Below are our terms and conditions of service. Clean Home Clear Mind (hereafter known as CHCM or "we") reserves the right to alter or modify these terms at any time in which you will be advised and your continued use of our service implies agreement to these terms. CHCM agrees to provide cleaning services to you per your request. The time we spend cleaning your home for routine "maintenance" cleanings will vary while the charge for our service is for an agreed fixed rate dollar amount plus applicable sales tax.
Please refer to this for specific information regarding the day, time and frequency of your requested cleaning, i.e., "routine","supreme", or "one-time deep clean" and notes (changes/additions) specific to your house or apartment and payment details.
INSURED & BONDED
CHCM is a registered professional cleaning service that is fully insured and bonded (copies of certification available upon request).
THE CLEANING TEAM
We are responsible for all payroll taxes, carry workman's compensation and commercial liability coverage (copies of certification available upon request) to protect you if an accident or injury occurs while we are cleaning your home. Our employees wear uniforms and carry name tags to identify themselves. Our team member/house cleaners work alone or in a team of two (2) or more depending on the size of the home and/or scope of the cleaning. When working as a team, a "team leader" is assigned to your home. We make every effort to keep the same individual or team to your home, but cannot guarantee it due to schedule changes, illness, vacations, etc. We require all cleaning staff to be familiar with all of the home CHCM cleans.
SUPPLIES & EQUIPMENT
We provide all eco-friendly cleaning products, long and short handle Swiffer dusters. However, if we notice the presence of mold or mildew in a bathroom we may use a product containing bleach on the initial visit. Thereafter, you are responsible for providing any bleach product we may recommend over time. For sanitary purposes, you are required to provide a full-size vacuum cleaner, flat or strip mop, bucket with handle, toilet brush(s) and hand paper towels. Also, replacement vacuum cleaner bags, mop heads, trash and recycling bags. This will prevent outside germs and foreign matter from being brought into your home. Regarding vacuum cleaners, it is your responsibility to keep it well maintained. If it is not working properly it will hamper our ability to clean your home properly. If you have a rechargeable vacuum it must be fully charged when we arrive to clean your home. If there is an issue with the vacuum cleaner that prevents us from being able to use it fully or without any limitations or restrictions, we will notify you and recommend its repair or replacement. If you plan to replace or upgrade your vacuum cleaner we ask that you please consult us first before making a decision as we know what's best for your specific home needs. Canisters are by far the most versatile design because they offer outstanding performance on carpet, smooth floors, stairs and even above-the-floor surfaces. Also, since the cleaning tools are used with a retractable wand, they are more maneuverable and effective than uprights and easily able to get under most furniture and into tight spaces.
QUALITY OF SERVICE
For quality control, a checklist is completed during each scheduled cleaning service. For your convenience, we have also listed what you can expect to be in eluded during each cleaning and posted them on our website www.cleanhomeclearmind.com. From time to time management will conduct on-site random inspections. If you find our service to be unsatisfactory, please contact is within 24 hours so we can correct the issue. Refunds or discounts are not offered as we make every attempt to correct any mistakes or missed service.
Our team member/cleaners do not answer the telephone or doorbell. For safety reasons, we will not accept any deliveries or let any service people/workmen in during the time we are in your home. The only purpose while in your home is to clean. It is our policy that our cleaners do not smoke or eat in your home.
TRAINING & SUPERVISION
New team members are trained to know the tools and techniques that CHCM expects of them when cleaning a home. They are under direct supervision for the first 30-60 days, depending on their level of experience, while cleaning in your home. After this period of time, a formal review will be conducted and if determined that they are ready, the team member/cleaner will be assigned to a team to work on their own.
