policies

Customer Policy Overview and Service Agreement

 

We strive to provide the most professional cleaning service. All the professionals are insured and have been thoroughly trained in the proper use of all products and equipment.

 

We provide all cleaning supplies, vacuums and equipment.

 

We will arrive on the day scheduled as requested and agreed upon; however, Cleaner Vegas reserves the right to close our office at any time, due to inclement weather.

 

Bleach

We will not bring bleach into a home to use as a cleaning product. If you request us to use bleach supplied in your home, please be aware that we will not be responsible for any damage caused by your bleach.

 

No Risk Booking Policy for Hourly Cleanings

On a first time cleaning, or if it has been over a month since the last cleaning with us, we may schedule the cleaning hourly. For hourly cleanings, the cleaners work from a written list of priorities provided by the client and get as much done as possible. We encourage our clients to overbook rather than under book the number of hours for a first time or occasional cleaning. There is no risk in overbooking because we only charge for the amount of time it takes to do the cleaning. You can book a cleaning for 10 hours and if the cleaner is done in less time, provided it is at least at our 2 hour minimum, you will only pay for the amount of time spent cleaning. However, the risk in under booking is that the cleaning may only be partially completed, which can be disappointing. Please be as specific as possible on your priority list to ensure your cleaning is fit to your needs.

 

SECURITY/ ENTRY

Most customers give us a key to their home or a code to the garage, but other methods of entry can be agreed upon. All keys are marked for identification with a code # (no address or customer name is used) and locked in a safe when not issued to the cleaning supervisor. Only our top management staff has access to the safe. Security is a major concern at  Cleaner Vegas. Our policy is to lock the door while we are cleaning and to not allow access to unknown people. For safety reasons, please don’t rely on our cleaning professionals to let in workmen during the time we are in your home.

 

Arrival Notice

If you wish to wait for your provider to give them access into your home, please realize that we can give arrival windows of about 2 hours, such as 9 am -11:00 pm or 11am - 1:00 pm. Many things can affect our schedules, such as cancellations, lockouts, traffic, weather delays or customers adding services. We want to save you time, not make you waste it waiting for us to arrive. Leaving a key  is the most efficient way for you to provide your service provider access to your home.

 

PAYMENT & REFUNDS

Since we do not bill our clients, we appreciate full payment on the day of the cleaning services.

 

For your convenience,we gladly accepts the following forms of payment: MasterCard, Visa, Discover, American Express and cash. Customers will need to pay for their cleaning at the time of service. One-time cleanings require a credit card payment. Customers may leave a credit card number in a secured file with Cleaner Vegas to use in the event you forget to leave your payment on the scheduled cleaning day. All credit card purchases are subject to NV sales tax of 8.125%.

 

A $10.00 non-payment fee will be incurred if payment is not made on the scheduled service day. If you use a credit card, your account will be charged the balance due, plus any fees, after each cleaning.

 

Payment by cash in a sealed envelope with your name and address should be left on the kitchen counter. You may also arrange payment by credit card. In the event there remains an overdue balance, the account will be transferred to a collection firm and you agree to pay any and all attorney fees, court costs and interest accrued in efforts to collect the overdue amount. Any and all legal means will be utilized to collect past due balances. All prior balances must be cleared, before the next service.

 

REFUNDS

Since cleaning is a very personalized and subjective service, we cannot offer refunds to customers. However, we want you to be 100% satisfied with our cleaning. There are no refunds for gift certificate purchases.

 

gratuity

Although a gratuity is not expected or required, the team members certainly welcome it! A great way to show the team your appreciation is with a gratuity. The amount of gratuity is split equally among the members of the team. You may leave a cash gratuity for the team (preferred method) or add the gratuity to your payment by specifying the amount on the check.

 

JOB START/END TIMES

For hourly jobs, we charge from the time we arrive on the premises, which includes unloading of our supplies and equipment from our vehicle, to the time we have finished cleaning, including the loading of supplies back into our vehicle.

 

CLEANING FEE INCREASES

Cleaner Vegas reserves the right to reevaluate rates at any time based on the time required to perform our service to meet the client’s standards. We will monitor the actual cleaning time for the first two months and occasionally thereafter. We will contact you to discuss possible price or service revisions if the cleaning time differs drastically from the original bid. We reserve the right to adjust the estimate after the job is completed.

 

LATE CANCELLATIONS/ LOCKOUT FEES

We understand schedules change. We ask that you contact us no later than noon two days before your scheduled cleaning to cancel or re-schedule. Cancellations later than noon two days before are subject to a $50 cancellation fee. The same fee will be charged if we cannot gain access to your home if you have chosen not to leave the company your key. For Monday cleanings, please call our office by noon of the preceding Saturday. Also, if you request a re-schedule we may not be able to accommodate your request with the same cleaning team you are accustomed to.

 

SICKNESS

If someone in your home is sick (contagious) please contact our office and we will be happy to re-schedule your cleaning.

 

EXTRA REQUESTS

Please call us in advance for special requests (i.e. after construction, refrigerator cleaning, inside of oven, inside windows, the basement, garage, extra rooms) so we can schedule the time needed to complete these tasks. We will provide an over the phone estimate, however, we reserve the right to adjust the quote after the job is completed.

