Terms of Service Agreement for Carnation Home Cleaning
Carnation Home Cleaning is dedicated to providing our clients the highest level of service possible. In order to do this effectively, we have created company-wide policies for the benefit of our staff and clients. We ask that each client read this document thoroughly prior to our first appointment so that any questions may be addressed.
Hours of operation
Our regular business hours are Monday through Friday 7 am to 5:00 pm No one will be available for calls or text messages outside of those days or hours. We will not be available on Holidays observed and will return any calls or messages during regular business hours.
Contacting us
You may reach out to us during regular business hours at 480-924-2096 call or text 480-660-2547or email Info@CarnationHomeCleaningInc.Com and we will get back to you during regular business hours.
Service
We accommodate the schedules of many clients and we know that sometimes unexpected things come up. We do our best to adapt as much as possible, regularly-scheduled appointments do take precedence over emergency changes. We schedule appointments for specific days, but not for a specific time due to varying circumstances that affect our daily schedule. While we do our best to arrive as needed and scheduled, there may be situations when we need to contact you to make a change.
For your convenience, we will send out two automated reminders, 1st is an email – 7 days prior to each reserved cleaning appointment date, 2nd is a text – 2 days prior to each cleaning with an estimated 60-minute arrival window. This is an approximation of our arrival time. You will have access to your own personal “customer portal” where you may alter these reminders as well as a few other added options.
Effectiveness
Please be prepared for our arrival. We are able to provide a more thorough cleaning if your home is ready for us! Having personal items cleared away (toys, dishes, laundry, etc.) allows us to give you the best cleaning experience! Otherwise, we will clean around items the best we can. Rooms with exceptional clutter (90% or more of the room is unpassable) will be skipped and you will still be charged at full rate of service, unless this service has been added to your appointment at an additional charge. If there are rooms you’d like us to skip, please keep those doors closed.
Add ons and Trade Any service provided outside of our agreed upon scope of work, including the cleaning of additional areas not included in initial bid, are considered add-ons and additional fees will apply. All trades of services will be at the discretion of the office. All add-ons and trades must be processed through the office, and not through the employee. *Employees are not authorized to deviate from the work order without prior approval from management. All add-ons must be scheduled prior to arrival
Fluids
We do not clean animal cages, litter boxes, animal droppings, human or pet feces, urine, vomit, soiled clothing or similar biohazards. We will clean around litter boxes, etc. We cannot by OSHA standards, clean up any bodily fluids.
Lock out policy
Please be sure we are able to enter your home at the time of arrival. Means such as, providing a key, lock box, entry code, or unlocked doors are acceptable. If we arrive for a scheduled service and we are unable to access your home a full cost Lock Out Fee will apply and will be charged to the card on file.
Cancellations
Our employees and our clients are so very important to us. Carnation Home Cleaning holds your appointment specifically for you, our service does not have the ability, like a salon service and the like, that are able to provide walk in ready appointments. When clients cancel last minute, that typically means our employees lose the hours they have planned to earn. This is why we must uphold a strict cancellation policy. Be sure to contact the office as telling the cleaners does not count Thank you for your understanding.
48 business hour notice is required for all cancellations. Failure to provide 48-hour notice during business hours, will result in 50% of service non-refundable fee.
Cancellations DAY OF your appointment will result in non-refundable, 100% will be charged to the card on file.
All weekly and bi-weekly accounts that skip are charged a $25.00 skip fee and after two consecutive appointments, will be charged an additional fee of 25% of full cost to cover additional time needed to clean, payable upon next service.
All monthly/4 week accounts that skip are charged a $25.00 skip fee and an additional 35% of full cost, payable in addition at the next service to cover any additional time needed to clean.
On the third consecutive cancellation, within a 90-day period, you will be removed from our client list and will need to contact us for future scheduling, however we cannot guarantee the same cleaner(s), time slot or rate for future appointments.
Any Monday appointments cancelled after business has closed for the weekend after 5:00 pm on Friday – Sunday, will result in a non-refundable fee for the full amount 100% of the service.
Sick policy
If anyone in your home is sick with a contagious illness (Flu, Cold, pneumonia, Chicken Pox, Lice, Covid-19, etc.) please reschedule your cleaning as soon as possible. If the 48-hour cancellation policy is not met, you will be charged a 50% non-refundable fee to the card on file. It is our goal to limit the possibility of transmitting illnesses from one home to another and prevent the illness of employees. To be fair to all customers and staff, please wait until you are well again before allowing us to return. Sick employees will also not be allowed to clean your home for the same reasons. If Carnation Home Cleaning is unable to clean your home due to employee illness, you will not be charged a fee and we will contact you to reschedule as soon as possible.
