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It is predicted that you might have to take a trip or require another reason to be away. If possible, please notify us at least two days in advance of any unavailability with the following details:
Start date of the pause period (This can be done via your customer dashboard)
End date of the pause period (This can be done via your customer dashboard)
We will confirm receipt of your email, halt your service for a maximum of one (1) to four (4) weeks in a quarter, and continue the cleaning schedule as usual once availability was confirmed.
PLEASE NOTE –
– Once a subscription plan expires, no cleaning service will be delivered.
– Customers are allowed to pause their subscription for one – four weeks, if it exceeds a month that subscription is forfeited and the customer has to pay to resume his/her cleaning.
– If the apartment was abandoned for this period of time a deep cleaning has to be done before we can resume the
We’d make sure Cleaning Professionals arrive at the client’s house on schedule. We want the consumer to indicate whether they will be at home or whether a doorman will be present to let the pros in at the time of booking. Experts should plan to wait for a minimum of forty minutes. The Professionals will be reassigned to another cleaning service if they are not attended to in 40 minutes.
Please be aware that prior to cleaning sessions, all clients must store valuables.
We gladly send you an email or text message twenty-four (24) hours prior to the day to remind you of your service schedule. You have the option to confirm the timetable or alter it as you see fit using this notification. If you don’t respond, it means that your service will happen when it’s scheduled or announced.
PLEASE NOTE: Clients may request a refund or change the time of the service by providing written notification up to twenty-four (24) hours prior to the scheduled start time. Upon receiving a legitimate written notice of cancellation for the service, there won’t be any processing fees. Should you decide to cancel during your stay, you will be charged a processing fee equal to 17% of the entire billing amount.
If the customer does not let the Pros in on time for the planned cleaning appointment for the Spotless By ND Lite package, the cleaning session will be forfeited.
Spotless By ND is made to be adaptable. As a business that places a high priority on client pleasure, our objective is to provide value while fostering a consistent customer experience.
As a result, we recognize that plans might alter suddenly, and that failing to give enough warning costs professionals significant effort. This policy guideline was developed in order to guarantee that any losses are appropriately mitigated by all parties concerned. Client-focused and immaculate by ND.
| Type | Description | Fee |
|---|---|---|
|
Same Day Rescheduling |
16 hours or 5 p.m. the day before the appointment, reschedule in writing. Emails with your complete address can be sent to contact@spotlessbynd.com. Name, email address, and the day of the requested rescheduling in the upcoming week. |
No charges applied |
|
Short Notice Rescheduling |
Rescheduling within 16 hrs before the appointment |
17% of booking billed for impromptu rescheduling |
|
Missed Appointment |
An associate arrives for a scheduled
appointment, but they’re unable to gain entry 30 mins after timely arrival |
17% of booking billed for late availability |
|
Refund |
Refund happens when customers do not want service without being used or Refund happens when the wrong service is booked |
The only fee applicable is the processing fee by our 3rd-party payment partner which ranges between 1%- 1.5% for local currency and up to 4% for international currency.
Refund may take up to 21 working days |
There are two cleaning times a day at Spotless By ND: 9 am and 2 pm. A twenty percent (20%) additional service charge will be applied to any time slot chosen that falls outside of the 9 am and 2 pm time slots.
Booking a cleaning for Sunday attracts a an extra charge of thirty percent (30%)
For instant bookings, this can happen at any time of the day till 1 pm. This attracts a 30% surge per this service request. The latest time for an instant cleaning on the same day booking ends by 4pm.
Please note: A booking that happens after 5pm for a cleaning for the following day is considered as an ‘Instant Booking’, too and the fee applies.
We understand that you have a hectic schedule and that things come up unexpectedly, but if the cleaning assistant cannot fulfill the booking, they will lose out on important work and have to pay for transportation both in terms of time and money.
You will be charged 17% of the booking price if our cleaning colleague is absent, sent away, or locks themselves out of your home during these hours. We will, nevertheless, try our best to complete the tasks in the allotted time.
It is necessary to respond to every cleaning reminder. If this isn’t done, the cleaning will proceed according to schedule, and the associate will be dispatched. A thirty percent penalty fee will be charged if the associate is denied entry and a new date needs to be set for the cleaning. It will be forfeited if it is a SPOTLESS BY ND LITE cleaning.
