OFFICE: 8:00 am-5:00 pm M-F | ONLINE SERVICE: Open 24 hours
Our policies are to help minimize risks and clarify expectations. Please do not hesitate to contact us at (440)409-7040 or email us if you have any questions about our policies. We appreciate your trust in allowing us to care for your home!
House Cleaning – Terms & Conditions:
The prices are based on the information provided and are subject to change for special considerations or special needs which can vary job by job. First-time cleanings must have Initial Clean at an hourly rate. Tax will be added to the price of the job. The bids clients are given are before tax. Basements are not included in the bid. You must add them to your order as an add-on item. (We don’t clean unfinished basements). This quote expires in 30 days of the day of this quote. Dishes, Laundry, Wall Washing, and Furniture Moving, are not included with the service. You are responsible for all these items.
Right to take before and after pictures:
In efforts to perform the best overall customer satisfaction, ensure that items that are in previous damaged conditions are documented, and to show the client of our overall cleaning performance, the client must allow us to take before and after pictures. TruCleans will never share your information.
Customer Guidelines:
Thank you for choosing TruCleans! Below are the guidelines we ask our clients to abide by. These guidelines have been put in place to provide a safe environment for our employees and set clear expectations with our clients. Please review these guidelines before your first cleaning and let us know if you have any questions!
How to prepare for your cleaning:
We are thrilled to come clean for you and want to be able to leave your house sparkling. In order for us to be able to provide the highest quality cleaning possible, we would just ask for you to do a couple of things to prepare for our arrival. Please put away anything that would inhibit us from cleaning certain areas, such as loose papers, dog toys, children’s toys, clutter, etc. Please make sure all dishes are put away so that we can thoroughly clean your kitchen. In addition, anything of a sensitive nature is put away.
Technology:
TruCleans utilizes technology to its fullest to provide an even smoother customer experience! You will receive an automated reminder email and or a text seven days prior to service as well as a reminder email or text the 24 hours before. You will also receive a follow-up survey after each cleaning via email or text. No cash or checks are accepted and all services will be billed to the card on file. Our cleaning techs clock in and out from our scheduling app on their phones and GPS coordinates are registered at the time of input. This is to make sure they have arrived and left safely.
Initial Cleaning Estimate:
We take many variables into account when we give an initial cleaning estimate but due to it being given over the phone, online quote center, or email our cleaning technicians will let us know if extra time is needed to perform our full scope of service in your home. TruCleans will call you about an hour before your initial clean is scheduled to be completed, and let you know if the home will require extra time due to things like higher dirt level than anticipated, square footage larger than reported, a high number of Knick knacks/trinkets, etc. You will have the option to approve the extra time, or stay within your original estimate, understanding it will be left incomplete. TruCleans will never charge your card for any extra time without consent.
Working in the home:
The cleaning techs need to be able to work without distractions. Every effort is made for the cleaners to work safely, but we cannot assume liability for the safety of others while cleaning your home. This includes children and pets. In the event the cleaners are not able to work without distractions that affect their ability to work at their normal speed, TruCleans reserves the right to charge for their extra time spent in the client’s home. If for any reason a cleaning tech of TruCleans feels that their personal safety is in danger enough to leave the job site due to actions by the client, client’s guests, or animals, the client will be liable for the full cost of the service. If you smoke in your home, we would just ask that you refrain from smoking around the cleaning technicians due to smoke allergies. Thank you so much for your understanding!
Climate control:
The temperature inside of your home should be at a comfortable setting before we arrive. We will not provide services in an environment that isn’t physically comfortable for labor. This includes but is not limited to extreme heat or cold.
BIO-HAZARD:
Our cleaning technicians’ safety and health are of the utmost importance to us, so we ask for you to let us know if there are any potential bio-hazard situations. These can include mold, rodent or bug infestations of any kind, or human or pet urination or feces. If a bio-hazard situation is evident, our technicians will not be able to service your home and you will be charged the full rate of cleaning. Follow-up service cannot be performed until documentation is presented showing the situation has been resolved.
Safety:
Our number one concern is for the safety of our clients and our cleaning technicians. We must follow OSHA rules for the safety of our cleaners. Our cleaning technicians are not allowed to climb past the second step of a step stool. Our cleaners are not allowed to clean floors on their hands and knees (exceptions would be bathrooms floors) Any heavy or large furniture must be moved away from the walls in order to clean behind them. Our cleaning techs will not move furniture, in order to prevent damage and remain safe. Also, for safety reason we can’t not make top bunk beds.
Cleaning supplies and equipment:
TruCleans provides all cleaning products and all equipment. It is required that your home has running water and working electrical outlets. We reserve the right to charge you 50% of the quoted amount if we are not provided with running water and or electricity. We will not be able to provide service without running water and electricity. If you would like are cleaning technicians to use your products and or equipment please call the office at (440) 409-7040. You must sign a waiver as our staff is not trained in using other supplies and equipment. We are not responsible for ANY damage caused by cleaning products or equipment provided by the customer. We also cannot honor our guarantee if we use the client’s cleaning products or equipment.
Time of service:
It is very difficult to commit to an exact arrival time (apart from first thing in the morning) because of our ever-changing schedule and the fact that we don’t finish cleaning each home at an exact time. We service homes between the hours of 8:30 AM and 4:30 PM and will strive to be at your home within a 2-hour window of the estimated time given to you. If for reasons out of our control we can’t make it in the arrival window, we will contact you.
