Policies and Procedures

Liability​

1. The cleaning company will be careful as possible with your home and items. In case of any accident, the client will be notified within 24 hours of breakage or loss of any personal items. Our breakage policy does not cover items that are irreplaceable and antique or hard to find. Please remove or put away these ‘hard to find’ items before the day of cleaning.

2. Our cleaning Service does not use any ladders. We also do not move items weighing more than 35 pounds; This is to protect our employees from injury. If you want us to clean areas behind heavy objects, please move before the day of cleaning.

3. Our cleaning service does not make use of any kind of bleach. If a client requires the use of bleach, our cleaning services are not liable for any damage such a chemical may cause.

4. Our cleaning service will not be held responsible for damage incurred due to the improper installation of any equipment (for example, heavy pictures frames hanging from thumbtacks, any type of floating shelf, etc.).

5. We assume that all surfaces are sealed. If there is any surface that is not sealed, the client should notify us so that our staff can apply caution.

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Business

1. Our Cleaning Services employees do not clean soiled clothing, vomit, animal droppings, human feces, litter boxes, pets cages, or other biohazards.

2. Our cleaning services advise that the alarms are kept off on the cleaning day. If the alarm must be on, and the alarm is triggered, our staff will not be liable for any associated cost.

3. The rate for our cleaning services is subject to change as the condition of your home changes. Additional services required need to be requested beforehand (at least 24 hours) to give us time to schedule the additional time and supplies needed for the job.

4. If any surface is excessively cluttered, we will not be able to sufficiently clean the area.

5. To avoid confusion, our customers will be given a checklist of all the services rendered in each room.

6. If you solicit for hire any staff member of our company for any house cleaning service outside the agreement you have with our company, you have to pay a referral fee of $1500. All employees with our cleaning company are bound by a one-year non-compete contract.

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Cancellation

1. Cancellations must be communicated to us at least 48 hours before the scheduled cleaning; otherwise, a $50 cancellation fee will be applied. This rule includes situations where we cannot gain access to your home or where our staff members feel that their safety cannot be guaranteed because of the aggressive nature of pets or an individual in that area.

2. Our cleaning services reserve the right to terminate service or deny any service due to inappropriate or uncomfortable situations, financial or safety concerns.

3. Please understand that unlike other industries such as retail, nail salons, etc., we in the cleaning industry do not have the luxury of walk-in customers to supplement our schedules when a client cancels without notice. When we schedule your cleaning job, we reserve that time for you and you alone.

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Firearms

1. For your safety and ours too, if you have firearms, we advise that they should be stored and locked away before we come to clean your house or office. We will not clean any place where the firearm is visible. Please note that keeping firearms under mattresses or pillows violates our safety principles, as they pose a danger to our staff when cleaning the bed.

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Business Hours, Weather, and Holidays

1. Our business hours are between 8 a.m. and 5 p.m., Monday through Friday, and all services, visits, and inquiries are expected to be completed during this period.

2. Due to the fact every home requires a different amount of time to clean and San Antonio traffic we do not guarantee arrival times to anyone but our 8am clients. If you need an estimated arrival time for your clean please call or text us at 210-996-8854.

3. We reserve the right to cancel/reschedule any scheduled cleaning if the weather is not good enough for us to arrive safely.

4. Our cleaning services do not work on Christmas Eve or Day, Thanksgiving, New Year’s Day, Labor Day, Memorial Day, or the Fourth of July. If your scheduled cleaning falls on a holiday, we reserve the right to reschedule the service.

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Wear and Tear

1. Do remember that the longer you live in a house, the more wear and tear there is. Window tracks, mildew, showers and tubs, excess water spots and soap scum on glass shower doors, worn flooring, grout, etc. are all areas where wear and tear will be obvious in a house.

2. These areas may take more than one cleaning session to improve in appearance. We are professionals, not miracle workers, and the surface may never be clean again despite numerous cleaning schedules. 

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Fee

1. We reserve the right to change our fees at any time to reflect economic realities. There is also a sales tax that is added to our fees as required by state law.

2. You can give tips to our cleaners, but they are not required though are greatly appreciated. You are free to include your tip in your payment or leave the cash in an envelope with a note.

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Sickness

1. In a situation where you have someone suffering from communicable illness in your home, please contact us, and we will be happy to reschedule as soon as possible to clean your home.

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Key Control

1. If a key is provided to their home or office. We guarantee that we will take every precaution to ensure the safety of the key and your home in general. Keys are usually coded by number and do not have names or street addresses on them.

2. Immediately when we are done with our work. The keys are handed back to you. If you decide to give us the key and no one will be at home during our work hours, you may choose to leave a door open or keep a spare key in a place that is secured (a lock box) where our cleaners can have easy access to your home.

3. In this situation, we are not liable for any damages that may arise from damage or theft because we cannot guarantee that our cleaners will be the only ones who gain entrance into your house that day.

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 Bad Check Policy

1. A $50 fee is assessed on every check returned. Fees must be paid promptly and before any other services are rendered.

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Pets and Children

1. Your pets are an integral part of the family, and we acknowledge that. If your pet is scared of our cleaning equipment or is so friendly that it will distract us from our work, we may suggest that you place them in areas that we are not working on. Our professional cleaners are not trained to clean pet feces, and this also includes litter boxes and dog kennels.

2. For the safety of your children, we ask that they be supervised while our staff and equipment are present in your home.

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Payment Agreement

1. Payment is expected to be made at the time of service, unless you are invoiced monthly. A $50 non-payment fee will apply if we don’t get your payment on the day of cleaning your house. We also have the right to suspend our services until payment is received. 

2. If more than one consecutive service for our monthly, biweekly, or weekly customers is not done, this will attract an extra charge of $25 to return the house to our standard. This cost will be incorporated into the cost of your next cleaning visit.

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Insects

1. Insect infestations can be a big barrier and may prevent us from cleaning your house or office. If severe infestations of bed bugs, termites, ants, roaches, fleas, etc. are seen when doing our work, our staff reserves the right to not continue cleaning your home or office until the problem is resolved. Please note that we are not responsible for cleaning up dead insects that you have killed with insecticides. We will leave a note for you explaining the situation.

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Satisfaction Guarantee

1. While we do not offer refunds on services that have been rendered, our cleaning company wants you to be overly satisfied every time we clean your house or building. If reported to us within 48 hours and you are not satisfied with our work, our cleaners will come back to your house and re-clean the said item, which you will enjoy at no cost.

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Supplies

We do supply our tools and supplies because of the following reasons:

1. To free you from having to keep track of what we need before the scheduled day.

2. Our products are tested and trusted.

3. Our cleaners are trained to use this product and tools.

If you want us to use your products or equipment, kindly let us know at the time of scheduling.