Company Policies for Carnation Home Cleaning, inc.

Carnation Home Cleaning is dedicated to providing our clients with 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.

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 scheduled, there may be situations when we need to contact you to make a change.

Our scheduling software “Maid Central” will send out two automated reminders, 1st is an email – 5 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.

All cleanings will require a Credit Card to secure the appointment day and time. Payment in full is due at the time of cleaning unless an invoicing arrangement for prepayment has been made. Homeowner is responsible for all costs associated with the collection of their service payment. We accept cash, checks, and major credit cards. A non-sufficient fund charge of $40.00 will be assessed if any check does not clear the bank.

We ask for a 48-hour notice if you need to cancel, skip or change an appointment. This includes adding, rescheduling, skipping or canceling an appointment. If you do not notify us 48-hours prior to your reserved appointment, you will be charged 50% of your cleaning fee. Monday appointment changes will need to be confirmed on the Friday prior. A skip fee of $25.00 will be charged for each skip in your recurring schedule.  If you do not call until the day of the appointment or team arrives to your door and cannot get in to clean, you will be charged 100% of the fee. You will be required to make this payment before any more cleanings will be done. Be sure to contact the office as telling the cleaners does not count.

We offer a 100% Satisfaction Guarantee. This means that if you are not satisfied with your cleaning, notify us within 24 hours and we will gladly return to fix the problem. If you are then still not happy, you don’t pay!

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.

We have insurance to cover liability for items that are lost and damaged due to our negligence. We are not responsible for any items that have not been properly protected or were already damaged before our arrival. Please put expensive or irreplaceable items up to ensure their security.

Pre-arranged access to your home – provide us with a key, security code, or garage door opener or make sure that someone is home when we arrive. If we are unable to get inside to clean, you will still be charged for the visit.

We spend a lot of time and money to hire and train our employees so it is important that our clients do not try to solicit them away from us. We include this in our service agreement and ask that you honor it.