Policies Security Keys - Cleaning schedules may have a short variation in timing, so it is appreciated if each customer supplied us with a key or some form of access to the home. All keys will be coded with no indication of whom the key belongs to. In addition the keys will only be given to the team leader who is in charge and will require a signature on a tracking log upon disbursement of the key. Security alarms - In the event that your home or business is armed with a security system we will require you to either provide us with codes to disable alarm or leave alarm off on your scheduled cleaning day. Notification of change in security codes is also necessary. Payment Payment Collection - Payment is due in full prior to scheduled cleaning day or on the day of your scheduled cleaning. Payment can be made in check or cash and left for the team leader on the day of the scheduled cleaning. Payment by credit card is preferred. A credit card is required to secure and save your cleaning spot on our calendar. Credit card, cash or check is expected on the day of service and can also conveniently be left for the team leader to pick up when the team arrives. If payment is not received or is not left for the cleaning team on the day of service, a charge of $15 will be added to your payment. A fee of $30 will be charged for each non-sufficient funds check returned by the bank. In the event an account requires legal or collection action, the customer agrees to pay all costs of collection without limitations for attorney fees, court costs and all collection costs including interest on past due amount. Non- sufficient funds - In the event that a check or credit card transaction is declined there will be a 30 dollar in -sufficient funds charge for each transaction. General Health policy - We ask that all customers consider the health and well-being of our staff and notify the office in the event that anyone in your household is sick or has a contagious illness. In this case we will not send any crew unless we are able to take the necessary precautions. Services can be rescheduled. To ensure the safety of all our employees (in the work environment) please: Be sure that rooms are well ventilated, so that the employee can avoid working with poorly ventilated rooms. Maintain a proper temperature your home /our work place. OSHA recommends temperature control in the range of 70-77° F Hours Office hours- Monday - Friday 8 AM until 4PM Saturday 8AM until 12 PM Residential- Cleaning hours Monday- Friday 8AM until 4PM Commercial- Cleaning hours Sunday- Saturday 5pm - 9AM
Holidays - It is important to us that our cleaning crew is as happy as our customers so cleaning will not be scheduled on Christmas Thanksgiving or both New Year’s Eve or day. If you’re scheduled clean falls on one of these days we will contact you in advance to schedule a different day. If you would like to reschedule on a holiday not listed be sure to call at least 48 hours in advance. Referrals - We appreciate referrals so much that if someone your referred uses our service we will take twenty dollars off your next scheduled clean. If someone you referred uses our services five times we will thank you with a onetime free cleaning at your convenience. Supplies and equipment - We supply all supplies and equipment and a list will be available upon request. In the event that you would prefer a specific supply or equipment of your own used please alert the office of your request and leave supply out for your crew on scheduled cleaning days. Guarantee - Every clean is guaranteed and if something is not satisfactory we want the opportunity to make it right. Just contact the office within 24 hours of the scheduled cleaning and we will make every effort to correct the problem. Quality of Service - As part of our service and to insure a quality clean, we will frequently perform post clean home inspections and or follow up service phone calls. A supervisor may elect to contact you or meet you at your home after our cleaning team leaves. We believe that inspections and customer contact is the best way to help insure our high standards are met and to continuously improve our customers
experience. Our Cleaning Crews We can guarantee that our employees are specifically trained and trusted and of course they will be respectful while in or around your home or business. They will not smoke, eat or drink while working, nor do they watch TV or play the radio. They will not answer the telephone or doorbell. Their only purpose while in your home is to clean. Depending on the job Queens of Clean will either assign a single cleaner or a Team Leader with a team of cleaners. We will make every effort possible to keep the same cleaner or team of cleaners assigned however; we cannot always guarantee it due to illness, promotions, vacations, etc.
Accidents Though not common, from time to time accidents will happen. Our personnel are instructed to call our office immediately in the event of an accident. We will either contact you immediately or if previously agreed upon, leave you a note advising you the event. In the event an item is damaged or broken, we reserve the option to repair or replace the item. A detailed dollar value amount of “one-of-a-kind” items must be demonstrated in order to determine a correct value. We cannot be responsible for unsecured wall hangings or otherwise unstable things that are prone to falling and or breaking.We recommend if you have valuables or heirlooms, etc., it
would be helpful if they would be secured or put away to avoid any incident.
Extra Work Our cleaners are instructed to follow the work requirements as outlined on your service agreement. In order to maintain our schedules and avoid any scheduling conflicts, If you have any extra needs, please contact our office at least 2 business days before your scheduled cleaning.
No Hire Policy When entering into an agreement for services we ask that you do not solicit or hire any of the staff members introduced to you for any services. If you are found to have solicited one of our staff, they will be terminated immediately as they will also be in breach of their own non-solicitation agreement. And you will be charged our referral fee of $1,000 payable immediately.
Other Policies Cancellation Policy We require a 48 hour cancellation notice. If were not notified within this specific time frame you will be billed at your scheduled cleaning rate.
All notifications must be made by calling our office. Please leave a detailed message, if you cannot reach the staff member directly.
Schedule Changes and Lock Outs Should you wish to change the cleaning schedule or frequency, a quick call to our office is necessary to expedite your request.
If upon arrival, we cannot gain access to your home or business and you have not notified the office in advance, we will charge a $30 lock out fee to cover our expenses.
Please note our teams are instructed to follow the instructions as they appear on their work order. They are not authorized to deviate from these instructions without prior authorization. This is necessary to maintain
schedules and avoid any scheduling conflicts.
Pet Policy For our Safety, your pet’s safety and yours, we ask that pets are kept in a safe and secure area while our teams our on premises.