a criminal record check.

● Complete competency training relevant to their assigned duties.

● Sign a strict confidentiality agreement to protect your privacy.

IV. Safety and Property Policies

1. Our Priority

The safety of our staff and clients is paramount. The following protocols determine how we handle incidents that pose potential risks.

2. Illness and Health Protocols

● Staff Illness: If a staff member is ill, they will not attend the appointment. We will attempt to find a replacement immediately. If a replacement is unavailable, we will reschedule your appointment and apply a five (5) percent discount to your next service.

● Client Illness: If anyone in your household or business is ill (or showing signs of illness), please notify management immediately to reschedule. No cancellation fee will be applied regardless of amount of notice given.

● On-Site Illness Discovery: If staff arrive and discover that an individual on the premises is ill or has been ill within the last seventy-two (72) hours, they reserve the right to leave immediately. You will be notified to reschedule. In this instance, no cancellation fee will apply, but no discount will be credited to the next service.

3. Zero Tolerance for Abuse

We maintain a zero-tolerance policy regarding discriminatory or abusive conduct from clients, guests, or neighbors. Staff are entitled to leave the premises immediately if they encounter:

● Derogatory, insulting, or obscene language.

● Shouting or demeaning tones.

● Threats, intimidation, or malicious allegations.

● Discriminatory remarks, physical misconduct, or sexual harassment.

• Note: Management reserves the right to report physical or sexual abuse to law enforcement.

4. Hazardous & Illegal Substances

If staff encounter suspected illegal substances or paraphernalia, they are required to notify management immediately. Due to health and safety codes and the risk of contamination, staff are permitted to leave the premises immediately.

5. Firearms

Staff will not perform services in a room containing an exposed firearm.

● If the firearm is in a room that can be closed off, staff will close the door and clean the remainder of the premises.

● If the firearm cannot be safely contained/isolated, staff will not complete the service.

6. Personal & Adult Items

Please secure sensitive personal items prior to our arrival. If staff encounter legal adult items (e.g., cannabis products, adult toys) during a cleaning service, they will not clean the item itself. They will move the item only if necessary to clean underneath or around it.

7. Pet Waste & Biosecurity

To maintain the highest health and safety standards for our staff and our clients’ animals, Sally Sweep Cleaning Services enforces strict limitations regarding the handling of animal waste.

Service Limitations:

● Included Services: We will vacuum scattered litter from floor surfaces, dispose of securely bagged litter, and perform spot-cleaning for minor, isolated pet accidents.

● Excluded Services: Our staff does not clean or scoop litter boxes, remove waste from yards/lawns, or empty large/unsealed litter bins.

Safety Rationale:

● Biosecurity & Cross-Contamination: As we service multiple households and farms daily, we maintain a strict biosecurity protocol. Limiting contact with animal waste prevents the accidental transmission of pathogens (such as parvovirus or parasites) between client properties.

● Occupational Health: Handling cat waste poses a specific risk of exposure to Toxoplasma gondii. This parasite presents a significant health risk to pregnant individuals and those with compromised immune systems.

● Inclusive Workplace Standards: As an equal-opportunity employer, we design our safety policies to ensure a safe working environment for all staff members, regardless of their individual health status or life stage.

8. Live Animals and Pet Safety

● Pet Behavior: While we love pets, clients must ensure that highly anxious or aggressive animals are securely crated or kept in a separate room while our staff is working.

● Escape Liability: Our team will exercise extreme care when entering and exiting doors. However, Sally Sweep Cleaning Services cannot be held responsible for pets that attempt to escape or escape the premises during our arrival or departure.

9. Working Conditions and Utilities

● Required Utilities: To perform our services efficiently and safely, the service location must have working electricity and access to running hot and cold water. If services cannot be completed due to missing utilities, a Lock-Out fee may apply.

● Climate Control: Property interiors must be maintained at a reasonable, safe working temperature during extreme weather months to ensure the physical well-being of our cleaning technicians.

V. Billing and Payment Policies

1. Payment Due Dates and Forms of Payment

Payment is due upon completion of the scheduled service or within forty-eight (48) hours of the invoice date. Exceptions may be made on a case-by-case basis after consultation with management. We accept payments via electronic funds transfer (e-transfer), cash, or cheque.

2. Overdue Accounts

Sally Sweep Cleaning Services reserves the right to temporarily pause recurring services if an account has an outstanding balance until full payment is received.

VI. Cancellation and Access Policies

1. Cancellation Notice

We understand that schedules change. To respect the time and livelihood of our staff, we require a minimum of twenty-four (24) hours’ notice for any cancellation or rescheduling of services (excluding health-related cancellations as outlined in Section IV).

2. Late Cancellation Fees

If a cancellation is made with less than 24 hours’ notice, a cancellation fee equal to ten (10) percent of the scheduled service rate will be charged, applied to the next scheduled service.

3. Lock-Outs (Access Failure)

It is the client’s responsibility to ensure our staff has access to the premises at the scheduled time (e.g., providing a key, door code, or being present to let staff in).

● If staff arrive at the scheduled time and are unable to enter the premises, we will attempt to contact you immediately (e.g., knock, text, ring doorbell).

● If access is not granted within fifteen (15) minutes, the appointment will be considered a "Lock-Out."

● Lock-Outs are treated as same-day cancellations, and a ten (10) percent fee will be applied to the next service to compensate staff for travel and lost time.

4. Inclement Weather and Climate Interruptions

Operating in Alberta means dealing with severe winter weather. If severe road closures, hazardous blizzards, or dangerous conditions prevent our staff from traveling safely, we reserve the right to reschedule your service. No cancellation fees will apply to either party under these circumstances. For monthly snow removal packages, services will be initiated within twenty-four (24) hours of the snow accumulation ceasing.

5. Termination of Service

If you wish to terminate recurring services permanently, we kindly request two week’s notice to management.

VII. Business Practices and Protection

1. Media and Photography Consent

Our staff may take "Before and After" photographs of our work for quality control, internal tracking, or digital marketing purposes with client consent. We are committed to your privacy: no media used publicly will ever display personal photographs, sensitive information, identifiable residential addresses, or client faces.

2. Non-Solicitation Agreement

Sally Sweep Cleaning Services invests significant resources into recruiting, background checking, and training our high-quality staff. By entering into an agreement with us, clients agree not to independently solicit, recruit, or hire any current or former staff member of Sally Sweep Cleaning Services for private home or commercial services outside of our network. This restriction applies during the active service period and for one (1) year following the termination of this agreement.