What you need to know.
In order for our company to operate smoothly and harmoniously with the office, scheduling,
payments, technicians, and client expectations, it is essential to establish rules and limitations.
Our objective is to deliver efficient, top-quality, pre-scheduled services with a high retention rate
among our technicians, while maintaining a professional approach throughout. These goals can
only be achieved through the implementation of our terms of service. We do not believe in
binding contracts that impose uncomfortable schedules or commitments. Instead, we have
developed a terms of service document that serves as a written understanding of expectations
between both parties during the provision of our services.
Please note that these terms are intended to inform you and prevent any potential frustrations.
Remember, expectations play a crucial role in our business.
📆 How do I get on your schedule?
To reserve your spot on the schedule, it is mandatory for all jobs to provide a non-refundable
deposit of 50%. Additionally, we require a card on file to process future visits and remaining
balances.
For each appointment, you will receive both an email and text reminder, sent 3 days. Please
review our Cancellation Policy for guidelines on rescheduling or canceling your visit.
📆 What if I need to skip?
We understand that unforeseen circumstances can arise, such as illness in the family, power
outages, or other uncontrollable situations, which may require you to skip your scheduled
service. In such cases, we are accommodating and will make a price adjustment for your next
cleaning.
Please note the following adjustments based on your cleaning frequency:
- For weekly services, your next visit will have an increased cost of $10
- For bi-weekly services, your next visit will have an increased cost of $15
- For monthly services, your next visit will have an increased cost of $20.
We value our customers and aim to provide flexibility during unexpected situations while
ensuring the quality of our service.
♻️ Refund and Reclean Policy
Our company follows a 24-hour turnaround policy, which means that if any areas are not cleaned
to your satisfaction on the day of service, it is your responsibility to notify our office within 24
hours of your appointment. In such cases, we will gladly return to re-clean the specific areas at
no additional cost to you.
Please note that we do not provide refunds for our services. Payments are due upon completion
of the job.
We strive to ensure your complete satisfaction and appreciate your prompt communication if
any issues arise. Our team is committed to addressing any concerns and delivering the quality
service you expect.
♻️ Change of Service/Work Order Policy
During the consultation prior to initiating our services, we ensure that all details regarding your
routine visits are discussed, ensuring clear expectations. However, we understand that life can
bring unexpected changes that may require adjustments. For example, you may be painting
certain rooms, fixing plumbing issues, or having out-of-town guests. If any changes need to be
made to your routine cleaning visits, please promptly notify our office.
To accommodate changes effectively, we kindly request that you inform us of any adjustments
within 2 hours of your scheduled visit. This allows us sufficient time to update the work order
and notify the assigned cleaning technician accordingly. Please be aware that if changes are not
communicated within this timeframe, we may not be able to accommodate them.
We value open communication and strive to provide flexibility to meet your evolving needs. By
notifying us in a timely manner, we can ensure the necessary adjustments are made to deliver a
seamless cleaning experience.
💰How Do You Price Your Services?
Our services are priced at a flat-rate for each job, ensuring consistency and stability for your
budget. Our aim is to provide you with a predictable and reliable pricing structure, eliminating
any chaos or uncertainty.
It’s important to note that our pricing is not based on the amount of time spent on the job. We
are not here to abruptly leave when a specified time limit is reached. Instead, our commitment is
to fulfill the agreed-upon tasks outlined in the estimate we have provided.
If you ever have any additional requests beyond your routine service, please contact our office.
We will be more than happy to accommodate your needs and make the necessary adjustments
to the schedule, job instructions, and final invoice accordingly. We value clear communication to
ensure that our services meet your expectations and requirements
💰How do I tip my cleaner?
While tipping is not mandatory, it is always highly appreciated by our staff. A standard tipping
range is between 10% to 20% of the total cost of the service. It is entirely at your discretion to
decide whether or not to tip.
We value the hard work and dedication of our staff members, and any gratuity you choose to
provide is received with sincere gratitude.