PREPARING FOR YOUR CLEANING
The best way to prepare prior to the individual cleaner or cleaning team's arrival is to provide a clutter free home. Things that are considered clutter are ties such as dishes, clothes, shoes, towels, magazines, newspapers, wires and toys. We would appreciate removing all items that may delay our cleaning including picking up items off the floor, dressers and counters and magnets, pictures and notes from refrigerator doors. Desks that have a large amount of paperwork will not be cleaned. Straightening up and possible will maximize efficiency and minimize the time we spend to clean your home. If you prefer that our cleaner's remove these items, we will add the additional billing time and charge you accordingly. Also, please secure cash, jewelry and other small valuables. We also ask that during the summer months you set your air conditioner to an appropriate temperature. If you would like our employees to adjust the temperature or turn off your air conditioner before leaving, please leave a note on the kitchen counter letting us know. For safety reasons we ask that your children be supervised while we are present in tour home; however, we prefer that no one be in the home while our cleaners are present.
If you or someone in your home is sick (contagious) on the day your home is scheduled to be cleaned, you must notify us as soon as possible so we may reschedule your cleaning.
WHAT WE WON'T DO
If we are specifically requested to dust/clean inside a hutch/chine cabinet, clean or dust an entertainment center or dust any computer equipment, you agree not to hold CHCM or any of its employees responsible for any article or component. CHCM is not responsible for any damage due to faulty and/or improper installarion of any item. Examples of this would be broken or improperly installed window blinds, curtain rods, shelves, loose carper, etc. All surfaces (i.e. marble, granite, hardwood floors and counters) are assumed sealed and ready to clean without causing any harm. For safety reasons our cleaners are prohibited from using ladders and are instructed to wear shoes in your home. We have instructed our team member/cleaners to leave certain items untouched: i.e. body fluids or excretions and litter boxes. If your pet has an accident or vomits, it will be your responsibility to clean it as our cleaners will clean around it. Seasonal insect infestation can also be a problem and prevent us from completely cleaning your home. If roaches, fleas, ticks or bedbugs are encountered, we will not clean and call you immediately regarding the problem. In this case, you will still be responsible for laying the agreed upon price to clean your home. Cleaning window blinds takes a considerable amount of time because the durst hat settles on them becomes fine and gritty sticking to the surface. For this reason, we do not clean window blinds and recommend they be cleaned professionally. We do not clean inside curio cabinets. We do not clean interior surfaces of bathroom shiner liners or curtains. We do not wash diehes. Soiled dishes will be placed back in the sink after cleaning it if you do not have a dishwasher, or it is full. If you have other items or areas of your home that you prefer we not clean or handle, please email us and we will make a note to avoid them. Our team member/cleaners can not climb higher than a step stool, work on the outside of your home e, move furniture that contains electronics or lift any objects over 30 pounds. However, there may be times when you want us to move furniture (i.e., beds, sofa, large chairs, etc) and in this case, we would not be responsible for any breakage due to old or faulty manufacturing. We do not provide any pet or child-related services, or empty diaper pails. Except for the initial supreme clean, our team member/cleaners will not pull out any large appliances such as refrigerators or stoves due to the possibility of causing damage to the floor or disconnecting any water and/or gas lines. However, if you have these appliances moved out before we arrive we would be happy to clean the floor behind them and wipe down the back and sides before you have them moved back in their place.
Please ensure your home is accessible to us. Because your scheduled cleaning time may change each cleaning, we require a key to your home. All keys are maintained in a lock box except on the day of cleaning. For your protection, keys will not be linked to the clients address. In the event cleaning services are terminated, key(s) will be returned to the client within 48-hours. While you may use a lock/shackle to your home with a resettable dial combination, we advise against it since the lock is very easy to pick. If you rekey or change your lock please let us know in advance of your scheduled cleaning to avoid paying a lock-out fee, or a fee if we are asked to wait longer than five (5) minutes for entry into your home. If you do not provide us with a key(s), someone will have to be present to allow the cleaner(s) access to your home upon their arrival. CHCM is not responsible for any damage to your door lock that would prevent us from gaining access to your home.
If your home is equipped with a security system, please ensure that it is in the "OFF" position or inform us of the code and input sequence before your scheduled service. Please be sure to notify us if the code changes.
