POLICIES

POLICIES

***We provide the supplies needed to clean your home, except for a vacuum cleaner and toilet brush; we can't sanitize those two items between homes.  We will be gentle with your vacuum cleaner but cannot be responsible for issues with the vacuum or any other item you choose to substitute for what we provide, tool or product.

***We can't correctly clean areas covered with clothing, toys, paperwork, trash, etc. We aren't referring to average amounts of mail on counters or kids' rooms that are a bit messy; we are referring to inaccessible areas and items we won't know where to put away; we expect regular "stuff." We cannot throw away trash on counters and floors before cleaning, as we don't know what is trash or treasure. To get the best possible cleaning, ensure surfaces are accessible for our cleaners. We aren't asking you to pre-clean ahead of us; simply make areas accessible to clean.

***When establishing service, we will work with you to find a desirable day to have your cleaning. We will set a day weekly, every other week, or monthly if you desire a regular rotation. This will be your "cleaning day." We cannot honor specific time requests for a particular time of day for your cleaning as the schedules and routes are set to minimize your costs.  We will work with you to get what you need, but we don't guarantee an arrival time or window.

*** Our cleaners may need to take a picture(s) inside your home to get guidance from the office. 

***Invoicing

 You may pay with a credit card, debit card, or checking account information. We will require a method of payment to be on file for payment to be charged for each cleaning.

Please do not leave cash or check for us on the cleaning day.  

A convenience charge of 3% will be added to your invoice. Our service provider charges this fee and is not retained by Clean Residential Services.

First-time cleanings are assessed the total invoice to be paid before the cleaning to secure your appointment. After that, we will charge your payment method on file on your cleaning day. We require pre-payment to reserve your spot, and this payment is non-refundable as we are holding that spot, especially for you, and cannot schedule others for the same time slot.

As with any service, payment is due the same day of service. Should your payment method be declined, your invoice will be due upon receipt, and a 10% late fee will be added ten days after your service date.

Should Clean Residential Services, Inc. find it necessary to seek legal remedy to collect an unpaid invoice, attorney and court fees will be the client's responsibility.

All returned checks will be assessed at a $35 fee.

***We can't move furniture. The risk of damage to flooring is significant, plus OSHA regulations limit what we can lift. 

***Heavily soiled homes or homes that have not been cleaned regularly may take maintenance visits beyond the initial cleaning to get them to their very best condition. Removing nicotine and tar from smokers' homes is beyond our service's scope. We do not wet carpeting or rugs for cleaning or spot cleaning, and we cannot wash walls as damage to surfaces is possible.

***Due to insurance restrictions, we cannot climb on chairs or ladders. Our cleaners have extendable poles that can reach most overhead dusting applications. We cannot use bleach or bleach-containing products. Our products are effective and safe for your home and our employees. We are happy to use a product you prefer, but we cannot use bleach.

***We assume no liability for damage to items not appropriately secured or damaged before cleaning. Also, wear and tear issues, such as faucets, hinges, doorknobs, etc., are beyond our liability. 

 When common cleaners are applied, all surfaces are assumed to be adequately sealed and ready to clean without causing harm.  

***Satisfaction Guarantee

Your satisfaction is our top priority. Should you find a significant oversight on our part, CALL our office within 24 hours of the cleaning, and we will assess the situation and, if required, send a cleaning specialist back to your home to make things right. We do not discount or refund cleanings; our satisfaction guarantee will be honored by ensuring things are as promised. You must CALL us within the 24-hour window as other factors, such as daily living, pets, etc., can impact the home's condition beyond that timeframe. 

***Non-Solicitation Agreement

This non-solicitation agreement is entered into by and between Clean Residential Services, Inc. and the customer.  

Please understand that Clean Residential Services, Inc. has invested time and money in developing and training its employees. Under no circumstance will clients engage in a direct working/employment relationship with any Clean Residential Services, Inc employee.

I understand that the solicitation of a Clean Residential Services, Inc. employee for my private hire will result in termination of service(s).

I understand that I will pay Clean Residential Services, Inc. a training fee of [$2,500.00] if I breach this non-solicitation agreement and hire their employee for my private service. 

Our employees are not available for private hire during or after work hours.

***Pets

We love pets! Most pets do great with our cleaners, and our cleaners enjoy visiting with their furry friends! We do not require that pets be put away or crated during the cleaning (we are in their home, too!), but we need you to be aware of the following policies:

We are not responsible for pets; this includes them escaping the property while we are cleaning.  

Should an animal show aggressive tendencies, our cleaners will leave your home for their safety, and you will be charged for the cleaning.

Sometimes pets enter an area that has been cleaned and make their presence known by walking on a wet floor or reclaiming their spot on the sofa. Unfortunately, our schedule does not allow re-cleans of areas that pets may soil after a cleaner finishes an area.

For the health and safety of our employees, we do not empty/clean litter boxes, cages, kennels, or puppy pads or clean up pet feces/urine.  

**Cancellation Policy**

Please notify the office as soon as possible if you need to cancel/change your appointment. Every client has a designated spot on our calendar. If any changes need to be made, please CALL the office as soon as possible at 423-863-6400.  We require 48-hour notice to cancel an appointment. Cancellations less than 48 hours may be charged a late cancellation fee of 50% of your cleaning charge. Cancellations under 24 hours are charged at your full cleaning rate. Deposits to hold your initial cleaning are non-refundable. We can reschedule the date but do not issue refunds after securing your cleaning date. Since we promise a cleaning day and not a cleaning time, we cannot refund cleanings canceled because of the scheduled time.

You will receive a text 72 hours before your cleaning, reminding you of your cleaning day. You will receive an email (to the address provided) the afternoon before your cleaning with an arrival window to expect the cleaners.

**Your quote is based on the home is in average condition. However, should our cleaners encounter houses that are exceptionally in need of cleaning (beyond average condition) or lots of items (clothing, toys, boxes, trash, etc., on surfaces and floors), they will do the best they can in the time allocated for the price you have been quoted. We reserve the right to have our cleaners leave and reschedule the cleaning after the home has been made ready to clean if we encounter inaccessible areas.

***Minor children cannot be left unattended when our cleaners are servicing your home.

**One last note**

For the safety of our employees and clients, we cannot service homes with any infestations, such as insects, rodents, etc. We do not perform junk/trash removal services. We will not clean up any animal/human waste or blood. We cannot clean up the mold. If we arrive at a home to find these conditions, we will leave immediately, discard our supplies, and you will be charged at the full rate plus the cost of replacing any materials used before discovery. 

All properties to be cleaned MUST have running water and electricity.

**We are not responsible for leaks from employees' vehicles on driveways or surfaces.

**Acceptance of our service is an agreement with our policies stated within this document.**