top of page

Updated Policy Terms and Conditions (2024)

 

*Due to last minute cancellations and limited staff, we’re asking for a 50% deposit to save any new initial cleaning spots. In case of cancellations, we require 24 hours notice to get a refund.

 

Office Hours of Operation: Our team is available to assist you during the following hours:

  • Monday through Friday: 7:30 am to 6:30 pm

  • Saturday: 9:00 am to 4:00 pm

  • Sunday: Closed

If you contact us outside of these hours, rest assured that we will respond promptly on the next working business day. Your inquiries and messages are important to us, and we're dedicated to providing you with the support you need within our operational hours. Thank you for choosing our services!

Safety Precautions: To ensure the safety of our cleaning teams and customers, we kindly request that customers who possess weapons securely store them in designated safe areas during cleaning appointments. This practice is vital to prevent potential accidents and misunderstandings, as our cleaning teams are not trained to handle weapons. By adhering to this policy, we prioritize the well-being of all parties involved and minimize liability concerns. We appreciate your cooperation in creating a secure environment for everyone.

 

Health and Safety Measures: The well-being and safety of both our customers and employees remain our topmost priority. We are committed to implementing proactive measures to minimize the potential transmission of any illnesses. If you or any household member are experiencing symptoms of a contagious illness, such as a common cold or flu, we kindly request that you take precautionary steps during our service visits.

Precautionary Steps: If you or someone in your household is unwell and exhibiting symptoms of a transmissible ailment, we encourage the use of a mask while our cleaning team is present in your home. This step helps safeguard the health of everyone involved and reduces the possibility of spreading germs.

 

To facilitate a safe and healthy environment for all, we appreciate it if you could inform us in advance of any health-related concerns that might affect our service appointment.

 

Holidays we will not be working: Memorial Day, 4th of July, Labor Day, Thanksgiving Day, and the Friday after, Christmas day, and January 1st.

If your cleaning falls on those days, please expect it to be skipped and if you would like cleaning that week, please let us know two weeks prior so we can attempt to accommodate you.

 

Access to your home: We must assess 100% fee when you fail to leave access to your home on the day of service. We will always do our best to accommodate our clients using our abilities and if possible, rearrange the schedule making it feasible to access your home.

 

Cancellation policy: We will assess a 50% fee if you cancel with less than 24 “business hours” notice. Same day cancellation will result in 100% charge of your total cleaning.

The estimated time of arrival: Delays can happen, and we will always communicate with you in advance. Unexpected events (example: traffic, road accidents, flat tire, etc.) that are out of our control can cause some delays and will not result in last minute cancellations. We’ll always support the appointment made and will try our best to better accommodate our clients’ needs on the day, but we also expect cooperation and understanding from you.

 

Payment: We offer flexible payment options to make your experience seamless and convenient. Here are the updated terms:

  • Payment is required at the time of service. We now offer the convenience of autopay by credit card (CC), ensuring a hassle-free experience for you.

  • To ensure the smooth continuity of our services, please be aware that a $10 fee will be incurred for any payment that becomes past due after 5 days from the service date. An additional $1 will be added for each subsequent day past the initial 5 days. 

  • Please note that a $35 fee will be applied for any returned checks.

  • In the case of an open invoice remaining unpaid for 45 days without any communication or arrangement for payment, the outstanding balance will be referred to collections. Please understand that in this scenario, customers will be responsible for all costs associated with the collection process.

 

We value your business and are committed to providing exceptional service. Your timely payments help us maintain the quality and reliability of our offerings.

 

Payment Processing Fee Policy: We offer various payment methods to ensure your convenience and flexibility.

  • Credit Card: For payments made through credit cards, a fee of 2.99% of the transaction amount will be applied.

  • Zelle: Payments made via Zelle to the email address zellechase.financial@gmail.com will not incur any transaction fee.

  • Venmo: Transaction fees on Venmo for receiving payments tagged by the sender as a goods and services purchase was changed to 2.99% per transaction*. Due to this increase, we have decided to merge all payments (Venmo, credit cards, debit cards and apple pay) into Quickbooks online. Our Venmo account was deactivated on July 1st in order to avoid any confusions and all payment requests will be made from Quickbooks. *Starting July 1, 2024

  • Check or Cash: Payments made by check or cash will not be subject to any transaction fees.

 

Rate Adjustments: We believe in transparent communication regarding any adjustments to our pricing structure. While we strive to maintain competitive rates, circumstances may necessitate changes to our pricing. Please be assured that any adjustments to our rates will be communicated to you well in advance. We reserve the right to increase our prices yearly in line with industry standards and economic factors.

 

Getting ready for the cleaning: Don’t clean before we arrive but do “pick up” as much as possible. This will allow us to focus more on detail and quality for you.

