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Policies

 

These policies are in place to help us deliver exceptional service to all of our clients on every visit. Please read through them and don’t hesitate to reach out with any questions. 

*By using our services you are accepting and agreeing to the policies listed below. 

 

  • Phone/Office hours - We are available by phone Monday through Friday 9am - 5pm, and by email 24 hours a day 7 days a week at hello@suzieqcleaning.com

  • Cleaning hours - We are available for cleaning Monday - Friday between 9:00am - 5:00pm. However, If you need to reschedule a cleaning, a prompt reschedule can not always be guaranteed as our schedule fills up fast!

  • Holidays - We observe New Year’s Day, Memorial Day, Independence Day, Thanksgiving, and Christmas Day. When December 24th and 31st fall on a weekday (M-F), we will close at 2pm with our last cleaning scheduled no later than 12:30pm. If your service falls on any of these days, we will reach out one week prior for the opportunity to reschedule or skip. 

  • Cleaning Agreement - The client shall receive cleaning services as specified in their estimate. All deep cleans are an hourly rate and recurring cleans are a flat rate. We base our estimates on the time that it typically takes to clean homes of comparable size. Deep clean time estimates are simply estimates and the actual time that the cleaning will take will depend upon the scope of work. If the deep clean requires more time than originally estimated, the client must pay for additional time otherwise cleaning will end after the original scheduled time. The client will always be notified if a particular cleaning will take longer than usual and will be asked to decide whether or not to pay for the additional time. If we are unable to get a hold of the client, cleaning will not continue past the scheduled time unless otherwise agreed upon prior. 

  • Cancelations - Service reliability is extremely important. We will turn down business to not disrupt your regularly scheduled cleaning. We ask that you give us at minimum 48 hours notice if you need to cancel or reschedule your appointment for any reason. Failure to provide adequate notice could result in a 50% cancellation fee. We understand that circumstances arise that require cancellation, but if a client has excessive cancellations, we reserve the right to cancel all future cleanings and place the client on “fill in” status until further notice.

  • Arrival Time & Access To Your Home - We make every effort to arrive at your home in a timely manner. Because of possible cancellations, prior cleans running longer than expected, traffic, etc., we cannot guarantee a specific time. Our professional cleaners are given a 60 minute arrival window for all appointments. Our cleaners require timely access to your home to perform their job. We believe the best way to service you is for you to provide us a house key. Your key is coded with a number, it is never associated with your street address, and is kept in a securely locked key box. 

  • Lock Outs - If we arrive at your home and are unable to gain access: we were not provided with a key, door was not left unlocked, no key was left under the flower pot, aggressive pets were not put away, etc., the card on file will be charged a 50% lockout fee. Our employees rely on their hours, so this lockout fee is necessary to cover their scheduled time.

  • Making Payments - We only accept card payments and credit card information is required to be on file for all clients in order to hold a spot on the calendar. The card on file will be charged after the cleaning is completed.

  • We love pets, however, please make sure that all animals are safe and secure prior to cleaners arrival. Especially escape artists! This is for the safety of your pets and the safety & efficiency of our cleaners. 

  • Inclement Weather - In the event of a hurricane and other poor weather conditions, we may need to skip your clean in order to keep our teams safe. We will promptly let you know and we will do our best to reschedule to the earliest available appointment.

  • Due to insurance policy limitations, we are not permitted to step higher than a 2-step ladder or lift/move heavy furniture. 

  • Due to insurance policy limitations, we will not be held liable if you or any member of the household request or direct our staff clean with your personal cleaning supplies/tools/products. Our training is provided specific to the tools and products that we provide to our cleaners.  

  • Damage or Breakage - We make every effort to take the greatest care while in your home, but we understand that accidents happen. Identical replacement is always attempted but cannot be guaranteed. We request that all valuable, irreplaceable, collectible, or heirloom items (whether monetarily or sentimentality valued) be stored and/or not cleaned by our team. Damaged or broken items must be reported to our office within 48 hours of service. Note: Suzie Q Cleaning is not responsible for damage due to faulty and/or improper installation of any item. All surfaces (e.g., marble, granite, etc.) are assumed sealed and ready to be cleaned without causing harm. 

  • Your satisfaction is our #1 priority - Therefore, we guarantee all of our cleaning services. If you are not satisfied with a cleaning, we will attempt to promptly return and correct the issue. If the issue arises from sources beyond our control, scope of work, or puts our staff at risk, the guarantee will not apply. Any necessary adjustments must be reported to our office within 24 hours of the cleaning date for resolution by one of our cleaning staff members.



 

We cant wait to sweep you off your feet

PRIVACY POLICY & USE OF THIS WEBSITE

Your privacy is very important to us. Our privacy policy was developed to ensure that you understand how we collect your information and how we use it.

At the time of collecting personal information, we will always identify the purposes for which that information is being collected. We collect and use personal information with the sole purpose of fulfilling those tasks specified by us and for other compatible purposes, unless we obtain the consent of the individual or as required by law. 

  • We will only retain personal information as long as necessary for the fulfillment of those purposes.

  • We will collect personal information by lawful and fair means and, where appropriate, with the knowledge or consent of the individual concerned.

  • Personal data should be relevant to the purposes for which it is to be used, and, to the extent necessary for those purposes, should be accurate, complete, and up-to-date.

  • We will protect personal information by reasonable security safeguards against loss or theft, as well as unauthorized access, disclosure, copying, use or modification.

  • We will make readily available to customers information about our policies and practices relating to the management of personal information.

  • We are committed to conducting our business in accordance with these principles in order to ensure that the confidentiality of personal information is protected and maintained.

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