Terms of Service

Custom Cleaning of the Palm Beaches Terms of Service

We welcome you as a Custom Cleaning of the Palm Beaches customer and look forward to servicing your home!

Online prices are subject to final inspection of your home, office, or property when your team arrives and all online terms of service.

This Terms of Service document serves three functions:

• Provides information about our services - “Frequently Asked Questions”
• Provides information regarding the Cleaning Types
• Provides information regarding the Cleaning Fees

Please review the information below and save for your records.

Frequently Asked Questions

Custom Cleaning is an independent, locally owned, and operated cleaning company. Everyone is an employee that is fully bonded and insured. We carry liability insurance, Worker’s Compensation and all payroll taxes are paid by Custom Cleaning.

Communication:

It is very important to us that you communicate any questions or concerns about our service. After each cleaning you will be sent a scorecard requesting your feedback on the services received that day. Your opinions and comments not only motivate staff but allow us to address any concerns you may have. These surveys help us continually improve the quality of the service you receive.

Arrival Times, Reschedules and Cancellations & More:

How do I know what time the team will arrive?

Residential cleaning is performed from 8:00 AM to 5:00 PM. Occasionally, we may need to stay past 5:00 PM to finish the job. We send out text and/or email notifications of your cleanings. If you are the first home or office on the schedule the cleaning technicians will arrive at 8:00 AM. Our notifications are sent with a plus/minus half hour arrival window. This window applies to the homes or offices that are not first on the schedule for the day. If the job before yours takes less time, the technician(s) may arrive earlier and if the job after you ends later than expected, the technician(s) may arrive late. If you have any questions on the day of your cleaning, call the office @ 561-245-3839, and we can give you an approximate time of when we will arrive at your home.

May I specify the arrival time of the cleaning?

Because of the various frequency options that we offer our customers, our schedule changes day to day and week to week. You can always tell us if you have specific time requests, and we will attempt to accommodate your needs. The only guaranteed arrival time that we offer is the first appointment at 8:00 AM.

What if I need to cancel or reschedule a cleaning?

We understand that life happens, and tomorrow’s unpredictability impacts us all. Please contact our office at (561) 245-3839 at least two business days (48 business hours) before your scheduled cleaning date to avoid being charged a cancellation fee.

Our cancellation fee schedule is as follows:

• Cancellation more than 48 business hours in advance of scheduled appointment: No charge
• Cancellation less than 48 business hours but more than 24 business hours prior to scheduled appointment: 50% of the job fee
• Cancellation less than 24 business hours prior to scheduled appointment: 100% of the job fee

Please keep in mind that if you have a regularly scheduled cleaning appointment, we are holding that spot specifically for you. If you cancel with short notice, we are unable to fill that opening. The scheduled appointment made by you is your financial responsibility, regardless of the circumstances that may have prevented its occurrence.

Depending on your service frequency, additional time may be needed on our next cleaning visit, if you skip a cleaning, as additional time will have passed since your home was cleaned last.

What if I forget to cancel the cleaning, cancel the morning of the cleaning or you are locked out of my home on the day of the cleaning?

Unfortunately, if we are not given adequate notice for cancelling a scheduled cleaning, or are unable to gain access to your home, a “Lock Out” fee equal to 100% of your cleaning fee will be charged to your card on file. Late cancellation and lockout fees are necessary because we consider a scheduled visit to be a reservation for your service. We do not overbook our schedule because we believe every client deserves a reliable, high-quality service. As a result, we require 2 business days’ (48 business hours) notice to cancel a scheduled cleaning and avoid a cancellation fee.

Our cancellation fee schedule is as follows:

• Cancellation more than 48 business hours in advance of scheduled appointment: No charge
• Cancellation less than 48 business hours but more than 24 business hours prior to scheduled appointment: 50% of the job fee
• Cancellation less than 24 business hours prior to scheduled appointment: 100% of the job fee

Cancelling Your Service: It is agreed that this is an at-will relationship. No contract term is implied. Services may be canceled at any time by either party. To avoid cancellation charges, at least 48 business hours’ notice is required.

Our cancellation fee schedule is as follows:

• Cancellation more than 48 business hours in advance of scheduled appointment: No charge
• Cancellation less than 48 business hours but more than 24 business hours prior to scheduled appointment: 50% of the job fee
• Cancellation less than 24 business hours prior to scheduled appointment: 100% of the job fee

What about wait time?

