Clutter – Don’t “clean” before we arrive, but do “pick up” as much as possible. If there is an area where 5 or more items are we will simply dust or clean around and they will not be moved. Please note: We do offer organizing services as a separate service if you’re needing organizing help. Please remember our cleaners clean and our organizers organize!
Extreme Clutter – We have found when we figure the time it would take for us to clean major cluttered areas that it will not fit in most people’s budget to pay us. Since we cannot handle these kinds of tasks in an efficient manner, we have chosen not to offer this kind of cleaning as a service that we can perform.
Guarantee
Satisfaction Promise – We don’t stop until you feel good about your home! Please note that refunds (and partial refunds) are not offered. A re-clean will only be completed within 2 business days from your date of service, otherwise, it will be considered denied.
Cancellations
Cancellations – Any cancellations or rescheduling within 24 hours before your scheduled service will result in a 100% rate of service late cancellation fee. If your cleaning is scheduled on a Monday, let us know before 9 AM on the Friday before to avoid the fee. If a cleaning technician arrives at your home and cannot gain entry or is denied access, a lockout fee of 100% of the full price of the cleaning will be charged.
Breakage
Breakage – It’s bound to happen. We hate it when it does and we do our best to prevent it! The following is critical information regarding our breakage policies:
Sometimes breakage occurs when there are “booby traps”. Those are accidents waiting to happen (pictures not hung securely, top-heavy items with unstable bases, wobbly, tippy objects). Each incident is reviewed on a case-by-case basis. We cannot accept responsibility for “booby traps”. Please remove unstable breakables to a place we do not clean.
We will pay up to $100 per breakage item when the value is verifiable. Please move expensive figurines or glassware to a location we do not clean or have us skip that area completely if you do not wish to accept the risk.
In some cases, we will have the broken item repaired by a professional restoration company. Breakage values over $25 must be verified before replacement or reimbursement will be authorized. Please save the broken item for our inspection. Breakage must be reported within 48 hours of the serviced date.
Old blinds: We cannot accept responsibility for damages to older blinds. Over time many blinds become brittle and break off easily with any kind of pressure. This includes the pressure that may need to be applied in order to adequately clean the blinds. Also, old mechanisms can break easily just by opening and closing the blinds. If this is a risk you cannot accept, please let our office know which blinds we should not clean and we will add to your notes.
Hard Water
Hard water – We do not have the proper chemicals or supplies needed to thoroughly remove some hard water issues. Although we will do our best, we cannot guarantee the removal of all hard water. Heavy build-up over time means layers upon layers of mineral deposits and possible damage to the underlying surfaces. Many times the chemicals needed to eat through the layers are caustic and beyond the scope of what we offer as a service.
Services We Do Not Offer
Services We Do Not Offer –
Shopping & Errands
High Reaching Windows
Heavy Lifting over 25 lbs ( Insurance Requirements)
Cleaning of Bodily fluids, mold, toys, pet waste, or other bio-hazards (we do clean minor areas in bathrooms)
Cleaning above 6 feet. We do not offer using a step ladder higher than 2 steps (Insurance Requirements)
Construction cleaning, steam cleaning, carpet cleaning, patios, garages, TV/Computer screens
Inside curios, inside china cabinets, inside stocked cabinets, inside drawers.
Behind closed glass or solid doors on shelving units or furniture
Heavily soiled areas
Hard water/mineral removal
Smile
Smile – I know it can be stressful having a stranger in your home, rest assured that our cleaners are true professionals and have been thoroughly screened for your protection. We ask that you be pleasant with your cleaners, they are great people and want to do a good job for you. Please be aware it can be very stressful for them if they are confronted and told what to do. This causes them to be uncomfortable in your home and distracts from doing the best job for you. If you ever have an issue with a cleaning technician, please call our office and we will take care of it. We will manage our staff so you don’t have to!
Summer Temps
Summer Temps – To enhance the efficiency and comfort of our professional cleaning services, we kindly request that you set your thermostat to around 70 degrees while our technicians are on-site. This temperature range ensures an ideal environment for our team to deliver thorough and meticulous cleaning services, allowing them to work seamlessly to create a pristine living space for you. We appreciate your cooperation in helping us provide the best possible cleaning experience.
