Terms of Service
Below are our Service Policies, which are intended to ensure quality, safety, and consistency in our work. By using the services of Clean House Cincinnati LLC, you agree to abide by the following policies and procedures:
Satisfaction Guarantee – If you’re not content with your cleaning, notify us within 48 hours. We will come out and re-clean (within a 7-day window) for free. If you still don’t think we did a good enough job to recommend us to your friends, we’ll refund your money.
Security – We take the security of your home very seriously, and work with each homeowner to establish a routine for entering and exiting. Current methods include, but are not limited to:
· Letting us in on the day of service if you will be home when we arrive
· Providing us with an extra key
· Providing us a lockbox, keypad, or garage code
· Leaving us a key under a mat or pot to use and return or leave in the house when finished
Payment – Payment is due on the day of service by card. We collect your credit card information the day your cleaning is scheduled. All credit card charges are processed after your cleaning is complete.
Because we reserve a time especially for you, please make any schedule changes 48 business hours before service to avoid incurring a cancellation fee. If you wish to cancel or reschedule a cleaning appointment, at least 48 business hours’ notice (excluding weekends and public holidays) is required. If a cleaning appointment is cancelled less than 48 hours in advance, or if the cleaner is unable to enter the house, a cancellation fee of $100 will be charged. We must adhere strictly to this policy in order to prevent lost wages for your cleaner. We appreciate your understanding.
Late schedule changes due to unexpected circumstances not under your control will be reviewed on a case-by- case basis, and we may ask for documentation.
Electricity and Water Notice
We cannot work effectively in a house without electricity or running water. Please ensure that your home – especially if it is empty and in the middle of being sold/bought/turned over – will have electricity and running water on the day of service. Late Cancellation/Rescheduling fees may apply if we need to make last-minute schedule changes due to lack of electricity or water.
Getting Ready for the Cleaning – Please don’t “clean” before we arrive, but do “pick up” as much as possible; for example, clearing the floors of clothing and toys, clearing surfaces of small items such as pens, coins, important documents, etc. Please don’t worry about countertop appliances and small pieces of furniture – we clean and move those as we go. This type of pick up will allow us to focus more on detail and quality for you. Please set your A/C temperature to 68-72 degrees F, especially during the summer months. We won’t be able to clean in houses that are too hot and pose a safety risk to our employees.
The Setting – The ideal cleaning situation is when no one is home. Since that is not always possible, please eliminate as many distractions as possible so we can work uninterrupted. Try to schedule your cleaning on a day when there will be fewer people at home. Please secure pets, and keep children in another area as we are working with equipment and products that may not be safe for children.
Trash Disposal: We require that we leave any collected trash in the garbage bin at the homeowner’s location. We cannot take trash with us.
Quality Control – We need your input on the overall experience and quality you are receiving so that we may address issues that are important to you. We will correct or address any issues we are made aware of. For all quality control concerns, please call Leslie at the office (513)-808-7299 or email@example.com.
Pets – We love them! The last thing we want to do is upset your pets as we clean, and we’ll work with you to make the experience pleasant for all involved. The following are our policies regarding pets:
o Let us know ahead of time if there are any arrangements you have in place for your pets while we clean.
o Please secure any pet that may be overwhelmed by our presence and/or pose a threat.
Please secure any pet that is likely to try to run out the door and escape the house. The obligation for control and care of all animals on the premises is on the customer. Clean House Cincinnati cannot be held responsible for the escape or safety of pets.
Breakage – We hate it when breakage happens, and we do our absolute best to prevent it! The following is critical regarding our breakage policies: 1. Sometimes breakage occurs when there are “boobytraps”. These 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 take responsibility for “boobytraps”. 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. 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. 3. We will cover the cost of repair or replacement of items when breakage value is verifiable. In some cases, we will have the broken item repaired by a professional restoration company. Breakage values must be verified before replacement or reimbursement will be authorized. Please save the broken item for our inspection. Breakage must be reported within 7 days of discovery.
Insurance – Clean House Cincinnati and all employees are covered by up to $1 Million in General Liability insurance. Fraudulent claims will be prosecuted to the full extent of the law.
First Time Service – Based on the size of your home and any add-ons, your booking includes a maximum number of man-hours we’ll spend completing the work (The definition of man-hours: a unit of one hour’s work by one person). Some important details regarding our pricing:
- Please be as specific and honest as possible on your booking to ensure your cleaning is fit to your needs. The risk in under-booking is that the cleaning may only be partially completed, and our schedule may not allow us to stay longer.
- In order to book our services, we require a credit card for our records.
- Because we do not perform a walk-through to verify the size and condition of the home before service, our pricing reflects assumptions of the level of cleanliness and the amount of time/effort required to clean.
- On the day of service, our techs will perform a walkthrough before starting work. They will take note of any items or areas that need special care or specific instructions from you and will assess if the estimated time is adequate to complete the job to a satisfactory level. We will notify you if we cannot complete the work in the estimated time frame and give you the option to either add more time to the job for an hourly charge or have us focus on your top priorities within the allotted time frame. We add time to the service in 30-minute increments charged at $50/person/hour.
Recurring Service – Please inform our office manager if you would like to set up a recurring service. Recurring services are fulfilled on a bi-weekly (every 2 weeks) or monthly (every 4 weeks) basis.
Small Requests – All small requests, add-ons, or swaps must be added to your appointment through the office to ensure that 1) we can provide the service you’re requesting, and 2) our techs are prepared with enough time and the right supplies to perform the request.