Client Policy and Procedure

This is the following client policies and service guide we have with our clients[cite: 1]. There are policies and saw FAQs[cite: 1]:

Thank you for choosing Every Room Clean for your cleaning needs[cite: 1]! Our goal is to provide you with consistent, dependable, and quality cleaning services while working with integrity, transparency, and care[cite: 1]. There may be questions you have so to ensure a smooth and enjoyable experience for both our clients and our team, please review the following FAQs/policies[cite: 1]:

Service Agreement

By scheduling a cleaning service with Every Room Clean, you agree to the terms outlined in this document[cite: 1]. We reserve the right to update our terms at any time, and the latest version will be available on our website (coming soon!) or upon request[cite: 1]. Clients will be notified of any significant changes[cite: 1].

Product Policy

FAQs: Do you provide your own supplies?[cite: 1] Can you use my Bona to clean the hardwood floors?[cite: 1]

1. Provided Supplies: We bring all necessary cleaning products and tools, excluding paper towels and trash bags[cite: 1].
2. Client-Preferred Products: If you have specific products you’d like us to use, we’re happy to accommodate[cite: 1]! Simply leave them out for us or let us know where to find them[cite: 1].
3. Effectiveness Disclaimer: While we are happy to use your preferred product, please note that it may not clean as effectively as our professional-grade products[cite: 1].

Service and Scope Policy

FAQs: Can I add on services to my cleaning?[cite: 1] What isn’t included/what do you guys not do?[cite: 1]

1. What’s Provided: Our regular services are outlined in our quote and during our initial visit[cite: 1].
2. Add-Ons: Additional services (within our scope) can be requested (with proper notice) and added on to your cleaning[cite: 1]. These requests made before or during the cleaning incur extra charges[cite: 1].
3. Not Included: Tasks like heavy lifting (>15 lbs.), climbing on ladders/stools (excluding for deep cleans), moving furniture (so as to avoid property damage minus chairs/small tables, etc.), exterior cleaning (windows, porches, patios), hazardous waste removal, pet waste removal, washing dishes (greater than a few dishes, cups, silverware), doing laundry, preparing meals, and running errands are not included in our services[cite: 1].

Persons and Pet Policy

FAQs: Do I need to be present when you come to clean?[cite: 1] Is it okay if my dog is there when you arrive?[cite: 1]

1. Your Choice: It is entirely up to you if you wish to be home when we arrive[cite: 1]. If you won’t be there, just let us know the best way to enter your home (key, door code, garage code, gate code, etc.)[cite: 1]. We can always adapt our approach to your cleaning if you will be present (clean home office first, clean upstairs last, etc.)[cite: 1]
2. Four-Legged Family Members: We love meeting and working alongside your pets[cite: 1]! If they are friendly we are more than happy to have them out while we clean[cite: 1].
3. Proper Pet Notice: If your pets are not friendly or aggressive we kindly ask you to secure them or keep them outside while we clean for our team’s safety[cite: 1]. If you won’t be home please let us know how we can appropriately clean around them[cite: 1].

A/C Consideration

1. Comfort During Cleaning: We understand the cost of cooling and heating your home (especially when you’re not there) but kindly ask you to maintain a comfortable temperature during our visit[cite: 1]. Excessive heat can lead to quicker fatigue and may extend cleaning times[cite: 1]. We work to be out of your way as quickly as possible while still cleaning effectively and efficiently[cite: 1].

Internet Policy

1. Phone Use: Access to our phones during the visit is essential for contacting you or handling urgent business matters[cite: 1].
2. WiFi Access: If cellphone service is unavailable, we may request access to your WiFi to ensure seamless communication[cite: 1].

Scheduling Policy

FAQs: How often can you guys come to clean?[cite: 1] Do you let me know what day you’ll be back?[cite: 1]

1. Available Frequencies: We offer recurring residential cleaning services with weekly, bi-weekly, or monthly (every 4 weeks) options[cite: 1]. You can choose what best fits your needs and we can also provide a recommendation for you based on our in-person visit[cite: 1].
2. Schedule-Based Operations: We work based off a schedule that is the same month-by-month[cite: 1]. We will always return on the same day of the week around the same time frame (unless otherwise communicated) for your chosen frequency[cite: 1]. This is why we ask for your availability during our initial visit to figure out where best to place you on our schedule[cite: 1].
3. Daily Schedule: In a day we typically clean 3 (sometimes up to 4) houses[cite: 1]. Our first house is our morning client (arriving around 8:15 AM), our second house is our mid-morning/afternoon client and our third house is our afternoon client[cite: 1].
4. Time Frames: While our days are scheduled out for us in-advance we cannot always predict circumstances that may cause us to take longer or shorter as we work throughout the day[cite: 1]. We cannot give exact times for arrival but rather time frames we expect to arrive at[cite: 1]. We will communicate to you if we will be arriving any earlier or later than what is told[cite: 1].

