Policies

 

The following policies are our Residential Cleaning Policies.

 

If you are an Airbnb / STR client, separate policies will be emailed to you for signing and returning prior to service. 

 

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

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

 

• Phone/Office/Cleaning hours - We are available by phone Monday through Friday 9am - 5pm, and by email 8AM - 8PM 7 days a week at hello@suzieqcleaning.com.

• 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 on our Standardized Cleaning Checklists. Any add ons must be communicated through our office prior to our visit. We base our estimates on the time that it typically takes to clean homes of comparable size but of course every home is different and this is simply an estimate. Initial Cleans, One Time Cleans, Move In/Out Cleans, and Recurring Cleans are estimated within a range of time and charged based on the time that the cleaning takes. If any clean requires more time than originally estimated, the client must approve and pay for additional time otherwise cleaning will end after the originally approved time. The client will always be notified if a particular cleaning will take longer than expected and will be asked for approval. If we are unable to get a hold of the client, cleaning will not continue past the scheduled time unless otherwise agreed upon prior. If it is apparent upon arrival that we will require more than an hour of additional time, we may seek to split the cleaning into two separate visits.

• Photos - Suzie Q Cleaning may take photos of work done at your home to be used on our social media or for training and team building purposes. We ensure that we will never take identifiable photos as your privacy is very important to us.  

• Cancelations - Service reliability is extremely important. We will turn down business to not disrupt your 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 will result in a 50% cancellation fee applied to the card on file. We understand that circumstances arise that require cancellation, but if a client has excessive cancellations, we reserve the right to pause future cleanings and place the client on “fill in” status until further notice.

• Reschedules - With adequate notice we will do our best to accommodate reschedules however our schedule does tend to fill up fast and a new spot can not always be guaranteed. For recurring services, reschedules may result in your appointments now falling on alternate weeks and we may be required to find a new day and time for your recurring cleans, depending on the schedule.    

• 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 jams, sinkholes, a family of ducks crossing the road, possible Bigfoot sightings, etc., we cannot guarantee a specific time. Our team is 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 or door access code. Physical keys are coded with an anonymous number system and kept in a securely locked key box inside of our office. 

• Lock Outs - We make every attempt to send reminders of your scheduled cleaning via email and text. If we arrive at your home and are unable to gain access - we were not provided with a key or working door code, door code access battery has died, 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. If the client is on their way or wishes to send someone to unlock the home for us, the time that the cleaner(s) spend waiting for access will be forwarded to the client in addition to the time spent cleaning.

• Adequate Working Conditions - In order to properly clean your home there must be running water, working electricity, working toilets and working AC. If we arrive and these conditions are not present we will be unable to clean. There will be a 50% charge applied to the card on file and we will reach out to reschedule. 

• Services That We Do Not Provide - Outside of trace amounts of human urine/feces in typical bathroom cleaning, we are not equipped for any form of biohazard cleaning. We do not offer post hoarding cleaning, post infestation cleaning, bulk trash / furniture removal, hard scrubbing / deep cleaning of floors, cleaning / shampooing of carpet or upholstery. 

• 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. Suzie Q Cleaning will not be held responsible or liable for the safety of your pets. 

• 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 team safe. We will monitor situations closely and promptly let you know of any changes 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, and our happiness guarantee will not apply, if you or any member of the household requests or directs our staff to clean with your personal cleaning supplies/tools/products. Our training is provided specific to the tools and products that we provide to our team.  

• Damage or Breakage - We make every effort to take the greatest care while in your home. In the rare and unlikely event that an accident does occur, 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 away and/or not cleaned by our team. Damaged or broken items must be reported to our office within 24 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. 

• 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.

• Your happiness 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