Please take a moment and review our client policies. we are committed to providing you with an exceptional cleaning experience. To achieve this, we have established a set of policies and procedures that ensure fair and consistent service for every client. By adhering to these policies, we can maintain our high standards and provide stable employment for our staff. As a valued client, we kindly ask that you familiarize yourself with and abide by the following policies and procedures.
Preparing for your cleaning
To ensure that we can focus on providing detailed and high-quality cleaning, we kindly ask that you pick up and tidy your home as much as possible before our arrival. While we appreciate your desire to help, please refrain from doing any cleaning before we arrive. Our estimated cleaning time is based on actual cleaning and does not include time for tidying.
Before we come to your home, please make us aware of any objects with sentimental value that are important for you like expensive objects, fragile objects, family objects and others. We will be happy to not touch those to guarantee that they’re preserved. Our cleaners are very careful and rarely break something, but accidents can happen and we want to make sure that all objects can be replaced. Also, please secure all unstable items like pictures, light fixtures and others to guarantee a safe environment for our cleaners
Appointment Arrival
At Arias Cleaning, we schedule our clients with a one-hour arrival window rather than an exact time. This allows us to account for factors like weather, traffic, additional services, or other unforeseen circumstances. We do our best to ensure our Cleaning Technicians arrive on time within this window.
Access to your home
We recommend our clients provide secured access through electronic door keypads, garage door keypads, or lockboxes secured somewhere on the property. If you choose to leave a door open or a key in a concealed spot, we will only enter with your permission. At Arias Cleaning we do not hold, maintain, or take possession of any property keys for security reasons.
Cancellation Policy
We require 24 hours notice for cancellation or rescheduling prior to the date of service taking into consideration our business hours (Monday to Friday from 8am to 5pm). If a scheduled cleaning is not rescheduled or canceled within the 24 hour timeframe a 50% fee is required. Exceptions are made on a case-by-case basis based on emergency
Please note that same-day cancellations, inability to access your home upon arrival, or turning our employees away at the door upon arrival will result in a full price of the service fee. This is because we are unable to fill the appointment slot in such a short amount of time.
Rescheduling Policy
To maintain a thorough and consistent cleaning job, we encourage our clients to keep their regularly scheduled cleaning appointments. However, if you need to reschedule, please call us to submit your request.
Depending on the frequency of your service, additional time may be needed to restore your home to its proper condition on our next visit. Therefore, we charge a skip fee of $35.00, which will be added to your next cleaning.
Please note that rescheduling requests made within the cancellation window (48 hours of the appointment) will result in a cancellation fee (see cancellation policy). However, cleanings rescheduled within the same week of the original cleaning date (within 7 days of the original appointment) will not incur additional charges.
Special Requests
If you have any special requests or additional service requests, please submit them to the office and not to the cleaning technicians. Please contact us in advance to schedule any additional service and communicate your requests.
Phone Estimates
We value your time and strive to provide the most accurate estimate possible. To achieve this, we ask that you provide us with honest and accurate information about your home at the time of booking. As we do not assess each space before cleaning, the information provided must be as accurate as possible.
If we determine that your home requires more time than originally estimated, we will notify you immediately. At that time, we will extend our time at our current hourly rate or prioritize your cleaning. Additional charges will only apply if the customer has been notified and approved them.
To ensure a smooth cleaning experience, please make sure you are available by phone or email during your service in case we need to contact you
Assigned Cleaner
Your assigned cleaner will be your default cleaner with the exception of illness, vacation, personal emergency or an ongoing schedule change. In the event that your default cleaner has an ongoing schedule change or no longer works here, s/he will be replaced with another trained cleaner who will have your home’s customized Work Order. You are welcome to audition multiple cleaners until you find your ideal match. All Arias Cleaning employees are trained based on the same checklist and should be able to perform the same quality of work
Physical Limits
Our cleaning technicians are not allowed to lift objects heavier than 20lbs to protect their health longwise. Heavy furniture will not be moved during the cleaning and that should not interfere with the cleaning results as most of the visible areas are reachable to the vacuum and mops used by us. Our cleaning technicians are not allowed to climb more than a two step stool to minimize the risk of work related accidents. Higher objects will be cleaned with a three or six feet extended duster. Please feel free to provide a longer duster if your home has very high objects. It will be used and left at the home on each visit.
We prioritize the safety and well-being of our employees while providing high-quality cleaning services to our clients. Therefore, we have a Hazardous and Expertise Policy outlining the list of items and areas that we do not clean due to safety concerns or lack of expertise.
We do not clean animal feces, human blood, bodily fluids, or any hazardous material that could potentially put our employees’ health at risk. Additionally, we do not clean mold, asbestos, or any other harmful substance that requires specialized training or equipment
We appreciate your understanding and cooperation in helping us maintain a safe working environment for our staff while providing you with the best possible cleaning services.
Payment
We require payment at the time of service.
We offer invoicing system, where you will receive an invoice and can submit your payment through it.
