Terms and Conditions
HOW OUR RATES ARE CALCULATED
Your rates are calculated based on the information given to us in the Contact Us form on our website and the condition of your home. We charge an hourly rate. We are a professional and legal cleaning service that complies with all Washington labor laws and legal business operations. This includes Worker’s Compensation, Payroll Taxes, Liability Insurance and FMLA. We also offer competitive industry wages and benefits to our staff. Rates are non-negotiable.
Gratuity is not required but always appreciated for a job well done. 10 – 15% is the general rule of thumb.
If you are happy with your cleaning and choose to leave gratuity, please leave tip at your home on cleaning day (separately from cleaning payments). Also, please leave us a review about your cleaning experience.
HEALTH AND SAFETY
Due to health and safety reasons, we do ask to be informed beforehand if and of the following is present in your home. Mold, human waste, pest (flea and rodent infestations, etc.) or pet waste and bodily fluids. If we come into a home that requires this type of cleaning, there is an extra charge for Bio-Hazard clean-up.
We do use extension poles for higher items that need dusting and cobwebbing.
Cleaning Techs are required to wear closed toed, non-skid shoes while cleaning with shoe covers over top.
To ensure the best quality of service, best rates, and safety of our staff, All City Cleaning uses only company supplies and equipment. If you would like to purchase any of our supplies, let the office know and we will sell you some.
We understand that life happens. Things come up that you may not be able to plan for. For this reason, we have established a policy that allows for some wiggle room.
We ask for 1 business days notice to cancel an appointment. If we arrive to your home and you are not there we will charge 1 hour for the inconvenience.
This also applies to LOCKOUTS, meaning that we are not able to access your home on the scheduled day.
We strongly recommend and can provide for a fee, a coded company lockbox that can be installed in a discreet location on the exterior of the home. That way, there will be no incident of missing hide a keys, forgetting to leave the door unlocked, etc.
Schedules can always be confirmed via email or text before initial service is started, upon request. Please note that Monthly cleanings run on an every 4 week rotation and depending on how the schedule falls, there will occasionally be 2 cleanings in one month. Please add the cleaning schedule to your calendar as we are not able to give courtesy reminder calls each time.
Cleaning service occurs between 9am- 5pm on your regularly scheduled day. Given that each home that we clean varies in the amount of time it takes to clean, we can not guarantee an exact arrival / departure time.
There will generally be 1 – 2 Cleaning Techs assigned to your home after the First Time Clean. Given how scheduling works, we are unable to guarantee the same Cleaning Tech each visit but we always try our best.
All City Cleaning makes every effort to consistently schedule a predetermined set day that we arrive for each cleaning. If for any reason we need to reschedule due to staff illness or other unforeseen circumstances, we will give you as much notice as possible.
ACCESS TO YOUR HOME
We will discuss arrangements of how to access your home before your first service. Clients generally provide a copy of the house key for the company which alleviates the need for the clients to remember to leave out a hide-a-key or having to wait around to let us in each visit (which also avoids lock out charges). You also have the option to install a small coded company lockbox in a discreet location on the exterior of the home for the key or we can keep a copy of the in our locked and secure lockbox.
We accept all major credit cards, PayPal and check. For ongoing service we offer the convenience of Auto-Pay through PayPal or Credit/ Debit Card.
GETTING READY FOR THE CLEANING
Don’t “clean” before we arrive, but do “pick up” as much as possible in areas you would like us to clean. This will allow us to focus more on detail and quality for you. There is no limitation to what we will clean. As long as you will pay for the time we will clean whatever you want us to clean in any condition it is in. I figure, if you aren’t going to clean it and we aren’t going to clean it, then who is going to clean it?
We love them! But please secure any pet that may be a threat. Also, we do not clean up after sick pets or pet accidents.
It’s bound to happen sometimes. We do our best to prevent it and effective communication is very important.
- Sometimes breakage occurs when there are “booby traps”. Those are accidents waiting to happen. We are often handling things that aren’t normally touched (pictures not hung securely (e.g. with thumb tacks), top heavy items with unstable bases, wobbly, tippy objects). Each incident is reviewed on a case by case basis. We cannot take responsibility for “booby traps”. Please remove unstable breakables to a place we do not clean (we do not clean inside curios, china cabinets or clear wet bar shelves).
- We will pay up to $100 per breakage item, when value is verifiable. If the damage is valued at more than $100, a Liability Insurance Claim and Investigation will need to be opened through our insurance carrier.
- In some cases we will have the broken item repaired by a professional restoration company. Breakage values over $25 must be verified before replacement or reimbursement will be authorized. Please save the broken item for our inspection. Breakage must be reported within 24 hours of discovery.
As owner of All City Cleaning I take responsibility for my employees and their actions. Our policies are designed to help minimize risks. I will personally review any unresolved incident to insure the fairest resolution possible. You are our valued customer and we wish to resolve each incident to your satisfaction.
To ensure the best quality of service and best rates, All City Cleaning uses only Company supplies and equipment. Although, we prefer to use your vacuum for your carpets due to sanitary reasons.
Please do not hesitate to give me a call if you need further clarification on any of our policies. We clean all homes with as much care and respect as possible. When we fail, I seek your communication on the matter. We never want an issue to go unresolved. Thank you for your confidence in allowing us to handle life’s most expensive possession – your home.