Policies & Procedures

Your satisfaction is guaranteed. We do everything we can to motivate our employees to be happy, productive and provide a reliable, dependable, quality cleaning service; however, occasionally we miss something. If you are unhappy with the quality of our work, please contact us within 24 hours. If warranted we can either discount the price or redo the work. We regret that we cannot issue credits if we are not notified within 24 hours of the cleaning.Please contact the office as soon as possible during our normal business hours.

​Cancellation/Rescheduling

We try to accommodate our clients’ scheduling needs whenever possible, considering we have to manage our schedules in the best way possible in order to meet our other client’s needs, and in order to continue to operate efficiently. If you need to cancel or reschedule your cleaning service, please provide at least 72 hours  notice for all canceled appointments. Please remember, once we take a reservation, we hold that time spot open for you and turn away other potential customers in order to ensure your time SLOT. If you need to reschedule your service, we will do our best to assist you, but is not always able because we have other clients we need to work with us to be able to reschedule a time for your cleaning. Keep in mind that Clients are not always flexible.

A Cancellation Fee will be charged If client does not wish to Reschedule service at all, before the next service is to take place, than a  Fee will be charged in addition to your next cleaning charge at next visit.

(Cancellation Fees is Require at next visit in addition to Regular rate will be as follows for homes not Rescheduled :) 

Please remember, We lose revenue when ever clients cancel, and we have to take on extra work the next visit in order to get the house back to its maintained level.

NOTE:  Some clients insist on paying FULL payments for both (missed cleaning and next visit) cleanings.  We always appreciate their generosity.  If client insist on skipping cleaning when we are available and willing to reschedule, than we will convert that cleaning. (For Example: a weekly customer who skips a cleaning to a bi-monthly or bi-monthly to a monthly cleaning, the price will be adjusted accordingly. 

Payments
 Are due in full upon completion of service. For your convenience, we gladly accept cash, personal checks, and credit card payments. Customers paying with cash or check may leave payment at their residence. Recurring customers paying with a credit card are required to have a valid credit card on file, credit card will be charged automatically on scheduled day of service.

Broken/Damaged Items: 
We train our staff to take extra care with your belongings, however regrettably and although not common from time to time something may be broken or damaged  If there is an item that is believed to be damaged by one of our cleaning professionals, it must be reported to the company within 24 hours from the completion of the service in efforts to properly investigate the issue.  If we damage anything during the service being provided, we will notify the customer immediately. In the event an item is damaged or broken, we reserve the option to repair or replace the item.  We cannot take responsibility for 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 an item that is propped against a surface)

Your Valuables: 
If you have valuables or heirlooms, including but not limited to any irreplaceable, collectible or expensive objects, it’s preferred that these items are secured and put away to avoid potential accidents.  You are responsible for letting us know of any valuables that you prefer we not clean or handle.  Please secure money, credit cards, and check books as well.  We are not responsible for missing currency.
We encourage clients to always remove all sentimental and valuable items. We can replace an item, but we could never replace what it means to you!!

Pets:

We are pet friendly but appreciate your help in making sure pets are secured and safe on cleaning days. Our office should be made aware of any special requirements in safeguarding your pet(s).
We have instructed our staff to leave certain items untouched; pet homes/beds, litter boxes, vomit, and/or fecal matter. Our teams are advised to clean around these areas.  If your pet has an accident, it will be your responsibility to clean it. up.

If your pet is supposed to be SECURED on cleaning day and is not, and service can not be provided because Client forgot to secure pet, and service is missed,  the Client is still responsible to pay the portion that has been determined by service provider at the next service if client decides to cancel service rather than make it up.
Please be mindful that we can not always wait for a client to return home if they left pet out, or forgot to leave a key.  As we have other clients that need to be service and waiting takes away time from our other homes that needs to be done that day.

​
Returned Checks: 
There is a $39.00 Fee for checks returned unpaid from your bank in addition to the unpaid balance. The unpaid balance  must be paid by cash or credit card immediately upon notification.  Tipping:  My Cleaning Lady never requires tipping, but you can tip if you would like. Just leave your tip with your payment, and management will make sure that the money is distributed properly. That is just a special thank-you for our hard work. Also, leaving us a note of appreciation means so much to us. We sincerely appreciate your business. Refunds Since cleaning is a very personalized and subjective service, we cannot offer refunds to customers. However, we want you to be 100% satisfied with our services! We offer a Guarantee on all our services, if a task was not completed to your satisfaction or was missed during our visit simply contact the office and we will return to your home and re-clean the area additional cost to you. There are no refunds for gift certificate purchases.

Price Adjustments
We reserve the right to issue rate increases at any time. You will be notified when or if this occurs. As the needs or conditions of your home changes you may receive a price increase. Prices for your regular maintenance cleaning are guaranteed for the duration of 12 months. If a client discontinues and reinstates service with My Cleaning Lady Cleaning Service after a period of 3 months the original price is not guaranteed, and a new rate may be given.

Keys and Alarm Systems:
Many of My Cleaning Lady customers/Client provide us with a copy of the key to their home, and we take extreme measures to protect each key. If you have an alarm system at your home you can give instructions on its operation to My Cleaning Lady. However, we prefer that your alarm be left off on the day of the cleaning.

ACCESS/LOCKOUT FEE:
Normally, most customers provide us with a key. This ensures that we can get into the house. Some customers prefer to leave a key under the mat, leave the door unlocked, etc. We will accommodate any reasonable request, but we feel providing us a key is more secure than these other options. A lockout is almost impossible if we have a key in hand. In the event we arrive to clean at a scheduled time, and our prearranged entry is not available, a lock out fee of $50.00 will be assessed and we will work with you to reschedule your service as soon as possible. That is not always possible.