Business Policies
Terms and Conditions
- Terms and Conditions
Preparing for service
We ask that all clients prepare for our arrival by organising items on surface that need cleaning. This includes moving laundry, shoes, dressers and beds. This will ensure that we have time to complete quality cleaning. Anything that would be considered hazardous be removed prior to our arrival. In addition, make sure anything of sensitive nature, valuable, or breakable items are put away.
We require a clear path to perform our work efficiently. If a key or entry code is required, it is the customer’s responsibility to ensure that we have access in a timely manner. If we are unable to access the property or perform the services due to obstructions, you may be charged a partial service fee.
Working in your home
Our cleaning teammates need to be able to work without distractions. Every effort is made for our cleaners to work safely, but we cannot assume liability for safety of others while cleaning your home and business. This includes children and pets.
It is the customer’s responsibility to provide accurate information regarding the condition of the property, such as size of the lawn, cleaning or any special cleaning requirements, preference, or areas of concern.
If for any reason a cleaning teammate of Ezika-Nzima Services feels that their safety is in danger enough to leave the job site due to actions by client, client's guest or animals, the client will be liable for the full cost of the service.
Distractions
It is important for us to have access to every area of the home that we will be cleaning. In doing so, we need to work freely and without distractions. Excessive conversation (beyond cleaning instructions and light conversations) prevent us from being 100% focused. Every effort is made to work safely and cautiously we cannot assume liability for injury to others. We kindly ask that you, your children and pets remain out of the rooms that we are cleaning in order to prevent safety hazards (contact with cleaning products, tripping over caddies, vacuum cords, ect.)
We understand the desire to make sure that cleaning is completed to your expectations. However, please give our team space to do their work. We appreciate you keeping your distance while our team cleans.
Pets
For most of us, meeting your friendly pet is the highlight of our work day! However, for their own safety and the safety of our cleaning teams, please put your large or small pets in a secure area of the home or garage.
Breakage / Damage
It can happen when you least expect it! Our team takes great care when cleaning your home but occasionally accidents do occur. If you notice any breakage or damage, please notify us immediately so that we can take appropriate action. Ezika-Nzima Services can assume no liability for damages due to pictures not hung securely, items with unstable bases, floating shelves, items not secured properly, or damage that is caused by "normal wear or tear"
Glassware and items of extreme value or sentimental value should be cleaned by the client. If any damage or perceived damage is noticed after the cleaner has left, the customer must notify Ezika-Nzima Services within 24 hours. If the item is less than R300 Ezika-Nzima services will cover the replacement cost. Items of greater value will be submitted to insurance for processing. The client needs to save the broken item for Ezika-Nzima Services to inspect and provide original receipt and/or verify replacement cost.
Clients should point out any existing damage during the walk through and before service begins. The customer agrees to hold Ezika-Nzima Services harmless for any damage or accidents that occur because of conditions beyond our control, including but not limited to existing property damage or pre-existing conditions.
We take reasonable precautions to avoid damaging property. However, Ezika-Nzima Services is not responsible for pre-existing damage or issues hidden beneath soil or turf (e.g., underground sprinkles, pipes, or rocks)
Any damage caused directly by our actions will be repaired or compensated for in a manner agreed upon by both parties.
If we are responsible for damages to your home or items in your home, we will send a message to you on the day of the cleaning. We make every attempt to repair, replace or pay for any items that we have damaged.
We will not assume liability for pre existing damages or ill repair, including, but not limited to: scratches, dings, in windows, paint, furniture, floors, walls, etc. or items not secured properly before our arrival.
All surfaces (eg. marbles, granite, hardwood floors ext.) are assumed to be sealed and ready to be cleaned without causing harm/damage when common cleaners are used. Any speciality cleaning solutions used on the marble and other porous stones will need to be requested in writing prior to your quotation and first service date.
Safety
Our number one concern is for the safety of our clients and our cleaning teams. Any heavy or large furniture must be moved away from the walls in order to clean behind them. Our cleaning team will not move furniture, in order to prevent damage and remain safe.
Ezika-Nzima Services staff will be provided PPE.
No unfair solicitation of employees
Ezika-Nzima Services, we are proud of our wonderful employees, and we put a lot of time, money, and effort into recruiting, hiring, and training only the best people. Please note that our employment contract prohibits employees from accepting private work for Ezika-Nzima Services. Any person or company that will solicit our employees will be fined a fee of R5000. Please do not solicit our employees for side jobs or direct hire outside of this contract. Not only does this place our employees in an awkward situation, but it is also unfair to our small business.
- No Cash/ cheques is acceptable in our premises- Means of payments are electronic transfer or bank deposits that will be accepted, please ensure that you capture your initials and Surname as your reference. Once payment is done forward us proof via WhatsApp or email. Payments without references will not be Ezika-Nzima`s responsibility to trace them especially if you do not have proof. No monies to be payed to an employee, service is payed for through the company.
- Payments- Customers to ensure that service is paid for in full and in advance for all days that service will be required. As for our regular/permanent customers all payments are due by the 3rd of each month and invoice for the new month is issued. To avoid suspension of service also ensure that invoices are all paid for by the 3rd of each month.
