Office Information:
Our office hours are 8:00am -6:00pm Monday through Friday.
For your convenience, we have a 24-hour answering service.
Staff Conduct:
Our Maids/Technicians WILL NOT:
Smoke
Eat/Drink
Watch TV
Listen to Music
Answer your phone/doorbell
They WILL clean your home or office with complete attention to detail.
Cleaning Supplies & Equipment:
We provide our own equipment and cleaning supplies. If there is a chemical or product that you would like us to use instead of our own, you can provide that product at your home on the day of service. All of our chemicals are biodegradable.
Security Alarms:
If your home is equipped with a security system, please insure that it is in the "off" position. We can not be responsible for alarms if we do not have the code and we will not be responsible for any charges resulting from accidentally tripping an alarm.
Keys:
Please make sure your home is accessible to us. Most of our customers provide us with a key. Each key is randomly number coded (no reference to customer or company.) Keys are maintained in a locked room until your next scheduled cleaning. If you request your keys, it will be returned or can be picked up at our office.
Valuable Items:
We ask customers to put away any antiques, figurines, irreplacable items and heirlooms to avoid any accidents. If that is inconvenient, please attach a "Do Not Touch" note. We try to notice and have special instructions concerning valuables. However, these things are sometimes overlooked during the estimate or purcased after we have visited your home. Our professional cleaning teams are extremely careful, but regrettably, in the course of human events something may be broken. Our staff is instructed to call our office if an accident occurs, then bring the broken object to our office and the office will call you or leave a message advising you of the mishap and we can discuss repairing or replacing the item. We cannot be responsible for wall hangings attached with anything other than very secured picture hooks (no straight pins, thread, etc.).
Children:
If you have small children, please make sure they are not left alone to be exposed to any cleaning supplies. All our chemicals are biodegradable but can still be harmful if swallowed.
Pets & Plants:
We do not take care of plants, their care is too specalized.
We do not handle litter boxes. Should your regular cleaning fall on one of these days we will contact your about rescheduling it.
We ask that if you have pets, you make sure that on the day of your cleaning visit they are secured or outside. We are not responsible if an indoor pet accidentally gets outside. Many of our employees have a fear of dogs. No matter how nice and lovable your pets may be, some fears are uncontrollable and we ask that you respect that fear in our employees.
Insects:
If our cleaning team notices an insect infestation in your home which prevents them from cleaning they will leave a note and notify our office.
Cleaning Schedule Changes:
Soon after your estimate, we will mail you a yearlong cleaning schedule.
If you require a cleaning schedule change, just call the office and we will be happy to arrange it for you.
If it is necessary for you to cancel or skip your cleaning, we ask 2 business days notice.
If you do not notify the office, or if we are unable to enter your home as scheduled, there will be a $35.00 No Notice Cancellation Fee.
Our teams daily pay is based on homes scheduled, therefore when you skip on short notice or lock out a team, it doesn't give us enough time to fill your time slot and the teams pay will be affected.
We do our best to notify you of a general time of cleaning. However, Clean Master does not charge hourly and we will never guarantee you an exact time. If we leave a message with a time and you do not get it we will still charge a $35.00 No Notice Cancellation fee if we cannot enter the house as scheduled. We try our very best to accomodate each and every customer but we are only human.
Holidays:
Our office is closed on the following holidays:
Payment Policy:
Please make payments in full on or before the day of the cleaning. You may call our office and pay by credit card, we accept Visa and Mastercard or debit with either symbol. Some of our regular customers have the option of paying with check. If a check is no given at the time of cleaning then we automatically charge the credit card on file.
Gratuities/Tips:
Our staff will work hard in your home. They do not expect a gratuity. If it is your desire to leave a gratuity, please designate the amount on your credit card payment or leave it in cash.
Extra Services:
Our teams are instructed to follow the work requirements as outlined on your copy of our Service Agreement. Please call our office at least 48 hours in advance to schedule any extra cleaning needs (inside or outside of windows, oven, or cleaning inside of refigerator are examples of extra services). These extra services will be charged accordingly.
Organization:
The cleaning will be far more satisfactory if the team does not have a great deal of clutter with which to contend. Please pick up clothes, dishes and toys so we can give you the best cleaning possible.
Quality Assurance:
Our Quality Control personnel make cleaning inspections periodically. We believe that inspection and customer contact is the best way to maintain and improve our high quality standards. However, if there is ever something that we have missed, (our maids/technitians are human and ocassionaly make mistakes) you do have 48 hours after the cleaning to call our office and we will send a crew to fix any mistake as soon as possible.
Satisfaction Guarantee:
We, Clean Master, guarantee our work 100%. This means if there is a serious problem with the cleaning, we will return at the earliest possible moment and correct the problem.
We must be made aware of the problem no later than 48 hours after the cleaning.
We prefer to correct any cleaning problem witnin 24 hours of notification.
Be Advised: We cannot correct any problem with the cleaning if we are unaware of the problem. Please call our office (530) 343-0123 if there are any questions or concers.
