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Cleaning by Design Terms of Service Agreement

Upon acceptance of these terms, it is presumed that the client has carefully read, understood, and agreed to the stated conditions. The client commits to being accountable for complete payment, communication, adhering to this agreement, and following the satisfaction guarantee procedures. Cleaning by Design does not acknowledge involvement from third parties. Please note that these terms are subject to change without prior notice.

Quality Assurance

We are a bonded company with cleaning techs who have passed rigorous criminal background checks and are certified in Perfect Maintenance Cleaning. We guarantee our work. Please inform us if any aspect does not meet your expectations on the same day. We will promptly send someone to re-clean the missed area within 24-48 hours

Payment

Deposit:

Credit card information is mandatory to book your appointment. First-time clients must secure their appointment with a credit card. A non-refundable deposit of 50% will be charged on the booking day.

Balance:

After completion of the service, the remaining balance will be charged. You agree to ensure payment for the services rendered by providing your credit card details.

The Cleaning by Design Guarantee

Cleaning by Design’s mission is to provide joy and sparkle to the lives, homes, and communities we touch. If you are not completely satisfied with your cleaning, we gladly return and re-clean whatever is in question at no additional charge. If you see something that’s not up to your standards, please take a picture and send it to us within 24 hours after the cleaning. We promise to correct it by returning it at the earliest possible moment.

Tips for the team are never expected but always appreciated!

Refunds and Complaints

If there is anything that is not up to your expectations please let us know that same day or within one business day so we can send someone back out to re-clean the area that was missed. Refunds are not available. If a re-cleaning offer is declined, it will be considered a resolved complaint.

Protecting your home:

We understand the importance of knowing that your home is safe and that your home is one of your most valuable possessions. We treat it that way, by handling your home, your key, and your belongings as carefully as if they were our own. Even if you are not home when we come to clean, rest assured that we keep your home and possessions safe and secure throughout the cleaning process. We value the trust that you place in us. Cleaning by Design is bonded and insured. Our coverage includes liability and workers’ compensation. If something should happen, you are fully protected. If the safety or belongings in your home are ever in question, please contact us immediately so it can be addressed at once.

Photography and Privacy

We reserve the right to take photographs in your home for marketing and social media. Rest assured, no personal or distinguishing items will be photographed.

Supplies and Estimates

The estimate provided is valid for 20 days and may vary slightly on the cleaning day based on the home’s condition. Our quote includes all necessary cleaning supplies. However, you will need to provide a vacuum, a toilet scrubber for each bathroom, and trash bags for the kitchen. (please refer to the vacuum policy below).

Why doesn’t my home “smell clean” after the cleaning visit?

Many commercial household cleaners are packed with chemicals and artificial fragrances that create an illusion of a ‘good’ smell. However, the truth is, that natural products are equally effective and much safer for your home environment. At Cleaning by Design, the safety of you, our employees, your pets, and the environment is our top priority

Additional services

Unless specifically arranged and integrated into your cleaning plan, the following services are NOT part of our standard offerings for initial or recurring services:

Dishes

The inclusion of these additional services in your cleaning package will be indicated in the details provided in the invoice.

If you agree with this estimate, kindly sign and return it to us. Upon receipt, we will get your job scheduled. Should you have any inquiries or concerns about this quotation, please feel free to contact us via email at info@cleaningbydesignswla.com or by calling us at 337-442-0062.

Unfair Solicitation Agreement

We value our employees and pour an enormous amount of time, energy, and expense into our screening, hiring, and training processes. We work hard at Cleaning by Design to have a low employee turnover rate.

At Cleaning by Design, we prioritize your safety, the safety of our staff, and the integrity of your property. To ensure the best service experience, please note our service limitations:

Our Staff DOES NOT:

IMPORTANT NOTE:

It is essential to ensure that no needles, glass, drug paraphernalia, or any other potentially harmful items are placed in the trash bags we handle or left on surfaces to be cleaned. If such items are discovered, we will abstain from cleaning those areas and meticulously document our findings. If hazardous materials are found to belong to the customer, they will be held financially responsible for any fees incurred by our technicians or the company due to negligence of our Terms of Service. We enforce these guidelines to ensure the safety of your belongings and our cleaning technicians.