Below are some of our cleaning services and what a customer should expect especially for the One-time cleaning, Subscription cleaning, Deep cleaning and Post-construction cleaning, Couch and Rug cleaning.
| Apartment Section | Cleaning Activities | Cleaning Activities NOT Covered |
|---|---|---|
|
Living Room |
Cobwebs Taken Out All surfaces Dusted and Wiped |
|
|
Bedroom |
Cobwebs Taken Out All surfaces dusted and polished Hard Surfaces Swept and Cleaned Beds arranged and laid neatly Empty and wash trash can. |
Windows and Blinds Cleaning inside of appliances (Fridge, Stovetop, Microwave and Oven). Cleaning inside Kitchen cabinets Moving heavy things around to clean Under the bed Cleaning of Shoes and standing fan Washing of shower curtains Washing of foot mat |
|
Kitchen |
Cobwebs Taken Out
Wash dishes
Clean kitchen counters and Table Tops Clean the outside of appliances (Fridge, Stovetop, Microwave, and Oven). Clean inside the sink.
Hard Surfaces Swept and cleaned
Empty and wash the trash can. |
|
|
Restroom and Bathroom |
Cobwebs Taken Out Urinals, Toilets, and Toilet seats wash Hard Surfaces Swept and Cleaned Tiles and Bathtub washed Mirrors Cleaned Empty and wash trash can. |
|
| Apartment Section | Cleaning Activities | Including THE Following |
|---|---|---|
|
Living Room |
Cobwebs Taken Out All surfaces Dusted and Wiped |
|
|
Bedroom |
Cobwebs Taken Out All surfaces dusted and polished Hard Surfaces Swept and Cleaned Beds arranged and laid neatly Empty and wash trash can. |
Windows and Blinds Cleaning inside of appliances (Fridge, Stovetop, Microwave and Oven). Cleaning inside Kitchen cabinets Moving heavy things around to clean Under the bed Cleaning of Shoes and standing fan Washing of shower curtains Washing of foot mat |
|
Kitchen |
Cobwebs Taken Out
Wash dishes
Clean kitchen counters and Table Tops Clean the outside of appliances (Fridge, Stovetop, Microwave, and Oven). Clean inside the sink.
Hard Surfaces Swept and cleaned
Empty and wash the trash can. |
|
|
Restroom and Bathroom |
Cobwebs Taken Out Urinals, Toilets, and Toilet seats wash Hard Surfaces Swept and Cleaned Tiles and Bathtub washed Mirrors Cleaned Empty and wash trash can. |
|
| Apartment Section | Cleaning Activities | Including THE Following |
|---|---|---|
|
Living Room |
Cobwebs Taken Out All surfaces Dusted and Wiped |
|
|
Bedroom |
Cobwebs Taken Out All surfaces dusted and polished Hard Surfaces Swept and Cleaned Beds arranged and laid neatly Empty and wash trash can. |
Windows and Blinds Cleaning inside of appliances (Fridge, Stovetop, Microwave and Oven). Cleaning inside Kitchen cabinets Moving heavy things around to clean Under the bed Cleaning of Shoes and standing fan Washing of shower curtains Washing of foot mat |
|
Kitchen |
Cobwebs Taken Out
Wash dishes
Clean kitchen counters and Table Tops Clean the outside of appliances (Fridge, Stovetop, Microwave, and Oven). Clean inside the sink.
Hard Surfaces Swept and cleaned
Empty and wash the trash can. |
|
|
Restroom and Bathroom |
Cobwebs Taken Out Urinals, Toilets, and Toilet seats wash Hard Surfaces Swept and Cleaned Tiles and Bathtub washed Mirrors Cleaned Empty and wash trash can. |
|
| Service Type | Cleaning Activities Option 1 | Cleaning Activities Option 2 |
|---|---|---|
|
Couch |
Washing and sucking out moisture NB: Drying is carried out without machine |
Washing, sucking out moisture and drying NB: Drying is carried out with machine |
|
Rug |
Washing and sucking out moisture NB: Drying is carried out without machine |
Washing, sucking out moisture and drying NB: Drying is carried out with machine |
Unless otherwise specified in the particular agreements between the Customer and the Company, the pricing of the services are in line with the current price list as stated on the Company website. Therefore, the Fee will be adjusted by mutual agreement between the Company and the Customer in accordance with the applicable price list for Services with equivalent scope if it appears that the Customer’s data, on which the calculation of the Fee is based, is in some way incorrect (e.g., the incorrect details of the size and state of the housing or premises have been stated).
In addition, the Company maintains the right to modify prices. The customer will get written notice of any changes to the price list thirty days prior to the implementation of the new prices.
Please note that –
Weekly subscriptions per month are equal to four (4) consecutive weekly cleaning cycles.
Bi-monthly subscriptions per month are equal to two (2) consecutive cleaning cycles every two (2) weeks.
Bi-weekly subscriptions per month are equal to two (2) consecutive cleaning cycles in a week for four (4) weeks.