If delays occur beyond the company’s control and cleaning technicians are not able to enter the home/office to start cleaning, we will start billing from the time the technicians arrive.

 

Quotes and Pricing:

Online prices are subject to final inspection of your home, office, or property when your team arrives and all online terms of service.

At Custom Cleaning, we are dedicated to equitable and adaptable pricing for our services. Our pricing structure is based on a fixed number of labor hours. For most situations, this allocation is sufficient to clean your home thoroughly and comprehensively. It's important to acknowledge that our quoting tool accounts for standard requirements. However, certain homes might necessitate more time for cleaning than initially estimated by the tool. In such cases, we commit to informing you promptly. This way, you can decide whether to authorize additional time for the job or prioritize specific rooms within the allocated time frame. Should this be the case, we are prepared to collaborate on a plan that aligns with your preferences and budget. You have the option to extend the cleaning duration for a comprehensive cleaning now, or we can address it in subsequent visits. Moreover, you have the freedom to designate priority areas for us to concentrate on. Our aim is to deliver an exceptional home cleaning experience, devoid of any unexpected cost surprises. Your satisfaction is paramount, and our pricing transparency reflects this commitment.

Supplies and Equipment:

Do I need to supply any of the cleaning supplies or equipment?

Custom Cleaning of the Palm Beaches will provide all cleaning equipment and supplies unless otherwise arranged. During the initial cleaning we will bring out ladders. For ongoing cleanings, we ask that the clients have small step ladder or appropriate ladders that the cleaning technicians can use.

Cleaning Technicians:

Are the people who clean my home legal, trained and insured?

Yes. Our employees are W-2 employees (not Independent Contractors) and meet strict hiring and training standards. They meet all Federal requirements regarding their ability to legally work in the United States. They are insured, bonded, and covered by comprehensive Worker’s Compensation insurance. Additionally, each of our cleaning technicians has achieved the title of Certified Professional Housekeeper by ISSA Residential, an international cleaning standards body founded 40 years ago to train and certify commercial and residential cleaning technicians.

Do you always send the same team of housecleaners?

This is how we’ve built our business. Reliability, consistency, and familiarity. We try to send the same team to your home each week, however, we cannot guarantee it due to illness, vacations, time off, etc. Our main priority is to clean your home consistently and with the quality you demand, and we have systems in place to ensure this. Any team member we send to your home will always be Custom Cleaning employees and extensively trained in our cleaning systems. Once a technician electronically signs into a home to begin cleaning, they have immediate access to comprehensive notes and details needed to give you an amazing experience. After signing out they are no longer able to see the notes until they check in again.

Quality Control

Our quality control consists of home inspections and phone calls to our clients. Occasionally, as needed or on a random basis, a quality inspector may enter your home during cleaning to ensure appropriate execution of quality standards. We believe that inspections and client communication are the best way to exceed your expectations and improve our high standards. You will also receive a satisfaction survey after every cleaning in your home. We respectfully request your feedback every time.

Home/Office/Building Access

If I am not home, how will you get into my house?

We encourage all our clients to provide secured access by way of electronic door keypads, garage door keypads or traditional lockboxes secured somewhere on the property. If you prefer to leave a door open or a key left in a concealed spot, we will enter with your permission. We can provide a secure lockbox for your home for $20. Custom Cleaning does not maintain, hold, or otherwise take possession of property keys for residential customers. We do hold keys for commercial accounts, if necessary.

Security Alarms

If your home has a security alarm, please ensure that it is turned off on the day of your scheduled cleaning. You may also provide us with the code and steps necessary to turn off the alarm. We will reset the alarm when we leave. However, we will not be held responsible for alarms set off by mistake.

Gate Codes

If you reside in a gated community, please let us know prior to an estimate or booking. To prevent delays on the day of your scheduled appointment, we will require all gate access codes (exterior and interior) or prior authorization to enter the community. Our team will ask for all necessary entry information prior to our scheduled appointment, however, if delays occur beyond our control, the company will start billing from the initiation of wait time.

Pets:

What if I have a pet?

