1. SUBSCRIPTION

Paused subscription
It is predicted that you may need to be away for travel or other reasons. We’d love to be notified at least two days before unavailability, with the following information:

1. Start date of the pause period (This can be done via your customer dashboard)
2. End date of the pause period  (This can be done via your customer dashboard)

We’d confirm your message and have your service paused for at most a period of one (1) to four (4) week in a quarter and upon notification of availability, the cleaning schedule would resume as normal.

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

2. BOOKING

Cleaning Appointment
We’d ensure that Cleaning Pros get to the client’s home on time. We expect that at the point of booking, the customer must specify if they’ll be at home or if there’s a doorman to let the Pros in. Pros are expected to wait for at least 40 minutes. In a case where the Pros are not attended to after 40 mins, They will be assigned to another cleaning service. 

Please note, all customers are required to put away valuable items before cleaning appointments.

Rescheduling
We kindly remind you of your service schedule twenty-four (24) hours before the day via email or text message. On this notice, you can confirm the schedule or make changes as you see fit. No response from you indicates confirmation and your service will occur as scheduled/communicated. 

PLEASE NOTE – Customers are entitled to cancel or reschedule the service by giving a written notice of up to twenty-four (24) hours before the service start time. No processing fee will be charged upon receipt of a valid prior written notice for cancellation of the service. In the event of a cancellation done upon visit, a processing fee of 17% shall be further charged the total billing value would be charged. 

For Fichaya Lite package, upon visit for the scheduled cleaning appointment and the customer fails to let the Pros in in time, the cleaning session will be forfeited. 

Cancellation and Refund Policies
Fichaya is designed to allow flexibility. As a company that prioritizes customer satisfaction, our goal is to promote a consistent experience for our customers and give value in return.

Therefore, we understand that plans can change quickly, not providing appropriate notice causes professionals to lose valuable work. We have created this policy guideline to ensure that all losses are mitigated properly by all parties involved — Customer and Fichaya.

Booking Slots for One-time Regular and Subscription Cleaning
At Fichaya there are two cleaning slots per day which are 9 am and 2 pm. Any selected time slot outside the 9 am and 2 pm time slot will attract an extra service charge of twenty percent (20%)

Booking for a Cleaning on Sundays
Booking a cleaning for Sunday attracts a an extra charge of thirty percent (30%)

Instant Bookings
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.  

Lockout Policy
We know you lead a busy lifestyle, and your schedule can change on a dime, but if the cleaning associate is unable to carry out the booking, they end up losing valuable work and spending time and money on transportation.

In the circumstance that our cleaning associate is delayed, sent away or locked out from your home between these hours, you will be charged 17% of the booking fee. However, we will make every effort to work within the time frames requested.

3. CLEANING REMINDER

All cleaning reminders must be acknowledged. Failure to do so means the cleaning will still go on as booked and planned, and the associate would be sent. If the associate is not allowed in and the cleaning needs to be rescheduled a 30% penalty fee will be collected. If it is a FICHAYA LITE cleaning, it will be forfeited.

4. SERVICES & WHAT TO EXPECT

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.

 

Cleaning Activities covered under One-time and Subscription Cleaning

5. PAYMENT TERMS

Service Fee
The prices of the services are in accordance with the valid price list as listed on the Company website, unless otherwise has been agreed in the specific terms between the Customer and the Company. Therefore, 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), 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.

Furthermore, the Company reserves the right to change prices. Any change in the price list will be notified to the Customer in writing 30 days before the introduction of 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.

 

Automatic Renewal
We advise that booking payments be made using the card payment option. By accepting this Agreement, you are giving Fichaya (or a third-party payment processor on Fichaya’s behalf) permission to charge your on-file credit card, debit card, or other approved methods of payment for fees that you owe Fichaya. Depending on the transaction you selected or services requested, Fichaya may charge you on a one-time or recurring basis. 

