How do I pay for my cleaning?
Payment is due in full at time of service. We accept a number of payment options including cash, personal check, credit and debit cards. We ask that on the day your home is scheduled to be cleaned you please place your payment in a sealed envelope on kitchen counter marked "cleaning service." We are happy to provide payment envelopes if you like, just ask.
Do you accept payments online?
Yes, payment by credit or debit card are invoiced and processing is handled securely by PayPal. Since it usually takes 3-5 days for us to receive funds when a payment is made, invoices are due to be paid 48-hours prior to date of service. All on-line transactions are subject to a 2.5% service surcharge in lieu of paying by personal check or cash (see advance payment discount).
Can I make advance payments?
Yes we offer discounts for advance payments. When 2-5 cleanings are paid for simultaneously we credit you with a 2.5% discount. For six or more cleanings the credit is increased to 5.0%.
What if my payment is not left at time of service?
While other cleaning services have a "no pay-no service" policy we do not believe a simple oversight should result in returning to a home that has not been cleaned. Should it slip your mind to leave your payment for your routine cleaning service visit we will simply invoice you via PayPal so you may make your payment free of a late fee. However, in all fairness we expect you to make your payment no later than 24-hours by credit or debit card, which will include a 2.5% service surcharge, or you will be charged a $25 late fee. Except for this, Clean Home Clear Mind depends upon full payment being left at time of service.
What if my check bounces?
Any payment by check returned for insufficient funds or any other reason will incur a $35 fee by Clean Home Clear Mind. If we receive notice of such an event you will be invoiced online via PayPal and your payment will be due immediately.
What if my regular cleaning has to be rescheduled?
We have reserved times for you along with other clients. While not always possible, if you must make a change to your regular schedule we prefer 48 hours advance notice by email. A $25 rescheduling fee will be charged (only applies to routine cleaning visits, to compensate us for increased clerical, administrative, travel and labor costs associated with rescheduled service visits.
What if my regular cleaning is skipped over ?
Skipped cleanings are considered to be a cancellation (see below "what if my regular cleaning is canceled") and subject to a GAP fee. The amount depends on the frequency ($20/weekly, $35/biweekly and $65/monthly) of service schedule. Homes larger than 1,000 square feet of living space are subject to an additional charge depending on actual square footage. When a cleaning is skipped, it disrupts our schedule. More so, it means our staff must now work harder and longer on the next cleaning essentially because a weekly has become a biweekly, a biweekly a monthly, etc. A skipped cleaning does not change the regular service going forward to assure all clients continuity with their cleaning schedules. Cleanings that are rescheduled at the clients request are considered a skip and subject to fee.
What if my regular cleaning is canceled?
We require a minimum 48 hour notice by email in order to avoid payment of a cancellation fee. Cancellation fee is equal to 50% of the price of the cleaning if we receive less than 48 hours notice. If we receive 24 hours notice or less, the full price of the cleaning will apply. Regardless of when we are notified of a cancellation, a canceled cleaning will be considered a skip and subject to a GAP fee (see above "what if my regular cleaning is skipped over"). If your cancellation results in a fee it will be due online within 24-hours by credit card.
What if we are not able to gain entry into your home, turned away at the door, or asked to wait when arriving on the day of service?
If we are not able to gain entry into your home on the day of service, you will be charged the full price of the cleaning. If we arrive and wait longer than five minutes before being able to gain entry into your home, you will be invoiced at the rate of $49.00 per hour/per cleaner with a maximum wait time of thirty minutes. If longer, your cleaners are instructed to leave and you will be charged the full price of the cleaning on line within 24-hours by credit card. All high rise luxury doorman buildings that require guest sign in/call are automatically charged an additional $15 fee to cover usual wait time.
What if repair or renovation work was done to my home?
