CLEANLY SERVICE POLICY
Effective as of January 1st, 2021
Cleaning Supplies: We bring all the cleaning supplies
Arrival Window: We ask that you please allow us a 2-hour arrival window from the time you choose.
For example, if you choose 10:00 am, your start time is between 10 am – 12 pm. We will contact you when we arrive, but please make sure you are looking out for us around your start time.
** Prices: The “standard” cleaning is quoted based on a normal home condition. If your home requires special attention such as a deep clean or move-in/move-out, we will either need to extend our time or prioritize our cleaning based on the details of your home. We will inform you before any changes are made.
You should prepare for your cleaning by having your home de-cluttered before your team’s arrival. If our cleaning professionals have to help organize and clear areas before cleaning you will be charged for the extra time involved and in certain circumstances, you may be refused service, and incur a $50 fee. A general rule of thumb is it should take no more than 2 minutes for our cleaning professionals to de-clutter a room before beginning cleaning.
Waiver of expertise: We are not tile, grout, carpet, stone, flooring, caulking, sealing, paint, plumbing, metal, electrical, or upholstery experts. Our professionals are trained to clean and sanitize. While our professionals are trained in methods of cleaning a variety of common household surfaces, our professionals do not treat or restore damaged materials and surfaces. If you need a specialist, we are always happy to recommend one.
Late Cancellations: For all recurring cleanings, you are given a grace policy of UP TO 2 cancellations fewer than 24 hours before your service time, after that you will incur a $50 fee if our cleaning professionals are unable to access the property and if we can not reach you. A cancellation of a one time cleaning within 24 hours or fewer will result in a charge of $50.
We reserve the right to refuse you service if we encounter anything that may endanger our cleaning professionals. This includes but is not limited to: mold, hoarding, abnormal buildup, etc.
Cleanly is proud to offer our 100% Satisfaction Guarantee. If you’re not satisfied, we’re not happy.
After your cleaning, you will be asked to perform a walk-through inspection with your cleaning team. If you are not 100% satisfied with the work performed, our teams are happy to re-clean any missed areas per your request, free of charge. Just let them know what you’d like to have them work on.
Note: To be eligible for our 100% Satisfaction Guarantee, clients must complete the post-cleaning walk-through inspection. If clients are not able or choose not to perform a post-cleaning walk-through inspection, the client is required to contact us by email, phone, or via our website within 24 hours of the time of the service or the 100% Satisfaction Guarantee will be invalid. Additional services will be charged accordingly. When making your booking, please keep this in mind.
Standard Cancellation Fee:
Cleanly LLC will give UP TO 2 grace passes for recurring clients on cancellations fewer than 24 hours before your service time, after that you will incur a $50 fee if our cleaning professionals are unable to access the property and if we can not reach you. A cancellation of a one time cleaning within 24 hours or fewer will result in a charge of $50. Please be sure to provide entry instructions if you will not be home. We reserve the right to charge our standard cancellation fee for any and all lock-outs.
Cleaning Supplies / Equipment:
Cleanly LLC provides products and nearly all equipment required for cleaning your home. It is required that your home has running water and working electric outlets. We reserve the right to charge our cancellation fee if we are not provided with running water or electricity. Our cleaning professionals are not allowed to climb ladders or be on stools of any sort. If you would prefer us to use your personal cleaning products or equipment such as a vacuum or mop, please leave it out and include this request in your special account instructions. We are not responsible for ANY damage caused by cleaning products provided by the customer. We will not use bleach or ammonia in your home under any circumstances.
Our work is done to demanding specifications and we will provide a 24-hour guarantee. This guarantee covers any work under Maintenance Housekeeping for ongoing service OR under Full-Service Housekeeping on an initial or move out service. It is your responsibility to notify us of any problem within this time period; a phone call or email is best. We will come back to your house for an inspection if agreed upon and correct the problem as soon as our schedule permits it. We will make every effort to be reasonable in unfortunate situations, but your house will not be re-cleaned if there is evidence of family members, guests, faulty/unmaintained equipment, break-ins, contractors, pets, acts of god, or any other unreasonable/unexpected factors have resulted in the dirtying of areas recently cleaned by our cleaning professionals.
Booking a service online DOES NOT guarantee you a spot for that date/time. Your booking is not confirmed until you have received an official confirmation email. Days and availability can be subject to change due to unfortunate circumstances. We will resolve these issues ASAP.
Price & Time Adjustments:
If the pricing calculator underestimates the price of your cleaning and the condition of your home is worse than predicted, we do have permission to either adjust the price or refuse the service. You will be notified by our cleaning professionals or by our management if they do not have time to complete the cleaning in the time allotted via our confirmation phone call.
