Service Level Agreement

1. Introduction

This Service Level Agreement ("SLA") sets out the standards of service that Antofem Worldwide Cleaning Services ("Antofem", "we", "our") commits to providing clients ("you", "your") across all residential, commercial and specialty cleaning engagements in the Greater Ottawa area.

By booking a service with Antofem, you agree to the terms below.

2. Service Tiers

Antofem offers four service tiers. Each tier has a defined scope, service time and pricing range.

3. Service Standards

• Response Time: All booking enquiries and messages are acknowledged within 24 hours.
• Punctuality: Crews arrive within the agreed time window. If we're delayed, we call ahead.
• Professionalism: Uniformed, identifiable staff trained to Antofem SOP; respectful of your property and privacy.
• Quality Assurance: A supervisor spot-checks each completed service. Any issue reported within 48 hours triggers a complimentary re-clean.
• Safety: Eco-friendly, pet-safe products. Compliant with Ontario workplace safety and WHMIS standards. Bonded and insured.

4. Pricing Summary

Tier	Price (pre-tax)	Service Time
Basic	$80 – $150	2 – 3 hours
Premium	$150 – $300	3 – 5 hours
Gold	$300 – $600	5 – 8 hours
Platinum	$600 – $1200	8+ hours / team

Final pricing is confirmed at booking based on property size, condition and scope. All prices are pre-tax.

5. Common Add-ons

• Interior windows and tracks
• Inside fridge / oven / microwave
• Inside cabinets and drawers
• Laundry and linen change
• Carpet shampoo and upholstery steam
• Arborist / yard clean-up
• Pressure washing

6. Terms & Conditions

• Booking confirmation: All bookings are confirmed by Antofem within 24 hours.
• Cancellation: 24 hours' notice is required for free cancellation or rescheduling. Inside 24 hours a small scheduling fee may apply.
• Access: Clients are responsible for providing safe access to the property (keys, codes or presence on site).
• Payment: Due upon completion; e-transfer, credit card or cheque for commercial accounts. Recurring invoicing available.
• Satisfaction Guarantee: Report any issue within 48 hours for a complimentary re-clean.
• Loyalty: Discounted pricing after every 5 patronages.
• Liability: Antofem is bonded and insured. Items of extraordinary value should be disclosed in advance.