When a home has had repair or renovation work, a lot of dust scatters everywhere. It can settle on any surface or shelf, and can even spread to areas distant from the working area and just sit there. If any post-renovation and/or repair work is not cleaned prior to your scheduled visit, we can do it for you but you must notify us in advance so we may allocate the additional cleaning time to our schedule. This additional cleaning time will result in an extra charge that will be added to the cost of your regular cleaning. It will be based on the level of cleaning depending on if it will require us to dust or damp wipe furniture, appliances, tables, chairs, knick knacks, etc. Also, please note that we only clean the interior of the home and not any exterior areas nor do we remove any excessive glue, plaster and/or paint stains. Please allow two visits for the cleaning if not finished on the first.
What about warmer temperatures during the summer?
During the summer, warmer temperatures can heat up our homes. Manual labor in homes where an air conditioner is not running is not only difficult but dangerous. Our policy on the day of service is for air conditioning to be on and set to a temperature of 72 degrees. Cooler temperatures are even more appreciated. If you would like our employees to adjust the temperature or turn it off before leaving, please leave a note on the kitchen counter.
What about rubbish and recyclables?
When we have finished cleaning your home we are ready to take the rubbish and recyclables with us. However, due to safety concerns it will be limited to one tied bin bag of each We do not handle tied or untied bundles of corrugated boxes, flattened or otherwise.
What if power, elevators or water are shut off?
Please email or call to let us know if there is no water, power to your building affecting elevators, or to your home on the day of service. We cannot do our job effectively without electrical power or running water. In the event they may be shut off while we are in your home, we will do our best to finish what we can. Please note that regular charges will apply. If we have to wait longer then five minutes for an elevator when arriving and/or leaving you will be invoiced at the rate of $49.00 per hour/per cleaner with a maximum wait time of 30 minutes.
What cleaning supplies do we not provide?
For sanitary purposes, you are required to provide your own vacuum, mop, broom and toilet brush. Doing so will prevent outside germs and foreign matter from being brought into your home. Regarding vacuum cleaners, it is very important for you to keep it well maintained. If it is not working well it will hamper our ability to clean your home. If there is an issue with your vacuum that prevents us from being able to use it fully and without any restrictions, we recommend it be replaced. If a new problem occurs you we will inform you of it immediately so it may be repaired or replaced. If replacing or upgrading please consult us before making a purchase as we know the best vacuum for your specific home needs. Canisters are by far the most versatile design because they offer outstanding performance on carpet and smooth floors as well as above-the-floor surfaces. Since all the cleaning tools are used with a hose and wand, they far more maneuverable than uprights, easily able to get under most furniture and into tight spaces.
What if my cleaning falls on a holiday?
Just like you, our employees have families and lives away from work so we are closed on national holidays and weekends. Should a scheduled service visit fall on a holiday, we will contact you no less than two (2) weeks in advance to let you know. If we have another available time we will offer it to you. Regardless of whether we have another available time or not, all scheduled service visits missed due to a holiday will be treated as a skipped cleaning and subject to a gap fee.
Why must I pay a fee when changes are made to my schedule?
Clean Home Clear Mind must be compensated for the direct and indirect costs of lost opportunity, increased clerical, administration, travel and labor costs associated by schedule changes. Some fees can be avoided while others can not. A more advanced notice gives us the opportunity to fill any gaps and make any scheduling adjustments necessary to provide the company and it's employees a more stable work environment and more stable income. We trust you will understand the necessity for any fee you may incur.
Must I enter into a service contract?
The short answer is no, just agree to our terms of service. However, since the rate for the initial cleaning is discounted we anticipate coming back on a recurring basis to continue cleaning your home for an indefinite period of time. We offer amazing customer support and are people of integrity that can be trusted that you'll love doing business with. Great service and communication via telephone, email or text messaging is what we're all about. You are under no obligation to continue our services and may cancel at any time. However, if you decide to cancel service completely you are required to give us a minimum two (2) week notice prior to your next scheduled service. Failure to do so will result in being charged a fee equal to the full price of one cleaning. Clean Home Clear Mind also reserves the right to cancel your service at any time subject to a minimum two (2) week notice.