❓ Do I Need To Be Home?
You have the flexibility to decide whether or not you want to be present for our services. It is
entirely dependent on your comfort level. We want you to feel at ease and confident in our
services, knowing that our technicians undergo thorough background checks and vetting before
entering your home.
We recognize that many of our clients work from home, and we are more than willing to
accommodate your schedule.
We employ a team of two model.Please note that for first-time cleans or deep cleaning
appointments, we will assign two or more cleaning technicians based on our scheduling
arrangements. This allows us to provide the necessary manpower and attention to detail for
these initial or intensive cleaning tasks.
Our goal is to provide you with effective and reliable cleaning services, tailored to the specific
requirements of your home.
❓ Will I Have The Same Cleaner?
We prioritize route optimization to maximize fuel efficiency for our technicians. However, there
may be occasions where we need to assign a different technician to your scheduled cleaning due
to scheduling conflicts or the unavailability of your regular technician due to reasons such as
illness.
We also implement a rotation system for our technicians’ schedules to maintain a fresh and
positive work environment.
At Simplify Cleaning Services, we reserve the right to make last-minute changes to the assigned
cleaning technician if necessary. This ensures that your home is not skipped or rescheduled due
to unforeseen circumstances, such as staff illness or no longer working with us.
Please be assured that all our technicians receive the same training, ensuring that they are
equipped to provide you with a consistent cleaning experience, regardless of the technician
assigned to your home. We strive to maintain the highest standards of service quality and ensure
your satisfaction remains our top priority.
❓Do I Have To Provide Any Supplies?
Simplify Cleaning Services will provide all the necessary non-toxic cleaning products to maintain
your home. However, in cases where there is heavy or light mold buildup in showers, we may
seek your permission to use a stronger cleaning agent that may contain toxins.
❌ What do you NOT clean?
Please note the following services that Simplify Cleaning Services does not provide:
- We do not handle dishes or laundry.
- We do not clean mini blinds.
- We do not clean biohazardous materials or human/pet fecal matter.
- We do not clean electronics, such as TV screens, keyboards, smart home devices, etc.
- We do not handle hoarding situations.
- We do not wash walls.
- We do not clean windows unless specifically requested.
We want to ensure transparency regarding the limitations of our services. If you require
assistance with any of the above tasks, we recommend seeking specialized services that cater to
those specific needs.
🚫Cancelation Policy
Our cancellation policy is as follows:
- Appointments canceled 48 hours prior to the scheduled day and time will not incur any
charges. - Appointments canceled within 48 hours of the scheduled time will be considered a “Last
Minute Cancellation” and will be subject to a charge of 30% of the total cost of services.
This is to compensate our staff for the loss of time and work, as it creates a gap in our
schedule.
Please note that if a cancellation is due to illness, it will be exempt from charges, and the fee will
be waived.
In the unlikely event that Simplify Cleaning Services, needs to cancel the cleaning, we will
promptly provide the client with 1-2 alternative dates and times as soon as possible. We strive to
accommodate your needs and ensure minimal disruption to your scheduled cleaning
appointment.
🚫 Repeated Cancellation Policy:
Clients who exceed 4 cancellations within a 60-day period will be notified of the situation. As a
result, their cleaning frequency will be automatically adjusted to monthly visits, and they will be
billed at the monthly quoted price. This measure is implemented to ensure a consistent level of
service and accommodate the scheduling needs of all clients effectively.
🚫 Sickness/Covid Policy:
Any cancellations due to illness or COVID exposure will be exempt from charges, and the fee will
be waived. We understand that unexpected circumstances can arise, particularly in situations
related to health and safety. Therefore, we will accommodate these cancellations without any
financial penalty. Our priority is to ensure the well-being of both our clients and our staff during
these challenging times.
🐕 Pet Policy
At Simplify Cleaning Services, we have a great fondness for all furry companions, and you are
welcome to leave your people-friendly pets in the house during the cleaning process. However,
we kindly request that you consider your pet’s well-being if you anticipate that they may
experience anxiety or discomfort due to the cleaning activities, such as loud noises or new
smells.
