PAYMENT
Since we do not bill our clients, we appreciate full payment on the day of the cleaning services. Payment by cash in a sealed envelope with your name or check should be left on the kitchen counter. A $50.00 fee will be charged for any returned checks, in addition to any other fees charged by the banks.
JOB START/END TIMES
For hourly jobs, we charge from the time we arrive on the premises, which includes unloading of our supplies and equipment from our vehicle, to the time we have finished cleaning, including the loading of supplies back into our vehicle.
CLEANING FEE INCREASES
Spotless Cleaning reserves the right to reevaluate rates at any time based on the time required to perform our service to meet the client’s standards. We will monitor the actual cleaning time for the first two months and occasionally thereafter. We will contact you to discuss possible price or service revisions if the cleaning time differs drastically from the original bid. We reserve the right to adjust the estimate after the job is completed.
LATE CANCELLATIONS/ LOCKOUT FEES
We understand schedules change. We ask that you contact us no later than noon the day before your scheduled cleaning to cancel or reschedule. Cancellations later than noon the day before are subject to a 50% cancellation fee. The same fee will be charged if we cannot gain access to your home if you have chosen not to leave the company your key. For Monday cleanings, please call us by noon of the preceding Friday. Also, if you request a reschedule we may not be able to accommodate your request with the same cleaning team you are accustomed to. If you wish to cancel or change your service by email, please do so one week in advance.
EXTRA REQUESTS
Please call us in advance for special requests (i.e. after construction, refrigerator cleaning, inside of oven, inside windows, the basement, garage, extra rooms) so we can schedule the time needed to complete these tasks. We will provide an over the phone estimate, however, we reserve the right to adjust the quote after the job is completed.
ACCIDENTS/DAMAGE
Because of the nature of our business our staff is required to touch virtually everything in your home. We are as careful as possible; however, if something does get damaged while cleaning your home, our staff are instructed to call our office at once and to leave a note advising you of the incident. We will also follow-up with a phone call to determine the best course of action. In the event an item is damaged or broken we reserve the option of repair or replacement. A dollar value of “one-of-a-kind” items destroyed must be demonstrated in order that a settlement may be determined. Spotless Cleaning is not responsible for damage due to faulty or improper installation of items. Please inform us if any items in your home require this type of attention. Examples would be: broken or improperly installed blinds, tiles, curtain rods, shelves, loose carpet etc. All surfaces (marble, granite, etc.) are assumed to be sealed and ready to clean without causing harm.
The most tragic form of damage is something irreplaceable either monetary or sentimentally valued. Rather than be sorry, the safest way to protect these items is to store them away on the cleaning day, or instruct us not to clean such items.
CLUTTER/ HOUSE PREP
Yes. We would appreciate items were picked up off the floor and dressers and counters were organized before we arrive. This allows the cleaning staff to clean more thoroughly. Also, please secure cash, jewelry and other small valuables. We also ask in the summer months if you could set your air conditioner at an appropriate temperature. If for some reason you do not want a particular room cleaned, please just leave a note or close the door of that particular room.
PETS AND PLANTS
Pets are not a problem. However, we do need to know if you have them and we would like to have the pet’s name. Also, if any pet is aggressive we ask that you secure them while we are cleaning your home. If they are friendly we will be happy to clean around them. Our teams are instructed not to enter a house if they believe an animal is a threat. Please remember that pets may behave differently if a family member is not present. Due to the individual care that plants require, we are not able to maintain them.
ITEMS THAT WE WILL NOT CLEAN/CANNOT DO
We have instructed our staff to leave certain items untouched, such as items or areas containing any body fluids . Our staff can not climb higher than a step stool, work on the outside of your home, move furniture that contains electronics, lift any objects over 20 pounds, prepare meals, provide any pet or children-related services, or empty diaper pails.
HIRING OF SPOTLESS CLEANING STAFF
All of our staff have signed a Non-Compete agreement with Spotless Cleaning. They are prohibited from soliciting business from any client on his/her own behalf or on behalf of any third party during their contract with Spotless Cleaning or for 2 years following termination of contract, without written approval from Spotless Cleaning and a possible placement fee of $2,000.00. You agree not to hire past or present staff of Spotless Cleaning for a period of not less than 2 years from the date the staff member last worked for Spotless Cleaning. A great deal of time and resources are put into hiring our staff. In the event you feel you must hire a staff member of Spotless Cleaning in spite of this agreement, then a $2,000.00 placement fee is due immediately upon employment of the past/present staff member, regardless of whether the employment is regular or on a contract basis.
GRATUITY
Although a gratuity is not expected or required, the team members certainly welcome it! A great way to show the team your appreciation is with a gratuity. The amount of gratuity is split equally among the members of the team. You may leave a cash gratuity for the team (preferred method) or add the gratuity to your payment by specifying the amount on the check.
WEATHER
In severe weather, we may determine it is not safe to travel and/or carry equipment and supplies to your home therefore your cleaning service for that day will be cancelled. When this occurs, we will try to reschedule. Please assist us with your understanding in rescheduling.
HOLIDAYS
We do not provide service on New Years Day, Good Saturday (day before Easter),Thanksgiving, Christmas Eve day and Christmas Day. We will contact you approximately one month ahead of time to arrange an alternate day for that week if your cleaning day falls on a holiday. During those weeks our schedule is very full; you may wish to contact our office 6-8 weeks ahead of time to reschedule your cleaning.
CUSTOMER REFERRAL PROGRAM
Each time you refer a new client to us who uses our services, you will receive $25 credit towards your next cleaning service to be applied after Spotless Cleaning has completed your friend’s first cleaning. To qualify for the referral bonus, you must have used our services within the past 3 months of the referral and your friend(s) may not have used Spotless Cleaning Maids previously.
630-544-7422