Additionally We accept all major credit cards, and your card can be on file and be charged on the day of cleaning.(this is a different option you can ask about)
Tipping Policy
Our dedicated cleaning technicians are committed to delivering exceptional service to ensure your satisfaction. Although tipping is not mandatory, it is always appreciated by our hardworking staff. If you choose to leave a cash tip, please ensure it is clearly marked as such. Alternatively, you may add a tip to your credit card payment by contacting our office through a call, text, or email
Damages & Breakage
If we cause damage or breakage to an item, we will inform you immediately and work out a fair solution for 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 Arias Cleaning Services cannot assume liability for items that were broken or damaged due to unstable bases or improper attachment or securing to the wall.
Valuables
If you have any collectibles or expensive objects, please let us know so that we can make a note on your account. We ask that you clean and handle curio cabinets, figurines, glassware, antiques, and items of extreme or sentimental value yourself. Our team members are trained to handle your possessions with care, but we cannot assume responsibility for any damages that may occur during the cleaning process. Thank you for your cooperation in helping us ensure the safety and security of your valuables.
Non-Solicitation of Employees
At Arias Cleaning Services , we invest significant time and resources in finding, screening, hiring, and training our employees to provide the best service to our clients. We take pride in our low employee turnover rate and therefore do not allow our employees to engage in a working relationship directly with any customer for 24 months after employment termination. We kindly request that our clients do not solicit our employees for hire directly. If this policy is breached, a finder’s fee of $5,000 will be assessed if any client chooses to hire a cleaning technician employed by Arias Cleaning Services on an individual basis for private work. Thank you for helping us maintain our success by respecting our non-solicitation policy.
Photography
We may take before and after photos during your initial cleaning appointment and move-in/out cleaning services. These photos allow us to ensure your satisfaction and meet our high standards for cleaning. In some cases, we may also take photos during recurring appointments if the home is not in its usual condition. These photos are used for training, proof of our work performance, and promoting our quality standards. We never take photos of personal items such as family photos or jewelry. If you do not want us to take photos of work areas in your home, please notify our office before your cleaning appointment to sign a waiver of liability. Please note that our satisfaction guarantee may not apply if our cleaning professionals are unable to demonstrate cleaning progress in your home to our office team.
Social Media Photos
At Arias Cleaning Services, we take pride in showcasing the exceptional cleaning services we provide to our clients. With your permission, we may take before and after photos to post on our social media pages or website. We understand the importance of privacy and assure you that we will not expose any personal items, such as family photos or names, in these photos. We will only showcase the areas we have cleaned and any furniture or decor that may have been moved for the cleaning process.
If you do not wish to have any photos taken of your home, please let us know before your cleaning appointment. We will always respect your wishes and your privacy. Our goal is to provide the best cleaning experience possible while maintaining your trust and respect. Thank you for considering allowing us to share our cleaning successes with others.
Quality Control and Client Feedback
At Arias Cleaning Services , we value your feedback and communication to ensure the highest level of quality in our services. Our quality control system is dependent on your input, and we encourage you to provide us with your overall experience and feedback regularly. We strive to address any issues or concerns that are important to you promptly. Our employees take great pride in their work and want to be informed if you are dissatisfied with a service. We ask that you kindly use our feedback surveys each time your home is cleaned to help us maintain ongoing communication with our office and your cleaning technician. Constant communication is the best way to ensure consistency of services. Thank you for your feedback and for helping us to provide the best possible service to you.
Price Increases
At Arias Cleaning Services , we strive to provide you with the best cleaning service possible. Our rates may be subject to change at any time, but we will always provide advance notice of any price increase. Additionally, if the conditions or needs of your home have changed, a price adjustment may be necessary. If you discontinue service and later reinstate services, you may receive a new rate.
Confidentiality
At Arias Cleaning Services, we recognize and acknowledge that this Agreement creates a confidential relationship between our company and the client. We understand 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. Therefore, we agree that we will not, at any time during or after the term of this Agreement, disclose any confidential information to any person whatsoever. We also agree to bind our employees to the terms and conditions of this Agreement. Clients have the option to opt out of their public reviews and private feedback being used as a reference or testimonial for Arias Cleaning Services to market its services.
Our Guarantee and Refunds
At Arias Cleaning Services, we always strive to provide meticulous and high-quality cleaning services. However, if we happen to miss something or if the service provided is not to your liking, we stand by our promise and take full responsibility for our work. We will work with you until you are completely satisfied with the services we have provided.
If you are not satisfied with our services, please notify us within 24 hours from the date and time of your cleaning by calling or emailing our office. We will promptly return and re-clean the area that was missed. However, please note that we cannot guarantee a touch-up for items or areas that have been damaged in the past, improperly cared for, stained, or have aged past the point of cleaning.
While we do not offer refunds, we will work closely with you until you are completely satisfied with the services received. Our ultimate goal is to ensure that you are happy with our services and that your home is sparkling clean.