To ensure your pet’s comfort and ease, we recommend making necessary arrangements to
create a soothing environment for them during the cleaning session. This may involve keeping
them in a separate room, providing familiar toys or bedding, or making use of other techniques
that have proven effective in helping them feel at ease.
We understand the importance of a peaceful and stress-free experience for both you and your
pets, and we appreciate your cooperation in ensuring their well-being during our cleaning visits.
🐜 Insect/Rodent Policy
We request that our clients maintain regular monitoring of their homes for bugs and pests. In
the event that a visible infestation is present, we reserve the right to refuse service and may
recommend the involvement of professional pest control services. Should this situation arise,
Simplify Cleaning Services will consider it a cancellation, and our standard cancellation policy will
apply. This includes a 50% charge of the services scheduled to compensate our staff for the loss
of time and work, as it creates a gap in our schedule. We appreciate your understanding as we
strive to maintain a clean and healthy environment for both our staff and clients.
♻️ Trash Policy
As part of our process, we will gather all trash and place it in a large bag. However, we do not
transport the trash in our vehicles. Instead, we will either store the bag in an “animal safe” area,
such as inside the garage, or if available and accessible, we will place it in the designated trash
can near the home.
This approach ensures that the trash is properly contained and handled in a manner that aligns
with our cleaning procedures.
💲Rate Increase
At Simplify Cleaning Services, we understand the importance of transparent communication with
our clients regarding pricing. While we strive to maintain consistent pricing, we reserve the right
to adjust the client’s price if necessary. However, we assure you that any rate increases will
always be communicated to the client well in advance, providing ample notice. Our commitment
is to keep our clients informed and ensure a clear understanding of any changes in pricing.
🔑 Entrance/Lock Out Policy
In order to provide our services efficiently, we require access to the client’s property at the
scheduled appointment day and time. It is essential that information regarding entrance to the
property, such as door codes, keys, garage codes, etc., be provided to us before the service on
that day.
In the event that we are unable to access the property due to being locked out, we will
immediately contact the client to seek an alternative entrance solution. If entrance cannot be
provided on the same day, a Lock Out Fee of 50% of the cost of services will be charged to the
client’s card on file. This fee is to compensate our staff for the loss of time and work, as it creates
a gap in our schedule.
We appreciate your cooperation in ensuring smooth access to the property, which enables us to
provide our services as scheduled.
📸 Photo policy
At Simplify Cleaning Services, we do capture non-personal before and after photos for specific
situations. These include first-time cleans, vacant properties, and instances where accidents
occur. The purpose of these photos is to maintain the integrity of our work and provide a visual
reference of the condition of the property before and after our cleaning services.
Please note that these photos are securely stored within your job file and are used solely for
reference and quality assurance purposes. We prioritize the privacy and confidentiality of our
clients and ensure that all photos are handled in accordance with applicable privacy regulations.
🏠 Make Ready/Vacant Property Policy
For make-ready and vacant property cleanings, it is essential that all utilities are turned on to
ensure proper and safe cleaning procedures.
In order for us to proceed with the cleaning, the property must be completely vacant. We
request that entrance and exit details be discussed prior to the scheduled cleaning date to
ensure a smooth process.
Moreover, Simplify Cleaning will only engage in communication with the client who is directly
responsible for paying for the services. We will not provide cleaning services for a property that
is under a different name than the paying client’s name. In cases where there is an ownership
overlap, we reserve the right to terminate services, and the 50% non-refundable deposit will be
retained by Simplify Cleaning Services. This compensates our staff for the loss of time and work,
as it creates a gap in our schedule.
We appreciate your understanding and adherence to these policies as we strive to provide
efficient and effective cleaning services.
💳 Payment Processing Policy
In order to commence services, it is a requirement for all clients to have a Credit/Debit card on
file. This ensures a seamless payment process unless otherwise discussed beforehand.
