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 Communication: It is very important that you call us if you have any questions or concerns about your cleaning service. We take great pride in our cleaning service and will make every reasonable effort to provide you with a highly professional cleaning service. One thing that really helps us provide you with a continually improving cleaning service is your ongoing feedback. Please take a moment after each cleaning to complete your survey to help us with that goal. Custom Cleaning is an independent, locally owner, and operated cleaning company. Arrival Times, Reschedules and Cancellations: How do I know what time the team will arrive? We send out text and/or email notifications of your cleanings. If you are the first home or office on the schedule the girls 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 you takes less time, the technician(s) may arrive early 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, 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. What if I need to cancel or reschedule a cleaning? Please keep in mind that if you have a regularly scheduled cleaning spot, we are holding that spot specifically for you. If a scheduling change is needed, simply call our office at (561) 245-3839 at least 48 business hours prior to your scheduled cleaning time to avoid being charged a “Late Cancellation” fee equal to 50% of your normal cleaning fee which will be charged to your card on file. What if I forget to cancel 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 regular cleaning 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 over-book our schedule because we believe every client deserves a reliable, high-quality service. As a result, we require 2 business days’ notice to cancel a scheduled cleaning and avoid late cancellation cost. Supplies and Equipment: Do I need to supply any of the cleaning supplies or equipment? No. Custom Cleaning of the Palm Beaches will provide all cleaning equipment and supplies unless otherwise arranged in advance with the client prior to our arrival. Cleaning Technicians: Are the people who clean my home legal, trained and insured? Yes. Our technicians meet strict hiring and training standards. They all meet Federal requirements regarding their ability to legally work in the United States. They are insured and licensed. Custom Cleaning is insured, licensed, and bonded. Home Access If I am not home, how will you get in 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. You can also provide a key to us which we will put on a numbered key tag and register to your account. There will be nothing identifiable on the key tag except for our business name and contact information. 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. When speaking with our office, please remember to provide us the name of your pet so our staff can use the pet’s name when entering. 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 if you approve. Tipping: May I tip my cleaner: Tipping is not required, but always appreciated! If you choose to leave a cash tip, please place with a note clearly marked “tip”. Our staff is not allowed to take any money that is not clearly marked “tip”. You may also call or email our office to request that a tip be added on to your payment via card. Tips can also be added via your Scorecard received 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 to the home if you desire. 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. Other Notices: Non-solicitation agreement: All clients who accept any service rendered by Custom Cleaning of the Palm Beaches shall not solicit direct employment of any Custom Cleaning of the Palm Beaches technicians; or in the event of the termination of this agreement, for a period of twenty-four (24) months following that termination. Violation of the non-solicitation agreement will result in an employment finder’s fee, and training fee of up to 6 months' wages or $5000.00, whichever amount is greater, which you agree to pay promptly. 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 two-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 two-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, cat 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. The Cleaning: Top-to-Bottom Deep Cleaning / Initial Cleaning: Our Initial / Deep Cleaning is a cleaning where we get the home “caught up”. We get your home thoroughly cleaned to prepare it for regular maintenance cleaning. We will also spend more time detailing the bathrooms and kitchen areas in the home. This cleaning is typically twice the price of our regular cleaning service. We recommend a deep cleaning of your home at least once or twice per year. Everyone’s expectations of what they feel should be included in their cleaning varies from customer to customer. It is important that you communicate your expectations to our office staff so that we may keep your individual cleaning record up to date. Recurring Cleaning: Our Recurring Cleaning, also known as “maintenance cleaning”. We are maintaining your home at its’ current level of cleaning on a recurring basis (once a week, once every two weeks, or once every four weeks). At your request, we can provide a cleaning task list with the areas of the home that get cleaned with every Recurring Cleaning visit. Basic General Cleaning: Our Basic General Cleaning is not unlike recurring cleaning. The same scope of work is provided though accompanied by more time and additional cost because of the lack of recurring service as described above. The Basic General 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: Our Move In/Out Cleaning is a very detailed cleaning where we restore the home back to its’ original condition (less damages) prior to the next tenant or owner moving in the home. This includes cleaning of inside appliances, inside cabinets, and wet wiping of all surfaces. In some instances, times necessary for success may exceed even the best estimated pricing and time based on prior living habits. 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 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 carpet cleaning service. In addition, we are unable to clean rare or irreplaceable items. 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. 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.