505 Clean Queens Service Terms

Terms of Service

Welcome to the 505 Clean Queens family - we’re excited to be of service to you! The following terms and conditions apply to the delivery of your cleaning services. By booking with us you are accepting these terms. It is assumed that you have read, understand, and agree to the terms herein.
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Our terms of service have been created to ensure you receive high quality service. Adhering to these terms will allow us to deliver the cleaning that you expect & deserve. Please take a moment to carefully read and initial these terms so that your service is a glowing success!

‍About Our Cleaning Technicians:
‍The crown jewels of 505 Clean Queens are our cleaning technicians. They are committed, trustworthy, and hardworking. We are here to be of service to you and your family. Please treat our Team with respect and kindness - you can expect the same from our team. If for any reason our Team is treated poorly by our clients, we will discontinue service.

‍100% Service Guarantee:
‍Our goal is to provide exceptional service every time. For the first service, a client walk-thru with the team at the completion of service is your opportunity to address any concerns and allow us to touch up things that might have been missed. After the walk-thru and checklist have been signed the service is complete and clients are ineligible for a reclean, discount, or refund. If there is an issue with your service, please contact the office within 24 hours of your cleaning appointment, and we will promptly address your concerns.

Deposit:
‍50% of the cleaning service total (pre-tax) is the deposit required to reserve an initial appointment with 505 Clean Queens. Appointments are not guaranteed until the deposit is paid. The deposit will be applied toward the cost of service. Please reference our policy below for rescheduling your appointment and transferring your deposit.

‍*Deposits are non-refundable/non-transferrable if appointments are cancelled within 48 hours of the cleaning appointment and/or the clean team is locked out and cannot access the property for the service.

Payment for Service:
All payments are made electronically with a debit or credit card, we cannot accept cash or checks. Our cleaning technicians do not handle payments and they are not able to answer any questions related to pricing or billing. Final payment is due on the date of the scheduled service. Returned or declined payments are subject to a $50 fee. If there is an unpaid balance, subsequent cleanings will be rescheduled or canceled.

‍Cancellations & Rescheduling:
‍We understand that life can sometimes throw unexpected challenges our way, and we're here to accommodate your needs as much as possible. However, as a small business, last-minute cancellations and lockouts have a significant impact on our business and our hardworking cleaning technicians. Canceling last minute leaves the technicians without work for the day and this is extremely disruptive. Please phone, text, or email as soon as you know there is a conflict, and we will do our best to reschedule your clean. For cancellations not related to sickness, please notify the office 48 hours (2 business days, weekends are not business days) prior to the appointment to avoid the cancellation charges.

The card on file will be charged for any of the following situations:
- Cancellations within 48 Hours: Any cancellation made within 48 hours of your scheduled appointment will incur a cost of:
    - 100% charge for recurring clients
    - 50% charge for first time cleans
- Sick Policy: If you or your children get sick with a contagious illness (i.e. the flu, a cold, pneumonia, chicken pox, etc.) please call and reschedule your cleaning and you will not be charged for a reschedule. Should the technician arrive at a home where the clients are sick, and the office has not been notified, we will cancel the service and you will be billed for the full cost of service. We will never send a sick employee to your home.
- Lockouts: In the unfortunate event that our technicians arrive at your property and are unable to enter to perform the service (e.g., locked doors, lack of access, loose/dangerous pets, etc), you will be billed for the full cost of the service.
- Utility Shut Off: Should water or electricity be off in the property we will not be able to clean and you will be billed for the full cost of the service.
- Cleaning Hazards & Rodents/Insects Presence: Our business licensing & insurance require that we follow specific processes in order to handle any type of biohazardous waste such as feces, vomit, or blood (humans, animals, pests, rodents etc.) as well as certain types of mold. Only certain technicians are trained for this type of work and they require specialized equipment for the job. If biohazardous waste and/or rodents or insects (active or inactive) are present we will not be able to perform the service and you will be billed for the full cost of service.