 

DISHES

If there are only a few dishes in the sink, we will put them in the dishwasher or wash them. If you have a

sink full of dishes you would like us to wash, please be sure you have arranged for this service in advance, this service is charged at the standard per hour labor rate.

 

WINDOW CLEANING

Our residential cleaning team is able to clean windows from the inside only as long as they are reachable by our stepladder. Please remove window screens prior to our arrival. Windows must be free from bars/protective material, which may prohibit a successful clean.

 

ACCIDENTS/DAMAGE

Because of the nature of our business our staff is required to touch virtually everything in your home. We are as careful as possible; however, if something does get damaged while cleaning your home, our staff are instructed to call our office advising us of the incident. The office will also follow-up with a phone call to determine the best course of action. In the event an item is damaged or broken we reserve the option of reimbursement for the present value of the item, repair or replacement. Cleaner Vegas is not responsible for damage due to faulty or improper installation of items. Please inform us if any items in your home require this type of attention. Examples would be: broken or improperly installed blinds, tiles, curtain rods, shelves, loose carpet, pet stairs etc. All surfaces (marble, granite, wood, etc.) are assumed to be sealed and ready to clean without causing harm.

 

The most tragic form of damage is something irreplaceable either monetary or sentimentally valued. Rather than be sorry, the safest way to protect these items is to store them away on the cleaning day, or instruct us not to clean such items.

 

The liability limits are set at a maximum of 5 times the cost of the service charge on the day in which the breakage/loss occurred. Notification of such damage must be made within 24 hours of service. The cleaning service must be paid prior to processing a claim for damage or breakage.

 

Items that are excluded from liability include, but not limited to: Jewelry, cash/gift cards, one-of-a-kind items or hard to get items; priceless items or of sentimental value, art, and antiques.

 

CLUTTER/ HOUSE PREP

We would appreciate items were picked up off the floor and dressers and counters were organized before we arrive. This allows the cleaning staff to clean more thoroughly. Also, please secure cash, jewelry and other small valuables. We also ask in the summer months if you could set your air conditioner at an appropriate temperature. In the winter months we would appreciate that sidewalks and driveways are cleared so our cleaning professionals are able to gain access to your home. If for some reason you do not want a particular room cleaned, please just leave a note or close the door of that particular room.

 

ITEMS THAT WE WILL NOT CLEAN/CANNOT DO

We have instructed our staff to leave certain items untouched, such as items or areas containing any body fluids or excretions and litter boxes. If your pet has an accident or vomits, it will be your responsibility to clean it up. Our teams are advised to clean around these areas. Seasonal insect infestation can also be a problem and may prevent us from completely cleaning your home. If ants, termites, roaches, fleas, etc., are encountered, we will not clean or vacuum the area. We will leave you a note, or call you regarding the problem. We do not clean inside curio cabinets. If you have other items you prefer we not clean or handle, please call the office and we will arrange to avoid those items. Our staff can not climb higher than a step stool, work on the outside of your home, move furniture that contains electronics, lift any objects over 20 pounds, prepare meals, provide any pet or children-related services, or empty diaper pails.

 

HIRING OF Cleaner Vegas NV STAFF

All of our teams have signed a Non-Compete agreement with Cleaner Vegas They are prohibited from soliciting business from any client on his/her own behalf or on behalf of any third party during their contract with Cleaner Vegas or for 2 years following termination of contract, without written approval from Cleaner Vegas and a placement fee of $1,500.00. You agree not to hire past or present staff of Cleaner Vegas for a period of not less than 2 years from the date the staff member last worked for Cleaner Vegas. A great deal of time and resources are put into hiring our staff. In the event you feel you must hire a staff member of Cleaner Vegas. in spite of this agreement, then a $1,500.00 placement fee is due immediately upon employment of the past/present staff member, regardless of whether the employment is regular or on a contract basis.

 

WEATHER

In severe weather, we may determine it is not safe to travel and/or carry equipment and supplies to your home therefore your cleaning service for that day will be canceled. When this occurs, we will try to re-schedule. Please assist us with your understanding in re-scheduling.

 

ONE TIME CLEANINGS

One-time cleanings include Move-ins and Move-outs, Spring-cleaning, Post- Construction, Organization cleaning or any deep cleaning service prior to a big event and other non-recurring services. All one-time services can be estimated and priced once the cleaning has been completed. If additional time is needed, a representative will attempt to contact you while our staff is in your home. If you authorize additional time, our staff will continue to clean and your price will be adjusted accordingly. We will not use additional time without your prior approval.

 

SERVICE QUALITY GUARANTEE.

Cleaner Vegas strives to provide outstanding cleaning services for our clients. If you are unhappy with any cleaning service provided, you are required to notify us within 48 hours of service in order for us to address and correct the problem.

If we receive prompt notification, we may 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 providing you with up to 10% of the time purchased at no additional cost.

If we do not receive notice of a problem within 48 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.

 

CUSTOMER REFERRAL PROGRAM

It's very easy to get one free cleaning.. just refer us to 3 customers!

 

 

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