Terms & Policies
We do our best to meet or exceed your expectations. Of you are not satisfied with the job we did, please notify us within 24 hours of service completion, and we will return and touch up. By the same token, if you are quite satisfied, we ask that you share your experience with others by leaving us a review on Google, Facebook, Yelp, or your review site of choice.
The best way to assure that you receive excellent service, is to let us know how you would like us to improve or what you would like to see completed differently. Feel free to call or e-mail us at any time, and we will make sure that your concerns and requests are heard.
PREPARATION FOR YOU APPOINTMENT
We do not require that you prepare for our visit by straightening beforehand. We’re glad to do the picking up for you. If you expect us to be doing much of it, please let us know before your scheduled service. Otherwise, it might reduce the time spent on other tasks and result in additional charges.
Crystal Clean Green Cleaning does not require or offer contracts for residential service. Commercial accounts may vary.
Quotes are offered free of charge and there is no fee for cancelling a quote appointment. We do ask that you provide us with as much notice as possible.
Payment is due in full at, or before, each service appointment. Please leave payment on the kitchen counter or table. If you forget one payment, please contact our office. Late payments may be assessed a 15% service charge. If you require an invoice, please contact our office.
For reoccurring service, an additional fee may be added to the regular cost for cleaning your home (for example, your home may need extra cleaning after such events as; parties, construction work, or as a result of extended intervals between cleanings). Additional costs will be communicated by the office or by the team lead. Additional services may need to be completed during a different time and date.
ESTIMATED ARRIVAL TIME
We require a four to five hour window of arrival. During the scheduling of your service we will provide an estimated window of arrival. Our staff will call you let you know if they are significantly off schedule (more than 30 minutes early or late). While we schedule for travel time, we cannot control traffic conditions, and earlier clients’ appointments may take more or less time than scheduled, or be cancelled.
DURATION OF REGULARLY SCHEDULED APPOINTMENTS
The amount of time spent cleaning may vary somewhat from appointment to appointment. Please contact our office prior to your appointment if you would like to add or remove cleaning tasks, so we can adjust for time and materials accordingly. Additional services might be subject to time, additional costs, availability, scheduling and other resources. For requests that time and resources do not allow, additional visit/scheduling might occur.
ENTRY TO YOUR HOME OR OFFICE
For reoccurring service, we prefer to have a key to your home or office or to be able to obtain a key from you building’s reception desk. We keep keys in our office in a lockbox, and give them out only on your cleaning day. Providing us with a key adds convenience, and helps avoid unintended lockout fees. If you prefer to be present during the cleaning, please remember that we require a four to five hour window of arrival. For all other cleaning services, we will make arrangements for entry with you based upon our arrival window. Please see our key holding option.
We will assign you to a team leader who will come to know your specific needs and preferences. We will substitute when necessary, for illness, vacation, turnover, etc. We may need to substitute during busy Holidays, although we try to avoid this. With all substitutions, we will do our best to send at least one person who already knows your home. Team assistants may change over time as we promote them to team leaders. If we need to change your schedule to a different team leader permanently, we will contact you in advance.
Please do not ask our staff to:
Remove shoes or shoe covers. We are required by federal law to wear slip-resistant shoes/covers at all times.
Use ladders other than one we provide, or to climb up on any furniture. Our staff carries extension poles to reach high areas.
Lift or move heavy items
Clean up human or pet waste, blood or bodily fluids.
Restrain or move an aggressive or barking dog. If your pet is aggressive or uncomfortable with strangers, please restrain him/her before our team arrives. Otherwise we may not be able to provide service, and you will be charged a cancellation fee.
Tipping your cleaner(s) is optional and always welcome. Tips may be given directly to your cleaner(s) or added to your check.
Regularly scheduled clients might consider that any vacations or extended absences leave a gap in your cleaning teams schedule and monetary gifts are common during this time or end of year.
CANCELLATION - RESCHEDULING
Please note that by using our cleaning services you accept the conditions of our cancellation/rescheduling policy.