For safety reasons, our policy is to lock the for while we are cleaning your home and not allow access to unknown people for any reason whatsoever. This includes accepting any deliveries while we are in your home cleaning it.
If you have pets and they don't mind sharing their space we will gladly work around them. They are welcome to roam freely if not bothered while your home is being cleaned. However, if your pet is not comfortable with our cleaner's being in your home or aggressive in any manner, they must be secured at all times. Our cleaners are instructed not to enter a home if they believe an animal is a threat. In this case, you would still be responsible for paying for the cleaning. If you have a dog walker or your pet is receiving care, please let us know about it so our team member/cleaners are comfortable knowing someone else may be in your home when it is being cleaned.
Due to the nature of our business, our staff will be touching many items in your home. If you are aware of any "accidents waiting to happen" you must notify us in writing. Examples of this are framed pictures or artwork not hung securely (i.e., a thunk tack or thin finishing nail in drywall without an anchor), windows that won't stay up, top heavy items with an unstable base, etc. We exercise a great deal of caution and are as careful as possible; however, if something does get damaged while cleaning your home, our staff is instructed to call us so we may inform you of the incident. We will follow-up with a phone call, email or test message to determine the best course of action. In the event an item is damaged or broken we reserve the option of repair or replacement. We will pay up to $100 per breakage item, when the value is verifiable. If damage should exceed $100, a claim will be submitted to our insurance carrier for investigation and the fairest resolution possible. CHCM takes responsibility for it's employees and their actions while they are inside your home cleaning it.
ARRIVAL TIME, JOB START & END TIMES
Hours of operation are Monday-friday, 9:00 AM to 5:00 PM. All scheduled cleanings are assigned a day, but not a specific time because each home we clean varies in the amount of time it takes to clean. We can not guarantee an specific arrival or departure time. However, we do our best to to narrow our arrival time to a three (3)) hour window: 9:00 AM to 12:00 PM, 11:00 AM to 2:00 PM and 1:00 to 4:00 PM, Monday through Friday. For hourly jobs, we charge from the time we arrive on the premises, which includes the loading and unloading of our supplies and equipment from our vehicle to the time we have finished cleaning your home. If we are asked to wait when we arrive, or the wait time for an elevator on arrival is greater than five (5) minutes, you will be billed at the rate of $49.00 per hour/per cleaner up to the maximum wait time of thirty (30) minutes. If longer, our team member/cleaners are instructed to leave and you will be charged the full price of the cleaning. Since all recurring schedules, not including any "special request", are based on a fixed rate, the time we spend in your home will be based on the time necessary to clean it.
There may be times during bad weather that it will not be safe for us to travel and get to your home. If mass transit, in eluding subways and buses, are shut down all cleaning service will be cancelled until up and running. Should your cleaning service have to be cancelled for the day CHCM will not be held responsible in any way. We will notify you immediately by email and attempt to reschedule your cleaning service, if possible.
SERVICES BY SPECIAL REQUEST
We offer a number of customized services to all routine, supreme and one-time deep cleans. Any special request for an item that you would like cleaned (i.e., interior of refrigerator, oven, ceiling fan, windows, etc) require an advance reservation of at least three (3) days minimum notice by email prior to your scheduled cleaning so we may allocate the extra time needed to complete these tasks. Please bear in mind they may be limited during peak seasons and holidays due to demand. There will be an extra charge for this service based on an hourly rate that we can provide you with a written estimate by email. However, e reserve the right to adjust the price once we have arrived and/or completed the cleaning if it takes longer than estimated. Any request must be approved in writing by email before the work begins.
POWER OR WATER SHUT-OFF
If you are ware of an issue that would affect the water or power to your home or building elevators on the day of service, please email or call to let us know. Our cleaners can not do their jobs effectively without electrical power or running water. In the event there may be shut off while we are in your home, we will do the best we can under the circumstances and regular charges will apply.
