These terms of service are designed to help our clients understand the service they are purchasing.  These terms clarify and describe our guarantees, exclusions, cancellations and potential problems that may arise. While we take the necessary precautions to avoid problems, we understand that sometimes accidents happen. With your help, we believe these potential issues can be prevented to ensure a successful service to you in your home.

In the event of an issue, our goal is to resolve it fairly. We’ve written these Terms of Service to properly define the responsibilities and liabilities of both Simply Clean and our customers in order to prevent such issues.

Remember, we do NOT have a contract that commits you to a minimum number of cleanings! We work to earn your continuing business with each and every cleaning and our string of positive online reviews reflects our dedication to your satisfaction.

By scheduling a one‐time cleaning or recurring service with Simply Clean, you are agreeing to accept the following terms and conditions:

General Limits, Conditions and Liability

 

• 100% Satisfaction Guarantee

If you are not happy with any area we have cleaned, simply call the office within 24 hours and we will come back and re‐clean it free of charge.  However, our cleaning technicians must be allowed to come back into the home within the next 2 business days.

• Insurance, General Liability, Bonding & Tax Reporting

We carry a $1,000,000 liability insurance policy. In addition, we hereby attest to our customers that Simply Clean collects and reports all employer‐required taxes for the cleaning technician’s services to local, state and federal agencies, thereby protecting you from IRS tax‐liability with regard to income the cleaning technicians receive.

• Security Alarms

Simply Clean is not responsible for any charges from local police or fire departments which are called out due to activated alarms our technicians are unable to turn off.

• Pets “Escaping” From the Home

We cannot be responsible for pets that “escape” when our cleaning technicians are entering/exiting your home. If your pet will be “roaming free” during the clean, please let us know in advance, so the cleaning technicians can be on alert when opening doors. Our cleaning technicians are trained to close doors as soon as they enter and exit your home and will not leave doors open for long periods.

• Pet Feces & Urine

Our cleaning technicians cannot touch or pick up pet feces, including emptying litter‐boxes. Urine stains on hardwood floors will be mopped by our cleaning technicians, but please understand that if urine has soaked into wood, the discoloration (stain) may not come out and a flooring specialist should be contacted.

• Cleaning‐Day Home Preparation

Your price for cleaning is based on the cleaning technicians focusing all of their time and energy on cleaning, not routine housekeeping. We ask that you take a few minutes the night before a scheduled service to “pick up.” By addressing soon-to-be cleaned areas ahead of time, such as removing dirty dishes from the sink, or clearing off floors, countertops, and table tops, your cleaners can focus more on cleaning instead of tidying up.

Note: If you’d like our cleaning technicians to do these tasks for you, please call the Office (in advance) so your cleaning fee can be adjusted for the additional “cleaning preparation” time.

• Cleaning Supplies

Our cleaning technicians bring the tools and products needed to thoroughly clean your home. If you prefer to supply your own cleaning products or solvents, please just let us know. However, we are not responsible for any damage associated with that product or solvent.

• Window Tracks

We wipe your window tracks, however, we cannot guarantee a thorough cleaning of them — they will not look perfect or be completely free of dirt, especially in the corners and around window hardware, latches, etc. To accomplish this may take hours and we try to keep your costs reasonable. We also aren’t comfortable charging you for something you may not want. If, however, you do want them cleaned perfectly, please do let us know and we will charge by the hour for that service.

• Dusting

Our cleaning technicians take pride in dusting your home. Our tools and techniques allow us to remove most of your home’s dust in a reasonable amount of time and effort.

Settling Dust

During the dusting process, some dust becomes airborne and will not settle until we have left. This is more common in first time cleanings, and it may take several visits before settling dust becomes minimized.

Dusting Knick‐Knacks, Collectibles, Stand‐up Picture Frames, and Other Small Items.

For dusting smaller items on shelves or flat surfaces like mantels, we charge based on size and the number of items. If there are 10 or fewer small items on a shelf, we will hand dust them, as well as the surface below, and return the item to the shelf. If there are more than 10 items per shelf, we may dust the items where they sit and the surface around them.

Dusting Height Limits

We are not able to dust items that sit on shelves or hang on walls that are higher than our cleaners can reach with a 2-step stepladder. We do use extension poles to high dust rooms, but we will not high dust items that may tip over or come off the wall. If we’re unable to secure the item with a free hand while dusting, we likely will not risk cleaning it.

• Showers and Tubs

Showers and Tubs can accumulate lime, calcium and soap scum.  Our cleaning solutions work very well on cutting through these deposits, however sometimes it may take two to three visits before showers and tubs become free of these deposits.   Mold and mildew are organic and will grow deep into and behind grout or calk. Surface stains will be minimized by our cleaning products, but completely eliminating them may require the homeowner to have their shower re‐grouted or re‐caulked.

• Damage or Breakage

Our cleaning technicians exercise reasonable care when cleaning your home.  We do carry insurance for damage or breakage caused by our cleaning technicians.  We are not liable for damage that is caused by “normal wear and tear,” improper installation of an item in your home, or artwork, collectibles or family heirlooms valued over $75.  These items include, but are not limited to:

Carpet & Rug Snags

Carpet snags are the result of “exposed loops” caused by normal wear and tear, moving furniture, etc. which are snagged by a vacuum’s roller‐brush.

Broken Blinds

Customers should be aware that there are some inherent risks each time your blinds are cleaned. Blinds will become brittle from daily exposure to the sun, and strings/chords will weaken over time, resulting in breaks.