Cancellation Policy

FAQs: What if I need to cancel my cleaning?[cite: 1] Can I reschedule my cleaning?[cite: 1] What if my clean falls on a holiday?[cite: 1]

1. Advance Notice: If you need to cancel your cleaning, we kindly ask for 48 hours’ notice as this gives us more opportunity to be able to reschedule your cleaning rather than cancel it entirely[cite: 1].
2. Rescheduling: We will do our best to reschedule your cleaning within the same week but with a busy and ever-changing schedule this may not always be possible[cite: 1]. If your cleaning is rescheduled you will be the last house after visiting our regularly scheduled clients for that day[cite: 1]. For clients who receive cleanings on a four-week schedule, if a cleaning is canceled the cancellation fee will still apply, and we will prioritize rescheduling your service at the earliest available time to avoid an extended gap between cleanings[cite: 1].
3. Cancelling with 48 Hour Notice: A flat $50.00 cancellation fee will be added[cite: 1].
4. Cancelling without 48 Hour Notice: Will work as a strike system: 1st strike is a $50.00 fee, 2nd strike is a $100.00 fee, and 3rd strike is 75% of the job and risk of termination of services[cite: 1]. Strikes will reset every 12 months[cite: 1].
5. Cancelling on You: Should we ever need to cancel your cleaning for any reason the cancellation fee will not apply to you[cite: 1].
6. Explanation: Missed cleanings increase the time and effort required during the next visit[cite: 1]. For example, canceling a bi-weekly cleaning means a full month’s accumulation of work[cite: 1]. As well, we rely on the support of our clients and a consistent schedule to sustain our team and operations[cite: 1]. This fee helps to offset some of the impact caused by last-minute cancellations[cite: 1].
7. Special Circumstances: If a cleaning needs to be canceled or rescheduled due to personal emergencies/situations (communicate to us!) holidays, extreme weather, or other exceptional circumstances, we will evaluate on a case-by-case basis[cite: 1].

Sickness Policy

1. Health Notifications: Please inform us if anyone in your household is currently sick so we can take necessary precautions[cite: 1]. We appreciate being informed prior to our visit[cite: 1].
2. Adjustments: We can adapt our approach to clean effectively while taking necessary precautions like wearing masks, maintaining distance, or skipping a room rather than having to cancel your cleaning entirely[cite: 1].

10. Payment Policy

1. Accepted Payments: We accept Zelle, cash, and check[cite: 1].
2. Preferred Paperless Payments: Zelle’s digital payments are most convenient for us[cite: 1].
3. Payment Due Date: Payment is due upon the completion of service[cite: 1]. As a business, we strive to provide high-quality cleaning services in a timely and professional manner[cite: 1]. To ensure smooth operations and mutual respect for time and effort, we kindly ask that payments be made promptly[cite: 1].

11. Content Policy

1. Media Capture: We may take photos or videos of/in your space for promotional purposes[cite: 1].
2. Non-Identifiable Content: Media will not include identifiable personal items such as framed photos, plaques, or diplomas[cite: 1].
3. Deletion Policy: All captured content will be deleted immediately after use or if deemed unnecessary[cite: 1].
4. Opt-Out: If you do not wish for any photos or videos to be taken in your home, please inform us directly[cite: 1].

12. Missing/Damaged Item Policy

FAQs: What if something is damaged during a clean?[cite: 1] What if someone is injured during a clean?[cite: 1]

1. Respect for Property: We treat every space as if it were our own, with the utmost care[cite: 1].
2. Human Error: While rare, accidents can happen[cite: 1]. If damage occurs, we will inform you immediately and work toward a resolution[cite: 1].
3. Resolution: If something is damaged, we will do our best to repair or replace it[cite: 1].
4. Insurance Coverage: For more significant incidents or injuries, we are fully insured and can file a claim if necessary[cite: 1].
5. Disclosure: We are not liable for pre-existing conditions, such as loose fixtures or fragile items not disclosed prior to the cleaning[cite: 1]. Please let us know beforehand about things like this[cite: 1].
6. Precautions: To avoid potential issues, we recommend securing sentimental, irreplaceable, or valuable items safely before our visit[cite: 1].

13. Price Adjustment Policy

1. Review: We periodically review our pricing every 1-2 years to ensure it reflects current industry/economic conditions and allows us to continue providing top-quality service[cite: 1].
2. Considerations: We take into account economic factors like inflation and supply costs, updates to wages to support our hardworking team, and service enhancements to meet your needs[cite: 1].
3. Communication: Any price adjustments will be communicated to you in advance, with plenty of notice[cite: 1].
4. Alignment: Increases will be thoughtfully determined based on market trends and industry standards[cite: 1].

14. Privacy and Confidentiality Promise

1. Trust Us: We respect your privacy and are committed to protecting your personal information[cite: 1]. Any information provided to us related to your property and personal details is used solely for the purpose of delivering our services[cite: 1].

15. Termination of Services Policy

1. Adequate Notice: Either party may terminate the service agreement with proper notice (30 days for recurring services)[cite: 1].
2. Termination: We reserve the right to discontinue service for reasons such as but not limited to safety concerns, lack of payment, or repeated scheduling conflicts[cite: 1].

16. Satisfaction Guarantee

FAQs: What if something was missed during my cleaning?[cite: 1]

1. Our Promise: Your satisfaction is our top priority[cite: 1]. If you are not completely satisfied with our work, please contact us within 24 hours of the service[cite: 1]. We will address your concerns promptly and, if necessary, return to re-clean the affected areas at no additional charge[cite: 1].

Thank you for your understanding and cooperation[cite: 1]! These policies help us deliver the best possible service while maintaining a positive working relationship[cite: 1]. If you have any questions or concerns, don’t hesitate to reach out to us[cite: 1].