Our technicians are trained to be aware of pets when entering and exiting your home. Obviously, we do not want to upset your pet with the introduction of new people and different noises. It has been our experience that pets are best kept away from the cleaning area and team members if possible. Cleaning technicians cannot shuffle pets from one room to another while cleaning. If you have pets, please secure, and pick up after them. For sanitary and safety issues, our teams are not permitted to clean homes affected by flea or bed bug infestation or to pick up animal excrement. We will not clean if our team members feel they are in danger due to your dog or other pets.

Preparation for Cleaning:

Do I have to pick up before the team arrives?

We realize that getting ready for “cleaning day” can be a stressful time. It’s not our intention that you “clean” before we get to your home, but we do ask that general clutter, clothing, toys, etc. be picked up as much as possible as this preparation allows us to focus on cleaning surfaces and not spending time tidying. If this is not the case, we may not be able to clean your home in the allotted time, or extra charges may be applied to tidy up the home before we can begin cleaning.

Tipping:

May I tip my cleaner:

Tipping is not required, but always appreciated! If you choose to leave a cash tip, please leave it on the kitchen counter with a note so the cleaning technicians that that it is a tip. You may also call or email our office to request that a tip be added to your credit card payment. Tips can also be added via your scorecard that you will receive after your cleaning.

Valuables and Restricted Areas:

What should I do with my valuables, heirlooms, or irreplaceable items?

Please put all valuables away prior to us coming. Also, unless otherwise noted, a closed door is your signal to us that you do not want that area to be cleaned. If a door is closed for another reason (ex. to restrict pet access), please contact our office so that we can update the client notes to reflect your special instructions.

Breakage and Damage:

What if something is broken or damaged?

Custom Cleaning’s staff takes great care when cleaning your home, but occasionally accidents do happen. If you notice any breakage or damage, please notify us immediately so that we may take the appropriate action. If you have valuables or heirlooms, etc., it would be helpful if they would be stored away to avoid accidents. Regrettably, although not common, from time to time something may be broken. We instruct our team to call the office at once if anything is broken or discovered to have preexisting damage. The staff on-site will leave you a note advising you of the mishap, and our office will attempt to reach you by phone soon after we have been made aware. If an item is damaged or broken by our staff, we reserve the option to repair or replace it. Damage to items deemed “one-of-a-kind” require demonstrated dollar value to determine any potential settlement. We cannot be responsible for wall hangings attached with anything other than “real” picture hooks that have been installed properly.

What if an area was missed?

What if an area cleaned was missed or I am not happy with a part of the cleaning?

If you feel that any area or item, we cleaned is unsatisfactory, simply notify our office at (561) 245-3839 within 24 hours and we will promptly work to make the situation right!

Do I get a credit or adjustment if I’m not satisfied?

No. Custom Cleaning of the Palm Beaches does NOT issue refunds or credits under any circumstance. Our goal is to make sure that you are 100% satisfied with the cleaning and we will do whatever it takes to make it right.

Payment, Taxes and Fees:

Payment Policy:

Payment is due on the day of each scheduled cleaning. We require a credit card on file (encrypted by Authorize.net) that will be billed upon completion of service.

Sales Tax:

Residential cleaning is exempt from sales tax per Florida regulations. However, commercial cleaning services are subject to applicable sales tax rates. Customers are responsible for the tax amount, and it will be included on your invoice.

Late Fee: If we are not able to collect payment on the day of your cleaning, we will send you an open invoice by email with a payment link. Please remit payment immediately. If we do not receive payment within 3 business days of your cleaning a $10.00 fee will be added to the cost of your service. If payment is not received within 30 days of service, we will assess a $35.00 late fee to your payable amount. Each month thereafter that the account is past due, an additional $95.00 late fee will be added to your account. Accounts ninety (90) or more days past due will be referred to an outside collection agency while continuing to accrue monthly late fees. In addition to any amounts owed to Custom Cleaning, the customer agrees to be responsible for all reasonable collection, process serving, and attorney’s fees incurred by the company in pursuit of your debt.

Suspension of Service: If any of the above fees 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 service.

