Policies and Procedures

//Policies and Procedures
Policies and Procedures 2017-12-07T10:28:29+00:00

“We Don’t Cut Corners, We Clean Them”

There is no term to this agreement: You may cancel your service at any time. The Home Keepers also reserves the right to cancel your service at any time. After reviewing our policies and asking any questions you may have, please sign and return the acknowledgement on page 3.

Cleaning Supplies and Equipment: We will be providing all cleaning supplies, vacuums, and equipment.  Should you require any special products to be used on the furniture, floors, appliances or countertops, please inform our office before your scheduled cleaning.  Due to OSHA regulations, in order to use your cleaning supplies we will need to be provided with an MSDS for each of the products.

Code of Conduct: The Home Keepers Cleaning Teams will conduct themselves in an appropriate manner while in your home or office. They will not eat or drink anything other than bottled water that they provide for themselves.  They will not be on PERSONAL Phone Calls or text.  From time to time the Team Leader will need to speak to or text the OFFICE or Training Manager when help or directions are needed.

CANCELLATIONSWe will arrive on the day scheduled as requested & agreed upon; however, The Home Keepers reserves the right to close our office at any time, due to inclement weather.  If it is necessary for you to cancel or skip your scheduled cleaning, we appreciate a phone call no less than 24 hrs prior to the Cleaning Team’s arrival. If your cleaning should fall on a Monday, notice is required by noon the Friday proceeding your cleaning.  If we do not receive a 24 hour notice, a $50 fee will be assessed.

LOCK-OUTS: AVOID A FEE      GIVE US A KEY   It is your responsibility to provide the means of entry into your home or office, failure to do so will result in a $50 fee.  Please make arrangements with our office as to the means of entry; whether by providing us with a key, hiding a key, or leaving your door unlocked.

NO ELECTRICITY OR WATER:  In the event that your home is without power or water at the time of your scheduled cleaning and we are unable to perform the cleaning, a $50 fee will apply.

RESCHEDULING & SKIPPED CLEANING:  If the need should arise for rescheduling, we will do all that we can to accommodate your needs.  However, please remember that we may not be able to provide you with the same cleaning team that you are accustomed to.  If you skip a weekly cleaning we then consider the next scheduled cleaning a bi-weekly cleaning (as more build up has accumulated) and you will be charged at a bi-weekly rate.  Therefore, a skipped bi-weekly cleaning will then be charged at a monthly rate, and if you skip a monthly cleaning then you should contact the office about the rate. This changed rate will only apply to the scheduled cleaning after the skipped appointment and then will return to your regular rate.

HAZARDOUS WASTE: Please note The Home Keepers will NOT TOUCH ANY HUMAN OR ANIMAL FECES, URINE, OR BODILY FLUIDS.  NOR ANY RODENT FECES or URINE

PAYMENT:  Since we normally do not bill for services provided, payment is expected at time of cleaning, unless prior arrangements are made.  We accept cash, checks made payable to “The Home Keepers”; MasterCard, Visa or American Express.  Payment is expected at the time of service.  We do require a cc to be held on file in order to book your cleanings.  Any unpaid balances over 30 days will be charged an additional $50.  A fee of $25 will be charged for any returned checks.

HIRING OF THE HOME KEEPERS’ STAFF:   You agree not to hire past or present cleaning team members of The Home Keepers for a period of no less than 6 months from the date that member last worked for The Home Keepers. In the event that you feel you must hire a member of The Home Keepers in spite of this agreement, then a $1,500.00 referral fee is due immediately upon employment of the past/present member.

QUALITY OF CLEANING  The Home Keepers want to give you back time for what matters most and exceed your expectations through personal attention, care, and quality cleaning. Always feel free to let us know how we are doing and if there is any way we can serve you better.  Our customers are extremely important to us and we always want our services to reflect that.

REFERRAL CREDITS Any client of The Home Keepers that refers another client will receive a one time $25.00 referral discount upon completion of the referral’s first cleaning.