‍Alarm Systems, Security, & Keys:
‍505 Clean Queens is fully licensed, bonded, and insured so it is not necessary to be at home while we are cleaning. If you have an alarm, make sure we have the code so we can disarm the alarm when we arrive, and arm it when we leave. If you leave your home unlocked, we are not responsible for anything that occurs before or after our visit. Please message the office prior to the start of the clean with instructions on how to access your home or house key.

‍Gratuity:
‍The work your technicians do is very hard, the job is challenging, so tips for the team are very much appreciated but never expected. If you choose to tip your technician, please label or attach a note so that the tip can be clearly identified as such by the technician. You may also call our office to have it added to your cleaning invoice. Tips will be evenly split between any team members.

‍Pricing Changes:
‍We reserve the right to change estimates and/or update pricing if we see that the condition of the home warrants additional cleaning. First-time cleaning estimates are typically provided over the phone without seeing the home in person. Depending on the condition of the home, additional billable time may be required. 505 Clean Queens will bill up to 2 additional hours to complete the service if required. Any time beyond this will require customer approval.

‍Cleaning Supplies:
‍We are a full service cleaning company. We supply our own products and supplies for the job. We do carry bleach products and use these sparingly. Please provide a toilet brush and any special cleaning products that you might require. If you have special requests or any product sensitivities, please inform the office 48hrs ahead of your scheduled cleaning service.

‍Package Cleaning Services:‍
We book package cleans rather than by the hour. Please refer to the cleaning checklist to see what is included in your scheduled package cleaning. No refunds will be provided if the service is completed faster than planned. Special requests or add-ons oftentimes require price & time adjustments.

‍Hourly Service:
‍In certain cases we can bill by the hour and focus on a prioritized list of items that need cleaned. Most of our cleaning packages are a fixed price but for the hourly model we will bill an hourly rate for the actual time spent in the property; this is tracked through a time-keeping app. We do not guarantee that any specific amount of cleaning will be completed in this time frame, the hourly model is used in non-standard situations where we cannot accurately estimate the time required. We bill for the amount of time onsite that the job requires from our cleaning technicians.

‍Scope of Work:
‍505 Clean Queens technicians are instructed to follow the checklist and detailed work orders for the cleaning service they are conducting. They are not authorized to make adjustments or changes to the service without approval from the office. Likewise, 505 Clean Queens technicians are not authorized to make adjustments to the price of the service. Please contact the office if any adjustments are required.

‍Unless it was listed in your formal quote, 505 Clean Queens Staff DOES NOT:
- Clean or remove blood or any bodily fluids
- Clean pest droppings or any pet/animal waste
- Clean homes with excessive number of animals
- Provide any pet or children-related services, including empty diaper pails or kitty litter
- Provide restoration cleaning from fire/water/crime scene, or hoarding environments
- Move or lift items over 15 lbs
- Clean under, around, or behind heavy furniture which is unreachable by a broom or vacuum
- Clean areas above the reach of our step ladder, except with our extendable duster
- Remove paint splatter
- Hand-scrub floors
- Clean the interior of china cabinets
- Lift or move large, fragile, or heirloom items
- Clean Chandeliers
- Provide fabric/furniture stain removal (unless steam cleaning service has been booked)
- Disassemble light fixtures
- Disassemble seals on shower doors, ovens, or refrigerators
- Disassemble any furniture to clean it
- Disassemble appliances using tools, including refrigerator shelves and drawers

‍Safety:
‍505 Clean Queens reserves the right to refuse service due to unsafe conditions and declare this a “No Notice Cancellation”. Fees mentioned in these terms will apply. In-home temperatures should be comfortable prior to the start of service. This includes but is not limited to extreme heat or extreme cold. Recommended temperature is between 65-75 degrees.