Other Notices:

Non-solicitation agreement:

All clients who accept any service rendered by Custom Cleaning of the Palm Beaches shall not solicit direct employment, personal agreement, or contracted service(s) of any kind using Custom Cleaning of the Palm Beaches present or past employees. In the event of the termination of your recurring scheduled service(s), or after a single service event, or upon the end of this agreement, for a period of twenty-four (24) months following that termination. If you wish to hire a present or past Custom Cleaning staff member for any home-related service outside of your written or verbal (recorded call) agreement with Custom Cleaning, our recruitment, training, and referral fee of up to 6 months' wages or $5000.00, whichever amount is greater, charged to the client. You agree to pay this fee due within 30 days of notification from Custom Cleaning or our representative on our behalf. Concerning any outstanding referral fee not paid in full within 30 days, Custom Cleaning reserves the right to pursue other collection methods.

Weather:

Custom Cleaning may close for business when severe weather conditions compromise the safety of our staff. If your scheduled cleaning falls on one of these days, we will contact you to reschedule.

Holidays:

Custom Cleaning will be open for regular business during all national holidays except: New Year’s Day, Memorial Day, Fourth of July, Labor Day, Thanksgiving Day, and Christmas Day. If your regularly scheduled cleaning falls on one of these days, we will contact you to reschedule.

Photography:

Custom Cleaning technicians may take before and after photos at the initial cleaning appointment and when rendering move-in/out cleaning services. Before and after pictures afford the opportunity to ensure your satisfaction while meeting our level of cleaning standards and expectations. Occasionally the need may arise where photos are required during a recurring appointment, for example, when the home is not in its usual condition. These pictures are used for training, proof of our work performance, and promotion of our high-quality standards. We do not take photos of personal items (family photos, jewelry, etc.). If you do not want pictures taken of work areas in your home, please notify our office before your cleaning appointment to sign a waiver of liability. Our Satisfaction Guarantee will not apply when cleaning professionals are unable to demonstrate cleaning progress in your home with our office team.

Safety:

For safety reasons, we do not move anything weighing more than 20 lbs. If you wish us to clean behind anything heavy such as a couch or refrigerator, please move it prior to service to allow us access to that area. We use a three-step ladder and a six-foot ladder. This allows us to clean furniture, fans, etc.; we can only clean what we can reach with a three-step ladder, a six-foot ladder, or extension pole. Shoes must always be worn inside the home for the health and safety of our cleaning professionals. Custom Cleaning of the Palm Beaches does not offer biohazard cleaning service or extreme hoarding removal in addition to other services that fall outside our scope of work. e.g., bodily fluids, pet accidents, litter boxes, dog kennels, insect infestations, rodent droppings, etc. due to required additional training and equipment.

Confidentiality:

Custom Cleaning of the Palm Beaches recognizes and acknowledges that this Agreement creates a confidential relationship between the company and the client and that information concerning the client’s business affairs, customers, vendors, finances, properties, methods of operation and other such information, whether written, oral, or otherwise, is Confidential Information. Custom Cleaning of the Palm Beaches agrees that it will not, at any time, during or after the term of this Agreement disclose any confidential information to any person whatsoever. Custom Cleaning of the Palm Beaches further agrees to bind its technicians to the terms and conditions of this Agreement. Clients may grant information to be listed as a reference or in a testimonial for Custom Cleaning of the Palm Beaches to market its services.

Types of Cleanings:

Top-to-Bottom Deep Cleaning / Initial Cleaning:

Our Deep Cleaning/ Initial Cleaning services differ from our maintenance cleaning in several ways. Our deep cleaning visit is more like spring cleaning or perhaps “catch-up” cleaning. Even if you keep a straight and organized home, dirt, dust, residue, can accumulate, and if it has been there for long it takes a lot more effort to remove. Before we can begin regularly scheduled cleaning of a home, there are a variety of tasks that require extra time and effort. There is a big difference between “old” dirt and “new” dirt. If we don’t get rid of the old dirt first, no matter how hard we try, simply removing new dirt isn’t going to make your home sparkling clean. It is not uncommon for us to spend from two to three times as long on a deep cleaning than it takes on regular, repeat maintenance visits.

Hand washing baseboards, woodwork throughout your home, and blinds (plastic or aluminum mini-blinds are excluded) is a big reason that deep cleaning visits can take more time. We will also clean fans, A/C vents, tall plant shelves that can be reached with a three-step ladder or 6 foot ladder. We also spend additional time in your kitchen and bathrooms detail cleaning. Think of it as a spa treatment for your home.

