All of us at A Clean House by Suzann work very hard to ensure that your home is maintained to our quality standards and to ensure that you are serviced on the date of your scheduled cleaning.
Scheduling - Our goal is to have all homes scheduled for any given day to be completed no later than 5pm.
On a holiday week such as Memorial Day, Labor Day, Thanksgiving, Christmas, etc we reschedule all accounts to be serviced prior to the holiday. In these situations we extend our goal to have your home done by 6pm. We schedule our homes in this manner as it allows for us to be very flexible while dealing with the ebb and flow of each day.
Limitations - Our teams will do a thorough job of cleaning your home however there are limitations of their abilities.
Team members are restricted to lifting or moving anything that weighs 30 lbs or more
Team members are only allowed to climb as high as a company provided step stool (apprx 3 feet)
Dissatisfaction- Hey we are all human and from time to time someone is going to make a mistake. If for any reason you are dissatisfied with our service please let us know. Our goal is to make you happy so if something is wrong please let us know.
We will allow a 24 hour window to report any problems you have had with your service.
If notified within 24 hours we will gladly come out to touch up anything that was missed.
Complaints registered outside of 24 hours will require us to come out and see the job site first hand. From there we will decide what/if anything will be done.
Payment - Payment in full is due at the time of service. If payment is not made on the date of service a 25% late charge may be applied to your account and will be due on the date of your next cleaning service.
Cancellations - We ask that if you need to cancel your service that you give us as much notice as possible.
Cancellations made within 48 hours of your scheduled cleaning date will result in a fee equal to that of 25% of your cleaning service.
Cancellations made within 24 hours of your scheduled cleaning date will result in a fee equal to that of 50% of your cleaning service.
Fees can be waived by rescheduling the date of your cleaning service.
Prolonged Time Between Cleanings- Our rates are based on your schedule of service. Basically the greater the time in between cleanings, the more time will need to be spent cleaning the home. If the time in between cleanings is more than 2 months we will need to redo the deep clean service at the deep clean rate.
If a customer signs up for reoccurring service but habitually cancels every other cleaning. This account is now being serviced at a different schedule and hence the pricing will need to be revised to appropriate service rates. (example a customer that signs up for bi weekly cleaning but cancels every other service date meaning that we are coming monthly. The rate would change from bi weekly cleaning rates to monthly service rates).
Lock Outs - If we come to your home and are locked out we will follow the following guidelines.
1st time. In order to prevent future occurrences, we will ask for a key to the home or a key code to enter the home. You may choose not to provide a key or key code.
2nd time. If no key or key code has been provided we will again ask for a key or key code to enter the home to prevent future occurrences and will impose a 50% cleaning fee. You still may choose to not provide a key or key code.
3rd time. If no key or key code has been provided we will again ask for a key or key code to enter the home to prevent future occurrences and will impose the full cleaning fee to your account. A key or key code will be expected to continue service.
Bounced checks - If your check is returned a $40 charge will be applied to your account.
Fees - All fees are expected to be paid for by the time of your next scheduled cleaning date.
Extra Dirty Condition - After your first cleaning we will have learned what it takes to maintain your home. Your maintenance cleaning rate was determined based off of homes of similar size layout and approximate time that it takes to service homes of your type. If your home is maintained by you in a manner that extends the time to service your home significantly we will impose a $50 fee. If your home is consistently kept at a level that requires more time than expected we will contact you to renegotiate your reoccurring rate.
Temperature Conditions - When cleaning your home we request that your homes temperature be at a reasonable level. We have been asked to come clean houses that have been set to 45 degrees for move in cleanings and we have also been asked to come into homes in which the air conditioning has not been turned on and the home has been as hot as 100 degrees. Neither of which we can work in. We request that your home be set between 65 degrees and 78 degrees. If the team finds that the temperature in your home is outside of these parameters we WILL adjust the setting on your thermostat to adjust the houses temperature. We will also, when we leave, set the thermostat back to its original setting. In the event in which the temperature cannot be adjusted we will contact you to reschedule your cleaning.
Pictures - While cleaning your home we may choose to take pictures of an area(s) in your home to be used on our web site or for quality or training purposes. Pictures will never identify where you live. If you wish for us to never to use a photo from your home on our site please just let us know and we can have the images deleted.
If you have any questions regarding anything in this agreement please feel free to call and speak with us and we can discuss.
Our office number is 586-277-1123.