Terms of Service

By engaging the services of Nook ‘n’ Cranny Cleaning service we agree to the terms below:

• We reserve the right to cancel any service, for any reason.
• We require a deposit upon booking, and the balance is settled upon completion of the service.
• We do not assume liability for health and safety of your pets.  While we are very mindful and careful about your pets, you are in the best position to ensure their safety and wellbeing.
• Our cleaners exercise reasonable care when cleaning. We do carry insurance for damage or breakage caused by our cleaners. We are not liable for damage that is caused by “normal wear and tear”, improper installation of an item(s), or artwork, collectibles or family heirlooms valued over Kshs. 10,000 (Ten thousand shillings) and that is not disclosed during the time of making the appointment. If any damage or perceived damage is noticed after the cleaners have left, the customer must notify us within 24 hours of any problem that may have occurred at the address during that day and time of the scheduled cleaning.

We will do our best to resolve the problem and come up with a reasonable solution. These items include but are not limited to the following examples:

• Carpet & Rug Snags – Carpet snags are the result of exposed loops caused by normal wear and tear, moving furniture, etc. which are snagged by a vacuum’s roller brush. We use professional vacuums that are set to industry standards (which cannot be adjusted). In order to limit snags or fraying, we will try our best not to go near the bad areas of carpeting/rugs.
• Broken Blinds – Customers should be aware that there are some inherent risks each time your blinds are cleaned. Blinds will become brittle from daily exposure to the sun and aging, and strings/chords will weaken over time resulting in breaks.
• Improperly hung pictures/decorations/mirrors – If these items are securely/properly attached to the wall, they should not fall when the item is dusted/wiped.
• Artwork, Collectibles or Family Heirlooms valued over Kshs. 10,000 (Ten thousand shillings). These items are expensive and/or impossible to replace. In that case, we do not assume the risk of cleaning such items.  It is the customer’s responsibility to inform, in writing, of any item(s) that fall into this category.
• Woodwork, Vintage/Antique Wood Furniture, Un-finished & Furniture with Special Instructions.

Let us know during your booking if your woodwork, wooden furniture or vintage wooden furniture is not sealed or is made of another material other than actual wood.

Discuss your furniture care needs with specifications as per item if they need special attention in anyway.

If you would like to supply your own cleaning product(s) for your specific piece(s) of furniture, leather furniture, pianos, etc., please notify us on email or text of the preferred product(s) so we can do some research on their use.

• We need electricity and water for the provision of our services.  If your utilities are turned off, we can reschedule for a day they are available.
• We have step ladders which can reach the 1^st floor windows, ceiling fans, and upper shelves.  Should we need to go higher than that, please inform us so we can make the necessary provision.
• We generally do not move heavy appliances and furniture.  We can clean around them and underneath, to the extent reachable. Should this be necessary please inform us so we can make the necessary provision.
• If the home is in bad shape – broken glass, mountains of clutter, or “hoarder’s living space” – we can most likely bring it to a habitable standard.  However, the end result will not be comparable with the level of cleanliness we can achieve on a standard home.  Because of that, we will discuss this issue before starting the job and upon arrival onsite. 
• During the inquiry and pricing process, we may ask for photos or a video recording of the premises in place of a site tour. This will also ensure we have appropriate knowledge of the task, allocate sufficient resource and charge a fair price.
• By using our services, you agree to allow us, to photograph or video record before and after for potential sharing and strategizing within our company on how to best approach the cleaning. We will neither keep nor distribute the photos for any other reason without your permission.
• Note, if there is construction going on or any other service being performed while our cleaning team is at customer’s homes. The home will most likely get dirty again even after our services have been thoroughly performed.
• You may cancel your booking at any time. Any cancellations made 24 hours before service is provided will result in a Kshs. 2,000 (Two thousand shillings) cancellation fee.
• We DO NOT process refund of payments after services have been rendered. However, we agree to come back to the customer’s home for a free re-clean within 3 days after service is rendered if a customer is dissatisfied with our service within reason.
• We have ZERO tolerance for fraud and corruption by our staff, partners, customers and associates.
• When retaining our services, you agree not to solicit for hire any staff member introduced to you by our company for any cleaning and cleaning related services.
• We may revise these terms of service at any time without notice. By using our services, you are agreeing to be bound by the then current version of these Terms of Service.