Satisfaction: We are confident in our work and are committed to providing superior service. If you are not completely satisfied, contact us immediately or within 24 hours and we will make it right.
Payment Options: Methods of payment accepted are cash, check, Master Card, Visa, Discover and American Express. Please make all checks payable to Superior Cleaning Done Right, LLC. Payment for service is due on the day of service. We do not keep credit card information on file. Billing options are can be discussed as part of client agreement.
Payment: Payment is due at the time of service unless other arrangements have been made. Failure to leave payment may result in cancellation of services.
Late Fee: If a payment is not made within 5 days of your service a $15 late fee will be applied to your bill.
Bounce checks: We charge the fee our bank charge which is $35 for a return check fee, that will be added to your bill.
Arrival Day: Superior Cleaning Done Right, LLC makes every effort to consistently schedule a predetermined set day that we arrive for each cleaning. If for any reason we need to reschedule due to staff illness or other unforeseen circumstances, we will give you as much notice as possible.
Arrival Time: Cleaning service occurs between 9am- 5pm on your regularly scheduled day. Given that each home that we clean varies in the amount of time it takes to clean, we cannot guarantee an exact time that we will arrive, however, will always give you and estimated time frame.
Access to your home: We will discuss arrangements of how to access your home before your first service. Clients generally provide a copy of the house key for the company which alleviates the need for the client to remember to leave out a hide-a-key or having to wait around to let us in each visit. Clients’ keys are labeled with a secure company code so that private information would never fall into the wrong hands. You can be assured that all of our Techs have had thorough criminal background checks through our company and will always be accompanied by a supervisor or manager. Keys will be returned if there is a cancellation of service.
Cancellations / Reschedules: We do not assess a fee for cancelations/ reschedules as we understand things can come up. We do appreciate as much notice as possible.
No-Show: While we do understand that things happen that may cause you to miss your appointment, notice is required even if it’s on the same day. If we travel to your home and is unable to clean without notification a $35 no-show fee will be applied.
Cleaning Techs: There will generally be 1 – 2 Cleaning Techs assigned to your home after the First Time Clean. Given how scheduling works, we are unable to guarantee the same Cleaning Tech each visit, although we do make every effort to.
Tipping: Gratuity is not required or expected but always appreciated for a job well done. Even if you don’t tip each time your house cleaner shows up, you may want to include a tip during the holidays. In this case, a tip is more of a thank you gift. This tip can be as small as a few dollars or as large as the amount you’d pay for one visit.
Getting ready for the cleaning – Don’t “clean” before we arrive, but do “pick up” as much as possible in areas you would like us to clean. This will allow us to focus more on detail and quality for you.
The setting: We do not request that the house be unoccupied during the time of cleaning, though it’s preferred for efficiency. We understand this may not always be possible and it would just need to be something to be discussed before setting up service.
For example, if a client has a home office and is on conference calls, we would need to arrange our cleaning visits around that since we wouldn’t be able to run the vacuum cleaner during that time.
Or if there is a little one at home, we would want to arrange cleaning time around nap times, etc.
Pets: We love them! But please secure any pet that may be a threat. Also, we do not clean up after sick pets or pet accidents.
Breakage – It’s bound to happen sometimes. We do our best to prevent it and effective communication is very important.
1. Sometimes breakage occurs when there are “booby traps”. Those are accidents waiting to happen. We are often handling things that aren’t normally touched (pictures not hung securely (e.g. with thumb tacks), top heavy items with unstable bases, wobbly, tippy objects). Each incident is reviewed on a case by case basis. We cannot take responsibility for “booby traps”. 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. We will pay up to $100 per breakage item, when value is verifiable. If the damage is valued at more than $100, a Liability Insurance Claim and Investigation will need to be opened through our insurance carrier.
3. In some cases we will have the broken item repaired by a professional restoration company. Breakage values over $25 must be verified before replacement or reimbursement will be authorized. Please save the broken item for our inspection. Breakage must be reported within 30 days of discovery.
As owner of Superior Cleaning Done Right, LLC I take responsibility for my employees and their actions. Our policies are designed to help minimize risks. I will personally review any unresolved incident to insure the fairest resolution possible. You are our valued customer and we wish to resolve each incident to your satisfaction.
Due to health and safety reasons, we are unable to clean up human, pest or pet waste and bodily fluids. We can recommend a company that is equipped to handle these situations. If we come into a home that requires this type of cleaning we will skip the affected rooms and discount the client accordingly. We do ask to be informed beforehand if this may be an issue.
Due to Health and Safety Reasons, Cleaning Techs are required to wear closed toed, non-skid shoes while cleaning. We are not able to provide service for “shoes off” households.
Please do not hesitate to give me a call if you need further clarification on any of our policies. We clean all homes with as much care and respect as possible. When we fail, I seek your communication on the matter. We never want an issue to go unresolved. Thank you for your confidence in allowing us to take care of your house cleaning needs.