Terms of service

Below are our Terms of Service policies, which are intended to ensure quality, safety, and consistency in our work. By using this website to book services and using the services of Cleaning Day Co., LLC, you agree to abide by the following policies and procedures: 

BOOKING APPOINTMENTS: 
Booking service online doesn’t guarantee you a spot for that date/time. You will be contacted by email or phone to confirm or reschedule your appointment. 

PAYMENT:
To reserve the cleaning date and time, you must provide a card on file within your portal or over the phone by calling us at 404-981-5886. Your appointment is not confirmed until we have a card on file, and we reserve the right to cancel your appointment if you do not provide that information.

Payment is automatically charged upon completion of services. However, there will be a hold placed for the full amount due to the card on file 48 hours before the day of service.

SATISFACTION GUARANTEE:
If you’re not content with your cleaning, notify us within 24 hours. Please provide photo or video documentation of what you are unsatisfied with. We will come out and re-clean (within a 7-day window) at no additional charge. Due to the nature of our service, we do not offer refunds. 

CANCELATION, RESCHEDULING, NO SHOWS:

  • Canceling: If you wish to cancel or reschedule a cleaning appointment, at least 48 business hours’ notice is required. If a cleaning appointment is requested to be rescheduled less than 48 hours in advance, a rescheduling fee of $25 will be applied to your balance. If a cleaning appointment is canceled less than 48 hours in advance, a cancellation fee of 50% of that cleaning's cost will be charged. 

  • Rescheduling: Late schedule changes due to unexpected circumstances not under your control will be reviewed on a case-by-case basis. We always appreciate when our clients reschedule due to contagious illness and do our best to not charge any fee.

  • No shows: If the cleaner is not able to access the property upon arrival at the time of your appointment and therefore cannot complete the service, every effort will be made to establish contact with the Client to arrange for entry. If we are unable to make contact with the client within 20 minutes of the scheduled appointment time, the cleaning will be skipped and a no show fee of 100% of the cleaning’s cost will be charged. 

  • Cleaning Day Co., LLC reserves the right to reschedule or cancel appointments at any time. If we initiate the cancellation or reschedule due to reasons unrelated to the client, the client will not be charged a cancellation or rescheduling fee. 

ARRIVAL WINDOW:
Due to the unpredictable nature of our business and unforeseen circumstances such as traffic jams, weather, and mechanical problems, please allow us a 1-2 hour window for our arrival time. We generally do not run more than 30 minutes earlier and nor more than 45 minutes later than the scheduled appointment time. If we are running late or early, we will call and/or text the phone number on file.

ELECTRICITY, WATER, SAFE TEMPERATURES NOTICE:
We cannot work effectively in a property without electricity, running water, or safe temperatures. Please ensure that the property - especially if it is empty and in the middle of being sold/bought/turned over - will have electricity, running water, and are at a safe temperature on the day of service. Please set your A/C temperature to 68-72 degrees F, especially during the summer months. We won't be able to clean in houses that are too hot or too cold and pose a safety risk to our employees. Please let us know in advance if you do not have A/C of any kind. Cancellation or rescheduling fees may apply if we need to make last-minute schedule changes due to lack of electricity or water.


SECURITY:
We take the security of your property very seriously, and work with each Client to establish a routine for entering and exiting. Current methods include, but are not limited to: 

  • Letting us in on the day of service if you will be at the property when we arrive 

  • Providing us with an extra key 

  • Providing us a lockbox, keypad, or garage code 

  • Providing us with the alarm code and instructions on how to set/reset the alarm

  • Leaving us a key under a mat or pot to use and return or leave in the house when finished 

PET POLICY:
We love them! The last thing we want to do is upset your pets as we clean, and we'll work with you to make the experience pleasant for all involved. The following are our policies regarding pets: 

  • Let us know ahead of time if there are any arrangements you have in place for your pets while we clean. 

  • We do not clean pet accidents, litter boxes, puppy pads, or pet relief areas. 

  • Please secure any pet that may be overwhelmed by our presence and/or pose a threat.

  • Please secure any pet that is likely to try to run out the door and escape the house. The obligation for control and care of all animals on the premises is on the customer. Cleaning Day Co., LLC cannot be held responsible for the escape or safety of pets. 

RIGHT TO REFUSE SERVICE:
We reserve the right to deny and/or terminate service because of safety concerns, inappropriate or uncomfortable situations, unsecure weapons on-premises, severe clutter and disconnected utilities. Our employees have the choice to leave if the property is in an extremely unsanitary condition or if they feel unsafe or threatened. Continue reading to learn about the services we do not perform. 

PRICING AND SERVICE FEES:

  • Price adjustments: 

    • We reserve the right to adjust the quoted price based on the actual condition of the property upon arrival. Because we do not perform a walk-through to verify the condition of the property before service, our pricing reflects assumptions of the level of cleanliness and the amount of time/effort required to clean. In order to verify accurate house information, we will check the size and layout of your property against public records. 

    • Please be as specific and honest as possible on your booking to ensure your cleaning is fit to your needs. The risk in under-booking is that the cleaning may only be partially completed, and our schedule may not allow us to stay longer. 

    • On the day of service, our techs will perform a walkthrough before starting work. They will take note of any items or areas that need special care or specific instructions from you and will assess if the package you purchased allows them adequate time to complete the job to a satisfactory level. We will notify you if we cannot complete the work in the estimated time frame and give you the option to either add more time to the job for an hourly charge, schedule an additional appointment to complete the work, reschedule to another day and incur a late rescheduling fee, or have us focus on your top priorities within the originally estimated time frame. While we do not put exact time limits on our cleans, we do need to stay within the quoted time for scheduling purposes. 

