COVID Precautions
Not all of our cleaners are vaccinated, however a large majority of them are. With that being said all staff members are required to wear a mask while mandates are in place. Mop heads, and towels are separated for each job and we prioritize removing any possibility of cross contamination between homes.
Our Home Specialist’s take the following precautions & measures to fight against the spread of germs and viruses. Our Home Specialist’s are taking steps to do their part in keeping everyone healthy. This includes:
If you would like any additional measures taken contact us directly.
If you cancel before 48 hours you will receive a full refund to the payment information on file.
If you cancel within 48 hours of your booking, your booking is credited to your account to use whenever you’d like.
If you cancel within 24 hours, it is a non refundable full charge.
We do not charge for rescheduling as long as it is done before 48 hours of your original booking. Please see our Cancellation & Refund FAQ for further information.
No, Unless it’s within the 48 hour window. Within this two day window if you decide to cancel, the clean will be credited to your account at no penalty for future use.
Yes, this is to ensure your day and time is reserved. This may seem inconvenient and unorthodox as a service company. But due to fraudulent billings in the past we’ve changed to this standard to ensure all cleanings are paid for before service.
No, are rates calculated by the information you provide on our booking page. We provide some of the lowest rates in the industry.
Due to the increase in fraudulent chargebacks we’ve experienced throughout the entire duration of the pandemic we’ve hired a collections agency to put all fraudulent chargebacks into collections. All accounts in collections will also receive a 10% late fee every month. As well as all *NEW* customers will be charged upon booking no matter how far out you book.
We schedule the jobs in an order that requires the least amount of drive to help maintain low prices and avoid trip fees.
Please allow us a 90-120 minute window to deal with traffic, parking & other surprises.
There are no contracts ever, you can cancel whenever you want. We request you to give us a one week notice of cancellation.
We have built our business providing our clients with the best possible service available, still, we realize that we are human, things will from time to time get missed, should this happen email or call us within 24 hours & we will rectify the error at no charge.
Client’s cleaning rate adjustments may be made at any time during the year should there be changes to the frequency of the client’s established service schedule or home or living situation: remodel, change of address, number of people living in the home, a significant addition of furniture, etc.
Customer rate shall be increased annually, by an amount not-to-exceed 6% of the client’s current rate.
Recurring discounts start AFTER the first cleaning service If you skip cleanings so that your cleaning’s frequency is lower than what you were set up for, your price will be increased to the pricing level for the lower frequency.
We offer the following discounts for recurring service:
Weekly 20% off
Every 2 weeks 15% off
Every 3 weeks 10% off
Every 4 weeks 10% off
We will gladly work around pets, we are a pet-friendly company, within reason: We ask that indoor activity is limited for cleaning efficiency & safety.
If your pet becomes anxious or presents a safety concern, we reserve the right to remove our employees from your home.
If the removal of our cleaning technician is due to aggressive pets, our cancellation policy will apply.
Our employees are instructed not to enter a house if they believe an animal is a threat, pets may behave differently if a family member is not present.
If you request to use your vacuum, we will not assume or accept any liability for damage to the unit
Since we are not responsible for the maintenance of the vacuum, we will not be responsible for any repairs to it.
This is important because if the vacuum is not in working order when we arrive to clean your home, we will not be able to perform any vacuuming of carpet & hard floor surfaces.
The client shall make the service location accessible to True Cleanliness LLC personnel on the scheduled service day.
If the team is locked out of the Client’s home, every effort will be made to establish contact with the Client to arrange for entry into the home, If contact is not made within 20 minutes of the arrival of the cleaning team, the scheduled cleaning will be skipped and rescheduled
While an occurrence is rare, the possibility of breakage or damage is present while we clean.
Our maids exercise reasonable care when cleaning your home, we carry insurance for damage or breakage caused by our cleaners.
We are not liable for damage that is caused by normal wear & tear, improper installation of an item in your home.
Family heirlooms not disclosed during the booking process, these items include but are not limited to the following: Artwork, Gifts & Collectibles: These items are expensive & impossible to replace. The client should point out such items to us before starting service.
Notification must be made within 24 hours of breakage/loss of any personal items.
Identical replacement is always attempted but not guaranteed.
We reserve the right to deny &/or terminate service because of safety concerns, inappropriate or uncomfortable situations, Weapons on-premises, severe clutter & disconnected utilities.
Our employees have the choice to leave if the home is in an extremely unsanitary condition or they feel unsafe/threatened.
If you book a cleaning online that is unreasonable, the cleaners may refuse service on the spot & you will be charged the cancellation fee.
We ask that you be considerate with your cleaners, they are great people & want to do a good job for you, but sometimes get stressed by how they are being treated or being told what to do, causing them to be uncomfortable in your home & distracting them from doing the best job for you, if you have an issue with anyone on the team please call our office immediately & we will handle it.