Terms and Conditions
1. Safety
The safety of our employees is extremely important. To decrease the risk of injury to employees, we are unable to: move heavy objects, flip mattresses, etc. We are unable to clean up vomit, blood, urine or excrement.
Additionally, our employees have the right to refuse service if evidence of pests and/ or rodents is found. This includes and is not limited to cockroaches, rats/mice, maggots, bed bugs, etc.
We do not accept clients who bully or harass our employees. By enlisting our services, you agree that you will not directly or indirectly make any derogatory or offensive statements to Cleaning Service Solutions employees.
If an employee feels that their personal safety is in danger, and the employee must leave the job site, the client is still responsible for the full cost of the job.
2. Scheduling
We provide you with a 2 hour window of arrival. If you however require a set time please specify this upon booking and our team will accomodate.
3. Service Limitations
- We are unable to relocate furniture weighing more than 15 Lbs.
- Our policy restricts climbing beyond a 2-step ladder; however, we will make an effort to reach visible areas using an extension duster.
- Areas within a residence deemed or potentially deemed biohazardous will not be serviced. This encompasses tasks such as handling cat litter boxes, human or animal waste, mold, hoarding situations, and similar scenarios.
- Please note that we are unable to provide cleaning services for blinds or drapes.
4. House / Apartment Preparation
In order for our employees to work more efficiently, you need to tidy up your home, as this will save money and take less time to clean. If a property is not tidy, a deep cleaning fee will have to be added.
5. Payment Requirement
We accept MasterCard and Visa, Bank Transfer, Zelle, Paypal and Cash payment. We do not receive checks. Full payment is due 24 hours prior to your scheduled cleaning. If full payment is not received 24 hours prior to your scheduled cleaning, your cleaning will be cancelled and you will be asked to reschedule your service.
6. Cancellation & Lock Out/Turned Away Fee
If you are not at home when we come to clean, please disable your security alarm prior to each scheduled visit or provide us with an access code. In the event that our cleaning staff is unable to access your home or is turned away upon arrival (for any reason), a charge of fifty percent (50%) of the bill for the service that was performed will be applied. The same applies in case of defective lock boxes or incorrect codes provided to our staff.
8. Confirmation
Making a service reservation online does not ensure availability on the date and time requested. A confirmation will be sent by email, and the customer is advised to contact to confirm the reservation through the website.
9. Refunds/Re-Cleans
We offer a no refund policy for the service performed. Refunds will only be issued if we do not confirm or do not arrive at the service location. If you are not satisfied with the service provided, you must let us know within 24 hours of the service being provided. We may perform a re-cleaning with the same or a different service provider. Re-cleanings may be performed on the same day or at a later date. No re-cleanings will be performed for notifications after the same day of service.
10. Valuables
If you have irreplaceable, collectible or expensive items, please secure or store them to avoid painful accidents.
11. Repairs & Damages
Cleaning Service Solutions assumes no responsibility for damage caused due to faulty or improper installation of items. Please inform us of any items in your home that require special attention in this regard. Our cleaning team will inform the customer immediately of any accidental damage that occurs during the job. In the event that the customer discovers any damage to the home as a result of our cleaning service, we ask that you notify Cleaning Service Solutions within 24 hours of the service. If notification is made after this time frame, we reserve the right to refuse compensation. We understand that accidents happen. If we are responsible for damage to your home or belongings, we will contact you as soon as possible on the same day of the cleaning. We will make every effort to repair, replace or compensate you for any items we have damaged.
We will not be responsible for pre-existing damage, faulty fixtures, scratches, dents in windows, paint, furniture, floors, walls, or other items that are not in good condition (such as heavy pictures hung with thumbtacks instead of being properly anchored to the walls). Items of value, both monetary and sentimental, must be stored or cleaned by the owner during the cleaning day.
All surfaces, such as marble, granite, wood floors, among others, are expected to be sealed and ready to be cleaned without causing damage by using common cleaning products.
12. Pricing
As the costs of our business increase each year, we reserve the right to adjust our cleaning rates annually. We give as much notice as possible when this occurs. Please understand that we take very seriously how any increase affects our customers and only do so when there is no other option.
13. Solicitation of Staff
We devote significant resources, including time, money, energy and training, to the development of our employees. Given their excellence in their roles, there is the possibility that our clients may request that they be hired to work on a personal basis. The client acknowledges and agrees to a $3,000 fee in the event that it hires any of Cleaning Service Solutions’ employees while they are employed by our company or within three years of such employee’s last day of employment with Cleaning Service Solutions.