- Due payments- in an event that a debt/ placement fee is not paid timeously, the customer will be liable for interest of 5% per month from the invoice date, as well as all tracing and or legal costs incurred by Ezika-Nzima Services.
- Bookings/cancelations- Should you wish to hire the same employee, please make arrangement with Ezika-Nzima and not with the employee since s/he might be assigned to another customer/job. Customer will be charged a fee of half the daily tariff if an order is cancelled after 2pm on the day prior to the employee being assigned. Service will be scheduled based on availability and agreed upon in advance. If a signed /confirmed agreement is cancelled after booking with Ezika-Nzima Services for whatever reason the client is liable for a R500 cancellation fee. If you need to reschedule or cancel a service, please notify us at least 24 hours in advance to avoid cancellation fee.
- Working hours- Monday to Friday 8h00 – 16h00, Saturday 8h00 to 16h00 with a 30 min lunch break. Sunday and public holidays (an additional fee is charged to customers for these special days) 8h00 to 15h00 with 30 min lunch break. Special condition working hours apply to other services, Caregiver, Nanny/Babysitter.
- Spring cleaning- No guarantee is given that the entire area will be finished after 1session, depending on size and time spent on all job & movable items. No guarantee is given that all stains and spots can be removed, depending on age and severity. Ezika-Nzima Services provide their own detergents, chemicals and equipment’s for spring cleaning, but should you prefer we use your own equipment’s you more than welcome.
- Permanent placement- The company does offer permanent placement at a once off fee of R3000 inclusive is a non-refundable deposit of R1000, please do not offer our staff permanent employment. If you are a regular client with an existing contract and have a regular cleaner and you wish to take a specific employee as your permanent staff do, make a request with the company at a fee of R2500. Customers are urged not to abuse this condition, In a case where a customer existing/previous customer purposefully conceal the fact that Ezika-Nzima staff member has been privately employed by that customer on a fulltime or casual basis whether that employee has resigned, absconded, dismissed or hired by a competitor within a 3 months period since that employee worked for Ezika-Nzima Services, The company will charge a full placement fee of R5000.This practice is Unethical and constitute breach of contract or agreement which might lead to legal steps takin against you. Ezika-Nzima Services has a right to investigate should it suspect any unethical behaviour.
- Nanny/Babysitter/after care -Minimum booking hours for all 3 services are 3hrs should you need a babysitter for less than 3hrs you will still be required to pay a full price. Babysitter or a Nannies main job is to look after a child cleaning will be an addition when a baby is asleep depending on the age and the routine agreed on between our employee and a client. Should you need cleaning services please do contact the company for those services.
- Caregiver- The care givers job is to look after ill, disable, young or adult they are not cleaners or doctors. Please provide them information of what is expected of them, the routine that should be followed. The customer provides all the necessary equipment’s/material that may be needed for the person that is being looked after. For example, should a patient become critical while the care giver is there a customer must provide some means for our staff to be able to call an ambulance or arrange for a patient to get help.
- Termination of Service- Either party may terminate services at anytime with a 15 days’ notice. Outstanding payments will be due immediately upon termination.
- Indemnity- Our staff are screened & trained to provide a professional standard of work and responsibility; however, we accept no liability for damages or losses. Ezika-Nzima Services will supply necessary info if theft is suspected. The customer must report all incidents with Ezika-Nzima Services in the case of theft, a customer being a victim must lay charges with SAPS. The customer also indemnifies Ezika-Nzima Services against any claim which might arise. Ezika-Nzima Services does not accept any liability for any act or omission or delict which might result in loss of, or damage to, your property.
- Dispute Resolution- In the event of a dispute, both parties agree to make a good-faith effort to resolve the matter through direct communication. If the dispute cannot be resolved through discussion, both parties agree to engage in mediation or arbitration before seeking legal action.
- Surety- Should a customer be a small, medium business, sole trader, close corporation hereby binds him/herself in his/her personal capacity as a surety for Co-Principal debtor in solidum with the customer of all his or her/its obligations under this agreement.
- Amendments- We reserve the right to modify or update these terms and conditions at any time. All changes will be communicated in writing or through our website.
Ezika-Nzima Services comply with the KYC policy we need to know people we are doing Business with. For individual person we require ID Book/Card for Self-employed we need company registration documents.
Client privacy
Your privacy is very important to us. Confidential includes but is not limited to client names, contact information, addresses, alarm and door codes, any other details about clients' properties or their content. We will jot share the client information for any reason other than internal business dealings. Although we may take photos of your home for documents.
Our service guarantee
We belive that kind, respectful, and clear communication builds healthy working relationships. We hold ourselves to the highest standards of character and integrity and expect the same from our clients.
We want you to be absolutely delighted with the cleaning service! We take pride in our work and offer a 100% satisfaction guarantee.
These guidelines have been put in place to provide a safe environment for our cleaning teams and set clear expectations with our clients so that we can continue to make your home sparkle for years to come!
By engaging in our services, you acknowledge that you have read and understood and agree to these terms and conditions.