Please note our Teams are not allowed to organize or move out of place personal items to avoid any inconvenience. Reminder of the items that are not included in our cleaning: Washing dishes or putting dishes away; Laundry; Folding laundry; Garage cleaning.


The Team’s Safety: Our girls are skilled and trained. We kindly ask our clients to avoid using the stove top while or right before the team comes to clean to avoid burns and hot surfaces potential accidents. Please keep needles, syringes, and other sharp materials in puncture-proof containers or out of the way.

We provide a two-step ladder for the team, and they are not allowed to use any other ladder to prevent their safety.


Quality Assurance: Our commitment to maintaining exceptional service relies on your valuable feedback and open communication. We greatly value your insights into the quality of our services, as they play a crucial role in our continuous improvement. If ever your experience does not meet your expectations, we are here to swiftly address it.
 

If you find yourself dissatisfied with the cleanliness following a service, we encourage you to report it to us within 24 hours of the cleaning. Our dedicated team will promptly return to your location to rectify any concerns, ensuring that your needs are met to your satisfaction. Rest assured, there will be no additional charges for this re-cleaning process.

*Please note that due to the 24-hour policy for cleaning corrections, we do not offer discounts on cleaning services.


Your contentment is our top priority, and we are dedicated to making your experience with us a positive one. 

 

The setting: The ideal cleaning situation is when no one is home. Since this is not always possible, please eliminate as many distractions as possible so our Team can work uninterrupted. Try to schedule your cleaning day when there will be fewer people at home. Please secure pets and keep children in another area as we are working with equipment and products that may not be safe for children.

Pets: We're pet-friendly and understand the importance of your furry companions in your home. However, for the safety and comfort of both our team and your pets, we kindly request your cooperation with the following guidelines:

  • To ensure a smooth and uninterrupted cleaning experience, please secure any pets that might pose a threat to our team while they are in your home.

  • It's preferable to keep pets that may be sensitive to new people or activities inside a crate or confined space during our cleaning visit. This helps prevent any potential inconveniences or stress for both the pets and our staff.

  • Kindly note that we do not provide cleaning services for pet-related accidents, such as potty or urine cleanup. We appreciate your understanding in this matter.

We value the harmony between your pets and our cleaning procedures and strive to create a safe and comfortable environment for all. 

Breakage: It’s bound to happen. We hate it when it does, and we do our best to prevent it! The following is critical communication regarding our breakage policies:

   • Sometimes breakage occurs when there are “booby traps”. Those are accidents waiting to happen (pictures not hung securely, 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).

   • Please move expensive figurines or glassware to a location we do not clean or have us skip that area completely if you do not wish to accept the risk.

   • 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.

Referrals: Receive bonuses and discounts when you refer us! We love referrals and appreciate it when you tell friends and neighbors about our services. You will receive 15% off one regular maintenance cleaning for every referral you send us that becomes a recurring client.

Some of the services we offer you:

  • Move out/Move in cleanings
  • Post Remodeling cleaning
  • Deep cleaning/Spring cleaning
  • Interior Fridge and/or Oven cleaning

  • Commercial cleaning

Please follow us on social media to keep up with many promotions throughout the year.

As the owner of Annie Cleaning Services, I take responsibility for my employees and their actions. Our policies are designed to help minimize risks and abuse and are not intended to avoid responsibility. I will personally review any unresolved incident to ensure the fairest resolution possible. You are our valued customer, and we wish to resolve each incident to your satisfaction.

Please do not hesitate to give me a call if you need further clarification on any of our policies. “Touching” people's homes is a personal and emotional task. We do it every day 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!

FAQ

How We Do Business

  • COVID-19
    Our customers and employees’ health and safety is the highest priority during this time. We are taking all preventive measures to limit the spread. We expect our customers to let us know in advance of an appointment if there are any concerns or positive results.
  • Why should I trust Annie Cleaning Services?
    We’re proud to offer professional housecleaning services and employ residential housekeepers who pride themselves on top-quality services. After undergoing an extensive background check, each member of our team is thoroughly trained on every step of our detailed cleaning plans.
  • Getting ready for the cleaning
    Don’t clean before we arrive, but do “pick up” as much as possible. This will allow us to focus more on detail and quality for you. Please note our Teams are not allowed to organize or move out of place personal items in order to avoid any inconvenience. Reminder of the items that are not included in our cleaning: Washing dishes or putting dishes away; Laundry; Folding laundry; Garage cleaning.
  • What is your plan cancellation policy?
    We will assess a 50% fee if you cancel with less than 24 “business hours” notice. Same day cancellation will result in 100% charge of your total cleaning.
bottom of page