If you must cancel or reschedule a cleaning appointment, a 48-hour notice is required. We must adhere strictly to this policy. When we reserve time for your cleaning, we turn other business away, and plan resources and wages accordingly. You can cancel an appointment on our website, or contact us via e-mail or phone (M-F 9am to 5pm). There are no penalties for cancellations made with a notice of 48-hours or greater.
We are closed on the weekends, so Monday/Tuesday appointments must be cancelled or rescheduled no later than the Thursday/Friday (respectively) prior to the cleaning.
Failure to cancel/reschedule on time will result in a $70 cancellation fee billed and due prior to next appointment.
Absolutely no exceptions can be made to our cancellation policy.
Should you need to cancel your service completely, we ask for a courtesy of a two week notice. We do not bind our clients with contracts, thus you can cancel your service at any time and we do understand that circumstances do not always allow for notice. The cancellation/rescheduling policy of 48 hours would still be in effect for service termination.
LOCK-OUTS / NO SHOWS
If the cleaning team is unable to start service because of:
being locked-out client fails to show up on time the safety of the team is at risk; if your pet is showing signs of aggressiveness towards them, downed power, unsafe walkways, etc (the risk is determined by team lead).
The appointment will be cancelled, and subject to our cancellation / rescheduling fee.
To avoid lock-outs / no shows, take advantage of our free key-holding option
We realize the busy schedules of our clients. We make every effort to keep our appointments running on time; however, on occasion the cleaning teams, or customers, might experience delays. Our key holding option is a great alternative in eliminating the wait time for our arrival. This options ensures that our cleaning teams will have proper access to your home, without having the need to wait for us. Your key is kept safe and secure in our key safe / lockbox without personal information labelled on them. Keys are only handled by team leads / management and only taken out on the day of your appointment. This option is free to all our clients and keys can be returned at any time.
If interested in our key holding options, you can leave a key on your next appointment, or have it mailed to us at:
Crystal Clean Green Cleaning
4049 Hina Dr
Sarasota, Fl 34241
Please check the key to make sure it is operational and allow 7 business days prior to your scheduled appointment. We strongly recommend to use a padded envelope when mailing keys.
BREAKAGE OR DAMAGE
We train our staff to take extra care with your belongings, however occasional accidents do happen. Our staff is instructed to report breakage or damage immediately to the office and to you, if you’re available. If you believe that something has been damaged or broken by us, we need to hear about it within 24 hours after your appointment. We do not take responsibility for damage not reported within this time frame.
Except for cases of intentional damage, Crystal Clean Green Cleaning’s total liability for property damage is limited to a refund of the amount paid for the cleaning service rendered on the date the damage occurred. Crystal Clean Green Cleaning, at its sole discretion, and without admitting liability, may offer to replace or repair the property, in lieu of a refund. Crystal Clean Green Cleaning will choose the method, manner, and person or persons to perform or supply such repair or replacement.
You are responsible for letting us know if there are valuable or irreplaceable items such as heirlooms, so that we can instruct our staff not to touch them. We cannot take responsibility for cleaning these items or for damage to them if they have not been pointed out to us.
We cannot take responsibility for damage to items that were broken because they were not properly attached or secured (for example, a hanging picture that was improperly attached to the wall), or items that had prior damage of any kind.
We screen our staff carefully upon hiring. Theft by household workers is rare, and usually items believed to be stolen are eventually found in the home. Most people are honest, however we can’t guarantee that theft will never happen, and we want to assure you that we will cooperate in any way we can in the even that you suspect that our staff has taken something from your home. If you suspect a theft has taken place:
Contact us immediately so that we can talk with our staff. They may have seen the item, or the conversation may give us additional useful information. Search your home carefully. If you conclude that the item has been stolen, we urge you to contact the local Police and request and investigation. We are bonded, and our Janitorial Bond will cover stolen items if the person responsible is found and convicted.