Terms and Conditions of Service

This Terms and Conditions of Service was last updated on 02/08/2015, and it constitutes the full and complete Service Agreement between you, the Customer and onDemand Pro Services.

By hiring onDemand Pro Services either in a recurring basis or as a one-time service, Customer agrees with the following Terms and Conditions of Service:

Residential Services

Subject to the terms of this Agreement, onDemand Pro Services agrees to provide Services to the Customer at an address specified by the Customer and for such tasks as agreed between both parties at the time of the Appointment Request.

onDemand Pro Services will provide one or more workers, including sub-contractors, to service faithfully, diligently and in a timely and professional manner, the Customers Home and or Office at a time and date mutually agreed between onDemand Pro Services and the Customer.

If the Customer requires any changes to the Service to be provided or any additional services or variations at the time the Service is being performed, the Customer must first contact onDemand Pro Services by telephone, who may agree to provide the additional services or changes in its absolute discretion. The workers are not authorized to agree to any changes to the Service being provided, unless other arrangements have been made with onDemand Pro Services.

Customer Representations and Warranties

The Customer represents and warrants that:

  • It will provide a safe working environment at the Premises for the workers to perform the Services.
  • The Workers will have unencumbered and unobstructed access to those areas of the Premises requiring the Services.
  • It will provide the Workers with access to all services and utilities (including hot and cold water, electricity, and rubbish bins) as required by the Workers to provide the Service.
  • It will provide all usual and necessary equipment and materials required by the Workers to provide the Service, unless other arrangements have been made with onDemand Pro Services.
  • All equipment and materials provided by the Customer are safe, have not been tampered with and are in full working condition.
  • It will advise onDemand Pro Services prior to the commencement of the Service of any hazards, slippery surfaces, risks or dangers, ingrained dirt, grease or grime at the Premises.
  • It is authorized to use the Premises and obtain the provision of Service.
  • If the Customer requires the Workers to perform services behind or under any heavy items (eg. a fridge, bookshelf, or other furniture), it will move those items prior to the commencement of the Service.
  • It will secure or remove any fragile, delicate, breakable or partially breaked items, valuable items, including cash, jewelry, works of art, antiques, or items of sentimental value prior to the commencement of the Service.

No engagement of Workers

The Customer acknowledges onDemand Pro Services invests significant resources in recruiting, selecting and training its Workers. Unless onDemand Pro Services gives prior written permission, the Customer must not, directly or indirectly, engage, employ or contract with any Worker to provide Residential or Office Services to the Customer or any associate of the customer for any period during which services are provided by onDemand Pro Services or for a period within 24 months after the conclusion of any Service.

The Customer acknowledges that onDemand Pro Services may suffer loss and damage, including, without limitation consequential loss, as a result of a breach of this clause by the Customer.

Online or Phone Quotations

Any price quoted by our Instant Online Quote System or by Phone is estimated only. Such estimate is based on onDemand Pro Services experience, without inspection, and based on information provided by the Customer. These quotes are subject to inspection and or evaluation for final determination on pricing.

If at the commencement or during the course of providing the Services, it is apparent that the actual cost of the Service will exceed the quote provided by onDemand Pro Services, we reserve the right to provide the Customer with the option to pay an increased fee to complete the Services, or pay the quoted amount without the Service being completed.

Online Promotional Offers – House Cleaning Service

From time to time, onDemand Pro Services offer, through its Online Partners like Facebook, Groupon, Living Social, AmazonLocal, Eversave, DealYo and others, Promotional Discount Vouchers that entitles Voucher Holders highly discounted Service Sessions.

Service Sessions are specific to the Promotion being offered and it may vary from 1 to up to 10 Sessions of a certain number of Man Hours of Service.

The number of Man Hours of Service is also specific to each individual offer and it may vary from 1 to up to 20 Man Hours of Service. Regardless of the verbiage used on any Promotional Offer, the allocated time is always based in Man Hours of Service.

Promotional Offers

Depending on the Online Offer type, it may cover 1 (One), 2 (Two), 3 (Three) or up to 5 (Five) Man Hours of Professional House Cleaning Service per each session.

The number of Workers to be assigned to a particular job cannot be determined ahead of time, as it can be directly affected by the number of jobs assigned for the day, as well as the job location, property size and many other variables. The number of workers is always determined the day prior to scheduled services, when the Customer is always welcome to call to find out.

