FAQ

How We Do Business

pOLICY

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

Office hours of operations: Monday thru Friday from 7:30 am until 6:30 pm. Any messages left after 6:30 pm will be answered on the next working business day.

Saturday and Sunday we are closed. Any messages left on these days will be answered on the next working business day.

COVID-19: Our customers and employees’ health and safety is our 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 about virus transmission due to the presence of symptoms or positive test results.

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: Payment is due at the time of service. The third time you fail to provide timely payment we will reach out to you to request payment in order to keep your cleaning up to date and not having to suspend services. Tipping is greatly appreciated but not required.

Rate increases: We reserve the right to raise our rates at any time. You will be given advance notice of a price increase.

 

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.

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 so as 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 in order to prevent their safety.

Quality Control: Our quality control system is interactive and dependent upon your feedback and communication to function. We need your input on the overall experience and quality you are receiving so that we may address issues that are important to you. Human nature sometimes prevails if not confronted, and that’s our job. We will correct or address any issue we are made aware of. Our employees take great pride in the work they do and also want to be informed when you are disappointed with a service.

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 love them! But please secure any pet that may be a threat. It’s preferable to keep the fluffies inside a room or a cage so as not to cause any inconveniences. Also we do not clean up after sick pets or pet accidents (example: potty and pee).

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 service. You will receive 15% off one cleaning for every referral you send us that becomes a client. Thank you for your confidence in us!

Some of the services we offer you:

  • Move out/Move in cleanings
  • Post Construction 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.

 

When you give us a review on Google we will honor you with a free oven cleaning.

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!