We suggest choosing the card payment option while making reservations. Accepting this Agreement authorizes Spotless By ND (or a third-party payment processor acting on Spotless By ND’s behalf) to charge any fees you owe Spotless By ND from your approved payment methods, such as your debit card or credit card, to the card that is on file. Spotless By ND may charge you one-time or on a recurring basis, depending on the transaction you choose and the services you request.
In conjunction with a purchase, transaction, or other financial contact with Spotless By ND, you agree to pay all fees levied by users of your credit card, debit card, or other payment method at the rates in force at the time such fees are incurred. Please contact our Relationship Management team if you would like to cease the automatic payment.
Payment links sent to customers to make payment for a service may be reusable as far the service is the same type and plan.
Prior to the start of the monthly cleaning subscription, customers can make an upfront payment. This guarantees the continuous provision of services. Up to 5% off is applied to payments made in advance for six (6) months.
We will never tell you to pay into a personal bank account. You are required to pay via the website or an official invoice is shared with official bank account details for payments of all service type
The Company’s fees are net of any applicable Sales Tax. The approved tax for goods and services is 7.5%.
The prices include a value-added tax in accordance with the current VAT rate according to the financial laws in Nigeria.
The Company’s fees are net of any applicable Sales Tax. The approved tax for goods and services is xxx.
The prices include a value-added tax in accordance with the current VAT rate according to the financial laws in United States of America.
Customers may decide to tip a Cleaning associate they respect for their professionalism and quality cleaning service. A Cleaning Associate may decide not to cover out-of-scope cleaning and projects. Please all cleaning requests and projects must come through the customer’s relationship manager or contact touch points.
Because we place a high value on safety and trust, we have implemented a system that closely monitors our employees to make sure you can feel completely secure with us disinfecting your facilities. Based on reservations, each one is allotted. Although customers are free to select the cleaning professionals they like, for quality control reasons, each Cleaning Associate may be rotated every three months. Before the cleaning professional arrives at your home and begins cleaning, all clients must store valuables, and before our cleaning professionals depart, make sure everything else is tidy.
PLEASE NOTE- Customers are required to treat every cleaning pro with the utmost respect.
Spotless By ND Lite is intended to provide customers with a third option. This feature is to provide affordable cleaning services by allowing the customers to provide cleaning materials needed while we provide the ‘professionals’- our Pros. This cost 3,999 for 1-2-bedroom and 4,999 for a 3-bedroom apartment with a provision of one s cleaning pros only. Where a customer prefers more than one associate, an additional fee of 2,500 will be paid. Kindly note this is for a regular cleaning, ONLY. For post-construction, deep or spring cleaning, customers are advised to subscribe to our one-time spring cleaning plan as it comes with a project supervisor.
Unfortunately, unforeseen situations may occur in our line of work and Spotless By ND is determined to give you an optimum experience even in those trying times. Clients are required to pay N1,000 as our Success Pledge. This serves as a form of insurance against theft and damage caused by an associate.
What the success pledge covers-
Damage worth of N50,000 household items caused by an associate in the process of cleaning.
Theft of money/items located in the assigned cleaning location by an associate in the process of cleaning.
Any other claims aside from those stated are not covered by the success pledge.
In order to be eligible for payment under Spotless By ND’s success pledge, clients must comply with the following:
You must have paid the success pledge of N1,000 as part of their booking.
The cleaning giving rise to the claim must adhere to our Terms of Service [Ensure all valuable properties are kept in secure place during cleaning]
The booking and associate must have originated, been paid for and assigned from our platform.
You must put in a request for the claim within two weeks of service that gave rise to the claim.
You must not have violated our Terms of Service
Your account does not owe any debt to Spotless By ND
To make a claim kindly contact your relationship manager via our support lines +2348147419023 and send an email to contact@spotlessbynd.com.
As part of our assessment process, once claim is made, the following might be required of you:
N.B. Losses due to theft without a valid police report indicating Cleaning Pros definite involvement will not be acknowledged.
Spotless By ND provides a work environment that is free from sexual harassment. This policy extends to Spotless By ND’s customers’ locations for cleaning services and in accordance with Nigerian laws.
All customers are expected to treat Cleaning Pros with respect. This includes refraining from any form of sexual harassment, whether verbal, physical, or visual.
Examples of sexual harassment towards the person of our Cleaning Pros may include, but are not limited to, the following:
Spotless By ND is a technology-enabled lifestyle and hospitality firm that offers corporate and individual clients cleaning services and skilled cleaning personnel. We consistently deliver the greatest client experience in Africa together with high-caliber cleaning services.