Terms of Service

Terms and Conditions of Service
By booking online with Onpoint Window Services, you agree to comply with and be bound by the following terms & conditions of service.

Booking, Confirmation, and Appointment Details
Service Request: When you request our services, you agree to the terms and conditions specified herein.

Confirmation: Booking a service does not guarantee an immediate spot. You will receive confirmation via email or phone call/text to confirm your appointment once finalized in our system.

Appointment Arrival Window: Cleaning appointment arrivals are scheduled for a certain time; however, specific times are not guaranteed due to the nature of this business. We generally arrive no later than 30 minutes after the window start-time, with a reasonable arrival window allowance of 1 hour from the scheduled start time. While we strive to adhere to the schedule, slight delays may occur due to unforeseen circumstances. We will always reach out by phone or text if we are running behind schedule.

Right to Refuse Service: We reserve the right to deny or terminate service in the event of inappropriate conduct, inaccessible or disconnected necessary utilities (electricity, running water), safety concerns, excessively cluttered or unsanitary conditions, or dangerous appurtenances (e.g., weapons, live wires). Our cleaners may refuse service on the spot, and a cancellation fee will apply.

Safety and Service Limitations: In to ensure safe working conditions and appropriate boundaries for our cleaners:

• We do not handle mold removal or areas containing bodily fluids or excretions.

• Our cleaners do not lift items exceeding 50 pounds. If you would like areas cleaned behind/under heavy furniture, please have it moved in time for your appointment.

• Our cleaners do not climb higher than a 6-foot step ladder and do not perform work outside the home.

• We are unable to service hoarding homes, as this requires specialized assistance we do not provide.

Rescheduling and Cancellation Policy
Notice Period: A minimum of 24 hours' notice is required for cancellations or rescheduling to avoid a fee.

Fees: Cancellations made within 24 hours of the scheduled appointment are subject to a cancellation fee of R50, and re-scheduled appointments incur a fee of R25.

Payment and Pricing
Payment Timing and Methods: Payments must be made on the day of cleaning, at the conclusion of the service. Accepted methods of payment are EFT + Proof of payment, Ikhokha tap on phone, or cash.

Service Fees: While we provide instant prices based on our experience and the information provided on the client booking form, prices may be adjusted based on the actual condition of the premises. If the condition deviates significantly from what is represented on the booking form, we will contact you to discuss adjustments. If we cannot establish contact within 60 minutes of the scheduled start of the appointment window, the cancellation (R50) or rescheduling (R25) fee will be charged.

Refunds and Touch-ups: If you are dissatisfied with our service, please contact us within 24 hours of job completion. We will address your concerns promptly, aiming to provide a partial refund or re-clean/touchup to reach a satisfactory solution for both parties.

Rate Increases: Rates may be adjusted based on changes in service frequency, property condition, or other factors. An annual increase of no more than 5% may be applied to recurring clients’ regular service.

Customer Responsibilities
Access: Clients must ensure the cleaning team has access to the property at the scheduled time, providing keys or instructions as necessary. If locked out, every effort will be made to contact you. Failure to grant access within 60 minutes of the scheduled appointment arrival time will result in a R50 late cancellation fee.

Security System: If your property has a security system, please provide any necessary codes and instructions for use during cleaning.

Cleaning Preparation: We request that you clear clutter and tidy up to allow our cleaners easy access to the areas/surfaces to be cleaned (floors, countertops, tables, shelves). If you prefer our cleaners to handle these tasks, please notify us in advance for a fee adjustment.

Cleaning Supplies: We provide the necessary equipment and products to complete the scope of work as described in our services. If you prefer specific products, kindly inform us in advance and have them ready when our cleaners arrive.

Pets: Clients are responsible for their pets’ behavior. Aggressive pets may result in service refusal.

Breakage/Damage & Loss Policy
While rare, breakage or damage may occur. We carry insurance for any damage or breakage caused by our cleaners. Please report any damage or breakage noticed within 24 hours after the completion of our service. We cannot be held responsible for any claims made after this period.

We are not liable for damage or breakage of items that are inherently fragile, valuable, irreplaceable, or improperly secured. This includes but is not limited to cash, jewelry, art, antiques, and improperly installed fixtures. We are also not responsible for damage resulting from pre-existing wear and tear, improper installation, or poor craftsmanship.

Observed Holidays
The following holidays are observed. We will not schedule cleans on these days. If your recurring visits fall on these dates, we will work with you to select a suitable alternative:

New Year's Day - January 1

Human Rights Day - March 21

Good Friday - Date varies (observed on the Friday before Easter Sunday)

Family Day - Date varies (observed on the Monday after Easter Sunday)

Freedom Day - April 27

Workers' Day - May 1

Youth Day - June 16

National Women’s Day - August 9

Heritage Day - September 24

Day of Reconciliation - December 16

Christmas Day - December 25

Day of Goodwill - December 26

Governing Law

These terms and conditions are governed by the laws of South Africa, without regard to conflict of law principles.
By booking our services, you acknowledge that you have read, understood, and agree to abide by these Terms and Conditions of Service.

Contact Us
If you have questions or concerns about our Terms of Service, please contact us:
Onpoint Window Services
(071) 336 0788
windowsonpoint@gmail.com
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Thank you for choosing Onpoint Window Services. Your trust is important to us.

Last updated on [30/10/2024]