Welcome to My Runna, your trusted partner for professional cleaning services. We are committed to providing a seamless and reliable experience for our valued customers.
This Customer Policy outlines important terms and expectations when using My Runna’s platform.
By accepting and agreeing to a service provided by us, the client agrees to accept My Runna’s general terms and conditions listed below. These terms and conditions, together with our email or letter of confirmation and our cleaning schedule, constitute the entire agreement between the parties, and no other representation or statement, whether oral or written, shall be binding upon the parties. If you are unsure about any point in these terms and conditions, please contact us for clarification. Your statutory rights are not affected. In the event that this policy changes, we will notify you in writing.
Booking Services
1. Service Requests: You can book cleaning services through our website or mobile application. You must provide accurate and complete information about your cleaning needs, including the type of service (standard or deep cleaning), the number of rooms, and any specific instructions. You can choose between standard or deep cleaning, one-time or subscription-based appointments.
2. Booking Confirmation: Once your booking is confirmed, you will receive a notification
containing details of your scheduled cleaning, including the date, time, and assigned cleaning agent.
3. Pricing: Our pricing is transparent and will be communicated to you before confirming your booking [displayed on the payment modal for your confirmation]. Prices may vary based on the size of your space, the additional services required, or your location.
4. Payment: You agree to pay the quoted amount for the services requested. Payments can be made through the payment methods accepted on our platform. Additionally, the Company retains the right to change rates. Any changes to the rate list may be communicated in writing to the customer 30 days prior to the imposition of new fees.
Booking Options
5. One-Time Cleaning: You can schedule a single cleaning session for a specific date and time.
6. Regular Cleaning (Subscription): For your convenience, we offer subscription-based cleaning services. By subscribing, you agree to regular cleaning appointments as per your chosen schedule. Subscription services will be billed automatically.
Slot Reservations and Fees at My Runna
There are two cleaning sessions available each day at My Runna, at 9 a.m. and 2 p.m. Please specify this in the note section of your booking page if, for any reason, you will not be available during the times we have allotted for you to check in and out between 9 a.m. and 4 p.m. If you need our assistance after these times, we won’t be able to.
Services and What to Expect
7. Standard Cleaning: Our standard cleaning service covers routine cleaning tasks, including dusting, vacuuming, mopping, and surface cleaning in all living areas.
8. Standard Pro Cleaning:
9. Deep Cleaning: Deep cleaning includes a more thorough and comprehensive cleaning of your space, including hard-to-reach areas, appliances, and fixtures.
10. Customized Cleaning: You can customize your cleaning requirements to address specific needs or preferences. Please communicate your expectations during booking.
11. Service Quality: My Runna is committed to delivering high-quality cleaning services. Our professional cleaning agents are trained, experienced, and equipped with the necessary tools and eco-friendly cleaning products.
12. Quality Assurance: My Runna is committed to delivering high-quality cleaning services. If you are not satisfied with the service provided, please inform us within [Insert Timeframe] hours of the service completion, and we will reevaluate and, if necessary, reperform the service at no additional cost.
Cancellation and Rescheduling
13. Cancellation Policy: If you need to reschedule a booking, please do so at least 24 hours before the scheduled appointment to avoid cancellation fees.
14. Cancellation Fees: Late cancellations may incur a cancellation fee. The fee amount may vary based on the notice period and service type.
Late Scheduling: Any notice received less than 24 hours before the scheduled appointment time will attract a cancellation fee of 20% of the original sum paid for the service. In the event of a no-show during the time of service delivery, that is, at the time of service delivery, if after waiting for you for 30 minutes, you’re not present, a reschedule will attract a rescheduling fee of 25% of the original sum paid for the service to be delivered.
Failure to pay either the cancellation or rescheduling fee will result in an impasse where My Runna is unable to deliver the service paid for. As such, My Runna will proceed to deduct its cancellation or rescheduling fee (as the case may be) and initiate a refund of the balance.
In the event a customer decides to change their mind after booking our service and cancels the paid service, My Runna will deduct its cancellation fee and make a refund on the money paid for the service.
15. Same Day Rescheduling: We at My Runna know that occasionally unanticipated events can interfere with your plans. We respectfully ask that you give us at least 24 hours’ notice if you need to reschedule a cleaning service for the same day as your appointment. This enables us to quickly change our schedules to meet your needs and do it with the least amount of disturbance to our staff. We value your cooperation in assisting us in giving all of our esteemed clients the greatest cleaning experience possible.
16. Immediate Bookings
A 20% surge fee is applied to instant bookings, which can be made at any time of the day up to 1 p.m. A same-day instant cleaning reservation must be made no later than 4 p.m. Please note that the cost is charged for “Instant Bookings,” which are reservations made for the next day after 5 p.m.
