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Cleaning Policy

At Cloovi, we deliver cleaning and janitorial services with a strong focus on consistency, compliance, and operational excellence. This policy outlines our service standards, responsibilities, and procedures to ensure a reliable experience for every client.

Quality Assurance Promise –

Our Gold Standard

Every Cloovi service is delivered under our Quality Assurance Framework, designed to maintain high and consistent standards across all sites.

Our quality process includes:

  • Structured service checklists aligned with the agreed scope of work

  • Trained and supervised cleaning staff

  • Ongoing performance monitoring and periodic quality inspections

  • Continuous improvement through client feedback

If a service does not meet expectations, clients must notify us within 24 hours of service completion. Where applicable, we will assess the issue and arrange a corrective visit at no additional cost.

Our objective is to deliver dependable, professional results on every visit.

Privacy Policy

Client privacy and site security are treated with the highest level of care.

  • All client information, including keys, access codes, and security details, is stored securely

  • Access credentials are used strictly for service delivery purposes

  • Cloovi staff are trained to respect client confidentiality and property

No client information or images are shared without written consent.

Cancellation & Rescheduling

We understand that operational needs may change.

  • A minimum of 24 hours’ notice is required for cancellations or rescheduling

  • Cancellations made within the notice period may result in forfeiture of deposits or service charges

  • If Cloovi must cancel a service without notice, any prepaid amount will be refunded in full

Frequent short-notice changes may affect scheduling priority.

Equipment & Supplies

Cloovi arrives fully equipped with professional-grade tools and approved cleaning products.

  • Eco-conscious products are used where suitable

  • Clients may request the use of site-specific supplies with advance notice

  • Specialty services may require additional equipment, which will be discussed and approved in advance

Photo Sharing

For quality assurance and internal training purposes, Cloovi may capture before-and-after photos during service delivery.

  • Images are stored securely

  • Photos are never shared publicly without written authorization

Access to Property

Clients are responsible for ensuring timely access to the site at the scheduled service time.

  • If access cannot be obtained within 15 minutes of arrival and contact cannot be established, the visit may be treated as a cancellation

  • Access delays may impact service completion

Insurance & Liability

Cloovi is fully insured and bonded.

  • Any incidents or concerns must be reported within 24 hours of service completion

  • Issues will be reviewed and addressed promptly in accordance with our insurance and operational policies

Commercial Cleaning Policy

​Booking & Walkthroughs

  • All new commercial services require an in-person walkthrough prior to scheduling. This allows us to assess the property, confirm service scope, and provide an accurate, fixed quote.

  • We recommend booking services at least 48 hours in advance to secure your preferred time.

Access & Security

  • Clients must provide timely access to the property, including any keys, codes, or fobs needed.

  • Our team will secure the property after each service unless other arrangements have been confirmed in writing.

  • All access information is stored securely and used solely for the purpose of fulfilling your service.

Cancellation & Rescheduling

  • We require at least 24 hours’ notice for cancellations or rescheduling.

  • Frequent last-minute changes may result in adjustments to your scheduling priority.

  • If our team is unable to access the property within 30 minutes of arrival and cannot reach you, the visit may be treated as a paid cancellation.

​Client Responsibilities

We want your cleaning service to run as smoothly as possible and deliver the best results every time. To help us do that, we ask that you:

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  • Make sure our team has safe, unobstructed access to all areas.

  • Share any special requests or updates about the space before your appointment.

  • Let us know about any safety concerns or changes in how the facility is being used.

Payment Terms

  • Invoices are issued monthly and payable within 15 days.

  • We accept e-transfers, credit/debit cards, and direct deposit. We do not accept cash payments.

  • For regular contracts, we’re happy to set up automated billing so payments are one less thing to think about.

Residential Cleaning Policy

Preparation Guidelines

To help us clean efficiently, please declutter surfaces and floors before our arrival. If you'd like us to clean inside appliances or perform add-on services, let us know during booking. 🧹

Pets And Kids

For safety reasons, pets should be secured and children supervised during service

Access to Property

To avoid delays, please ensure we have clear access to the property at the scheduled time. If our team is unable to enter within 15 minutes of arrival and cannot reach you, this may be treated as a cancellation ⌛.

Payment

Payment is due upon completion of service 💸. We accept e-transfers, credit/debit cards, and direct deposit. We do not accept Cheques/Cash Payments. For clients on recurring plans, we can set up secure, automatic billing for convenience 🧾. All payments are processed securely and receipts are available upon request.

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