CANCELLATION & RESCHEDULING POLICY
While you may cancel service at any time for any reason, you are required to give us a minimum two (2) week notice. Failure to do so will result in you being charged a fee equal to the full price of a cleaning. CHCM also reserves the right to cancel at any time for any reason subject the same two (2) week notice. We send reminder emails but it is your responsibility suability to know you cleaning schedule and time. We have reserved times for you along with other clients so any changes in your regular schedule require that you give us 48-hour advance notice by email. If you must reschedule, a $25 rescheduling fee will be added to your next scheduled service to compensate us for the increased clerical, administrative, travel and labor costs associated with rescheduling a cleaning. If you cancel a rescheduled cleaning we require you give us 48-hour advance notice by email to avoid paying a cancellation fee. If we receive less than forty eight (48) hours advance notice will be responsible for paying the full price charged to clean your home and will be invoiced via PayPal. Payment is due within twenty four (24) hours by credit or debit card. A cancelled cleaning will not change the regular cleaning schedule going forward to assure all clients continuity with their cleaning schedules.
SKIP POLICY (GAP)
If you skip a cleaning it is considered to be a cancellation and subject to the same forty eight (48) hours advance notice. Regardless, a fee in the amount of $20 for weekly, $35 for biweekly and $65 for every 4th week (monthly) will will added to all service schedules on your next service. Homes larger than 1,000 square feet of living space are subject to an additional charge depending on the actual square footage. When a cleaning is skipped it disrupts our daily schedule. It also means our team member/cleaners must work harder and longer on the next cleaning essentially because a weekly has now become a biweekly, a biweekly a monthly, etc. A skipped cleaning will not change the regular cleaning schedule going forward to assure all clients continuity with their cleaning schedules. Payment will be added to your next scheduled cleaning service.
LOCK OUT & TURN AWAY POLICY
If our team member/cleaners arrive during the scheduled day and time for a routine cleaning and are turned away for ANY reason, or can not gain entry into the home for ANY reason, you will be charged the full price of the cleaning and payment will be due within 24-hours by credit or debit card. CHCM's agreement with their cleaners specifies they will be paid in full for a scheduled cleaning regardless if they can not gain entry.
Payment is due in full at time of service. We accept cash, personal check, credit and debit bank cards. Any payment that is left at time of service should be placed in an envelope, which we would be happy to provide you with, and sealed, marked "house cleaning" and left on the kitchen counter. We accept payment by credit or debit bank cards and use PayPal via your email address to process all online transactions. All payments are billed via invoice and due 48-hours prior to service. All PayPal transactions will include a 2.5% service fee. However, if your payment includes two or more payments simultaneously a discount will be applied. The amount of the discount is 2.5% for two to five (2-5) payments and 5.0% for six (6) payments or greater. While other cleaning services have a "no payment - no service" policy, we do not believe that a simple oversight should result in coming home to a home that has not been cleaned. If you forget to leave your payment for your cleaning you will be invoiced by PayPal via your email address on record. Any payment by check that is returned for insufficient funds or any other reason, will incur a $35 fee by CHCM. Any payment or return check fee is due immediately and will incur a late fee in the amount of $25 if not paid within 24-hours by PayPal.
RUBBISH & RECYCLABLES
While it is our policy to take rubbish and recyclables with us when finished cleaning your home, we would ask that you please take whatever you can when leaving your home on the day it is scheduled to be cleaned by CHCM. Due to safety concerns our team member/cleaners an only take one tied bin bag of rubbish or recyclables when leaving your home. We do not handle any tied or untied corrugated boxes, flattened or otherwise.
REPAIR OR RENOVATION WORK
When a home has repair or renovation work, a lot of dust scatters everywhere. It can settle on any surface or help, and even spread to areas distant from the working area and just rest there. If any post-renovation and/or repair work is not cleaned prior to any scheduled service, we can clean it for you but you must notify us in advance so we may allocate the additional cleaning time yo our schedule. The 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 dusting or damp wiping. Please note that we do not remove any glue, plaster and/or paint stains from any surface of your home.
