Please refer to our calendar invitation we send via email for specific information regarding the day, time and frequency of your cleaning, as well as notes specific to your house cleaning service, including payment details.
HOURLY RATES (1/27/2022)
ONE CLEANING PERSON ASSIGNED TO SCHEDULED HOMES UNLESS ADDITIONAL PEOPLE ARE REQUIRED OR REQUESTED
NORMAL HOURLY RATE IS $ PER (MAN HOUR) EXAMPLE: 1 CLEANER =$40 PER HOUR (INCLUDES MATERIALS), 2 PERSONS CLEANING = $80 PER HOUR, WHICH REDUCES THE NUMBER OF HOURS REQUIRED BUT PRICING STAYS THE SAME.
(IF YOU ELECT TO USE 2 CLEANING PERSONS (IF WE HAVE 2 AVAILABLE) THIS CUTS THE CLEANING TIME IN HALF) SO YOU PAY THE SAME AMOUNT FOR US TO FINISH THE JOB IN 1/2 THE TIME IT WOULD TAKE 1 PERSON. (THIS SCENARIO WOULD BE DEPENDENT ON NUMBER OF CLEANERS AVAILABLE).
Your cleaning service schedule is indicated on and included our private calendar event we created for you and is located on our private calendar . We do our best to be prompt and meet the cleaning time indicated, but traffic, other clients and unforeseen circumstances may affect our scheduled arrival time. Therefore Please understand that all appointment times are (approximate) arrival times. If your scheduled cleaner is going to be more than 30 minutes late, we will contact you. If no arrival time is indicated, then the cleaning will be done between the hours of 9:00 a.m. and 6:00 p.m, but we sometimes work later that this. Our cleaning people appreciate your flexibility. Please allow for an open time frame rather than an exact arrival time when possible..
Deep Clean Add-On’s
If you added Deep clean add-on’s such as window cleaning, blind cleaning and interior appliance cleaning and decide to remove them, we would appreciate being notified at least 72 hours in advance of cancelation of those services if at all possible.
Payment deposits are required to schedule and hold cleaning dates, Balance of Payment is due at the time of service unless we have made other arrangements with you.( We will request deposit to schedule appointments in advance). If no cash or credit card payment is provided at the time of service, full payment for all amounts owed will be processed using the credit card you have on file. For customers with recurring cleaning accounts, We may also submit an invoice via PayPal for payment of services rendered.If we charge a credit card on file for a cleaning and you decide later to pay by cash due to it causing an issue w/ your bank or you just changed your mind, we may refund this charge to the card on file with the exception that you have provided us with cash first.
Excessive Clutter Policy
What is Clutter?
Clutter is a mass of trash, items, nick-nacks, or personal items on the countertops, furniture and/or floors of your home. Clutter significantly inhibits our ability to perform our cleaning tasks efficiently and stay on schedule.
It is crucial that you pick up clutter from the rooms you want us to clean before we show up!
We are there to do our job at the highest standard that we can. There are many reasons we don’t clean around excessive clutter. It is easy for cleaning techs to miss areas; there is a significantly higher chance of us breaking something, and it usually takes two to three times longer for us to complete a cleaning when the area is highly cluttered, This can also affect customers that we have scheduled after your cleaning.
A TRANSPARENT POLICY THAT EVERYONE CAN UNDERSTAND
- If a room has enough clutter to cover the floor, we will not be able to clean that room. ( Unless you have hired us to complete Home Organization Services, or scheduled an Extreme Deep Cleaning Service )
- If your countertops, or furniture are covered in clutter, we will clean around the clutter without moving items, if the clutter leaves nearly no visible countertop space, we will skip this area. ( Unless you have hired us to complete Home Organization Services, or scheduled an Extreme Deep Cleaning Service )
- If half the rooms in your home are covered in clutter, we will have to phone the office and get a manager involved. In most cases, this will result in rescheduling your cleaning. ( Unless you have hired us to complete Home Organization Services, or scheduled an Extreme Deep Cleaning Service )
- It is not common practice clean while someone moves clutter around for us, and we prefer not move excessive clutter ourselves for reasons stated above. ( Unless you have hired us to complete Home Organization Services, or scheduled an Extreme Deep Cleaning Service )
- If we have to leave your home due to clutter, you will be charged for the (time) we were there. Our hourly rate, in this case, is $40 per labor hour, per person, in your home. I.E.: Two cleaners would equal $80 per clock hour.