You agree to pay all charges incurred by users of your credit card, debit card, or other payment method used in connection with a purchase or transaction or other monetary transaction interaction with Fichaya at the prices in effect when such charges are incurred. In the event that you’d like to stop the automatic payment, kindly reach out to our Relationship Management team.

 

Reusable Payment Links
Payment links sent to customers to make payment for a service may be reusable as far the service is the same type and plan. 

 

Upfront Payment for their subscription plan
Customers can pay upfront before the monthly subscription for cleaning  begins. This ensures uninterrupted service delivery. Six (6) months upfront payments attract a up to 5% discount.

 

Bank Account
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 types.

 

Taxes

Nigeria:
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. 

 

United States of America (U.S):
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. 

 

Tips
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.

 

 

6. CLEANING PROS

We are very keen on safety and trust, so we put in a system that scrutinizes our staff, ensuring that you are made comfortable with us sanitizing your facility without an iota of distrust. They’re all assigned based on bookings. Customers are allowed to prefer certain cleaning Pros, however, every Cleaning Associate may be  reshuffled every 3 months for quality assurance purposes. All customers are required to put away valuable items before the cleaning pro comes to your home and cleaning starts; and  ensure everything else looks good and in place before our cleaning pros  leave the premises.

 

PLEASE NOTE- Customers are required to treat every cleaning pro with the utmost respect.

 

 

7. FICHAYA LITE

Fichaya 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.

 

8. ADD-ONs

Fichaya services offer Add-ons that can enhance Customer satisfaction. Upon booking for a Regular cleaning service on Fichaya.com, a cleaning checklist appears. This checklist ensures the customer understands what the service entails. Add-ons (Oven, Fridge, Windows) are not part of the Regular cleaning services rendered but can be paid for via the booking platform.

Finally, We at Fichaya will continue to aim at providing a conducive environment that makes people productive and comfortable, as well as ensure all our customers enjoy the best customer service.

 

9. THEFT & DAMAGES

Unfortunately, unforeseen situations may occur in our line of work and Fichaya 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- 

1. Damage worth of N50,000 household items caused by an associate in the process of cleaning.
2. Theft of money/items located in the assigned cleaning location by an associate in the process of cleaning.
3. Any other claims aside from those stated are not covered by the success pledge.

 

Terms and Conditions 

In order to be eligible for payment under Fichaya’s success pledge, clients must comply with the following:

1. You must have paid the success pledge of N1,000 as part of their booking.
2. 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]
3. The booking and associate must have originated, been paid for and assigned from our platform.
4. You must put in a request for the claim within two weeks of service that gave rise to the claim.
5. You must not have violated our Terms of Service 
6. Your account does not owe any debt to Fichaya

To make a claim kindly contact your relationship manager via our support lines +2348173602446 and send an email to homes@fichaya.com.

As part of our assessment process, once claim is made, the following might be required of you:

1.  Protect damaged property that is basis of claim from further damage
2.  Assist or allow Fichaya agents to make photographs, copies or recordings of anything related to the claim
3.  Allow Fichaya or its insurers inspect anything relating to the claim 
4.  Accept repairs from Fichaya first.
5.  Submit requested materials as outlined by our support/resolution teams.

An investigation will be carried out and upon completion, if Cleaning Pros are proven to be guilty, a refund will be processed up to N50,000 for damages and theft. Repairs will be considered first for damages before replacement unless not applicable.

N.B. Losses due to theft without a valid police report indicating Cleaning Pros definite involvement will not be acknowledged.

 

10. SEXUAL HARASSMENT

Fichaya provides a work environment that is free from sexual harassment. This policy extends to Fichaya’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:

1. a) Unwelcome sexual advances, requests for sexual favours, or other verbal or physical conduct of a sexual nature.
2. b) Making offensive comments or jokes of a sexual nature.
3. c) Sharing sexually explicit images or messages.
4. d) Touching, grabbing, or otherwise making physical contact of a sexual nature.
5. e) Stalking or threatening behaviour, especially of a sexual nature.