What happens when you book a service online?
You enter an agreement based on trust and clear expectations. At cleansy, our Terms of Service are written to protect both your property and our operational integrity. We don't hide behind legal jargon; we define exactly how we handle access, payment, and accountability for every cleaning session in Bogotá.
These terms govern your use of cleansy.world and all booking interactions. By scheduling a service, you agree to these specific operational parameters designed for the realities of urban property management.
Access Protocols & Liability Boundaries
Key Handover & Security: For residential units in buildings like Edificio Aulas or similar complexes in Chapinero and Usaquén, we require a physical key or confirmed doorman instruction at least 24 hours prior to the scheduled slot. We do not accept liability for lock-outs resulting from keypad malfunctions or security system changes initiated by building management during the service window.
Pet Policy & Allergens: cleansy crews are trained to work around pets, but we require disclosure of animal presence prior to booking. If a pet poses a safety risk, service will be terminated without refund. We use hypoallergenic products as standard, but deep cleaning for specific allergens requires a "Deep Clean" package upgrade and advance notice.
Damage & Incident Reporting: We carry insurance covering accidental damage caused by our personnel up to COP 5,000,000. Any breakage or damage discovered during the cleaning must be reported within 4 hours of service completion via WhatsApp (+57 314 813 1851) with photographic evidence. Claims outside this window cannot be processed.
Valuables & Privacy: We ask clients to secure jewelry, cash, and sensitive documents. While our staff is vetted and trustworthy, cleansy cannot be held responsible for the disappearance of unsecured valuables. We strictly prohibit staff from opening safes, locked cabinets, or entering designated private study zones unless explicitly authorized in writing.
The Cancellation & Payment Ledger
Cash flow in Bogotá is dynamic. We've built a payment structure that respects your schedule while protecting our crew's paid time. Below is the decision matrix for schedule changes and payment types.
Notice Windows
- 24h+ Notice Free Reschedule
- 12-24h Notice 50% Fee
- < 12h Notice 100% Charge
Payment Methods
- Nequi/Daviplata Preferred
- Bank Transfer (PSE) 24h Clearance
- Cash (COP) Exact Change Only
Late Arrival
Traffic delays are expected. We offer a 15-minute grace period. After 15 minutes, a waiting fee of COP 5,000 per 15 minutes applies. If we are more than 30 minutes late without prior SMS notification, your service fee is waived by 20%.
The "Clean Handover" Standard
A service is not complete until the keys are returned and the space is verified. We operate a strict "Clean Handover" protocol. Upon arrival, we document the condition of high-traffic areas (floors, counters, bathrooms). This timestamped log serves as the baseline for our work.
If you are present for the handover, we will walk through the space together. If you are absent, we will send the log via WhatsApp and secure the premises. Disputes regarding cleanliness must be raised during the handover or within the 4-hour reporting window mentioned in Section 2.
Dispute Resolution & Jurisdiction
Internal Escalation
We prioritize resolution over conflict. All complaints regarding service quality, billing errors, or personnel behavior must first be directed to [email protected] with the subject line "Dispute: [Booking Reference]". We commit to a response within 48 business hours. Most issues are resolved via a follow-up visit or a partial credit.
Trade-off: We value speed over formalities. Skipping the email step and posting public reviews before allowing resolution may impact our ability to offer remediation, as we prioritize direct client communication channels.
Governing Law
All interactions with cleansy.world and bookings performed in Bogotá, Colombia are governed by the Commercial Code of Colombia and local consumer protection statutes. Any legal proceedings must be filed in the competent courts of Bogotá, D.C.
Realistic Constraint: We are a local operation. While we maintain insurance, we cannot engage in prolonged legal disputes. Our goal is always an amicable settlement based on the documented evidence (photos/logs) provided at the time of service.
What Changes Our Mind?
We operate on evidence. If a client provides clear photo/video proof of missed areas or damage within the 4-hour window that contradicts our internal logs, we immediately authorize a re-clean or insurance claim. Conversely, if a client denies access or reschedules last-minute multiple times, we reserve the right to alter the service terms to "Deposit Required" for future bookings.