Policies

Tipping

Our cleaners are the backbone of Cleaning by Design, and we have an incentive program to recognize outstanding service provided to our clients with a recognition review. If you leave a positive Google review for outstanding service, we will tip our cleaners on your behalf. Personal tips to our technicians are welcome but not mandatory. The standard tipping amount is 15%-20% of the cost of service. Feel free to contact our office if you wish to add a tip to your credit card payment.

Cleaning Technician Assignment and Consistency

Will I always have the same cleaner?

We plan our cleaning schedules with a focus on efficient routes to help our cleaning technicians save fuel. We try to avoid having them drive long distances back and forth. However, sometimes we may need to assign a different cleaning technician due to scheduling conflicts, unavailability, sickness, emergencies, and other reasons. We also rotate their schedules to keep things fresh and maintain a positive work environment.

IMPORTANT NOTE:

Clients are prohibited from directly contacting our cleaning technicians, regardless of the issue or concern. Any issues or concerns must be communicated directly to our office, which will then inform our cleaning technicians accordingly

Cleaning by Design reserves the right to change cleaning technicians at the last minute without notice to ensure your cleaning appointment is not canceled or rescheduled, especially if a staff member is ill or no longer employed with us.

Please be assured that ALL of our cleaning technicians receive the same training, so they understand the importance of providing consistent cleaning, regardless of who is assigned to your cleaning session.

Entrance/Lock Out Policy

To ensure a smooth service experience, Cleaning by Design requires access to the property at the appointed service time; otherwise, the deposit will NOT be refunded. This access requirement includes entry to the home, driveway, and walkway. In cases where a recurring client declines our services at the doorstep, a 100% charge will be applied, providing fair compensation to our staff for their time and effort.

Under our lockout policy, there exists a 15-minute grace period during which we will patiently await the client’s entry. If access to the premises is not secured within this 15-minute interval, a lockout fee equal to 100% of the total service cost will be implemented.

Client-Technician Safety and Privacy Policy

Clients are NOT permitted to be in the same room with our technicians while they are performing their duties. This policy is designed to ensure the safety and efficiency of our cleaning or service tasks and to maintain a respectful and professional atmosphere.

This policy is in place for the following reasons:

  1. Safety: Having clients present in the same room during cleaning or service procedures can create potential safety hazards for both the client and the technician. It can lead to accidents, distractions, and misunderstandings.

  2. Privacy: Clients may feel uncomfortable or intruded upon when a technician is working close to them. The client’s privacy and personal space are essential for a positive service experience

Skipping & Cancellation Policy

A 50% fee applies for skipping or cancellations made with less than 48 business hours notice. Failure to grant access upon arrival or refusing service at the door results in a full-rate charge. In the event of our cancellation, alternative dates/times will be promptly provided

If a recurring appointment is skipped and not rescheduled within 5 days, your next cleaning will reflect that change and you will be charged accordingly. For example, biweekly clients who skip their cleaning will be charged for a monthly cleaning on their next scheduled cleaning. If the client skips two cleanings in a row, the rate will be adjusted according to our General Cleaning rates.

First-Time Fee Forgiveness Policy

This policy has been implemented to ensure transparency and fairness in our business practices. We understand that unexpected circumstances can arise, and as a gesture of goodwill, we offer a one-time fee waiver to address such situations. This policy allows us to accommodate our clients’ needs and maintain a positive working relationship

However, it is essential to emphasize that this fee waiver is granted on a one-time basis only. If similar situations occur in the future, we want to be transparent about our approach – additional charges will be applicable. We prioritize the well-being of both our establishment and our employees, striving to uphold living wage principles. The presence of skips in our schedule results in financial deductions from our employees’ paychecks due to our inability to accommodate last-minute cleaning assignments. Our primary aim is to continue providing exceptional service while ensuring a fair and equitable relationship with all our clients and employees.

Alternatively, rather than skipping your cleaning appointment, we recommend utilizing our online rescheduling form: https://cleaningbydesignswla.com/schedule-change/ This form allows you to specify your preferred rescheduled date and time, along with any associated charges, ensuring complete transparency regarding adjustments to your cleaning schedule. If you require assistance with the rescheduling process or have any questions, please feel free to contact us.

Repeated Skipping Policy

Clients skipping ½ of scheduled cleanings within 60 days will be notified and automatically moved to a biweekly/monthly visit with a new biweekly/monthly quoted price.

Sickness/COVID Policy

We adhere to CDC guidelines regarding sickness and COVID. Cancellations due to illness or COVID-19 exposure are exempt from charges and will be waived.