‍Pets/Animals:
‍The client is responsible for securely restraining all animals on the premises before & during the service. The 505 Clean Queens Team is not responsible for pet care at any time during the service. If your pet(s) are at significant risk of escaping please place them in a secure area prior to and during our service. Aggressive animals can  potentially endanger 505 Clean Queens staff and they must be removed from the home prior to our staff arriving onsite and/or kept in a secure location while the Clean Queens staff is working on the job site. In the event of failure to secure such pets, 505 Clean Queens reserves the right to take immediate legal action if injury or harm occurs as a result.

We cherish your beloved pets. Our priority is the safety of our staff and your animals. We will make reasonable efforts to ensure the well-being of your pets during our service. However, any unpredictable behavior exhibited by pets is beyond our control. The client holds full responsibility for informing us of any potential risks posed by their pets before our staff enters the premises. This includes any history of aggression, illness, or other relevant information. If Team Clean Queens encounters unsafe pet behavior while on site the service will be canceled you will be billed for the full cost of service. Securing pets during service is an important part of our team delivering a successful clean.

‍Breakage or Damage:
‍Please help us prevent damage by informing us of anything in the home that is not working properly (shower doors fall off hinges when opened, hot water faucet is reversed with cold, picture frame is broken, lamp shade is not secured well, etc.). Breakage can occur when items are unstable or unsecured, such as items displayed on mantels or shelves that are ‘leaned’ and not secured, pictures not hung securely, pictures hung with ‘Command’ style strips or hooks, top heavy items with unstable bases, wobbly/tippy objects. The client takes responsibility for such items, or items damaged as a result of sliding, tipping or falling. Please let us know if your home contains any of these or similar hazards that may surprise an unsuspecting cleaning technician.

505 Clean Queens will not be liable for items broken or damaged due to wear-and-tear, nor damage caused by fixtures that are not properly secured. Before we come to clean, please move expensive figurines, glassware, and fragile or unstable items to a location that we will not be cleaning, or have us skip this area. We will notify the customer immediately if we damage anything during the service being provided. We reserve the right to repair or replace any or damaged items.

‍Our breakage and damage policies:
- Each incident is carefully reviewed.
- Please save the broken or damaged item for inspection.
- Please report breakage or damage to the office within 24 hours.
- Please email the office a photo of the broken item.
- The cleaning technician will inform you of anything broken or damaged during the clean.

‍Window treatments and blind cleaning:
‍A successful blind cleaning is determined by age, condition and last cleaning service performed on the window treatments in your home. The results of window blind cleaning will vary. Excessive build-up may require a professional blind cleaning service. We do not clean plastic mini blinds. 505 Clean Queens cannot be held responsible for damage to aged or weathered window treatments.

‍Photography:
‍On occasion we ask our cleaning technicians to take non-personal before and after photos or videos for training, educational, and promotional purposes. Please email the office should you want to opt out.

‍Communications Policy:
‍To protect the privacy and safety of our clients and our staff, exchanging phone numbers, email addresses, social media accounts, peer-to-peer payment systems, or any other means of communication is not permitted. All forms of communication are to go through the office directly.‍

Unfair Solicitation Agreement:The client agrees not to solicit, directly or indirectly, nor hire any current or former 505 Clean Queens employee, without the expressed written consent from 505 Clean Queens and compensation of $1,500 to 505 Clean Queens. 505 Clean Queens makes a significant investment in recruiting, certifying, and training only the most qualified cleaning technicians.

During the term of this agreement and for a period of one (1) year following its termination. Following the $1,500 compensation is paid, 505 Clean Queens will no longer be responsible for employing or managing the Cleaning Technician. In the event of a breach of this agreement, the client agrees to pay 505 Clean Queens the aforementioned compensation fee within 14 days of hiring or soliciting a current or former 505 Clean Queens employee. Failure to pay the referral fee within the specified time frame will entitle 505 Clean Queens to seek legal remedies, including but not limited to monetary damages and injunctive relief.