Statement of Understanding.
We want to thank you for your business and we look forward to the opportunity to serve you. In order to ensure that we are all on the same page regarding this cleaning we would like to make you aware of our policy for a first time cleaning, a one time cleaning, an occasional cleaning, a deep cleaning, or a move out cleaning service. Although we know that it is not always possible to do this, ideally we prefer that the customer be home on the first time that our employees come to clean your home. This policy ensures that:
You are able to ensure that our employees are aware of your priorities and concerns and that our employees are concentrating on the areas that are important to you.
You are able to observe our employees working so that you are aware of what they are spending their time doing and they are able to give you a heads up on any problem areas.
You are able to do a final walk through with our employees when they get done, to ensure that everything has been done to your satisfaction before our employees leave your home.
This arrangement is our ideal, and when this happens it is rare for us to have any complaints after the fact from our customers. We do however understand that it is not always possible to be there and we are happy to work with you in that case. To avoid potential problems we need to clarify with our policy in such a case.
When the customer is not going to be home, our employees will do the very best possible job they can in the time that you have purchased. Because you are purchasing a certain amount of time and not a specific outcome, our employees may not be able to complete all tasks if they run out of time. If you choose not to be home to ensure they spend their time on areas that are important to you, then you agree and accept that when our employees finally leave your home we will have fully satisfied our contractual obligation to you, even if there are areas that our employees did not get to, and even if there are areas that are not cleaned to your satisfaction. You understand and agree that you have purchased a fixed amount of time and not a specific outcome and that there are no refunds and all sales are final. You further agree that there are no circumstances under which you will be entitled to a refund or the right to dispute the charge with your bank, credit / debit card company for any reason no matter what your claim. You agree that your bank or credit card / debit card company may use this disclaimer to refute any dispute that you initiate.
If there is any kind of problem with the cleaning in any of the areas that our employees did clean, we ask you to to call office within 24 hours to let us know your concerns. If we are in agreement, we may at our discretion decide to send one of our employees back for up to one work hour (or a team of 2 people for up to 30 min) on a day and time that is mutually convenient to correct the areas of concern. If additional time over and above this one work hour is required then we will be happy to provide this additional time at a reduced hourly rate to ensure that you are happy. Please do not e-mail, phone calls only please. Please understand that any decision by us to provide additional time at no charge is at our discretion and is purely for goodwill purposes only and is not a contractual requirement on our part. You understand and agree that, as indicated above, once our employees leave your property on the day that we do the initial cleaning we have fully met our contractual obligation to you and payment is due in full, even if for some reason you were unhappy. If we offer to return and you refuse or if we do not choose to return for any reason there is no further recourse.
using our services or by purchasing our cleaning services online, or by
scheduling services with us by phone or via e-mail you understand and
agree to this policy.
Property Condition Disclaimer
Dear customer, it is always our sincere desire to do our very best to do a great job for you. We do however need to let you know that our estimates are based on the assumption that the property to be cleaned is in average condition. If the property that you have hired us to clean, in our estimation, is below average condition, or the property is not ready for the cleaning services that you contracted us to provide for you, our employees will go ahead and provide the cleaning for you with the understanding that because of these conditions our employees will do the best they can in the time available but we do not guarantee the outcome in any way.
conditions we are refering to may include one or more of the
The property is not totally vacant or there are people working in the property. Typically this would be because you are still moving in or out, you have moving contractors moving things on the premises, you have other contractors working on the property while we are there, for example carpet cleaners, painters, handyman, or other workers on the property. We will do what we can in the time available, however because the other people may be in our way, or may be tracking dirt in or out or because we cannot get to certain rooms because items or people are in our way, we will do the best we can in the time available. Once we leave your property we will have fully met our contractual obligation to you. In the event that there are areas that still need to be cleaned after we leave we will be happy to provide additional cleaning on a different day at an additional charge.
The water or power has been turned off. Again we will do what we can without the water and/or power, however it is difficult to clean without water/power. We will do the best we can in the time available. Once we leave your property we will have fully met our contractual obligation to you. In the event that there are areas that still need to be cleaned after we leave we will be happy to return when the water/power is back on to provide additional cleaning at an additional charge.
There are some areas or issues that we do not believe we will be able to clean to a satisfactory condition irrespective of the amount of time you have booked or even if you are willing to purchase more time. These are areas that are outside of our area of expertise and are not areas we normally take care of in our normal course of business. These include problems like pet urine and feces smells, mold and mildew, sewage backup or flood damage, smoke damage, the smell of smoke in the house, window and carpet cleaning, and any other areas that we feel are outside the scope of the work that we would normally provide.
