Clean Freaks Cleaning Terms and Conditions is an agreement between client and Clean Freaks Cleaning. Payment for cleaning services is due in full the day of cleaning.
Complaints & Re-cleaning
We pride ourselves in giving superior service to our clients. We go above and beyond to make sure you are completely satisfied with your cleaning service. Our policy is to proved a re-cleaning for items missed in the initial cleaning should an issue arise. If re-cleaning is refused a refund or a free cleaning will not be issued. Our way is to fix the issue. We want to fix our mistakes not cover it up. WE DO NOT GIVE REFUNDS. We provide re-cleanings for items missed and must be completed within 1-3 days of initial cleaning appointment. If your cleaner asks you to do a walk through and you walk through and say everything is okay we take that as a verbal agreement and we will not grant any re cleans. If you see something, say something and please don’t be shy. A good relationship and clear communication is important to us. We do not know what you like or do not like unless you tell us. If you are not at home at the time of the cleaning and return and are dissatisfied with your cleaning service for any reason, please contact us within 24 hours of your cleaning and we will return to re-clean the area/areas you are dissatisfied with at no additional cost to you. We do not provide refunds for service that have been rendered. There will be no exceptions.
HOW OUR RATES ARE CALCULATED
We charge by hourly rates and in increments of 15 minutes. Please note time is only an estimate and may go over unless you state you have a preferred maximum amount. Each hourly rate is calculated for 1 cleaner. If we send 2 cleaners to your appointment your estimated time will be cut in half and you will be charged two times the one person hourly rate (ex: $58/hr per cleaner will be $116/hr for 2 cleaners)
If you wish you hold a conversation with your cleaner while they are working you will still be charged for their time. Please be considerate as most of our cleaners have multiple jobs and families they would like to get home to.
Our late payment fee is 10% of your total each day starting after you are two days late. Customers shall also be responsible for all costs of collection (including reasonable attorneys’ fees) to collect overdue amounts.
If 7 days have past since your appointment and you have not responded to our calls/texts to attempt to collect payment and have not paid your due amount we will charge your card on file plus any late fees.
Gratuity is not required but always appreciated for a job well done. 10 - 15% is the general rule of thumb. If you are happy with your cleaning and choose to leave gratuity, please try to leave tip at your home on cleaning day (separately from cleaning payments) or you can add it to your total electronic payment. You are greatly appreciated!
HEALTH AND SAFETY
We clean biohazard items! If you have mold, human feces, pest feces (flea and rodent infestations, etc.) pet waste and bodily fluids please let us know ahead of time and there will be an additional cost for one time use of supplies and protective gear to be used. If we are not informed there will be an additional $35 charge plus the original biohazard charge.
Cleaning high areas
We bring high dusters to most appointments but we do not bring step stools or ladders. If you feel one is needed and have something up high needing to be cleaned please inform us ahead of time.
Skipped Cleanings, No Shows & Cancellations
As a general cleaning client, a part of what you pay for is a consistent spot on our schedule. Having a consistent spot insures that you receive a discounted rate. Any gaps in regular service may increase your total time if additional cleaning is needed in order to bring your home back to maintenance level.
CANCELLATIONS & RESCHEDULING
A cancellation fee will apply if you do not cancel at least 24 hours in advance. We know things happen. However, please consider the fact that you are blocking a time slot on your cleaners schedule and if you cancel last minute this will leave gaps in their schedules and result in lost of funds. Please be considerate. Cancellations and rescheduled appointments made after 24 hour mark will result in a $50 charge or non returned deposit.
NO SHOWS OR IF WE CAN NOT GET IN TO THE HOUSE/GATE
We will wait up to 20 minutes before instructing the cleaner to go to their next site if we do not hear from you. Refunds of deposits will not be given and if you chose to reschedule you will be charged for the cleaners wait time.
IF YOU ARE LATE TO YOUR CLEANING
If we come to your home and you are not there and your cleaner has to wait you will be charged for their wait time. Things happen but our cleaners deserve to be compensated for their time. If your cleaner has another site to go to after yours and was originally suppose to leave 10:00am but wasn’t able to finish the cleaning due to you being let in late you will still be charged for the full cleaning. If they stay and finish. you will be charged for anytime beyond the original finish time.
Valuables breakage and damage
ALL CLAIMS NEED TO BE MADE WITHIN 24 HOURS OF SERVICE. WE ARE NOT LIABLE ANYTIME AFTER THAT. We do our best to prevent it and effective communication is very important. We will do a investigation and if we find we are liable we will proceed as follows:
1. Sometimes breakage or damage occurs when there are "booby traps". Those are accidents waiting to happen. We are often handling things that aren't normally touched (pictures not hung securely (e.g. with thumb tacks), top heavy items with unstable bases, wobbly, tippy objects). Each incident is reviewed on a case by case basis. We cannot take responsibility for "booby traps". Please remove unstable breakables to a place we do not clean (we do not clean inside curios, china cabinets or clear wet bar shelves)
2. We will replace up to $100 per breakage or damage item, when value is verifiable. If the damage is valued at more than $100, a Liability Insurance Claim and Investigation will need to be opened through our insurance carrier.
3. If you have valuables that are sensitive to the touch or extremely expensive please let our cleaners know. We will add those items to the do not touch list. We are not responsible for broken or damaged items.
If you want us to clean your laundry you are responsible for removing items such as dry clean only sweaters, suits, paints, tees etc. If our cleaner washes any delicate or dry clean only items because it was In the bin or place were you store dirty laundry we will not replace the item. It is not our responsibility to sort through and make decisions on what should and should not be washed. Please keep dry clean only items in one section and laundry separate. Please separate your delicate items yourself.
Entry to Homes
Clean Freaks has three different options to choose from so that your cleaners have entry into homes.
1). The client must be home during their specific time frame to let the cleaners in/out of the home.
2). Hide-a-key, give a copy of a key to your cleaner, lock box with key or door entry code.
3). If a client chooses to leave their door unlocked, place the key under the mat, or leave their house key in an unsecured place for the cleaners to gain entry, the client releases Clean Freaks from all liability that arises from damage made before or after the cleaners leave the premises.
Clean Freaks reserves the right to adjust client rates at any time. You will be notified more than 5 days prior to any price increases.
EMPLOYEE/ CONTRACTOR SOLICITATION
When entering into an agreement for services with Clean Freaks, you agree not to solicit for hire any staff member introduced to you by Clean Freaks for any home-related services. If you are found to have solicited one of our staff members, please be advised that our referral/ training fee is $3,500 payable to Clean Freaks immediately upon employing our staff for any services to your home/ business. Your maid will also be immediately terminated. Failure to pay will result in civil court filing to collect.
If you solicit our cleaners and something happens Clean Freaks has no obligation to help you in any investigation and we are not liable. We Stand behind our cleaners when they work with us but once they leave us it is no longer our business.
Occasionally we like to take before and after pictures of your home. Please inform us if you decline to have our cleaning pictures of your home on our website or social medias. At no point will any image include images of any person living in the home. We do respect your right to privacy.
You are our valued customer and we wish to clean all homes with as much care and respect as possible. When we fail, we seek your communication on the matter. We never want an issue to go unresolved. Thank you for your confidence in allowing us to handle the cleaning of your home and we can't wait to clean for you and make your home beautifully clean!