Policies
To ensure an enduring and satisfying relationship we have provided a few company policies. Please read prior to your first appointment, as they are effective at that time.
Communication
We encourage open communication to ensure a long lasting relationship. To express a concern, register a complaint, or express appreciation for good service, feel free to call or email the office. We will respond within 24 hours.
Special Requests
Rather than leaving a note the day of your cleaning asking them to do an extra assignment, call the office in advance. This allows us to thoroughly plan and execute cleaning schedules. Keep in mind that you will normally be expected to pay a little extra for work that is not normally included.
Cancelled Appointments
There is a fee of $50 if you fail to cancel your appointment 48 hours prior to scheduled appointment, or cleaners arrive and can’t get into the house. Timely rescheduling gives us the opportunity to book other clients. Adequate scheduling allows us to offer our employees better pay, rewards, and incentives. Happy employees perform better.
Security Issues
Since most clients are not home when house cleaners visit, there must be some way for the team to gain entry. The majority of clients provide a house key — which we will treat with the utmost security. Besides management, only the team supervisor will have access to clients’ keys. Leaving a key under the front doormat, in a mailbox, or some other location is not a safe alternative. Being "locked out" for a scheduled cleaning visit results in a missed-appointment. We pre-screen prospective employees prior to sending them into your home. A background check that discloses impeccable honesty and integrity is critical to the screening process.
Accidents
Accidents can happen, even with the most careful of house cleaners. Most often they occur because the homeowner fails to notify their cleaners about "booby traps" that may be present: the lamp shade that collapses if you merely look at it wrong — the picture that’s hanging by a thread which falls off the wall the minute the dusting person touches it. Be sure to advise us about any such potential perils that may be present in your home. If an incident does happen, please report it promptly and we will file a claim with our insurance company.
Pets
Please leave your pets outside or in a room on your cleaning day. It’s a lot easier to clean the house without the cat chasing the mop.
Payment
Payment is due at the time of service by cash or check. Checks should be made out to East End Green Clean. Checks and cash can be left on kitchen counter in an envelope.
Please Straighten Up
Please note that our cleaners can’t clean efficiently if the house is cluttered. It is expected that clients will “straighten” up before we come so that we can “clean” up.
Refunds
Due to the nature of our service, refunds are not given to customers. If you call within 24 hours to register a complaint, we will come back to resolve the issue
Thanks again, and we look forward to a long lasting relationship.
Communication
We encourage open communication to ensure a long lasting relationship. To express a concern, register a complaint, or express appreciation for good service, feel free to call or email the office. We will respond within 24 hours.
Special Requests
Rather than leaving a note the day of your cleaning asking them to do an extra assignment, call the office in advance. This allows us to thoroughly plan and execute cleaning schedules. Keep in mind that you will normally be expected to pay a little extra for work that is not normally included.
Cancelled Appointments
There is a fee of $50 if you fail to cancel your appointment 48 hours prior to scheduled appointment, or cleaners arrive and can’t get into the house. Timely rescheduling gives us the opportunity to book other clients. Adequate scheduling allows us to offer our employees better pay, rewards, and incentives. Happy employees perform better.
Security Issues
Since most clients are not home when house cleaners visit, there must be some way for the team to gain entry. The majority of clients provide a house key — which we will treat with the utmost security. Besides management, only the team supervisor will have access to clients’ keys. Leaving a key under the front doormat, in a mailbox, or some other location is not a safe alternative. Being "locked out" for a scheduled cleaning visit results in a missed-appointment. We pre-screen prospective employees prior to sending them into your home. A background check that discloses impeccable honesty and integrity is critical to the screening process.
Accidents
Accidents can happen, even with the most careful of house cleaners. Most often they occur because the homeowner fails to notify their cleaners about "booby traps" that may be present: the lamp shade that collapses if you merely look at it wrong — the picture that’s hanging by a thread which falls off the wall the minute the dusting person touches it. Be sure to advise us about any such potential perils that may be present in your home. If an incident does happen, please report it promptly and we will file a claim with our insurance company.
Pets
Please leave your pets outside or in a room on your cleaning day. It’s a lot easier to clean the house without the cat chasing the mop.
Payment
Payment is due at the time of service by cash or check. Checks should be made out to East End Green Clean. Checks and cash can be left on kitchen counter in an envelope.
Please Straighten Up
Please note that our cleaners can’t clean efficiently if the house is cluttered. It is expected that clients will “straighten” up before we come so that we can “clean” up.
Refunds
Due to the nature of our service, refunds are not given to customers. If you call within 24 hours to register a complaint, we will come back to resolve the issue
Thanks again, and we look forward to a long lasting relationship.