Our cleaning professionals have been trained in the proper and safe handling of items in homes. Unfortunately, accidents still occasionally occur. If this happens, you will be notified by our cleaning professional, or left a note, and given a phone call. Reimbursement will be made up to $150 with a copy of your replacement receipt or a quote on a replacement for a similar item. Items which cannot be replaced due to sentimental or antique value should be reported to Cleanly LLC BEFORE service begins. We reserve the right not to touch an item. Reimbursement for items over $250 may be handled by our insurance provider. All damage must be reported within 24 hours. We will contact you after we receive notification. If we do not hear from you within the next 30 days we will assume you do not want to have us resolve the issue and the situation will be considered settled and rendered void.
The best protection is taking precaution. Please DO NOT leave out any money or valuables which could be lost or taken. When we find valuables left out we will clean around them.
Direct Hiring of Our Cleaning cleaning professionals.
Cleanly LLC invests heavily in procurement to find quality cleaners. Hiring OUR current, Ex-worker(s) and/or accepting side propositions from the cleaner makes you liable for an employment referral fee of $500.00 if you directly employ (legally or cash basis) anyone currently or formerly employed by, or contracted directly through us within the 2 year period following your most recent service. By using our service, you agree to notify us of any attempts to solicit or accept illegal business, otherwise; Attorney, Legal and miscellaneous expenses incurred to investigate and/or collect this fee will be added to any fees owed if we or any other party discovers this employment. Exchanging contact info is considered part of this breach.
Unless complying with all laws; direct, unreported or inappropriate employment practices are illegal. You acknowledge being informed that Cleanly LLC is obligated to report illegal hiring activities. In fact, any person or entity may report this to the proper Government and or governing Judicial authority so that an investigation may ensue. Implication, complicity or withholding knowledge of illegal activity is not only prosecutable by Cleanly LLC (when applicable), but also by United States Federal and Arizona State Local Laws.
Cleanly LLC reserves the right to remove its cleaners from your home should the environment become unsafe, our cancellation policy will apply.
Pets And Pet Fee
We will gladly work around pets. If your pet becomes anxious or presents a safety concern, Cleanly LLC reserves the right to remove its cleaners from your home. If a cleaner leaves your home prior to completion, Cleanly LLC will charge you a prorated expense based on work performed. If removal of our cleaning professional is due to aggressive pets, our cancellation policy will apply.
Our pet fee will be added to appointments which have a one or more pets which are not disclosed beforehand. This DOES include move-in/move-out cleanings.
Right to Refuse Service
Cleaning cleaning professionals have the choice to leave upon arrival if the home is in extreme condition which includes but is not limited to the presence of mold, insects, pungent odor, infection, rotting, infestation, rodents, urine or feces. This policy also applies to our cleaning professionals feeling unsafe/threatened. If you book a cleaning online for a property that is not in reasonable condition, such as requiring a cleaning up after a large party, hoarding, or extreme neglect, the cleaners may refuse service immediately at-will and you will be charged $50.
We require all non-decorative items to be picked up off of the floor. Our rule of thumb is that the cleaners have 120 seconds to organize in each room or they are to pile any and all clutter in one area and clean around it. Otherwise, the price can and will be adjusted at our hourly rate to accommodate for the extra time required in organizing items before cleaning can begin.
Cleanly LLC’s policy is we not not clean or put away dishes.
We offer an add-on to clean the inside of your oven. Cleanly LLC will clean the inside of your oven manually, however, we will not under any circumstances run the self-cleaning cycle on your oven. If you would like the self-cleaning cycle run, then you may run it with enough time that it is finished before we arrive and we can then clean out the residue during your appointment.
Large and Heavy items.
For safety and liability reasons, Cleanly LLC will not allow its Cleaning Professionals to lift or move heavy items or furniture weighing over 20 pounds. Please pull out appliances and move any furniture PRIOR to the cleaning appointment.
Cleanly LLC cannot guarantee the results of mini-blind, grout, chandelier, or vaulted ceiling fan cleaning. Mold remediation is a specialty. Cleanly LLC does not provide mold remediation and cannot be liable for any mold, urine or feces related risks in the client’s property. Cleanly LLC does not assume responsibility for the restoration of severely worn, stained or mildewed caulking and grout. This includes split wood floors and cabinets. If your home has been neglected, we will do our very best to get it clean, but we can not restore areas that have been neglected. We DO NOT clean carpets. If the home is old and there is build up over many years, we can clean the place but we can NOT restore.
Keys: We will not hold on to client’s keys. If you would like to provide us access to enter your property we will install a keypad lockbox on your property for a one time cost of $20.
Inside of appliances:
If inside your refrigerator and oven exceed the average condition, you will be billed for a deep clean at our hourly rate.
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