Regardless of the number of workers assigned, as mentioned above, each Service Session is based on a Number of Man Hours of Service, and the total time spent in a job, is calculated by dividing the total number of Man Hours purchased by the number of Workers. All details about the job along with Start Time and End Time is tracked by onDemand Pro Services software accessed by the workers on the field through appropriate devices.

In the event the job requires more time than what is covered by its voucher, customer understands and agrees to pay for the overtime along with any other fees for any specific task that requires additional payment. Any overtime is charged at our regular rate of $30.00 / Man Hour (per hour for each worker) and it’s billed in 1 Minute increments, according to onDemand Pro Services software tracking system.

Unless when is previously agreed, onDemand Pro Services standard charges are based on Man Hours of Service at a rate of $30.00 / hour. In addition to this rate, there is also a base charge which may vary based on Customer’s location or Service Address. This rate applies to any Customer serviced for the first time or any Customer enrolled in a Recurring Service in which the interval between services is greater than 30 consecutive days. These charges can be illustrated as follow:

onDemand Pro Services reserves the right to allocate as many Service Personnel as it finds necessary. The allocation of personnel is based on many different conditions including number of jobs for the day, home type, home size, Property location and etc.

Additional Services

Additional Services are provided for an additional charge and it includes carpets, windows and walls washing, hard surface steam cleaning, inside Oven and fridge cleaning, hand washing dishes, green or environmental friendly products cleaning, glass doors (additional) garage sweeping, basement cleaning, fireplace ashes removal and cleaning, grout cleaning, trash haul-away and other services. Restrictions apply to chandeliers cleaning.

Services Request (Online Voucher or Gift Card Holders)

Voucher or Gift Card Holders must redeem and request services through onDemand Pro Services web interface where the Voucher or Gift Card must be validated prior to scheduling services. This Web Interface can be accessed through a public web url – www.ondemandproservices.com/service-request/.

Online Quotes and Service Options

Quoted Rates for Recurring Services are determined based on Property Type, Size, number of Bedrooms, Bathrooms and some other details. Our online tool can provide an estimate but cannot confirm or be a proof of any commitment as a final in-home evaluation would be made necessary prior to any commitment. Our Online Quote Tool can be accessed through a public web url – www.ondemandproservices.com/quote/.

Cancellations or Reschedule requests

Cancellations or Reschedule requests must be placed online through our Web Interface. This Web Interface can be accessed through a public web url – www.ondemandproservices.com/contact/ or through a dynamic link that can be found on all e-mail correspondences.

Cancellation or Reschedule Requests must be placed outside a 48 Hours time window prior to scheduled service date. In the event that the Customer does not provide 48 hours notice prior to the commencement of the Service, the Customer agrees to pay a Cancellation / Reschedule fee of $60.00 which will be assessed to Customers account, including those holding a Promotional Voucher or Gift Card in which the cancellation will be assessed against its paid value, forfeiting and /or invalidating the voucher or Gift Card. Customer agrees to pay this fee as part of onDemand Pro Services administrative costs and loss.

Payment Terms

Unless other arrangements have been made, payments are due at the time of service scheduling or request. Scheduling can be made through Pro Master Web Interface or with a onDemand Pro Services customer Service Representative.

All Credit Card purchases made through Pro Master Web Interface or over the phone with a onDemand Pro Services Customer Service Representative are fully refundable as long as the request for refund is placed within 48 hours from payment processing, otherwise a flat fee of $25.00 will be applied against the refund amount to cover administrative costs.

In the event that onDemand Pro Services had agreed to receive payment at the time of service, and for some reason, such payment has not been made, onDemand Pro Services will use reasonable methods to contact the Customer for payment, including e-mail messages. In the event that onDemand Pro Services is unable to reach the Customer or payment is not made at the time of service, the Customer will be subject to pay an additional late fee of $15.00. This fee will be assessed to Customer’s account and due immediately.