  • Recurring service: Recurring service discounts start after the first cleaning service. If you reschedule cleanings or skip cleanings so that your cleaning’s frequency is lower than what you were set up for, your price will be increased to the pricing level for the lower frequency. We assume similar levels of organization and build-up during each visit. If there are changes to the amount of work involved, we will contact you and reassess our prices as needed.

  • Last minute add-ons and requests: All requests, add-ons, extras, or swaps must be added to your appointment through the office to ensure that 1) we can provide the service you're requesting, and 2) our cleaners are prepared with enough time and the right supplies to perform the request.

PRIVACY POLICY:
We are committed to keeping your information confidential. We do not sell, rent, or lease our customer lists to third parties, and we will not provide your personal information to any third-party individual, government agency, or company at any time unless compelled to do so by law. We will use your personal and billing information solely to provide the service you hire us for. 



TRASH DISPOSAL:
We require that we leave any collected trash in the garbage bin at the property’s location. We cannot take trash with us. 

CLEANING PRODUCTS AND TOOLS: 
We provide all products and tools needed to clean the property, except toilet brushes. Clients must provide toilet brushes. Our cleaners are trained on what products to use in each cleaning situation, and do not stray from this training. The products we use are chosen with the safety of the residents of the property and the cleaning technicians in mind. We do not use bleach or bleach products. We will occasionally use stronger products as needed, but only as a last resort. If the client has a specific request for certain products, please inform us before the appointment and we will do our best to accommodate your request. We reserve the right to refuse to use any products or tools.

 

USE OF CLIENT VACUUM OR SUPPLIES:
If you request us to use your vacuum(s) or other cleaning tool(s), we will not assume or accept any liability for damage to the unit. Since we are not responsible for the maintenance of the vacuum or cleaning tool, we will not be responsible for any repairs to it. This is important because if the vacuum is not in working order when we arrive to clean your property, we will not be able to perform any vacuuming and may need to reschedule the appointment if we cannot use our own vacuum(s). 

BREAKAGE OR DAMAGE:

We hate it when damage happens, and we do our absolute best to prevent it! We also are bonded and insured to cover anything that could possibly happen. The following is critical regarding our breakage policies: 

1. Sometimes breakage occurs when there are “boobytraps”. These are accidents waiting to happen (pictures not hung securely, top heavy items with unstable bases, wobbly, tippy objects). Each incident is reviewed on a case-by-case basis. We cannot take responsibility for “boobytraps”. Please remove unstable breakables to a place we do not clean (we do not clean inside curios, china cabinets, or clear wet bar shelves during standard cleans, it is an added service). 

2. Please move expensive figurines or glassware to a location we do not clean or have us skip that area completely if you do not wish to accept the risk. 

3. We will cover the cost of repair or replacement of items when breakage value is verifiable. In some cases, we will have the broken item repaired by a professional restoration company. Breakage values must be verified before replacement or reimbursement will be authorized. Please save the broken item for our inspection. Breakage must be reported within 30 days of discovery.

INSURANCE:
Cleaning Day Co., LLC and all employees are covered by up to $1 Million in General Liability insurance. Fraudulent claims will be prosecuted to the full extent of the law. 

SPECIAL POLICIES AND SERVICE LIMITATIONS: 

  • Our cleaning technicians do not climb higher than the company’s two-step ladder. 

  • We are not a restoration company and cannot perform certain services due to insurance and safety concerns. In an effort to be transparent and informative as possible, some things that we don’t offer include, but aren’t limited to: 

    • Disassembling light fixtures 

    • Disassembling seals on shower doors 

    • Disassembling furniture to clean it 

    • Disassembling any appliance (besides oven racks and fridge shelves) 

    • Lifting or moving heavy furniture over 50 lbs. 

    • Lifting or moving large fragile items 

    • Removing permanent stains from furniture, floors, cabinets, carpets, etc. 

    • Carpet steam cleaning 

    • Washing the walls except to spot clean

    • Cleaning fixtures or belongings within the property that are already damaged

  • We are not an extermination or mold/biohazard remediation company and cannot provide services in residences that show evidence of hazardous situations. We reserve the right to refuse to clean (or immediately stop cleaning) if there are signs of the following problems, and we must charge our cancelation fee of 50% of the scheduled cleaning. If any of these issues are discovered after 25% of the appointment has been completed, we must charge the full service fee. This is not an exhaustive list. 

    • Pest infestation – cockroach, bedbugs, fleas, etc. 

    • Animal infestation – birds, mice, rats, bats, etc. 

    • Excessive/uncontrolled mold growth 

    • Human waste, blood, and bodily fluids 

    • Hoarding 

    • Other hazardous situation


NON-SOLICITATION AGREEMENT: 

As our customer, we ask that you agree not to solicit or hire any of our cleaning employees to work directly for you to provide cleaning, housekeeping, house management, or any other services we offer. We value our employees and pour an enormous amount of time, energy and expense into our screening, hiring, and training process. Cleaning Day Co., LLC strives to have one of the lowest employee turnover rates in the nation. This agreement helps safeguard our success at providing only the best staff to our deserving customers.  By booking our services, you are agreeing to the following terms: 

  • Cleaning Day Co., LLC employees are not allowed to engage in a work relationship directly with you to provide cleaning, housekeeping, house management, or any other services we offer for one full year after employment termination. 

  • Solicitation of a Cleaning Day Co., LLC employee for private hire will result in permanent termination of service and forfeiture of any unused gift cards. This does not preclude us from seeking other solicitation-related damages.