Customer policies, unfortunately, are often something you learn about after the fact, when there is an issue with a cleaning company.
We put our policy page in our confirmation emails, and go over most of them on the phone when we schedule your cleaning. But, today we will go more in depth in this blog post on our practices.
If something on our cleaning checklist is missed, we will go back and clean the missed areas. This is our 100% service guarantee, and it ensures you always get the cleaning you were promised, regardless of human error or mistakes on our end.
It’s a rare occasion that a customer of ours requests a refund. We maintain high standards for our service, starting with our rigorous vetting criteria for new cleaners. However, in the event that a re-clean is denied by the customer, we will evaluate photos and make a decision on a case-by-case basis.
If something on our cleaning checklist is missed, we will go back and clean the missed areas. This is our 100% service guarantee, and it ensures you always get the cleaning you were promised, even in the event of human error
If you need to cancel, that’s totally fine! Just do it at least 24 hours in advance. Cancellations within 24 hours will result in a $70 cancellation fee, or $40 rescheduling fee.
When do you charge my card?
We put cards on hold 48 hours in advance, and do not charge the card until the cleaning is complete.
However, some smaller banks cannot distinguish the difference between a hold, and a charge. Your online statement may show a charge on your card, but rest assured it is just a hold, the funds have not been removed from your account.
What do you do with my card information?
All credit and debit card information is stored in an advanced, encrypted system through Launch27 software. Once we input your card, even we cannot see your credit card number. We can only view the last 4 digits, the rest is secured with our payment processor, Launch27Pay.
What if my home is very dirty?
If your home is dirty beyond what an average person would consider reasonable, we may require switching from flat-rate to an hourly cleaning on arrival. We will always do this at the beginning of the cleaning, if at all.
This probably doesn’t affect you. We re-quote at the scene for less than 1% of our cleanings, and, yes, that is the real number. We did the math.
What do I need to do to get my home ready?
We address this in more detail in this article.
The short of it?
Make sure you’ll be home at the start of the booking window, or leave a key/entry info.
Make sure you have electricity and running water.
What if something is broken?
If a cleaner breaks something, we will refund you the value of the item, up to the total value of your booking. If the value of the item exceeds that, we will provide you with the contact information for your cleaning professional. We do work with independent contractors as of February, 2020, which means we cannot bond our cleaners.
Can I have the same cleaner each time?
Of course. If you book recurring service, we will automatically assign the same team to each booking, unless they are sick on on vacation.
If you don’t have regular service scheduled, but like one of our teams, feel free to book on the phone and we will schedule you during a time they are available.
Do I have to be home for the cleaning.
Nope! Just give us entry and lock-up instructions and you can do whatever you want!
I’m a very thorough reader, where can I find more details?
This is just a short blog post, you can find our policies page here!