Terms of Service
Understanding of Business/Client Relationship
The Service Policies herein are intended to ensure quality, safety, and consistency in our work. By using the services of Cleaning Hotline, LLC, you hereby understand and agree to the following policies and terms of service.
Cleaning Hotline, LLC is an equal opportunity employer. All housekeepers are recruited, interviewed, screened, and receive an intensive 2-week training before being assigned. We value our employees and spend an enormous amount of time, energy and expense into the hiring and training process. We have an exceptionally low turnover rate which ensures consistency for the customer. This agreement helps safeguard our success in providing only the best staff to our customers. Personnel supplied by Cleaning Hotline, LLC are deemed employees of Cleaning Hotline, LLC and will not for any purpose be considered employees or agents of the customer.
Clients will be assigned the same housekeeper every visit. When a customer’s regular housekeeper is not available or a customer needs to be rescheduled, a substitute housekeeper will be arranged. The customer has the right to reasonably disapprove of any housekeeper provided.
Hours of Operation
Cleaning Hotline, LLC operates from 8 AM to 4 PM Monday-Friday. We, as a company, pride ourselves on our flexibility, however, it is often difficult to commit to exact arrival times. We guarantee to arrive within a one-hour window of the client’s scheduled appointment time. Specific arrival times will be considered on a case by case basis if extenuating circumstances exist.
Occasionally your cleaning will fall on a day which we are closed. It is up to the customer to reach out to our office to reschedule. If you do not reschedule, your cleaning will automatically be skipped and will resume on the next scheduled day. Cleaning Hotline, LLC recognizes the following holidays:
*New Year’s Day *Memorial Day
*Independence Day *Labor Day
*Thanksgiving Day and the day after *Christmas Day
We take the security of your home very seriously and work with the homeowner to establish a routine for entering and exiting. Current methods include, but are not limited to:
*Letting us in on the day of service and you are home
*Provide an extra key that we keep
*Providing a lockbox, keypad or garage code
*Leaving a key in a hidden place to be used, returned and/or left in the house
Electric, Water and Temperature
We cannot work effectively in a house without electricity or running water. Please ensure that your home, whether lived in or empty for moving, will have electricity and running water on the day of service. Extreme heat can pose a safety risk, please set your A/C to 68-72 degrees during the summer months. Late fees, cancellation or rescheduling fees may apply if last minute changes occur.
Please don’t “clean” before we arrive, but do “pick-up”; for example, clearing the floors of clothing and toys, clearing surfaces of loose personal items. Please make sure the kitchen sink is clear of dirty dishes (housekeepers will clean light breakfast dishes only). This type of pick up will allow us to focus more on detail and quality for you.
We love them. The last thing we want to do is upset your pets as we clean, and we’ll work with you to make the experience pleasant for all involved. The following are our policies regarding pets:
*Let us know ahead of time if there are any arrangements you have in place for your pets while we clean
*We do not clean up after sick pets or pet accidents
*Please secure any pet that may be overwhelmed by our presence and/or pose a threat. Please secure
any pet that is likely to try to run out the door and escape the house. The obligation for control and
care of all animals on the premises is on the customer. Cleaning Hotline can not be held responsible
for the escape of safety of pets.
We require that any collected trash be left in the garbage bin at the homeowner’s location. We cannot take trash with us.
Special Policies and Service Limitations
We are unable to perform certain services due to safety and insurance purposes. Some of these include:
*No climbing higher than a 2-step ladder
*Disassembling light fixtures, furniture, appliances, etc. to clean
*Lifting or moving fragile items or heavy furniture over 20lbs.
*Removing stains from furniture, floors, carpets, etc.
We are not an extermination or mold/biohazard company and are unable to perform services in residences that show evidence of hazardous situations. If there are signs of the following, we reserve the right to refuse to clean as well as charge our lock-out fee of $50:
*Pest infestation: roaches, bedbugs, fleas, etc.
*Animal infestation: birds, mice, rats, etc.
