Policies and FAQ
Policies
By hiring our services, you acknowledge and agree to these policies.
Cancellation & Reschedule
To ensure exceptional service and efficient scheduling for all our clients, we've implemented a fair cancellation policy:
• Cancellations made 48+ hours before your scheduled date: No charge
• Cancellations between 24-48 hours: 50% of service fee charged
• Cancellations under 24 hours or lockouts: 100% of service fee charged
This policy is necessary because:
1. Late cancellations prevent us from accommodating other clients who requested your booked time slot, resulting in lost business opportunities. We often turn away potential clients once a time slot is filled. Late cancellations mean we've missed out on serving those clients.
2. Our cleaning teams carefully plan their routes and schedules in advance. Last-minute changes disrupt these optimized plans, affecting overall efficiency.Preparing for each job involves administrative work and resource allocation. Late changes create unnecessary overhead costs.
3. Our staff relies on consistent work schedules. Sudden cancellations can impact their income and job stability.
We understand that plans can change unexpectedly. By adhering to this policy, you help us maintain a reliable, efficient service for all clients while ensuring fair compensation for our dedicated team.
Delinquent or Disputed Charges
We value the services and labor we provide. To maintain our business integrity, we take non-payments or dispute charges for cleaning labor seriously.
If you haven't paid for services rendered:
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We'll reach out to you right away to resolve the issue.
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Late fees will start adding up, increasing what you owe.
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If we don't receive payment within 31 days of service, we will:
A) Send your account to collections
B) File a claim in small claims court
These actions could hurt your credit score and lead to extra fees or legal costs. The total amount, including late fees, will be subject to collection or legal action.
Satisfaction Guarantee: Flat Rate Only
For our Flat Rate cleaning options:
• Notify us of any concerns within 24 hours of your service completion time
• Recleanings must be scheduled no later than the 4th business day after the original service
We'll promptly address and rectify any issues, Your satisfaction is our priority
Note: This guarantee does not apply to hourly rate bookings. Hourly services are based on time purchased, with the option to add hours as needed.
We're committed to your peace of mind and a home that meets your expectations.
Lock Out Fee
Purpose
This policy outlines the fees and procedures associated with instances where our cleaning team is unable to access a scheduled cleaning location due to the client's failure to provide access.
Lock Out Fee
A lock out fee of 100% service fee will be charged in the event that our cleaning team is unable to enter the premises for a scheduled cleaning appointment due to reasons outside of our control. For hourly rates, if there is any wait for access into the home our timing based of the hours booked would begin upon arrival while we wait for entry.
Situations Incurring a Lock Out Fee
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Incorrect or missing access information (e.g., wrong key code, missing physical key)
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Unexpected changes to entry methods without prior notification
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Presence of obstacles preventing safe entry (e.g., malfunctioning locks, blocked entryways)
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No availability to arrange access into home.
Notification and Charges
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In the event of a lock out, we will attempt to contact the client using the provided contact information.
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If we are unable to gain access within 15 minutes of the scheduled start time, we will consider it a lock out.
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The lock out fee will be added to the client's next invoice or charged to the card on file.
Hourly Rate Wait Time for Entry
To ensure fair compensation for our team's time, please note:
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Our hourly rate begins upon the teams arrival time.
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If there's a delay in accessing your property, the booked hours will start counting from our arrival time.
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This includes any wait time for entry, regardless of the reason for the delay.
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To maximize your cleaning time, we recommend ensuring easy access at the scheduled start time.
Repeated Incidents
Repeated lock out incidents may result in a review of the service agreement and potential termination of services.
Policy Changes
We reserve the right to modify this policy at any time. Clients will be notified of any changes via email.