Customer Guidelines
Privacy
To protect our cleaners and your privacy, please be sure that any confidential or potentially illegal/personal documents or substances are put away before your scheduled cleaning.
Deep Cleaning / First clean service
Before performing the recurring appointments, we schedule the first cleaning, also known as deep cleaning. A lot of more effort is done on this first cleaning which can leave your place prepared for the standard ones.
House Temperature
So that we don’t melt or freeze, please set your AC to 74 prior to our arrival. We’re happy to readjust the temperature per your written instructions when we leave.
Dusting
Our cleaning technicians take pride in dusting your home. Our tools and techniques allow us to remove most of your home’s dust in a reasonable amount of time and effort.
Settling Dust
During the dusting process, some dust becomes airborne and will not settle until we have left. This is more common in first time cleanings and it may take several visits before settling dust becomes minimized.
Dusting Knick-Knacks, Collectables, Stand-up Picture Frames and other small items:
We dust small items based on the size and the number of items on a shelf or f at surface like a mantel. If there are 10 or fewer small items on a shelf, we will hand dust them and the surface below and return the item to the shelf. If there are more than 10 items per shelf, we may dust the items where they sit and the surface around them.
Dusting height limits
We are not able to dust items on shelves or hung on a wall that are higher than a cleaning technician can reach standing on a 2-step stepladder. We do use extension poles to high dust rooms, but we will not high dust items that may tip over or hung on the wall because we are not able to hold it with one hand in order to secure it while we dust.
Cleaning Time
We reinforce that we charge per job, not per hour. Our technicians are trained and have skills to clean in a shorter period of time, it does not mean, it costs less. Also, if you decide to give our team less work than agreed in the initial estimate, we will still charge the full amount unless discussed in advance.
Cleaning Supplies
Our cleaning technicians bring the tools and products needed to thoroughly clean and provide you the best cleaning experience your home may have.
We are not able to use any of your cleaning products unless discussed in advance. We also are not able to clean in homes that have any fumes from paint, varnish, sealants, solvents, etc. from recent work done at your home.
Pet special consideration and instructions
We work around pets every day and we love them! However, if you have special concerns that fall outside the duties of cleaning, we will not be held responsible for any damages or liability that result from your pets’ actions. If your pet has ANY special requirements, we recommend boarding them for the day of the cleaning. It is the costumer’s responsibility to restrain and safeguard their pets before our arrival as we will be entering and exiting your home with equipment and supplies. Also, our cleaning technicians cannot touch or pick up pet feces, including emptying or moving litterboxes.
Cancellations and reschedules.
All cancellations and/or reschedules must be in email or text.
We understand that last-minute emergencies are out of our control and these situations can happen to anyone, please note that some last-minute cancellations can be prevented if a customer provides us with access to their home using a garage door code, key, lockbox or other methods. However, if you cancel or reschedule your appointment 24 hrs. hours prior your home service, you will be charged a $50.00 fee to cover the cleaner expenses.
Payment for services
We accept all major credit cards and your credit card will be charge on the day of the cleaning.
Payment is due in full upon completion of the work or services provided on the same day.
We accept Zelle or Square (Fees and taxes may apply).
Termination or pause of recurring cleanings.
Please note that any cancellation requests made within 24 hours of your scheduled appointment will result in a cancellation fee, which will be added to your next cleaning appointment. We appreciate your understanding and cooperation in helping us provide the best service possible.
Late fees
If no payment is left for the team or paid by the end of the day, you may be charged a late fee.
Returned check fee.
A fee may be charged for any check returned by the bank.
Termination fee/ Suspension of service
Well Done Cleaning Services May terminate this agreement at any time.
If any of the above fees listed above have not been paid, your service will be suspended until all fees have been paid in full.
If service is suspended and you have not paid in full within 30 days, we will consider you to have terminated the service.
Collection Fees
In addition to any amounts owed to Well Done Cleaning Services, you agree to be responsible for all reasonable collection and attorneys’ fees we incur in seeking to bring your account current.
Working at home
The cleaners need to be able to work with minimal distractions, having other service providers present makes it difficult for our teams to clean your home quickly and efficiently.
Please make sure preventive measures are taken prior our visit to ensure proper performance, If we have already cleaned an area and other contractors are working, we will happily direct them on how to clean up after themselves.
Cleaning-day home preparation and Dishes
Your price for cleaning is based on the cleaning technicians focusing all of their time and energy on cleaning, not routine housekeeping.