- If we have to cancel your cleaning due to clutter, and you are unwilling or unable to reschedule, we reserve the right to charge according to our cancellation policy.
- If we come back to a rescheduled appointment and the home still violates our clutter policy, we reserve the right to automatically charge a full cleaning price.
We require any cancellations (when necessary) to be communicated in writing by emailing us (at least) 72 hours in advance of scheduled service (if at all possible.) Bi-weekly scheduled service should communicated in writing the week before the scheduled service is scheduled to occur. This would give us the opportunity to schedule other appointments if you have the need to cancel your appointment. We appreciate your understanding. We reserve the right to charge a cancellation fee equal to half the estimated price or the deposited amount for late cancellations, cancellations with little or no notice or additional hourly rates for recurring maintenance cleaning cancellations and asses additional fees for the next scheduled cleaning or charge for a first time deep cleaning,
Thank you for understanding and cooperation.
Overdue payments are subject to a late fee of $40.00. In addition, interest will be charged at the rate of twelve percent (12%) per month on all overdue amounts. Spotlessly Clean reserves all rights available under Alabama, Georgia, Kentucky and Illinois laws to collect any amounts due and owing pursuant to this agreement.
Paying for family or friend service
If you are paying for a family or friend and claim to cancel service but your friend or family member lets our cleaners in to clean this assumes you still wanted service and any balance owed would be due upon receipt of services. In order for dual accounts to be cancelled in full, BOTH parties must contact us by email at least 48 hours before next appointment.If one spouse cancels service and the other spouse and/or kids let us in to clean, this implys to our cleaners that it is OK for us to be there and payment will be expected.
Your assigned cleaner is indicated on your account. This person will be your regular cleaner with the exception of illness, vacation, or personal emergency. In the event your assigned cleaner ends employment with the company, he or she will be replaced with another trained cleaner who has been briefed on the details of your home and cleaning services.
Limitation of Liability
All items of value that are non-replaceable, one-of-a-kind, sentimental value, collectors items, trophies, discontinued patterns, family heirlooms, and high cost crystal-china-ceramic items must be disclosed to Tabby’s Spotlessly Clean . These items cannot be cleaned due to insurance regulations. Tabby’s Spotlessly Clean will not be liable for items not disclosed and listed on this estimate. Tabby’s Spotlessly Clean will not be liable for items broken or damaged due to product wear-and-tear, nor damage to or caused by fixtures that are not properly secured such as pictures, mirrors, window treatments, wall coverings, lack of furniture glides for wood floors, lack of scratch covers on the bottom of furniture decor, cabinet mounted appliances, and household accessories. Tabby’s Spotlessly Clean will not be liable for damage that is not reported within 24-hours of your last cleaning. We will not accept liability for damages directly or indirectly caused by non-standard company products and equipment requested to be used. Tabby’s Spotlessly Clean will only consider liability for the repair of replacement cost of the item damaged or broken. If an item is part of a set, only the cost of the individual item will be considered.If Spotlessly Clean is requested by the client to clean windows or window blinds, Tabby’s Spotlessly Clean will not be responsible for any damage or loss if such blinds are damaged in the cleaning process.
SERVICE QUALITY GUARANTEE
Spotlessly Clean strives to provide outstanding cleaning services for our clients. We prefer to conduct a walkthrough at the end of services to address any issues, but if this is not possible. and you are unhappy with any cleaning service provided, you are required to notify us within 24 hours of service in order for us to address and correct the problem.If we receive prompt notification, we will schedule a time to come back to examine the problem. If the problem involves the quality of service we have provided, we pledge to correct the problem at no charge and additionally provide one man hour of cleaning services at no extra charge to compensate for your inconvenience.If we do not receive notice of a problem within 24 hours of the cleaning, or if you decide to correct the problem yourself, we will not be able to correct the problem for you nor will you be compensated for your inconvenience.Please keep in mind that, if you have purchased hourly cleaning, we can only guarantee that a cleaner will stay for the specified amount of time. We may not be able to complete all tasks if time runs short. Therefore, if the problem involves the time needed to complete the cleaning service rather than the quality of the service itself, we can only correct the problem if you purchase additional cleaning time.