There were or are animals living on the property. As a result there are urine and feces evident in the property or there is a strong urine/feces smell in the property. This may include urine or feces on floors, baseboards, walls, doors, ledges, counter tops, sinks, bath tubs, showers, toilets, etc., excessive animal hair, excessive pet dander, etc. Although we will do our best to clean up these areas we will not be able to remove any urine or feces smells. Often the urine has soaked into the wood and is not removable by simple cleaning. Our cleaning process does not resolve any kind of urine or feces smells.
Many areas that have not been cleaned for a long time including excessive dirt and grime, caked on dirt from many months or years of neglect, etc. Our estimates assume that the person who lived on the property was able to keep up with the day to day cleaning. If the property was let go then more time will be required to get this property properly cleaned at an additional charge. Even in those circumstances we may not be able to get those areas clean enough to satisfy your landlord, or new owner, or anybody else who inspects those areas.
Mildew in tile that cannot be removed by simple cleaning. Our estimates do not include spending excessive time scrubbing to remove mildew, soap scum, hard water stains, etc. Often mildew cannot be removed from caulking and grout with simple cleaning and many times it is necessary that the caulking/grout be removed and the area re-grouted or re-caulked. This is not a service we offer. Soap scum and hard water stains will require more time at an additional charge.
Smoke damage, nicotine damage on walls, etc. Our estimates do not include entire wall cleaning, removing of smoke or nicotine damage, etc. We will spot clean walls for move out cleanings but the amount of time estimated does not include excessive wall cleaning. If excessive wall cleaning is required or entire walls need to be cleaned that is a separate project and is very time consuming and that can be provided at an additional charge if required.
Excessive grease on stove top, inside ovens, range hoods, etc. If there is excessive grease we will do the best we can in the time available. We may not have enough time to do a thorough cleaning of those areas in such a case and the cleaning of the greasy areas may have to be tackled as a separate project.
Refrigerator that has been turned off with food left inside. In that sort of a situation we will not be able to clean the refrigerator. If we agree to clean it it may need to be handled as a separate project and will be at an additional charge.
Recent construction or remodel dirt. Our normal estimates do not include construction dirt. Construction or remodel cleaning is provided at a certain rate per day and may take multiple days depending on what needs to be done. If you did not inform us that this was a construction or remodel cleaning then there we will not be sufficient time to get the property cleaned properly. We will do the best we can in the time that you have booked, but you understand that we do not guarantee any specific outcome and it will probably require more time than has been booked, at an additional charge, to get the property cleaned to your satisfaction. Once we leave your property we will have fully met our contractual obligation to you. In the event that there are areas that still need to be cleaned after we leave we will be happy to provide additional cleaning on a different day at an additional charge.
Hoarder conditions or excessive trash, etc. Our normal estimates do not take into account this sort of condition and in a case like this more time at an additional charge will be required to get the property in an acceptable condition. This type of cleaning may take multiple days to make much of an impact on the property.
Any other condition that in our estimation results in the property being below average condition.
We do not mind tackling a property that is below standard, or a case where you are not completely ready for us to perform the cleaning, however because of the conditions that exist on the property we need to make it very clear that we do not guarantee any specific outcome when our employees have completed the work hours that you are purchasing from us. Our employees will do the best possible job they can in the time available but it is very likely that your landlord, new buyer, inspector, property manager, realtor, or any other person inspecting the property, including yourself, will not be satisfied with the final outcome or the the cleanliness of the property when our crew has used up the hours you have purchased from us. You understand and agree that we will only do what we can in the time we have booked and once we have used up the hours that you have purchased for this cleaning we will have fully met our contractual obligation to you. You understand that you have purchased a fixed amount of time and not a specific outcome and we do not in any way guarantee any specific outcome. You understand and agree that there are no refunds, all sales are final even if you are not satisfied with the outcome. You further agree that there are no circumstances under which you will be entitled to a refund or the right to dispute the charge with your bank, credit / debit card company for any reason no matter what your claim. You agree that your bank or credit card / debit card company may use this disclaimer to refute any dispute that you initiate.
By booking our service via e-mail or phone or any other manner and using our service you
understand and agree to these terms. You agree that
regardless of the outcome when our employees have completed the time
scheduled we have fully completed our contractual obligation to you.