Access – We must assess a 50% fee when you fail to leave access to your home the day of service. There are no exceptions after the first incident
Cancellation – We will assess a 50% fee if you cancel less with less than 48 business hours notice. Business hours are Monday – Friday 8 a.m. – 4 p.m.
Illness – It happens, although we highly appreciate advance notice if someone is home sick (and contagious) while we are cleaning. We may elect to wear a face mask or even reschedule, if necessary.
Weather – When inclement weather strikes, we will inform you of any delay or rescheduling as early as possible, as our safety is priority
Payment – is due at the time of service. The third time you fail to provide timely payment, we will request a credit card number to be held for back-up payment
Fees– Pricing is determined at the time of the estimate and set at a flat fee. The fee is also based upon the frequency of the cleans. For instance, if your fee every other week is $140 and you skip a week, you will be charged an additional $20 at the time of the next scheduled clean. Should you skip multiple weeks, we will re-assess that day and determine what a reasonable increase would be.
Price Increase – We reserve the right to raise our rates at anytime. You will be given advance notice of a price increase
Preparation– Don’t “clean” before we arrive, however do pick-up as much as possible. This will allow us to focus more on detail and quality for you
Expectations – We strive for consistency and attention to detail, not perfection because it’s unrealistic. For example, your faucet area has been subject to years of hard water and has turned the metal green. We cannot reverse chemical reactions. The same is true for mold that has built up behind your bathroom caulking. We are more than happy however to refer you to a service professional who has this niche focus
QA– Our quality assurance 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. Usually changing services will not eliminate a problem since we are all in the “human” business. We take great pride in our work and will address and/or correct any issue we are made aware of. This is extremely important to your technician and Loveleaf Cleaning
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 technician can work without interruptions
Pets – We LOVE them! But please secure any pets that may show even the slightest aggression. Please also note that we do not clean up after any animal “accidents.”
Breakage – It’s bound to happen and we feel awful when it does. The following is critical communication regarding our breakage policies:
- Sometimes breakage occurs when there are “booby” traps.” Those are accidents waiting to happen such as pictures not hung securely, top heavy items with unstable bases, wobbly, tippy objects, or slippery object such as olive oil bottles with loose caps. We cannot take responsibility for these. Please remove unstable, breakables to a place we do not clean (we do not clean inside curios, china cabinets, or clear wet bar shelves)
- We will pay up to $100 per breakage when it is verifiable. Please move expensive figurines or glassware to a location we are not cleaning, or have us skip that area entirely if you do not want to accept that 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 with 48 hours of discovery.
Solicitation – We value our employees and pour an enormous amount of time, energy and expense into our screening, hiring, and training process. In this regard, solicitation of a Loveleaf Cleaning employee for private hire will result in permanent termination, forfeiture of any unused gift certificates, and a $2500 fee.
Our policies are designed to help minimize risk and abuse and are not intended to avoid responsibility.
Loveleaf Cleaning will never require any contracts with customers, but we will require you to read and acknowledge the above Customer Guidelines in an email back to us.
Please do not hesitate to reach out out to me directly if you would like further clarification on any of our policies. Caring for your home is a personal and emotional task. We do it everyday with as much heart 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!
Alisa B. Schaeffer