Health and safety
All equipment, including electrical, to be used by Spotlessly Clean must be in good working order. Any Customers home we clean must be a safe working environment in which to do our job properly. Health and safety is important to you as the customer and to Spotlessly Clean to eliminate any possible accidents. In the event that a house is a hazard or cluttered, we reserve the right for our cleaners to take pictures of the area(s) for before and after of what was done.
As you know the weather in Alabama Georgia, Kentucky and Illinois can be unpredictable. If there is a storm in progress on your scheduled cleaning day; the office will make a judgment call as to whether the staff will be going out that day. We would never want to jeopardize the safety and welfare of our staff. If we do have to cancel your visit due to bad weather conditions; we will contact you to reschedule your cleaning.We ask that you please be aware of the conditions outside of your home on the day that we are scheduled. Please keep driveways and walkways, clear and sanded and/or salted as needed so that our staff can access your home without getting injured. If you feel that we may not be able to access the home because of the conditions, please contact us in advance to let us know.
Keys, alarm systems and security
If you as the customer require Spotlessly Clean to hold a key to enter your home, under no circumstances will we keep your address details with the key. However to identify your key it is acceptable to keep a key fob with your initials to make it easier to identify which key belongs to you. You must inform us of any alarm system that needs to be unset or reset. It is in our best interests for your keys to be kept secure at all times. It is our policy to keep our customers keys safe however we will be fully responsible for any keys lost or mislaid for them to be replaced as soon as possible.If you as the customer are present, please make sure that you are there to let us in at the agreed time. If we arrive at the designated time and no one is home without giving notice, you as the customer will be responsible for paying Tabby’s Spotlessly Clean the full amount of hours for that day. No cleaning fee will be refunded.Any Incidental costs incurred by the company or cleaners as a result of a clients action will be fully reimbursed by the customer immediatelyTabby’s Spotlessly Clean has a strict no smoking policy. We do not accept anyone smoking while at the clients premises. This also includes the use of computers, telephones and/or any other personal item/s belonging to the customer which are not permitted to be used except in an emergency
If construction is still in process during or after we clean, we cannot guarantee work done and you are still responsible for payment in full for cleaning services. If you feel that our cleaning was not up to par and notify us within 24 hours, we will come out and fix those items within 72 hours, assuming that the property was not occupied by construction crews or people getting it dirty again. We cannot guarantee that we can get back out for redo cleanings before your tenants move into the property. Due to certain surfaces being easy to scratch, we cannot guarantee that ALL hard floors will be 100% residue free to avoid us causing more damage. If we are not able to remove paint or other residue using non-scratch methods, this does not mean the cleaning is free.If owner or property manager is not able to walk and approve the cleaning before we complete a cleaning, we assess a $50 fee for us to come back out to to a post cleaning walk through if you need additional items done.If we send you a line item Estimate/Invoice and there is a dispute about a particular item, the other items must be paid in full before we will fix the item in question.If you report a quality issue to us after 24 hours or falls outside our guarantee, we will attempt to re-schedule your redo cleaning asap.
Tabby’s Spotlessly Clean provides all cleaning materials and supplies. However, if you desire that we use your own equipment e.g. vacuum cleaner, mop & bucket, cloths and cleaning materials, you will need to let us know BEFORE your appointment. If you have special situations or type of finish on walls, sinks, cabinets, or floor that require a specific solution other than what we use, you need to let us know and not assume we should know. No two customers are the same and everyone has their favorite brands and way of cleaning. Also, some bleach based products are acceptable providing the necessary precautions are taken, any use of bleaching agents in the property is at the customer’s own risk.