Pre-paid Service Options

Customers who pay for services in advance are entitled to a discount according to the number of sessions purchased, as follow:

  • 05 Prepaid Sessions – 03% off of regular rate (Limitted to $300)
  • 10 Prepaid Sessions – 05% off of regular rate (Limitted to $300)
  • 15 Prepaid Sessions – 7.5% off of regular rate (Limitted to $300)
  • 20 Prepaid Sessions – 10% off of regular rate (Limitted to $300)

Pre-paid Sessions of Service are subject to the same rules and limitations described above. The Quoted and Agreed Price to service Customers Property is also limited to a certain number or Man Hours, which again, can vary between 3 to 8 Man Hours. Customer acknowledges and understands that any time spent above this limitation will be due and charged to Customer in an hourly rate of $30 / man Hour, billed in 1 minute increments, according to onDemand Pro Services software tracking system used by its workers where start and end time are logged and documented in the system.

In the event Customer decides to cancel a pre-paid service agreement, the respective discount and any courtesy credits are voided and a fee equals to Customer’s current rate will be charged to Customer’s account to cover Pro Master expenses on managing scheduling changes. Customer will be provided a refund according to onDemand Pro Services current method of payment and current pay cycle, currently on the 20th of each month. (Subject to change)

Returned Check and Collection Fees

A $25 fee will be assessed for all checks returned unpaid due to cancellation or for non-sufficient or available funds.

A $25 fee will be assessed for all monies owed to onDemand Pro Services that must go to our collections office.

Customer Complaints

Any complaints or notices regarding the service performed by onDemand Pro Services must be reported to the company within 24 hours from the date the service has been completed to be valid and considered. These reports should be initiated online through our Web Interface. This Web Interface can be accessed through a public web url – www.ondemandproservices.com/contact/. Customers are also welcome to call our Customer Service Department at (215) 874-4009 to file such report. Please note that any property or home that has not been properly maintained for an extended length of time will be subjected to inspection by onDemand Pro Services’s Management.

As long as such report is filled within 24 hours from the performed service date/time, Pro Master will commit to have the service redone. Such commitment is subjected to inspection by onDemand Pro Services’s Management and it will be evaluated in a per case basis.

Accidental Damages

Any reports of damage caused by our Workers during a Cleaning Service Session, must be reported within 24 hours from the date the service has been completed to be valid and considered. onDemand Pro Services will take reasonable means necessary to correct, fix or replace the damaged item. These reports should be initiated online through our Web Interface. This Web Interface can be accessed through a public web url – www.ondemandproservices.com/contact/.

Customers are also welcome to call our Customer Service Department at (888) 557-6002 to file such report. Customer must provide detailed information about the incident and the item in question. Please note that any item reported as damaged will be subjected to inspection by onDemand Pro Services’s Management.

onDemand Pro Services cannot be responsible for any damages where is evident that the damaged item in question, is caused by Customers lack of care or maintenance. This includes floors, area rugs, carpets, windows, walls, appliances, doors, door frames, picture frames, collectibles or any other object placed in unsafe conditions.

Privacy Policy

The Customer acknowledges that any information provided by the Customer may be used by onDemand Pro Services for the purpose of providing the Service. onDemand Pro Services agrees not to share any information provided by the Customer with any third party not directly involved in the provision of the Service (unless required to do so by law). You can see our full Privacy Policy through this link: www.ondemandproservices.com/privacy-policy/

The Customer agrees to onDemand Pro Services communicating with them electronically and / or via other means in order to provide the Service or for reasons related to the provision of the Service.

onDemand Pro Services will take all reasonable precautions to protect personal information provided by the Customer from loss, misuse, unauthorized access or disclosure, alteration or destruction.

Changes to this Agreement

onDemand Pro Services reserves the right to update or modify the Terms and Conditions of this Agreement at any time without prior notice, and may do so by publishing an updated agreement on its website. Each updated agreement will take effect 24 hours after it has been published on the website.

The Customer agrees that any use of the Service following any such change, whether as a single job or as part of a recurring service, constitutes their agreement to follow and be bound by the terms and conditions as changed.

Law and Jurisdiction

The Customer and onDemand Pro Services acknowledge and accept that this Agreement shall be construed and interpreted in accordance with the laws of the State of Pennsylvania and both agree to submit to the exclusive jurisdiction of the courts of County of Philadelphia in Pennsylvania in the event of any dispute.

Fully Committed to Quality and Customer Care

We are committed to an Unconditional 100% Customer Satisfaction. If you are not completely satisfied with our service, we’ll redo the work FREE of charge.

Customer Satisfaction Guarantee