At Custom Cleaning, we are dedicated to equitable and adaptable pricing for our services. We understand the significant investment that a deep cleaning represents for your home. Our pricing structure is based on a fixed number of labor hours. For most situations, this allocation is sufficient to clean your home thoroughly and comprehensively. It's important to acknowledge that our quoting tool accounts for standard requirements. However, certain homes might necessitate more time for cleaning than initially estimated by the tool. In such cases, we commit to informing you promptly. This way, you can decide whether to authorize additional time for the job or prioritize specific rooms within the allocated time frame. Should this be the case, we are prepared to collaborate on a plan that aligns with your preferences and budget. You have the option to extend the cleaning duration for a comprehensive cleaning now, or we can address it in subsequent visits. Moreover, you have the freedom to designate priority areas for us to concentrate on. Our aim is to deliver an exceptional home cleaning experience, devoid of any unexpected cost surprises. Your satisfaction is paramount, and our pricing transparency reflects this commitment.

Recurring Cleaning:

Recurring cleaning is also known as “maintenance cleaning” and are designed to maintain the cleanliness and tidiness of a home usually after a deep cleaning on a regular basis. Scheduled on a weekly, bi-weekly, or monthly basis, this option offers the convenience of having a dedicated cleaning team visit your home regularly. These cleanings help ensure that your living space remains comfortable and hygienic over time. Our cleaning experts dust and clean all surfaces, vacuum and mop floors, disinfect kitchens and bathrooms. Clean all bedrooms and common areas. High-touch surfaces are regularly disinfected to promote a healthy living environment. We accommodate special requests to tailor the cleaning routine to your preferences. As a token of appreciation for your loyalty, our recurring customers receive a special discount on services. This discount recognizes the commitment of our valued recurring customers to our cleaning services.

On Demand Cleaning:

Our On Demand Cleaning is not unlike recurring cleaning. On Demand cleanings are designed for those times when you require an immediate, one-time or as needed cleaning. They are perfect for special occasions, unexpected guests, or just when you want your home to shine.

These cleanings have the same scope of work as a reoccurring cleaning simply accompanied by more time and additional cost because of the lack of recurring service as described above. The On Demand Cleaning is a fantastic service when your home does not need the deep cleaning outlined in the Top-to-Bottom / Initial Cleaning service offering.

Move In/Out Service:

The interior of cabinets and drawers and inside of kitchen appliances can be added to this cleaning for an additional charge. We will clean all bathrooms thoroughly removing all traces of you or the previous occupant. In some instances, the time necessary to complete the project may exceed even the best estimated pricing and time based on past lifestyle patterns.

A move-in/move-out cleaning is a very detailed top-to-bottom cleaning that ensures a property is in pristine condition before new tenants move in or after previous occupants have moved out. This type of cleaning involves a thorough and deep cleaning of the entire space to leave it fresh, sanitized, and ready for the next occupants. For those moving in or out of a property, our move-in/move-out cleaning service is designed to ensure that the space is impeccably cleaned and sanitized. Our skilled team performs an extensive cleaning regimen, including dusting and wiping of surfaces such as baseboards, windowsills, and light fixtures. We prioritize high-touch areas, like light switches and doorknobs, to ensure comprehensive disinfection. We meticulously clean and sanitize kitchens by addressing countertops, sinks, and outside of kitchen appliances. You may choose to add the interior cleaning of refrigerators, ovens, and interior of cabinets for an additional fee. Our bathroom cleaning involves thorough sanitization of toilets, sinks, showers, and tiles, ensuring they're spotless and hygienic. We also take care of floor surfaces through vacuuming and mopping.

What types of things are NOT included in the Recurring Maintenance Service?

We never go inside any cabinets, drawers, or closets unless instructed to do so, as with a Move In/Out Cleaning. Dusting collectables is a challenge and are not included in any of our services. We are unable to clean inside China or curio cabinets. We do not offer a carpet steam cleaning service, but we can refer you to a reputable company we have been working with for years. In addition, we are unable to clean rare or irreplaceable items. We also are unable to clean chandeliers and mini-blinds (either plastic or aluminum).

What if I want something cleaned that is NOT included in my Recurring Maintenance Service?

If there are additional services you wish to be performed, just give us a call and we can tell you what the additional fee would be, and then add it to your next scheduled service.