Just like you, our employees have families and lives away from work so we are closed on national holidays and weekends. Should your scheduled service 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 that is missed due to a holiday when we are closed will be treated as a skipped cleaning and subject to a GAP fee.
We have invested a great deal of time and money in the hiring, training and development of our team member/cleaners, all of which have signed a "Non'Compete Agreement" with CHCM. Therefore, they are prohibited from soliciting any business from any client on his or her behalf, or for any third party during their employment with CHCM, and/or a period of two (2) years from the date of voluntary or involuntary termination action of their employment with CHCM. Bu using our services, you may not solicit for hire any cleaner introduced by us be it present or past cleaners of CHCM for a period of not less than two (2) years from the date they last worked for CHCM. If you hire and knowingly engage in any direct working relationship with any employee of CHCM, a $3,500 referral/placement fee will be due immediately upon employment, regardless of employment terms. In this event if payment is not received within thirty (30) days of written notice, please be advised this would be considered a breach of this agreement that may result in litigation being initiated to recover damages suffered by CHCM, and you will be responsible for all legal costs and expenses, interest on past due amount at the rate of 12% per annum, court costs and all collection costs including CHCM attorney fees.
CHCM monitors every home we clean for the first ninety (90) days or service and occasionally thereafter. During this period, if there is a noticeable difference in the time we spend cleaning your home we will contact you to discuss possible changes in price and/or service. We reserve the right to adjust client rates at any time. All clients will receive a thirty (30) day written notice of price increases each year prior to the day and month of your anniversary.
Although a gratuity is not expected or required, our team member/cleaners certainly welcome it. House cleaning is physically demanding work and leaving a gratuity is a wonderful way to say "thank you, I appreciate your hard work." Any gratuity left will be received by the cleaner(s) responsible for cleaning your home. If you prefer to leave a cash gratuity please place in an envelope and mark "house cleaners." If you add it to your check please place in an envelope and mark "house cleaning" and leave on the kitchen counter. PayPal also allows you the option of adding a gratuity.
The safety and security of our clients is paramount at CHCM. We maintain a strict policy regarding the privacy of our clients. Our employees do not discuss the clients' premises, or work that is performed in their home. We guarantee discretion and do not share any information including email address, residential address, telephone numbers and profiles.
House cleaning is a very personalized service and we continuously ask for feedback. Please complete the feedback surveys that we send and/or send us a personal email to let us know if there are ANY concerns or comments, good or bad. Feedback is essential to better service, to correct any issues and make sure our team member/cleaners stay on top of their game.
Clients will receive a $25 discount when referring a new client to CHCM. The discount will be applied to your next cleaning following the referred client's first scheduled recurring service and full payment. When you refer a new client the new client will also receive a $20 discount off their first cleaning (no one-time cleans). Please be sure to email and let us know the new clients name and address so these discounts may be applied. CHCM only cleans homes in Brooklyn and limits the service area (see our website for full listing).
Client reviews are appreciated and very important to CHCM. While our team member/cleaners try their best, they may not always clean an area well or may even miss cleaning it entirely. If this should happen please let us know right away so we may be given the opportunity to make a correction. Online reviews play a major role when it comes to CHCM's reputation and brand image that can result in more (or less) new clients for it's cleaning staff since so many people use this information when hiring a house cleaning service. Everyone at CHCM is very proud of our reputation and would not like to see it blemished in any way by posting any negative online reviews. If you feel compelled to post anything negative about CHCM or any of it's employees', we ask that you please call to discuss it with us first.
Our contact information should be stored in your mobile device so you have quick and easy access should the need arise to get in touch with us. Our email address is email@example.com, our office telephone number is 718-622-4595. Do not contact any team member/cleaners directly for any reason. Any changes, requests, etc. must be in writing. Email is our preferred and best method when it comes to this.
A WORD ABOUT FEES
CHCM 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 openings 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 of any fee you may incur.