POLICIES & TERMS
It's our pleasure to serve you in ways that make your life easier, and we hope that your experience with us will be a pleasant one. We encourage you to let us know whenever you feel our service is even slightly below your expectations. Your honest feedback enables us to continually improve our service.
If you're not 100% satisfied with any cleaning, just call us within 24 hours, and we’ll return to your location at no charge to make things right. If it’s something that you feel does not require our immediate attention, we’ll be certain to take care of it at the time of the next cleaning.
Payments / Charges:
We require that a valid credit card be on file before confirming your initial cleaning appointment.
Please notify us of any changes at least 48 hours in advance of your scheduled initial cleaning date/time. A fee of 25% of your estimated initial cleaning cost will be charged to your credit card for cancellation with less than 48 hours notice.
For residential customers, payment must be made at the time of each cleaning. As a convenience, we can arrange automatic recurring charges to your credit card for regular cleanings, or we can accept credit card payments for periodic individual cleanings whenever you choose. We are able to invoice commercial customers upon credit approval.
There is a $25.00 charge for checks returned unpaid by your bank.
A printed copy of our rate sheet will be provided to you at the time of your initial onsite estimate.
Lateness / Missed Appointments:
Although we really do our best to arrive on time, sometimes things don't go as planned. Occasionally we might be running a bit late because of an unexpected situation at an earlier cleaning. But more often than not, if we're late, it's because there's a problem with the subway. When that happens, there's almost never any way to contact you . . . we're stuck on a train in a tunnel somewhere!
So, we are not able to commit to an arrival time of, say 9:00 am sharp or 1:00 pm sharp. Instead, we promise that we will arrive within +/-20 minutes of our scheduled appointment.
If we fail to give you at least 24 hours advance notice of a significant schedule change or cancellation, then we will issue a credit for one full hour of cleaning.
We realize that your time is valuable too!
Lock-Outs / Forgotten Appointments:
If you fail to give us notice of a cancellation at least 36 hours in advance of your scheduled regular cleaning time, a cancellation fee would apply:
$35.00 cancellation fee (1.0 hour for your cleaner)
+ $ 9.50 admin. fee
+ $ 5.50 round-trip subway fare
$50.00 Total Cancellation Fee*
*This fee is necessary because we must pay your cleaner for their wait/travel time plus round-trip subway fare.
For last minute cancellations with less than 24 hours advance notice, your credit card will be charged the full amount of the missed cleaning.
If we're locked out or you forgot to cancel your appointment, our staff have instructions to wait for exactly 1/2 hour at your location. They also know to get in touch with their supervisor, just in case you contacted us with special last minute instructions or informed us that you would be late. If you did forget your appointment, it's best to call us right away, so we can advise your cleaner of the situation.
We will gladly do laundry if the machines are within your home or building.
This service is performed as a courtesy and provides added value for our customers.
You must provide a prepaid laundry card or an ample supply of quarters.
Laundry Limits - dried & folded:
3.0 to 4.0 hours of cleaning —1 load
5.0+ hours of cleaning — 2 loads
We must limit the number of loads to make certain that we have sufficient time to completely dry your clothes. If the dryer is inside your apartment, we might leave the last load in the dryer as we are leaving.
Please let us know if you have any special preferences.
Laundry service beyond these limits will require that additional time be added to your cleaning.
We do not offer ironing service.