Pet Policy

Cleaning by Design loves our furry friends so please feel free to leave your friendly pets in the house. However, please secure any pet who may get overanxious, stressed, or a threat. Please know that we can not clean up after sick pets or any pet accidents.

Children Policy

Children should be away from areas we clean due to potential hazards from equipment and products.

Insect/Rodent Policy

We reserve the right to refuse service if the home has a visible infestation and may require professional pest control services. In such a case, Cleaning by Design will consider this a cancellation and follow the standard procedure of the cancellation policy of a 50% charge for services. This is to compensate our staff for the loss of time and work.

Change of Service/Work Order Policy

Please notify the office if any changes need to be made to your routine cleaning visits. Changes must be approved by the office manager before your scheduled visit or they may not be able to be completed.

Trash Policy

We will put all trash in a large bag and place it in an “animal safe” area (For example: Inside the garage or the trash can if it is near the home and is accessible.) We DO NOT take the trash with us in our vehicles.

Rate Increase

We may adjust rates with advance notice to clients.

Vacuum Policy

We use your vacuum for sanitation. This is to ensure sanitation, as well as not bringing in pet hair/dander from other homes into yours. If unavailable, our technicians will use their backup vacuum.

Make Ready/Vacant Property Policy

All utilities must be on for safe cleaning, and properties must be vacant.

No Key Policy for Commercial Cleans

At Cleaning by Design, we prioritize security and confidentiality. To ensure your property’s safety and privacy, we do NOT retain keys. Instead, we require clients to provide a secure lockbox on-site for access.

​Scratched Glass and Window Covering Waiver

Cleaning by Design is released from any liability regarding potential scratches on tempered and plate glass, including broken blinds, during the cleaning process. Due to the manufacturing methods of tempered and plate glass, Cleaning by Design cannot be held responsible for scratches on glass surfaces. ALL parties involved understand that the proper use of razor blades and scrapers is a standard practice in window cleaning, effectively removing limited debris like drywall, paint, texture, tape, stickers, frog poop, hard water stains, etc., without damaging the quality glass. These tools are used only as necessary during window cleaning.

If customers prefer not to use razor blades or scrapers, Cleaning by Design will make every effort to remove debris without them, although complete removal cannot be guaranteed. Additionally, clients are requested to raise all blinds before window washing and lower them afterward to prevent any rare mechanical failures during the service.

Spot Cleaning Walls Waiver

By signing this waiver, the client acknowledges that spot-cleaning results are not guaranteed, and certain marks, scuffs, and stains may not be completely removed. Additionally, the cleaning process or products used may cause fading, staining, discoloration, or removal of paint. Cleaning by Design holds no responsibility for any damage or liability arising from the spot cleaning process. If the home has been smoked in we advise that you do not use this service, as the entire wall may require washing.

Payment Processing Policy

Payment is due upon service. All clients are required to have a Credit/Debit card on file BEFORE services begin. All clients are required to ensure CC is up to date so payments can be automatically processed after services are completed. The credit card on file will be automatically charged; late payments incur a $15 fee.

Holiday Schedules

We are closed for all services on major holidays including Memorial Day, Independence Day, Labor Day, Thanksgiving, Black Friday, Christmas Eve, Christmas Day, and New Year’s Day.

Breakage/Damage Policy

Accidents happen, and each situation is different, so we conduct a thorough investigation after any incident. If there are valuable, exceptionally fragile, or unsteady items like pictures not hung securely, top-heavy objects, or items prone to tipping, please inform us before cleaning so we can avoid them. We cannot be held accountable for such items. Items valued above $25 must be verified. In certain instances, we might arrange for the repair of broken or damaged items through a professional restoration company.

Arrival Window

Cleanings are scheduled between 8:30 a.m. and 5:00 p.m., with a one-hour arrival window. Technicians make efforts to be on time but may adjust due to unforeseen circumstances. If we are running behind or ahead of schedule, our office staff will contact you with an updated arrival time.

House Temperature

The home must be left at a safe and comfortable temperature for the team member(s) to clean. The team member will adjust the thermostat to a reasonable temperature while cleaning it and return it to its original setting upon leaving.

Right to Terminate/Refuse Services

Both the client and Cleaning by Design have the freedom to terminate services at any point. Cleaning by Design retains the right to end services if they determine that the client and CBD are no longer compatible due to the following reasons:

How can I prepare for my cleaning appointment?