Payments are processed on the day of service, utilizing the card on file.
Clients are responsible for ensuring that their Credit/Debit card information is up to date so that
payments can be automatically processed after the completion of services. This helps maintain a
convenient and efficient payment workflow.
We appreciate your cooperation in keeping your payment information current to facilitate
smooth transactions and provide uninterrupted service.
🎄Holiday Schedules
Please note that we are closed for all services on major holidays, including Thanksgiving,
Christmas Day, and New Year’s Day. During these holidays, our operations will be temporarily
suspended to allow our staff to spend time with their families and celebrate the festivities. We
appreciate your understanding and encourage you to plan your cleaning appointments
accordingly. We will resume our regular services on the next business day following the holiday.
💥Breakage/Damage Policy
We understand that accidents can occur, and we want to assure you that we are covered by
insurance. However, it is important to note that every incident is unique and will be carefully
investigated at the time it occurs.
If there are items in your home that hold sentimental value or are extra fragile, we will take
special precautions to avoid cleaning or moving them. During the consultation, we will discuss
these items in advance, and a note will be added to the job instructions specifying that these
items should not be cleaned or moved.
Our goal is to provide a safe and professional cleaning service while respecting the importance of
your belongings. We prioritize open communication and attention to detail to ensure that your
home is treated with the utmost care and consideration.
🚫Right to terminate/refuse services
Both the client and Simplify Cleaning have the freedom to terminate services at any time.
Simplify Cleaning Services reserves the right to end services if it is determined that the client and
Simplify Cleaning Services are no longer a good fit due to the following situations:
1. The home has become an unsanitary situation.
2. The client has placed expectations that cannot be met within our company.
3. The client is seeking services that Simplify Cleaning is unable to provide.
4. The cleaning technician feels unsafe on the property.
5. The client continuously cancels appointments, resulting in inconsistency in scheduling.
6. Drugs or other illegal substances are found on the property.
7. The client attempts to poach our staff by offering them private cleaning services.
8. We do not tolerate any form of prejudice, jokes against our integrity, rudeness or
humiliation.
In such cases, terminating services ensures the best interests and well-being of both parties
involved.
❓Feedbacks & Reviews
Our system depends on your personal feedback. Let us know the overall experience and quality
you are receiving so we can address any issues that need correcting. Our workers take great
pride in the work they do and also want to be informed when you are disappointed with a
service.
After each cleaning, you receive an message or email asking about our performance. This helps
us control our level of service and satisfy your expectations. We don’t want to disappoint! Your
rating is important to us. Your cleaners earn their paid vacation based on the quality of the
feedback.
❓Unfair Solicitation of Employees
At Simplify Cleaning Services, we have a strict policy against clients attempting to solicit or
“poach” our employees for side jobs or direct hiring. We kindly request that you refrain from
engaging in such practices.
Soliciting our employees creates an unfair and uncomfortable situation for them, and it also
undermines the trust we have built with our team. We invest significant time, effort, and
resources into recruiting, hiring, training, and vetting our employees to ensure that you receive
the best cleaning service possible.
If it comes to our attention that a client has solicited one of our employees for private hire, it will
result in the immediate termination of all future services. We appreciate your understanding and
cooperation in maintaining a professional and respectful working relationship between our
company, our employees, and our valued clients.
As the owner Of Simplify Cleaning Services I take responsibility for my employees and their
actions. Our policies are designed to help minimize risks and abuse and are not intended to avoid
responsibility. I will personally review any unresolved incident to insure the fairest resolution
possible. You are a valued customer and we wish to resolve each incident to your satisfaction.
Please do not hesitate to call the office if you need further clarification on any of our policies.
Coming into people’s homes and caring for their possessions are personal and emotional tasks
and we do it every day with as much care and respect as we can.
If we ever fail to meet your expectations, we hope that you’ll communicate with us and allow us
to make it right which includes coming back to reclean at no charge to you. We never want an
issue to go unresolved.
Sincerely,