Pets
Pets – We love them! But please secure any pet that may be a threat. Also, it is appreciated if any pets that may interfere or interrupt the cleaning process be put away as well. We are not equipped to clean up pet accidents (pet feces). We can recommend a bio-cleaning expert for this type of cleaning.
Billing
Billing – Payment is due at the time of service and your credit card will be charged the day of each cleaning visit. If your credit card is declined, we ask for this to be remedied within 3 business days. After this, the service will be paused until payment is made. If your service is paused, your place in the schedule may not be held. A late payment fee of $15 may be accessed after 5 business days overdue unless our office was contacted and prior arrangements were made. No exceptions after the first incident.
Skipping
Skipping - You are welcome to skip service if you are a recurring customer, we understand things happen. We do ask for at least 24hrs notice. If you skip service there will be an additional charge for the next cleaning as the home will have gone a longer period of time since your last cleaning.
-Weekly skips one $10 addition on the next visit
-Bi-weekly skips one $15 additional on the next visit
-Monthly skips one $35 additional on the next visit
Reschedules made 5 business days out of the original service date are subject to the fee of $10 for each week outside of the regular recurring schedule.
If a cleaning appointment is canceled less than 24hrs in advance, a 100% rate of service will be charged based on the rate of your scheduled service.
Communicating
Communicating Details – If there is something about your home or cleaning that is a specific request or unusual, please contact our office directly. This way we can add to your account notes so that anyone cleaning your home will have access to this information. If you tell your cleaning tech, it may or may not be communicated to our office, and the next tech to clean your home may not have this new information about your home.
Hair
That hair in the sink – It doesn’t happen all the time but it has, and it could be the toilet or floor as well. We have fully vetted and tested our cleaning techs so we know they have the utmost intention to leave your home sparkling clean. However, there are times where dust and hair may settle after the job has been completed. We do our best to spot this by performing a walk-through of the home prior to leaving, but at times when a door is shut or someone walks by swiftly it can kick something up that was hidden during the cleaning and moved to the top of a surface. Please understand that we are not perfect even though we strive to be.
Pricing
Pricing – We reserve the right to change the pricing or discounts if we see that your home’s circumstances are not typical, or if the incorrect booking options had been selected for your home. A 2500 square foot home is a 2500 square foot home regardless of what areas we are cleaning in the home.
Flat Rate Pricing – We chose flat-rate pricing by selecting square footage to simplify the process for you, and to make it simple to schedule by phone or online. By pricing upfront like this, we have nothing to hide and do not guarantee how long or how many cleaners will arrive, the price is simply the price and not based on an amount of time. If you have specific tasks that you would like to be completed and are not based on our cleaning checklist, please contact our office.
Rate Increases – We reserve the right to raise our rates to adjust for costs at any time. You will be given advance notice of a price increase.
Discounts – If you change your service frequency ie: weekly, every 2 weeks, or every 4 weeks from its original booking or if your cleaning has been rescheduled so it falls out of line with your selected frequency, we reserve the right to charge you for that discount that we previously provided and/or change the current discount for further cleanings.
Tipping
Tipping – We encourage tipping your cleaner if you feel they did a great job, and believe me they appreciate it too! It is never required, but if you do choose to tip your cleaner, you can give cash or add it to your credit card. You may add to your credit card one time or on a recurring basis. The suggested tipping range is 10 to 20% of the cleaning price (smaller amounts are always appreciated!)
Cleaning Agents/Chemicals
Cleaning Agents/Chemicals – Due to OSHA guidelines, we cannot use clients’ cleaning agents. CLEANGIE employees are trained cleaning professionals, which includes OSHA’s regulations. Employers must obtain and maintain Safety Data Sheets for all hazardous cleaning products and chemicals employees use.
Contractors
Working around contractors – We will do our best to maneuver our way around contractors in your home; however, our work is not guaranteed and you may be charged for the additional time due to the slow down this can cause.