17. Short Notice:
We recognize that plans can change, and we’re here to accommodate your needs. If you wish to reschedule your cleaning service with more than 24 hours notice, please contact us as soon as possible, and we’ll be happy to assist you in finding a suitable alternative appointment. We appreciate your understanding and look forward to continuing to serve you with flexibility and convenience.
18. Sunday Cleaning Reservations
As long as we have agents accessible to deliver your service, there are no additional fees for scheduling a cleaning service on Sunday.
19. Missed Appointment:
We understand that unexpected situations can arise, and if you miss your scheduled cleaning appointment, please contact My Runna at your earliest convenience to reschedule. We appreciate your commitment to maintaining a clean and healthy space, and we’re here to ensure your cleaning needs are met conveniently. Please note that additional charges may apply for missed appointments. Thank you for choosing My Runna, where your satisfaction is our priority.
If you fail to inform us of a missed appointment, an additional charge of 20 percent will be applied. If the 20 percent charge is not settled, the refund issued will deduct a 20 percent fee for the inconvenience.
20. Refund
At My Runna, we are committed to providing excellent cleaning services to our valued customers. We understand that there may be circumstances where you need to make changes to your service booking or request a refund. This Refund Policy outlines the terms and conditions under which refunds will be issued.
Refunds for Overpayments or Service Changes:
21. Overpayments: If you have made an overpayment for a service, My Runna will issue a refund for the excess amount. The refund will be processed within 14-21 business days using the original payment method used.
22. Service Changes: If you have chosen the wrong service and wish to change it before the scheduled appointment, My Runna will accommodate your request. Any difference in service charges will be adjusted accordingly. Refunds for service changes will be processed within 14-21 business days using the original payment method used.
Refunds for Cancellations:
23. Cancellation Fee: If you decide to cancel your cleaning service booking for any reason, My Runna will refund the amount you paid for the service, minus a cancellation fee of 20% of the total service cost. This cancellation fee helps cover administrative costs associated with processing your booking and subsequent cancellations.
24. Processing Fee: My Runna utilizes third-party payment processors for online transactions. These processors may charge a processing fee for refunds, typically in the range of 1%-1.5% of the refund amount. This processing fee will be deducted from your refund.
25. Requesting a Refund:
To request a refund or make changes to your service booking, please contact My Runna’s customer support at support@cleanrunner.com.ng. Be prepared to provide your booking details and the reason for your refund request.
26. Refund Processing Time:
Refunds will be processed promptly, but the time it takes for the refund to reach your account may vary depending on your financial institution and the payment method used. Generally, refunds will be issued within [number] business days from the date of your refund request.
27. Policy Updates:
My Runna reserves the right to update or modify this Refund Policy at any time. Any changes to the policy will be effective immediately upon posting on our website. We recommend reviewing this policy periodically to stay informed about our refund practices.
If you have any questions or concerns about this Refund Policy, please contact us at support@myrunna.com
PS: Refunds requested for reasons other than those mentioned in this policy will be handled on a case-by-case basis.
Customer Responsibilities
28. Access: Ensure our cleaning agents have safe and unobstructed access to your premises.
If you have pets, secure them during the cleaning process.
29. Supplies: Clients are expected to make provisions for their cleaning supplies for Standard and Standard Pro cleaning services. In the event that a deep cleaning is requested, Clean Runner will provide extra cleaning consumables to enhance the deep cleaning experience.
Below are the items clients are expected to have available in their homes or spaces to ensure a
good cleaning experience:
- Toilet cleaners
- Vim (scouring powder)
- Mops
- Buckets
- Sweepers
- Packers
- Bin nylons
- Napkins
- Liquid soap
30. Valuables: Secure your valuable items before our cleaning agents arrive.
Cleaning Reminder
31. Scheduled Cleaning: We will send you reminders and notifications before your scheduled cleaning appointment to help you prepare for the service.
Payment Terms
32. Payment Methods: My Runna accepts various payment methods, including credit/debit cards and mobile payment options. Payments are processed securely through our platform.
33. Payment Schedule: For subscribers, payments are processed according to the agreed-upon schedule. One-time service payments are processed at the time of booking.
34. Automatic Renewal Notice
We advise using our card payment option to make payments in order to guarantee a smooth booking experience. Accepting this Agreement authorizes My Runna (or a third-party payment processor working on its behalf) to bill any fees payable to My Runna to the credit card, debit card, or other approved payment method saved in your account. Depending on the exact transaction or services requested, these charges may be made either once or often.