Damage or breakage
Cleanings are performed in the assumption that all surfaces are sealed (Countertops, Floors, Antique Furniture, etc.). If you are aware of any surface that is not sealed, please notify us so that we may take necessary and appropriate precautions. Our staff take great care when cleaning your home, however, accidents can occasionally occur. Our policy is to inform you immediately when damage or breakage occurs. In the event that you notice something is broken or damaged in your home and you were not notified, please notify the office immediately so that we may take appropriate action. Please point out items which are irreplaceable due to sentimental or monetary value, as we would prefer to avoid touching them. Carnation Home Cleaning is not responsible for any hanging items that have not been properly secured to the wall.
Payment
All clients are required to have a credit/debit card on file with us, regardless of payment arrangements. Payment is due the day of service. We accept zelle, venmo, cash, and all major credit cards. If payment is not received within 7 calendar days of the last service, a non-refundable 30% late fee will be charged to the card on file. Regular payment arrangements will be honored therein after.
Rate change
Carnation Home Cleaning reserves the right to change rates at any time based on the amount of time it takes to perform our services to meet the client’s standards. We monitor the cleaning time for the initial 2-3 months of service, and occasionally thereafter. Carnation Home Cleaning will contact the client to discuss possible price adjustments and/or service revisions if the cleaning time differs drastically from the initial bid. Cost of living adjustments will be made once each year.
Supplies
Carnation Home Cleaning provides all cleaning equipment and supplies, except for large kitchen trash liners. Neutral non-smelling cleaners are our preferred choice. Exceptions would be if the client has any specialty cleaners they prefer, which would then be provided by the client. *Harsh chemical cleaners are avoided. If you wish for us to use your vacuum cleaner, we highly recommend a good 100% filtration upright cleaning machine. We require a safe working environment, including people, property, and pets. Just as you expect our staff to ensure your safety as they are working, we must be able to make sure they will be safe as well. We instruct our staff to use only 3 step-step stools for climbing and to lift no more than 25 pounds of weight without assistance. If taller ladders are needed, we require the homeowner to provide.
Non-Solicitation
We value our employees and pour an enormous amount of time, energy and, expense into our screening, hiring, and training process. This agreement helps safeguard our success at providing only the best staff to our deserving customers. Sadly, some people want quality without paying for it and attempt to undercut our efforts by trying to “poach” our employees. It is for this reason that our employees sign our non-solicitation agreement, minimizing the risk of unfair solicitation which undermines the good experience all our clients have come to expect. Please help us maintain our extraordinary success by not soliciting our employees for hire directly. I understand that Carnation Home Cleaning employees are not allowed to engage in a work relationship directly with me for one full year after employment termination. I understand that I will be charged a $2500 finder’s fee if I hire a Cleaning Tech employed by Carnation Home Cleaning on an individual basis for private work. Solicitation of a Carnation Home Cleaning employee for private hire will result in permanent termination of service and forfeiture of any unused credit or gift cards.
Pets and Children
As a family-oriented company, Carnation Home Cleaning enjoys being able to interact with all members of your family. We just ask for everyone’s safety, that Pets and Children be supervised while we are servicing your home or settled in a place that is safe for all of us.
24 – Hour satisfaction
Guarantee Your satisfaction is our primary objective. In the event that you are unsatisfied for any reason, please contact the office within 24 hours of your service. Upon assessment, if we determine your home was not cleaned properly, we will return to reclean the areas in question at no additional charge to you. *Cleaning any of the dissatisfied areas yourself before we are able to asses them, will void the guarantee. Refunds are given in the form of re cleans, we do not process monetary refunds.
Termination of services
Services may be canceled by either party, for any reason, at any time. However, cancelling services the day of your appointment, will result in full payment charged to card on file. (Please see our cancellation policy)
Holidays Observed Carnation
Home Cleaning will be closed on the following national holidays: New Year’s Day, Memorial Day, 4th of July, Labor Day, Thanksgiving Day, and Christmas Day. If your cleaning falls on any of these days and you would like to schedule around them, please note the earlier you contact us, the better, as we do fill up quickly around the holidays.
Referrals and Reviews
If you are pleased with our service, please like us on Facebook and leave us a review! www,Facebook.com/carnationhomecleaning The Best form of appreciation is a referral!
Thank you for your confidence in us!