We ask that you take a few minutes the night before a scheduled service to “pick up”. This will allow the cleaning technicians easy access to the areas/surfaces to be cleaned: floor’s, countertops, tabletops, etc.
Any dishes found in the dishwasher will be presumed to be dirty. If this is not the case, we kindly request that you empty the dishwasher before your scheduled home cleaning.
Furthermore, all dishes left in the sink will be considered as dishwasher-safe and will be loaded into the dishwasher for cleaning.
Please note, if you have a sink full of dishes that require hand washing, this will be considered an additional service and may incur an additional fee for this add-on service. We will provide you with a quote for any additional services required before starting the cleaning process.
If you’d like our cleaning technicians to do these tasks for you, please call us (in advance) so your cleaning fee can be adjusted for the additional “cleaning preparation” time.
Safety
We Train our crews to keep walkways clear of spills, equipment and items that they have moved to clean under. This is to reduce the risk of injury to you and to our crew members.
However, we do not assume liability for the safety of others while cleaning your home.
The client agrees to release Well Done Cleaning Services of any liability for injuries sustained due to equipment placement, including injuries from tripping, falling, striking equipment, falling debris, falling equipment or walking on wet floors.
Biohazard
Our Cleaning crew’s safety and health are of the utmost importance to us.
For this reason, we ask you to let us know if there are any potential biohazard situations prior to booking.
We will determine if we can proceed at this time with your service. These can include but are not limited to Mold, rodent or bug infestation, feces, bodily fluids (human or pets), etc. If our team arrives at your home and they find it overrun with any of these, they have been instructed to call the office and wait for further instructions.
If the actual conditions of the home were not fully disclosed at the booking and/ or the crew’s health is in danger at any point during your cleaning, we reserve the right to instruct them to skip that area or leave the property. If this occurs, you will be charged the full rate of your cleaning service. Follow-up service cannot be performed until proper documentation is presented showing that the situation has been resolved.
Damages & Breakage inside the house.
All of our teams are professionally trained, however, accidents still may happen, If we cause damage or breakage to an item, we will inform you immediately and work out a fair solution to repair or replacement within reason.
If you notice any breakage or damage that we may have missed, please report it to us within 24 hours.
Please note that Well Done Cleaning cannot assume liability for items that were broken or damaged due to unstable bases, improper attachment or defective securing to the wall.
Service Reminders
Well Done Cleaning Services utilizes the best of now day technology, to ensure a proper line of communication with our customers. You will receive an automated reminder email/text message two days prior to your scheduled service, on the day of the service when the crew is on its way to you and one more at the end of your cleaning. You may respond to this Message, but it is not entirely necessary.
If there is an error or you need to make any changes to your service, please notify the office immediately to arrange proper accommodation.
All of our crew are followed via GPS, to ensure their locations and safety at all times.
Media: Before and After Pictures
While performing deep cleaning or any other major cleaning service, our teams like to get photos and videos to show their skills and proficiency. We ask your permission to allow us to post these on our social media.
We will not disclose any personal information or leave anything on the pictures or videos that could identify you or your family personally.
Rate Increases
All our customers will incur a rate increase annually at the beginning of the month that you start your scheduled service with us. You will be notified in advance of the increase in amount and details.
Please note that you might incur other increases during the year prior to your annual increase. These increases could be the reflection of other factors such as crews having to spend time picking up clutter, excessive knick-knacks, consistently adding extra areas or tasks and changes in household size.
The price quoted for your home at the beginning does not include any of the above situations. Therefore, your rate may increase or be modified before your annual rate increase.
Teams and “Solo” Cleanings
Deep cleaning will mostly have crews of from 2-4 people and may take between 3-6 hrs., depending on the size and condition of your home.
Well Done Cleaning Services works with the two models of service, using crews and solo cleaners depending on different circumstances. Most of the time it will be the same crew unless other circumstances arise.
Non-solicitation of our employees
When entering into an agreement for services with our business, you agree not to solicit for hire any staff member introduced to you by us for any home-related services. We spend time, money and resources finding, interviewing, checking references and backgrounds and training our cleaners. If you are interested in one of our cleaners, give us a call and we will try to work this out honestly.
We do not provide your contact information to any of our employees, all contact must be directed to our office or through the Automated system.
Please, do not provide or ask for any contact information from any of our employees.
Privacy Policy
Well Done Cleaning Services does not share, sell or lease any personal information that identifies you, such as telephone number, address or email address. By signing this agreement, you are granting us permission to call, text and/or email you.
Thank you, for taking the time to read and for your understanding!