You must pay all charges made to your credit card, debit card, or other preferred payment method for any transactions or interactions with My Runna, at the rates in effect at the time of such charges. Please get in touch with our Relationship Management team if you want to stop making automatic payments, and they will help you out as needed.
35. Thefts and Damages
At My Runna, we prioritize the safety and security of your property. Our cleaning staff will conduct themselves with the utmost professionalism while in your home/space. In the unlikely event of theft, loss, or damages occurring during our cleaning service, you’ll need to notify our office within 48 hours of when the appointment is completed, either by email [support@myrunna.com] or by phone [07015435207], provide us with a photo of the damages, and be available to be contacted. We have measures in place to address these situations fairly and transparently.
36. Client Responsibilities:
- We encourage clients to store valuable or fragile items securely or inform our cleaning agents about any special considerations before the service.
- Clients should promptly report any damage or loss to My Runna within 24 hours of the
cleaning service.
37. My Runna’s Commitment:
- We conduct rigorous background checks on all our cleaning agents to maintain a trusted and professional team.
- We maintain liability insurance to cover accidental damages caused by our cleaning agents while on duty.
38. Claims Process:
- Upon reporting damages or loss, My Runna will initiate an investigation.
- If our cleaning agent is found responsible, we will work with the client to repair or replace the damaged item or provide appropriate compensation.
- If the client’s claim is validated, My Runna will promptly address the issue.
39. Limitations:
- I. My Runna is not liable for damages arising from pre-existing conditions or poor structural conditions of the property.
- We do not cover cash, jewelry, or items of significant value unless they are secured and specified by the client before the cleaning service.
- In cases of disputed claims, My Runna and the client may agree to seek mediation or arbitration.
Sexual Harassment
40. Zero-Tolerance Policy: My Runna has a zero-tolerance policy for sexual harassment. Our cleaning agents are trained to maintain a professional and respectful demeanor at all times. If you experience any form of harassment, please report it to My Runna immediately, and appropriate action will be taken.
41. Respectful Treatment of Our Runners
We kindly request that all our valued customers extend the same respect to our Cleaning Agents. This encompasses refraining from engaging in any form of sexual harassment, whether it be through verbal expressions, physical actions, or visual means.
Instances of sexual harassment directed towards our Cleaning Agents may encompass various behaviors, such as:
a) Unwanted advances of a sexual nature, requests for sexual favors, or any verbal or physical actions that possess sexual connotations.
b) Making offensive remarks or sharing jokes with sexual content.
c) Distributing sexually explicit messages or images.
d) Engaging in any form of physical contact with sexual undertones, including touching or grabbing.
e) Engaging in stalking or using threatening behavior, particularly of a sexual nature.
Customer Satisfaction
42. Feedback: We value your feedback and use it to continually improve our services. Please take a moment to provide feedback through the My Runna platform after your cleaning appointment.
43. Concerns: If you have concerns or complaints about our services, please contact our customer support team. We will promptly address your concerns to your satisfaction.
Service Limitations
44. Scope: Our cleaning agents are not authorized to perform services that are illegal, unsafe, or outside the scope of our standard cleaning services.
Changes to this Customer Policy
45. Policy Update: My Runna reserves the right to update this Customer Policy at any time. Changes will be posted on our website, and your continued use of our platform constitutes your acceptance of these changes.
46. Indemnity
You agree, to the extent permitted by law, to indemnify, defend, and hold harmless My Runna, our affiliates, directors, officers, stockholders, employees, licensors, and agents from and against any and all complaints, charges, claims, damages, losses, costs, liabilities, and expenses (including attorneys’ fees) due to, arising out of, or relating in any way to your access to or use of the Services and your breach of these Terms.
47. Limitation of Liability
To the maximum extent permitted by law, My Runna and our managing members, shareholders, employees, contractors, affiliates, licensors, and suppliers will not be liable for any indirect, incidental, special, consequential, punitive, or multiple damages, or any loss of profits or revenues, whether incurred directly or indirectly, or any loss of data, use, goodwill, or other intangible losses, resulting from
(a) our provision of, failure to, or inability to render, and your access to or use of or inability to access or use, the services, or
(b) the unauthorized access, use, or alteration of your content, even if My Runna has been advised of the possibility of such damages.
48. Acceptance of Customer Policy
By using My Runna’s platform and services, you signify your acceptance of this Customer policy. If you do not agree to this policy, please do not use our platform or services. We look forward to serving you and ensuring a clean and comfortable environment for your space.
49. Contact Us
If you have any questions, concerns, or require assistance, please do not hesitate to contact My Runna’s customer support team:
My Runna Customer Support support@myrunna.com