*Excessive or uncontrolled mold growth
*Human waste, blood, or bodily fluid
*Hoarding and/or other hazardous situations
First Time Service – Prices are by the hour. Based on the size of your home and any add-ons, your booking includes the projected amount of man-hours needed to complete the work outlined in our service guidelines (Man-hour: a unit of one hour’s work by one person). Some important details regarding our pricing:
*Please be as specific and honest as possible on your booking to ensure your cleaning is fit to your
needs. The risk in under-booking is that the cleaning may only be partially completed due to scheduling
*Because we do not always perform a walk-through to verify the size and condition of your home prior
to service, our online pricing reflects assumptions of the level of cleanliness and the amount of time/effort required to complete the job.
*On the day of service, our housekeeper(s) will perform a brief walk-through to take notes of any items
or areas that need special attention. As your job progresses our staff will assess if the allotted time
allows them adequate time to complete the job to a satisfactory level. We will notify you if we cannot
and give you the option to either add more time to the job for an hourly charge of $45 per man-hour,
or have us focus on your top priorities within the allotted time frame.
Recurring Service – Prices are fixed rates for recurring visits. We assume similar levels of organization and build-up during each visit. If there are changes to the amount of work involved , we will contact you and reassess our prices as needed.
Additional Requests – All additional requests, add-ons, or swaps must be added to your appointment through the office to ensure that 1) we can provide the service requested, and 2) our housekeepers are prepared with enough time and the right supplies to perform the job.
Privacy and Confidentiality Policy
We are committed to keeping your information confidential. We do not sell, rent, or lease our customer lists to third parties, and we will not provide your personal information to any third-party individual, government agency, or company at any time unless required by law. We will use your personal and billing information solely to provide the service you have hired. Employees of Cleaning Hotline, LLC are required to sign a confidentiality and privacy agreement upon obtaining employment.
We value our employees and pour an enormous amount of time, energy and expense into our screening, hiring and training process. It is for this reason that our customers and employees must agree to our non-solicitation agreement. This helps to minimize the risk of unfair solicitation that undermines the good experience our clients have come to expect. Please help us maintain our extraordinary success by not soliciting our employees for direct hire. By booking, you are agreeing to the following:
Cleaning Hotline employees are not allowed to engage in a work-relationship with clients of Cleaning Hotline during employment and for one full year after employment termination. Solicitation of a Cleaning Hotline employee for private hire will result in permanent termination of services and forfeiture of any unused gift cards as well as a $1000 fee. This does not preclude us from seeking other solicitation-related damages.
Please make any schedule change 48 business hours before service to avoid incurring a cancellation fee. Cancellations with less than a 48-hour notice will result in a $25 cancellation fee. Cancellations made after the housekeeper has arrived onsite will result in a $50 cancellation fee.
If circumstances prevent your housekeeper from gaining access including, but not limited to, unsecured pets, no key, garage code not provided or an activated alarm system, you will incur a $50 Lock-out fee. Clients will receive appointment reminders via text and email and are aware they may opt out of these reminders at any time. As a company, we understand life happens and that regular clients may need to cancel due to vacations, emergencies, sickness, etc. If a client has a lapse in cleanings of more than 8 weeks (unless previously agreed upon) they will be charged as a first-time cleaning. We must adhere strictly to this policy in order to prevent lost wages for your housekeeper. We appreciate your understanding. Late schedule changes due to unexpected circumstances out of your control will be considered for a waiver and documented.
Cleaning Hotline, LLC or the customer may terminate services at any time with written or verbal communication.
We love referrals and appreciate them so much that you will earn 10% off a single cleaning when you refer a new customer.
Disclaimer of Late Fees on Balances Owed
Clients shall pay Cleaning Hotline, LLC in full upon completion of service. If payment is not left onsite, an invoice will be sent to the email provided. If payment is not made in full within 30 calendar days, a late fee in the amount of 1.5% of the balances owed may be assessed. These fees accrue every 30 days on the balance that is past due.