Entry to your home:
We offer 2 entry options to choose from:
1. The client may opt to be home to allow access to their home the day of the service. Please prepare for your cleaner to arrive. If no one is home or our cleaners are turned away for any reason you will be charged $199.00 same day cancellation fee or the cost of the cleaning whichever is lesser for that day.
2. The client provides a garage door opener, key, or code to gain access to the home. In the event, the code given is not correct and cleaners cannot gain access to the home the client is responsible for the lockout and charged $199.00 same day cancellation fee or the cost of the cleaning whichever is lesser for that day.
NOTE:
In the event, the client chooses to leave a door unlocked, or place a key under a mat or any other unsecured place for the cleaners to gain entry into the home, TruCleans will not be held liable for any damages or theft to the client’s home.
Home alarm systems:
TruCleans will not be liable for any false alarm charges due to code changes not brought to their attention before servicing the home. Schedule changes, cancellation of service: In the event that you reschedule, skip, add or cancel your service, we ask that you give a (72) hour notice. Without a (72) hour notice you will be charged $125.00. Cancellations on the same day of service for any reason will be charged half the rate of service, Or $199 whatever is greater. All cancellations must be made through our office. (440) 409-7040
NOTE:
All cancellations will also cause the rate for your next cleaning to increase if it requires more time than usual.
Payment:
The cleaning technicians do not handle any form of payment. TruCleans requires a credit or debit card on file at the time of booking. Your card will be charged on the day of your cleaning service. If the card is declined, payment information must be updated with our office, 24-hours before service will be performed. 48-hours before your cleaning, your card will be placed on hold for the full cleaning amount. This is just a hold, not an actual charge. You will be charged for service once the work has been completed. Any additional time or fees will be added to your booking, as a separate charge. Tipping the cleaning techs is never required but always appreciated. Thank you in advance if you choose to do so.
Price increases:
Clients are given advance notice of any price increases. TruCleans reserves the right to raise prices at any time.
Quality Control:
Please expect random quality checks to happen on your home by a quality control manager to make sure you are receiving consistently fantastic service! All quality checks take place during the final phase of cleaning or shortly after.
Pets:
We love our clients’ pets! But for their own safety and the safety of our cleaning techs, please put your large or skittish pets in a secure area of the home. Our cleaning technicians cannot clean animal feces of any kind in order to prevent cross-contamination.
Damage:
The client should point out any damage to surfaces during the walkthrough and before service begins. TruCleans is sometimes called in to correct the damage that was already there or that another cleaning company was responsible for. In this case, we may require that the client sign off on a pre-existing surface damage waiver. In areas of the home with extreme clutter, TruCleans reserves the right to skip those areas in order to avoid damaging items or injuring the cleaning techs. Surfaces such as hardwood floors and natural stone should be in good condition and ready to clean without causing harm to the surfaces when using a neutral pH cleaner. TruCleans uses non-toxic, eco-friendly products that do not stain or warp any surfaces. If you would like us to use your products instead, please understand TruCleans will not be held liable for any damage caused by your products.
Services We Do Not Offer.
Bodily fluids, blood, urine or feces. We are not trained or certified to clean these types of materials.
Any home with insect infestations. If an infestation is identified, the cleaners assigned to your home will leave. You will be contacted immediately and our standard cancellation fee will be charged.
Non-Solicitation of employees:
When a client enters into an agreement for services with TruCleans the client understands that they will pay a [$2,500] training fee to TruCleans if they engage in a working relationship directly with any employee of TruCleans during the course of service other than through TruCleans
Complaints:
a. If the Customer is dissatisfied for any reason with the Service provided, it must inform TruCleans within 24 hours of completion of the Service. TruCleans strives to achieve 100% customer satisfaction and will endeavor to resolve the problem quickly and efficiently.
b. In the event of a customer complaint, the Customer undertakes to give TruCleans the opportunity to rectify all work. Subject to clause 15, TruCleans may, at its discretion, offer the Customer either of the following:
i. a partial or full refund.
ii. re-supply of the Service without charge.
iii. such other remedy as deemed appropriate by TruCleans.
Accidents, Breakage, Damage & Theft:
a. The Customer must inform TruCleans of any incident where an accident, breakage, damage to property, or theft has occurred due to any act of the Cleaner(s) within 24 hours of completion of the Service.
b. To the extent permitted by law, the Customer is not entitled to claim any loss for any
incident if the incident is not reported to TruCleans within 24 hours of completion of the Service.
c. To the extent permitted by law, damage or loss to the following items is specifically
excluded from the liability of TruCleans under these terms and conditions: cash, jewelry, art, antiques, and items of sentimental value.
Our guarantee:
We want you to be absolutely delighted with the cleaning service! Report any concerns to our office at (440) 409-7040 or to staff@trucleans.com within 24 hours after the service. We will return and re-clean the area(s) of concern at no cost to you.
Office Hours:
Our office is open Monday through Friday 8:30 am to 5:00 pm. After hours and weekends, a voicemail can be left and we will return it on the next business day.
If you have any questions about these Terms, please contact us.
Perfect for customers that don’t care what day or time we come. We schedule you just like everyone else. When the day arrives if we need to reschedule your cleaning, we’ll give you a call or text.
(Choose Flex Program on the booking form) or call us