Improperly Hung Pictures, Decorations, Mirrors, and Fixtures, etc.

If these items are securely/properly attached to the wall, they should not fall when the item is dusted/wiped.

Artwork, Collectibles, Family Heirlooms and Valuables Over $75

These items are expensive or impossible to replace and so we will not take the risk of cleaning such items. It is the customer’s responsibility to inform Simply Clean of any such items existing or brought into the home after our initial setup, that fall into this category.

Use of Homeowner’s Vacuum

If you request our cleaning technicians to use your vacuum, we will not assume or accept any liability for damage to the unit. (Since we are not responsible for maintenance or training with the unit, we will not be responsible for any repairs to it).

• Scheduling, Payment Options, Fees, Refunds

Payment is due at the end of the business day on the day our services are delivered.  You may pay by check or credit card.

Credit Cards

If you choose to pay by credit card, we absorb the 3% processing charge.

Refunds

Since cleaning is a very personalized and subjective service, we cannot offer refunds to customers. If you are unhappy, we will come back and re‐clean any areas free of charge according to our 100% Satisfaction Guarantee.

Service Fee for Returned Checks

Clients with checks returned for non‐payment, (insufficient funds, closed account, etc.) will be charged a $25 returned check fee in addition to the original payment for services.

Scheduled “Arrival Time” For Cleanings

When booking your service, we provide an estimated arrival‐time for our cleaning technicians to your home. Actual arrival time may vary due to unforeseen circumstances (traffic jams, weather, the cleaning technicians needing extra time to finish cleaning a previous home, etc.)  If our technicians are expected to be late by 30 minutes or more, we will call you.

Lock‐Out Fee

You are responsible for providing cleaning technicians access/entry to your home.  If our cleaning technicians cannot enter your home, you will be charged the full cost of estimated service.   If you provide a key to the cleaning technician, you must contact the office.

Scheduling Changes

Please let us know as soon as possible if you need to reschedule or cancel a cleaning appointment.  Your cleaning technicians count on your business.  If you can provide us with at least 2 days advance notice of any scheduling changes, it gives us an opportunity to find another home for them to clean.  Last minute notifications make it nearly impossible to find your cleaning technicians work and can cause them financial hardship.

Scheduling Changes May Result in the Following:

Price Changes

The price for your recurring service is based on Time Between Cleanings.  We have 3 recurring price categories:

• Weekly (Once a week)
• Bi‐Weekly (Every two weeks)
• Monthly (Every four weeks)

Fees Charged

• 0-24 hours notice before scheduled cleaning: full cost of anticipated cleaning.
• 24-48 notice before scheduled cleaning: $50.
• 48 hours or more notice, no fee.
• No Availability – It is our goal to meet every cleaning request, however cleaning dates do sell out. The best way to reserve an alternative date is to call Simply Clean as soon as possible.

Fees for Rescheduling, Cancellation or Lock‐Out with Less Than 48‐hour Notice

We are happy to work with customers who need to reschedule or cancel services throughout the year to work around your schedule.  This policy has to do with rescheduling service or cancelling an appointment with less than 48 hours notice.

Please note: some last minute cancellations can be prevented if a customer provides us with access to their home using a garage door code, key, lock box or similar methods. Simply Clean is bonded and insured against any problems associated with customers giving us access to their home.

Additional Fees (for additional time needed to clean your home)

When purchasing our house cleaning service, you are purchasing reliable, well‐ trained, insured, and trustworthy LABOR.  There may be an occasion where our cleaning technicians need more time to complete the specific cleaning program you purchased.  A few examples include:

• The condition of your home is different than what you represented when we established your Estimate.
• Excessive dirt/dust/stains resulting from remodeling/construction, post‐party cleanup, etc.

If a particular cleaning requires more than the allotted time to finish due to the situations above, we will attempt to contact the customer by phone before we start the job.  If we are unable to reach the customer by phone, we will either work up to the allocation of time or not clean the home.  We will never charge you more for your cleaning without your permission.  If additional time is repeatedly needed, we would need to discuss a change in your regular fee.

• Quality Control and Inspections

Audits and Inspections

Simply Clean randomly inspects and audits our cleaning teams.  The inspector may inspect your home after a cleaning is completed and the cleaning technicians have left, during the final phase of cleaning, or during the entire cleaning.

We Need Your Feedback

Getting customer feedback is an important ingredient to a successful house cleaning service relationship.  Your feedback helps us monitor the performance of your cleaning technicians and deliver the highest quality cleaning experience in the industry.

Safety and Work Conditions, Temperature Settings

During summer months, many of our customers turn their air conditioning off or set them to higher temperatures during the day, while they are at work.  On the day that your cleaning technicians arrive, we ask that you set the thermostat to, at the highest, 72, so your cleaning technicians can work in a safe environment without overheating.

For safety reasons, if our cleaning technicians arrive to a home that is warm and the air conditioning is turned off or not reduced to safe levels, our cleaning technicians are instructed to adjust the thermostat while they are in your home.   They will return the temperature to the previous setting before they leave.  We still ask that you to let the air conditioning run on the day of your service because it can take several hours to cool a home to safe levels.

During the winter, we request that the home is between 60 and 72 degrees.

• Privacy Statement

Simply Clean is committed to protecting the privacy of customers.  We will not sell, exchange or otherwise distribute your personally identifiable information to outside parties.